February 9, [redacted] Revdex.com West 7th Street, Suite Cincinnati OH RE: [redacted] — [redacted] Dear [redacted] , Mrand Mrs [redacted] purchased furniture from our [redacted] store that was delivered 3-8-The furniture came with a manufacturer's warranty that would cover any defects for yearThey also purchased a protection plan to cover specific accidental damage done in the homeOur records show we were contacted in April because there was an issue with the furnitureThey sent photos of the problems to the store and we contacted them to go over warranty information and discuss options on getting this taken care ofSince there are no further comments in our system, I am not sure where the communication breakdown occurredWe have talked to Mr [redacted] and apologized for the misunderstandings and frustration we have causedWe sent our service technician to their home on Saturday 2-to get the chair seam sewn and look at the sofa issuesThe seam is taken care of and the customer will let us know if they would like to get the sofa repairedWe do appreciate them giving us the opportunity to make this right and will share this experience with all of our stores to help prevent this situation from happening in the futureIf there is any further information we can provide, please let us knowSincerely
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 Regards, *** ***
February 12, [redacted] Revdex.com West 7th Street, Suite Cincinnati OH [redacted] Dear [redacted] Mr [redacted] did purchase furniture from our Florence location in February This furniture came with a factory warranty to cover manufacturing defects for the first yearFurniture Fair is a family owned retail business with stores in the Cincinnati, Northern Kentucky areas onlyWe do not actually make anything, we sell other peoples merchandise and attempt repairs locally if defects are foundNormally we would contact local contractors to make the necessary repairs, however in Mr***'s case, he has moved well out of our service areaAlthough we are not able to do the repairs ourselves, we have been working with Mr [redacted] and the factory to get this resolvedWe understand this process can be very frustrating and we appreciate Mr [redacted] working with us to get his ottoman taken care ofSomeone from the factory has contacted Mr [redacted] and a service appointment has been scheduled for February 16thWe will follow up with Mr [redacted] after the service technician has been out to make sure this has been taken care ofWe would like to apologize again for all the inconvenience and misunderstandings that have taken placeShould you need any further information from us, please let us knowSincerely, [redacted] President
October 22, 2016*** *** *** *** ***
* ** *** *** ***
*** ** ***RE: *** ***Dear ***Mrand Mrs*** purchased furniture from our Eastgate location and it was delivered on 1-8-This merchandise did come with a year factory warranty to
cover manufacturing defects and they purchased a protection plan to cover specific accidental damage that happens in the home.When we were contacted about their concerns, we did not follow our procedures to insure we did everything possible to take care of our customerWe did not take the time to look up their sale, or we would have immediately discovered it was still under the manufacturer's year warranty.We have spoken to Mrs*** and appreciate that she gave us the opportunity to send a service technician to her home to evaluate the furniture and take care of what we canWe were able to realign the hinges, reattach the panel that slid out of place and some minor touch upWe showed her how to maintain this on her own and let her know the couple of items that were not covered and were not repairable.We would like to apologize again for the inconvenience we caused and thank Mrand Mrs*** for taking the time to let us know of their experienceIt has always been our goal to create a pleasant shopping experience from the point of purchase thru any service a customer may needAlthough we fell short in this instance, we have been able to learn and grow from this,Sincerely,*** *** President(original ltr attached)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will say that
until I filed the Revdex.com complaint nothing was happening and I just getting passed
around between the manufacturer and Furniture Fair As soon as they received the complaint they
immediately did what I was asking and sent a repair vendor. What a shame that I had to take to this
level to get service
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey came out and fixed the main issueThey also gave us an option to have a tech come out and replace the back of the chair, which we will probably have doneThanks
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[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.
Regards,
[redacted]
February 12, 2015 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 [redacted] Dear [redacted] Mr. [redacted] did purchase furniture from our Florence location in February 2014. This furniture came with a factory warranty to cover...
manufacturing defects for the first year. Furniture Fair is a family owned retail business with stores in the Cincinnati, Northern Kentucky areas only. We do not actually make anything, we sell other peoples merchandise and attempt repairs locally if defects are found. Normally we would contact local contractors to make the necessary repairs, however in Mr. [redacted]'s case, he has moved well out of our service area. Although we are not able to do the repairs ourselves, we have been working with Mr. [redacted] and the factory to get this resolved. We understand this process can be very frustrating and we appreciate Mr. [redacted] working with us to get his ottoman taken care of. Someone from the factory has contacted Mr. [redacted] and a service appointment has been scheduled for February 16th. We will follow up with Mr. [redacted] after the service technician has been out to make sure this has been taken care of. We would like to apologize again for all the inconvenience and misunderstandings that have taken place. Should you need any further information from us, please let us know. Sincerely,[redacted]President
December 22, 2014 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted] Dear [redacted], We have contacted Ms. [redacted] concerning the issue with our procedure on refunds that were originally paid by check. In the past we have found it can take...
some banking institutions up to 18 days to process and complete transactions. This is the guideline we have been using. With all the new privacy laws in place to help protect all of us from fraud and other issues, we can no longer call the bank to verify checks clearing an account. Up until now, we have not had a customer question the time frame for return checks. We do appreciate Ms. [redacted] contacting us to let us know we need to update our procedure to accommodate the electronic check process. We will be looking in to what procedure we can use for these types of transactions to expedite refunds to our customers.We would like to apologize again for the inconvenience. We are grateful for customers like Ms. [redacted] who take the time to point out issues that we can change to help us improve the service we provide to our customers. Sincerely,[redacted]President
February 9, 2015 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted] Dear [redacted], Mr. and Mrs. [redacted] purchased furniture from our [redacted] store that was delivered 3-8-2011. The furniture came with a manufacturer's...
warranty that would cover any defects for 1 year. They also purchased a protection plan to cover specific accidental damage done in the home. Our records show we were contacted in April 2014 because there was an issue with the furniture. They sent photos of the problems to the store and we contacted them to go over warranty information and discuss options on getting this taken care of. Since there are no further comments in our system, I am not sure where the communication breakdown occurred. We have talked to Mr. [redacted] and apologized for the misunderstandings and frustration we have caused. We sent our service technician to their home on Saturday 2-7 to get the chair seam sewn and look at the sofa issues. The seam is taken care of and the customer will let us know if they would like to get the sofa repaired. We do appreciate them giving us the opportunity to make this right and will share this experience with all of our stores to help prevent this situation from happening in the future. If there is any further information we can provide, please let us know. Sincerely
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I appreciate the response from Furniture Fair.
Regards,
[redacted]
February 24, 2015 [redacted] Revdex.com 7 West 7" Street, Suite 1600 Cincinnati OH 45202 Re: [redacted] — [redacted] Dear [redacted], Mr. [redacted] purchased furniture from our [redacted] Avenue store that he picked up on August 29, 2010. The merchandise came with a 1 year factory warranty to...
cover defects. Mr. [redacted] chose to purchase a 5 year protection plan from Montage to cover accidental damage done in the home. In October 2014, we received an authorization from Montage to order a mechanism for his sofa. We contacted the manufacturer of the sofa and ordered the part. Although we normally receive parts from this manufacturer in 6-8 weeks, there were unexpected circumstances that delayed the shipment. We did not do a good job at all in keeping Mr. [redacted] updated and even worse, we did not call him back after he contacted us for help. Since receiving this letter, we have spoken to Mr. [redacted] and the part has arrived. We are having our drivers drop it off at his home on 2/26. It is never our intention to make any part of a customer's experience as aggravating as this has been. Again we would like to apologize for the inconvenience we have caused. We truly appreciate Mr. [redacted] taking the time to write this letter to let us know of our shortcomings. It is customers like him that help us improve and we value his business. Sincerely
February 9, [redacted] Revdex.com West 7th Street, Suite Cincinnati OH RE: [redacted] — [redacted] Dear [redacted] , Mrand Mrs [redacted] purchased furniture from our [redacted] store that was delivered 3-8-The furniture came with a manufacturer's warranty that would cover any defects for yearThey also purchased a protection plan to cover specific accidental damage done in the homeOur records show we were contacted in April because there was an issue with the furnitureThey sent photos of the problems to the store and we contacted them to go over warranty information and discuss options on getting this taken care ofSince there are no further comments in our system, I am not sure where the communication breakdown occurredWe have talked to Mr [redacted] and apologized for the misunderstandings and frustration we have causedWe sent our service technician to their home on Saturday 2-to get the chair seam sewn and look at the sofa issuesThe seam is taken care of and the customer will let us know if they would like to get the sofa repairedWe do appreciate them giving us the opportunity to make this right and will share this experience with all of our stores to help prevent this situation from happening in the futureIf there is any further information we can provide, please let us knowSincerely
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 Regards, *** ***
February 12, [redacted] Revdex.com West 7th Street, Suite Cincinnati OH [redacted] Dear [redacted] Mr [redacted] did purchase furniture from our Florence location in February This furniture came with a factory warranty to cover manufacturing defects for the first yearFurniture Fair is a family owned retail business with stores in the Cincinnati, Northern Kentucky areas onlyWe do not actually make anything, we sell other peoples merchandise and attempt repairs locally if defects are foundNormally we would contact local contractors to make the necessary repairs, however in Mr***'s case, he has moved well out of our service areaAlthough we are not able to do the repairs ourselves, we have been working with Mr [redacted] and the factory to get this resolvedWe understand this process can be very frustrating and we appreciate Mr [redacted] working with us to get his ottoman taken care ofSomeone from the factory has contacted Mr [redacted] and a service appointment has been scheduled for February 16thWe will follow up with Mr [redacted] after the service technician has been out to make sure this has been taken care ofWe would like to apologize again for all the inconvenience and misunderstandings that have taken placeShould you need any further information from us, please let us knowSincerely, [redacted] President
October 22, 2016*** *** *** *** ***
* ** *** *** ***
*** ** ***RE: *** ***Dear ***Mrand Mrs*** purchased furniture from our Eastgate location and it was delivered on 1-8-This merchandise did come with a year factory warranty to
cover manufacturing defects and they purchased a protection plan to cover specific accidental damage that happens in the home.When we were contacted about their concerns, we did not follow our procedures to insure we did everything possible to take care of our customerWe did not take the time to look up their sale, or we would have immediately discovered it was still under the manufacturer's year warranty.We have spoken to Mrs*** and appreciate that she gave us the opportunity to send a service technician to her home to evaluate the furniture and take care of what we canWe were able to realign the hinges, reattach the panel that slid out of place and some minor touch upWe showed her how to maintain this on her own and let her know the couple of items that were not covered and were not repairable.We would like to apologize again for the inconvenience we caused and thank Mrand Mrs*** for taking the time to let us know of their experienceIt has always been our goal to create a pleasant shopping experience from the point of purchase thru any service a customer may needAlthough we fell short in this instance, we have been able to learn and grow from this,Sincerely,*** *** President(original ltr attached)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will say that
until I filed the Revdex.com complaint nothing was happening and I just getting passed
around between the manufacturer and Furniture Fair As soon as they received the complaint they
immediately did what I was asking and sent a repair vendor. What a shame that I had to take to this
level to get service
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey came out and fixed the main issueThey also gave us an option to have a tech come out and replace the back of the chair, which we will probably have doneThanks
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[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.
Regards,
[redacted]
February 12, 2015 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 [redacted] Dear [redacted] Mr. [redacted] did purchase furniture from our Florence location in February 2014. This furniture came with a factory warranty to cover...
manufacturing defects for the first year. Furniture Fair is a family owned retail business with stores in the Cincinnati, Northern Kentucky areas only. We do not actually make anything, we sell other peoples merchandise and attempt repairs locally if defects are found. Normally we would contact local contractors to make the necessary repairs, however in Mr. [redacted]'s case, he has moved well out of our service area. Although we are not able to do the repairs ourselves, we have been working with Mr. [redacted] and the factory to get this resolved. We understand this process can be very frustrating and we appreciate Mr. [redacted] working with us to get his ottoman taken care of. Someone from the factory has contacted Mr. [redacted] and a service appointment has been scheduled for February 16th. We will follow up with Mr. [redacted] after the service technician has been out to make sure this has been taken care of. We would like to apologize again for all the inconvenience and misunderstandings that have taken place. Should you need any further information from us, please let us know. Sincerely,[redacted]President
December 22, 2014 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted] Dear [redacted], We have contacted Ms. [redacted] concerning the issue with our procedure on refunds that were originally paid by check. In the past we have found it can take...
some banking institutions up to 18 days to process and complete transactions. This is the guideline we have been using. With all the new privacy laws in place to help protect all of us from fraud and other issues, we can no longer call the bank to verify checks clearing an account. Up until now, we have not had a customer question the time frame for return checks. We do appreciate Ms. [redacted] contacting us to let us know we need to update our procedure to accommodate the electronic check process. We will be looking in to what procedure we can use for these types of transactions to expedite refunds to our customers.We would like to apologize again for the inconvenience. We are grateful for customers like Ms. [redacted] who take the time to point out issues that we can change to help us improve the service we provide to our customers. Sincerely,[redacted]President
February 9, 2015 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted] Dear [redacted], Mr. and Mrs. [redacted] purchased furniture from our [redacted] store that was delivered 3-8-2011. The furniture came with a manufacturer's...
warranty that would cover any defects for 1 year. They also purchased a protection plan to cover specific accidental damage done in the home. Our records show we were contacted in April 2014 because there was an issue with the furniture. They sent photos of the problems to the store and we contacted them to go over warranty information and discuss options on getting this taken care of. Since there are no further comments in our system, I am not sure where the communication breakdown occurred. We have talked to Mr. [redacted] and apologized for the misunderstandings and frustration we have caused. We sent our service technician to their home on Saturday 2-7 to get the chair seam sewn and look at the sofa issues. The seam is taken care of and the customer will let us know if they would like to get the sofa repaired. We do appreciate them giving us the opportunity to make this right and will share this experience with all of our stores to help prevent this situation from happening in the future. If there is any further information we can provide, please let us know. Sincerely
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I appreciate the response from Furniture Fair.
Regards,
[redacted]
February 24, 2015 [redacted] Revdex.com 7 West 7" Street, Suite 1600 Cincinnati OH 45202 Re: [redacted] — [redacted] Dear [redacted], Mr. [redacted] purchased furniture from our [redacted] Avenue store that he picked up on August 29, 2010. The merchandise came with a 1 year factory warranty to...
cover defects. Mr. [redacted] chose to purchase a 5 year protection plan from Montage to cover accidental damage done in the home. In October 2014, we received an authorization from Montage to order a mechanism for his sofa. We contacted the manufacturer of the sofa and ordered the part. Although we normally receive parts from this manufacturer in 6-8 weeks, there were unexpected circumstances that delayed the shipment. We did not do a good job at all in keeping Mr. [redacted] updated and even worse, we did not call him back after he contacted us for help. Since receiving this letter, we have spoken to Mr. [redacted] and the part has arrived. We are having our drivers drop it off at his home on 2/26. It is never our intention to make any part of a customer's experience as aggravating as this has been. Again we would like to apologize for the inconvenience we have caused. We truly appreciate Mr. [redacted] taking the time to write this letter to let us know of our shortcomings. It is customers like him that help us improve and we value his business. Sincerely