Raymour & Flanigan

John,Below is a statement from *** ***, a member of our regional management team for Mrs***'s areaShe requested that I provide this to you directly.-Dale------------I have offered to do an in shop repair on Mrs***'s tableHowever, she was not satisfied with thatShe wants me to guarantee for her that if the table is not up to her liking we will exchange the table.Her table is out of warranty and she does not have the Platinum Protection coverageShe is not okay with the fact that the in shop technician has not come to her home to physically see the damage of the table(she has already sent in photos for the team to see.) Which I offered to her and she declinedThat's how we got to this point of me offering to bring the table in and having our In shop Manager try and repair the table which he committed to have done in one day.The customer also wants me to confirm that the table is not going to look repairedWhen I explained to her that no repair is perfect and if I promised her that It wouldn't be truthful on my part, she was infuriated by thatAt that point I told her that we would not move forward with anything else.It's either she allow us to pick up the table, and be without a table for one day for repairsOr she would have to keep the table at no attempt to repair due to it being out of warranty.I will not be honoring an exchange on a table that is not covered under warranty.Thank you so much for your help in this matter and please let me know if you need anything else from meBest regards,*** ***Depot Customer Care LeadR&F Culver Road Service Center

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*

Hello, We have offered the customer a $credit for the issues, which the customer has refusedWe have replaced her nightstand as well. Thank you

Good afternoon,Our local management team from our Accounting department has reviewed the situation and stated that the customer has not responded to multiple attempts to discuss this further. Raymour and Flanigan has not processed the financing incorrectly and there are notations in the customer's account from 1/17/discussing that we spoke with the customer about the terms and agreement. The customer accepted and sent an e-mail confirmation understanding everything with the financing agreement. We are offering half of the interest to the customer as a courtesy and of good will. We are not going to change our original offer of providing half of the interest to the customer Thank you!

Good afternoon,Our local management team from the Suffern area reached out to the customer to discuss this further. We offered the customer the refund of $which includes the chairs, platinum protection, and table. If the customer has any further questions about this please let
us know. Thank you!

Good Afternoon - I have reached out to leadership to address customer's complaint Thank you, T.F*

Good Morning - We recently sent a Service Technician out to this customer's homeUpon receiving the technician's report, the Leadership offered customer a Reselect (gave him store credit to purchase new merchandise)Customer accepted this offerThank you, T.F*

Ms***, On behalf of Raymour and Flanigan, I would like to sincerely apologize if we have inconvenienced or bothered you in any wayI also apologize if our credit team was unable to assist you in a pleasant and professional mannerI would like to reach out to our credit managers
and determine why we have sent you a billAfter our credit managers are able to review your account, I feel confident that we would be able to resolve this situation easilyPlease give us 24-hours, and we will have an answerIf you need any further assistance, please don't hesitate to reach out to us. Thank you,Michael

HelloWe have offered the customer a $gift card for the inconveniencesShe has accepted our offer.Thank you

Good afternoon,Our local management team from the Culver Road area reached out to the customer to discuss the customer's love-seat. The customer stated the service from 5/5/was holding up and the chair was fine. We let the customer know if any issues happen to the chair to contact
us. If the customer has any further questions about this please let us know. 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
Regards,
*** ***
There is not in infestation in my homeIt is in their box spring that came from themThat is the only room that we cannot sleep inIt took the exterminator minutes to find the first bed bug in the box springThere is no way they are inspecting their trucks and old mattress and boxsprings that they haul away like that

The customer's concern was escalated to regional management, who have provided more insight on the situationThe service inspection on 8/17/determined that due to the mattress being in the home for over years, and the fact that the depression is only 1/4in, it does not meet the standards of a "manufacturer's defect" and would be considered wear on the mattressDue to this, it is not eligible for reselection/replacement.Thanks,-Dale

Good evening,We have reached out to the customer and we were able to leave them with a voice mail in regards to the concerns with their furnitureIn the voice mail we have provided the customer with the number of ###-###-#### so that the customer would be able to reach out to us so we can discuss
with them the situation with the furnitureWe are looking to have an understanding of the current situation by obtaining pictures of the furniture so that all options for resolution can be reviewed.Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The buisness contacted me today and scheduled a service technicianI am reserving my right to reopen complaint if the buisness does not uphold their end of the appointment
Regards,
*** ***

Hello,We have offered to replace the damage parts on the sofa, customer deniedWe also offered a full platinum refundCustomer has told us she will call us back and think about it, per notes in account.Thanks,

Leadership has contacted customer and offered to exchange the mattressCustomer will be going to her local showroom to pick out a new mattress on 3/9/Thank you, T.F*

HelloWe will be delivering the correct merchandise today, March 9th to the customer at the original price quotedCustomer has accepted offer. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006568, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company made zero attempt to resolve the concern and I have been left responsible buying new furniture and new bedding Raymour was so egregious in regards to this, they didn't even notify the 3rd party company they hired to pick up the furniture, that it was infested and the company refused to pick up the furniture We then had to wait all day on Saturday for another company to show up to pick up the furniture When I tried to contact the person who was in charge of our situation, she was not available and I later found out she blocked me from calling her I'm not satisfied with how Raymour handled this and their response further confirms their non-chalant attitude Funny thing is, when we initially called the customer service department, the representative said they have complaints with beetles infesting their furniture on a regular basis If they have such an issue with beetles, who's to say they don't have an issue with bed bugs
Regards,
*** ***

Hello, Per our leadership team, they have reached out to this customerThe following is a copy notes put in the accountThere is nothing more that can be done on our end.thanks,A/P processed a HD payable to contractor***left voicemail for customer to give us a call back in regards to the Revdex.comclaim on 10/07/compensated them delivery fee/paid for holeroom to be repainted/changed finance terms/ not sure what there/reccomplaint is. Have also offered to pick up furniture in the past, rejectedsince they were not satisfied

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
The information in that message that was provided by the store is not accurateBelow is my response in details. Yes, I did go to inspect the furnitureThe sale associate was very nice and informed me that ‘sometimes the store received damaged items from the warehouse, and it is better to inspect everything'In fact I went three times, not twiceAt the first time the furniture were not arrivedAt the second all the furniture were arrived except two night stands and a mirror, and we found two damaged items and I asked for replacementsAt the third time the replacement items were there but still missing the two night stands and the mirrorSince I had have limited time, the sale associate offered me the floor samples instead of new items and I accepted that (by the way, the store manager did not approve any extra discount on the floor samples and I was okay with that)And I did not even inspect the floor samples because I trusted the sale associate to do that, and she did a very good jobThus the statement in the message “We brought down the product way in advance before the customers departure date” is not accurateOn other hand, what I have explained in this paragraph is not my complaint, but I’m responding on their information.Let us return back to the first day when we have entered this store looking for furnitureI have met a nice sale associateI explained that I’m moving to Alabama and I have two options: buy new furniture from this store and move them with a moving company to Alabama, or buy the furniture from AlabamaThe sale associate convinced me to buy from this store and will give me good discount (which they did), and will keep everything in all original boxes and fully protectedI liked that and picked my furnitureI came to the store on the second day with my wife and we opened an account and finalized the purchase, and at this time the sale associate informed me what I mentioned in the previous paragraph that ‘sometimes the store received damaged items from the warehouse, and it is better to inspect everything’Then I asked the sale associate: can you returned the furniture to the original boxes after I inspect themThe sale associate answered: not all items can be returned to the boxes, however, we will wrap them very well and they will be ready for transportationAnd I accepted that. Then I authorized a third party to transport my furniture from the store to Alabama.One more point I want to mention hereWhen I went to the store at third time (when they offered me the floor samples), I have emphasized to the sale associate to wrap the floor samples very well because these floor samples have no original boxesAnd the sale associate told me ‘do not worry, will wrap them and they are going to be very protected’The sale associate was very nice and I trusted her. I was not available at the pick up dayThe third party picked up and delivered all furniture as we agreedI personally received the furniture from the third partyI was surprised that the majority of the furniture were NOT wrapped as we agreed, and they have severe scratches, dents, and damagesHowever, some of furniture were wrapped very well in boxes and I received them in good condition. Then I called the store to complainThe sale associate was off-work when I calledI expressed my complains to the person who answered my callOn the second day I called the store again and speak with the store managerI explained what happened to the manager, and he responded this: ‘I have reviewed all papers and we have no responsibility’Then I asked him to speak with the sale associate who made a deal with us to wrap all furnitureThe manager did not let me to speak with sale associateThe manager put all responsibility on the third party and showed NO responsibly for their PROMISEThen I asked him to give the contact information to the regional managerHe refused to give the contact information, and informed me that they have a legal department to deal with all legal actions, and he hanged up. The store manager argued, and still arguing, that the furniture were in good conditions at the pick up timeLet me make it clear for you: THIS IS NOT THE POINTMy complain is that we made a deal with the this store to wrap all furniture and this store failed to do thatIt seems they gave us this deal to gain our business, then when some furniture got damaged they showed no responsibility. In this paragraph I want to describe my personal interpretation (not necessary true, just what I believe happened): The sale associate asked the store workers (people who do pick up and delivery for the store) to wrap the furniture as what she promised usThe workers did not wrap all the furnitureThe third party pick up the furniture from the workers without proper wrappingThen the store manager decided to “hold the fire” and show no responsibility and blame the third partyAnd the store manager was not nice and not-respectful at all. I’m looking forward to have a reasonable resolution.
Regards,
*** ***