Serrano's Furniture

Initial Business Response / [redacted] (1000, 12, 2015/08/10) */ This letter is in response to a letter we received from this department relating to a customer complaint which case number is on the RE: UWe received the complaint letter on 08/05/15, because it was forwarded to the wrong branch addressWe are forwarding copies of the services issued for Mr [redacted] The first service was issued 08/03/due to a scratch on a corner wedge which was exchanged on 08/05/The second service on 10/12/was due to Mr [redacted] stating the sofa squeaked and that service was resolved on 10/22/Never had Mr [redacted] stated the sofa was broken On the last service in question made on 03/29/2015, Mr [redacted] stated the cushion seats squeaked and were sinkingWe ordered the cushions from the manufacture since indeed, the sofa set had a one year manufacturer warrantyUnfortunately the manufacturer was delayed in the shipping order of the cushion seats because it was on backorderWe had an open communication with Mr [redacted] , to let him know of the situation, and reinstated to him that we were in constant communication with the manufacturer representativesWe finally received the cushion seats 07/31/2015, and called Mr [redacted] to have his sofas serviced on our next business dayWe are currently In the process of resolving his service We tried to the best of our abilities to resolve and keep an open communication with Mr [redacted] , and our customer services is of great importance to our businessIf there are any further questions regarding this matter, please do not hesitate to call us on the phone number given above Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) no no la acepto por que les dije desde 3/29/y apenas trataron de darme una solucion supuestamente manana me los entregan manana y les falto arreglarme los respaldos del sofa hoy 8/10/me hablo [redacted] de serranos furniture y me dijo que no podia arreglarme los respaldos por que la garantia ya se habia vencido y que no podia hacer mas por mi me pregunto por que esperaron hasta el ultimo momento para tratar de arreglarlos fueron casi meses para tratar de darme una solucion a medias y no estoy conforme y quisira saber si hay alguna manera de solucionar esto o si pudieran orientarme ya que sus sillones yo ya los pague y me voy a quedar con unos sillones que no sirven de haber sabido hubiera hido ala segunda a comprarlos al fin yo ya se que ahi no hay garantia les doy las gracias a uds Revdex.com y si pudieran orientarme un poquito mas ya que la verdad no estoy conforme con el servicio que serranos furniture me dio gracias ............Translation I do not I do not accept that offerI have tried to get this resolved since 3/29/and they just now tried to give me a solutionSupposedly the cushions are going to be delivered to me tomorrowThey have failed to fix the backrest of the couchI received a call from [redacted] indicating that those could not be fixed because the guarantee had already expired and could not do more for meI wonder why they waited until the last moment to try to fix themI would like to know if there's any way to fix this or if you could guide me as I have paid the item off but they are nonfunctionalIf I would have known I would have bought them from a lower quality retailerI am not satisfied with their service Final Business Response / [redacted] (4000, 24, 2015/09/24) */ We have addressed the issues claimed by the customer from the above case numberwe are currently servicing the backrests of the customers sectionalIf further questions or concerns arise feel free to contact us Final Consumer Response / [redacted] (4200, 26, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) buenos dias para informarles que mis sillones ya fueron reparados tarde pero lo hicieron y darles las gracias a uds Revdex.com muchas gracias

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have to say something about this resolution.I will like to exchange the dinning table for other and no charge of delivery and pick up.If the exchange is less of the price refund the difference.For example my wife choose one of the price $dollars that price out the door and refund the difference.Please let me know about my suggestion.Thanks.My phone ###-###-#### or em-mail me.Call me after 4:pm please

Yes, customer has had some service issues on chairs and we have been out twice to customers home to repair or exchange the piecesDining set was delivered 9/17/so customer has had in their home over months, It is still under warranty and like we have before we will fix or exchange the problem with the chairs but cannot return for refundWe are also willing to allow customer to exchange Dining Room set as another option, customer paid $before taxes and delivery for Dining Table with Chairs, so they could get something of equal value or pay the difference if they would like a set of higher value which we would recommend to get something of better quality

Initial Business Response /* (1000, 12, 2015/08/10) */
This letter is in response to a letter we received from this department relating to a customer complaint which case number is on the RE: UWe received the complaint letter on 08/05/15, because it was forwarded to the wrong branch addressWe
are forwarding copies of the services issued for Mr***The first service was issued 08/03/due to a scratch on a corner wedge which was exchanged on 08/05/The second service on 10/12/was due to Mr*** stating the sofa squeaked and that service was resolved on 10/22/Never had Mr*** stated the sofa was broken
On the last service in question made on 03/29/2015, Mr*** stated the cushion seats squeaked and were sinkingWe ordered the cushions from the manufacture since indeed, the sofa set had a one year manufacturer warrantyUnfortunately the manufacturer was delayed in the shipping order of the cushion seats because it was on backorderWe had an open communication with Mr***, to let him know of the situation, and reinstated to him that we were in constant communication with the manufacturer representativesWe finally received the cushion seats 07/31/2015, and called Mr*** to have his sofas serviced on our next business dayWe are currently In the process of resolving his service
We tried to the best of our abilities to resolve and keep an open communication with Mr***, and our customer services is of great importance to our businessIf there are any further questions regarding this matter, please do not hesitate to call us on the phone number given above
Initial Consumer Rebuttal /* (3000, 14, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no no la acepto por que les dije desde 3/29/y apenas trataron de darme una solucion supuestamente manana me los entregan manana y les falto arreglarme los respaldos del sofa hoy 8/10/me hablo *** de serranos furniture y me dijo que no podia arreglarme los respaldos por que la garantia ya se habia vencido y que no podia hacer mas por mi me pregunto por que esperaron hasta el ultimo momento para tratar de arreglarlos fueron casi meses para tratar de darme una solucion a medias y no estoy conforme y quisira saber si hay alguna manera de solucionar esto o si pudieran orientarme ya que sus sillones yo ya los pague y me voy a quedar con unos sillones que no sirven de haber sabido hubiera hido ala segunda a comprarlos al fin yo ya se que ahi no hay garantia les doy las gracias a uds Revdex.com y si pudieran orientarme un poquito mas ya que la verdad no estoy conforme con el servicio que serranos furniture me dio gracias
............Translation
I do not I do not accept that offerI have tried to get this resolved since 3/29/and they just now tried to give me a solutionSupposedly the cushions are going to be delivered to me tomorrowThey have failed to fix the backrest of the couchI received a call from *** indicating that those could not be fixed because the guarantee had already expired and could not do more for meI wonder why they waited until the last moment to try to fix themI would like to know if there's any way to fix this or if you could guide me as I have paid the item off but they are nonfunctionalIf I would have known I would have bought them from a lower quality retailerI am not satisfied with their service
Final Business Response /* (4000, 24, 2015/09/24) */
We have addressed the issues claimed by the customer from the above case numberwe are currently servicing the backrests of the customers sectionalIf further questions or concerns arise feel free to contact us
Final Consumer Response /* (4200, 26, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
buenos dias para informarles que mis sillones ya fueron reparados tarde pero lo hicieron y darles las gracias a uds Revdex.com muchas gracias

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have to say something about this resolution.I will like to exchange the dinning table for other and no charge of delivery and pick up.If the exchange is less of the price refund the difference.For example my wife choose one of the price $dollars that price out the door and refund the difference.Please let me know about my suggestion.Thanks.My phone ###-###-#### or em-mail me.Call me after 4:pm please

Serrano's Furniture first and foremost apologizes for the said treatment on our behalf. The incident has been addressed. Unfortunately, we are unable to go into grave detailregarding the entire situation. However, Serrano's Furniture stands firm and will not condone for the
mistreating of it's consumers. We thank Mrs*** for taking the timein bringing the situation to light and will use the scenario for training to avoid this in the future. Mrs*** may contact our corporate office @ *** *** *** for future needs, and resolvingof pending matters. Thank you

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: ***Operations
Contact Phone: XXX-XXX-XXXX x***
Contact Email: ***@gmail.com
This customer purchased a Bonded Leather set which is stated on her invoiceBonded leather is a only a portion
leather and the rest is vinyl, customers usually choose a Bonded versus a All Leather because its a 1/of the priceThe year warranty the customer purchased is an Accidental coverage warranty that doesn't cover this type of damage and yes our warranty period is for year for Manufacturer DefectsHowever we, Serranos Furniture, are willing to help our customer with the following option; we will give customer a Store Credit for Half of what she paid for the Sofa/Loveseat which was $for her to purchase a new set to exchangeWe are offering half credit because we have to consider customer has had sofas for almost years

Initial Business Response /* (1000, 8, 2015/06/08) */
This letter is in response to a letter we received from this department relating to a customer complaint which case number is on the RE: #We apologize for the delay in the response, however, we received the complaint letter on 06/XXXXX due to
the fact that it was forwarded to the wrong addressThe New Classics pcDining set was purchased on March 29, Mr*** left a down payment of $We called him a day or two later to let him know that there was a delay in the delivery due to circumstances that were beyond our reachWe called Mr*** to inform him about the situation and agreed to have our display model delivery since he needed it before EasterThe display model was delivered and he did not pay for the delivery fee, which is payable when service is renderedA couple days later we called to ask when they would bring in the delivery fee and his wife said that they weren't paying the delivery fee because she was not satisfied with the dining set since it had a couple of scratchesWe let her know Mr*** whom is on the contract by himself agreed to have the display model delivered as is
In good faith, we agreed to have the dining set exchanged to comply with their standards, since we had received another shipment of the same dining setsFor 2-weeks we were unable to get in contact with Mr*** for the exchangeWe finally got in contact with Mr***, but by this time the finance company rejected their contractWe offered to finance through another finance company, but they stated they did not wish to finance through another company, and that they had no intentions of giving back the dining set
On April 30, 2015, over a month after the initial purchase, ***'s Furniture truck arrived at Smith AveAptB in Dinuba to repossess the dining setA day prior, both parties agreed to refund the deposit less 20% as a restocking fee if in fact the dining set was in good conditionsThe down payment was not refundable due to the fact that the table and chairs were plagued with cockroaches
An eyewitness usually accompanies the truck drivers when they go on repossession, as in the case, to verify that everything is in a satisfactory manner, but unfortunately, in this case, the dining set was plagued with cockroachesWe had to clean the dining set before loading it inside the truckConsequently, the store suffered a total lossAfter informing Mr***'s wife of the situation, she called the store to threaten and intimidate our employees stating she was going to come into the business and break everything inside the storeWe called Dinuba PD and Officer Chad Georges got our statementThe case number is: XXX-XX-XXXXAn important notice in the contract that we give to our customers, is that all sales are final, and the invoices clearly state that we do not give exchanges or refunds due to roach infestations which automatically voids all warrantiesWe are enclosing a copy of such contract along with this letter, to verify that this is trueAlso included is a copy of the fetter that Mr*** asked us to write for him so that he can present to his landlord, because he wanted his landlord to address the issue of the infestation
Our customer service is one of our priorities, we felt we addressed the issue as best to our abilitiesWe are willing to seek advice from the Revdex.com to clarify this matter, and resolve the dispute with our customerIf any further questions regarding this matter arise, please do not hesitate to call us on the phone number provided above

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: ***Operations
Contact Phone: ***
Contact Email: ***@gmail.com
After inspecting and repairing sofas we gave customer option to re-select them even though the defect she is
referring is more of a wear and tear situationThese particular sofas are meant to be plush and therefore the seats are softerHowever they are still under warranty and we don't have a problem servicing themIn regards to paying the difference in cash if she were to re-select is simply because the Financing Contract can not be modified after delivery
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothese couched are not meant to be more plush, the cushions are fineit's the boards inside the couchesAnd they are wrong! They just don't want to be responsible for their productsI will never buy from them again
Final Business Response /* (4000, 9, 2015/08/18) */
We are sorry customer feels this way but we will leave their service order open for the next days if they decide for us to service themWe will pick them up, fix them and return them to her at no charge

Yes, customer has had some service issues on chairs and we have been out twice to customers home to repair or exchange the piecesDining set was delivered 9/17/so customer has had in their home over months, It is still under warranty and like we have before we will fix or exchange the
problem with the chairs but cannot return for refundWe are also willing to allow customer to exchange Dining Room set as another option, customer paid $before taxes and delivery for Dining Table with Chairs, so they could get something of equal value or pay the difference if they would like a set of higher value which we would recommend to get something of better quality

Initial Business Response /* (1000, 8, 2015/11/19) */
Contact Name and Title: I***
Contact Phone: ***
Contact Email: ***@gmail.com
We are sorry for the miscommunication regarding Mrs *** *** purchaseAll pricing for items in our showrooms
are itemized and packaged, mattresses are priced individually because not all are purchased with boxspringLike in this case the bed that was purchased is a Platform bed which doesn't require a boxspring foundation because they have a slat kit that supports the mattressI understand that there could have been a misunderstanding or miscommunication but to be clear Mrs *** was not charged for the foundation, only for the mattress and we think its fair that if she wants the foundation she should be charged for themNow we are willing to sell them to her at our cost instead of retail because of this situationRetail on the two boxsprings is $but we will only charge her our cost of $for them even though we suggest that she doesn't need them

Yes customer originally purchased a bed on 11/25/with a $deposit and on 12/4/we allowed customer to re-select to a Dining Set which is not something we usually doOn the invoice the customer signs it states "All Sales are Final, No Refunds or Exchanges" which the customer signed on both
invoicesAfter customer re-selected to the Dining there was a few phone calls made in attempt to notify her dining set is available and for her to come and pay the balance for us to deliver in which we didn't get an answer After not hearing from customer for over months sale was cancelled, but we did offer her as she stated full credit to use the $towards another purchase or for the dining set which we still have availableIf customer had communicated better with us we might have been able to work something out but that wasn't the case and our policies are clear on the invoice which she signed twice