In reference to customer order 0814617TIEH & Revdex.com complaintSteinhafels has picked up all merchandise the customer purchased on 8/14/We have also refunded all the Visa charges & Wells Fargo charges in full.Here are the specifics which customer can verify on both Visa & Wells Fargo Statements:Charges:Visa (1290) charge of $on 8/14/(this was done at our Appleton location)Visa (1290) charge of $on 8/28/(this was done by customer via our website)Wells Fargo charge of $on 11/14/16Wells Fargo charge of $on 11/14/16Total charges = $4951.28Steinhafels picked up all merchandise from customer on Feb 27, 2017Refunds are as follows:Visa (1290) refund of $on 2/28/17Visa (1290) refund of $on 2/28/17Visa (1290) refund of $pm 2/28/17Wells Fargo refund of $on 2/28/17Wells Fargo refund of $on 2/28/17Total refunds = $4951.28In the customer letter to Revdex.com they state the total amount of their order is $This was the amount of the order BEFORE we applied further sale discounts on 8/28/The total sale (including tax) at time of delivery is $As you can verify above, the order was paid for with Visa totaling $& Wells Fargo financing totaling $3894.41.Please let us know if you need any further information to help the customer
Hello, thanks for wor [redacted] on my complaintSince sending the email I have received a call from Guardsman Revdex.com customer service rep JoyceI had placed a call to her before the email and got nothing but a voicemail so I proceeded with the complaintIn the phone call she said that she is contacting Steinhafels to have them replace the couch with a new one, but if anything happens to this couch it will not be coveredI little scary but understandableSo, in short I believe I am getting the resolution I asked for, but if possible please don't close this just yetI haven't received any confirmations or anything, I just want to make sure to let you know that they are actually doing somethingI will message you with the final resolution good or bad.Thanks again for your help [redacted] ***
We acknowledge your concern and understand how you feelOur technician will look at the issue and recommend the best solutionHe will not try to repair it again if you do not want him toHe is scheduled for Jan 4th
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]
[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 I have received the refund of the delivery chargeThank you Regards, [redacted] ***
We acknowledge and apologize for this customer's frustration, however The Guardsman year protection plan this customer purchased is separate and unrelated to the manufacturers one year warrantyWe do not have any control over Guardsman claims approvals or denialsGuardsman has their own policy of how claims need to be filed and what is covered and not coveredThis customer should be filing their complaint against Guardsman if they are in disagreement with the their filing deadlinesSteinhafels Furniture again has no control over thisSteinhafels 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 claimsWe 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
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 GuardsmanThe cracking/peeling bonded leather is only part of the issueThe frame of the sectional is also broken in more than 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 frameThe printed paperwork clearly states that I have days to submit the paperworkThis form is generated by completing the online formI completed the forms online on 3/23/I mailed the forms to Guardsman on 3/24/Guardsman confirmed receipt of the forms on 3/29/Guardsman claims I only had days from my initial phone call (2/26/2016) to submit all paperwork to themThey claim it was received on 3/29/2016--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 days to have the paperwork in their office from the day I called themThey count the day I called them as day I did not submit paperwork that dayI was told I would need to fill out their claim form which they would email to meThey sent the forms after 5pm on a FridayThe deadline was not on any forms until I filled out the online forms (on 3/23/2016)They confirmed receipt on 3/29/(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 "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 yearI would NEVER had made this purchase knowing what I now know about Steinhafels Regards, [redacted]
We Trimmed Mrs [redacted] trees on Saturday April 1st (different crew) , all seems to have went wellThank you for your help in this matter [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,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 $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]
We apologize to our customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from the manufacturerTheir delays are frustrating when they occur and they happen for many reasonsWe are in regular communication with the manufacturers and work hard to expedite shippingWe will continue the weekly emails to them until their sofa arrivesAs soon as that happens we will notify them Our goal is for our customers to enjoy their new furniture as soon as possibleWe have already refunded their delivery charge for the delay
Our technician's report did not find this customer's mattress defective under the manufacturer's warrantyA dip or depression on the sleeping surface must be 1/2" or greaterThis customer's mattress measured only inchThis is considered a body impression.We will not be able to allow this customer to return and re-select another mattressHere is the history of events for this customer;2/17/- Customer made his original purchase of a king mattress with adjustable basesThe terms of the sale stated that the adjustable bases were non-returnable, and that he had had a night comfort guarantee on the mattress.3/1/- Customer re-selected a new king mattress and made arrangements to return his first mattressThis was his one time re-selection under the terms of our night comfort guarantee3/8/- Customer files 1st complaint with the Revdex.com stating he wants to return his adjustable bases, even though the terms of his original sale clearly state they are non-returnable itemsHe states that the reason is they can't be safely connected to his existing headboardWe accommodated customer and allowed the adjustable bases to be returned so he could purchase regular box springs instead.4/17/- Customer requested to re-select another king mattress, even though he had already exercised his one time re-selection option under our night comfort guaranteeWe accommodated customer and allowed him to re-select a second time and return his second mattress
Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking feeBased on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store
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 and a half years and I still would like my full refundI'm curious to know when the relationship with the vendor endedIt took Steinhafel's months to get back to me in regards to the cover Regards, [redacted] ***
We have issued credit memo [redacted] for this customer to have his dining set returnedWe will not be charging any restocking charges and he can choose to get a refund for it or use it towards new merchandiseHe can call us at ###-###-#### to schedule a pick upWe would prefer to have it picked up as soon as possibleWe consider this to be our final offer to settle his complaint
This is the same complaint you sent to us on 11/14/and that we also responded to on 11/14/You have our response already in the fileIn case you do not or if there was an error in filing it, here is our response again;Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking feeBased on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the storeOur position in this matter has not changed and we consider this to be our final response to Revdex.com regarding this matter
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 feel as though this is another brush off I really do appreciate the apology, but I would like an estimated time frame we are loo [redacted] at It had already been weeks and I have a hard time trusting that this will be completed within the weeks we just disclosed of yesterday the 15th Regards, [redacted] ***
Our service manager has left two messages for this customerHe will call him again on Tuesday morning 11/to discuss the issueWe already have the required parts on order
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.] Regards, [redacted]
We are issuing a store credit to this customerWe will allow a return on the sleeper sofa and she can re-select new merchandise with the creditHer total credit is including sales taxShe can come to our store to re-select and mention the creditWe will deliver her re-selection to her and pick up the sleeper at the same timeWe will call her to advise
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.] As you can see the frame is clearly visible threw the fabric on the arms of the chairsALSO I CAN'T BELIEVE THE FACTORY OR STEINHAFELS WOULD SELL OR BUY A CHAIR THAT'S WILL LOOK YEARS OLD AFTER ONLY MONTHSI 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 months would be considered junk Regards, Ninna ***
In reference to customer order 0814617TIEH & Revdex.com complaintSteinhafels has picked up all merchandise the customer purchased on 8/14/We have also refunded all the Visa charges & Wells Fargo charges in full.Here are the specifics which customer can verify on both Visa & Wells Fargo Statements:Charges:Visa (1290) charge of $on 8/14/(this was done at our Appleton location)Visa (1290) charge of $on 8/28/(this was done by customer via our website)Wells Fargo charge of $on 11/14/16Wells Fargo charge of $on 11/14/16Total charges = $4951.28Steinhafels picked up all merchandise from customer on Feb 27, 2017Refunds are as follows:Visa (1290) refund of $on 2/28/17Visa (1290) refund of $on 2/28/17Visa (1290) refund of $pm 2/28/17Wells Fargo refund of $on 2/28/17Wells Fargo refund of $on 2/28/17Total refunds = $4951.28In the customer letter to Revdex.com they state the total amount of their order is $This was the amount of the order BEFORE we applied further sale discounts on 8/28/The total sale (including tax) at time of delivery is $As you can verify above, the order was paid for with Visa totaling $& Wells Fargo financing totaling $3894.41.Please let us know if you need any further information to help the customer
Hello, thanks for wor [redacted] on my complaintSince sending the email I have received a call from Guardsman Revdex.com customer service rep JoyceI had placed a call to her before the email and got nothing but a voicemail so I proceeded with the complaintIn the phone call she said that she is contacting Steinhafels to have them replace the couch with a new one, but if anything happens to this couch it will not be coveredI little scary but understandableSo, in short I believe I am getting the resolution I asked for, but if possible please don't close this just yetI haven't received any confirmations or anything, I just want to make sure to let you know that they are actually doing somethingI will message you with the final resolution good or bad.Thanks again for your help [redacted] ***
We acknowledge your concern and understand how you feelOur technician will look at the issue and recommend the best solutionHe will not try to repair it again if you do not want him toHe is scheduled for Jan 4th
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]
[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 I have received the refund of the delivery chargeThank you Regards, [redacted] ***
We acknowledge and apologize for this customer's frustration, however The Guardsman year protection plan this customer purchased is separate and unrelated to the manufacturers one year warrantyWe do not have any control over Guardsman claims approvals or denialsGuardsman has their own policy of how claims need to be filed and what is covered and not coveredThis customer should be filing their complaint against Guardsman if they are in disagreement with the their filing deadlinesSteinhafels Furniture again has no control over thisSteinhafels 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 claimsWe 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
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 GuardsmanThe cracking/peeling bonded leather is only part of the issueThe frame of the sectional is also broken in more than 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 frameThe printed paperwork clearly states that I have days to submit the paperworkThis form is generated by completing the online formI completed the forms online on 3/23/I mailed the forms to Guardsman on 3/24/Guardsman confirmed receipt of the forms on 3/29/Guardsman claims I only had days from my initial phone call (2/26/2016) to submit all paperwork to themThey claim it was received on 3/29/2016--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 days to have the paperwork in their office from the day I called themThey count the day I called them as day I did not submit paperwork that dayI was told I would need to fill out their claim form which they would email to meThey sent the forms after 5pm on a FridayThe deadline was not on any forms until I filled out the online forms (on 3/23/2016)They confirmed receipt on 3/29/(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 "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 yearI would NEVER had made this purchase knowing what I now know about Steinhafels Regards, [redacted]
We Trimmed Mrs [redacted] trees on Saturday April 1st (different crew) , all seems to have went wellThank you for your help in this matter [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,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 $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]
We apologize to our customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from the manufacturerTheir delays are frustrating when they occur and they happen for many reasonsWe are in regular communication with the manufacturers and work hard to expedite shippingWe will continue the weekly emails to them until their sofa arrivesAs soon as that happens we will notify them Our goal is for our customers to enjoy their new furniture as soon as possibleWe have already refunded their delivery charge for the delay
Our technician's report did not find this customer's mattress defective under the manufacturer's warrantyA dip or depression on the sleeping surface must be 1/2" or greaterThis customer's mattress measured only inchThis is considered a body impression.We will not be able to allow this customer to return and re-select another mattressHere is the history of events for this customer;2/17/- Customer made his original purchase of a king mattress with adjustable basesThe terms of the sale stated that the adjustable bases were non-returnable, and that he had had a night comfort guarantee on the mattress.3/1/- Customer re-selected a new king mattress and made arrangements to return his first mattressThis was his one time re-selection under the terms of our night comfort guarantee3/8/- Customer files 1st complaint with the Revdex.com stating he wants to return his adjustable bases, even though the terms of his original sale clearly state they are non-returnable itemsHe states that the reason is they can't be safely connected to his existing headboardWe accommodated customer and allowed the adjustable bases to be returned so he could purchase regular box springs instead.4/17/- Customer requested to re-select another king mattress, even though he had already exercised his one time re-selection option under our night comfort guaranteeWe accommodated customer and allowed him to re-select a second time and return his second mattress
Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking feeBased on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store
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 and a half years and I still would like my full refundI'm curious to know when the relationship with the vendor endedIt took Steinhafel's months to get back to me in regards to the cover Regards, [redacted] ***
We have issued credit memo [redacted] for this customer to have his dining set returnedWe will not be charging any restocking charges and he can choose to get a refund for it or use it towards new merchandiseHe can call us at ###-###-#### to schedule a pick upWe would prefer to have it picked up as soon as possibleWe consider this to be our final offer to settle his complaint
This is the same complaint you sent to us on 11/14/and that we also responded to on 11/14/You have our response already in the fileIn case you do not or if there was an error in filing it, here is our response again;Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician Based on our research, we advise that the leather from La-Z-Boy is within the perimeters set by the manufacturer for color and texture We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking feeBased on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the storeOur position in this matter has not changed and we consider this to be our final response to Revdex.com regarding this matter
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 feel as though this is another brush off I really do appreciate the apology, but I would like an estimated time frame we are loo [redacted] at It had already been weeks and I have a hard time trusting that this will be completed within the weeks we just disclosed of yesterday the 15th Regards, [redacted] ***
Our service manager has left two messages for this customerHe will call him again on Tuesday morning 11/to discuss the issueWe already have the required parts on order
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.] Regards, [redacted]
We are issuing a store credit to this customerWe will allow a return on the sleeper sofa and she can re-select new merchandise with the creditHer total credit is including sales taxShe can come to our store to re-select and mention the creditWe will deliver her re-selection to her and pick up the sleeper at the same timeWe will call her to advise
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.] As you can see the frame is clearly visible threw the fabric on the arms of the chairsALSO I CAN'T BELIEVE THE FACTORY OR STEINHAFELS WOULD SELL OR BUY A CHAIR THAT'S WILL LOOK YEARS OLD AFTER ONLY MONTHSI 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 months would be considered junk Regards, Ninna ***