Customer purchased sectional on 7-24-we held it for her no charge and she picked up on 9-5--below are notes from our system12/CUSTOMER CAME IN HAS CONCERNS ABOUT FEATHERS POPPING THROUGH COVERS ON SECTIONALKATEPASSED INFO ON TO CUSTOMER SERVICE VIA EMAIL TO DORCEE
12/30KL12-30-15. LMOM FOR THE CUSTI NEED TO KNOW IF IT IS THE SEAT OR THE BOTH THE SEATS AND THE BACKS, WE CAN ORDER DOWN PROOF CASINGS BUT THEY ARE IMPORTED AND WILL TAKE AT LEAST WEEKS....DSP NO RESPONSE CLOSED OUT 3-15-165-16-- SOFAS WERE BOUGHT FOR *** BY HER MOTHER ***. *** CALLED TO SAY THERE ARE BUGS IN SOFA - AND COMING OUT3:55pm05-17-16. SPKTO MFGTHEY WOULD LIKE PHOTOS OF THE BUGS, LMOM FOR THE CUST8:am..DSP*** *** CALLED ME BUT I MISSED HER CALL & CALLED HER BACK & LMOM ..MBV 5-18-CYNDI SPOKE TO *** WE WILL SCHEDULE THISPU SOFA ON 5-20-PER CUSTOMERS REQUEST-- PER DRIVERS NO BUGS - PC SENT TO WAREHOUSE AND THEN TRR TO SHOP ON 5-23-INSPECT BY MS AND CYNDI SCHROEDER THERE ARE NO BUGS THERE ARE FEATHERS AND THERE IS ANIMAL HAIR ALL OVER - OPENED EVERY SEAT AND BACK CASING COULD NOT FIND A DEAD OR ALIVE BUG == FLIPPED OVER THE PCS THEY HAVE ZIPPERED CAMBIRC DUST COVERS UNZIPPED AND LOOKED UP INTO FRAME NO BUGS = SPOKE TO *** SCHULMAN 5-NEED CC UNFO TO REFUND CUSTOMER FULL AMOUNT $CS MR CALLED ON 5-25-WITH THE CC NUMBER AND WE REFUNDED EMAILED CC REFUND RECEIPT TO *** *** CS THIS IS COMPLETE
Customer did order piece on line and it was damaged by the shipper - we were told continually that the shipper had been in contact with the consumer and that this was being handled exclusively by them. We spoke to the shipper and the customer on Thursday May 28th and they scheduled delivery for Monday June 1. We have also reimbursed the customer his full delivery fee. The customer emailed that he is appreciative and looking forward to moving forward. This should be all set.thank you[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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Thank you! Here is my response: As you stated, there was definitely a mistake on the part of Lillian August. I purchased a white piece of furniture because of the warranty, which you do not want to honor due to the fact that you made a mistake. As you indicated, two years later, you didn't catch the mistake when you sold me the item or during any of your audits. That is not the customer's problem. I paid $125.00 back on 11/6/13 that would be worth close to $150 today if I had invested the money. There is no ethical reason to pr-rate the warranty reimbursement. You have offered to pay for the cost of cleaning the furniture, as well as a future cleaning. That will not suffice because this is money that I would not have had to spend otherwise. Based on the warranty, you would have sent me cleaning supplies and if those did not work, the warranty covers furniture replacement in extreme cases. You have also offered to replace the fabric casing. This would only be for the cushion that is currently stained. If the rest of the furniture was ever stained under the conditions of the warranty and we were not able to remove the stain, we would have no coverage. Again, because you are not honoring the warranty. My request remains the same. Not honoring a warranty that you sold is a serious issue not only because the item that I purchased was misrepresented, but also because the warranty is the reason why I ultimately purchased this item. I live in [redacted] and purchased the item from your store in [redacted] because I grew up in ** and always thought that you were a reputable company. I could have purchased a piece of furniture from any number of other stores but I chose to purchase from Lillian August. Thank you,[redacted]
It is not that we do not want to honor the warranty we cannot. This is not our warranty it is an outside company and I cannot back date paperwork. They will not accept a warranty from a delivered piece from 2 years ago. If the invoice is closed out -delivered it would go by that date so I cannot begin a warranty today from a delivery in the past. Other than refunding the money paid for the warranty which we have done = and offering to pay for this cleaning and a future one there is not anything else I can do. I do apologize for the mix up and we cannot predict if there could be a problem in the future but are willing to have the piece cleaned if there is an issue as stated previously. [redacted]
Customer did order piece on line and it was damaged by the shipper - we were told continually that the shipper had been in contact with the consumer and that this was being handled exclusively by them. We spoke to the shipper and the customer on Thursday May 28th and they scheduled...
delivery for Monday June 1. We have also reimbursed the customer his full delivery fee. The customer emailed that he is appreciative and looking forward to moving forward. This should be all set.thank you[redacted]
Complaint: [redacted]
I am rejecting this response because:Implied or explicit warranty issues are not something that should be dismissed if the vendor has sold a warranty as part of the sale of a product. This item was purchased because of the warranty, knowing that a white daybed would be under warranty should any issues arise.We have purchase products from this vendor in the past and have never had to use the warranty. This was the vendor's mistake. A return of the payment for the warranty back in 2013, two years ago, does not make up for the fact that we were sold an item with a warranty that is not being honored. We would like a refund of the item or to have the warranty honored. This might be one time that we have to get the daybed cleaned but in the future, we will not have any coverage and that is a problem when we purchased the item with the expectation that we would have a warranty. Then store has to be held accountable for selling items with a warranty that they end up not honoring.
Sincerely,
[redacted]
I again apologize for this mix up. It was unintentional and definitely a mistake due to the merchandise being directly shipped out of state and not coming into our warehouse in [redacted] where we apply the fabric protection. It is not that we do not want to honor this but that we cannot as the warranty is from an outside company and we cannot back date paperwork to them. Having said that this piece has been in your home since 11-6-13 and we are refunding the full dollar cost of the warranty (not pro-rated) of $125.00 that is in process as per your email to me of 7-16-15 confirming the mailing address of the check. The offer of paying for your cleaning of course still stands and we will (once we receive the invoice for the cleaning) double that payment in case you need another cleaning in the future. I have also been made aware that [redacted] the customer service rep you spoke to offered to replace the fabric casing. This is also something we can do and you can keep it in case you need to replace it in the future. Please let me knowthank you[redacted]
The customer made a purchase at our store on 9-9-13. The sales associate did sell the customer a daybed and a fabric warranty. The customer however does not live in [redacted] and lives in [redacted] and paid $550.00 to have this shipped direct from the vendor in [redacted] to her...
residence in [redacted]. Unfortunately as stated in the letter to the customer the fabric protection warranty is a warranty provided by an outside company that requires the furniture be sprayed in our warehouse. It is not provided by the Manufacturer of the merchandise- since this was shipped directly from the vendor it should not have been sold to the customer, unfortunately it was not caught in our audit system.The customer called us and we offered to refund the price of the warranty $125.00 which she has agreed for us to do and also offered (since their was a mistake) to pay for a cleaning of her daybed. Which she has at this time declined. This is an unfortunate mistake as we have certainly tried to help our customer with. [redacted]
Customer purchased sectional on 7-24-we held it for her no charge and she picked up on 9-5--below are notes from our system12/CUSTOMER CAME IN HAS CONCERNS ABOUT FEATHERS POPPING THROUGH COVERS ON SECTIONALKATEPASSED INFO ON TO CUSTOMER SERVICE VIA EMAIL TO DORCEE
12/30KL12-30-15. LMOM FOR THE CUSTI NEED TO KNOW IF IT IS THE SEAT OR THE BOTH THE SEATS AND THE BACKS, WE CAN ORDER DOWN PROOF CASINGS BUT THEY ARE IMPORTED AND WILL TAKE AT LEAST WEEKS....DSP NO RESPONSE CLOSED OUT 3-15-165-16-- SOFAS WERE BOUGHT FOR *** BY HER MOTHER ***. *** CALLED TO SAY THERE ARE BUGS IN SOFA - AND COMING OUT3:55pm05-17-16. SPKTO MFGTHEY WOULD LIKE PHOTOS OF THE BUGS, LMOM FOR THE CUST8:am..DSP*** *** CALLED ME BUT I MISSED HER CALL & CALLED HER BACK & LMOM ..MBV 5-18-CYNDI SPOKE TO *** WE WILL SCHEDULE THISPU SOFA ON 5-20-PER CUSTOMERS REQUEST-- PER DRIVERS NO BUGS - PC SENT TO WAREHOUSE AND THEN TRR TO SHOP ON 5-23-INSPECT BY MS AND CYNDI SCHROEDER THERE ARE NO BUGS THERE ARE FEATHERS AND THERE IS ANIMAL HAIR ALL OVER - OPENED EVERY SEAT AND BACK CASING COULD NOT FIND A DEAD OR ALIVE BUG == FLIPPED OVER THE PCS THEY HAVE ZIPPERED CAMBIRC DUST COVERS UNZIPPED AND LOOKED UP INTO FRAME NO BUGS = SPOKE TO *** SCHULMAN 5-NEED CC UNFO TO REFUND CUSTOMER FULL AMOUNT $CS MR CALLED ON 5-25-WITH THE CC NUMBER AND WE REFUNDED EMAILED CC REFUND RECEIPT TO *** *** CS THIS IS COMPLETE
Customer did order piece on line and it was damaged by the shipper - we were told continually that the shipper had been in contact with the consumer and that this was being handled exclusively by them. We spoke to the shipper and the customer on Thursday May 28th and they scheduled delivery for Monday June 1. We have also reimbursed the customer his full delivery fee. The customer emailed that he is appreciative and looking forward to moving forward. This should be all set.thank you[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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Thank you! Here is my response: As you stated, there was definitely a mistake on the part of Lillian August. I purchased a white piece of furniture because of the warranty, which you do not want to honor due to the fact that you made a mistake. As you indicated, two years later, you didn't catch the mistake when you sold me the item or during any of your audits. That is not the customer's problem. I paid $125.00 back on 11/6/13 that would be worth close to $150 today if I had invested the money. There is no ethical reason to pr-rate the warranty reimbursement. You have offered to pay for the cost of cleaning the furniture, as well as a future cleaning. That will not suffice because this is money that I would not have had to spend otherwise. Based on the warranty, you would have sent me cleaning supplies and if those did not work, the warranty covers furniture replacement in extreme cases. You have also offered to replace the fabric casing. This would only be for the cushion that is currently stained. If the rest of the furniture was ever stained under the conditions of the warranty and we were not able to remove the stain, we would have no coverage. Again, because you are not honoring the warranty. My request remains the same. Not honoring a warranty that you sold is a serious issue not only because the item that I purchased was misrepresented, but also because the warranty is the reason why I ultimately purchased this item. I live in [redacted] and purchased the item from your store in [redacted] because I grew up in ** and always thought that you were a reputable company. I could have purchased a piece of furniture from any number of other stores but I chose to purchase from Lillian August. Thank you,[redacted]
It is not that we do not want to honor the warranty we cannot. This is not our warranty it is an outside company and I cannot back date paperwork. They will not accept a warranty from a delivered piece from 2 years ago. If the invoice is closed out -delivered it would go by that date so I cannot begin a warranty today from a delivery in the past. Other than refunding the money paid for the warranty which we have done = and offering to pay for this cleaning and a future one there is not anything else I can do. I do apologize for the mix up and we cannot predict if there could be a problem in the future but are willing to have the piece cleaned if there is an issue as stated previously. [redacted]
Customer did order piece on line and it was damaged by the shipper - we were told continually that the shipper had been in contact with the consumer and that this was being handled exclusively by them. We spoke to the shipper and the customer on Thursday May 28th and they scheduled...
delivery for Monday June 1. We have also reimbursed the customer his full delivery fee. The customer emailed that he is appreciative and looking forward to moving forward. This should be all set.thank you[redacted]
Complaint: [redacted]
I am rejecting this response because:Implied or explicit warranty issues are not something that should be dismissed if the vendor has sold a warranty as part of the sale of a product. This item was purchased because of the warranty, knowing that a white daybed would be under warranty should any issues arise.We have purchase products from this vendor in the past and have never had to use the warranty. This was the vendor's mistake. A return of the payment for the warranty back in 2013, two years ago, does not make up for the fact that we were sold an item with a warranty that is not being honored. We would like a refund of the item or to have the warranty honored. This might be one time that we have to get the daybed cleaned but in the future, we will not have any coverage and that is a problem when we purchased the item with the expectation that we would have a warranty. Then store has to be held accountable for selling items with a warranty that they end up not honoring.
Sincerely,
[redacted]
I again apologize for this mix up. It was unintentional and definitely a mistake due to the merchandise being directly shipped out of state and not coming into our warehouse in [redacted] where we apply the fabric protection. It is not that we do not want to honor this but that we cannot as the warranty is from an outside company and we cannot back date paperwork to them. Having said that this piece has been in your home since 11-6-13 and we are refunding the full dollar cost of the warranty (not pro-rated) of $125.00 that is in process as per your email to me of 7-16-15 confirming the mailing address of the check. The offer of paying for your cleaning of course still stands and we will (once we receive the invoice for the cleaning) double that payment in case you need another cleaning in the future. I have also been made aware that [redacted] the customer service rep you spoke to offered to replace the fabric casing. This is also something we can do and you can keep it in case you need to replace it in the future. Please let me knowthank you[redacted]
The customer made a purchase at our store on 9-9-13. The sales associate did sell the customer a daybed and a fabric warranty. The customer however does not live in [redacted] and lives in [redacted] and paid $550.00 to have this shipped direct from the vendor in [redacted] to her...
residence in [redacted]. Unfortunately as stated in the letter to the customer the fabric protection warranty is a warranty provided by an outside company that requires the furniture be sprayed in our warehouse. It is not provided by the Manufacturer of the merchandise- since this was shipped directly from the vendor it should not have been sold to the customer, unfortunately it was not caught in our audit system.The customer called us and we offered to refund the price of the warranty $125.00 which she has agreed for us to do and also offered (since their was a mistake) to pay for a cleaning of her daybed. Which she has at this time declined. This is an unfortunate mistake as we have certainly tried to help our customer with. [redacted]