ComplaintsforKettle River Furniture & Bedding
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Complaint Details
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Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased and paid for a custom couch and warranty. I submitted a warranty claim a month ago via the online portal. Two weeks following, I send an electronic message via the portal. Today I called and waited 38 minutes but no one answered. I paid for a service that the company is not providing. I would like my couch fixed or refunded.Business response
10/15/2021
Customer received delivery on 10/6/2018. The 1 year warranty from the manufacturer has expired. Customer did purchase a 5 year protection plan through Montage Furniture Services. Montage is the contact for service and the customer has filed claim *********-*** with them. It seems Montage and Customer have had a hard time connecting to set up a service. Customer sent an email to Kettle River on 10/14/21 wanting to cancel the protection plan for a refund. Montage would need to be contacted to cancel the plan, see portion (G) of the agreement. Montage will send a prorated refund. Kettle River has agreed to refund the difference so the customer gets a full refund on the plan when it is cancelled. If the plan is cancelled Montage will not be able to provide service on the furniture. Customer needs to reply to the email confirming cancellation for the refund process to start...If customer would prefer to have the repair done the plan cannot be cancelled. Service can be set up through Montage but they are behind on scheduling do to increased demand and labor shortage. We are here to help but the process through Montage does need to be followed.
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Contact Information
1091 S State Route 157
Edwardsville, IL 62025-3692
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 7:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 7:00 PM |
FFriday | 9:00 AM - 7:00 PM |
SaSaturday | 9:00 AM - 5:00 PM |
SuSunday | 12:00 PM - 5:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.