Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ In response to the complaint from [redacted] , we acknowledge she has had issues with her living room set , what we do as retailers is bring the issue to manufacturer and they then decide on what is to be done to repair the problem, in this case it was mechanisms that were to be replaced , which we didthe issue of being not being in a timely fashion is twofold , they live minutes away and the customers were not home on a few occasions we would have liked to return the loveseat, we never did charge for the travel to and from which is not covered under the manufacturers warranty and is the responsibility of the consumer We then decided that we would extend the warranty by months on this unit because of the inconvenience they have hadI had spoken directly to Mr [redacted] on this issue That is when we returned the loveseat only to find out that our upholsterer must have made an error in his repair This was on a Friday and on the following Monday they decide to post on our [redacted] of what a terrible company/people we are and such, this was followed up by the private inboxed message [redacted] As for the desired resolution, this will not be refunded or exchanged , this was apparent from the very first time we inspected the problemThis set has been well used in such a short period of time ,we could visibly see pet damage [redacted] , more so then regular wear and tearWe all as consumers have had frustrating purchases in life , myself included but we feel because they were not given a replacement set nothing we could do would satisfy the [redacted] s anyway, [redacted] warranty actually is , it is for protection against a manufacturers defect and retailers like ourselves our bound by what the warranty giver will doThe warranty comes from the people who make the furniture and we as retailers are the middle man as to helping you resolve the issue [redacted] If they would like this unit repaired we are willing to fix the error made on the love seat Have the [redacted] s contact us and we will send out a third party for repairs [redacted] [redacted] Sincerly, [redacted] owner/operator Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, it was nice to read that this company admits that we were inconvenienced by this set, and that they acknowledge that we have had problems with itIt was also nice to hear that they take some kind of responsibility with the loveseat, saying that it was an error in the upholsterers repair Saying that the time of fixing our set and bringing it back was twofold [redacted] What I was talking about was the amount of time it took to get it fixed [redacted] The marks that this company is talking about is from our [redacted] And actually this has nothing to do with the mechanisms of this set, which is what I was having the problems with in the first place [redacted] When my husband called you on Friday, to ask when you were coming to pick the loveseat up, you told him to forget about it getting fixed, that you were not going to fix it [redacted] So in response to your responseWe are willing to let you fix the issue with our loveseat, and to honor your extended warranty of six months which will end in [redacted] After this date, I wish to never ever have any correspondence with this company again Final Business Response / [redacted] (4000, 9, 2015/05/26) */ we will be contacting a third party for pick up and repair of the loveseat , there will be a transportation cost associated with this repair now as it has become obvious that we can no longer work together on this issue , as I stated before, transportation is not covered by the manufacturers warranty and we did this free of charge on our weekly trips to your areaWe will contact a third party and find out the associated costs with pick up and return of the loveseatwe in turn will incur the cost for the new mechanism and labour costs for repair Final Consumer Response / [redacted] (4200, 11, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am reading that there is going to be a pick up charge that will be applied this time to pick up the loveseat, and I refuse to pay a charge for picking it up, when you admit that it was the upholsterer who made an error when they fixed it the first timeConsidering it was not fixed in the first place, I don't feel that there should be a service charge tacked onto usWhen it was brought back the pull chord was fixed, but then we had a bad grinding and the footrest does not come out anymoreIf it was something that we did then I would have no problem paying a transportation costNot fair that we have to pay for something that was brought back to us broken
Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: *** *** Sales/Serv
Contact Phone: ***
Contact Email: ***
In response to the complaint by *** I first looked at this chair as *** stated and took pictures to which I
still have, The arm of the chair was a little loose and I did state that I would forward the pictures to the manufacturer for instruction on how to proceed with the warranty claimWhen *** understood that this would be a repair and not a replacement, the mood change at her apartment I tried to explain that this was a minor flaw and that it would be an easy repair She stated to me while I was still in the apartment that this chair could not be repaired and "this chair was going to have to be replaced"I then stated that if she didn't want it repaired there was nothing else we could do for her *** *** *** she didn't like the chair to begin with, and that is when we knew it really wasn't about the repair it was about picking out a new style of chairOur position is as follows and has been since the beginning , once the chair has been delivered and used for any length of time , it becomes a used chair and cannot be returned because of buyers remorse , we have stated from the beginning that we would repair the chair and we still willFurthermore this chair holds a year Manufacturers warranty, which means the manufacturer decides what it is willing to do for repairs and such, and we, Bargain Bennies follow through for the manufacturer*** *** Bottom line is we are willing to repair as to the manufactures instructions ***
***
Initial Business Response /* (1000, 5, 2015/05/20) */
In response to the complaint from [redacted], we acknowledge she has had issues with her living room set , what we do as retailers is bring the issue to manufacturer and they then decide on what is to be done to repair the problem, in this...
case it was 2 mechanisms that were to be replaced , which we did. the issue of being not being in a timely fashion is twofold , 1. they live 30 minutes away and 2. the customers were not home on a few occasions we would have liked to return the loveseat, we never did charge for the travel to and from which is not covered under the manufacturers warranty and is the responsibility of the consumer . We then decided that we would extend the warranty by 6 months on this unit because of the inconvenience they have had. I had spoken directly to Mr. [redacted] on this issue . That is when we returned the loveseat only to find out that our upholsterer must have made an error in his repair . This was on a Friday and on the following Monday they decide to post on our [redacted] of what a terrible company/people we are and such, this was followed up by the private inboxed message [redacted]. As for the desired resolution, this will not be refunded or exchanged , this was apparent from the very first time we inspected the problem. This set has been well used in such a short period of time ,we could visibly see pet damage [redacted] , more so then regular wear and tear. We all as consumers have had frustrating purchases in life , myself included but we feel because they were not given a replacement set nothing we could do would satisfy the [redacted]s anyway,[redacted] warranty actually is , it is for protection against a manufacturers defect and retailers like ourselves our bound by what the warranty giver will do. The warranty comes from the people who make the furniture and we as retailers are the middle man as to helping you resolve the issue... [redacted] If they would like this unit repaired we are willing to fix the error made on the love seat.
Have the [redacted]s contact us and we will send out a third party for repairs [redacted] .
[redacted]
Sincerly,
[redacted]
owner/operator
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, it was nice to read that this company admits that we were inconvenienced by this set, and that they acknowledge that we have had problems with it. It was also nice to hear that they take some kind of responsibility with the loveseat, saying that it was an error in the upholsterers repair.
Saying that the time of fixing our set and bringing it back was twofold. [redacted] What I was talking about was the amount of time it took to get it fixed.
[redacted] The marks that this company is talking about is from our [redacted]. And actually this has nothing to do with the mechanisms of this set, which is what I was having the problems with in the first place. [redacted]
[redacted]
[redacted]
When my husband called you on Friday, to ask when you were coming to pick the loveseat up, you told him to forget about it getting fixed, that you were not going to fix it. [redacted]
[redacted]
So in response to your response. We are willing to let you fix the issue with our loveseat, and to honor your extended warranty of six months which will end in [redacted]. After this date, I wish to never ever have any correspondence with this company again.
Final Business Response /* (4000, 9, 2015/05/26) */
we will be contacting a third party for pick up and repair of the loveseat , there will be a transportation cost associated with this repair now as it has become obvious that we can no longer work together on this issue , as I stated before, transportation is not covered by the manufacturers warranty and we did this free of charge on our weekly trips to your area. We will contact a third party and find out the associated costs with pick up and return of the loveseat. we in turn will incur the cost for the new mechanism and labour costs for repair.
Final Consumer Response /* (4200, 11, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am reading that there is going to be a pick up charge that will be applied this time to pick up the loveseat, and I refuse to pay a charge for picking it up, when you admit that it was the upholsterer who made an error when they fixed it the first time. Considering it was not fixed in the first place, I don't feel that there should be a service charge tacked onto us. When it was brought back the pull chord was fixed, but then we had a bad grinding and the footrest does not come out anymore. If it was something that we did then I would have no problem paying a transportation cost. Not fair that we have to pay for something that was brought back to us broken.
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ In response to the complaint from [redacted] , we acknowledge she has had issues with her living room set , what we do as retailers is bring the issue to manufacturer and they then decide on what is to be done to repair the problem, in this case it was mechanisms that were to be replaced , which we didthe issue of being not being in a timely fashion is twofold , they live minutes away and the customers were not home on a few occasions we would have liked to return the loveseat, we never did charge for the travel to and from which is not covered under the manufacturers warranty and is the responsibility of the consumer We then decided that we would extend the warranty by months on this unit because of the inconvenience they have hadI had spoken directly to Mr [redacted] on this issue That is when we returned the loveseat only to find out that our upholsterer must have made an error in his repair This was on a Friday and on the following Monday they decide to post on our [redacted] of what a terrible company/people we are and such, this was followed up by the private inboxed message [redacted] As for the desired resolution, this will not be refunded or exchanged , this was apparent from the very first time we inspected the problemThis set has been well used in such a short period of time ,we could visibly see pet damage [redacted] , more so then regular wear and tearWe all as consumers have had frustrating purchases in life , myself included but we feel because they were not given a replacement set nothing we could do would satisfy the [redacted] s anyway, [redacted] warranty actually is , it is for protection against a manufacturers defect and retailers like ourselves our bound by what the warranty giver will doThe warranty comes from the people who make the furniture and we as retailers are the middle man as to helping you resolve the issue [redacted] If they would like this unit repaired we are willing to fix the error made on the love seat Have the [redacted] s contact us and we will send out a third party for repairs [redacted] [redacted] Sincerly, [redacted] owner/operator Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, it was nice to read that this company admits that we were inconvenienced by this set, and that they acknowledge that we have had problems with itIt was also nice to hear that they take some kind of responsibility with the loveseat, saying that it was an error in the upholsterers repair Saying that the time of fixing our set and bringing it back was twofold [redacted] What I was talking about was the amount of time it took to get it fixed [redacted] The marks that this company is talking about is from our [redacted] And actually this has nothing to do with the mechanisms of this set, which is what I was having the problems with in the first place [redacted] When my husband called you on Friday, to ask when you were coming to pick the loveseat up, you told him to forget about it getting fixed, that you were not going to fix it [redacted] So in response to your responseWe are willing to let you fix the issue with our loveseat, and to honor your extended warranty of six months which will end in [redacted] After this date, I wish to never ever have any correspondence with this company again Final Business Response / [redacted] (4000, 9, 2015/05/26) */ we will be contacting a third party for pick up and repair of the loveseat , there will be a transportation cost associated with this repair now as it has become obvious that we can no longer work together on this issue , as I stated before, transportation is not covered by the manufacturers warranty and we did this free of charge on our weekly trips to your areaWe will contact a third party and find out the associated costs with pick up and return of the loveseatwe in turn will incur the cost for the new mechanism and labour costs for repair Final Consumer Response / [redacted] (4200, 11, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am reading that there is going to be a pick up charge that will be applied this time to pick up the loveseat, and I refuse to pay a charge for picking it up, when you admit that it was the upholsterer who made an error when they fixed it the first timeConsidering it was not fixed in the first place, I don't feel that there should be a service charge tacked onto usWhen it was brought back the pull chord was fixed, but then we had a bad grinding and the footrest does not come out anymoreIf it was something that we did then I would have no problem paying a transportation costNot fair that we have to pay for something that was brought back to us broken
Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: *** *** Sales/Serv
Contact Phone: ***
Contact Email: ***
In response to the complaint by *** I first looked at this chair as *** stated and took pictures to which I
still have, The arm of the chair was a little loose and I did state that I would forward the pictures to the manufacturer for instruction on how to proceed with the warranty claimWhen *** understood that this would be a repair and not a replacement, the mood change at her apartment I tried to explain that this was a minor flaw and that it would be an easy repair She stated to me while I was still in the apartment that this chair could not be repaired and "this chair was going to have to be replaced"I then stated that if she didn't want it repaired there was nothing else we could do for her *** *** *** she didn't like the chair to begin with, and that is when we knew it really wasn't about the repair it was about picking out a new style of chairOur position is as follows and has been since the beginning , once the chair has been delivered and used for any length of time , it becomes a used chair and cannot be returned because of buyers remorse , we have stated from the beginning that we would repair the chair and we still willFurthermore this chair holds a year Manufacturers warranty, which means the manufacturer decides what it is willing to do for repairs and such, and we, Bargain Bennies follow through for the manufacturer*** *** Bottom line is we are willing to repair as to the manufactures instructions ***
***
Initial Business Response /* (1000, 5, 2015/05/20) */
In response to the complaint from [redacted], we acknowledge she has had issues with her living room set , what we do as retailers is bring the issue to manufacturer and they then decide on what is to be done to repair the problem, in this...
case it was 2 mechanisms that were to be replaced , which we did. the issue of being not being in a timely fashion is twofold , 1. they live 30 minutes away and 2. the customers were not home on a few occasions we would have liked to return the loveseat, we never did charge for the travel to and from which is not covered under the manufacturers warranty and is the responsibility of the consumer . We then decided that we would extend the warranty by 6 months on this unit because of the inconvenience they have had. I had spoken directly to Mr. [redacted] on this issue . That is when we returned the loveseat only to find out that our upholsterer must have made an error in his repair . This was on a Friday and on the following Monday they decide to post on our [redacted] of what a terrible company/people we are and such, this was followed up by the private inboxed message [redacted]. As for the desired resolution, this will not be refunded or exchanged , this was apparent from the very first time we inspected the problem. This set has been well used in such a short period of time ,we could visibly see pet damage [redacted] , more so then regular wear and tear. We all as consumers have had frustrating purchases in life , myself included but we feel because they were not given a replacement set nothing we could do would satisfy the [redacted]s anyway,[redacted] warranty actually is , it is for protection against a manufacturers defect and retailers like ourselves our bound by what the warranty giver will do. The warranty comes from the people who make the furniture and we as retailers are the middle man as to helping you resolve the issue... [redacted] If they would like this unit repaired we are willing to fix the error made on the love seat.
Have the [redacted]s contact us and we will send out a third party for repairs [redacted] .
[redacted]
Sincerly,
[redacted]
owner/operator
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, it was nice to read that this company admits that we were inconvenienced by this set, and that they acknowledge that we have had problems with it. It was also nice to hear that they take some kind of responsibility with the loveseat, saying that it was an error in the upholsterers repair.
Saying that the time of fixing our set and bringing it back was twofold. [redacted] What I was talking about was the amount of time it took to get it fixed.
[redacted] The marks that this company is talking about is from our [redacted]. And actually this has nothing to do with the mechanisms of this set, which is what I was having the problems with in the first place. [redacted]
[redacted]
[redacted]
When my husband called you on Friday, to ask when you were coming to pick the loveseat up, you told him to forget about it getting fixed, that you were not going to fix it. [redacted]
[redacted]
So in response to your response. We are willing to let you fix the issue with our loveseat, and to honor your extended warranty of six months which will end in [redacted]. After this date, I wish to never ever have any correspondence with this company again.
Final Business Response /* (4000, 9, 2015/05/26) */
we will be contacting a third party for pick up and repair of the loveseat , there will be a transportation cost associated with this repair now as it has become obvious that we can no longer work together on this issue , as I stated before, transportation is not covered by the manufacturers warranty and we did this free of charge on our weekly trips to your area. We will contact a third party and find out the associated costs with pick up and return of the loveseat. we in turn will incur the cost for the new mechanism and labour costs for repair.
Final Consumer Response /* (4200, 11, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am reading that there is going to be a pick up charge that will be applied this time to pick up the loveseat, and I refuse to pay a charge for picking it up, when you admit that it was the upholsterer who made an error when they fixed it the first time. Considering it was not fixed in the first place, I don't feel that there should be a service charge tacked onto us. When it was brought back the pull chord was fixed, but then we had a bad grinding and the footrest does not come out anymore. If it was something that we did then I would have no problem paying a transportation cost. Not fair that we have to pay for something that was brought back to us broken.