Raymour & Flanigan

Hello,While we apologize about the confusion and acknowledge there was an error made the customer was given the terms originally discussed at the point of selecting a different pieceWe confirmed with the customer that the piece was more expensive upon making her select.While the wrong terms were
originally sent we did go over the error with the customer before she signed the correct terms (which again the customer was aware of the higher cost)This was a signed valid document.Thank you,Kevin

Good Evening, The appropriate leadership have spoken with the customer and we have offered a $gift card, which he has accepted. Thank you

HelloWe have offered the customer a reselect, which is a store credit to pick something else out of equal or greater valueThe customer has refused Thank you

Leadership has reached out to this customer and offered to allow them to return the merchandise that was delivered on 4/9/Customer has been given store credit and has advised us he will visit his local showroom in weeks to make the reselection. We have waived the restocking fee for the
customer, but he has agreed to pay new delivery chargeThank you, T.F*

Good afternoon,Our local management team from the Gibbstown area reached out to the customer to discuss this further. We are replacing the glider recliner with a new glider recliner. If the customer has any further questions about this please let us know. Thank you!

Good Afternoon -I am working with leadership on a resolution. Thank you, Tracy F

Good afternoon,We have partnered with local management to assist the customer with this concernAt this time, the customer was provided with a reselection (credit in the showroom to purchase new furniture) without a restocking fee associated to the amount given in creditThis reselection has been
submitted into our system and the customer will be completing this process to choose new furniture from our Rockaway showroom.Thank you!

Good afternoon,Our leadership has reached back out to the customer and provided the following information, however, the customer stated to our leadership team that he feels this will not be resolved until we physically deliver the new pieceWe have also provided the customer with $off his current order towards his box spring.This bedroom set is outside of his year manufacturing warranty which is why he is now within his platinum protection coverageWe did attempt to repair the piece under his platinum coverage but were unable to do so, which is why we are offering the replacementThis replacement is a special order which unfortunately resulted in the wrong itemAs soon as we were notified our our error we ordered the correct piece and are currently awaiting the arrival of this piece from the manufacturer. We were offering to cover the replacement of the entire set under his platinum coverage plan, due to the claim being under his platinum plan as it is over years oldThe reason we offered a replacement for him was to meet his request for a faster resolution as we are currently awaiting the piece from the manufacturer which may take a longer than desired time frameAt this time we are not able to do much more until this piece arrives and then brought into the customer's homeOnce this is delivered to the customer, we will then be able to provide a status update of resolution.Thanks.

Good morning,From our local team speaking with the customer in regards to her concerns, we learned that it was actually glass that was affected in the matterGlass is something that our techs are unable to work onDue to this, we have informed the customer that they will be offered a reselect from this table since we are unable to serviceThe customer will be receiving an in store credit to use towards a new piece of furniture. Thank you

Hello, Our regional management team is working with this customer Thank you,

Hello. After speaking with the customer, we have offered him a one time courtesy to do an exchange on the full mattressThe customer has accepted this offer and has since been delivered to his home. Thank you

Leadership has reviewed customer's complaint and reached out to him and explained the removal process. We also offered a $gift card for his inconvenience, and customer accepted this resolutionThank you, TF*

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a telephone call from MsF* who requested that I email some pictures of the wall damage. I promptly emailed her the requested photographs and was told that a manager would follwith me. To date, I have not received a folltelephone call from any manager and no offer has been made to resolve this issue.
Regards,
*** ***

Good evening,After partnering with our local management team, for us to assist the customer with the repairs on her furniture, we would need to pick furniture up from their home and do an in shop repairThis repair would come at fee for delivery and service as the customer is currently out of
warranty coverageAt this time, we do not have approval from the customer to allow us to complete this service.Thank you

Revdex.com:
My husband was called last Saturday and spoke with JocelynSince I was not called my husband told her he would have to call her back after speaking with meWe called back on Monday and she was not available to speak so we spoke with a representative who did say we could do the reselect on both couchesShe told us she would get back to us in 24-hours to process the request throughWe are now three days in and no one has called us yet againI am tired of the run around and not being told what needs to be done therefore we now want a full refundWe have bought my sons dressers his bed and bed frame and our end tables as wel as our bed frame and had nothing but problems and no one ever calling us back therefore feeling unvalued as customers.
Regards,
*** ***

We have reviewed the customer's complaint and forwarded it to the appropriate regional management team for resolution.Someone will be in contact with the customer within to hours, and we will update once we receive more informationBest Regards, --***

Hello We have submitted the check in the amount of $for the damaged chandelierThe customer will receive it within to business days. Thank you

Good Afternoon - After contacting consumer for more information, I have contacted our Credit Team for assistance in resolving her complaintThank you,T.F*

Hello We have spoken with the customer and offered a credit to go into the showroom to pick something out of equal or greater valueWe have waived the mattress comfort reselection charge and the redelivery feeThe customer has accepted this offer and has already selected a different
mattress that is schedule for delivery Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
IIt has been over hours and you have not responded.
Regards,
*** ***