Revdex.com: 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 complaint I filed stated that the verbal sales presentation was not an accurate description of the agreement While I did sign all of those forms, it wasn't until after my payment was rendered The salesman said that the date at the top of the page is an auto-generated date and did not reflect the true length of time Additionally, he said that the sectional I was ordering was NOT a customized order as the model is designed to allow customers to pick and choose pieces Lastly, the response made by Muenchen's made it sound like their customer service representatives gave me detailed information on what I could expect from my order That is not an accurate depiction of the conversations In each of the conversations, [redacted] and [redacted] would end the call by saying they would find out more information and get back with me on "X" date, and they NEVER followed through with that call Each time I had to initiate the follow-up Regards, [redacted] ***
Revdex.com: 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 information presented in the response was inaccurate and fabricated to minimize the horrible customer service experience I have received and continue to receive Please see my detailed responses in red to this response."As stated in the initial complaint sales associate [redacted] was helpful, informative and accommodating as stated by Ms***Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April (This is inaccurate The sales associate [redacted] mentioned it AFTER paying in full that it would take 4-weeks, and the date listed on the paperwork is an automated date and will not take that long.) Ms [redacted] paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web site(Besides being printed, this was never explained to me during the sales process.) As we know some things come up colors not matching, furniture doesn't fit etcThis was never discussed during her purchase as she was fine with placing her order(See previous comment.) Some furniture does come in earlier as we notify all customers as stated by sales associate ***During the estimated furniture time period Ms [redacted] called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate [redacted] as he had suggested(See all previous comments.) Ms [redacted] called to check the status of her order several times and our staff would give her the updated information as we received it(After almost two full weeks after placing the order, I still have yet to receive any communication from Muenchen's Furniture as to the status of my order When I originally reached out, [redacted] did not have any information to provide to me, which is a problem as a customer She was then suppose to follwith me and never did When I called back (when [redacted] was suppose to call me back, as she stated on original phone call), I spoke with ***, and the exact conversation occurred where she was unable to provide me, the customer, any information regarding the status of my order [redacted] assured me she would follwith me on the phone by "X" date, and each time she did not I called thereafter to receive the information I was originally seeking Over the various calls, Muenchen's Furniture was unable to provide me with the information I expected as a customer.) There was never any new information as he furniture order was in the process statusWe document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shippingApril 2nd Ms [redacted] decided to call and check the status of her once again as statedOffice administrator [redacted] gave Ms [redacted] the updated information that we had received and let her know it was now in transitMs [redacted] asked to speak to the manager Store manager [redacted] called and talked to Ms [redacted] and could tell she was frustrated with her purchase experienceShe anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashionAfter talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associateAs a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order(That's inaccurate as well, as the manager stated there is no way he could refund my order.) Ms [redacted] followed up with her order several times during transit through e-mail and was given up to date information as we received itOnce her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th On Mon April 20th we left Ms [redacted] a courtesy follow up call(Also inaccurate I left [redacted] a voicemail on Tuesday, April 21st and have yet to receive a call back The sales manager, ***, also left me a voicemail.) No response has been givenWe can not give Ms [redacted] a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale " Regards, [redacted] ***
Revdex.com: 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 A representative of Muenchens contacted my wife and offered a prorated store credit prior to us receiving the report from the warranty company which we found was to low We then received information from the warranty company that the issues with the furniture were wear and tear and that they would not be repairing the furniture This is totally unacceptable I don't understand how mechanism failures on the loveseat and one on the sofa in years can be wear and tear, especially since the loveseat is a power recline love seat Also, the structural failure on the love seat cannot be considered wear and tear as well as the fabric deterioration and the seam separation For us to have paid extra for the extended warranty and then have the company say they are not going to fix it is ridiculous Per the attached [redacted] MFG Warranty, the mechanisms have a LIFETIME warranty, the power mechanisms have a year warranty, which the initial most recent complaint was filed within the year warranty period and had already been replace once before (September 2016) for replacement, the frame the springs frame and parts have a year warranty, which we are still covered forWe expect ***, Muenchens and the warranty company to do the right thing here We are hesitant to accept a store credit based on the experience we have had with this furniture We feel we may be in form ore of the same if we use the store credit and pay the difference for what we have in mind Our trust in this company is very low, and we feel like we are being taken advantage of We are willing to continue negotiations with Muenchens and may be willing to accept a larger store credit Regards, [redacted] ***
Mr [redacted] ***, I am so sorry about the problems you have had with your mattress purchaseYour upgraded re-selected mattress purchase from 5/is due in on Wednesday 6/17-Thursday 6/We value you as a customer and for your patience in resolving your mattress issues we would like to offer you 20% off your upgraded mattress selectionThis would make your purchase an even exchange or we will issue a full return of your mattress purchase Thank you, [redacted]
Good Afternoon Ms [redacted] and Revdex.com,At Muenchens Furniture we value Ms [redacted] business and strive to make her home furnishings purchase a pleasant experienceOn March 8, Ms [redacted] purchased a sectional in a configuration that needed to be special ordered from the manufactureThis is normally a process of taking 6-weeks to provideThat information is printed at the bottom of every invoice and is also printed on the outside of every envelope provided with each order Ms [redacted] was informed of that time frame at the time of purchase week and days after placing her order on March Ms [redacted] called to check the status of her sectional and Ms [redacted] was informed it was in process and it would be mid-late April for her sectionalweek and days after placing her order on March Ms [redacted] called to check the status of her order and Ms [redacted] was informed that it was in process and estimated to ship March from the manufacture and would be estimated to ship to us in 7-days weeks and days after placing her order on March Ms [redacted] called to check the status of her order and was informed it was in process and estimated to ship on March from the manufacture and would be estimated to ship to us in 7-daysweeks and days Ms [redacted] called to check the status of her order and was informed on the weekends the factory is closedweeks and days on April Ms [redacted] called to check the status of her order and was informed her sectional was loaded and estimated to ship on March and it would take an estimated 7-days to receive it from the shipping companyMs [redacted] wanted to speak to the managerI called and talked to Ms [redacted] and she had explained her concern for her order as stated in her postI apologized to Ms [redacted] for the experience she has felt she has been given and I explained to Ms*** that it is when special ordering furniture to take the estimated time frame of 6-weeks as quoted at the time of saleI also explained to her that we are right on schedule with her sectional in the configuration that she needsI also explained to her that there are three suppliers that are making her sectional just the way she wants it and it is a timely processShe expressed her disappointment in the experience she has been provided and wanted to know her optionsI had explained that we can not cancel special order products only stocked itemsHowever, I would refund her delivery charge for her disappointmentShe told me she would take the refund of the delivery charge and would be reporting a complaint with the Revdex.comI have refunded her delivery charge and sent her a copy of her receiptWe can not issue a refund of 15-% as requestedHowever we will issue an additional 7% off her special order sectional if her furniture does not arrive by the estimated time period of April 24, as quoted on her purchased date of March 8, I have attached a signed copy of her receipt with the estimated delivery date stating April 24, Please note at the bottom of each page it states to please allow up to - weeks for orders to arrive, 25% fee will be charged for returned merchandise Thank you,*** [redacted] General Manager
Dear [redacted] , I received your letter in regards to ID# [redacted] , in which the complaint involved a product issue The customer originally purchased a Floor Sample sold “As-Is” sofa (Manufacture: [redacted] ) from us on 8/27/and picked it up on 8/30/11, in which they signed a waiver releasing Muenchens Furniture responsible for any damage that occurs to their merchandise during transit This waiver also gave the number to call in regards to the manufacturer’s warranty We ended up replacing that sofa for them as the customer claimed it was defective on 12/21/which is against our policy for Floor Sample merchandise The customer reselected from the original sofa to a different sofa (Manufacture: [redacted] ) The cost of the new sofa was $more than the original sofa, they did purchase the extended 5yr warranty ( [redacted] ) for an additional $ Customer was given [redacted] warranty paperwork on 12/21/when the sofa was replaced We received an email from the “Contact Us” page on our website that the customer posted on 1/1/and reached out to them in regards to their complaint The customer did call back and explained that the cushions on the sofa were flattening and that the sofa feels very uncomfortable we explained to the customer that the flattening of cushions is not covered under the manufactures warranty Customer called back on 1/12/in regards to their sofa, we explained to the customer again that the cushions flattening are considered wear and tear and that the 1yr manufacture warranty elapsed on 12/21/ Customer did mention that they purchased the extended warranty; we went on to explain that [redacted] would not address the issue of cushions flattening as they also consider it wear and tear We did ask the customer if there were any other issues with the sofa and they stated that it makes a noise when they use the recliner We went on to tell the customer that they could call [redacted] in regards to the noise on the recliner and that they could mention to them about the cushions, but advised them that it would not be covered Our policies and guarantees are printed on our envelope that the customer receives at time of purchase with a copy of their order We have included our 1-year guarantee and return, exchanges, and refunds policy in the attachment We have also included the Manufactures ( [redacted] ) warranty information 1-Year Guarantee – Muenchen’s Furniture stands behind all of our products and will give you a one year service warranty against manufacture defects This warranty includes a one-time free service call if needed to repair and fix any manufacture defect Charges will apply if a second service call is needed Returns, exchanges & refunds – An Exchange or Return must be accompanied by you receipt Exchanges can be made for stock item only Returns must be within days and merchandise in original condition Clearance Center – Clearance Center merchandise, merchandise, floor samples cannot be refunded or reselected [redacted] Furniture – Warranty Information Cushioning – year limited warranty All seat cushion cores will soften with use and will conform to the shape of the user This shall be considered wear, and shall not be considered a loss of resiliency or a material manufacturing defect Please let me know if there is anything further you need from me and I will happily assist you Sincerely, [redacted] Muenchens Furniture Customer Service Coordinator
[redacted] ***, Once again we apologize for your troubles and understand your frustrationAt this point, it appears [redacted] , the warranty company has denied your claim due to wear and tearWe strive to do everything we can to assist if ever a situation such as this occursWe offer a one-year in house warranty on all new merchandise which includes one free service/technician labor appointment, and from reviewing our records we have provided you with twoWe are still offering to assist you by allowing you a monetary reimbursement prorated for the amount of time you've owned your furnitureThe amount is based off the original value of your merchandiseAt this time, we are unable to provide you with any additional reimbursement, although we are more than willing to assist you in selecting new merchandiseIf you would like move forward with your prorated credit, please contact our General Manager, Jeff Rat ###-###-####Thank you
Mr [redacted] , Thank you very much for reaching out to the Revdex.com to voice your concern regarding our Free Hall Tree promotionPursuant to the coupon sent out; the coupon is attached for reference; the hall trees were one per household, WHILE SUPPLIES LASTOnce we ran out of hall trees we gave everyone that brought in the coupon the opportunity to register to win a gift card to a local restaurantYour wife filled out the register to win form; which we made very clear did not guarantee her a hall treeWe did not tell anyone we would guarantee them a hall tree once we ran out; as we had over coupons redeemed (for hall trees and as part of the register to win)We wiped two manufacturers out of hall trees; and, we cannot get anymoreWe did everything we could to service our customers for this promotion and we are very sorry you came to redeem your hall tree coupon after all supplies were given outAs for your comment about the owner; Steve Muenchen, did not have any interaction with any customers regarding the hall tree promotion; he went above and beyond to get as many hall trees as possibleWe are very sorry to hear you had a negative experience with a member of our team, it is our goal to treat every customer is a positive and professional manner Thank you, Muenchens Furniture Management
Revdex.com: 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 response from the manager does not address my initial complaint, which clearly stated that the verbal sales experience was not representative of the written agreement The issues with my order did not come to light within the first three days of my purchase Additionally, at no point was I given the option to cancel my oder within three days Although they have plans to deliver my product tomorrow, Saturday, April 18, 2015, that does not change the extremely poor customer service experience I received and continue to receive, which prompted the Revdex.com complaint Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
At any time of the initial sale Ms*** could have voided her orderCustomer's have up to days to cancel any order submittedMs*** is scheduled for delivery on Saturday 4-18-2015.Thank you, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from the manager does not address my initial complaint, which clearly stated that the verbal sales experience was not representative of the written agreement The issues with my order did not come to light within the first three days of my purchase Additionally, at no point was I given the option to cancel my oder within three days Although they have plans to deliver my product tomorrow, Saturday, April 18, 2015, that does not change the extremely poor customer service experience I received and continue to receive, which prompted the Revdex.com complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I apologize for the delay in responding to Muenchens comments. The only choices were to accept or reject, and neither of those were an option. We are not happy with their resolution and we feel we are being pressured to accept their only options. They are offering a store credit and we are reluctant to accept more furniture from them with the same problems. I don’t understand why they won’t make some of the repairs that are clearly warranted by the manufacturer like the reclining mechanism that has a lifetime warranty( the manual one is guaranteed for life by ***) I will send my wife in to review additional options since it seems that a partial store credit is our only option I am truly disappointed by this whole process. Please be sure that the post on your website states that their was no satisfactory resolution to this situation, and that we were forced to accept the partial credit or nothing at all. If they would fix the furniture, that would be acceptable to us. Sincerely*** ***
Dear *** ***,Per your request, please find attached a copy of the extended warranty, the original receipt and a few photos of the damaged furniture. AS you can see the furniture has not held up well at all, and we have had numerous service calls including in the first year. I had previously attached on your website the *** furniture warranty, so you should have a copy of that. Needless to say, we have been so disappointed since day one with this furniture, and its not as if we have small children or animals abusing the furniture. We are both in our 60’s and take care of the things we have worked so hard to acquire. If you review the service call history, you will find numerous calls for this furniture. We were never issued receipts for these service calls or I would have I included them. We were just required to sign on the electronic device the service company brought.We feel that Muenchens offer of an $store credit is a low offer and we are worried we will be in the same situation with any new items we might get from them. And their service history and willingness to stand behind the products they sell are less than satisfactory. We would settle for the $in cash so we can look elsewhere for quality furniture, and they can have the furniture back or we would accept them repairing the furniture. It is not what we were hoping for, but we feel that failing to accept will leave us with nothing but broken down furniture, which is NOT acceptable. We feel as if we are being taken advantage of and cheated by Muenchens failure to stand by their products, or provide a satisfactory outcome and we are hoping that you will be sure to post our feelings along with our claim on your website so others can beware of dealing with this companyPlease don’t hesitate to contact me at ###-###-#### if you have any questions or need additional information. Sincerely, *** *** *** ***photos and copy of warranty/receipt
Hi ***, thank you for bringing this to our attentionWe apologize for your troubles and understand your frustrationWe are actively seeking information regarding your situationOur Customer Care Coordinator contacted ***, the warranty company for your extended warranty, on 2/3/
and provided them with all the necessary details they would need to evaluate your caseAt this time, we are waiting on *** to approve your claim and provide us with the next steps to takeWe will continue to monitor your claim to ensure the best possible service is providedPlease do not hesitate to contact us with any questionsThank you very much
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] They are not being truthfulI was told that we would get one when they came in and was never told while supplies lastI was even told we could get a store creditWe were not told anything about a stupid gift card raffleThey should not send out stuff like this and then screw people out of it because they are not spending more money in the storeIt seems too many people came in and they don't want to fulfill there promiseThis is bad business and I will make sure to tell everyone I talk to to not shop there
Regards,
*** ***
*** *** *** ***, we’re sorry to hear that you feel our offer does not resolve your complaintWe have gone over your warranty claim with *** and from what we were told the claim was for peeling and cracking of the material, that of which we are unable to repairAdditionally, *** provides a one-year warranty on their upholstery/leather, therefore, after three years of use your claim would not fall under their coverage either That said, we always strive to assist our clients anyway we can and we would love the opportunity to resolve this matter entirelyOur offer of an $in store credit is still available to you, which will allow you to come in and select something newIn addition to that, we will give you a bottle of cleaner/protector for free to help ensure this doesn’t happen again to your new furnitureProperly conditioning and cleaning your furniture on a regular basis is necessary to reduce and minimize signs of wear and tear, and is great at protecting furniture from the naturally occurring oils and salts from skin and hair which will leave a residue on any leather surface and cause cracking and peeling if not maintainedYou’re also welcome to keep the sofa and loveseat that you currently have If you are in need of having the mechanism(s) repaired, although not part of your current *** claim, we can assist with thatIf you are in need of one new mechanism we will order the part and provide you with one service at no charge to install itThis goes above our standard in-house one year warranty as we’ve now provided you with multiple services and it is far past the one year markIf you need two mechanisms, we can still provide the service to order/install both for $125, for three the cost is $250, etc Please note, these are two separate options and you’re welcome to select whichever one works best for you, however we cannot provide you with bothWe feel that both options are more than fairPlease contact our General Manager to make your selection and get the process started Thank you, Muenchens Furniture (Image provided by ***)
I am sorry Ms*** feels like she has been given poor customer serviceAs we value her as a customer and continue to strive and make every purchase at Muenchens Furniture a pleasant experience with exceptional customer serviceWe continue to educate our sales staff and encourage them to ask all questions and concerns from the customer's at the time of sale. Manufacturing of furniture takes some time to be produced and shipped. We are educating customers with informative information of policy's and procedures on our receipt envelopes and on our web site at *** * As stated in the initial complaint sales associate *** was helpful, informative and accommodating as stated by Ms***. Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April Ms*** paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web siteAs we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her orderSome furniture does come in earlier as we notify all customers as stated by sales associate ***. During the estimated furniture time period Ms*** called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate *** as he had suggested. Ms*** called to check the status of her order several times and our staff would give her the updated information as we received it. There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shipping. April 2nd Ms*** decided to call and check the status of her once again as statedOffice administrator *** gave Ms*** the updated information that we had received and let her know it was now in transit. Ms*** asked to speak to the manager. Store manager *** called and talked to Ms*** and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order. Ms *** followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th. On Mon April 20th we left Ms*** a courtesy follow up callNo response has been given. We can not give Ms*** a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale
We finally received a call from Muenchens on Feb stating that we should here from their service company, which is a new company we are not familiar with, Furniture something, not *** This was after my wife had called more times We finally received a call from a company that stated they would be out on Feb 23, another full week later, to look at the furniture to determine what parts will be needed to fix the furniture At this point, we do not want parts, we have already been there and done that We want the furniture replaced or a full refund issued and the furniture picked up so we can get something elseThe response time has been ridiculous Our most recent complaint was filed in September of 2016!
Good Afternoon Ms*** and Revdex.com,At Muenchens Furniture we value Ms*** business and strive to make her home furnishings purchase a pleasant experienceOn March 8, Ms*** purchased a sectional in a configuration that needed to be special ordered from the manufactureThis
is normally a process of taking 6-weeks to provideThat information is printed at the bottom of every invoice and is also printed on the outside of every envelope provided with each order. Ms*** was informed of that time frame at the time of purchase. week and days after placing her order on March 18 Ms*** called to check the status of her sectional and Ms*** was informed it was in process and it would be mid-late April for her sectional. week and 5 days after placing her order on March Ms*** called to check the status of her order and Ms*** was informed that it was in process and estimated to ship March from the manufacture and would be estimated to ship to us in 7-days . weeks and 5 days after placing her order on March 27 Ms*** called to check the status of her order and was informed it was in process and estimated to ship on March from the manufacture and would be estimated to ship to us in 7-daysweeks and days Ms*** called to check the status of her order and was informed on the weekends the factory is closedweeks and days on April 2 Ms*** called to check the status of her order and was informed her sectional was loaded and estimated to ship on March 30 and it would take an estimated 7-days to receive it from the shipping companyMs*** wanted to speak to the managerI called and talked to Ms*** and she had explained her concern for her order as stated in her postI apologized to Ms*** for the experience she has felt she has been given and I explained to Ms*** that it is normal when special ordering furniture to take the estimated time frame of 6-weeks as quoted at the time of saleI also explained to her that we are right on schedule with her sectional in the configuration that she needsI also explained to her that there are three suppliers that are making her sectional just the way she wants it and it is a timely process. She expressed her disappointment in the experience she has been provided and wanted to know her options. I had explained that we can not cancel special order products only stocked itemsHowever, I would refund her delivery charge for her disappointmentShe told me she would take the refund of the delivery charge and would be reporting a complaint with the Revdex.com. I have refunded her delivery charge and sent her a copy of her receiptWe can not issue a refund of 15-% as requestedHowever we will issue an additional 7% off her special order sectional if her furniture does not arrive by the estimated time period of April 24, as quoted on her purchased date of March 8, 2015. I have attached a signed copy of her receipt with the estimated delivery date stating April 24, 2015. Please note at the bottom of each page it states to please allow up to - weeks for orders to arrive, 25% fee will be charged for returned merchandise. Thank you,*** ***General Manager
Revdex.com: 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 complaint I filed stated that the verbal sales presentation was not an accurate description of the agreement While I did sign all of those forms, it wasn't until after my payment was rendered The salesman said that the date at the top of the page is an auto-generated date and did not reflect the true length of time Additionally, he said that the sectional I was ordering was NOT a customized order as the model is designed to allow customers to pick and choose pieces Lastly, the response made by Muenchen's made it sound like their customer service representatives gave me detailed information on what I could expect from my order That is not an accurate depiction of the conversations In each of the conversations, [redacted] and [redacted] would end the call by saying they would find out more information and get back with me on "X" date, and they NEVER followed through with that call Each time I had to initiate the follow-up Regards, [redacted] ***
Revdex.com: 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 information presented in the response was inaccurate and fabricated to minimize the horrible customer service experience I have received and continue to receive Please see my detailed responses in red to this response."As stated in the initial complaint sales associate [redacted] was helpful, informative and accommodating as stated by Ms***Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April (This is inaccurate The sales associate [redacted] mentioned it AFTER paying in full that it would take 4-weeks, and the date listed on the paperwork is an automated date and will not take that long.) Ms [redacted] paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web site(Besides being printed, this was never explained to me during the sales process.) As we know some things come up colors not matching, furniture doesn't fit etcThis was never discussed during her purchase as she was fine with placing her order(See previous comment.) Some furniture does come in earlier as we notify all customers as stated by sales associate ***During the estimated furniture time period Ms [redacted] called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate [redacted] as he had suggested(See all previous comments.) Ms [redacted] called to check the status of her order several times and our staff would give her the updated information as we received it(After almost two full weeks after placing the order, I still have yet to receive any communication from Muenchen's Furniture as to the status of my order When I originally reached out, [redacted] did not have any information to provide to me, which is a problem as a customer She was then suppose to follwith me and never did When I called back (when [redacted] was suppose to call me back, as she stated on original phone call), I spoke with ***, and the exact conversation occurred where she was unable to provide me, the customer, any information regarding the status of my order [redacted] assured me she would follwith me on the phone by "X" date, and each time she did not I called thereafter to receive the information I was originally seeking Over the various calls, Muenchen's Furniture was unable to provide me with the information I expected as a customer.) There was never any new information as he furniture order was in the process statusWe document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shippingApril 2nd Ms [redacted] decided to call and check the status of her once again as statedOffice administrator [redacted] gave Ms [redacted] the updated information that we had received and let her know it was now in transitMs [redacted] asked to speak to the manager Store manager [redacted] called and talked to Ms [redacted] and could tell she was frustrated with her purchase experienceShe anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashionAfter talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associateAs a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order(That's inaccurate as well, as the manager stated there is no way he could refund my order.) Ms [redacted] followed up with her order several times during transit through e-mail and was given up to date information as we received itOnce her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th On Mon April 20th we left Ms [redacted] a courtesy follow up call(Also inaccurate I left [redacted] a voicemail on Tuesday, April 21st and have yet to receive a call back The sales manager, ***, also left me a voicemail.) No response has been givenWe can not give Ms [redacted] a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale " Regards, [redacted] ***
Revdex.com: 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 A representative of Muenchens contacted my wife and offered a prorated store credit prior to us receiving the report from the warranty company which we found was to low We then received information from the warranty company that the issues with the furniture were wear and tear and that they would not be repairing the furniture This is totally unacceptable I don't understand how mechanism failures on the loveseat and one on the sofa in years can be wear and tear, especially since the loveseat is a power recline love seat Also, the structural failure on the love seat cannot be considered wear and tear as well as the fabric deterioration and the seam separation For us to have paid extra for the extended warranty and then have the company say they are not going to fix it is ridiculous Per the attached [redacted] MFG Warranty, the mechanisms have a LIFETIME warranty, the power mechanisms have a year warranty, which the initial most recent complaint was filed within the year warranty period and had already been replace once before (September 2016) for replacement, the frame the springs frame and parts have a year warranty, which we are still covered forWe expect ***, Muenchens and the warranty company to do the right thing here We are hesitant to accept a store credit based on the experience we have had with this furniture We feel we may be in form ore of the same if we use the store credit and pay the difference for what we have in mind Our trust in this company is very low, and we feel like we are being taken advantage of We are willing to continue negotiations with Muenchens and may be willing to accept a larger store credit Regards, [redacted] ***
Mr [redacted] ***, I am so sorry about the problems you have had with your mattress purchaseYour upgraded re-selected mattress purchase from 5/is due in on Wednesday 6/17-Thursday 6/We value you as a customer and for your patience in resolving your mattress issues we would like to offer you 20% off your upgraded mattress selectionThis would make your purchase an even exchange or we will issue a full return of your mattress purchase Thank you, [redacted]
Good Afternoon Ms [redacted] and Revdex.com,At Muenchens Furniture we value Ms [redacted] business and strive to make her home furnishings purchase a pleasant experienceOn March 8, Ms [redacted] purchased a sectional in a configuration that needed to be special ordered from the manufactureThis is normally a process of taking 6-weeks to provideThat information is printed at the bottom of every invoice and is also printed on the outside of every envelope provided with each order Ms [redacted] was informed of that time frame at the time of purchase week and days after placing her order on March Ms [redacted] called to check the status of her sectional and Ms [redacted] was informed it was in process and it would be mid-late April for her sectionalweek and days after placing her order on March Ms [redacted] called to check the status of her order and Ms [redacted] was informed that it was in process and estimated to ship March from the manufacture and would be estimated to ship to us in 7-days weeks and days after placing her order on March Ms [redacted] called to check the status of her order and was informed it was in process and estimated to ship on March from the manufacture and would be estimated to ship to us in 7-daysweeks and days Ms [redacted] called to check the status of her order and was informed on the weekends the factory is closedweeks and days on April Ms [redacted] called to check the status of her order and was informed her sectional was loaded and estimated to ship on March and it would take an estimated 7-days to receive it from the shipping companyMs [redacted] wanted to speak to the managerI called and talked to Ms [redacted] and she had explained her concern for her order as stated in her postI apologized to Ms [redacted] for the experience she has felt she has been given and I explained to Ms*** that it is when special ordering furniture to take the estimated time frame of 6-weeks as quoted at the time of saleI also explained to her that we are right on schedule with her sectional in the configuration that she needsI also explained to her that there are three suppliers that are making her sectional just the way she wants it and it is a timely processShe expressed her disappointment in the experience she has been provided and wanted to know her optionsI had explained that we can not cancel special order products only stocked itemsHowever, I would refund her delivery charge for her disappointmentShe told me she would take the refund of the delivery charge and would be reporting a complaint with the Revdex.comI have refunded her delivery charge and sent her a copy of her receiptWe can not issue a refund of 15-% as requestedHowever we will issue an additional 7% off her special order sectional if her furniture does not arrive by the estimated time period of April 24, as quoted on her purchased date of March 8, I have attached a signed copy of her receipt with the estimated delivery date stating April 24, Please note at the bottom of each page it states to please allow up to - weeks for orders to arrive, 25% fee will be charged for returned merchandise Thank you,*** [redacted] General Manager
Dear [redacted] , I received your letter in regards to ID# [redacted] , in which the complaint involved a product issue The customer originally purchased a Floor Sample sold “As-Is” sofa (Manufacture: [redacted] ) from us on 8/27/and picked it up on 8/30/11, in which they signed a waiver releasing Muenchens Furniture responsible for any damage that occurs to their merchandise during transit This waiver also gave the number to call in regards to the manufacturer’s warranty We ended up replacing that sofa for them as the customer claimed it was defective on 12/21/which is against our policy for Floor Sample merchandise The customer reselected from the original sofa to a different sofa (Manufacture: [redacted] ) The cost of the new sofa was $more than the original sofa, they did purchase the extended 5yr warranty ( [redacted] ) for an additional $ Customer was given [redacted] warranty paperwork on 12/21/when the sofa was replaced We received an email from the “Contact Us” page on our website that the customer posted on 1/1/and reached out to them in regards to their complaint The customer did call back and explained that the cushions on the sofa were flattening and that the sofa feels very uncomfortable we explained to the customer that the flattening of cushions is not covered under the manufactures warranty Customer called back on 1/12/in regards to their sofa, we explained to the customer again that the cushions flattening are considered wear and tear and that the 1yr manufacture warranty elapsed on 12/21/ Customer did mention that they purchased the extended warranty; we went on to explain that [redacted] would not address the issue of cushions flattening as they also consider it wear and tear We did ask the customer if there were any other issues with the sofa and they stated that it makes a noise when they use the recliner We went on to tell the customer that they could call [redacted] in regards to the noise on the recliner and that they could mention to them about the cushions, but advised them that it would not be covered Our policies and guarantees are printed on our envelope that the customer receives at time of purchase with a copy of their order We have included our 1-year guarantee and return, exchanges, and refunds policy in the attachment We have also included the Manufactures ( [redacted] ) warranty information 1-Year Guarantee – Muenchen’s Furniture stands behind all of our products and will give you a one year service warranty against manufacture defects This warranty includes a one-time free service call if needed to repair and fix any manufacture defect Charges will apply if a second service call is needed Returns, exchanges & refunds – An Exchange or Return must be accompanied by you receipt Exchanges can be made for stock item only Returns must be within days and merchandise in original condition Clearance Center – Clearance Center merchandise, merchandise, floor samples cannot be refunded or reselected [redacted] Furniture – Warranty Information Cushioning – year limited warranty All seat cushion cores will soften with use and will conform to the shape of the user This shall be considered wear, and shall not be considered a loss of resiliency or a material manufacturing defect Please let me know if there is anything further you need from me and I will happily assist you Sincerely, [redacted] Muenchens Furniture Customer Service Coordinator
[redacted] ***, Once again we apologize for your troubles and understand your frustrationAt this point, it appears [redacted] , the warranty company has denied your claim due to wear and tearWe strive to do everything we can to assist if ever a situation such as this occursWe offer a one-year in house warranty on all new merchandise which includes one free service/technician labor appointment, and from reviewing our records we have provided you with twoWe are still offering to assist you by allowing you a monetary reimbursement prorated for the amount of time you've owned your furnitureThe amount is based off the original value of your merchandiseAt this time, we are unable to provide you with any additional reimbursement, although we are more than willing to assist you in selecting new merchandiseIf you would like move forward with your prorated credit, please contact our General Manager, Jeff Rat ###-###-####Thank you
Mr [redacted] , Thank you very much for reaching out to the Revdex.com to voice your concern regarding our Free Hall Tree promotionPursuant to the coupon sent out; the coupon is attached for reference; the hall trees were one per household, WHILE SUPPLIES LASTOnce we ran out of hall trees we gave everyone that brought in the coupon the opportunity to register to win a gift card to a local restaurantYour wife filled out the register to win form; which we made very clear did not guarantee her a hall treeWe did not tell anyone we would guarantee them a hall tree once we ran out; as we had over coupons redeemed (for hall trees and as part of the register to win)We wiped two manufacturers out of hall trees; and, we cannot get anymoreWe did everything we could to service our customers for this promotion and we are very sorry you came to redeem your hall tree coupon after all supplies were given outAs for your comment about the owner; Steve Muenchen, did not have any interaction with any customers regarding the hall tree promotion; he went above and beyond to get as many hall trees as possibleWe are very sorry to hear you had a negative experience with a member of our team, it is our goal to treat every customer is a positive and professional manner Thank you, Muenchens Furniture Management
Revdex.com: 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 response from the manager does not address my initial complaint, which clearly stated that the verbal sales experience was not representative of the written agreement The issues with my order did not come to light within the first three days of my purchase Additionally, at no point was I given the option to cancel my oder within three days Although they have plans to deliver my product tomorrow, Saturday, April 18, 2015, that does not change the extremely poor customer service experience I received and continue to receive, which prompted the Revdex.com complaint Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
At any time of the initial sale Ms*** could have voided her orderCustomer's have up to days to cancel any order submittedMs*** is scheduled for delivery on Saturday 4-18-2015.Thank you, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from the manager does not address my initial complaint, which clearly stated that the verbal sales experience was not representative of the written agreement The issues with my order did not come to light within the first three days of my purchase Additionally, at no point was I given the option to cancel my oder within three days Although they have plans to deliver my product tomorrow, Saturday, April 18, 2015, that does not change the extremely poor customer service experience I received and continue to receive, which prompted the Revdex.com complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I apologize for the delay in responding to Muenchens comments. The only choices were to accept or reject, and neither of those were an option. We are not happy with their resolution and we feel we are being pressured to accept their only options. They are offering a store credit and we are reluctant to accept more furniture from them with the same problems. I don’t understand why they won’t make some of the repairs that are clearly warranted by the manufacturer like the reclining mechanism that has a lifetime warranty( the manual one is guaranteed for life by ***) I will send my wife in to review additional options since it seems that a partial store credit is our only option I am truly disappointed by this whole process. Please be sure that the post on your website states that their was no satisfactory resolution to this situation, and that we were forced to accept the partial credit or nothing at all. If they would fix the furniture, that would be acceptable to us. Sincerely*** ***
Dear *** ***,Per your request, please find attached a copy of the extended warranty, the original receipt and a few photos of the damaged furniture. AS you can see the furniture has not held up well at all, and we have had numerous service calls including in the first year. I had previously attached on your website the *** furniture warranty, so you should have a copy of that. Needless to say, we have been so disappointed since day one with this furniture, and its not as if we have small children or animals abusing the furniture. We are both in our 60’s and take care of the things we have worked so hard to acquire. If you review the service call history, you will find numerous calls for this furniture. We were never issued receipts for these service calls or I would have I included them. We were just required to sign on the electronic device the service company brought.We feel that Muenchens offer of an $store credit is a low offer and we are worried we will be in the same situation with any new items we might get from them. And their service history and willingness to stand behind the products they sell are less than satisfactory. We would settle for the $in cash so we can look elsewhere for quality furniture, and they can have the furniture back or we would accept them repairing the furniture. It is not what we were hoping for, but we feel that failing to accept will leave us with nothing but broken down furniture, which is NOT acceptable. We feel as if we are being taken advantage of and cheated by Muenchens failure to stand by their products, or provide a satisfactory outcome and we are hoping that you will be sure to post our feelings along with our claim on your website so others can beware of dealing with this companyPlease don’t hesitate to contact me at ###-###-#### if you have any questions or need additional information. Sincerely, *** *** *** ***photos and copy of warranty/receipt
Hi ***, thank you for bringing this to our attentionWe apologize for your troubles and understand your frustrationWe are actively seeking information regarding your situationOur Customer Care Coordinator contacted ***, the warranty company for your extended warranty, on 2/3/
and provided them with all the necessary details they would need to evaluate your caseAt this time, we are waiting on *** to approve your claim and provide us with the next steps to takeWe will continue to monitor your claim to ensure the best possible service is providedPlease do not hesitate to contact us with any questionsThank you very much
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] They are not being truthfulI was told that we would get one when they came in and was never told while supplies lastI was even told we could get a store creditWe were not told anything about a stupid gift card raffleThey should not send out stuff like this and then screw people out of it because they are not spending more money in the storeIt seems too many people came in and they don't want to fulfill there promiseThis is bad business and I will make sure to tell everyone I talk to to not shop there
Regards,
*** ***
*** *** *** ***, we’re sorry to hear that you feel our offer does not resolve your complaintWe have gone over your warranty claim with *** and from what we were told the claim was for peeling and cracking of the material, that of which we are unable to repairAdditionally, *** provides a one-year warranty on their upholstery/leather, therefore, after three years of use your claim would not fall under their coverage either That said, we always strive to assist our clients anyway we can and we would love the opportunity to resolve this matter entirelyOur offer of an $in store credit is still available to you, which will allow you to come in and select something newIn addition to that, we will give you a bottle of cleaner/protector for free to help ensure this doesn’t happen again to your new furnitureProperly conditioning and cleaning your furniture on a regular basis is necessary to reduce and minimize signs of wear and tear, and is great at protecting furniture from the naturally occurring oils and salts from skin and hair which will leave a residue on any leather surface and cause cracking and peeling if not maintainedYou’re also welcome to keep the sofa and loveseat that you currently have If you are in need of having the mechanism(s) repaired, although not part of your current *** claim, we can assist with thatIf you are in need of one new mechanism we will order the part and provide you with one service at no charge to install itThis goes above our standard in-house one year warranty as we’ve now provided you with multiple services and it is far past the one year markIf you need two mechanisms, we can still provide the service to order/install both for $125, for three the cost is $250, etc Please note, these are two separate options and you’re welcome to select whichever one works best for you, however we cannot provide you with bothWe feel that both options are more than fairPlease contact our General Manager to make your selection and get the process started Thank you, Muenchens Furniture (Image provided by ***)
I am sorry Ms*** feels like she has been given poor customer serviceAs we value her as a customer and continue to strive and make every purchase at Muenchens Furniture a pleasant experience with exceptional customer serviceWe continue to educate our sales staff and encourage them to ask all questions and concerns from the customer's at the time of sale. Manufacturing of furniture takes some time to be produced and shipped. We are educating customers with informative information of policy's and procedures on our receipt envelopes and on our web site at *** * As stated in the initial complaint sales associate *** was helpful, informative and accommodating as stated by Ms***. Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April Ms*** paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web siteAs we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her orderSome furniture does come in earlier as we notify all customers as stated by sales associate ***. During the estimated furniture time period Ms*** called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate *** as he had suggested. Ms*** called to check the status of her order several times and our staff would give her the updated information as we received it. There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shipping. April 2nd Ms*** decided to call and check the status of her once again as statedOffice administrator *** gave Ms*** the updated information that we had received and let her know it was now in transit. Ms*** asked to speak to the manager. Store manager *** called and talked to Ms*** and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order. Ms *** followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th. On Mon April 20th we left Ms*** a courtesy follow up callNo response has been given. We can not give Ms*** a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale
We finally received a call from Muenchens on Feb stating that we should here from their service company, which is a new company we are not familiar with, Furniture something, not *** This was after my wife had called more times We finally received a call from a company that stated they would be out on Feb 23, another full week later, to look at the furniture to determine what parts will be needed to fix the furniture At this point, we do not want parts, we have already been there and done that We want the furniture replaced or a full refund issued and the furniture picked up so we can get something elseThe response time has been ridiculous Our most recent complaint was filed in September of 2016!
Good Afternoon Ms*** and Revdex.com,At Muenchens Furniture we value Ms*** business and strive to make her home furnishings purchase a pleasant experienceOn March 8, Ms*** purchased a sectional in a configuration that needed to be special ordered from the manufactureThis
is normally a process of taking 6-weeks to provideThat information is printed at the bottom of every invoice and is also printed on the outside of every envelope provided with each order. Ms*** was informed of that time frame at the time of purchase. week and days after placing her order on March 18 Ms*** called to check the status of her sectional and Ms*** was informed it was in process and it would be mid-late April for her sectional. week and 5 days after placing her order on March Ms*** called to check the status of her order and Ms*** was informed that it was in process and estimated to ship March from the manufacture and would be estimated to ship to us in 7-days . weeks and 5 days after placing her order on March 27 Ms*** called to check the status of her order and was informed it was in process and estimated to ship on March from the manufacture and would be estimated to ship to us in 7-daysweeks and days Ms*** called to check the status of her order and was informed on the weekends the factory is closedweeks and days on April 2 Ms*** called to check the status of her order and was informed her sectional was loaded and estimated to ship on March 30 and it would take an estimated 7-days to receive it from the shipping companyMs*** wanted to speak to the managerI called and talked to Ms*** and she had explained her concern for her order as stated in her postI apologized to Ms*** for the experience she has felt she has been given and I explained to Ms*** that it is normal when special ordering furniture to take the estimated time frame of 6-weeks as quoted at the time of saleI also explained to her that we are right on schedule with her sectional in the configuration that she needsI also explained to her that there are three suppliers that are making her sectional just the way she wants it and it is a timely process. She expressed her disappointment in the experience she has been provided and wanted to know her options. I had explained that we can not cancel special order products only stocked itemsHowever, I would refund her delivery charge for her disappointmentShe told me she would take the refund of the delivery charge and would be reporting a complaint with the Revdex.com. I have refunded her delivery charge and sent her a copy of her receiptWe can not issue a refund of 15-% as requestedHowever we will issue an additional 7% off her special order sectional if her furniture does not arrive by the estimated time period of April 24, as quoted on her purchased date of March 8, 2015. I have attached a signed copy of her receipt with the estimated delivery date stating April 24, 2015. Please note at the bottom of each page it states to please allow up to - weeks for orders to arrive, 25% fee will be charged for returned merchandise. Thank you,*** ***General Manager