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We sincerely apologize for the delayed merchandise. We understand that the customer has purchased this merchandise in February and has been patiently waiting since for the rest of his sectional to arrive. The merchandise is slated to arrive within the next week or so and once it does, we will...

promptly deliver it. For now, because we have already delivered some of the merchandise, we have to be given an extended period for the furniture to arrive from the manufacturer as per section 2c of the sales terms and rules on the back of the customer's invoice which states:"If Regency fails to deliver merchandise within two weeks of the Estimated Delivery Date shown on the front of this purchase agreement, you may (1) cancel the contract and receive a full refund or credit equal to your deposit, (2) modify the contract by selecting other merchandise, or (3) negotiate with Regency for another delivery date. However, Regency is not required to allow you to exercise your rights to a refund or new selection of merchandise if Regency cannot cancel the order with the manufacturer or supplier."The third section of 2c is most relevant here since the customer opted to negotiate a partial delivery in May.

We have spoken to the customer - they are scheduled for a service call. If the customer is unsatisfied, they can reselect.

We sincerely apologize for the unsatisfactory experience the customer had; it was certainly not our intention to prolong the delivery process. Thankfully, everything has been delivered as of 3/28. We thank the customer for their continued patience throughout this process.  We encourage the...

customer to contact us if they have any questions, comments or concerns regarding this process or their furniture.

we apologize for the service delays regarding getting this furniture repaired. we have been trying to reach out to the customer to let them know that the furniture has been repaired and is ready to be scheduled for a delivery.

According to the notes, the company did in fact attempt to deliver the merchandise on 7/7. The driver was at the customer's home but the customer was not there. Therefore, the delivery had to be rescheduled. While the customer opted to pick up the furniture at a later day, we nonetheless charged the...

customer the expenditures of having to send out a delivery team.

We apologize for the inaccurate time frame given for the furniture's arrival. That said, the furniture did come in within the 2-6 week period it normally takes for furniture to be delivered to our warehouse from the manufacturer (where we then deliver to the customer's house). The customer was...

delivered on 2/26.

While we did inspect the entire mattress, the box springs were taken into...

account. Nonetheless, if the customer is still convinced that there is an issue they are welcome to speak with Greg R[redacted] again for clarification. We will also discuss this with him to confirm that the box springs were looked over.

I cannot find this customer's information based on what was provided. If the customer has an invoice number related to the purchase in question, we would be able to determine what we could do to resolve the issue, if any.

[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: I have left several messages, they keep telling me that the person is unavailable, then I emailed the same person and they have not called me back nor responded to my email. This is the problem with this Company. They are not taking responsibility for their actions.
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 as Answered]
 Complaint:...

[redacted]
I am rejecting this response because: They violated all the terms, conditions, and promises for the delivery of merchandize. I received the stuff after 10 weeks. They were supposed to call to get the time frame to delivery. Instead, I had been calling all the time. They DO NOT have any call on record for any attempt to deliver. Their Customer Service and Corporate Office don't care to call after several messages were left. They have been very disrespectful, rude, hanging up the phone, violating the contract to deliver the merchandize. I requested them a compensation of $200 but after all the attitudes they agreed on $100 which doesn't match with the suffering. Very hesitantly, they processed a $100 credit today but I need $100 more credit made to my credit card. I am not the ONLY one suffered from them. Their huge showroom doesn't have any A/C and if any customer enters their store that suffers in 110 degree heat inside. It is not humane.
Regards,
Jamil N[redacted]

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, I do not accept the explanation of the pick-up fee being a software response that cannot be changed. My son was able to negotiate the original charge of $25 to $20. and there was no problem making that change in the software system. Zero would work just as well, I suspect. Secondly, if the delivery and pick-up fees are fixed charges used at all stores with all customers, why aren't they posted and incorporated into their routine paperwork? Why surprise customers after the sale is completed?Please let me know the next steps I need to take to arrange for the refund of $20.Please accept my sincere thanks, Revdex.com, for acting on my behalf. Your work is much appreciated. I do hope this company will change its policies and post its fees in plain sight and stop trying to take advantage of customers who they think will not speak up.
[redacted]
[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Nov 22, 2016 at 4:27 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #To: Revdex.com My complaint may be...

withdrawn as the problem has been handled. Thank you for your help in this matter

Customer made purchase and we made a mistake with regards to the charges. We sold the customer at an incorrect price. We informed the customer that the *actual* price was a bit higher, and informed him that we completely understand if he wishes to cancel. We cannot sell the customer the merchandise...

at the price we accidentally gave. We are more than happy to refund the customer, given the error. If the customer absolutely wants the merchandise, he must pay the difference. We apologize for the inconvenience (which was out mistake), are willing to refund the customer if he's unwilling to pay the actual difference.

[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 attached copies of the invoice. The order is under my husband's name [redacted] and his phone number ###-###-####. The invoice number is [redacted].Regards,
[redacted]

We are currently working with the customer to satisfy their concerns.

According to our records, this gift card should have been sent out by now.

According to the system notes, parts have been ordered and the customer's furniture has been serviced. If there are additional issues that have not yet been resolved, we will certainly notify the customer for further action. However, if the case has been closed but there are persistent issues, the customer can re-open a ticket by speaking to the store representative.

We've requested the customer be sent the compensation for his hardwood floor a little shy of one month now. Unfortunately, the process took longer than expected, however, the customer's check was sent out earlier this week and should arrive within the next few days.

The customer is welcome to write to the board of directors (Mark S[redacted] at [redacted] Road, Brandywine, MD). However, a refund four years after the fact is most likely not happening.

The customer bought the rails to our warehouse where the service manager inspected the piece. It had been broken in half. As per manufacturing warranty standards, breakages are not covered under the warranty. As a result, we denied the claim on those grounds.