Raymour & Flanigan

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me? Although they never informed me of their ? decision to replace the itemsI want to thank you for your help I don't think they would have replace the items without your help
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.? Regards, [redacted]

Our Leadership has reached out to this customer and offered to exchange both the Sofa and Loveseat she purchasedWe will be delivering the new items to her home on Thursday, June 9, Thank you, T.F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution
is satisfactory to me.?
Regards,
[redacted] YES,? Raymour? ? and? Flanigan? ? ? contacted? me? the? next? day.? ? They? are? exchanging? the? ? sofas.I am? ? very? happy? with? the? resolution.? [redacted] ? ? ? cell? ? ###-###-####?

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer Ireviewed appear below. I was never contacted again after raymour and flanigan inspected my furniture. He spent 8 minutes to take pics and did not take any pics that I asked him of more damages that was on the furniture when I received it. I have more pics if later you request I will send it. If you have a way for someone else to inspect this furniture I will allow them to check it out. I have contacted the media myself concerning this matter.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does...

not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's possible that the complaint is dealing with the corporate offices in Liverpool, NY.  The address there is 7230 Morgan Road, P.O. Box 220, Liverpool, NY 13088.The phone number on the account is ###-###-#### and the cr is [redacted].  The account is under [redacted] & [redacted].  I have attached the invoice to this email.
Regards,
[redacted]Accounting Associate/Executive Assistant[redacted]Rochester, NY 14604###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am awaiting for Raymour and the manufacturer to inform me of their replacement plan.  Until then please keep this case active.
Regards,
[redacted]

The Manager of our Waterbury Store worked with Ms. [redacted] and she did go back to the store and reselected a different set of living room furniture. We delivered the new items on 12/2/2015. Thank you, T. F[redacted]

Leadership has been working with this customer, and we have a technician scheduled to go to her home to inspect the merchandise on 6/4/2016, to determine if there is a "quality" issue.? Once we receive the technician's report, we will reach out to the customer.? Thank you, TF[redacted]

Leadership has been working with this customer, and we have a technician scheduled to go to her home to inspect the merchandise on 6/4/2016, to determine if there is a "quality" issue.  Once we receive the technician's report, we will reach out to the customer.  Thank you, T. F[redacted]

Hello,We apologize about the issues you are having with your pieces and the delay in responseIt looks like an email response was sent 5/20/explaining the photos were reviewed but the damage was no covered/repairableAt this time we would be happy to offer the customer a full refund of the
platinum warrant, which totals If you are still having issues with the springs that may still be covered under the manufacturing warranty and we'd be happy to set up service for those issues.? Thank you,[redacted]

Hello,We've reviewed the photos and due to the extent of the damages we would be unable to coverThere is also multiple areas of scratch marks and excessive staining on top of the frame and footrest damageIt is stated in the platinum warranty that any damage must be notated within business days
of occurring and it looks like there has been excessive customer caused damage that has occurred over timeWe can certainly offer a full refund of the customers warranty for 349.95$.Thank you,

Hello,This customer spoke with a supervisor on 9/4/That supervisor explained why this claim was denied, Customer was not satisfiedMrwas offered a refund of the platinum protection plan that was purchasedA total of? $Mragreed to accept refund of the plan.Thank you,?

Hello,Our leadership team has been in contact with the consumer. We are having one of our contractors go out and repair the property damage done. Customer should be expecting a call from that contractor "Stan" today, or Tuesday at the latest. Account is notated.thanks,

Our Leadership has reviewed this customer's complaintWe are in the process of sending out a $gift card and we will be looking into other options for a more satisfactory resolutionWe will be contacting the customer shortlyThank you, TF[redacted]

Good afternoon,Our local management team has spoken with the customer in regards to their mattress. Due to the mattress being up to manufacturer standards, we have offered the customer the following options...a reselection (credit from mattress to chose a new mattress but at a 40% usage fee since...

mattress has been in home for 7 months), as well as to have a different tech to come out to the home to inspect the mattress, but both options were declined by the customer.Thank you.

Hello. We have offered to remove the redelivery fee for the customer. The customer has accepted this offer. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.?
Regards,
[redacted]

Good afternoon,Our local management team from the Queens Service Center area reached out to the customer to discuss this situation further.? We have offered the customer an exchange on the bed set.? If you have any additional questions about this, please let us know.? Thank you!