We apologize if we have not responded to this customer's issue with her sofaWe looked on her account and could find no notes or calls to our customer service department letting us know we had an issue we needed to fixWe also looked for emails from [email protected] to our customer
service department and could not find anyIts possible she may have emailed or called an individual at our Appleton store and got no responseIf that was the case, we apologize againWe would have no way of finding a record of thatWe want to get her issue fixed ASAP! We left a message for her today on ###-###-#### to let her know we have her booked for service at her home on Thurs 7/We have also asked our tech to go after noon as she has requestedWe are hoping to hear back from her to confirm this appointment
We apologize for this customers experience with his furniture*** furniture had a one year manufacturer warranty on the sofas this customer purchased. The furniture was delivered to this customer on Sept 11, There is no warranty leftThe Guardsman protection plan protects the
customer against single incident occurrences of accidental damageThis plan did not protect against an accumulation of wear and tear on the furnitureWe will not be able to replace or give this customer any credit for this furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11800924, and
have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have spoken to a customer service manager, but we do not yet have a satisfactory resolution. We are expecting to talk again by end of week.If we can arrive at a resolution that meets with my approval, we can update that complaint again at that time
Regards,
Todd ***
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.]There is no set "guideline" on how to properly file a claim, in my opinion this is a tactic of yet another warranty company trying to find reasons not to pay, I don't want my money back I want my couch fixed, if the Guardsman won't honor then steinhafels should if they are a reputable company and stand behind the products they sell, if they chose to do business with a company that is a bunch of shisters then that should be there problem not mine I deal with warranty companies for a living and if a customer filed there claim wrong as an organaztion we would stand behind our customer and make sure the claim was corrected and handled, we have claims denied all the time, we then call the warranty company and explain the situation to them and get the issue resolved for the customer. I want my couch fixed I don't want a refund, because then if something happens to my couch again I would be screwed once again because I cancelled it
Regards,
*** ***
The actual price before tax this customer is being charged for the piece sectional is $There is also an ottoman tray for $94.35, a cocktail ottoman for $434.06, and a Guardsman protection plan for $on their orderWhen the piece sectional, ottoman, ottoman tray, and Guardsman
plan are added together the total is plus sales tax for a total of The customer gave us a $deposit and the remaining $is being financed for the customerWe also are having one of our Madison store managers call the customer to answer any other questions or concerns regarding the orderAll items are now in stock and ready to be delivered
We apologize for any delays on processing this customers refund check and any inconvenience that was causedHer refund check of $is being processed and will be mailed to her on Thurs 12/The reason we do not give cash refunds in our stores is that we do not keep large amounts of cash in
our storesThe majority of our customers use major credit cards or finance their purchasesFor security purposes we only keep small amounts of cash on premises in our store locationsWe again apologize for this inconvenience
I am not satisfied that I wasted my time and gas going to pick up an item I was told would be available and then when offered delivery
they backed out a hour before delivery and I had to call twice to get a refundMy time and money is important to me and is of value My time , gas and frustration of being lied to needs to be compensated somehow and I DO NOT want a credit to their store!
We will contact this customer and offer to see if a repair can be madeThis item was originally sold as-isWhen a customr purchases merchandise it is sold with no warrantiesIf there would have been a warranty on the piece it would have been for one yearNormally we would not offer the
*** protection plan on a piece of merchandiseHowever, in this case because we did, we will see if we can repair it and if we can't we will offer the customer a refund on the *** plan
We called our customer and worked out a settlement of a refund for the Guardsman PlanHis refund will be for plus sales taxWe apologize he is having these issues
[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 will work, although we are very unhappy with the customer service and will not be returning customers at Steinhafels
Regards,
*** ***
We have had two separate service technicians to this customer's home in the month of January Our first tech visited on Jan and could find no issues or defects with the sofaHe found the cushions feel and up to manufacturer standardsWhen the customer expressed they were not happy
with this finding, we sent a different tech who visited on Jan The second tech also found no defectOne issue he did try to address for customer was her concern that when she sat across two seats she could feel the frameHe explained that's how reclining furniture is built and that you need to sit in one seat at a timeReclining sofas are built in sections and they are connected on a base to form the sofaThis is because they come with a reclining mechanism on each sideWe apologize but we are unable to give this customer a new sofa at this point, which is now months past the original delivery date
We contacted Guardsman to verify what they have offeredGuardsman is offering this customer a credit on her entire bedroom set that she can use towards a new bedroom setSince the original bedroom set is no long available, this is the best option Guardsman can offerIts up to the customer to
contact Guardsman to accept this offer since they are dealing directly with Guardsman in this matterIf this customer is not happy with the settlement they should be filing this complaint against Guardsman and not SteinhafelsThis customer purchased the Guardsman protection plan in case any accidental damage occurred to any part of her bedroom setShe is getting a settlement according to what their protection plan offersGuardsman can only have the customer use what she originally paid for her bedroom set as a credit towards a new setIf there is any price difference in a new set, the customer would be responsible for the differenceNo promise was ever made to this customer that she could pick out a set of her choosing without paying the difference if there was anyPlease see the attached copy of the Guardsman Elite Plan and read under the Service Procedures heading for their terms
We received this customer's photos of the sofaWe are in the process of creating a service order and reaching out to him to schedule a technician to repair the seams which have opened upWe will do this as a courtesy repair at no charge to the customer
On June 8, we approved this customer to reselect a new mattressWe have entered a credit for what she paid for her original mattress that she may use towards her new selectionAll she has to do is go to one of our stores to make her selectionWe thought we had communicated this to her and
apologize for her inconvenience
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 to be NO offer from Steinhafel's The two sofas are NOT peeling from the accumulation of wear and tear but a poor product sold to us by a POOR furniture vendor and salesman who sold us a warranty that doesn't cover anything !!!!!!!!!!!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.]
I have attached my credit card statements in which I initially billed $for the Sofa and ChairThe next statement shows that after my return when I repurchased the Loveseat (which was cheaper in price) and Chair I was charged $which is a difference of $(which includes the $payment that was made on the first statement)These figures do not add up, therefore my return and repurchase needs to again be fully reviewed Regards,
*** ***
We apologize for the experience our customer is having with this purchaseWhile its true that special order purchases are subject to a 34% restocking charge if cancelled by a customer, we will not charge this customer a restocking see if they reselect other merchandiseWe have cancelled their
order per their request and have added notes that no restocking charge will be assessed as long as there is a reselection of other merchandise
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
We apologize if we have not responded to this customer's issue with her sofaWe looked on her account and could find no notes or calls to our customer service department letting us know we had an issue we needed to fixWe also looked for emails from [email protected] to our customer
service department and could not find anyIts possible she may have emailed or called an individual at our Appleton store and got no responseIf that was the case, we apologize againWe would have no way of finding a record of thatWe want to get her issue fixed ASAP! We left a message for her today on ###-###-#### to let her know we have her booked for service at her home on Thurs 7/We have also asked our tech to go after noon as she has requestedWe are hoping to hear back from her to confirm this appointment
We apologize for this customers experience with his furniture*** furniture had a one year manufacturer warranty on the sofas this customer purchased. The furniture was delivered to this customer on Sept 11, There is no warranty leftThe Guardsman protection plan protects the
customer against single incident occurrences of accidental damageThis plan did not protect against an accumulation of wear and tear on the furnitureWe will not be able to replace or give this customer any credit for this furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11800924, and
have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have spoken to a customer service manager, but we do not yet have a satisfactory resolution. We are expecting to talk again by end of week.If we can arrive at a resolution that meets with my approval, we can update that complaint again at that time
Regards,
Todd ***
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.]There is no set "guideline" on how to properly file a claim, in my opinion this is a tactic of yet another warranty company trying to find reasons not to pay, I don't want my money back I want my couch fixed, if the Guardsman won't honor then steinhafels should if they are a reputable company and stand behind the products they sell, if they chose to do business with a company that is a bunch of shisters then that should be there problem not mine I deal with warranty companies for a living and if a customer filed there claim wrong as an organaztion we would stand behind our customer and make sure the claim was corrected and handled, we have claims denied all the time, we then call the warranty company and explain the situation to them and get the issue resolved for the customer. I want my couch fixed I don't want a refund, because then if something happens to my couch again I would be screwed once again because I cancelled it
Regards,
*** ***
Today we emailed this customer and offered to allow them to either exchange the sofa for the same style or re-select a different style
The actual price before tax this customer is being charged for the piece sectional is $There is also an ottoman tray for $94.35, a cocktail ottoman for $434.06, and a Guardsman protection plan for $on their orderWhen the piece sectional, ottoman, ottoman tray, and Guardsman
plan are added together the total is plus sales tax for a total of The customer gave us a $deposit and the remaining $is being financed for the customerWe also are having one of our Madison store managers call the customer to answer any other questions or concerns regarding the orderAll items are now in stock and ready to be delivered
We apologize for any delays on processing this customers refund check and any inconvenience that was causedHer refund check of $is being processed and will be mailed to her on Thurs 12/The reason we do not give cash refunds in our stores is that we do not keep large amounts of cash in
our storesThe majority of our customers use major credit cards or finance their purchasesFor security purposes we only keep small amounts of cash on premises in our store locationsWe again apologize for this inconvenience
I am not satisfied that I wasted my time and gas going to pick up an item I was told would be available and then when offered delivery
they backed out a hour before delivery and I had to call twice to get a refundMy time and money is important to me and is of value My time , gas and frustration of being lied to needs to be compensated somehow and I DO NOT want a credit to their store!
The delivery fee of was refunded to this customer today
We will contact this customer and offer to see if a repair can be madeThis item was originally sold as-isWhen a customr purchases merchandise it is sold with no warrantiesIf there would have been a warranty on the piece it would have been for one yearNormally we would not offer the
*** protection plan on a piece of merchandiseHowever, in this case because we did, we will see if we can repair it and if we can't we will offer the customer a refund on the *** plan
We called our customer and worked out a settlement of a refund for the Guardsman PlanHis refund will be for plus sales taxWe apologize he is having these issues
[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 will work, although we are very unhappy with the customer service and will not be returning customers at Steinhafels
Regards,
*** ***
We have had two separate service technicians to this customer's home in the month of January Our first tech visited on Jan and could find no issues or defects with the sofaHe found the cushions feel and up to manufacturer standardsWhen the customer expressed they were not happy
with this finding, we sent a different tech who visited on Jan The second tech also found no defectOne issue he did try to address for customer was her concern that when she sat across two seats she could feel the frameHe explained that's how reclining furniture is built and that you need to sit in one seat at a timeReclining sofas are built in sections and they are connected on a base to form the sofaThis is because they come with a reclining mechanism on each sideWe apologize but we are unable to give this customer a new sofa at this point, which is now months past the original delivery date
We contacted Guardsman to verify what they have offeredGuardsman is offering this customer a credit on her entire bedroom set that she can use towards a new bedroom setSince the original bedroom set is no long available, this is the best option Guardsman can offerIts up to the customer to
contact Guardsman to accept this offer since they are dealing directly with Guardsman in this matterIf this customer is not happy with the settlement they should be filing this complaint against Guardsman and not SteinhafelsThis customer purchased the Guardsman protection plan in case any accidental damage occurred to any part of her bedroom setShe is getting a settlement according to what their protection plan offersGuardsman can only have the customer use what she originally paid for her bedroom set as a credit towards a new setIf there is any price difference in a new set, the customer would be responsible for the differenceNo promise was ever made to this customer that she could pick out a set of her choosing without paying the difference if there was anyPlease see the attached copy of the Guardsman Elite Plan and read under the Service Procedures heading for their terms
We received this customer's photos of the sofaWe are in the process of creating a service order and reaching out to him to schedule a technician to repair the seams which have opened upWe will do this as a courtesy repair at no charge to the customer
On June 8, we approved this customer to reselect a new mattressWe have entered a credit for what she paid for her original mattress that she may use towards her new selectionAll she has to do is go to one of our stores to make her selectionWe thought we had communicated this to her and
apologize for her inconvenience
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 to be NO offer from Steinhafel's The two sofas are NOT peeling from the accumulation of wear and tear but a poor product sold to us by a POOR furniture vendor and salesman who sold us a warranty that doesn't cover anything !!!!!!!!!!!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.]
I have attached my credit card statements in which I initially billed $for the Sofa and ChairThe next statement shows that after my return when I repurchased the Loveseat (which was cheaper in price) and Chair I was charged $which is a difference of $(which includes the $payment that was made on the first statement)These figures do not add up, therefore my return and repurchase needs to again be fully reviewed Regards,
*** ***
We apologize for the experience our customer is having with this purchaseWhile its true that special order purchases are subject to a 34% restocking charge if cancelled by a customer, we will not charge this customer a restocking see if they reselect other merchandiseWe have cancelled their
order per their request and have added notes that no restocking charge will be assessed as long as there is a reselection of other merchandise