The company, Steinhafels, failed to tell the customer that this delivery schedule was an approximate date and that it might be later than that Had I know that I wouldn't have purchased the products at all This significantly puts that customer at disadvantage when planning their use for the product In addition, once do they do receive the product it takes them at least days to schedule the deliveryIf they tell customers it going to be in on the July 10....it truly can't even be delivered until July 17th They should be honest with their customers and give them proper expectations on delivery times so they can't make a decision on whether or not the product it something they would like purchase
This customer had her mattress delivered on 9/13/not We have never had a warranty inspection of her mattressShe emailed us on 4/28/to let us know she was having a problem with her mattress and in her email she mentioned that it had stainsOur customer service rep advised her to have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattressesManufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold upWe called her to have a service technician inspection on 11/3/
We again apologize for the inconvenience we have caused this customer with her purchases from our storeWe always collect the delivery fee and sales tax up front on orders that are going to be financed since only the cost of the furniture can be financedWe apologize for the lengthy delay on her ordersWe have been experiencing manufacturing, shipping and receiving delays due to a number of circumstances that are beyond our controlWe appreciate all customer feedback and will make every attempt to improve our order expediting where we canWe again deeply apologize for the frustration and unhappiness that caused our customer to cancel her ordersAs stated earlier, all her refunds have been issued and she has no open or active orders with us at this time
Better Bu***ss Bureau: I have reviewed the response made by the bu***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 satisfactionDue to the material on both the couch and reclining chair being damaged, what parts were ordered and what does the repair entail.] 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]
The finance plan this customer signed was for equal monthly paymentsWe apologize if there was any misunderstanding that we may have caused with their termsIn order to resolve this complaint we are asking the finance company, Wells Fargo to switch the term to equal monthly paymentsThere was no plan with the same or longer term that offered minimum monthly paymentsWells Fargo can take up to months to reflect this changeBy 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 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 shipping We will notify our customer when their order is received in our warehouseThey are important to us and we appreciate their business!Our goal is for them to enjoy their new furniture as soon as possibleWe have also given them a 10% price adjustment for the delaythis will be refunded to the credit card they used to make their purchase
No, you do not need to pay the re-stocking fee prior to the pick upThe re-stocking is sent to Wells Fargo to be applied to your financingAny refund back to you from Wells Fargo will be less the re-stocking feeThank You
We understand your concerns, and we don't want to leave you,with an impression of brushing you offWe are only interested in resolving the issueWe again apologize if that's the impression we gave with our last responseWe have spoken to our contact at the [redacted] company and she has advised us that your parts are scheduled to ship from their factory the week of 11/We expect them to arrive to us sometime during the week of 12/As soon as we get them in, we will be sending you a notification
We will contact this customer to set up a service technician to see if we can take care of thisThere will be no charge even though the furniture is out of the manufacturer's warranty at this time
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 BBB 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***
To settle this customer's complaint, we can offer a $refund on the sectional to keep it and a full refund of on the Guardsman Protection Plan for a total of $We can no longer get any repair parts for this furniture and its out of warrantyWe realize the customer started their repair requests at the end of the first year warranty, however at this point two and a half years after the original delivery, we no longer order from this manufacturer and they will not ship us any parts
This individual is referring to an sofa purchase they made in Oct The item was purchased by them out of one of our clearance centersIt was clearly disclosed on the price tag and on their receipt that they were purchasing the sofa in an condition with NO SERVICE / NO HOLDS / NO RETURN / NO WARRANTYWe offer service on out of warranty items for a $trip charge and a $repair feeThis option was offered to this individual but they declinedWe researched their claim with the sales associate who entered their purchase, and he claims he never made a verbal or written promise of a warranty on this sale since he is a manager in our company and is aware of our policy on clearance center furnitureIf this customer would like to send us photos of the condition of their furniture and where the seam is opening up, we can assess the problem and decide what options we can offer themThey can send photos to [email protected] customer also should also give us their customer code off their receipt on the email
We apologize for this customer not having a good experienceWe will be refunding the for the Guardsman Protection plan they referenced on their complaint
We acknowledge this customer's complaint and apologize for the time it takes to receive repair parts from manufacturersWe 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 themThey did verify again that when the parts are received they will ship them to the customerAt that point there will be instructions for the customer to call Guardsman to arrange for their technician to come back to install them
We disclose on our sales agreements and in our advertising that adjustable bases are non-returnable itemsThis customer agreed to those terms when he signed his sales agreementThe brackets that we supplied to him at no additional charge would have resolved the issue with his headboardThere will always be some flex or movement on the headboard when attaching it any bed frame, including an adjustable baseDue to this customers concern for his safety, we will accommodate him and allow him to return the bases in exchange for regular box springsWe 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. However, I believe Steinhafels needs to revise practices surrounding their email system and educating all customer service personnel and store managers to understand shipping and receiving timelines to eliminate frustration and false hope of dates for furniture to be received. 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 the Revdex.com: We can consider this matter closed and the customer dissatisfied because Steinhafel’s has acted in bad faith throughout these negotiationsThere is one thing I have asked for numerous times and in the plainest English I can use; to provide me with proof that the original couch I had was new when Steinhafel’s took possession of it and what state of use it was in while in Steinhafels’ possessionThe man who told me on the phone that he had such proof is the same man who, in the last two answers I received, has not only failed to provide what I asked for, he has completely ignored the fact that I am even asking for itTherefore, judging by the evidence presented, which is only mine, I think there’s little doubt that Steinhafels sold me a used couch and are working hard to hide that factBelow I will list the Revdex.com Code of Business Practices that I feel Steinhafels has either broken or ignored in the course of my doing business with them in regards only to the issue of the used sofaThank you for your assistance in this matterAvoid misleading customers by creating the impression of sponsorship, endorsement, popularity, TRUSTWORTHINESS, PRODUCT QUALITY or business size through the misuse of logos, trustmarks, pictures, testimonials, OR OTHER MEANS.AMake known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts.BEnsure that any written materials are readily available, clear, accurate and complete Regards, Bill [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.
The company, Steinhafels, failed to tell the customer that this delivery schedule was an approximate date and that it might be later than that Had I know that I wouldn't have purchased the products at all This significantly puts that customer at disadvantage when planning their use for the product In addition, once do they do receive the product it takes them at least days to schedule the deliveryIf they tell customers it going to be in on the July 10....it truly can't even be delivered until July 17th They should be honest with their customers and give them proper expectations on delivery times so they can't make a decision on whether or not the product it something they would like purchase
This customer had her mattress delivered on 9/13/not We have never had a warranty inspection of her mattressShe emailed us on 4/28/to let us know she was having a problem with her mattress and in her email she mentioned that it had stainsOur customer service rep advised her to have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattressesManufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold upWe called her to have a service technician inspection on 11/3/
We are processing a $refund for this customer and the Exchange of their door chest is being done on Friday, April
We again apologize for the inconvenience we have caused this customer with her purchases from our storeWe always collect the delivery fee and sales tax up front on orders that are going to be financed since only the cost of the furniture can be financedWe apologize for the lengthy delay on her ordersWe have been experiencing manufacturing, shipping and receiving delays due to a number of circumstances that are beyond our controlWe appreciate all customer feedback and will make every attempt to improve our order expediting where we canWe again deeply apologize for the frustration and unhappiness that caused our customer to cancel her ordersAs stated earlier, all her refunds have been issued and she has no open or active orders with us at this time
Better Bu***ss Bureau: I have reviewed the response made by the bu***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 satisfactionDue to the material on both the couch and reclining chair being damaged, what parts were ordered and what does the repair entail.] 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]
The finance plan this customer signed was for equal monthly paymentsWe apologize if there was any misunderstanding that we may have caused with their termsIn order to resolve this complaint we are asking the finance company, Wells Fargo to switch the term to equal monthly paymentsThere was no plan with the same or longer term that offered minimum monthly paymentsWells Fargo can take up to months to reflect this changeBy 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 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 shipping We will notify our customer when their order is received in our warehouseThey are important to us and we appreciate their business!Our goal is for them to enjoy their new furniture as soon as possibleWe have also given them a 10% price adjustment for the delaythis will be refunded to the credit card they used to make their purchase
No, you do not need to pay the re-stocking fee prior to the pick upThe re-stocking is sent to Wells Fargo to be applied to your financingAny refund back to you from Wells Fargo will be less the re-stocking feeThank You
We understand your concerns, and we don't want to leave you,with an impression of brushing you offWe are only interested in resolving the issueWe again apologize if that's the impression we gave with our last responseWe have spoken to our contact at the [redacted] company and she has advised us that your parts are scheduled to ship from their factory the week of 11/We expect them to arrive to us sometime during the week of 12/As soon as we get them in, we will be sending you a notification
We will contact this customer to set up a service technician to see if we can take care of thisThere will be no charge even though the furniture is out of the manufacturer's warranty at this time
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 BBB 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***
To settle this customer's complaint, we can offer a $refund on the sectional to keep it and a full refund of on the Guardsman Protection Plan for a total of $We can no longer get any repair parts for this furniture and its out of warrantyWe realize the customer started their repair requests at the end of the first year warranty, however at this point two and a half years after the original delivery, we no longer order from this manufacturer and they will not ship us any parts
This individual is referring to an sofa purchase they made in Oct The item was purchased by them out of one of our clearance centersIt was clearly disclosed on the price tag and on their receipt that they were purchasing the sofa in an condition with NO SERVICE / NO HOLDS / NO RETURN / NO WARRANTYWe offer service on out of warranty items for a $trip charge and a $repair feeThis option was offered to this individual but they declinedWe researched their claim with the sales associate who entered their purchase, and he claims he never made a verbal or written promise of a warranty on this sale since he is a manager in our company and is aware of our policy on clearance center furnitureIf this customer would like to send us photos of the condition of their furniture and where the seam is opening up, we can assess the problem and decide what options we can offer themThey can send photos to [email protected] customer also should also give us their customer code off their receipt on the email
We apologize for this customer not having a good experienceWe will be refunding the for the Guardsman Protection plan they referenced on their complaint
We acknowledge this customer's complaint and apologize for the time it takes to receive repair parts from manufacturersWe 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 themThey did verify again that when the parts are received they will ship them to the customerAt that point there will be instructions for the customer to call Guardsman to arrange for their technician to come back to install them
We disclose on our sales agreements and in our advertising that adjustable bases are non-returnable itemsThis customer agreed to those terms when he signed his sales agreementThe brackets that we supplied to him at no additional charge would have resolved the issue with his headboardThere will always be some flex or movement on the headboard when attaching it any bed frame, including an adjustable baseDue to this customers concern for his safety, we will accommodate him and allow him to return the bases in exchange for regular box springsWe 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. However, I believe Steinhafels needs to revise practices surrounding their email system and educating all customer service personnel and store managers to understand shipping and receiving timelines to eliminate frustration and false hope of dates for furniture to be received. 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 the Revdex.com: We can consider this matter closed and the customer dissatisfied because Steinhafel’s has acted in bad faith throughout these negotiationsThere is one thing I have asked for numerous times and in the plainest English I can use; to provide me with proof that the original couch I had was new when Steinhafel’s took possession of it and what state of use it was in while in Steinhafels’ possessionThe man who told me on the phone that he had such proof is the same man who, in the last two answers I received, has not only failed to provide what I asked for, he has completely ignored the fact that I am even asking for itTherefore, judging by the evidence presented, which is only mine, I think there’s little doubt that Steinhafels sold me a used couch and are working hard to hide that factBelow I will list the Revdex.com Code of Business Practices that I feel Steinhafels has either broken or ignored in the course of my doing business with them in regards only to the issue of the used sofaThank you for your assistance in this matterAvoid misleading customers by creating the impression of sponsorship, endorsement, popularity, TRUSTWORTHINESS, PRODUCT QUALITY or business size through the misuse of logos, trustmarks, pictures, testimonials, OR OTHER MEANS.AMake known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts.BEnsure that any written materials are readily available, clear, accurate and complete Regards, Bill [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.