Initial Business Response /* (1000, 12, 2015/01/30) */
*** had purchased a sofa/loveseat with a third party protection plan with that was offeredThis protection plan covered any accidental damage they caused to the product while in their home *** took home his Sofa/Loveseat with protection plan
information kit with cleaners in September and In February *** had caused some damage to his Sofa and filed a claim with the protection plan companyWe had to wait for confirmation of approval before anything could be processed on his behalf; this would have been the first delay as we did not have confirmation till March, also the sofa claimed at the time of the incident was an item that we no longer carried and being pro active it was on order for him prior to the claim even being approved, if it was something in stock we would have had resolution right away however this item is one that had to be re ordered and specially made for himAnother factor was this was also at this time of year we deal with the factories that produce the furniture are on shut downWe had constant communication with *** on a daily basis at the store level so he was well informed of all of thisHe choose to wait to have it specially made so that he would have a matching Sofa and Loveseat as only the Sofa was to be replaced*** was unhappy with delays and decided to not wait for the Sofa on order for him and decided to go with a in stock Sofa instead*** demanded that the store give him a matching loveseat for free so that he had a matching setIn the issue of customer service the store did in fact give him a loveseat valued at $for free, which he received both pieces in April *** was also compensated with free furniture on top of this for the delay from February to AprilThis loveseat which he received for free has an approved claim to be replaced through the same third party company as of right now for damage he had done to it
The reason for this complaint is that *** presently has just had his third claim denied which he was seeking to have the sofa replaced for a second time for damage he had caused to it and the company has denied his claimUnfortunately we can not give Mr *** a free sofa to replace the second one he has damaged
Initial Consumer Rebuttal /* (3000, 14, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good Day,
During this time dealing with the first couchi did not demand a new love seat to match my couchthey offered it due to the months it took to get a couch in after telling me it was on the truck and on the wayweek after week I was told it will be here tomorrow and never cameso they offered this to mei returned my other love seat to them in great shape with the sold to collage studentswhen I get the new couch I was told that my warranty would carry over to my new couch and I would not have to by a new Warrantyi asked this same question more then one and got the same reply and that was no it wall carry over and was told they was a lady in the *** store that has had claims on her couch so far with out a problemwhen I ran in to the problem with the warranty I called they store and was told my Mr*** that I need to keep on them to replay the couchand I asked again what the warranty covered and was told replacements in year
so they took back my good love seat and replaced it was the same one they replaced the couch with so they would match ***
there for I feel like the store should be replacing my couch at the least over the mess up with there personal in charge and missing informing the costumer on there warranty coverage
At this point I would be happy just to have the couch repaired or replace at no cost to myself
In closing I would like to note I have had other I knew go to the store and ask questions and get the same answers that I was giving just so they could make a sale
Thanks
*** ***
Final Business Response /* (4000, 16, 2015/02/10) */
Customer was in recently and received the loveseat as mentioned above per the claim, and choose to keep the other one so he now has two loveseats in his possessionThe Sofa that was ordered in on the prior claim had to be sold at a discounted price when it did arrive as it was special order and was sold below cost and the loveseat was discarded not resoldWe can not replace the sofa again for Mr *** as we believe we have gone above and beyond for this customer
Final Consumer Response /* (4200, 18, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I replaced my love seat I was told through the warranty company that I did I not have to return it as well as from the store MangerIf the store wants this love seat there more then welcome to take itI was was told the old love seat and couch were sold to student at a cheaper price
I believe the store should replace my couch at there cost and they can keep both the old on and old love seat
This place dose not do anything for there costumers all they wanna do is make them think there helping and then steal from then
*** alone has been nothing but a problem ever since day one and my self and a few other can agree with that
This man won't help anyone and don't care about people
He never an awe red any question keep passing the buck to other and keep me in the dark
Store should in good Faith replace my couch
*** ***
***
XXX XXXX
Initial Business Response /* (1000, 11, 2015/01/05) */
1st of all I would like to apologize, I put this email in my things to do and didnt flag it.Went on vacation and only getting to it now.
I am not sure how we can help, we do not take back mattresses after they are used,when I chatted with...
them they said it didnt feel like the one they bought before, they are correct it doesnt feel the same because it it is not the same quality.
They want me make a warranty claim on something that is not defective, when they put in the house or taking it out, of course I cant verify which way, they bent the mattress. This may have caused the problem, I dont know.
I did tell them I would look at it when I am in [redacted] next, I just havent been there to see it.
They tried it for a night and didnt like and calling it damaged, when it is not.
We have been in [redacted] now 3 years, Dartmouth for 10 year, we try to look after everybody, but these people dropped the mattress out back and left.
We are willing to reimburse half the money to throw this matt out, we both lose.
Initial Consumer Rebuttal /* (3000, 13, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We cannot accept the response for the following reasons, first off, it is six months later and we had to replace the mattress that week, as we needed something to sleep on. We waited over a week for any action to be taken only to be told repeatedly we would get a call back, but we didn't receive any call, it was only after the company refused to return calls or deal with the situation, that we dropped the mattress off, in its original packaging. I would also recommend this manager, if he does ever decide to go down to see the mattress or properly deal with this to view the video of the staff that grabbed the mattress by himself and yanked and dropped it on the floor. If any damage occurred it would have been at this time. The managers response is excuses, he clearly indicates he hasn't delt with the situation, that he forgot about it because of an apparent 6 month vacation, and he says he doesn't know what is wrong with the mattress. That being said, we were advised at the time of purchase that we would have to buy a mattress cover to have any warranty and we did. This company has sold us a defective product and at first tried to tell us it was a final sale, when we didn't accept that answer as it wasn't presented as a final sale, they changed to, there is nothing wrong so we don't have to do anything, to, they damaged it moving it into the house, but I'm not sure because nobody actually looked at the mattress. We are only willing to pay for the mattress cover we were told was necessary, that would consist of the first two payments($100) which we are willing to make, we then want the remainder of the balance, for the actual amount of the mattress removed, from my name.
Final Business Response /* (4000, 17, 2015/01/26) */
I made it to the store the 1st week of January, laid the mattress out and did not see any manufacturer defects.
However, the mattress is bent. We do not take back mattresses, let alone mattresses you claim are defective, dropped off at the back of the building and that you damaged.
I think it is quite fair to offer you half your money back, you can even come get it. We do not sell used matts. So we have no need for it.
Final Consumer Response /* (4200, 19, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company refused to deal with the situation forcing us to go elsewhere. We want a full refund on the mattress price. If we have to we will pursue the matter in small claims court. The mattress was defective and the company refused to respond until the Revdex.com was involved, we do not want the mattress back, we did not bend it or damage it, the company sells unacceptable inferior products that are not comparable to the showroom models. The store manager and regional manager ignored us and only responded because of this action. We contacted every mattress dealer in the area and this is the only company that doesn't honor defective mattresses.
Initial Business Response /* (1000, 12, 2015/01/30) */
*** had purchased a sofa/loveseat with a third party protection plan with that was offeredThis protection plan covered any accidental damage they caused to the product while in their home *** took home his Sofa/Loveseat with protection plan
information kit with cleaners in September and In February *** had caused some damage to his Sofa and filed a claim with the protection plan companyWe had to wait for confirmation of approval before anything could be processed on his behalf; this would have been the first delay as we did not have confirmation till March, also the sofa claimed at the time of the incident was an item that we no longer carried and being pro active it was on order for him prior to the claim even being approved, if it was something in stock we would have had resolution right away however this item is one that had to be re ordered and specially made for himAnother factor was this was also at this time of year we deal with the factories that produce the furniture are on shut downWe had constant communication with *** on a daily basis at the store level so he was well informed of all of thisHe choose to wait to have it specially made so that he would have a matching Sofa and Loveseat as only the Sofa was to be replaced*** was unhappy with delays and decided to not wait for the Sofa on order for him and decided to go with a in stock Sofa instead*** demanded that the store give him a matching loveseat for free so that he had a matching setIn the issue of customer service the store did in fact give him a loveseat valued at $for free, which he received both pieces in April *** was also compensated with free furniture on top of this for the delay from February to AprilThis loveseat which he received for free has an approved claim to be replaced through the same third party company as of right now for damage he had done to it
The reason for this complaint is that *** presently has just had his third claim denied which he was seeking to have the sofa replaced for a second time for damage he had caused to it and the company has denied his claimUnfortunately we can not give Mr *** a free sofa to replace the second one he has damaged
Initial Consumer Rebuttal /* (3000, 14, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good Day,
During this time dealing with the first couchi did not demand a new love seat to match my couchthey offered it due to the months it took to get a couch in after telling me it was on the truck and on the wayweek after week I was told it will be here tomorrow and never cameso they offered this to mei returned my other love seat to them in great shape with the sold to collage studentswhen I get the new couch I was told that my warranty would carry over to my new couch and I would not have to by a new Warrantyi asked this same question more then one and got the same reply and that was no it wall carry over and was told they was a lady in the *** store that has had claims on her couch so far with out a problemwhen I ran in to the problem with the warranty I called they store and was told my Mr*** that I need to keep on them to replay the couchand I asked again what the warranty covered and was told replacements in year
so they took back my good love seat and replaced it was the same one they replaced the couch with so they would match ***
there for I feel like the store should be replacing my couch at the least over the mess up with there personal in charge and missing informing the costumer on there warranty coverage
At this point I would be happy just to have the couch repaired or replace at no cost to myself
In closing I would like to note I have had other I knew go to the store and ask questions and get the same answers that I was giving just so they could make a sale
Thanks
*** ***
Final Business Response /* (4000, 16, 2015/02/10) */
Customer was in recently and received the loveseat as mentioned above per the claim, and choose to keep the other one so he now has two loveseats in his possessionThe Sofa that was ordered in on the prior claim had to be sold at a discounted price when it did arrive as it was special order and was sold below cost and the loveseat was discarded not resoldWe can not replace the sofa again for Mr *** as we believe we have gone above and beyond for this customer
Final Consumer Response /* (4200, 18, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I replaced my love seat I was told through the warranty company that I did I not have to return it as well as from the store MangerIf the store wants this love seat there more then welcome to take itI was was told the old love seat and couch were sold to student at a cheaper price
I believe the store should replace my couch at there cost and they can keep both the old on and old love seat
This place dose not do anything for there costumers all they wanna do is make them think there helping and then steal from then
*** alone has been nothing but a problem ever since day one and my self and a few other can agree with that
This man won't help anyone and don't care about people
He never an awe red any question keep passing the buck to other and keep me in the dark
Store should in good Faith replace my couch
*** ***
***
XXX XXXX
Initial Business Response /* (1000, 11, 2015/01/05) */
1st of all I would like to apologize, I put this email in my things to do and didnt flag it.Went on vacation and only getting to it now.
I am not sure how we can help, we do not take back mattresses after they are used,when I chatted with...
them they said it didnt feel like the one they bought before, they are correct it doesnt feel the same because it it is not the same quality.
They want me make a warranty claim on something that is not defective, when they put in the house or taking it out, of course I cant verify which way, they bent the mattress. This may have caused the problem, I dont know.
I did tell them I would look at it when I am in [redacted] next, I just havent been there to see it.
They tried it for a night and didnt like and calling it damaged, when it is not.
We have been in [redacted] now 3 years, Dartmouth for 10 year, we try to look after everybody, but these people dropped the mattress out back and left.
We are willing to reimburse half the money to throw this matt out, we both lose.
Initial Consumer Rebuttal /* (3000, 13, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We cannot accept the response for the following reasons, first off, it is six months later and we had to replace the mattress that week, as we needed something to sleep on. We waited over a week for any action to be taken only to be told repeatedly we would get a call back, but we didn't receive any call, it was only after the company refused to return calls or deal with the situation, that we dropped the mattress off, in its original packaging. I would also recommend this manager, if he does ever decide to go down to see the mattress or properly deal with this to view the video of the staff that grabbed the mattress by himself and yanked and dropped it on the floor. If any damage occurred it would have been at this time. The managers response is excuses, he clearly indicates he hasn't delt with the situation, that he forgot about it because of an apparent 6 month vacation, and he says he doesn't know what is wrong with the mattress. That being said, we were advised at the time of purchase that we would have to buy a mattress cover to have any warranty and we did. This company has sold us a defective product and at first tried to tell us it was a final sale, when we didn't accept that answer as it wasn't presented as a final sale, they changed to, there is nothing wrong so we don't have to do anything, to, they damaged it moving it into the house, but I'm not sure because nobody actually looked at the mattress. We are only willing to pay for the mattress cover we were told was necessary, that would consist of the first two payments($100) which we are willing to make, we then want the remainder of the balance, for the actual amount of the mattress removed, from my name.
Final Business Response /* (4000, 17, 2015/01/26) */
I made it to the store the 1st week of January, laid the mattress out and did not see any manufacturer defects.
However, the mattress is bent. We do not take back mattresses, let alone mattresses you claim are defective, dropped off at the back of the building and that you damaged.
I think it is quite fair to offer you half your money back, you can even come get it. We do not sell used matts. So we have no need for it.
Final Consumer Response /* (4200, 19, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company refused to deal with the situation forcing us to go elsewhere. We want a full refund on the mattress price. If we have to we will pursue the matter in small claims court. The mattress was defective and the company refused to respond until the Revdex.com was involved, we do not want the mattress back, we did not bend it or damage it, the company sells unacceptable inferior products that are not comparable to the showroom models. The store manager and regional manager ignored us and only responded because of this action. We contacted every mattress dealer in the area and this is the only company that doesn't honor defective mattresses.