ComplaintsforNeal's Homestore

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We spent about ****** about 2 yrs ago on new furnishings on the house we just purchased.At the cashiers desk they asked if we would like an extended warranty and then told us what it covered.In a phone call I asked ***** the employee there about sending us the warranty that we never recv one and he stated there was no warranty on paper to show us. Our living room furniture has broken down three times now and they are in the process of repairing it again, now the mattress is broken down and they state since there is a stain on the mattress they cannot warranty it. At no time were we told this in our conversations we were told it was warranted no matter what, even if a dog chewed it up. They were not clear S to what was and was not covered under warranty at the time we purchased it, but was given a ox of paper at the time they came out to look at it that they said I would have to sign to have it picked up and it was signed the day he came out to the house about 2 yrs later and not the day it was putchased.

  Business response

  02/21/2024

  To whom it may concern,
  
  We appreciate the opportunity to address the concerns raised by ********************** regarding her recent experience with Neal's Homestore. After carefully reviewing the complaint, we would like to provide additional details on the extensive service we have offered for all her issues and emphasize the specific circumstances surrounding the Serta mattress warranty denial.
  
  ************* made a significant purchase from Neal's Homestore on 3/13/2022, totaling $15,087. We value her as a customer and are committed to addressing her concerns promptly and professionally.
  
  1. **Extended Warranty Explanation:** Our cashier provided comprehensive information about the extended warranty at the time of purchase, outlining coverage options. While a physical copy may not have been provided, we would like to highlight that they were quickly furnished upon request.
  
  2. **Communication on Warranty Coverage:** We acknowledge ***************** concerns about the coverage of her living room furniture. Despite any initial misunderstanding, we have records of addressing her issues promptly and professionally, and she has previously commended our team for excellent customer service. I have attached 4 previous service orders, all of which have extensive internal communication threads performed by my team and all were successfully completed. I have additional service tickets that could be provided as well but your system only allows for 5. 
  
  3. **Serta Mattress Warranty Denial:** It's crucial to emphasize that the denial of the Serta mattress warranty claim was not within our control. The decision was based on Serta's policies and warranty process. Unfortunately, the denial was due to a stain on the mattress, a condition explicitly excluded from coverage according to the manufacturer's guidelines. I also attached the Serta warranty information for your reference. 
  
  In summary, we would like to reiterate our commitment to customer satisfaction and emphasize the extensive service we have provided to address all of ***************** concerns. The Serta mattress warranty denial was a result of adhering to the manufacturer's guidelines, and we regret any inconvenience this may have caused.
  
  Should further information be required or if additional steps are necessary to resolve this matter, please feel free to contact us directly.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************
  CEO
  Neal's Homestore 
  ********************************

  Customer response

  02/22/2024

  The warranty info was never discussed in detail and warranty on mattress was not discussed except there was a warranty. When they discussed the warranty not devising it out to be on. Separate warranty, they indicated the warranty covered a lot of items e en if your dog chewed it up or messed it up in any way. Never discussed separate warranties. I did request copy of the warranty and NEVER recieved a copy, I was told it never exhausted, all they provided to me was a copy of the purchase agreement and this was only sent after several requests. Do they now have a copy to present and verif when it was drawn up.

  When you are in a furniture store and you indicate warranty

  **** still have existing repairs to do again

  Business response

  02/22/2024

  In light of the ongoing service requirements and the nature of this conversation, we kindly propose concluding our communication within the BBB platform. However, we assure ************* that we remain fully committed to addressing her needs and providing exceptional customer service through our regular business processes.
  
  If ************* has any further inquiries or service needs, we encourage her to contact us directly through our customer service channels. We value her as a customer and look forward to ensuring her complete satisfaction with our products and services.
  
  Thank you for your understanding and assistance in facilitating this communication.
  
  Sincerely,
  
  *****************
  Neal's Homestore

  Customer response

  02/23/2024

  I am rejecting this response because:   They never showed me the warranty coverage they just provided me with a sales receipt that I had paid for the warranty and not what it covered. The furniture has broken down more than 3 times in less than 2 yrs . And the mattress I was never given any type of warranty guidelines at the time of purchase. They just dont want to replace it because it has broken doe .

  Business response

  02/23/2024

  In light of the ongoing service requirements and the nature of this conversation, we kindly propose concluding our communication within the BBB platform. However, we assure ************* that we remain fully committed to addressing her needs and providing exceptional customer service through our regular business processes.
  
  If ************* has any further inquiries or service needs, we encourage her to contact us directly through our customer service channels. We value her as a customer and look forward to ensuring her complete satisfaction with our products and services.
  
  Thank you for your understanding and assistance in facilitating this communication.
  
  

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