Stacy Furniture & Design

Stacy furniture do not own up to their policy and customer satisfaction.
I purchased the Peppercorn bedroom set from Stacy furniture. The nightstand ( 387-2170) is peeling at the top and the other nightstand ( (Bachelor's chest) is doing the same. I notified Terry Blade, salesperson for Stacy by phone on three occasions. Terry asked me to email customer service attention Elizabeth Dillard and Rob. I sent pictures and I did not hear anything from neither person; I contact them again two times afterward and Ms. Dillard reached out. Ms. Dillard informed that their computer was down and had me to send the pictures to her twice the 15th and 17 of August. Ms. Dillard informed me that the company denied my claim/ concerns. I will like to speak to someone directly from Bernhardt. I would like to know that I am valuable customer and someone will respond to my email.
They did not respond until August 15 and 16, 2023 due to their computer glitch.
I want the owner to contact me.
Your prompt response is awaited.

Mr***,Thank you for taking the time to discuss your issues with our customer service manager on Monday We apologize that this part has taken an extended period of time to arrive; however, we are encouraged that the factory has re-designed and is producing a new style center support for this bedIn that conversation, you advised us that although you have repaired your bed - you still want to receive the upgraded factory replacement mid support system when it is available We have had this part on order for you and will contact you to schedule replacement as soon as the item is available We appreciate your understanding and if you have any questions, please do not hesitate to contact our customer service manager directly at ###-###-#### or [redacted]

We apologize for the delay in getting the replacement light kit from the factory As of this email, the replacement of the defective light kit was completed on 12/27/in the customer's home and to our knowledge, this claim is fully resolved to the customer's satisfactionWe truly apologize for the inconvenience and frustration with this purchase and hope that now that everything has been addressed, that they love their furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Our bedding specialist, *** *** contacted Mr***'s on August 31st, discussed his concerns and talked about some options. Mr***'s wanted to consider these options and discuss with his wife. Mr***'s returned that call on September 6th, and requested that we pick
up the mattress & power bases for a refund. This has been scheduled for September 15th and will be coordinated by our delivery service.It is a privilege to have the opportunity to help our neighbors with their home furnishing needs/desires. We truly regret that we were unable to satisfy the sleep comfort needs of this customer. Stacy Furniture & Design###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution satisfactory to me and wait for replacementI would also like Stacy to pay $for the time and money I spent on the repairs
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10788314, and find that this resolution is satisfactory to me. The folks at Stacy's have reached out to us and we have mutually resolved the dispute in a positive manner. We really appreciate Stacy's efforts to resolve this matter amicably
Regards,
*** ***

Order # *** for customer *** *** dated 01/05/was satisfactorily delivered on 02/20/ No service was ever requested nor any issues/concerns with this purchase have ever been reported until this letter Our store office staff did receive a call on 4/15/to confirm
that the Guardian warranty had been correctly registered on the date of delivery The Guardian warranty documents were provided at the point of purchase and the warranty details were emailed to the customer's email address that was provided at the time of sale; this warranty did not change or evolve Neither the factory warranty, the Guardian warranty, or Stacy Furniture are in control of or responsible for wear and tear or use/abuseAlthough we are very sorry that you are not satisfied with your purchase, it is unreasonable to request or expect a refund for furniture you have had in your possession for over three and half years

Mr& Mrs***,I too would like to apologize for my son's behavior on the phone with Mrs*** I in no way condone his actions and assure you that he has been reprimanded accordingly His frustrations and confusion on a sales order should never alter his interactions with our
customer It is expected that he, as well as all of our staff are always polite, professional and accommodating to our customer's needs as best as they possibly can be Attached is ***'s letter to you both.It is my understanding from my Sales Manager that your furniture selections have been resolved and that you are set to receive your delivery of one table, four side chairs, two arm chairs and one sofa/console table on Thursday, January 28, If this information is still not accurate, please contact me personally so that we can confirm the exact pieces you need delivered.Again, I apologize that you had this disappointing and frustrating interaction with *** It was unacceptable.Your business is extremely important to us, please let me know if there is anything I can assist you with in the future

Mr***,Thank you for taking the time to discuss your issues with our customer service manager on Monday We apologize that this part has taken an extended period of time to arrive; however, we are encouraged that the factory has re-designed and is producing a new style center support for
this bedIn that conversation, you advised us that although you have repaired your bed - you still want to receive the upgraded factory replacement mid support system when it is available We have had this part on order for you and will contact you to schedule replacement as soon as the item is available We appreciate your understanding and if you have any questions, please do not hesitate to contact our customer service manager directly at ###-###-#### or ***

Complaint: ***
I am rejecting this response because:Stacy continues to sell inferior product regarding beddingThe mattress is only three years old and the company is out of business that manufactured Same scenario happens with every bedding acquired from Stacy's company goes out of business
Regards,
*** ***

Our General Manager/Bedding Buyer [redacted] and Store Manager [redacted] went to the[redacted]'s home on July 3rd to inspect their mattress. The mattress they are complaining about is their third mattress purchased/exchanged by us since their original purchase in 2005.  When Mr....

[redacted] placed a straight edge on the mattress, the straight edge revealed a wear factor of approximately 1/6” over the past 4 1/2 years.  For this to be a warranty issue it would require a body impression of over 1 ½”.  Mrs. [redacted] explained that her body did not change over the years but if you researched mattresses on the internet they wear out after three years.   Mr. [redacted] advised Mrs. [redacted] that he would show the pictures of the “wear” to our owner but in his opinion there was not a warranty issue with the mattress.   Mr. [redacted] advised when he laid his 215 lbs. on the mattress it sunk in. Mr. [redacted] explained it would also sink in if he laid on his side of the mattress or in the middle - as all mattresses respond to our body weight. Mrs. [redacted] said she was going to be crippled if she continued to sleep on this bed. They both advised it was too soft.  [redacted] said they would never have another mattress from Stacy's and he was going to file with the Revdex.com.    Mr. [redacted] told Mr. [redacted] that he had had three mattresses from Stacy’s in his home since 2005 and that we feel we’ve taken care of their reasonable concerns that this current complaint isn’t a warranty related issue. Mr. [redacted] threatened that he expected a full refund so that he could go somewhere else and purchase a new mattress.   In the event of visible impressions that qualify as warranty concerns, our bedding manufacturers stand behind those.  Unfortunately, this customer has had difficulty selecting an appropriate comfort level for their mattress and continues to want to return/exchange it every so often.    After inspection, we’ve determined there is no warranty claim or any further action required by Stacy’s.

We apologize for the delay in getting the replacement light kit from the factory.  As of this email, the replacement of the defective light kit was completed on 12/27/16 in the customer's home and to our knowledge, this claim is fully resolved to the customer's satisfaction. We truly...

apologize for the inconvenience and frustration with this purchase and hope that now that everything has been addressed, that they love their furniture.