Riley Funeral Home, Incorporated

Hi, we have been in touch with Ms [redacted] and resolved her complaint. We are delivering a new sofa for free as soon as it comes in. Thanks!

I'm sorry you're not happy with the protection plan, it is not an insurance policy, but a protection plan that covers against all accidents. They do require you to tell them how it happened, and they will fix it if you tell them ANY reason on why it happened.  They said they gave you 24 hours to "think up" how it may have happened. Please try to come up with a possible reason it could have happened and they would cover it.  All this was noted in the protection plan agreement emailed/mailed to you and is available from them as well if you need another copy. As a one-time courtesy to resolve the problem, we can offer you 25% off a replacement living room suite.

[redacted]  [redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[yes I am aware they gave me 24 hours to ask how it happened. However I had already asked my kids if they knew how it happened. They didn't. So your saying you want me lie about how it happened so they will cover it. They will cover the splits and the spot on the middle cushion. However they won't cover the peeling of the leather or the cracks that are there. So I am still left with those issues. 25% discount won't get me a new couch.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[On the Receipt, which is given to a person AFTER they have handed over money. I should have been told before hand, not after. An All sales are final sign is not a clear sign that layaways cannot be canceled and you can't get your payment back. I would understand that if I had brought an item home and wanted to return it. I can't believe that a company that has been in business for 71 years is so desperate to make money that you can't return my $400 and would instead have me come in and buy a random piece of furniture or a lamp or whatever you have for $400 that would not match anything else I own. A true business that puts customers first and is doing well, would not argue with me for weeks over giving my money back when I was clearly not told layaways cannot be canceled. I respectfully ask you to please just return my money. I have not gone and bought furniture elsewhere. I am still sitting on a couch that the fabric on the cushions has completely come apart. I am not in the position to buy furniture at this point due to the medical emergency stated in the beginning which has left me with thousands in medical bills. One never knows what situation will come up in life. Which is why, had I known I could not cancel the layaway... I would have never started it. Surely you can see the fault of your employees not being upfront with me and understand that this one time you can put your Policy aside and return my money.  Thank you.]
Regards,
[redacted]

First of all, we are sorry to hear that there has been any issue with the sofa that was purchased.. After the customer contacted us near the end of February, we gave her the name and contact info for the service technician. A service technician did go to the home. upon inspection, the service...

technician determined the cause of the breakdown was due to how the furniture was being sat upon. He showed the customer what was causing the issue. He offered to order additional fill for the sofa and we agreed to have this done by the same technician at no cost to the customer even though this was not a manufacturer defect. The fill was ordered and customer contacted after it was received.  An email was also sent to the customer prior to this complaint be filed on 4/6 at 12:15pm outlining the service report from the first service visit stating the cause etc.We had also spoken to the customer the same day prior to the email being sent. We are still willing to have the technician perform the additional service at no cost to the customer. All the customer needs to do is contact the service technician to set up a time for him to install.  Thank you!!

We have resolved these complaints with Ms [redacted].  We scheduled a pickup & refund on her chairs, as her original ones are still backordered and she does not want them any longer.  We are normal Kentuckians just like the [redacted] family, we would never take advantage of anyone due to...

their age, it is unfortunate that the manufacturers we order from do not ship as timely as we all would like.  They are humans too and things run behind and get stuck in customs or trucks breakdown.  We do our best to stay on top of these delays and let the customers know. We apologize for the delay again and look forward to serving Ms [redacted] better in the future....with something in stock next time :-)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 This business continues with it's deception. Store manager[redacted]) was told several times NOT to contact Mr. [redacted] for any reason due to previous argument. This request was not honored and it was ignored!!! Mr. [redacted] contacted the Customer service and requested that the owner of Winner furniture contact him to discuss the behavior and professionalism of store Manager's actions. Mr. [redacted] was told someone would be contacting him, as of this date, no update or return call from owner. This business not not provided professional  oversight for it's managers or their behavior. Manager is able to act in a manner that  "outrageous" and unprofessional and not be held accountable for their actions and conduct. Manager told other employees a fabricated LIE concerning the incident that occurred between him and Mr. [redacted]. Employee related fabricated story to Mr. [redacted], which was not the truth in order to cover himself from blame.   
Store manager [redacted]) to Mr. [redacted] to his face that the bed was his and would not be fixed. Therefore, Mr. [redacted] told manager to cancel service tech because he was filing a lawsuit and store Manager encouraged Mr. [redacted] to do so and said he would call and cancel service tech. Mr. [redacted] making sure that tech was cancelled, confirmed with tech that he did not want tech to come out due to incident with store manager. Although tech came out after speaking with Mr. [redacted], bed could not be fixed and Mr. [redacted] was indeed sent another bed which was wrong style and brand and much CHEAPER than cost of original bed. Mr. [redacted] called about different price difference of 108.00 and was connected to Store manager at [redacted] Highway location to get information. Store manager said employee who priced bed was wrong in their quote and if wanted another bed, had to pay an additional 97.00 for another bed. The actions of previous store manager and the deception of this company is unethical. Company will say anything to try and get customer out of the way. Owner of store never called and Mr. [redacted] doesn't expect him too. Store managers have no one to answer to and customers who experiences such behavior from manager will only have their complaints tossed to the side and IGNORED. Mr. [redacted] has vowed NEVER to step foot in any WINNER location, refer friends or family to any winner stores due to unprofessional actions of manager. Winner store managers lacks ACCOUNTABILITY!!!!

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted] They have not addressed the idea that I am requesting some of my money back or some sort of compensation for THEIR NUMEROUSE mistakes.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
This is the same resolution I was offered one year ago by Customer Service. If this replacement bridge is in, I would like to know why nobody contacted me to set this up???

We have responded privately to this customer's concerns. We offered to inspect his bed sooner after calling the manufacturer's service tech ourselves and explaining his urgency. Customer said he does not want any more assistance. Our customer service department exists solely to help customers with...

any issues and help facilitate manufacturer warranty, but we need to see pictures or inspect in person before being able to take the next step in repair or replacement. More than happy to take care of everyone, but please understand we can't switch someone's furniture out to something totally different without seeing the damaged pieces first. The manufacturer's warranty requires that the service tech inspect first and see if it can be repaired. Please call our customer service department with any other issues.  Store manager is more than willing to apologize. Thank you.

We have since spoken to the [redacted]'s since this response came through, we have an exchange scheduled for Friday with them on the chest.  We are not happy either with the manufacturer for sending us a damaged chest twice in a row. This one will be thoroughly inspected before leaving the warehouse. We are also attempting to obtain a credit from the manufacturer for the old chest so they can keep it for free, or a steep discount, for the troubles.

We are very sorry for the problems [redacted] is having with his sofa.  Even though this situation is not covered under the manufacturer's warranty, we are willing to offer a replacement sofa. Mr Johnson can receive the same sofa or a different sofa. We would recommend a fabric sofa or...

top-grain leather.  If it's more than his original purchase price, please pay the difference only and we will get it swapped out.  Thanks

Hi there, we researched this protection plan.  We found that it was indeed already switched to a leather protection plan and is fully in place.  However the protection plan company advised us that this customer's problem is not covered under the plan, which is peeling of the leather....

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received a call the day after I filed this complaint and then again the next day. This was only to let me know that my only option was to use this $400 as in store credit. I no longer wish to do business with this company due to them not being upfront with me about not being able to get my money back if unable to finish the layaway and due to the many complaints I have read regarding their customer service after purchasing furniture from them. I have read many complaints about them not delivering, delivering wrong items, broken items or the items breaking soon after. Again, I was not told upfront that I could not cancel the layaway and this is not good policy on the store's part. Like I said before, I was told that the two men who initially helped me with this layaway are no longer working here due to the fact that they did not explain their policy to people when talking them into layaway. I graciously just ask that you please return my money. Thank you. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are very sorry about the complications the [redacted]'s have had with their order.  As of this time we have resolved all issues except their chest. Unfortunately the manufacturer has sent it to us damaged, a replacement one is on order.  We hate that we have no control over when merchandise...

arrives to us, we do not manufacture it, and they give us best estimates of when it will arrive, but it is never guaranteed. We pass along the information we receive from the manufacturers, but can not control the merchandise until it arrives on our warehouse docks.  We hope the [redacted]'s will forgive us and give us another chance someday, we will offer an extended discount.  We have also replaced our warehouse and delivery team with an experienced 3rd party logistics company which will drastically improve deliveries for all customers. We are not happy until all of our customers are happy, it is our #1 goal.

We're very sorry about the mixup on the recliner model number.   The new one has been ordered, but [redacted] makes all items custom to order, so it always takes 6-8 weeks to receive, since it is custom made for you.  If we had this exact item in stock we would of course deliver it out...

right away.  I tracked it and it does show it will be delivered to our warehouse approximately 8/3, once it hits our docks we will call immediately and schedule a delivery appointment. In the mean time, if you'd like to select a different recliner that we have in stock, we can switch the order and get it out to you right away. Please let anyone else at customer service or the store if you'd like to switch to a different recliner in stock. We truly appreciate your business and regret the mixup on the model #.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On are about 1 March 2017 the furniture was delivered to my home of resident.  At the time of delivery we notice that the love seat had a damage on the left arm as you are looking at it.  At that time I Willie Heard brought it the attention of the Winner Furniture Movers that the furniture was damage.  The workers took photos of the damaged furniture and also contacted Winner Furniture HQs in Louisville.  The representative from the HQs told me that someone from Fast Furniture Repair will contact me within a week.  After not hearing from Fast Furniture, my wife Alicia went to Winner Furniture in Radcliff, and complained about the horrible service that we were receiving. That's when she (my wife) was told that Fast Furniture do not contact their customers, that we need to contact them and set up an appointment and my wife was given a phone number to Fast Furniture at that time.  Once we received the number to Fast Furniture I called to set up an appointment date.  They set the appointment date for 1 May 2017, and they NEVER showed up.  So my wife called that night and left a message on voicemail and I was contacted the very next day.  Another appointment was scheduled and the representative actually showed up and decided that the furniture was damaged unrepairable, and a new part needed to be ordered.  The representative contacted Winner Furniture in Louisville  and told them that a new part need to be ordered.  I ask the representative how long would it take for the part to arrive and he said about two weeks and that was approximately a month and  half ago.  My wife went back to the store and inquired about the replacement product, (after not being remembered or about the service that was rendered) and she (my wife) was told that the product was ordered and would be mailed to our place of residence and we would have to contact the store for someone to come and replace the damage part.  At no given time was service refused by myself or my wife.  We would just like for our product that we paid for in good faith to be delivered to us as promised in good faith as a HONORABLE business should.  At the time of purchase we had no problem paying for the furniture in cash as required by Winner Furniture, and now they (Winner Furniture) is having MAJOR ISSUES delivering and withstanding to the Honorable side of what RIGHT look like.  Making up imaginary stories to appease you or me will not get my money back or my furniture replaced.

We are very sorry for the problems you're having with the furniture.  The manufacturer provides a one-year warranty on the fabric against defects. It is past that warranty period from the manufacturer.  The [redacted] Protection plan is for 5 years and covers accidents/stains/tears/rips. We...

are reaching out to [redacted] to see why they are not covering some of this. We will do the best we can to try to make the customer happy, even though this is out of the warranty period.