Raymour & Flanigan

Good Afternoon, At this time, the customer has received delivery on 01/02/of their new furniture and we have picked up the old pieces We have discussed with our showroom and delivery management teams the customer's concernsOur management team has attempted to follow up with the
customer on 01/03/and 01/05/after their delivery to see if there were any other outstanding concernsAt this time, we have not heard back from the customer If you have any questions or concerns, please reach out to us. Thank You!

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

After reviewing customer's complaint, Management offered to give customer full credit in our store to purchase a new dining set, or a partial refund of her Platinum Protection cost, or a gift card to be used on a future purchase to keep her dining set in its current condition. Customer refused all offers. Thank you, TF*

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.
Regards,
*** ***

My Leadership has advised me that as of 4/22/16, the customer was contacted an offered resolutions - either a full refund for the merchandise with no restocking or delivery fees OR full credit of the purchase price with no restocking or delivery fees to go to the showroom to pick out different
merchandiseCustomer was also offered the same 20% discount on new merchandise pricingWe cannot offer anything further at this time. Thank you, TF*

After reviewing this customer's complaint, and teaming with our Leadership, we are offering customer a replacement of her entire 6-piece dining set at full purchase priceThank you, TF*

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*

Hello,At this time we have provided everything we could in this matterPrevious responses show documents with a zero balanceThere is nothing else to offer.Thanks,

Good afternoon,Our local management team from the Duryea area has attempted to reach out to the customer with the phone number provided to discuss this situation with the customer. We left the customer voice messages to contact our team back to discuss this further. If you have any
additional questions about this, please let us know. Thank you!

We are terribly sorry to hear the customer is experiencing this issueRaymour and Flanigan follows strict quality assurance measures to ensure we are delivering sanitary merchandise into the homeWe understand this is a prevalent issue in city areas and would be happy to offer a $gift card
toward any future purchases as a gesture of goodwillAttached is a letter to the customer to recap our prior conversation and provide helpful information on bed bug infestations

Our Credit Manager has reached out to this customer to advise her of the correction to her credit report that was entered on 6/2/2016, and explain our resolutionThank you, T.F*

Purchased a mattress and an adjustable bed baseThe base makes noise/creaks whenever someone moves, which disrupts our sleep.Raymour has had technicians over and replaced the wheels on base, neither of them where able correct problemBoth techs said that nothing could be done, that is the way
that bed base isThe last tech said that perhaps wax/rubber/oil on a hinge may helpHe did not want to do that and suggested that I could try thatAsked him if I did that, would that not void warranty, he did not knowWe were under impression that return/refunds where allowed since along with mattress/base we also purchased a protection plan (insurance) at additional costWhen we called to try and return base, we were told that there are no refunds, and that they could possible send a 3rd tech to see if the problem could be fixedWe are doubtful that a 3rd visit would resolve anythingSo, here we are

Hello,We are sorry to hear the customer is frustrated and upsetAt this time we feel we've made a good faith effort to resolve their concernsShould the customer change their mind going forward and accept the goodwill giftcard we would be more than willing to send this outThis is customer caused damage and again not covered by the manufacturer. Thank you,

Hello,Here is the response from TD, basically they are saying customer error in entering payment informationTD Bank does not accept debit card as a method of payment only checking accounts(with routing number and account number) Thank you, Customer spoke to collection
department due to the past due status and rejected paymentThe checking account he registered through OAM is his own Raymour account, which caused the rejected paymentA late fee was removed, but a $ NSF was charged Collection notes:HP090716 12:06 RPC CUSTOMER HAS BEEN ADVISED THAT HIS PAYMENT WAS REJECTED BECAUSE HE ADMITS HE ENTERED HIS DEBIT C ARD NUMBER ON OAM INSTEAD OF ACCT #I ADVISED HI HIS PREV ACCT # THAT HE REGISTERED ON OAM ENDING I N APPERED TO BE FINE BUT ON 8-8-HE WENT IN AND ADDED A SECOND ACCT # THAT ENDS IN 1934. I A DVISED HIM WE DO NOT TAKE DEBIT CARDS AND THE SYST EM SPECIFICALLY ASKED TO ENTER AN ACCT #

Hello,We have spoken with the customer in order to resolveOn July 14th we offered the customer a credit for the sofa to use to reselect to different productThe agreed on credit amount was 953.95, we are currently waiting on the customer to follow up with our management in online sales
to make a selection to different product.Thank you,Kevin S***

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.Raymour and Flanigan responded to this complaint, stating that a Regional Manager had reached out to meI would like to know who this was and when this happened? I only spoke to a local manager named Ivan as I described in my complaint who offered no help to meHe did not advise they would make an exception if I had the mattress cleanedHe stated I couldn't return the mattress because I did not have the law tag and even if I did have the law tag he said they would not take it back because it was stained. Additionally I requested to speak with the director of customer service for this area and that never happenedI contacted Customer Care who advised that the manager I spoke with (Ivan) was sending an email to the director and I would be contacted within hoursThat never happenedI have included photos of the paperwork provided to me by Raymour and Flanigan when I purchased the mattress that details their lifetime service pledge, their guarantee to live up to the manufacturer's warranty, and a copy of the Platinum Protection Plan that details the mattress is covered for Human and animal bodily fluid stains as well as cleaning. Please advise who the regional manager is that I spoke with, when I spoke with him and why if the Platinum Protection Plan covers professional cleaning of the mattress for human and animal bodily fluids that I need to have it cleaned before you will accept the return?If you are willing to make an exception as you state in your response please have someone actually contact me to discuss the details.
Regards,
*** ***

Good afternoon,Our local management team from the Poughkeepsie area reached out to the customer and we are going to exchange the power recliner and the console that has been giving the customer issues. This is going to be delivered to the customer on 4/17/18. We spoke with the customer
about a pricing adjustment and the customer agreed to month financing instead of having 50% off. If you have any additional questions please let us know.Thank you!

Good afternoon,Our local management team from our E-commerce department reached out to the customer to discuss this further. We provided the customer a $gift card for the inconvenience of his experience with our showroom. 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.Thank you for providing the part #s, documentation; does that mean the items have been ordered and are on there way? There's no delivery date ETAno date of orderI just want to be certain that this is not something that will fall through the cracks once the Revdex.com case has been closed as "accepted offer" and resolvedPlease advise
Regards,
*** ***

per notes in the customers account, we have left a couple of messages to speak about the part order and statuson 10/13/We have not heard back.thanks,