Surplus Furniture and Mattress Warehouse

Please accept this email with our response to a complaint made against our Surplus Furniture location in [redacted] ** Case number indicated in subject line: The store was made aware of an issue regarding what the customer felt was a faulty mattress, purchased at our [redacted] location some time ago As the customer indicated she provided the necessary information and pictures documenting the issue, which were forwarded to the manufacturer under the conditions of the warranty they provide The initial response from the manufacturer was that warranty conditions were not met When this happened the customer provided additional pictures and information for resubmission which, as indicted by the customer, came back again, claiming the pictures were insufficient At this time, Surplus Furniture escalated the issue with the vendor and gained approval for the customer Unfortunately, there was a break down in communication somewhere between the vendor, management and the customer, and the customer was not informed that she had been approved for replacement We have since been speaking with the customer and delivered our sincerest apologies for her not being informed in a more timely manner We have taken care of the mattress replacement and resolved the customer's issue at this point [redacted]

Initial Business Response / [redacted] (1000, 5, 2017/06/08) */ All warranties are provided by the manufacturer/producer of the productThis particular customer purchased a faux leather loveseat which came with a one year manufacturer's warranty that would cover cracking and peelingAt the time of purchase additional warranty coverage that would have extended this time frame was declinedAs such, when he contacted the store one year and two months after his purchase date with a complaint of the fabric cracking, he was informed by the manager that the manufacturer's warranty had expired and they would no longer replace the pieceAs the additional coverage had not been purchased, he was without warranty on the piece of furniture The customer at that time got upset and hung up the phone on the manager The following day the customer came into the store to argue for the replacement of his loveseat and/or a full refundHe was loud and verbally combatant and was causing a disturbance at the front deskThe staff and customers present at the time maintain that he was verbally disrespectful to the manager and disruptiveHe began to approach other customers in the store to complain and was asked to leave the store and property as we would not tolerate that behaviorWhen he refused he was warned that if he did not leave of his own accord that we would call the RNC to have him removedHe remained defiant and chose to stay until as he stated, the manager called the RNC to have him removedWhen asked by the officer if we wanted to press charges we declined and simply asked that he not return to the store It is unfortunate that this gentleman feels embarrassed by the situation we will not however be issuing an apology, nor will we be refunding the purchaseAll warranty information is posted throughout the store and is outlined on all receipts that are given to customers at the time of purchaseWe take the well being of our staff and customers while they are shopping in our store very seriously and we maintain that the behavior exhibited by MrPerry was unacceptable Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) For all intents and purposes this company has admitted that this product was of faulty composition.to say that extended warranty would cover ultimate cracking is , in my view, capitulation on their partMy resolve has not changedThis company has tarnished my reputation with their cavaleer and callous attitude toward an otherwise humanistic solutionThis is unacceptable to myself and my familyYes, they have the cameras; yes, they have their employees loyaltyI have my credibility and honesty and unrelenting will for justificationI want full compensation, an apology in the presence of that RNC officer

Please accept this email with our response to a complaint made against our Surplus Furniture location in [redacted].  Case number indicated in subject line:
The store was made aware of an issue regarding what the customer felt was  a faulty mattress, purchased at our [redacted]...

location some time ago.  As the customer indicated she provided the necessary information and pictures documenting the issue, which were forwarded to the manufacturer under the conditions of the warranty they provide.  The initial response from the manufacturer was that warranty conditions were not met.  When this happened the customer provided additional pictures and information for resubmission which, as indicted by the customer, came back again, claiming the pictures were insufficient.  At this time, Surplus Furniture escalated the issue with the vendor and gained approval for the customer.  Unfortunately, there was a break down in communication somewhere between the vendor, management and the customer, and the customer was not informed that she had been approved for replacement.
We have since been speaking with the customer and delivered our sincerest apologies for her not being informed in a more timely manner.  We have taken care of the mattress replacement and resolved the customer's issue at this point.
 
[redacted]

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

Initial Business Response /* (1000, 5, 2017/06/08) */
All warranties are provided by the manufacturer/producer of the product. This particular customer purchased a faux leather loveseat which came with a one year manufacturer's warranty that would cover cracking and peeling. At the time of...

purchase additional warranty coverage that would have extended this time frame was declined. As such, when he contacted the store one year and two months after his purchase date with a complaint of the fabric cracking, he was informed by the manager that the manufacturer's warranty had expired and they would no longer replace the piece. As the additional coverage had not been purchased, he was without warranty on the piece of furniture.
The customer at that time got upset and hung up the phone on the manager.
The following day the customer came into the store to argue for the replacement of his loveseat and/or a full refund. He was loud and verbally combatant and was causing a disturbance at the front desk. The staff and customers present at the time maintain that he was verbally disrespectful to the manager and disruptive. He began to approach other customers in the store to complain and was asked to leave the store and property as we would not tolerate that behavior. When he refused he was warned that if he did not leave of his own accord that we would call the RNC to have him removed. He remained defiant and chose to stay until as he stated, the manager called the RNC to have him removed. When asked by the officer if we wanted to press charges we declined and simply asked that he not return to the store.
It is unfortunate that this gentleman feels embarrassed by the situation we will not however be issuing an apology, nor will we be refunding the purchase. All warranty information is posted throughout the store and is outlined on all receipts that are given to customers at the time of purchase. We take the well being of our staff and customers while they are shopping in our store very seriously and we maintain that the behavior exhibited by Mr. Perry was unacceptable.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For all intents and purposes this company has admitted that this product was of faulty composition.to say that extended warranty would cover ultimate cracking is , in my view, capitulation on their part. My resolve has not changed. This company has tarnished my reputation with their cavaleer and callous attitude toward an otherwise humanistic solution. This is unacceptable to myself and my family. Yes, they have the cameras; yes, they have their employees loyalty. I have my credibility and honesty and unrelenting will for justification. I want full compensation, an apology in the presence of that RNC officer.