Wolf Furniture Ent., Inc

---------- Forwarded message ----------From: Doug W[redacted]...

<[redacted]@wolffurniture.com>Date: Wed, Feb 24, 2016 at 2:35 PMSubject: Re: Complaint [redacted] - Christopher GilmourTo: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@wolffurniture.com>Our customer service manager who is copied here will process the refund. Thank you . Doug W[redacted]

Although the supplier created some delays,...

 that in turn did not allow us to respond in a timely fashion for this consumer, our records indicate that service is complete on this work order as of march 6 2015. we are not happy about the length of time it took us to complete this, but, we were able to resolve the problem in full.  we understand why the consumer was frustrated with the long delays.  i do hope that the consumer is now satisfied and owns a fully functional and complete unit. regards Doug W[redacted]

I am in receipt of the customer complaint and have gotten some information from our customer service staff. first , let me say that we are disappointed that the customer is not satisfied with the performance of their furniture.The furnishings are over 5 years old and well out of any...

manufacturer warranty period for the upholstery.   Suppliers have a very tough time offering long periods of warranty on wear areas, since the variables of how people use and care for their products is infinitely variable. The warranty that the customer purchased is for spots, stains, accidental tears etc . as stated in the "what's covered" material that the customer recieved and included inthe complaint. The warranty does not cover normal wear and tear from use. while Wolf's has no obligation in this matter and the product upholstery is out of warranty , our offer of $400 toward a reselection or  in store credit to be used on other product shows our  desire to offer something of significant value to the customer.  While we are aware it is not what they want, it does show our desire to find a mutually acceptable solution.

We are sorry that our customer is not happy with their purchase and are taking the following steps to resolve. The store received this complaint and on 10-14-16 authorized the service department to send a technician out to our customers home at no charge. An appointment is scheduled for...

work order [redacted] for Wednesday 10-26-16. The technician will determine the cause of the issue and resolve all issues on sight if possible. If not he will provide a full report along with photographs and turn into the service manager for review.  We will work with our customer to find resolve provided the issues fall within the scope of normal wear/tear and usage and does not show signs of misuse.

[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:
While I find it unfortunate that you are not willing to fix the couch for free as I was told would be the case when purchasing the warranty, I will accept a full refund of the warranty and consider the matter closed. What are the next steps to getting the refund?
Regards,
[redacted]

we ordered a sofa in Dec.2015 was to be delivered march 4. on march 3rd received a call saying that there was a problem with the sofa (damaged?) Wolfs had the sofa for two weeks before hand why was problem not found then? I went to store to see about the sofa was told needed to be returned to warehouse to be looked at, ask if would get new sofa was told no. Delivery charges were returned for missed delivery. Ask if I could get a discount for getting a reconditioned sofa was told no. Sofa was delivered on march 15th. Latter my wife found that the upholstery was not attached on back of arm and that it looks like it may come off at times.

[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]

This was resolved last week with our valued customer.  I've attached the email that was sent to [redacted] 5-17-17 along with [redacted]. information regarding his concerns with the leather selected. Per my conversation this morning with [redacted] he will be visiting our showroom after...

Memorial Day to reselect a leather better suited to his household needs. Denise

I spoke with Denise from Wolf's furniture customer service department on Monday, June 12, and told me I have two choices; return the defective chair for a complete refund, or select a higher grade non pigmented leather and Wolf's will give me another new [redacted] chair made with this new semi-aniline leather, and deliver this new chaor and pick up the old defective chair, free of charge.  They told me I have to July 15, 2017, to make this decision.  I met with steve, the saleman, and spoke to him in detail on my leather choices and which should not scratch and pull so easily and show the white color through.  I will make my choice by July 15 but I am hesitant to choose another [redacted] chair since the last one was defective and [redacted] would not accept responsibility for this defective chair.

I realize that the consumer feels that she should be able to hold the company to their error . this was not already delivered and then notified. the customer was not disadvantaged in any way, other than not being able to take advantage of an employee error. there was not any reason or positive outcome for the company from this error either. we regret that we will not agree . sincerely doug /Wolf

While there are some truth's to the response, there are some things being left out. 
My first complaint was that the plastic in between the sofas were ripping.  While I was on the phone with Customer Service, I advised them that I had animals and that when the cat simply jumped onto the couch, there were poke holes from the cats nails.  When my husband and I purchased the furniture we very clearly told the sales representative we had animals and did not want a fabric easily damaged.  A cat jumping onto the furniture should not put a hole in the furniture.  However as I stated my bigger concern is the plastic.  Wolf's sent a customer service technician out who told my husband to "take a razor blade and cut it off, I don't know what else to tell you".  That's not acceptable to me. 
I went straight to the local store where I talked to my sales representative who was very sympathetic.  She told me she would contact the manufacturer (this was on a Saturday).  The beginning of the next week she contacted me and told me that I would get a full refund and could purchase replacement furniture and she would contact me in a few days when the refund was in.  A week or so passed, I heard nothing.  This time when I contacted her, everything changed.  Now it was, no we're not going to replace it, followed up with a phone call from the Store Manager, Krista stating we'll repair it but that's it.  I want to make it very clear that the reason for my complaint was not the damage by my cat jumping onto the arm rest to get to the window, (even though we were very clear that we needed durable furniture).  When the plastic in between the furniture is cutting into our legs, I have a serious concern.  My husband shouldn't have to say to me "Ouch, it's cutting into me".  So yes, of course I want it replaced.
As of this date, I received a phone call from the Store Manager who stated Wolf's will let us choose different furniture and apologized for her shortness and her "jumping the gun in calling me about a resolution" (her words, not mine).  Bottom line, the sales representative was very nice, I like Wolf's furniture (my father just purchased a $4000 set from Wolf's and he had referred me).  I just wanted the furniture replaced. 
At this point with Wolf's willingness to resolve this matter, I am satisfied.  I just wanted to ensure that the whole story was heard from my end.  I appreciate Mr. Wolf's response as well. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We truly regret the headache that this caused the customer. Your complaint was the first that we had been aware in our office of this unusual situation. we contacted the credit card company  and had it resolved immediately. Their account is now correct. We will be sending the customer a letter...

of apology as requested, but, the CC company has confirmed that all this has been corrected on their account. regrets Doug W[redacted]

This was an unfortunate case of misinformation and complicated schedules between the delivery company, our staff and the customer. We regret the hassle that this has caused them. we will be sending them a letter of apology and a $150 wolf gift certificate. sincerely Doug W[redacted]

While there are some truth's to the response, there are some things being left out.  My first complaint was that the plastic in between the sofas were ripping.  While I was on the phone with Customer Service, I advised them that I had animals and that when the cat simply jumped onto the couch, there were poke holes from the cats nails.  When my husband and I purchased the furniture we very clearly told the sales representative we had animals and did not want a fabric easily damaged.  A cat jumping onto the furniture should not put a hole in the furniture.  However as I stated my bigger concern is the plastic.  Wolf's sent a customer service technician out who told my husband to "take a razor blade and cut it off, I don't know what else to tell you".  That's not acceptable to me.  I went straight to the local store where I talked to my sales representative who was very sympathetic.  She told me she would contact the manufacturer (this was on a Saturday).  The beginning of the next week she contacted me and told me that I would get a full refund and could purchase replacement furniture and she would contact me in a few days when the refund was in.  A week or so passed, I heard nothing.  This time when I contacted her, everything changed.  Now it was, no we're not going to replace it, followed up with a phone call from the Store Manager, Krista stating we'll repair it but that's it.  I want to make it very clear that the reason for my complaint was not the damage by my cat jumping onto the arm rest to get to the window, (even though we were very clear that we needed durable furniture).  When the plastic in between the furniture is cutting into our legs, I have a serious concern.  My husband shouldn't have to say to me "Ouch, it's cutting into me".  So yes, of course I want it replaced.As of this date, I received a phone call from the Store Manager who stated Wolf's will let us choose different furniture and apologized for her shortness and her "jumping the gun in calling me about a resolution" (her words, not mine).  Bottom line, the sales representative was very nice, I like Wolf's furniture (my father just purchased a $4000 set from Wolf's and he had referred me).  I just wanted the furniture replaced.  At this point with Wolf's willingness to resolve this matter, I am satisfied.  I just wanted to ensure that the whole story was heard from my end.  I appreciate Mr. Wolf's response as well. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I regret that we did not close the loop with you on this. Our sales associate is out due to a family member in hospice, that caused us to drop the ball. our manager spoke to the customer several weeks ago. customer happy. furniture is now delivered...we offered a discount, plus a gift certificate on...

a future order and sent them to dinner at a restaurant of their choice. we consider this unfortunate event closed successfully. for the record, the customer rescheduled several times due to " painting and other projects that kept them from accepting scheduled deliveries. " and that added to the delays, not all wolfs delay in getting this finished. sincerely [redacted]

---------- Forwarded message ----------From: Doug W[redacted] <[redacted]@wolffurniture.com>Date:...

Wed, Feb 24, 2016 at 2:35 PMSubject: Re: Complaint [redacted] - Christopher GilmourTo: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@wolffurniture.com>Our customer service manager who is copied here will process the refund. Thank you . Doug W[redacted]

Hello,  the product was delivered the evening of January 9 and Ms [redacted] is very satisfied.  The nite stand was sitting in the warehouse in [redacted] as for whatever reason, it was marked customer will pick up. ALSO,  Mr Doug W[redacted] is no longer with the company.Please forward...

any correspondence to me @ [redacted]
 Thank you. H.Doug S[redacted]Sr. VPWolf Furniture

The order was cancelled and her credit card credited $362 on march 27th. I regret that she was not pleased with her experience. When I reviewed our staff efforts it was done by the book. the customer must have thought that she had a larger credit line than she was given. sincerely doug...

 w[redacted]

The customer has replied to us that he will be returning his custom ordered furniture. We will refund his money upon the pickup of the furniture in the condition in which we delivered it. I believe that he and Wolf's consider this unfortunate experience closed. Once again we regret that the customer was not satisfied with the manufacturer characteristics that we have no control over, therefore reordering the same thing for him ( at a large discount that he  was demanding) was not in the interest of creating a satisfied customer. sincerely Doug W[redacted]

We certainly regret that we are in this situation with this customer. Our track record through over 70,000 customers annually is that over 97% would not only recommend us to a friend but also buy from us again, so as you can see we take our customer service seriously.  It is certainly not...

in our best interest as a business to refund a customers money when we have special ordered a suit, custom for them. We will not be able to send it back and get a refund from the supplier.  Neither us, or the supplier  feels that the product is defective, and therefore if we were to reorder the furniture it will quite probably be the same, which is unsatisfactory to the customer. We offered a deduction of $1,000 from the price ( a huge discount from sale price) for the customer to keep the product that is in their home being used, or a refund of the purchase price upon pickup of the product in the same condition it was delivered in. We fell that we are offering a solution of the utmost integrity for what is a consumer preference matter. We do not make the product and therefore cannot assure that another suit will not contain some of the same characteristics that the consumer does not find acceptable.  Sincerely Doug W[redacted]