Schewel Furniture Company, Inc.

We had went to the Schewels Furniture Company in Salem Va. looking for a new mattress. We were met by a very nice sales rep. that was happy to show me mattresses. While looking she also showed me some bases. She showed me one that vibrated, the head raised, feet/knees raised and it had a night light. I was not interested in such a base but she told me I could get this floor model for a very low price. The deal was so good we said yes, even the lady at the office commented that this was a very good deal. Then they said it would take a week and a half to deliver so we agreed and left with paperwork noting that we were buying the floor model "as is". On the day of delivery my husband was home and met the delivery man. As they brought the base up he noted it was in a new box and we were suppose to get the floor model. The delivery man handed him the remote and that is when he noted it only had an up and down feature. He told the delivery people to stop because this was not the base we had purchased. The delivery person called the office and we were told we could only get the base we had purchased for an additional $700.00. per the store manager. My husband said no and did not accept delivery. We then questioned how many times this one floor model base had been sold and switched with a much cheaper model. Even if we had accepted the delivery and then realized it was wrong, Schewels would have charged us to come back and pick it up per their contract.

This was absolutely a bait and switch situation. Many people would have just taken the new cheaper model rather that pay to send it back. Beware of doing business with them. As a side note we immediately went to another store and got what we wanted, delivered the next day.

Buyer beware, I did try to call Mr. Schewel and he did not return my call.

I bought a rocker recliner on 5/18/2016 I love it but when I recline now it creeps back down so that you are not fully reclined. I purchased the warranty and when I called. I was asked was my chair manual or motorized. When I stated manual I pull a lever I was told it was not covered only motorized. No where does it state that in my contract. I will certainly not buy again from them and I will also tell my friends. [email protected]

Review: I purchased a new mattress and a camo sofa on 3/14/16 and paid it off on 4/11/16 not sure why but I had to pay interest when I paid it off in less then 30 days. That's the first complaint. The major complaint is they delivered the couch and mattress on March 28, 2016. They set it all up I sat down on the couch and it seemed to sit sideways on both ends even when you put the recliner out. It was a defect when it was brought in the door. I called the store early June and they gave me a number to call. I called the number and they sent out an individual on June 27, 2016 to look to see what the issues were. The frame is bent on both sides and several other things was wrong. He took pictures and sent it in to the store in [redacted] and told me it would be a couple of weeks before I would hear from them. I told him to note I did not want it fixed or another one I want my money back. Today is 7/18/2016 and I have heard nothing from the store or anyone. I hope you don't do business like this all the time you would think that someone would have called by now and its been 3 weeks.Desired Settlement: I want a full refund of the purchase price along with taxes, interest I paid and delivery I paid of $40.00, along with an apology. I am very dissapointed with the way you conduct business. I am not happy at all.

Business

Response:

In regards to Ms. [redacted]’s first complaint, an account reflects interest for the term of the installment agreement contract. When a customer pays off early, the computer rebates all remaining unearned interest. Ms. [redacted] did paid interest accordingly. Although the customer didn't purchase on a no interest contract and the account was paid off within 30 days of the purchase, we will refund the difference in the amount paid and the cash price. Ms. [redacted] must contact the [redacted] store directly for further assistance.While we do regret any inconvenience or frustration this experience has caused, our store manager is following the company’s guidelines by having a third party repair company, Furniture House Calls, go out to her home and repair the sofa recliner. During their inspection, it was determined the left and right mechanism arms are bent causing the mechanism frame to bend (report attached). Once it was determined what necessary part(s) were needed, our store manager placed the order. Unfortunately, it does take several weeks for parts to come in since they are shipped overseas, but our store manager has contacted the manufacturer rep and as soon as the part(s) come in, Furniture House Calls will repair the sofa. Thank you,[redacted]Receptionist/Administrative AssistantSchewel Furniture Company###-###-####

Consumer

Response:

I have reviewed the response offer 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.

When the guy came to check the couch, I told him then, I did not want it fixed. The frame was bent also and the cushions were messed up. That's what I seen and the guy told me. He told me the office in [redacted], VA would call me and discuss the issue. No one ever called to talk to me. I do not want it fixed or another couch. I want my money back. It should have never been delivered to me in that shape and just fixing it is not acceptable. I spent a lot of money in that store to get a defective merchandise and state it can be fixed the wood is even breaking it will not hold up for several years at this rate. I want my money back.

Regards,

Business

Response:

While we do apologize Ms. [redacted] did not get a response back from the [redacted] store in a timely manner; however, it is Schewel’s policy that we have to repair the furniture before moving a step forward. If we’re not able to repair her sofa recliner, then we can replace it. In order to move forward with the repair, Ms. [redacted] must contact our store manager to reschedule a date to have Furniture House Calls go out to her home.Thank you,[redacted]Receptionist/Administrative AssistantSchewel Furniture Company###-###-####

Consumer

Response:

I have reviewed the response offer 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 do not want it repaired I want a full refund of my purchase price plus tax. This couch should have never been delivered to me in this shape in the first place, it should have been inspected before delivery. These issues will happen again and again considering it happened the first time. Stand by your product and refund my money.

Regards,

Had to replace defective 3000k couches after 4 years, they were peeling. bought new set, 2 months later, the arms are breaking off, now refusing to take back unless I pay them on the loan, told them to get couches, ill pay on new couches, now threatening me with court, for 3 couches, funny thing is THEY still have the chair, . All I ever told them was, to come get broken couches, rewrite the loan for good couches, they wont and now tell me if I tell them to come get them, they will say its a voluntary repo, and they will try to charge me the depreciated value, of the broken couches, after they try to sell THE BROKEN couches. Tbey came and looked at them, agreed there defective, but still want me to pay them before they will replace with working couches. And now trying to sue me, for warrenty covered 4 month old new broken couched.

Review: On 7/14/2012, I purchased a bonded leather set that was advertised as being highly durable. This was not true. I had the company pick up a recliner and restuff it approx. 6 months after purchase. I started seeing the "leather" peel back soon after and thought it was due to the restuffing process. I contacted the store manager and he allowed me to exchange it for a much cheaper chair stating that the manufacture would not take it back because they considered it normal wear. I soon started noticing the same problem with the other recliner that I purchased with the original group. I was disgusted with the appearance and sent an email to the corporate office prior to May 4, 2016. I did not receive a response so I mailed a letter to the corporate office on May 4. I still did not receive a reply so I followed up with another email. Still no response. I made a copy of my May 4 letter, and wrote in Big Red letters that this was the 2nd request. I am not sure of the exact date that I mailed it but on July 20, 2016, the store manager called me and said I could get a refund if I returned the chair. I explained to him that since I did not get a reply, I purchased two new REAL leather chairs and had the old one hauled off. He had the corporate office call me and they told me the same thing. I purchased their so called "Premier 5 Year Stain service plan" at the time of my original purchase. I feel that their response is very unfair and that I should be able to receive a refund for the defective chair. The only reason I had it hauled off is because I did not think they would respond and I do not have storage space for a chair that I cannot use. I live in a very small townhouse. Anything you can do to help in this matter will be greatly appreciated.Desired Settlement: Since I had problems with both chairs, I would like a refund on only one. The store manager did let me exchange the first one for a much cheaper chair. I am keeping the sofa because it is never sat on due to the fact that my husband and I both prefer the recliners. It is still in pretty good shape, although, I am starting to see the "leather" peel away at the seams. I had a very difficult time finding recliners that would match it but finally found two real leather Laziboy recliners.

Business

Response:

Ms. [redacted] contacted us on May 4th, 2016 via our website in regards to her recliner peeling. We contacted our store manager to arrange an exchange of the recliner since she did purchase warranty. Although Ms. [redacted] stated she had sent us multiple letters and emails, we have not heard from Ms. [redacted] until we received a letter on July 11th, 2016. Our store manager reached out to Ms. [redacted] to arrange a refund for her inconvenience and that is when we found out she no longer has the chair. Unfortunately, we cannot provide a refund without having the chair in our possession. While we regret any inconvenience or frustration this may have caused Ms. [redacted], we are more than happy to exchange the sofa that is starting to peel as it is stated in her complaint. Ms. [redacted] must contact our [redacted] store manager to make arrangements if she chooses to exchange her sofa. If she does not find resolution within 30 days in regards to the sofa, she may contact us at the Corporate office. Thank you,[redacted]Receptionist/Administrative AssistantSchewel Furniture Company###-###-####

Consumer

Response:

I have reviewed the response offer 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,

Review: My husband and myself purchased a new washing machine on Thursday May 5, 2016. Called the store to report that the washer was not working properly on Friday May 6, 2016. We both spoke with the manager and was told they would have to send a repair man out to service a new machine that they delivered and set up. I asked why couldn't the washer be replaced since it was purchased the day before and was told this was their policy. I then contacted the corporate office to basically be told the same thing. I was told they would contact me at a later date after investigating this issue. My issue is why should I be punished for a product that is defective. All I am requesting is to have my washer replaced with a new one because I have to pay close to $900.00 for this purchase. This seems very unfair and poor business.Desired Settlement: I am requesting that this company replace my defective merchandise with a new product that works properly.

Business

Response:

Dear Revdex.com, Thank you for notifying us of your complaint. We strive to provide with the best possible service, and when it fails to meet their expectations, it is important for us to know. The customer called our [redacted] store to report their washer wasn’t working a day after they have purchased it. The washer was a customer pick-up; however, we had a licensed technician go out to their home to inspect it if it’s due to a mechanical issue. It was determined by the technician that it was installed improperly by the customer and the technician was able to install it correctly. We hope it exceeds our customer’s expectations. While we do regret any inconvenience or frustration that their experience has caused them, we have considered this matter resolved.

Consumer

Response:

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,

Review: I purchased a mattress there a couple of months ago. Within a week it was sagging. They replaced it a week later with a different model of my choosing which also began to sag within a week. I was informed I needed a better frame to see if it would remedy the problem which they would sell me for another $100.00. They arrived another week later with the frame only to agree it made no difference. They arrived another week later with a box spring that was torn and the wrong mattress. Now they are happy for me to come in and choose another one which I can get in January. Sadly after researching I find all of Schewels mattresses are made by name just for them so I can find no customer reviews. I suspect they carry an inferior product to start with. The mattress I chose is less expensive than what I have paid but I paid with cash so I has no recourse as they refuse to give me a refund from the start. they even refused to give me a store credit that I might use toward something else.Desired Settlement: Ideally I would receive a refund for an inferior product but at least a store credit as I can't sleep on this product.

Business

Response:

Ms. [redacted] I just spoke to [redacted], the Danville store manager, and she said there was another exchange proceeded on January 16,2014. I feel this complaint is resolved.

Thanks,

[redacted]

Consumer

Response:

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,

Review: Purchased Several Items, CatNapper Reclining Sofa and 2 Recliners, 2 sets of mattress and box springs, and a glass top stove. These items were delivered in December. Not Sofa, it was month earlier, but should be under warranty. Recliners..all handles are plastic and have broken....these have now been replaced after months of calls. One box spring was delivered with a hole in it, which delivers said not to do anything they would have it reordered and redeliver. Have called and called, and in February went to store told them I was not making another payment until something was done. I have not made payments, now they want to take me to court and charge late fees. And still I have the box spring with a hole in it. They finally in May came out and took a picture of the tag and said they needed "to make sure I didn't change out the box spring and just want a free one". Then I called in December to tell them about Stove having an air bubble under the glass right on an eye and I was concerned that the heating element could become messed up there because it was like the ceramic didn't seal to the glass. Told them about this in February also. Now in May, they act like I never called, and once again took a picture. I have tried calling and the guy that takes care of this [redacted] is avoiding my calls. It's been a week and I haven't heard anything. I feel like I have been treated like a criminal, a nobody. I have since made a payment to avoid going to court. But am VERY VERY unhappy with all this. I feel like they owe me something, a discount or something for having to go through all this. I just purchased stuff from them and I paid my bill for three months and they did nothing. On the mattress I have paid that bill every month, have not missed a payment and still I have problems. The consumer should not have to go through everything they have done. No One should and I am letting everyone I can know how I have been treated and asking that they do not go to this business.Desired Settlement: I feel that they owe me something for them treating me the way I have been treated. First replace the two items, and then also a discount for going through all this mess. I didn't do anything to deserve to have to pay for faulty merchandise and have it for over 6 months and them do nothing and then turn around and act like I might be a criminal. They want to charge me late fees, what kind of fee for refusing to pay because they won't fix....what about my fee, don't I get to charge anything for all my time in calling them and getting nowhere, calling from work to try to take care of this, having to take my time to be home and all they do is come take pictures, while claiming it's because they need to know I'm not a crook.....what in the world.....I do not deserve to be treated this way and I would like them to have to pay me something. Give me a credit to the account for my trouble.

Business

Response:

This is in reference to Complaint ID # [redacted]. The customer notes issues with a variety of merchandise.The customer purchased a reclining sofa and two recliners in January 2013. We provide a one year warranty against any manufacturer defect on furniture items. In May 2013, in response to a request from the customer, we inspected and found the reclining mechanism on the recliners to be bent. We replaced the reclining mechanism in both recliners within the month. Subsequently, additional complaints were made by the customer on the mechanism and frame. Due to the continuing issues and in an attempt to satisfy the customer both recliners were replaced in November 2013.We received an additional complaint concerning the handle on one of the replacement recliners on January 30, 2015. We attempted to contact this customer dozens of times to resolve the issue beginning in February. Unfortunately, it was not until after collection action was recently initiated that we received a response from the customer. Arrangements have since been made for payment and we have since replaced the handle at no cost to the customer on May 9, 2015.There has been some confusion concerning the box spring. The box spring was actually purchased in another customer's name for use by the customer making the complaint. Although there is no record of a hole in the box spring at time of delivery,we recently exchanged the box spring. Frankly, after careful inspection of the box spring by several people, we cannot find a hole in the box. There is a slight wear spot in a corner that you would expect to see on the product in normal use from it rubbing against a bed frame.When the handle to the recliner was replaced earlier in May, the range top was looked at. The individual at the home pointed out a surface scratch to the top. It was not apparent that any other issue exists nor does the picture of therange top indicate a bubble. We have made arrangements for an authorized appliance service company to evaluate the condition of the cook top. They will inspect the cooktop and make a determination if it is a warranty related issue.We try to address issues that are brought to our attention in a timely manner with the cooperation of the customer. We believe we have done so in this case.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response offer 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.

The problem with the recliners began when they were delivered to my house. One recliner was replaced after several months of calls to them. That one reclined whether or not you wanted to as soon as you set down. Months went by before it was replaced. I was told by a sales person at Schewells in [redacted] that my recliners should still be covered after telling her when I had purchased it and a second plastic handle had broken on the other recliner. (Plastic really.....for a chair that you will sit in and the handle will then have to pull the bottom of the chair out. The problem with the mattresses was there when it was delivered, they are correct in that it could be from wear, however it was worn when received. So, if they say it was wear then would that mean someone had it before me, huh I thought that was illegal. I had 3 people there when it was delivered, my two daughters and one of their boyfriends. All of which gave me the same story that the both of the delivery guys said they knew about it when they brought it in and would order a new one and call to set a time to bring it out once it was received. The stove I told them had an air bubble in under the glass, this means to me that the ceramic is not attached to the glass. Therefore my question was is the heat getting delivered evenly like it should? They finally got me in touch with a company that came out and they are replacing the top. The scratch I told them about and told them I knew it had that but it did not have that when I first contacted them about it and that was not the reason I was concerned. As far as collections. YES they did make several calls for payments......my stuff was delivered in December ......in February I was upset and went to the store sat down with them and went over everything that was wrong. At that time I told the person to make note unless someone addressed my problems I would not pay. Well it's now June and finally after 4 months of no payments and threatening to take me to court I spoke with someone there, who I agreed to make payments if they started addressing my problems. I would also like it made known I was willing to go to court over this, because I told them that I didn't think a judge would make me pay for the poor quality items that had been delivered and the mess of customer service I was given. The only reason I did not go to court is because my husband didn't want me to go to court and get even more upset (since I have some serious health issues) and didn't want me to have to miss more work over them. In closing, my main problem is that companies can add late fees, add court fees, add all these fees when I am late but what about the service.....what about the customer. Do I not get anything for my time, in having make calls, take time to go in and sit down with them, being there many times having to get someone to take off from work, to miss their time or my time at work. I should not, neither should anyone have to go through all the ordeal to buy some furniture for your home. I think that I deserve some compensation for all that I have had to go through......or I will not go here again and I definitely will make it known to everyone I know not to go to Schewells as well. Neither I nor anyone else should have to go through this mess.

Regards,

Review: I purchased a brand new sofa from Schewels at the Bedford, Va location which was delivered 12/20/13. I noticed that the fabric on the right side of the sofa near the arm was coming undone, along with the back cushion. I made a complaint about it and a gentleman from the company came to look at it and ordered a new middle back cushion and fabric to reupholster the side/arm of the sofa. I didn't receive the back pillow until April when I had complained again. This time more fabric was coming undone on the sofa cushions and It had stains that wouldn't come out, even though I paid for the Lifetime Fabric Protection. I asked for the 1-800 number they said I would need to call but instead was told by [redacted] that they were just going to order all new cushions for my sofa, which I was find with. After talking to [redacted] about the stains that same day and how the deck is sagging, he got [redacted] to come out to my house again. He looked at all the spots where the sofa's fabric was coming undone, the stains, and where the deck was sagging. He said he would need to either tighten the fabric or put a whole new deck on it, then he made a joke about how when he was done fixing every it'd be like a whole new sofa. We talked for about an extra 15 minute about how this fabric snags so easily and it really isn't the type of sofa a person should have when they have kids because the fabric coming undone will just keep happening. After talking to him, we came to the conclusion that trying to get a credit would be the best solution because the problems would just keep recurring.

I went and spoke to [redacted] and he tried saying that they don't allow credit to people who have stains on the sofa, which then I reminded him that I came in here asking for the number to get the stains removed within the 14 days of the stains happening and HE was the one who ordered new cushions. So then he said that he would try to get the sofa credited back to my account. I would stop by whenever I was in town to check on the status and always got the same answer "oh, no, no one has called me back." or "They are talking, and then that person has to talk to someone else.." I got the worst runaround of my life. I finally asked him for a cooperate number and he said they don't have one and everything is dealt with at the store location. I googled the company and found the cooperate number. After explaining what had happened and the headache I've been dealing with for months, she said she had to call the Bedford Schewels and would call me back. I got a call back later that evening. She said they can't grant me the credit because the sofa company won't comply and something about will only refund have the credit. After talking to a lawyer, we agreed that didn't make any sense because I signed a contract with Schewels, not the company who made the sofa.

[redacted] did say that someone could fix my sofa in the home but I haven't heard anything else about that. He's been trying to get my sofa credited to my account since April, It is now end of JUNE and I had to call cooperate just to get an answer. I don't feel comfortable with them taking my sofa because back in 2011 they took my older sofa to get the arm of the sofa fixed and it was gone for almost a month. I have a four year old and that's all we have.Desired Settlement: After dealing with these issues since 12/20/12, I want the sofa credited back to my account and purchase something that won't fall apart at another Schewels location.

Consumer

Response:

I have reviewed the response offer 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've been complaining about my sofa since I received. Yes, I have a dog THAT STAYS OUTSIDE AND IS NOT ALLOWED IN THE HOUSE. I PAID for the warranty, regardless of stains I PAID to have my sofa fixed if something did occur! The service man, [redacted], NEVER said he would have it back the next day He said it could take up to TWO WEEKS. I NEVER asked for the Sofa Manufactures number, I ASKED for a COSTUMER LINE or COOPERATE number for Schewels (And yes I specifically said "SCHEWELS). The month of May was not the first time I spoke to [redacted] about my sofa. I've come in there a lot of time and complained, pretty much every time I paid my bill. I did NOT refuse the sofa cushions. I was told someone was going back to get them while I spoke to [redacted]. NO ONE ever came back with them or brought them to me in his office so I left. I NEVER asked [redacted] to order sofa cushions but I did thank him for trying. My Sofa is 100% fabric covered for free fabric cleaning and maintenance, along with a year warranty on everything else. [redacted] never told me that the sofa was not made for sleeping on (But I haven't met anyone who doesn't sleep on their sofa). I PAID for my sofa to be covered so NO [redacted] isn't doing anything from the goodness of his heart or to be responsible. I haven't been happy since day one and It took a call to the cooperate office just to hear something back about my credit on my sofa. I should not be help responsible and be stuck with a sofa that is falling apart because the manufacture of the sofa refuses to reimbursement the Schewels company. I don't appreciate [redacted]'s lying saying I was told stuff that I wasn't told or blaming my dog as an easy way out of the situation just because I had said I had dog. And for him to say he's been helping me out because he knows my Mother is a crock. My mom has only spoke to him a handful of times and I have been a valued customer probably longer than she has. I have never been late on a bill and have always paid off my items early. I have purchases , 2 sofas, washing machine, laptop, a T.V., and a T.v. Stand over the past 5 years or longer.

I also spoke with a Lawyer who said from what she can tell I am entitled to a full credit refund because I signed a contract with Schewels not the sofa manufacture. She said from what she can see, as a business lawyer, Schewels is trying to save themselves because they will be left with a used sofa while not getting reimbursed by the manufacture company. If I PAID for my warranty then I should have ever entitlement to be please with what I purchased.

Review: On June 21 2014 I signed a contract after verbally being told the rest of the living room set would take a week to come in which was the set of lamps and that they would contact me in a week to set up delivery. after close to two weeks my wife called there office to see why the furniture had not been delivered and was told because the lamps were on backorder which was crazy so she told them to bring the furniture since the lamps would be in in a few days so they did. When that was bought two tables were messed up and they left them here and we were told they would call us when new tables came in for us to pick up since those were damaged. I was mad about that because they were sent damaged so I called and said for them to deliver them and asked about the lamps since it was three weeks now and the lady was rude and said they would be in in a couple days and I said well my bill will be due soon and I signed contract stating I would start paying when I had complete set and as of now my set is incomplete and she told me that is not her problem nor is that how it works and I do not agree at all. I have been given the run around every week and now its been a month, my first payment is due, I still do not have my lamps, they have not called me like they said they would and myself and my wife has emailed the company 4 times within the past 2 weeks asking for some sort of help about this and or compensation of some sort off the first months bill and no one and I mean no one has responded to us at all. We are to point we feel they kiss your butt to make that sale but once they do they could care less and we are ready to return our incomplete set for full refund and take our business elsewhere because this is not how people should be treated. We are reaching out to you for help and hope you do. We have tried on our end but tell me how can we win against a company without help? We have done everything we can think of please help thank you in advance for your time.Desired Settlement: We would like compensation off the first months payment because we do not have the whole set and if by the second month we do not have the complete set we want the same. we don't want anything more but we feel after the way we have been treated it is only right because that price is for the complete set and yes we are only missing two lamps but those two lamps are almost 200 bucks so they are not cheap. I really hope you understand. If they don't do that we want to return items for full refund

Business

Response:

The lamps have been delivered. This complaint is resolved. No other further action will be taken.

Consumer

Response:

I have reviewed the response offer 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.

They are charging us late fees because they are saying we never tried to contact them ever about this situation and that is so untrue. I told them I am wanting to make the payment now if they would dock late fee charges since it took so long to get lamps and because no one would would return our calls or emails but they said they have no documentation of us ever contacting them but we have proof we have the emails.

Regards,

Would not recommend any one doing business with this company ,they do honor their written refund policy.

Review: I purchased a matress on or about March,2013 (still under warranty). I went into the store to make my payment and while I was there I filed a complaint on the mattress.It has flat spots and is very uncomfortable.I was told someone would be out on Saturday January 3,2015 to check it out. So on that day someone between 2-2:30 two guys came out and looked at the mattress.They told me that it was sunk it 2 inches and that was at the foot of the bed. They never bothered to check where you actually sleep.They did tell me that it was damaged and that Schewels would be contacting me. So as to be clear on what they were saying, I ask, so what happens now.I was told that it definately within the 2 inch span and that it would be replaced.In maybe an hour,I was contacted by there manager.I believe her name is [redacted]She told me that the report from the guys said it had sunk 1.5 inches and would not be replaced. When I tryed talking to her explaining what I was told,She became very rude and hung up on me. I immediately called back and again very rude she ask if I wanted to speak to one of the guys that came out. So I did and I was told that the guy who told me that was in training and should not have done so.He said, I was shaking my head the whole time cuz I knew he should not have said that. But they both left knowing full well that I was told it fell in line to be replaced and never said a word.This is not the first time that [redacted] has been down right rude to me but if they send two guys out to do a job then they should make sure theyre on the same page.This mattress has not held up and if they had bothered to check where people actually lay then there would have been no difference of opinion to start with.The guy who was suppose to be training the other guy in my opinion should have spoken up.But since he kept quite and left knowing I was told that it fell within the guidelines,and given the fact that it really is damaged,then I believe Schewels is totally responsible in replacing my mattress at no cost.Desired Settlement: I want my mattress replaced completely with no charges or delivery charges,including picking up the defected one.And if they dont have the same color and design as I have now,then I want the box springs also replaced at no charge. I will be contacting the upper management about how I have been treated and spoken to by this [redacted]

Business

Response:

Mrs. [redacted] did make a purchase on March 03 of 2013 of a queen size mattress. The mattress has a 10 year manufacture warranty. Her mattress did not fall within the guidelines of the manufacture warranty. I did send our guys to check the mattress and the report brought back to me did not indicate any defects. When I spoke with Mrs. [redacted] about this she became belligerent on the phone and began to cuss at me and at that point I told her I was hanging up and she could call back when she calmed down, and I hung up. When she called back we were able to talk about the situation and she explain it was just not comfortable anymore. I explain the warranty does not cover comfort because people change and their body change and sometimes the mattress just doesn't suit the changes in the body. I did tell her I could give the manufacture information and she could contact them if she felt we did not satisfy her. She didn't want their information. I do not feel we can help her since it is obviously a manufacture warranty and not a Schewel Furniture warranty.I have included the manufacture phone number in the event Mrs. [redacted] wants that.[redacted] Bedding[redacted]Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer 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,

FIRST OFF I WAS UPSET AT THERE DECISION NOT TO HONOR THE PURCHASE AGREEMENT, BUT ONLY BECAUSE WHEN THE GUYS THEY SENT OUT HERE HAD TOLD ME BEFORE THEY LEFT THAT IT DID FALL IN LINE WITH THERE GUIDELINES AND I WOULD RECIEVE A CALL TO GET MY MATTRESS REPLACED. IF THEY HAD TOLD ME THAT IT DID NOT MEET THE GUIDELINE THEN OBVIOUSLY I WOULD HAVE EXCEPTED THAT BECAUSE LIKE [redacted] POINTED OUT , IT DOES HAVE A TEN YEARS WARRANTY. THIS IS NOT THE FIRST TIME [redacted] HAS BELITTLED ME OVER A PURCHASE IN THAT STORE AND I HAVE SPENT THOUSANDS OF DOLLARS OVER THE LAST FEW YEARS FURNISHING TWO HOMES.I DO NOT FEEL THAT SHE CAN BE FAIR AND OPEN MINDED ABOUT THIS AND WISH TO TAKE IT OVER HER HEAD AS I SHOULD HAVE DONE THE LAST TIME SHE ACTED OUT TOWARDS ME. YES THIS MATTRESS IS NO LONGER COMFORTABLE AND I DO REALIZE PEOPLES BODIES CHANGE, BUT THIS PARTICULAR MATTRESS CLEARLY HAS NOT LIVED UP TO WHAT IT SHOULD HAVE AND I WANT IT REPLACED. IN THE FUTURE WHOEVER THEY SEND OUT SHOULD BE ON THE SAME PAGE AND KNOW WHAT THEYRE DOING BECAUSE I WAS CLEARLY TOLD IT WOULD BE REPLACED AND ONE OF THE GUYS EVEN TOLD ME THAT THE GUY WHO TOLD ME THAT WAS IN TRAINING AND SHOULD NOT HAVE TOLD ME SUCH. WELL HE NEVER SHOULD HAVE LEFT MY HOME AGREEING WITH AND KNOWING FULL WELL THAT I WAS UNDER THE IMPRESSION THAT IT WOULD BE REPLACED.. SINCERLY, [redacted]

Review: My husband and I were purchasing a [redacted] mattress set and over a few months it was replaced 3x due to it crushing and collapsing, upon the 3rd time the manager said simply to return it for a refund that the check was ready just return it. we have no truck so when my husbands friend a week or two later helped they loaded it into the truck on a blanket and drove the 6mins away we live just before getting there it lightly rained on them. Immediately the asst. manager [redacted]? said it is wet and voids the manufacturers warranty, when told to return it NOTHING was said about how, what way, or any consequences about the return, simply return it. We believed since it was damaged and not usable or re sellable we just needed to get it there as she said. now they have our check and our bed! we have nothing I called Mark Schewel left messages and he replied by phone message saying there was nothing he could do. I explained when we bought it I was disabled and had reciently had surgeries due to a near fatal car accident only months ago, now im in more pain and sleeping on a sofa and my husband sleeps in a chair, we are on assistance and needed that check to help get another bed at another store. please help us in the matter.

[redacted]Desired Settlement: to give us back our money and the amount held for the collection issue prior due to our 3x replacements cost and suffering from having no bed at all for a long period of time because the asst manager did not honor the manager offer to refund the money, if they had said to wrap and cover it or stated any stipulations we would have followed them.

Business

Response:

Thank you for the opportunity to respond to this Revdex.com complaint. Mr. and Mrs. [redacted] purchased a set of [redacted] queen bedding on October 14, 2013. Cash price of their entire purchase including box spring and mattress protector was $825.50. The purchase was made pursuant to an installment sale agreement and security agreement, with payments due monthly on the account. At a point when the customers were in default on their contract with Schewel, Schewel filed a warrant in detinue in the local general district court.

Schewel exchanged the mattress for the customers for the first time on January 31, 2014. On April 10, 2014, Schewel exchanged the mattress for the customers for the second time. After the second exchange, the customers requested a third exchange for a more expensive mattress without paying any additional cost. Schewel declined to do this. Because it had become clear that Schewel was not going to be able to satisfy these customers, Schewel agreed to take back the bedding and give them a refund of the money they had paid minus the court cost of the warrant in detinue.

A refund check was issued and the customers were notified that it was ready for them when they returned the bedding. Approximately three weeks later, the items were brought back during a rainstorm in the open back of a truck. The bedding was soaking wet and Schewel declined to accept it because allowing it to get soaked voided the manufacturer's warranty. After Schewel personnel informed the customers that the bedding would not be accepted, they declined to take it home and left it on Schewel's covered loading dock. This was on a Tuesday. Schewels was closed the next day (Wednesday). When the store opened on Thursday, the bedding had been removed.

Schewel's position is that common sense would dictate that bedding being returned for a refund to the retailer where it had been purchased would be protected from a rainstorm while being transported. After two exchanges and the return of the bedding in the condition described herein, Schewel is not in a position to make a refund to these customers.

Consumer

Response:

I have reviewed the response offer 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.

After careful review of the business response I would like to point out the following. I agree on the purchase date (10/14/2013) and the total amount ($825.50) at that time we paid a down payment as requested. we purchased a expensive mattress protector as requested. At one payment we were late and Schewels did do the small claims as expected and we did remedy the payment and continued to make payments as agreed, a late payment that was corrected and paid is irrevelant to this complaint, because when the Schewels employee that the store manager sent to my home for the third time to inspect the crushed / damaged and otherwise pristine, mattress pad protected and currently no/zero payments in arrears mattress set. We felt it would only be good customer service to possibly trade for a like or better product to possibly end this trail of replacements of a obviously poorly made mattress set, I used as a reference my mother whom purchased a set in a previous year and had a similar problem however at that time Schewels offered her a superior product to correct that situation thus her referral to us to buy at Schewels.

Now regarding the approximately 3 week wait to return the mattress set to Schewels is due to the fact my husband was working approximately 68 hours a week to support our family of 5 and to the fact I'm disabled from a near fatal car accident and we do not own a truck but a sedan, also note we did not leave home in a rainstorm! after leaving in sunshine to take the set on the 6 minute drive we got caught in light rain the last 100 yards the set was not soaked, and it was impossible to take it away because the friend who helped bring it had left, it was supposed to be a one way trip for the mattress set, hence we were ONLY told to return the mattress set for the refund check. there were NO instructions as to any efforts to be made to protect anything / common sense would expect the professional company to offer any cautions or stipulations when the refund offer was made,we made the purchase and we purchased and used the mattress protector AS ADVISED, we did place a large quilt under it to protect it from any truck bed dirt, we furthermore would feel it reasonable thet since the mattress was crushed and damaged the light wetness from a sprinkle that would dry quickly would be also irrelevant because the mattress was being returned anyway and is not re-sellable or usable in any way. Wetness was not the issue when the store offered the return check on the phone the refund check was offered prior to delivery for the crushed / damaged mattress their employee had inspected.

Regards,

Business

Response:

Schewel Furniture Co., Inc. ("Schewel") appreciates that Mrs. [redacted] is not going to be satisfied with any response that does not include the refund she claims she is entitled to. However, Schewel's position remains that the company has already provided customer service to this complainant that goes beyond what most establishments would provide. As noted in Schewel's initial response, complainant's bedding was exchanged twice at no charge prior to the decision being made to take back the product and provide a refund. Complainant was insistent that Schewel exchange the bedding for a more expensive set at no additional cost, which Schewel was and is not in a position to do. There may be some misunderstanding about what occurred with Claimaint's mother, but Schewel would not and did not make an exchange for a more expensive set without a price increase. Claimant and Schewel clearly disagree on the level of wetness of the returned bedding. However, Schewel's position remains that it was not in a condition wherein it could be returned to the manufacturer, and that it was Claimant's responsibility to prevent it being ruined until it was returned.

Review: On Feb.14 I went to schewels in [redacted] and purchased a mattress set a sofa and recliner. It all had to be ordered. The sales contract has delivery date Feb. 22. On march 13 it was finally delivered why it took a month I don't know . On march 14 I was sitting on new sofa and noticed the end was broken. I called Schewels that afternoon and was told someone would be out Tuesday march 17 to check it. they came on that Tuesday to check and said the manager would call me. my girlfriend kinda overheard the two men talking about someone at store knew about this promblem before delivery. I called Schewels on march 20 and was told manager was at lunch and would call me back. today is march 28 I have not heard from anyoneDesired Settlement: I expect a new UNBROKEN sofa and since the service has been none I would like two throw pillows of my choice to match my sofa, and since the manager has let to call me I want $500.00 removed from my bill

Business

Response:

I have reached out to this customer via phone and am waiting to hear back from him. Schewels Furniture is more than willing to do an even exchange on the sofa for this customer;we always stand behind the merchandise we sell and have done so for over 100 years. The delay in receiving this item was due to a backorder situation related to the manufacturer, which was beyond Schewels control. We value every single customer and look forward to resolving this issue quickly.

Schewels Furniture Company

Business

Response:

Mr. [redacted] furniture has been delivered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], The new sofa was delivered and seems to be unbroken ,it does appear to be smaller and the pull down tray is made different. I went to schewels and measured the sofa we looked at the store .It does measure smaller I think I got a different type sofa but can not prove it . It is a less expensive sofa I am thinking,but I am done with schewels I will never step foot in their store again.Thank you Lisa for all your help you can close this complaint.

Regards,

Review: I purchased a chair from the [redacted] store of Schewel Furniture Company. Chair broke the first time somebody sat on it. I’ve asked for a refund. Store refused request and insists on sending a repairman. Details of events:

• Purchased a chair November 24, 2015.

• I have been told that company who made the chair has gone out of business.

• Chair scheduled for delivery on Dec 5, 2015. On or about that date the store called and said the delivery was delayed.

• Chair was delivered on Dec 18, 2015. The deliverymen put chair into place.

• The chair sat untouched until our guest arrived on December 28, 2015.

• The night (Dec 28, 2015) our guest sat on the chair, and down it went – one leg was smashed. Our guest landed on her back, which caused concern because she has a long history of very bad back issues.

• On or about January 4, 2016 we contacted the company who sent a “guy” out to look at the chair

• On or or about Jan 7, 2016 furniture guy arrived. He said it looked to him like it had already been broken and repaired.

• On or around Jan 7, 2016, we contacted the manager, via phone, who offered to have the chair repaired. We denied that offer and said we wanted our money back.

• On January 13, 2016 I sent a letter to Schewels providing dates, and specifics, restating I expected a refund. In the letter I reminded them that the furniture repair guy they sent stated that it looked like chair had already been broken and repaired. Pictures of the broken part were forwarded to the store.

• I had no response from the store regarding my request for refund.

• On Feb 11, 2016 we sent an email outlining the above, again requesting refund.

• On Feb 17, 2016 we received an email stating refund was denied. We were informed that the part had been ordered, and we would be contacted when part was received.

• Your form asks the question if complaint includes health issue. I responded no because at the moment that is the case. But it could become an issue if my guest, who fell, has problems related to her fall when the chair broke.

The decision on Schewels part to have furniture repaired is totally unacceptable. I can’t think of one logical reason why I should accept a used/broken/repaired chair. I bought a new chair, expecting it to arrive in new condition, and expecting it to give us years of wear. I do not have confidence in a piece of furniture that breaks, immediately, under the weight of an average sized woman, who is in her mid-60s. She sat on the chair; she did not throw herself on the chair.Desired Settlement: Full refund of purchase price of chair, and removal of broken chair, within 5 working days, from our house. My oldest daughter must be present during pickup, so the broken chair pickup time and date must be scheduled for a time when she can be present.

Business

Response:

Below is our response to Revdex.com complaint [redacted] for [redacted]. I have included two attachments for your review.We are sorry that Mrs. [redacted] received service that prompted her to contact us with a complaint, and we regret any inconvenience or frustration that this experience has caused. We strive to provide the best possible service, and when it fails to meet our customer’s expectations, it is important for us to know.To our knowledge and per the attached signed delivery receipt, the chair was delivered in good condition to the customer. The attached report from the third part repair company as referenced by Mrs. [redacted] did indicate that the damage was caused by the customer. Therefore, our manager was exceeding our company guidelines by offering to replace the damaged leg at no charge to the customer. However, in an effort to provide excellent customer service, our manager is willing to provide a refund for the chair. If an arrangement has not already been made, Mrs. [redacted] may call the store at ###-###-#### to make the necessary arrangements.Thank you,[redacted]Administrative Assistant/Customer RelationsSchewel Furniture Company###-###-####

Consumer

Response:

I have reviewed the response offer 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 wasn't sure which button to push because while I want to accept the refund, it is not a full resolution. Some things need to be stated clearly because I don’t want to be expecting a check for $447.53 only to find out they are refunding me $20 or some such thing. Due to behavior exhibited so far by Schewels, I feel things must be stated precisely as to allow no loop holes. (1) I want a full refund for the price I paid within ten working days of the time this problem is resolved. This should be specified before I accept. The form I would prefer is a cashier’s check, made out to [redacted]; I prefer that it be sent certified mail to my daughter’s office: [redacted]

(2) I want the chair removed from my house (at a time convenient to me) within ten working days of the time this problem is resolved. This pickup time/date should be specified before resolution of this problem.(3) I do not appreciate the accusation that we broke the chair and are trying to cheat the furniture company. That is utter balderdash! People in this house do not misuse furniture, nor are we in the habit of being cheats. I am 87 years old; my two daughters, who live with me, are 63 and 65. The friend who visited is also 65. The youngest person in this house after the chair’s arrival and the chair breaking was the delivery man. If he wasn’t up to high jinx with the chair, then nobody was!Schewels claims the chair was delivered in good condition. How does the company know it was in good condition? It was not quality tested here. Neither of the delivery men sat in the chair when it arrived at the house; we were not asked to sit in it for a test. If one of us had sat in the chair that day, then it would have broken then and there. As it was, it took us a couple of weeks to find out there was a problem with the chair because nobody in this house sat in the chair until my friend arrived. The evening of her arrival, she sat and it broke under her. First use and it breaks. How is that good condition? Reality: the chair only appeared in good condition because the damage had been camouflaged, exposing someone to what could be a bad injury.It is completely ridiculous that this has gone this far. I bought what I thought was a new chair, it broke the first time somebody sat in it, what is there to argue about? I naturally assumed I’d call the store, and they’d come and get the chair and refund my money. I am not normally a Schewels customer, but I have to admit I was shocked to find out they treat their customers in such an adversarial manner. (4) I want it on record that on, or just before the original delivery date (of Dec 10, 2015), we received a call from a woman at the store who said that we would not be able to get the chair after all; she asked me if I would take the floor model. We agreed to take the floor model. The chair was delivered on Dec 18, 2015. I am assuming the delay from the original delivery date was the result of the people at the store realizing that the chair had to be repaired before they delivered it to me. (5) I want it on record that after the manager said the chair was broken, and we replied that we had pointed this out to the repairman they had sent to look at the chair; at that time my daughter told him that this chair was already broken and repaired and the repairman agreed with her. At this point the manager said he'd check into it further and call me back -- he never did, so I wrote the letter, and sent photos of the broken leg.(6) Finally, I want the full story on record so that some other customer is saved from a similar experience. Consumers have a right to know the past business practices of companies that we might consider patronizing. Also, my friend could have been hurt badly in this fall; nobody deserves to be put in danger. Sales Person: [redacted]

Regards,

Review: On March 27, 2015 my son and I went to Schewels Furniture in [redacted] to look at their products because we were told by a family member that they had good products at reasonable prices. We looked at the products and ended up purchasing a dining room set, a sectional sofa, and a washer and dryer set. We were told at that time that these items were going to be delivered on April 3, 2015. We are moving from [redacted] to [redacted] and so we drove here to wait on the delivery on 4/3/15. At 12:30 pm no delivery had been made and no phone calls from them either. I called the store and was told by one of the managers that originally said delivery would be on 4/3/15, that (he was laughing as he talked trying to make it a joke) he made a mistake and forgot to write down that we were to get our products on 4/3/15 and it would actually be on Tuesday, 4/7/15. This was no joke to me and he still thought it was funny and as I told him that "the delivery would be made on 4/3/15 as he had originally told us and we made an effort to drive here and wait for it AND I really didn't care if he had to work until midnight to get it here but it would be delivered 4/3/15. This manager said "uh let me see what I can do and I promise I will call you back soon to let you know". He did not call me back and so I called him again and got the same response. After waiting again I called him back AGAIN and he said he was still working on it and would definitely call me back. Still no call and at 4:45 pm a delivery truck pulled up with the furniture.

Today 4/11/15 I decided to wash and dry some clothes and use the dryer only to discover that the dryer needs to be wired for a plug before it can be used. We were NEVER told this when we purchased or we probably never would have bought this product. I called the manager and explained the problem only for him to say "oh yeah we never wire them for the customer but we do sell the plug. I told him that I am not a certified electrician nor do I feel like I should buy a plug or hire an electrician because I was NEVER told by anyone in the store that we talked to that this would have to be done before using the product. I was AGAIN told that I would receive a call back soon. Three hours later having not received a call yet I called them back and once again was promised that they were still trying to "figure this out" and would call me back. Ten minutes later I received a call from the salesman that showed us around and explained the products but conveniently left out this important fact about the dryer. He proceeds to tell me he is sorry but he had a stroke many years ago and he forgets to tell customers this and he had sold quite a few of these dryers and did not tell any of the customers that they would need an electrician and would have to buy a cord? I told him that I was sorry about his stroke but that was bad customer service and he just said yes I know. He ask me where I lived and I told him that I was about 5 miles from them and he said ok so you are in [redacted] and I said NO I am in Virginia, and he proceeded to get it wrong two more times and I still don't think he knows where I am or where he is? He then said he would sell me a cord, go to [redacted] and ask for instructions on how to connect the wires and come to my home after he got off of work at 5 pm and see if he could wire it for me? NO THANK YOU, he had just told me that none of the salesmen were certified electricians and he still does not know where he is or where I am and I do not want this person wiring something that could potentially cause a house fire. Why would I risk that? This means I have to go purchase a plug and hire an electrician which is going to cost me even more money for something that I was never told that I would have to do.

My son and I spent over $5000.00 in this store and have had nothing but problems and every time I have called them it seems like a joke because they laugh when I tell them the problem. None of this is a joke to us because we spent a lot of hard earned money and expected good customer service but have not gotten it. This store should never be allowed to sell any product without telling the customer EVERYTHING about the product and most importantly the customer should NEVER be laughed at nor made to feel like it is all a joke because it is not.Desired Settlement: Schewels Furniture should NEVER sell a product without explaining all that is needed or included.

DO NOT laugh at the customer or try to make it a joke because it is a serious concern to the customer.

DO NOT make excuses for why you "forgot" to tell a customer something or why you forgot to deliver products on the date promised.

I feel that Schewels Furniture should refund me for the washer/dryer set that was sold to me and I was NEVER told everything about it. Who wants a washer/dryer set that has to be wired and that you have to purchase the plugs for when all the time you are thinking that the product just needs to be plugged in to use.

Business

Response:

The [redacted] store manager [redacted] and I have made numerous attempts to work with this customer. We have offered to send a certified electrician from the [redacted] Area to hook up her washer and dryer. We have offered to return her washer and dryer and credit it off her account. At this point due to her down payment being returned for NSF we are looking to repossess all the merchandise and close the account permanently. There will be no other considerations made on this account.

Consumer

Response:

I have reviewed the response offer 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.

The company is threatening to repossess the items we purchased because THEY say the down payment was rejected for NSF? I have not received an email, letter or call from my bank about this AND if this is the case then why didn't they say anything to me about it. This is the first time I have heard anything about this. This company is horrible for treating customers this way. I want all of my complaints posted so that hopefully no one else will have to go through this. The day I received my confirmation letter from your office I also began receiving phone calls from Schewels manager by the name of [redacted]. She called me five times and left messages to call her back. I was not sure whether I should speak to her or not but the next day I received more calls from her and decided I would see what she had to say. She was "surprised" that her employees would act that way and she said that my complaint said I wanted to return the item in question which is not true at all. She then told me that she would send a service man here to do the electrical work and when I told her that her employees told me there was no service man there that could do it she stated that she couldn't believe they said that either. I'm not sure but I got the feeling that she was calling me a liar? Maybe not but she kept telling me that she couldn't believe they would say that or do that. I have no reason to make this up. I spent a lot of money and it seems like this entire company wants to make it a joke. Today, Thursday April 16, 2015, I received four calls from someone named [redacted] at the Corporate office for Schewels who handles all the Revdex.com complaints? I answered the third call and she proceeded to talk very loudly at me and would NOT let me say anything. She then called me and my son a liar in so many words by stating that we signed a paper stating that we knew there would be no hook up and no cord. We did sign the paper to finance but again were NEVER told about a cord or needing an electrician. She would not let me tell her ANYTHING and then wanted to fax me the paper we signed because apparently I was stupid and didn't know what I was saying. Then she said that the store would send a service man here and when I tried to tell her about being told there were no service men she yelled and said "no I meant we would hire someone to come out". When I tried to say that I had been told several different things about Schewels service men she again would not let me talk and started talking VERY loudly to me. I got VERY upset at her yelling at me and not allowing me to talk and I hung up. I called the store manager [redacted] and left her a voicemail stating that this [redacted] NOT call me again because I would not be yelled at nor would I allow someone to call me or my son a liar. I also stated that if necessary I would consult an attorney about all of this. I do not want anyone else from Schewels to call me, yell at me, call me and my son a liar or anything.

Review: This is an official complaint regarding Schewel Furniture Company, Inc. We

purchased furnishings from Schewels in [redacted] on 1/31/15. When it arrived the

following week, the delivery men tore the cushion of the chair from the Living Room

Suite. (3 pieces) The delivery man told us that we would receive a replacement cushion

the next week. To date, we have not received a replacement cushion or chair

replacement.

In addition, we never received the "Samsung Smartphone" that was to be given

with the furniture purchase. The enclosed copies of communication with Schewels

demonstrate that after nearly three months, they have not responded to my request nor

given any indication of resolving this issue. Therefore, if Schewels does not intend to

replace the chair, then we are entitled to a refund for the damaged chair. Your attention

to this matter will be greatly appreciated.

Sincerely,

[redacted]Desired Settlement: See attached.

Business

Response:

I received your complaint on 04/16/15 concerning Ms. [redacted]. We have tried on two other occasions to deliver the replacement cushion to Ms. [redacted] and there was no one at home. Today on 04/17/15 we are also going in her area to try and take care of her cushion. With regards to the Smart Phone we advised her that we would agree to give her a phone, she or a representative would just need to come by and sign for it. If you need any other information feel free to contact me.Sincerely,[redacted]Schewel Furniture[redacted]

Review: I purchased a sectional sofa apx 2 yrs ago I have had schewells to come and pick up twice and it came back the same way and the third time [redacted] said that was the it is and if I had any other problems to contact the factory. I called the factory and was told I had to call where I purchased it from to fix the problem.. Well the problem is worse now and [redacted] says to call the factory there is nothing he can do.. I had ask with in the first 3 weeks about exchanging it and was told this was a cat napper and it was the best they sold... [redacted] would not exchange it.. Now he said they only the he could do is order some parts to see if that helps since it is out of warranty.. however it has a 10 yr warranty for factory.. but the factory told me in june of 15 schewells need to take care of the problem.. All I want is to exchange for a different typeDesired Settlement: to replace with a different type I am very unhappy with this sofa... its not suppose to stain and it has.. and it wobbles terrible

Business

Response:

We are sorry that Ms. [redacted] received service that prompted her

to contact us with a complaint, and we regret any inconvenience or frustration

that this experience has caused. We strive to provide the best possible

service, and when it fails to meet one’s expectations, it is important for us

to know.

We have thoroughly reviewed this

account and the terms of the warranty as it relates to this matter. The sectional sofa was purchased on October 3,

2013, and it included a one-year manufacturer’s warranty for labor and a limited

lifetime mechanism and frame warranty. We have continued to honor the

terms of the warranty by addressing each needed repair, and an exchange has not

been warranted. Although the manufacturer’s

warranty for labor is no longer in effect, our store manager [redacted], in an effort

to provide excellent customer service, has offered to make any needed repairs

at no cost to the customer. Ms. [redacted] may contact our [redacted] store at ###-###-####

to arrange for repair of her furniture. This would fulfill our obligations

under the terms of the warranty.

Ms. [redacted] has also purchased the Stain Protection Warranty.

In order to file a claim regarding a stain, she will need to contact the

[redacted] warranty company at ###-###-####.

Detailed instructions on filing a claim are included on the attached

brochure. Once again, we regret that we have not been able to meet or exceed

our customer’s expectations.

Consumer

Response:

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,

Review: We purchased a mattress and had it delivered on 3/23. It is not the same quality as the display bed in the store. It feels like we are sleeping in pudding the bed is so soft. The edges of the bed feel like they are not able to hold a person, when you sit on them, they sink all the way down. I called the store and they logged the complaint. They sent someone out to "inspect" the bed today, 4/23. The employee stated while in our home, in front of my sister in law, that the bed "was not right" and he would have [redacted], the store manager, contact me to "set things up." After several hours passed with no contact, I called the store and spoke to [redacted] and was informed that the employee had written on his form and stated to [redacted] that there was nothing wrong with the bed. He said that he will contact the manufacturer to see if they will send a rep out to inspect the bed to make a decision. I also questioned him about the warranty on the mattress. The paperwork that came with the bed says 10 years. The store staff has said over and over that it is 20 years. We specifically asked if there was any prorating to the 20 year warranty BEFORE purchase and were assured that it would be warranted for 100 per cent of the purchase price for the duration of the warranty. Today, I am informed that after 10 years, it is prorated.We are both loosing sleep because it is next to impossible to sleep a full night in this bed.Desired Settlement: We want the bed we agreed to purchase. We want what we paid for. We want to be treated honestly and fairly.

Business

Response:

We have no reservations that the consumer received the correct product. The warranty on the mattress is covered by the manufacturer. All literature and tags refer to a prorated amount after a certain amount of time.[redacted]

Consumer

Response:

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,

Review: We finance rideing law mower on June 3, 2013. We bought it home and as usualy we used the mower to mow. About the second or third wk I went to mow and the battery was dead. I call Schewel they came took the riding mowe had it repair by [redacted] Small Engine. When they returned it I got on to mow. Went back up in reverse mode. It cut off tryed to start battery was dead. They came on the 8 of May 2014 took mower same dealer. I pick it up 12 May 2014. I don't think anything was done, I talk to Mr. [redacted] on Wednesday 14, 2014. He said Schewel would pay for same repair.Desired Settlement: I think that Schewel should send the lawn mower to anothe repair dealer to see if Mr. [redacted] realy doing what he said. I don't think that replaceing same part he replace at first is the answerd.

Business

Response:

We have talked with the customer about the issue and have come to a resolution concerning the nature of the problem. The part needed is being replaced this week and the issue should be solved. We will be taking the lawn mower to our service technician for the final time. Any questions concerning this matter please call the Lexington Schewel's location at ###-###-####.

Thank You,

Consumer

Response:

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,