Ace Service

October 12, 2015       RE: [redacted] Mr. [redacted] came to our store in Fairfield on 9-26-15 to purchase a mattress that was in our ad. The ad was misprinted and the store manager honored the sale price and ordered...

the size mattress requested. The mattress was scheduled by the factory to come into our warehouse on Monday 10-5. The factory truck had a problem and they rescheduled for Thursday 10-8. We should have notified him as soon as we received the information and we did not. Since this letter was received, both the Assistant store manager and the corporate office have spoken to Mr. [redacted]. Also the mattress has arrived and he has picked it up. Again, we would like to apologize for our lack of customer service and the attitude presented when they called to check on their merchandise. We are always looking for ways to improve and appreciate them taking the time to let us know of their experience. Hopefully they will give us the opportunity to assist them in the future and provide them with the customer service that they deserve. Sincerely,   [redacted] President

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

July 21, 2015 [redacted] Revdex.com 7 West 71h Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted]Dear [redacted], Ms. [redacted] purchased and picked up a bed at our Fairfield store and warehouse on March 18, 2013. The bed came with a 1 year factory warranty to cover...

any manufacturing defects and she purchased a protection plan to cover specific accidental damage done in the home for a period of 5 years. Ms. [redacted] contacted [redacted], which is the facilitator of the protection plan, on February 16th to file a claim on her bed. The claim was processed and an authorization was sent to order parts to repair the broken bed. Unfortunately this bed has been discontinued and there are no parts available. Per the plan agreement, [redacted] will replace the bed with something comparable and at the same price, or they can issue a cash settlement that is discussed with the consumer. We received an authorization on March 6, 2015 for a reselection on her bed. We contacted her to let her know and she was going to come in to the store and see what she could find. Because we received such a good deal from the factory on the original bed Ms. [redacted] bought, we passed on those savings to the customer. She was able to purchase the bed for $99.00. We understand that trying to find a replacement bed at that price is difficult if not impossible. Although we are confident we can find her something reasonable, she would be responsible for any price difference for the new bed. We spoke to Ms. [redacted] and let her know that she can use the credit to purchase any piece of bedroom furniture and that we called [redacted] to extend the expiration date on the authorization to September 1, 2015. We are looking forward to Ms. [redacted] coming in and letting us work with her on finding something that will work for her. Sincerely, [redacted] President

June 24, 2016[redacted] Revdex.com 1 E. 4th Street, Suite 600 Cincinnati OH 45202RE: [redacted] — [redacted] Dear [redacted],Mr. [redacted] purchased furniture from our Fairfield store that was originally delivered June 27,2014. There were some issues with this and a service appointment...

that was missed, so we exchanged the pieces in August 2015.In May 2016, we were contacted about the furniture breaking down and the fabric wearing poorly. At this point, our communication internally and with Mr. [redacted] went downhill. We have been to Mr. [redacted]'s home and re-evaluated his furniture. Although there were some things that are just a characteristic of the furniture, there were several things that we found to be defective.We have agreed to let Mr. and Mrs. [redacted] come back into the store to reselect new merchandise. We will give them credit in the amount of the original purchase price to use towards their new furniture.We would also like to thank them for letting us know of the poor experience they had and give us the chance to make things right. We appreciate their patience with us and hope they will give us the opportunity to assist them in the future.Sincerely,William [redacted] President(Original ltr attached)