In response to this claim # [redacted] customer [redacted] [redacted] purchased furniture from Sofas Unlimited on 3-11-and took delivery on 3-28- They purchased a chair, sofa and chair 1/2, all pieces reclining as well as a 5yr extended warranty Upon delivery on 3-28-the delivery service noticed the chair 1/had been damaged so Sofas Unlimited replaced this chair immediately on 4-11-Eight months after living with the furniture on 12-8-the customer called reporting that the button (pull handle) had broken on the chair 1/and felt that he had frame issues, " a broken frame" with the sof* [redacted] was very rude and insisted on immediate serviceWe contacted our servicer and ordered the part for the chairUpon receiving the part he visited the [redacted] 's home and repaired the pull handleAfter evaluating the sofa the servicer claimed that the sofa issue was that the staples were pulling away and needed to be repairedMrM***, our servicer, offered to do the repair at that visit** [redacted] told him he was in a hurry and he can do another timeHe then proceeded to tell him his 3rd piece of furniture was also needing service, that his chair had a tear in the armMrM [redacted] suggested that he call Sofas Unlimited regarding his chairOn 12-22-our service manager told him that he would have to contact the extended warranty company right away because the model/fabric was no longer available although his 5yr warranty should cover the issueThe warranty company does require that you call withing a required time period to report an issue, and ** [redacted] was told that by the salesperson upon the purchase of the warranty on 3-11-and by the service manager when he called on 12-22-It works similar to an insurance policy, you must call when the incident occurs** [redacted] did not contact the warranty company to report any issues until 1-24-2018, which is obviously over a year laterAt this point he was out of warranty/required time for any issues, (sofa problem or chair)At this point ** [redacted] is out of the manufacturers warranty for labor on his furniture as well, (year labor warranty)although frame parts are coveredAs suggested to the customer, Sofas Unlimited would be willing to contact the manufacturer and if the parts are available to repair the frame on his sofa with the understanding that he would be responsible for any labor charges/expensesMr [redacted] was extremely rude on both occasions when contacting the store, on 12-and 1-2018, threatening to bring the furniture to our door! We feel we did follow through on our end covering the service issues that were reported in a timely manner [redacted] is a privately owned extended warranty company and it is the customers responsibility to contact them, not the retailerSofas Unlimited has been in business over years and we pride ourselves in customer satisfactionIn this case we feel we have done our part in servicing the customer
To whom it may concern, in regards to claim #***, customer [redacted] : I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes At no point do I recall *** [redacted] offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair As far as having both people sign the contract, we do have to abide by the finance company rules and laws If both names are applying for credit, legally they both must sign I hope by agreeing to [redacted] 's suggestion of, returning the gift card and splitting the cost of $between Sofas Unlimited and the customer, the matter will be resolved Please let us know if any other action is necessary Thank you, Marge L***
To whom it may concern, in regards to claim #***, customer [redacted] :I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes At no point do I recall [redacted] offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair As far as having both people sign the contract, we do have to abide by the finance company rules and laws If both names are applying for credit, legally they both must sign I hope by agreeing to [redacted] 's suggestion of, returning the gift card and splitting the cost of $between Sofas Unlimited and the customer, the matter will be resolved Please let us know if any other action is necessaryThank you, Marge L***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]
In response to this claim # [redacted] customer [redacted] [redacted] purchased furniture from Sofas Unlimited on 3-11-and took delivery on 3-28- They purchased a chair, sofa and chair 1/2, all pieces reclining as well as a 5yr extended warranty Upon delivery on 3-28-the delivery service noticed the chair 1/had been damaged so Sofas Unlimited replaced this chair immediately on 4-11-Eight months after living with the furniture on 12-8-the customer called reporting that the button (pull handle) had broken on the chair 1/and felt that he had frame issues, " a broken frame" with the sof
* [redacted] was very rude and insisted on immediate serviceWe contacted our servicer and ordered the part for the chairUpon receiving the part he visited the [redacted] 's home and repaired the pull handleAfter evaluating the sofa the servicer claimed that the sofa issue was that the staples were pulling away and needed to be repairedMrM***, our servicer, offered to do the repair at that visit** [redacted] told him he was in a hurry and he can do another timeHe then proceeded to tell him his 3rd piece of furniture was also needing service, that his chair had a tear in the armMrM [redacted] suggested that he call Sofas Unlimited regarding his chairOn 12-22-our service manager told him that he would have to contact the extended warranty company right away because the model/fabric was no longer available although his 5yr warranty should cover the issueThe warranty company does require that you call withing a required time period to report an issue, and ** [redacted] was told that by the salesperson upon the purchase of the warranty on 3-11-and by the service manager when he called on 12-22-It works similar to an insurance policy, you must call when the incident occurs** [redacted] did not contact the warranty company to report any issues until 1-24-2018, which is obviously over a year laterAt this point he was out of warranty/required time for any issues, (sofa problem or chair)At this point ** [redacted] is out of the manufacturers warranty for labor on his furniture as well, (year labor warranty)although frame parts are coveredAs suggested to the customer, Sofas Unlimited would be willing to contact the manufacturer and if the parts are available to repair the frame on his sofa with the understanding that he would be responsible for any labor charges/expensesMr [redacted] was extremely rude on both occasions when contacting the store, on 12-and 1-2018, threatening to bring the furniture to our door! We feel we did follow through on our end covering the service issues that were reported in a timely manner [redacted] is a privately owned extended warranty company and it is the customers responsibility to contact them, not the retailerSofas Unlimited has been in business over years and we pride ourselves in customer satisfactionIn this case we feel we have done our part in servicing the customer
To whom it may concern, in regards to claim #***, customer [redacted] : I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes At no point do I recall *** [redacted] offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair As far as having both people sign the contract, we do have to abide by the finance company rules and laws If both names are applying for credit, legally they both must sign I hope by agreeing to [redacted] 's suggestion of, returning the gift card and splitting the cost of $between Sofas Unlimited and the customer, the matter will be resolved Please let us know if any other action is necessary Thank you, Marge L***
To whom it may concern, in regards to claim #***, customer [redacted] :I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes At no point do I recall [redacted] offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair As far as having both people sign the contract, we do have to abide by the finance company rules and laws If both names are applying for credit, legally they both must sign I hope by agreeing to [redacted] 's suggestion of, returning the gift card and splitting the cost of $between Sofas Unlimited and the customer, the matter will be resolved Please let us know if any other action is necessaryThank you, Marge L***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]