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Wolf Furniture Ent

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Wolf Furniture Ent Reviews (20)

I regret that we did not close the loop with you on thisOur sales associate is out due to a family member in hospice, that caused us to drop the ballour manager spoke to the customer several weeks agocustomer happyfurniture 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 choicewe consider this unfortunate event closed successfullyfor 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 finishedsincerely [redacted] ***

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 notifiedthe customer was not disadvantaged in any way, other than not being able to take advantage of an employee errorthere was not any reason or positive outcome for the company from this error eitherwe regret that we will not agree sincerely doug /Wolf

[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: [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 penalizedIt would only be fair for wolfs to fulfill their contractual obligations Regards, [redacted] ***

The order was cancelled and her credit card credited $on march 27thI regret that she was not pleased with her experienceWhen I reviewed our staff efforts it was done by the bookthe customer must have thought that she had a larger credit line than she was givensincerely doug 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 [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

---------- Forwarded message ----------From: Doug W [redacted] Date: Wed, Feb 24, at 2: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 refundThank you Doug W***

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 replacedAs 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 $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 MrWolf's response as well Complaint: [redacted] I am rejecting this response because: 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]

We certainly regret that we are in this situation with this customerOur track record through over 70,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 themWe 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 customerWe offered a deduction of $1,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 inWe fell that we are offering a solution of the utmost integrity for what is a consumer preference matterWe 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***

We truly regret the headache that this caused the customerYour complaint was the first that we had been aware in our office of this unusual situationwe contacted the credit card company and had it resolved immediatelyTheir account is now correctWe 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 accountregrets Doug 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: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 closedWhat are the next steps to getting the refund? Regards, [redacted]

[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: [redacted] I am rejecting this response because we did not reschedule due to painting and other projects The furniture came in 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 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 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] ***

[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 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 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

[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 meI had just filed my complaint when your store manager contacted me regarding this issue, and so I apologize for any duplication this may have causedThank you for the certificate, and we look forward to shopping at Wolf's again for our future furniture needs! 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]

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/ The customer placed a Special Order with us on 11/3/and was quoted 6-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/ This should be all resolved as of today, 2/21/ Please feel free to contact me should you have any further questions or concerns Regards, [redacted] Wolf Furniture Leesburg General Manager ###-###-#### [redacted]

[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: [redacted] I am rejecting this response because: MrWolf is only addressing snags caused by our dogsAs explained, the damage due to the sectional is not due to our dogs aloneMy nails, wedding ring, etcsnags the material I assure you that I personally do not jump around on the furniture Yes, our dogs get on the couchThey do not scratch or dig, etcTheir nails are kept short not only to protect our furniture, but also our flooring Our prior couches lasted dogs over 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 weaveEven 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 acceptableThe upholstery is notThey have made it clear they do not value customer satisfaction I do not want a new sectionalI want it reupholstered or provided with reimbursement for same Regards, [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 $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 MrWolf's response as well Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

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

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