Massey's Furniture Barn

Masseys did deliver to customer on March a Sunny Designs Dining setOn July 1, customer called with issues and we had ordered parts and these were received incorrectWe offered to exchange the furniture on August 9th and the customer refused We cannot offer refunds on furniture that has been in customers resident over months, but we are more than happy to replace damage piecesWe have these in stock and the customer can call us to exchangeAnne Massey's Furniture Barn

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]

I am writing to inform you we have serviced the customer in the matter as are protocol; replaced the recliner mechanism twice and customer was still not pleasedWe accommodated the customer in a timely manner.Warranty information from the Best manufacture states; product features a one (1) year warranty from date of purchase, and not to exceed eighteen (18) months from date of manufacture.If the consumer is dissatisfied, we have attempted to correct the problem and found we are unable to fix to the customers likingCustomer Information: *** * *** *** *** ** *** ** *** *** Massey's Furniture Barn Service / Repairs

*** called and stated the business contacted her and she returned their callShe stated they picked up her chair last Wednesday and wanted to fix it againThis will be the 4th repair since she purchased it on 9/9/They wanted to bring the chair back again and she told them "no"She says the
chair, even after they fix it each time, comes back and starts making the thumping noise each time you rock in the rocker reclinerFor $cash paid for the chair, she believes she has the right to a chair that works properly without making noiseShe has been inconvenienced and without a chair each time it is in for repairs in the months since purchase and for the 4th time nowShe says they told her they do not have to do anything else for her now.She already explained to them that she is wiling to pay a restocking fee if they will let her pick out another chair, either exactly the same, or upgraded, but nothing else but a brand new chairThe business told her when she purchased it that if there was a problem in the 1st year, they would fix it for free, repairs for free for the first yearWell, they have had tries at it now.The return policy states: All exchanges are subject to a minimum 15% restocking fee and subject to sellers approval*** also stated she is not a heavy woman by any means at lbs and the chair is in perfect condition besides the fact the mechanism is not working properly, even after multiple tries at fixingShe believes they should allow an exchange or upgrade of a brand new item that works properly

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

We have been working with Ms*** on the stools and trying to make her happy as well as staying within the protocol of the company that we buy the stools fromOn June 27th, this first came to light, Ms*** called in and said that the springs were coming thru the seat of her stools, we then
asked for photosShe sent them to our salesman who then forwarded the photos to our parts departmentWe have to go thru a series of procedures to get things taken care of, since we do not carry parts from every vendor here in our storeWe contacted the vendor and they wrote back and told us that this item was discontinued, we had to wait for the Sales Representative to come to our store to look at the photosTo which he then discovered that the under cover of the stools had been removed by the customer and had masking tape on themWhen a Customer tears anything off a piece of furniture, iefabric, casings, cores, dust covers, etcit then voids the warrantyEven though the warranty has been voided, we are still striving to make Ms*** happy with thisShe asked for a refund and that is not policy when you take the furniture apart We have been back and forth with Ms***, explaining to her the process of which we have to go through to get things resolved. We finally explained to her that she needs to release the stools to be brought into our repair shop to be repaired even though someone had already removed part of the underside of the stoolsWe have been working with Ms*** and explaining everything along the way to her. We have apologized to her for the process taking so longSome of our vendor processes are long and there isn’t much we can do to speed it upWe have copies of all emails between us and the vendor, we also have copies of emails sent between us and Ms*** As to which we might add are not very pleasantWe have Ms***’s stools in our possession as of right now and our repair man has repaired them and are waiting to return them to her on 11/20/2017. If you have any further questions, please call us at *** Sincerely; Ruby L*** Parts and Service Manager Massey’s Furniture Barn

Per the attached service documentation and all the sales invoices; we have gone above and beyond our services to accommodate this customerAt this time, *** ** Holt can either accept the chair or discard.If there is any other information we can provide in this matter, please let me knowAll documentation that has been sent is approved by MrMassey Anne Massey's Furniture Barn

Regarding above consumer's complaint, Massey’s has delivered all the customers furniture as of March 25th, 2016. I called Ms *** on March 28th to confirm this and asked if there was any other issuesMs *** was satisfied andthankful. Sincerely Anne - Massey's
Furniture Barn Service/Repairs Sand St.,Watertown NY

Masseys did deliver to customer on March a Sunny Designs Dining setOn July 1, customer called with issues and we had ordered parts and these were received incorrectWe offered to exchange the furniture on August 9th and the customer refused. We cannot offer refunds on furniture that
has been in customers resident over months, but we are more than happy to replace damage piecesWe have these in stock and the customer can call us to exchangeAnne Massey's Furniture Barn

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

Hi ***,So, The decision from our Ashley Representative is to have the chair replaced.Thank You, Anne Massey's Furniture Barn