Wolf Furniture Ent., Inc

We have provided the customers name to our contractor for removalwe also offer in the first few seconds of the message an opportunity for our consumer to " opt out " of this and any other callswe regret that this form of invitation was not welcomed by the customer

[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 ***, and find that this resolution is satisfactory to me. Regards, *** ***

Our service dept has tried to contact customer several timesThey had not contacted us- only the warranty companyI know for a fact, damage done while moving or transporting is not covered- accidents in the home areBUT our service dept will continue to try to reach them until we have and will do
whatever we can to helpWill keep you informed

While we regret that this customer is not pleased with their selection , that is the reason that we, ( unlike many of our competitors ) have a return policyin addition we stand behind our manufacturer warranties.if the customer has purchased a bedroom set,
and finds it not to their liking, we are asking that the reselection of another set be of at least comparable value. if the customer has identified another item that is of lesser cost, we will consider that. please ask the customer to identify with whom they have been working with on this at *** and perhaps we can find a better outcomethanks

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Although we are not in agreement with the clients assertion with regard to what type of protection that he bought, we will be refunding the warranty purchaseHe may actually already have received credit or a check we usually refund the same manner in which we were paid Best regards
Doug W***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:It does not address the issue of the poor quality of the furniture as evidenced in the attached photosThese pictures were taken after 2-months of use
Regards,
*** ***

First of all let me say that we are certainly concerned about our customers satisfaction and reasonable product performance and regret that the product has not mt the standard that ** *** and Wolfs has expected For over a century Wolfs has maintained a stellar repeat customer rate of
over % and we have high expectations of our suppliers also. While this supplier has an outstanding record of client satisfaction, and ,is sold in many of America's best furniture companies, it has not met that standard here. Therefore Wolf s has offered a 100% product reselection credit toward a different supplier available in our showroom, with the customer only responsible for delivery fees and any difference in the price of the products chosen( any difference can be taken in a gift certificate good for the next months, but not in a cash refund.) That offer is well above and beyond anything that the supplier or our competitors will offerI hope that the customer accepts this offer. If ** *** finds that option not to be to his liking we will honor our supplier warranty to the fullest extent. Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because Wolf's furniture sent out their very own service technician, and this technician verified the defective quality of the sofa's I received, and advised that new sofa's would be ordered for us. This replacement order was then confirmed with Wolf GM - Laura B***. Afterwards, Wolf's changed their mind and refused to provide the reordered sofas
I simply wanted the high quality sofas I was assured I would receive at the time of sale by Wolf's. I paid for these sofas, in full, at time of sale, over $2,!! Wolf's has held this money since Feb 2014. It is now July 31, and I have yet to receive my high quality sofa's while Wolf's still has all my money.
Wolf's failed to deliver on their sales promise of a high quality sofa at the time of sale and then again on their promise of high quality sofa replacement. This bait and switch tactic is highly unethical and Wolf's must be held accountable on this fiasco !
Regards,
*** ***

I regret the confusionThe supplier had agreed to replace the product, under their warrantyThe home inspection revealed damage caused by pets and we therefore were not going to replace the the under the Wolf product warrantyOnce the vendor people spoke to the service department , we
agreed to replace the product or allow a comparable reselectA full reselect has been offered to the customerBest Regards Doug W***

I truly regret that we were not able to complete the transaction that both we and the customer would have desired. Whatever the reason...human error ? price increase? misidentification of item etc? it is unfortunate and , understandably the customer is
disappointed.
I will look into the actual reason, but, regardless of what the cause of the misquote, we are not in a position to sell the product for the erroneous priceI will also check with the manager, and see if the customer was given a preferred price due to our error ( which I assume was done ),

hello ***, we work hard to respond to any Revdex.com complaintI think that you will see that in our recordThis one must have gone through a crack hereplease resend the actual complaint and I assure you that we will respondBest regards doug

Dear Revdex.com, as you know, issues that involve person saying what another person ' said" are always uncomfortable and inconclusiveThe other complication to matters like this is what one person considers to be OK use and wear, differs dramatically to that of anotherWe see
furniture that is years old in homes with regular use by pets that looks as if it is new, and furniture in homes for a few months that appears to be utterly destroyed The furnishings in question here were evaluated and photos suppliedOur staff , who has no financial interest in anything other than a satisfied client, determined that the areas of wear were clearly caused by pet damageWe are not in a position to challenge the customer about the behavior of their animals on the furnishings, but damage of this type , does not normally appear to be from the animal merely getting up on the furniture We regret that we cannot satisfy this customer by taking financial responsibility for the type of use that the furnishings are receiving in their home The product is not defective, and that is what we proudly warrantWe cannot assure and warrant for our customers, issues of personal comfort , nor can we control the; type of use and cleaning habits encountered in each individual homeRegards Doug W***

I truly regret that we were not able to complete the transaction that both we and the customer would have desired. Whatever the reason...human error ? price increase? misidentification of item etc? it is unfortunate and , understandably the customer is disappointed. I
will look into the actual reason, but, regardless of what the cause of the misquote, we are not in a position to sell the product for the erroneous priceI will also check with the manager, and see if the customer was given a preferred price due to our error ( which I assume was 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 ***, and find that this resolution is satisfactory to me.
However, please be advised that their claim of "within the first few seconds and opportunity to "opt out" is falseI listened to all the messages looking for an "opt out" and there was none
Regards,
*** ***

Although this sounds like a one sided story and is certainly NOT the way we or our customer..would have expected a delivery to goThe complications the weather caused and the risk involved are a much different picture for either partyTo the customer, they justifiably just want their
furniture To the delivery operation, it involves amny customers scheduled for delivery and the changing weather in many regions( we deliver over sq miles and that area encompasses a huge variation in weather and road conditionsEvery customer has a different standard of what a clean safe road looks likeTo the delivery company drivers and the retailer, one accident or long delay has a cost many times the value of the purchase valueThis means that we tend to error on the side of cautionIf our truck, gets stuck in a persons yard, not only do we lose the days deliveries and other customers cancel their orders, typically the consumer expects us to pay for the damage ( can be thousands) and on top we may end up with vehicle damage Those are OUR problems, not those of the customer, those are merely a small picture of why we are cautious about pushing to make a delivery in questionable weather conditionsIf we do push and get out extra deliveries and lose all the revenue made in one bad situation, it negates the entire operationI did personally check with the store manger to see that the original delivery fee has been credited to the customerI believe that we were still willing to deliver the purchase on another day, it so happened that that day did not suit the customers schedules or needs and that is why we chose to go the route of a private contractor to get this to their home We truly regret the extra hassle that this ended up causing the customer, but, we cannot control the weather complications and risks involved With your approval we will send this customer a gift certificate for $good for one yearBest regards Doug W***

We are agreeable to ***s request. We will refund the cost of the plan, $and cancel the balance of the plan with GuardsmanThe refund will be sent to the finance company which will be applied to her account and lower her balance due by $327.00. We will not process any paperwork for the refund until MsNeff accepts these terms with the Revdex.com. Thank you

I believe that the complaint had been resolved by the time we received the your requestThat is why there was no responseOur apologydoug W***

[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 ***, and find that this resolution is satisfactory to me, as long as we are able to use this on anything in the store
Regards,
*** ***

I regret that I do not have this comp[lainti think if you look at our record, we take responding to these seriouslywhere can I access the complaint to review and reply? sincerely doug w***