Sofa Bobs

We agree to the requests of the customer

We dispute the information the customer has provided regarding the USB and AC power outlets being built in to the nightstand.
We are willing to compromise and provide the customer with USB outlets at no cost to them.
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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
Please call *** 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,
*** ***

Complaint: ***
I am rejecting this response because: The company has said they will replace the furniture but claim *** *** needs to approve itWhen I speak to Ashley rep they said the request would have been approved alreadySofa Bobs has
not given an update with exact dates of when the furniture will be arrivedThe only statement I have heard is: I am waiting on *** ***I would like a copy of order placed and approved and a date of delivery
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 meMs***, The manager from SofaBobs has informed us via telephone the furniture has been orderedWe trust the items will be delivered within a timely manner.
Regards,
*** ***

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

The customer did purchase a floor model, and warranty.  The merchandise broke and the warranty coveeed the breakage. The customer received the items new as replacements. The warranty does not cover additional breakage of the same items.  The terms of the warranty have been...

met.

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

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 24 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 document. Get 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.
They have fulfilled their obligation and had everything delivered this morning. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Sofabobs said they provided the order to Ashley's furniture and it would take 24-48 hours to have an Ashely reply approve it.  They are constantly putting the blame on [redacted] reply not doing their job but it has been Sofabob who has been slow to move.  I have included [redacted] in this email to have notice how amber and Eric from sofabon says [redacted] is not doing their part.  [redacted] claim # [redacted]
Regards,
[redacted]

We dispute the information the customer has provided regarding the USB and AC power outlets being built in to the nightstand. We are willing to compromise and provide the customer with USB outlets at no cost to them. There is no other resolution to their request. The manufacturer did not,...

does not and will not make a product that the customer insists they do.

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.

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

To whom it may concern,     We apologize for the miscommunication and perception of poor service. However, we called the customer at the number we have on file ([redacted]) on 6/2 and 6/9 to schedule a technician appointment and were not able to get ahold of the customer....

Anytime the customer called our store and left a voicemail the call was returned. The chain of custody releases the manufacturer from warranty when the customer signs the delivery receipt that they have received the merchandise in good condition. We 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 condition. We 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 arrives. We have been in contact with the customer and they have agreed on these steps. Signed, SofaBobs Management

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 7-10 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.

There are two options for this TV Stand. The first option is LG TV Stand w/ Fireplace Option. The second is LG TV Stand w/ LED Fireplace. The customer chose the first option and signed and authorized the order of that specific piece. The customer also signed that he received the correct item when he...

picked it up. We 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 227 lbs Description Entertainment Accessories - Black - Fireplace Insert21.88"W x 8.5"D x 20.06"H - 33.0 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 Inserts. With a variety of LED fireplace styles with realistic flame effects and electric or infrared heat, these inserts add function to any home. Compatible with only certain TV stands and media chests.W100-01 has LED technology and remote control with LED display. Realistic wood burning flame effect combined with life-like logs. Variable temperature setting. 20 watt high quality fan. Has thermostat heating and overheating control device. Has down light. Flame operates with or without heat. W100-02 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 20 watt high quality fan; back cover with easy clean filter. W100-21 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 settings. W100-01, W100-02 fireplace provides up to 4608 BTU/1400W and warms up to 400 sq.ft. W100-21 fireplace provides up to 5386 BTU/1500W and warms up to 1000 sq.ft. W100-31,-41 Dolby digital sound. Bluetooth 4.1 + EDR, A2DP. Wireless BT Playback. Bright LED front display (through cloth). Four preset sound mode choices. Bass and treble control. Power DC adapter. Inputs in back. Multi function, 15 key remote control w/battery. North Shore - Dark Brown - LG TV Stand w/Fireplace Option60"W x 20"D x 37.5"H - 194.0 lbs A rich traditional design and exquisite details come together to create the ultimate in Old World style with the "North Shore" entertainment wall. The 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 194 lbs Description A rich traditional design and exquisite details come together to create the ultimate in Old World style with the "North Shore" entertainment wall. The dark casual finish flows beautifully over the decorative pilasters and ornate details to create a rich elegant atmosphere that perfectly enhances any living room decor. With 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 resin. Dark casual finish. Dark colored hardware. Lighted bridge. Decorative V-grove tempered glass doors. Adjustable shelves. W553-68 TV stand is compatible with W100-01 LED Fireplace Insert. W553-68 is compatible with W100-41 Dolby digital sound.

Complaint: [redacted]
I am rejecting this response because:When looking up the identical item number which is printed on my sales order, these are the descriptions of the items which can be found at numerous internet sites.  For your convenience, a copy of the sales order is attached.   At http://www.wayside-furniture.com/item/gerlane-three-drawer-night-stand/120226156...⇄ description of said item number:  Design by Ashley Gerlane Solid Pine Wood Three Drawer Night Stand with Built-in Outlets & 2 USB Charging  PortsSku: ASHB657-93 At http://www.delsolfurniture.com/item/gerlane-three-drawer-night-stand/1202261564 description of said item number: Signature Design by Ashley Gerlane B657-93 Solid Pine Wood Three Drawer Night Stand with Built-in Outlets & 2 USB Charging Ports Part of the Gerlane Collection Sku: B657-93FeaturesFramed drawer fronts for added dimensionDrawer interiors are fully finished with ball bearing side glides for smooth functionThe hardware has round metal knobs in a dark bronze colorAC power supply with (2) USB charging portsWhen shopping on the kiosk for the items, the description of the nightstand stated AC power supply and usb ports.  The item that we received has neither.  We are simply asking to receive items matching the description of the items we purchased.  Sending USB ports clearly does not meet the item description. Regards,
[redacted]

This complaint is wholly false. Please have the customer provide documentation of her complaint.

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 request. The refund was sent to the customers address on file on 12/8.