Weekends Only Furniture & Mattress

October 27, Dispute Resolution Department Revdex.com *** ** *** *** *** StLouis, MO Dear Sir or Madam: Re: *** * *** ***, Case #*** We sincerely regret that Mrand Mrs*** have been inconvenienced by having to wait
so long for their sectional to be repaired. We ordered parts to repair their damaged furniture, but it was not until our repair technician visited their home to repair their furniture that he discovered not all the parts were shipped by the manufacturer. Our technician noted their account accordingly but, unfortunately, his notes were overlooked by our warranty department. This oversight caused their claim to inadvertently be closed as if their furniture had been satisfactorily repaired, which is why they did not hear back from us. It is obvious we were in error and we sincerely apologize for our oversight and the added frustration they experienced as a result Ms*** *** from our Customer Care Center left a voicemail for Ms*** last week to discuss options for resolving this situation and we just heard back from her todayWe let her know that the manufacturer is providing her a new sectional and it should receive it at our warehouse sometime next week. Once it arrives, we will contact her to set up delivery We believe we have satisfactorily resolved this complaint Sincerely, *** *** Manager, Quality Services

Final Consumer Response /* (2000, 7, 2016/02/22) */
Complaint # XXXXXXX had been resolved by WeekendsI could find any other place to transmit this informationQuestion cal XXX XXX XXXX

.11/15/20173:pm After filing the complaint they took care of everythingSo thank you for your help

Initial Business Response /* (1000, 7, 2016/02/10) */
February 8,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
Ms*** purchased a marble top dining table from
Weekends Only in December She told us she had visited our West County store on several occasions regarding her stained marble top and was informed there was nothing we could do because she did not purchase the protection plan, which is our policy
Weekends Only 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 Most retailers, if a customer wants a replacement for their purchase, charge back the original cost to the manufacturer and those costs are packaged into their prices that are passed on to all customers Weekends Only does not do this, and it is just one of the ways we are able to keep our prices so low Instead, we offer our customers the opportunity to purchase a separate protection (warranty) plan to cover after-sale service on their product When one of our customers chooses to take the chance that nothing will go wrong with their purchase, they actually do save money At the time of purchase, Ms*** chose not to purchase the furniture protection plan coverage
In a phone conversation with Ms*** on January 26, we informed her that her options are limited due to the length of time she has had her table We also asked her to provide us with photos that we would send to the manufacturer to see if determine any recourse under the manufacturer warranty To date, we have not received the photos We have made multiple attempts to reach Ms*** by phone but have been heard back from her
We believe we have made a reasonable attempt to resolve this concern and consider the case closed
Sincerely,
*** ***
Quality Care Call Center Manager

May 27, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re: *** *** *** * *** 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 customersWe regrettably understand Ms***’s frustration over the long delay in receiving the parts to repair her broken chair We initially received an incomplete set of parts from the vendor and then it appears we definitely experienced a breakdown in our folland parts ordering systems which further delayed receiving parts to repair her chair. We admittedly made some errors in meeting Ms***’s needs and we are truly sorry. Her repeated disappointments are inexcusable, and we sincerely apologize that we failed to provide her the level of customer service she deserves We now expect to receive the necessary parts from the vendor by June and will arrange for repair as soon as possible. We will follafter the repair has been made with our final resolutionRespectfully, *** ** *** Quality Care Call Center Manager cc: WEO Account ***

July 27, 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 correct We sincerely apologize for her difficulty in reaching someone at our Call Center in a timely manner. We are taking measures to correct this situation so no other customers have a similar experience. We have arranged to have our repair technician visit her home with the necessary parts to repair her sofa on Thursday, August 4. While we believe he will be able to resolve her concerns at that time, we will follwith the Revdex.com after that date Sincerely, *** *** Quality Care Call Center Manager

October 27, 2017 Dispute Resolution DepartmentRevdex.comNBroadway, Ste2060StLouis, MO 63102 Dear Sir or Madam: Re: *** *** *** *** Thank you for bringing this situation to our attention. While we are disappointed to learn of Mr
***’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, as well as those of our business partners. On behalf of Weekends Only and our third-party delivery partner, *** *** *** ***, we sincerely apologize to Mr*** for the damage to his home that occurred during his furniture delivery. From what I understand, ***’s contractor for their delivery driving team went to inspect the damage and made the assessment that the damage they caused was only a very small percentage of the existing damage to the entire floor. It is his belief that they should only be reasonable for the portion his team damaged and offered $500, which Mr. *** declined. The contractor of the delivery driver team will turn this claim over to his insurance company for consideration. We appreciate Mr***’s patience as it is not unusual for claims to take quite some time to be resolved through the insurance process. All future correspondence on this matter should be directed to Mr*** ***, Manager of *** *** *** *** delivery company. He may be contacted at *** Again, we are truly sorry for Mr***’s poor experience and it is our hope that his next experience with Weekends Only is an entirely pleasant one.Tell us why here

September 9, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, 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 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, *** *** *** (***), we sincerely apologize to Mr*** for the damage to his home that occurred during his furniture delivery It is our understanding that Mr*** has since spoken with the manager of *** and agreed to a higher settlement amount. We believe this complaint against *** *** *** has been successfully resolved. We truly value Mr. *** as our customer and thank him for his past business. It is our sincere hope that his next experience with Weekends Only will be an entirely pleasurable one Sincerely, *** ** *** Quality Care Call Center Manager

September 8, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** We were thrilled to hear that Mr. *** chose to make purchase his furniture at Weekends Only
and even rented a U-Haul to pick up the furniture himself, as so many of our customers do to save themselves even more money. However, we were extremely disappointed to learn that he received product that had concealed damages under their wrappings. We sincerely apologize for his inconvenience. Mr*** was further disappointed when he was asked to pay a delivery fee to replace the pieces he picked up from our store. His new furniture has since been delivered to him and our delivery fee was waivedWe believe we have resolved this matter and consider this case closed. If you have any further questions or concerns, please let us know Sincerely, *** *** Quality Care Call Center Manager

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

Initial Business Response /* (1000, 9, 2016/01/27) */
January 25,
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 By
doing so, it gives us an opportunity to better understand how we can improve our services and better satisfy our customers
We can regrettably understand Ms***'s frustration over the long delay to replace the cushions for her sectional that were damaged by her pet Our process for obtaining replacement parts is to order them from the manufacturer If the parts must be shipped from overseas, it typically takes about weeks to receive the product, sometimes longer Unfortunately, it took longer than anticipated to receive Ms***'s cushions due to a backlog situation on the manufacturer's end Then it was discovered they sent the wrong cushions, causing us to start the process over again
It is obvious that some of our associates did not communicate clearly and accurately with Ms***, as well as the manufacturer when shipping the replacement parts For this, we sincerely apologize because we failed to provide her the level of customer service she deserves and the type of experience we want for our Weekends Only customers
In Ms ***'s email of January to us, it was clear she was very frustrated with the situation, and she requested we do not contact her again We have since shipped her, what we believe to be, the correct parts and our records indicate she received them on January We must assume they were since we have not heard anything further from her
Again, we apologize for the long delay in obtaining the replacement parts for our customers, but much of delay was due to circumstances out of our control We sincerely hope Ms*** will shop Weekends Only again in the future, and her next experience will be an entirely pleasurable one
We believe we have resolved this concern and consider the case closed
Respectfully,
*** ***
Quality Care Customer Call Center Manager
cc: Call Center Manager
Final Business Response /* (4000, 22, 2016/03/09) */
On March 8, Ms*** informed the Revdex.com that she still has not been informed when the cushion will be available for her to pick up at our South County store location On March 2, Ms*** spoke with the Supervisor of our Quality Care Call Center, *** ***, who let her know that the shipment of sectionals from which we could pull one of the cushions for her was expected to arrive at our warehouse the week of March That shipment is still anticipated to arrive on March and it will be several days after that before we can have the cushion available at the appropriate location for her Ms*** also called and spoke with another Call Center associate this past weekend who confirmed the same information for her and let her know that we will reach out to her as soon as the cushion is available for pick up Unless the shipment is delayed for reasons beyond our control, she should expect a call from us sometime within the next week
I will also email Ms*** a copy of the details from the Federal Express shipment we sent her in January

Initial Business Response /* (1000, 7, 2015/11/05) */
November 4,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
Ms*** purchased a reclining sectional from
Weekends Only in May 2013, along with the Guardsman furniture protection plan She later filed a claim with Guardsman on for damage to her sectional Guardsman fulfilled that claim by repairing the mechanical issues with her sectional but denied a portion of the repairs requested because the sectional had animal damage, which is not covered under the protection plan
Upon receiving her complaint filed with the Revdex.com, we contacted Guardsman to learn more about her claims and concerns We were notified by Guardsman that if additional issues occurred since that original repair, they have not received any follclaims on the sectional from Ms*** She is more than welcome to file another claim with Guardsman to determine if further services can be provided under her protection plan coverage
We realize Ms*** still wishes to receive a full refund from Weekends Only but we are only willing to do so if Guardsman approves it If she decides not pursue the claim process with Guardsman, Weekends Only has offered to either refund the purchase of her furniture protection plan or send our own technician to her home to see if a repair is possible She would not be charged for the initial service call; however, should it require extensive repair, there may be costs for parts
In a phone conversation with Ms*** last week, she indicated she would continue to work through Guardsman to attempt a resolution with them We are also emailing Guardsman with additional details from our conversation with Ms*** in an attempt to assist with the situation
We believe we have made a reasonable attempt to resolve this situation and consider the case closed If you have any further questions or concerns, please let us know
Sincerely,
*** ***
Quality Care Call Center Manager
Initial Consumer Rebuttal /* (3000, 9, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a call to.schedule guardsmen to come out

Tell us why here...November 2017 Dispute Resolution DepartmentRevdex.com*** ** *** *** ***StLouis, MO 63102 Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention. While we are very
disappointed to learn of Ms***’s experience with her furniture deliveries, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our servicesWe sincerely apologize for her the inconvenience she has been caused. Ms*** has since been mailed a $gift card and, by now, she should have received her refund which was processed on October 29. If she has not, we recommend she contact her credit card company to learn the status of when they will process her refund on their end. We truly value Ms*** as our customer and hope her next experience with Weekends Only is an entirely pleasant one. Respectfully, *** ***Manager, Quality Services

November 22, 2016 Dispute Resolution DepartmentRevdex.comNBroadway, Suite 2060StLouis, MO 63102 Dear Sir or Madam: RE: *** ***, Case # *** We were disappointed to learn of Ms***’s experience with her mattress
delivery. Unfortunately, the plastic covering the mattress was torn during the delivery process and resulted in some dirt getting on a portion of her new mattress. Because we were unable to deliver another mattress to her for several days, we suggested she could still safely sleep on the mattress in the meantime by placing the dirt smudge at the foot of her bed and/or placing something between the smudge and her sheets. We understand she was not happy with our suggestion, and we sincerely apologize for her inconvenience. Please know that Weekends Only does not sell used or returned mattresses, and the spot on her mattress was not from being soiled or slept on by someone else. We do not feel our temporary resolution was inappropriate or placed her in a harmful situation. Ms***’s new mattress was delivered on Friday, November 18. Because we have not heard from her, we assume she is pleased with her new mattress. Again, we sincerely apologize to Ms*** for her inconvenience . We believe this case has been resolved and consider the case closed. If you have any further questions, please let us know. Respectfully, *** ** ***Quality Care Call Center Manager

While Weekends Only agreed that they owed me $2, (I contend that they owe me $2,because I have only received two credit from them todate: $2, on September 21, 2016, and $2,on October 14, 2016) on the $7,credit card pur*** from the StLouis, Missouri Store 5, I have yet to receive the refund amount to my credit card Weekends Only has not emailed or phone me regarding this matter I was emailed a copy of both receipts for the $4,that the store has refunded towards the $7,pur*** I have also been working with my credit card company to resolve this matter with no success I have the Dispute Resolution Department to be very "negligent" with their follow through and lacking in "due diligence" concerning resolution of the dispute So much to the point where I have now filed a written complaint with *** Executive Office regarding the service that I have endured from Customer Services and the Dispute Resolution Departments (see attachment).The fact that Weekends Only is refusing to refund me the balance ($2,320.63) of my $7,pur*** made on September 5, 2016, has created a financial hardship for me Weekends Only has admitted to you (Revdex.com) in November of 2016, that when *** rebilled my account for $4, 258.86, it "resulted in our (Weekends Only) owing Ms*** $2,201.45." However, I am contending that I am owed $2, 320.63, a difference of $119.15, which they are probably claiming to be a delivery/assessment fee I do not believe I should have to pay this $fee based on the ill customer service I received regarding this pur***.I would appreciate it if you would assist me collecting the funds ($2, 320.63) in which Weekends Only owes me on this $7, refund I can be reached at *** if you have any questions regarding my request for assistance.Thank you,Dr***

We have been working with the customer and hope to have a mutual resolution that we can report to the Revdex.com next week

Complaint: ***
I am rejecting this response because:
When Weekends Only sells bonded leather furniture, it does not even call them 'bonded' leather They also do not say that in years, it will start peeling and flaking all over None of this mentioned at the point of sale which I think is highly misleading, I would never have bought this furniture if they had told me that it will peel and flake in years They misled me at the point of sale and now will not take responsibility I do not want a full refund of the cost of the furniture as I have used it since late I would be willing to accept a buy back of the couch for an appropriate price based on the duration I have used it for or weekends only fix the damages caused by the peeling and flaking Offering a refund of the protection plan is not acceptable I can accept that if they promise to prominently display the pictures of my couch to show future customers this is what their furniture will look like in a few years
Sincerely,
*** ***

October 27, Dispute Resolution Department Revdex.com *** ** *** *** *** StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** We apologize for our delay in responding, but understanding how to respond to Ms. ***’s complaint has taken longer than usual Several days after receiving the mattress Ms*** purchased from Weekends Only was delivered to her home, she visited our Fairview Heights stating she didn’t like the mattress and that it was sinking (or bowing) in the middle. 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. We require customers to sleep on their mattress for at least days 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. 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 returns After the trial period, we honored our promise, exchanged her original mattress with a different model that she selected, which was delivered to her home on September 26. A few days after receiving her second mattress, Ms*** visited our store and claimed it was bowing also. She was instructed to call our Quality Care Center and submit a warranty claim that we, in turn, would submit to the manufacturer if it showed evidence of being defective. The pictures Ms. *** provided showed insufficient evidence of any bowing or factory defect. In a later conversation with Ms***, she confirmed the above information but now feels she received the wrong mattress because the numbers on the manufacturer’s tag do not match the numbers on her receiptWe explained to her that the numbers on the tag are manufacturer’s serial numbers and the numbers on her receipt are the SKU numbers assigned by Weekends Only I believe we have made a reasonable attempt to satisfy Ms*** and do not feel Weekends Only should be obligated to absorb the additional cost of her second mattress as well. Our customers have the opportunity to test a large variety of mattresses in our stores before they make their decision, and we adhered to our promise by accepting back her original choice Sincerely, *** *** Manager, Quality Services

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
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
By doing so, it gives us an opportunity to better understand how we can improve our product and services and better satisfy our customers
In response to Ms***'s complaint of August 23, 2015:
Weekends Only Furniture Outlet 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, however, because we have processes in place that should have prevented that from happening It's obvious that our processes failed in Ms***'s situation case and we sincerely apologize for that
However, we are grateful she took the time to let us know about her experience because it has given us another opportunity look into the matter and learn the root causes so we can correct them In addition, our buyer of dining product will also be reviewing data regarding the particular dining set Ms*** to determine if this appears to be a recurring problem from this manufacturer If so, we will discuss our concerns with the manufacturer in the hopes of rectifying the situation for future customers
In a phone conversation with Ms*** today, we extended the offer to refund her a portion of her purchase price if she would like to keep the table as is Ms*** accepted the offer and she should have received a refund back to her Visa card on September
We sincerely hope that Ms*** will give Weekends Only another opportunity to serve her home furnishing needs in the future, and that her next experience will be a truly pleasurable one
Respectfully,
*** ***
Quality Care Call Center Manager
cc: Dining Buyer

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,
*** ***