Weatherby's Furniture Company

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Contact Name and Title: [redacted] This chair is scheduled to be serviced Monday November 23rd for repairIf the customer prefers a refund Weatherby's will make a full refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The store did send a repairman out and the chair was repaired to my satifactionMy only complaint at this point is that this should have been their first response to me, verses the poor treatment I got from their manager [redacted] and his lack of consern or cooperation to fix the problem that I eventually recieve after I had to file a complaint

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Mr [redacted] purchased this sofa Feb27, in "as-is" conditionThe invoice is clearly noted "As-is" plus the customer signed an "As-is" sales agreement"As-is" furniture has no warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is a correct statement by the store that the sofa was purchased "as is"However, the condition of the sofa was misrepresented to us at the time of saleWe were told that this was a new unsold sofa (not used) and that it had received some stains/blemishesThe premise of the sale was based on those factsA new Ashley Furniture sofa should in NO WAY have had the undercarriage "explode" after months of little to no useThat is beyond a expectation whether purchased " as is " or notSO either the store did not disclose that other damage to the sofa had occurred prior to sale or this sofa had a construction defectIn either case, this was not disclosed to us at the time of sale

4/17/The Sales manager has called Ms [redacted] and left messages last night and this morningShe has not responded yetHe has said in the interest of customer relations that Weatherby's will allow her to exchange the Brooklee Plush that she has at home for the Brooklee FirmHe has placed the firm on order for her Once we spoken with Ms[redacted] I will draft our response and fax it over THANK YOU [redacted] WEATHERBY'S FURNITURE CHESTER AVE BAKERSFIELD, CA###-###-#### ###-###-####

Hello,Customer [redacted] did purchase a Broyhill sofa and loveseat on our invoice # B10981-03 for $1769.90 in July 2017.Ms. [redacted] called in a service on 3-6-2018. The service department scheduled a service inspection on 3-9-2018 (Fri) and based on that inspection report... placed a parts order with Broyhill on 3/12/2018 (Mon).The service manager, [redacted] , did inform Ms. [redacted] that Broyhill does take a very long time to ship in our orders , that it could take 6 to 8 weeks at a minimum. on 4/2/2018 Norma sent an email to Broyhill to check on the order but never received a response. On 4/9/2018 sent a second email to Broyhill to inquire about the parts order . On 4/13/2018 having called and emailed Broyhill without a response the parts order was resent to Broyhill . Broyhill still did not confirm the order until 4/25/2018. On 5/10/2018 Ms. [redacted] called very upset and wanted to speak with a manager. [redacted] apologized and told Ms. [redacted] she would have a manager call her back. [redacted] gave all info to [redacted] who did call the number provided but there was no answer. On 5/10/18 [redacted] called and sent another email to Broyhill. She said she spoke with [redacted] who was going to check and get back to her ASAP. On 5/11/2018 as of noon there was still no update . I called and left another message to check on the order at 12:38 p.m.The seat cushion cores are on order with Broyhill . As soon as the parts arrive Weatherby's will take care of the service issue. If needed I can fax over our service copy and parts order and emails to Broyhill.

Initial Business Response /* (1000, 5, 2015/08/10) */
Mr*** purchased this sofa Feb27, in "as-is" conditionThe invoice is clearly noted "As-is" plus the customer signed an "As-is" sales agreement"As-is" furniture has no warranty
Initial Consumer Rebuttal /* (3000, 7,
2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a correct statement by the store that the sofa was purchased "as is"However, the condition of the sofa was misrepresented to us at the time of saleWe were told that this was a new unsold sofa (not used) and that it had received some stains/blemishesThe premise of the sale was based on those factsA new Ashley Furniture sofa should in NO WAY have had the undercarriage "explode" after months of little to no useThat is beyond a expectation whether purchased " as is " or notSO either the store did not disclose that other damage to the sofa had occurred prior to sale or this sofa had a construction defectIn either case, this was not disclosed to us at the time of sale

Hello,Customer *** *** did purchase a Broyhill sofa and loveseat on our invoice # B10981-03 for $in July 2017.Ms.*** called in a service on 3-6-2018. The service department scheduled a service inspection on 3-9-(Fri) and based on that inspection report
placed a parts order with Broyhill on 3/12/(Mon).The service manager, ***, did inform Ms*** that Broyhill does take a very long time to ship in our orders , that it could take to weeks at a minimum. on 4/2/Norma sent an email to Broyhill to check on the order but never received a responseOn 4/9/sent a second email to Broyhill to inquire about the parts order On 4/13/having called and emailed Broyhill without a response the parts order was resent to Broyhill . Broyhill still did not confirm the order until 4/25/2018. On 5/10/Ms.*** called very upset and wanted to speak with a manager*** apologized and told Ms.*** she would have a manager call her back*** gave all info to *** *** who did call the number provided but there was no answer. On 5/10/*** called and sent another email to BroyhillShe said she spoke with *** who was going to check and get back to her ASAP. On 5/11/as of noon there was still no update I called and left another message to check on the order at 12:p.m.The seat cushion cores are on order with Broyhill As soon as the parts arrive Weatherby's will take care of the service issue. If needed I can fax over our service copy and parts order and emails to Broyhill

4/17/The Sales manager has called Ms*** and left messages last night and this morningShe has not responded yetHe has said in the interest of customer relations that Weatherby's will allow her to exchange the Brooklee Plush that she has at home for the Brooklee FirmHe has placed the firm on order for her Once we spoken with Ms.*** I will draft our response and fax it over THANK YOU *** *** WEATHERBY'S FURNITURE CHESTER AVE BAKERSFIELD, CA###-###-#### ###-###-####

HELLO ***, I HAVE PRINTED THIS AND GIVEN COPIES TO *** *** I DID ASK MY SERVICE DEPTIF THEY HAD AN OPEN SERVICE REPORT FOR CHARLES *** AND IT LOOKS LIKE THIS CUSTOMER HAS BEEN TAKEN CARE OF ALREADY (THE EXCHANGE OF MERCHANDISE WAS MADE ON 8/29/16)
LET ME KNOW IF YOU WOULD LIKE ME TO FAX COPIES THANK YOU *** ***-*** WEATHERBY'S FURNITURE

I am rejecting this response because: As mentioned in my first complaint, I called and spoke over the phone on 3/10/2018, the day after the delivery of the mattresses, to *** (salesperson) about not receiving the mattresses I selectedThe statement written about me going in to Weatherby's a couple days later and speaking to *** and him taking me to the showroom to verify the mattress sets is completely falsePerhaps, he is confusing me with another dissatisfied customerAfter I received his rejection for an exchange during our phone conversation, I decided to take it to the person who has the ultimate decision-making in returns and exchangesThat is why I asked for *** ***I did not want to speak to other staff members because I did not want *** *** to form an opinion or decision based on their statementsI wanted him to have first-hand information from meThe staff continued to question me over and over again and tried to get me to tell them what I wantedI was accused of being secretive, which I was notI didn't feel they could help me with this matter, and I didn't want any incorrect or inaccurate details to be passed along to him to the point that he not want to speak with meWhich is exactly what happened, anywaysThe receipt states: 20% handling and restocking charge on Merchandise returned within days of delivery or pick up with Manager approvalI was not given the receipt to read and sign before the sale was completed; never-the-less, my return was within the 7-day timeframe, anywaysIt does not state that mattresses are not returnable or exchangeable*** did not even make mention of this during the sales transactionBottom-line is: I don't want a refund, but only to get the correct firmness of mattresses that I first selected in the showroom on 3/3/$1,for mattresses that are not comfortable and which I did not select is an outrageous amount to bareWeatherby's should work on meeting the satisfaction of their customers especially if they are not getting the merchandise they are expecting to get. Thank you, ***

Initial Business Response /* (1000, 5, 2015/06/24) */
Mr*** was delivered a sofa & loveseat in December of At that time he purchased a stain only protection warranty
Weatherbys guarantees the furniture for a period of one (1) year against manufacturers defectsThis warranty includes
both parts and laborAfter one (1) year, the customer is responsible for all labor cost that may occur
The factory does warranty the seat cushion cores (foam) for three (3) yearsWe have new seat cushions cores on order and will call Mr*** when they arrive
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sales person that sold us the couches said that one of the two warrantys she sold me would without a doubt cover anything on the couchesMy wife was pragnent she had the baby, the baby was sick, but knowing that one of my warrantys was going to solve our probles I waited until time permitedWe needed a new place to live so with a lot of time and struggle we got our house putting the problem with the couches a few months behindI tryed to contact my warranty and got deniedMe and my wife went to WETHERBYS on chester and found out that the sales peron had lied to us about the couches been the last ones they were going to have because acording to wetherbys sales person they weren't making thoes couches any moreWell they did in fact have planty of them and the sales person that sold us the couches had quit shortly after she sold us the couches
Final Consumer Response /* (3000, 15, 2015/07/06) */
Here are some pictures of the two warranty protectionsNow that I see them and think back she told me one will cover stains and accidents and the other one would cover cushions including arm restI think now thats where she liedBecause they both look the same why would I need two warranties that cover the same thingShe only flipped the page and showed me where it said Five years warrantyI also think now she was on her way out of there she just wanted to make the sale any way she could
Final Business Response /* (4000, 17, 2015/07/14) */
MR *** PURCHASED A STAIN PROTECTION WARRANTY THAT COVERED THE SOFA AND LOVESEAT THAT WAS DELIVERED ON 12/7/
ON JULY WEATHERBY'S DELIVERED A CHAIR WHICH MR*** ALSO PURCHASED A STAIN PROTECTION WARRANTY FOR
WARRANTY #COVERED THE SOFA AND LOVESEAT
WARRANTY #COVERED THE CHAIR
WE DO NOT SELL OR REPRESENT ANY WARRANTY THAT COVERS WEAR
THANK YOU
*** ***

Initial Business Response /* (1000, 5, 2015/11/19) */
Contact Name and Title: *** ***
This chair is scheduled to be serviced Monday November 23rd for repairIf the customer prefers a refund Weatherby's will make a full refund
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
The store did send a repairman out and the chair was repaired to my satifactionMy only complaint at this point is that this should have been their first response to me, verses the poor treatment I got from their manager *** and his lack of consern or cooperation to fix the problem that I eventually recieve after I had to file a complaint

4/2/*** *** Re:ID Customer : *** *** Invoice B11147-17 Brooklee Plush Cal King Mattress Purchased 3-3-18 Delivered 3-9- The Sales person *** *** does remember that she came into the store a few days after delivery with the complaint that
Weatherby's had delivered the wrong mattress to her homeMrs*** was taken to the mattress showroom to see if what we delivered was in fact the mattress she had selected*** *** said she was shown the mattress again and she agreed that the mattress was in fact the same as what she had selected. On 3/22/and 3/23/Weatherby's received several calls from a blocked number from a woman named *** and a woman named *** demanding to speak with *** *** (the CFO) Weatherby's standard operating procedure for his calls are to get a full name, what company the person is with and what it is regardingShe refused to give any of that information The same person called several times with the same result. The same day a *** did come in with the same demand to speak with *** ***Mr.*** was in a meeting with Furniture Representatives and unable to speak with her. We offered to page the sales manager for her to speak with She said she didn't want to speak with anyone but *** *** but still would not give the office staff any information for Weatherby's to look up the purchase historyShe then left stating she was on her lunch hour and couldn't waitAll returns require management approval is typed in all caps and bold letters on our invoicesWeatherby's cannot accept a return on mattress sets as once taken by customer are considered used beddingWeatherby's does not sell merchandise on approval All sales are final is also printed on our invoiceWEATHERBY'S FURNITURE CHESTER AVE BAKERSFIELD, CA

***, In reference to complaint ID # ***: Arrangements have been made to exchange the bench for the customer on 2/16/ *** *** Office: ###-###-#### Weatherbys Furniture www.weatherbysfurniture.com

In April *** *** did purchase a Sofa for and a table for on Invoice #B***grand total $She was approved by Acceptance Now (AKA RAC) and her merchandise was delivered at no extra charge on Saturday 4/29/17.Acceptance Now cannot share her payment history or lack
of payment history with me but did say that they did call the phone numbers she had provided to them during her approval process in order to collect payment.I contacted the Acceptance Now District Manager Juan Lopez in an attempt to resolve the matter with out having Gabi or Brandon involvedMrLopez said he will let her return the merchandise and provide her with a refund.He has given her this option but she has not made herself or the merchandise available*** *** has said that Acceptance Now cannot pick up the merchandise until 6/24/Once the merchandise is returned then this matter can be resolved. Thank youErlinda Gomez

Initial Business Response /* (1000, 5, 2015/11/05) */
Contact Name and Title: *** ***
Unfortunately Weatherbys does not provide a comfort guarantee on mattresses
A mattress is a personal item that cannot be returned and sold as newThe mattress has to be sterilized and sold as a used
mattressAll returns as stated in our return policy on our invoices require Managers approvalA mattress is not an item that can be returned
All new mattresses have a break in period and the customers body also needs to adjust to the comfort of the new mattress
This customer only slept on the mattress for nights and had not given their bodies time to adjust to the comfort of the new mattress
**Please note the following is pulled directly from the return policy on our invoice:
RETURN AND EXCHANGE POLICYAll Returns Require Management Approval
20% handling and restocking charge on Merchandise returned within days of delivery or pick-up
No returns after days from date of delivery or pick-up
All sales are final
All Refunds Require Days From Request Date
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Return policy is deceptiveIt should clearly state NO RETURNS ON MATTRESSES.It does not leading buyers to believe they can return it if not satisfied