Raymour & Flanigan

Good Afternoon - I have reached out to our Leadership and asked them to review and address customer's complaint. Thank you, T.F[redacted]

Hello,We are truly sorry for the inconvenience, I've checked out records and the refund has been processed in full as off the 1st[redacted]UL-2016 MV  R   P  ...

1257.07               It was sent back to a MasterCard visa. Should the customer ever wish to give us another chance at their business we'd like to extend a 200$ g/c. Thank you,[redacted]

Good Afternoon -  I have reached out to leadership to address the customer's complaint.  Thank you.  T.F[redacted]

Hello, This customer is working with regional leadership for assistance and resolution.   Thanks,

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.
I have never spoke to this man.  I spoke to a woman named Amy from Raymour Platinum Protection and she negotiated the resolution.  She resolved the problem by replacing all of the defected furniture and mailing me a bottle of upholstery spray for the seats of the chairs.  However, I am keeping the 5 year platinum protection plan that I paid for!  She told me to call her personal line at ###-###-#### if I have any more issues with the table in the future.  In fact, she told me to tape a paper to the bottom of the table so I won't forget to call her directly.  I do not like third parties stepping in and mixing up what the resolution was.
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.  I have agreed to a home repair, but will not be satisfied until I am sure chair is as good as new.
Regards,
[redacted]

Hello,Per our credit leadership team, This customer is not signed up for paperless billing, a statement is mailed out each month. Live account status is not available on our in house accounts online regardless. The $25 late charge will be removed as a courtesy. The balance on contract  1 is...

$765.29 and will be $740.29 after the removal of the $25 late charge. Additionally contract 1 will be brought up to current status. Contract 2 has a balance of $514.28 and no late fees have been assessed. The last 4 payments made on contract 1, which accounts for the time the account has been delinquent are:2/10/16  $504/2/16    $505/3/16    $1007/5/16    $100 The last 4 payments on contract #2:5/10/16  $1006/10/16  $1007/10/16  $1008/10/16  $100 Each payment made on contract #2 has been $100 and made regularly on the 10th of each month since the accounts inception in June of 2015 with payments starting in August 2015. Thank you,

Good Afternoon, Our local management team in New Jersey has sent the refund via Fed Ex[redacted] Should you have any questions or concerns, please let us know. Thank You.

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.I have emailed and called to speak with Brassie and have yet to get a response. Every time I call they tell me all they can do it refund the difference of the protection plan. What piece are they going to replace? How do they plan on doing that if they do not service Jacksonville FL? I only purchased this sleep sofa because of the details the representative told me. There are multiple things wrong with the sofa and this is the 2nd time I'm asking for service on the sofa. Again, I wouldn't have purchased the sofa if I couldn't have it serviced when need be. if they can not service the sleeper anymore then I would like a refund and they can take the sleeper back. I am highly dissatisfied with the product and now with the company. I expected more from such a known retailer. 
Regards,
[redacted]

Hello,We are showing that the Giftcard was mailed on the 1st, we ask that the customer please allow 4-7 business days to receive. Thank you!Kevin

Hello.  I have forwarded the customer's information to the appropriate members of management.  They are working on a resolution for this customer.  Thank you.  Tracy

Our Leadership has reviewed customer's complaint.  We have offered this customer full credit to replace her mattress and box spring.  Thank you, T. F[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.    As already stated I spent the amount offered for the promotion to receive the no interest for one year. I was told by one of their representatives I did not have to do anything to have it added on that it was added to my order. This was not the case and after I called I was told they fixed it. I was not given a courtesy. They fixed their error for never applying what was advertised all over their site. Upon viewing it was not even the right promotion. I called back for a month playing phone tag and noone will fix this situation. They had no problem advertising all over their site to spend over 1200 to get this deal and after spending it I was not given it. That is false advertisement and it is illegal.
Regards,
[redacted]

Hello,Per notes in consumers account, we have reached out to her on both numbers 8/8/16. It looks like the leadership team in the area will be offering a reselection.Thanks,

Hello. We have reviewed the photos that our technician took at the time of service and have deemed the damages to be accumulative. As it states in our Platinum Protection brochure, "What this plan does not cover: Furniture that has been mishandled, neglected, or abused." We are not able to offer anything further. Thank you

Good Afternoon, Our local management team in the New Jersey area has left a message with the customer to call us back.  We have worked with our service technicians and determined that the tearing of the leather is not something that can be repaired (bonded) again, but that we could touch...

it up to make it look better.  Should you have any questions or concerns, please let us know.Thank You!

Hello, Please provide further information.  The phone number that appeared on the order would help.  We are only able to locate an order from 2011, and a service from 2013. Thank you,

Good Afternoon, Our local management team has reviewed the request and we are going to credit the customer's TD Bank account and correct the credit reporting. We have made contact with the customer to advise them of this resolution. If you have any questions or concerns, please let us...

know. Thank You!

Hello,Per our leadership team, This is a customer that we took a thorough approach on to ensure we enhanced the customer shopping experience. We brought down the product way in advance before the customers departure date to ensure everything was white gloved inspected...

 by us and the customer. In addition, the customer came into our showroom twice to inspect every piece, and each time the customer was satisfied. The day the third party delivery service arrived to pick up the merchandise, they also inspected each piece before loading the product on their truck, to ensure there was no damages. The third party service signed, and also acknowledged that the product was in perfect condition, before taking off with the product. Store manager spoke to the customer personally and advised them that we are not liable for any damaged product once the product leaves with another carrier or on transport. The customer advised, that the third party delivery service will pay close to nothing for their damages, so that's why they were calling us to make a complaint. We advised the customer that he needs to direct his concern, and insurance coverage for damaged goods with the third party company that is liable for damaged merchandised on transport to AL. There was no verbal agreement with our associate to the customer that the merchandise would be fully protected. In addition, the customer advised us to take all of the merchandise out of the original  manufacture packaging so they can inspect every piece, and for us to assemble. Once the merchandise is assembled, there is no way that we could even place it back in the original packaging, which clearly the customer understood. Each piece was thoroughly shrink wrapped at the customers request.Thank you,

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.