Lancaster's Furniture To Go

November 3, 2015My name is Jay O***, the owner of Lancaster's Furniture to Go, and I am responding to a request dated November 3, I had been out of town for the past week and arm now able to address this issueThe customer, [redacted] had purchased a bedroom setWhile she did purchase a set that is very popular, she purchased it with a different headboard, footboard, and rail setI do not stock this set as she ordered it, so it had to be special orderedOur policy here is there are no cancellations or exchanges on special ordered itemsHowever, I was willing to keep the set with a restocking fee of $to cover the costs of the item l do not stockI do not show this bedroom set on my sales floor with the queen bed that [redacted] ordered, therefore the restocking feeThis is not an item easily resold, as we show this bedroom set with a more popular headboard set.Jay OPresident

December 26, 2016To the Revdex.com,I am writing in reference to ID [redacted] , the concern from our customer [redacted] .It's always an unfortunate situation for a customer and Furniture to Go when there are any problems or issues with items purchasedWhile these are rare situations, we always make the situation right by tending to the problem according to the level of damage [redacted] has purchased a sofa and the problem level is easily fixableThis item does not have a cracked frame or any major damage or it would certainly be replaced by usThis item has a missing zipper pull, under the cushionThe manufacturer provides a totally new part (not just the zipper) and we pay for a qualified service technician to do the jobIt's not a matter of "cut and paste" as the customer suggests, but a whole new fabric piece is installed on the sofa.We had a tech scheduled for this repair, but the customer refused to let him do the job, I am still willing to go and fix up this small issue if the customer would let me.Thank you,? Jay O.?

January 6, 2017To The Revdex.com,I am writing this second response in reference to ID [redacted] , the concern from our customer [redacted] .Once again, we are sorry for the unfortunate situation with [redacted] 's new sofa [redacted] stated in her second response, that she did not receive a new sofaI can assure you and her, that she did receive a new sofa, The sofa had a minor defect, that was very easily remediedThis repair would be an easy fix and would not affect the warranty of anything else on this sofaI would still be willing to have the [redacted] Technician come out to her house and switch out the damaged fabric with a new piece.We here at Lancaster's Furniture to Go, want to make all our customers happy customersPlease allow us to complete our service on this sofa, and I can assure [redacted] she will be happy with the result if she gave us chance.Respectfully,Jay O

December 12, 2015To Revdex.com;In regards to Complaint ID [redacted] , [redacted] ***, I have decided to let her have a full refundPlease have her contact Jay at the store (a [redacted] Jay O

November 3, 2015My name is Jay O***, the owner of Lancaster's Furniture to Go, and I am responding to a request dated November 3, I had been out of town for the past week and arm now able to address this issue.The customer, *** ** *** had purchased a bedroom setWhile she did purchase
a set that is very popular, she purchased it with a different headboard, footboard, and rail setI do not stock this set as she ordered it, so it had to be special orderedOur policy here is there are no cancellations or exchanges on special ordered itemsHowever, I was willing to keep the set with a restocking fee of $to cover the costs of the item l do not stockI do not show this bedroom set on my sales floor with the queen bed that *** *** ordered, therefore the restocking feeThis is not an item easily resold, as we show this bedroom set with a more popular headboard set.Jay O.President

December 12, 2015To Revdex.com;In regards to Complaint ID ***, *** ***, I have decided to let her have a full refundPlease have her contact Jay at the store (a ***Jay O

December 12, 2015To Revdex.com;In regards to Complaint ID ***, *** ***, I have decided to let her have a full refundPlease have her contact Jay at the store (a ***Jay O

what you keep missing is I purchased a new sofa? and that is not what I receivedI received a defective and or damaged sofa and it is not what I paid in good faith for

January 6, 2017To The Revdex.com,I am writing this second response in reference to ID ***, the concern from our customer *** ***.Once again, we are sorry for the unfortunate situation with *** ***'s new sof* *** stated in her second response, that she did not receive a new sofaI can assure you and her, that she did receive a new sofa, The sofa had a minor defect, that was very easily remediedThis repair would be an easy fix and would not affect the warranty of anything else on this sofaI would still be willing to have the *** Technician come out to her house and switch out the damaged fabric with a new piece.We here at Lancaster's Furniture to Go, want to make all our customers happy customersPlease allow us to complete our service on this sofa, and I can assure *** *** she will be happy with the result if she gave us chance.Respectfully,Jay O.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

January 6, 2017To The Revdex.com,I am writing this second response in reference to ID ***, the concern from our customer *** ***.Once again, we are sorry for the unfortunate situation with *** ***'s new sof* *** stated in her second response, that she did not receive a new sofaI can assure you and her, that she did receive a new sofa, The sofa had a minor defect, that was very easily remediedThis repair would be an easy fix and would not affect the warranty of anything else on this sofaI would still be willing to have the *** Technician come out to her house and switch out the damaged fabric with a new piece.We here at Lancaster's Furniture to Go, want to make all our customers happy customersPlease allow us to complete our service on this sofa, and I can assure *** *** she will be happy with the result if she gave us chance.Respectfully,Jay O

November 3, 2015My name is Jay O***, the owner of Lancaster's Furniture to Go, and I am responding to a request dated November 3, I had been out of town for the past week and arm now able to address this issue.The customer, *** ** *** had purchased a bedroom setWhile she did purchase
a set that is very popular, she purchased it with a different headboard, footboard, and rail setI do not stock this set as she ordered it, so it had to be special orderedOur policy here is there are no cancellations or exchanges on special ordered itemsHowever, I was willing to keep the set with a restocking fee of $to cover the costs of the item l do not stockI do not show this bedroom set on my sales floor with the queen bed that *** *** ordered, therefore the restocking feeThis is not an item easily resold, as we show this bedroom set with a more popular headboard set.Jay O.President

November 3, 2015My name is Jay O***, the owner of Lancaster's Furniture to Go, and I am responding to a request dated November 3, I had been out of town for the past week and arm now able to address this issueThe customer, *** ** *** had purchased a bedroom setWhile
she did purchase a set that is very popular, she purchased it with a different headboard, footboard, and rail setI do not stock this set as she ordered it, so it had to be special orderedOur policy here is there are no cancellations or exchanges on special ordered itemsHowever, I was willing to keep the set with a restocking fee of $to cover the costs of the item l do not stockI do not show this bedroom set on my sales floor with the queen bed that *** *** ordered, therefore the restocking feeThis is not an item easily resold, as we show this bedroom set with a more popular headboard set.Jay OPresident

December 26, 2016To the Revdex.com,I am writing in reference to ID ***, the concern from our customer *** ***.It's always an unfortunate situation for a customer and Furniture to Go when there are any problems or issues with items purchasedWhile these are rare
situations, we always make the situation right by tending to the problem according to the level of damage*** has purchased a sofa and the problem level is easily fixableThis item does not have a cracked frame or any major damage or it would certainly be replaced by usThis item has a missing zipper pull, under the cushionThe manufacturer provides a totally new part (not just the zipper) and we pay for a qualified service technician to do the jobIt's not a matter of "cut and paste" as the customer suggests, but a whole new fabric piece is installed on the sofa.We had a tech scheduled for this repair, but the customer refused to let him do the job, I am still willing to go and fix up this small issue if the customer would let me.Thank you, Jay O

December 26, 2016To the Revdex.com,I am writing in reference to ID ***, the concern from our customer *** ***.It's always an unfortunate situation for a customer and Furniture to Go when there are any problems or issues with items purchasedWhile these are rare
situations, we always make the situation right by tending to the problem according to the level of damage*** has purchased a sofa and the problem level is easily fixableThis item does not have a cracked frame or any major damage or it would certainly be replaced by usThis item has a missing zipper pull, under the cushionThe manufacturer provides a totally new part (not just the zipper) and we pay for a qualified service technician to do the jobIt's not a matter of "cut and paste" as the customer suggests, but a whole new fabric piece is installed on the sofa.We had a tech scheduled for this repair, but the customer refused to let him do the job, I am still willing to go and fix up this small issue if the customer would let me.Thank you, Jay O.