Weekends Only, Inc.

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,
*** ***

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

Initial Business Response /* (1000, 6, 2015/08/10) */
August 7,
Dispute Resolution Department
Revdex.com
NBroadway, Ste
StLouis, MO XXXXX
Dear Sir or Madam:
RE: *** ***, CASE # XXXXXXX
While we are extremely disappointed to learn of Mr
***'s experience, we are thankful he brought it to our attentionIt 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
We are sincerely sorry for the inconvenience Mr*** experienced by being receiving a dining table that did not function properlyOn August 2, he received a new table and we believe he is satisfied with the new product
We also apologize for the difficulty he had in reaching someone at Weekends Only, which only added to his disappointment and frustrationPlease know that we are reviewing his situation in more depth so we can fully understand how the breakdown in communication occurred on our end and with our delivery company, and so we can prevent a similar situation from occurring for any other customers
We believe this case has been satisfactorily resolved
Sincerely,
*** ***
Quality Care Call Center Manager

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 attentionBy 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 promisedAn 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 availableWe also refunded him $off his purchase
We believe we have resolved this concern and consider this case closedIf you have any questions, please let us know
Respectfully,
*** ***
Quality Care Call Center Manager

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 cleanedMs*** 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 notWe 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 coverAt 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

October 11, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, 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

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 customersMrand 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 miscommunicationIt 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

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

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,
*** ***

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

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,
*** ***

November 16, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** I want to apologize for the delay in formally responding to
Mr***’s complaint, but please be assured that we have been taking care of our customer in the meantime. We truly appreciate that Mr. *** let us know about his frustrations with ***, our third-party furniture protection provider. 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 We can understand why Mr*** was frustrated with the response he received from *** and their repeated appointment cancellations. While this doesn’t help with his situation, we know that this is very unusual for ***. Our own repair technician went to fix Mr***’s recliner on November 2, and we believe he was pleased with the outcome. We believe we have resolved this concern and consider this case closed. Sincerely, *** ** *** 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***

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,
*** ***

June 24, 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 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

June 13, 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 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, *** *** ***, we sincerely apologize to Ms*** for the drywall damage to her home that occurred during her furniture delivery We were informed by the manager of *** *** *** that Ms*** had agreed to the delivery fee refund in lieu of the cost of the repairs. Because she financed the delivery fee, a refund of $was processed back to her *** *** account on June We truly value Ms. *** as our customer and thank her for her past business. It is our sincere hope that her next experience will be an entirely pleasurable one 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

Final Consumer Response /* (3000, 7, 2015/04/20) */
Please be advised weekends only has issued a refund as agreed in regards to the aforementioned complaint
I have also attached copied Weekends Only for their records
Thank you for your attention to this matter and your assistance

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,
*** ***

June 22, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re: *** ***, Case # *** Thank you for bringing this situation to our attention Mr***
reported that the fabric on his sofa began showing signs of wear and cracking, and that the claim he filed with the Guardsman furniture protection company was denied because the damage did not result from an accident. We sincerely apologize if our salesperson insufficiently explained all of the details of the Guardsman protection plan at the time of purchase Because we truly value Mr. *** as our customer, we refunded him the amount he paid for the furniture protection plan coverage. In a conversation with Mr*** on June 20, we also offered him an additional $refund on his original purchase, which he accepted We believe this case has been satisfactorily resolved and consider the case closed. If you have any further questions or concerns, please let us knowSincerely, *** ** *** Quality Care Call Center Manager

Initial Business Response /* (1000, 7, 2015/09/04) */
September 4, 2015
Dispute Resolution Department
Revdex.com
211 N. Broadway, Ste. 2060
St. Louis, MO XXXXX
Dear Sir or Madam:
RE: [redacted], CASE # XXXXXXX
Thank you for bringing this situation to our...

attention. While we are extremely disappointed to learn of Ms. [redacted]'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. [redacted] 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 follow-up to ensure the work is performed to her satisfaction.
We believe this case will be resolved upon repair of her garage, but we will follow-up to ensure the work is performed to her satisfaction.
If you have any further questions or concerns, please let us know.
Sincerely,
[redacted]
Quality Assurance Manager
cc: Last Mile Home
Quality Care Call Center Manager