Raymour & Flanigan

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***

Good afternoon,Our local management team from the Suffern area reached out to speak with TD Bank about the customer's situation. TD Bank has agreed to remove all of the accrued interest and late fees on the customer's account. TD Bank also agreed to remove the account from the Credit Bureau. 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.It took months of being passed around from person to person before our wall damaged was repairedBesides furniture had a tear so they needed to repair the furniture As for the size (length) of the furniture being sold to us, we can not believe that such huge furniture store has no surveillance camerasSo we question that answer? They need to compensate for the size difference of $for resolve this matter
Regards,
*** ***

Hello,Looking into customers account, it appears that we were replacing items as of 8/4/We have created a replacement in the system, consumer should call us to schedule a date of delivery.###-###-####confirmation ticket # ***thanks,

Leadership has reviewed this customer's complaintWe have been out to this customer's home on separate occasions, addressing her concerns each timeWe replaced her living room set once, in June 2016, and currently have an open, undated exchange in our system for another replacementWe have also offered to exchange the damaged items OR give credit in our store to purchase new items OR accept service with compensationWe feel we have made a good faith effort to resolve this customer's complaintOur recent phone calls and voicemail messages to her have gone unansweredThank you, T.F*

We have reached out to this customer to advise him that we have ordered new legs for all three pieces of the living room set. The legs will be all the same color. We had to order the legs from our Vendor. They have advised us they are shipping the legs to us 5/3/and we should receive them approximately to business days later. Once they arrive and have been inspected, we will contact the customer to schedule a technician to go out to his home to replace/tighten all the legs on all of the living room furnitureThank you, T.F*

Good evening,Looking forward, since the customer has been in contact with TD Bank and have informed our customer that the refund can take up to business days, please let us know if there is anything else on the Raymour and Flanigan side that we can assist with towards resolution.Thank you!

Hello, We have sent both a paid in full letter on 9/and a substitute statement showing a zero balance on 9/to the customer I have attached letterhead showing paid in full, hopefully this will suffice Thanks,

HelloWe have tried reaching out to the customer on both phone numbers provided, to discussWe have left voicemails for her to call us backWe have not been able to make contact yet 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.It took months of being passed around from person to person before our wall damaged was repairedBesides furniture had a tear so they needed to repair the furniture As for the size (length) of the furniture being sold to us, we can not believe that such huge furniture store has no surveillance camerasSo we question that answer? They need to compensate for the size difference of $for resolve this matter
Regards,
*** ***

After reviewing this customer's account, I have found that, per our technician's report - the customer has extensive/accumulative damage to the furniture. Our Platinum Protection Plan paperwork clearly states the customer must contact the Platinum Protection department within to days
after noticing any damage. Customer has had merchandise in her home for over year and called for the first time for service approximately months after delivery. We have refunded her the full purchase price of the cost of the Platinum Protection Plan; however, due to monies still being owed on the financed portion, the amount of the refund - $- was sent to *** ***, to be deducted from the balance dueThank you, TF*

Good evening,Our Store Manager Mike G*** was able to speak to our customer in regards to the the concern with the accountAfter speaking with our customer Mike was able to assist the customer with explaining the math of how it would work out for the customer and by the end of the call the customer
stated that he was all setPlease let us know if anything else is needed.Thank you!

Hello,We were unable to meet the customers pricing needs and have voided the sale and proceed a refund for any amount paid. Thank you,Kevin

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,
*** *** PS - You guys are amazing! Thank you for your supportI hope all split-queen boxspring sellers can achieve clarity in their sales by notating on receipts that + = in order to eliminate this problem for consumersKeep up the good work!!!

Good evening,In regards to the customer's concerns, the value of $will applied to TD Bank as this is who the customer is credited withThis should be reflective on the customer's next statement.Thank you!

HelloWe spoke with the customer and offered to allow her to retroactively purchase the comfort guarantee(by purchasing a mattress protector)This sis something that can only be done at the time of purchaseThe customer has accepted our offer, which will allow her to choose another
mattress. Thank you

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

Hello, We replaced this customer’s living room set once back in We are happy to continue to uphold the manufacturer’s warrantyWe also have cushions on order to address the current concernWe will also be happy to take a look at the spring system once the cushions come inAccount has
been notated. 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,
*** ***

Hello, We have reached out to the customer. We will be sending and Expert Furniture Technician to assist with repairs & inspectionThank you