We followed up with Guardsman to check on this customer's claimGuardsman advised us that the customer's repair parts were ordered on November The parts will be sent directly to the customerWhen the parts arrive to the customer, she should call Guardsman to schedule the Guardsman technician to
come back to install themGuardsman is handling this all for the customer
This customer purchased a Tempurpedic Queen mattress and boxspring that was sold to him as clearance and merchandiseThe merchandise was clearly tagged in our storeOur price always note the the merchandise is being sold under a no return / no service conditionIn addition to
this being on the tags, we also print this on the customer's receiptPlease see attached signed sales agreement receipt, We also have these conditions displayed on signs in our clearance centers. The Tempurpedic set this customer purchased has a selling price of $if its purchased from stock and not in an conditionWhen we offer an item for sale in condition we take a substantial mark down on the merchandiseThis customer paid for this set. The "new" designation that the customer refers to on his receipt does not mean that the mattress he purchased was new from stockIt is a designation we put on the sku to note that it was Tempurpedic's new version of the mattress, since they also manufactured it in the past as an older versionWe apologize for any confusion this may have caused. The issue this customer has is that he is not comfortable sleeping on his mattressThis is not considered a manufacturing defectThe other issue he has is the odor of the mattressWe interviewed our sales associate and manager at our Madison store and they both will testify that the odor was discussed at point of sale and that the customer was aware of that condition when he purchased itThis would fall under the condition. We are confident that Steinhafels did not misrepresent the product or deceive the customer in any wayWe will not be offering any returns or refunds on this purchase
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
I sent a complaint last month. The last notice I received was November 27, 2017. The problem with our sofa has not been resolved. A technician came out to fix it. When he left the original side is working for now but the other side he "fixed" came apart. Cannot use the sofa again. (It is a reclining sofa) This is ridiculous. Steinhafel washed their hands about the problem and Guardsman has poor service. I will never use the businesses again. Thank you for assisting with my complaint
Regards,
*** ***
We apologize that calling the mfr did not work well to trouble shoot the problem with the adjustable base. We have left a message with this customer to call us back to schedule a Steinhafels technician to fix the issue.
Due to the amount of issues this customer is experiencing with her leather furniture, we will allow her to return the items for either a credit towards reselection of new furniture, or a refund. A customer service representative will contact her with this resolution.
Revdex.com:I STRONGLY disagree with their response and have also reviewed other complaints that are extremely similar to mine. WHY do they offer a 5 YEAR WARRANTY if the couch isn't supposed to last that long? I am NOT concerned about stains. I am concerned about the BROKEN FRAME-PART OF WHICH BROKE WITHIN WEEKS OF HAVING IT DELIVERED(I attempted to attach original email but not sure if it worked).And I also attempted to get it fixed/replaced in 2013 but was unsuccessful then as well....I was just medically unable to fight for my RIGHTS at that time. Now I am healthier and my warranty is still in effect. Or is it? I GUESS THAT IS THE BIG ??? Steinhafels sells everyone this 5 yr plan but they don't deliver on it. I am a single mother with 2 daughters. As I told the company, it isn't as if the couch was the only piece of furniture we sat on. There is NO excuse for the frame being broken in several spots, the springs being broken, and the frame poking a hole through the fabric (which is the original complaint from 2013). And I'm guessing that no matter what the outcome, I won't get my $60 back. So-even if they absolutely refuse to replace the couch-which is despicable on their part-but no surprise....and I will contact ACLU next...but then I'm guessing (from other complaints) that I wont even receive my $ back for the 'use it or get it bk' warranty. THIS IS SICKENING! THIS COMPANY IS SICKENING!
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We acknowledge that our customer is not happy with how she believes the chairs are wearing. We can only say again, that going by the technician's report, we don't find anything defective or abnormal with the appearance or wear on the chairs. Therefore, we are not going to be able to allow them to be returned.
[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. Please mail to [redacted]
Regards,
[redacted]
We acknowledge this customers complaint and again apologize for delivering him a sofa that he feels was not new. As stated previously we do not deliver used furniture as new to our customers. This was not sold to this customer in an as-is condition. Therefore when he received a product that was not up to manufacturing standards we of course offered to exchange it for him which we did. He also has an option of returning the product to us for a complete refund if he is still not happy with our service. Regarding the new replacement sofa, he did receive new cushions. There is nothing more we can offer this customer outside of the option to return the piece of furniture if he is still not happy with us.
We are sorry that this customer feels this way. When our technician inspected the sofa, here is what he found. The front rail was completely broken and 4 seat springs were no longer attached, 2 of which were stic[redacted] out the bottom of the sofa. The front feet and left side facing arm were also...
broken. The customer's best option would be to re-contact Guardsman to see if they will still cover this.
The actual price before tax this customer is being charged for the 4 piece sectional is $2365.28. There is also an ottoman tray for $94.35, a cocktail ottoman for $434.06, and a Guardsman protection plan for $472.86 on their order. When the 4 piece sectional, ottoman, ottoman tray, and Guardsman plan are added together the total is 3366.54 plus 185.16 sales tax for a total of 3551.70. The customer gave us a $322.64 deposit and the remaining $3229.06 is being financed for the customer. We also are having one of our Madison store managers call the customer to answer any other questions or concerns regarding the order. All items are now in stock and ready to be delivered.
We represent our Guardsman "Don't use, don't lose it" program as follows on our website and in our stores: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 plan. This credit can be used towards a future purchase of any new furniture up to 90 days after your service plan expires, excludes accessories and rugs. http://www.steinhafels.com/service/guardsmanThis customer was issued a gift voucher in June of 2016 for an amount of $236.99. If this customer mails back the voucher, we will accommodate him with a refund. We do not seek to misrepresent this program.He can mail the voucher to;Steinhafels Corporate Office
We again acknowledge this customer's complaint, however we need to state the facts again. The customer took delivery of her sofa over 4 years ago on April 25, 2013. The manufacturer's warranty was one year and ended on April 25, 2014. During that warranty period Steinhafels had no record of any contact from the customer informing us of problems with her sofa. Had our service department had any contact with her, we certainly would have addressed any issues that were covered under the manufacturer's warranty. Regarding the 5 year Guardsman plan the customer refers to, it is not a warranty against a build up of wear and tear. It is protection plan against single incidents of stains and damage. In order to resolve the complaint, we will be refunding the customer the $54.99 plus sales tax she originally paid for the Guardsman plan.
[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]
[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]
We acknowledge your concerns and apologize for the lengthy delay on getting your furniture repaired. Our manufacturer, [redacted] is considered one of our top quality brands. They normally ship to us on a timely basis. We apologize again for the delay. We have asked them to rush the parts to us as...
soon as possible We also apologize that this is running over your Thanksgiving Holiday plans. We appreciate your business and you as a customer. We will notify you as soon as we receive the parts.
Since we were first notified of this first of many complaints from this customer, we have tried to unsuccessfully to get her to call us back and schedule the work for whatever price she feels is fair, no response so far. The initial misunderstanding occurred when the work that was on the...
estimate didn't match what the customer wanted done and we went out and rebid the work which consisted of almost twice the amount of work involved. Our trucks are 30 and 40 years old. Our company is 50 years old this year. If our customers want us to drive bright shiny new and dependable trucks, our hourly rate would probably double.This customer has gone on multiple websites with the same complaints and same wording, so resolution of the problem doesn't seem to be her goal. Regards [redacted]
We followed up with Guardsman to check on this customer's claimGuardsman advised us that the customer's repair parts were ordered on November The parts will be sent directly to the customerWhen the parts arrive to the customer, she should call Guardsman to schedule the Guardsman technician to
come back to install themGuardsman is handling this all for the customer
We will proceed with the inspection under the terms of the manufacturer's warranty as previously stated
This customer purchased a Tempurpedic Queen mattress and boxspring that was sold to him as clearance and merchandiseThe merchandise was clearly tagged in our storeOur price always note the the merchandise is being sold under a no return / no service conditionIn addition to
this being on the tags, we also print this on the customer's receiptPlease see attached signed sales agreement receipt, We also have these conditions displayed on signs in our clearance centers. The Tempurpedic set this customer purchased has a selling price of $if its purchased from stock and not in an conditionWhen we offer an item for sale in condition we take a substantial mark down on the merchandiseThis customer paid for this set. The "new" designation that the customer refers to on his receipt does not mean that the mattress he purchased was new from stockIt is a designation we put on the sku to note that it was Tempurpedic's new version of the mattress, since they also manufactured it in the past as an older versionWe apologize for any confusion this may have caused. The issue this customer has is that he is not comfortable sleeping on his mattressThis is not considered a manufacturing defectThe other issue he has is the odor of the mattressWe interviewed our sales associate and manager at our Madison store and they both will testify that the odor was discussed at point of sale and that the customer was aware of that condition when he purchased itThis would fall under the condition. We are confident that Steinhafels did not misrepresent the product or deceive the customer in any wayWe will not be offering any returns or refunds on this purchase
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
I sent a complaint last month. The last notice I received was November 27, 2017. The problem with our sofa has not been resolved. A technician came out to fix it. When he left the original side is working for now but the other side he "fixed" came apart. Cannot use the sofa again. (It is a reclining sofa) This is ridiculous. Steinhafel washed their hands about the problem and Guardsman has poor service. I will never use the businesses again. Thank you for assisting with my complaint
Regards,
*** ***
I would like isdue resolved and for them to take complaints seriously. I would like piece assembled and a resolution made by contacting me.
We apologize that calling the mfr did not work well to trouble shoot the problem with the adjustable base. We have left a message with this customer to call us back to schedule a Steinhafels technician to fix the issue.
Due to the amount of issues this customer is experiencing with her leather furniture, we will allow her to return the items for either a credit towards reselection of new furniture, or a refund. A customer service representative will contact her with this resolution.
Revdex.com:I STRONGLY disagree with their response and have also reviewed other complaints that are extremely similar to mine. WHY do they offer a 5 YEAR WARRANTY if the couch isn't supposed to last that long? I am NOT concerned about stains. I am concerned about the BROKEN FRAME-PART OF WHICH BROKE WITHIN WEEKS OF HAVING IT DELIVERED(I attempted to attach original email but not sure if it worked).And I also attempted to get it fixed/replaced in 2013 but was unsuccessful then as well....I was just medically unable to fight for my RIGHTS at that time. Now I am healthier and my warranty is still in effect. Or is it? I GUESS THAT IS THE BIG ??? Steinhafels sells everyone this 5 yr plan but they don't deliver on it. I am a single mother with 2 daughters. As I told the company, it isn't as if the couch was the only piece of furniture we sat on. There is NO excuse for the frame being broken in several spots, the springs being broken, and the frame poking a hole through the fabric (which is the original complaint from 2013). And I'm guessing that no matter what the outcome, I won't get my $60 back. So-even if they absolutely refuse to replace the couch-which is despicable on their part-but no surprise....and I will contact ACLU next...but then I'm guessing (from other complaints) that I wont even receive my $ back for the 'use it or get it bk' warranty. THIS IS SICKENING! THIS COMPANY IS SICKENING!
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We acknowledge that our customer is not happy with how she believes the chairs are wearing. We can only say again, that going by the technician's report, we don't find anything defective or abnormal with the appearance or wear on the chairs. Therefore, we are not going to be able to allow them to be returned.
[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. Please mail to [redacted]
Regards,
[redacted]
We acknowledge this customers complaint and again apologize for delivering him a sofa that he feels was not new. As stated previously we do not deliver used furniture as new to our customers. This was not sold to this customer in an as-is condition. Therefore when he received a product that was not up to manufacturing standards we of course offered to exchange it for him which we did. He also has an option of returning the product to us for a complete refund if he is still not happy with our service. Regarding the new replacement sofa, he did receive new cushions. There is nothing more we can offer this customer outside of the option to return the piece of furniture if he is still not happy with us.
We are sorry that this customer feels this way. When our technician inspected the sofa, here is what he found. The front rail was completely broken and 4 seat springs were no longer attached, 2 of which were stic[redacted] out the bottom of the sofa. The front feet and left side facing arm were also...
broken. The customer's best option would be to re-contact Guardsman to see if they will still cover this.
The actual price before tax this customer is being charged for the 4 piece sectional is $2365.28. There is also an ottoman tray for $94.35, a cocktail ottoman for $434.06, and a Guardsman protection plan for $472.86 on their order. When the 4 piece sectional, ottoman, ottoman tray, and Guardsman plan are added together the total is 3366.54 plus 185.16 sales tax for a total of 3551.70. The customer gave us a $322.64 deposit and the remaining $3229.06 is being financed for the customer. We also are having one of our Madison store managers call the customer to answer any other questions or concerns regarding the order. All items are now in stock and ready to be delivered.
We represent our Guardsman "Don't use, don't lose it" program as follows on our website and in our stores: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 plan. This credit can be used towards a future purchase of any new furniture up to 90 days after your service plan expires, excludes accessories and rugs. http://www.steinhafels.com/service/guardsmanThis customer was issued a gift voucher in June of 2016 for an amount of $236.99. If this customer mails back the voucher, we will accommodate him with a refund. We do not seek to misrepresent this program.He can mail the voucher to;Steinhafels Corporate Office
We again acknowledge this customer's complaint, however we need to state the facts again. The customer took delivery of her sofa over 4 years ago on April 25, 2013. The manufacturer's warranty was one year and ended on April 25, 2014. During that warranty period Steinhafels had no record of any contact from the customer informing us of problems with her sofa. Had our service department had any contact with her, we certainly would have addressed any issues that were covered under the manufacturer's warranty. Regarding the 5 year Guardsman plan the customer refers to, it is not a warranty against a build up of wear and tear. It is protection plan against single incidents of stains and damage. In order to resolve the complaint, we will be refunding the customer the $54.99 plus sales tax she originally paid for the Guardsman plan.
To settle this complaint we will contact this customer and offer to repair their furniture at no charge. We apologize that they are having this issue.
[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]
[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]
We acknowledge your concerns and apologize for the lengthy delay on getting your furniture repaired. Our manufacturer, [redacted] is considered one of our top quality brands. They normally ship to us on a timely basis. We apologize again for the delay. We have asked them to rush the parts to us as...
soon as possible We also apologize that this is running over your Thanksgiving Holiday plans. We appreciate your business and you as a customer. We will notify you as soon as we receive the parts.
Since we were first notified of this first of many complaints from this customer, we have tried to unsuccessfully to get her to call us back and schedule the work for whatever price she feels is fair, no response so far. The initial misunderstanding occurred when the work that was on the...
estimate didn't match what the customer wanted done and we went out and rebid the work which consisted of almost twice the amount of work involved. Our trucks are 30 and 40 years old. Our company is 50 years old this year. If our customers want us to drive bright shiny new and dependable trucks, our hourly rate would probably double.This customer has gone on multiple websites with the same complaints and same wording, so resolution of the problem doesn't seem to be her goal. Regards [redacted]