Weekends Only Furniture & Mattress

April 10, ? ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? ? ? ? [redacted] , Complaint # [redacted] ? We sincerely regret the inconvenience and frustration Ms [redacted] has been caused due to what sounds like a potential identify theft situation.? Ms [redacted] made a purchase at Weekends Only which she financed through the [redacted] (***).? She subsequently received a letter from [redacted] regarding some concerns with her account.? Ms [redacted] believes a fraudulent loan was applied for in her name and has asked Weekends Only to rectify the situation? We have informed her that if she truly believes that her identity has been used to apply for a loan using her [redacted] financing account, she needs to file a formal dispute with [redacted] who will then contact us and provide all the information we need to investigate the claim.? After we have done so and verified whether or not a purchase was, in fact made at Weekends Only on this fraudulent loan, her [redacted] account will be adjusted accordingly.? ? We believe this concern will be resolved upon receiving a formal dispute from [redacted] and consider this case closed.? ? 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 Sincerely, [redacted]

December 28, ? 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.? While we are disappointed to learn of Mr***’s experience with his recliner, we are thankful he brought the matter to our attention so we can improve our services and products we provide to our customersMr [redacted] had expressed concerns to us about the stability and stuffing in the recliner he purchased from Weekends Only.? Our repair technician attempted to repair the recliner, but Mr [redacted] was unhappy with the results.? We have since offered him the opportunity to exchange his recliner and select another item.? He indicated he was happy with this resolutionWe believe we have satisfactorily resolved this concern and consider the case closed.? If you have any further questions or concerns, please let us know? Sincerely, [redacted] Quality Care Call Center Manager

December 13, ? 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 because a positive experience for our customers is very important to us.? It is obvious we made some errors and, for this, we sincerely apologize? Ms.? [redacted] was disappointed that our delivery company would not remove her old mattress at the time her new mattress was delivered.? While it is true that we do remove old mattresses from homes, we are not able to do so in all cases due to OSHA regulations and to protect the health of our employees and those of our third-party delivery partner.? At the time she purchased her mattress and set up delivery, she should have been informed of our policy requiring the old mattress be free of stains, in addition to being provided with a copy of the attached policy.? We are very sorry if we neglected to clearly inform her of this or provide her with our furniture and mattress removal policy? We also confirmed that our Customer Service Representative did, in fact, offer her a $gift card but only sent her a $card.? We have since spoken with Ms [redacted] and she informed us she did not want the gift card, so we voided the card and issued her a credit of $(half of her delivery fee)? We believe this case has been satisfactorily resolved and consider this case closed.? If you have any further questions or concerns, please let us know? Sincerely, ? ? ? [redacted] Quality Care Call Center Manager ? Attachment ?

Initial Business Response / [redacted] (1000, 7, 2015/10/12) */ October 12, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO XXXXX Dear Sir or Madam: RE: [redacted] ***, CASE # XXXXXXX We can fully understand why Ms [redacted] was disappointed when the Guardsman furniture protection company denied her request to have her furniture cleaned Ms [redacted] had the understanding that the Guardsman service she purchased from Weekends Only would provide a general cleaning service for use of her furniture when, in fact, it does not We sincerely apologize for not properly clarifying that with her at the time of purchase In a phone conversation with Ms***, we were given the opportunity to explain what services Guardsman does cover At that time, we also agreed to refund the cost she paid for the furniture protection plan back to her credit card We truly value Ms [redacted] as a customer, and we thank her for bringing this misunderstanding to our attention We believe we have resolved this concern and consider this case closed Sincerely, [redacted] Quality Care Call Center Manager Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) When he was a refund thank you very much case resolved

Complaint: [redacted] I am rejecting this response because:weekends only contacted me in response to Alexander not being able to take care of the issue in fullWeekends only representative stated they would be mailing a check for the full amount in 2-weeks and would get reimbursed buy the delivery contractorThis was the agreement we had worked out? Sincerely, [redacted]

June 21, ? Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] , Case # [redacted] ? This is in follto our previous response of June? 13.? Upon learning from Ms.? [redacted] that the cost she incurred to have her wall repaired exceeded the amount of the delivery fee refund, we obtained a copy of the invoice for the work performed are processing another refund of $back to her Wells Fargo account.? A receipt will also be mailed to her home for her records? Again, we are truly sorry for the inconvenience she experienced? We believe this situation has been satisfactorily resolved and consider the case closed.? If? you have any further questions or concerns, please let us know? Sincerely, ? ? [redacted] Quality Care Call Center Manager ? ?

March 1, ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? [redacted] Case # [redacted] ? We were extremely disappointed to learn that Mr [redacted] has been waiting months to receive his replacement dining chairs, and we sincerely apologize for his inconvenience.? However, we are thankful he brought it to our attention because it gives our management team another opportunity to learn where our processes failed and make improvements to prevent similar disappointments.? We will be reviewing his situation in more depth so we can fully understand how the breakdown in our processes occurred.? ? Mr [redacted] ’s replacement dining pieces have been sent to our South County store location and are ready for him to pick up.? We believe this case will be resolved upon his receiving his new dining pieces.? ? Sincerely, ? ? ? [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 me Sincerely, [redacted] ***s

May 16, 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 an opportunity to understand how we can improve our services and better satisfy our customersMs [redacted] purchased a sectional from Weekends Only and paid for her purchase with a combination of cash and debit card.? Upon being delivered to her home, she discovered damages on the product and asked to return her purchase for a refund.? The portion she purchased on her debit card was refunded back to her debit card and we offered to issue a company check for the remaining portion she paid by cash, informing her it could take up to a week for her receive in the mail.? As a furniture retailer, we do very few transactions with customers involving cash and, as such, we carry a limited amount of cash in our stores on a daily basis.? The policy of carrying a limited amount of cash on hand is standard practice across businesses that sell higher priced items and have very few cash transactions Because Ms [redacted] preferred to receive cash instead of wait for the check, she was informed she should call our store ahead of time to ensure we had received enough cash from other customer purchases earlier that day.? It sounds like she tried calling but sat on hold too long, which resulted in her driving to the store only to discover we did not have the funds available? We are truly sorry for the inconvenience she was caused.? We are looking into why her call was not answered in a timely manner so we can prevent something similar from happening again ?" because we don’t want this type of experience for any of our customers.? Ms [redacted] was able to receive her cash refund the following day and a check was mailed to her on May? to reimburse her delivery fee.? We truly value Ms [redacted] as our customer and are thankful for her past business.? It is our sincere hope that her next experience with Weekends Only is an entirely pleasurable oneWe believe this concern has been successfully resolved Sincerely, [redacted] Quality Care Call Center Manager cc: ? ? ? ? Quality Assurance Manager

June 1, ? Dispute Resolution Department Revdex.com NBroadway, Ste 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 another opportunity to better understand how we can improve our services and better satisfy our customers.? Weekends Only Furniture & Mattress is unlike 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.? One of the way we are able offer such low prices is by selling products that are still in their cartons or boxes that require some minor assembly by the customer (such as screwing legs on a sofa of dining chairs, living room tables, attaching the back of a recliner to its base, etc.), in addition to products that require full assembly by the customerIt is our intent that all our price tags for such items are clearly marked with “REQUIRE CUSTOMER ASSEMBLY;” however, it appears we may not have verbally communicated this message to Ms.? [redacted] .? For this, we apologize and are sorry for the inconvenience she experiencedWe have learned that she has since had a family member assemble her chairs after we emailed her the assembly instructions.? We are also mailing her a $gift card as a further expression of our apology.? Ms [redacted] indicated she was pleased with this offerWe believe this case has been resolved to the satisfaction of our customer and consider this case closed.? Please let us know if you have any further questionsSincerely, [redacted] Manager, Quality Services

April 10, 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. While we are disappointed to learn of Mr [redacted] ’s experience, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how we can improve our services We can certainly understand why Mr [redacted] is upset after learning he has accrued interest on the loans he took out to finance his furniture purchases from Weekends Only. As we understand it, Mr. [redacted] made several purchases at different Weekends Only store locations and applied for separate loans through the [redacted] finance company at each. He states he was under the belief that he could combine two loans and adjust the payment schedule and the amount he paid. We are very aware that [redacted] has very specific payment terms and payment schedules associated with each type of loan they offer, and the contract agreement is between the customer and [redacted] ***. As such, we are not in the practice of refinancing existing loans nor giving advice to customers on how to avoid financing charges. We sincerely apologize if we did not clearly communicate this to him at the time he made his purchase; however, Mr. [redacted] would have received separate loan documents or contracts directly from [redacted] that confirmed the terms and requirements of each of his loans. If he desired to change his payment amount or how often he made payments, it would have been necessary for him to work directly with [redacted] since the contracts he signed were with themSince this complaint is really with [redacted] and not Weekends Only, we consider this case resolved on our part. If you have any further questions or concerns, please let us knowSincerely, [redacted] Manager, Quality Services

I have received payment for the damages paid in fullThis case may be closed and I thank you for helping me get it resolvedAnything else needed from me please let me know [redacted]

Dear Ms [redacted] :Thank you for bringing your situation to our attention.? I am so sorry you have had such a trying experience getting your sofa repaired; I can certainly understand your frustration.? We strive to offer our customers the best service and support we can, but it is obvious we failed you.? I would like to make sure that you are taken care of, but I need some additional information from you to do so.? While researching your situation in our computer system, I have been unable to find an account in your name for the purchase you describe.? All my attempts to look up your account by your name, phone number or address have been unsuccessful.? Is it possible that the purchase was entered under another name, phone number or address?? If you happen to have your receipt that shows your Account or Order number, that would be extremely helpful locating your account information.We truly value you as a customer of Weekends Only, Ms [redacted] , and ultimately want you your experience with us to end on a positive note.? I look forward to hearing from you so we can work forward with a resolution[redacted] Executive AssistantWeekends Only Furniture & Mattress [redacted] @weekendsonly.comwww.weekendsonly.com

June 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 Mr [redacted] reported that the fabric on his sofa began showing signs of wear and cracking, and that the claim he filed with the Guardsman furniture protection company was denied because the damage did not result from an accident. We sincerely apologize if our salesperson insufficiently explained all of the details of the Guardsman protection plan at the time of purchase Because we truly value Mr. [redacted] as our customer, we refunded him the amount he paid for the furniture protection plan coverage. In a conversation with Mr [redacted] on June 20, we also offered him an additional $refund on his original purchase, which he accepted We believe this case has been satisfactorily resolved and consider the case closed. If you have any further questions or concerns, please let us know Sincerely, [redacted] Quality Care Call Center Manager

Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ March 2, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO XXXXX Dear Sir or Madam: RE: [redacted] ***, CASE # XXXXXXX Thank you for bringing this situation to our attention While we are disappointed to learn of Ms***'s experience, we are thankful she brought the matter to our attention By doing so, it has given our management team another opportunity to learn where our processes failed and to take the necessary steps to ensure it doesn't happen again in the future We obviously made an error when Ms [redacted] was delivered the wrong sofa for her mother, and for that we sincerely apologize Unfortunately, she was further disappointed to learn that we could not deliver the correct sofa for several days Due to an unforeseen amount of furniture deliveries that week, all of our delivery slots were booked We have since increased our delivery slots on the days we deliver to accommodate the increase in volume; however, we believe our drivers also need a weekend of their own, which is why we do not deliver on Wednesdays and Thursdays Ms***'s mother was allowed to use the original sofa until we were able to deliver the correct one she purchased In addition, she received a full refund of her delivery fee We believe we have satisfactorily resolved this concern and consider the case closed If you have any further questions or concerns, please let us know Sincerely, [redacted] Quality Care Call Center Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not acceptable My mother used the wrong sofa because she had no other choice Your company absolutely refused to bring her the right sofa for days and you gave a bunch of lame reasons why you couldn't You know all about it, [redacted] I talked to you specifically THEN when you DID bring the right sofa, you almost pulled the wrong sofa off the truck AGAIN Had I not been there, my mother would have gotten the wrong sofa AGAIN They also had no knowledge that they needed to pick up the one you FORCED her to use for days Then it took them almost an hour to get one of the legs on the right one because the craftsmanship of the sofa was so bad Per my original complaint, I said you refunded the delivery fee I want an additional $refunded Thank you

Complaint: [redacted] I am rejecting this response because:Weekend's Only promised to refund my full premium for the [redacted] PolicyAs of today, 7/22/17, there has been no refund issued to my [redacted] account and I have not received any other form of paymentI want the premium refunded as promised Sincerely, [redacted] ***

September 13, 2017 Dispute Resolution DepartmentRevdex.comNBroadway, SteStLouis, MO 63102 Dear Sir or Madam: Re: *** ***, Case # *** This is in follto Mr***’s response to our previous letter of August 22. Since that time, we provided Mr*** with several other options. We agreed upon a partial refund amount and that he is going to keep his current sectional. He indicated to us that he felt the offer was offer and that he is satisfied with our solution. We believe we have successfully resolved this customer’s concerns. Respectfully, *** ***Manager, Quality Services

November 30, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** While we were deeply disappointed to learn of Mr***’s experience with being
delivered the wrong size of mattress on two occasions, we are truly grateful he let us know. As a result, we learned we had recently received a shipment of “king” mattresses from the manufacturer that had been incorrectly made and were several inches narrower than they should have been. According to our records, we sold and delivered what we thought was the correct mattress, and were unaware at the time of the size discrepancyMr. *** has since received his new mattress (correct size). We also alerted our Product Buyer as well as the Mattress Manufacturer and have resolved the issue so that no other customer will be similarly disappointedWe believe this case has been resolved and consider the case closed. If you have any questions or require additional information, please contact meRespectfully, *** ** *** Quality Care Call Center Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***