Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowMy friend, [redacted] used her credit card to purchase the chair for the perks, but I paid her cash, it's [redacted] chairI returned all of the phone calls from Haynes/The Dump but the customer service person was never availableI called Cindy A***(customer service manager) again today 10-13-at 12:There has been no replyThis dispute has dragged on for months unnecessarilyI called the warranty company as soon as the chair stopped working in the open positionThey said they would come to look at it IN WEEKS!! At their convenience.Again,who cares about the customer who just purchased a supposedly, BRAND NEW chairThey finally came but still didn't repair the chairHe had to order the main motor part! So another several weeks to wait for repair of a BRAND NEW reclinerThat should not have happenedThis recliner is a lemon, poorly made, & should not be deemed as a New product I continued to ask for help from the salesperson & manager by going directly to the storeAgain no helpI called the customer service dept many many times to complain of the lack of proper attention & serviceI can understand repairing a or year old product that has had some wear but this chair was less than month old & very little use as I do not live at the premisesI would be more than happy to discuss this problem with the customer service managerI spoke to Susan H [redacted] ( customer service) who assured me that she would take care of this problem and to call her anytimeThat was around July 14.None of my calls were returned I have called their main office several time to speak with the CEOHe has not returned my callsI hope The Dump/Haynes will make changes to improve their customer serviceI have been treated rudelyThis company has made statements concerning the use of the chair & of my healthI am offended at the bullying tactics and statementsIt is extremely unprofessionalThey made a claim that I was living & sleeping in the chair day & nightI don't live at the premises or sleep thereThe person who wrote that letter should be corrected and an apology should be sentTheir policies on no-returns, needs to be changed on BRAND NEW productsMany companies value the quality of their products and their customersMany will refund their FAULTY PRODUCTS or replace it because they value their reputation and doing the right by their customers [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
Under customer file [redacted] Order number [redacted] , purchase of piece sectional made by [redacted] delivered May of June 20, customer called in to report a discoloration spot 6/28/14-- Leather technician went to the home and reported that there is no vendor defect The areas that the customer pointed out looks like accidental damage or customer use.The areas were scratched, and that is how the color was removed The leather tech restored the color to vendor condition Mrstated he was satisfied with the work.-Service file closedMONTHS LATER, 10/6/2014-- customer reports discoloration again Leather tech went to the home and restored the area Customer reported good work-Service file closedmonths later, 12/29/2014-- customer reports the raf recliner not opening and closing smoothly and also reports more discoloration Technician is sent out and he reports that there is a problem with the mech, and possibly also the motor The discoloration appears to be pet scratches and can not be restored this time It was also reported that the condition of the furniture was poor with many scratches and pet footprints on it.We requested a motor and a mech to restore interior-- and it took several months to get just the motor The mech still had not arrived Mr [redacted] was unhappy with the wait We requested an RA from the vendor due to the long wait for parts months later....March 13, we were given an RA..from the vendor, but we could not replace the merchandise, because it was no longer being made Mr [redacted] was approved for a reselection A return ticket was entered 206LLK Rep called the [redacted] and left a message We hold reselection approvals for two weeks 3/27/ Reminder call made to the [redacted] to advise they need to go to the store and reselect.Customer did not process any reselection In JUNE The [redacted] contacted the store manager and we got an extension for the RA Mr [redacted] indicated he was moving to PA Arrangements were made to accommodate them The return was done in Virginia on [redacted] Merchandise inspection reported pet damage.Reselection on [redacted] piece sectional made by [redacted] delivered to the PA address on July 3, 2015.August 2015-- Mrs [redacted] called the Richmond Dump store and reported peeling and discoloration, and that she is unhappy with the quality and wants to return the entire set Rep requests pictures.Please see [redacted] pictures.The pictures were sent to the vendor who would not authorize an RA It was also noted that the merchandise would expect to have some fading, as it is in a sunny room, but looks good The marks appear to be rub marks, and not vendor defect No peeling is observed No return or reselect are approved.If the [redacted] have further issues, they may call in to customer service and we will open a service file to report the issues to the vendor and respond accordingly [redacted] thank you
RevDex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The item might have been to large but the main complaint is that the team could not figure out how to get the furniture at its desired location without doing further damage to my walls and stair case. After several attempts the delivery team decided that they should not try any more because of the damage being done.
Our shipment did not arrive in time for the sale; however, we offered a comparable product which Mr [redacted] did not find satisfactoryWe are working to obtain the original set that was advertisedOur store manager will be happy to contact him when it arrives
We apologize that the customer is upset with the purchase When a purchase is made, a copy of that purchase is given to the customer detailing all of the merchandise ordered On order number [redacted] , the 2nd line on the order shows two [redacted] Foundations at $eachand the delivery manifest also shows two mattresses and two foundations.The customer did call into customer service on the day of delivery, March 15th, and reported that he was unhappy that the foundations were on the order, and he had been charged for them, and did sign for them on delivery He said he would keep them, but he really did not need them The information was shared with the store team.The customer also sent in a negative review saying he was unaware that the foundations were on the order.The store manager did contact the customer and offered the customer to return the foundations for a refund, but the customer said no The store manager also offered a gift certificate in the amount of what he paid for the two foundations, but again the customer said no, as he was moving out of the state.Again, we do apologize for any misunderstanding.thank you
The business reached out to Revdex.com with additional information regarding this customer's concernsThey apologized for the confusion of this matter and delays caused with communicationThe buyer was sending a sample of the items the customer was interested inOnly one color was available to be sent to this customer's location
For this order we have on record that the warranty was offered at the time of purchase, and was declined by the customer Order number 206LFH 10/13/ On delivery, 10/16/14delivery was made for a sofa $and a loveseat $349.00, and on that day the customer pointed out that on the bottom left side on the back of one piece was a small area of discoloration and also on one cushion.The customer was offered to refuse the furniture and we would schedule another set to be delivered, or we would give a substantial discount to keep the merchandise AS IS The customer selected to take the discount of $off each piece The customer asked at that time if she could purchase the warranty, and the delivery rep said no Warranty is to be sold at the time of purchase only.Ms [redacted] contacted the store and the store management team got approval to sell her the warranty after the delivery That order is [redacted] 10/17/ There are written terms and conditions available at the store and also on line and describe what is covered and what is not Pet damage and accumulated damages are not coveredmonths after the purchase, on 4/24/Ms [redacted] called in to report problems with her sofa and loveseatThe Rep tried to assist Ms [redacted] even though the order was discounted to and asked her to send in pictures The rep sent the pictures to the vendor who said the damages were not vendor defects Ms [redacted] spoke to several people in our management team, all who explained that the merchandise was AS IS, and the damages were not vendor caused The rep also assisted with a possible warranty claim, however, this too was denied because this was not accidental damages even though at one point it was reported that the one damaged area started from a small puncture or rip caused by her doggie Pet damage is not covered.We have attached the pictures of the damaged areas We will not exchange or service.thank you
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowMy friend, [redacted] used her credit card to purchase the chair for the perks, but I paid her cash, it's [redacted] chairI returned all of the phone calls from Haynes/The Dump but the customer service person was never availableI called Cindy A***(customer service manager) again today 10-13-at 12:There has been no replyThis dispute has dragged on for months unnecessarilyI called the warranty company as soon as the chair stopped working in the open positionThey said they would come to look at it IN WEEKS!! At their convenience.Again,who cares about the customer who just purchased a supposedly, BRAND NEW chairThey finally came but still didn't repair the chairHe had to order the main motor part! So another several weeks to wait for repair of a BRAND NEW reclinerThat should not have happenedThis recliner is a lemon, poorly made, & should not be deemed as a New product I continued to ask for help from the salesperson & manager by going directly to the storeAgain no helpI called the customer service dept many many times to complain of the lack of proper attention & serviceI can understand repairing a or year old product that has had some wear but this chair was less than month old & very little use as I do not live at the premisesI would be more than happy to discuss this problem with the customer service managerI spoke to Susan H [redacted] ( customer service) who assured me that she would take care of this problem and to call her anytimeThat was around July 14.None of my calls were returned I have called their main office several time to speak with the CEOHe has not returned my callsI hope The Dump/Haynes will make changes to improve their customer serviceI have been treated rudelyThis company has made statements concerning the use of the chair & of my healthI am offended at the bullying tactics and statementsIt is extremely unprofessionalThey made a claim that I was living & sleeping in the chair day & nightI don't live at the premises or sleep thereThe person who wrote that letter should be corrected and an apology should be sentTheir policies on no-returns, needs to be changed on BRAND NEW productsMany companies value the quality of their products and their customersMany will refund their FAULTY PRODUCTS or replace it because they value their reputation and doing the right by their customers [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
Under customer file [redacted] Order number [redacted] , purchase of piece sectional made by [redacted] delivered May of June 20, customer called in to report a discoloration spot 6/28/14-- Leather technician went to the home and reported that there is no vendor defect The areas that the customer pointed out looks like accidental damage or customer use.The areas were scratched, and that is how the color was removed The leather tech restored the color to vendor condition Mrstated he was satisfied with the work.-Service file closedMONTHS LATER, 10/6/2014-- customer reports discoloration again Leather tech went to the home and restored the area Customer reported good work-Service file closedmonths later, 12/29/2014-- customer reports the raf recliner not opening and closing smoothly and also reports more discoloration Technician is sent out and he reports that there is a problem with the mech, and possibly also the motor The discoloration appears to be pet scratches and can not be restored this time It was also reported that the condition of the furniture was poor with many scratches and pet footprints on it.We requested a motor and a mech to restore interior-- and it took several months to get just the motor The mech still had not arrived Mr [redacted] was unhappy with the wait We requested an RA from the vendor due to the long wait for parts months later....March 13, we were given an RA..from the vendor, but we could not replace the merchandise, because it was no longer being made Mr [redacted] was approved for a reselection A return ticket was entered 206LLK Rep called the [redacted] and left a message We hold reselection approvals for two weeks 3/27/ Reminder call made to the [redacted] to advise they need to go to the store and reselect.Customer did not process any reselection In JUNE The [redacted] contacted the store manager and we got an extension for the RA Mr [redacted] indicated he was moving to PA Arrangements were made to accommodate them The return was done in Virginia on [redacted] Merchandise inspection reported pet damage.Reselection on [redacted] piece sectional made by [redacted] delivered to the PA address on July 3, 2015.August 2015-- Mrs [redacted] called the Richmond Dump store and reported peeling and discoloration, and that she is unhappy with the quality and wants to return the entire set Rep requests pictures.Please see [redacted] pictures.The pictures were sent to the vendor who would not authorize an RA It was also noted that the merchandise would expect to have some fading, as it is in a sunny room, but looks good The marks appear to be rub marks, and not vendor defect No peeling is observed No return or reselect are approved.If the [redacted] have further issues, they may call in to customer service and we will open a service file to report the issues to the vendor and respond accordingly [redacted] thank you
RevDex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The item might have been to large but the main complaint is that the team could not figure out how to get the furniture at its desired location without doing further damage to my walls and stair case. After several attempts the delivery team decided that they should not try any more because of the damage being done.
Our shipment did not arrive in time for the sale; however, we offered a comparable product which Mr [redacted] did not find satisfactoryWe are working to obtain the original set that was advertisedOur store manager will be happy to contact him when it arrives
We apologize that the customer is upset with the purchase When a purchase is made, a copy of that purchase is given to the customer detailing all of the merchandise ordered On order number [redacted] , the 2nd line on the order shows two [redacted] Foundations at $eachand the delivery manifest also shows two mattresses and two foundations.The customer did call into customer service on the day of delivery, March 15th, and reported that he was unhappy that the foundations were on the order, and he had been charged for them, and did sign for them on delivery He said he would keep them, but he really did not need them The information was shared with the store team.The customer also sent in a negative review saying he was unaware that the foundations were on the order.The store manager did contact the customer and offered the customer to return the foundations for a refund, but the customer said no The store manager also offered a gift certificate in the amount of what he paid for the two foundations, but again the customer said no, as he was moving out of the state.Again, we do apologize for any misunderstanding.thank you
The business reached out to Revdex.com with additional information regarding this customer's concernsThey apologized for the confusion of this matter and delays caused with communicationThe buyer was sending a sample of the items the customer was interested inOnly one color was available to be sent to this customer's location
For this order we have on record that the warranty was offered at the time of purchase, and was declined by the customer Order number 206LFH 10/13/ On delivery, 10/16/14delivery was made for a sofa $and a loveseat $349.00, and on that day the customer pointed out that on the bottom left side on the back of one piece was a small area of discoloration and also on one cushion.The customer was offered to refuse the furniture and we would schedule another set to be delivered, or we would give a substantial discount to keep the merchandise AS IS The customer selected to take the discount of $off each piece The customer asked at that time if she could purchase the warranty, and the delivery rep said no Warranty is to be sold at the time of purchase only.Ms [redacted] contacted the store and the store management team got approval to sell her the warranty after the delivery That order is [redacted] 10/17/ There are written terms and conditions available at the store and also on line and describe what is covered and what is not Pet damage and accumulated damages are not coveredmonths after the purchase, on 4/24/Ms [redacted] called in to report problems with her sofa and loveseatThe Rep tried to assist Ms [redacted] even though the order was discounted to and asked her to send in pictures The rep sent the pictures to the vendor who said the damages were not vendor defects Ms [redacted] spoke to several people in our management team, all who explained that the merchandise was AS IS, and the damages were not vendor caused The rep also assisted with a possible warranty claim, however, this too was denied because this was not accidental damages even though at one point it was reported that the one damaged area started from a small puncture or rip caused by her doggie Pet damage is not covered.We have attached the pictures of the damaged areas We will not exchange or service.thank you
The customer has requested a pick up date of 12/19/for the dining setShe will receive a full refund