[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This matter is not resolvedI would like to meet with *** or *** *** to discuss my issuesI have been a customer for years and feel that if they understood the situation we can come to mutual purpose and understandingAll I want is to exchange a mattress that is causing pain to myself and my wife because it is too soft
Regards,
*** ***
We apologize if the sofa has not met our customer's expectationsThis is a custom order piece of furnitureIt is not a returnable item, and we disclose this when a customer purchases a customer orderSince this sofa was delivered in May 2016, Steinhafels has performed service callsThe first
was to repair a button on a pillowThe second was to address padding issues the customer was not happy with by ordering parts and adding fillThe third was to go back to their home to look at the fabric because the customer was saying they did not like the way it was wearing Our technician reported back that the issue is fabric pillingThis is a common condition where excess fiber works its way to the surface of the fabricThe manufacturer does not guarantee against pilling and considers it a conditionWe have explained that if this is bothersome to the customer she can purchase a fabric shaver to shave off excess fiber. Regarding the Guardsman protection plan the customer purchased, the plan protects against incidents of an accidental nature such rips , tears ,and stainsIt does not cover fabric pilling, which is considered wear. We have offered to re-order the fabric seat casings for the customer, but they have so far declined this optionThere is nothing further we can offer this customer
We apologize if this customer did not know about the recycling fee to pick up old used beddingWe could have picked up the used bedding when we were at his home, but he refused to pay the $recycling feeWe will not be able to go back to customers home at this point to pick up the boxspringWe
apologize again
We have spoken with this customer and have our technician going to their home on Friday 3/to assess the condition of the furnitureBased on the report we will be able to offer this customer options
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the meeting set up for 3/will be a good step towards a resolution..
Regards,
*** ***
This customer's bed is out of the manufacturer's one year warrantyThe bed was delivered to her in May of and a service technician went to her home in June of to do a repairThat was the last time this customer contacted us regarding a problem with her bedAny further repairs by
Steinhafels would be subject to our out of warranty charges. We also are requesting that the Revdex.com withdraw this complaint due to the fact that it was submitted with one of our employees being slandered by nameIts our understanding that Revdex.com policy prohibits using peoples' names in complaints and responses from businessesIn addition a damaging statement to our employee's character was also used
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only reason why the parts are being sent is due to a call I made to Guardman. This has been taking too long. In the meantime, we just keep waiting until the parts are sent, then make another call, wait until someone can repaired itThat is ridiculous
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is the response I have received edI do not agree with their findings that everything is normalI have attached pictures of what the couch currently looks like and what sort of compression the cushions have when you so on themThe couch does not seem to be wearing appropriately with its age and will not be usable in years or the length of the warrantyWe had Co.e in to complain of the feather loss within 30.days, in which they told us this was normalWe waited several months to see if the feather loss would stopIt did not and a cushion core ripped releasing even more feathersWe have those original I sorta which are now far SUPERIOR to our current state of our cushionsThis product will not last as long as the warranty claims it will and I feel like I was lied to and steinhafels continues to not address our concernsThis is an issue they should be resolving with their manufacturer.
Regards,
*** ***
We acknowledge this customer's complaint and apologize to him for the inconvenience he experiencedWe have a day happiness guarantee and if for any reason a customer is not happy with a stock purchase they may return it for an exchange or refundWe would not intentionally deliver any furniture
with problems we were aware of and certainly do not substitute used furniture for newIf there was any defect or problem with the original sofa this customer received, Steinhafels policy would have made sure to get him a sofa he was happy with or return his moneyIn this case, we exchanged his sofa and apologize again that he had to have that doneRegarding the removal of the old furniture and how it was placed on the dumpster, we will make sure our delivery drivers know to ask for direction on where and how to move it if its being disposed ofWe again apologize for not placing it properly outdoors
We apologize to this customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from the manufacturerTheir delays are frustrating when they occur and they happen for many reasonsWe are in regular communication with the
manufacturers and work hard to expedite shipping This customer's furniture has arrived in our warehouse and we want to schedule their deliveryOur goal is for our customer to enjoy their new furniture as soon as possibleWe show that this customer called into our call center on 10/and spoke to one of our representatives who wanted to schedule their delivery
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have in writing from their customer service department that the factory warranty applies. They even had an appointment setup, then proceeded to cancel it. We understood there were no returns, etc. We're not asking for that. We certainly didn't know the factory warranty would cost dollars for a needle/thread repair. The issue is the quality of the furniture and short time we've owned it. Steinhafels may see this as "sticking to their guns", etc. We see it that we got a subpar product and are making a reasonable request to fix (not return, not money back, etc). I even offered to pay for half of their service call, which they summarily declined as "we can't do that". We believe that was reasonable. The customer service "manager" was especially unhelpful and condescending. Information including pictures have been forwarded to *** for review
Regards,
*** ***
There was an error on the expiration date for the batch of Guardsman certificates that were mailed out to our customers last monthWe apologize for this error and will extend the expiration for this customer to 3/18/We have never sold the Guardsman protection plan with the agreement that we
would refund the money our customers paid for the planThe terms are; If you do not require in-home service, or require any other services offered by your 5-year service plan on your furniture during the life of your plan, you will be issued a full store credit equal to the price of your service planThis credit can be used towards a future purchase of any new furniture up to days after your service plan expires, excludes accessories and rugsThis is published on the Steinhafels Website; http://www.steinhafels.com/service/guardsman
We have called Mr*** and explained our position of why the claim was denied. The item was sold as is with no warranty on 5/17/and the customer picked it up on 6/3/15. The customer called to report damage on 8/11/15. We did send a service technician as a
courtesy, however the damage was too deep to make any such of repairIn talking to Mr*** we explained that the length of time it took to call in and that it was picked up, put in storage and was sold as is put us in a difficult spotWe just don't know where the damage occurred. Per our conversation on 9/10/we have decided to either allow the customer to either keep the existing table less $off and/ or return for full credit to either reselect and or refund. Mr*** wanted to discuss with his family and call us back. We are just waiting on his response
We apologize for this customer's experience with the Guardsman Protection Plan for their chairWe contacted Guardsman and after reviewing their technician's report from 8/24/16, they discovered the technician did mention that another part (handle) would have to be orderedWhat made them not see it
initially was that their technician had marked the repair complete, when in fact it was notGuardsman stated that they will be calling the customer to apologize and get the remaining repairs set up as soon as possibleSteinhafels again apologizes for any inconvenience to our customer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My response is the same, the item was represented to me as a new item by the sales person with a full manufacturer's warranty. I reject the business' description of what they think 'new' means on the receipt, there was no indication of that during that sale, and what was indicated by the sales person was it was new, yes, as-is, but with a full manufacturer's warranty. I believe the business is making up a reason why the receipt says 'new' on it so they can claim they never misrepresented the item. But it turns out they did misrepresent the item
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This matter is not resolvedI would like to meet with *** or *** *** to discuss my issuesI have been a customer for years and feel that if they understood the situation we can come to mutual purpose and understandingAll I want is to exchange a mattress that is causing pain to myself and my wife because it is too soft
Regards,
*** ***
We apologize if the sofa has not met our customer's expectationsThis is a custom order piece of furnitureIt is not a returnable item, and we disclose this when a customer purchases a customer orderSince this sofa was delivered in May 2016, Steinhafels has performed service callsThe first
was to repair a button on a pillowThe second was to address padding issues the customer was not happy with by ordering parts and adding fillThe third was to go back to their home to look at the fabric because the customer was saying they did not like the way it was wearing Our technician reported back that the issue is fabric pillingThis is a common condition where excess fiber works its way to the surface of the fabricThe manufacturer does not guarantee against pilling and considers it a conditionWe have explained that if this is bothersome to the customer she can purchase a fabric shaver to shave off excess fiber. Regarding the Guardsman protection plan the customer purchased, the plan protects against incidents of an accidental nature such rips , tears ,and stainsIt does not cover fabric pilling, which is considered wear. We have offered to re-order the fabric seat casings for the customer, but they have so far declined this optionThere is nothing further we can offer this customer
We apologize if this customer did not know about the recycling fee to pick up old used beddingWe could have picked up the used bedding when we were at his home, but he refused to pay the $recycling feeWe will not be able to go back to customers home at this point to pick up the boxspringWe
apologize again
We have spoken with this customer and have our technician going to their home on Friday 3/to assess the condition of the furnitureBased on the report we will be able to offer this customer options
We have refunded the delivery fee to this customerHer refund with tax is and will be going back to the credit card she used to make the purchase
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the meeting set up for 3/will be a good step towards a resolution..
Regards,
*** ***
Our Appleton store general manager is calling this customer to go over her billing
We will be contacting this customer and offering to exchange the mattress
This customer's bed is out of the manufacturer's one year warrantyThe bed was delivered to her in May of and a service technician went to her home in June of to do a repairThat was the last time this customer contacted us regarding a problem with her bedAny further repairs by
Steinhafels would be subject to our out of warranty charges. We also are requesting that the Revdex.com withdraw this complaint due to the fact that it was submitted with one of our employees being slandered by nameIts our understanding that Revdex.com policy prohibits using peoples' names in complaints and responses from businessesIn addition a damaging statement to our employee's character was also used
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only reason why the parts are being sent is due to a call I made to Guardman. This has been taking too long. In the meantime, we just keep waiting until the parts are sent, then make another call, wait until someone can repaired itThat is ridiculous
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is the response I have received edI do not agree with their findings that everything is normalI have attached pictures of what the couch currently looks like and what sort of compression the cushions have when you so on themThe couch does not seem to be wearing appropriately with its age and will not be usable in years or the length of the warrantyWe had Co.e in to complain of the feather loss within 30.days, in which they told us this was normalWe waited several months to see if the feather loss would stopIt did not and a cushion core ripped releasing even more feathersWe have those original I sorta which are now far SUPERIOR to our current state of our cushionsThis product will not last as long as the warranty claims it will and I feel like I was lied to and steinhafels continues to not address our concernsThis is an issue they should be resolving with their manufacturer.
Regards,
*** ***
We acknowledge this customer's complaint and apologize to him for the inconvenience he experiencedWe have a day happiness guarantee and if for any reason a customer is not happy with a stock purchase they may return it for an exchange or refundWe would not intentionally deliver any furniture
with problems we were aware of and certainly do not substitute used furniture for newIf there was any defect or problem with the original sofa this customer received, Steinhafels policy would have made sure to get him a sofa he was happy with or return his moneyIn this case, we exchanged his sofa and apologize again that he had to have that doneRegarding the removal of the old furniture and how it was placed on the dumpster, we will make sure our delivery drivers know to ask for direction on where and how to move it if its being disposed ofWe again apologize for not placing it properly outdoors
We apologize to this customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from the manufacturerTheir delays are frustrating when they occur and they happen for many reasonsWe are in regular communication with the
manufacturers and work hard to expedite shipping This customer's furniture has arrived in our warehouse and we want to schedule their deliveryOur goal is for our customer to enjoy their new furniture as soon as possibleWe show that this customer called into our call center on 10/and spoke to one of our representatives who wanted to schedule their delivery
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have in writing from their customer service department that the factory warranty applies. They even had an appointment setup, then proceeded to cancel it. We understood there were no returns, etc. We're not asking for that. We certainly didn't know the factory warranty would cost dollars for a needle/thread repair. The issue is the quality of the furniture and short time we've owned it. Steinhafels may see this as "sticking to their guns", etc. We see it that we got a subpar product and are making a reasonable request to fix (not return, not money back, etc). I even offered to pay for half of their service call, which they summarily declined as "we can't do that". We believe that was reasonable. The customer service "manager" was especially unhelpful and condescending. Information including pictures have been forwarded to *** for review
Regards,
*** ***
There was an error on the expiration date for the batch of Guardsman certificates that were mailed out to our customers last monthWe apologize for this error and will extend the expiration for this customer to 3/18/We have never sold the Guardsman protection plan with the agreement that we
would refund the money our customers paid for the planThe terms are; If you do not require in-home service, or require any other services offered by your 5-year service plan on your furniture during the life of your plan, you will be issued a full store credit equal to the price of your service planThis credit can be used towards a future purchase of any new furniture up to days after your service plan expires, excludes accessories and rugsThis is published on the Steinhafels Website; http://www.steinhafels.com/service/guardsman
We have called Mr*** and explained our position of why the claim was denied. The item was sold as is with no warranty on 5/17/and the customer picked it up on 6/3/15. The customer called to report damage on 8/11/15. We did send a service technician as a
courtesy, however the damage was too deep to make any such of repairIn talking to Mr*** we explained that the length of time it took to call in and that it was picked up, put in storage and was sold as is put us in a difficult spotWe just don't know where the damage occurred. Per our conversation on 9/10/we have decided to either allow the customer to either keep the existing table less $off and/ or return for full credit to either reselect and or refund. Mr*** wanted to discuss with his family and call us back. We are just waiting on his response
We apologize for this customer's experience with the Guardsman Protection Plan for their chairWe contacted Guardsman and after reviewing their technician's report from 8/24/16, they discovered the technician did mention that another part (handle) would have to be orderedWhat made them not see it
initially was that their technician had marked the repair complete, when in fact it was notGuardsman stated that they will be calling the customer to apologize and get the remaining repairs set up as soon as possibleSteinhafels again apologizes for any inconvenience to our customer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My response is the same, the item was represented to me as a new item by the sales person with a full manufacturer's warranty. I reject the business' description of what they think 'new' means on the receipt, there was no indication of that during that sale, and what was indicated by the sales person was it was new, yes, as-is, but with a full manufacturer's warranty. I believe the business is making up a reason why the receipt says 'new' on it so they can claim they never misrepresented the item. But it turns out they did misrepresent the item
Regards,
*** ***