Weekends Only, Inc.

Initial Business Response /* (1000, 5, 2015/07/29) */
July 29, 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 Ms. [redacted]'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.
Unfortunately, the parts required to repair the reclining mechanism in Ms. [redacted]'s sofa were not received from the manufacturer in a timely manner. We can certainly understand her frustration and sincerely apologize to for the delay. We have since received the parts necessary to repair both her sofa and loveseat, and our service technician is scheduled for an in-home repair on August 10.
We believe this case will be satisfactorily resolved upon the repair of her furniture and consider the case closed. If you have any questions, please feel free to contact me.
Respectfully,
[redacted]
Quality Care Call Center Manager
cc: WEO Account XXXXXX
Final Business Response /* (1000, 14, 2015/10/13) */
October 13, 2015
Dispute Resolution Department
Revdex.com
211 N. Broadway, Ste. 2060
St. Louis, MO XXXXX
Dear Sir or Madam:
RE: [redacted], CASE # XXXXXXX
We previously replied to Ms. [redacted]'s claim on July 29, 2015, and the case was administratively closed by the Revdex.com. It was not until sometime later that we learned Ms. [redacted] submitted additional concerns to the Revdex.com but they were never passed [redacted] to Weekends Only since the case was closed. We apologize to Ms. [redacted] for the delay in responding to those claims in a timely manner.
Weekends Only and Ms. [redacted] later reached an agreement in which we credited her account the amount of her furniture purchase. She has since reselected different pieces and there is no remaining credit balance on her account.
We believe this case has been satisfactorily resolved consider the case closed.
Respectfully,
[redacted]
Executive Assistant

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]   Thank you for bringing this situation to our...

attention.  While we are disappointed to learn of Mr. [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. We can certainly understand why Mr. [redacted] 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. [redacted] made several purchases at different Weekends Only store locations and applied for separate loans through the [redacted] 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 [redacted] 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 [redacted].  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. [redacted] would have received separate loan documents or contracts directly from [redacted] 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 [redacted] since the contracts he signed were with them. Since this complaint is really with [redacted] and not Weekends Only, we consider this case resolved on our part.  If you have any further questions or concerns, please let us know. Sincerely,       [redacted] Manager, Quality Services

September 21, 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.  While we are disappointed to learn of...

Mr. [redacted]’ experience with his furniture delivery, 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. [redacted] for the delay in receiving his delivery.  He has since received his furniture and his delivery fee has been refunded back to his Visa card.   We believe this case has been resolved.  If you have any further questions, please let us know.   Respectfully,       [redacted] Quality Care Call Center Manager

May 11, 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 ensure it doesn’t happen again in the future. Upon review of her account transactions, it was obvious we made some errors and failed to provide her with the level of service or customer experience she deserves.  We clearly experienced a breakdown in our processes and did not communicate with her in a timely manner.  I sincerely apologize that we caused her the inconvenience.  Ms. [redacted] has since received her repaired furniture and we have refunded one of the delivery fees she paid.  We truly do value Ms. [redacted] as our customer and thank for her past business.  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, [redacted] Quality Care Call Center Manager

October 27, 2017   Dispute Resolution Department Revdex.com [redacted] St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Case # [redacted]   We apologize for our delay in responding, but understanding how to respond to Ms. [redacted]’s complaint has taken longer than usual.   Several days after receiving the mattress Ms. [redacted] purchased from Weekends Only was delivered to her home, she visited our Fairview Heights stating she didn’t like the mattress and that it was sinking (or bowing) in the middle.   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.  We require customers to sleep on their mattress for at least 30 days 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.  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.   After the trial period, we honored our promise, exchanged her original mattress with a different model that she selected, which was delivered to her home on September 26.    A few days after receiving her second mattress, Ms. [redacted] visited our store and claimed it was bowing also.  She was instructed to call our Quality Care Center and submit a warranty claim that we, in turn, would submit to the manufacturer if it showed evidence of being defective.  The pictures Ms. [redacted] provided showed insufficient evidence of any bowing or factory defect.  In a later conversation with Ms. [redacted], she confirmed the above information but now feels she received the wrong mattress because the numbers on the manufacturer’s tag do not match the numbers on her receipt. We explained to her that the numbers on the tag are manufacturer’s serial numbers and the numbers on her receipt are the SKU numbers assigned by Weekends Only.   I believe we have made a reasonable attempt to satisfy Ms. [redacted] and do not feel Weekends Only should be obligated to absorb the additional cost of her second mattress as well.  Our customers have the opportunity to test a large variety of mattresses in our stores before they make their decision, and we adhered to our promise by accepting back her original choice.   Sincerely,   [redacted] Manager, Quality Services

I have talked with them and the guardsmen is going to replace the couch and weekends only is going give us store credit for the matching set.  They only thing is they want us to return the material even though we paid for delivery and setup.

August 2, 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.  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 to improve our services.   We sincerely apologize to Ms. [redacted] for the delay in receiving the missing hardware and instructions for her bed.  We are looking into why this unnecessary delay occurred and will take the necessary steps to improve our processes to prevent this from happening again.     She has since received the hardware and instructions, so we believe this case has been resolved.  If you have any further questions, please let us know.   Respectfully,       [redacted] Quality Care Call Center Manager

November 2, 2017   Dispute Resolution Department Revdex.com [redacted] 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]’s experience with [redacted], our third-party protection plan provider, we are grateful to have the opportunity to address this issue so we can gain a better understanding of how to improve our services and those of our business partners.   Ms. [redacted], Manager of our Quality Care Center (QCC), tried contacting Mr. [redacted] by phone several weeks ago by phone to discuss our proposed resolution to expedite his furniture repair.  She left him a voicemail but we have not heard back from him yet.   We truly value Mr. [redacted] as a Weekends Only customer and want to help rectify his repair claim as soon as possible.  We ask that he call our QCC at [redacted] and ask for [redacted] at his earliest convenience.   Sincerely,   [redacted] Manager, Quality Services

September 30, 2016     Dispute Resolution Department Revdex.com 211 N. Broadway, Ste. 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:   [redacted], Case # [redacted]   Mr. [redacted] filed his complaint against Weekends Only with the Revdex.com after the...

Guardsman furniture protection company denied the claim he submitted for repairs on the recliner he purchased from Weekends Only in March 2015, claiming it was a manufacturer defect. He was further disappointed when he learned that Weekends Only covers manufacturer defects if reported within one year from the date of purchase.  While we understand how this may be frustrating, it also emphasizes the concept of Weekends Only. Most 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 customers.  Weekends Only does not do this, and it is just one of the ways we are able to keep our prices so low.  We negotiate the very lowest price with our suppliers with the agreement that we will cover manufacturer defects within one year of purchase, and we never charge back the supplier.  Our Mission is to “Save Our Customers Money” by offering our customers the lowest possible price on their furniture purchases, and this is just one of the many ways we are able to accomplish this. We spoke with Mr. [redacted] earlier this week and explained how the Guardsman Furniture Protection Plan agreed and why his claim was denied.  We apologize if  our sales associate did not clearly explain this at the time of purchase.  Because we value Mr. [redacted] as our customer, we agreed to refund the cost he paid for his Guardsman Furniture Protection Plan since he was not able to file a successful claim. We believe we have satisfactorily resolved this concern.  If you have any further questions or concerns, please let us know.   Sincerely,     [redacted] Quality Care Call Center Manager

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]

July 21, 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 disappointed to learn that Mr. [redacted] experienced problems with the recliner he...

purchased from Weekends Only.  However, I was pleased to hear that [redacted]®, our third-party furniture protection plan provider, fulfilled the obligations of their contract and authorized an exchange / replacement for him. 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, so only those who want a particular service (such as delivery) pay the additional fee.    Mr. [redacted] 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 $50 of his delivery fee.  We believe we have successfully resolved this complaint and consider the case closed. Sincerely,       [redacted] Manager, Quality Services   cc:       WEO Account [redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27, 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.
In February 2012, Ms. [redacted] purchased a bonded leather sofa, loveseat and recliner. In July 2015, she reports her sofa is peeling, which was not covered by the Guardsman furniture protection plan.
Ms. [redacted] asked that she be allowed to return all three pieces for a full refund to be used towards another purchase. We do not feel Weekends Only must absorb the cost of replacing all of her items and offered to refund her a prorated 30 percent off the price of her sofa since she has owned the furniture for more than three years. A check in the amount of $367.00 was mailed to Ms. [redacted] on Friday, July 24, 2015.
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
cc: WEO Account XXXXXX

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]

December 15, 2017   Dispute Resolution Department Revdex.com [redacted] St. Louis, MO 63102   Dear Sir or Madam:   Re:       [redacted] & [redacted], Case # [redacted]   I was disappointed to learn or Mr. and Mrs. [redacted]’ poor...

experience with [redacted]®, our third-party furniture protection plan provider.  I sincerely apologize for the inconvenience they have been caused during their long wait for parts to repair their sofa.   On October 1, Mr. and Mrs. [redacted] reached out Weekends Only 1 to let us know they have been trying to have their problem resolved by [redacted] for over several months.  As it turns out, [redacted] had never requested Weekends Only to order parts to repair their sofa , but we ordered them soon after hearing from Mrs. [redacted].  Unfortunately, the parts had to come from overseas and would take up to eight weeks to arrive.  On December 7, we spoke with Mrs. [redacted] and learned she received her replacement parts.  She will contact [redacted] to set an appointment for the repair.   Sincerely,   [redacted] Manager, Quality Services

Initial Business Response /* (1000, 9, 2016/01/27) */
January 25, 2016
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.
We can regrettably understand Ms. [redacted]'s frustration over the long delay to replace the cushions for her sectional that were damaged by her pet. Our normal process for obtaining replacement parts is to order them from the manufacturer. If the parts must be shipped from overseas, it typically takes about 4 weeks to receive the product, sometimes longer. Unfortunately, it took longer than anticipated to receive Ms. [redacted]'s cushions due to a backlog situation on the manufacturer's end. Then it was discovered they sent the wrong cushions, causing us to start the process over again.
It is obvious that some of our associates did not communicate clearly and accurately with Ms. [redacted], as well as the manufacturer when shipping the replacement parts. For this, we sincerely apologize because we failed to provide her the level of customer service she deserves and the type of experience we want for our Weekends Only customers.
In Ms [redacted]'s email of January 19 to us, it was clear she was very frustrated with the situation, and she requested we do not contact her again. We have since shipped her, what we believe to be, the correct parts and our records indicate she received them on January 20. We must assume they were since we have not heard anything further from her.
Again, we apologize for the long delay in obtaining the replacement parts for our customers, but much of delay was due to circumstances out of our control. We sincerely hope Ms. [redacted] will shop Weekends Only again in the future, and her next experience will be an entirely pleasurable one.
We believe we have resolved this concern and consider the case closed.
Respectfully,
[redacted]
Quality Care Customer Call Center Manager
cc: Call Center Manager
Final Business Response /* (4000, 22, 2016/03/09) */
On March 8, Ms. [redacted] informed the Revdex.com that she still has not been informed when the cushion will be available for her to pick up at our South County store location. On March 2, Ms. [redacted] spoke with the Supervisor of our Quality Care Call Center, [redacted], who let her know that the shipment of sectionals from which we could pull one of the cushions for her was expected to arrive at our warehouse the week of March 7. That shipment is still anticipated to arrive on March 11 and it will be several days after that before we can have the cushion available at the appropriate location for her. Ms. [redacted] also called and spoke with another Call Center associate this past weekend who confirmed the same information for her and let her know that we will reach out to her as soon as the cushion is available for pick up. Unless the shipment is delayed for reasons beyond our control, she should expect a call from us sometime within the next week.
I will also email Ms. [redacted] a copy of the details from the Federal Express shipment we sent her in January.

December 30, 2016   Dispute Resolution Department Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Sir or Madam:   Re:  [redacted], Case # [redacted]   We truly appreciate that Mr. [redacted] let us know about his frustrations in trying to get...

his sofa repaired.  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.   In early October, Mr. [redacted] contacted [redacted], our third-party furniture protection plan provider, and we understand that [redacted] experienced some difficulty connecting with him to set a repair tech visit to inspect / repair his furniture.  A visit was set for early November, which Mr. [redacted] rescheduled.  On December 5, a repair technician visited his home and determined materials had to be ordered from the manufacturer to repair his seat cushions, which can take up to six weeks to receive.  Once the material has been received, [redacted] planned to schedule another appointment to repair his furniture.  In the meantime, Mr. [redacted] contacted the Revdex.com.   We have since coordinated with [redacted] and they offered him the opportunity to return his original sofa and reselect another one within the next 60 days.  [redacted] also agreed to pay $50 of his delivery fee on this transaction.   We believe we have resolved this concern and will consider the case closed upon his selecting a new sofa and returning his original one.  If you have any further questions or concerns, please let us know.   Sincerely,       [redacted] Quality Care Call Center Manager

The business has resolved this to my satisfaction.

March 3, 2017  Dispute Resolution DepartmentRevdex.com211 N. Broadway, Suite 2060St. 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 opportunity to...

understand how we can improve our services to provide a better experience for our customers.   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.  Sometimes products receive damage or lose parts during transit and are concealed within the box.  Unfortunately, this is what happened in Ms. [redacted]’s situation.  We sincerely apologize for the inconvenience she has been caused. Ms. [redacted] does not want to replace the damaged dresser with the same model and would prefer an upgraded model.  We have arranged for the damaged dresser to be picked up from her home at no cost to her.  When she visits our store to shop for a new dresser, she will only be responsible for paying the difference in price should she select one at a higher cost.  She also indicated that she would pick up the replacement dresser instead of paying for delivery. We truly value Ms. [redacted] as our customer and thank her for her past business.  We trust her experience with Weekends Only will be an entirely pleasant one. We believe we have satisfactorily resolved this concern and consider this case closed.If you have any further questions or concerns, please let us know. Respectfully,   [redacted]Quality Care Call Center Manager

September 13, 2017 Dispute Resolution DepartmentRevdex.com211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Dear Sir or Madam: Re:   [redacted], Case # [redacted] This is in follow-up to Mr. [redacted]’s response to our previous letter of August 22.   Since that time, we provided Mr. [redacted] with several other options.  We agreed upon a partial refund amount and that he is going to keep his current sectional.  He indicated to us that he felt the offer was offer and that he is satisfied with our solution. We believe we have successfully resolved this customer’s concerns. Respectfully, [redacted]Manager, Quality Services

December 28, 2016   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]’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 customers. Mr. [redacted] 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. [redacted] 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 resolution. 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