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Hopefully, this will be the last response required for this situation:We do wish this customer a speedy recovery from her surgery. The cut and sewn seat deck fabric for her sofa came in yesterday. Messages have been left for her to contact us when she is available for the repair. It will be done exactly as referenced in my previous response. We will most certainly stand behind the repair and the warranties on not only the sofa, but also the other items she purchased. For all of our many years in business, we have always employed a full time service department for just this reason. It takes only a phone call to the store to initiate warranty service, as well as service after the warranty has ended. We will mail another copy of her sales receipt, which does list all manufacturers and model numbers along with descriptions of the items. Additionally the manufacturer contact information is here:Her sofa is model #3820038/Keereel Sand, by *** *** *** *** *** *** **, phone ###-###-####.The reclining chair, model #9MW37-1/19079, is by *** *** *** *** *** *** *** *** *** *** ***, phone ###-###-####.Her lift top cocktail table, #382-OT1011, is by *** *** *** *** *** *** ** ***, phone ###-###-####.The small table called a "sofa server" is model 2121RO by *** *** *** *** *** *** *** ** ***, phone ###-###-####. This is the table she would like to purchase elsewhere so she will have two. The two large full-service furniture and bedding dealers within a few blocks of my store who both carry this brand are Siker's and Slumberland.The lamps, #CVAP 1353, are by *** *** who can be contacted at *** *** *** *** *** *** ***. We generally provide lamp repairs at no charge if they are needed within the first year of purchase, and at nominal cost if needed after that.Respectfully, this customer needs to be aware that furniture manufacturers expect their dealers to both sell and service their products. If she has any issues, we would still be contacted first. We will stand behind her products just as we do for everyone and everything else we sell.I have already made clear on several occasions, and in writing here previously, what we will do regarding the chipped edge veneer on the formica countertop in her kitchen.I will put a duplicate copy of this customer's sales ticket into the mail tonight. She should contact us when she is well enough for our *** *** and warehouse manager to come to her home for her seat deck fabric replacement. This service will in no way affect the structure or warranty of her sofa, and she is welcome to watch the process. Her sofa has a full warranty in force and we will stand behind every stipulation of this warrantyFor her convenience, I will also include a duplicate copy of this warranty booklet

I would like to resolve this customer's issues, if she would be willing to engage in conversation with me. She hung up on me on 7/while I was attempting to find a way to take care of the damaged edge of her countertop. When I discussed the broken piece with her on 7/3, she said it was
small, about an inch wide, and told me she had the broken piece taped on so it would not get lost. Our deliverymen were still in her home, and were part of this discussion. I offered her the options of having it professionally repaired, or of letting our *** *** do the repairShe said she would like us to do it. When our *** *** went to her home to do the repair on 7/5, he was able to repair the chip we had discussed. However, there is another more ragged area that appears to be an older chip (I do have photos,) and there are no pieces to glue into it. This area was not mentioned earlier, and she is accusing our drivers of taking the pieces. She had told me during our 7/conversation that the countertop is or years old and could not be matched anymore. If that is the case and she wants us to be responsible for it, I told her I would probably need to file an insurance claim and have the adjuster deal with it because the remedy would be far more extensiveShe said that would not be necessary; that she just wants us to fix the countertop. While I was trying to explain that we couldn't do that without the missing pieces, she hung up on me. I attempted twice to call her backThe first time, she wouldn't answer. The second time, she pressed keys on the phone making noise in my ear, but she didn't speak. I was at home when the deliverymen called me from her home on 7/to report the issues. I told the customer I would call the store and have someone make an appointment for our serviceman to come out on 7/5, and at the time I thought he had openings in the morning. When I phoned the store, I found that he was already booked, so I asked the employee I spoke with to reserve and afternoon time and contact her to confirm. He apparently misunderstood and reserved the time but didn't call her. For that, he and I both apologize. When the error came to light late in the morning of 7/5, we sent our *** *** out immediately.On 7/3, I also offered to exchange the sofa because of the two tiny punctures in the seat decking underneath the cushions, where it had gotten snagged on the jagged edge of the countertop. She declined the exchange and agreed to having us replace the seat decking and front band of the sofa in her home instead. I ordered the cut and sewn part immediately and it should arrive soon. This is a very large sofa, and the delivery was extremely difficult. The sofa is too big to be delivered through her front door because there isn't enough room to stand it and turn it. The only way in is through her garage and kitchen, where there are also space constrictions. While the seat deck replacement is a time consumptive repair, our *** *** is perfectly capable of doing the job in her home. But I still stand by my offer of exchange, in spite of the difficulty of getting in and out.The customer called and left a terse message late in the afternoon on July 4, when the store was closed. On the morning of 7/5, we heard from her charge card company regarding her request to file a dispute of her payment for the furniture. Janet, her sales person -- also our assistant manager -- spoke with the customer and her charge card company, offering a full explanation of what we were doing to remedy the situation. This was the same day we immediately sent our *** *** out to start the process. On 7/6, I called her to further pursue remedies. We have not refused to "work with" her, and in fact, would very much like to take care of her.I have been with Janesville Comfort Shoppe for ** years; I have *** ** *** *** *** ** ***. While we value every customer, this is the kind of longtime customer who deserves the very best service we can offer. It's particularly distressing when something happens that creates a rift in a relationship as important as one like this. But I cannot fix this if she refuses to speak with me. We always strive to do our best, and have been voted the Janesville area's #furniture business every year since 1999. That doesn't happen from walking away when something goes wrong. We sincerely want to do what we reasonably can to make this customer happy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Is there anyway to leave this open until they actually repair my new sofa? I told them I was having surgery on 7/17, and they called on 7/to make an appointment I was not home When I got home the next day, I was not well enough to deal with this at that moment They called back that day, after my surgery, but I was pretty sedated I told them I had to wait until I was well enough to be out of bed The repairman told me that it was going to take two men two hours to repair the area where they tore my brand new sofa during delivery (two very small tears) Since the repair work is so labor intensive, I don't want to close this until I find out if this is really repairable Right now, I do not feel well enough to be up watching them repairing my new sofa for two hours Every day I am up a little bit longer, so it should not be that long as long as there are no more complications with my surgical area They did mail me information on the manufactures, so I can contact them if I need warranty work
Regards,
Kriss ***