Weekends Only

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ July 27, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO XXXXX Dear Sir or Madam: RE: [redacted] , CASE # XXXXXXX Thank you for bringing this situation to our attentionBy 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 reclinerIn 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 purchaseWe do not feel Weekends Only must absorb the cost of replacing all of her items and offered to refund her a prorated percent off the price of her sofa since she has owned the furniture for more than three yearsA check in the amount of $was mailed to Ms [redacted] on Friday, July 24, We believe this matter has been resolved and consider the case closedIf you have any further questions, please let us know Sincerely, [redacted] Quality Care Call Center Manager cc: WEO Account XXXXXX

March 1, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO 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

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 $plus a rebate of the $form the warranty that covered nothing because I believe I can find an upholsterer who can replace that defective seat cover for the $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,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.#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.#There is no way material on a lower seat cushion of a $1,reclining sofa set should self destruct after a year and months We have no kids and my tiny wife sits there only The side I sit my big, heavy, foot three inch, pound butt on is fine because the cushion material was manufactured (treated and softened) properly #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,power sofa/recliner set Sincerely, [redacted] ***

May 11, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re: [redacted] ***, Case # [redacted] While we are extremely disappointed to learn of Ms***’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 futureUpon 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 knowSincerely, [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 No one has contacted me to set up an appointment unless it was done today, July while I was at work I was given this very same excuse on May If the other chair is not repaired by August 1, I'm coming right back after them [redacted]

November 22, Dispute Resolution DepartmentRevdex.comNBroadway, Suite 2060StLouis, MO 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 Because we have not heard from her, we assume she is pleased with her new mattressAgain, 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 knowRespectfully, [redacted] Quality Care Call Center Manager

September 13, Dispute Resolution DepartmentRevdex.comNBroadway, SteStLouis, MO Dear Sir or Madam: Re: [redacted] , Case # [redacted] This is in follto Mr [redacted] ’s response to our previous letter of August 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 solutionWe believe we have successfully resolved this customer’s concernsRespectfully, [redacted] ***Manager, Quality Services

March 19, Dispute Resolution DepartmentRevdex.com [redacted] StLouis, MO 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 after [redacted] ®, our third-party furniture protection plan provider, had denied his claim stating it was wear and tearWeekends 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 usSincerely, [redacted] ***Manager, Quality ServicesTell us why here

August 17, Dispute Resolution Department Revdex.com NBroadway, Ste StLouis, MO Dear Sir or Madam: RE: [redacted] , 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 We were disappointed to learn that Ms [redacted] 's furniture delivery did not meet her expectationsIn phone conversations with our, we arranged for delivery of a replacement Storage Bed Footboard to her home on July She was also informed that the delivery team does not assemble Storage BedsDuring 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 itWeekends Only offers a Night Comfort Guarantee (see text below as shown on our website): Weekends Only 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 Night Comfort GuaranteeSleep on your new mattress for at least days to allow your body to adjustLike it? Great! Don't like it? Call customer service within nights of purchase to schedule a one-time reselection or returnAll you'll pay is redelivery no restocking fee! If you choose a more expensive mattress, you pay the differenceChoose a less expensive mattress and we will refund the difference! This type of sleep trial requirement is very typical among mattress retailersThe primary reason we require customers to sleep on their mattress for at least 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 termAnother reason is to help reduce the number of mattresses returned to usLike 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 attachedIf she would like us to pick up the mattress from her home, she would be charged a pifeeBecause she did not want to pay the additional fee, she said she would return it to our store herselfTo this date, she has not done so We believe we have made a reasonable attempt to resolve this situation and consider this case closedIf you have any further questions or concerns, please let us know Sincerely, [redacted] Quality Care Call Center Manager

February 20, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO Dear Sir or Madam: Re: [redacted] , Case # [redacted] While we were extremely disappointed to learn of Mr [redacted] ’s experience with his several furniture deliveries and the damage that occurred to his home, we are thankful he brought this to our attention The length of time it has taken our third-party delivery partner, [redacted] (***), to resolve his concerns – and the lack of communication that occurred during the process – is not the level of service we expect from our business partners Please know that we have shared his letter and discussed our concerns with the management of our delivery company After receiving Mr [redacted] ’s letter from the Revdex.com, we contacted the manager of [redacted] and learned that a check was mailed to Mr [redacted] on Friday, February He should expect to receive it sometime this week Again, we offer our sincere apologies and we sincerely hope Mr [redacted] will give Weekends Only another opportunity to serve him in the future We trust that his next experience will be an entirely pleasant one We believe this case will be resolved upon Mr [redacted] ’s receipt of his check If you have any further questions or concerns, please let us know Sincerely, [redacted] Quality Care Call Center Manager cc: Manager, [redacted] Quality Assurance Manager

May 3, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO 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 customersI was so disappointed to read the letter Mrand 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 companyUnfortunately, Mrand 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

March 3, Dispute Resolution DepartmentRevdex.comNBroadway, Suite 2060StLouis, MO 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***’s situation We sincerely apologize for the inconvenience she has been causedMs [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 deliveryWe 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 oneWe believe we have satisfactorily resolved this concern and consider this case closed.If you have any further questions or concerns, please let us knowRespectfully, [redacted] Quality Care Call Center Manager

June 21, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO Dear Sir or Madam: Re: [redacted] , Case # [redacted] This is in follto our previous response of June 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 $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

May 16, Dispute Resolution Department Revdex.com NBroadway, SteStLouis, MO 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 customersMs [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 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 oneWe believe this concern has been successfully resolvedSincerely, [redacted] Quality Care Call Center Manager cc: Quality Assurance Manager

October 27, Dispute Resolution Department Revdex.com [redacted] StLouis, MO 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 days Weekends Only offers our customers a 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 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 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 receiptWe 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

Complaint: [redacted] I am rejecting this response because: They are making several accusations about what took place both in what was the issue and I most certainly did not threaten anyone or become hostile I was agitated and upset after weeks of dealing with this issue, then driving an hour, shopping for hours with a toddler, then made to wait for an hour in my car waiting on their corporate office Ann to call me backObviously Mr [redacted] was given misleading information, I never had any correspondence with himHe is more than welcome to contact me if he would likeWe have recieved their refund check and cashed it I have no desire to ever shop there again, we were lied to by associates while we there trying to find a replacement and they were totally unaware of our situation Sincerely, [redacted] ***

April 10, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO 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 servicesWe 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 themSince 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 knowSincerely, [redacted] Manager, Quality Services

Complaint: [redacted] I am rejecting this response because: The solution that Mr [redacted] offered was insufficientWe feel that we were generous in not reporting each individual small problem that occured with the futnitureOver 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 operationalAlso, 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 reputationWe 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]

December 28, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO 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***’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 customersMr [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 resolutionWe 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