Weekends Only Furniture & Mattress

December 28, ? Dispute Resolution Department Revdex.com NBroadway, Suite 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 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*** 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*** 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, *** ** *** Quality Care Call Center Manager

Dear Ms***: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***, 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.*** ***Executive AssistantWeekends Only Furniture & Mattress*** ***@weekendsonly.comwww.weekendsonly.com

I ordered furniture I have had different attempts to deliver undamaged furniture and its been unsuccessful it was scheduled to have this junk picked up on DecI get voicemail from the manager stating that the driver willnot be out to pick up this furniture I am requesting a full refund I will
not spend anymore money with a company with service that is so poor and no kind of respect or any care for their customers I spend my money with loyal companies I do not spend my money on damage items and I purchased a warranty I should not and will not accept any damaged property This has caused nothing but stress and inconvenience that I have had to deal with over the holidays from Dec until current and still not resolved This is holding me up from making a purchase with another store I demand my full refund immediatelyI am requesting my full refund immediately

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 *** ***

Initial Business Response /* (1000, 7, 2015/10/12) */
October 12,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
We can fully understand why Ms*** was disappointed
when the Guardsman furniture protection company denied her request to have her furniture cleaned Ms*** 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*** 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,
*** ***
Quality Care Call Center Manager
Initial Consumer Rebuttal /* (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

December 13, ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? *** ***, Case #*** ? 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.? *** 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*** 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, ? ? ? *** ** *** Quality Care Call Center Manager ? Attachment ?

Complaint: ***
I am rejecting this response because:
I did accept the gift card and reselected a sofa due ? to the manager telling me I had no other options and my credit only lasted so long also I have no couch and haven't had one for over a monthThey told me I purchased the wrong insurance but their sales associates at the store said this is why they no longer carry guardsman due to them not paying out on claims as they promisedI feel this company lies just to make a sale and does not stand behind their productsI am very displeased the gift card of dollars and credit still didn't cover buying just a couch that was even close to my original love seat
Sincerely,
*** ***

April 10, ? ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? ? ? ? ? *** ***, Complaint # *** ? 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 we can improve our services We can certainly understand why Mr*** 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.? *** made several purchases at different Weekends Only store locations and applied for separate loans through the *** *** 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 *** *** 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 *** ***.? 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.? *** would have received separate loan documents or contracts directly from *** *** 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 *** *** since the contracts he signed were with themSince this complaint is really with *** *** and not Weekends Only, we consider this case resolved on our part.? If you have any further questions or concerns, please let us knowSincerely, ? ? ? *** *** Manager, Quality Services

July 21, ? ? Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO ? Dear Sir or Madam: ? Re:? *** ***, Complaint # *** ? I was disappointed to learn that Mr*** experienced problems with the recliner he
purchased from Weekends Only.? However, I was pleased to hear that ***®, 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*** 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, ? ? ? *** *** Manager, Quality Services ? cc:? ? ? ? ? WEO Account ***

May 31, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re:? ? *** *** , Case # *** Thank you for bringing this situation to our attention.? It is clear from reading Ms***’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*** 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***, arrangements were made for her to receive her furniture on Sunday, May 22.? Our General Manager, *** ***, received an email from Ms*** on May? letting us know that her situation was finally resolved for her Again, we sincerely apologize to Ms*** 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, *** ** *** Quality Care Call Center Manager cc:? ? WEO Account *** in the name of *** ***

October 11, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO ? Dear Sir or Madam: ? RE:? *** *** *** *** *** *** *** * *** ? Thank you for bringing this situation to our attention.? While
we were extremely disappointed to learn of Mr***’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*** 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*** 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, ? ? ? *** *** Quality Care Call Center Manager

Complaint: ***
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,
*** ***

May 16, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, 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
understand how we can improve our services and better satisfy our customersMs*** 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*** 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*** 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*** 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, *** ** *** Quality Care Call Center Manager cc: ? ? ? ? Quality Assurance Manager

June 21, ? Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO ? Dear Sir or Madam: ? Re:? *** ***, Case #*** ? This is in follto our previous response of June? 13.? Upon learning from Ms.? *** 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, ? ?
*** ** *** Quality Care Call Center Manager ? ?