---RE-SEND--- sectional (couch)- 1 year warranty / Levitz Furniture Store

Company Name: Levitz Furniture

Address: 5353 Almaden Expy, San Jose, CA 95118

Phone #: 408-979-7840

E-mail Address: Email User

I have a defective item/1 year warranty issue with Levitz Furniture since January 06. I’ve been in the store, called their customer service number, and send e-mails on numerous occasions; I was finally scheduled a service visit, unfortunately (my fault) the technical wasn’t able to see the damage on the scheduled service visit. Now I have to wait for the service technical to complete his report, even though there was no service. I’ve been contacting Levitz customer service by e-mail and phone, and once again I am having a difficult time with their customer service. Please see below chain of e-mails for complete story.

As of today (five months later) I haven’t been able to get the issue resolved. The whole situation is very frustrating and I’m not sure how to proceed.

Thanks for your help.

Regards,

Rosa Caldera-Coffield

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Tuesday, May 30, 2006 8:39 AM

To: 'Levitz Service'

Subject: FW: RE: [#61588]

Importance: High

I need a response to my e-mail.

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Monday, May 22, 2006 8:48 AM

To: 'Levitz Service'

Subject: FW: RE: [#61588]

Importance: High

Claude,

Please have the curtisy to reply to my request; what is the status of the technician's report; how much longer do I have to wait to schedule another appointment?

If you are not willing to help please provide the contact info of someone who is willing to help me.

Regards,

Rosa

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Thursday, May 18, 2006 10:26 AM

To: 'Levitz Service'

Subject: FW: RE: [#61588]

Importance: High

Claude,

Please advice the status of my e-mail dated May 10th....note that I will not make any payments until this issue is resolved.

Regards,

Rosa Caldera-Coffield

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Wednesday, May 17, 2006 8:30 AM

To: 'Levitz Service'

Subject: FW: RE: [#61588]

Importance: High

Claude,

Please advice!

Rosa Caldera

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Monday, May 15, 2006 1:56 PM

To: 'Levitz Service'

Subject: FW: RE: [#61588]

Importance: High

Claude,

Please advice how long I have to wait for the technician's report?

Regards,

Rosa

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Wednesday, May 10, 2006 8:50 AM

To: 'Levitz Service'

Subject: RE: RE: [#61588]

Importance: High

Hi Claude,

I'm sorry, but what service report will the technical submit if there was no service provided?

My understanding is that he did take pictures of the couch (front view) but the cushions have to be removed (from the sleeper section) in order to see the damage (as the attached pictures will show) and this was not done; therefore, he did not see the damage to the couch and did not perform any service.

How long will it take for the report to be completed?

Regards,

Rosa Caldera

-----Original Message-----

From: Levitz Service [mailto:Email User]

Sent: Wednesday, May 10, 2006 8:08 AM

To: Caldera,RosaSJMCB

Subject: RE: RE: [#61588]

Dear Rosa Caldera,

Thank you for your recent e-mail reply to Levitz Furniture. We need to get the service report first before I can schedule a new appointment. I apologize for your inconvenience.

Sincerely,

Claude Vera

Executive Assistant

Written Correspondence

--Original Message--

From: Email User

Date: 5/9/2006 2:22:21 PM

To: Email User

Subject: RE: [#61588]

Sorry Claude,

Unfortunately when the service technical came by the individual who was supposed to be at the residence to show the technical the issue/damage with the sofa was not there yet, and my grandmother (who speaks no English and is only here on visit from Mexico) was not able to assist any, she was unable to locate the damage on the sofa.

I hate to do this after all the help you have provided to me, but I need to reschedule the service visit for a Wednesday so that I can be at the residence.

Thank you so much in advance.

Rosa Caldera

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Tuesday, May 09, 2006 9:03 AM

To: 'Levitz Service'

Subject: RE: [#61588]

Importance: High

Claude,

Actually I did receive a call on 5/7/06 unfortunately I didn't get the message until this morning (5/9/06). I called the service department and confirmed the appointment for today (they will call the technician and let him know that I confirmed the appointment).

Thanks so much for all your help!

Rosa Caldera

-----Original Message-----

From: Caldera,RosaSJMCB

Sent: Tuesday, May 09, 2006 8:19 AM

To: 'Levitz Service'

Subject: RE: [#61588]

Importance: High

Claude,

I did not receive a call with the time frame for my service appointment today (5/9/06), please advice.

Rosa Caldera

-----Original Message-----

From: Levitz Service [mailto:Email User]

Sent: Tuesday, April 18, 2006 5:04 AM

To: Caldera,RosaSJMCB

Subject: RE: [#61588]

Dear Rosa Caldera,

Thank you for your recent e-mail reply to Levitz Furniture. Yes, you will receive a call the day before with the time frame window for the service appointment.

Sincerely,

Claude Vera

Executive Assistant

Written Correspondence

Claude,

Will I receive a phone call the day prior to confirm the time?

Rosa Caldera

-----Original Message-----

From: Levitz Service [mailto:Email User]

Sent: Monday, April 17, 2006 11:26 AM

To: Caldera,RosaSJMCB

Subject: RE: [#61588]

Dear Rosa Caldera,

Thank you for your recent e-mail reply to Levitz Furniture. Please allow me to apologize for your inconvenience. In order to address your concerns I have scheduled a new service appointment for you on 5/9/06.

If this date is not convenient for you please call our Customer Relations Center at:

1-866-538-4891, and use the buttons on your touch tone phone to access our automated computer service and reschedule the service appointment date for yourself. After we receive the technicians report we will advise you in writing regarding the next step that we will take on your account. We trust that this information will be useful to you, and again apologize for your inconvenience.

Thank you for choosing Levitz.

Sincerely,

Claude Vera

Executive Assistant

Written Correspondence

----------------------------------------------------------------------------------------------------------

-----Original Message-----

Claude,

Two months later and still haven't been able to get any help. I have visited the store and spoke to Ceeta Ruiz on numerous occasions; she claimed she was helping me by faxing my info, sending e-mails, making phone calls but as of today nothing has been done, I still have a damaged item that is becoming even more damaged on a daily basis. I would also like to mention that on several occasions when I went in the store to speak to Ceeta Ruiz she actually laughed at the situation. It is very disturbing to me that Levitz would actually hire such customer service individuals. I then followed your instructions from your below e-mails; calling your customer service number. I scheduled a service visit for April 11th. Guess what, no one showed up to my house and there was no call made from Levitz informing me that the appointment was cancel. I just called your customer service phone number again and guess what... I wasn't given an explanation/reason as to why the service visit was canceled or why I wasn't informed of the cancellation. Best of all, I was told that "currently there are NO service visits available in my area and that I would need to call back at a later time to see if there are service visits available for my area"....well I say to you, if you sell me a product and turns out the product is damaged an you provide a one year warranty for the item, but can't provide the service, DON'T EXPECT ME TO PAY FOR THIS ITEM. I WILL NOT MAKE ANY PAYMENTS TOWARDS THE PURCHASE OF THIS ITEM. Please give me the contact info of someone in your office that I can contact who will actually be of some assistance.

I am extremely tired of this situation and want it to stop. Rosa Caldera

-----Original Message-----

From: Caldera,RosaSJMCB Sent: Tuesday, February 07, 2006 10:44 AM

To: 'Levitz Service' Subject: FW: [#61588] Importance:

High Claude,

And still as of today, 2/7/06 I have not received a call from the Levitz employee who indicated (on 1/27/06) that she would get back to me within two days. Ridiculous!!! Be aware that I will NOT make any payments towards this defective item until I have it replaced.

Rosa Caldera

-----Original Message-----

From: Caldera,RosaSJMCB Sent:

Thursday, February 02, 2006 2:56 PM To: 'Levitz Service'

Subject: RE:[#61588]

Claude, It's a bit ridiculous for you to indicate that you have no record of previously receiving any e-mails from me. I have not only sent e-mails to Levitz through your website but I have also sent e-mails from this e-mail address (attached). I also went to the actual Levitz store where I purchased this item to talk/complain about the defective product. One of your customer service employees advised that she would look into the matter with Levitz corporate office; she would get back to me within 2 days. It has been 7 days since I visited the store and I still have not heard back from her. I must say, Levitz has horrible customer service.

Rosa Caldera-Coffield

-----Original Message-----

From: Levitz Service [mailto:Email User]

Sent: Monday, January 30, 2006 7:21 AM To: Caldera,RosaSJMCB Subject:

RE:[#61588]

Dear Rosa Caldera-Coffield, Thank you for your recent e-mail regarding a previous e-mail sent. Unfortunately we have no record of any e-mail being previously sent in through the Web site. We try our best to respond to all e-mails within 24 - 48 hours after receiving them.

However our office is only open Monday - Friday from 9:00 AM - 5:00 PM (EST) and we are closed for holidays. If you would like to speak with a live representative in order to schedule a service appointment for your merchandise please call our Customer Relations Center at 1-866-538-4891.

Our phones open up at 10:00 AM EST (7:00 AM PST) M-F. Due to high call volume please note that there may be extended hold time, and silence when obtaining service from our Customer Relations Center. We apologize for any inconvenience this may cause. I trust that this information will be useful to you, and again apologize for your inconvenience.

Thank you for choosing Levitz. We look forward to assisting you.

Sincerely, Claude Vera Executive Assistant

Written Correspondence

First Name: Rosa

Last Name:Caldera-Coffield

Address 200 Ford Rd.

Order Number 07035TJ0CVY 07035TJ0CVY

How did you hear about Levitz? Search Engine

Comments: I've sent out three e-mails to Levitz and I haven't gotten a reply as of today.

Great Customer Service!!!!

I have a defective product and need to know how to file a i year warranty clam to have a Levitz employee visit the the delivery location to fix or replace the defective item.

Rosa Caldera-Coffield

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_____

From: Caldera,RosaSJMCB

Sent: Friday, January 27, 2006 12:26 PM

To: 'Levitz Service'

Subject: RE: SALES ORDER 07035TJ0CVY / 1 YEAR WARRANTY

It would be very kind if someone can reply to this e-mail…horrible customer service from Levitz!

_____

From: Caldera,RosaSJMCB

Sent: Friday, January 20, 2006 9:26 AM

To: 'Levitz Service'

Subject: RE: SALES ORDER 07035TJ0CVY / 1 YEAR WARRANTY

Importance: High

Can someone please reply to this request.

_____

From: Caldera,RosaSJMCB

Sent: Tuesday, January 17, 2006 12:08 PM

To: 'Levitz Service'

Subject: SALES ORDER 07035TJ0CVY / 1 YEAR WARRANTY

Importance: High

Levitz Customer Service,

I sent an e-mail to Levitz customer service early last week and I have not heard back from Levitz as of today.

I have a 1 Year Warranty issue and I am not sure how to proceed with a claim.

I purchased a sectional from Levitz Furniture (San Jose California) on 7-3-05 and had the sectional delivered (to 95 Chestnut ST. #138) on 7-22-05.

The sectional purchased included a sleeper (item code 26559934L). The sleeper section of the sectional is defective. There are 4 pieces of metal which are exposed and have caused the two cushions to rip in 4 places. There are two pieces of metal that are not yet exposed but which are also rubbing against the cushions and have bothered the material, if this continues the cushions will rip in two additional sections.

Obviously this is the result of poor workmanship as it has only been six months since Levitz delivered the sectional. I need to know how to file a claim or how to get Levitz to fix/replace the defective items.

Please see attached for pictures of damage.

Thanks,

Rosa Caldera-Coffield

--------------------------------------------------------------------------------------------------------------------------One Year Limited Warranty

Levitz warrants to the original purchaser that all the furniture it delivers will be free from defects in material and workmanship for a period of one full year from the date of original delivery. Levitz will repair or replace the furniture at its sole discretion.

Levitz Furniture reserves the right to:

1. Schedule a service call on the specific days that have been designated for your area.

2. Inspect the merchandise in your home.

3. Repair the furniture in your home, or pick it up for repair.

This limited warranty covers every piece of furniture we sell except clearance merchandise.

Clearance merchandise includes "as is," discontinued goods, floor samples, previously owned goods, and goods with some irregularity or cosmetic defect in the wood, fabric or other material that occurred on the showroom floor, in shipping, in the warehouse or in manufacturing. All sales of this merchandise are final with respect to any and all such faults. There are no returns, refunds or service for any such faults with this merchandise.

All merchandise sold under the name Levitz Furniture Outlet is considered clearance merchandise.

UPHOLSTERY

• Upholstered frames and springs -1 year

• Motion mechanisms and innerspring sofabed mattresses - 1 year

• Cushions - Levitz warrants all cushions against loss of foam resiliency for 1 year from date of delivery.

• Fabric - 1 year

BEDROOM FURNITURE

• Structural cases - 1 year

DINING ROOM FURNITURE

• Structural cases - 1 year

• Chairs (not including fabric) - 1 year

WALL UNITS & ENTERTAINMENT CENTERS

• Structural cases - 1 year

• Moving components -1 year

BEDDING & LAMPS - 1 year

This Warranty does NOT cover:

1. Damage due to misuse, abuse, heavy soiling, or accidents.

2. Damage or discoloration caused by sunlight.

3. Pilling of fabric or wear, shading, or shrinkage of any fabric due to improper cleaning.

4. Variations in the color or graining of wood, wood products, or marble that are inherent to the nature of the material.

5. Blemishes or other markings inherent in the finish of any furniture.

6. Scratches, chips, rips, tears, and glass and mirror breakage occurring after the merchandise is accepted.

7. Accessories and linens.

8. Bodily fluids on bedding.

• Commercial usage will void this limited warranty.

• Moving the furniture from the original delivery address voids this limited warranty.

EXTENDED WARRANTIES ARE PROVIDED BY A THIRD PARTY.