Wendell's Furniture, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This is my second complaint against Wendell's FurnitureMy initial complaint filed to the Revdex.com was on 8/11/15, and on 8/14/an agreement had been made between the business and myself and the case was closedWendell's Furniture was to get replacement parts and send a service tech to my home to replace ripped fabric on my furnitureThe last correspondence I received from them was on 8/26/which said the parts were ordered and would be here in 2-weeksIt has been almost weeks, and my calls and e-mails to the business have gone unansweredGiven that it has been months since my initial complaint to Wendell's (which was initially declined until I contacted the Revdex.com), and the condition of the furniture has worsened over this period of timeI'm asking for a refund or replacement furniture of equal value
Regards,
*** ***

In the email dated May at 11:58, *** *** is responding to my email regarding my not receiving the rebate as I initially and incorrectly assumed they have not issued the rebate They are explaining that the retailer provides the rebate.In the email dated May at 12:17, I am writing to the salesman, *** ***, from *** Furniture and sending him the email from *** ***, letting him know that the rebate is to come from ***.In the email dated May at 1:26, the salesman, *** ***, is responding His response acknowledges that the store is to issue the rebate.In the email dated May 31, *** *** is acknowledging that the rebate was issued to ***. I have also attached the sale listing I received from *** *** which prompted me to make this purchase.I hope this can be resolved as intended.*** ***' phone number is *** if that helps Hopefully, they are still answering their phones

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
This is just not true Your salesman gave me the price, I agreed, and so then I told you to place the order and it was then that I told you about the rebate So, the price was agreed upon BEFORE you learned of the rebate I have an email from *** *** stating they sent you the $rebate It speaks volumes that for $you are willing to not be honest about thisAs I stated, I have no need or desire for your gift card
Regards,
*** ***

Dear Boston Revdex.com:I spoke with our customer, *** ***, today and requested more information from her regarding the problem. Her complaint to you mentioned issues with her sofa but the pictures to us only showed one issue. She agreed to send more pictures so that we can re-evaluate the
issue. I hope that with the additional pictures we can better understand exactly what part of the sofa is problematic and work diligently to solve ***'s problem.Thank you for bringing this concern to our attention so that we may better serve our loyal customers.Sincerely,*** ***Wendell's Furniture

***: I have looked into your complaint and find that you are certainly due a refundI am so sorry that it has taken us longer than necessary to refund you the full amount. We strive to take the very best care of our customers and it seems that, in your case, we did not do that.A refund
check was cut and mailed to you on Wednesday, November 18, 2015. It is check number and should be to your home very soon. Originally you paid through our in-house financing company, Synchrony, and since that account is now closed, it was somewhat of a special circumstance on our end.Although you live out of state, I hope that you will consider doing business with us again in the future.Sincerely,*** ***OwnerWendell’s Furniture & Wendell’s Vermont Bed Store

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***These attachments show that *** *** did send the rebate to *** and the rebate was to go to the customer The salesman, ***, acknowledges this in his emailI believe that *** placed the order because I spoke with him after he did and he actually thought both of us (me and *** were to get a rebate - he seemed very happy and surprised.) I knew I was to get the rebate because I also spoke with *** *** Regards,
*** ***

***Thank you so much for the additional pictures of your sofa. From the additional pictures I can see that my service team did make an incorrect judgment on your issue and I am happy to correct that. We WILL cover both defects under warranty (parts and labor) at no cost to you. After the parts arrive, our technician will make an appointment to install them at your home.Our very best to you and thank you for your help in solving this problem!*** ***Wendell's Furniture

I have done my best to give my side of the story. I am sorry that it does not satisfy the customer. I wish her and her husband the best and hate to have lost them as a customer. *** ***, *** Furniture

***: I am disappointed with how this situation has turned out. I have spoken to both you and your husband trying to clarify how this misunderstanding took place. As you indicated, you agreed to the price on the armoire. We delivered it a few days after it arrived at our
warehouse. The manufacturer, *** ***, was in the process of going out of business and offered a sale. They discounted the items wholesale cost and we did pass the savings on to you. However, it was not a rebate. You expected *** *** to "refund" you an additional $150. The discount was already factored into the price that we agreed upon. Since this transaction was done by phone, it was unclear why you expected my company to refund payment, since payment was made in full at the time of order. Additionally, I do not understand why I would be asked to refund you money that seems to have been promised by another company! However, I wanted to have a happy customer and, to that end, sent you $via check as well as $via gift certificate, hoping that we may have a new opportunity to serve you in the future. I feel that I have gone above and beyond what any other store would likely do. At this point, ***, you have publicly called my company liars and me obnoxious. While you are certainly entitled to your opinion, it has always been my goal as a store owner to be above reproach and treat each customer as I would wish to be treated (like family!). But, at this point, you are asking me to fulfill a promise made to you by another company and I cannot do that. My very best to you in the future. *** ***, *** Furniture

To: The Revdex.com From: *** *** of *** Furniture I have responded to this complaint through the Revdex.com as well as on ***, *** and through the VT Attorney Generals Office. The final conclusion is that the customer wished to hold me to a discount offered by a 3rd party vendor through an email solicitation. The discount in question was built into the original price that the customer willingly agreed to and paid in full for. No additional discount is available to her. Sincerely, *** ***

To: The Revdex.com From: *** *** of *** Furniture I have responded to this complaint through the Revdex.com as well as on ***, *** and through the VT Attorney Generals Office. The final conclusion is that the customer wished to hold me to a discount offered by a 3rd party vendor through an email solicitation. The discount in question was built into the original price that the customer willingly agreed to and paid in full for. No additional discount is available to her. Sincerely, *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***These attachments show that *** *** did send the rebate to *** and the rebate was to go to the customer The salesman, ***, acknowledges this in his emailI believe that *** placed the order because I spoke with him after he did and he actually thought both of us (me and *** were to get a rebate - he seemed very happy and surprised.) I knew I was to get the rebate because I also spoke with *** *** Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
This is simply not true I agreed to the price Wendall's offered me It was AFTER that when Wendall's learned of the discount offer to the buyer When I agreed to make the purchase, I then told Wendall's of the manufacture's offer They had not been aware that the manufacture was going out of business and was offering discounts The discount was for the buyerWendall's is not being honest about the timeline of this
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedI received my full refund check on Monday the 23rd of NovemberThank you.
Regards,
*** ***

I have done my best to give my side of the story. I am sorry that it does not satisfy the customer. I wish her and her husband the best and hate to have lost them as a customer. *** ***, *** Furniture

Dear Boston Revdex.com:I spoke with our customer, *** ***, today and requested more information from her regarding the problem. Her complaint to you mentioned issues with her sofa but the pictures to us only showed one issue. She agreed to send more pictures so that we can re-evaluate the
issue. I hope that with the additional pictures we can better understand exactly what part of the sofa is problematic and work diligently to solve ***'s problem.Thank you for bringing this concern to our attention so that we may better serve our loyal customers.Sincerely,*** ***Wendell's Furniture

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I was notified that the parts have arrived, and that I would be receiving a call from Albert to set up a date and time for him to come to my homeI have yet to receive that call.
Regards,
*** ***

In the email dated May at 11:58, *** *** is responding to my email regarding my not receiving the rebate as I initially and incorrectly assumed they have not issued the rebate They are explaining that the retailer provides the rebate.In the email dated May at 12:17, I am writing to the salesman, *** ***, from *** Furniture and sending him the email from *** ***, letting him know that the rebate is to come from ***.In the email dated May at 1:26, the salesman, *** ***, is responding His response acknowledges that the store is to issue the rebate.In the email dated May 31, *** *** is acknowledging that the rebate was issued to ***. I have also attached the sale listing I received from *** *** which prompted me to make this purchase.I hope this can be resolved as intended.*** ***' phone number is *** if that helps Hopefully, they are still answering their phones.

I am sorry that our service has not lived up to MsBridge expectations I have looked into her issues further and have found the following: The replacement parts were ordered in a timely manner The parts arrived, however, it was found that one of the parts arrived incorrectly We notified the customer of this and placed the re-order with the manufacturer The second item arrived to our warehouse this week and was verified to be correct The parts were quickly dispatched to the service tech who has already scheduled a repair with the customer At my writing, 10-21-15, I believe that the customer has an appointment with our in-home service tech I understand her frustration with the length of time but it appears that her issues will be soon resolved Many Regards, *** ***, Wendell's Furniture

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***I will get Wendell's the information they are requesting this eveningThank you again for your help with this matter
Regards, *** ***