Schewel Furniture Company, Inc.

Review: On May 9th [redacted] Furniture made a delivery to my house (I was not home), While making this delivery they damaged my front door. The door is damaged beyond repair and the estimate to have it replaced is $375. I have reported this to the store manager, [redacted], who is the rudest and most disrespectful person I have ever had the displeasure of dealing with. I also sent a lengthy letter, photos, and the estimate to [redacted] and they still refuse to accept responsibility for this damage.Desired Settlement: I am requesting $375, the amount of the estimate to replace the door.

Business

Response:

This complaint started over Mrs. [redacted] not receiving money from [redacted] is the company that held the warranty claim for Mrs. [redacted] to replace her sofa, loveseat, and recliner. The warranty states that [redacted] will repair or replace all 3 pieces up to the amount paid for them at this store. Mrs. [redacted] selected a new suit that was $300.00 less than the original and wanted the $300.00. [redacted] responded NO, that the warranty will replace up to the original purchase price on another suit but does not give $300.00 back because she picked out a suit cheaper. She finally agreed to this arrangement after going back and forth with [redacted] multiple times and [redacted]'s went to deliver/exchange the suit on May 9th. Mrs. [redacted] had informed our personnel she would not be home but someone would be there to sign in her absence. As she stated, there was a man there and every time the warehouse personnel took a piece in or out of the house the man opened the storm door for them. After the delivery personnel were finished and per our procedure they had the man sign the delivery ticket. A day or two later I received a call from Mrs. [redacted] stating that our delivery personnel had damaged her door. I investigated by speaking to my personnel and reported back to Mrs. [redacted] that they stated they did no damage to her door and that the man present had held the door open for them each time they went in or out of the house. I explained the man also signed the delivery copy with NO notation of any damage. Mrs. [redacted] has talked to [redacted] in our legal dept. at the [redacted] corporate office and also to [redacted], Co-Owner of [redacted] Furniture about this situation and they both have told her that the delivery personnel have stated they did not damage her property and there was no notation on the delivery copy of any damage. We made every effort to get Mrs. [redacted]'s furniture exchanged in a timely manner under her warranty at no extra cost to her when she came to us with her warranty issue. We have not responded to her negative comments about our company on social media. We do not believe we are at fault, however our corporate office issued Mrs. [redacted] a courtesy check for $100.00 for customer satisfaction. Mrs. [redacted] picked up this check for which she signed a release form and we considered the matter closed. Then, a day later she sent this complaint to the Revdex.com.

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,

I picked up the check because $100 is $100 and I'm not stupid, it's better than nothing. However, the fact remains our door was damaged, the estimate was $375 to fix and we have no choice but to leave it torn up because we cannot afford to pay $375 to fix the door. I don't care what they say the door was fine before they were there and after they left it's not. I did not want them to bring the furniture when I was not there, but they refused to bring it any other day because it was a special trip. There is no way the gentleman that was there held the door open for them, because the way the porch is set up there would have been no where possible for him to stand. Maybe they didn't realize they damaged the door and maybe the delivery personnel just don't want to admit it because they think they will get in trouble, regardless...the door is damaged badly. Sure I posted pics on social media of the damage to the door and no one had anything nice to say about this store....everyone has had their own bad experience with this place. We can go back and forth all day, but the fact remains I am one very dissatisfied customer and will never make another purchase from this store.

Business

Response:

Schewel Furniture Co., Inc understands that this complainant is not going to be satisfied with a response that does not include paying her for damage to her porch which she states was done by Schewel personnel. Regarding the pictures, Schewel does not dispute that there is damage, but disputes that our personnel caused it. Schewel delivery personnel certainly would have been aware of the damage shown in these pictured if they had been the cause of it, and Schewel definitely does not have a culture in which our delivery people are not truthful about damage. In this case, they absolutely deny having caused any damage, and we stand behind this. We also believe the gentleman who was there at the time would have seen this damage had it been occurring in his presence, and would not have signed off on the exchange without some indication that a problem had occurred.

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 right, I am not satisfied with anything less than them paying for the damage. The gentleman that was there did not see the damage as he was inside the house before they arrived and remained inside during and after the delivery. Exactly what else do they think could have caused this damage? They were there shoving furniture in the door and the next time I went out this door, those pictures are what I discovered. As for the delivery personnel being truthful, they tried to say there was no way this damage could have occurred because they assembled the furniture inside the house. Even their own loss manager, [redacted], agreed this was not the truth, because this particular set of furniture does not come apart.

They can claim if they felt it was their fault they would take care of it all they want, but the VERY first time I called to let them know about this damage the store manager was very hateful and had an attitude with me. Before I could even get the words out about what was actually wrong with the door I was accused of lying.

It is very sad that a large company such as this comes to your house and causes almost $400 worth of damage to your property and simply refuses to do anything about it.

Review: I had initiated a purchase with this company back in September of 2015. I went to the store and purchased a rocking recliner, couch and flat screen tv. first of all the company was well aware of the delivery date at least two or three weeks in advanced. Merchant promised to have ALL items delivered including tv. I had called several times to make sure that the tv would be available for delivery since they did not have any in stock when we made the initial purchase. Merchant promised that the tv would be there with the rest of the items, it was NOT. We had to pay a delivery fee and still had to go PICK UP a floor model tv that did not even come with a working remote. attempted to get another remote and they just gave us the same one. So we contact LG who our TV is made by and it turns out they did not even give us the correct remote. still to this day we have to working remote for the TV. Now not even 6 months later our couch cushions are flat as pancakes and there is a metal bar that you can feel when you sit down on the couch. Also the recliner is held together with a zip tie and is flat as well. Merchant sent someone out to look at the couch and chair at least a month and a half ago. I was promised furniture that furniture should be repaired by April 10th. So I called the merchant April 12th and spoke with a merchant and the manager himself promised to call me back and I have yet to hear from anyone, I have even contacted corporate with no response. I just want them to come take the couch and chair and get my money back and be done with this awful company. DO NOT SHOP HERE THEY DO NOT HAVE QUALITY PRODUCTS. I am paying thousands of dollars for GARBAGE!! Also store rep and manager were both RUDE.Desired Settlement: For them to come get the couch and chair and issue refund since they are not coming to repair product. also don't want something I am paying lots of money for and then having it fixed every few months.

Business

Response:

Dear Revdex.com;This is in response to complaint #[redacted]. The customer has requested a refund for a sofa and recliner purchased on September 10, 2015. The customer has also expressed an issue with the TV purchased at the same time.With respect to the TV, it was clearly noted on the signed contract: “Possible delays please keep advised – customer doesn’t need until 10/1/15”. Less than a week later, on September 16, 2015 the customer was left a telephone message that the vendor shipment of the TV in fact was delayed. She was left another message to this effect again on September 22. The option of receiving the floor display TV at a price discount rather than waiting on the vendor delivery or reselecting an in-stock TV was offered to the customer and accepted. When she came to pick-up the TV on October 2, there was confusion in regards to the proper remote. She was given a remote that did not have the full range of functionality as the one that should have been given to her. To our knowledge this problem was resolved many months ago but if it has not, then we will be glad to order another remote for the customer.The complaint also raises an issue concerning a sofa and recliner that were purchased at the same time of the TV. The sofa and recliner are manufactured by a company well known and respected within the furniture industry. Their product is carried and sold by a number of furniture retailers in the [redacted] area. Most the sofas that Schewels carries have a medium density cushion core (inside) similar to that as the sofa purchased. This core provides a balance between comfort and wear that most consumers seek. While there may be slight variations in the manufacturer of the thousands of cushion cores that Schewels sells along with every sofa, loveseat and recliner each year, with few exceptions the cores are consistently manufactured from one item to the next. To accommodate these exceptions every customer is given a copy of Schewels Return & Servicing policy which this customer also received. This policy provides that Schewels will repair any furniture manufacturer defect within the first year of purchase excepting normal wear and tear. The biggest variation of furniture performance relates to its usage, - the wear and tear the product receives once in the customer’s home. With the huge variation in customer use, if not expectations, and the consistency of the manufactured product across hundreds and thousands of sofas sold, Schewels servicing commitment for the first year ensures that the product will be returned to its original specification should a manufacturers defect occur during this period. Because furniture is made to be used and the use varies so much from customer to customer Schewels does not accept returns on its upholstery beyond the first week. During this time the customer can thoroughly evaluate their purchase in the leisure of their home.In this particular instance, after more than five months of using the merchandise, on March 4th, the customer called concerning the compaction of the seat cushions on the sofa and recliner. These items were inspected on March 9th and it appeared that there may have been more compaction than would be expected from normal use. (Often times the compaction issue can be resolved by simply rotating the cushion to help promote even wear.) Although the photos taken of this particular sofa show a cushion that is are far from flat, new cushions were ordered on March 10th. The typical turn-around on upholstery parts orders is about six weeks. On April 12, the customer called and talked to the assistant manager concerning the status of the parts order. After investigating, he left a message for the customer the next day advising her that the sofa cushion cores were expected in on April 14 and indicated he would like her to call to make service arrangements to replace the cushion insides. On April 18th, the customer called and the assistant manager told her the cushion cores had arrived and that the recliner cushion was expected later this week. The customer has insisted upon a return and refund of her purchase. This is not an option at this point but Schewels does have the cushion core replacements on hand should the customer decide to pursue this option.Having had the opportunity by chance to monitor our employees responses to the customer request I can say at no point was any employee less than courteous in discussing a way to resolve the issue raised by the customer. I apologize if the customer is dissatisfied with our response and feels mistreated. We are fully prepared to service the product purchase now and during the remainder of the warranty period.Sincerely[redacted], Store Manager

I am very disappointed bought catnapper recliner sofa. Its only 15 months old now spring on one side is trying to come through. This should not be happening already. Called Schewel nothing they claim they can do about it. How can you sell product that doesn't last long. We don't have kids furniture not abused at all.

Review: I came in to look at bedroom sets. The gentleman there took my information to see if I would be a approved for a credit line through schewels. The lady who ran my information (she had blonde hair) came over and let me know that I was approved. She then proceeded to dive into my personal information about another credit card I have. She asked me what I put on it and why I did so. She even said " you'll have to bury him in the backyard to pay this off" she was referring to my fiancé that was with me. I think it's highly inappropriate to ask me in detail what's on my credit card that had nothing to do with schewels... Especially since she told me I was approved before asking. She made me feel I was being judged based off my other credit card. Needless to say I took my business elsewhere. She really ruined a sale and is losing money for the business.Desired Settlement: I would like to see correction of her behavior. If she acted this inappropriate towards me then who else has she done this to? I will not keep silent until something is done with her.

Business

Response:

[redacted] – [redacted]Thank you for notifying us of your concern. We do abide by all fair credit reporting standards and guidelines while striving to provide you with the best possible service. When you feel that it fails to meet your expectations, it is important for us to know.We are sorry that you received service that prompted you to file a complaint, and we regret any inconvenience or frustration that your experience has caused you. Although we cannot disclose any details, we can assure you that we have forwarded this to the Credit Supervisor who has taken the appropriate measures to ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers.Once again, thank you for the opportunity to look into this matter.Thank you,[redacted]Receptionist/Administrative AssistantSchewel Furniture Company###-###-####

Review: Purchased the mattress via telephone for I have dealt with this company before. Never

Late into purchasing yellow stains appeared on mattress and I called and talked to

Manager. Problem never resolved until April of this year. Called several times about this

Finally someone came down and later a lady from Staunton VA came and cleaned

The sagging started. I showed this to man and he

Ignored it. The sagging had got so bad that

I have to move to center of bed to sleep. Called

Store manager and he said he would have someone return my

Call Never heard a thingDesired Settlement: To replace the mattress as it is backed by warranty!

Business

Response:

As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell. [redacted] Company has a very good warranty and as thier partner we uphold every aspect of the warranty. The warranty does explicitly state that mattresses can not be exchanged if there is any stain or soiling. This is for sanitary reasons, legal liability, and general health concerns. We work with another company, [redacted] AMD which provides a mattress pad to protect the mattress. If this mattress pad becomes soiled and the mattress is damaged, the customer must call [redacted] AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange. If a stain can not be removed from the mattress, we are unable to accept it for credit.[redacted]Store Manager

Business

Response:

As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell. [redacted] Company has a very good warranty and as thier partner we uphold every aspect of the warranty. The warranty does explicitly state that mattresses can not be exchanged if there is any stain or soiling. This is for sanitary reasons, legal liability, and general health concerns. We work with another company, [redacted] AMD which provides a mattress pad to protect the mattress. If this mattress pad becomes soiled and the mattress is damaged, the customer must call [redacted] AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange. If a stain can not be removed from the mattress, we are unable to accept it for credit.[redacted]Store Manager

Business

Response:

As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell. [redacted] Company has a very good warranty and as thier partner we uphold every aspect of the warranty. The warranty does explicitly state that mattresses can not be exchanged if there is any stain or soiling. This is for sanitary reasons, legal liability, and general health concerns. We work with another company, [redacted] AMD which provides a mattress pad to protect the mattress. If this mattress pad becomes soiled and the mattress is damaged, the customer must call [redacted] AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange. If a stain can not be removed from the mattress, we are unable to accept it for credit.[redacted]Store Manager

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 will resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have had the mattress cleaned. It is ready to be picked up by Schewels.

Regards,

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 will resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have had the mattress cleaned. It is ready to be picked up by Schewels.

Regards,

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 will resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have had the mattress cleaned. It is ready to be picked up by Schewels.

Regards,

Business

Response:

Mattress has been exchanged, customer is satisfied.

Business

Response:

Mattress has been exchanged, customer is satisfied.

Business

Response:

Mattress has been exchanged, customer is satisfied.

Review: On September 3 I purchased a ** Refrigerator from Schewel Furniture Co. located at [redacted]. It was delivered on Sept. 9th. On Sept. 12th we begun to have problems with the freezer not freezing and the frig not keeping the food cold. Called Schewel on the 12th to inform them of this problem. They sent a repair person out on the 14th and he said the freezer was now freezing but three pieces was missing a small plug and two ** symbols. He stated that ** never sent anything without their symbols. The repairman informed me to go back to the store and demand that they give me the things mentioned above. They never gave me these parts. They say that are at the store, It was working until Sept.29th and I left home for three to four hours. Upon returning I found the water in ice trays was like I had put them in (no ice) and food was very soft. Also the food in the frig was starting to melt. Called the store on the 29th and they took the information and they said they would get back to me. On Oct. 1 was called by Appliance Repair Service ([redacted]) and that Schewel had called them to look at the product, but they don't repair GE product and couldn't come out to even look at it. For the past week we have had to buy bottled water and eat out because I can't buy food to put into the frig. A week before made about $80 of food and had to throw it away. It is still hooked up but running hot. I am retired and on fixed income. I can't afford this much longer. coDesired Settlement: I don't want this frig repaired. I will accept a new frig and nothing else, If they don't agree just come and pick it up, take it off my account and I will get me a frig that works.

Business

Response:

This is in response to the Revdex.com complaint #[redacted] by [redacted]. We appreciate Mr. [redacted] letting us know that the follow-up to his initial service call was not adequate. While the initial service on September 9th seemed to resolve the problem with the refrigerator, there was a miscommunication with the repair company concerning Mr. [redacted]'s call of September 29. This resulted in a delay in resolving Mr. [redacted]’s problem. We have since provided a replacement refrigerator to Mr. [redacted]. I have spoken to Mr. [redacted] and he is satisfied with our response.Sincerely,[redacted], Store Manager

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,

I have been shopping at schewels in Front Royal, Virginia and in Martinsburg, West Virginia for years they are very friendly staff. If I need new furniture schewels is the first place I shop. Schewels has in store credit and they work you on the amount of your payments. I love this store.

Review: In spring of 2014, my ex-husband ([redacted]) and I opened an account together at Schewels Furniture in [redacted]. We purchased a set of living room furniture. In November of 2014, we became legally divorced. We agreed on the terms that he would keep the furniture and be soley finacially reponsible for it. The Judge approved this agreement and there is a Court Order stating that he kept the furniture within our home and that I am not financially responsible for any of it. I have tried multiple times to have my name removed from the account (the account is under my previous name, [redacted]) however I am told by the financial department at the [redacted] location that 'it is not possible until the account is paid off because I am financially reponsible for the furniture if he does not pay". Besides the fact that he pays on the account monthly and has shown himself to be a reliable customer, I have a COURT ORDER stating that I am NOT financially responsible for this furniture.Desired Settlement: I want my name taken off of the account so that the account is removed from my credit report.

Business

Response:

Although we are sympathetic to Ms. [redacted]’s situation, we are unable to remove her name from the account. The court order does not supersede the legal and binding installment agreement between Ms. [redacted] and Schewel Furniture Company.

Review: I purchased my sofa from schewels furniture in January 2015. Almost immediately after purchasing I noticed the cushions were becoming soft. Now a year and 3 months later the cushions are so sunken that I can barely get up when I sit on it. I spoke with the manager and he notified me that my year warranty was up in January and there was nothing that could be done (when I purchased the sofa I was not told I had a year warranty).Desired Settlement: I still have an open account with them, meaning my sofa is not paid in full. I would like the credit reflected on my account.

Business

Response:

We have thoroughly reviewed the customer’s account as it relates to this matter. The sofa purchased on January 6, 2015 included a one–year manufacturer’s warranty. While we do regret any inconvenience or frustration that this experience has caused, the manufacturer’s warranty is no longer in effect; therefore, we have fulfilled all warranty and service obligations with regard to the furniture. Ms. [redacted] has been made aware by our manager [redacted] that the parts can be ordered at her expense by contacting the store directly at ###-###-####.

Thank you for bringing this matter to our attention. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed the customer’s expectations.

Review: On November 22 I sent an email asking why I couldn't add any merchandise to my account that was already opened and I had a 1500 dollar credit. I sent the email to corporate offices in Lynchburg, Va and its now Dec 2 and I still haven't herd from them on the reason why. I did go into the Rocky Mount, Va store and tried to talk to [redacted] the credit department person but she said that she wasn't talking to me and I needed to leave and if I have any other questions on could contact corporate and that was Friday Nov 29. I also called her on Nov 19 to ask about adding merchandise to my account and she said that the company had a new policy that went into effect that said if you live outside of Virginia you couldn't put stuff on your account. Now I never got anything in written about that when I opened the account nor did I get anything mailed to either of addresses that I have. I have two address one in TN and one in VA and she said that she couldn't do anything about it. It was a company policy.Desired Settlement: I would like a formal apology and and explanation of why that policy is in place from corporate

Business

Response:

It is a long-standing policy of Schewel Furniture Co., Inc. (“Schewel”) that its locations do not make credit sales outside their service areas. This policy is not new, and applies to all customers, not just Mr. [redacted]. Because Schewel retains a security interest on merchandise sold pursuant to installment sale agreements and from time to time is put in a position where repossession and/or court action is required, it is not feasible for the collateral to be in another state. In fact, the installment sale contract Mr. [redacted] entered into with Schewel in making his purchase on March 16, 2013 states in Paragraph 6 (c) under DEBTOR’S OBLIGATIONS that “Debtor agrees not to remove the collateral from Debtor’s shipping address or the address shown (on the contract) without the written consent of the Secured Party (Schewel).” In addition to the collateral issue, if there is a routine problem with the merchandise it is not feasible for store personnel to travel an extended distance to handle the problem. Schewel strives to provide excellent customer service and does not wish to put itself in a position where this is not possible. When Mr. [redacted] made his earlier purchase from Schewel’s Rocky Mount, VA store, he gave his address as a Rocky Mount one. He now provides a Tennessee address which is 265 miles from Rocky Mount, and although he states that he also still has a Virginia address, it is Schewel’s understanding that this address is the address of a relative. Schewel regrets that it is not able to make an exception for Mr. [redacted] to its policy of not selling out of its trade area.

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 live an hr away from Bristol, the Rocky Mount address is where I get mail, so by law I reside there as well as in TN. I don't like being called a liar by your account manager in the Rocky Mount store and I don't like that you as a company tolerates that. Now since I am hr way I should be in the service area of your bristol strore. Also I am a college student that had to move down her for school and might be moving back just don't know yet. The account managers name is [redacted] and she told me that she was untouchable in your company. Regards,[redacted]

Review: My wife & I purchased new bedroom suit with 2 extra pieces which cost us around $2,500 dollars.the first part of the year2013 our bed came apart one side broke down. The Railing only was replaced.a month or so later the bed broke down again .schewels came out to pick bed up and fix it with railing that did not match out bedroom suit.tonight I set on the bed and boom the bed broke down again ,so now Iam gonna have to wait until Monday to call Schewels again for the 3rd time about the same problem.I asked why not refund my money or let me pick out another bedroom suit,no he reply we will fix it.Iam STICK OF THE LAME EXCUSES WITH A TEMPORARY FIX.NOW THE FLOOR WE GO AGAIN TO SLEEP ON.Desired Settlement: Give us our total refund or another new bedroom suit .

Business

Response:

Dear Sir: This is in reference to Revdex.com case number [redacted]. The complaint was received from the Revdex.com by the Schewels Roanoke store on June 26, 2013. The bed, in question, has been replaced. Replacement of the bed was covered in part under terms a warranty provided by Phoenix AMD International Inc. The customer reselected on an upgraded bed with Schewels and the customer sharing in the cost of the upgrade. The issue has been resolved. Sincerely, Kevin Landergan, Schewel Store Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9575435, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I purchased a laptop from them, the specs appeared to what I needed to so I went through with the purchase, however after taking the laptop home and using it, I have discovered this is not what I needed, and it in fact is a very poor designed laptop, during the purchase I was never told that there was a no return policy, because if I had been aware of that I would have never purchased the item, I was only told about a extended warranty, I called the location to tell them about my problem and they were not willing to help in anyway and were basically like I'm stuck with a laptop and $730 total bill for something that is not what I need, I can not even resell this for the value they sold it to me because it is slightly outdated and because I'm a private seller.Desired Settlement: I want them to take this back from me, and either refund me my down payment or just negate the rest of the payment. I have made several attempts to call and negotiate a settlement, but nothing so far has been done other than a insincere apology. I just don't want to be stuck with a bill of this amount for a product I cannot use, and I was not told about a noreturn policy, I believe they are taking advantage of me.

Business

Response:

Electronics are hard to return because once they are out of the box, registered and used the is no market for them. I'm sorry we did not meet this customer expectations.

Review: On 01/03/14, I went to Schewels Furniture in Galax, Virginia. I let all 3 Schewel employees know that I wanted a 1st quality dining room suite, not the floor models. I pointed out the defects(arm falling off captain's chair, dents and scratches, et.al.) in the floor models.\I spoke with [redacted], salesman; [redacted], manager; and [redacted], billing clerk.First, I spoke with [redacted], salesman. [redacted] indicated that Schewels could order the 1st quality dining room suite that I wanted. I told [redacted] that I would not pay the marked price. [redacted] said he would have to get [redacted], manager.I spoke with [redacted]. I reiterated that I wanted a 1st quality dining room suite. I negotiated a price of $1,844.71 with free delivery. No sales tax and a free notebook(cheap ** brand that never worked!) was advertised inSchewels advertisement in local [redacted] newspaper. [redacted] took me and introduced me to [redacted], billing clerk.I spoke with [redacted] and was furnishing her with billing address, directions, etc. While I was hunting for my credit card that was hiding in my wallet, [redacted] stated that she would have to order my dining room suite. I asked heer how long it would take, She responded approximately 2 weeks. I turned back to trying to locate my credit card. [redacted] then said unless you would be willing to take a floor model. I told her, Only it it was 1st quality with no defects. [redacted] was nearby and heard everything. She said nothing. [redacted] took my credit card and completedmy order.My dining room suite was delivered on 01/06/14. I immediately noticed thst2 of the buffet drawers were manufacturing defective. I pointed this out to the delivery people. I also called Schewels and spoke to [redacted] and then [redacted]. The delivery guy was sent to my home with two replacement drawers. Later I noticed a hole in the top right-hand corner of the hutch. I called Schewels and spoke with [redacted] and [redacted] said she would have to come and look at the hutch, but that it was too cold today. She said she would comeDesired Settlement: A hutch that does not have a hole in it.A chair(not captain's) that has a seat with screws that hold it in place.

Business

Response:

Consumer called Schewel's Furniture Co. on 4/28 and requested we pick up the furniture. Later, when Schewel's called to arrange a pick up time, consumer said no we couldn’t get the furniture and hung up. Schewel’s Furniture stated that consumer has disputed the charge with their credit card company, therefore Schewel's has not received payment. Issue is being turned over to the Legal Department.

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 did not call Schewels on 04/28/14 or any other time and tell them to pick-up the furniture!

Someone from Schewels corporate offices in [redacted]burg, Virginia called my home on 05/02/14.

I believe her name was [redacted] tried to pressure me to make a day and time for Schewels to pick-up the furniture.

Her words were insulting. I hung-up the phone after she raised her voice.

I notified the Revdex.com about this call with an e-mail on the same day.

I simply want Schewels to replace the hutch with a hole in it and replace the chair that has a seat, not attached with screws.

Schewels has replaced 2 buffet drawers, already. If I had bought an "as is," floor model dining room suite, Schewels would not have done this!

I told all 3 Schewels' employees([redacted], manager; [redacted], salesman; and [redacted], billing clerk) that I wanted a 1st-quality dining room suite.

I specifically did not want the floor model/models because there were noticeable defects. I pointed out these defects to [redacted] and [redacted].

I bought a 1st-quality dining room suite and a 1st-quality dining room suite is what I want!

This is what I requested that Schewels do to remedy the situation in my original complaint to the Revdex.com.

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.

Upon delivery. I noticed 2 drawers in the buffet that were manufacturing defects. I pointed these out to the delivery people. I also called Schewels and spoke with [redacted], manager. [redacted] said that her delivery man would return that afternoon with replacements. He did. If this had been an "as is" floor model purchase, [redacted] would not have done this.

Upon closer examination, I saw the hole in the top right-hand corner of the hutch. I, again, called Schewels and spoke to [redacted] said," I will need to come and look at it, but its too cold today. I will come tomorrow. It's supposed to be warmer." We agreed upon 0900 hours. [redacted] did not come to my home on January 8, 2014, nor did she call my home.

I called my credit card company for advice. My credit card company advised putting a hold on the payment until Schewels took care of the problem. We did.

One of he chairs had to be moved, for carpet installers. The seat fell off the chair. There were no screws. You could tell that screws had been placed in the screw holes many times. The screw holes were worn.

I want like the hutch and chair replaced, as I stated in my complaint to the Roanoke Revdex.com,.

My credit card company will release the hold and Schewels will get their money!

Regards,

Business

Response:

Dear Mr. [redacted]:

I am writing in response to your complaint to the Revdex.com serving Western Virginia regarding a purchase you made at the Galax, VA location of Schewel Furniture Co., lnc. ("Schewel")on or about January 3, 2014.

You also have called Schewel's corporate office concerning this purchase.

Schewel's records indicate the following in connection with your purchase and subsequent complaint:

1. On January 3, 2014, you purchased a dining room group manufactured by [redacted]. The group included a buffet, hutch, table top and leg base, four side chairs and two arm chairs. In order to have delivery within an accelerated time period, you chose to purchase a floor display set.

2. Because the floor model was not in perfect condition, store manager [redacted] agreed to sell the merchandise to you at a substantial discount. The buffet and hutch, which normally sell for $1,099.95, were sold to you for $849.95. The table top, leg base and six chairs, which normally sell for $1,299.95, were sold to you for $999.95. In addition, you received a "sales tax" discount in the amount of $98.04, a free tablet and free delivery and setup.

3. Prior to you accepting the arrangement, Ms. [redacted] made sure you understood that the group was a floor model and therefore not in perfect condition. You examined the merchandise prior to making the purchase. Ms. [redacted] also examined it, and while she noted some faint scratches on the table, she did not note a hole in the hutch or any problems with the drawers or the chairs. You authorized a charge to your Visa credit card on January 3, 2014 in the amount of $1,844.71.

4. Delivery of your merchandise occurred on January 6, 2014. At the time of delivery, you complained to the delivery personnel that the drawers in the hutch were defective. Ms. [redacted] immediately authorized an exchange of the drawers and sent out two replacements to your home that same day. Upon examining the original drawers, Ms. [redacted] noted a slight variation in the varnish finish which was normal, but no defects.

5. Several days after the delivery of your merchandise, you called stating that you had found a hole in the top of the hutch. Ms. [redacted] attempted to call you numerous times to arrange to come to your home to examine the hutch. She was never able to get through or leave a message, with every call being answered with a recording stating "we do not take solicitation calls" and hanging up. Ms. [redacted] never received communication that a chair was defective, and never told you that it was "too cold" for her to come to your home.

6. At some point after your purchase, you disputed the charge to your credit card. Schewel has responded to the allegations in your dispute, but has not been paid for your purchase.

7. On April 28, 2014, you called Schewel's corporate office outlining your concerns and requesting that your merchandise be picked up. No refund would be necessary because the charge to your credit card was in dispute and Schewel had not been paid. Schewel's loss control associate [redacted] returned your call on May 2, 204 to arrange for the pickup. You responded that a pickup was "not good enough" and hung up on her. This call was made with operations supervisor [redacted] listening as a witness.

Schewel regrets that you are not satisfied with your purchase or with the customer service Schewel provided. Schewel has attempted to work with you without success. At this juncture, as indicated by Ms. [redacted], Schewel is ready and willing to retrieve its merchandise, and would be prepared to refund your money had any money been paid by you. However, Schewel is not willing for the merchandise to remain in your possession if you are not going to pay for it.

Please call Ms. [redacted] at Schewel's Galax location within 10 days of receipt of this letter to arrange for the pickup to avoid Schewel instituting steps to collect the funds owed.

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.

5/08/14

I received a letter from Schewels corporate office. I t was signed by [redacted]. You were copied.

I disagree with the factual content of this letter. This letter disputes my communications with my credit card company and the Revdex.com.

I am an honest person. Everything that I have communicated is the truth.

5/09/14

These people at the Galax store and Schewels' corporate office are lying when they dispute what I have said. All my statements have been truthful !

Today, I have read the 44 complaints against Schewels, over the last 3 years.

I feel empathy for each and everyone of the complainants. I also noted that there were "positives"!

Also, I have reviewed all my documents and communications about this matter.

Specifically, I have carefully read the invoice given to me by Schewels.

There is no mention of "as is" or "floor model". The reader would assume "1st quality product" was being sold.

I am not a lawyer. But would not this document take precedence in the ranking of evidence.

Rather than taking Schewels' word about this transaction, the invoice is the only evidence of the contract between the contractee(me) and Schewels(contractor). Remember, I have stated that [redacted], billing clerk, generated this document of the contractual relationship between me and Schewels. If there had been mention of "as is" or "floor model", I would not have signed this invoice !

Regards,

Review: I purchased a sofa and chair that was made of durablend leather and it started pealing on the arm of both the sofa and the chair and the seat of the sofa as well. After speaking with Schewels they stated they would offer the same return policy as the manufacture. We found out it is a recall on the sofa and chair of the material and they have not honored the recall. One of the individuals promised to call us from the Home office and never returned the call after several attempts. The store in [redacted] VA no longer communicated due to the home office taking it on and the issue still has not been resolved after over 6 monthsDesired Settlement: Schewels has a responsibility to acknowledge and honor the recall on the sofa and chair and replace it for something that does not use this durablend fabric.

Business

Response:

The original date of purchase for the furniture in question was

April 2009. The customer did not

purchase the leather protection warranty; however, it was replaced at no charge

in July 2012, in an effort to provide excellent customer service. The customer did not purchase the leather

protection warranty for the replacement furniture.

The first contact that our Corporate office had with the

customer’s daughter was on November 6, 2015.

At that time, the customer had reselected her new furniture and a

delivery date of November 12, 2015 had been scheduled. We verified that our manager had followed and

even exceeded our Company guidelines by allowing the customer to reselect new

furniture with a credit of ½ the original purchase price although it had been

over the customary three years.

On November 10, 2015, we informed the daughter that the manager had followed our guidelines and let

her know that to our knowledge there has not been a recall on the leather. We also informed the daughter that it was our

understanding that the customer was satisfied with her recent

exchange/purchase, but if she was truly dissatisfied she could contact our

store directly. On November 17, 2015, we

received a message on our Corporate voicemail from the daughter stating that

they had contacted the Revdex.com.

On November 20, 2015, the customer visited the store demanding to speak

with our manager’s supervisor. At that

point, we had already informed the customer that the decision was final, and the

customer had already informed us that they had contacted the RevDex.com. To date, the Corporate office

has never received a call or spoken with customer [redacted]. All communication

has been made through her daughter(s).

While we regret that we were not able to meet or exceed the

customer’s expectations, we are confident that we have fulfilled our

obligations according to our Company guidelines.

Review: I am appealing to you for your help in resolving my complaint concerning a mattress I purchased from Schewel Fumiture Company, Inc. in [redacted].

On July 4, 2014 I purchased a king size spring air plush mattress from the above. This mattress was advertised in the store as a "back supporter". It is still being advertised in the store and the [redacted] Times as a "back supporter". Based on the advertisement, I in good faith purchased this mattress. Now I feel like a victim of false advertisement as this mattress fails to give the good "back support" I was led to believe it would give. It dips in places, is lumpy and causes back, leg pain and headaches.

I am an eighty one year old veteran who recently had back and knee surgery. The lack of support and discomfort from this mattress is something I do not need to continue to suffer with.

To resolve this matter to my satisfaction, I am requesting that Schewel's remove this mattress from my home as soon as possible. I further request that Schewel's credit my

in-store account for the full amount I paid for this mattress which was $1,676.21 which includes the taxes and delivery charges.

Thank you for your time and consideration in helping me to resolve this matter.

Sincerely,

James PattersonDesired Settlement: see Attached document

Business

Response:

Schewels is in receipt of complaint ID #[redacted] concerning the mattress purchased on July 4, 2014. The mattress purchased by the customer is marketed as a "Back Supporter" by the manufacturer meaning that there is a concentration of springs and coils in the area of the mattress upon which a person's back rests when lying in bed.I'm sorry to learn of the person's recent back and knee surgeries. The surgery has apparently resulted in some discomfort. As noted on the form signed by the customer at the time of purchase, we do not accept returns on bedding after use. It would seem to me that any person might expect some discomfort no matter what the mattress after such an operation. From the recent visit by our technician, we have seen that the bedding has retained its structural integrity and the problems being experienced are not related to any warranty issue.Sincerely,[redacted], Store Manager

Bought a couch recliner and mattress set...Chair had to be replaced Couch back piece of frame broke a week after purchase they exchanged it with what they claimed was a better sofa NOT piece of wood frame in arm is broken. Cushions are flat called store called headquarters no response... More than a year has passed I will be buying new furniture but not from these Jokers...Note I have only owned 3 well now 4 sofas in 40 years quality...Hmmmm it's a disgrace as is Companies Customer Resolutions

Review: we purchased a lazyboy reclining sofa, loveseat and recliner from the schewels in [redacted] on 5/28/2015 and delivered the next day. after 2 months we noticed the end of the sofa was starting to break down and contacted the local store, they sent the delivery boys out to look at it and said ya it looks like it is showing signs of wear and they would tell the store staff when they returned. after a couple weeks and frustration lazy boy finally responded to an email I had sent them and the next day or 2 schewels started trying to reach us to pick it up and fix the problem. they picked it up finally last thursday 9/24/2015 and brought it back yesterday 9/28/2015. I think they left it on the truck over the weekend and brought it back saying it was fixed. nothing has been done to it! I have sent a complaint to schewels corporate but get NO response at all! HELP ME PLEASE!!!Desired Settlement: a refund and a replacement for the shoddy way this place conducts business.if they had just been up front from the start and took care of the problem it would of been fine but now it has gone on way too long and the frustration is ridiculous

Consumer

Response:

the furniture was purchased by my wife and I, [redacted] and [redacted] we paid cash and there was no account for financing established and yes the complaint is against schewel furniture in [redacted] va, [redacted]

Business

Response:

We made an exception in the best interests of the customer on his initial purchase to allow him to exchange his recliner. However, we are not at liberty to do another refund/exchange due to the significant cost to our business. Our manager followed procedure by sending personnel out to examine the recliner once the complaint was reported. Their initial determination was that it was normal wear and not a manufacturer's defect. However, in an effort to provide excellent customer service, the manager arranged for the recliner to be picked up and sent to a certified upholstery repairman, who examined the recliner over a period of two days and determined the recliner was not defective. There was never a guarantee of repair or replacement, only that it would be examined. We have fulfilled our responsibilities in line with our policies and have done our best to meet and even exceed Mr. and Mrs. [redacted] expectations. We are dismayed that they do not feel the same.

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 doing NOTHING to correct the problem! if this is the way schewels handles their merchandise and customers I'm surprised the Revdex.com isn't swamped with complaints! I am not happy nor satisfied at all with the response or the furniture! is there nothing more that can be done? or do we just have to accept the furniture and let it further fall apart then try to get lazy boy to replace it? I thought if we started this process with schewels before we had the furniture very long it would be able to be handled better. at this point I think a full refund and they pick this stuff up would be in every ones best interest then we can go to a more reputable firm to buy something that might hold up more than 2 monthsas far as them trading the recliner in the 1st place, we had purchased a different set completely and a much cheaper cost, and after we had it in the house for 2 days we traded it for the lazy boy set and a substantial price difference that we paid in cash . they were the ones who accepted and traded for the higher price furniture, it was up to them that time. they did benefit from the deal by several hundred dollars!

Regards,

Review: I paid for delivery of 3 beds for my grandchildren to be delivered on August 8, 2015. I was told delivery would be between the opening and closing hours of 10 am - 5 pm. I called the store at 3 pm and spoke with the inventory manager [redacted] who reassured me that my delivery was going to happen and that he himself put my merchandise on the truck. I was informed by the woman who placed my order that the deliver up until the store closing hours on the date of purchase which was August 4, 2015. I have been waiting from 8 am today for the delivery and we paid $80 for the delivery charges and there has been no delivery. When I called the store I was told that I would receive a phone call 30 minutes before the delivery and there were no phone calls at all. I am very displeased and dissatisfied with the professionalism of this company. I took the time to transfer my account from the Schewels in [redacted] to their location and this is not a good way to start business with a new customer. They have made it abundantly clear that I want to transfer back to the [redacted] location. It is not good practice to LIE to customers and make promises that cannot be kept. I signed a contract with this company involving this delivery and payment of the product and they have not held up their end of the contract involving the delivery.Desired Settlement: I would like a refund of the delivery charges and I believe one free payment of the furniture.

Consumer

Response:

The address for this store is [redacted]. My complaint was that the delivery was not made but in fact the delivery drivers came to my house 3 hours after their closing hours. Upon their arrival they discovered that their inventory manager [redacted] had loaded the incorrect parts to the order and they had to leave. When I spoke to someone at the store asking for a refund of the delivery they informed me that even though it was a mistake on their behalf they were still going to deliver the items and would not offer any form of compensation. I even in formed them that my children were forced to sleep on the floors for the last few days because their old beds had in fact been taken apart and removed due to the scheduled delivery. Very dissatisfied with their business practices and demeanor on how they handle customer issues.

Business

Response:

I have spoken to Mr. [redacted] the [redacted] store manager, and there are some similarities between the customer's version of events and our store's version. Therefore Mr. [redacted] took the liberty of returning the delivery fee to Ms. [redacted]s account. We are truly sorry we did not meet or exceed her expectations.

Review: I purchased a dryer from this location on 12/27/2014 and was asked if I wanted delivery. Was never told a price for the delivery so I said okay. After appliance was delivered found out that it was an $80 delivery charge that was NOT covered.Desired Settlement: To have an adjustment of the $80.

Business

Response:

All sales are processed with paper work. The delivery charge is clearly stated. I am sorry the consumer did not read the contract or review the receipt. This discrepancy should've been noticed before the delivery was completed.

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.

Credit back the delivery charge. The charge was not stated at time of contract when it should have been leading to believe the delivery was free.

Regards,

Review: A recliner was purchased on 9/4/15 from [redacted] and delivered on 9/10/15 at about 1030a. Sat on the recliner for maybe 2 hours, no more, and it is really hard and when you recline it, it has a slant to it where you feel like you can slide down to the feet part. Called the store in [redacted] on 9/11/15 at 10:04a and spoke to [redacted] and he first said he can't take it back but then said he could take it back minus a 20% restocking fee. Was going to do that but then he said I would have to turn around and use the credit to buy something else. No where on their web site nor my receipt does it have a return policy. My purchase was 826.69. At the same time, a family member of mine spent almost 4000.00 on a couch set and coffee table set and was returning one piece and since it is still in the box, they will return that for a refund. Failure to disclose their return policy is deceiving to customers and the customer doesn't know if the piece of furniture will be comfortable or not until they get it and are able to sit on it, lay on it, etc. for at least a day or so. Most places give a 30 day money back guarantee so that the customer can try it out to see if they like it. I have contact my credit card company to dispute the charge and will be providing them a copy of my receipt that again has no return policy on it as well as providing them with the web site address that doesn't have a return policy. The chair is currently covered up so it doesn't get dust, etc. on it and it is in a bedroom away from all regular house traffic. I am very dissatisfied with this company and will not recommend them to anyone and will be posting complaints wherever I can.Desired Settlement: I would like a refund of my 826.69 minus the 79.95 delivery charge.

Business

Response:

DEAR [redacted]

MRS. [redacted] CAME INTO THE STORE ON 09/04/15. SHE TRYED OUR RECLINER ON OUR SHOW ROOM, AND LIKED IT & THEN DECIDED TO PURCHASE IT. WE DELIVERED THE RECLINER TO HER RESIDENCE ON 09/10/15. SHE CALLED INTO OUR STORE ON 09/11/15, AND WANTED TO RETURN IT. I THEN TOLD HER THAT WE HAD A 20% RESTOCKING FEE(WHICH IS POSTED IN OUR STORE), AND SUGGESTED THAT WE GIVE HER INSTORE CREDIT TO RESLECT DIFFERENT MERCHANDISE DUE TO THE FACT THAT THERE WAS NOTHING WRONG WITH THE CHAIR SHE HAD PICKED OUT BESIDES THE FACT OF IT BEING TO FIRM. I EXPLAINED TO HER THAT THE REASON OF THE 20% RESTOCKING FEE WAS DUE TO THE FACT THAT WE WOULD THEN HAVE TO SELL THE CHAIR AT A DISCOUNTED PRICE WITH NO WARRANTY, BECAUSE IT HAD BEEN IN SOMEONE ELSES HOME. MRS.[redacted] WAS NOT HAPPY WITH THE INSTORE CREDIT. SO MOVING FOWARD OUR RESOLUTION TO THE PROBLEM IS TO REFUND MRS. [redacted] EVERYTHING EXCEPT 20% RESTOCKING FEE OF THE PRICE OF THE CHAIR & DELIVERY CHARGE. WHICH MEANS SHE WILL GET A REFUND OF $619.84, AND WE WILL PICK UP THE MERCHANDISE AT NO CHARGE. THERE WILL BE NO INSTORE CREDIT. I HOPE THIS WILL RESOLVE THE MATTER. THANK YOU FOR YOUR TIME!

SINCERELY,

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 charge

is in dispute with my credit card. I do not accept the amount offered as

I know they will turn around and sell the chair for the same amount they sold

it to me yet say they can't but the chair looks and smells brand new

still. [redacted] stated that the reason they couldn't take it back in the

first place is because they had no way of knowing whether there were dogs in

the house or someone smoked yet the delivery guys were here for a while and all

someone has to do is ask them if they saw or heard or smelled dogs or saw

someone smoking or smelled smoke. No one in this house smokes and there

are no dogs. A couch and another recliner were delivered at the same time

from the same store yet those are not hard. The Catnapper recliner is not

only hard but the foot rest slants down to where you feel like you will fall

out of the chair and the foot rest rests part way up the leg, an inch or so

above the ankle, where the one on the sales floor was not hard nor did the foot

rest slant and the foot rest rested just below the ankles. For the money

that was spent, you would expect to get the same thing once it was

delivered. The couch and other recliner were exactly like the ones on the

sales floor and are not hard. [redacted] stated that the chair is hard as it

needs to be "worn in" yet again, the couch and other recliner are not

hard and were not from the first time we sat on them after they were delivered

so either they didn't deliver a brand new couch and recliner and just gave us

the ones from the sales floor or there is something wrong with the Catnapper

recliner. And I feel that I should actually be refunded more than what I

paid as the delivery guys damaged my wall in 2 places while moving the chair

upstairs. This company has supposedly been in business for over 100 years

and has several stores so you think they would hire professional delivery men

who knew what they were doing and how to move furniture without damaging walls,

etc. yet we heard them hit the wall when moving the recliner upstairs and they

never said anything to us about it. After they left, we noticed 2 large

gashes in the wall from where they hit it. So is Schewels going to pay to

have someone come and repair my walls? I

doubt it. As stated above, the chair

looks and smells new still as no one has used it. It sits in a bedroom

covered up to protect it from dust and sunlight. I called the store the

very next day the chair was delivered so that it wouldn’t sit here in my house

taking up space and so that they could come and get it and put it right back on

the floor for sale or back in their warehouse, wherever it came from. [redacted] did state on 9/11/15 if they took the

recliner back, they would need to sanitize it and I am sure their idea of

sanitizing is a bottle of Febreeze. They didn't sanitize nor give us a

discount on the floor model loveseat we bought. We were told no discount

could be given, even though it had been on the floor for who knows how long and

had who knows how many people touched it and sat on it, because that particular

loveseat was just put out on the sales floor days ago. I do not believe

that but have no proof of it. I am sure they can deceive customers into

believing that recliner, once taken back, has never been out of their store

just like they have deceived customers into believing there is a return policy

when there is not. All other stores, and

not just [redacted] like [redacted] stated, do have a return policy and at least a 30

day money back guarantee so you are able to try out the merchandise and know if

it will work or not before deciding on keeping it or returning it. Like I stated, it was the very next day less

than 24 hours that the chair was in my house before I called them and told them

it would not work. I would have called

sooner but the store was not open as it was not tested until about 7:00pm that

night. And the only thing I will accept

is a full refund minus the delivery charge and then someone to come repair my

walls that the delivery men damaged or reimburse me for having them repaired.

Regards,

Business

Response:

We have overridden our policy and refunded all money for the returned furniture, including the delivery fee. We do emphatically deny any damage to the customer’s home. We have met and even exceeded the customer’s expectations, and we consider 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,