Patsy's Furniture Inc

Initial Business Response /* (1000, 6, 2015/07/08) */
This is the reply from complaint case #XXXXXXX. I have been in contact with Mrs. [redacted] since she had bought this bedroom set from my store on 10-12-13. When she purchased this purchase we gave her a choice of us delivering and setting up the...

bedroom for them for a delivery fee by it being out of our local delivery area. She refused that and they picked up the purchase from the store. She called me back and said the footboard was damaged, so we ordered her another footboard and she brought it back and picked up the replacement then on April X-XXXX she called us again and she said she was having trouble with the chest rails. We told her to bring it back and we would check it out and get it fixed but she didn't bring it in. On X-XX-XXXX she called again about the chest and we explained to her it was still under the 1 year warranty and to bring it in and we'd get it repaired or replaced. She informed us she'd bring it back in a couple of weeks. We had not heard from her again until the first week of June of 2015 then she called the sales person on her cell phone. We have a policy all business calls come to the place of business besides she was in Florida on vacation during these calls from her. We gave her copies of the warranties on the bedroom. We are sending you a copy of this also. The bedroom is out of warranty and she was told to get it to us before the warranty was out on it. I can not help it if she didn't take the time to get it to us. It explains everything about the warranty. Then as far as the mattress set, it has a 10 year warranty on it 5 full years and 5 prorated. All she has to do with that is take a picture of it showing us it a indent of 2 and 1/2 inches and we will replace this mattress before the 5 years is up. I have to send the pictures to my rep and it will be replaced when she brings it up. We can let her know when we hear from the rep and it will be taken care of if it is defective. I am sending you the same warranty papers that she was given. I can not help it if the customers will not help with the warranty the same as we do. There are guidelines on everything. Most of the times they think we are like [redacted] and bring things back whenever they get tired of it. We are not [redacted]. Everything in our store are factory warranties not ours. And we tell everyone that. I pride myself in taking care of our customers and for them to be happy but some customers you can not make happy no matter what. I have been in business for 13 years and really bend over backwards to treat our customer like we want to be treated, I have 3 generations of families that come to our store, but every once in a while you can just not satisfy someone nomatter what and this is one of those times. I'm very sorry. If she wants to send us pictures of the mattress set to [redacted]@hotmail.com, I can get this taken care of if it is defected, as far as the bedroom, the warranty is out on that and she was told before it was to bring it up and she said she would.
Thank you.