Wolf Furniture Ent., Inc

[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 regret that the customer is not satisfied with the look and wear of the furniture. Wolfs  did send a tech to the home to do a no charge  evaluation. i urge the Revdex.com to be aware that : customers have many unique perspectives on how they perceive what normal use and wear should look...

like. That is why we take photographs. There are almost as many differing levels of what kind of care and use that these products are getting in the home.  We sell a wide variety of quality levels and prices designed to meet these various  product needs and expectations.  That variety has allowed us to satisfy our clients needs and expectations for over a century. Our inspection found that the product was not defective, and was performing as could be expected for as product at that price and quality along with the use that it appeared to getting. There are 3 dogs present in the home . We agreed to  ( and have done so ) order a new lsf seat casing for the customer, which will solve the issue of having had the seam open. We believe that supplying a "new casing at no charge  will close the service order .  sincerely Doug W[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. I had just filed my complaint when your store manager contacted me regarding this issue, and so I apologize for any duplication this may have caused. Thank you for the certificate, and we look forward to shopping at Wolf's again for our future furniture needs!
Regards,
[redacted]

Customer has been contacted and item delivered and installed in their home on 5/10/14 at 12:30pm. Customer has been compensated $100 for the length of time it took to get the product and not being contacted with updates during the wait time. Customer satisfied with this solution, no further action...

needed at this time.

RE: Ticket number [redacted], Customer Complaint
Good afternoon,
I looked into this order and it seems that the merchandise is here.  We have contacted the customer, apologized for the frustration, are sending him a gift certificate for $100, and scheduled him for delivery on...

2/27/14.  The customer placed a Special Order with us on 11/3/13 and was quoted 6-8 weeks as an Estimasted Time of Arrival.  We do not manufacture the furniture in house, we order it through the vendor and unfortunately this was back ordered and ordered from over seas via container.  The customer was updated on this information a few times with the last one being on 1/20/14.  This should be all resolved as of today, 2/21/14.
Please feel free to contact me should you have any further questions or concerns.
Regards,
 
[redacted]
Wolf Furniture Leesburg
General Manager
###-###-####
[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,
Edward Shank
Mike the service man was excellent.  I wish we had been told that there was a "back-up" compartment for the chair, then we would not have had to call for help getting my wife off the floor.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Mr. Wolf is only addressing snags caused by our dogs. As explained, the damage due to the sectional
is not due to our dogs alone. My nails, wedding ring, etc. snags the
material.  I assure you that I personally
do not jump around on the furniture. 
Yes, our dogs get on the couch. They do not scratch or dig, etc. Their
nails are kept short not only to protect our furniture, but also our flooring.
Our prior couches lasted 3 dogs over 13 years without one snag, because the material was durable and not defective.  Wolf Furniture’s sales person represented to
us that the material was durable. 
Clearly, it is not.  The material
is a weave. Even the manager, Denise, indicated this type of fabric does not
lend itself to pets.  We know that now,
but relied upon Wolf Furniture’s sales person to provide us appropriate items
based upon our request.  The sectional
itself is fine, comfortable and acceptable. The upholstery is not. They have
made it clear they do not value customer satisfaction.  I do not want a new sectional. I want it
reupholstered or provided with reimbursement for same.
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]

I have spoken tour customer service manager and she has agreed to provide 2 hours of repair time at no charge and to provide the parts at no charge. The warranty that the customer purchased is for rips, burns and stains. This failure was a frame break. we regret the incident and are pleased to take...

care of our customer. sincerely Doug W[redacted] , this resolution should be what the customer has requested, and we will consider this to be closed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because we did not reschedule due to painting and other projects.   The furniture came in 4 weeks ahead of schedule and we did not want EARLY delivery due to painting and other projects.  The furniture then sat in [redacted] warehouse for 6 more weeks in the wrong color scheme and was never discovered until the time of delivery.  Truck was even loaded at the warehouse and driven 3 hours without verifiying the accuracy of the ordered items. 
Delivery has finally commenced - delivery guys were wonderful and Wolf did discount the furniture and provide gift certificate (nice gestures by the way!) but the response from the business is not an accurate description of the events and should not be published as written.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is not ethical or in good business practice to enter into a sales contract and not fulfill as contracted.  I am sure that if a customer were to back out of the sales contract they would be forced to comply with the contract or be  penalized. It would only be fair for wolfs to fulfill their contractual obligations. 
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]