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 understand that it has been a long 2 and a half years and I still would like my full refund. I'm curious to know when the relationship with the vendor ended. It took Steinhafel's 7 months to get back to me in regards to the cover.
Regards,
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I purchased the produt from Steinhafels, I purchased the warranty from Steinhafels, Steinhafels needs to be the one to stand behind what they sell, so Steinhafels needs to be my advocate with the Guradsman and get this issue handled, if Steinhafels is selling warranties that are worthless then since the Steinhafels salesman promised if I purchased said warranty issues like this would be fixed then steinhafels should pay to fix my couch, they offered to SELL me another cover and offered for me to PAY them to install it which is unacceptable, either get Guardsman to pay the claim or stand behind your promised and STEINHAFELS pay for the new cover and installation. I don't care which way it is handled but I want it handled, and I'm not jumping through anymore hoops
Regards,
[redacted]
I am rejecting their offer because it will cost me more money. That is not the deal that was made. They agreed to sell me a clock for that particular price. I should not have to pay more for the clock. The company is unethical. They should keep their part of the bargain.
We acknowledge that this customer is unhappy with their sofa. We stand behind our products for one year against manufacturing defects. However, if we have two inspections of a customer's sofa, and neither technician could find any defect, unfortunately there is nothing we can repair, or replace.
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss 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 will not accept until I know that both pieces of furniture are repaired to our satisfaction. Due to the material on both the couch and reclining chair being damaged, what parts were ordered and what does the repair entail.]
Regards,
[redacted]
We are sorry this customer feels this way. When we called the customer to follow up on her complaint, we advised her that we had never heard from her regarding any issues with the bed during her 1 year warranty period, but we would still offer to come to her home to repair the bed free of charge even though it was no longer under warranty. At that point she told us that she already had it repaired on her own. Given that information we offered her a $100 courtesy voucher to our stores. She wanted more, however we advised her that since we have no verification of what she paid to have it fixed and that she never contacted us during the warranty period to give us a chance to fix it, that was the most we would give her. We also apologize if she thinks we were rude in giving her that offer.
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.Alright, there is either some major miscommunication going on between the employees at Steinhafels, or people are not being honest. The technician was NOT able to repair some of the damages. He said that what he couldn't repair should be addressed by the warranty company who is refusing to repair it saying it is the store's responsibility. This is the same run around I have been getting for the past month. If the store wants to battle it out with the warranty company just who's responsibility it is, that is up to them. I would like the sofa to be functioning as promised by the sales associate who we purchased it from. I have attached 4 images of the remaining damages. Again, this sofa gets minimal use. Even more reason these things should not be happening.1. This is from the sofa frame. It rubs and is tearing the leather when it comes out to be a bed.2. This is the only strap that holds the seat cushions. It broke right away and now when you sit down the cusion comes out from under you.3. The leather is peeling apart on one of the seams.4. The leather is rubbing off on the seat cushion.
Regards,
Sarah [redacted]
Revdex.com:I hope you will be able to open the "product review" document txt that I included as an attachment. Not only will this prove that Steinhafels knew there was a problem as early as 3 weeks after my purchase but NOW THEY HAVE SHOWN THEIR TRUE COLORS AS TOTALLY LYING TO NOT ONLY THEIR CUSTOMERS....BUT TO Revdex.com AS WELL. I hope everyone is able to read my attachments so they can see how this company does business. SHAME ON THEM!!!!!
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]
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 was informed the voucher was sent to my old address in Gurnee when I called last week. We now live in Florida so getting the physical voucher is impossible. How do we receive the cash as promised? Thank you.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We Acknowledge the customers' concern and again are sorry they feel this way. The report we received back from our technician shows a sofa that has been damaged in the home by something that happened in the home. With all due respect, furniture does not fall apart to this extent unless something happened to it. We hope the customer can get Guardsman to cover it.
We will contact this customer to set up a service technician to see if we can take care of this. There will be no charge even though the furniture is out of the manufacturer's warranty at this time.
We acknowledge and apologize for this customer's frustration, however The Guardsman 5 year protection plan this customer purchased is separate and unrelated to the manufacturers one year warranty. We do not have any control over Guardsman claims approvals or denials. Guardsman has their own policy of how claims need to be filed and what is covered and not covered. This customer should be filing their complaint against Guardsman if they are in disagreement with the their filing deadlines. Steinhafels Furniture again has no control over this. Steinhafels is simply trying to offer this customer a refund of their Guardsman plan if they are not happy with the coverage or policy for filing claims. We still will offer this customer the refund, and will wait for them to let us know if they would like us to go ahead with it.
The finance plan this customer signed was for 36 equal monthly payments. We apologize if there was any misunderstanding that we may have caused with their terms. In order to resolve this complaint we are asking the finance company, Wells Fargo to switch the term to 59 equal monthly payments. There...
was no plan with the same or longer term that offered minimum monthly payments. Wells Fargo can take up to 2 months to reflect this change. By making this change we hope to make it easier for our customer to afford his payments.
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 notify our customer when their order is received in our warehouse. They are important to us and we appreciate their business!. Our goal is for them to enjoy their new furniture as soon as possible. We have also given them a 10% price adjustment for the delay. this will be refunded to the credit card they used to make their purchase
This is still not acceptable, I will not pay to return something that has a cost this high and Steinhafels expect me to take a lose, when this is not the product I orderedand how Steinhafels stays in good with the community when they treat their customers like this. The service man that came to my house saw that the sofa and chair were not at all like the swatch he brought from the store that was the color I ordered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to keep this case open until the issue is resolved in full. I do not have faith that we will receive a call shortly after delivery for a repair person to schedule a time to fix our furniture. Although I find thier response satisfactory with actual dates and having some sign of completion in this process, I have a hard time ta[redacted] then at thier word.
Regards,
[redacted]
We disclose on our sales agreements and in our advertising that adjustable bases are non-returnable items. This customer agreed to those terms when he signed his sales agreement. The brackets that we supplied to him at no additional charge would have resolved the issue with his headboard. There will...
always be some flex or movement on the headboard when attaching it any bed frame, including an adjustable base. Due to this customers concern for his safety, we will accommodate him and allow him to return the bases in exchange for regular box springs. We have consulted with our mattress store on Silver Spring and advised them to work with this customer to get this done.
[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]
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.The amount on the certificate is supposed to be higher than $82.29.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.]
Better Business...
Bureau:
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]
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 understand that it has been a long 2 and a half years and I still would like my full refund. I'm curious to know when the relationship with the vendor ended. It took Steinhafel's 7 months to get back to me in regards to the cover.
Regards,
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I purchased the produt from Steinhafels, I purchased the warranty from Steinhafels, Steinhafels needs to be the one to stand behind what they sell, so Steinhafels needs to be my advocate with the Guradsman and get this issue handled, if Steinhafels is selling warranties that are worthless then since the Steinhafels salesman promised if I purchased said warranty issues like this would be fixed then steinhafels should pay to fix my couch, they offered to SELL me another cover and offered for me to PAY them to install it which is unacceptable, either get Guardsman to pay the claim or stand behind your promised and STEINHAFELS pay for the new cover and installation. I don't care which way it is handled but I want it handled, and I'm not jumping through anymore hoops
Regards,
[redacted]
I am rejecting their offer because it will cost me more money. That is not the deal that was made. They agreed to sell me a clock for that particular price. I should not have to pay more for the clock. The company is unethical. They should keep their part of the bargain.
We acknowledge that this customer is unhappy with their sofa. We stand behind our products for one year against manufacturing defects. However, if we have two inspections of a customer's sofa, and neither technician could find any defect, unfortunately there is nothing we can repair, or replace.
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss 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 will not accept until I know that both pieces of furniture are repaired to our satisfaction. Due to the material on both the couch and reclining chair being damaged, what parts were ordered and what does the repair entail.]
Regards,
[redacted]
We are sorry this customer feels this way. When we called the customer to follow up on her complaint, we advised her that we had never heard from her regarding any issues with the bed during her 1 year warranty period, but we would still offer to come to her home to repair the bed free of charge even though it was no longer under warranty. At that point she told us that she already had it repaired on her own. Given that information we offered her a $100 courtesy voucher to our stores. She wanted more, however we advised her that since we have no verification of what she paid to have it fixed and that she never contacted us during the warranty period to give us a chance to fix it, that was the most we would give her. We also apologize if she thinks we were rude in giving her that offer.
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.Alright, there is either some major miscommunication going on between the employees at Steinhafels, or people are not being honest. The technician was NOT able to repair some of the damages. He said that what he couldn't repair should be addressed by the warranty company who is refusing to repair it saying it is the store's responsibility. This is the same run around I have been getting for the past month. If the store wants to battle it out with the warranty company just who's responsibility it is, that is up to them. I would like the sofa to be functioning as promised by the sales associate who we purchased it from. I have attached 4 images of the remaining damages. Again, this sofa gets minimal use. Even more reason these things should not be happening.1. This is from the sofa frame. It rubs and is tearing the leather when it comes out to be a bed.2. This is the only strap that holds the seat cushions. It broke right away and now when you sit down the cusion comes out from under you.3. The leather is peeling apart on one of the seams.4. The leather is rubbing off on the seat cushion.
Regards,
Sarah [redacted]
Revdex.com:I hope you will be able to open the "product review" document txt that I included as an attachment. Not only will this prove that Steinhafels knew there was a problem as early as 3 weeks after my purchase but NOW THEY HAVE SHOWN THEIR TRUE COLORS AS TOTALLY LYING TO NOT ONLY THEIR CUSTOMERS....BUT TO Revdex.com AS WELL. I hope everyone is able to read my attachments so they can see how this company does business. SHAME ON THEM!!!!!
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]
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 was informed the voucher was sent to my old address in Gurnee when I called last week. We now live in Florida so getting the physical voucher is impossible. How do we receive the cash as promised? Thank you.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We Acknowledge the customers' concern and again are sorry they feel this way. The report we received back from our technician shows a sofa that has been damaged in the home by something that happened in the home. With all due respect, furniture does not fall apart to this extent unless something happened to it. We hope the customer can get Guardsman to cover it.
We will contact this customer to set up a service technician to see if we can take care of this. There will be no charge even though the furniture is out of the manufacturer's warranty at this time.
We acknowledge and apologize for this customer's frustration, however The Guardsman 5 year protection plan this customer purchased is separate and unrelated to the manufacturers one year warranty. We do not have any control over Guardsman claims approvals or denials. Guardsman has their own policy of how claims need to be filed and what is covered and not covered. This customer should be filing their complaint against Guardsman if they are in disagreement with the their filing deadlines. Steinhafels Furniture again has no control over this. Steinhafels is simply trying to offer this customer a refund of their Guardsman plan if they are not happy with the coverage or policy for filing claims. We still will offer this customer the refund, and will wait for them to let us know if they would like us to go ahead with it.
The finance plan this customer signed was for 36 equal monthly payments. We apologize if there was any misunderstanding that we may have caused with their terms. In order to resolve this complaint we are asking the finance company, Wells Fargo to switch the term to 59 equal monthly payments. There...
was no plan with the same or longer term that offered minimum monthly payments. Wells Fargo can take up to 2 months to reflect this change. By making this change we hope to make it easier for our customer to afford his payments.
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 notify our customer when their order is received in our warehouse. They are important to us and we appreciate their business!. Our goal is for them to enjoy their new furniture as soon as possible. We have also given them a 10% price adjustment for the delay. this will be refunded to the credit card they used to make their purchase
This is still not acceptable, I will not pay to return something that has a cost this high and Steinhafels expect me to take a lose, when this is not the product I orderedand how Steinhafels stays in good with the community when they treat their customers like this. The service man that came to my house saw that the sofa and chair were not at all like the swatch he brought from the store that was the color I ordered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to keep this case open until the issue is resolved in full. I do not have faith that we will receive a call shortly after delivery for a repair person to schedule a time to fix our furniture. Although I find thier response satisfactory with actual dates and having some sign of completion in this process, I have a hard time ta[redacted] then at thier word.
Regards,
[redacted]
We disclose on our sales agreements and in our advertising that adjustable bases are non-returnable items. This customer agreed to those terms when he signed his sales agreement. The brackets that we supplied to him at no additional charge would have resolved the issue with his headboard. There will...
always be some flex or movement on the headboard when attaching it any bed frame, including an adjustable base. Due to this customers concern for his safety, we will accommodate him and allow him to return the bases in exchange for regular box springs. We have consulted with our mattress store on Silver Spring and advised them to work with this customer to get this done.
[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]
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.The amount on the certificate is supposed to be higher than $82.29.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.]
Better Business...
Bureau:
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]