Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Neither the seller or manufacturer is honoring the warranty In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Hello [redacted] ,We have been in direct contact with our customer and we have come to a settlement in order to resolve this caseWe contacted the customer by phone on May [redacted] at which point it was confirmed that all outstanding issues had been resolvedWe do apologize for any inconvenience our customer experienced and we thank them for their patience and understanding while we worked to resolve their case.Please let us know if you require any further information regarding this caseSincere Regards,One Way Furniture
Hi, [redacted] ordered this item over a year and a half agoUnfortunately, the item does not come with any type of warranty - so if he claims he has a year warranty, could you please forward documents for us to review? Our last contact with the customer was to inform him that warranties (if any) are handled directly by the manufacturerWe gave him the contact of the manufacturerThe order number is [redacted] and it was placed on via One Way FurnitureI am certain they would be willing to help the customer Below is the contact number againI emailed the manufacturer directly to see if they could help but I suggest as a customer he contacts themIf I get an update from them I will let you know right away.Manufacturer of the recliner.Flash Furniture [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Dear [redacted] , We are responding in regards to Complaint # [redacted] for [redacted] who on May ***, 2014, ordered SKU: B4300-XX, Bordeaux Sleigh Bed Brown Cherry As One Way Furniture is a dropship company working with a large range of manufacturer’s, we rely on our manufacturer's and carrier’s to ship and deliver our orders on timeIn some cases we do run into issues that slow down the order process and we make every effort to fix the problem and ensure future orders are not affectedIn this case the order left our manufacturer’s warehouse late on June [redacted] and shipped to a cross-dock where it was not picked up by the principal carrier until July ***, after our customer contacted inquiring about the delivery statusAs the internal tracking number for the principal carrier was provided in error (# [redacted] with Averitt Express) and this showed delivered, our customer’s order was marked complete by our system in error and there was no follow up by our representatives We have worked with the carrier and manufacturer to correct this issue moving forwardOn July [redacted] the order was delivered to our customer and we have applied a partial refund to our customer’s order for the delay in having their merchandise deliveredWe sincerely apologize for any inconvenience caused and we hope our customer is satisfied with the end resolutionWe would be happy to assist our customer if they experience any further issues with the merchandise Please let us know if you require any further information regarding this case Sincere Regards, One Way Furniture
Dear [redacted] , We are responding in regards to complaint # [redacted] for [redacted] On June ***, 2014, our customer ordered Qty of SKU: Row of Three Showtime Home Theater SeatingDue to a misunderstanding with the quantities at the manufacturer’s warehouse, of the seats shipped out from the manufacturer’s warehouse on July ***After the mistake was identified the manufacturer shipped the remaining seats however, as the tracking number had already been fulfilled by the carrier, the pickup agent returned the second shipment to the manufacturer’s warehouse in error believing it was a duplicate order We apologize to our customer for the length of time taken to resolve this issue and any time lost by them while working with our customer service teamOn September ***, a manager reached out to our customer to apologize for the inconvenience experienced and to reach an amicable resolutionThe refund previously entered in error by a customer service representative was cancelled from our system and our customer accepted a discount and replacement order of Qty of the seat Home Theatre setsThe replacement order shipped on September [redacted] and was finally out for delivery on September *** Phone and email contact information for a manager at One Way Furniture has been provided should our customer need any further assistance with their orderOnce again, we thank them for their patience and understanding while we worked to resolve this for themPlease let us know if you require any further information to close this case Sincere Regards, One Way Furniture
Dear [redacted] , We are writing in response to Revdex.com Complaint # [redacted] for [redacted] On February ***, our customer placed anorder for a ZUO - Era - SofaOn March ***, our customer contacted us forassistance with tracking their item as the tracking number they had receiveddid not provide them with any informationOn March ***, our customer notified us that they hadnot accepted their delivery as when the carrier stopped by the packaging hadbeen wet On March ***, 2015we asked our customer to confirm if they wished to receive a replacement, andasked the carrier to confirm that the item had been damaged in transit byproviding pictures of the item in their possession As our customer had notified us that theywished to receive replacements we reordered their item immediatelyOur customer had reported that throughout theircommunications with our employees they had a negative experience overall We have forwarded this feedback to thesupervisors involved in order to ensure that each agent receives coaching whichwill prevent similar situations arising in the future As we are a drop-ship company trackinginformation does not originate with us so we are required to follow up with themanufacturer and carrier in order to provide the correct information to ourcustomers We are unable to preventsimilar situations from occurring in the future, however in this case werecognize that our customer did not receive an immediate update once the issuewas resolved so we are working internally to strengthen this process forfutureIn this case we proactively reordered our customer’s itemwithout having received confirmation that the item itself had been damaged inorder to provide a more customer-friendly resolution for our customer Typically if an item is perceived as damagedin transit and our customer refuses the order we are required to receiveconfirmation of the damaged piece(s) Wetake this step in order to confirm that replacements are necessary If they are not we have no reason to delayour customer’s resolution by shipping a new item from the manufacturer as thecarrier would have confirmed that the original item was still in its original,good condition At last report from thecarrier, we received pictures that showed that the packaging was in goodcondition as it was wrapped in plastic, with no visible damage to thepackagingAt this time we have been advised that our customer’sreplacement has not yet shipped as the item itself is currently onback-order We have requested thatshould they prefer to receive a refund for their order we will be able to do soimmediately Once the item is ready toship they will receive an update with tracking information We provided our customer with a direct methodof contact and have also sent a written apology as they requested, includingadditional information as relates to their complaintPlease let us know if you require any additional informationto close this complaintSincere Regards,One Way Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Neither the seller or manufacturer is honoring the warranty In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Hello [redacted] ,We have been in direct contact with our customer and we have come to a settlement in order to resolve this caseWe contacted the customer by phone on May [redacted] at which point it was confirmed that all outstanding issues had been resolvedWe do apologize for any inconvenience our customer experienced and we thank them for their patience and understanding while we worked to resolve their case.Please let us know if you require any further information regarding this caseSincere Regards,One Way Furniture
Hi, [redacted] ordered this item over a year and a half agoUnfortunately, the item does not come with any type of warranty - so if he claims he has a year warranty, could you please forward documents for us to review? Our last contact with the customer was to inform him that warranties (if any) are handled directly by the manufacturerWe gave him the contact of the manufacturerThe order number is [redacted] and it was placed on via One Way FurnitureI am certain they would be willing to help the customer Below is the contact number againI emailed the manufacturer directly to see if they could help but I suggest as a customer he contacts themIf I get an update from them I will let you know right away.Manufacturer of the recliner.Flash Furniture [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Dear [redacted] , We are responding in regards to Complaint # [redacted] for [redacted] who on May ***, 2014, ordered SKU: B4300-XX, Bordeaux Sleigh Bed Brown Cherry As One Way Furniture is a dropship company working with a large range of manufacturer’s, we rely on our manufacturer's and carrier’s to ship and deliver our orders on timeIn some cases we do run into issues that slow down the order process and we make every effort to fix the problem and ensure future orders are not affectedIn this case the order left our manufacturer’s warehouse late on June [redacted] and shipped to a cross-dock where it was not picked up by the principal carrier until July ***, after our customer contacted inquiring about the delivery statusAs the internal tracking number for the principal carrier was provided in error (# [redacted] with Averitt Express) and this showed delivered, our customer’s order was marked complete by our system in error and there was no follow up by our representatives We have worked with the carrier and manufacturer to correct this issue moving forwardOn July [redacted] the order was delivered to our customer and we have applied a partial refund to our customer’s order for the delay in having their merchandise deliveredWe sincerely apologize for any inconvenience caused and we hope our customer is satisfied with the end resolutionWe would be happy to assist our customer if they experience any further issues with the merchandise Please let us know if you require any further information regarding this case Sincere Regards, One Way Furniture
Dear [redacted] , We are responding in regards to complaint # [redacted] for [redacted] On June ***, 2014, our customer ordered Qty of SKU: Row of Three Showtime Home Theater SeatingDue to a misunderstanding with the quantities at the manufacturer’s warehouse, of the seats shipped out from the manufacturer’s warehouse on July ***After the mistake was identified the manufacturer shipped the remaining seats however, as the tracking number had already been fulfilled by the carrier, the pickup agent returned the second shipment to the manufacturer’s warehouse in error believing it was a duplicate order We apologize to our customer for the length of time taken to resolve this issue and any time lost by them while working with our customer service teamOn September ***, a manager reached out to our customer to apologize for the inconvenience experienced and to reach an amicable resolutionThe refund previously entered in error by a customer service representative was cancelled from our system and our customer accepted a discount and replacement order of Qty of the seat Home Theatre setsThe replacement order shipped on September [redacted] and was finally out for delivery on September *** Phone and email contact information for a manager at One Way Furniture has been provided should our customer need any further assistance with their orderOnce again, we thank them for their patience and understanding while we worked to resolve this for themPlease let us know if you require any further information to close this case Sincere Regards, One Way Furniture
Dear [redacted] , We are writing in response to Revdex.com Complaint # [redacted] for [redacted] On February ***, our customer placed anorder for a ZUO - Era - SofaOn March ***, our customer contacted us forassistance with tracking their item as the tracking number they had receiveddid not provide them with any informationOn March ***, our customer notified us that they hadnot accepted their delivery as when the carrier stopped by the packaging hadbeen wet On March ***, 2015we asked our customer to confirm if they wished to receive a replacement, andasked the carrier to confirm that the item had been damaged in transit byproviding pictures of the item in their possession As our customer had notified us that theywished to receive replacements we reordered their item immediatelyOur customer had reported that throughout theircommunications with our employees they had a negative experience overall We have forwarded this feedback to thesupervisors involved in order to ensure that each agent receives coaching whichwill prevent similar situations arising in the future As we are a drop-ship company trackinginformation does not originate with us so we are required to follow up with themanufacturer and carrier in order to provide the correct information to ourcustomers We are unable to preventsimilar situations from occurring in the future, however in this case werecognize that our customer did not receive an immediate update once the issuewas resolved so we are working internally to strengthen this process forfutureIn this case we proactively reordered our customer’s itemwithout having received confirmation that the item itself had been damaged inorder to provide a more customer-friendly resolution for our customer Typically if an item is perceived as damagedin transit and our customer refuses the order we are required to receiveconfirmation of the damaged piece(s) Wetake this step in order to confirm that replacements are necessary If they are not we have no reason to delayour customer’s resolution by shipping a new item from the manufacturer as thecarrier would have confirmed that the original item was still in its original,good condition At last report from thecarrier, we received pictures that showed that the packaging was in goodcondition as it was wrapped in plastic, with no visible damage to thepackagingAt this time we have been advised that our customer’sreplacement has not yet shipped as the item itself is currently onback-order We have requested thatshould they prefer to receive a refund for their order we will be able to do soimmediately Once the item is ready toship they will receive an update with tracking information We provided our customer with a direct methodof contact and have also sent a written apology as they requested, includingadditional information as relates to their complaintPlease let us know if you require any additional informationto close this complaintSincere Regards,One Way Furniture