Weekends Only Furniture & Mattress

August 22, ? Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO ? Dear Sir or Madam: ? Re:? ? [redacted] , Case # [redacted] ? Thank you for bringing this situation to our attention.? By doing so, it gives us another opportunity to understand how we can improve our services and better satisfy our customers? In September 2013, Mr [redacted] purchased a bonded leather sectional from Weekends? Only.? Bonded leather is a great option for some because it allows them to have a leather-look product at an economical? price.? However, bonded leather is also not as durable as quality all-leather product, which also can cost significantly more.? Because of how bonded leather is constructed, it is not uncommon to expect some peeling or flaking after years of use? Mr [redacted] filed his complaint against Weekends Only with the Revdex.com after the Guardsman® furniture protection company denied his claim for repair.? He also feels like we misled him in some way.? We sincerely apologize if our salesperson insufficiently explained all of the details included in the Guardsman plan at the time of purchase, but MrSelavaraju also received a copy of the Guardsman contract that which clearly outlines what is, and what is not, covered by the plan.? Unfortunately, wear and tear is not covered.? (A copy is attached for your reference.) He then asked Weekends Only to provide him a full refund for the sectional he has owned and used for four years.? We do not feel we must absorb the cost of replacing his entire sectional after this amount of time.? Instead, we offered to refund him he full amount he paid for his Guardsman protection plan, which he declined.? ? Based on the information provided above, and given the fact that Mr [redacted] has owned his furniture for four years, we feel we have made a reasonable attempt to resolve this concern.? If you have any further questions or concerns, please let us know? Respectfully, ? [redacted] Manager, Quality Services

November 2, ? Dispute Resolution Department Revdex.com [redacted] StLouis, MO ? Dear Sir or Madam: ? Re:? ***? [redacted] , Case # [redacted] ? Thank you for bringing this situation to our attention.? While we are disappointed to learn of Mr [redacted] ’s experience with [redacted] , our third-party protection plan provider, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our services and those of our business partners? Ms [redacted] , Manager of our Quality Care Center (QCC), tried contacting Mr.? [redacted] by phone several weeks ago by phone to discuss our proposed resolution to expedite his furniture repair.? She left him a voicemail but we have not heard back from him yet? We truly value Mr [redacted] as a Weekends Only customer and want to help rectify his repair claim as soon as possible.? We ask that he call our QCC at [redacted] ? and ask for [redacted] ? at his earliest convenience? Sincerely, ? [redacted] Manager, Quality Services

September 15, ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] ***, Complaint # [redacted] ? Thank you for bringing this situation to our attention.? By doing so, it gives us an opportunity to better understand how we can improve our services? Mr [redacted] purchased a bonded leather sofa and loveseat from Weekends Only in October 2013.? Unfortunately, his loveseat has experienced some peeling and cracking.? This type of deterioration is not covered by the Guardsman furniture protection plan he purchased as it is considered wear and tear for bonded furniture? After having had the furniture for four years, we offered Mr [redacted] several different options.? He visited our Fairview Heights store on Friday, September 1, to select another loveseat which also happened to be made out of bonded leather.? After a misunderstanding over whether any cracking or peeling on this replacement furniture would be covered by our new Safeware protection plan, Mr [redacted] proceeded to become hostile and very threatening to some of our store associates which resulted in the police having to be called? We are processing a refund for the full amount he paid for his loveseat, and he should receive a check for $very shortly in the mail.? In addition, due to his aggressive behavior while in our store, Mr [redacted] will no longer be allowed to shop in any of our Weekends Only stores in the future? Sincerely, ? [redacted] Manager, Quality Services

April 28, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re:? [redacted] , Case # [redacted] Thank you for bringing this situation to our attention.? By doing so, it gives us an opportunity to better understand how we can improve our services and better satisfy our customers Mrand Mrs [redacted] purchased a mattress from Weekends Only in November and felt it lost its firmness after a short period of time.? I am very sorry that our sales associate did not clearly convey to them that the 10-year warranty was a “manufacturer warranty” and not directly with Weekends Only, which caused them further frustration.? Manufacturer warranties on mattresses are very common across retailers and not unique to Weekends Only; however, our sales associates must never assume our customers are aware of this and must fully explain the details at the time of purchase? Again, I apologize for the miscommunication It is possible there was a manufacturer defect with the mattress they received, so we offered to replace their mattress with the same model or they could reselect a different mattress and only pay the difference in cost should they choose one of greater value.? We believe this was a reasonable offer instead of providing a full refund.? We truly value them as our customers and we would never “bait and switch” anyone.? Mrand Mrs [redacted] chose to replace their mattress with the same model.? We have attempted to contact them after their most recent delivery to ensure they are happy with their new mattress but, since we have not heard back from them, we must assume they are satisfied? If you have any further questions or concerns, please let us knowSincerely, [redacted] Quality Care Call Center Manager

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 meI was not aware that the time frame had been extended, but I am happy to hear that.? Sincerely, [redacted] ***

February 23, ? ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? [redacted] Sir or Madam: ? Re:? [redacted] ***, Case # [redacted] ? A refund in the amount of $2,was returned to Ms***’s Visa credit card on February? 17, and she was emailed a copy of the receipt? We believe this case has been resolved and consider the case closed? Sincerely, ? ? ? [redacted] Quality Care Call Center Manager

July 19, ? Dispute Resolution Department Revdex.com [redacted] StLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] ***, Complaint # [redacted] ? I was disappointed to learn or Mr***’s poor experience with [redacted] ®, our third-party furniture protection plan provider, and I apologize for the inconvenience he was caused Mr***’s new chair is scheduled to be delivered to his home on Friday, July? 21.? We have also refunded him the cost he paid for the [redacted] ® protection plan We believe we have successfully resolved this claim and consider the case closedSincerely, ? [redacted] Manager, Quality Services

November 7, ? ? Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO [redacted] Sir or Madam: Re:? [redacted] ***, Case # [redacted] We apologize for our delay in responding, but it understanding how to respond to Ms.? ***’s complaint has taken longer than usualAs Ms [redacted] stated in her complaint filed with the Revdex.com, she made two very large furniture purchases from Weekends Only totaling more than $7,000.? When the sofa on her first order would not fit in to her home, she refused all of the items on the delivery truck and requested a refund for the total order, which she receivedOn the second order, she kept some of the items that were delivered but asked to return the mattresses.? She was disappointed when our customer service associates told her she had to keep the mattress for at least 30? days.? Weekends? Only offers our customers a Night Comfort Guarantee but requires a 30-day sleep trial.? This type of sleep trial requirement is very typical among mattress retailers.? The primary reason we require customers to sleep on their mattress for at least days is because it can take up to that long for someone to get used to the new feel so they can know how it will feel long term.? Another reason is to help reduce the number of mattresses returned to us.? Like other retailers, unless the mattress has a problem due to a factory defect, we are unable to return the mattress to our supplier for credit, nor can we resell a used mattress due to state law, so we must absorb the additional cost of these returnsMs.? [redacted] later contacted us and requested we pick up all items she still had in her possession and return them for a full refund.? Because her orders were returned on several different occasions, it took us some time to verify all pieces were returned and accounted for before we could issue her refund.? Once we did, we issued her the refund for the remaining balanceIn the meantime, however, Ms [redacted] had contacted her credit card company and requested they reverse her payments to us.? Her Visa was later credited back $4,258.86, which means she received back more than what she paid us in the first place -- she ultimately still owes us $2,057.41.? We have disputed this chargeback with her credit card company but have not yet received our paymentOn behalf of Weekends Only, we do not consider this complaint resolved until we receive payment from Ms [redacted] in the amount of $2,Sincerely, ? ? [redacted] Quality Care Call Center Manage

June 21, 2016? Dispute Resolution DepartmentRevdex.comNBroadway, Ste2060StLouis, MO 63102? Dear Sir or Madam:? Re:? [redacted] ? In follto our previous response of May? 27, Ms***’s chair has been repaired? ? We have also sent her a $gift card as a token of our sincere apology for the inconvenience she experienced.We believe this case has been successfully resolved and consider the case closed.Respectfully,? [redacted] Quality Care Call Center Manager? [redacted] Executive AssistantWeekends Only Furniture & Mattress

April 19, 2017Dispute Resolution DepartmentRevdex.comNBroadway, Suite StLouis, MO 63102? Dear Sir or Madam:? Re:? [redacted] ***, Case # [redacted] ? I was very disappointed to learn of Ms***’s experience trying to get her sofa and recliner repaired.? I sincerely apologize for the inconvenience and frustration she was caused due to a breakdown in communication between Weekends Only and Safeware, our third-party furniture protection plan provider.? Ms [redacted] received a replacement sofa on April 9, and a repair technician is scheduled to visit her home to repair her recliner on April 21.? We also sent her a $gift card as an additional token of our apology.? ? We truly value Ms [redacted] as our customer and hope she gives Weekends Only another opportunity in the future.? We trust her next experience will be an entirely pleasant one.? We believe we have resolved this complaint and consider this case closed.? Sincerely,? ? ? [redacted] ***Manager, Quality Services

June 27, ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] , Case # [redacted] ? Thank you for bringing this situation to our attention.? By doing so, it gives us an opportunity to better understand how we can improve our services and better satisfy our customers? We can certainly understand Ms***’s frustration with her defective chair and our repeated attempts to repair it since we no longer carry or buy the same chair she purchased.? However, we truly value Ms [redacted] as our customer and want to make the situation right for her.? We contacted the manufacturer and they have agreed to send us a new chair for Ms***.? We expect it to arrive in to weeks and we will contact her when we receive it to do an even exchange? We believe this matter will be satisfactorily resolved upon Ms***’s receipt of her new chair.? If you have any further questions, please let us know? Sincerely, ? ? ? [redacted] Manager, Quality Services

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.? ? ? No one has contacted me to set up an appointment unless it was done today, July while I was at work.? ? ? ? I was given this very same excuse on May 31.? If the other chair is not repaired by August 1, I'm coming right back after them.? ? ? ? [redacted]

I have talked with them and the guardsmen is going to replace the couch and weekends only is going give us store credit for the matching set.? They only thing is they want us to return the material even though we paid for delivery and setup

October 11, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO ? Dear Sir or Madam: ? RE:? [redacted] ? Thank you for bringing this situation to our attention.? While we were extremely disappointed to learn of Mr [redacted] ’s experience, we are grateful he brought the matter to our attention.? By doing so, it helped us uncover an issue in the communication process with one of our suppliers and gave us an opportunity to understand how we can improve our services.? We sincerely apologize to Mr [redacted] for his inconvenience and having to wait so long for parts to repair his furniture.? Our records indicate we placed the order with our supplier, but we recently discovered the supplier did not get the communication on their end.? We are digging into this matter to fully understand how this occurred and to prevent it from happening again in the future.? We have offered Mr [redacted] the opportunity to return his existing furniture and reselect new product.? We believe this concern will be satisfactorily resolved upon his doing so.? If you have any further questions or concerns, please let us know? Sincerely, ? ? ? [redacted] Quality Care Call Center Manager

May 3, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re:? [redacted] and [redacted] , Case # [redacted] Thank you for bringing this situation to our attention.? By doing so, it gives us an opportunity to understand how we can improve our services and better satisfy our customersI was so disappointed to read the letter Mrand Mrs [redacted] wrote to the Revdex.com and am so sorry that they have had to experience such frustration for so long.? I was also very upset to learn of the level of service provided by our third-party delivery partner.? The poor execution of their team members is unacceptable and is not what we expect for any customer of Weekends? Only.? Please know that we have shared their letter and have discussed our concerns with the management of our delivery company Unfortunately, Mrand Mrs [redacted] received a sofa that had electrical problems and damages from the start.? We attempted to rectify their situation by repairing their sofa in their home, but were unsuccessful.? We later offered them the opportunity to reselect a new sofa, but they preferred to receive a refund instead.? We are making arrangements to pick up their damaged product and refund the balance owed them for this purchase.? Because they financed their purchase through [redacted] ***, we are processing the refund to [redacted] to be applied to their account.? [redacted] will, in turn, send them a check for the difference.? Again, we are truly sorry for the poor experience they had with their purchase from Weekends? Only.? It is our sincere hope that they will give us another opportunity to meet their needs in the future and that their next experience will be a truly pleasurable one.? Respectfully, [redacted] Quality Care Call Center Manager cc:? ? ? ? ? Quality Assurance Manager

May 31, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re:? ? [redacted] , Case # [redacted] Thank you for bringing this situation to our attention.? It is clear from reading Ms [redacted] ’s letter that she experienced several frustrations in connection with her furniture purchase and delivery from Weekends Only and we sincerely apologize for her inconvenience.? I am so sorry that our sales associate provided her with incorrect information regarding the Furniture Protection Plan would coverage as far as repairs on the imperfect or blemished loveseat she purchased.? Upon learning of our error, we arranged for our repair technician to visit her home to see if it could be repaired.? Unfortunately, her loveseat was not repairable so we offered her the opportunity to reselect another loveseat and matching recliner, as well as provide a discounted delivery fee since we no longer carried the same loveseat (it’s very possible she purchased our last one).? While we understand how this may be frustrating, it also emphasizes the concept of Weekends? Only.? We buy a lot of ‘opportunity buys’ that may have limited quantities available and cannot be reordered.? This ‘treasure hunt’ type of experience at Weekends Only is what makes us unique in that you never know what you’ll find in our stores, or what may not be there the very next weekend Ms [redacted] was disappointed yet again when she learned the furniture pieces would not fit through her doorway and that our delivery company could not bring her furniture back later that same evening due to their predetermined routing and work schedule.? After discussing the best options for redelivery with Ms [redacted] , arrangements were made for her to receive her furniture on Sunday, May 22.? Our General Manager, [redacted] , received an email from Ms [redacted] on May? letting us know that her situation was finally resolved for her Again, we sincerely apologize to Ms [redacted] for her inconvenience.? It is our sincere hope that she will give Weekends Only another opportunity in the future and that her next experience will be an entirely pleasurable one Sincerely, [redacted] Quality Care Call Center Manager cc:? ? WEO Account [redacted] in the name of [redacted]

Complaint: [redacted] I am rejecting this response because:? I had to call [redacted] and get them involved in this matter in order to force weekends only to refund the delivery fee but it also cost more than what they offered in damages to fix the dry wall.? ? so NO THEY NEED TO COUGH UP MORE MONEY FOR DAMAGES ------? ANOTHER $100-----? I HAD TO PAY SOMEONE ? TO FIX THE DAMAGED DRY WALL Sincerely, [redacted]

July 21, ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] , Complaint # [redacted] ? I was disappointed to learn that Mr [redacted] experienced problems with the recliner he purchased from Weekends Only.? However, I was pleased to hear that [redacted] ®, our third-party furniture protection plan provider, fulfilled the obligations of their contract and authorized an exchange / replacement for himWeekends Only Furniture & Mattress is not like most traditional furniture retailers that offer a full range of services and embed the costs of such services into their prices.? Our Mission is to “Save Our Customers Money” by offering our customers the lowest possible price on their furniture purchases, so only those who want a particular service (such as delivery) pay the additional fee.? ? Mr [redacted] reached out to the Revdex.com after we advised him that, if he wanted his ? replacement chair delivered, he would have to pay for that service.? He has since decided make arrangements for someone to pick up his chair at our South County store.? We also offered that should he decide to have it delivered after all, we will pay $of his delivery fee.? We believe we have successfully resolved this complaint and consider the case closedSincerely, ? ? ? [redacted] Manager, Quality Services ? cc:? ? ? ? ? WEO Account [redacted]

November 16, ? ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? ? ? ? [redacted] , Case # [redacted] ? I want to apologize for the delay in formally responding to Mr [redacted] ’s complaint, but please be assured that we have been taking care of our customer in the meantime.? ? We truly appreciate that Mr.? [redacted] let us know about his frustrations with [redacted] , our third-party furniture protection provider.? By doing so, he has helped us gain a better understanding of some of the issues our customers may face and, in turn, we can work to improve the services that we and our partners provide? We can understand why Mr [redacted] was frustrated with the response he received from [redacted] and their repeated appointment cancellations.? While this doesn’t help with his situation, we know that this is very unusual for [redacted] .? ? Our own repair technician went to fix Mr [redacted] ’s recliner on November 2, and we believe he was pleased with the outcome.? We believe we have resolved this concern and consider this case closed.? ? ? Sincerely, ? ? ? [redacted] Quality Care Call Center Manager

Initial Business Response / [redacted] (1000, 22, 2015/11/23) */ November 20, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO XXXXX Dear Sir or Madam: RE: [redacted] , CASE # XXXXXXX On October 6, Ms [redacted] contacted the Revdex.com and expressed her dissatisfaction with the service she had received from Weekends Only We appreciate her bringing her situation to our attention because it gave us another opportunity to look at our processes and better understand how we can improve our services to better satisfy our customers We can regrettably understand her frustration over not receiving the nightstand for her bedroom set on her first delivery as she should have She was disappointed even more with rescheduled deliveries and in not receiving calls back from our customer care call center in a timely manner We admittedly made some errors and some of our employees did not folland fulfill the promises they made to Ms [redacted] that she would receive a phone call within a specified time period For this, we sincerely apologize to her because failed to provide her with the level of customer service she deserves The situations involved have been reviewed by our call center manager and were discussed with the employees involved Ms [redacted] has since received her nightstand and was also sent a letter of apology and gift card We know the gift card cannot fully recompense her for the poor experience she had; but it is our hope that she will accept it the spirit it was given - with our apologies, our thanks for her past business, and our hope that she will have an entirely enjoyable experience should she decide to visit us again Respectfully, [redacted] Quality Care Call Center Manager