The customer has received a new bed rail and is not entitled to a discountFurthermore, the customer has failed to honor the terms of her contractTherefore, we consider this matter resolved; although, we regret we were unable to meet or exceed her expectations
We made an exception in the best interests of the customer on his initial purchase to allow him to exchange his recliner However, we are not at liberty to do another refund/exchange due to the significant cost to our businessOur manager followed procedure by sending personnel out to examine the recliner once the complaint was reportedTheir initial determination was that it was wear and not a manufacturer's defect However, in an effort to provide excellent customer service, the manager arranged for the recliner to be picked up and sent to a certified upholstery repairman, who examined the recliner over a period of two days and determined the recliner was not defectiveThere was never a guarantee of repair or replacement, only that it would be examinedWe have fulfilled our responsibilities in line with our policies and have done our best to meet and even exceed Mrand Mrs [redacted] expectationsWe are dismayed that they do not feel the same
While we do apologize for any inconvenience this may have caused, our store manager is following the warranty procedures by trying to repair the furnitureWe sent a third party repair company, [redacted] ***, to repair the furniture; however, the certified technician was unable to repair any furniture due to the environment of the homeIn order to continue with the repair, Mr [redacted] must provide a clean area for the technician to work in or he may pay a fee to have the furniture picked up, repair at the store, and re-deliver to his home
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The problem with the recliners began when they were delivered to my houseOne recliner was replaced after several months of calls to themThat one reclined whether or not you wanted to as soon as you set downMonths went by before it was replacedI was told by a sales person at Schewells in [redacted] that my recliners should still be covered after telling her when I had purchased it and a second plastic handle had broken on the other recliner(Plastic really.....for a chair that you will sit in and the handle will then have to pull the bottom of the chair outThe problem with the mattresses was there when it was delivered, they are correct in that it could be from wear, however it was worn when receivedSo, if they say it was wear then would that mean someone had it before me, huh I thought that was illegal I had people there when it was delivered, my two daughters and one of their boyfriendsAll of which gave me the same story that the both of the delivery guys said they knew about it when they brought it in and would order a new one and call to set a time to bring it out once it was receivedThe stove I told them had an air bubble in under the glass, this means to me that the ceramic is not attached to the glassTherefore my question was is the heat getting delivered evenly like it should? They finally got me in touch with a company that came out and they are replacing the topThe scratch I told them about and told them I knew it had that but it did not have that when I first contacted them about it and that was not the reason I was concernedAs far as collectionsYES they did make several calls for payments......my stuff was delivered in December ......in February I was upset and went to the store sat down with them and went over everything that was wrongAt that time I told the person to make note unless someone addressed my problems I would not payWell it's now June and finally after months of no payments and threatening to take me to court I spoke with someone there, who I agreed to make payments if they started addressing my problemsI would also like it made known I was willing to go to court over this, because I told them that I didn't think a judge would make me pay for the poor quality items that had been delivered and the mess of customer service I was givenThe only reason I did not go to court is because my husband didn't want me to go to court and get even more upset (since I have some serious health issues) and didn't want me to have to miss more work over themIn closing, my main problem is that companies can add late fees, add court fees, add all these fees when I am late but what about the service.....what about the customer Do I not get anything for my time, in having make calls, take time to go in and sit down with them, being there many times having to get someone to take off from work, to miss their time or my time at workI should not, neither should anyone have to go through all the ordeal to buy some furniture for your homeI think that I deserve some compensation for all that I have had to go through......or I will not go here again and I definitely will make it known to everyone I know not to go to Schewells as wellNeither I nor anyone else should have to go through this mess Regards, [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is in reference to complaint number [redacted] As of this morning, May 4th we are not able to get a satisfactory outcome with the business in question Thanking you in advance I am [redacted]
We would be glad to pick up and repair Mr [redacted] reclinerOnce repaired, the recliner will be available for pick it up once all the terms of his agreement have been met
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As stated before I'm not only one that has gotten them from this store and am 100% sure not the first to bring it to your attention My first couch was indeed used and was replacedI'm sure your documents state this as wellBut as I stated this is very unjustified and a shame a company your size should want to treat your customers in a perfeshional manorI have made several purchases from your over the years but this will be my last Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First of all, the television had been removed from the box before delivery to my home so that the brackets could be installed on the back of the television so that it could be hung on the stand that I purchased to go along with the televisionI was handed the original stand that was covered with a plastic/foam like wrapping and a plastic bag that was open and had several screws in itI placed the stand and the plastic bag with the screws together so that if I ever decided to use the original stand, I would have everythingHowever, as I stated in my original complaint, there was no guide stand in the supplies I was givenThe salesperson, [redacted] and an African American gentleman who delivers came into my home and affixed the TV to the stand that I purchasedAgain, this is unacceptable considering the amount of money spent for the purchase of this product and that I paid it off as promisedSo much for customer service from what is supposed to be such a reputable company and from a salesman who takes pride in the fact that he is a "christian" and believes in treating his customers rightI still feel I should be reimbursed for a part I NEVER received whether it was minutes or years before I discovered they NEVER gave me the part! Regards, [redacted] ***
Although we are sympathetic to Ms [redacted] ’s accident, our store manager was following the company’s procedures in regards to her sofaWe have tried to send out our third party repair company, [redacted] ***, to inspect and repair, but she refused to have them come out to her homeIn order for us to replace any furniture, [redacted] helps us to determine if a furniture is unrepairable before we can replaceIn regards to the sofa being delivered damaged, Ms [redacted] did not indicate this on the delivery receipt at the time of delivery and she did not report this until months laterWhile it is standard procedure for our stores to attempt to repair a furniture before doing anything else, our store manager decided to take the sofa back and to provide credit back to Ms [redacted] after she had visited the store over the weekendIf she has any further questions, she may reach out to our Charlottesville store manager
While we do regret any inconvenience or frustration this experience has caused, our store manager has followed company guidelines in fulfilling the warranty obligationsOur store manager has been trying to contact the customer since Monday to arrange a time for a certified, licensed technician to go out to her home againBut in order to appease the customer, we are willing to return the washer and provide a full refundPlease contact our [redacted] store manager to make necessary arrangements.Thank you, [redacted]
DEAR [redacted] MRS [redacted] CAME INTO THE STORE ON 09/04/SHE TRYED OUR RECLINER ON OUR SHOW ROOM, AND LIKED IT & THEN DECIDED TO PURCHASE ITWE DELIVERED THE RECLINER TO HER RESIDENCE ON 09/10/SHE CALLED INTO OUR STORE ON 09/11/15, AND WANTED TO RETURN ITI THEN TOLD HER THAT WE HAD A 20% RESTOCKING FEE(WHICH IS POSTED IN OUR STORE), AND SUGGESTED THAT WE GIVE HER INSTORE CREDIT TO RESLECT DIFFERENT MERCHANDISE DUE TO THE FACT THAT THERE WAS NOTHING WRONG WITH THE CHAIR SHE HAD PICKED OUT BESIDES THE FACT OF IT BEING TO FIRMI EXPLAINED TO HER THAT THE REASON OF THE 20% RESTOCKING FEE WAS DUE TO THE FACT THAT WE WOULD THEN HAVE TO SELL THE CHAIR AT A DISCOUNTED PRICE WITH NO WARRANTY, BECAUSE IT HAD BEEN IN SOMEONE ELSES HOMEMRS[redacted] WAS NOT HAPPY WITH THE INSTORE CREDITSO MOVING FOWARD OUR RESOLUTION TO THE PROBLEM IS TO REFUND MRS [redacted] EVERYTHING EXCEPT 20% RESTOCKING FEE OF THE PRICE OF THE CHAIR & DELIVERY CHARGEWHICH MEANS SHE WILL GET A REFUND OF $619.84, AND WE WILL PICK UP THE MERCHANDISE AT NO CHARGETHERE WILL BE NO INSTORE CREDITI HOPE THIS WILL RESOLVE THE MATTERTHANK YOU FOR YOUR TIME! SINCERELY, [redacted]
the padding on the bottom of the chair needs to be replacedWhen they originally tried to fix the problem it was not fixed correctlyThey have done the same thing twice and it still is not rightNow they want to charge me to fix it without having informed me when I called the third timeThey supposedly ordered the materials needed the third time then when called to set up a time to fix it they mentioned that now they want to charge meThey also have called but will not leave me a message since I have turned this over to youWhen I call back I get told by the switch board operator she has no way of transferring me cause she does not know who called
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I had purchased furniture from Schewel for years or more and I never had to endure such behavior When making a statement that they are going to pay the full refund, they should do so Also as a courtesy they should have cancelled the payment because they prolonged the request to pick up the washer in July Also be mindful all customers are not as patient and courteous and I've been towards you all Regards, [redacted]
Dear Revdex.com;This is in response to complaint # [redacted] The customer has requested a refund for a sofa and recliner purchased on September 10, The customer has also expressed an issue with the TV purchased at the same time.With respect to the TV, it was clearly noted on the signed contract: “Possible delays please keep advised – customer doesn’t need until 10/1/15” Less than a week later, on September 16, the customer was left a telephone message that the vendor shipment of the TV in fact was delayed She was left another message to this effect again on September The option of receiving the floor display TV at a price discount rather than waiting on the vendor delivery or reselecting an in-stock TV was offered to the customer and accepted When she came to pithe TV on October 2, there was confusion in regards to the proper remote She was given a remote that did not have the full range of functionality as the one that should have been given to her To our knowledge this problem was resolved many months ago but if it has not, then we will be glad to order another remote for the customer.The complaint also raises an issue concerning a sofa and recliner that were purchased at the same time of the TV The sofa and recliner are manufactured by a company well known and respected within the furniture industry Their product is carried and sold by a number of furniture retailers in the [redacted] area Most the sofas that Schewels carries have a medium density cushion core (inside) similar to that as the sofa purchased This core provides a balance between comfort and wear that most consumers seek While there may be slight variations in the manufacturer of the thousands of cushion cores that Schewels sells along with every sofa, loveseat and recliner each year, with few exceptions the cores are consistently manufactured from one item to the next To accommodate these exceptions every customer is given a copy of Schewels Return & Servicing policy which this customer also received This policy provides that Schewels will repair any furniture manufacturer defect within the first year of purchase excepting wear and tear The biggest variation of furniture performance relates to its usage, - the wear and tear the product receives once in the customer’s home With the huge variation in customer use, if not expectations, and the consistency of the manufactured product across hundreds and thousands of sofas sold, Schewels servicing commitment for the first year ensures that the product will be returned to its original specification should a manufacturers defect occur during this period Because furniture is made to be used and the use varies so much from customer to customer Schewels does not accept returns on its upholstery beyond the first week During this time the customer can thoroughly evaluate their purchase in the leisure of their home.In this particular instance, after more than five months of using the merchandise, on March 4th, the customer called concerning the compaction of the seat cushions on the sofa and recliner These items were inspected on March 9th and it appeared that there may have been more compaction than would be expected from use (Often times the compaction issue can be resolved by simply rotating the cushion to help promote even wear.) Although the photos taken of this particular sofa show a cushion that is are far from flat, new cushions were ordered on March 10th The typical turn-around on upholstery parts orders is about six weeks On April 12, the customer called and talked to the assistant manager concerning the status of the parts order After investigating, he left a message for the customer the next day advising her that the sofa cushion cores were expected in on April and indicated he would like her to call to make service arrangements to replace the cushion insides On April 18th, the customer called and the assistant manager told her the cushion cores had arrived and that the recliner cushion was expected later this week The customer has insisted upon a return and refund of her purchase This is not an option at this point but Schewels does have the cushion core replacements on hand should the customer decide to pursue this option.Having had the opportunity by chance to monitor our employees responses to the customer request I can say at no point was any employee less than courteous in discussing a way to resolve the issue raised by the customer I apologize if the customer is dissatisfied with our response and feels mistreated We are fully prepared to service the product purchase now and during the remainder of the warranty period.Sincerely [redacted] , Store Manager
We are sorry that you’ve received service that prompted you to contact us with a complaint and we regret any inconvenience or frustration that your experience has caused youWe are willing to provide you two options for the inconvenience you have enduredWe can give you $in a form of a check, which is the difference of the original credit of $1,and the credit you did received of $The second option is we can provide you a recliner that goes with your sofa and loveseat at no chargePlease contact our [redacted] store manager with your decision
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My husband and I have considered this offer carefullyWe are grateful that Schewel's at least offered a store creditTheir response stated the chair was sold to us "as is"These words were never usedThe sale invoice does not have those words any where on itWe would have to put money with the credit to purchase a new chairWe really do not trust this furniture store to stand behind a new purchase or be truthful in our dealings with themBottom line, this chair was not leather and was sold to us as suchThis was not addressed in the responseWe really do not to want to do further business with this companySo, we are rejecting the offer of store creditThe only satisfactory resolution for us is a refund Regards, [redacted]
I have spoken to Mr [redacted] the [redacted] store manager, and there are some similarities between the customer's version of events and our store's versionTherefore Mr [redacted] took the liberty of returning the delivery fee to Ms [redacted] s accountWe are truly sorry we did not meet or exceed her expectations
Our store manager has sent a request to our third party, [redacted] ***, yesterday to set up an appointment to inspect her mattressWhile we normally do not exchange mattresses due to comfort issue, our store manager is willing to go above and beyond by exchanging the mattress once [redacted] [redacted] inspects the mattress, as long as it is clean and stain free
Our credit supervisor has contacted the customer and resolved the situation She explained to Ms [redacted] that the note in her file was due to a first payment default on her last account and not paying her December and January payments until FebruaryIt is standard procedure that in these instances, only the credit manager could approve future salesUnfortunately our credit manager was out due to a death in her family, and while a credit supervisor should have been contacted, the staff believed that waiting another day would not be an issue as the customer stated her purchase would be Christmas presents for her husbandOur credit supervisor apologized for Ms***’s inconvenience, waived the standard down payment typically required on previously delinquent accounts, and confirmed that the items would be available for pickup that day.Thank you, [redacted]
The customer has received a new bed rail and is not entitled to a discountFurthermore, the customer has failed to honor the terms of her contractTherefore, we consider this matter resolved; although, we regret we were unable to meet or exceed her expectations
We made an exception in the best interests of the customer on his initial purchase to allow him to exchange his recliner However, we are not at liberty to do another refund/exchange due to the significant cost to our businessOur manager followed procedure by sending personnel out to examine the recliner once the complaint was reportedTheir initial determination was that it was wear and not a manufacturer's defect However, in an effort to provide excellent customer service, the manager arranged for the recliner to be picked up and sent to a certified upholstery repairman, who examined the recliner over a period of two days and determined the recliner was not defectiveThere was never a guarantee of repair or replacement, only that it would be examinedWe have fulfilled our responsibilities in line with our policies and have done our best to meet and even exceed Mrand Mrs [redacted] expectationsWe are dismayed that they do not feel the same
While we do apologize for any inconvenience this may have caused, our store manager is following the warranty procedures by trying to repair the furnitureWe sent a third party repair company, [redacted] ***, to repair the furniture; however, the certified technician was unable to repair any furniture due to the environment of the homeIn order to continue with the repair, Mr [redacted] must provide a clean area for the technician to work in or he may pay a fee to have the furniture picked up, repair at the store, and re-deliver to his home
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The problem with the recliners began when they were delivered to my houseOne recliner was replaced after several months of calls to themThat one reclined whether or not you wanted to as soon as you set downMonths went by before it was replacedI was told by a sales person at Schewells in [redacted] that my recliners should still be covered after telling her when I had purchased it and a second plastic handle had broken on the other recliner(Plastic really.....for a chair that you will sit in and the handle will then have to pull the bottom of the chair outThe problem with the mattresses was there when it was delivered, they are correct in that it could be from wear, however it was worn when receivedSo, if they say it was wear then would that mean someone had it before me, huh I thought that was illegal I had people there when it was delivered, my two daughters and one of their boyfriendsAll of which gave me the same story that the both of the delivery guys said they knew about it when they brought it in and would order a new one and call to set a time to bring it out once it was receivedThe stove I told them had an air bubble in under the glass, this means to me that the ceramic is not attached to the glassTherefore my question was is the heat getting delivered evenly like it should? They finally got me in touch with a company that came out and they are replacing the topThe scratch I told them about and told them I knew it had that but it did not have that when I first contacted them about it and that was not the reason I was concernedAs far as collectionsYES they did make several calls for payments......my stuff was delivered in December ......in February I was upset and went to the store sat down with them and went over everything that was wrongAt that time I told the person to make note unless someone addressed my problems I would not payWell it's now June and finally after months of no payments and threatening to take me to court I spoke with someone there, who I agreed to make payments if they started addressing my problemsI would also like it made known I was willing to go to court over this, because I told them that I didn't think a judge would make me pay for the poor quality items that had been delivered and the mess of customer service I was givenThe only reason I did not go to court is because my husband didn't want me to go to court and get even more upset (since I have some serious health issues) and didn't want me to have to miss more work over themIn closing, my main problem is that companies can add late fees, add court fees, add all these fees when I am late but what about the service.....what about the customer Do I not get anything for my time, in having make calls, take time to go in and sit down with them, being there many times having to get someone to take off from work, to miss their time or my time at workI should not, neither should anyone have to go through all the ordeal to buy some furniture for your homeI think that I deserve some compensation for all that I have had to go through......or I will not go here again and I definitely will make it known to everyone I know not to go to Schewells as wellNeither I nor anyone else should have to go through this mess Regards, [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is in reference to complaint number [redacted] As of this morning, May 4th we are not able to get a satisfactory outcome with the business in question Thanking you in advance I am [redacted]
We would be glad to pick up and repair Mr [redacted] reclinerOnce repaired, the recliner will be available for pick it up once all the terms of his agreement have been met
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As stated before I'm not only one that has gotten them from this store and am 100% sure not the first to bring it to your attention My first couch was indeed used and was replacedI'm sure your documents state this as wellBut as I stated this is very unjustified and a shame a company your size should want to treat your customers in a perfeshional manorI have made several purchases from your over the years but this will be my last Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First of all, the television had been removed from the box before delivery to my home so that the brackets could be installed on the back of the television so that it could be hung on the stand that I purchased to go along with the televisionI was handed the original stand that was covered with a plastic/foam like wrapping and a plastic bag that was open and had several screws in itI placed the stand and the plastic bag with the screws together so that if I ever decided to use the original stand, I would have everythingHowever, as I stated in my original complaint, there was no guide stand in the supplies I was givenThe salesperson, [redacted] and an African American gentleman who delivers came into my home and affixed the TV to the stand that I purchasedAgain, this is unacceptable considering the amount of money spent for the purchase of this product and that I paid it off as promisedSo much for customer service from what is supposed to be such a reputable company and from a salesman who takes pride in the fact that he is a "christian" and believes in treating his customers rightI still feel I should be reimbursed for a part I NEVER received whether it was minutes or years before I discovered they NEVER gave me the part! Regards, [redacted] ***
Although we are sympathetic to Ms [redacted] ’s accident, our store manager was following the company’s procedures in regards to her sofaWe have tried to send out our third party repair company, [redacted] ***, to inspect and repair, but she refused to have them come out to her homeIn order for us to replace any furniture, [redacted] helps us to determine if a furniture is unrepairable before we can replaceIn regards to the sofa being delivered damaged, Ms [redacted] did not indicate this on the delivery receipt at the time of delivery and she did not report this until months laterWhile it is standard procedure for our stores to attempt to repair a furniture before doing anything else, our store manager decided to take the sofa back and to provide credit back to Ms [redacted] after she had visited the store over the weekendIf she has any further questions, she may reach out to our Charlottesville store manager
While we do regret any inconvenience or frustration this experience has caused, our store manager has followed company guidelines in fulfilling the warranty obligationsOur store manager has been trying to contact the customer since Monday to arrange a time for a certified, licensed technician to go out to her home againBut in order to appease the customer, we are willing to return the washer and provide a full refundPlease contact our [redacted] store manager to make necessary arrangements.Thank you, [redacted]
DEAR [redacted] MRS [redacted] CAME INTO THE STORE ON 09/04/SHE TRYED OUR RECLINER ON OUR SHOW ROOM, AND LIKED IT & THEN DECIDED TO PURCHASE ITWE DELIVERED THE RECLINER TO HER RESIDENCE ON 09/10/SHE CALLED INTO OUR STORE ON 09/11/15, AND WANTED TO RETURN ITI THEN TOLD HER THAT WE HAD A 20% RESTOCKING FEE(WHICH IS POSTED IN OUR STORE), AND SUGGESTED THAT WE GIVE HER INSTORE CREDIT TO RESLECT DIFFERENT MERCHANDISE DUE TO THE FACT THAT THERE WAS NOTHING WRONG WITH THE CHAIR SHE HAD PICKED OUT BESIDES THE FACT OF IT BEING TO FIRMI EXPLAINED TO HER THAT THE REASON OF THE 20% RESTOCKING FEE WAS DUE TO THE FACT THAT WE WOULD THEN HAVE TO SELL THE CHAIR AT A DISCOUNTED PRICE WITH NO WARRANTY, BECAUSE IT HAD BEEN IN SOMEONE ELSES HOMEMRS[redacted] WAS NOT HAPPY WITH THE INSTORE CREDITSO MOVING FOWARD OUR RESOLUTION TO THE PROBLEM IS TO REFUND MRS [redacted] EVERYTHING EXCEPT 20% RESTOCKING FEE OF THE PRICE OF THE CHAIR & DELIVERY CHARGEWHICH MEANS SHE WILL GET A REFUND OF $619.84, AND WE WILL PICK UP THE MERCHANDISE AT NO CHARGETHERE WILL BE NO INSTORE CREDITI HOPE THIS WILL RESOLVE THE MATTERTHANK YOU FOR YOUR TIME! SINCERELY, [redacted]
the padding on the bottom of the chair needs to be replacedWhen they originally tried to fix the problem it was not fixed correctlyThey have done the same thing twice and it still is not rightNow they want to charge me to fix it without having informed me when I called the third timeThey supposedly ordered the materials needed the third time then when called to set up a time to fix it they mentioned that now they want to charge meThey also have called but will not leave me a message since I have turned this over to youWhen I call back I get told by the switch board operator she has no way of transferring me cause she does not know who called
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I had purchased furniture from Schewel for years or more and I never had to endure such behavior When making a statement that they are going to pay the full refund, they should do so Also as a courtesy they should have cancelled the payment because they prolonged the request to pick up the washer in July Also be mindful all customers are not as patient and courteous and I've been towards you all Regards, [redacted]
Dear Revdex.com;This is in response to complaint # [redacted] The customer has requested a refund for a sofa and recliner purchased on September 10, The customer has also expressed an issue with the TV purchased at the same time.With respect to the TV, it was clearly noted on the signed contract: “Possible delays please keep advised – customer doesn’t need until 10/1/15” Less than a week later, on September 16, the customer was left a telephone message that the vendor shipment of the TV in fact was delayed She was left another message to this effect again on September The option of receiving the floor display TV at a price discount rather than waiting on the vendor delivery or reselecting an in-stock TV was offered to the customer and accepted When she came to pithe TV on October 2, there was confusion in regards to the proper remote She was given a remote that did not have the full range of functionality as the one that should have been given to her To our knowledge this problem was resolved many months ago but if it has not, then we will be glad to order another remote for the customer.The complaint also raises an issue concerning a sofa and recliner that were purchased at the same time of the TV The sofa and recliner are manufactured by a company well known and respected within the furniture industry Their product is carried and sold by a number of furniture retailers in the [redacted] area Most the sofas that Schewels carries have a medium density cushion core (inside) similar to that as the sofa purchased This core provides a balance between comfort and wear that most consumers seek While there may be slight variations in the manufacturer of the thousands of cushion cores that Schewels sells along with every sofa, loveseat and recliner each year, with few exceptions the cores are consistently manufactured from one item to the next To accommodate these exceptions every customer is given a copy of Schewels Return & Servicing policy which this customer also received This policy provides that Schewels will repair any furniture manufacturer defect within the first year of purchase excepting wear and tear The biggest variation of furniture performance relates to its usage, - the wear and tear the product receives once in the customer’s home With the huge variation in customer use, if not expectations, and the consistency of the manufactured product across hundreds and thousands of sofas sold, Schewels servicing commitment for the first year ensures that the product will be returned to its original specification should a manufacturers defect occur during this period Because furniture is made to be used and the use varies so much from customer to customer Schewels does not accept returns on its upholstery beyond the first week During this time the customer can thoroughly evaluate their purchase in the leisure of their home.In this particular instance, after more than five months of using the merchandise, on March 4th, the customer called concerning the compaction of the seat cushions on the sofa and recliner These items were inspected on March 9th and it appeared that there may have been more compaction than would be expected from use (Often times the compaction issue can be resolved by simply rotating the cushion to help promote even wear.) Although the photos taken of this particular sofa show a cushion that is are far from flat, new cushions were ordered on March 10th The typical turn-around on upholstery parts orders is about six weeks On April 12, the customer called and talked to the assistant manager concerning the status of the parts order After investigating, he left a message for the customer the next day advising her that the sofa cushion cores were expected in on April and indicated he would like her to call to make service arrangements to replace the cushion insides On April 18th, the customer called and the assistant manager told her the cushion cores had arrived and that the recliner cushion was expected later this week The customer has insisted upon a return and refund of her purchase This is not an option at this point but Schewels does have the cushion core replacements on hand should the customer decide to pursue this option.Having had the opportunity by chance to monitor our employees responses to the customer request I can say at no point was any employee less than courteous in discussing a way to resolve the issue raised by the customer I apologize if the customer is dissatisfied with our response and feels mistreated We are fully prepared to service the product purchase now and during the remainder of the warranty period.Sincerely [redacted] , Store Manager
We are sorry that you’ve received service that prompted you to contact us with a complaint and we regret any inconvenience or frustration that your experience has caused youWe are willing to provide you two options for the inconvenience you have enduredWe can give you $in a form of a check, which is the difference of the original credit of $1,and the credit you did received of $The second option is we can provide you a recliner that goes with your sofa and loveseat at no chargePlease contact our [redacted] store manager with your decision
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My husband and I have considered this offer carefullyWe are grateful that Schewel's at least offered a store creditTheir response stated the chair was sold to us "as is"These words were never usedThe sale invoice does not have those words any where on itWe would have to put money with the credit to purchase a new chairWe really do not trust this furniture store to stand behind a new purchase or be truthful in our dealings with themBottom line, this chair was not leather and was sold to us as suchThis was not addressed in the responseWe really do not to want to do further business with this companySo, we are rejecting the offer of store creditThe only satisfactory resolution for us is a refund Regards, [redacted]
I have spoken to Mr [redacted] the [redacted] store manager, and there are some similarities between the customer's version of events and our store's versionTherefore Mr [redacted] took the liberty of returning the delivery fee to Ms [redacted] s accountWe are truly sorry we did not meet or exceed her expectations
Our store manager has sent a request to our third party, [redacted] ***, yesterday to set up an appointment to inspect her mattressWhile we normally do not exchange mattresses due to comfort issue, our store manager is willing to go above and beyond by exchanging the mattress once [redacted] [redacted] inspects the mattress, as long as it is clean and stain free
Our credit supervisor has contacted the customer and resolved the situation She explained to Ms [redacted] that the note in her file was due to a first payment default on her last account and not paying her December and January payments until FebruaryIt is standard procedure that in these instances, only the credit manager could approve future salesUnfortunately our credit manager was out due to a death in her family, and while a credit supervisor should have been contacted, the staff believed that waiting another day would not be an issue as the customer stated her purchase would be Christmas presents for her husbandOur credit supervisor apologized for Ms***’s inconvenience, waived the standard down payment typically required on previously delinquent accounts, and confirmed that the items would be available for pickup that day.Thank you, [redacted]