Sleepers In Seattle

Dear Revdex.com:On May 1, *** and *** *** submitted a query through our website expressing interest inthe Stanton U-shape Sectional sofaThey had selected it using our website, which specifiesthe dimensions of each sofa we sell and lists the approximate lead time for a custom
order of thatitemTheir query asked: “Will the sectional come in pieces? What is the minimum width ofdoorway necessary to be able to get this sofa through the doorway?”We replied via email on May 2, explaining that the sectional comes in two pieces, werecommend a 29” clearance for that model if only the feet are removed, and that the sofa couldbe completely disassembled if the customers ran into any difficultiesWith this email, weincluded our usual set of instructions for disassembly, including a 2-page document and link to aYouTube demonstration videoLater that day, the *** ordered the sectional through ourwebsite.On May 31, *** *** contacted us through our website requesting an update on the status oftheir sofa, which was in productionThe same day, we replied by email informing them that thelead time was approximately 4-weeks and estimating their sofa would arrive in late June orearly July.On July 12, *** emailed us requesting a more detailed arrival dateThe same day, weresponded with tracking info from our shipping agent*** replied expressing dissatisfactionover the shipping time, and we promptly responded with our apologies, and explained we hadcontacted our shipper and requested that they expedite the orderAdditionally we agreed to refund the Platinum delivery fee they had paid, which was $This refund was processedshortly after.On July 14, the sectional was delivered to the ***’ homeUnfortunately, one or more oftheir doorways was too small to accommodate the sectionalAs disassembly is not included inour standard delivery options, the delivery team was unprepared to take apart the sofa on site.Although we had sent the *** instructions for disassembly to fit it through a smallerdoorway, the *** did not disassemble the sofa, nor would they accept delivery to anotherarea of the home, so the sectional was returned to the warehouseFollowing this, we beganinvestigating options to have the sofa professionally disassembled, redelivered and reassembledon site.On July 22, we contacted the ***, apologizing for the delivery issue and requesting ameasurement of the problem doorwayOn July 25, *** *** responded requesting a fullrefund, with the belief that disassembly would damage the product, and alleging that we“misled” our customersOn July 26, we responded explaining that this sofa is designed to beeasily disassembled with no damage, and repeating our request for the doorway measurement sothat we could find a service to complete deliveryWe stated that disassembly and repeatdelivery would be at the ***’ expense, as these are not covered by our Platinum deliveryoption, and offered a couple of alternatives if they did not want to pay for these servicesOnealternative we mentioned was our Returns Work Together policy, which allows customers toreturn an item within days of deliveryAccording to this policy, which the *** signed aspart of the Terms of Sale, such returns receive a refund with roundtrip shipping costs deducted.We explained that in the case of this sofa and this delivery address, the shipping costs wouldtotal approximately $if the *** wished to return their sofaWe do not mark up ourshipping charges; what the shipping partner bills us is exactly what the customer pays.The same day, the customers responded alleging a variety of promises and deceptions on the partof Sleepers in Seattle, stating that their smallest doorway was 26.5” wide and reiterating theirrequest for a refundHowever, they declined to abide by the sale terms and stated they wouldnot pay the shipping cost.On July 28, we emailed the *** repeating the options for settlement: redelivery and/ordisassembly of the sofa at the ***’ expense; a return for refund with shipping costsdeducted; or the *** could pick up the furniture at the warehouse and and disassemble itthemselvesThey replied the same day stating that the only satisfactory options would be freeredelivery with included free disassembly, or a return and refund.On August 1, we emailed the *** explaining the options permitted by our terms of sale oncemoreThe same day, they sent an email requesting to begin the return process, alleging we hadgiven “information” to close the sale, and requesting shipping invoices to confirm theroundtrip shipping chargeWe promptly queried our shipping agent and informed the ***that outbound shipping had cost $336.08, attaching the invoice, and that return shipping was likely to cost approximately $450, as repacking and returning furniture incurs additional charges.More correspondence ensued, expressing the ***’ dissatisfaction.On August 4, we responded with a compromise offer: to have Sleepers in Seattle cover the costof a second delivery, and the *** to handle disassemblyWe included the best quote wewere able to obtain on disassembly, a charge of $from furniture tech Guardsman, forwhich the *** would be responsible if they accepted this compromiseThe *** declineda free second delivery and insisted on returning their sofa directly from the warehouse to ourstoreTo this end, we have provided the refund less shipping costs, and instructed our deliveryagent to repack the sofa and begin the return process.In conclusion, we gave our customers all the information they needed to select an appropriatepiece of furniture, and we answered all the questions they asked in a timely mannerWe did notprovide information or fail to communicate at any pointWe regret that their customizedfurniture arrived weeks after the order, but at no point did we provide any guarantee of ourlead times; they are clearly labeled “approximate.” We likewise regret the failure of the firstdelivery, but this occurred due to facts of which we were not informed until it was too late:namely, that the ***’ doorway was too small to accommodate the sectional in its normaldelivery state, and that the *** were unwilling to disassemble the sofa or accept delivery toanother part of their home.We abided by all the terms of our contract with the *** and ended with the only offer theywere willing to accept, which was returning their purchaseThis return is in progress now, andwe have already provided the agreed refund.Sincerely,/sElizabeth H***Sleepers in Seattle

Dear Revdex.com:On September 27, 2016, *** *** contacted our store through our website, requestinginformation about our Savvy Lincoln chaise sectional sleeper sofa, and she provided thedimensions of the doors to the elevator in her buildingShe noted the height of the
elevatordoorway was 81”.We replied the same day by email explaining: The Lincoln will ship as two separate pieces,and I have put the approximate dimensions belowWhile getting through the doorwayshould be no trouble, is there additional height once inside the elevator? As the sleeperis 82", it would need additional room once inside1-arm Chaise: 59" x 31" x 30" 1-armQueen: 82" x 39" x 30"Ms*** then placed an order for that sofa using the automated purchase system on ourwebsite, and paying $by credit cardAs is usual for our customers, in placing her ordershe signed her agreement to our Terms of Sale and return policyAs part of this, she agreed thatshe was responsible for ensuring her purchase was of suitable size and style for her home, andagreeing that if she wished to return the furniture for any reason, roundtrip shipping costs wouldbe deducted from her refund.Following placement of her order, *** *** contacted us again, stated her elevator’s interiorwas larger than the elevator doorway, and requested a “guarantee” of inside delivery to her 3rdfloor apartment with our Bronze (basic) delivery optionWe again replied promptly, explainingthat with Bronze delivery, the sofa would be delivered fully packed, and if it wouldn’t fit with packaging on, she should consider upgrading to our Platinum delivery option, which wouldinvolve the delivery agent unpacking the sofa for her prior to deliveryShe did not request achange to Platinum service.The custom sectional sofa Ms*** purchased was built to order, shipped, and brought to herhome on 10/26/Unfortunately, one or both sections of the packaged furniture turned out tobe too large to fit in the elevator, and Ms*** therefore refused the itemsThe furniture wasreturned to the delivery agent’s warehouse.The same day, Ms*** called our store and reported what happened with deliveryWeinformed her that we could order the delivery team to make a second delivery attempt, this timebringing the sofa up flights of stairs, and that we would check with our shipping companyabout the costWe also requested more detailed measurements of the tight spaces in order towork with the delivery agent to resolve problems with fit.On 11/1/16, we contacted Ms*** and reported the delivery agent would charge $for asecond delivery including stair carry, as the sectional could not fit into the elevatorWe alsooffered her the option of picking up the furniture from the warehouse using a service of herchoice, at her own expenseMs*** replied that she did not intend to pay for a redelivery andrequested a “full refund.”On 11/2/we responded to her, referencing our return policy, to which she had agreed inwriting at the time of purchaseIt states in part:”If, for any reason, the furniture we deliver will not work in your home, please callor email with your invoice number in order to initiate a returnProduct will need tobe in original condition in order to process return, and initiated within days ofyour scheduled home deliveryWe will return your payment entirely, less ourroundtrip transit costs [emphasis added]Please keep in mind this will include ourcosts to ship the furniture to your home, and back to our facility.”Ms*** continued to request a guarantee from us about whether the sectional would or wouldnot fit into her homeWe reiterated several times that while we could hire the delivery team totry bringing the sectional up the stairs, we could not guarantee it would fit into her homeAt nopoint did she agree to pay for redelivery, so to date, a second delivery has not been attempted.Neither did she agree to pay the roundtrip shipping cost associated with a return, so at this time,the sectional currently remains in the delivery warehouse.As a final attempt at resolution, on 11/16/we went beyond the terms of our contract andoffered to split the cost of redelivery with Ms***, so she would be responsible for only$of the redelivery chargeShe declined this offer and insisted on a return and refund withshipping charges waivedOur Terms of Sale are brief and clear, and Ms*** signed her agreement to the Terms whenshe made her purchaseWe have abided by the contract in sending the furniture Ms*** paidfor, making a reasonable attempt to deliver it into her home, and going to great effort to help getthe furniture delivered after the reasonable attempt was unsuccessfulAt each step we haveresponded to her questions and concerns.Our return policy is normally limited to days from the date of initial deliveryAt this point,unfortunately Sleepers in Seattle must either complete delivery of the furniture, or if this is notpossible, initiate a return and deduct the cost of roundtrip shipping from Ms***’s refund, perher contract with usSincerely, Elizabeth H*** Sleepers in Seattle

*** ***, Revdex.com Resolutions ConsultantRevdex.comPO Box 1000DuPont, WA 98327Re: Revdex.com Complaint ID: ***Dear Revdex.com:We are sorry that Mr*** is unhappy with the level of service he received.May 12,2016Our website clearly outlines that our "free white glove
delivery" is the Bronze level of delivery,which involves bringing the furniture inside the building, but not placing it in the desired room.Mr*** opted for Platinum delivery, for which the usual charge is $Platinum deliveryincludes a reasonable attempt at placement in the chosen room and "stair-carry if necessary."As is industry standard, our policy is to send men on our deliveries, and for Platinum service,to include stair-carry if necessaryFor taking very heavy products such as a sectional sleepersofa up several flights of stairs, extra men may be required, which would would necessitate extracharges.As it turned out, Mr***'s building featured an elevator that was too small for the furnitureto fit into, and he lived up flights of stairsHe had ordered a large sectional sleeper sofa whichwas too heavy for the men our delivery company had brought to carry up that many stairs.They learned this upon their arrival with men and the sofa, realized they could not deliver thesofa, and counted it as a reasonable attempt, validating the $charge, which is usual for movingcompaniesOur delivery company then returned the sofa to the local warehouse to await pickupor a second delivery attempt.With our apologies, we communicated this information to Mr***, and offered him hischoice of picking up the sofa himself from the warehouse at no charge, getting a Bronze-levelsecond delivery for $100, or getting a second Platinum-level delivery (with the required extramanpower and stair carrying) for $These were exactly the charges quoted to us by ourdelivery company.Mr*** wanted the Platinum delivery once againHe also wanted it on a Saturday, forwhich our delivery company would charge an additional $for "after hours" deliverySo forPlatinum delivery on a Saturday with extra manpower and extra stairs, his charge was $Wemanaged to get the "after hours" charge waived by the delivery company, leaving him with a billof$for the second delivery.Sleepers in Seattle strives to keep delivery costs reasonable and we do not mark up anyadditional chargesWhat the delivery company quotes to us is exactly what the customer gets onthe bill, not a cent moreWhen feasible, we also offer customers the chance to pick up their ownfurniture and skip the delivery chargesIn this case, our representative Karyn tried hard tonegotiate with our delivery company to lower the second delivery charge, but beyond waivingthe after hours charge, the delivery company was firm and we were not able to get the costreduced any moreWe are sorry that the miscommunication occurred.Sincerely,Max A***Sleepers in Seattle

[redacted] products are hand crafted and are built overseas. The lead time we provide our customers are estimates we have from the manufacturer.  We should have [redacted]'s ottoman in the next two weeks and will contact her to schedule delivery. We apologize for the delay.

Complaint: [redacted]I am rejecting this response because: The very last telephone correspondence from Sleepers indicated our order would not ship until 2017 and we advised them from the beginning that we would not accept this.  Every time we talk to someone at Sleepers, they indicate they have done nothing to follow up on our order.  I have repeatedly asked to speak to a Manager and denied each time.  They are not following up on our order.  We need a specific delivery date we can count on or cancel the order.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because as I mentioned in my original complaint there are two items that need to be addressed.  In addition to the mid-section needing replacement, the sleeper is also missing one of the tension springs on the right side.  In addition to ordering the mid-section, if Sleepers in Seattle will also order the tension spring and ship directly to [redacted] within 10 days then this will be acceptable.
Sincerely,[redacted]

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. Sincerely, [redacted]

Dear Revdex.com:
On 7/21/16, [redacted] placed an order through our website for two Lazar Cameron chairsleepers. At that time, our website displayed the expected lead time of 8 to 12 weeks for themerchandise to be produced and shipped to her.
Unfortunately, due to repeated delays at...

the factory, the chairs were not completed and shippeduntil 12/2/16. Throughout this process, we kept Ms. [redacted] apprised of the progress of her chairs,and we informed her each time the manufacturer reported another delay. Meanwhile, we pressedour representative at Lazar to try to keep the order moving, and we even escalated to thecompany’s Vice President of Sales. We asked our shipping agent to rush the order when thechairs finally entered shipping, and the order is now about to enter the delivery warehouse closeto Ms. [redacted], so she should be able to schedule delivery very shortly.
We deeply regret the exceptional delays in fulfilling Ms. [redacted]’s order, and we offered hermultiple forms of compensation, including a $350.00 discount and an additional free air mattressto accommodate her guests. The lead times on our website are generally accurate, but we do notprovide guarantees for any of our delivery dates, due to the many factors in production andshipping that are outside of our control. Our advertised lead times remain accurate to the best ofour knowledge, and when we receive word of delays that will affect our customers, we promptlynotify them with our apologies, as we have done in Ms. [redacted]’s case.
Regarding the price discrepancy Ms. [redacted] mentions, she was in fact charged the correct amountwhen she ordered her chairs. She is in error about the current price of the chairs on our website,because she did not factor in the upgraded leather she chose.Sincerely,
Elizabeth H[redacted]Sleepers in Seattle

Dear Revdex.com:June 17, 2016The details of our business policy, including terms of delivery, are available on our website. Webooked Mr. [redacted]'s furniture delivery in good faith based on the information available to us.Given that 2-man deliveries are industry standard and that there is normally an extra charge foradditional workers or extra stairs, it is unlikely Mr. [redacted]'s results would have beenotherwise with a different merchant.We regret that the first delivery attempt to Mr. [redacted] was unsuccessful, but we cannotassume responsibility for the $340 charge on the second delivery. Following the first attempt,Mr. [redacted] was made aware of all the options for the second delivery and o( the cost for each.He requested the option that he preferred, which cost $440, and by negotiating with our agent,we managed to lower the cost t~ $340. As we stated in our last response, we cannot alwayscontrol what our delivery agents charge and we do not mark up delivery costs. Mr. [redacted]was informed of the price before he agreed to purchase the service. He agreed to the price of a3-man Platinum delivery and that is the service he received.Sincerely,Elizabeth H[redacted]Sleepers in Seattle

We will process a full refund for the customer. Thank you

Complaint: [redacted]I am rejecting this response because:  the details of an 'industry standard' or Sleepers in Seattle's business policy were not available for customer assessment at the time of sofa purchase.  Vague statements promising the ability to provide 'stair-carry' at not additional cost played into my assessment whether I should purchase a couch through this company.  If I had known the additional fees associated with my unit I would have purchased a couch from a local agency, which I assume is the reason why specific language is not available to customers at the time of purchase.  To resolve this complaint I request the company cover the additional delivery fees I was charged ($340) due to their lack of communication regarding delivery capabilities, potential for additional fees, and what is considered industry standards.Sincerely,[redacted]

Dear Revdex.com:According to our records, [redacted] placed an order for two custom Natuzzi leather swivel chairs from us on 5/5/2015. The total price was $1553.00. She paid $776.50, half the total, at that time and the other half on 8/21/15. Prior to her order, we provided...

the swatches she requested and answered all her questions. Following the order placement, we continued to provide status updates to Ms. [redacted] on the progress of her furniture. Her new chairs were delivered to her on 9/10/15.At delivery, shipping damage was found on both chairs. Ms. [redacted] contacted us by phone to report the damage, and we urged her to accept delivery and note the damage on the Proof of Delivery, so that we could send a technician to perform repairs in her home. This is normal for our business, as refusing the delivery would mean sending the furniture back to the delivery agent’s warehouse, delaying repairs and necessitating a second delivery later. We guarantee in writing that if our furniture doesn’t arrive in pristine condition, we reserve the right to repair/replace it as needed to make it pristine, so there is no risk to the customer in accepting a damaged shipment.On 9/28/15, Ms. [redacted] contacted us by email to inquire about the status of repair efforts. We requested photographs of the damage so we could better assess the problem. Ms. [redacted] provided photos on 9/29/15 by email. We promptly engaged a repair company to inspect thechairs and provide us with a report and estimate for repairs to each. This inspection wascompleted on 10/12/15.Based on the inspection report, we determined that one chair needed replacement due to extensive damage, and the other needed minor repairs to its surface. We planned to resolve this by sending one replacement chair and hiring a repair tech to perform repairs to the other chair, and we informed Ms. [redacted] of the upcoming resolution.Over the next several weeks, Ms. [redacted] repeatedly insisted that both chairs were irreparable and that they did not include the type of leather she had ordered. We queried the manufacturer and showed them the ID label from one chair, and Natuzzi confirmed the leather on both chairs was indeed the grade and color Ms. [redacted] ordered. Leather is a natural material and the grain on each piece of hide can vary.On 11/2/15, Ms. [redacted] requested to return the chairs for a full refund. Under our return policy, we can only accept returns within 10 days of delivery and this request came several weeks after delivery. We again explained the terms of our contract to Ms. [redacted], and repeated our offer to replace one chair and repair the other, so that she would have two chairs of the type she ordered in pristine condition. We heard nothing more from Ms. [redacted] until we received a letter from an attorney alleging fraud. We responded to that letter on 11/25/15, and heard nothing further for several months, therefore we considered the matter closed. The next communication from Ms. [redacted] came in the form of this Revdex.com complaint, received on 9/15/2016.Our Terms of Sale are brief and clear, and Ms. [redacted] signed her agreement to the Terms when she made her purchase. We have abided by our contract in sending the items Ms. [redacted] paid for, and attempting in good faith to remedy the damage the merchandise sustained in shipping. At each step we have responded to her questions and concerns.At this point, unfortunately Savvy Home cannot provide any further repair work on Ms. [redacted]’s chairs, as she has now had them for more than a year. We would be happy to help her locate a repair tech if she wishes to have her chairs repaired, but we cannot assume responsibility forrepair tech if sheassociated costs.Sincerely,
[redacted] Savvy Home

Complaint: [redacted]I am rejecting this response because the information provided by the business is not correct or complete, and they continually fail to acknowledge the fact that their sales representative gave us misleading information in order to make the sale.  They have not offered us a satisfactory resolution that holds them accountable for the experience that we had as consumers.
First of all, the dates listed in the response from Sleepers in Seattle are incorrect.  The first delivery attempt of the item was not until Friday, July 22nd (They said it was on Thursday, July 14th).  I'm well aware of this date because my husband took the day off of work without pay in order to accept the delivery, which was yet another cost that was incurred by us due to this company's less than organized processes.  This date is almost 12 complete weeks after the initial order.  I understand that the delivery time frames are estimates, but the estimate provided to us was 4-8 weeks. if it is going to take a full four weeks past the latest point of their "estimate," then maybe the company needs to re-evaluate their "estimates" and provide an accurate time frame of 8-12 weeks.We did inquire on May 1st asking those exact questions, and the exact response that we received from their sales representative said the following:
Hi [redacted],
Thanks so much for contacting us here at Sleepers.  The 146 is a terrific model, with unmatched style and comfort at a great value.
The 146 U-Shape Queen Sleeper Sectional is currently on sale, starting at $2559 in a wide range of durable fabrics.  Did any particular fabric catch your eye?
This sectional will come in two pieces.  I attached the 146 tear sheet and highlighted the two specific pieces in this configuration.  The minimum door width for easy entry should be 29".  If you remove the feet, which can be done easily, it should fit through without issue.  In the event you run into any additional trouble, this sofa can actu[redacted] be completely disassembled.  I've attached simple instructions and a Youtube link below 
https://www.youtube.com/watch?v=2P0c5uiu1Cs&feature=player_embedded
We are currently offering free home delivery nationwide.  Also, as an out of state customer, you would not be charged any sales tax.  So, for example, this price of $2559 would indeed be 100% final, for the 146 U-Shape Sectional, delivered to your home.
I hope this helps, and invite you to place the order directly online.  Of course, if you prefer to order over the phone, or have any additional questions, please don't hesitate to reach out.
-- 
Best,
[redacted]
Sleepers In Seattle
Since this e-mail reassured us that the sectional could be disassembled completely and that the price listed would be "100% final," we felt assured that we could order the sofa no matter what size doorways we had because the salesperson did not seem concerned about it, nor did he inquire about our specific doorway dimensions.  As consumers, we are inclined to trust the information given to us by a business, which was apparently our downfall in this situation.  This cannot be the first time they have had a customer inquire about this type of situation, and without taking care to ensure that the customer doesn't order a product that won't work for them, they are misleading people into spending money at their company that they won't be able to get back.  We ordered the sofa solely based on this e-mail's information.  As an honest person myself, I expect and demand as a customer that I be provided with complete and honest information from businesses.
After we ordered, besides our order confirmation e-mail, we didn't hear from Sleepers in Seattle at all.  The only contact we had with them was when I inquired about the status of our order at the end of May, which was the beginning of their estimated arrival window.  I received a very generic response just reiterating their 4-8 week time frame and that it should arrive "at the end of June or beginning of July."  We ordered this sleeper sofa specifically to house guests for our wedding on July 3rd, which by even the latest estimation, should have been enough lead time.  As our wedding approached, we still had heard nothing more from the business, and unfortunately were too busy with wedding preparation to be able to contact them.  They had told us they would contact us about delivery, so again we trusted them and we waited.  We had to purchase a memory foam mattress (yet another expense that Sleepers in Seattle forced us to incur) so that our relatives could sleep on the floor during our wedding weekend.  Finally, on July 12th, a full 10 weeks after the order with still no word from Sleepers in Seattle, I was forced to contact them again to inquire about our order.  If your orders are going to surpass your estimated lead times, there is no excuse for not contacting the customer to let them know.  We were already upset with our experience at this point and expressed this in our inquiry, and all we received in response was "I apologize for your inconvenience.  You can track your shipment here."  Although "I apologize for your inconvenience" is technically an apology, it didn't address any of our concerns, nor did it offer any sincere resolution for any of our concerns.  When I checked the tracking information, it showed that the arrival date of the sofa would be between July 18-23, which was another full week to ten days later.  Only after we again expressed further dissatisfaction with their publicized misleading time frames were we offered a refund of the delivery fee that we opted to pay to have the sofa delivered into our home rather than left at the curb.  We accepted the option of the delivery fee refund, expecting that the rest of the process would go smoothly.  The refund was offered to us on July 12th.  
We were finally contacted to set up the delivery and set the delivery date for July 22nd and my husband took off of work.  Note, as of July 22nd, 10 days after the refund was promised to us, it still had not been received.  The delivery men arrived and attempted to get the sofa in through our 29" exterior doorway.  This was the only entrance to our apartment, and there was no other entry option available.  Even with our wider exterior doorway, the sofa would not fit through the door.  So, although the narrowest doorway it needed to fit through once inside our home was 26.5", it still didn't even fit through our one exterior door that is 29" wide.  So, in order to completely disassemble it, it would have had to sit in our yard for hours.  But, we said, "No problem, they sent us disassembly instructions so we can disassemble it and it will be fine."  The delivery men waited while we looked up the instructions.  We showed the instructions to the delivery team and they brought us out to look at the sofa.  The dust cover on the back of the sofa is completely stapled with industrial fabric staples all along the back bottom edge of the sofa.  In order to even begin to disassemble it, we would have somehow had to remove all of the staples from the dust cover, therefore negating any chance we would have had to return the item if something else ended up being wrong with it.  We called Sleepers in Seattle customer service at that very moment to find out for sure what would happen if we tried to disassemble it ourselves.  On the phone with Sleepers in Seattle, we were informed that, yes, if we undid all of the staples on the dust cover to disassemble the sofa, we would no longer be able to return it if something else went wrong.  They offered to have the delivery company bring it back to the warehouse to disassemble it for an unknown extra cost and attempt redelivery .  During this phone call, we also had to remind them of the refund we were promised and had not yet received.  They finally initiated the delivery fee refund after that phone call, so we received the refund on July 25th, almost two weeks after it was promised to us and only after we prodded them for it.  This is not exactly prompt or honest service.  When we got off the phone, we were frustrated and felt like we were backed into a corner.  Either we had to pay more money that we were never informed about to disassemble the sofa, or attempt to disassemble it ourselves (neither of us being very handy or possessing the tools to dislodge industrial fabric staples, which were not mentioned in the "easy to follow" disassembly instructions) and run the risk of not being able to return the item if something went wrong.  At this point, we had to let the delivery team take the sofa back to the warehouse because we didn't have the necessary tools to disassemble the piece even if we wanted to do so, and we didn't want it sitting in our back yard while we waited to hear about how much it would cost to have the delivery company disassemble it.  Sleepers in Seattle told us on the phone that they would obtain a quote from the delivery company and let us know by Saturday, July 23rd, because the delivery company was going to call us within 24 hours to find out our decision on what to do with the item.  We did not hear from Sleepers in Seattle, yet again when they had promised us a response.
We finally had to contact them.  We did so on July 25th and at this point were completely fed up with the whole situation.  We had been given misleading information by their sales staff,.  We had waited three months to receive an item that they told us would take 1-2 months to receive.  We hadn't been informed of any additional cost for disassembly, and the "simple disassembly" that we were promised, was non-existent due to the sofa's actual construction (another fact that was not communicated to us).  We would now have to either pay more money to have it disassembled (which would completely negate the small shipping refund of $65 that we had fought to receive for the negligence during the shipping process), take off another day of unpaid work to have the sofa redelivered and attempt to disassemble it ourselves without any possibility for return if something went wrong, or we could return it and they would charge us what turned out to be almost $800 in round  trip shipping charges.  They backed us into a corner.  When we yet again expressed our dissatisfaction with all they had put us through without any truly acceptable compromise, they were unapologetic and only kept repeating the exact same options to us, expecting us to abide by every word of their policies, while they had not come through with any of the promises that they had made us without MUCH prodding on our part.  We went back and forth with them from July 22nd until August 4th, receiving the same options every single time they responded and without any acknowledgement of the concerns we were presenting.  We requested multiple times to speak to a supervisor and were only bounced back and forth between the same two customer service representatives.  
They informed us that we only had until August 5th to tell them if we wanted to return the product.  Since the responses from them were getting us nowhere and becoming longer waits between promised responses, we were afraid that if we didn't initiate a return immediately, they would manage to stick us with a sofa we couldn't use and keep our money, or charge us an additional $275 to have it professionally disassembled, which we were absolutely not willing to pay at this point.  So, on August 1st, we requested that they initiate the return.  We do not think it should be our responsibility to pay the round trip shipping costs, as the whole entire process with this company has been lies, lack of communication, lack of real resolution and cost us much more money in expenses related to having to deal with the situation.  When they wouldn't budge on waiving the round trip shipping costs, we even offered to pay one-way shipping back to Seattle since it was ultimately our choice to return the item rather than chance taking it apart ourselves.  That compromise request was also outright ignored by the company.  
After requesting the return for fear of losing our money completely, Sleepers in Seattle contacted us on August 4th to offer free redelivery and a disassembly fee of $275.  They had never informed us that there would even be a redelivery fee, so offering free redelivery is not much of an offer.  Also, it had been almost two weeks of incredibly frustrating back and forth communication with them about this issue with no resolution, so at this point, this offer was too little, too late.  We reiterated that we wanted to return the item, because we were at the end of the window that they provided us for returning it and were too nervous about losing all our money to keep trying to reason with them.  We have been through so much and are so hurt and frustrated by the whole process that to have the sofa in our home (if we could even truly get it there) at this point would just be a constant reminder of the frustration of the whole process, and we didn't want that negativity in our home. We requested copies of the invoices from the shipping company so we knew exactly how much would be deducted from our refund, because we no longer trust Sleepers in Seattle to give us honest answers.  So far, we have only received the invoice for the $336 shipping to our home.  We have yet to receive the invoice for the return shipping, but they have already deducted the total amount from our refund, again without following through with their end.  We have no idea whether or not the cost they deducted from our total was the actual cost of the shipping.  We informed Sleepers in Seattle that although we are initiating the refund and the money will be returned to our method of payment, this should not be construed as tacit acceptance of their offer.  We plan to continue to try to recover the shipping costs because Sleepers in Seattle made MANY mistakes and broke MANY promises throughout this process, and they have not been held accountable at all for these issues, but instead, they have forced us to abide by all of their policies and bear the brunt of the issues.  It's not fair at all to expect the consumer to follow every policy to the letter while being forced to endure all of the strife mentioned in the above issues.  Also, Elizabeth H[redacted] is the main customer service associate that we were forced to deal with, so I don't expect anything productive to come out of this complaint if she is the one that will be handling it, and I would request that someone of a higher authority at the company be contacted so we can speak with them about our experience.  
 All we want is our money back.  We have given so much more than that throughout this process.  We have given hours and hours of our time, hundreds of extra dollars in missed work and sleeping arrangements for our wedding guests, and a lot of emotional anxiety and stress about the whole issue.  We thought we were making an exciting new purchase for our new home as newlyweds, and instead we have just been put through this awful experience.  Since we have yet to hear that Sleepers in Seattle will entertain any sort of compromise, we are initiating a charge dispute with our credit card company in order to recover the shipping costs.  If need be, we are willing to pursue legal action to recover the shipping costs as well as all of the other costs incurred by this experinece to ensure that Sleepers in Seattle is held accountable for their irresponsible business practices and that no future customers have to go through a similar experience.
Sincerely,[redacted]

[redacted] Please See Attached Documents [redacted]
[redacted]Revdex.com Resolutions ConsultantRevdex.comPO Box 1000DuPont, WA 98327Re: Revdex.com Complaint ID: [redacted] ([redacted])Dear [redacted],We received your letter regarding this case and have clarified with Mr. [redacted] that we will be replacing the missing tension spring as well. It will be shipped to [redacted] along with the replacement mechanism. I have contacted Mr. [redacted] directly and he is satisfied with our assurance.Best Regards,

Dear Revdex.com:
On 10/25/16, [redacted] and [redacted] placed an order for a Savvy Boulder queen sleepersofa and several accessory items. The expected lead time posted on the webpage for that sofawas 4 to 8 weeks from date of order to date of delivery.
Three days after the...

[redacted]s ordered, the manufacturer notified us that the leather the[redacted]s had selected was currently out of stock. We promptly notified the [redacted]s viaemail that their order might experience a delay of two weeks. The sofa is currently inproduction, and is expected to ship by 12/15.
We have monitored the progress of this order through the factory, and will continue to monitor itthrough the shipping and delivery process, as we do for all our customers. At each step we haveresponded to the [redacted]s’ questions and concerns. Our lead times are approximate and we donot guarantee them, due to the many factors in production and shipping beyond our control.Factoring in the leather delay, the [redacted]s are likely to receive their sofa within the estimatedlead time. Should there be any delays, we will of course do everything in our power to expeditedelivery of their new sofa and accessories.
Sincerely,
Elizabeth H[redacted]Sleepers in Seattl

Complaint: [redacted]
I am rejecting this response because: Please see attached. Dear Revdex.com:I am in receipt of the response message
dated  February 23, 2017 from Sleepers In
Seattle (“SIS”) regarding the above-mentioned complaint number.  This letter is a reply to the aforementioned message
from SIS.Aside from making
inaccurate claims in its letters (as I have shown in the emails attached to my
letter dated as of Decemeber 27, 2016), SIS has failed to fulfill its
obligations and assurances outlined in the Return and Guarantee Policy on its
website for the reasons outlined in my letter dated February 16, 2017.  While accurate
that SIS issued to me a partial refund for the sofa, I continue to request that
SIS accept responsibility for not fulfilling the terms of its Return and
Guarantee Policy obligations and assurances, and for SIS to reimburse the additional $785.75 that it has unjustifiably witheld from me.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  At no time were we told that we had a 48 hour window to accept their terms.  If we were told this, the order would have been cancelled immediately.  They have refused to provide any documents to show that the sofa was ready on 18 December.  We did receive shipping documents that we blacked out to hide information from us.Sincerely,[redacted]