We are sorry that this customer feels this wayWhen our technician inspected the sofa, here is what he foundThe front rail was completely broken and seat springs were no longer attached, of which were stic [redacted] out the bottom of the sofaThe front feet and left side facing arm were also brokenThe customer's best option would be to re-contact Guardsman to see if they will still cover this
While we acknowledge this customers complaint, he is incorrect when he says we made up the definition of "new" on his sales orderAgain, the designation of new next to this product sku denotes that it is the manufacturer's new version of the mattressWe do not sell product as new merchandiseIts explained on the tags that the one the customer is looking at is the one they will be receiving, thus it is merchandiseWe also state on the price tags it could be a floor model or a return as wellIts up to the customer if he is willing to accept the product in the conditionThis customer agreed to purchase it and the previously attached signed copy of the sales agreement shows that
We acknowledge this customer's complaint and apologize for the inconvenience this situation causedWe do have a strict policy on checking ID in order to prevent fraud and to verify that the person picking up is the person who actually made the purchaseWe understand such a policy could inconvenience someone who is not carrying ID, however we want to be consistent and avoid lossThe order for this customer is still open and if the customer still wants the items, we would be willing to give him an additional 10% off for his inconvenience
To resolve your complaint, we will allow you to use your Guardsman certificate on accessories and rugs as well as furnitureSee a manager in the store you shop in if there are any issues with thisWe have added notes to your account
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 thisThe 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] , 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 weeks since we received the chair and then another weeks to order a new one Regards, [redacted]
We are sorry this customer feels this wayWhen 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 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 warrantyAt that point she told us that she already had it repaired on her ownGiven that information we offered her a $courtesy voucher to our storesShe 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 herWe also apologize if she thinks we were rude in giving her that offer
Job performed on 6/13/at [redacted] ' residence needed some follow up attention on some overlooked areasCorrective action completed on 6/24/ Thank you [redacted] ***Thank you for your inquiry and consideration,Don's Tree Service
This customer purchased Tempupedic products which are subject to the Tempurpedic manufacturer's restricted price policyThey require anyone who carries their products to sell them at or above their minimum advertised prices (MAP)Steinhafels always sells Tempurpedic at the the lowest price allowed by the manufacturerWhen we advertised - 60% savings store-wide for our Employee Family Price Sale, it didn't mean that everything in the store was at these discountsIt means we are featuring many products throughout our different departments at these discountsAll our print advertising as well as our website states that manufacturer's restricted prices are excluded from further discounts This customer also signed a sales agreement and was given a receipt that states these termsThis customer can also check other retailers as well as the Tempurpedic Company website and they will find that they can't buy their bed for less money than what they paid at Steinhafels
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 planThis credit can be used towards a future purchase of any new furniture up to days after your service plan expires, excludes accessories and rugshttp://www.steinhafels.com/service/guardsmanThis customer was issued a gift voucher in June of for an amount of $If this customer mails back the voucher, we will accommodate him with a refundWe do not seek to misrepresent this program.He can mail the voucher to;Steinhafels Corporate Office
We acknowledge this customer's complaint and apologize for their experienceWe take every measure possible to prevent damage to furniture while in transitWhen issues occur such as what happened with this customer's nightstand, dresser and bed we will either provide a service technician to repair, exchange the items, or offer to return the damaged items for a refundIn this customer's case we sent our service tech to their home on June 8th and he installed a new support leg for the bed and filled and sealed the dent in their dresserWe also delivered them a new nightstand on June 8thOn June 20th we refunded them the delivery charge of $We are not able to refund them 45% - 50% of the price of the bedroom set as they are requesting, so we apologize againWe can however send them either a $courtesy voucher good on merchandise in our store or just refund that amount to them if they do not wish to receive a voucher from us
[A default letter is provided here which indicates your acceptance of the bu***ss's response If you wish, you may update it before sending it.] Better Bu***ss Bureau: I have reviewed the response made by the bu***ss in reference to complaint ID [redacted] , and will find that this resolution is satisfactory to me if the repairs are satisfactoryOur 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 backrestB) We were then told that it was 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] ***
Our Kenosha store general manager will be contacting this customerWe had an order open for the piece he is referring to, but it was voidedWe apologize for any lack of communication on our part and for any inconvenience this has caused for our customerWe do have the item in stock and our manager will work with this customer to re-instate his order
We acknowledge the customer's concernsWe can only stand by the terms of Guardsman protection planWe can provide our customer with a credit for the original amount she paid for her bedroom setHow she applies this credit to a new purchase is up to herShe would have to pay any difference in cost if the set she wants costs more than her original selectionWe believe this to be a common and reasonable procedure that occurs at most if not all retail storesWe would also expect the Revdex.com to acknowledge thisNo one from Steinhafels promised this customer if she had to replace her original set with a different set under her protection plan, that there would be no extra charge if the new set she wanted was more expensive
We acknowledge this customers complaint and again apologize for delivering him a sofa that he feels was not newAs stated previously we do not deliver used furniture as new to our customersThis was not sold to this customer in an conditionTherefore when he received a product that was not up to manufacturing standards we of course offered to exchange it for him which we didHe also has an option of returning the product to us for a complete refund if he is still not happy with our serviceRegarding the new replacement sofa, he did receive new cushionsThere 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 apologize to this customer for the long wait on receiving his repair partWe are refunding his $for his inconvenienceWe are also working with the mfr to get this shipped out as soon as possible
The Guardsman protection plan this customer purchased in Feb does not cover cracking or peeling of bonded leather materialThe manufacturer offered a year warranty on this customer's furnitureWe apologize for this customer's experience, however we can not offer a credit for the furniture On April 4, we did have a customer service representative try to call this customer to offer to refund the $they paid for the Guardsman planThe representative left a message for the customerWe apologize again if they did not receive this messageThe offer to refund their Guardsman plan is still an option for this customer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am happy to have inspection , the first time they offered back in April, they told me unless I pay to have professionally cleaned ($was the cheapest I could find- Chem Dry Madison WI)warranty will not up held anywayno matter if they did find it defectiveI 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 spotsThey will continue to get away with this if someone doesn't stand upIt 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 fairThat's like saying there is a warranty on a your carpet pad, but not if the carpet has hair or dust on itMakes no sense Regards, [redacted] ***
We are sorry that this customer feels this wayWhen our technician inspected the sofa, here is what he foundThe front rail was completely broken and seat springs were no longer attached, of which were stic [redacted] out the bottom of the sofaThe front feet and left side facing arm were also brokenThe customer's best option would be to re-contact Guardsman to see if they will still cover this
While we acknowledge this customers complaint, he is incorrect when he says we made up the definition of "new" on his sales orderAgain, the designation of new next to this product sku denotes that it is the manufacturer's new version of the mattressWe do not sell product as new merchandiseIts explained on the tags that the one the customer is looking at is the one they will be receiving, thus it is merchandiseWe also state on the price tags it could be a floor model or a return as wellIts up to the customer if he is willing to accept the product in the conditionThis customer agreed to purchase it and the previously attached signed copy of the sales agreement shows that
We called this customer and agreed to issue a refund to her for the Guardsman planHer refund will total plus tax
We acknowledge this customer's complaint and apologize for the inconvenience this situation causedWe do have a strict policy on checking ID in order to prevent fraud and to verify that the person picking up is the person who actually made the purchaseWe understand such a policy could inconvenience someone who is not carrying ID, however we want to be consistent and avoid lossThe order for this customer is still open and if the customer still wants the items, we would be willing to give him an additional 10% off for his inconvenience
To resolve your complaint, we will allow you to use your Guardsman certificate on accessories and rugs as well as furnitureSee a manager in the store you shop in if there are any issues with thisWe have added notes to your account
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 thisThe 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] , 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 weeks since we received the chair and then another weeks to order a new one Regards, [redacted]
We are sorry this customer feels this wayWhen 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 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 warrantyAt that point she told us that she already had it repaired on her ownGiven that information we offered her a $courtesy voucher to our storesShe 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 herWe also apologize if she thinks we were rude in giving her that offer
Job performed on 6/13/at [redacted] ' residence needed some follow up attention on some overlooked areasCorrective action completed on 6/24/ Thank you [redacted] ***Thank you for your inquiry and consideration,Don's Tree Service
This customer purchased Tempupedic products which are subject to the Tempurpedic manufacturer's restricted price policyThey require anyone who carries their products to sell them at or above their minimum advertised prices (MAP)Steinhafels always sells Tempurpedic at the the lowest price allowed by the manufacturerWhen we advertised - 60% savings store-wide for our Employee Family Price Sale, it didn't mean that everything in the store was at these discountsIt means we are featuring many products throughout our different departments at these discountsAll our print advertising as well as our website states that manufacturer's restricted prices are excluded from further discounts This customer also signed a sales agreement and was given a receipt that states these termsThis customer can also check other retailers as well as the Tempurpedic Company website and they will find that they can't buy their bed for less money than what they paid at Steinhafels
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 planThis credit can be used towards a future purchase of any new furniture up to days after your service plan expires, excludes accessories and rugshttp://www.steinhafels.com/service/guardsmanThis customer was issued a gift voucher in June of for an amount of $If this customer mails back the voucher, we will accommodate him with a refundWe do not seek to misrepresent this program.He can mail the voucher to;Steinhafels Corporate Office
We acknowledge this customer's complaint and apologize for their experienceWe take every measure possible to prevent damage to furniture while in transitWhen issues occur such as what happened with this customer's nightstand, dresser and bed we will either provide a service technician to repair, exchange the items, or offer to return the damaged items for a refundIn this customer's case we sent our service tech to their home on June 8th and he installed a new support leg for the bed and filled and sealed the dent in their dresserWe also delivered them a new nightstand on June 8thOn June 20th we refunded them the delivery charge of $We are not able to refund them 45% - 50% of the price of the bedroom set as they are requesting, so we apologize againWe can however send them either a $courtesy voucher good on merchandise in our store or just refund that amount to them if they do not wish to receive a voucher from us
[A default letter is provided here which indicates your acceptance of the bu***ss's response If you wish, you may update it before sending it.] Better Bu***ss Bureau: I have reviewed the response made by the bu***ss in reference to complaint ID [redacted] , and will find that this resolution is satisfactory to me if the repairs are satisfactoryOur 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 backrestB) We were then told that it was 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] ***
Our Kenosha store general manager will be contacting this customerWe had an order open for the piece he is referring to, but it was voidedWe apologize for any lack of communication on our part and for any inconvenience this has caused for our customerWe do have the item in stock and our manager will work with this customer to re-instate his order
We acknowledge the customer's concernsWe can only stand by the terms of Guardsman protection planWe can provide our customer with a credit for the original amount she paid for her bedroom setHow she applies this credit to a new purchase is up to herShe would have to pay any difference in cost if the set she wants costs more than her original selectionWe believe this to be a common and reasonable procedure that occurs at most if not all retail storesWe would also expect the Revdex.com to acknowledge thisNo one from Steinhafels promised this customer if she had to replace her original set with a different set under her protection plan, that there would be no extra charge if the new set she wanted was more expensive
We acknowledge this customers complaint and again apologize for delivering him a sofa that he feels was not newAs stated previously we do not deliver used furniture as new to our customersThis was not sold to this customer in an conditionTherefore when he received a product that was not up to manufacturing standards we of course offered to exchange it for him which we didHe also has an option of returning the product to us for a complete refund if he is still not happy with our serviceRegarding the new replacement sofa, he did receive new cushionsThere 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 apologize to this customer for the long wait on receiving his repair partWe are refunding his $for his inconvenienceWe are also working with the mfr to get this shipped out as soon as possible
The Guardsman protection plan this customer purchased in Feb does not cover cracking or peeling of bonded leather materialThe manufacturer offered a year warranty on this customer's furnitureWe apologize for this customer's experience, however we can not offer a credit for the furniture On April 4, we did have a customer service representative try to call this customer to offer to refund the $they paid for the Guardsman planThe representative left a message for the customerWe apologize again if they did not receive this messageThe offer to refund their Guardsman plan is still an option for this customer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am happy to have inspection , the first time they offered back in April, they told me unless I pay to have professionally cleaned ($was the cheapest I could find- Chem Dry Madison WI)warranty will not up held anywayno matter if they did find it defectiveI 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 spotsThey will continue to get away with this if someone doesn't stand upIt 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 fairThat's like saying there is a warranty on a your carpet pad, but not if the carpet has hair or dust on itMakes no sense Regards, [redacted] ***
To settle this complaint we will contact this customer and offer to repair their furniture at no chargeWe apologize that they are having this issue