Sofa Bobs

There are two options for this TV StandThe first option is LG TV Stand w/ Fireplace OptionThe second is LG TV Stand w/ LED FireplaceThe customer chose the first option and signed and authorized the order of that specific pieceThe customer also signed that he received the correct item when he picked it upWe have offered to sell the fireplace insert to the customer at a very low price and they have refused.Please refer to the attached photos and descriptions Item Name North Shore - Dark Brown - LG TV Stand with LED Fireplace Weight lbs Description Entertainment Accessories - Black - Fireplace Insert21.88"W x 8.5"D x 20.06"H - lbs If you’re looking for that extra something to enhance to the décor of your living area then look no further than the Fireplace InsertsWith a variety of LED fireplace styles with realistic flame effects and electric or infrared heat, these inserts add function to any homeCompatible with only certain TV stands and media chests.W100-has LED technology and remote control with LED displayRealistic wood burning flame effect combined with life-like logsVariable temperature settingwatt high quality fanHas thermostat heating and overheating control deviceHas down lightFlame operates with or without heatW100-is 23” wide with LED lit fire display; electric heating element; remote control; realistic crushed glass burning flame effect; five levels of flame brightness settings; has thermostat to automatically control room temperature and contains an overheating device; has watt high quality fan; back cover with easy clean filterW100-is a LED lit fire display, has infrared heating element; remote control; herringbone firebrick surround, realistic log set, and ambient down lighting; five levels of flame brightness settingsW100-01, W100-fireplace provides up to BTU/1400W and warms up to sq.ftW100-fireplace provides up to BTU/1500W and warms up to sq.ftW100-31,-Dolby digital soundBluetooth + EDR, A2DPWireless BT PlaybackBright LED front display (through cloth)Four preset sound mode choicesBass and treble controlPower DC adapterInputs in backMulti function, key remote control w/batteryNorth Shore - Dark Brown - LG TV Stand w/Fireplace Option60"W x 20"D x 37.5"H - lbs A rich traditional design and exquisite details come together to create the ultimate in Old World style with the "North Shore" entertainment wallThe dark casual finish f Item Name North Shore - Dark Brown - LG TV Stand w/Fireplace Option Dimensions 60"W x 20"D x 37.5"H Weight lbs Description A rich traditional design and exquisite details come together to create the ultimate in Old World style with the "North Shore" entertainment wallThe dark casual finish flows beautifully over the decorative pilasters and ornate details to create a rich elegant atmosphere that perfectly enhances any living room decorWith ample storage and a lighted bridge, the "North Shore" entertainment wall takes traditional style to the next level.Constructed with select veneers, hardwood solids and furniture grade resinDark casual finishDark colored hardwareLighted bridgeDecorative V-grove tempered glass doorsAdjustable shelvesW553-TV stand is compatible with W100-LED Fireplace InsertW553-is compatible with W100-Dolby digital sound

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meI actually never received a returned call to the number listedI did not receive any calls until 6/from Amber the service manager to tell me I could not receive a refund and that the sofa needs to be repairedI feel that I was sold a problem rather than a productI have also requested to only authorize myself to sign before accepting any repairs, or deliveries and no one elseI thought that it was safe to assume Sofa Bobs was honest enough to deliver new in box items in good condition, but I have learned it it's not the caseIt appears that items sold in your store although wrapped in a box and plastic do not mean they are in good condition Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I do not want a refund check sent to me I want a credit to my Charge Card; since the order is cancelled, then cancel the credit card charge; currently the charge is pendind and I can not disput the charge until it is processed; once it is processed then I can dispute it, but since the order is cancelled then cancel the charge to my credit card on your end, this is a easy solution Once I have a credit or cancelation to my charge card, this matter will be closed, and there will be no need for a refund check Regards, [redacted]

We understand the customers position, and we politifully disagree Our decision is final

While we can appreciate that the customer has other expectations of other businesses, we can only control our business and the transaction between the customer and us In this case, the transaction is non-cancellable and non- refundable

Complaint: [redacted] I am rejecting this response because: you are not following the warrantyFirst you lied saying I never purchased the warranty because it was a floor model so you wouldn't be covering it which I have the emails to prove now you are trying to change the policy of the warranty and it clearly states any damages for up to five yearsThis is an outrageI paid for the platinum warrantyIf I don't get my table fixed or my money back I am contacting the newsThis is ridiculous Regards, I I [redacted]

We understand the customers issueWe have not provided the exact date and we have not provided proof that the reorder has taken placeHowever, we cannot provide what we do not have If the customer prefers to communicate with their contact at Ashely Furniture Industries to verify the information and attempt to expedite the order, we would appreciate that Otherwise, as soon as we have the information we will provide it

The dining set will be delivered Tuesday the 15thThe bench will be delivered at no charge to the client as soon as it arrivesWe sincerely apologize for the poor service and poor communication

We disagree with the statement of the customer.However, we see the customer as unwilling to be reasonable and in good faith will take the step of meeting their requestThe refund was sent to the customers address on file on 12/

To whom it may concern, We apologize for the miscommunication and perception of poor serviceHowever, we called the customer at the number we have on file ( [redacted] ) on 6/and 6/to schedule a technician appointment and were not able to get ahold of the customerAnytime the customer called our store and left a voicemail the call was returnedThe chain of custody releases the manufacturer from warranty when the customer signs the delivery receipt that they have received the merchandise in good conditionWe have the document that the customer signed The next steps in this situation is for the retailer to work with the customer to bring the merchandise to showroom quality conditionWe have contacted the customer, sent a technician to their home to inspect the merchandise, ordered the pieces required, and will contact them to schedule the repair when it arrivesWe have been in contact with the customer and they have agreed on these steps Signed, SofaBobs Management

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 Regards, [redacted]

While we can appreciate that the customer has other expectations of other businesses, we can only control our business and the transaction between the customer and usIn this case, the transaction is non-cancellable and non- refundable

The customer was made aware of our Layaway policy and signed the contract that he understood and agreed at the time that he made his depositIt clearly states on the customer's Invoice that there are no cancellations or refunds and we do not order any furniture until the Invoice is paid in fullWe have offered to work with the customer and are willing to allow them to reselect for something else that they may need along with an extended payout timeThe customer was made aware before putting their deposit down that if he chose not to make further payment that the $would be forfeited

The order has been cancelled.The customer does not need to contact us further to discuss the order Unfortunately, since the customer already contacted their credit card company to dispute the charge we will not issue a refund until we have a document from the credit card company confirming that they are not processing a chargeback.When we receive that document, we will refund the customer within hours.The customers version of the communication between the customer and the employee is inaccurate Further, the customers accusation that the refund policy is hidden is inaccurate We do not conduct business this way, now or ever.We would like to break all communication and business relationship with this dishonest customer.Provide the documentGet a full refund.No other options

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 Please call [redacted] when the check is available and we will pick up and sign your statemment of refund Please provide a point of contact for picking up the check Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to meIf nothing is received I will indeed follow up until I do receive information on what "platinum protection" coverage entails.
Regards,
*** ***

Our response is that we agree
We will process a refund check for the full amount of the payment the customer made. This will be available for the customer to pick up within 7-days
At the time the customer pick ups the check, the customer will be required to sign a release stating they have been refunded in full

Complaint: ***
I am rejecting this response because:
The warranty states for five years for absolutely anything that happens to the merchandiseThey obviously are not putting the leg on properly when they came to replace because it keeps breakingThey are changing their responses as well bc they told me that I did not purchase the warranty and now that Revdex.com is getting involved they are stating that I did purchase and are now trying to change the policy of the warrantyThe warranty states clearly any damage over the course of five years.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and find that this resolution is satisfactory to meIf nothing is received I will indeed follow up until I do receive information on what "platinum protection" coverage entails.
Regards,
*** ***

The order has been cancelledThe customer does not need to contact us further to discuss the order.
Unfortunately, since the customer already contacted their credit card company to dispute the charge we will not issue a refund until we have a document from the credit card
company confirming that they are not processing a chargeback.When we receive that document, we will refund the customer within hoursThe customers version of the communication between the customer and the employee is inaccurate. Further, the customers accusation that the refund policy is hidden is inaccurate.
We do not conduct business this way, now or everWe would like to break all communication and business relationship with this dishonest customerProvide the documentGet a full refundNo other options