We spoke to this customer on July 21, 2015 and responded to her concerns by letting her know that the Guardsman 5 year furniture protection plan covers accidental incidents of a single nature, such as rips tears stains and burns. It doesn't cover overall wear and tear or an accumulation of wear such...
as what she is describing on the seat cushions. Regarding the manufacturers warranty, we advised her that her foam cushion cores have a 5 yr warranty and we would be able to replace those for her at no cost. The fabric carried a one year warranty. Her furniture was delivered to her 11/13/2012. For reference, see the King Hickory Manufacturer's warranty below. Also the Guardsman 5 yr plan is mailed to every customer who purchases the plan. For reference, here is the link to what is mailed to our customers outlining the plan; https://apps.steinhafels.com/Sample-Elite.pdfWe can offer service and repair for this customer according to the manufacturer warranty. For items that are outside of the warranty, repairs and parts would be at the customer's expense. WarrKing Hickory’s warranty is only for the original purchaser of the item. They warrant theindividual furniture components to be free of defects in material and workmanship for thelength of time specified. It applies under conditions of normal household usage and does notapply to defects resulting form shipment, alterations, storage, negligence, misuse, accidents,or commercial use. Under the terms of their limited warranty they retain the option to repairor replace the defective items.Frame Limited Lifetime Springs 5 YearsThe hardwood frame and 8-way hand-tied springs are warranted against breakage due todefective material or workmanship from the original date of purchase and life of the originalfabric. Legs are warranted for 30 days from receipt of original product. Normal softening ofsprings WILL happen over time and usage; this is not considered a defect.Seat Cushions 5 Years Back Cushions 2 YearsSeat cushions are warranted for five years and back cushions for two years from the originaldate of purchase against loss of resiliency. Loss of resiliency should not be confused with aslight softening and flattening of the polyester fiber and foam that will occur as a result ofnormal usage and again. Turning the cushions weekly and fluffing the backs will add yearsof life to the cushions.Sleep Sofa/ Swivel Mechs 2 Years Sleep Sofa Mattresses 5 Years The Sleeper Mechs and Swivels Mechs are warranted to be free of defects for 2 years fromthe original date of purchase. This warranty does not include bent tubing, stretched helicals,or torn decking. Mattress are warranted to be free of defects for 5 years form the originaldate of purchase.Fabric 1 Year Leather NOT WARRANTEDUpholstered fabrics are warranted against defective material or workmanship for one yearform the original date of purchase under normal care and use. This warranty DOES NOTCOVER... fading, piling, shrinkage and is not valid where there is evidence of heavy soilingor abuse such as chemical treatment, improper cleaning or animal abuse. Leather is NOTwarranted due to natural dye lot variations and will fade if exposed to direct sunlight.
My only goal was to have the trees trimmed from my driveway so in front, it wouldn't overhang my car and in the back, my house. In fact, as [redacted] may have told you, I have used your company before and had good results. I must, however, take issue with a few things: I only called Revdex.com when I tired of calling your company and no one called me back. In fact, in my last message to [redacted], I warned that I would seek resolution with Revdex.com if I did not hear back. No one called. Also, I was completely clear during the bidding process on what I was looking for: I told the bidder that the neighbor's front tree drops sap. I told her they put coats on their cars during that season; I wanted to simply trim the ends of the branches away from my driveway, all the way up, naturally, or it would still drop sap on my car. In the back, their tree hangs over my house. I made it clear I wanted the branches cut so it doesn't. I said cut it back a few feet, and a few feet happens to be the fence line. Further, of course I talked to my neighbor about my intentions! How the heck do you think they knew to call you to work on their tree? About the review: everything I wrote is 100% accurate. I can easily amend that review if you make things right by doing the job for the price we agreed on. If your bidder did a poor job, that is between you and her.
We make every effort to give our customers accurate ETA's for merchandise arrivals. We work hard to expedite shipping and have nothing to gain by delaying delivery to our customers. We understand the customer's concerns and acknowledge and apologize for their frustration. We will continue to make every effort to get the merchandise here from the manufacturer. This customer is welcome to schedule a delivery for the in stock items and when the cushions and top come in, we can deliver those on a second trip.
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.
Attached is the original complaint that was submitted to Guardsman. The cracking/peeling bonded leather is only part of the issue. The frame of the sectional is also broken in more than 1 place (I provided pictures). Guardsman claims that they WOULD cover the broken frame, but that I did not file the signed paperwork to them my mail in their required time frame. The printed paperwork clearly states that I have 30 days to submit the paperwork. This form is generated by completing the online form. I completed the forms online on 3/23/2016. I mailed the forms to Guardsman on 3/24/2016. Guardsman confirmed receipt of the forms on 3/29/2016. Guardsman claims I only had 30 days from my initial phone call (2/26/2016) to submit all paperwork to them. They claim it was received on 3/29/2016--6 days in the mail from Wisconsin to Michigan (I find that convenient for them). My complaint has been that no where on the forms or the email did Guardsman say that I had 30 days to have the paperwork in their office from the day I called them. They count the day I called them as day 1. I did not submit paperwork that day. I was told I would need to fill out their claim form which they would email to me. They sent the forms after 5pm on a Friday. The deadline was not on any forms until I filled out the online forms (on 3/23/2016). They confirmed receipt on 3/29/2016 (7 days later). Interesting that Steinhafels is willing to refund the amount that I paid for their protection plan, which very clearly states on the receipt is a "5 YEAR PROTECTION PLAN." Now they claim that there is only a 1-year warranty, misleading to be selling a 5-year protection plan if they only want to cover a year. I would NEVER had made this purchase knowing what I now know about Steinhafels.
Regards,
[redacted]
While we acknowledge this customers complaint, he is incorrect when he says we made up the definition of "new" on his sales order. Again, the designation of new next to this product sku denotes that it is the manufacturer's new version of the mattress. We do not sell as-is product as new merchandise. Its explained on the tags that the one the customer is looking at is the one they will be receiving, thus it is as-is merchandise. We also state on the price tags it could be a floor model or a return as well. Its up to the customer if he is willing to accept the product in the as-is condition. This customer agreed to purchase it and the previously attached signed copy of the sales agreement shows that.
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.I am happy to have inspection , the first time they offered back in April, they told me unless I pay to have professionally cleaned ($200 was the cheapest I could find- Chem Dry Madison WI)warranty will not up held anyway. no matter if they did find it defective. I didn't see the purpose in taking time off work to meet someone for an inspection when it was not going to be beneficial to me, my time is worth more than that.
I did agree to the inspection today, however my issue is nothing relating to surface of mattress, I understand the wording, but that wording will never hold up in court.
The mattress is unusable due to the fact that you are sleeping on springs and hard spots. They will continue to get away with this if someone doesn't stand up. It was a big purchase for me and I am very disappointed.
My issue is that the wording on the warranty excludes a high number of mattresses being handled by the store or manufacture if defective, because life happens their negligence is overlooked, not fair. That's like saying there is a warranty on a your carpet pad, but not if the carpet has hair or dust on it. Makes no sense.
Regards,[redacted]
Business Bureau:
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.] As you can see the frame is clearly visible threw the fabric on the arms of the chairs. ALSO I CAN'T BELIEVE THE FACTORY OR STEINHAFELS WOULD SELL OR BUY A CHAIR THAT'S WILL LOOK 10 YEARS OLD AFTER ONLY 4 MONTHS. I also worked in an upholstery shop for several years and I asure you that any fabric and padding that looked like these two chairs after just 4 months would be considered junk.
Regards,
Ninna [redacted]
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.
Steinhafels already came and looked at the problem. A brand new chair, should not come with seam either ripped out or not completed. The fix, should not cause gapping in the material. My concern is now, they are coming out, will rip out the original repair, and then re-sew it. I did not order a brand new chair to spend all this time having it repaired. I think the chair originally should have been replaced. Now, it will 6 weeks since we received the chair and then another 6 weeks to order a new one.
Regards,
[redacted]
We
apologize to our customer for the inconvenience of waiting for their order. Arrival
dates are based on the latest shipping information from the
manufacturer. Their delays are frustrating when they occur and they
happen for many reasons. We are in regular communication with the...
manufacturers and work hard to expedite shipping. We will continue the
weekly emails to them until their sofa arrives. As soon as that happens
we will notify them. Our goal is for our customers to enjoy their new furniture as soon as
possible. We have already refunded their delivery charge for the delay.
[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]
The Guardsman protection plan this customer purchased in Feb 2014 does not cover cracking or peeling of bonded leather material. The manufacturer offered a 1 year warranty on this customer's furniture. We apologize for this customer's experience, however we can not offer a credit for the furniture....
On April 4, 2016 we did have a customer service representative try to call this customer to offer to refund the $156 they paid for the Guardsman plan. The representative left a message for the customer. We apologize again if they did not receive this message. The offer to refund their Guardsman plan is still an option for this customer.
We apologize again if this sounds repetitive or scripted, but this is our consistent position in this matter. We pride ourselves in providing outstanding customer service under our manufacturer's warranties. This customer purchased furniture on 9/13/2014 and took delivery on
11/10/2014. The furniture is manufactured by [redacted]. This North
Carolina manufacturer is a reputable maker of fine furniture that
Steinhafels has been doing business with for over 40 years. Steinhafels
strictly adheres to manufacturers’ warranties. Manufacturers'
warranties cover against manufacturing defects but they do not cover
against wear, tear, or damage. King
Hickory's warranty on fabric 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.This customer
first reported snagging and threads pulling up on 10/21/15. Our
service technician visited this customers home on 10/27/15. His
inspection report stated there was damage to the fabric on every seat
and inside back pillow by possible pet use. The furniture is being used
in some way to cause this. We have had no other reports of anything
like this on the other same sectional groups we have sold in the past 14
months. 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. Please see attached photos
We Trimmed Mrs. [redacted] trees on Saturday April 1st (different crew) , all seems to have went well. Thank you for your help in this matter . [redacted]
To resolve your complaint, we will allow you to use your Guardsman certificate on accessories and rugs as well as furniture. See a manager in the store you shop in if there are any issues with this. We have added notes to your 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This individual is referring to an As-Is sofa purchase they made in Oct 2015. The item was purchased by them out of one of our clearance centers. It was clearly disclosed on the price tag and on their receipt that they were purchasing the sofa in an as-is condition with NO SERVICE / NO HOLDS / NO...
RETURN / NO WARRANTY. We offer service on out of warranty items for a $59.99 trip charge and a $65 repair fee. This option was offered to this individual but they declined. We researched their claim with the sales associate who entered their purchase, and he claims he never made a verbal or written promise of a warranty on this sale since he is a manager in our company and is aware of our policy on as-is clearance center furniture. If this customer would like to send us photos of the condition of their furniture and where the seam is opening up, we can assess the problem and decide what options we can offer them. They can send photos to [email protected]. The customer also should also give us their customer code off their receipt on the email.
We apologize to this customer for the length of time Guardsman took to process her claim for her chair. Her electric power mechanism was covered under the 5 year Guardsman protection plan she purchased when she bought her chair. Guardsman is providing the repair and the part. The part just arrived...
and was sent via UPS to her residence on Sept 12. When she receives the part she will need to contact Guardsman to have them send their technician to install it. We again apologize for the time Guardsman taking to to repair her chair. We realize how important this chair is to her.
We apologize for this customer's experience. Her order was canceled on 6/30/16 at her request and the $183.46 was refunded to her on her Mastercard on 7/1/16.
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. I still expect that all items will be shipped as promised.
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 spoke to this customer on July 21, 2015 and responded to her concerns by letting her know that the Guardsman 5 year furniture protection plan covers accidental incidents of a single nature, such as rips tears stains and burns. It doesn't cover overall wear and tear or an accumulation of wear such...
as what she is describing on the seat cushions. Regarding the manufacturers warranty, we advised her that her foam cushion cores have a 5 yr warranty and we would be able to replace those for her at no cost. The fabric carried a one year warranty. Her furniture was delivered to her 11/13/2012. For reference, see the King Hickory Manufacturer's warranty below. Also the Guardsman 5 yr plan is mailed to every customer who purchases the plan. For reference, here is the link to what is mailed to our customers outlining the plan; https://apps.steinhafels.com/Sample-Elite.pdfWe can offer service and repair for this customer according to the manufacturer warranty. For items that are outside of the warranty, repairs and parts would be at the customer's expense. WarrKing Hickory’s warranty is only for the original purchaser of the item. They warrant theindividual furniture components to be free of defects in material and workmanship for thelength of time specified. It applies under conditions of normal household usage and does notapply to defects resulting form shipment, alterations, storage, negligence, misuse, accidents,or commercial use. Under the terms of their limited warranty they retain the option to repairor replace the defective items.Frame Limited Lifetime Springs 5 YearsThe hardwood frame and 8-way hand-tied springs are warranted against breakage due todefective material or workmanship from the original date of purchase and life of the originalfabric. Legs are warranted for 30 days from receipt of original product. Normal softening ofsprings WILL happen over time and usage; this is not considered a defect.Seat Cushions 5 Years Back Cushions 2 YearsSeat cushions are warranted for five years and back cushions for two years from the originaldate of purchase against loss of resiliency. Loss of resiliency should not be confused with aslight softening and flattening of the polyester fiber and foam that will occur as a result ofnormal usage and again. Turning the cushions weekly and fluffing the backs will add yearsof life to the cushions.Sleep Sofa/ Swivel Mechs 2 Years Sleep Sofa Mattresses 5 Years The Sleeper Mechs and Swivels Mechs are warranted to be free of defects for 2 years fromthe original date of purchase. This warranty does not include bent tubing, stretched helicals,or torn decking. Mattress are warranted to be free of defects for 5 years form the originaldate of purchase.Fabric 1 Year Leather NOT WARRANTEDUpholstered fabrics are warranted against defective material or workmanship for one yearform the original date of purchase under normal care and use. This warranty DOES NOTCOVER... fading, piling, shrinkage and is not valid where there is evidence of heavy soilingor abuse such as chemical treatment, improper cleaning or animal abuse. Leather is NOTwarranted due to natural dye lot variations and will fade if exposed to direct sunlight.
My only goal was to have the trees trimmed from my driveway so in front, it wouldn't overhang my car and in the back, my house. In fact, as [redacted] may have told you, I have used your company before and had good results. I must, however, take issue with a few things: I only called Revdex.com when I tired of calling your company and no one called me back. In fact, in my last message to [redacted], I warned that I would seek resolution with Revdex.com if I did not hear back. No one called. Also, I was completely clear during the bidding process on what I was looking for: I told the bidder that the neighbor's front tree drops sap. I told her they put coats on their cars during that season; I wanted to simply trim the ends of the branches away from my driveway, all the way up, naturally, or it would still drop sap on my car. In the back, their tree hangs over my house. I made it clear I wanted the branches cut so it doesn't. I said cut it back a few feet, and a few feet happens to be the fence line. Further, of course I talked to my neighbor about my intentions! How the heck do you think they knew to call you to work on their tree? About the review: everything I wrote is 100% accurate. I can easily amend that review if you make things right by doing the job for the price we agreed on. If your bidder did a poor job, that is between you and her.
We make every effort to give our customers accurate ETA's for merchandise arrivals. We work hard to expedite shipping and have nothing to gain by delaying delivery to our customers. We understand the customer's concerns and acknowledge and apologize for their frustration. We will continue to make every effort to get the merchandise here from the manufacturer. This customer is welcome to schedule a delivery for the in stock items and when the cushions and top come in, we can deliver those on a second trip.
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.
Attached is the original complaint that was submitted to Guardsman. The cracking/peeling bonded leather is only part of the issue. The frame of the sectional is also broken in more than 1 place (I provided pictures). Guardsman claims that they WOULD cover the broken frame, but that I did not file the signed paperwork to them my mail in their required time frame. The printed paperwork clearly states that I have 30 days to submit the paperwork. This form is generated by completing the online form. I completed the forms online on 3/23/2016. I mailed the forms to Guardsman on 3/24/2016. Guardsman confirmed receipt of the forms on 3/29/2016. Guardsman claims I only had 30 days from my initial phone call (2/26/2016) to submit all paperwork to them. They claim it was received on 3/29/2016--6 days in the mail from Wisconsin to Michigan (I find that convenient for them). My complaint has been that no where on the forms or the email did Guardsman say that I had 30 days to have the paperwork in their office from the day I called them. They count the day I called them as day 1. I did not submit paperwork that day. I was told I would need to fill out their claim form which they would email to me. They sent the forms after 5pm on a Friday. The deadline was not on any forms until I filled out the online forms (on 3/23/2016). They confirmed receipt on 3/29/2016 (7 days later). Interesting that Steinhafels is willing to refund the amount that I paid for their protection plan, which very clearly states on the receipt is a "5 YEAR PROTECTION PLAN." Now they claim that there is only a 1-year warranty, misleading to be selling a 5-year protection plan if they only want to cover a year. I would NEVER had made this purchase knowing what I now know about Steinhafels.
Regards,
[redacted]
While we acknowledge this customers complaint, he is incorrect when he says we made up the definition of "new" on his sales order. Again, the designation of new next to this product sku denotes that it is the manufacturer's new version of the mattress. We do not sell as-is product as new merchandise. Its explained on the tags that the one the customer is looking at is the one they will be receiving, thus it is as-is merchandise. We also state on the price tags it could be a floor model or a return as well. Its up to the customer if he is willing to accept the product in the as-is condition. This customer agreed to purchase it and the previously attached signed copy of the sales agreement shows that.
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.I am happy to have inspection , the first time they offered back in April, they told me unless I pay to have professionally cleaned ($200 was the cheapest I could find- Chem Dry Madison WI)warranty will not up held anyway. no matter if they did find it defective. I didn't see the purpose in taking time off work to meet someone for an inspection when it was not going to be beneficial to me, my time is worth more than that.
I did agree to the inspection today, however my issue is nothing relating to surface of mattress, I understand the wording, but that wording will never hold up in court.
The mattress is unusable due to the fact that you are sleeping on springs and hard spots. They will continue to get away with this if someone doesn't stand up. It was a big purchase for me and I am very disappointed.
My issue is that the wording on the warranty excludes a high number of mattresses being handled by the store or manufacture if defective, because life happens their negligence is overlooked, not fair. That's like saying there is a warranty on a your carpet pad, but not if the carpet has hair or dust on it. Makes no sense.
Regards,[redacted]
Better...
Business Bureau:
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.] As you can see the frame is clearly visible threw the fabric on the arms of the chairs. ALSO I CAN'T BELIEVE THE FACTORY OR STEINHAFELS WOULD SELL OR BUY A CHAIR THAT'S WILL LOOK 10 YEARS OLD AFTER ONLY 4 MONTHS. I also worked in an upholstery shop for several years and I asure you that any fabric and padding that looked like these two chairs after just 4 months would be considered junk.
Regards,
Ninna [redacted]
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.
Steinhafels already came and looked at the problem. A brand new chair, should not come with seam either ripped out or not completed. The fix, should not cause gapping in the material. My concern is now, they are coming out, will rip out the original repair, and then re-sew it. I did not order a brand new chair to spend all this time having it repaired. I think the chair originally should have been replaced. Now, it will 6 weeks since we received the chair and then another 6 weeks to order a new one.
Regards,
[redacted]
We
apologize to our customer for the inconvenience of waiting for their order. Arrival
dates are based on the latest shipping information from the
manufacturer. Their delays are frustrating when they occur and they
happen for many reasons. We are in regular communication with the...
manufacturers and work hard to expedite shipping. We will continue the
weekly emails to them until their sofa arrives. As soon as that happens
we will notify them. Our goal is for our customers to enjoy their new furniture as soon as
possible. We have already refunded their delivery charge for the delay.
[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]
The Guardsman protection plan this customer purchased in Feb 2014 does not cover cracking or peeling of bonded leather material. The manufacturer offered a 1 year warranty on this customer's furniture. We apologize for this customer's experience, however we can not offer a credit for the furniture....
On April 4, 2016 we did have a customer service representative try to call this customer to offer to refund the $156 they paid for the Guardsman plan. The representative left a message for the customer. We apologize again if they did not receive this message. The offer to refund their Guardsman plan is still an option for this customer.
We apologize again if this sounds repetitive or scripted, but this is our consistent position in this matter. We pride ourselves in providing outstanding customer service under our manufacturer's warranties. This customer purchased furniture on 9/13/2014 and took delivery on
11/10/2014. The furniture is manufactured by [redacted]. This North
Carolina manufacturer is a reputable maker of fine furniture that
Steinhafels has been doing business with for over 40 years. Steinhafels
strictly adheres to manufacturers’ warranties. Manufacturers'
warranties cover against manufacturing defects but they do not cover
against wear, tear, or damage. King
Hickory's warranty on fabric 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.This customer
first reported snagging and threads pulling up on 10/21/15. Our
service technician visited this customers home on 10/27/15. His
inspection report stated there was damage to the fabric on every seat
and inside back pillow by possible pet use. The furniture is being used
in some way to cause this. We have had no other reports of anything
like this on the other same sectional groups we have sold in the past 14
months. 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. Please see attached photos
We Trimmed Mrs. [redacted] trees on Saturday April 1st (different crew) , all seems to have went well. Thank you for your help in this matter . [redacted]
To resolve your complaint, we will allow you to use your Guardsman certificate on accessories and rugs as well as furniture. See a manager in the store you shop in if there are any issues with this. We have added notes to your 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This individual is referring to an As-Is sofa purchase they made in Oct 2015. The item was purchased by them out of one of our clearance centers. It was clearly disclosed on the price tag and on their receipt that they were purchasing the sofa in an as-is condition with NO SERVICE / NO HOLDS / NO...
RETURN / NO WARRANTY. We offer service on out of warranty items for a $59.99 trip charge and a $65 repair fee. This option was offered to this individual but they declined. We researched their claim with the sales associate who entered their purchase, and he claims he never made a verbal or written promise of a warranty on this sale since he is a manager in our company and is aware of our policy on as-is clearance center furniture. If this customer would like to send us photos of the condition of their furniture and where the seam is opening up, we can assess the problem and decide what options we can offer them. They can send photos to [email protected]. The customer also should also give us their customer code off their receipt on the email.
We apologize to this customer for the length of time Guardsman took to process her claim for her chair. Her electric power mechanism was covered under the 5 year Guardsman protection plan she purchased when she bought her chair. Guardsman is providing the repair and the part. The part just arrived...
and was sent via UPS to her residence on Sept 12. When she receives the part she will need to contact Guardsman to have them send their technician to install it. We again apologize for the time Guardsman taking to to repair her chair. We realize how important this chair is to her.
We apologize for this customer's experience. Her order was canceled on 6/30/16 at her request and the $183.46 was refunded to her on her Mastercard on 7/1/16.
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. I still expect that all items will be shipped as promised.
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]