Weekends Only Furniture & Mattress

Complaint: ***
I am rejecting this response because:
They are making several accusations about what took place both in what was the issue and I most certainly did not threaten anyone or become hostile I was agitated and upset after weeks of dealing with this issue, then driving an hour, shopping for hours with a toddler, then made to wait for an hour in my car waiting on their corporate office Ann to call me backObviously Mr*** was given misleading information, I never had any correspondence with himHe is more than welcome to contact me if he would likeWe have recieved their refund check and cashed it I have no desire to ever shop there again, we were lied to by associates while we there trying to find a replacement and they were totally unaware of our situation
Sincerely,
*** ***

October 2, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Complaint # *** I was very disappointed to learn of Ms***’s experience with the leather furniture she
purchased from Weekends Only last summer. We are truly sorry she received damaged furniture and was again disappointed when the replacement parts did not arrive from the overseas manufacturer so we could repair the problem. We had extended her the offer to reselect another set but she has been struggling to find something comparable, at a similar price. We extended the timeframe for her to make a reselection and will work with her to negotiate an adjusted price should she select more expensive setSincerely, *** *** Manager, Quality Services

Initial Business Response /* (1000, 5, 2016/03/09) */
March 8,
Dispute Resolution Department
Revdex.com
Serving Eastern Missouri and Southern Illinois
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 understand how we can improve our services and better satisfy our customers
We are truly sorry that Mr***'s and his family did not get their new sectional on the date they were promised An error was obviously made somewhere on our end, and we are looking into his situation so we can learn from it and further improve upon our processes
Because we value our relationship with Mr***, we made arrangements so he could pick up his sectional at a time we are normally closed for customer pickups, one day after the original date it was to be available We also refunded him $off his purchase
We believe we have resolved this concern and consider this case closed If you have any questions, please let us know
Respectfully,
*** ***
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,
*** ***

April 20, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: Re: *** & *** ***, Case # *** Mr*** filed his complaint against Weekends Only with the Revdex.com after the Guardsman furniture protection
company denied his claim for damaged product he purchased in August 2012. Upon further inquiry with Guardsman, we learned their claim was denied because it was not filed timely and they reported an accumulation of stains or damages that had occurred over timeWe sincerely apologize if our salesperson insufficiently explained all of the details about filing a claim with Guardsman at the time of purchase; but the contract they received from Guardsman clearly states the time requirements for filing claims, as well as what is and is not covered (see attached sample contract). Their claim would have normally been approved had it been submitted timely Because we truly value Mr*** as our customer, and since their furniture is almost four years old, we offered them the following options: 1. We could schedule a service appointment with one of our repair technicians to attempt repair of the damaged items (no cleaning) at $35/hour (minimum hour); or 2. Provide a prorated refund of the price paid for the Guardsman protection plan (this option was also offered to them in July when they contacted us)We believe we have made a reasonable attempt to resolve this concern. If you have any further questions or concerns, please let us knowSincerely, *** *** Quality Care Call Center Manager

September 21, 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***’ experience with his furniture delivery, 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 delay in receiving his delivery. He has since received his furniture and his delivery fee has been refunded back to his Visa card We believe this case has been resolved. If you have any further questions, please let us know Respectfully, *** ** *** Quality Care Call Center Manager

Complaint: ***
I am rejecting this response because:I do not want to be forced to do a "re-selection" and spend my money or credit at this storeI was humiliated twice when I went into the store, and given incorrect information several times. No one in the store listened or cared about my concerns until I involved an outside agency. By the store declining to refund the money spent to my *** *** account, they are essentially making me spend the credit in store, which previously mentioned, I am not willing to do. I waited a week for the technician to come to my house, just to tell me the sectional couldn't be fixed, then I was supposed to get a follow up call from the store, which did not occurMy wife got tired of waiting so I called the store and was told to bring the sectional back, and then select something else that they didn't haveAfter showing my interest in two other items, I was told they didn't carry those eitherThe totality of the entire incident was reprehensible, thus I was requesting a credit so I could go somewhere else
Sincerely,
*** ***

March 3, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention. We were disappointed to learn of
Ms. ***’s poor experience with the delivery of her bedroom furniture We admittedly made some errors and sincerely apologize for the inconvenience and frustration she was caused Weekends Only purchases a lot of ‘opportunity buys’ and ‘closeout deals’ from furniture manufacturers that may have limited quantities available and cannot be reordered. This ‘treasure hunt’ type of experience is what makes Weekends Only unique in that one never knows what (or may not) be in our stores the very next weekend. Unfortunately, in Ms***’s situation, she selected one such bedroom set. The only remaining pieces we have for her set are floor models, which she does not want. Instead, she would prefer to cancel the order and return the items she already has in her possession. We are scheduled to pick up Ms***’s bedroom furniture today. Once all of the items are back in our warehouse and are checked into our system, the store can begin to process her refund. Since her purchase was made through a *** *** financed account, the refund will go back into that account. Once our store processes the credit, Ms. *** should contact *** *** directly if she has any other questions We believe we have satisfactorily resolved this concern and consider this case closedIf you have any further questions, please let us know Respectfully, *** ** *** Quality Care Call Center Manager

Complaint: ***
I am rejecting this response because:
The solution that Mr*** offered was insufficientWe feel that we were generous in not reporting each individual small problem that occured with the futnitureOver time, however, it was clear that the "small" issues turned into bigger ones that need to be resolved.As I stated in the original complaint, the butterfly leaf of the table was never operationalAlso, the chairs are dropping screws and wobble, etc..We feel that repair or replacement of the faulty pieces should occur at no expense to us, as promised at the time of purchase.We feel the policy of a warranty company to put time limits on repairs penalizes the honest consumer that doesn't complain about every small detail.We had hoped that Weekends Only would hold true to a standard for their reputationWe have have purchased several pieces of furniture from Weekends Only over the years, but never have experienced the poor quality or poor customer service that we experienced with this, our largest purchase from them
Sincerely,
*** ***

April 19, 2017Dispute Resolution DepartmentRevdex.comNBroadway, Suite StLouis, MO 63102 Dear Sir or Madam: Re: *** ***, Case # *** 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*** 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*** 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, *** ***Manager, Quality Services

Initial Business Response /* (1000, 7, 2015/12/17) */
December 17,
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
Ms***'s daughter purchased a power rocker recliner for her mother on October and requested to return it on November because the rocking feature was unsafe for her elder mother When she contacted us, her request to return the chair was denied because it was after our 7-day return policy While we are grateful to learn that our associates are following our policies and guidelines, our customer service associates did not ask enough questions or adequately listen to understand that the chair was not even being and was still in new condition We apologize to Ms*** and her daughter for their inconvenience, and we truly appreciate their business
We contacted Ms***'s daughter and agreed to pick up the chair from her mother's home at no additional cost to her and extended the offer to reselect another chair, subject to a minimal restocking fee (subject to inspection of the chair upon receipt) They have since reselected a different lift chair that does not rock and have received a gift card for the remaining balance
We believe this matter has been resolved and consider the case closed If you have any further questions, please let us know
Sincerely,
*** ***
Quality Care Call Center Manager

March 3, 2017 Dispute Resolution DepartmentRevdex.comNBroadway, Suite 2060StLouis, MO 63102 Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention By doing so, it gives us opportunity to
understand how we can improve our services to provide a better experience for our customers. 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. Sometimes products receive damage or lose parts during transit and are concealed within the box. Unfortunately, this is what happened in Ms***’s situation. We sincerely apologize for the inconvenience she has been caused. Ms*** does not want to replace the damaged dresser with the same model and would prefer an upgraded model. We have arranged for the damaged dresser to be picked up from her home at no cost to her. When she visits our store to shop for a new dresser, she will only be responsible for paying the difference in price should she select one at a higher cost. She also indicated that she would pick up the replacement dresser instead of paying for delivery. We truly value Ms*** as our customer and thank her for her past business. We trust her experience with Weekends Only will be an entirely pleasant one. We believe we have satisfactorily resolved this concern and consider this case closed.If you have any further questions or concerns, please let us know. Respectfully, *** ** ***Quality Care Call Center Manager

September 9, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, 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 understand how we can improve our services and better satisfy our customers We can certainly understand Ms***’s frustration over her furniture delivery experience. We are confident our delivery service does its best to anticipate how long each delivery / home setup will take for each stop they make on a particular day. Unfortunately, some unforeseen challenges may occur earlier in a day that result in a stop taking a bit longer than expected. We sincerely apologize that Ms***’s delivery occurred outside the window of time she was provided. We sincerely apologize for any inconvenience she was caused as a result She was further disappointed she learned her sofa had some concealed damages under its wrappings. She has since received a replacement sofa and we refunded her a total of $on her original $sofa purchase. We believe our offer to Ms*** reflects a very reasonable attempt to satisfy 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

December 30, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** We truly appreciate that Mr. *** let us know about his frustrations in trying to get
his sofa repaired. 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 In early October, Mr*** contacted ***, our third-party furniture protection plan provider, and we understand that *** experienced some difficulty connecting with him to set a repair tech visit to inspect / repair his furniture. A visit was set for early November, which Mr. *** rescheduled. On December 5, a repair technician visited his home and determined materials had to be ordered from the manufacturer to repair his seat cushions, which can take up to six weeks to receive. Once the material has been received, *** planned to schedule another appointment to repair his furniture. In the meantime, Mr*** contacted the Revdex.com We have since coordinated with *** and they offered him the opportunity to return his original sofa and reselect another one within the next days. *** also agreed to pay $of his delivery fee on this transaction We believe we have resolved this concern and will consider the case closed upon his selecting a new sofa and returning his original one. If you have any further questions or concerns, please let us know Sincerely, *** ** *** Quality Care Call Center Manager

Complaint: ***
I am rejecting this response because:They have always given me dates to expect the parts and it has never happened so why am I to expect it to happen this time. What I would really like is for my money back because if they do ever get the chair fixed how am I to believe that it will truly be fixed and won't break again. So no I don't believe them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am concerned about the paragraph referring to *** *** sending us the diffetence I want to clarify that the total amount we financed for the furniture will be refunded, and any charges from *** *** to handle the transaction will be paid by Weekends Only I want to take this opportunity to thank the BBC for your assistance in this matter We appreciate your services
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, what is missing from Weekends Only's response is that I had to escalate up to four levels to get this resolution They did the absolute minimum to ensure I received a quality product, and again, only after I escalated to have them do the right thing
Sincerely,
*** ***

November 7, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO *** Sir or Madam: Re: *** ***, Case # *** We apologize for our delay in responding, but it understanding how to respond to Ms. ***’s complaint
has taken longer than usualAs Ms*** 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. *** 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*** 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*** in the amount of $2,Sincerely, *** ** *** Quality Care Call Center Manage

The business has resolved this to my satisfaction