Weekends Only, Inc.

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 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. ...

By doing so, it gives us an opportunity to better understand how we can improve our product and services and better satisfy our customers.
In response to Ms. [redacted]'s complaint of August 23, 2015:
Weekends Only Furniture Outlet 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, however, because we have processes in place that should have prevented that from happening. It's obvious that our processes failed in Ms. [redacted]'s situation case and we sincerely apologize for that.
However, we are grateful she took the time to let us know about her experience because it has given us another opportunity look into the matter and learn the root causes so we can correct them. In addition, our buyer of dining product will also be reviewing data regarding the particular dining set Ms. [redacted] to determine if this appears to be a recurring problem from this manufacturer. If so, we will discuss our concerns with the manufacturer in the hopes of rectifying the situation for future customers.
In a phone conversation with Ms. [redacted] today, we extended the offer to refund her a portion of her purchase price if she would like to keep the table as is. Ms. [redacted] accepted the offer and she should have received a refund back to her Visa card on September 2.
We sincerely hope that Ms. [redacted] will give Weekends Only another opportunity to serve her home furnishing needs in the future, and that her next experience will be a truly pleasurable one.
Respectfully,
[redacted]
Quality Care Call Center Manager
cc: Dining Buyer

June 21, 2016 Dispute Resolution DepartmentRevdex.com211 N. Broadway, Ste. 2060St. Louis, MO 63102 Dear Sir or Madam: Re:  [redacted] In follow-up to our previous response of May 27, Ms. [redacted]’s chair has been repaired   We have also sent her a $100 gift card as a token of our sincere apology for the inconvenience she experienced.We believe this case has been successfully resolved and consider the case closed.Respectfully, [redacted]Quality Care Call Center Manager [redacted]Executive AssistantWeekends Only Furniture & Mattress

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]

April 20, 2015 Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:   [redacted] & [redacted], Case # [redacted] Mr. [redacted] 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 time. We 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. [redacted] 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 1 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 2015 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 know. Sincerely, [redacted] Quality Care Call Center Manager

April 19, 2017Dispute Resolution DepartmentRevdex.com211 N. Broadway, Suite 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:  [redacted], Case # [redacted] I was very disappointed to learn of Ms. [redacted]’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. [redacted] 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 $100 gift card as an additional token of our apology.   We truly value Ms. [redacted] 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,   [redacted]Manager, Quality Services

July 27, 2016   Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam:   Re:      [redacted], Case # [redacted]   While we are extremely disappointed to learn of Ms. [redacted]’s experience,...

we are thankful she brought it to our attention.  By doing so, it gives our management team another opportunity to learn where our processes failed and to take the necessary steps to correct   We sincerely apologize for her difficulty in reaching someone at our Call Center in a timely manner.  We are taking measures to correct this situation so no other customers have a similar experience.    We have arranged to have our repair technician visit her home with the necessary parts to repair her sofa on Thursday, August 4.  While we believe he will be able to resolve her concerns at that time, we will follow-up with the Revdex.com after that date.   Sincerely,       [redacted] Quality Care Call Center Manager

November 7, 2016     Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 [redacted] Sir or Madam: Re:  [redacted], Case # [redacted] We apologize for our delay in responding, but it understanding how to respond to Ms. [redacted]’s complaint...

has taken longer than usual. As Ms. [redacted] 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 received. On 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 60 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 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 law, so we must absorb the additional cost of these returns. Ms. [redacted] 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 balance. In the meantime, however, Ms. [redacted] 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 payment. On behalf of Weekends Only, we do not consider this complaint resolved until we receive payment from Ms. [redacted] in the amount of $2,057.41. Sincerely,     [redacted] Quality Care Call Center Manage

February 6, 2017 Dispute Resolution Department Revdex.com 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 Mr. [redacted]’ experience, we are thankful he brought the matter to our attention so we can improve our services and products we provide to our customers. Mr. [redacted] purchased a sofa and loveseat almost two years ago, along with a Guardsman® protection plan policy, the third-party protection service we offered at the time (we no longer sell Guardsman plans).  When his sofa suffered irreparable damage, Guardsman agreed to replace only his sofa, not the matching loveseat.  Mr. [redacted] has since accepted our offer of a gift card that could be used towards a reselection for his living room, which he purchased this past weekend.  We believe this concern has been 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

Complaint: [redacted]
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 month. They 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 promised. I feel this company lies just to make a sale and does not stand behind their products. I am very displeased the gift card of 100 dollars and credit still didn't cover buying just a couch that was even close to my original love seat.
Sincerely,
[redacted]

I'm sorry ...yes this complaint has been resolved...ThankvYou

Initial Business Response /* (1000, 7, 2015/06/08) */
June 3, 2015
Dispute Resolution Department
Revdex.com
211 N. Broadway, Ste. 2060
St. Louis, MO XXXXX
Dear Sir or Madam:
RE: [redacted] (& [redacted], CASE # XXXXXXX
Thank you for bringing this situation to our...

attention. While we are disappointed to learn of Mr. [redacted]'s experience with our previous furniture protection company, Guardsman, we are thankful he brought the matter to our attention so we could take care of his situation.
Upon receiving photos of Mr. [redacted]'s damaged furniture, we determined it should have, in fact, been covered by Guardsman. Because we value Mr. and Mrs. [redacted] as our customers, we offered them some possible options. Mr. [redacted] indicated he would like us to order the part from the manufacturer and, once received (in approximately 4 to 6 weeks), we will contact him to schedule an in-home repair. He is aware of the repair service fee due to the accidental damage and was provided with an cost estimate.
We believe will be satisfactorily resolved upon the repair of his furniture and consider the case closed. If you have any further questions or concerns, please let us know.
Sincerely,
[redacted]
Quality Care Call Center Manager
cc: WEO Account XXXXXX

November 22, 2016  Dispute Resolution DepartmentRevdex.com211 N. Broadway, Suite 2060St. Louis, MO 63102 Dear Sir or Madam: RE:     [redacted], Case # [redacted] We were disappointed to learn of Ms. [redacted]’s experience with her mattress...

delivery.  Unfortunately, the plastic covering the mattress was torn during the delivery process and resulted in some dirt getting on a portion of her new mattress.  Because we were unable to deliver another mattress to her for several days, we suggested she could still safely sleep on the mattress in the meantime by placing the dirt smudge at the foot of her bed and/or placing something between the smudge and her sheets.   We understand she was not happy with our suggestion, and we sincerely apologize for her inconvenience.  Please know that Weekends Only does not sell used or returned mattresses, and the spot on her mattress was not from being soiled or slept on by someone else.  We do not feel our temporary resolution was inappropriate or placed her in a harmful situation.   Ms. [redacted]’s new mattress was delivered on Friday, November 18.  Because we have not heard from her, we assume she is pleased with her new mattress. Again, we sincerely apologize to Ms. [redacted] for her inconvenience .  We believe this case has been resolved and consider the case closed.  If you have any further questions, please let us know. Respectfully,   [redacted]Quality Care Call Center Manager

April 24, 2017   Dispute Resolution DepartmentRevdex.com211 N. Broadway, Suite 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:      [redacted], Complaint # [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. In August 2015, Ms. [redacted] purchased a storage bed from Weekends Only, along with a [redacted] furniture protection plan.  When a part on her bed broke, [redacted] determined it was not repairable and authorized an exchange so we applied a store credit to her account towards her future reselection.  We can understand her reluctance in receiving the same bed that she had problems with; however, her [redacted] protection plan would cover the cost of the replacement.  Should Weekends Only have refunded her purchase price as she requested, we would have been responsible for absorbing the entire cost of the product and would not be reimbursed by [redacted].   After speaking with Ms. [redacted], she agreed to allow our team to deliver and set up a new bed for her on Friday, April 21.  We also sent her a $50 gift card as another expression of our apology for her inconvenience and withthe hope she will give Weekends Only another opportunity to serve her in the future.  She indicated she was happy with this resolution. We believe we have successfully resolved this concern and consider this case closed.   Sincerely,   [redacted]Manager, Quality Services cc:       WEO Account [redacted]

Initial Business Response /* (1000, 7, 2015/12/17) */
December 17, 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. ...

By doing so, it gives us an opportunity to better understand how we can improve our services and better satisfy our customers.
Ms. [redacted]'s daughter purchased a power rocker recliner for her mother on October 31 and requested to return it on November 21 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. [redacted] and her daughter for their inconvenience, and we truly appreciate their business.
We contacted Ms. [redacted]'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,
[redacted]
Quality Care Call Center Manager

.11/15/20173:00 pm After filing the complaint they took care of everything. So thank you for your help.

We have been working with the customer and hope to have a mutual resolution that we can report to the Revdex.com next week.

November 30, 2016    Dispute Resolution Department Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Case # [redacted]   While we were deeply disappointed to learn of Mr. [redacted]’s experience with being...

delivered the wrong size of mattress on two occasions, we are truly grateful he let us know.  As a result, we learned we had recently received a shipment of “king” mattresses from the manufacturer that had been incorrectly made and were several inches narrower than they should have been.  According to our records, we sold and delivered what we thought was the correct mattress, and were unaware at the time of the size discrepancy. Mr.  [redacted] has since received his new mattress (correct size).  We also alerted our Product Buyer as well as the Mattress Manufacturer and have resolved the issue so that no other customer will be similarly disappointed. We believe this case has been resolved and consider the case closed.  If you have any questions or require additional information, please contact me. Respectfully,       [redacted] Quality Care Call Center Manager

Initial Business Response /* (1000, 5, 2015/05/11) */
May 11, 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 disappointed to learn of Mr. [redacted]'s experience with his recliner fading after only five months, we are thankful he brought the matter to our attention. By doing so, it gives us an opportunity to understand how we can improve our services.
We offered Mr. [redacted] the opportunity to return and reselect another recliner, and he indicated he was pleased with the solution.
We 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,
[redacted]
Quality Care Call Center Manager

Complaint: [redacted]
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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When Weekends Only sells bonded leather furniture, it does not even call them 'bonded' leather.  They also do not say that in 3 years, it will start peeling and flaking all over.  None of this mentioned at the point of sale which I think is highly misleading, I would never have bought this furniture if they had told me that it will peel and flake in 3.5 years.  They misled me at the point of sale and now will not take responsibility.  I do not want a full refund of the cost of the furniture as I have used it since late 2013.  I would be willing to accept a buy back of the couch for an appropriate price based on the duration I have used it for or weekends only fix the damages caused by the peeling and flaking.  Offering a refund of the protection plan is not acceptable.  I can accept that if they promise to prominently display the pictures of my couch to show future customers this is what their furniture will look like in a few years.
Sincerely,
[redacted]