Upon inspecting the pictures that the customer submitted, we found that the issues reported were perceptual and in natureThey were not the result of manufacturing flaws in the product itselfThis is why the customer's initial claim was denied
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,
*** ***
Clearly, there was some oversight with regards to the promotionWe have discussed with the promotional office and they will send the promotion to the customer within the next few weeks
The company would charge the customer in order to send out a delivery driver to pick up the merchandise, yesThis is not unfair given the fact that the customer did not inspect the merchandise upon pick up
The manufacturing warranty only covers merchandise for up to one year after the purchase has been madeThis purchase was made in August Therefore, this has fallen outside of the manufacturing warranty
[To assist us
in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was actually at the store on 06/11/(SUPER SATURDAY), I picked out a set of living room furniture, and was told by the store manager that I had the $2,credit as stipulated from this correspondence, but after carefully looking at my previous receipt, I realized that what I paid earlier on was $2,438.00, why am I been credited $2,300.00? Previous payment made to the paid living room set should be the same credit awardedAnother thing, I went to the store on Saturday, as it was Marlo's SUPER SATURDAY PROMOTION, which according to the flyer, there was an ongoing all day free delivery on items over $1,I was told by the store manager again that, there is an existing note on my credit file by marlo's customer service repthat stipulates that I would have to pay for the delivery with any other monies over my awarded credit, but I tried to explain to the store manager, that this would have applied if there wasn't any ongoing free delivery promotion, but since Marlo's customer Service dept was closed on the weekend, he advised that there was no way to verify the comments from the file and to be on the save side, I was to pay for the delivery and request adjustment on that basishence reason why an bring this notice to whom it may concernPLEASE MAKE CREDIT ADJUSTMENT.I would like for both of these issues to be addressed as soon as possible.Thanks.Tony.Regards,
*** ***
We have contacted the customer and scheduled a service technician to inspect the merchandiseFrom there, we will proceed to address and resolve the customer's concernsWe appreciate the customer's patience through this process
While breakage is typically *not* covered as a manufacturing defect, we will exchange this chair for a new one as a courtesyIn order to initiate the exchange, the customer must bring the damaged chair to the Regency Furniture warehouse in Brandywine, MD located at *** *** **We will have
a new one for the customer to take backWe hope this satisfies the current situation
But we've looked into the furnitureThe customer is having issues with particularities we don't consider to be manufacturing defectsIf this persists, the customer is welcome to contact either services@***furniture.biz or appeal to the board of directors atBoard of Directors: Lee Anne A*** *** ***Brandywine, MD ***
We apologize for the inconvenience of the merchandise not coming in within the customer's expected time of arrivalThe furniture was ordered the day the customer made their purchaseIf the furniture has not arrived within weeks after the initial purchasing date, the customer can opt for a free
partial delivery or a full refund
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: No, the delivery crew asked about the back door and I informed them it was not an option because I knew that door was too small. Again, when I took the measurements on the show room floor, the salesperson should have know to add inches to the couch measurements since the delivery personnel is not allowed to take items out of the packaging if necessaryI was very cleared about the size of the doorway in question, and would have know it would not have fit with the additional inches from the packaging or the salesman should have advised me that this was a possible outcome and that delivery staff is not allowed to do soThe sales people should be more knowledgeable.*** ***
Regards,
*** ***
While we understand the customer's concerns completely, we have consistently tried our absolute best to satisfy the customerNot only have we sent multiple technicians, ordered parts and attempted to service, but we did so even after technicians determined some of the claims were not manufacturing
defectsConsequently, the last of the technician visits came back with the conclusion that the issues were not manufacturing defectsIf there are more manufacturing defects, we will certainly repair/replace when possible (the customer's one year manufacturing warranty does not expire until September 2017)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am
rejecting this response because:
I cannot accept or reject this response yet. They are sending a technician to look at the furniture on the 8th of september. They have not come yet so I do not know what the outcome will be or if I will be satisfied. Please keep my case open
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as
Answered]
Complaint: ***
I am rejecting this response because:this is a generic response you are giving to everyoneHow come a piece of furniture will start making noise if it was made with solid woodHow can a cushion be deformed in such little timeI don't accept your response and you need to do something about it
Regards,
*** *** ***
The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandiseThe customer has now refused this exchange despite it being their initial requestWe will cancel the merchandise, and we will not charge any cancellation/restocking feesHowever, we will charge as payment for the delivery team that has to go out and pick up the merchandiseIf the customer does not wish to pay this pifee, they can also return the merchandise to the warehouse in Brandywine, MD
Upon inspecting the pictures that the customer submitted, we found that the issues reported were perceptual and in natureThey were not the result of manufacturing flaws in the product itselfThis is why the customer's initial claim was denied
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,
*** ***
Clearly, there was some oversight with regards to the promotionWe have discussed with the promotional office and they will send the promotion to the customer within the next few weeks
The company would charge the customer in order to send out a delivery driver to pick up the merchandise, yesThis is not unfair given the fact that the customer did not inspect the merchandise upon pick up
The manufacturing warranty only covers merchandise for up to one year after the purchase has been madeThis purchase was made in August Therefore, this has fallen outside of the manufacturing warranty
[To assist us
in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was actually at the store on 06/11/(SUPER SATURDAY), I picked out a set of living room furniture, and was told by the store manager that I had the $2,credit as stipulated from this correspondence, but after carefully looking at my previous receipt, I realized that what I paid earlier on was $2,438.00, why am I been credited $2,300.00? Previous payment made to the paid living room set should be the same credit awardedAnother thing, I went to the store on Saturday, as it was Marlo's SUPER SATURDAY PROMOTION, which according to the flyer, there was an ongoing all day free delivery on items over $1,I was told by the store manager again that, there is an existing note on my credit file by marlo's customer service repthat stipulates that I would have to pay for the delivery with any other monies over my awarded credit, but I tried to explain to the store manager, that this would have applied if there wasn't any ongoing free delivery promotion, but since Marlo's customer Service dept was closed on the weekend, he advised that there was no way to verify the comments from the file and to be on the save side, I was to pay for the delivery and request adjustment on that basishence reason why an bring this notice to whom it may concernPLEASE MAKE CREDIT ADJUSTMENT.I would like for both of these issues to be addressed as soon as possible.Thanks.Tony.Regards,
*** ***
We have contacted the customer and scheduled a service technician to inspect the merchandiseFrom there, we will proceed to address and resolve the customer's concernsWe appreciate the customer's patience through this process
While breakage is typically *not* covered as a manufacturing defect, we will exchange this chair for a new one as a courtesyIn order to initiate the exchange, the customer must bring the damaged chair to the Regency Furniture warehouse in Brandywine, MD located at *** *** **We will have
a new one for the customer to take backWe hope this satisfies the current situation
If possible, can the customer please send us pictures of the damage to ***?
But we've looked into the furnitureThe customer is having issues with particularities we don't consider to be manufacturing defectsIf this persists, the customer is welcome to contact either services@***furniture.biz or appeal to the board of directors atBoard of Directors: Lee Anne A*** *** ***Brandywine, MD ***
We apologize for the inconvenienceWe have contacted the customer to schedule an exchange of the damaged piece
Our statement is the same as before
The customer has been scheduled to receive a delivery for August 30,
The remaining item has finally arrived and the customer is now scheduled or a delivery of the final piece on Saturday, April 2,
We apologize for the inconvenience of the merchandise not coming in within the customer's expected time of arrivalThe furniture was ordered the day the customer made their purchaseIf the furniture has not arrived within weeks after the initial purchasing date, the customer can opt for a free
partial delivery or a full refund
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: No, the delivery crew asked about the back door and I informed them it was not an option because I knew that door was too small. Again, when I took the measurements on the show room floor, the salesperson should have know to add inches to the couch measurements since the delivery personnel is not allowed to take items out of the packaging if necessaryI was very cleared about the size of the doorway in question, and would have know it would not have fit with the additional inches from the packaging or the salesman should have advised me that this was a possible outcome and that delivery staff is not allowed to do soThe sales people should be more knowledgeable.*** ***
Regards,
*** ***
While we understand the customer's concerns completely, we have consistently tried our absolute best to satisfy the customerNot only have we sent multiple technicians, ordered parts and attempted to service, but we did so even after technicians determined some of the claims were not manufacturing
defectsConsequently, the last of the technician visits came back with the conclusion that the issues were not manufacturing defectsIf there are more manufacturing defects, we will certainly repair/replace when possible (the customer's one year manufacturing warranty does not expire until September 2017)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am
rejecting this response because:
I cannot accept or reject this response yet. They are sending a technician to look at the furniture on the 8th of september. They have not come yet so I do not know what the outcome will be or if I will be satisfied. Please keep my case open
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as
Answered]
Complaint: ***
I am rejecting this response because:this is a generic response you are giving to everyoneHow come a piece of furniture will start making noise if it was made with solid woodHow can a cushion be deformed in such little timeI don't accept your response and you need to do something about it
Regards,
*** *** ***
The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandiseThe customer has now refused this exchange despite it being their initial requestWe will cancel the merchandise, and we will not charge any cancellation/restocking feesHowever, we will charge as payment for the delivery team that has to go out and pick up the merchandiseIf the customer does not wish to pay this pifee, they can also return the merchandise to the warehouse in Brandywine, MD