Voices of the Heart

RE: Complaint ID [redacted] We delivered the Touraine Entertainment center on 08/04/During delivery the customer called customer service regarding the light component not workingWe immediately sent a technician the same day and repaired the issue at the customer's requestwe were not made aware of any additional damages or defects at that timeWe were also never made of aware of any damaged or soiling of floors during delivery or serviceOn 08/25/the customer contacted customer service and sent pictures regarding a crack in the removable shelf and a few minor dings on the side of the pieceWe offered to swap the shelf and repair the minor issues, however, the customer declined and requested a new unit be brought to her homeWe scheduled an exchange on 08/30/On 08/29/the customer called customer service to request a discount to keep the piece "as-is" in lieu of an exchange because of the inconvenience of removing personal items out of the unitThe item was repairable to new and the damages were only superficial so we offered 5.6% off equaling $off of the $1,original purchase pricethe customer refused the offerWe also offered to pick up the merchandise at no charge and issue a complete refund to which the customer also refusedAt the time the customer said she would speak with her spouse regarding a resolution and call back but we have not received a call sine that time.We fell we have offered the customer several options to rectify the situationWe are still happy to provide the services/discounts already offered to the customerRegards, [redacted] Hemispheres Distribution Center [redacted]

Complaint: ***
I am rejecting this response because: It is absurd that a business of this magnitude would ask me, a woman in her late 50's to remove/move and/or replace everything that has required physical strengthHowever, I will accept to call this case satisfactory
Regards,
*** ***

RE: Complaint ID [redacted]We delivered the Touraine Entertainment center on 08/04/417. During delivery the customer called customer service regarding the light component not working. We immediately sent a technician the same day and repaired the issue at the customer's request. we were...

not made aware of any additional damages or defects at that time. We were also never made of aware of any damaged or soiling of floors during delivery or service. On 08/25/17 the customer contacted customer service and sent pictures regarding a crack in the removable shelf and a few minor dings on the side of the piece. We offered to swap the shelf and repair the minor issues, however, the customer declined and requested a new unit be brought to her home. We scheduled an exchange on 08/30/17. On 08/29/17 the customer called customer service to request a discount to keep the piece "as-is" in lieu of an exchange because of the inconvenience of removing personal items out of the unit. The item was repairable to new and the damages were only superficial so we offered 5.6% off equaling $100.00 off of the $1,797.00 original purchase price. the customer refused the offer. We also offered to pick up the merchandise at no charge and issue a complete refund to which the customer also refused. At the time the customer said she would speak with her spouse regarding a resolution and call back but we have not received a call sine that time.We fell we have offered the customer several options to rectify the situation. We are still happy to provide the services/discounts already offered to the customer. Regards,[redacted]Hemispheres Distribution Center[redacted]