Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: [redacted]
Contact Phone: 260.927.8267
Contact Email: [redacted]@vanshomecenter.com
This was a simple misunderstanding. Mrs. [redacted] was doing some home remodeling, part of which was floor coverings that she purchased from...
us. Apparently during the process, Mrs. [redacted] discovered some problems with the home that was going to cost additional money. She told us she was going to have to hold off on installing the carpet for of period of time. We were holding Mrs. [redacted]'s downpayment as a store credit, fully understanding that she was going to install the floor coverings as soon as she resolved the other issues with the home.
We spoke with Mrs. [redacted] today and she requested that at this time, we just refund her credit card because she doesn't know when she will be doing the floor coverings. We agreed and issued a refund on her credit card.
OFFER:
Refund per her request
Initial Business Response /* (1000, 6, 2015/08/12) */
Contact Name and Title: Douglas [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aol.com
Both sofas delivered to the [redacted]'s were brand new and in good condition when left in the home. The sofas have a manufacturer warranty that...
reads the sofa will be repaired or replaced for manufacture defects within the first year, at the discretion of the manufacturer. Typically, the manufacturer requires that the furniture to be repaired if possible. The [redacted]'s did not want the first sofa repaired, so we convinced the manufacturer to replace it. When they broke the second sofa within a week, the manufacturer insisted upon it being repaired. In an effort to provide a high level of customer service, we offered to the [redacted]'s a store credit for them to reselect a different sofa if they did not want this one repaired. This is done at our expense, and is not covered by the manufacturer warranty.
OFFER:
We will repair sofa per the manufacture warranty or will take the sofa back and issue a store credit for the customer to re-select.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only furniture we liked in the whole store is what we purchased therefore we do not want to pick something else out. Obviously the issue is with the manufacturer not building the sofa with quality products. If our sofa is repaired who is to say there won't be another issue with wood splitting or something else. We have no faith in Van's, everyone we have talked to that works there has given us completely different stories about everything. We let the manufacturer replace the first one with the one that was on the showroom floor since we were told Van's does not have a warehouse, we are not willing to try again, and we are not willing to be told 4-6 weeks for delivery of a new sofa for it to be longer than 6 weeks. I was told the first time that I needed to let Vans repair or replace before I would get a refund and I let them replace it, I wish there was nothing wrong with the second one, but there is. I would think that this is now a problem between Van's and the manufacturer not with us.
Final Consumer Response /* (4200, 12, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it VERY hard to believe that we are the only ones experiencing problems with this manufacturer. I've read numerous Revdex.com complaints with them and that will have to be our next step. If its so easy to sell dozens of them then I don't understand why you don't repair it and re sell it. You will not receive any more of our business or anyone else's that we talk to. I have talked to other furniture stores that back up all of their products and we would receive a full refund with great customer service, again I'm sorry we even walked into your store! I'm sorry that you make it sound like we broke it on purpose, we work hard for our money and dont like to spend it on junk that breaks within days. Since you are not willing to come up with anything we like we will take the next step to keep people from being ripped off.
Final Business Response /* (4000, 10, 2015/08/18) */
Contact Name and Title: Douglas [redacted], President
As mentioned in our first response, the product comes with a manufacture warranty. We have sold this sofa many times and no one has experienced the same issues as the [redacted]'s. The fact that the back has been broken on two brand new sofas is very unusual. We will repair the sofa, per the manufacture warranty guidelines, or we will allow them to re-select a different model. This offer is very reasonable and more generous than what any other furniture store would offer. This is our final offer.
OFFER:
We will repair the sofa or pick up the sofa and issue a store credit for the [redacted]'s to re-select. This is our final offer.
Initial Business Response /* (1000, 6, 2015/07/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aol.com
We have inspected the chair, ordered the parts, and the chair will be fixed under warranty.
OFFER:
Initial Consumer Rebuttal /*...
(3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept their response when the chair has been fixed. They told me in December they would have to order more parts which have never arrived and now they are saying they need to order the parts, again??? If they haven't received the ones they ordered 8 months ago then how long will it take to get the parts this time to fix the chair?
Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: [redacted]
Contact Phone: 260.927.8267
Contact Email: [redacted]@vanshomecenter.com
This was a simple misunderstanding. Mrs. [redacted] was doing some home remodeling, part of which was floor coverings that she purchased from...
us. Apparently during the process, Mrs. [redacted] discovered some problems with the home that was going to cost additional money. She told us she was going to have to hold off on installing the carpet for of period of time. We were holding Mrs. [redacted]'s downpayment as a store credit, fully understanding that she was going to install the floor coverings as soon as she resolved the other issues with the home.
We spoke with Mrs. [redacted] today and she requested that at this time, we just refund her credit card because she doesn't know when she will be doing the floor coverings. We agreed and issued a refund on her credit card.
OFFER:
Refund per her request
Initial Business Response /* (1000, 6, 2015/08/12) */
Contact Name and Title: Douglas [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aol.com
Both sofas delivered to the [redacted]'s were brand new and in good condition when left in the home. The sofas have a manufacturer warranty that...
reads the sofa will be repaired or replaced for manufacture defects within the first year, at the discretion of the manufacturer. Typically, the manufacturer requires that the furniture to be repaired if possible. The [redacted]'s did not want the first sofa repaired, so we convinced the manufacturer to replace it. When they broke the second sofa within a week, the manufacturer insisted upon it being repaired. In an effort to provide a high level of customer service, we offered to the [redacted]'s a store credit for them to reselect a different sofa if they did not want this one repaired. This is done at our expense, and is not covered by the manufacturer warranty.
OFFER:
We will repair sofa per the manufacture warranty or will take the sofa back and issue a store credit for the customer to re-select.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only furniture we liked in the whole store is what we purchased therefore we do not want to pick something else out. Obviously the issue is with the manufacturer not building the sofa with quality products. If our sofa is repaired who is to say there won't be another issue with wood splitting or something else. We have no faith in Van's, everyone we have talked to that works there has given us completely different stories about everything. We let the manufacturer replace the first one with the one that was on the showroom floor since we were told Van's does not have a warehouse, we are not willing to try again, and we are not willing to be told 4-6 weeks for delivery of a new sofa for it to be longer than 6 weeks. I was told the first time that I needed to let Vans repair or replace before I would get a refund and I let them replace it, I wish there was nothing wrong with the second one, but there is. I would think that this is now a problem between Van's and the manufacturer not with us.
Final Consumer Response /* (4200, 12, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it VERY hard to believe that we are the only ones experiencing problems with this manufacturer. I've read numerous Revdex.com complaints with them and that will have to be our next step. If its so easy to sell dozens of them then I don't understand why you don't repair it and re sell it. You will not receive any more of our business or anyone else's that we talk to. I have talked to other furniture stores that back up all of their products and we would receive a full refund with great customer service, again I'm sorry we even walked into your store! I'm sorry that you make it sound like we broke it on purpose, we work hard for our money and dont like to spend it on junk that breaks within days. Since you are not willing to come up with anything we like we will take the next step to keep people from being ripped off.
Final Business Response /* (4000, 10, 2015/08/18) */
Contact Name and Title: Douglas [redacted], President
As mentioned in our first response, the product comes with a manufacture warranty. We have sold this sofa many times and no one has experienced the same issues as the [redacted]'s. The fact that the back has been broken on two brand new sofas is very unusual. We will repair the sofa, per the manufacture warranty guidelines, or we will allow them to re-select a different model. This offer is very reasonable and more generous than what any other furniture store would offer. This is our final offer.
OFFER:
We will repair the sofa or pick up the sofa and issue a store credit for the [redacted]'s to re-select. This is our final offer.
Initial Business Response /* (1000, 6, 2015/07/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aol.com
We have inspected the chair, ordered the parts, and the chair will be fixed under warranty.
OFFER:
Initial Consumer Rebuttal /*...
(3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept their response when the chair has been fixed. They told me in December they would have to order more parts which have never arrived and now they are saying they need to order the parts, again??? If they haven't received the ones they ordered 8 months ago then how long will it take to get the parts this time to fix the chair?