We acknowledge that this customer is unhappy with their sofaWe stand behind our products for one year against manufacturing defectsHowever, if we have two inspections of a customer's sofa, and neither technician could find any defect, unfortunately there is nothing we can repair, or replace
We apologize for the initial denial of the warranty claim due to a stainWe have reviewed the claim with Simmons and they have now approved itWe have sent an email to the customer letting them know that they can have a replacementThey also will receive free delivery of the replacementIf they choose to upgrade from the recommended replacement they will be responsible for any additional costWe now consider this complaint closed
I am rejecting their offer because it will cost me more money That is not the deal that was made They agreed to sell me a clock for that particular price I should not have to pay more for the clock The company is unethical They should keep their part of the bargain
On Thursday, 10/12/this customer came to our Layton store closing sale and put down $on a clock we were selling off our floor display in conditionThe total with tax for the clock was $The terms of our sale were no holds and items needed to be picked up within hoursThese terms Items also needed to be paid in full at time of saleOur store management stated that the customer told them she would be coming back on the next Friday to pay the balanceShe did not come on Friday 10/or Friday 10/At this point we were still holding the clockBy 10/our store management canceled the order and processed a $customer refundThe clock then went back for sale and was sold to another customer who paid for it and took it along the same dayWe held the item for this customer for days, even though the terms of the sale were pick up within hours If this customer still wants this clock we have it on sale in new condition from our stock at $
We will be contacting the customer to set up a service technician to assess the situationWe want to see if this can be repaired for this customerThank You, Steinhafels
We apologize if this customer feels we are not providing her with good optionsRegarding her statement that there is no warranty on a replacement mattress, she is mistakenShe will have a warranty on any new mattress she choosesShe can also select any mattress by any manufacturer in our assortment and use her $credit towards the priceIn addition, even though we normally don't offer a night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selectsWe again apologize if we have caused any inconvenience
This customer's order was canceled on 6/25/She has been refunded the following amounts on her Mastercard; on 6/24/2015, on 6/26/2015, on 6/26/2015, and on 6/27/We apologize for the delay on her order as well as any other inconvenience she experienced with the transaction
Our technician's report and photos from January shows spots on your furniture that look they were caused by some type of liquid spillNormally you would get coverage for accidental occurrences through your Guardsman protection planHowever, to solve your complaint, Steinhafels will order the repair parts from the manufacturer and notify you when they arriveAt that time we will send our technician back to your home to replace the partsWe have made note of this decision in your service orderRE Service order 0101806ICJK / for [redacted] [redacted]
Our service technician found no defects with the chairsWe have attached pictures as wellWe apologize, but as we have already told our customer, the quality is factory standardWe have ordered new seat cushion cores for the customer to help give the chair better seating support
Our technician confirmed on March that we delivered the correct mattress to this customerOn March we sent them an email to confirm his findings and let them know they could re-select with a restocking feeOn June the customer opted to return the mattress and not to re-selectThis is still subject to the restocking fee and we will not waive itAll new mattresses have a break in periodJumping on the mattress is not required to make a mattress break inSleeping on the mattress will eventually break the mattress inMattresses in a home will break in faster than a floor model mattress in the storeFloor model mattresses are laid on for only short periods of time vs ones in a home that are slept on every night
We apologize to this customer for the length of time Guardsman took to process her claim for her chairHer electric power mechanism was covered under the year Guardsman protection plan she purchased when she bought her chairGuardsman is providing the repair and the partThe part just arrived and was sent via UPS to her residence on Sept When she receives the part she will need to contact Guardsman to have them send their technician to install itWe again apologize for the time Guardsman taking to to repair her chairWe realize how important this chair is to her
[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 apologize to this customer if we have caused her any inconvenienceThis customer's box springs are still under warrantyIf there is a defect, we can replace them or have her upgrade to better onesWe will need to send a service tech to evaluate if they are defectiveWe have opened up a service order for her and all she has to do is call us at ###-###-#### to get it scheduled for inspectionRegarding her request for $300, we will not be able to accommodate that
We Acknowledge the customers' concern and again are sorry they feel this wayThe report we received back from our technician shows a sofa that has been damaged in the home by something that happened in the homeWith all due respect, furniture does not fall apart to this extent unless something happened to itWe hope the customer can get Guardsman to cover 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 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 warrantyThe only solution I was offered was a store credit that does not cover the cost of any replacement set in the storeI 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 storeI 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 setAs 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 setsThis credit does not cover a comparable set, or any set in the storeIf 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 brokeI 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] ***
We apologize if this customer thought she would get a money refund for the Guardsman protection planSteinhafels has always offered a merchandise credit for the amount a customer spent on the Guardsman plan if there was not a claim made in the year periodIn the interest of resolving this customer's complaint, we will refund herHowever, this is an exception to our policyOur sales staff is trained to present this program properly, and they do not promise money refunds for the protection plan
[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 there are no possible results that would change the outcome of this complaint I expect that they will continue to provide poor customer service, continue to sell items they do not have in the store and cannot get, and they will still continue to take money for delivery and tax on items they cannot deliver Even knowing that, they will still show a great rating on this site because they sent a lame apology I will continue to inform everyone I meet about the store and my experience 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.You stated that you were hoping to have more in stock, which means you were planning to offer this pricing to more customers It's frustrating to know that you have the ability to make this situation right, by giving us the advertised priceWe, along with our extended families, have bought countless furniture items from Steinhafels and previously would have considered ourselves loyal customers We are not asking for anything free, we are asking you to honor the price as advertised Had you had one in stock at the Menomonee Falls location, we would have had the opportunity to purchase it as we were there when you opened Please make this right Regards, [redacted] ***
We apologize to this customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from our manufacturersTheir 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 notify this customer when their order is received fully in our warehouseWe are still waiting for cushions and a glass topThe glass top has an ETA of Aug 1st and the cushions have an ETA of July 21stWe also spoke to our Madison store general manager who said he spoke to this customer on Tuesday July He advised that he offered this customer the glass top off the display floor and a $discount for the delayHe said he was declined on the offerAlso, we can absolutely deliver what we have in stock so they can get the majority of the merchandise while still waiting for the three cushions and glass top, This customer is important to us and we appreciate their business! Our goal is for them to enjoy their new furniture as soon as possible
We acknowledge that this customer is unhappy with their sofaWe stand behind our products for one year against manufacturing defectsHowever, if we have two inspections of a customer's sofa, and neither technician could find any defect, unfortunately there is nothing we can repair, or replace
We apologize for the initial denial of the warranty claim due to a stainWe have reviewed the claim with Simmons and they have now approved itWe have sent an email to the customer letting them know that they can have a replacementThey also will receive free delivery of the replacementIf they choose to upgrade from the recommended replacement they will be responsible for any additional costWe now consider this complaint closed
We apologize for this customers experienceWe are refunding his $delivery fee for his inconvenienceDelivery was finalized for him on 9/25/
I am rejecting their offer because it will cost me more money That is not the deal that was made They agreed to sell me a clock for that particular price I should not have to pay more for the clock The company is unethical They should keep their part of the bargain
On Thursday, 10/12/this customer came to our Layton store closing sale and put down $on a clock we were selling off our floor display in conditionThe total with tax for the clock was $The terms of our sale were no holds and items needed to be picked up within hoursThese terms Items also needed to be paid in full at time of saleOur store management stated that the customer told them she would be coming back on the next Friday to pay the balanceShe did not come on Friday 10/or Friday 10/At this point we were still holding the clockBy 10/our store management canceled the order and processed a $customer refundThe clock then went back for sale and was sold to another customer who paid for it and took it along the same dayWe held the item for this customer for days, even though the terms of the sale were pick up within hours If this customer still wants this clock we have it on sale in new condition from our stock at $
We will be contacting the customer to set up a service technician to assess the situationWe want to see if this can be repaired for this customerThank You, Steinhafels
We apologize if this customer feels we are not providing her with good optionsRegarding her statement that there is no warranty on a replacement mattress, she is mistakenShe will have a warranty on any new mattress she choosesShe can also select any mattress by any manufacturer in our assortment and use her $credit towards the priceIn addition, even though we normally don't offer a night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selectsWe again apologize if we have caused any inconvenience
This customer's order was canceled on 6/25/She has been refunded the following amounts on her Mastercard; on 6/24/2015, on 6/26/2015, on 6/26/2015, and on 6/27/We apologize for the delay on her order as well as any other inconvenience she experienced with the transaction
Our technician's report and photos from January shows spots on your furniture that look they were caused by some type of liquid spillNormally you would get coverage for accidental occurrences through your Guardsman protection planHowever, to solve your complaint, Steinhafels will order the repair parts from the manufacturer and notify you when they arriveAt that time we will send our technician back to your home to replace the partsWe have made note of this decision in your service orderRE Service order 0101806ICJK / for [redacted] [redacted]
Our service technician found no defects with the chairsWe have attached pictures as wellWe apologize, but as we have already told our customer, the quality is factory standardWe have ordered new seat cushion cores for the customer to help give the chair better seating support
Our technician confirmed on March that we delivered the correct mattress to this customerOn March we sent them an email to confirm his findings and let them know they could re-select with a restocking feeOn June the customer opted to return the mattress and not to re-selectThis is still subject to the restocking fee and we will not waive itAll new mattresses have a break in periodJumping on the mattress is not required to make a mattress break inSleeping on the mattress will eventually break the mattress inMattresses in a home will break in faster than a floor model mattress in the storeFloor model mattresses are laid on for only short periods of time vs ones in a home that are slept on every night
We apologize to this customer for the length of time Guardsman took to process her claim for her chairHer electric power mechanism was covered under the year Guardsman protection plan she purchased when she bought her chairGuardsman is providing the repair and the partThe part just arrived and was sent via UPS to her residence on Sept When she receives the part she will need to contact Guardsman to have them send their technician to install itWe again apologize for the time Guardsman taking to to repair her chairWe realize how important this chair is to her
[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 apologize to this customer if we have caused her any inconvenienceThis customer's box springs are still under warrantyIf there is a defect, we can replace them or have her upgrade to better onesWe will need to send a service tech to evaluate if they are defectiveWe have opened up a service order for her and all she has to do is call us at ###-###-#### to get it scheduled for inspectionRegarding her request for $300, we will not be able to accommodate that
We Acknowledge the customers' concern and again are sorry they feel this wayThe report we received back from our technician shows a sofa that has been damaged in the home by something that happened in the homeWith all due respect, furniture does not fall apart to this extent unless something happened to itWe hope the customer can get Guardsman to cover 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 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 warrantyThe only solution I was offered was a store credit that does not cover the cost of any replacement set in the storeI 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 storeI 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 setAs 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 setsThis credit does not cover a comparable set, or any set in the storeIf 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 brokeI 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] ***
We apologize if this customer thought she would get a money refund for the Guardsman protection planSteinhafels has always offered a merchandise credit for the amount a customer spent on the Guardsman plan if there was not a claim made in the year periodIn the interest of resolving this customer's complaint, we will refund herHowever, this is an exception to our policyOur sales staff is trained to present this program properly, and they do not promise money refunds for the protection plan
[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 there are no possible results that would change the outcome of this complaint I expect that they will continue to provide poor customer service, continue to sell items they do not have in the store and cannot get, and they will still continue to take money for delivery and tax on items they cannot deliver Even knowing that, they will still show a great rating on this site because they sent a lame apology I will continue to inform everyone I meet about the store and my experience 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.You stated that you were hoping to have more in stock, which means you were planning to offer this pricing to more customers It's frustrating to know that you have the ability to make this situation right, by giving us the advertised priceWe, along with our extended families, have bought countless furniture items from Steinhafels and previously would have considered ourselves loyal customers We are not asking for anything free, we are asking you to honor the price as advertised Had you had one in stock at the Menomonee Falls location, we would have had the opportunity to purchase it as we were there when you opened Please make this right Regards, [redacted] ***
We apologize to this customer for the inconvenience of waiting for their order Arrival dates are based on the latest shipping information from our manufacturersTheir 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 notify this customer when their order is received fully in our warehouseWe are still waiting for cushions and a glass topThe glass top has an ETA of Aug 1st and the cushions have an ETA of July 21stWe also spoke to our Madison store general manager who said he spoke to this customer on Tuesday July He advised that he offered this customer the glass top off the display floor and a $discount for the delayHe said he was declined on the offerAlso, we can absolutely deliver what we have in stock so they can get the majority of the merchandise while still waiting for the three cushions and glass top, This customer is important to us and we appreciate their business! Our goal is for them to enjoy their new furniture as soon as possible