Orange Tree Inn

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
I am sending a copy of the orginal purchase receipt and the receipt where it was supposed to have been credited to my charge account
I am sending copies of my charge card statement for August and September
As you can see, the charge was never credited and I have written and called them so many times regarding this trying to resolve the error I've been hung up on numerous times, I have written letters to the credit department and several letters to the CEO but I have been ignored
I want my money and with this type of customer service I doubt I will ever shop at Haynes again!
Regards,
*** ***

The *** *** will be contacting the customer regarding any concern the customer may have regarding any additional or questionable charges. Our cusromer service account manager has already contacted the customer but left a message for the customer to call her to discuss any
concerns with the mattress purchase and to answer any questions regarding the vendor warranty***

Our Store Management team has tried to work with this guest many times, and has called to him again, inviting him back to the store so we can work with him on making a purchase. The guest was shown the item that was advertised and he is not convinced it is the item he saw. He wants product that was not advertised, and he wants to pay the advertised price of another item. We would love to help him with a purchase, but we can not revise our prices for him on the selections he has made. We have made every effort to assist him and consider this matter closed. thank you

The order the customer is referring to is from and out of any in home service warranties. Please find attached the service files and color photos from the extended warranty claim by Uniters 2016.
We would like to remind the customer that if
they do not use the warranty plan for an approved claim- after five years they may use the amount that they spent to purchase the warranty, on a purchase at any of our Haynes stores. On order *** August they spent $319.99. Their warranty is still in place at this time- should they wish to file another claim. Warranty information may be obtained on linethank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Although our initial inquiry was about the size of the chair, that has nothing to do with the issue we are dealing with nowWe had resigned ourselves to keeping the chair, but within days of the delivery of the chair, the back was sagging so that large pieces of fabric were bunched at the bottom of the back of the chairThis is not what the chair looked like in the storeThat was initially corrected when the technician put almost an entire bag of stuffing in the back, but that is already sagging againThe foam cushion began sagging shortly after thatWe have furniture that is years old that looks better than this chair, which we have had for only three monthsI'm attaching current pictures that show some of the problem, but we have more, including the original ones from only a few days after the purchaseDecember is another days away--more than the days you suggest as appropriate, and that does not include the time to get a technician here, which previously took several weeksWe expect a speedier response, and no implications that what we are asking is inappropriateThank you
Regards,
*** ***

We have contacted the Store Manager to work with the salesperson to review what was promised and to contact the customer to discuss the shipping delays from the vendor
***

Our company controller has authorized the refund for this consumer to be issued by check . The refund check will be included on Wednesday's , 5/14/2014, check run and mailed to the consumer the following day
***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Thank you so much,
My husband has just had a heart attach, so I don't have time to follow this through the, knowing there will be no response from the furniture storeSo thank you so much...you can close this file, I'll live with my junkie furnitureHaynes furniture is a bad storeTheir description of my complaints are too funnyThank you,
*** ***

We have apologized for the merchandise being on arrival. The table is still on arrival and the customer was offered to take a floor sample, or reselect on the table, or cancel the table. It is a $end table. The customer demanded $off the
order. However the customer was offered $credit, which has been applied to her account. We are expecting the table order to arrive very shortly. The business office has a copy of the order, and will be checking it daily and will contact the customer as soon as the table is in stock again
Thank you

Dear *** ***:
The store manager did contact the customer to review his purchase invoice for pricing accuracyThe customer did agree with the pricingOur *** *** *** also contacted the customer to discuss his mattress warrantyThe vendor offers a comfort warranty which is not available by all bedding vendorsIf a customer requests a replacement for another style mattress due to comfort, there is a $charge for this. *** *** has concerns with saggingThe *** *** *** has discussed with *** *** to provide pictures and submit a completed form for review by the bedding representative at no charge***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below
Though the company wishes to credit the delivery fee to our account that would be acceptable however there is no mention of the internal damage to our wall and railing due to the negligence of the delivery teamwe were told by *** in the customer service area someone would call us within hours of the damage occurrence and this never happenedwe want to be compensated for the damages done to our home that the delivery driver *** tried to lie about.
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was contacted by a  customer service rep for Haynes Furniture. She stated that everything that I had been told by everyone else was wrongs. She stated that this mattress, and every mattress would sag and leave depressions. This is against all that is covered in the manufacture's warranty. The name of this customer rep is [redacted]. She did not know who the manufacture of this mattress is. She was not willing and did not discuss the dispute on the billing. They are leaving up to me to fill out the forms and take and submit pictures. They have not offered to discuss any resolve. The store manager has not been in contact with me, it was this customer service rep that had try to contact me last week.
Regards,
[redacted]

The approval for reselect must come from the store, and this was explained to the guest.    Customer service Reps have been acting as an advocate for this guest, to the store to obtain approval for the request to return and reselect.    (Customer service can not...

approve as the request fell outside the Customer Service guidelines.)There was a delay in response from the store, as they have experienced a major power outage.    
Customer Service Rep Kevin has been in touch with this guest and assured her that he would get approval, and has also entered a ticket into the system for her, as the store is currently unable to do so.
 
thank you.

Hello,    We would be happy to discuss our ad with Mr. [redacted]. The tax free offer could not be combined with any of our other promos, but was available for items not already reduced or on sale.50% is off the comparative value the product can be found...

inother retailers.We can’t address the  specific group price without knowing whichgroup it is, but our store manager will contact Mr. [redacted].thank you.

Hello,    I did send an answer to this previously.   The product is out of the one year Haynes Warranty.    We have instructed the customer how to file a claim with [redacted], back in January, however,   I  have instructed [redacted]...

[redacted] from my office to contact the customer and offer assistance again in filing a claim with [redacted].Thank you.

We are sorry to hear that Mrs. [redacted] feels we did not address her complaint.    I have pulled the file, and have included photos.    report from the file:
8/19/14- Merchandise delivered with no issues.  Four months later,  it is recorded on 12/18/14,...

 Mrs. [redacted] called in to advise that she scratched and tore a spot in the top of the recliner with her ring and she is disappointed in the quality of the leather.    This type of damage is customer caused, and not a vendor defect.    A claim was also filed with Uniters, but was denied.   As a courtesy... we  paid for a leather technician to restore the damages caused by Mrs. Morand.   On 1/31/15 a follow up call was made to Mrs. [redacted] to confirm the work was done, and Mrs said she was happy with the work.   The service order was closed.   Nine months later it is recorded on 9/15/15 Mrs. [redacted] called and said her ring scratched off the color again and claimed that this can not be 100% leather.   The rep explained to Mrs. that even 100% leather can be scratched, and can be cut, depending on what was used to do the damage.    Scratches on leather are not a defect.   We can not send out another technician. 
thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The $100 was taken off because the couch was delayed by several weeks and was offered PRIOR to any issues with the table. I would not accept delivery of the couch until Haynes sent me an email stating this, as I knew they were trying to have it cover the table and couch.
The table itself may cost $199, but my entire purchase was approximately $3500. After the couch was delayed, $100 was offered for the inconvenience. Then, my table that was in stock when I purchased it, was sold and given to another customer. I was told it would be about 30 days. Since then, I received a phone call from my sales lady saying the table would be in by August 12th (which would have been close to 30 days) and she would call me then to set up delivery. I called twice and left messages for her to call me and have also called and left a message for the manager to call me back. I still have not heard anything from anyone.
As far as the offer to accept a floor model, this is unacceptable. Floor models are typically reduced by 50% or more, as they are often scratched and have been on display. I told them I would consider it if I was getting a discount. I will not pay full price for a piece of furniture that is not new.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
For reasons stated in the original complaint its clear that they are not offering anything that resolves the issue. I filed a claim with the warranty service sold by the store and yet it is not being honored.  
Thanks for the assistance,Best Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was no resolution to the issue as presented by Haynes.
First, I would prefer if Haynes STOPPED copying and maintaining customers drivers license.
Second, I would like a copy of Haynes written policy of safeguarding [redacted], to include how the [redacted] is stored, protected and a detailed method as to how it is destroyed.
Third. I would like to see Haynes written policy as to how they remedy a breach of [redacted] in the event of identity theft that originated at Haynes.
Fourth, I would like to know what Haynes written policy is for liquidated damages should a customer suffer an identity theft that originated at Haynes.
Fifth, I believe that all of my requested information be posted and available on their web site and made available to the general public.
Regards,
[redacted]