Weekends Only Furniture & Mattress

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,
*** ***

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 I was told reupholstering the lower left seat cushion on the 2-place sofa was not an option Guardian, our optional warranty we purchased from Weekends Only, told us the seat cover in question was falling apart because the material was not softened properly during manufacturing which they said is a manufacturing defect They told us they wouldn't cover this because our optional warranty we purchased wasn't in fact a warranty at all, it was an accident policy They said they sell many products to vendors but what Weekends Only decided to offer was an accident policy only Weekends Only told us it was a warranty that would cover EVERYTHING, even the power recliners which is what my wife was worried would be costly if they stop working I settled for the additional $plus a rebate of the $form the warranty that covered nothing because I believe I can find an upholsterer who can replace that defective seat cover for the $we received in total from Weekends Only The representative from Guardian showed is the defective seat cover was hard to the touch because it wasn't softened properly softened before use The rest of the material on both of the $1,sofa/recliners was soft to the touch So I believe we will have no further issues once I can have an upholsterer redo this defective cover I have come to these conclusion after reviewing all responses.#The sales clerk we had at Weekends Only and the finance/office people there at the store clearly misrepresented the optional warranty they told us we were buying The Weekends Only complaint resolution person admitted for the first time with this resolution response that we were not sold an optional warranty on defects but in fact an accident policy.#There is no way material on a lower seat cushion of a $1,reclining sofa set should self destruct after a year and months We have no kids and my tiny wife sits there only The side I sit my big, heavy, foot three inch, pound butt on is fine because the cushion material was manufactured (treated and softened) properly #This is a resolution all sides may not be happy with but all sides can live with I will never buy from Weekends Only again We shouldn't have to go through all of this on a $1,power sofa/recliner set.
Sincerely,
*** ***

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,
*** ***

April 28, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** 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*** 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*** 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, *** ** *** Quality Care Call Center Manager

September 4,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
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
Ms*** purchased a mattress from Weekends Only in December that has experienced an unusual amount of sagging, and which is covered under the manufacturer's warranty We have left voice messages for her to extend the offer to reselect another mattress that she feels will better meet her needs Should she select at a higher cost, she will only be responsible for paying the difference
We are awaiting Ms***'s call and will provide a follletter upon final resolution
In the meantime, if you have any further questions or concerns, please let us know
Sincerely,
*** ***
Quality Care Call Center Manager

This is a follto a previous complaint #***I heard from the business and was completely unsatisfied with the resolutionThey ( the person I talked to is named ***) refused my interest in returning the mattress or crediting my account*** claims that because I purchased a mattress
previously and was dissatisfied with it within the allotted time and had them replace it with the current mattress, that I no longer have any warranty on the current mattressShe claimed that their obligation was completeI asked her if that is how they keep their customers happy and coming back and she had no responseI informed her that I would be getting back in touch with the Revdex.com and she basically said go aheadI don't feel this is a good way to treat paying customersI will not be referring anyone to shop there.I would like them to apologize for my inconvenience and refund my money and pick up the mattress

January 9, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** We apologize for our delay in responding to Ms***’s concerns filed on December 23, but please know we have been working with our customer to resolve the situation in the meantimeWe can certainly understand Ms***’s disappointment and frustration with having to receive several deliveries, only to learn that some of the product was damaged. A wall in her home was also slightly damaged in the process, adding to her frustrationRegarding the damaged furniture: Weekends 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. One of the ways that allows us to offer such low prices is by offering products that are still in their cartons or boxes and which require assembly by the customer Unfortunately, some product receives damages while being shipped from the manufacturer and the damage is not visible to us from the outside of the carton. It is uncommon for the same customer to receive damaged product on repeat occasions but it is obvious our processes failed in Ms***’s situation. We are truly sorry for that. However, on each delivery attempt, Ms*** became extremely irate, cursing at and threatening the delivery team associates. On the December delivery attempt, after she and a man who was also at her home verbally threatened the associates, she and the man actually followed the delivery truck when they left her home. As a result, our third-party delivery company refused to make another delivery or pickup at her home Since that date, we have been working with Ms***, offering her several different options for either returning the product or keeping it. We reached an agreement this past weekend to provide her with a discount / refund to keep the slightly damaged furniture pieces, and cover the property damage and her poor experience. We expect a company check will be cut this week and mailed to her home on Friday, January We believe we have resolved this concern and consider the case closedRespectfully, *** *** Quality Care Call Center Manager

Initial Business Response /* (1000, 7, 2015/09/04) */
September 4,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
Thank you for bringing this situation to our
attention While we are extremely disappointed to learn of Ms***'s delivery experience, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our services
On behalf of Weekends Only and our third-party delivery partner, Last Mile Home, we sincerely apologize to Ms*** for the inconvenience she has experienced in having the brickwork on her garage damaged during her furniture delivery; and we truly appreciate her patience during the process of getting the repairs made
Last Mile Home delivery company has arranged for a masonry subcontractor to visit her home on Monday, September 14, and a repair date will be set at that time We will follto ensure the work is performed to her satisfaction
We believe this case will be resolved upon repair of her garage, but we will follto ensure the work is performed to her satisfaction
If you have any further questions or concerns, please let us know
Sincerely,
*** ***
Quality Assurance Manager
cc: Last Mile Home
Quality Care Call Center Manager

February 23, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO *** Sir or Madam: Re: *** ***, Case # *** 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, *** ** *** 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 meI was not aware that the time frame had been extended, but I am happy to hear that.
Sincerely,
*** ***

November 2, Dispute Resolution Department Revdex.com *** ** *** *** *** StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention. While we are disappointed
to learn of Mr***’s experience with ***, 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*** ***, Manager of our Quality Care Center (QCC), tried contacting Mr. *** 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*** 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 *** *** and ask for *** *** at his earliest convenience Sincerely, *** *** Manager, Quality Services

April 24, 2017 Dispute Resolution DepartmentRevdex.comNBroadway, Suite StLouis, MO 63102 Dear Sir or Madam: Re: *** ***, Complaint # *** 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 customers. In August 2015, Ms*** purchased a storage bed from Weekends Only, along with a *** furniture protection plan. When a part on her bed broke, *** determined it was not repairable and authorized an exchange so we applied a store credit to her account towards her future reselection. We can understand her reluctance in receiving the same bed that she had problems with; however, her *** protection plan would cover the cost of the replacement. Should Weekends Only have refunded her purchase price as she requested, we would have been responsible for absorbing the entire cost of the product and would not be reimbursed by ***. After speaking with Ms***, she agreed to allow our team to deliver and set up a new bed for her on Friday, April 21. We also sent her a $gift card as another expression of our apology for her inconvenience and withthe hope she will give Weekends Only another opportunity to serve her in the future. She indicated she was happy with this resolution. We believe we have successfully resolved this concern and consider this case closed. Sincerely, *** ***Manager, Quality Services cc: WEO Account ***, *** ***

June 24, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention. While we are disappointed to learn
of Mr***’s experience, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our services. We sincerely apologize to Mr*** for the inconvenience he has experienced in connection with his door being damaged during his furniture delivery and for the length of time it has taken for him to get a resolution from our third-party delivery carrier, *** *** ***. On June 23, I learned from Mr*** ***, manager of *** *** ***, that Mr. *** should be receiving a check from their insurance provider to cover the repairs to his home. Mr*** attempted to reach Mr*** by phone yesterday to provide him with the details, but was only able to leave a voice message. We have been assured that he will continue to follwith until he is able to speak with Mr. *** about this matter If you have any further questions or concerns, please let us know Sincerely, *** *** 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,
*** ***

July 7, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** We regret that Ms*** has been inconvenienced due to her reclining chairs not
functioning properly and for having to wait so long for us to receive the parts to repair them. It is obvious we had a breakdown in our processes and did not sufficiently follon the status of her parts or with Ms*** in a timely manner during a time of employee transition at Weekends Only. For this, we are truly sorry. And while we are extremely disappointed to learn of her experience and wish this hadn’t occurred, we are thankful she let us know. By doing so, she has not only given us the opportunity to try to fix the problem, but we have also learned of another opportunity for improvement on our end. We have received parts for one of her chairs and contacted Ms*** to schedule a repair visit. We are still waiting upon the parts for her second chair that are coming from a different manufacturer and will contact her immediately upon receipt to schedule the second repair. Since we no longer carry the chair she purchased, we are unable to provide her a quick replacement. We continue to follwith the manufacturer on the status of the parts and hope to have this matter resolved for her very soon Sincerely, *** *** Quality Care Call Center Manager

September 15, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Complaint # *** 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*** 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*** 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*** 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*** will no longer be allowed to shop in any of our Weekends Only stores in the future Sincerely, *** *** Manager, Quality Services

June 21, 2016 Dispute Resolution DepartmentRevdex.comNBroadway, Ste2060StLouis, MO 63102 Dear Sir or Madam: Re: *** *** *** * *** 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, *** ** ***Quality Care Call Center Manager *** ***Executive AssistantWeekends Only Furniture & Mattress

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. 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.
*** ***

May 11, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: Re: *** ***, Case #*** While we are extremely disappointed to learn of Ms***’s experience, we are thankful she brought it to our
attention. By doing so, it gives 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 Upon review of her account transactions, it was obvious we made some errors and failed to provide her with the level of service or customer experience she deserves. We clearly experienced a breakdown in our processes and did not communicate with her in a timely manner. I sincerely apologize that we caused her the inconvenience. Ms*** has since received her repaired furniture and we have refunded one of the delivery fees she paid. We truly do value Ms. *** as our customer and thank for her past business. We believe this situation has been resolved and consider the case closed. If you have any further questions or concerns, please let us know Sincerely, *** ** *** Quality Care Call Center Manager

Initial Business Response /* (1000, 5, 2015/08/21) */
August 18,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
Thank you for bringing this situation to our
attention While we are disappointed to learn of Ms***'s experience, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our services
We sincerely apologize to Ms***'s for the inconvenience she experienced in having her door damaged and for the amount of time she had to wait to be reimbursed for those damages by our third-party delivery partner It is definitely not the type of experience we want for our customers, nor is it the level the service we expect from our delivery company Our delivery company has been able to identify where the breakdown occurred on their end that caused delay and will be taking the necessary steps to assure it does not occur again for any of our customers
In a phone conversation with Ms*** today, she confirmed she has received the check from our delivery company
We believe this case has been resolved to the satisfaction of our customer and consider this case closed If you have any further questions or concerns, please let us know
Sincerely,
*** ***
Quality Care Call Center Manager
cc: *** *** - Last Mile Home
*** *** - WEO Quality Assurance Manager