[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our service technician found no defects with the chairs. We have attached pictures as well. We apologize, but as we have already told our customer, the quality is factory standard. We have ordered new seat cushion cores for the customer to help give the chair better seating support.
This customer had her mattress delivered on 9/13/2012 not 2015. We have never had a warranty inspection of her mattress. She emailed us on 4/28/2015 to let us know she was having a problem with her mattress and in her email she mentioned that it had stains. Our customer service rep advised her to...
have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattresses. Manufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold up. We called her to have a service technician inspection on 11/3/15.
Regarding the bedroom and mattress set, this customer returned the items to us on Jan 30, 2016. They received credit for everything except a mattress...
protector that we could not find with their return. They however are stating they returned it. In the interest of resolving this complaint, Steinhafels will issue a credit to them for that as well. That will be for 116.27 plus tax. Since this purchase was originally financed. the financing company Wells Fargo has been notified to cancel the financing. A refund for 248.37 has also been processed to the customer's VISA account for the money they put down. Regarding the 3 year old leather furniture, it is out of the manufacturer one year warranty. The guardsman protection plan they purchased with this furniture does not cover cracking or peeling of leather. Its a protection plan that guards against incidents of an accidental nature. This furniture is not returnable.
We apologize if this customer thought she would get a money refund for the Guardsman protection plan. Steinhafels has always offered a merchandise credit for the amount a customer spent on the Guardsman plan if there was not a claim made in the 5 year period. In the interest of resolving this...
customer's complaint, we will refund her. However, this is an exception to our policy. Our sales staff is trained to present this program properly, and they do not promise money refunds for the protection plan.
This is the same complaint you sent to us on 11/14/16 and that we also responded to on 11/14/16. You have our response already in the file. In case you do not or if there was an error in filing it, here is our response again;Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician. Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture. We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking fee. Based on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store. Our position in this matter has not changed and we consider this to be our final response to Revdex.com regarding this matter.
We will be contacting the customer to set up a service technician to assess the situation. We want to see if this can be repaired for this customer. Thank You, Steinhafels
This customer is concerned that the seat and back cushions don't give her enough support. We have replaced her cushion cores once already and she says they are soft. Customer is also concerned with overall wear of fabric and the look of the cushion. On 12/2/15 our technician inspected the springs...
and frame and nothing is broken. The cushion cores are soft but he explained that its made with foam cores with down feather blend wrapping on the top. These are plush soft cores. Our tech found nothing defective with this sofa. Its up to factory standards and is behaving the way it normally would with this type of cushion core.Customer has had her sofa for over a year and we will not be able to let her return it. Customer had a 30 day happiness guarantee where she could have returned it if she was not happy with the comfort. This customer has also been offered an option to order different cushion cores that would be firmer for a cost of 80.00 each for spring down or 40.00 each for spring fiber plus shipping. We would be happy to order her different cores if she is not happy with the ones she has.
No, you do not need to pay the re-stocking fee prior to the pick up. The re-stocking is sent to Wells Fargo to be applied to your financing. Any refund back to you from Wells Fargo will be less the re-stocking fee. Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.You stated that you were hoping to have more in stock, which means you were planning to offer this pricing to more customers. It's frustrating to know that you have the ability to make this situation right, by giving us the advertised price. We, along with our extended families, have bought countless furniture items from Steinhafels and previously would have considered ourselves loyal customers. We are not asking for anything free, we are asking you to honor the price as advertised. Had you had one in stock at the Menomonee Falls location, we would have had the opportunity to purchase it as we were there when you opened. Please make this right.
Regards,
[redacted]
We apologize if this customer feels we are not providing her with good options. Regarding her statement that there is no warranty on a replacement mattress, she is mistaken. She will have a warranty on any new mattress she chooses. She can also select any mattress by any manufacturer in our...
assortment and use her $781 credit towards the price. In addition, even though we normally don't offer a 120 night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selects. We again apologize if we have caused any inconvenience.
Steinhafels strictly adheres to manufacturers’ warranties. [redacted]'s warranty states; Upholstered fabrics are warranted against defective material or workmanship for one year form the original date of purchase under normal care and use. This warranty DOES NOT COVER... fading, piling, shrinkage...
and is not valid where there is evidence of heavy soiling or abuse such as chemical treatment, improper cleaning or animal abuse. The Guardsman protection plan does not cover stains or damage caused by animals (beaks, teeth, and claws), except stains caused by a specific incident of pet bodily fluid.Our technician's report states there was damage to the fabric by pet use. We apologize, however this is not covered under either the Mfr Warranty or the Guardsman plan. Please see attached photos. We will not re-upholster or replace this customer's furniture due to these circumstances.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our service technician found no defects with the chairs. We have attached pictures as well. We apologize, but as we have already told our customer, the quality is factory standard. We have ordered new seat cushion cores for the customer to help give the chair better seating support.
This customer had her mattress delivered on 9/13/2012 not 2015. We have never had a warranty inspection of her mattress. She emailed us on 4/28/2015 to let us know she was having a problem with her mattress and in her email she mentioned that it had stains. Our customer service rep advised her to...
have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattresses. Manufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold up. We called her to have a service technician inspection on 11/3/15.
Regarding the bedroom and mattress set, this customer returned the items to us on Jan 30, 2016. They received credit for everything except a mattress...
protector that we could not find with their return. They however are stating they returned it. In the interest of resolving this complaint, Steinhafels will issue a credit to them for that as well. That will be for 116.27 plus tax. Since this purchase was originally financed. the financing company Wells Fargo has been notified to cancel the financing. A refund for 248.37 has also been processed to the customer's VISA account for the money they put down. Regarding the 3 year old leather furniture, it is out of the manufacturer one year warranty. The guardsman protection plan they purchased with this furniture does not cover cracking or peeling of leather. Its a protection plan that guards against incidents of an accidental nature. This furniture is not returnable.
We apologize if this customer thought she would get a money refund for the Guardsman protection plan. Steinhafels has always offered a merchandise credit for the amount a customer spent on the Guardsman plan if there was not a claim made in the 5 year period. In the interest of resolving this...
customer's complaint, we will refund her. However, this is an exception to our policy. Our sales staff is trained to present this program properly, and they do not promise money refunds for the protection plan.
This is the same complaint you sent to us on 11/14/16 and that we also responded to on 11/14/16. You have our response already in the file. In case you do not or if there was an error in filing it, here is our response again;Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician. Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture. We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking fee. Based on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store. Our position in this matter has not changed and we consider this to be our final response to Revdex.com regarding this matter.
We apologize for this customers experience. We are refunding his $95 delivery fee for his inconvenience. Delivery was finalized for him on 9/25/15.
We will be contacting the customer to set up a service technician to assess the situation. We want to see if this can be repaired for this customer. Thank You, Steinhafels
This customer is concerned that the seat and back cushions don't give her enough support. We have replaced her cushion cores once already and she says they are soft. Customer is also concerned with overall wear of fabric and the look of the cushion. On 12/2/15 our technician inspected the springs...
and frame and nothing is broken. The cushion cores are soft but he explained that its made with foam cores with down feather blend wrapping on the top. These are plush soft cores. Our tech found nothing defective with this sofa. Its up to factory standards and is behaving the way it normally would with this type of cushion core.Customer has had her sofa for over a year and we will not be able to let her return it. Customer had a 30 day happiness guarantee where she could have returned it if she was not happy with the comfort. This customer has also been offered an option to order different cushion cores that would be firmer for a cost of 80.00 each for spring down or 40.00 each for spring fiber plus shipping. We would be happy to order her different cores if she is not happy with the ones she has.
No, you do not need to pay the re-stocking fee prior to the pick up. The re-stocking is sent to Wells Fargo to be applied to your financing. Any refund back to you from Wells Fargo will be less the re-stocking fee. Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.You stated that you were hoping to have more in stock, which means you were planning to offer this pricing to more customers. It's frustrating to know that you have the ability to make this situation right, by giving us the advertised price. We, along with our extended families, have bought countless furniture items from Steinhafels and previously would have considered ourselves loyal customers. We are not asking for anything free, we are asking you to honor the price as advertised. Had you had one in stock at the Menomonee Falls location, we would have had the opportunity to purchase it as we were there when you opened. Please make this right.
Regards,
[redacted]
We apologize if this customer feels we are not providing her with good options. Regarding her statement that there is no warranty on a replacement mattress, she is mistaken. She will have a warranty on any new mattress she chooses. She can also select any mattress by any manufacturer in our...
assortment and use her $781 credit towards the price. In addition, even though we normally don't offer a 120 night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selects. We again apologize if we have caused any inconvenience.
Steinhafels strictly adheres to manufacturers’ warranties. [redacted]'s warranty states; Upholstered fabrics are warranted against defective material or workmanship for one year form the original date of purchase under normal care and use. This warranty DOES NOT COVER... fading, piling, shrinkage...
and is not valid where there is evidence of heavy soiling or abuse such as chemical treatment, improper cleaning or animal abuse. The Guardsman protection plan does not cover stains or damage caused by animals (beaks, teeth, and claws), except stains caused by a specific incident of pet bodily fluid.Our technician's report states there was damage to the fabric by pet use. We apologize, however this is not covered under either the Mfr Warranty or the Guardsman plan. Please see attached photos. We will not re-upholster or replace this customer's furniture due to these circumstances.