Sam's Club

Hello, On the application that was signed at the time of purchase for finance, the $is described I have [redacted] the paragraphthank you

We regret that some merchandise on MsJ [redacted] order was delayedOur manufacturer is overseas and while we trust that the estimated arrival dates provided to us are accurate, sometimes delays are inevitable though very unwelcomeWe have been advised that the bed is scheduled to be in our warehouse by 11/15/As soon as it arrives, we will contact MsJ [redacted] to schedule a convenient delivery date MsJ [redacted] contacted our Customer Service Department to express concern about a the finishes on a dresser drawer and on a mirror A technician was sent to inspect and restore the pieces Our customer refused to permit him to restore the dresser drawer so we ordered a replacement drawer; however, the frame on the mirror was not defectiveThe manufacturer adds distress marks and that is what the customer assumed were flaws in the finish The technician darkened the distress marksWe will not be exchanging the mirror Customer Service is contacting MsJ [redacted] to schedule an appointment for the technician to bring the replacement dresser drawer We appreciate our customers and apologize for the inconvenience we have caused her

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] I was contacted by Haynes on Saturday, January The resolution is to allow me to reselect furniture for the dollar amount in which I paid for the original furniture They gave me days to select I went into the store yesterday and due to the sale advertisement, they were extremely busy The salesperson suggested that I come back Wednesday, January so that she can take her time with me I will go to Haynes tomorrow and reselect furniture.Thank you for your assistance

At the time of the customer's scheduled delivery of a sofa and recliner in March, we discovered that all recliners in our inventory had production issuesWe delivered the sofa and refunded the delivery fee to compensate the customer for her inconvenienceIt was assumed that we would be able to deliver the recliner when the next shipment of recliners arrived at the beginning of May; however, the manufacturer has notified us that their production issues have not been resolvedWe are concerned that the delay will be considerable because this merchandise is imported We have spoken with the customer to offer a reselection to different merchandise or a full refund She has chosen to return the sofa for a refundWe will contact her to schedule a pick up of the sofa to resolve the complaint

We realize it is an inconvenience to customers to provide photos of reported damage to merchandise which the customer has picked up from the warehouse and transported homeMost of the time it can be determined if the damage is vendor related or caused by customer mishandling during transit from our warehouse to the customer's homeIn Ms***'s case, we were unable to say when the damage occurred Because we could not be sure, of course we found in favor of our customer Ms [redacted] was kind enough to provide photos to us but we were unable to contact her from the outset because the telephone number on the sales order had been disconnected It is frustrating for us to be unable to contact a customer due to misinformation especially since her sales order ticket was reviewed and signed by her at time of purchaseAll incoming and outgoing calls from Customer Service are recorded We did not receive Ms***'s correct telephone number from her- it was reported to us by the manager of the business office at our store Our customer service department handles inquiries from stores nationwide and, while we never like to keep a customer waiting, the volume of calls tends to be high especially at certain times of day and days of the weekWe hoped to compensate Ms***'s frustration with the damaged product by delivering a replacement piece at no charge to her for deliveryWe didn't have to do this because the Terms & Conditions contract signed by Ms [redacted] at time of purchase clearly states that the customer assumes responsibility for the condition of the productCustomers are invited if not urged to inspect the merchandise before signing for it and leaving the loading dockThe policy further states that if there are issues, the customer is responsible for returning the piece to the warehouse We are happy that Ms [redacted] has her console but regret that she is upset with us; however, it is important to remember that there are indeed two sides to every storyThank you for the opportunity to tell ours

I'm am sorry to hear the [redacted] are upset with the way the warranty plan works In several locations in our stores we have the [redacted] terms and condtions available to anyone who wishes to take a copy The terms and conditions clearly state what is and is not covered Uniters does not replace matching pieces or sets Haynes does not control Uniters nor can we make Uniters approve all the stools to be returned.We do have an open ticket [redacted] to replace/reselect on one barstool sku [redacted] and one in sku [redacted] We did check stock and show we have two of the [redacted] in stock at one of our stores [redacted] in customer service has left a couple of messages asking that the [redacted] call in [redacted] will be checking on the stock that we show availto make sure they are really there and inspect them, and if we can get them, we can switch out the two approved return barstools for the two we show that we have- for the same price Thank you

We regret that Mrs [redacted] is distressed about the mechanism on her recliner As consumers we can all identify with the frustration that results when a mechanical part breaks The manufacturer of the grouping purchased by our customer has provided a replacement mechanism and will underwrite the cost of installation by a factory trained service technician to restore the recliner to manufacturer standardIn fact, shipping records indicate the part was delivered to Mrs [redacted] on March We have contacted her and provided a tentative date for serviceWe requested that she return our call to confirm that this is a convenient date Customer Service is here to facilitate the vendor's warranty and act as our customer's advocateIt is distressing for us to be advised that a customer has contacted us but has not received a responseOur telephone system records all incoming and outgoing callsThere were no calls placed to Customer Service on March or on March from Mrs [redacted] 's telephone number Haynes Furniture services what it sells It is not possible to authorize a return of Mrs [redacted] 's for a refund

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am requesting the following from Haynes: A definite date for delivery that Haynes can guarantee that I will receive itemIf they cannot deliver by this date – I request that they refund all cash received and assist me in locating a store or another location to purchase this item from due to the fact that I now have parts of a set that seems to be sold without assurance of the final piece to be delivered Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: Haynes did exchange the box spring on April and everything is good I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Hello, We are very sorry to hear that Mr& Mrs [redacted] are disappointed.Our sales staff are not given any customer's credit application information as far as why something was approved or not, so if they shared an assumption with the customer, it was only that, an assumption As far as referring Mr*** to applying on line, no one can quote what someone qualifies for All applications go to our finance underwriters.On the request to remove the inquiry, our underwriters can request a mask of the inquiry which will remove the hard inquiry from other creditors viewHowever, they cannot request the mask without having the exact name, address, and SS# of the applicant They also cannot assume that the information they have on file under the name on this complaint, is this Mr***, just by using his nameOne of the finance managers has left two messages for Mr*** We will need to verify this personal and private information with the customer Also, our finance managers will not be able to discuss his wife’s credit offer with him They will however, discuss his information in his credit file, if he returns their call.Please ask him to call our toll free number [redacted] Please ask for [redacted] or ***.Thank you

Customer did receive 30% off our every day price This was a featured item in the mailer The 30% was the advertised price, we can send him a screen shot of every day price if he needs to see it Mailer shows our price and then the 30% off .says take an extra 30% off in red and then shows the reduced price in red

[redacted] purchased a memory foam mattress that was a special orderWe are given a timeframe for delivery to our warehouse by the manufacturerUsually the eta is accurate but, regrettably, on this occasion the product was delayedWe regret the frustration and inconvenience that the delay caused our customerThe mattress arrived on [redacted] * and our sales associate contacted the customer to advise her that it is ready for pick up at our Richmond warehouseShe was also contacted the same day by our business office to complete a refund for the order which she cancelled on [redacted] *We are awaiting her response as to how she wishes to proceed

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below They used the words most under their terms and conditions and the word most when saying most people inquireThat does not state customer must assemble and would it not have been appropriate for my sales person to instruct me that you must pay an additional for us to assemble this item or you will have to pick up and assemble yourselfThe newspaper article did not say assembly required, the purchase probably took an hour from the selection to the time to get my debit card information etcWould it not have been appropriate during that hour for someone to inquire if I wanted it delivered and assembled for an additional or maybe someone to say, Mr [redacted] are you aware that if you pick these items up you will have to assemble them yourselfNo, they were afraid that they would lose the sale, and they are correctI would not have made the purchase had someone made me aware of the conditionsThey relied on making the sale first and after getting paid I would then realize that I had to pay an additional I spent on a truck, gas, and miles and on a man to help me load and unload what I thought was an assembled dining setI have spent a lot of money at that store and just a few months prior about 3,on a sofa, chair and tables and did not have to assemble themI can see putting a grill together or a filing cabinet but a dining room set? I doubt if I assemble them I will find anyone that will sit on them, and I feel by being misled and renting the truck etcI have paid for delivery and assembly [Provide details of why you are not satisfied with this resolution.]Regards [redacted]

Worst customer service and experience ever!!! I ordered an Avengers ½ sheet cake with cupcakes for my son's 4th birthday party that I was to pick up on 12/ My mother picked up the cake/cupcakes for me as I was unable She did not notice the cupcakes were all vanilla(You couldn't see that from the top of the box) The problem was when I placed the order I requested white cake and cupcakes to be half chocolate and half white My son really loves chocolate so it was a little sad for him not having his favorite for his birthday I called in immediately when I noticed and spoke to whoever was closing the bakery on 12/and they told me to bring in a picture of the cupcakes to show that they were not right She asked could I come right away but I was in the middle of a birthday party so of course I could not Today January I showed up with picture ready and when I got there was told fine we can remake the cupcakes just fill out another form This all came with a ton of tension, rude facial expressions and irritability on behalf of the staff that I was speaking to I felt like I was annoying them rather than them being helpful and understanding of my situation I asked if I could pick up the cupcakes tomorrow so that they would be fresh, and I could surprise my son at daycare and he could share with his friends at school They obliged and I left feeling a bit let down by my treatment but happy that I would be able to make it up to my son I was ordering cupcakes anyone for his class so this was a great tradeoff Well, needless to say a few hours after leaving the bakery I receive a message on my phone saying that unfortunately we will not be able to cover your cupcakes, we will take some money off I was told to ask for Isabelle or Juanita when I called back So I asked for Isabelle or Juanita when I called back and low and behold they are not available The only person to speak to was SimoneShe said she was an assistant manager and when I asked to speak to a manager she said she was, however she had just told me she was an assistant manager I went on to explain that this is not acceptable and I should not be responsible for the mistake Now I have wasted my gas going to the store to show a picture that was never looked at, I received horrible treatment from the bakery and felt like I was nothing more than a bother instead of a valued member, and I still don't have what I ordered It's not about the cupcakes now as I will order somewhere else I just can't believe the rude treatment!!! I would NEVER treat someone the way that I was treated Not sure how we can resolve this now but it's unacceptable Then I wrote corporate and this was "thoughtful and individualized "response I received! Thank you for contacting Sam's Club in regards to you in club experience with our bakery deptWe appreciate your feedback and have notified our Sam's Club Member Service department for improvement We appreciate your patienceWe never like to see members upset or inconvenienced, we always strive to create a positive member experienceProviding excellent service is our highest priority Please accept our most sincere apologies for any inconvenience this issue may have causedWe sincerely appreciate your feedback regarding this matter Happy to Help, Anastacia Unacceptable!!!

We do agree that the order that went out the first time, and was refused by Ms [redacted] She reported that it was not the set she wanted The set she wanted was available, but there was a large price difference The floor sample was marked correctly, and it was discovered that the sales person made an error when placing the order The store manager did work with Ms [redacted] to resolve the issue, and the ticket was rewritten for the set Ms [redacted] said she wanted The store manager thought the matter was taken care of, until Ms [redacted] posted negative remarks on facebook saying she was not happy.The store manager immediately looked up the order, and contacted Ms [redacted] to try and work with her on the order, which had been redelivered in April He offered her an additional $off in credit, and also told her he will send her a $gift certificate, but we can not lower the price to the less expensive set This was a mistake on the sales person's part, and he in no way was trying to do a bait an switch, and the store manager did apologize to Ms [redacted] again.We value our customers, and the store manager reported that Ms [redacted] has agreed to the offer of coming back in and using the $in credit and gift certificate.thank you

I ordered a TV online Order number: [redacted] and paid for it 8/7/it took too long to get here and I refused it sending it backI am still waiting for a refund as of 9/3/Here is a timeline of this debacle 8/7/purchase to arrive by 8/13/I kept checking the shipping number and Fed Ex didn't show any reference to it On 8/15/I called to cancel the order, I was told to call back in two days and report a lost shipment, I pointed out the TV never made it out of their warehouse as only a shipping label was created and Fed Ex never picked it up 8/16/I received a notice from Fed Ex that the TV was picked up 8/15/at 8:00pm and was on the way Sams Club shipped it after I called and brought it to their attention (and told them I didn't want it) 8/19/I had bought another TV already so I refused delivery and it was sent back to Sams Club and arrived 08/22/10:AM Signed for By: [redacted] I called on 8/22/requesting a refundIt was OKed and I was told 3-days, I thought that was a but long with computers and banks being tied together Not having received my refund on 8/28/I called again and was told "that's strange it should have gone thru" She assured me she would hurry it along and I would have it in (Yes you guessed it 3-days) 9/2/I received and email stating my refund had been made (this is days after they received the TV back new unopened never even received by me) 9/3/I still don't have a refund to my American Express cardI called and talked to a supervisor "MsJ." She was not sympathetic to my situation (she may have more money than I do and it wouldn't bother her) in a monotone she kept coming back on the line and saying "Mr SI'm still checking" that call lasted min I was told the refund was madeAmerican Express does not show the refund as of today 9/3/ I have wasted my time and have been upset with this whole situation, I shouldn't be forced to make call after call to get a refund for something they failed to ship in a timely manner

Dear Revdex.com, We have an open service file for this guest The store manager did offer to send a [redacted] gift certificate, however, we do not see that a gift certificate was issued It sounds like a coupon had been sent, possibly in error We would be happy to issue a gift certificate or apply it to the finance account Unfortunately we cannot provide a [redacted] credit We will meet the request halfway, and issue a gift certificate or credit in the amount of [redacted] , as a good neighbor gesture because we do value our customers.As far as the color of the sofa's, as the customer reported; they made the decision to keep the sofas, because they were the correct style but are black instead of chocolate brown The GBS protection plan is fine regardless of the color, because we can confirm the product came from our shipment/P.O., and is in the correct style It is also notated in the comments log of the original ticket.The damage on the sofa's is not "fraying" and is not a vendor defect, but rather damage from use or an accidental scuffing or picking/rubbing on the corners while using the sofas This damage is not covered under the vendor warranty We offered to assist the guest over a week ago, to file a claim with GBS GBS is considering a claim, but asked that the customer submit photos showing the full front of the sofa in question The customer has not yet submitted the requested photos and time is running out for filing a claim.Our service representative will be calling the customer again today to remind her that the GBS claim is pending.Please see the photos attached.thank you

Hello, We did send out a technician who looked at the sofas, and did determine it looks exactly as the vendor intended, and also matches the way our floor sample looked We can not change the way the vendor made the itthere is no repair or fix This is a very popular item, and good seller for our company, and I'm very sorry to hear that Mrs [redacted] is not happy with this product Because there is nothing wrong with the product, we will not authorize a return at this time The product is covered under the one year in home service warranty, and if Ms [redacted] has any problems with it, all she has to do is call customer service and we will send out a technicianI am attaching a picture of the sofa as shown in the customer's home.thank you

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Since I purchased two of the same sofas and only one has the issue I do not want to keep the defective oneThe one in the store is defective alsoThe tech said he could not fix the sofa