Ms*** has been notified since receiving the Revdex.com complaint and our store manager has made arrangements to send a third party, *** *** ***, to inspect the furnitureOnce we receive the report from *** *** ***, we will then determine to repair or replace the furniture
Mr*** contacted our *** store about an issue with the shift gear making ‘clicking’ noiseThe lawn mower was then taken to the repair shopThe repair shop reported back to the store manager saying they found nothing wrong with the lawn mower and was unable to reproduce the ‘clicking’
noise that Mr*** reportedThe repair shop will continue to check before returning the lawn mower; however, our store manager is willing to return the lawn mower and provide a refund to Mr***Mr*** must contact our store manager for further assistance
Schewels is in receipt of complaint ID #*** concerning the mattress purchased on July 4, The mattress purchased by the customer is marketed as a "Back Supporter" by the manufacturer meaning that there is a concentration of springs and coils in the area of the mattress upon
which a person's back rests when lying in bed.I'm sorry to learn of the person's recent back and knee surgeriesThe surgery has apparently resulted in some discomfortAs noted on the form signed by the customer at the time of purchase, we do not accept returns on bedding after use It would seem to me that any person might expect some discomfort no matter what the mattress after such an operationFrom the recent visit by our technician, we have seen that the bedding has retained its structural integrity and the problems being experienced are not related to any warranty issue.Sincerely,*** ***, 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,
*** ***
I paid $with my credit card on the TV which I returned and Schewels would not refund it, so I feel they owe me money. I don't owe them anything. The TV picture was too dark and had lines in it is the reason I returned it. I don't feel I should have to keep something and pay for it if it is not working properly. This should not reflect bad on my credit when I don't owe the company any money
Ms*** first purchased a washer back on April 27, at the price of $The first washer was returned on December 10, and was given a full refund of $On the same day, Ms*** purchased a different washer for the price of $Her 2nd washer was also having issues so our
store manager sent a certified technician to her home to inspect the washerIt was determined by the technician that it will be cheaper to replace the washer instead of fixing it Ms*** went into our store to make her selection, which she chose the LG washer for the price of $While the LG washer is more in price, we did not charge her for the difference as we exchange the washer for the same or similar features We do apologize for any misunderstandings as the credit of $was already returned back in 2013. In regards to Ms***’s warranty, she is responsible to pay for the extended warranty for her replacement washerAs stated in the copy of her warranty (see attached, number 11), the warranty is considered fulfilled once we replace an item and she will have to pay for extended warranty on the replacement itemIf she elects not to purchase an extended warranty, she will have a year manufacturer warranty on her washer
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,
*** ***
FIRST OFF I WAS UPSET AT THERE DECISION NOT TO HONOR THE PURCHASE AGREEMENT, BUT ONLY BECAUSE WHEN THE GUYS THEY SENT OUT HERE HAD TOLD ME BEFORE THEY LEFT THAT IT DID FALL IN LINE WITH THERE GUIDELINES AND I WOULD RECIEVE A CALL TO GET MY MATTRESS REPLACEDIF THEY HAD TOLD ME THAT IT DID NOT MEET THE GUIDELINE THEN OBVIOUSLY I WOULD HAVE EXCEPTED THAT BECAUSE LIKE *** POINTED OUT , IT DOES HAVE A TEN YEARS WARRANTYTHIS IS NOT THE FIRST TIME *** HAS BELITTLED ME OVER A PURCHASE IN THAT STORE AND I HAVE SPENT THOUSANDS OF DOLLARS OVER THE LAST FEW YEARS FURNISHING TWO HOMES.I DO NOT FEEL THAT SHE CAN BE FAIR AND OPEN MINDED ABOUT THIS AND WISH TO TAKE IT OVER HER HEAD AS I SHOULD HAVE DONE THE LAST TIME SHE ACTED OUT TOWARDS MEYES THIS MATTRESS IS NO LONGER COMFORTABLE AND I DO REALIZE PEOPLES BODIES CHANGE, BUT THIS PARTICULAR MATTRESS CLEARLY HAS NOT LIVED UP TO WHAT IT SHOULD HAVE AND I WANT IT REPLACEDIN THE FUTURE WHOEVER THEY SEND OUT SHOULD BE ON THE SAME PAGE AND KNOW WHAT THEYRE DOING BECAUSE I WAS CLEARLY TOLD IT WOULD BE REPLACED AND ONE OF THE GUYS EVEN TOLD ME THAT THE GUY WHO TOLD ME THAT WAS IN TRAINING AND SHOULD NOT HAVE TOLD ME SUCHWELL HE NEVER SHOULD HAVE LEFT MY HOME AGREEING WITH AND KNOWING FULL WELL THAT I WAS UNDER THE IMPRESSION THAT IT WOULD BE REPLACED SINCERLY, *** * ***
While we do apologize Ms*** did not get a response back from the *** store in a timely manner; however, it is Schewel’s policy that we have to repair the furniture before moving a step forwardIf we’re not able to repair her sofa recliner, then we can replace itIn order to move forward with the repair, Ms*** must contact our store manager to reschedule a date to have Furniture House Calls go out to her home.Thank you,*** ***Receptionist/Administrative AssistantSchewel Furniture Company###-###-####
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. I was so disappointed that the manager calls and acts like he really wants to help only to act like a salesman when it was said and doneFor twenty years we have bought furniture from that store...amounting to thousands of dollars Its the last three things we bought that have not been up to par as they were in early years. Prices go up but quality goes down. To tell me to get an iron frame then try to sale me the railing while putting it all in also was insultingOn that big of a bed frame and mattress, why wasnt a metal rail on there to start.? The price of the rails was but a very small percentage of what we bought from them over the years with interest. They just lost a good customer. If this is all they can do after what we speNT over twenty years with them, be a sured that I will let the people I deal with in ministry the way this has gone.Regretfully,*** *** ***
We are sorry that Ms*** 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 one’s expectations, it is important for us
to
know
We have thoroughly reviewed this
account and the terms of the warranty as it relates to this matter. The sectional sofa was purchased on October 3,
2013, and it included a one-year manufacturer’s warranty for labor and a limited
lifetime mechanism and frame warranty. We have continued to honor the
terms of the warranty by addressing each needed repair, and an exchange has not
been warranted. Although the manufacturer’s
warranty for labor is no longer in effect, our store manager ***, in an effort
to provide excellent customer service, has offered to make any needed repairs
at no cost to the customerMs*** may contact our *** store at ###-###-####
to arrange for repair of her furnitureThis would fulfill our obligations
under the terms of the warranty
Ms*** has also purchased the Stain Protection Warranty
In order to file a claim regarding a stain, she will need to contact the
*** warranty company at ###-###-####.
Detailed instructions on filing a claim are included on the attached
brochureOnce again, we regret that we have not been able to meet or exceed
our customer’s expectations
While we do regret any inconvenience or frustration this experience has caused, our store manager has followed Company guidelines in fulfilling the warranty obligations The original date of purchase was May 7, with the first payment due on June 10, per the attached contract
As evidenced by the attached Legal Collection Report, this account has been behind by at least one month and as many as three months since June The damage to the merchandise was not reported to the store until February 2016, at which time a service call was requestedA third party repair company Furniture House Calls performed the service call and determined that the damage to the recliner was caused by the customer (per attached report)However, in an effort to provide excellent customer service, store manager *** ordered the necessary part, as evidenced by the attached purchase order, with the intention of scheduling a repair call once the part was received At that point, the customer was still two payments behind; therefore, the customer was informed that the account would need to be brought current by fulfilling the terms of the contract before the repair was completed.We hope to receive the part by next week and are willing to arrange for repair service provided that the March payment has been received
It is our
understanding that the issue has been resolved by the [redacted] store manager.
We are sorry that you received service that prompted you to file a complaint,
and we regret any inconvenience or frustration that your experience has caused
you. Thank you for the opportunity to look...
into this matter and make any
necessary improvements to ensure that our staff conducts itself in a manner
that reflects the high regard that we have for our customers.
Our store manager had spoken to Mrs. [redacted]’s husband after speaking with Mrs. [redacted] and her husband can confirm that we did go out to their home in October. Our store manager sent someone out to their home as courtesy to see what we can do since they were out of warranty. Mrs. [redacted] has a 1...
year warranty that expired and Schewels has never offer a 2 year warranty. While we do apologize for any miscommunication; however, it was never told that we will pick up the furniture and repair it. Since their furniture was out of warranty at the time we went out, we have tried to fix the problem, but told them there’s nothing further we can do. Our store manager did express to Mrs. [redacted]’s husband that they have a 1 year warranty that’s expired, but is willing to go back out to see what he can do once he hears back from her husband. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed her expectations.
the padding on the bottom of the chair needs to be replaced. When they originally tried to fix the problem it was not fixed correctly. They have done the same thing twice and it still is not right. Now they want to charge me to fix it without having informed me when I called the third time. They...
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 me. They also have called but will not leave me a message since I have turned this over to you. When 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.they are doing NOTHING to correct the problem! if this is the way schewels handles their merchandise and customers I'm surprised the Revdex.com isn't swamped with complaints! I am not happy nor satisfied at all with the response or the furniture! is there nothing more that can be done? or do we just have to accept the furniture and let it further fall apart then try to get lazy boy to replace it? I thought if we started this process with schewels before we had the furniture very long it would be able to be handled better. at this point I think a full refund and they pick this stuff up would be in every ones best interest then we can go to a more reputable firm to buy something that might hold up more than 2 monthsas far as them trading the recliner in the 1st place, we had purchased a different set completely and a much cheaper cost, and after we had it in the house for 2 days we traded it for the lazy boy set and a substantial price difference that we paid in cash . they were the ones who accepted and traded for the higher price furniture, it was up to them that time. they did benefit from the deal by several hundred dollars!
Regards,
[redacted]
The complaint has not been going on for two years as stated in Mr. [redacted]’s complaint. We received the complaint from Mr. [redacted] back in November 2016 in regards to the cushions taking 6 months to arrive. While we do apologize for the inconvenience, we are at the mercy of the manufacturer anytime we have to order a part. Once the cushions arrived, Mr. [redacted]’s account was behind and he had to catch up on his payments before we can send a request to [redacted] to schedule an appointment for repairs. We are trying to assist Mr. [redacted], but in order to do so, he must provide a clean area for the technician to work in or we may pick up the furniture, repair, and then deliver back to his home for a fee. If Mr. [redacted] feels he will need a lawyer then we will be happy to speak with the lawyer going forward.
While we do apologize for any inconvenience this may have caused, our store manager is following the warranty procedures by trying to repair the furniture. We 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 home. In 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 made by the business in reference to complaint ID [redacted], 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,
[redacted]
Ms*** has been notified since receiving the Revdex.com complaint and our store manager has made arrangements to send a third party, *** *** ***, to inspect the furnitureOnce we receive the report from *** *** ***, we will then determine to repair or replace the furniture
Mr*** contacted our *** store about an issue with the shift gear making ‘clicking’ noiseThe lawn mower was then taken to the repair shopThe repair shop reported back to the store manager saying they found nothing wrong with the lawn mower and was unable to reproduce the ‘clicking’
noise that Mr*** reportedThe repair shop will continue to check before returning the lawn mower; however, our store manager is willing to return the lawn mower and provide a refund to Mr***Mr*** must contact our store manager for further assistance
Schewels is in receipt of complaint ID #*** concerning the mattress purchased on July 4, The mattress purchased by the customer is marketed as a "Back Supporter" by the manufacturer meaning that there is a concentration of springs and coils in the area of the mattress upon
which a person's back rests when lying in bed.I'm sorry to learn of the person's recent back and knee surgeriesThe surgery has apparently resulted in some discomfortAs noted on the form signed by the customer at the time of purchase, we do not accept returns on bedding after use It would seem to me that any person might expect some discomfort no matter what the mattress after such an operationFrom the recent visit by our technician, we have seen that the bedding has retained its structural integrity and the problems being experienced are not related to any warranty issue.Sincerely,*** ***, 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,
*** ***
I paid $with my credit card on the TV which I returned and Schewels would not refund it, so I feel they owe me money. I don't owe them anything. The TV picture was too dark and had lines in it is the reason I returned it. I don't feel I should have to keep something and pay for it if it is not working properly. This should not reflect bad on my credit when I don't owe the company any money
Ms*** first purchased a washer back on April 27, at the price of $The first washer was returned on December 10, and was given a full refund of $On the same day, Ms*** purchased a different washer for the price of $Her 2nd washer was also having issues so our
store manager sent a certified technician to her home to inspect the washerIt was determined by the technician that it will be cheaper to replace the washer instead of fixing it Ms*** went into our store to make her selection, which she chose the LG washer for the price of $While the LG washer is more in price, we did not charge her for the difference as we exchange the washer for the same or similar features We do apologize for any misunderstandings as the credit of $was already returned back in 2013. In regards to Ms***’s warranty, she is responsible to pay for the extended warranty for her replacement washerAs stated in the copy of her warranty (see attached, number 11), the warranty is considered fulfilled once we replace an item and she will have to pay for extended warranty on the replacement itemIf she elects not to purchase an extended warranty, she will have a year manufacturer warranty on her washer
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,
*** ***
FIRST OFF I WAS UPSET AT THERE DECISION NOT TO HONOR THE PURCHASE AGREEMENT, BUT ONLY BECAUSE WHEN THE GUYS THEY SENT OUT HERE HAD TOLD ME BEFORE THEY LEFT THAT IT DID FALL IN LINE WITH THERE GUIDELINES AND I WOULD RECIEVE A CALL TO GET MY MATTRESS REPLACEDIF THEY HAD TOLD ME THAT IT DID NOT MEET THE GUIDELINE THEN OBVIOUSLY I WOULD HAVE EXCEPTED THAT BECAUSE LIKE *** POINTED OUT , IT DOES HAVE A TEN YEARS WARRANTYTHIS IS NOT THE FIRST TIME *** HAS BELITTLED ME OVER A PURCHASE IN THAT STORE AND I HAVE SPENT THOUSANDS OF DOLLARS OVER THE LAST FEW YEARS FURNISHING TWO HOMES.I DO NOT FEEL THAT SHE CAN BE FAIR AND OPEN MINDED ABOUT THIS AND WISH TO TAKE IT OVER HER HEAD AS I SHOULD HAVE DONE THE LAST TIME SHE ACTED OUT TOWARDS MEYES THIS MATTRESS IS NO LONGER COMFORTABLE AND I DO REALIZE PEOPLES BODIES CHANGE, BUT THIS PARTICULAR MATTRESS CLEARLY HAS NOT LIVED UP TO WHAT IT SHOULD HAVE AND I WANT IT REPLACEDIN THE FUTURE WHOEVER THEY SEND OUT SHOULD BE ON THE SAME PAGE AND KNOW WHAT THEYRE DOING BECAUSE I WAS CLEARLY TOLD IT WOULD BE REPLACED AND ONE OF THE GUYS EVEN TOLD ME THAT THE GUY WHO TOLD ME THAT WAS IN TRAINING AND SHOULD NOT HAVE TOLD ME SUCHWELL HE NEVER SHOULD HAVE LEFT MY HOME AGREEING WITH AND KNOWING FULL WELL THAT I WAS UNDER THE IMPRESSION THAT IT WOULD BE REPLACED SINCERLY, *** * ***
While we do apologize Ms*** did not get a response back from the *** store in a timely manner; however, it is Schewel’s policy that we have to repair the furniture before moving a step forwardIf we’re not able to repair her sofa recliner, then we can replace itIn order to move forward with the repair, Ms*** must contact our store manager to reschedule a date to have Furniture House Calls go out to her home.Thank you,*** ***Receptionist/Administrative AssistantSchewel Furniture Company###-###-####
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. I was so disappointed that the manager calls and acts like he really wants to help only to act like a salesman when it was said and doneFor twenty years we have bought furniture from that store...amounting to thousands of dollars Its the last three things we bought that have not been up to par as they were in early years. Prices go up but quality goes down. To tell me to get an iron frame then try to sale me the railing while putting it all in also was insultingOn that big of a bed frame and mattress, why wasnt a metal rail on there to start.? The price of the rails was but a very small percentage of what we bought from them over the years with interest. They just lost a good customer. If this is all they can do after what we speNT over twenty years with them, be a sured that I will let the people I deal with in ministry the way this has gone.Regretfully,*** *** ***
We are sorry that Ms*** 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 one’s expectations, it is important for us
to
know
We have thoroughly reviewed this
account and the terms of the warranty as it relates to this matter. The sectional sofa was purchased on October 3,
2013, and it included a one-year manufacturer’s warranty for labor and a limited
lifetime mechanism and frame warranty. We have continued to honor the
terms of the warranty by addressing each needed repair, and an exchange has not
been warranted. Although the manufacturer’s
warranty for labor is no longer in effect, our store manager ***, in an effort
to provide excellent customer service, has offered to make any needed repairs
at no cost to the customerMs*** may contact our *** store at ###-###-####
to arrange for repair of her furnitureThis would fulfill our obligations
under the terms of the warranty
Ms*** has also purchased the Stain Protection Warranty
In order to file a claim regarding a stain, she will need to contact the
*** warranty company at ###-###-####.
Detailed instructions on filing a claim are included on the attached
brochureOnce again, we regret that we have not been able to meet or exceed
our customer’s expectations
While we do regret any inconvenience or frustration this experience has caused, our store manager has followed Company guidelines in fulfilling the warranty obligations The original date of purchase was May 7, with the first payment due on June 10, per the attached contract
As evidenced by the attached Legal Collection Report, this account has been behind by at least one month and as many as three months since June The damage to the merchandise was not reported to the store until February 2016, at which time a service call was requestedA third party repair company Furniture House Calls performed the service call and determined that the damage to the recliner was caused by the customer (per attached report)However, in an effort to provide excellent customer service, store manager *** ordered the necessary part, as evidenced by the attached purchase order, with the intention of scheduling a repair call once the part was received At that point, the customer was still two payments behind; therefore, the customer was informed that the account would need to be brought current by fulfilling the terms of the contract before the repair was completed.We hope to receive the part by next week and are willing to arrange for repair service provided that the March payment has been received
We will replace the washer since it is considered as defective by the repairmanOur store manager will reach out to Ms*** to resolve the issue
We are currently in the process of attempting to resolve this situation with the customer
It is our
understanding that the issue has been resolved by the [redacted] store manager.
We are sorry that you received service that prompted you to file a complaint,
and we regret any inconvenience or frustration that your experience has caused
you. Thank you for the opportunity to look...
into this matter and make any
necessary improvements to ensure that our staff conducts itself in a manner
that reflects the high regard that we have for our customers.
Our store manager had spoken to Mrs. [redacted]’s husband after speaking with Mrs. [redacted] and her husband can confirm that we did go out to their home in October. Our store manager sent someone out to their home as courtesy to see what we can do since they were out of warranty. Mrs. [redacted] has a 1...
year warranty that expired and Schewels has never offer a 2 year warranty. While we do apologize for any miscommunication; however, it was never told that we will pick up the furniture and repair it. Since their furniture was out of warranty at the time we went out, we have tried to fix the problem, but told them there’s nothing further we can do. Our store manager did express to Mrs. [redacted]’s husband that they have a 1 year warranty that’s expired, but is willing to go back out to see what he can do once he hears back from her husband. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed her expectations.
the padding on the bottom of the chair needs to be replaced. When they originally tried to fix the problem it was not fixed correctly. They have done the same thing twice and it still is not right. Now they want to charge me to fix it without having informed me when I called the third time. They...
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 me. They also have called but will not leave me a message since I have turned this over to you. When 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.they are doing NOTHING to correct the problem! if this is the way schewels handles their merchandise and customers I'm surprised the Revdex.com isn't swamped with complaints! I am not happy nor satisfied at all with the response or the furniture! is there nothing more that can be done? or do we just have to accept the furniture and let it further fall apart then try to get lazy boy to replace it? I thought if we started this process with schewels before we had the furniture very long it would be able to be handled better. at this point I think a full refund and they pick this stuff up would be in every ones best interest then we can go to a more reputable firm to buy something that might hold up more than 2 monthsas far as them trading the recliner in the 1st place, we had purchased a different set completely and a much cheaper cost, and after we had it in the house for 2 days we traded it for the lazy boy set and a substantial price difference that we paid in cash . they were the ones who accepted and traded for the higher price furniture, it was up to them that time. they did benefit from the deal by several hundred dollars!
Regards,
[redacted]
The complaint has not been going on for two years as stated in Mr. [redacted]’s complaint. We received the complaint from Mr. [redacted] back in November 2016 in regards to the cushions taking 6 months to arrive. While we do apologize for the inconvenience, we are at the mercy of the manufacturer anytime we have to order a part. Once the cushions arrived, Mr. [redacted]’s account was behind and he had to catch up on his payments before we can send a request to [redacted] to schedule an appointment for repairs. We are trying to assist Mr. [redacted], but in order to do so, he must provide a clean area for the technician to work in or we may pick up the furniture, repair, and then deliver back to his home for a fee. If Mr. [redacted] feels he will need a lawyer then we will be happy to speak with the lawyer going forward.
While we do apologize for any inconvenience this may have caused, our store manager is following the warranty procedures by trying to repair the furniture. We 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 home. In 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 made by the business in reference to complaint ID [redacted], 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,
[redacted]
Consumer's money has been refunded.