Raymour & Flanigan

Hello,Looking into the customers account it appears we made a payment to a home contractor to repair the home damage.( 9/1/16) Unfortunately there are no video surveillance available to review, regarding the measurementsAny issues with the billing promotion, TD bank would be able to assist since the customer is financed through themTheir customer service line is ###-###-####Thank you,

Good evening,Our Store Manager Mike G [redacted] was able to speak to our customer in regards to the the concern with the accountAfter speaking with our customer Mike was able to assist the customer with explaining the math of how it would work out for the customer and by the end of the call the customer stated that he was all setPlease let us know if anything else is needed.Thank you!

HelloWe have offered the customer a creditThe customer has accepted our offer Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted] , I received the same message from [redacted] yesterday via Email directlyI will wait to see whom will reach out within 24-hours, they have also given me just days to drive to Nyack Monday thru Friday to pick something outUnfortunately, I will not accept this as I work Monday through Friday, and the location they want me to attend is crossing a bridge, paying a toll and I will not make it there on time before they closeAs well as I do not believe that by me picking out a new sofa does not resolve the fact that I was given a completely different sofa, had I known that the insurance company does not replace with the SAME EXACT sofa I paid for I would have never agreedI have this cheap quality sofa sitting in my living room, in addition the business said that once they replace the sofa via their insurance time - they no longer cover the itemI have a conversation that took place between a Representative and myself where they at first said it was the same sofa, until I informed them I still had the tags then they ask for a picture then they tell me [redacted] is out of business and that they do not know how I even received a [redacted] sofaHow is this fair considering they replaced with a different cheaper version of the original product? I will advise once they "reach" outRegards, [redacted]

Hello,Per our leadership team, This is a customer that we took a thorough approach on to ensure we enhanced the customer shopping experienceWe brought down the product way in advance before the customers departure date to ensure everything was white gloved inspected by us and the customerIn addition, the customer came into our showroom twice to inspect every piece, and each time the customer was satisfiedThe day the third party delivery service arrived to pick up the merchandise, they also inspected each piece before loading the product on their truck, to ensure there was no damagesThe third party service signed, and also acknowledged that the product was in perfect condition, before taking off with the productStore manager spoke to the customer personally and advised them that we are not liable for any damaged product once the product leaves with another carrier or on transportThe customer advised, that the third party delivery service will pay close to nothing for their damages, so that's why they were calling us to make a complaintWe advised the customer that he needs to direct his concern, and insurance coverage for damaged goods with the third party company that is liable for damaged merchandised on transport to ALThere was no verbal agreement with our associate to the customer that the merchandise would be fully protectedIn addition, the customer advised us to take all of the merchandise out of the original manufacture packaging so they can inspect every piece, and for us to assembleOnce the merchandise is assembled, there is no way that we could even place it back in the original packaging, which clearly the customer understoodEach piece was thoroughly shrink wrapped at the customers request.Thank you,

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 Although they never informed me of their decision to replace the itemsI want to thank you for your help I don't think they would have replace the items without your help Regards, [redacted] ***

Hello? After reviewing the photos from when our technician was in the home and his report, we are not able to offer a replacement or? repairs due to accumulative damagesAny damages need to be reported within to days as disclosed in our Platinum Protection brochure, that is given at the time of purchaseAs long as the customer caused? damages are reported in that time, it is covered, however these damages have developed over time and there fore are notWe do apologize for the frustrations and can offer a refund for the Platinum Protection PlanBy doing so the customer would lose the Platinum Protection Plan.? Thank you

Good Afternoon,? Our local management team in New Jersey has scheduled an appointment on 01/27/for one of our technicians go to to the customer's home with the intent to repair the file cabinetIf our technician is unable to repair the damages, we have informed the customer that we will have to exchange the piece of furniture and that a $credit will be issued to the customer after the service appointment has been completed? If there are any questions or concerns, please let us know.? Thank You!?

Our Leadership has reached out to this customer and will be refunding Mr [redacted] the amount of $for the box springThank you, T.F [redacted]

Customer has been contacted by our Leadership and was offered full credit of $for the Mattress and Box Spring that was purchased Customer has been in the store and received delivery today, 5/24/2016, of a new Mattress and Box SpringThank you, TF [redacted]

***,We sincerely apologize for the issues you are having with the mattress, as well as the delay in providing you with a reasonable solutionWe would like to forward your situation to the escalation team in your area for further reviewThe escalation team, which is comprised of customer service and operations managers, will be able to look into the problems you are experiencing, and come up with the best possible solutionWe will relay your request for a replacement mattress or a refundWe typically have a resolution with hoursAgain, we apologize that this? situation has occurred, but feel confident that we will be able to assist you going forward.? Thank you? ?

Good Morning - Leadership has been in contact with Mrs [redacted] and they have scheduled a service technician to go out to her residence on 11/3/to make repairs to her sofa Thank you, T.F [redacted]

RevDex.com: I have reviewed the response made by the business in reference to... complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I understand that this mattress has since retired and request replacement at the same value, I have purchased an additional extended warrantee with Raymour to protect me with incidence like this Regards, [redacted]

Leadership has been working with this customer and we have offered her store credit to pick out/purchase new recliners.? Thank you, T.F [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below I would like a full refund of $I should not have to pay the interest on a flawed business processI did not receive any calls as stated in the business responseMy phone number is ###-###-#### if they want to reach me Regards, [redacted] ***

Hello,We again apologize the customer is having an issueThe issues she is having are not covered under the Platinum and she is out of the manufacturing warrantyWe've offered a refund of the platinum and an additional refund of money of the pieceThis would be the most we are able to offer at this timeShould the customer choose the option going forward please feel free to contact us.Thank you!***

Leadership has reached out to customer and we have offered to replace the Bookcase on the bedCustomer received delivery of the new Bookcase today, 5/24/Thank you, T.F [redacted]

Hello,Per the store manager I believe we are set with this customer nowWe gave this customer a full refundThe product was picked up on 8.26Thanks,

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]

Good afternoon, In regards to this situation, our local management team has contacted the customerOrnes from our Randolph service center contacted the customer and is currently looking into what options we have for the customerKnowing the concerns that our customer is having, Ornes feels that we will most likely need to first get a technician sent out to the home to inspect the furniture so that we will be able to provide the customer with the best resolutionOrnes stated that he will be following up with the customer on next steps so that our customer is aware of all the steps includedThanks!