True Innovations

Revdex.com: 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 resolvedcase was resolved the company sent me a brand new chair and explained the trouble they had, they were very nice and courteous case was under [redacted] reference number [redacted] Regards, [redacted]

Good morning, I just spoke with this customer on the phone and assured them that their replacement gas lift will be shipping out todayWe are also going to be processing a refund for their part due to the long delayI regret that the order took this long to ship out but the delay was due to a shortage in stockBest regards, [redacted] v\: [redacted] o\: [redacted] w\: [redacted] Customer Service Manager True Designs Alton Parkway Irvine, CA 949- [redacted] Email: [redacted] @truedesigns.com / [redacted] Style Definitions */

Hello,We have contacted the customer and settled this claimThey will be reviving a full refund and we are shipping them the parts that they require as wellBest regards,True Designs Team

Per this customer's request I called the phone number provided and was able to speak with himBy the time we spoke his order was already being processed so in order to speed up the replacement part process I saw that it was shipped out personally and expedited the shippingCustomer sounded happy with the resolution

Revdex.com: I have reviewed the response 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 Correspondence from this company dated December 16, stated in part "able to have a check cut and mailed to you in about two weeks"This has not happened and promises to keep me updated have not been forthcomingCurrently, I seem to be unable to make contact with themI have all correspondence from them on file.Prompt refund as agreed upon and promised Regards, [redacted] ***

Revdex.com: 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 After filing my complaint with you, I also complained to Serta who has allowed their name to be associated with this productWithin a week of filing the complaint, I received an email from True Designs saying the replacement part was shippedI received the replacement part via FedEx 2-day shipping as requested.It is unfortunate that it took filing two complaints to have the warranty service as promised.I am happy with the product overallI am not happy with their service.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 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] Revdex.com:Re:complaint ID [redacted] ***I talked with Mr [redacted] Thursday, Dec03, about 5:pm (Eastern time) and he is supposed to send me pictures, specs, and other information about some chairs similar to the one I have However, I have not received that yet Resolution will occur when I have a satisfactory product replacement

Hello, I must apologize for the confusion on the requested replacement partsWe have shipped out the back cushion covers today via *** ***The tracking number is: ***They should be arriving by the end of the week. At this point in time we have now shipped out a full set of seat and back cushion covers and all warranty requests have been fulfilled Again we are sorry for the delay. If you have any questions please feel free to contact me directly Best regards,*** ***Customer Service Manager True Designs | A Li & Fung Company *** *** *** *** ** *** Email: ***@truedesigns.com

After contacting the customer we were able to figure out why he had been receiving the wrong replacement parts from our warehouseSince we did not have the exact part available and customer was still under warranty we offered replacement options and sent him a new chairIt should be delivered
today 6/24/

Hello, I wanted to apologize for the delay in shipping this replacement partThe required part was out of stock and its intended delivery time was delayed due to the supplierThe part came back into stock on 1/19/and on 1/we shipped out the customer's orderIt was delivered on Monday
1/20/16, FedEx tracking number is
*** *** ***
I also emailed and called the customer on 1/but have not received a responseIf there is anything else that we can do please feel free to contact me directly from the information belowBest regards,***
*** ***
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Hello, I just spoke with the customer on the phone and explained the delay in his shipment, I also explained that I just expedited his order to 2-day shipping and that it will be going out today (10/23) so that there will be no further delaysWe regret the breakdown in communication in this
situation and hope that this customer will enjoy his new chairBest regards,*** ***Customer Service Manager

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ While I finally received my chair pad days after I made my inital communication that I had a defective chair, this is only half of my requestI want a letter of apology, not a form letter or email, an actual letterIn this communication I would like to know why you encourage your employees to blatently lieTHREE seperate employees told me over the phone the chair pad would be sent out "later today, tomorrow at the latestThe second call I made when my chair pad hadnt arrived I was told that the holidays put them behindWas the first employee unaware chriistmas had just happened and new years was coming? Third employee was incredibly rude when I asked why I had to call three times to get the same answerI told her I filed a complaint with the Revdex.com and she sighed and said in an annoying voice "the chair will ship today, tomorrow at the latestIs there anything else I can do? when I said yes there is, why am I getting the run around she sighed again and gave the same lineThis is unacceptable, its not a "mix up", it not because you were busyI bet I could call any day of the year, and get the same run around and the same message when I call and get put on hold "we are experiencing higher than call volume." You are a substandard company who builds substandard furniture and hide under the lazyboy logoEven having your products made in chinaI want my latter of apology asapI want an explanationA two hundred dollar chair made so cheaply, why?Even if you resolve this I will never reccommend your products and will go out of my way to tell how bad they areIll be looking for my letter in the mail]
Regards,
*** ***

Good Morning,
I wanted to inform you that we have come to a resolution
regarding a complaint towards our company True DesignsDue to a reformatting of
our warehouse in January a number of shipments were delayed. Ultimately, we contacted the customer on 1/23,
apologized
for the issues in our shipment delay and lack of an immediate
detailed response, we issued a full refund to the customer and had the
requested parts shipped out as soon as possible Parts were delivered on 1/30/and a refund
check was issued on 1/28/We've made note in our systems and if the customer needs anything else our customer service reps will be informed and happy to assist if any additional help is required

Hello, I regret that there were multiple delays due to inventory errors in this customer's orderI spoke with the customer on 6/5/to inform him that a replacement chair was already being shipped to him via UPS expressTracking number ***, Delivered on 6/8/I called again on 6/8/to follow up but the customer's number results in an out of service messageWhen we last spoke he told me he was happy that the issue was being taken care of quickly and also said he would be removing the complain hereHopefully, the customer is satisfied with the replacement chair and if not he can always contact me for additional assistance. Best regards,***Customer Service Manager True Designs | A Li & Fung Company

Hello, While I have not yet been able to speak with this customer directly I did make sure that the customer was emailed and called and that their order was shipped out immediately with expedited shippingI expect the needed parts to arrive in the next two daysThank you, ***

Hello, I'm *** *** the customer service manager at True DesignsI regret the long delay on sending out replacement cushionsAfter the parts finally did come back into stock there was an error in the inventory system that further delayed shipmentWe corrected it today and I personally shipped
out the customer's requested cushion covers via *** expressThe tracking number for the shipment is: ***I emailed the customer as well to inform her of the issue and the tracking number Thanks, *** ***Customer Service Manager True Designs | A Li & Fung Company *** *** *** *** ** ***949-428-Email: ***@truedesigns.com

Revdex.com:
I have reviewed the response 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 have not recieved the part.  That is completely inaccurate.   
Regards,
[redacted]

Revdex.com:
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] Revdex.com:Re:complaint ID [redacted]I talked with Mr. [redacted] Thursday, Dec. 03, 2015 about 5:20 pm (Eastern time) and he is supposed to send me pictures, specs, and other information about some chairs similar to the one I have.  However, I have not received that yet.  Resolution will occur when I have a satisfactory product replacement.

Good afternoon, I was able to call this customer and speak about the issues she was having with her chair. Since the chair is still under the tail end of its warranty but the parts are no longer available, we will be sending a replacement chair option to her. We are currently waiting for an email...

response with the offered chair and should be shipping the product to her 12-7-15.

This matter was resolved on Wednesday Nov 25th by sending the customer the correct part for his chair.  We had just completed a full warehouse inventory and not all parts had been updated yet.  The customer service agent made a mistake but it has been resolved and corrected.   We...

sincerely apologize to this customer for the inconvenience and matters have been taken internally to improve responses of this type.  His part was shipped out and shows as received by the customer.  We thank him for his patience and understanding.Kindest regards.