Raymour & Flanigan

After reviewing this customer’s account, I found that we have exchanged the sofa 1 time since her original purchase, due to the color fading.  With her most recent service appointment, it was noted by the service technician that due to pet damage on the sofa, the item has no warranty. ...

Customer was offered another service to correct the issues, but she refused.  At this time, we can offer her $100 gift card in good faith; however, we cannot offer her a refund, and she has refused all other options provider her.

Leadership has reached out to this customer and offered to allow them to return the merchandise that was delivered on 4/9/16. Customer has been given store credit and has advised us he will visit his local showroom in 2 weeks to make the reselection.  We have waived the restocking fee for the...

customer, but he has agreed to pay new delivery charge. 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.  For your reference, details of the offer I reviewed appear below.We like to get $ 600 for gift card or the same amount of the money to be replace the both sofa. Regards,
[redacted]

Good morning,In regards to the customer's concern, our local management has been in contact with Mr. [redacted] and offered a reselection (a credit in the showroom for the price of the original furniture to use towards the sale of new furniture). Mr. [redacted] was informed that he would need to contact...

the local show room to schedule an appointment with a show room manager. Mr. [redacted] was happy with this resolution. Thank you!

Hello,We have issued a credit refund of the customers platinum plan total ($381.01) Since the customer is financed with TD Bank, the refund will go revert to the finance company as a credit on her bill. We have also placed a part order for the complete back cushion with the Velcro from the manufacture. It will arrive 4-6 weeks and directly to the customers home in Florida.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.
Regards,
[redacted]
I did not go too the store please ask them to send a copy of my driver license and signature I called the store soon as I found out the store let my x wife open the account  the store has not send information proving I have as in the store

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]

Hello, This mattress was inspected by an Expert Furniture Technician who states the mattress is up to manufacturer's standards.  This is not something that qualifies under the platinum protection plan (as that is an accidental damage plan for mattressess).  If the customer would like to...

have us inspect the mattress again in the future we would be happy to do so.  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 received a 17% discount on the furniture during a labor day sale and negotiations since I was paying in full.  I would like this same percentage discount to be applied on my next purchase. 
Regards,
[redacted]

Hello,Per the store manager I believe we are set with this customer now. We gave this customer a full refund. The product was picked up on 8.26Thanks,

Hello. We have set up another service for a technician to come out to do an inspection. Once we received the technician's report, we will be in contact with the customer to see what we can offer. Thank you

Hello,Per the stores leadership, Customer purchased 10,687.13 with a balance remaining of 118.14 for the computer desk and the nightstand. The money from the bed that was returned was applied to the new order of the desk and nightstand. As per Raymour rules if a customer spends over 10,000 in cash...

they must automatically fill out a form for IRS purposes if paid in cash

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.
Regards,
[redacted]
They called me to tell me that I had an appointment for June 18th from 10-12pm. Yesterday June 18th, my daughter called to find out what happened that the tech didn't arrived during time frame,. Their response was that they don't give time frames from 10-12pm but from 10-4pm. We told them that we're waiting for them to come. However, they schedule an appointment for July 1st and that they will call to let us know the time, but we have no clue of what time will they come. This is unacceptable, I'm being given the run around again when I also have things to do, I can't waste my whole day waiting for them if they're not going to come when I also have things to do as well.

This customer is all taken care of. Mattress was replaced.Thanks,

Hello,Per our leaders We made several attempts to reach out to the customer and she yet has taken the time to return our calls. With the delay of the special order we saved the customer $100 off of her order, also provided her free delivery , and a $100 GC which the customer declined. One of...

our leaders personally followed-up with the customer on August 4th, August 6th, and today (notes in comments) to offer her another $100-$150 off her order  to compensate with any inconvenience. Reviewing the product that she purchased on our floor, reviewing the pictures from our drive team, and feedback from our operations team, this is clearly a customer perception situation. We have did everything in our power to ensure that we enhanced the customer shopping experience, but based on our last conversation she is looking for a 30%-50% off compensation in which we cannot provide.thank you,

Good evening,After reviewing the customer's concern in regards to their sofa, we have provided the customer with a reselection. This means that the customer will be receiving a full credit of the sofa in the show room to use to purchase new furniture. If there are any additional questions or...

concerns in regards to the sofa or reselection please let us know.Thank you!

Hello,Per the notes in consumers account, the platinum protection plan was credited back to "Wells Fargo" the financing company the customer went through. $246.05 was the refund for platinum, sent over on 8/1/16Thank 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 spoke to them and they are not willing to replace the couch. had the couch for under a year and they will not help
Regards,
[redacted]

Our leadership is in the process of reviewing customer's complaint and will contact soon with a resolution.  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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Raymour has not contacted me about the furniture. When I called Raymour today the lady told me she does not know who deals with Revdex.com claims. Raymours rep didn't know who she should transfer me over to help me with my claim. Told me I should call back in a couple days and then someone could help me if I don't hear anything back from them. The rep could see there was a Revdex.com complaint, but couldn't tell me anything about it. I'm waiting for their response. At this time nothing is settled