Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ Good day Sorry for the late response as the [redacted] just got back from holidays on Jan 7th, The issue involved in this case relates to furniture delivered to the customer's home on November 6, 2015.The store was sent an email on December 15, asking for service related to a "tear" discovered in the leather sofa Item #of the Invoice clearly reads that "It is the purchaser's sole responsibility to inspect merchandise properly at the time of pior delivery prior to signing of merchandise" Accordingly, the Vendor is unable to accept responsibility for this issueAfter delivery and acceptance by the customer of the items, the Vendor is responsible only for the standard manufacturer's Warranty, which does not cover damages such as a tear This Store has a long history of providing exceptional customer service and we strive, where possible, to work with customers when problems arise Taking into account the legalities of the issue is one thing; but surely the Vendor should not be held responsible, given that the furniture was held in the care of the customer for a period of approximately five weeks, before the Store was notified Having carefully reviewed the problem and circumstances, we can only offer the technical assistance which has already been conveyed to the customer Management Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate you taking the time to respond I did read the point #after I received the response that nothing would be done regarding the tearI did not read this before, which I guess, is my own fault as the consumerI just really wish that someone would have pointed this out to me so I was aware beforehandWhen two strange men are in your house delivering a sofa, and in a rush for you to sign papers and get out, and you have to be back to work ASAP, you don't have the time to fully inspect the item being delivered appropriatelyI guess it is true that buyers better be aware It was approximately weeks after we purchased the sofa that I contacted the store, as that is when we discovered the tear, which was communicated to the store staff in person and via emailThe side with the damage was against a wall in my Living room (and had been since delivery), and was not noticedIt was only when the Living room furniture was shifted to make room for Christmas that this side of the sofa was ever viewedThe deliver staff did not place the sofa in a way for me to inspect all sides before putting the sofa in my living roomI am not sure how a complete inspection is to be done in these situations I understand that there is nothing that you will do for me regarding this, however there are a few points I would like to make so that customers in the future are not disappointed with your service as I was #Please point out and have your customers initial point #- that the furniture must be inspected at time of deliver and anything noted after the fact will not be covered #Please make your delivery times more convenient to your customers so that they aren't leaving work with a limited amount of time, and therefore rushing and are not closely inspecting the product as they should #Your delivery personnel should place items so that all sides can be viewed and inspected before the items are put in to placeWithout doing this it is impossible to detect damages in areas that are hidden when the furniture is brought into the houseThis is what happened in my case as the couch was against the wall once delivered, so I did not see the damage, even though I did inspect the furniture #In the future, show some compassion for your costumers, they have spent a considerable amount of money at your establishment, and deserve respectPerhaps even taking the time to view the damage in person would be appreciatedIf you came to see the small damage you would determine that it may be a manufacturer's defect or you would be able to clearly see it and apologize that there is nothing you could doI didn't so much as receive a phone call Thank you again for your time
Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ Good day Sorry for the late response as the [redacted] just got back from holidays on Jan 7th, The issue involved in this case relates to furniture delivered to the customer's home on November 6, 2015.The store was sent an email on December 15, asking for service related to a "tear" discovered in the leather sofa Item #of the Invoice clearly reads that "It is the purchaser's sole responsibility to inspect merchandise properly at the time of pior delivery prior to signing of merchandise" Accordingly, the Vendor is unable to accept responsibility for this issueAfter delivery and acceptance by the customer of the items, the Vendor is responsible only for the standard manufacturer's Warranty, which does not cover damages such as a tear This Store has a long history of providing exceptional customer service and we strive, where possible, to work with customers when problems arise Taking into account the legalities of the issue is one thing; but surely the Vendor should not be held responsible, given that the furniture was held in the care of the customer for a period of approximately five weeks, before the Store was notified Having carefully reviewed the problem and circumstances, we can only offer the technical assistance which has already been conveyed to the customer Management Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate you taking the time to respond I did read the point #after I received the response that nothing would be done regarding the tearI did not read this before, which I guess, is my own fault as the consumerI just really wish that someone would have pointed this out to me so I was aware beforehandWhen two strange men are in your house delivering a sofa, and in a rush for you to sign papers and get out, and you have to be back to work ASAP, you don't have the time to fully inspect the item being delivered appropriatelyI guess it is true that buyers better be aware It was approximately weeks after we purchased the sofa that I contacted the store, as that is when we discovered the tear, which was communicated to the store staff in person and via emailThe side with the damage was against a wall in my Living room (and had been since delivery), and was not noticedIt was only when the Living room furniture was shifted to make room for Christmas that this side of the sofa was ever viewedThe deliver staff did not place the sofa in a way for me to inspect all sides before putting the sofa in my living roomI am not sure how a complete inspection is to be done in these situations I understand that there is nothing that you will do for me regarding this, however there are a few points I would like to make so that customers in the future are not disappointed with your service as I was #Please point out and have your customers initial point #- that the furniture must be inspected at time of deliver and anything noted after the fact will not be covered #Please make your delivery times more convenient to your customers so that they aren't leaving work with a limited amount of time, and therefore rushing and are not closely inspecting the product as they should #Your delivery personnel should place items so that all sides can be viewed and inspected before the items are put in to placeWithout doing this it is impossible to detect damages in areas that are hidden when the furniture is brought into the houseThis is what happened in my case as the couch was against the wall once delivered, so I did not see the damage, even though I did inspect the furniture #In the future, show some compassion for your costumers, they have spent a considerable amount of money at your establishment, and deserve respectPerhaps even taking the time to view the damage in person would be appreciatedIf you came to see the small damage you would determine that it may be a manufacturer's defect or you would be able to clearly see it and apologize that there is nothing you could doI didn't so much as receive a phone call Thank you again for your time