Sofa Bobs

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 me.
I actually never received a returned call to the number listed. I did not receive any calls until 6/23 from Amber the service manager to tell me I could not receive a refund and that the sofa needs to be repaired. I feel that I was sold a problem rather than a product. I have also requested to only authorize myself to sign before accepting any repairs, or deliveries and no one else. I 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 case. It appears that items sold in your store although wrapped in a box and plastic do not mean they are in good condition. 
Regards,
[redacted]

We understand the customers issue. We have not provided the exact date and we have not provided proof that the reorder has taken place. However, 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.

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 me.
I actually never received a returned call to the number listed. I did not receive any calls until 6/23 from Amber the service manager to tell me I could not receive a refund and that the sofa needs to be repaired. I feel that I was sold a problem rather than a product. I have also requested to only authorize myself to sign before accepting any repairs, or deliveries and no one else. I 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 case. It appears that items sold in your store although wrapped in a box and plastic do not mean they are in good condition. 
Regards,
[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.
They have fulfilled their obligation and had everything delivered this morning. 
Regards,
[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.
 
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]

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.

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.

The customer is correct. They should have received the document regarding their coverage after they took possession. We will send the customer the document within 5 business days.

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

Complaint: [redacted]
I am rejecting this response because: you are not following the warranty. First 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 years. This is an outrage. I paid for the platinum warranty. If I don't get my table fixed or my money back I am contacting the news. This is ridiculous. 
Regards, I I 
[redacted]

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.

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]

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 deposit. It 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 full. We...

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 time. The customer was made aware before putting their deposit down that if he chose not to make further payment that the $50 would be forfeited.

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.

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

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]

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.

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.

Complaint: [redacted]
I am rejecting this response because:Your sales staff informed me that I could cancel the order and get my money back like almost any other business. 
Regards,
[redacted]