Dear Ms***,I am in receipt of the complaint filed by Mrs***. Upon researching the situation and speaking to several managers that worked with Mrs***, I think there was confusion and miscommunication between the customer and speaking with various managers at
different times. The furniture was inspected and upon the technician's review and pictures it was requested that our other Wood technician go out and inspect. Mrs*** called into the store on 10-22-and cancelled this service with the office managerShe stated, they were not flexible with her schedule and she was upset about the process. Mrs*** requested to speak with the Store Manager Mr***. Mr*** had several conversations with Mrs*** and it was determined that she would accept inspection. Since, the service had been cancelled it had not yet been rescheduled with the customer. Mrs*** spoke with Mr*** again disheartened the service was not scheduledIt was determined that we would pick up all the merchandise. Mrs***' husband *** came into the store 10-29-and spoke directly to Mr***. Mr*** apologized for the misunderstanding and that it is very rare with this manufacturer to have defective product. The buying department would have ordered replacements pieces once the 2nd inspection had been done if required. The merchandise is being picked up on Saturday November 1st. LFish is unable to give the outside delivery service a refund check because the customer paid by Visa. When the drivers load the merchandise they have been instructed to call the store and at that time a credit will be issued to Mr. and Mrs*** Visa card.It is not LFish's intent to cause this much frustration to any customer but I really feel this was not just Company miscommunication. LFish Furniture & Mattress takes great pride in the excellent customer service that is provided to our customers I deeply apologize to the customer for the inconvenience and frustration that this transaction has caused to her and her family. Sincerely,*** ***
In in response to the above case. Please see attached copy of purchase and a copy of service parts that were purchased. The customer purchased the lift chair December 24th, 2013. She had service on the purchase August 27th, 2014. This was at L. Fish expense. She called...
in for service in April 2015. The outside service tech once again installed a new motor due to it was broken in half and a new mechanism. This was done at L. Fish expense. This work was completed on May 1, 2015. Per the outside service technician, the chair is working fine when he sits and tests it. When Mr. [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr. [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping. A new motor was once again ordered which was still under warranty. The outside service installed and Mrs. [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs. [redacted] called in this year estimated around May or June that the chair was once again was stuck. She was referred to the outside service company because the motor is now out of warranty. Motors carry a 3 year warranty in which her's expired December 2016. Mrs. [redacted] has been dealing directly with the outside service company and not L. Fish Furniture. I had the L. Fish Customer Service Manager call her today and discuss the information we have on file here. We discovered that Mrs. [redacted] has been speaking with [redacted] the outside service. The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer. Tina the Service manager went over with Mrs. [redacted] the date of purchase and warranties from Catnapper Furniture. Tina will follow up with Mrss. [redacted] when she hears back from Catnapper Furniture.
Dear Ms***,I am in receipt of the complaint filed by Mrs***. Upon researching the situation and speaking to several managers that worked with Mrs***, I think there was confusion and miscommunication between the customer and speaking with various managers at
different times. The furniture was inspected and upon the technician's review and pictures it was requested that our other Wood technician go out and inspect. Mrs*** called into the store on 10-22-and cancelled this service with the office managerShe stated, they were not flexible with her schedule and she was upset about the process. Mrs*** requested to speak with the Store Manager Mr***. Mr*** had several conversations with Mrs*** and it was determined that she would accept inspection. Since, the service had been cancelled it had not yet been rescheduled with the customer. Mrs*** spoke with Mr*** again disheartened the service was not scheduledIt was determined that we would pick up all the merchandise. Mrs***' husband *** came into the store 10-29-and spoke directly to Mr***. Mr*** apologized for the misunderstanding and that it is very rare with this manufacturer to have defective product. The buying department would have ordered replacements pieces once the 2nd inspection had been done if required. The merchandise is being picked up on Saturday November 1st. LFish is unable to give the outside delivery service a refund check because the customer paid by Visa. When the drivers load the merchandise they have been instructed to call the store and at that time a credit will be issued to Mr. and Mrs*** Visa card.It is not LFish's intent to cause this much frustration to any customer but I really feel this was not just Company miscommunication. LFish Furniture & Mattress takes great pride in the excellent customer service that is provided to our customers I deeply apologize to the customer for the inconvenience and frustration that this transaction has caused to her and her family. Sincerely,*** ***
In in response to the above case. Please see attached copy of purchase and a copy of service parts that were purchased. The customer purchased the lift chair December 24th, 2013. She had service on the purchase August 27th, 2014. This was at L. Fish expense. She called...
in for service in April 2015. The outside service tech once again installed a new motor due to it was broken in half and a new mechanism. This was done at L. Fish expense. This work was completed on May 1, 2015. Per the outside service technician, the chair is working fine when he sits and tests it. When Mr. [redacted] tested in front of technician , he said it lifts and lowers much slower because Mr. [redacted] is a large man.May of 2016, customer purchased a remote wand and paid for shipping. A new motor was once again ordered which was still under warranty. The outside service installed and Mrs. [redacted] paid him the labor directly since labor is a mfg one warranty.Mrs. [redacted] called in this year estimated around May or June that the chair was once again was stuck. She was referred to the outside service company because the motor is now out of warranty. Motors carry a 3 year warranty in which her's expired December 2016. Mrs. [redacted] has been dealing directly with the outside service company and not L. Fish Furniture. I had the L. Fish Customer Service Manager call her today and discuss the information we have on file here. We discovered that Mrs. [redacted] has been speaking with [redacted] the outside service. The Service Manager explained she would reach out to the manufacturer to see if there is anything they can do for the customer. Tina the Service manager went over with Mrs. [redacted] the date of purchase and warranties from Catnapper Furniture. Tina will follow up with Mrss. [redacted] when she hears back from Catnapper Furniture.