Sadler's Home Furnishings

Complaint: [redacted]I am rejecting this response because: This business is refusing to provide or agree to a reasonable settlement.
Undisputed facts:
A mattress was purchased for $2499.99 and returned under a warranty claim.
A credit was established for the customer to recieve a new mattress due to the returned mattress or it's equivalent not being available.
The business cancelled/zeroed out the credit without any warning or knowledge of the customer before or after the fact.
The customer was not made aware at anytime that there was any time limit on the credits usage.
Disputed facts:
Customer was told and believes that Sadlers/Furniture Enterprises recieved a credit from [redacted]/[redacted] [redacted] for the returned mattress after the company recieved the retured mattress.
The "credit" was a "store credit" to be used for a new mattress of equal or lesser value and that the balance may be used for other furniture items if the new mattress was of lesser value.
The customer was told on multiple occasions by Sadler's representatives that the "credit" would be there to be used whenever the customer was ready to use it.
Current situation:
Sadler's is refusing to reinstate the original credit.
 
Sadler's states that they never recieved a credit from [redacted]/[redacted] [redacted] and that any mattress replacement now would be "out of pocket" for them. IF this is the case then why are they not willing to allow a replacement of of equal value?? They are only allowing a [redacted] mattress of lesser value even though they say it is out of pocket for them now and not related to the warranty any longer. They are willing to allow me to recieve a less expensive mattress (all the [redacted] they carry) and be out the balance of the $2499.99, but not to allow the balance of the original price of the purchase to be fullfilled. In this case they recieved $2499.99 of my money and I would recieve a mattress of lesser value and no further reimbursement, not to mention that their retail price is far above their actual cost and would be beneficial to them anyway.
Further more they want the issue resolved by Sapt. 30th and yet have taken the maximum amount of time to respond to the complaint(s).
Sincerely,[redacted]

[redacted]  purchased a [redacted] Perspective mattress for $2,499 and a another “stow-away” mattress for $700 in December 2011. In August 2013 she called in a warranty claim on the [redacted] mattress, and requested an exchange on the Stow-away.  The manufacturer approved the warranty...

exchange on the [redacted], and the Stow-away.   Our regular practice is to take the new mattress out at the same time we pick up the old – but in this case the same [redacted] mattress was no longer available, so [redacted] would have to select a new mattress.  As of the date we picked up the original mattresses she had not selected a  mattress  to replace the [redacted] – so we exchanged the Stow-away only. By bringing back the [redacted] without delivering its replacement – it created a credit for [redacted]. To be clear – this is a warranty exchange with the manufacturer – this was never a store credit to be used as she wished. In September 2013 the customer informed us that she would be leaving state for an extended period and would come in and select the replacement mattress after her return. As of August 2015, [redacted] still had not selected her exchange.  Complying with IRS regulations that credit balances carried for 2 years must be claimed as revenue – we had to “write off” the credit balance in 2015. In June/July 2016 (almost 3 years after she returned the bed to be exchanged) she stopped in and asked about the “credit” – she was informed that it had been written off and that she would have to contact Dave.  When Dave discussed the situation with her over the phone she explained that she had not lived in Fairbanks for some time and that due to illness she had no need of a mattress now. This is not good for either her, or our company. At most she is due an exchange mattress.  We are certain that the manufacturer will NOT reimburse us for the cost of this exchange due to the length of time – solely caused by [redacted].  So this means that anything my company does is solely out of our pocket and we are not at fault in any way. But I can kind of understand it from her point of view.   So our offer to her is that she can reselect a [redacted] mattress not to exceed the value of the one exchanges on or before September 30, 2016, OR we will send her a check for $500 in lieu  of the exchange.   Please let us know what she would like to do.

[redacted] had a mattress warranty issue and Sadler's advocated on her behalf with [redacted] Mattress manufacturer.  They approved a warranty claim.  The claim is to replace the mattress with another [redacted] product.
[redacted] is right on many points.  I don't think anyone on our staff would have told her about the two year time limit - but I cannot recall any other customer , ever, with a mattress warranty issue that was to be replaced - just as in this case - not being exchanged in a very small time window.  Normally we bring out the replacement when we pick up the defective mattress.  People need a bed to sleep on.
The Internal Revenue Service demands that you write off non-refundable credits after two years - and that is what we did. 
[redacted] did NOT credit us for the mattress because the credit is for the cost of the replacement - not the original mattress. So [redacted] would have had to selected her replacement mattress for us to get compensated by the manufacturer, which she did not.  And it is doubtful that more than 2 years later that [redacted] will give us any credit at this time.
 
[redacted] asked for cash in lieu of credit.  She said she does not need a bed.  The manufacturer's warranty entitles the customer to an exchange, not a refund.
 
I understand her frustration in some ways, but I think re-authorizing the exchange of the mattress until the end of September 2016 fully makes her claim whole.  I will still keep the offer of $500.00 in lieu of an exchange.  Either way, it is totally out of our pockets, the manufacturer will not compensate us for either.

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. Sincerely, [redacted]

Spoke with Mrs. [redacted] on Oct 31st explained to her that we gave her a store credit of $950.00. This store credit will expire on Oct 31st of 2017.  Mrs. [redacted] agreed to the store credit.

The individual you have been sending the notices to (Dave C[redacted]) has been traveling and unable to respond. 
 
Upon reviewing the complaint, there is too little information for me to locate the customers account in order to make a response,  if they could please provide the name on...

the account, or the sales invoice number, I will be happy to look into the matter.  But I cannot find a [redacted] in our customer database so I am unable to go any further on this matter.
 
I can be reached directly at [redacted]@furnitureak.com, or by phone 907-264-5203.
 
Thank you,
Jolene A[redacted]
Comptroller

Complaint: [redacted]I am rejecting this response because: 
This is a rebuttle to the response recieved from Sadler's Home Furnishings regarding my initial complaint against them regarding a store credit.
 
There are errors and misrepresentations stated in the response from Sadler's some of which I will not address in order to address the more relevant ones.
 
First this was indeed a "store credit". This is how it was referred to by Sadler's staff each time I interacted with them regarding it, to include the initial return of the original mattress when there was no exact or similar/suitable replacement for it. Due to powers beyond my control related to a chronic health issue I was not going to be able to wait and select another mattress within the near future and so the "credit" was established. At that time I was told that the credit would be there for me on account until I returned and was able to use it. There was NO limitation of time expressed nor a restriction placed or verbalized as to what I could purchase. The understanding of course was that I needed a mattress given that it is what I had originally purchased. Multiple times since the credit was established I went into one of their stores and spoke to a representative(s) regarding the credit. Each time I spoke to someone I was told the same thing. "Yep the "credit" is here when ever you are ready to use it". The last time that this exchange  occured was late July, early August 2015, apparently just before according to them that it was zeroed out without any dialogue or attempt to contact me and inform me it had any expiration let alone that it was fast approaching.
 
As for the their offerred resolution to this complaint I find it unacceptable and unfair. The "credit" was for $2499.99 and a check for $500 in leau of that is not only unacceptable, but offensive. They have already recieved their reimbursement from [redacted] or other sources. A replacement mattress of equal or lesser value is completely fair and acceptable and what I desired initially, however if there is any unused balance of the $2499.99 it should either be refunded to me or placed back onto a store credit to be used within an acceptable time frame. I have shopped mattresses in their store and have found one that I would accept along with a refund or store credit in the form of a gift certificate to avoid future isssues for the remaining balance. There are no other [redacted] mattresses available at that price point.
 
When I spoke with the company owner in July I explained my situation regarding my health and the delay in being able to use the credit and that it had been zeroed out. I was told by him that he would look into it and get back to me. After over a month of waiting for a response and trying to recontact him regarding the credit I received no response from him or any other company representative and felt it neccesary to contact the Revdex.com for assistance in resolving the issue. Sincerely,[redacted]