Raymour & Flanigan

Hello,Per our leadership team, This is a customer that we took a thorough approach on? to ensure? we enhanced the customer shopping experience.? We brought down the product way in advance before the customers departure date? to ensure everything was white gloved? inspected
? by us and the customerIn addition, the customer came into our showroom twice to inspect every? piece, and each time the customer was satisfiedThe day the third party delivery service? arrived to pick up the merchandise, they also inspected each piece before loading the product on their truck, to ensure there was no damagesThe third party service signed, and also? acknowledged that the product was in perfect condition, before taking off with the productStore manager spoke to the customer personally and advised them that we are not? liable for any damaged product? once the product leaves with? another carrier or? on transportThe customer advised, that the third party delivery service will pay close to nothing for their damages, so that's why they were calling us to make a complaint.? We advised the customer that he needs to direct his concern, and insurance coverage for? damaged? goods? with the third party company that is liable for damaged merchandised on? transport to ALThere was no verbal agreement with our associate to the customer that the merchandise would be fully protectedIn addition, the customer advised us to take all of the merchandise out? of? the original ? manufacture packaging so they can inspect every piece,? and for us to assembleOnce the merchandise is assembled, there is no way that we could even place it back in the original packaging, which clearly the customer understoodEach piece was thoroughly shrink wrapped at the customers request.Thank you,?

Good afternoon,? In regards to this situation, our local management team has contacted the customerOrnes from our Randolph service center contacted the customer and is currently looking into what options we have for the customerKnowing the concerns that our customer is having, Ornes feels
that we will most likely need to first get a technician sent out to the home to inspect the furniture so that we will be able to provide the customer with the best resolutionOrnes stated that he will be following up with the customer on next steps so that our customer is aware of all the steps includedThanks!

Hello,We have contacted the customer and scheduled an in shop evaluation of the piece for 4/5. We will take a look into options once we can fully inspect the piece. Thank you,Kevin

I have reached out to our Leadership and have asked then to review and address customer's complaint.  Someone will reach out to this customer with 24 to 48 hours. Thank you, T.F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
[redacted]I have called TD Bank and they told me the refund could take days, I have not received anything as of 2/12/18, As soon as I get the check I will contact you, ? Thank you for your help? [redacted]

Hello? After reviewing the photos from when our technician was in the home and his report, we are not able to offer a replacement or? repairs due to accumulative damagesAny damages need to be reported within to days as disclosed in our Platinum Protection brochure, that is given at
the time of purchaseAs long as the customer caused? damages are reported in that time, it is covered, however these damages have developed over time and there fore are notWe do apologize for the frustrations and can offer a refund for the Platinum Protection PlanBy doing so the customer would lose the Platinum Protection Plan.? Thank you

Hello,As of 9/22/reached out to customer and left voicemailRequested photos to be sent in for review to see what options might be availableAlso sent an email requesting photos.No response yet

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I was contacted via phone call on Monday March 5, 2018 by Manchester, CT Manager, Mark. (This was the same Manager my husband dealt with in person in order to get the 3rd piece of our sectional.) The experience was less than pleasant, as you can imagine, when he was asking us to pay hundreds of dollars more for something we were told we already paid for/bought. Simply put, Mark's only "resolution" was a full refund and pick up of the sectional. What Mark failed to deliver was customer service. My husband and I are very happy with the product. Mark stated that "these things happen in the heat of a sale", therefore admitting the mistake of his salesman but unable to follow through with what we were promised. He also lied stating "I'm shocked and a little confused about this complaint because it was already resolved amicably with your husband in the store". Us driving out 25 min to a store, arguing for 2 hours and having to pay an additional $167 is not amicable in my mind. For the sake of time and also wanting our sofa my husband paid the additional amount and left!I am still incredibly disappointed with this business, their business practices and ethics, and their customer service.
Regards,
[redacted]

Good afternoon,Our local management team from the Suffern area reached out to speak with the customer about this issue on 4/18/18.? We reviewed with the customer that the last payment was due on 6/23/in the amount of $428.23.? There was a payment made for $on 6/28/which was
$short of a full payment.? The customer paid the remaining balance of $in July after the "interest start date" of 6/29/17.? TD Bank sent bills to the customer for the interest that the customer did not address while speaking with the customer.? According to TD Bank, there was no return mail for the customer which means they were receiving bills.? Due to the non-payment, TD Bank forwarded the account to Collections.? We suggested the customer contact TD Bank's collections department and see if they can negotiate a deal.? The customer wants to Raymour & Flanigan to take care of this issue and blames our sales associate for misleading him.? The sales associate explained all of the financing terms correctly.? The customer needs to contact TD Bank to help resolve this issue.? ? If you have any additional questions about this, please let us know.Thank you!

Leadership has been working with this customer and we have offered her store credit to pick out/purchase new recliners.? Thank you, T.F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
[redacted]

Hello,We are showing that as of last week the credit was sent to the customers financing account [redacted]Customer should be able to contact [redacted] directly to confirm.? Thank you!

After reviewing customer's account, our team has offered her a reselectShe has picked out a new bed, which we are delivering on 12/16/Thank you, T.F[redacted]

Hello. We apologize for the customer's frustrations. We have offered the customer what we can.  Thank you

Hello,looking into the customers account, we have decided to make a one time exception and cover the piece under platinum. The customer should call in as soon as possible to schedule an EEX, the account is notated.Thanks,

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]

HelloWe do apologize for the customer's frustrations! In our platinum protection plan on mattress was for years, the platinum protection plan on furniture has always been for yearsWe did service the customer's furniture at no charge, as a courtesy(normally a $fee)She has spoken to
one of our supervisors(Tim) in the platinum protection department, and? at this time? we can not offer anything, besides what we have with the no charge service.? Thank you

Good afternoon,We have partnered with [redacted] to find resolution for this situation. Going forward a new sequence has started on the balance for the first purchase. The new monthly minimum payment will be $39.00 moving forward.Please let us know if there is anything else that we can assist...

with.Thanks.

Leadership has reviewed the customer's complaint and reached out to offer her the option of credit in the store and a 10% restocking fee. Customer has agreed to this offer and we are delivering new merchandise to her on 4/30/2016. Thank you, T.F[redacted]

Good afternoon,Our local management team from the Duryea area has attempted to reach out to the customer with the phone number provided to discuss this situation with the customer.? We left the customer voice messages to contact our team back to discuss this further.? If you have any
additional questions about this, please let us know.? Thank you!