Raymour & Flanigan

Good afternoon,Our local management team from our Platinum Protection team called the customer back to offer the customer store credit to select new furniture from one of our showrooms. If the customer has any further questions about this please let us know. Thank you!

Good afternoon,The reason as to why we are not able to extend more than 20% off a purchase and a $gift card is because the furniture was purchased in January of with the platinum protection plan which is valid for a year time frame for accidental customer caused damagesThere was a service set up for an inspection of the furniture in September of and while post confirming the service with the customer, they were informed that the platinum protection plan does not cover wear and tearAt the end of September 2015, Raymour and Flanigan refunded the customer the amount that they spent on the platinum protection plan of $as they felt that they were misold the platinum protectionA check of $was mailed to the customer. Since we have provided the customer with their money back of the sale of the platinum protection (which then voids out platinum protection going forward), we would only be able to offer the 20% off a purchase and the $gift card for the customer.Thank you

Good Afternoon - This customer purchased a leather living room set in 2008. The Manufacturer's Warranty expired in October 2009. We received the first phone call for service in May 2013, which we did at no fee, even though warranty was expired. Customer called for service
again in August We provided service at a fee, as customer was Out of Warranty. She called for service again in September because she was unhappy with the repair in AugustCustomer called again for serviceWhen we asked for photos, she insisted we send a technician out to take them, which we did on 3/18/16. Customer is Out of Warranty and we cannot repair the damage. Customer was offered $gift card, but declined offer. This is what we can offer at this timeThank you, T.F*

Our Leadership has reviewed this customer's complaintAt this time, we have been out to her home times since 6/8/16, in order to address her concernsWe exchanged the first set we delivered on 6/8/to something different and delivered the new merchandise on 6/25/We currently have another
open, unscheduled exchanged in the system for another sofa. We have also offered to exchange the damaged items, or store credit to purchase new merchandise, or service with compensation. Per our technician's recent report, the damage is customer causedCustomer has not returned our phone calls to schedule the delivery of the new sofaThank you, T.F*

Hello,We have contacted the customer to go over the situation and have agreed to extend an exchange on the bedThis has been dated for 11/21/16Thank you!*** ***

Good afternoon,From working the local management team, we were able to provide the customer with us coming out to the home on Tuesday 2/6/to pick the furniture up from their home and providing a full refund back to *** financing to assist the customerPlease let us know if anything else is
needed.Thank you

Hello,Customer has accepted service on the chairWe had offered a reselect but that option was refused due to the customer refusing the restocking fee. Thank you,Kevin

Good Afternoon, The leadership team in the Poughkeepsie area reached out to the customer to discuss this further. We offered the customer a full refund on the mattress and scheduled a time to pick this up. If the customer has any other questions, please feel free to reach
out. Thank you!

Good Morning - After reviewing this complaint and customer's account, I found that our Leadership had reached out to Mr*** and settled the home damage claim on 12/16/Thank you, T.F*

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,
*** *** ***
They offer me a credit but there isn't any mattress at around the same price that I paid for the defective oneThey want me to get a more expensive mattress way over my budget!!! At this point I would like my money back and try to get a mattress somewhere else!!!

Revdex.com:
As you can see, the respondent has left no contact information for himself personallyThis is the typical response I have been receiving for the past few months (which has gotten me absolutely nowhere)As you can imagine, until I see a clear indication of what R&M is willing to offer me to rectify the situation I cannot accept.
Regards,
*** ***

Hello, We do apologize for any miscommunications, the damages must be reported within to days of noticing themWe do usually book out about one to two weeks with our technicians, however this has no bearing on the decision to deny the claim as disclosed in our Platinum Protection brochure, that is given at the time of purchase We do apologize for the frustrations and can offer a refund for the Platinum Protection PlanThank you

Hello We have reached out to the customer a few times to discuss and have left voicemails on the phone number provided to contact us but with no response back Thank you

HelloWe have spoke with the customers and was informed issue has been resolvedWe did offer service, which the customers have refusedWE also offered a $gift card and the customer have accepted. Thank you

Hello,Well we are sorry to hear that the customer is having these issues we are confident that the pieces were delivered clean and sanitaryWe are unable to send anyone out as we are not qualified professionals when taking care of possible infestation issuesWe would again urge the customer to contact a trained professional and possibly seek help from any business management.At this point the most we can offer is a refund of the customer platinum plan (64.95$) as it doesn't cover any issues with bugs.Thank you,Kevin

Revdex.com:
We have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us. The delivery was received on 10/4. Thank you for your assistance.
Regards,
*** *** and *** ***

Our Leadership has reviewed customer's complaint and we have reached out to him and offered a partial refund of the cost of his Platinum Protection Plan fee to bridge the pricing gap between the credit we issued earlier and the current pricing on the new merchandiseThis was offered to customer
4/8/2016, and he accepted. Thank you, T.F*

Hello, I was unable to find a current/recent account for this customerI emailed the customer requesting additional informationThank you,

Good Afternoon - This customer purchased a leather living room set in 2008. The Manufacturer's Warranty expired in October 2009. We received the first phone call for service in May 2013, which we did at no fee, even though warranty was expired. Customer called for service
again in August We provided service at a fee, as customer was Out of Warranty. She called for service again in September because she was unhappy with the repair in AugustCustomer called again for serviceWhen we asked for photos, she insisted we send a technician out to take them, which we did on 3/18/16. Customer is Out of Warranty and we cannot repair the damage. Customer was offered $gift card, but declined offer. This is what we can offer at this timeThank you, T.F*

Hello. We have reviewed this complaint and have contacted the appropriate leadershipWe will be reaching out to the customer to see if we can come up with a resolutionWe will be reaching out to the customer to discuss her concerns. Thank you