The response to this complaint needs to be broken into a few parts. I have gone out of my way to assist *** *** My last contact with him was being hung up on while I was speaking to him on the phone. I was told that he would be having his attorney contact me. ***
***s complaint centers on delivery of warranted goods from Parkersburg Furniture Outlet. Below is my account of the events leading to his complaint. Parkersburg Furniture Outlet is a place where people are able to purchase brand name product at a significantly lower price than most large retail stores. We don’t have a fancy showroom or commissioned salespeople. However, you do save a lot of money on your purchase. In this case, *** *** saved significant money over the retail cost of the sectional he purchased. We don’t offer free delivery and on some products, we just do not deliver (i.ereclining sofas, sectionals, and large bedroom sets). We simply offer new brand name products at a better price with some self-service involved. We are, however, an authorized dealer of everything we sell. Products do come with full manufacturer warranties. This is explained to all customers at the time of purchase. We do occasionally have warranty issues, which we gladly assist our customers by acting as a liaison with manufacturers. Most all manufacturer issues, with a few exceptions, are handled easily and quickly*** *** picked up his three piece sectional on the morning of 2/3/16. We opened the package on all products for inspection, although it is understood that reclining mechanisms cannot always be checked. A release was signed, indicating the appearance, upholstery and cushions were acceptable, and *** *** was taking responsibility for the product and transportationOn February 25th, I received a call from *** *** stating that he had issues with his sofa and love after he got it home. He explained that his sofa was not reclining correctly on one side, and his love had a stitching issue. I asked why he waited so long to contact me and he apologized but indicated that he was just getting around to it. I explained that I would need to set a time to inspect it for a claim with the manufacturer as the time had been in his home for three weeks. On the morning of February 28th, I stopped at *** ***s home to inspect the sectional. The recliner in the sofa appeared to be an issue. I filed a claim with Simmons. I texted *** *** at 9:am on March 2nd, and told him that I had recommended replacement of the bases since the product was so new as opposed to Simmons having them repaired, which was the manufacturer’s option. I also told him this was merely a recommendation on my part. They could make whatever decision they wanted. I also told him upon inspecting them that it could be two weeks or more before I heard from Simmons regarding the issueOn Tuesday, March 8th, *** *** texted me, asking to know if I had heard anything yet. I reminded him that it could take two weeks or more. On March 17th, I received another text from *** *** He said that it had been two weeks, and I needed to take care of this. I explained to him it was in Simmons’ hands and I had to hear from them. I contacted my distributor to see what we could do with the lack of response by Simmons to the warranty claim. After my distributor and I discussed this, we made the decision to replace the base of each sofa and love, at our cost, for *** *** regardless of the answer from Simmons. On March 21st, I contacted *** *** via text and let him know that Simmons was going to replace his bases as per my recommendation. At that point, I was informed by *** ***, that he expected delivery of these items as he was not going to pick them up. I explained to him at this time, if he looked at his warranty, it stated that the customer is responsible for the return transport and piof items replaced under warranty. If he needed it, I could arrange delivery through a local delivery service for him at whatever they charged. He immediately called me on the phone and began to verbally attack me, saying what a lousy business that I had, what a lousy product that I had, and that I didn’t know how to run a business or treat customers. The profanity used by him and the insults about my business were unacceptable. He told me that he was taking this to his attorney and I would be speaking to him. I explained to him that I was not going to be spoken to like this, to have a great evening, and I hung up the phone. He called back and when I answered, he hung up on me. I then texted him and asked him not to call me if he could not conduct himself in a respectable fashion. He told me to fix my problem, period. I explained that I ordered replacements for him and that I didn’t appreciate the language or threats. If he felt that he needed to have his attorney to contact me, then by all means, do that. I told him that I was handling this warranty claim the way that they are handled and if that wasn’t acceptable to him, I was sorry. He again explained to me that I was not running a good business and to fix my issue. He said that the delivery is my issue and not the warranty. At this point, I explained to *** *** that I would contact him when the replacements were in and that I stand behind the warranties on the products we sell. I was told at this point not to text him again, although his preferred method of speaking with me was text, or his attorney would be filing harassment charges against me. On April 29th, I received a voice mail from *** ***, inquiring about their replacement product. Upon returning the call, I told her that I had received the product the day before, and that they were on my list to call. She asked when I was delivering the product, and I explained to her that I had already had this conversation with her husband about making arrangements to pick it up. She indicated that she was busy at work and asked me to call *** *** at home to discuss it with him. I hesitantly made the call. As expected, when I phoned him and he asked when I was delivering his product, I had to explain to him that we had this discussion. At this time, *** *** told me that I would be receiving a call from his attorney regarding this, and he proceeded to hang up on me. With him continually making this a legal issue, I left the ball in his court. I fulfilled my obligation and secured him two replacements for the issues he had. They were at my shop available for pickupThe time from April 29th until receipt of this complaint, I have heard nothing from *** *** and have been awaiting a call from his attorney, since he indicated that he was making this a legal issue. I have no issue with offering him his replacement items under the warranty conditions, which were attached to the product he purchased. These clearly state that the consumer is responsible for the transportation product. I have enclosed a copy of the Simmons warranty provisions with this response for your review. In closing, I have been in the furniture business in West Virginia for ten years,. I have never had a Revdex.com complaint and have had thousands of satisfied customers over the years. Unfortunately, I was not able to satisfy M** *** as I surely would have been willing to work with him as I like to believe that I do with all of my customers. With his belligerent attitude, profanity, legal threats, and inability to conduct himself in a respectable fashion, the only resolution that I am able to offer him is the replacement pieces that I originally procured for his as per the warranty. I have copies of the threatening texts for review and a witness to the threatening phone conversations if needed, to corroborate anything mentioned above. *** *** may feel free to contact me about his replacement pieces should he find the ability to conduct himself in a professional manner. If not, he may feel free to see another authorized Simmons dealer who will explain to him the exact same facts about the warranty on his productThank you for your consideration in this matter
The response to this complaint needs to be broken into a few parts. I have gone out of my way to assist *** *** My last contact with him was being hung up on while I was speaking to him on the phone. I was told that he would be having his attorney contact me. ***
***s complaint centers on delivery of warranted goods from Parkersburg Furniture Outlet. Below is my account of the events leading to his complaint. Parkersburg Furniture Outlet is a place where people are able to purchase brand name product at a significantly lower price than most large retail stores. We don’t have a fancy showroom or commissioned salespeople. However, you do save a lot of money on your purchase. In this case, *** *** saved significant money over the retail cost of the sectional he purchased. We don’t offer free delivery and on some products, we just do not deliver (i.ereclining sofas, sectionals, and large bedroom sets). We simply offer new brand name products at a better price with some self-service involved. We are, however, an authorized dealer of everything we sell. Products do come with full manufacturer warranties. This is explained to all customers at the time of purchase. We do occasionally have warranty issues, which we gladly assist our customers by acting as a liaison with manufacturers. Most all manufacturer issues, with a few exceptions, are handled easily and quickly*** *** picked up his three piece sectional on the morning of 2/3/16. We opened the package on all products for inspection, although it is understood that reclining mechanisms cannot always be checked. A release was signed, indicating the appearance, upholstery and cushions were acceptable, and *** *** was taking responsibility for the product and transportationOn February 25th, I received a call from *** *** stating that he had issues with his sofa and love after he got it home. He explained that his sofa was not reclining correctly on one side, and his love had a stitching issue. I asked why he waited so long to contact me and he apologized but indicated that he was just getting around to it. I explained that I would need to set a time to inspect it for a claim with the manufacturer as the time had been in his home for three weeks. On the morning of February 28th, I stopped at *** ***s home to inspect the sectional. The recliner in the sofa appeared to be an issue. I filed a claim with Simmons. I texted *** *** at 9:am on March 2nd, and told him that I had recommended replacement of the bases since the product was so new as opposed to Simmons having them repaired, which was the manufacturer’s option. I also told him this was merely a recommendation on my part. They could make whatever decision they wanted. I also told him upon inspecting them that it could be two weeks or more before I heard from Simmons regarding the issueOn Tuesday, March 8th, *** *** texted me, asking to know if I had heard anything yet. I reminded him that it could take two weeks or more. On March 17th, I received another text from *** *** He said that it had been two weeks, and I needed to take care of this. I explained to him it was in Simmons’ hands and I had to hear from them. I contacted my distributor to see what we could do with the lack of response by Simmons to the warranty claim. After my distributor and I discussed this, we made the decision to replace the base of each sofa and love, at our cost, for *** *** regardless of the answer from Simmons. On March 21st, I contacted *** *** via text and let him know that Simmons was going to replace his bases as per my recommendation. At that point, I was informed by *** ***, that he expected delivery of these items as he was not going to pick them up. I explained to him at this time, if he looked at his warranty, it stated that the customer is responsible for the return transport and piof items replaced under warranty. If he needed it, I could arrange delivery through a local delivery service for him at whatever they charged. He immediately called me on the phone and began to verbally attack me, saying what a lousy business that I had, what a lousy product that I had, and that I didn’t know how to run a business or treat customers. The profanity used by him and the insults about my business were unacceptable. He told me that he was taking this to his attorney and I would be speaking to him. I explained to him that I was not going to be spoken to like this, to have a great evening, and I hung up the phone. He called back and when I answered, he hung up on me. I then texted him and asked him not to call me if he could not conduct himself in a respectable fashion. He told me to fix my problem, period. I explained that I ordered replacements for him and that I didn’t appreciate the language or threats. If he felt that he needed to have his attorney to contact me, then by all means, do that. I told him that I was handling this warranty claim the way that they are handled and if that wasn’t acceptable to him, I was sorry. He again explained to me that I was not running a good business and to fix my issue. He said that the delivery is my issue and not the warranty. At this point, I explained to *** *** that I would contact him when the replacements were in and that I stand behind the warranties on the products we sell. I was told at this point not to text him again, although his preferred method of speaking with me was text, or his attorney would be filing harassment charges against me. On April 29th, I received a voice mail from *** ***, inquiring about their replacement product. Upon returning the call, I told her that I had received the product the day before, and that they were on my list to call. She asked when I was delivering the product, and I explained to her that I had already had this conversation with her husband about making arrangements to pick it up. She indicated that she was busy at work and asked me to call *** *** at home to discuss it with him. I hesitantly made the call. As expected, when I phoned him and he asked when I was delivering his product, I had to explain to him that we had this discussion. At this time, *** *** told me that I would be receiving a call from his attorney regarding this, and he proceeded to hang up on me. With him continually making this a legal issue, I left the ball in his court. I fulfilled my obligation and secured him two replacements for the issues he had. They were at my shop available for pickupThe time from April 29th until receipt of this complaint, I have heard nothing from *** *** and have been awaiting a call from his attorney, since he indicated that he was making this a legal issue. I have no issue with offering him his replacement items under the warranty conditions, which were attached to the product he purchased. These clearly state that the consumer is responsible for the transportation product. I have enclosed a copy of the Simmons warranty provisions with this response for your review. In closing, I have been in the furniture business in West Virginia for ten years,. I have never had a Revdex.com complaint and have had thousands of satisfied customers over the years. Unfortunately, I was not able to satisfy M** *** as I surely would have been willing to work with him as I like to believe that I do with all of my customers. With his belligerent attitude, profanity, legal threats, and inability to conduct himself in a respectable fashion, the only resolution that I am able to offer him is the replacement pieces that I originally procured for his as per the warranty. I have copies of the threatening texts for review and a witness to the threatening phone conversations if needed, to corroborate anything mentioned above. *** *** may feel free to contact me about his replacement pieces should he find the ability to conduct himself in a professional manner. If not, he may feel free to see another authorized Simmons dealer who will explain to him the exact same facts about the warranty on his productThank you for your consideration in this matter