Magi Enterprises, Inc.

Revdex.com spoke to *** at business and the following was relayed: This has been resolvedWe did switch out the mattress for the customer

To start with I apologize for the
tardiness on this response. I usually do this immediately, but we were traveling the beginning of October
and then I did have an emergency I had to deal with, and unfortunately this did go on the back burner. Again I apologize. Okay [redacted]'s sofa is out of...

warranty. Yes we did replace the cushions at no cost, but the interesting
thing was that the damaged happened in both cases in the very same place. There have been no other
reported problems with this sofa. I could understand if there was one poorly made
cushion on the seams, but twice 2 years apart? There is someone more going on with it. We have had problems, especially
with children that they put their feet in the groove while sitting Over time
the constant pressure will make the seams split. And that is the only place the seams are doing this. Also other issues is when they go to put up the foot rest, they push on the back and then hook their feet
in to help to open it.  We have seen it
over and over. We usually try to help the customers  the first time, but we tell them what is causing
it and we just can't keep doing it. [redacted]'s sofa has a full chaise and they would not be able to use their feet to push it back. This does not happen with reclining sofas that have an open foot rest. On January 7, we
offered to order the new covers for her but after 2 years there would had been a charge for the cushions and for the installation. Now for her additional warranty. It has
changed over the years, but if she looks at her warranty it may say that seams
are not covered. It is truly an accident protection, against burn holes, nail
polish, cuts, right down to if the frame broke from someone slamming into it!
The rules are to report the damage within 5 days of the accident. From the pictures you can
tell that this is something that has gone on over a LONG period of time. If [redacted] would like for us to order her the parts and get this taken care of, we most certainly will. But this is not a manufactures issue at this point. If you have any questions my cell is ###-###-####. I am sorry. Linda Bartlett Co-Owner

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

As of today, the customer was delivered and I am assuming Happy. The husband was great to deal with, and we had no issue with him. Charging tax was the biggest issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The pictures do not show any stain that goes clear through to the bottom.  What they do show is a bed that had a structural defect.  I have a hard time believing that this is the first time that they have had this kind of result with a [redacted] product, given the abysmal reviews of their products that I have read.  They have done nothing to fix this situation.  The representatives who came to take the pictures were not surprised by the fact that the mattress was caving, just the extent.  I have pictures of my own that I will share with the media that show the defective box springs, which presumably led to the caving in of the mattress.  To imply that a tiny surface stain (my pictures will clearly show it did NOT go all the way through) would not have anything to do with this.  We did take care of the mattress.  It had a mattress pad on it.  Ashley is completely passing the buck and refusing to take responsibility for the fact that they sold us a defective product.  At no time did somebody from Ashley's state that we would be on our own and have to deal with [redacted]'s directly.  They said that [redacted] will not take it back therefore that is the end of our recourse.  I disagree completely with this assessment and will continue to pursue this issue, legally if necessary.   They are not simply the middlemen.
Regards,
[redacted]

I am enclosing pictures of the bed. I have not seen a mattresses and box damaged like this after 1 year of use. They purchased an excellent mattresses set. But within the year the box has been damaged, and the soilage went completely through the mattresses with a huge stain on the bottom. I am...

enclosing pictures. Mrs [redacted] told us that her 17 year old son eats in bed and that might be where the stains came from. But, she feels even though there are stains, we or [redacted] should still cover it, and that one has nothing to do with the other. Unfortunately that is not a fact. At this point in time you can't separate abuse from a warranty issue. With all the health issues. [redacted] and most manufacturers have the same standards when it comes to stains. There is not a mattress company out there that would take it. We offer the protection pad to everyone. With young ladies, bed wetting babies, children, or seniors with incontinence we stress the problems with stains. PROTECT YOUR BED! We cannot force the issue because we don't know what their financial situation might be. But for $79, it is worth it. On the original paperwork that they signed it shows all they wanted was the mattress set and delivery. [redacted] was zeroed out. When this set was delivered, they again signed that everything was in good condition. There was no damage to the box, and [redacted] will know that this damage did not come from normal use. It is true they paid good money ($814) for the set and I am sorry it looks like this, but under no condition will we or can we take this back. She has already taken it to the media and I hope it made them ieel better, but it doesn't change the outcome. I could had posted the pictures and let the media make their own conclusions but how professional would that had been? We do stand behind our products, as does [redacted], but there are guidelines and precautions that has to be taken on the customers part also. They do have a responsibility in this, as this is more than a warranty issue. Linda B.  Ashley Furniture Homestore

I received
your letter concerning [redacted]. The under-bed storage was  not  included in the original order but neither were they charged for it. Each item on the floor is priced individually and then the customer builds to whatever they want. Nothing was priced as if it...

was
included in a package. The under-bed storage is an item that is not everyone orders, and a piece
that is not necessary in making a bed complete. Obviously  there  was  a miscommunication
between the salesperson and  Ms.  [redacted].  They  purchased  the bedroom set during a clearance sale we and
unfortunately we couldn't just give them any additional pieces. I did check the paper work (which I have included) that the customer signed each time and the under-bed
storage was not listed as a purchased item anywhere. The customer had to sign first on
the order and then on the final invoice.   Nothing was said at either time. That  is why, during our  sales we  have customers  sign in so  many  places.   So hopefully  if the salesperson missed something, the customer would catch it. I also noted that we sold the under-bed storage which was normally $179 to them below cost. They saved almost $100 and we felt that was more than fair for them coming to pick it up. Concerning the original delivery time it was noted
right on their invoice that the items would be coming
at the end of May or the beginning of June. That was known up front. And they were delivered on June 4. The other paper enclosed also states due to the sale it would be 3-8 wk delivery
time.  They had it in 5 weeks. I would like ta say that mistakes won't ever be made,
but one thing we can say is that we will always try to be fair in making it right for the customer. The complaint was for $86 and we gave them $99.55. Sincerely, Linda B.