Below is our response to Revdex.com complaint *** for *** *** ***I have included two attachments for your review.We are sorry that Mrs*** received service that prompted her to contact us with a complaint, and we regret any inconvenience or frustration that this experience has causedWe strive
to provide the best possible service, and when it fails to meet our customer’s expectations, it is important for us to know.To our knowledge and per the attached signed delivery receipt, the chair was delivered in good condition to the customerThe attached report from the third part repair company as referenced by Mrs*** did indicate that the damage was caused by the customerTherefore, our manager was exceeding our company guidelines by offering to replace the damaged leg at no charge to the customerHowever, in an effort to provide excellent customer service, our manager is willing to provide a refund for the chairIf an arrangement has not already been made, Mrs*** may call the store at ###-###-#### to make the necessary arrangements.Thank you,*** ***Administrative Assistant/Customer RelationsSchewel Furniture Company###-###-####
We have thoroughly reviewed this account and the terms of the
warranty as it relates to this matter, and we regret any inconvenience or
frustration that this experience has causedThe loveseat in question was
purchased on October 9, 2014, and it included a one-year manufacturer’s
warranty for
labor and a five-year manufacturer’s warranty for parts.
Therefore, the manufacturer’s warranty for labor was no longer in effect at the
time of the original complaint, which occurred on January 19, Ms
*** may contact our *** store at *** to arrange for repair
of her loveseatHowever, while the necessary part(s) will be covered by the
warranty, she will be responsible for any labor charges incurredThis would
fulfill our obligations under the terms of the warranty
The *** store manager *** *** and I have made numerous attempts to work with this customerWe have offered to send a certified electrician from the *** Area to hook up her washer and dryerWe have offered to return her washer and dryer and credit it off her accountAt this point
due to her down payment being returned for NSF we are looking to repossess all the merchandise and close the account permanentlyThere will be no other considerations made on this account
In regards to Ms***’s first complaint, an account reflects interest for the term of the installment agreement contract When a customer pays off early, the computer rebates all remaining unearned interestMs*** did paid interest accordinglyAlthough the customer didn't purchase on
a no interest contract and the account was paid off within days of the purchase, we will refund the difference in the amount paid and the cash priceMs*** must contact the *** store directly for further assistance.While we do regret any inconvenience or frustration this experience has caused, our store manager is following the company’s guidelines by having a third party repair company, Furniture House Calls, go out to her home and repair the sofa reclinerDuring their inspection, it was determined the left and right mechanism arms are bent causing the mechanism frame to bend (report attached)Once it was determined what necessary part(s) were needed, our store manager placed the orderUnfortunately, it does take several weeks for parts to come in since they are shipped overseas, but our store manager has contacted the manufacturer rep and as soon as the part(s) come in, Furniture House Calls will repair the sofa. Thank you,*** ***Receptionist/Administrative AssistantSchewel Furniture Company###-###-####
I have reviewed the response made by the business in reference to complaint ID ***, The new sofa was delivered and seems to be unbroken ,it does appear to be smaller and the pull down tray is made differentI went to schewels and measured the sofa we looked at the store .It does measure smaller I think I got a different type sofa but can not prove it It is a less expensive sofa I am thinking,but I am done with schewels I will never step foot in their store again.Thank you Lisa for all your help you can close this complaint
Regards,
*** ***
As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell *** *** *** Company has a very good warranty and as thier partner we uphold every aspect of the warranty The warranty does explicitly state that mattresses can not be
exchanged if there is any stain or soiling This is for sanitary reasons, legal liability, and general health concerns We work with another company, *** AMD which provides a mattress pad to protect the mattress If this mattress pad becomes soiled and the mattress is damaged, the customer must call *** AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange If a stain can not be removed from the mattress, we are unable to accept it for credit.*** ***Store Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When the guy came to check the couch, I told him then, I did not want it fixedThe frame was bent also and the cushions were messed upThat's what I seen and the guy told meHe told me the office in ***, VA would call me and discuss the issueNo one ever called to talk to meI do not want it fixed or another couchI want my money backIt should have never been delivered to me in that shape and just fixing it is not acceptableI spent a lot of money in that store to get a defective merchandise and state it can be fixed the wood is even breaking it will not hold up for several years at this rateI want my money back.
Regards,
*** ***
In response to Mr*** complaint, I am really upset that we have disappointed himMr*** is a really good customer of ours and I will do what I can to make sure he is taken care ofI have talked to him and picked his mower up and took it to a different repair shop in ***. I
will also credit his account for the inconvience and gas he has spent to come to *** and bring the mower to the shop. I am hoping we can resolve this complaint and keep a very good customer *** *** Store Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Due to a management change this complaint had been over lookedSine the email we have sent a representative out and discovered the mattress did meet the requirements need for an exchange.We are now in the process if contacting the factory so we can set up an exchange for the customer.I'm truly
sorry for the oversight and delay in my response
Although we are sympathetic to Ms***’s situation, we are unable to remove her name from the accountThe court order does not supersede the legal and binding installment agreement between Ms*** and Schewel Furniture Company
Ms*** purchased a new TV and stand on April 25, To the best of our knowledge, the TV was in a box and the guide stand was packaged with the other components in the boxWe do not stock parts and our store manager normally recommend customers to call *** *** for parts if the
item is no longer under warrantySince it has been three years since she had purchased the TV, we cannot assume responsibility for a part not being in the packaging and we are not responsible for providing a refundWe have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed your expectations
To the store manager’s knowledge, Ms*** did not contact the store with her issues about the replacement sofaMs*** must contact the warranty claim company, ***, to have someone inspect her sofaIf she has any questions, she may contact the store manager for further assistance
We have overridden our policy and refunded all money for the returned furniture, including the delivery fee We do emphatically deny any damage to the customer’s homeWe have met and even exceeded the customer’s expectations, and we consider this matter resolved
We will accept the offer BUT we require a letter from the Business that clears the following people of any bill and that no negative or damaging information will be sent to any creditors and anything placed on our creditWe ask that this be sent by the 15th of Feb as our payment is dueand will need this for future reference. The following are who we need on the letter clearing us of any debt to this company *** *** *** ***
*** *** ***On 12/2/13, customer purchased her 55” television “as is” and also purchased a recliner The recliner was returned on 12/22/13, and the customer received a full refund of $ The television was returned on 2/8/as a voluntary repossession, of which
the customer was made aware by both the manager and credit managerThe customer acknowledged this and chose to proceedThis left a deficiency balance of $on her account of which the customer has been made aware and acknowledged several times.The customer’s claims that the television was defective were not substantiatedThe television was determined not to be defective and was sold to another customerWe have not had any complaints on this television from the new owner Thank you,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ** ***
While we regret any inconvenience or frustration that this experience has caused, Mrs*** was responsible for fulfilling the terms of the signed contractWe have explained to her that as a long term customer, she was with us back in the days when furniture companies did not report to the credit
bureauAs time progressed and in response to so many customers requesting that we help their credit rating, we finally started reporting in the early 2000'sSince this was a standard procedure when financing and already addressed on the back of the contract, there was not an expectation of notification
On 12/2/13, Ms*** financed a recliner and TV with Schewel Furniture Company There was a contract written for $plus 24.9% interest, with payments of $for months Ms*** signed this contract Ms*** returned the recliner on 12/22/and was given a full refund of $ On 1/3/14, Ms*** made a regular monthly payment on this account On 2/8/14, Ms*** decided to return the TV She was told by the Credit Manager and Manager that this would be treated as a voluntary repossession She still wanted to return it On 2/25/this TV was sold to another customer There is still a deficiency balance due on this account Ms*** kept this TV for months before deciding to return it When an account is repossessed, (whether voluntary or not) the customer does not receive any money back unless the merchandise is sold for more than the balance due In this case, the TV was not sold for more than the balance There is still a deficiency balance of $
All sales are processed with paper workThe delivery charge is clearly statedI am sorry the consumer did not read the contract or review the receiptThis discrepancy should've been noticed before the delivery was completed
Below is our response to Revdex.com complaint *** for *** *** ***I have included two attachments for your review.We are sorry that Mrs*** received service that prompted her to contact us with a complaint, and we regret any inconvenience or frustration that this experience has causedWe strive
to provide the best possible service, and when it fails to meet our customer’s expectations, it is important for us to know.To our knowledge and per the attached signed delivery receipt, the chair was delivered in good condition to the customerThe attached report from the third part repair company as referenced by Mrs*** did indicate that the damage was caused by the customerTherefore, our manager was exceeding our company guidelines by offering to replace the damaged leg at no charge to the customerHowever, in an effort to provide excellent customer service, our manager is willing to provide a refund for the chairIf an arrangement has not already been made, Mrs*** may call the store at ###-###-#### to make the necessary arrangements.Thank you,*** ***Administrative Assistant/Customer RelationsSchewel Furniture Company###-###-####
We have thoroughly reviewed this account and the terms of the
warranty as it relates to this matter, and we regret any inconvenience or
frustration that this experience has causedThe loveseat in question was
purchased on October 9, 2014, and it included a one-year manufacturer’s
warranty for
labor and a five-year manufacturer’s warranty for parts.
Therefore, the manufacturer’s warranty for labor was no longer in effect at the
time of the original complaint, which occurred on January 19, Ms
*** may contact our *** store at *** to arrange for repair
of her loveseatHowever, while the necessary part(s) will be covered by the
warranty, she will be responsible for any labor charges incurredThis would
fulfill our obligations under the terms of the warranty
The *** store manager *** *** and I have made numerous attempts to work with this customerWe have offered to send a certified electrician from the *** Area to hook up her washer and dryerWe have offered to return her washer and dryer and credit it off her accountAt this point
due to her down payment being returned for NSF we are looking to repossess all the merchandise and close the account permanentlyThere will be no other considerations made on this account
In regards to Ms***’s first complaint, an account reflects interest for the term of the installment agreement contract When a customer pays off early, the computer rebates all remaining unearned interestMs*** did paid interest accordinglyAlthough the customer didn't purchase on
a no interest contract and the account was paid off within days of the purchase, we will refund the difference in the amount paid and the cash priceMs*** must contact the *** store directly for further assistance.While we do regret any inconvenience or frustration this experience has caused, our store manager is following the company’s guidelines by having a third party repair company, Furniture House Calls, go out to her home and repair the sofa reclinerDuring their inspection, it was determined the left and right mechanism arms are bent causing the mechanism frame to bend (report attached)Once it was determined what necessary part(s) were needed, our store manager placed the orderUnfortunately, it does take several weeks for parts to come in since they are shipped overseas, but our store manager has contacted the manufacturer rep and as soon as the part(s) come in, Furniture House Calls will repair the sofa. Thank you,*** ***Receptionist/Administrative AssistantSchewel Furniture Company###-###-####
I have reviewed the response made by the business in reference to complaint ID ***, The new sofa was delivered and seems to be unbroken ,it does appear to be smaller and the pull down tray is made differentI went to schewels and measured the sofa we looked at the store .It does measure smaller I think I got a different type sofa but can not prove it It is a less expensive sofa I am thinking,but I am done with schewels I will never step foot in their store again.Thank you Lisa for all your help you can close this complaint
Regards,
*** ***
As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell *** *** *** Company has a very good warranty and as thier partner we uphold every aspect of the warranty The warranty does explicitly state that mattresses can not be
exchanged if there is any stain or soiling This is for sanitary reasons, legal liability, and general health concerns We work with another company, *** AMD which provides a mattress pad to protect the mattress If this mattress pad becomes soiled and the mattress is damaged, the customer must call *** AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange If a stain can not be removed from the mattress, we are unable to accept it for credit.*** ***Store Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When the guy came to check the couch, I told him then, I did not want it fixedThe frame was bent also and the cushions were messed upThat's what I seen and the guy told meHe told me the office in ***, VA would call me and discuss the issueNo one ever called to talk to meI do not want it fixed or another couchI want my money backIt should have never been delivered to me in that shape and just fixing it is not acceptableI spent a lot of money in that store to get a defective merchandise and state it can be fixed the wood is even breaking it will not hold up for several years at this rateI want my money back.
Regards,
*** ***
In response to Mr*** complaint, I am really upset that we have disappointed himMr*** is a really good customer of ours and I will do what I can to make sure he is taken care ofI have talked to him and picked his mower up and took it to a different repair shop in ***. I
will also credit his account for the inconvience and gas he has spent to come to *** and bring the mower to the shop. I am hoping we can resolve this complaint and keep a very good customer *** *** Store Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Due to a management change this complaint had been over lookedSine the email we have sent a representative out and discovered the mattress did meet the requirements need for an exchange.We are now in the process if contacting the factory so we can set up an exchange for the customer.I'm truly
sorry for the oversight and delay in my response
Although we are sympathetic to Ms***’s situation, we are unable to remove her name from the accountThe court order does not supersede the legal and binding installment agreement between Ms*** and Schewel Furniture Company
Ms*** purchased a new TV and stand on April 25, To the best of our knowledge, the TV was in a box and the guide stand was packaged with the other components in the boxWe do not stock parts and our store manager normally recommend customers to call *** *** for parts if the
item is no longer under warrantySince it has been three years since she had purchased the TV, we cannot assume responsibility for a part not being in the packaging and we are not responsible for providing a refundWe have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed your expectations
To the store manager’s knowledge, Ms*** did not contact the store with her issues about the replacement sofaMs*** must contact the warranty claim company, ***, to have someone inspect her sofaIf she has any questions, she may contact the store manager for further assistance
We have overridden our policy and refunded all money for the returned furniture, including the delivery fee We do emphatically deny any damage to the customer’s homeWe have met and even exceeded the customer’s expectations, and we consider this matter resolved
We will accept the offer BUT we require a letter from the Business that clears the following people of any bill and that no negative or damaging information will be sent to any creditors and anything placed on our creditWe ask that this be sent by the 15th of Feb as our payment is dueand will need this for future reference. The following are who we need on the letter clearing us of any debt to this company *** *** *** ***
*** *** ***On 12/2/13, customer purchased her 55” television “as is” and also purchased a recliner The recliner was returned on 12/22/13, and the customer received a full refund of $ The television was returned on 2/8/as a voluntary repossession, of which
the customer was made aware by both the manager and credit managerThe customer acknowledged this and chose to proceedThis left a deficiency balance of $on her account of which the customer has been made aware and acknowledged several times.The customer’s claims that the television was defective were not substantiatedThe television was determined not to be defective and was sold to another customerWe have not had any complaints on this television from the new owner Thank you,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ** ***
While we regret any inconvenience or frustration that this experience has caused, Mrs*** was responsible for fulfilling the terms of the signed contractWe have explained to her that as a long term customer, she was with us back in the days when furniture companies did not report to the credit
bureauAs time progressed and in response to so many customers requesting that we help their credit rating, we finally started reporting in the early 2000'sSince this was a standard procedure when financing and already addressed on the back of the contract, there was not an expectation of notification
On 12/2/13, Ms*** financed a recliner and TV with Schewel Furniture Company There was a contract written for $plus 24.9% interest, with payments of $for months Ms*** signed this contract Ms*** returned the recliner on 12/22/and was given a full refund of $ On 1/3/14, Ms*** made a regular monthly payment on this account On 2/8/14, Ms*** decided to return the TV She was told by the Credit Manager and Manager that this would be treated as a voluntary repossession She still wanted to return it On 2/25/this TV was sold to another customer There is still a deficiency balance due on this account Ms*** kept this TV for months before deciding to return it When an account is repossessed, (whether voluntary or not) the customer does not receive any money back unless the merchandise is sold for more than the balance due In this case, the TV was not sold for more than the balance There is still a deficiency balance of $
All sales are processed with paper workThe delivery charge is clearly statedI am sorry the consumer did not read the contract or review the receiptThis discrepancy should've been noticed before the delivery was completed