[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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
The delivery charge would be $109.95, not $Because the customer did not pay for delivery on the original sale and opted to pick up their purchase, there would be a delivery chargeIf someone at Guardsman told the customer that it was free delivery, they may not have known that the customer
didn't pay for delivery in the first placeTo settle this, we will approve splitting the delivery charge and making it $We have added these notes to the customer's account
[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,
*** *
We apologize again for this customers experience and acknowledge his concernWe must repeat however that *** furniture has a one year manufacturer warranty on the sofas this customer purchased. This customer's furniture was delivered to him on Sept 11, The 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 furniture nor did it cover any cracking or peeling of leather material
[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 meI have yet to make a service appointment with the company but i'm sure we will come to a resolution with that part.
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Themain issue we have with this is when we bought the sofa we were told it would look spectacular and wear extremely well for years down the roadWe spent the extra money on the couch and have had many family and friends tell us how awful it looks for one year old and that we should replace itWe are obviously upset with its appearance and we flip our cushions and fluff them ever week and they go right back to the appearance in the pictures I attached after someone sits downWe are upset that we got sold something that is not what the salesman said it would be, even with the polyester fabric and down cores we were assured this would be a piece that would lastWe had the cushions replaced once and the problem is still present I have had lane furniture with down cores and was a deep sitting couch and never had this problem.I don't know what else to suggest at this point besides a return or store credit because even by having the cushions fixed we are still running into the same problemI cannot see investing any more money into a couch where we already spend a good deal of money and with an unbacked guarantee on the new cushions, with all due respectIt also doesn't help our issue with the back support cushions that won't hold their shape, or would those be an additional fee as well? Again, can't see investing more money in this when I don't trust the quality. We have been working on issue after issue since day one, as we were told it would take some time for the feathers to stop coming out, thus going over the day return periodWe were again led on by the sales staff to not return it and wereally assured we would work through any issuesCoach has had too many issues and we are sick of dealing with it.Again, not sure where to go from here since our view on the quality of this couch seems to be quite differentThe Madison sales staff should be ashamed of doing business this way.
Regards,
*** ***
This customer is correct that our website listing did not mention that the entertainment center is a "customer must assemble" itemWe apologize for this and
thank her for the feedbackWe are correcting the listing and looking through our entire assortment to make sure its noted where necessaryOur store manager offered this customer assembly, set up and free delivery if she would want to reinstate her orderWe normally would charge $for deliveryThis offer still stands if she would like to purchase the entertainment centerShe canceled her order as she states on 11/
[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 meI am just waiting for confirmation from them as to what is being done since the couch is part of a set
Regards,
*** ***
Again, we apologize that this customer's claim was denied by GuardsmanWe acknowledge this customers frustration with this situation, but we must emphasize again that we do not have the ability to get this decision overturned by GuardsmanThis leaves us with the only option of refunding the $the customer paid for the protection planWe can do this if the customer will agree to itThe customer is also welcome to call Guardsman and appeal the original decisionThis is Guardsman turning down the claim not Steinhafels The only thing we can offer is the refund. On Oct 12, this customer's claim for damage on their leather furniture was denied by Guardsman due to how it was reported to themWhen asked what happened and how it happened, the customer reported that they noticed an area that had lightened up on their sofa and were no sure what caused itSince Guardsman doesn't cover against color loss on leather, the claim was deniedUnfortunately, Guardsman will not allow the same claim to be filed again with a different reason for the damage if it was already deniedWe apologize that it was denied, but we have no recourse with Guardsman to make them reverse a decisionWe are still willing to refund the $the customer paid for their protection planAttached is a copy of the plan that was mailed to the customer after they took delivery of their furnitureIt explains what is and is not covered under the plan
On Oct 12, this customer's claim for damage on their leather furniture was denied by Guardsman due to how it was reported to themWhen asked what happened and how it happened, the customer reported that they noticed an area that had lightened up on their sofa and were no sure what caused it
Since Guardsman doesn't cover against color loss on leather, the claim was deniedUnfortunately, Guardsman will not allow the same claim to be filed again with a different reason for the damage if it was already deniedWe apologize that it was denied, but we have no recourse with Guardsman to make them reverse a decisionWe are still willing to refund the $the customer paid for their protection planAttached is a copy of the plan that was mailed to the customer after they took delivery of their furnitureIt explains what is and is not covered under the plan
We apologize for the delay on getting the parts orderedThe proper repair parts are now ordered and we will notify this customer when they arriveThis customer has not paid us for any repairs or parts at this time, however because of the delay we will not be charging this customer for the parts or
the repairWe would not be able to replace the furniture for them however since it is years old
Even though our first service technician found this customer's special order sectional to be factory standard, we have contacted the customer and set up a different technician for a second opinionWe did not have the footrest issue this customer speaks of in our first service order, so we have
informed the second technician of this as wellWith modular motion furniture there will be some gaps between the sections as well as some minor height variations due to the movement of the piecesThis is more noticeable on the frame when viewing it from behindThis customer is exposing part of the back across her room instead of having it all against a wallEven if a new piece was ordered, it would come the exact same way
The Guardsman rebate certificate was processed for this customer on 12/12/From there it goes to our mail house to get sent to the customerThis customer should be receiving it any time nowThe amount of the certificate is $The customer can come to any of our store locations to use this
towards a purchase before they receive it if they likeAll they have to do is see a manager and they will look it up for them
We understand the customer's concerns, however we have addressed them by advising that their sofa is behaving the way it normally would with the type of cushion core that it was manufactured withWe have offered to change out their cores with firmer material and have also advised them of the cost for thisBecause of the nature of foam cores wrapped in down feathers, they have to be fluffed up from time to time after the sofa has been usedThis is very typical and for this style
[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,
Ronald ***
We apologize to this customer for any inconvenienceWe calculated the sale prices she received on the furniture she re-selected on 4/24/and find that she received a discount that was as good or better than the discount we offered when she made her original purchase on 4/9/During the
original sale we offered 30% off plus and an additional 15% with a $couponThe regular price on the furniture she re-selected on 4/24/was $Taking 30% off made it Then, taking an additional 15% off made it $Then, applying the $coupon took it to $The customer actually paid $for the furnitureShe also purchased a Guardsman year Protection plan for $Therefor we find that she did receive the same sale offer as on her original saleWe also verified this with our Appleton store management staff
[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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
The delivery charge would be $109.95, not $Because the customer did not pay for delivery on the original sale and opted to pick up their purchase, there would be a delivery chargeIf someone at Guardsman told the customer that it was free delivery, they may not have known that the customer
didn't pay for delivery in the first placeTo settle this, we will approve splitting the delivery charge and making it $We have added these notes to the customer's account
This customer was able to pick up her furniture from our warehouse on June 29thWe apologize for the delays
[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,
*** *
We apologize again for this customers experience and acknowledge his concernWe must repeat however that *** furniture has a one year manufacturer warranty on the sofas this customer purchased. This customer's furniture was delivered to him on Sept 11, The 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 furniture nor did it cover any cracking or peeling of leather material
[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 meI have yet to make a service appointment with the company but i'm sure we will come to a resolution with that part.
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Themain issue we have with this is when we bought the sofa we were told it would look spectacular and wear extremely well for years down the roadWe spent the extra money on the couch and have had many family and friends tell us how awful it looks for one year old and that we should replace itWe are obviously upset with its appearance and we flip our cushions and fluff them ever week and they go right back to the appearance in the pictures I attached after someone sits downWe are upset that we got sold something that is not what the salesman said it would be, even with the polyester fabric and down cores we were assured this would be a piece that would lastWe had the cushions replaced once and the problem is still present I have had lane furniture with down cores and was a deep sitting couch and never had this problem.I don't know what else to suggest at this point besides a return or store credit because even by having the cushions fixed we are still running into the same problemI cannot see investing any more money into a couch where we already spend a good deal of money and with an unbacked guarantee on the new cushions, with all due respectIt also doesn't help our issue with the back support cushions that won't hold their shape, or would those be an additional fee as well? Again, can't see investing more money in this when I don't trust the quality. We have been working on issue after issue since day one, as we were told it would take some time for the feathers to stop coming out, thus going over the day return periodWe were again led on by the sales staff to not return it and wereally assured we would work through any issuesCoach has had too many issues and we are sick of dealing with it.Again, not sure where to go from here since our view on the quality of this couch seems to be quite differentThe Madison sales staff should be ashamed of doing business this way.
Regards,
*** ***
This customer is correct that our website listing did not mention that the entertainment center is a "customer must assemble" itemWe apologize for this and
thank her for the feedbackWe are correcting the listing and looking through our entire assortment to make sure its noted where necessaryOur store manager offered this customer assembly, set up and free delivery if she would want to reinstate her orderWe normally would charge $for deliveryThis offer still stands if she would like to purchase the entertainment centerShe canceled her order as she states on 11/
[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 meI am just waiting for confirmation from them as to what is being done since the couch is part of a set
Regards,
*** ***
Again, we apologize that this customer's claim was denied by GuardsmanWe acknowledge this customers frustration with this situation, but we must emphasize again that we do not have the ability to get this decision overturned by GuardsmanThis leaves us with the only option of refunding the $the customer paid for the protection planWe can do this if the customer will agree to itThe customer is also welcome to call Guardsman and appeal the original decisionThis is Guardsman turning down the claim not Steinhafels The only thing we can offer is the refund. On Oct 12, this customer's claim for damage on their leather furniture was denied by Guardsman due to how it was reported to themWhen asked what happened and how it happened, the customer reported that they noticed an area that had lightened up on their sofa and were no sure what caused itSince Guardsman doesn't cover against color loss on leather, the claim was deniedUnfortunately, Guardsman will not allow the same claim to be filed again with a different reason for the damage if it was already deniedWe apologize that it was denied, but we have no recourse with Guardsman to make them reverse a decisionWe are still willing to refund the $the customer paid for their protection planAttached is a copy of the plan that was mailed to the customer after they took delivery of their furnitureIt explains what is and is not covered under the plan
On Oct 12, this customer's claim for damage on their leather furniture was denied by Guardsman due to how it was reported to themWhen asked what happened and how it happened, the customer reported that they noticed an area that had lightened up on their sofa and were no sure what caused it
Since Guardsman doesn't cover against color loss on leather, the claim was deniedUnfortunately, Guardsman will not allow the same claim to be filed again with a different reason for the damage if it was already deniedWe apologize that it was denied, but we have no recourse with Guardsman to make them reverse a decisionWe are still willing to refund the $the customer paid for their protection planAttached is a copy of the plan that was mailed to the customer after they took delivery of their furnitureIt explains what is and is not covered under the plan
We apologize for the delay on getting the parts orderedThe proper repair parts are now ordered and we will notify this customer when they arriveThis customer has not paid us for any repairs or parts at this time, however because of the delay we will not be charging this customer for the parts or
the repairWe would not be able to replace the furniture for them however since it is years old
Even though our first service technician found this customer's special order sectional to be factory standard, we have contacted the customer and set up a different technician for a second opinionWe did not have the footrest issue this customer speaks of in our first service order, so we have
informed the second technician of this as wellWith modular motion furniture there will be some gaps between the sections as well as some minor height variations due to the movement of the piecesThis is more noticeable on the frame when viewing it from behindThis customer is exposing part of the back across her room instead of having it all against a wallEven if a new piece was ordered, it would come the exact same way
The Guardsman rebate certificate was processed for this customer on 12/12/From there it goes to our mail house to get sent to the customerThis customer should be receiving it any time nowThe amount of the certificate is $The customer can come to any of our store locations to use this
towards a purchase before they receive it if they likeAll they have to do is see a manager and they will look it up for them
We understand the customer's concerns, however we have addressed them by advising that their sofa is behaving the way it normally would with the type of cushion core that it was manufactured withWe have offered to change out their cores with firmer material and have also advised them of the cost for thisBecause of the nature of foam cores wrapped in down feathers, they have to be fluffed up from time to time after the sofa has been usedThis is very typical and for this style
[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,
Ronald ***
I would like for my living room furniture to be repaired or replaced and would like a refund for the bedroom furniture Thank you!
We apologize to this customer for any inconvenienceWe calculated the sale prices she received on the furniture she re-selected on 4/24/and find that she received a discount that was as good or better than the discount we offered when she made her original purchase on 4/9/During the
original sale we offered 30% off plus and an additional 15% with a $couponThe regular price on the furniture she re-selected on 4/24/was $Taking 30% off made it Then, taking an additional 15% off made it $Then, applying the $coupon took it to $The customer actually paid $for the furnitureShe also purchased a Guardsman year Protection plan for $Therefor we find that she did receive the same sale offer as on her original saleWe also verified this with our Appleton store management staff