Sleepers In Seattle

Complaint: ***
I am rejecting this response because: please see attached file. Dear Revdex.com:I am in receipt of the letter dated December
2, from Sleepers In Seattle ("SIS")
regarding the above-mentioned complaint number.
This letter is a reply to the aforementioned letter from SIS.On September 27, 2016, I contacted SIS
regarding the Savvy Lincoln chaise sectional sleeper sofa ("Sofa"). The reason I initially contacted SIS was to determine
if the Sofa would fit inside the elevator of my apartment building.Per my phone conversation with David F(employee
of SIS), I provided the requested information, which included the dimensions of
the elevator doorway (81" x 31.5").
Per the language of SIS's "Return and Guarantee Policy" posted
to the SIS website ("Return
Policy"), which states to "Please
consider all relevant dimensions of your home, as well as the sleeper sofa
desired, when ordering", I considered the dimensions of my
elevator, apartment and the Sofa, which is why I contacted SIS prior to my
purchase order for the Sofa. At no point
during my communications with SIS (prior to purchasing the Sofa) was a concern
or issue raised as to the delivery of the Sofa into my apartment unit. Instead, David Fconfirmed that "there would be
no trouble getting through the doorway [of the elevator]". Since my apartment doorway dimensions (78.5"
x 34.5") are very similar to the elevator doorway
dimensions, I purchased the Sofa without concern that the delivery of the Sofa
would later become a substantive issue Had
SIS stated or raised any concerns or issues regarding delivery, I would have
reconsidered the purchase of the Sofa.
As a consumer, I expected any concerns or issues to be raised by SIS (as
a party knowledgeable of furniture products and furniture delivery).On October 26, 2016, a delivery service
("Delivery Company")
attempted to deliver the Sofa to my apartment unit. I was not present at the time when the
Delivery Company first arrived at my apartment with the Sofa; however, I
arrived when the Delivery Company was loading the Sofa back onto its delivery
truck. The Delivery Company stated that
the Sofa was not going to fit through the elevator entrance doorway The Delivery Company informed that for them to
attempt another delivery, I am required to pay them additional money; the
Delivery Company did not consider or attempt to deliver the Sofa via another
route (such as the stairwell in my apartment building), as confirmed by my mother
who was present at the time when the Sofa was taken in and out from my
apartment building. It is my
understanding that the Delivery Company took the Sofa back to the warehouse. After the failed delivery, I contacted SIS
immediately. To this date, a second
delivery attempt has not been made by SIS and the Delivery Company.The
Return Policy states that "We [SIS] do
everything in our power, from our initial contact to the time we pull out of
your driveway, in order to ensure that we deliver the perfect sleeper sofa into
your home." Further, the
Return Policy states that "Our [SIS]
logistics team is well-trained, and will make every reasonable attempt to
complete your delivery without exception." I expected that SIS, over the past six (6)
weeks, would have fulfilled its obligation to make all reasonable attempts to
deliver the Sofa. However, no consideration
or attempt has been made, in good faith, to use the stairwell in my apartment
building for delivery of the Sofa to my apartment unit, which is a
reasonable route and method for delivery of the Sofa. Similar to the Delivery Company (which
refused to continue the delivery of the Sofa unless paid additional
compensation), SIS has refused to attempt a second delivery attempt without attaching
a stipulation to such second delivery (such as my payment of additional money
for the second delivery attempt, or my agreement to pay a $transit cost
fee). I believe that the above quoted
language has not been honored by SIS, which is the main cause for my
frustration with the Sofa purchase transaction and why I seek a full refund for
the purchase price of the Sofa; I have been trying for the past six (6) weeks to resolve this delivery issue to no
avail. I cannot continue to spend time and resources
struggling with SIS in order to have SIS deliver the Sofa to my apartment in
accordance with its policy.As to
the Return Policy, I find the language to not be so clear with respect to
transit costs. The Return Policy states
"if the sofa bed you have purchased will not
fit through a doorway or into your home, the piece can only be sent back to our
facilities via our Returns Work Together program." (emphasis added). I am not familiar with the "Returns Work
Together program", nor am I familiar with the terms and conditions of such
program. As such, on November 29, 2016,
I requested a copy of the Returns Work Together program from SIS. I want to read and understand the terms and
conditions of the Returns Work Together program as it applies to my situation
and the payment of transit costs when the furniture is not delivered and for
which I never took possession. To this
date, SIS has not supplied a copy of the Returns Work Together program per my
request, and no copy is available on the SIS website.Further,
the Return Policy (the portion of the Return Policy cited by SIS in its letter
dated December 7, 2016) states the following:"We understand that unfortunate things happen, and minds
get changed. That is the impetus
behind our Returns Work Together program. If, for any reason, the
furniture we deliver will not work in your home, please call or email with
your invoice number in order to initiate a return Product will need to be in original condition in order to process return, and initiated within days of your scheduled home
delivery. We will return your payment entirely, less our roundtrip
transit costs. Please keep in mind this will include our costs to ship
the furniture to your home, and back to our facility." (emphasis added).Again, the
"Returns Work Together program" is referenced with respect to the
return of a purchases piece of furniture; however, the terms and conditions of
such program remain unknown. Moreover,
the language of the aforesaid provision implies that the furniture was
delivered to the customer and the customer took possession of the furniture
from SIS, but then later the customer changed his or her mind (for whatever
reason) and wants to return the furniture.
This is not my situation; the above quoted language appears to apply
when a customer voluntarily changes his or her mind about the furniture
ordered, rather than a failure to deliver the furniture for which the customer
has not yet received. Since October 26, 2016,
my numerous and repeated communications with SIS have been with respect to delivery
of the Sofa to my apartment unit, however, SIS has refused to "make every reasonable attempt to complete [my]
delivery without exception" unless I either (i)
pay for the delivery attempt (with the condition that if the delivery is not
feasible, then I am responsible for the $transit cost fee), and/or (ii) accept
a refund for the Sofa but agree to pay a $transit cost fee. On November 30, 2016, at the same time I
requested a copy of the Returns Work Together program from SIS, I also
requested (from SIS) a copy of the initial shipping invoice/receipt for the
Sofa (or bill of lading, or any other shipping documentation) to substantiate
the $transit cost fee that SIS insists that I am obligated to pay. To date, still, SIS has not supplied a copy
of such shipping documentation.I have
been trying for the past six (6) weeks to
have SIS deliver the Sofa in accordance with its Return Policy standards;
nonetheless, no resolution has come to fruition I purchased the Sofa with the intent of my
mother sleeping on it when she stayed with me at my apartment. For this reason, I urged David Fto respond
within a day to my emails as this is a critical matter for us In spite of this request, my emails have not
been answered in a reasonable time frame At this time, and given that more than two (2)
months have passed since the placement of my order of the Sofa, I request that
SIS refund the entire purchase price for the Sofa.Sincerely,*** ***

Prior to buying the sofa from Sleepers In Seattle, I called their customer service and asked if the packaged sofa would fit into the elevator in my apartment building David Fadvised me to email him the elevator doorway H x W measurements to make that determinationAfter I emailed him the dimensions (81”x31.5”), he replied saying that “getting the sofa through the doorway should be no trouble” and asked me if there was additional height inside the elevator I replied saying that there was extra height and width inside the elevator
Since my apartment doorway dimensions are very similar to the elevator doorway dimensions (my apartment doorway is 78.5” x 34.5”), I chose the Bronze delivery service which includes the free delivery inside the apartment
The delivery men brought the sofa inside the apartment building through the side entrance door (76” x 32”) and said that it was not going to fit through the elevator entrance doorway and took the couch back to the warehouse
I con

I bought a microfiber sofa through Houzz
The color represented online does not represent the color of the sofa I received - my sofa is about shades lighter than the representation and more cool or gray in colorI bought the sofa for the gold color as represented onlineWhile I expect colors can be slightly off when buying online, not drastically different
The Savvy Home customer service manager refused to acknowledge my dissatisfaction and work with me on the return, despite her recognition that the color of the sofa looks very different in different lightingAfter almost two weeks of back and forth emails, she offered only $discount on a $return shipping quote and a 25% restocking fee (yet claimed she wanted to come to a "resolution")This adds up to $that I would lose, half of the cost of the sofa
Savvy Home did not seem to care whether I was happy or not, and decided it was OK to lose my business and potentially other's business for the sake of a few hundred dollarsThey could have offered me at least to waive the 25% restocking fee, but absolutely refused to compromise
I made a mistake buying this sofa online, but I've never experienced being dismissed as a customer so severely that I'm now stuck with a product I don't like, isn't the right color and I have to absorb all of the costs
It seemed serving their own self interest was the highest priority in this transaction, completely ignoring my input as the customer
The photo (the manager sent to me) is her swatch (the swatch mailed to me looks completely different), compared to her monitor's online photo compared to the photo taken by me of the sofa I received Not even close

I purchased a sofa sleeper When delivered, they were not able to the room of my choice I asked them to return it to their storage and disassemble it so that it could be moved into that room They charged me $to disassemble it When they returned the sofa, not only they damaged it, they never disassemble it enough to be taken when I wanted I called them several times they finally refused to fix the damage and refund me the money they charged for disassembling the sofa Now I have a damaged sofa in a location that I cannot use, and I also paid extra money for something they didn't do

Amazing experience Their website clearly had the best experience, and received my product in less than the estimated timeframe Very happy customer

Ordered an American Leather comfort sleeper It is PERFECT in the way it looks and comfort! I like it so much, I've ordered a second Sleepers in Seattle have been wonderful to work with

I had a Natuzzi leather swivel/rocker chair and wanted two more in a different colorI researched and found Savvy Homes in Seattle offered the chairI contacted *** ***, a sales agent, who mailed me samples in black leatherHe guaranteed he could get the product, delivery was free, there was an additional charge for soft leatherI ordered the two chairs in the soft black leather on 5/5/and paid 1/or $776.50, which I paid by Credit cardWithout notice, Savvy Homes charged my credit card on 8/21/the remaining $and I understood it was being shipped after callingI received the delivery on 9/10/and immediately called *** as he suggestedOne was totally damaged and broken, the other had holes*** told me to accept them, note the damage with the shippers and they would forward the pictures to himHe said if I accept them, it would expedite the claims processI never heard after thisWhen I called, he said to send him the shipping form and damages and

On May 1, 2016, I contacted Sleepers in Seattle to inquire about the minimum doorway allowance for a particular sofa we were interested in purchasing, as I knew that our doorways were smallI received a response stating that "The minimum door width for easy entry should be 29"If you remove the feet, it should fit through without issueIn the event you run into any additional trouble, this sofa can actually be completely disassembled." The rep further went on to talk up the sale and say "We are currently offering free delivery nationwideAlso, as an out-of-state customer, you would not be charged any sales taxSo, for example, this price of $would indeed be 100% final." Based on the info from this representative, we ordered the sofaFrom there, our issues beganNot enough characters to explain in detail, but these are our complaints in chronological orderFirst attempted delivery of sofa was weeks after order when they gave us a 4-week time frameWe ordered it for ou

I have ordered a sofa and was told it would take 4-weeks to deliverNow I am being told it will take weeksWhen I called the store and talked to the manager he said there was nothing they could do and if I wanted a refund I would have to pay the shipping both ways, $and the sofa costs $1,So I would only be refunded $1,If I was told that it could take weeks or longer I would have purchased a sofa somewhere elseNot only did they not care at all about getting me what I paid for they were very unprofessional handing my issueI still don't have the sofa, so I paid for something I never got and don't know if or when I will ever get it

This store does not deliver on its promise of "quick ship" products nor does it follow through on its customer service promises This store advertises on its website that it has products available for "quick ship" which they define as "available to ship immediately, and will be delivered to your home within seven to ten days." My experience was nothing but quick I placed the order over three weeks ago, and still do not have the couch First, the store failed to record my order as a "quick ship" order, and this was only corrected after I called them a week after placing my order Then the delivery agent called, offering to deliver only on Tuesdays Since Tuesday did not work for me, the store offered to speak with the delivery agent and promised that the delivery agent would "work with my schedule." A week and half later, after many phone calls back and forth, the couch was still not delivered, and the delivery agent told me that they had "no notes of any request" from the store to deliver on any other dates, even though I had previously provided the store with other dates and times I ended up having to fight for a Friday delivery date by telling the delivery agent myself that the Tuesday they were offering simply did not work for me as I could not be there When I finally secured a date on my own, the manager of the store had nothing to say about all of this other than "sorry it took longer than we would have liked" and, when pressed about what else he had to say about the situation, simply said there was nothing else to say When I asked for his superior's contact information, he said the owner is his boss, and he would not under any circumstances provide the owner's information, as the owner apparently doesn't deal with any customer service issues For a small company like this, with products whose prices are not exactly inexpensive, there should be a chain of command where customer service problems are escalated to a competent manager who can review the facts and offer the customer some sort of resolution other than having the customer resolve things on their own with no help from anyone at the store If the owner cares this little about customer service, perhaps he/she should reconsider the current management at the store who are so ill-equipped to deal with customer complaints

Complaint: ***I am rejecting this response because: Included in my paperwork is a lifetime warranty. The furniture was reported broken after weeks. I was informed at that week mark that it would cost me $to ship back. I am asking that the warranty I was given be honored Furniture should last more than weeks. The first photo is the sofa as pictured online at the time of purchase The sofa delivered looks nothing like what I received. The others photos of what I received . These photos were take Jan 2, 2015. I was out of town for the holidays Dec 17-jan2. You will notice the sagging and piling material. I live alone and have no pets. On the day of delivery I called to ask about the pillows as advertised/pictured and have had no response.Sincerely,*** ***

Stay away from this Company!!! Their products are garbage and they stall you with repairs so you go past the day warranty period!! The delivery was delayed, the product had several damages (still not repaired after months) and the pull out sofa damaged my brand new hard wood floors and they refused to compensate!!

Complaint: ***
I am rejecting this response because I am not willing to wait any longer for this productI believe weeks is quite long enoughI no longer want the ottoman and have told the business this several times via telephoneWhat I want is a full refund
Sincerely,
*** ***

Dear Revdex.com:
Three days after the *** ordered a custom sleeper sofa and several accessories from us,our Accounts Manager spoke with Mrs*** by phone, and informed her that themanufacturer had just told us the leather on the ***’ sofa order was out of stockWeoffered the *** their choice: to switch to a different leather for immediate production, orto wait for the leather they had chosen to be restocked, which would cause a delay ofapproximately weeksMrs*** specified that they would maintain the original leatheron the order, with full understanding of the potential delay for their sofaThis advanced theirestimated arrival date by weeks, putting the new estimated arrival in late DecemberWe thenemailed the *** written confirmation of our discussion, for their and our reference
Once the leather they had ordered was restocked, the ***’ sofa entered production andwas completed on timeWe monitored the progress of this order through the factory, andcontinued to monitor it through the shipping process, as we do for all our customersAt eachstep we responded to the ***’ questions and concernsThe majority of their emails havecorresponded with our Operations Manager, David
Based on information provided to us by the manufacturer, we expected the ***’ sofa toship around 12/15, and we informed the *** of this via emailAs the sofa would shipdirect from the manufacturer in North Carolina* to the ***’ home in Kentucky, weanticipated a swift shipment, estimated to be complete in one week
Our lead times are approximate and we do not guarantee them, due to the many factors inproduction and shipping that are beyond our controlThe leather stock delay, which the *** understood and accepted, is one such exampleAt no time did we promise anyspecific date for delivery of their orderFactoring in the production delay, the sofa was built toorder and completed on timeWe had every expectation that delivery would also occur withinthe to week estimated lead time, and we were prepared to press our shipping agent toexpedite the order if necessaryWe communicated all this to the *** clearly andconsistently
The ***’ initial order on 10/25/included outbound shipping and delivery to their homeof all items they ordered, including a custom built new sofa, a pair of memory foam pillows, anextended leather warranty, and upgraded Platinum delivery serviceThe pillows were shipped tothe *** in November, and arrived a few weeks agoThe *** were not chargedany additional funds for receiving this part of their order ahead of the sofa
On 12/18, Mr*** contacted us by email requesting to cancel his order, which by thenwas complete and in transit to his homeOn 12/20, he emailed again to inform us that he hadsent the memory foam pillows back to our store via USPS Priority Mail at his own expense.Our Terms of Sale are brief and clearThe *** indicated their legal agreement to theseterms on 10/when they placed their orderThe terms state, in part:
[P]lease call or email with your invoice number in order to initiate a return… We willreturn your payment entirely, less our roundtrip transit costsPlease keep in mind thiswill include our costs to ship the furniture to your home, and back to our facility….Please call or email within hours of placing your order to cancel a purchase… Afterthis hour time period, costs will be assessed as if your sleeper has already left ourfacilities
Following Mr***’s request to cancel the order, we promptly notified the shippingcompany of the change in order status, and instructed them to place the sofa in return shipping toour storeWe have provided the *** a refund for their order, along with a clear outlineand documentation of the shipping charges that were deducted
Sincerely,
Elizabeth H***Sleepers in Seattle

*** Please See Attached Documents ***
*** ***Revdex.com Resolutions ConsultantRevdex.comPO Box 1000DuPont, WA 98327Re: Revdex.com Complaint ID: *** (***)Dear *** ***,We regret the delays that occurred in the attempted repair of Mr*** Lazar Pelham Paragon SleeperWe did
not have a regular repair tech in his area and we initially had difficulty finding one who was able to service a Lazar sleeper of this sortEventually, we hired a tech affiliated with *** ***, a national network of furniture repair companies that we had worked with numerous times in other parts of the countryUpon completion of their inspection, we received no official report, but they did say that they could complete the repair for Mr*** and that the only part we would need to order is a new foot, which we ordered right away from Lazar IndustriesNumerous requests were made with them to provide more details regarding the nature of the mechanism repair but we received no responseThe information provided by Mr*** is the most detailed description of *** ***’s repair plans that we have yet seenWe would not approve the repairs as described in Mr*** complaintBased on the information we have now been provided, we are happy to resolve this by ordering the factory sleeper mid-section from Lazar and ship it directly to *** *** to complete the repair and installationI will contact *** *** and Lazar and have the order placed and their services secured within business days of today.Best Regards,Ted C*** Customer Service Manager Sleepers in Seattle/Savvy Home Phone: *** *** *** *** *** *** *** www.sleepersinseattle.com www.savvyhomestore.com

We purchased the Savvy Palo Alto True Sectional Sleeper Sofa from Sleepers in Seattle on November 28th, Having a 4th story apartment in Jersey City with elevator access and two wide stairwells we understood at least one piece of the couch would likely need to be carried up the stairsAs advertised on the company website there is ‘FREE White-Glove Home Delivery Nationwide’We purchased the Platinum Level delivery which is described on the company website as “Platinum Level delivery for $65, and includes inside delivery to any room in your home, as well as unpacking, and stair-carry if necessary (http://www.sleepersinseattle.com/content/free-white-glove-delivery)We even take out the trash when we leave!” Summary: I ordered couch with Platinum Level delivery for $to include ‘Stair Carry, if necessary’1st delivery attempted on Monday, January 18th2-man crew (3PL Seko) unable to stair carry, said to return on following Saturday with 4-man crewNo mention of add

We sincerely apologize that Ms. *** isn't satisfied, however, per her request, we have provided her with a refund and accepted a return of her custom made sectional. Her refund amount was based on the terms outlined in our Returns Work Together program, which she agreed to at the time of purchase and as outlined on our web site. We now consider this matter closed

Been trying for weeks to get customer service to help us with a broken sleeper sofa Have begged for a manger to get involved at this point They claim to be sending a replace mechanism in to weeks but wont tell me costs I will NEVER recommend this company

Regarding ID Number: *** Dear Sir or Madam, After exchanging many emails, our customer purchased a custom sleeper sofa, arm chair and ottoman on 11/18/The furniture was built for her and delivered on 12/15/At that point she signed off on a Proof of Delivery form saying that the
furniture had been received in "good order and condition." No indication was made of "Different size cushion, material sagging and piling, chaise size did not match the ottoman and has an overhang of 10", wood cracking." On 12/17/she emailed to say that everything had arrived and asked a question about the throw pillows, our customer service manager responded the same day to ask for more detailsShe didn't get back to us until 1/2/when she mentioned "material is flawed/the cushions ore not the same size and it if slanted so when you sit on it you are leaning to the rightThere is actual pilling on the cushions." Again our customer service manager responded same day and exchanged several emails with her over the next few daysWe confirmed that the correct items arrivedThe fabric she selected is chenille and has quite a bit of texture, leading to a soft, almost fuzzy, appearanceShe sent photos that we then forwarded to the manufacturer who assessed that her furniture "looks in good condition and meets manufacturer warranty." Our terms of sale allow a customer to return her purchaseThe return needs to be initiated within days of delivery and the customer is responsible for the actual round trip freight charges for her itemsOur customer didn't indicate that she wanted to return within the day period and was also unwilling to pay the freight chargesAfter checking our records, I found that we don't have any emails or incoming calls from her after early JanuaryThe next cant contact we had was from her credit card companies: inquiries in late January, chargebacks from mid-February to mid-April and pre-arbitration notices in late April to mid-May, all responded to and found in our favorFeel free to contact us with any questions or concerns

Dear Revdex.com:We have promptly and accurately provided all the information the *** requested, fullyabided by our contract with them, and provided additional services beyond the terms of ourcontract in our efforts to resolve this matter amicably.Before the *** made their purchase, they were provided with the general lead times for thesofa they wanted, its measurements in every dimension, the minimum door width we recommendfor that model, the price for its sale including delivery to their home, and instructions fordisassembling the sofa should they find it necessaryThis information was all given before the*** used the automated checkout system on our website to place their order.We did not guarantee any arrival deadline for the furnitureWe did not state that our deliveriesinclude free professional disassemblyNo such pledges were ever made to the ***, nor arethey included in our Terms of Sale.When the *** requested the status of their shipment in progress, we promptly providedtracking informationAs a courtesy, because their order arrived a few weeks after the projectedlead time, we offered to refund their Platinum delivery feeThis offer was above and beyond ouroriginal contractThe *** accepted this offer and the refund was providedWe thereforeconsidered the matter of shipping time resolved* Our previous letter responding to the Revdex.com complaint stated incorrectly that delivery occurred on July Thedelivery date was July We apologize for the error, which was due to a technical issue with our documents.When the delivery arrived*, it would not fit through the ***’ door and the *** declinedto perform disassemblyWe promptly sought to resolve the issue by offering several options forthe *** to get their purchase into their homeThey accepted none of the options we offered,and instead asked that we provide a free second delivery and free professional disassemblyOurTerms of Sale do not provide for our store to cover those costs.As a further effort to resolve the matter, we went beyond our contract and offered to complete asecond delivery at our own expenseWe also found a service that could provide professionaldisassembly at the ***’ expense, at a cost to them of about $The *** rejected thiscompromise and requested to return their purchase to our store instead, at a cost to them of about$750.The return policy in our Terms of Sale is brief and quite clear; customers who choose to return apurchase must initiate the return within days of scheduled home delivery, and are responsiblefor roundtrip shipping costsRefunds are normally provided with shipping costs deducted afterthe shipment returns to usBefore processing this return, we explained the shipping costs andthe *** confirmed their intentIn the interest of an amicable settlement, we have again gonebeyond our contract and provided the *** their refund less estimated shipping costs, inadvance of the return shipmentThey already have their money backWhen we receive thecompleted shipping invoices from our freight company, we will provide the invoices to the***Should the shipping costs prove lower than estimated, we will refund the difference.Throughout this process, the *** have discussed their concerns at length with the SalesManager and Customer Service Manager, as well as several of our staff.Sincerely,/sElizabeth H***Sleepers in Seattle