Raymour & Flanigan

HelloWe have spoken with the customer and have offered a reselect, which the customer has acceptedWe also will further discuss with him the delivery issuesThank you

Our Credit Manager has been working with this customer and we have agreed to refund her an additional amount of $1,171.18. Customer has accepted this offer and is satisfied with the resolution. Thank you, T.F*

Hello, We have reviewed the customers account and request and have contacted him directly to offer a refund for the requested amountA check for is being processed and sent.Thank you,

At this point We wouldn't be able to look further into the records since TD bank is a separate finance institutionTheir Customer service line is ###-###-####Thank you,

HelloWe have offered the customer a refund and she has accepted our offer. Thank you

After reviewing customer's account, our team has offered her a reselectShe has picked out a new bed, which we are delivering on 12/16/Thank you, T.F*

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

Hello.We have attempted to reach out to the customer on the phone number provided, to discuss a resolution and are unable to leave a recorded message due to the mailbox being fullWe will continue to reach out on that phone numberHowever if there is a better number, please provide.Thank
you

HelloWe have offered to credit the customer's TD account with the $in interestThe customer has accepted.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
I tried to email the rep *** but she blocked my email address even though I never emailed her beforeShe gave me her email to contact her with an issue then she blocked meanyway the reason I emailed her is that when she spoke to me she mentioned that they were going to send $gift card which I understood as Visa gift card that I can use anywhere as compensation for the frustration and delay they caused and also because they were still unable to address the original issueWhen I found out it was a store gift card I realized it's useless to me given it's a furniture store and I can't buy much for $without paying multiple foldsI also don't need anything from there which renders the compensation useless
Regards,
*** ***

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,
*** ***
All Iam asking is that these charges be removed from my credit report ,I have just started to cleanup my credit so that I could purchase a house in the near future that is all Iam requesting .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
This is NOT resolvedAs per their response, this will not be resolved until October 20thThey offered a $gift card which was a slap in the faceThey also attempted to scam me by using my platinum protection to use the trade in of my bedroom set for a new one, however it would then void all warrantiesSee the chat attachedThis was said at 10:15:AM EST. I want this resolved sooner or make me whole$is not cutting itI purchased a brand new bedroom set, not a used broken one (which it seems like).
Regards,
*** ***

Good afternoon,Our local management team from the Central Islip area reached out to our showroom in Garden City to reach out to the customer to discuss this further. We are going to pick up the merchandise and refund the customer back. If you have any additional 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
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,
*** ***

I have reviewed the response made by the business in reference to
complaint ID ***, I received the same message from *** 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 *** is out of business and that they do not know how I even received a *** sofaHow is this fair considering they replaced with a different cheaper version of the original product? I will advise once they "reach" out. Regards, *** ***

Hello. The customer is outside of any warrantyOutside of the warranty there is no replacement optionWe did offer a one time courtesy service to make repairsWe have also offered the customer a $gift card and the customer has accepted. Thank you

We have contacted this customer and have offered him service at no charge, and we are also refunding him the Platinum fee. I spoke with him the other day, and he has agreed that this is a good settlement Thank you, Tracy F* *** Raymour & Flanigan Furniture
Customer Care Center ###-###-#### Ext

Good afternoon,As of 9/26/17, the customer's local service center communicated with the customer that for service on the adjustable base of the bed, they would need to contact the Ashley Customer Care team at ###-###-####Depending on the results of this service, these results of the service will need to be brought to the attention of the customer's local service team to see if anything in addition can be done after services are attempted.Thanks

Good evening,We have partnered with our local management team and have found a resolution with the customerWe have scheduled for Raymour and Flanigan to come out to the customer's home on 2/26/to pick up the furniture in questionOnce the furniture is back in the depot, a check will be mailed back out to the customerPlease let us know if there are any additional questions or concerns.Thank you

Tell us why here...After reviewing customer's account, I found that our Accounting Department processed the customer's reimbursement on 1/18/16. Thank you, TF*