Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ The customer purchased the set in January but did not let us know of any damaged until February 20thWe have a strict hour policy in which a customer can notify Yvonne's of any damages within hours of receipt and must keep all original packagingThis is clearly noted on our invoice under "Term 5."Since it was well over month since receipt, there is nothing that Yvonne's Furniture can doWe can no longer go back to the manufacturer and ask for a replacement or repair due to the length of time it has been in the customers homeIn that amount of time, anything could have happened to that couch, this is why we have our hour policyFurthermore, I have a copy of the picture that the customer sent and this IS NOT A SEAM SEPERATIONSeam separation "starts" and "ends" on a seamSeam separation do not have a cut mark running through themThis is not seam separation, one quick look at the photo would clearly tell you thatUnfortunately, there is nothing that can be done by Yvonne's FurnitureWe will not be replacing the sofa, nor will we be repairing itWe do, however, have access to repair technicians who specialize in leather and bonded leather, we would be glad to provide you with the contact information Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was their initial response to my phone callThe fact that they are expecting me to notify them with damages within hours of receipt does not make sense because the damage never happened within hours from pick upIt just happened weeks ago from a seam separation and they are saying that its not from a seam separation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ To whom it may concern, Yvonne's is Very aware of the situation and we also find the timeline very frustratingWe have been dealing with a wholesaler that was bought out by a larger company during this timeline and therefore has resulted in a longer wait time for defective itemsThis customer is not the only one who has had to endure long wait times like thisHowever, I have been authorized to replace the customers couch as he noted in his complaintThe issue is that when I was authorized to do so we were completely sold out of the product that needed to be exchangedAs this is a FOB China product, we need to wait until the next shipment arrivesThe next shipment is scheduled to arrive in March Once this arrives, the customer will get the replacement sofaUnfortunately we cannot simply take back the furniture and give the customer his money back as it is now used furnitureAs well, it states clearly in our terms that we do not offer refunds, all sales are finalOnce the shipment arrives, we will notify the customer and have the sofa exchanged Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will AGAIN wait until March to receive the new couchIf the product is not exchanged, I will seek legal action Thank you
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 meAttached is the receipt of a new light from [redacted] for the business to reimburse Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ The customer purchased the set in January but did not let us know of any damaged until February 20thWe have a strict hour policy in which a customer can notify Yvonne's of any damages within hours of receipt and must keep all original packagingThis is clearly noted on our invoice under "Term 5."Since it was well over month since receipt, there is nothing that Yvonne's Furniture can doWe can no longer go back to the manufacturer and ask for a replacement or repair due to the length of time it has been in the customers homeIn that amount of time, anything could have happened to that couch, this is why we have our hour policyFurthermore, I have a copy of the picture that the customer sent and this IS NOT A SEAM SEPERATIONSeam separation "starts" and "ends" on a seamSeam separation do not have a cut mark running through themThis is not seam separation, one quick look at the photo would clearly tell you thatUnfortunately, there is nothing that can be done by Yvonne's FurnitureWe will not be replacing the sofa, nor will we be repairing itWe do, however, have access to repair technicians who specialize in leather and bonded leather, we would be glad to provide you with the contact information Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was their initial response to my phone callThe fact that they are expecting me to notify them with damages within hours of receipt does not make sense because the damage never happened within hours from pick upIt just happened weeks ago from a seam separation and they are saying that its not from a seam separation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ To whom it may concern, Yvonne's is Very aware of the situation and we also find the timeline very frustratingWe have been dealing with a wholesaler that was bought out by a larger company during this timeline and therefore has resulted in a longer wait time for defective itemsThis customer is not the only one who has had to endure long wait times like thisHowever, I have been authorized to replace the customers couch as he noted in his complaintThe issue is that when I was authorized to do so we were completely sold out of the product that needed to be exchangedAs this is a FOB China product, we need to wait until the next shipment arrivesThe next shipment is scheduled to arrive in March Once this arrives, the customer will get the replacement sofaUnfortunately we cannot simply take back the furniture and give the customer his money back as it is now used furnitureAs well, it states clearly in our terms that we do not offer refunds, all sales are finalOnce the shipment arrives, we will notify the customer and have the sofa exchanged Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will AGAIN wait until March to receive the new couchIf the product is not exchanged, I will seek legal action Thank you
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 meAttached is the receipt of a new light from [redacted] for the business to reimburse Sincerely, [redacted]