Wilcox Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory because I rec'd my TV, but dissatisfied because my husband had to open and set up the TV per self......the delivery person told him that he could not open the box and set upMy husband was very upset and told them he would never go back to [redacted] again, FYI we have been doing business with them since the 80's...which I quess does not mean anything Regards, [redacted]

Please see attachment for full response to Revdex.com complaint of consumer *** ***

From: *** *** [mailto:***] Sent: Friday, April 21, 2:PMTo: *** *** Subject: Revdex.com complaint *** *** ***To: Mrs*** ***In March of Mrs*** did purchase a sofa, loveseat, and recliners from
usThe product was made in the U.S.Aand from a reputable supplier we continue to do business today because of the quality and value they provide to us and the customers that purchase themMrs*** noted that it took months to come pick up the chairsTypically we will visit the customer and determine the needs, order the parts, then schedule to pick product up and bring it in, repair it and get it back to the customerThis minimizes the loss of use of the piece needing to be repairedWe do this for the convenience of the customer. Longevity of furniture or really any durable goods is based not only how it is made but how it is usedIn July of we replaced one of the recliners because it was determined to have defect a in the backWe changed foam and mechanisms again between March and May of In September we agreed to give them credit on the current recliners toward purchase of new reclinersMrs*** came in and tried many of our recliners and picked the current model she has nowThis product is also made in the U.S.Afrom a reputable company and offers a limited lifetime guarantee on select parts to include frame seat cushion, and recliner mechanismThe ***’s chose that one. In March We agreed to exchange the original sofa and loveseat, because of issues the customer was having, cushions were flattened and one of the mechanisms on the loveseat was needing repairWe offered to let Mrs*** reselect and she chose the very same merchandise being exchanged. Over the summer of they had issues with both of the new recliners they had received in September She contacted us, we visited the house and saw the product, ordered parts and when the parts were in we contacted customer and scheduled pick up brought product in and repaired an returned to her in September Our documentation shows only the receipt of the product and the signature by Mr***There were no notationsThe Service Manager inspected merchandise before the product went out and said repairs had been completed.We have no record of calls from September to until 4/13/Mrs*** called on that day and left messageOur service manager returned her phone callShe was informed that she had now gone beyond the warranty period we could repair the recliner as repair item outside of warranty, and that is $trip charge and labor chargesThe next call we received from Mrs*** was 4/19/to our corporate office.Mrs*** called our corporate headquarters seeking help, we offered to waive the trip charge, only charge for parts we are charged for and she would be responsible for the labor charges for time of repairs Mrs*** responded by abruptly ending the callOur offer continues to be that we would wave our trip charge and no charge on parts not charged to us and Mrs*** can pay for labor to repair her recliner.Sincerely, *** ***, *** ***.Thanks*** *** *** *** * ***

HELLO *** ***, I HAVE BEEN WORKING WITH THIS CUSTOMER AND WE HAVE SUCCESSFULLY DELIVERED THE CHAIR THAT SHE HAD BEEN EXPECTING. I AM SORRY THAT THE FACTORY TOO A LONG TIME TO SEND US THIS CHAIR. THERE ARE THING BEYOND OUR CONTROL. I HAVE GIVEN MRS*** A
$CREDIT DUE TO THE DELAY ON HER ORDER. I TRUST THAT SHE IS SATISFIED WITH OUR SERVICE AND I THANK YOU FOR YOUR TIME IN THIS MATTERTHANKS AGAIN, *** *** STORE MANAGER

Complaint: ***
I am rejecting this response because:In regard to the response by Mr*** some clarifacation needs to be madeFirst off, the number of repairs that have been needed along with Mr***'s comment on the phone regarding the number of repairs that are required to their furniture is the reason it takes two to three months to get repair parts in itself show the lack of quality product soldWhen my husdand and I went into the store in September, 2015, to exchange the original recliners, we met with store assistant manager ***At that time, we tried some of the recliner choices but were not really satisfied eith themWe requested to wait a few weeks when the new stock would be received and were told by *** we only had a seven day window, supposedly from the manufacturer, to complete the exchange so we were left with a limited option to choose from and made the choice of the current models.At the time the furniture was delivered back after repair in September, 2016, the Wilcox employee himself wrote the problrms that remained on the receiving slip prior to my husband signing for receiptThey may have no record of the issues on their file but I offered to provide a copy of my receiving slip to Mr*** but he rejected the offer stating it didn't matter to him and his decision of his inadequate offerHe further stated all repairs are inspected by supervisory staff prior to leaving the repair centerIt seems these inspectors are inadequate in their jobs since your own employee easily noted missed repairs at the time of dekivery snd the number of identical needed repairs so closely together. Lastly, as previously noted, numerous calls anc messages were left for *** at the repair center were made but no return calls were receivedSince no calls were received back or record was made of the messages, it seems eviddnt messages are not properly checked.The call for the repair was made in July 2016, the repairs were not adequately made three months later when the parts were finally received as noted by their own employee; therefore, they should honor the warranty and repair the recliners.Regards,
*** ***

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.
Regards,
[redacted]

PLease see attachment in response to complaint [redacted]

HELLO, I HAVE SPOKEN TO [redacted] AND WE HAVE REACHED AN AGREEMENT ON THE EXCHANGE ON HER TELEVISION. THANK YOU FOR YOUR TIME. REGARDS, [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 because I rec'd my TV, but dissatisfied because my husband had to open and set up the TV per self......the delivery person told him that he could not open the box and set up. My husband was very upset and told them he would never go back to [redacted] again, FYI we have been doing business with them since the 80's...which I quess does not mean anything
Regards,
[redacted]