It is very unfortunate that we cant find a common resolution to this problem. I believe, I did everything in my power to resolve this. I dont have any other option to offer. Thank you,Eddie
Customer was in the store and was shown all our Futon frame and futon mattress options, at that time we displayed main features and functions of the futon sofa bed. The futon mattress that was purchased in a 100% Cotton and wool Batting, when this mattress is new it may appear "lumpy" with use the...
mattress will even itself out. Customer was looking for natural mattress without foam and those type of mattresses are usually not perfectly flat due to its characteristics. As far as issue with futon cover, all futon mattresses when folding into a sofa there will be some access fabric that needs to be tucked in this is how all futons are by design. We did offer to replace the mattress for a foam one that will look flatter and more like traditional sofa, our offer was declined. As of last communication with [redacted], she agreed to return the entire purchase with 20% restocking fee plus $99 Pick up and packaging, also initial delivery is none refundable.Our store police is clearly posted on the wall as well as printed on all orders, customer signs below. Please see attachedThank you,Ed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Regarding Ed's reply he states we displayed main features and functions of the futon sofa bed. Not true. Ed was not there. The sales person ( Irina) asked if I wanted her to show me how to open the frame to convert to sofa. I said no and repeated the purchase was to be used as a couch. No demo was done .No mention was made at that time that the cotton and wool bunting needed to be broken in. ( Actually it was one of the delivery men who brought it to my attention) The mattress not only "appears" lumpy, it is lumpy and with use it is getting worse. I sat on many of the futons in the store and none looked like the mess I have. Ed commented that I "just didn't notice. The excess fabric can not be tucked in as suggested because there is no space to tuck it in. It can only be folded under. Ed's first offer was to cut the mattress in two pieces so the cover could fit better but would not eliminate the lumps. I declined the offer. Our last conversation began with Ed saying" [redacted]". This was followed by a lengthy and heated discussion that left me angry and very frustrated. In the heat of the moment I did tell him to come and remove this mess from my apartment. I have sent him pictures similar to those I've sent you .He says he sees nothing wrong, I say this is an eyesore, he says "[redacted]. I told him I should have been told about the issues with the mattress and cover. His response was "[redacted] Fees include: restocking $184.00, initial shipping $99.00, pick up and packaging $99.00, tax 33.90. Total=$415.90. I don't feel I should be charged any fee. My objective, which I stated clearly when I entered the store, was to purchase a couch that was comfortable and attractive to look at. I trusted that would be the case. Instead they sent something that is an embarrassment and an eyesore. Any help to resolve this issue most appreciated. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
It is very unfortunate that we cant find a common resolution to this problem. I believe, I did everything in my power to resolve this. I dont have any other option to offer. Thank you,Eddie
Customer was in the store and was shown all our Futon frame and futon mattress options, at that time we displayed main features and functions of the futon sofa bed. The futon mattress that was purchased in a 100% Cotton and wool Batting, when this mattress is new it may appear "lumpy" with use the...
mattress will even itself out. Customer was looking for natural mattress without foam and those type of mattresses are usually not perfectly flat due to its characteristics. As far as issue with futon cover, all futon mattresses when folding into a sofa there will be some access fabric that needs to be tucked in this is how all futons are by design. We did offer to replace the mattress for a foam one that will look flatter and more like traditional sofa, our offer was declined. As of last communication with [redacted], she agreed to return the entire purchase with 20% restocking fee plus $99 Pick up and packaging, also initial delivery is none refundable.Our store police is clearly posted on the wall as well as printed on all orders, customer signs below. Please see attachedThank you,Ed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Regarding Ed's reply he states we displayed main features and functions of the futon sofa bed. Not true. Ed was not there. The sales person ( Irina) asked if I wanted her to show me how to open the frame to convert to sofa. I said no and repeated the purchase was to be used as a couch. No demo was done .No mention was made at that time that the cotton and wool bunting needed to be broken in. ( Actually it was one of the delivery men who brought it to my attention) The mattress not only "appears" lumpy, it is lumpy and with use it is getting worse. I sat on many of the futons in the store and none looked like the mess I have. Ed commented that I "just didn't notice. The excess fabric can not be tucked in as suggested because there is no space to tuck it in. It can only be folded under. Ed's first offer was to cut the mattress in two pieces so the cover could fit better but would not eliminate the lumps. I declined the offer. Our last conversation began with Ed saying" [redacted]". This was followed by a lengthy and heated discussion that left me angry and very frustrated. In the heat of the moment I did tell him to come and remove this mess from my apartment. I have sent him pictures similar to those I've sent you .He says he sees nothing wrong, I say this is an eyesore, he says "[redacted]. I told him I should have been told about the issues with the mattress and cover. His response was "[redacted] Fees include: restocking $184.00, initial shipping $99.00, pick up and packaging $99.00, tax 33.90. Total=$415.90. I don't feel I should be charged any fee. My objective, which I stated clearly when I entered the store, was to purchase a couch that was comfortable and attractive to look at. I trusted that would be the case. Instead they sent something that is an embarrassment and an eyesore. Any help to resolve this issue most appreciated. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]