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 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 ***
The customer made a purchase at our store on 9-9- 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 $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 $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 ***
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 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***
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: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-and we are refunding the full dollar cost of the warranty (not pro-rated) of $that is in process as per your email to me of 7-16-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]
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 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 ***
The customer made a purchase at our store on 9-9- 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 $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 $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 ***
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 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***
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: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-and we are refunding the full dollar cost of the warranty (not pro-rated) of $that is in process as per your email to me of 7-16-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]