Initial Business Response / [redacted] (1000, 6, 2015/04/29) */ Mr [redacted] has already contacted our store to resolve this issueWe have already agreed to return merchandise without a restocking fee for a credit back to his Progressive accountMr [redacted] will still be responsible for the original delivery fee, as he did take advantage of the delivery service we contract out for the convenience of our customersIf Mr [redacted] wishes to take advantage of the delivery service for transportation of return merchandise, there is another delivery fee involved for this serviceThe charge would be deducted from the credit we put back on the Progressive accountIf Mr [redacted] does not want to pay for delivery, he is more than welcome to provide his own transportation back to the store Progressive Leasing contracts are emailed to the email address the consumer provides at the time of applicationAs soon as the consumer "e-signs" the Progressive application, indicating an agreement to the terms of payment, etcProgressive gives us the approval to release merchandise to the consumerProgressive Leasing sets payments up to coincide with the consumer's pay datesAll of this information is entered into the application along with a valid checking account payments can be withdrawn from by the consumerIf there was a misunderstanding on Mr [redacted] 's part, we sincerely apologizeNothing about this process is intended to be misleading or misrepresented at the point of sale, as mentioned previously - all information is entered into the application by the consumer As of April 29, 2015, Mr [redacted] has not attempted to schedule pick up of his merchandise, nor has he brought back to the storeIf Mr [redacted] wishes to return, he needs to do so as soon as possible
The Furniture Protection Plan is an accident policy and the only pet damage that is covered is fluid from pets Scratching and biting is not covered However, we don’t want the customer to think we deliberately misled them, so as a one time courtesy, we are swapping out the pieces We have delivery set up for Sunday
Initial Business Response /* (1000, 5, 2015/07/20) */
Ms*** did purchase mattresses from Factory Direct on 07/07/She elected to pick up her merchandise in the rain, which is at the customer's discretionWe did have the merchandise double bagged at her requestFactory Direct is not
responsible for damage caused to merchandise picked up by the customer, rain or shineFactory Direct has already informed Ms*** that we are not responsible for damage caused to merchandise she elected to pick up in torrential downpourHer request to return or exchange has been declined and no further action will be taken our part
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As he started that out was raining and although it was raining that day I was promised that it would be double baggedHe has a camera in the warehouse and has proof that they weren't double baggedI was assures by the sales last and the dock hands that they had to replace merchandise do to not properly securing the merchandiseI was promised that it would not get wetHe had the proof of video that it was indeed not double bagged but trapped together
Initial Business Response /* (1000, 6, 2015/04/29) */
Mr. [redacted] has already contacted our store to resolve this issue. We have already agreed to return merchandise without a restocking fee for a credit back to his Progressive account. Mr. [redacted] will still be responsible for the...
original delivery fee, as he did take advantage of the delivery service we contract out for the convenience of our customers. If Mr. [redacted] wishes to take advantage of the delivery service for transportation of return merchandise, there is another delivery fee involved for this service. The charge would be deducted from the credit we put back on the Progressive account. If Mr. [redacted] does not want to pay for delivery, he is more than welcome to provide his own transportation back to the store.
Progressive Leasing contracts are emailed to the email address the consumer provides at the time of application. As soon as the consumer "e-signs" the Progressive application, indicating an agreement to the terms of payment, etc. Progressive gives us the approval to release merchandise to the consumer. Progressive Leasing sets payments up to coincide with the consumer's pay dates. All of this information is entered into the application along with a valid checking account payments can be withdrawn from by the consumer. If there was a misunderstanding on Mr. [redacted]'s part, we sincerely apologize. Nothing about this process is intended to be misleading or misrepresented at the point of sale, as mentioned previously - all information is entered into the application by the consumer.
As of April 29, 2015, Mr. [redacted] has not attempted to schedule pick up of his merchandise, nor has he brought back to the store. If Mr. [redacted] wishes to return, he needs to do so as soon as possible.
The Furniture Protection Plan is an accident policy and the only pet damage that is covered is fluid from pets. Scratching and biting is not covered. However, we don’t want the customer to think we deliberately misled them, so as a one time courtesy, we are swapping out the pieces. ...
Initial Business Response / [redacted] (1000, 6, 2015/04/29) */ Mr [redacted] has already contacted our store to resolve this issueWe have already agreed to return merchandise without a restocking fee for a credit back to his Progressive accountMr [redacted] will still be responsible for the original delivery fee, as he did take advantage of the delivery service we contract out for the convenience of our customersIf Mr [redacted] wishes to take advantage of the delivery service for transportation of return merchandise, there is another delivery fee involved for this serviceThe charge would be deducted from the credit we put back on the Progressive accountIf Mr [redacted] does not want to pay for delivery, he is more than welcome to provide his own transportation back to the store Progressive Leasing contracts are emailed to the email address the consumer provides at the time of applicationAs soon as the consumer "e-signs" the Progressive application, indicating an agreement to the terms of payment, etcProgressive gives us the approval to release merchandise to the consumerProgressive Leasing sets payments up to coincide with the consumer's pay datesAll of this information is entered into the application along with a valid checking account payments can be withdrawn from by the consumerIf there was a misunderstanding on Mr [redacted] 's part, we sincerely apologizeNothing about this process is intended to be misleading or misrepresented at the point of sale, as mentioned previously - all information is entered into the application by the consumer As of April 29, 2015, Mr [redacted] has not attempted to schedule pick up of his merchandise, nor has he brought back to the storeIf Mr [redacted] wishes to return, he needs to do so as soon as possible
The Furniture Protection Plan is an accident policy and the only pet damage that is covered is fluid from pets Scratching and biting is not covered However, we don’t want the customer to think we deliberately misled them, so as a one time courtesy, we are swapping out the pieces We have delivery set up for Sunday
Initial Business Response /* (1000, 5, 2015/07/20) */
Ms*** did purchase mattresses from Factory Direct on 07/07/She elected to pick up her merchandise in the rain, which is at the customer's discretionWe did have the merchandise double bagged at her requestFactory Direct is not
responsible for damage caused to merchandise picked up by the customer, rain or shineFactory Direct has already informed Ms*** that we are not responsible for damage caused to merchandise she elected to pick up in torrential downpourHer request to return or exchange has been declined and no further action will be taken our part
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As he started that out was raining and although it was raining that day I was promised that it would be double baggedHe has a camera in the warehouse and has proof that they weren't double baggedI was assures by the sales last and the dock hands that they had to replace merchandise do to not properly securing the merchandiseI was promised that it would not get wetHe had the proof of video that it was indeed not double bagged but trapped together
Initial Business Response /* (1000, 6, 2015/04/29) */
Mr. [redacted] has already contacted our store to resolve this issue. We have already agreed to return merchandise without a restocking fee for a credit back to his Progressive account. Mr. [redacted] will still be responsible for the...
original delivery fee, as he did take advantage of the delivery service we contract out for the convenience of our customers. If Mr. [redacted] wishes to take advantage of the delivery service for transportation of return merchandise, there is another delivery fee involved for this service. The charge would be deducted from the credit we put back on the Progressive account. If Mr. [redacted] does not want to pay for delivery, he is more than welcome to provide his own transportation back to the store.
Progressive Leasing contracts are emailed to the email address the consumer provides at the time of application. As soon as the consumer "e-signs" the Progressive application, indicating an agreement to the terms of payment, etc. Progressive gives us the approval to release merchandise to the consumer. Progressive Leasing sets payments up to coincide with the consumer's pay dates. All of this information is entered into the application along with a valid checking account payments can be withdrawn from by the consumer. If there was a misunderstanding on Mr. [redacted]'s part, we sincerely apologize. Nothing about this process is intended to be misleading or misrepresented at the point of sale, as mentioned previously - all information is entered into the application by the consumer.
As of April 29, 2015, Mr. [redacted] has not attempted to schedule pick up of his merchandise, nor has he brought back to the store. If Mr. [redacted] wishes to return, he needs to do so as soon as possible.
The Furniture Protection Plan is an accident policy and the only pet damage that is covered is fluid from pets. Scratching and biting is not covered. However, we don’t want the customer to think we deliberately misled them, so as a one time courtesy, we are swapping out the pieces. ...
We have delivery set up for Sunday.