Weekends Only, Inc.

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 homeSince 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

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

Initial Business Response /* (1000, 22, 2015/11/23) */
November 20,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
On October 6, Ms*** contacted the Revdex.com and expressed
her dissatisfaction with the service she had received from Weekends OnlyWe appreciate her bringing her situation to our attention because it gave us another opportunity to look at our processes and better understand how we can improve our services to better satisfy our customers
We can regrettably understand her frustration over not receiving the nightstand for her bedroom set on her first delivery as she should haveShe was disappointed even more with rescheduled deliveries and in not receiving calls back from our customer care call center in a timely manner
We admittedly made some errors and some of our employees did not folland fulfill the promises they made to Ms*** that she would receive a phone call within a specified time periodFor this, we sincerely apologize to her because failed to provide her with the level of customer service she deservesThe situations involved have been reviewed by our call center manager and were discussed with the employees involved
Ms*** has since received her nightstand and was also sent a letter of apology and gift cardWe know the gift card cannot fully recompense her for the poor experience she had; but it is our hope that she will accept it the spirit it was given - with our apologies, our thanks for her past business, and our hope that she will have an entirely enjoyable experience should she decide to visit us again
Respectfully,
*** ***
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
attentionWhile 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 partnerIt is definitely not the type of experience we want for our customers, nor is it the level the service we expect from our delivery companyOur 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 closedIf 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

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,
*** ***s

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

September 8, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, 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

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,
*** ***

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

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 attentionBy 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 warrantyWe have left voice messages for her to extend the offer to reselect another mattress that she feels will better meet her needsShould 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

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

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

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,
*** ***

June 27, Dispute Resolution Department Revdex.com NBroadway, Suite 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 better understand how we can improve our services and better satisfy our customers We can certainly understand Ms***’s frustration with her defective chair and our repeated attempts to repair it since we no longer carry or buy the same chair she purchased. However, we truly value Ms*** as our customer and want to make the situation right for her. We contacted the manufacturer and they have agreed to send us a new chair for Ms***. We expect it to arrive in to weeks and we will contact her when we receive it to do an even exchange We believe this matter will be satisfactorily resolved upon Ms***’s receipt of her new chair. If you have any further questions, please let us know Sincerely, *** *** Manager, Quality Services

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

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 pricesOur Mission is to "Save Our Customers Money" by offering our customers the lowest possible price on their furniture purchasesMost 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 customersWeekends Only does not do this, and it is just one of the ways we are able to keep our prices so lowInstead, we offer our customers the opportunity to purchase a separate protection (warranty) plan to cover after-sale service on their productWhen one of our customers chooses to take the chance that nothing will go wrong with their purchase, they actually do save moneyAt 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 tableWe also asked her to provide us with photos that we would send to the manufacturer to see if determine any recourse under the manufacturer warrantyTo date, we have not received the photosWe 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

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

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,
*** ***

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 planShe later filed a claim with Guardsman on for damage to her sectionalGuardsman 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 concernsWe 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 itIf 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 possibleShe 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 themWe 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 closedIf 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

Initial Business Response /* (1000, 5, 2016/03/03) */
March 2,
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 thankful she brought the matter to our attentionBy 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*** was delivered the wrong sofa for her mother, and for that we sincerely apologizeUnfortunately, she was further disappointed to learn that we could not deliver the correct sofa for several daysDue to an unforeseen amount of furniture deliveries that week, all of our delivery slots were bookedWe 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 purchasedIn addition, she received a full refund of her delivery fee
We believe we have satisfactorily resolved this concern and consider the case closedIf you have any further questions or concerns, please let us know
Sincerely,
*** ***
Quality Care Call Center Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not acceptableMy mother used the wrong sofa because she had no other choiceYour company absolutely refused to bring her the right sofa for days and you gave a bunch of lame reasons why you couldn'tYou know all about it, ***I talked to you specifically
THEN when you DID bring the right sofa, you almost pulled the wrong sofa off the truck AGAINHad I not been there, my mother would have gotten the wrong sofa AGAINThey also had no knowledge that they needed to pick up the one you FORCED her to use for daysThen 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 feeI want an additional $refundedThank you