Mrs. [redacted] did make a purchase on March 03 of 2013 of a queen size mattress. The mattress has a 10 year manufacture warranty. Her mattress did not fall within the guidelines of the manufacture warranty. I did send our guys to check the mattress and the report brought back to me did not indicate any...
defects. When I spoke with Mrs. [redacted] about this she became belligerent on the phone and began to cuss at me and at that point I told her I was hanging up and she could call back when she calmed down, and I hung up. When she called back we were able to talk about the situation and she explain it was just not comfortable anymore. I explain the warranty does not cover comfort because people change and their body change and sometimes the mattress just doesn't suit the changes in the body. I did tell her I could give the manufacture information and she could contact them if she felt we did not satisfy her. She didn't want their information. I do not feel we can help her since it is obviously a manufacture warranty and not a Schewel Furniture warranty.I have included the manufacture phone number in the event Mrs. [redacted] wants that.[redacted] Bedding[redacted]Thank you,[redacted]
While we are sympathetic to financial hardships experienced
by our customers, the customer has failed to honor the terms of their agreement
on multiple occasions as outlined below. Our Credit Supervisor is currently in
the process of attempting to contact the customer, having left a message...
on
their voicemail, in order to help resolve this situation.
Payment History:
From
purchase date 6/9/14 thru 4/22/15 customer was delinquent on every
payment.
Customer failed
to pay 5/5/15, 6/5/15, and 7/5/15 payments.
Customer
was sued on 7/14/15 and since that time no further late fees
have been added.
At
some point customer moved to **, taking the
merchandise without SFC's consent.
7/15/15
customer paid May, June, and part of July's payments with a
promise to pay the remaining due for July on 7/22/15.
Customer
did not pay again until 10/7/15, which was the remaining amount due for
July and part of the 8/10/15 payment. At that time customer promised
to pay again 10/31/15.
No payments
have been received since that time, leaving a past due balance of
$992.05, due date 8/5/15.
Delinquent
accounts are called weekly until payment or an arrangement is made by the
customer.
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 do not want it repaired I want a full refund of my purchase price plus tax. This couch should have never been delivered to me in this shape in the first place, it should have been inspected before delivery. These issues will happen again and again considering it happened the first time. Stand by your product and refund my money.
Regards,
[redacted]
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]
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 charge
is in dispute with my credit card. I do not accept the amount offered as
I know they will turn around and sell the chair for the same amount they sold
it to me yet say they can't but the chair looks and smells brand new
still. [redacted] stated that the reason they couldn't take it back in the
first place is because they had no way of knowing whether there were dogs in
the house or someone smoked yet the delivery guys were here for a while and all
someone has to do is ask them if they saw or heard or smelled dogs or saw
someone smoking or smelled smoke. No one in this house smokes and there
are no dogs. A couch and another recliner were delivered at the same time
from the same store yet those are not hard. The Catnapper recliner is not
only hard but the foot rest slants down to where you feel like you will fall
out of the chair and the foot rest rests part way up the leg, an inch or so
above the ankle, where the one on the sales floor was not hard nor did the foot
rest slant and the foot rest rested just below the ankles. For the money
that was spent, you would expect to get the same thing once it was
delivered. The couch and other recliner were exactly like the ones on the
sales floor and are not hard. [redacted] stated that the chair is hard as it
needs to be "worn in" yet again, the couch and other recliner are not
hard and were not from the first time we sat on them after they were delivered
so either they didn't deliver a brand new couch and recliner and just gave us
the ones from the sales floor or there is something wrong with the Catnapper
recliner. And I feel that I should actually be refunded more than what I
paid as the delivery guys damaged my wall in 2 places while moving the chair
upstairs. This company has supposedly been in business for over 100 years
and has several stores so you think they would hire professional delivery men
who knew what they were doing and how to move furniture without damaging walls,
etc. yet we heard them hit the wall when moving the recliner upstairs and they
never said anything to us about it. After they left, we noticed 2 large
gashes in the wall from where they hit it. So is Schewels going to pay to
have someone come and repair my walls? I
doubt it. As stated above, the chair
looks and smells new still as no one has used it. It sits in a bedroom
covered up to protect it from dust and sunlight. I called the store the
very next day the chair was delivered so that it wouldn’t sit here in my house
taking up space and so that they could come and get it and put it right back on
the floor for sale or back in their warehouse, wherever it came from. [redacted] did state on 9/11/15 if they took the
recliner back, they would need to sanitize it and I am sure their idea of
sanitizing is a bottle of Febreeze. They didn't sanitize nor give us a
discount on the floor model loveseat we bought. We were told no discount
could be given, even though it had been on the floor for who knows how long and
had who knows how many people touched it and sat on it, because that particular
loveseat was just put out on the sales floor days ago. I do not believe
that but have no proof of it. I am sure they can deceive customers into
believing that recliner, once taken back, has never been out of their store
just like they have deceived customers into believing there is a return policy
when there is not. All other stores, and
not just [redacted] like [redacted] stated, do have a return policy and at least a 30
day money back guarantee so you are able to try out the merchandise and know if
it will work or not before deciding on keeping it or returning it. Like I stated, it was the very next day less
than 24 hours that the chair was in my house before I called them and told them
it would not work. I would have called
sooner but the store was not open as it was not tested until about 7:00pm that
night. And the only thing I will accept
is a full refund minus the delivery charge and then someone to come repair my
walls that the delivery men damaged or reimburse me for having them repaired.
Regards,
[redacted]
While we do apologize for any misunderstanding, it is stated throughout the flyer that the prices are the comparable value price (see attached). However, we have discussed this with the customer who lodged the complaint and we have come to a mutually agreed upon resolution.
We have a contract for specific terms and may refuse less than the amount needed to bring the account up-to-date. However, with regard to Mr. [redacted]'s account, we have accepted all money offered and agreed to each payment arrangement request, which were not honored. The balance increases are due to legal fees, which will continue to accrue until full payment or payment arrangements are made and honored. We have not had contact with the customers since 11/23/15 other than leaving messages multiple times a week, and we do not have record of a call made for partial payment of $500. Our Credit Supervisor has left another voicemail for the customer and has arranged for the store to send a printout of the account history for the customer's records. We are asking that Mr. [redacted] return her call so that we can work together to get this resolved as soon as possible.
While we do apologize for any inconvenience this may have caused; however, our store manager is following the company’s guidelines by trying to assist Mr. [redacted]. Mr. [redacted] was advised to purchase a rubber piece under the leg supports to keep the bed from sliding since the bed is on tile...
floor. The slats have been replaced and more was added to the bed as well as exchanging the chest of drawers. In regards to the mattress, the store manager sent a third party company, Furniture House Calls, to inspect the replacement mattress and could not find any issues with the mattress. Our store manager gave Mr. [redacted] an option to upgrade the mattress and pay the restocking and delivery fee, but he refused the option. Mr. [redacted] told the store manager they do not want the merchandise and wants to return it. He was made aware it will be considered as a voluntary repossession. As of right now, the account is under legal action. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed the customer’s expectations.
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 do understand their policy regarding "as is" purchases. My basic complaint was that this chair was sold to me as a leather chair as evidenced by my purchase of a leather protection warranty. This was a misrepresentation of the merchandise. This was my issue. It is obviously not leather as it is peeling off in thin strips and layers. I am attaching a photo.I do not think we are going to be able to come to consensus.
Regards,
[redacted]
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]
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 35 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]
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]
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 business. Our manager followed procedure by sending personnel out to examine the recliner once the complaint was reported. Their initial determination was that it was normal 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 defective. There was never a guarantee of repair or replacement, only that it would be examined. We have fulfilled our responsibilities in line with our policies and have done our best to meet and even exceed Mr. and Mrs. [redacted] expectations. We are dismayed that they do not feel the same.
The address for this store is [redacted]. My complaint was that the delivery was not made but in fact the delivery drivers came to my house 3 hours after their closing hours. Upon their arrival they discovered that their inventory manager [redacted] had loaded the incorrect...
parts to the order and they had to leave. When I spoke to someone at the store asking for a refund of the delivery they informed me that even though it was a mistake on their behalf they were still going to deliver the items and would not offer any form of compensation. I even in formed them that my children were forced to sleep on the floors for the last few days because their old beds had in fact been taken apart and removed due to the scheduled delivery. Very dissatisfied with their business practices and demeanor on how they handle customer issues.
There are discrepancies regarding this complaint from the beginning. We have documentation to prove why we did an exchange and where all the merchandise came from. It was all new furniture. The problem is she's alleging bedbugs occurred in July of 2014 but did not report it to us for the first time...
until October 2014. Due to this lapse in time frame it is impossible to prove or disprove she got them from us. Therefore her claim was denied based on three reasons...1. we meet and exceed all state guidelines2. her furniture was not used it was new and we have documentation to prove this3. It is impossible to run an operation the size of ours and have one isolated case. Bed bugs travel in packs it would be more like an epidemic. We have no other issues or concerns.
Schewel Furniture Company's Installment Agreement Paragraph 6 (Debtor's Obligations) states that the debtor agrees to make payments regularly at the office of the secured party. Paragraph 7 (Default) states that without notice to the debtor, Schewel may declare the entire unpaid balance of all...
indebtedness to be immediately due and payable in the event that the debtor fails to perform its obligations. Paragraph 3 states that in the event of default, costs of collection may be imposed. Ms. [redacted] signed an installment agreement requiring payments on the 15th of the month. April's payment was received on 5/17. June's payment was received on 7/16, along with part of July's payment. After no further payment, repeated broken promises, a final notice mailing, and a left message; a warrant in detinue was filed on 8/29.Settlement: While Schewel is entitled to the entire balance to prevent judgment, it only requires that the account be brought current prior to court. Ms. [redacted] may visit another location to make payment.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have had the mattress cleaned. It is ready to be picked up by Schewels.
Regards,
[redacted]
[redacted] just contacted the store manager and authorize to exchange the sofa for the customer. Our store manager will be contacting Ms. [redacted] today.
Electronics are hard to return because once they are out of the box, registered and used the is no market for them. I'm sorry we did not meet this customer expectations.
Mrs. [redacted] did make a purchase on March 03 of 2013 of a queen size mattress. The mattress has a 10 year manufacture warranty. Her mattress did not fall within the guidelines of the manufacture warranty. I did send our guys to check the mattress and the report brought back to me did not indicate any...
defects. When I spoke with Mrs. [redacted] about this she became belligerent on the phone and began to cuss at me and at that point I told her I was hanging up and she could call back when she calmed down, and I hung up. When she called back we were able to talk about the situation and she explain it was just not comfortable anymore. I explain the warranty does not cover comfort because people change and their body change and sometimes the mattress just doesn't suit the changes in the body. I did tell her I could give the manufacture information and she could contact them if she felt we did not satisfy her. She didn't want their information. I do not feel we can help her since it is obviously a manufacture warranty and not a Schewel Furniture warranty.I have included the manufacture phone number in the event Mrs. [redacted] wants that.[redacted] Bedding[redacted]Thank you,[redacted]
While we are sympathetic to financial hardships experienced
by our customers, the customer has failed to honor the terms of their agreement
on multiple occasions as outlined below. Our Credit Supervisor is currently in
the process of attempting to contact the customer, having left a message...
on
their voicemail, in order to help resolve this situation.
Payment History:
From
purchase date 6/9/14 thru 4/22/15 customer was delinquent on every
payment.
Customer failed
to pay 5/5/15, 6/5/15, and 7/5/15 payments.
Customer
was sued on 7/14/15 and since that time no further late fees
have been added.
At
some point customer moved to **, taking the
merchandise without SFC's consent.
7/15/15
customer paid May, June, and part of July's payments with a
promise to pay the remaining due for July on 7/22/15.
Customer
did not pay again until 10/7/15, which was the remaining amount due for
July and part of the 8/10/15 payment. At that time customer promised
to pay again 10/31/15.
No payments
have been received since that time, leaving a past due balance of
$992.05, due date 8/5/15.
Delinquent
accounts are called weekly until payment or an arrangement is made by the
customer.
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 do not want it repaired I want a full refund of my purchase price plus tax. This couch should have never been delivered to me in this shape in the first place, it should have been inspected before delivery. These issues will happen again and again considering it happened the first time. Stand by your product and refund my money.
Regards,
[redacted]
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]
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 charge
is in dispute with my credit card. I do not accept the amount offered as
I know they will turn around and sell the chair for the same amount they sold
it to me yet say they can't but the chair looks and smells brand new
still. [redacted] stated that the reason they couldn't take it back in the
first place is because they had no way of knowing whether there were dogs in
the house or someone smoked yet the delivery guys were here for a while and all
someone has to do is ask them if they saw or heard or smelled dogs or saw
someone smoking or smelled smoke. No one in this house smokes and there
are no dogs. A couch and another recliner were delivered at the same time
from the same store yet those are not hard. The Catnapper recliner is not
only hard but the foot rest slants down to where you feel like you will fall
out of the chair and the foot rest rests part way up the leg, an inch or so
above the ankle, where the one on the sales floor was not hard nor did the foot
rest slant and the foot rest rested just below the ankles. For the money
that was spent, you would expect to get the same thing once it was
delivered. The couch and other recliner were exactly like the ones on the
sales floor and are not hard. [redacted] stated that the chair is hard as it
needs to be "worn in" yet again, the couch and other recliner are not
hard and were not from the first time we sat on them after they were delivered
so either they didn't deliver a brand new couch and recliner and just gave us
the ones from the sales floor or there is something wrong with the Catnapper
recliner. And I feel that I should actually be refunded more than what I
paid as the delivery guys damaged my wall in 2 places while moving the chair
upstairs. This company has supposedly been in business for over 100 years
and has several stores so you think they would hire professional delivery men
who knew what they were doing and how to move furniture without damaging walls,
etc. yet we heard them hit the wall when moving the recliner upstairs and they
never said anything to us about it. After they left, we noticed 2 large
gashes in the wall from where they hit it. So is Schewels going to pay to
have someone come and repair my walls? I
doubt it. As stated above, the chair
looks and smells new still as no one has used it. It sits in a bedroom
covered up to protect it from dust and sunlight. I called the store the
very next day the chair was delivered so that it wouldn’t sit here in my house
taking up space and so that they could come and get it and put it right back on
the floor for sale or back in their warehouse, wherever it came from. [redacted] did state on 9/11/15 if they took the
recliner back, they would need to sanitize it and I am sure their idea of
sanitizing is a bottle of Febreeze. They didn't sanitize nor give us a
discount on the floor model loveseat we bought. We were told no discount
could be given, even though it had been on the floor for who knows how long and
had who knows how many people touched it and sat on it, because that particular
loveseat was just put out on the sales floor days ago. I do not believe
that but have no proof of it. I am sure they can deceive customers into
believing that recliner, once taken back, has never been out of their store
just like they have deceived customers into believing there is a return policy
when there is not. All other stores, and
not just [redacted] like [redacted] stated, do have a return policy and at least a 30
day money back guarantee so you are able to try out the merchandise and know if
it will work or not before deciding on keeping it or returning it. Like I stated, it was the very next day less
than 24 hours that the chair was in my house before I called them and told them
it would not work. I would have called
sooner but the store was not open as it was not tested until about 7:00pm that
night. And the only thing I will accept
is a full refund minus the delivery charge and then someone to come repair my
walls that the delivery men damaged or reimburse me for having them repaired.
Regards,
[redacted]
While we do apologize for any misunderstanding, it is stated throughout the flyer that the prices are the comparable value price (see attached). However, we have discussed this with the customer who lodged the complaint and we have come to a mutually agreed upon resolution.
We have a contract for specific terms and may refuse less than the amount needed to bring the account up-to-date. However, with regard to Mr. [redacted]'s account, we have accepted all money offered and agreed to each payment arrangement request, which were not honored. The balance increases are due to legal fees, which will continue to accrue until full payment or payment arrangements are made and honored. We have not had contact with the customers since 11/23/15 other than leaving messages multiple times a week, and we do not have record of a call made for partial payment of $500. Our Credit Supervisor has left another voicemail for the customer and has arranged for the store to send a printout of the account history for the customer's records. We are asking that Mr. [redacted] return her call so that we can work together to get this resolved as soon as possible.
While we do apologize for any inconvenience this may have caused; however, our store manager is following the company’s guidelines by trying to assist Mr. [redacted]. Mr. [redacted] was advised to purchase a rubber piece under the leg supports to keep the bed from sliding since the bed is on tile...
floor. The slats have been replaced and more was added to the bed as well as exchanging the chest of drawers. In regards to the mattress, the store manager sent a third party company, Furniture House Calls, to inspect the replacement mattress and could not find any issues with the mattress. Our store manager gave Mr. [redacted] an option to upgrade the mattress and pay the restocking and delivery fee, but he refused the option. Mr. [redacted] told the store manager they do not want the merchandise and wants to return it. He was made aware it will be considered as a voluntary repossession. As of right now, the account is under legal action. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed the customer’s expectations.
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 do understand their policy regarding "as is" purchases. My basic complaint was that this chair was sold to me as a leather chair as evidenced by my purchase of a leather protection warranty. This was a misrepresentation of the merchandise. This was my issue. It is obviously not leather as it is peeling off in thin strips and layers. I am attaching a photo.I do not think we are going to be able to come to consensus.
Regards,
[redacted]
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]
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 35 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]
Our manager reached out to the customer and we have agreed to refund for the defective mattress.
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]
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 business. Our manager followed procedure by sending personnel out to examine the recliner once the complaint was reported. Their initial determination was that it was normal 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 defective. There was never a guarantee of repair or replacement, only that it would be examined. We have fulfilled our responsibilities in line with our policies and have done our best to meet and even exceed Mr. and Mrs. [redacted] expectations. We are dismayed that they do not feel the same.
The address for this store is [redacted]. My complaint was that the delivery was not made but in fact the delivery drivers came to my house 3 hours after their closing hours. Upon their arrival they discovered that their inventory manager [redacted] had loaded the incorrect...
parts to the order and they had to leave. When I spoke to someone at the store asking for a refund of the delivery they informed me that even though it was a mistake on their behalf they were still going to deliver the items and would not offer any form of compensation. I even in formed them that my children were forced to sleep on the floors for the last few days because their old beds had in fact been taken apart and removed due to the scheduled delivery. Very dissatisfied with their business practices and demeanor on how they handle customer issues.
There are discrepancies regarding this complaint from the beginning. We have documentation to prove why we did an exchange and where all the merchandise came from. It was all new furniture. The problem is she's alleging bedbugs occurred in July of 2014 but did not report it to us for the first time...
until October 2014. Due to this lapse in time frame it is impossible to prove or disprove she got them from us. Therefore her claim was denied based on three reasons...1. we meet and exceed all state guidelines2. her furniture was not used it was new and we have documentation to prove this3. It is impossible to run an operation the size of ours and have one isolated case. Bed bugs travel in packs it would be more like an epidemic. We have no other issues or concerns.
Schewel Furniture Company's Installment Agreement Paragraph 6 (Debtor's Obligations) states that the debtor agrees to make payments regularly at the office of the secured party. Paragraph 7 (Default) states that without notice to the debtor, Schewel may declare the entire unpaid balance of all...
indebtedness to be immediately due and payable in the event that the debtor fails to perform its obligations. Paragraph 3 states that in the event of default, costs of collection may be imposed. Ms. [redacted] signed an installment agreement requiring payments on the 15th of the month. April's payment was received on 5/17. June's payment was received on 7/16, along with part of July's payment. After no further payment, repeated broken promises, a final notice mailing, and a left message; a warrant in detinue was filed on 8/29.Settlement: While Schewel is entitled to the entire balance to prevent judgment, it only requires that the account be brought current prior to court. Ms. [redacted] may visit another location to make payment.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have had the mattress cleaned. It is ready to be picked up by Schewels.
Regards,
[redacted]
[redacted] just contacted the store manager and authorize to exchange the sofa for the customer. Our store manager will be contacting Ms. [redacted] today.
Electronics are hard to return because once they are out of the box, registered and used the is no market for them. I'm sorry we did not meet this customer expectations.