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.
Hi Stacy. I read the response from Steinhafel's. All I can do with those kind of responses is either accept or not accept them. I can't respond to anything extra that was said. I didn't even know for sure if I had a warranty on the bed or how long the warranty was good for. It's possible that the bed was delivered in May of last year. But Steinhafel's never fixed my king size bed. They fixed the queen size bed in another room. There was something wrong with that bed too. The problem with the king size bed is that having the two drawers at the foot of the bed makes it a weak bed. Also that they use about a dozen very light, weak boards under the bed to hold it up. Those boards weigh about 4ozs. each. I have enclosed photos of one of the boards. I had to pay for materials and labor to fix that bed, 3 times already! The first time was in May of this year, which means the bed was still under warranty. I've already spent hundreds of dollars to repair the bed , in addition to what I paid for it originally. Also, it's only slander or defamation of character when what you say about someone is a lie. I didn't lie. Their employee couldn't have been too upset because he sent me several emails asking me to join him on LinkedIn. I didn't appreciate it either. I also know that Revdex.com wouldn't have allowed anything inappropriate to go through in a claim. I still expect to be reimbursed for this bed.
Regards,
[redacted]
Our service manager has left two messages for this customer. He will call him again on Tuesday morning 11/8 to discuss the issue. We already have the required parts on order.
We acknowledge your concern and understand how you feel. Our technician will look at the issue and recommend the best solution. He will not try to repair it again if you do not want him to. He is scheduled for Jan 4th.
On Wed, 9 Sep at 8:54 PM , [redacted] wrote:I received a call from supervisor named Mike....on Tuesday, Sept 8, said he was working on the problem.....then he called at 8:30am on...
Wed, Sept 9---he said the bed was in and should be delivered tomorrow.....on Sept 10.......In the meantime, I also received an email from the original salesman telling me that they would be taking an additional $50 off my order, this was after he had told me that I would receive 10% off with free delivery.......if and when is all actually happens, I will let you know....Thank you for your help, [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 complainThis makes me SICK to think that you were so willing to take $10,000 of my money and not try to work with us and this situation in the least. This whole thing all started with your salesperson - Toni Buford selling us the GRAND DADDY of all sectionals. Assuring us that if we spent $1000 more on a Guardsman warranty we would be covered. We are not a dirty, abusive family. We are very active and hardly ever home. Yes, we have pets. I made that very clear to her. Your "knowledgable" salespeople are supposed to guide people based on information given, as to a good choice for furniture. We are not fabric experts!!!! Did we make a mistake choosing this fabric? Yes. Did we make a mistake buying it from Steinhafel's? Hopefully not. Please help us resolve this.
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.
Their explanation of why it says "new" on the receipt is something they just made up, and is a lie. The salesperson clearly said it was sold as new so it would have a full manufacturer's warranty. It turns out it doesn't have such a warranty per my contact with the manufacturer. The manufacturer said I would have to pay the difference between full price and what I paid to have warranty coverage.The salesperson said if there were any problems, including odor, to take it up with the manufacturer under full warranty. It was clearly understood the item was new, it was not, otherwise it wouldn't have the odor or the sleeping problems. I maintain while the item was represented as-is, it was also clearly represented as a new item with a full warranty, not a new version of the mattress. There was never any representation or statement that the new designation on the receipt referred to a new version of the item.
Regards,
[redacted]
We acknowledge this customer's complaint and apologize for the time it takes to receive repair parts from manufacturers. We checked with Guardsman today and they again verified that they have the parts on order for this customer, but have not as of yet received them. They did verify again that when the parts are received they will ship them to the customer. At that point there will be instructions for the customer to call Guardsman to arrange for their technician to come back to install them.
[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 have had two technician appointments for this customer. On the first one on Sept 10, 2016 our tech could not find any defect with the bed. He also mentioned the the customer did not want him to do any work on it on this visit. On the second appointment on Sept 23, 2016 our tech did do some work...
on it by resetting the inner support legs to be longer. Given that we can't find any mfr defects, there would be a 33% re-stocking charge to return the bed. We can send our tech back for a third time to investigate the cracking sound the customer says that the bed is now making. All they have to do is call to make the appointment.
We apologize for the initial denial of the warranty claim due to a stain. We have reviewed the claim with Simmons and they have now approved it. We have sent an email to the customer letting them know that they can have a replacement. They also will receive free delivery of the replacement. If they...
choose to upgrade from the recommended replacement they will be responsible for any additional cost. We now consider this complaint closed.
Our technician confirmed on March 29 that we delivered the correct mattress to this customer. On March 30 we sent them an email to confirm his findings and let them know they could re-select with a restocking fee. On June 5 the customer opted to return the mattress and not to re-select. This is...
still subject to the restocking fee and we will not waive it. All new mattresses have a break in period. Jumping on the mattress is not required to make a mattress break in. Sleeping on the mattress will eventually break the mattress in. Mattresses in a home will break in faster than a floor model mattress in the store. Floor model mattresses are laid on for only short periods of time vs ones in a home that are slept on every night.
[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. The only question that I have is do I need to pay the $149.00 restocking fee prior to the pickup?
Regards,
[redacted]
On Thursday, 10/12/17 this customer came to our Layton store closing sale and put down $50 on a clock we were selling off our floor display in as-is condition. The total with tax for the clock was $153.08. The terms of our sale were no holds and items needed to be picked up within 48 hours. These...
terms Items also needed to be paid in full at time of sale. Our store management stated that the customer told them she would be coming back on the next Friday to pay the balance. She did not come on Friday 10/13 or Friday 10/20. At this point we were still holding the clock. By 10/23 our store management canceled the order and processed a $50 customer refund. The clock then went back for sale and was sold to another customer who paid for it and took it along the same day. We held the item for this customer for 11 days, even though the terms of the sale were pick up within 48 hours. If this customer still wants this clock we have it on sale in new condition from our stock at $279.95.
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 do not agree with Steinhafels refusal to replace the bedroom set that I purchased with a comparable one, as I was promised with the purchase of the bedroom set and warranty. The only solution I was offered was a store credit that does not cover the cost of any replacement set in the store. I am hoping the Revdex.com will take into consideration that I purchased this bedroom set and warranty under specific terms, which included that I would get a complete matching set that was comparable to mine in the situation that something were to break on mine and that set no longer be available in the store. I have never been in a situation where a company is unable to stand behind what was guaranteed at purchase, and I find it extremely disturbing that Steinhafels is trying to use this situation to their advantage and give me a store credit that REQUIRES me to spend more money at the store in order to replace the set I have with a comparable set. As stated in the original complaint, I went into the store, as directed by the manager, and worked with a bedroom specialist to price out the bedroom sets. This credit does not cover a comparable set, or any set in the store. If I were to take the credit, I would be forced to spend more money there, just to replace something that I have no choice in replacing because it broke. I do not intend to accept this as a solution, and therefore be forced to spend more money in a store that not only gave me a poorly built bed to begin with, but is now not standing behind their promise to replace my bedroom set with a comparable one.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11939031, 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.]This is going around and around. It is clear to me the store will not address our problem and there is apparently nothing Revdex.com can do for us. I will no longer shop at their store and will let everyone I know what I think of this place. They should put more money into customer service and less into advertising.
Regards,
John B[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]
[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 bu[redacted]ss's response. If you wish, you may update it before sending it.]
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss in reference to complaint ID [redacted], and will find that this resolution is satisfactory to me if the repairs are satisfactory. Our issue with this incident is that A) first they said it was a spill that makes no sense because the area affected shows no drips since the area is part of the backrest. B) We were then told that it was normal wear which we found problematic after owning the furniture after only six months.We would like to review the repair itself before closing this incident
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.
Hi Stacy. I read the response from Steinhafel's. All I can do with those kind of responses is either accept or not accept them. I can't respond to anything extra that was said. I didn't even know for sure if I had a warranty on the bed or how long the warranty was good for. It's possible that the bed was delivered in May of last year. But Steinhafel's never fixed my king size bed. They fixed the queen size bed in another room. There was something wrong with that bed too. The problem with the king size bed is that having the two drawers at the foot of the bed makes it a weak bed. Also that they use about a dozen very light, weak boards under the bed to hold it up. Those boards weigh about 4ozs. each. I have enclosed photos of one of the boards. I had to pay for materials and labor to fix that bed, 3 times already! The first time was in May of this year, which means the bed was still under warranty. I've already spent hundreds of dollars to repair the bed , in addition to what I paid for it originally. Also, it's only slander or defamation of character when what you say about someone is a lie. I didn't lie. Their employee couldn't have been too upset because he sent me several emails asking me to join him on LinkedIn. I didn't appreciate it either. I also know that Revdex.com wouldn't have allowed anything inappropriate to go through in a claim. I still expect to be reimbursed for this bed.
Regards,
[redacted]
Our service manager has left two messages for this customer. He will call him again on Tuesday morning 11/8 to discuss the issue. We already have the required parts on order.
We acknowledge your concern and understand how you feel. Our technician will look at the issue and recommend the best solution. He will not try to repair it again if you do not want him to. He is scheduled for Jan 4th.
We are processing a $200 refund for this customer and the Exchange of their door chest is being done on Friday, April 22.
On Wed, 9 Sep at 8:54 PM , [redacted] wrote:I received a call from supervisor named Mike....on Tuesday, Sept 8, said he was working on the problem.....then he called at 8:30am on...
Wed, Sept 9---he said the bed was in and should be delivered tomorrow.....on Sept 10.......In the meantime, I also received an email from the original salesman telling me that they would be taking an additional $50 off my order, this was after he had told me that I would receive 10% off with free delivery.......if and when is all actually happens, I will let you know....Thank you for your help, [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 complainThis makes me SICK to think that you were so willing to take $10,000 of my money and not try to work with us and this situation in the least. This whole thing all started with your salesperson - Toni Buford selling us the GRAND DADDY of all sectionals. Assuring us that if we spent $1000 more on a Guardsman warranty we would be covered. We are not a dirty, abusive family. We are very active and hardly ever home. Yes, we have pets. I made that very clear to her. Your "knowledgable" salespeople are supposed to guide people based on information given, as to a good choice for furniture. We are not fabric experts!!!! Did we make a mistake choosing this fabric? Yes. Did we make a mistake buying it from Steinhafel's? Hopefully not. Please help us resolve this.
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.
Their explanation of why it says "new" on the receipt is something they just made up, and is a lie. The salesperson clearly said it was sold as new so it would have a full manufacturer's warranty. It turns out it doesn't have such a warranty per my contact with the manufacturer. The manufacturer said I would have to pay the difference between full price and what I paid to have warranty coverage.The salesperson said if there were any problems, including odor, to take it up with the manufacturer under full warranty. It was clearly understood the item was new, it was not, otherwise it wouldn't have the odor or the sleeping problems. I maintain while the item was represented as-is, it was also clearly represented as a new item with a full warranty, not a new version of the mattress. There was never any representation or statement that the new designation on the receipt referred to a new version of the item.
Regards,
[redacted]
We acknowledge this customer's complaint and apologize for the time it takes to receive repair parts from manufacturers. We checked with Guardsman today and they again verified that they have the parts on order for this customer, but have not as of yet received them. They did verify again that when the parts are received they will ship them to the customer. At that point there will be instructions for the customer to call Guardsman to arrange for their technician to come back to install them.
[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 have had two technician appointments for this customer. On the first one on Sept 10, 2016 our tech could not find any defect with the bed. He also mentioned the the customer did not want him to do any work on it on this visit. On the second appointment on Sept 23, 2016 our tech did do some work...
on it by resetting the inner support legs to be longer. Given that we can't find any mfr defects, there would be a 33% re-stocking charge to return the bed. We can send our tech back for a third time to investigate the cracking sound the customer says that the bed is now making. All they have to do is call to make the appointment.
We apologize for the initial denial of the warranty claim due to a stain. We have reviewed the claim with Simmons and they have now approved it. We have sent an email to the customer letting them know that they can have a replacement. They also will receive free delivery of the replacement. If they...
choose to upgrade from the recommended replacement they will be responsible for any additional cost. We now consider this complaint closed.
Our technician confirmed on March 29 that we delivered the correct mattress to this customer. On March 30 we sent them an email to confirm his findings and let them know they could re-select with a restocking fee. On June 5 the customer opted to return the mattress and not to re-select. This is...
still subject to the restocking fee and we will not waive it. All new mattresses have a break in period. Jumping on the mattress is not required to make a mattress break in. Sleeping on the mattress will eventually break the mattress in. Mattresses in a home will break in faster than a floor model mattress in the store. Floor model mattresses are laid on for only short periods of time vs ones in a home that are slept on every night.
[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. The only question that I have is do I need to pay the $149.00 restocking fee prior to the pickup?
Regards,
[redacted]
On Thursday, 10/12/17 this customer came to our Layton store closing sale and put down $50 on a clock we were selling off our floor display in as-is condition. The total with tax for the clock was $153.08. The terms of our sale were no holds and items needed to be picked up within 48 hours. These...
terms Items also needed to be paid in full at time of sale. Our store management stated that the customer told them she would be coming back on the next Friday to pay the balance. She did not come on Friday 10/13 or Friday 10/20. At this point we were still holding the clock. By 10/23 our store management canceled the order and processed a $50 customer refund. The clock then went back for sale and was sold to another customer who paid for it and took it along the same day. We held the item for this customer for 11 days, even though the terms of the sale were pick up within 48 hours. If this customer still wants this clock we have it on sale in new condition from our stock at $279.95.
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 do not agree with Steinhafels refusal to replace the bedroom set that I purchased with a comparable one, as I was promised with the purchase of the bedroom set and warranty. The only solution I was offered was a store credit that does not cover the cost of any replacement set in the store. I am hoping the Revdex.com will take into consideration that I purchased this bedroom set and warranty under specific terms, which included that I would get a complete matching set that was comparable to mine in the situation that something were to break on mine and that set no longer be available in the store. I have never been in a situation where a company is unable to stand behind what was guaranteed at purchase, and I find it extremely disturbing that Steinhafels is trying to use this situation to their advantage and give me a store credit that REQUIRES me to spend more money at the store in order to replace the set I have with a comparable set. As stated in the original complaint, I went into the store, as directed by the manager, and worked with a bedroom specialist to price out the bedroom sets. This credit does not cover a comparable set, or any set in the store. If I were to take the credit, I would be forced to spend more money there, just to replace something that I have no choice in replacing because it broke. I do not intend to accept this as a solution, and therefore be forced to spend more money in a store that not only gave me a poorly built bed to begin with, but is now not standing behind their promise to replace my bedroom set with a comparable one.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11939031, 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.]This is going around and around. It is clear to me the store will not address our problem and there is apparently nothing Revdex.com can do for us. I will no longer shop at their store and will let everyone I know what I think of this place. They should put more money into customer service and less into advertising.
Regards,
John B[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 have contacted our store staff and they are working with this customer to resolve 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 bu[redacted]ss's response. If you wish, you may update it before sending it.]
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss in reference to complaint ID [redacted], and will find that this resolution is satisfactory to me if the repairs are satisfactory. Our issue with this incident is that A) first they said it was a spill that makes no sense because the area affected shows no drips since the area is part of the backrest. B) We were then told that it was normal wear which we found problematic after owning the furniture after only six months.We would like to review the repair itself before closing this incident
Regards,
[redacted]