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We sincerely apologize for the customer's experience. Obviously, we do not wish to upset to further upset customers who have had issues with their furniture. We have recently contacted the customer and informed her that we're willing to exchange the siderails for free as a courtesy. The customer...

informed us that she wishes to cancel the entire order. At this point, we cannot cancel the entire order since it's been in the customer's home for too long. However, the option for the sideboard is still available should the customer want it.

We are currently awaiting one item to come in so that we can deliver it and complete the order. Once the order is complete, we will refund the customer, half of the delivery fee they have paid for their troubles. We hope this is a satisfactory resolution.

[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.  If possible could you reach out to the business to see when the refund will be issued? They never answered my question of how long it would take to get the refund. If you read up on this company people have been waiting up to 3 months for furniture and refunds. Regards,
[redacted]

We cannot refund the customer for the furniture because it has been in her home for too long. We will exchange the damaged rails for new ones and have contacted the customer in order to do so.

We're well-aware the merchandise has taken quite a long time to arrive. As we've explained to the customer, the bed set is coming in on 6/20 - to our warehouse where we'll schedule a delivery once it arrives. If the customer chooses not to wait until then, they're welcome to cancel - but only...

the bed as the other items have already been delivered.

We will certainly refund the customer $100.00 as was the original concession made by the store. The refund check will be available in 21 business days (not counting Christmas Eve, Christmas Day or New Year's). We thank the customer for their patience.

[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: they do not tend to monitor that email address correctly. Did they verify the correct address as being [redacted] 
Regards,
[redacted]

As we stated to the customer, the warranty does not cover peeling; it does, however, cover cuts, spills, stains, and other damages of that nature. Peeling is not considered accidental damage.

[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]

[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:
The Business has lied once again. As of 05/25/2015 I still have not received reimbursement for my damaged floors. I will begin filing a Small Claim with the [redacted] Court with my attempt to resolve this matter. 
Regards,
[redacted]

The customer purchased this furniture in 2012. There are two warranties on this invoice; the first is the manufacturing warranty which covers all manufacturing defects within one year of the purchase. Then there is the 5-year accidental damage plan, which covers cuts, stains, etc. The customer...

purchased this. This does *not* including peeling although we did offer to inspect it by requesting the customer send us pictures of the peeling that they are describing.

We have been in communication with the customer and have informed them that we've ordered parts for their furniture as well as a replacement bar chair. The bar chair is currently ready and the customer can contact us at ###-###-#### to schedule a delivery for the chair. We thank the customer for...

their continued patience as we work to resolve this matter.

From: [redacted]<[redacted]@[redacted].com>Date: Thu, Aug 6, 2015 at 2:39 PMSubject: Re: CID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],Just wanted to tell you that my husband picked up the check today. Thanks for your help with this issue!! I truly appreciate it.[redacted]

As per our discussion with the customer, we stated that we will refund the customer his money back for the sofa and chaise. They have been cancelled. We left a message for the customer so that we can pick up the merchandise. Afterwards, we will refund the customer for the items we're picking...

up.

The furniture has been cancelled as of 2/17, per customer's request.

Customer will be contacted by [redacted] - the repair/inspection company - and they will send out a technician to make the inspections in order to determine the proper course of action.

Upon reviewing the service technician's report, it was determined that this is not caused by manufacturing defects. If the customer is adamant about a refund, they're welcome to contact the board of directors at [redacted]. Brandywine, MD to appeal to the general manager.

Customer's invoice has been cancelled. We are in the midst of scheduling a time and day to retrieve the merchandise.

Complaint: [redacted]
I am rejecting this response because:On 2/19/15 our...

furniture was picked up for repairs. (I'll skip the phone calls and mix up for the pick up). On 2/25 we called for an update. Jackie said that the love seat was done, but not the sofa. They will call when it's done. 3/9 will be three weeks without furniture, when Salem told us it'll be about a week. In about eight weeks it will be one year that we've been dealing with this. (We bought our furniture 4/24/15 and it was delivered 5/2/15). It's refund time! Our patience has run out!Thank You, [redacted]

The customer's check has been sent out; if the customer wishes to take us to court, that's fine with us.