We understand your frustration and are doing everything we can to assist in the warranty claims processThere is currently an open claim for you that is being reviewed by the warranty company and they will provide the next steps in the claim process as soon as they evaluate your submission and come to a conclusionWe have since spoken regarding your claim and have further assisted in explaining how the process works, and assisted you in researching the claim status online through the warranty company's websiteOur General Manager has been in direct contact and explained all of the options that are available to youPlease contact us directly at your earliest convenience if any further assistance is needed
Mr***,
Thank you very much for reaching out to the Revdex.com
to voice your concern regarding our Free Hall Tree promotionPursuant to the coupon
sent out; the coupon is attached for reference; the hall trees were one per household,
WHILE SUPPLIES LASTOnce we ran out
of
hall trees we gave everyone that brought in the coupon the opportunity to
register to win a gift card to a local restaurantYour wife filled out the
register to win form; which we made very clear did not guarantee her a hall
treeWe did not tell anyone we would guarantee them a hall tree once we ran
out; as we had over coupons redeemed (for hall trees and as part of
the register to win)We wiped two manufacturers out of hall trees; and, we cannot
get anymoreWe did everything we could to service our customers for this
promotion and we are very sorry you came to redeem your hall tree coupon after all
supplies were given outAs for your comment about the owner; Steve Muenchen,
did not have any interaction with any customers regarding the hall tree
promotion; he went above and beyond to get as many hall trees as possibleWe
are very sorry to hear you had a negative experience with a member of our team,
it is our goal to treat every customer is a positive and professional manner
Thank you,
Muenchens Furniture Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information presented in the response was inaccurate and fabricated to minimize the horrible customer service experience I have received and continue to receive Please see my detailed responses in red to this response."As stated in the initial complaint sales associate *** was helpful, informative and accommodating as stated by Ms***Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April (This is inaccurate The sales associate *** mentioned it AFTER paying in full that it would take 4-weeks, and the date listed on the paperwork is an automated date and will not take that long.) Ms*** paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web site(Besides being printed, this was never explained to me during the sales process.) As we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her order(See previous comment.) Some furniture does come in earlier as we notify all customers as stated by sales associate ***. During the estimated furniture time period Ms*** called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate *** as he had suggested(See all previous comments.) Ms*** called to check the status of her order several times and our staff would give her the updated information as we received it(After almost two full weeks after placing the order, I still have yet to receive any communication from Muenchen's Furniture as to the status of my order When I originally reached out, *** did not have any information to provide to me, which is a problem as a customer She was then suppose to follwith me and never did When I called back (when *** was suppose to call me back, as she stated on original phone call), I spoke with ***, and the exact conversation occurred where she was unable to provide me, the customer, any information regarding the status of my order *** assured me she would follwith me on the phone by "X" date, and each time she did not I called thereafter to receive the information I was originally seeking Over the various calls, Muenchen's Furniture was unable to provide me with the information I expected as a customer.) There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shipping. April 2nd Ms*** decided to call and check the status of her once again as statedOffice administrator *** gave Ms*** the updated information that we had received and let her know it was now in transit. Ms*** asked to speak to the manager. Store manager *** called and talked to Ms*** and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order(That's inaccurate as well, as the manager stated there is no way he could refund my order.) Ms *** followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th. On Mon April 20th we left Ms*** a courtesy follow up call(Also inaccurate I left *** a voicemail on Tuesday, April 21st and have yet to receive a call back The sales manager, ***, also left me a voicemail.) No response has been given. We can not give Ms*** a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale "
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint I filed stated that the verbal sales presentation was not an accurate description of the agreement While I did sign all of those forms, it wasn't until after my payment was rendered The salesman said that the date at the top of the page is an auto-generated date and did not reflect the true length of time Additionally, he said that the sectional I was ordering was NOT a customized order as the model is designed to allow customers to pick and choose pieces Lastly, the response made by Muenchen's made it sound like their customer service representatives gave me detailed information on what I could expect from my order That is not an accurate depiction of the conversations In each of the conversations, *** and *** would end the call by saying they would find out more information and get back with me on "X" date, and they NEVER followed through with that call Each time I had to initiate the follow-up
Regards,
*** ***
Mr*** ***, I am so sorry about the problems you have had with your mattress purchase. Your upgraded re-selected mattress purchase from 5/19 is due in on Wednesday 6/17-Thursday 6/We value you as a customer and for your patience in resolving your mattress issues we would like
to offer you 20% off your upgraded mattress selectionThis would make your purchase an even exchange or we will issue a full return of your mattress purchase. Thank you,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint A representative of Muenchens contacted my wife and offered a prorated store credit prior to us receiving the report from the warranty company which we found was to low We then received information from the warranty company that the issues with the furniture were wear and tear and that they would not be repairing the furniture This is totally unacceptable I don't understand how mechanism failures on the loveseat and one on the sofa in years can be wear and tear, especially since the loveseat is a power recline love seat Also, the structural failure on the love seat cannot be considered wear and tear as well as the fabric deterioration and the seam separation For us to have paid extra for the extended warranty and then have the company say they are not going to fix it is ridiculous Per the attached *** MFG Warranty, the mechanisms have a LIFETIME warranty, the power mechanisms have a year warranty, which the initial most recent complaint was filed within the year warranty period and had already been replace once before (September 2016) for replacement, the frame the springs frame and parts have a year warranty, which we are still covered forWe expect ***, Muenchens and the warranty company to do the right thing here We are hesitant to accept a store credit based on the experience we have had with this furniture We feel we may be in form ore of the same if we use the store credit and pay the difference for what we have in mind Our trust in this company is very low, and we feel like we are being taken advantage of We are willing to continue negotiations with Muenchens and may be willing to accept a larger store credit.
Regards,
*** ***
*** *** *** ***, Once again we apologize for your troubles and understand your frustrationAt this point, it appears ***, the warranty company has denied your claim due to wear and tearWe strive to do everything we can to assist if ever a situation such as this occursWe offer a one-year in house warranty on all new merchandise which includes one free service/technician labor appointment, and from reviewing our records we have provided you with twoWe are still offering to assist you by allowing you a monetary reimbursement prorated for the amount of time you've owned your furnitureThe amount is based off the original value of your merchandiseAt this time, we are unable to provide you with any additional reimbursement, although we are more than willing to assist you in selecting new merchandiseIf you would like move forward with your prorated credit, please contact our General Manager, Jeff Rat ###-###-####Thank you
[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 ***, and find that this resolution is satisfactory to meThe resolution has not been completed yet, but look forward to the close of this issue.
Regards,
*** ***
We understand your frustration and are doing everything we can to assist in the warranty claims processThere is currently an open claim for you that is being reviewed by the warranty company and they will provide the next steps in the claim process as soon as they evaluate your submission and come to a conclusionWe have since spoken regarding your claim and have further assisted in explaining how the process works, and assisted you in researching the claim status online through the warranty company's websiteOur General Manager has been in direct contact and explained all of the options that are available to youPlease contact us directly at your earliest convenience if any further assistance is needed
Mr***,
Thank you very much for reaching out to the Revdex.com
to voice your concern regarding our Free Hall Tree promotionPursuant to the coupon
sent out; the coupon is attached for reference; the hall trees were one per household,
WHILE SUPPLIES LASTOnce we ran out
of
hall trees we gave everyone that brought in the coupon the opportunity to
register to win a gift card to a local restaurantYour wife filled out the
register to win form; which we made very clear did not guarantee her a hall
treeWe did not tell anyone we would guarantee them a hall tree once we ran
out; as we had over coupons redeemed (for hall trees and as part of
the register to win)We wiped two manufacturers out of hall trees; and, we cannot
get anymoreWe did everything we could to service our customers for this
promotion and we are very sorry you came to redeem your hall tree coupon after all
supplies were given outAs for your comment about the owner; Steve Muenchen,
did not have any interaction with any customers regarding the hall tree
promotion; he went above and beyond to get as many hall trees as possibleWe
are very sorry to hear you had a negative experience with a member of our team,
it is our goal to treat every customer is a positive and professional manner
Thank you,
Muenchens Furniture Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information presented in the response was inaccurate and fabricated to minimize the horrible customer service experience I have received and continue to receive Please see my detailed responses in red to this response."As stated in the initial complaint sales associate *** was helpful, informative and accommodating as stated by Ms***Sales associate *** quoted Ms*** the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April (This is inaccurate The sales associate *** mentioned it AFTER paying in full that it would take 4-weeks, and the date listed on the paperwork is an automated date and will not take that long.) Ms*** paid for her order and acknowledged the estimated time period by signing her filed document At which time she could have cancelled her order or picked an item we had in stockAs policy we have days to cancel all orders as stated on the customers receipt envelope and on our web site(Besides being printed, this was never explained to me during the sales process.) As we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her order(See previous comment.) Some furniture does come in earlier as we notify all customers as stated by sales associate ***. During the estimated furniture time period Ms*** called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate *** as he had suggested(See all previous comments.) Ms*** called to check the status of her order several times and our staff would give her the updated information as we received it(After almost two full weeks after placing the order, I still have yet to receive any communication from Muenchen's Furniture as to the status of my order When I originally reached out, *** did not have any information to provide to me, which is a problem as a customer She was then suppose to follwith me and never did When I called back (when *** was suppose to call me back, as she stated on original phone call), I spoke with ***, and the exact conversation occurred where she was unable to provide me, the customer, any information regarding the status of my order *** assured me she would follwith me on the phone by "X" date, and each time she did not I called thereafter to receive the information I was originally seeking Over the various calls, Muenchen's Furniture was unable to provide me with the information I expected as a customer.) There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factoryis days in process until factory completion, then to shipping. April 2nd Ms*** decided to call and check the status of her once again as statedOffice administrator *** gave Ms*** the updated information that we had received and let her know it was now in transit. Ms*** asked to speak to the manager. Store manager *** called and talked to Ms*** and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee She said that would be fine and she would like to keep her order(That's inaccurate as well, as the manager stated there is no way he could refund my order.) Ms *** followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18thHer delivery was made on Saturday April 18th. On Mon April 20th we left Ms*** a courtesy follow up call(Also inaccurate I left *** a voicemail on Tuesday, April 21st and have yet to receive a call back The sales manager, ***, also left me a voicemail.) No response has been given. We can not give Ms*** a 10-15% refund for her order as requestedHowever, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale "
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint I filed stated that the verbal sales presentation was not an accurate description of the agreement While I did sign all of those forms, it wasn't until after my payment was rendered The salesman said that the date at the top of the page is an auto-generated date and did not reflect the true length of time Additionally, he said that the sectional I was ordering was NOT a customized order as the model is designed to allow customers to pick and choose pieces Lastly, the response made by Muenchen's made it sound like their customer service representatives gave me detailed information on what I could expect from my order That is not an accurate depiction of the conversations In each of the conversations, *** and *** would end the call by saying they would find out more information and get back with me on "X" date, and they NEVER followed through with that call Each time I had to initiate the follow-up
Regards,
*** ***
Mr*** ***, I am so sorry about the problems you have had with your mattress purchase. Your upgraded re-selected mattress purchase from 5/19 is due in on Wednesday 6/17-Thursday 6/We value you as a customer and for your patience in resolving your mattress issues we would like
to offer you 20% off your upgraded mattress selectionThis would make your purchase an even exchange or we will issue a full return of your mattress purchase. Thank you,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint A representative of Muenchens contacted my wife and offered a prorated store credit prior to us receiving the report from the warranty company which we found was to low We then received information from the warranty company that the issues with the furniture were wear and tear and that they would not be repairing the furniture This is totally unacceptable I don't understand how mechanism failures on the loveseat and one on the sofa in years can be wear and tear, especially since the loveseat is a power recline love seat Also, the structural failure on the love seat cannot be considered wear and tear as well as the fabric deterioration and the seam separation For us to have paid extra for the extended warranty and then have the company say they are not going to fix it is ridiculous Per the attached *** MFG Warranty, the mechanisms have a LIFETIME warranty, the power mechanisms have a year warranty, which the initial most recent complaint was filed within the year warranty period and had already been replace once before (September 2016) for replacement, the frame the springs frame and parts have a year warranty, which we are still covered forWe expect ***, Muenchens and the warranty company to do the right thing here We are hesitant to accept a store credit based on the experience we have had with this furniture We feel we may be in form ore of the same if we use the store credit and pay the difference for what we have in mind Our trust in this company is very low, and we feel like we are being taken advantage of We are willing to continue negotiations with Muenchens and may be willing to accept a larger store credit.
Regards,
*** ***
*** *** *** ***, Once again we apologize for your troubles and understand your frustrationAt this point, it appears ***, the warranty company has denied your claim due to wear and tearWe strive to do everything we can to assist if ever a situation such as this occursWe offer a one-year in house warranty on all new merchandise which includes one free service/technician labor appointment, and from reviewing our records we have provided you with twoWe are still offering to assist you by allowing you a monetary reimbursement prorated for the amount of time you've owned your furnitureThe amount is based off the original value of your merchandiseAt this time, we are unable to provide you with any additional reimbursement, although we are more than willing to assist you in selecting new merchandiseIf you would like move forward with your prorated credit, please contact our General Manager, Jeff Rat ###-###-####Thank you
[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 ***, and find that this resolution is satisfactory to meThe resolution has not been completed yet, but look forward to the close of this issue.
Regards,
*** ***