Weekends Only, Inc.

Complaint: [redacted]
I am rejecting this response because:weekends only contacted me in response to Alexander not being able to take care of the issue in full. Weekends only representative stated they would be mailing a check for the full amount in 2-3 weeks and would get reimbursed buy the delivery contractor. This was the agreement we had worked out.  
Sincerely,
[redacted]

October 2, 2017   Dispute Resolution Department Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Complaint # [redacted]   I was very disappointed to learn of Ms. [redacted]’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 set. Sincerely,   [redacted] Manager, Quality Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

May 24, 2017   Revdex.com Dispute Resolution Department 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Case #[redacted]   Thank you for bringing this situation to our attention.  While we are disappointed to learn of...

Ms. [redacted]’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. It also allows us to take necessary action in the training and development of our employees so future customers can have a different experience than she received. We can certainly understand why Ms. [redacted] is upset with Weekends Only.  We definitely made some errors, and we sincerely apologize.  Our call center associate failed to ensure the product was available at our store when she arrived to exchange her damaged headboard, and we failed to resolve the delivery fee issue in a proper manner. As Ms. [redacted] mentioned in her letter, we did refund her $25.  We will also be mailing her a $100 gift card.  We know the gift card cannot fully recompense her for the inconvenience she experienced or her valuable time; 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.   If you have any further questions or concerns, please let us know.   Sincerely,       [redacted] Manager, Quality Services   cc:    Store General Manager          WEO Account [redacted]

March 19, 2018 Dispute Resolution DepartmentRevdex.com[redacted] St. Louis, MO 63102 Dear Sir or Madam: Re:  Glenn [redacted], Complaint # [redacted] Thank you for bringing this situation to our attention.  By doing so, it gives us another...

opportunity to understand how we can improve the quality of the product we sell, as well as the services we and our business partners offer to our customers.In September 2016, Mr. [redacted] purchased a leather recliner along with several other pieces of furniture.   He first contacted Weekends Only about the dye coming off his recliner in February 2018 after [redacted]®, our third-party furniture protection plan provider, had denied his claim stating it was normal wear and tear. Weekends Only offers our customers a 1-year manufacturer warranty in the case of a manufacturer defect, however, his claim also falls outside the warranty period.  We have sold this recliner for several years and have not received any similar complaints with this product that would indicate it is defective.At Mr. [redacted]’ request, we will refund him the cost he paid for his [redacted]® furniture protection plan.  By doing so, he will not have warranty coverage on any of the furniture he purchased should any issues arise in the future.  He indicated he understood and still wanted the refund, so he should be receiving a check in the mail from Weekends Only in the near future.We believe we have satisfactorily resolved this complaint.  If you have any questions, please feel free to contact us. Sincerely, [redacted]Manager, Quality ServicesTell us why here...

May 27, 2016     Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted]   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 regrettably understand Ms. [redacted]’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 follow-up and parts ordering systems which further delayed receiving parts to repair her chair.  We admittedly made some errors in meeting Ms. [redacted]’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 3 and will arrange for repair as soon as possible.  We will follow-up after the repair has been made with our final resolution. Respectfully,       [redacted] Quality Care Call Center Manager   cc:       WEO Account [redacted]

I have received payment for the damages paid in full. This case may be closed and I thank you for helping me get it resolved. Anything else needed from me please let me know. [redacted]

April 10, 2017       Dispute Resolution Department Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:      [redacted], Complaint # [redacted]   We sincerely regret the inconvenience and frustration...

Ms. [redacted] has been caused due to what sounds like a potential identify theft situation.  Ms. [redacted] made a purchase at Weekends Only which she financed through the [redacted] ([redacted]).  She subsequently received a letter from [redacted] regarding some concerns with her account.  Ms. [redacted] believes a fraudulent loan was applied for in her name and has asked Weekends Only to rectify the situation.   We have informed her that if she truly believes that her identity has been used to apply for a loan using her [redacted] financing account, she needs to file a formal dispute with [redacted] who will then contact us and provide all the information we need to investigate the claim.  After we have done so and verified whether or not a purchase was, in fact made at Weekends Only on this fraudulent loan, her [redacted] account will be adjusted accordingly.    We believe this concern will be resolved upon receiving a formal dispute from [redacted] and consider this case closed.    Sincerely,  

[redacted] Manager, Quality Services

May 3, 2016 Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:  [redacted] and [redacted], Case # [redacted] 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. I was so disappointed to read the letter Mr. and Mrs. [redacted] wrote to the Revdex.com and am so sorry that they have had to experience such frustration for so long.  I was also very upset to learn of the level of service provided by our third-party delivery partner.  The poor execution of their team members is unacceptable and is not what we expect for any customer of Weekends Only.  Please know that we have shared their letter and have discussed our concerns with the management of our delivery company. Unfortunately, Mr. and Mrs. [redacted] received a sofa that had electrical problems and damages from the start.  We attempted to rectify their situation by repairing their sofa in their home, but were unsuccessful.  We later offered them the opportunity to reselect a new sofa, but they preferred to receive a refund instead.  We are making arrangements to pick up their damaged product and refund the balance owed them for this purchase.  Because they financed their purchase through [redacted], we are processing the refund to [redacted] to be applied to their account.  [redacted] will, in turn, send them a check for the difference.  Again, we are truly sorry for the poor experience they had with their purchase from Weekends Only.  It is our sincere hope that they will give us another opportunity to meet their needs in the future and that their next experience will be a truly pleasurable one.  Respectfully, [redacted] Quality Care Call Center Manager cc:       Quality Assurance Manager

Complaint: [redacted]
I am rejecting this response because:  I had to call [redacted] and get them involved in this matter in order to force weekends only to refund the delivery fee but it also cost more than what they offered in damages to fix the dry wall.   so NO THEY NEED TO COUGH UP MORE MONEY FOR DAMAGES ------ ANOTHER $100-----  I HAD TO PAY SOMEONE  TO FIX THE DAMAGED DRY WALL
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I was told reupholstering the lower left seat cushion on the 2-place sofa was not an option.  Guardian, our optional warranty we purchased from Weekends Only, told us the seat cover in question was falling apart because the material was not softened properly during manufacturing which they said is a manufacturing defect..  They told us they wouldn't cover this because our optional warranty we purchased wasn't in fact a warranty at all, it was an accident policy.  They said they sell many products to vendors but what Weekends Only decided to offer was an accident policy only.  Weekends Only told us it was a warranty that would cover EVERYTHING, even the power recliners which is what my wife was worried would be costly if they stop working.  I settled for the additional $200 plus a rebate of the $133 form the warranty that covered nothing because I believe I can find an upholsterer who can replace that defective seat cover for the $333 we received in total from Weekends Only.  The representative from Guardian showed is the defective seat cover was hard to the touch because it wasn't softened properly softened before use.  The rest of the material on both of the $1,000 sofa/recliners was soft to the touch.  So I believe we will have no further issues once I can have an upholsterer redo this defective cover.  I have come to these conclusion after reviewing all responses.#1. The sales clerk we had at Weekends Only and the finance/office people there at the store clearly misrepresented the optional warranty they told us we were buying.  The Weekends Only complaint resolution person admitted for the first time with this resolution response that we were not sold an optional warranty on defects but in fact an accident policy.#2. There is no way material on a lower seat cushion of a $1,000 reclining sofa set should self destruct after a year and 3 months.  We have no kids and my tiny wife sits there only.  The side I sit my big, heavy, 6 foot three inch, 200 pound butt on is fine because the cushion material was manufactured (treated and softened) properly.  #3. This is a resolution all sides may not be happy with but all sides can live with.  I will never buy from Weekends Only again.  We shouldn't have to go through all of this on a $1,000 power sofa/recliner set.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/07) */
We have made several attempts to reach Ms. [redacted] via phone and have left messages requesting she contact us to discuss; however, we have not heard from her as of this date.

May 16, 2016 Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:      [redacted], Case # [redacted] 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. Ms. [redacted] 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. [redacted] 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. [redacted] was able to receive her cash refund the following day and a check was mailed to her on May 10 to reimburse her delivery fee.  We truly value Ms. [redacted] 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 one. We believe this concern has been successfully resolved. Sincerely, [redacted] Quality Care Call Center Manager cc:       Quality Assurance Manager

August 17, 2015
Dispute Resolution Department
Revdex.com
211 N. Broadway, Ste. 2060
St. Louis, MO 63102
Dear Sir or Madam:
RE: [redacted], CASE # XXXXXXX
Thank you for bringing this situation to our attention. By doing so, it gives us another opportunity to better...

understand how we can improve our services and better satisfy our customers.
We were disappointed to learn that Ms. [redacted]'s furniture delivery did not meet her expectations. In phone conversations with our, we arranged for delivery of a replacement Storage Bed Footboard to her home on July 31. She was also informed that the delivery team does not assemble Storage Beds. During that phone call, no mention was made of any items missing on her delivery.
Ms. [redacted] did indicate, however, that she would like to return the mattress for a refund because it was uncomfortable and she no longer wanted it. Weekends Only offers a 60 Night Comfort Guarantee (see text below as shown on our website):
Weekends Only 60 Nights Comfort Guarantee
We offer an incredible selection of top quality mattresses, and because we want you to love the one you choose, we offer a 60 Night Comfort Guarantee. Sleep on your new mattress for at least 30 days to allow your body to adjust. Like it? Great! Don't like it? Call customer service within 60 nights of purchase to schedule a one-time reselection or return. All you'll pay is redelivery ... no restocking fee! If you choose a more expensive mattress, you pay the difference. Choose a less expensive mattress and we will refund the difference!
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 30 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 laws.
Our MidRivers store manager informed Ms. [redacted] that we would honor a courtesy return as long as we received the mattress back stain-free and the law tags were still attached. If she would like us to pick up the mattress from her home, she would be charged a pick-up fee. Because she did not want to pay the additional fee, she said she would return it to our store herself. To this date, she has not done so.
We believe we have made a reasonable attempt to resolve this situation and consider this case closed. If you have any further questions or concerns, please let us know.
Sincerely,
[redacted]
Quality Care Call Center Manager

Complaint: [redacted]
I am rejecting this response because:
The solution that Mr. [redacted] offered was insufficient. We feel that we were generous in not reporting each individual small problem that occured with the futniture. Over 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 operational. Also, 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 reputation. We 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,
[redacted]

March 1, 2017    Dispute Resolution Department Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted] Case # [redacted]   We were extremely disappointed to learn that Mr. [redacted] has been waiting months to receive...

his replacement dining chairs, and we sincerely apologize for his inconvenience.  However, we are thankful he brought it to our attention because it gives our management team another opportunity to learn where our processes failed and make improvements to prevent similar disappointments.  We will be reviewing his situation in more depth so we can fully understand how the breakdown in our processes occurred.    Mr. [redacted]’s replacement dining pieces have been sent to our South County store location and are ready for him to pick up.  We believe this case will be resolved upon his receiving his new dining pieces.    Sincerely,       [redacted] Quality Care Call Center Manager

I ordered furniture I have had 4 different attempts to deliver undamaged furniture and its been unsuccessful it was scheduled to have this junk picked up on Dec30 I 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 4 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

May 31, 2016 Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:   [redacted] , Case # [redacted] Thank you for bringing this situation to our attention.  It is clear from reading Ms. [redacted]’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. [redacted] 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. [redacted], arrangements were made for her to receive her furniture on Sunday, May 22.  Our General Manager, [redacted], received an email from Ms. [redacted] on May 27 letting us know that her situation was finally resolved for her. Again, we sincerely apologize to Ms. [redacted] 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, [redacted] Quality Care Call Center Manager cc:   WEO Account [redacted] in the name of [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.    No one has contacted me to set up an appointment unless it was done today, July 8 while I was at work.     I was given this very same excuse on May 31.  If the other chair is not repaired by August 1, I'm coming right back after them.    
[redacted]

June 21, 2016   Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Case #[redacted]   This is in follow-up to our previous response of June 13.  Upon learning from Ms. [redacted] 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 $119 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,    
[redacted] Quality Care Call Center Manager