From: [redacted]
Sent: Monday, October 31, 2016 11:30 AM
To: Service Email
Subject: RE: [redacted]'s sectional
[redacted],
I’m
sorry to hear they are taking it to the Revdex.com after we have both accommodated
them. Here is the original email that [redacted] sent to me...
that discusses
our accommodation and talks about the leather.
Matt:This is
most likely more caused by the leather reacting to their body chemistry than of
the leather issue we have experienced due to where the issues are on the
pieces. As a one time accommodation, we can offer a credit on the 2 pieces.
This would be a credit of $150 for the -62 and $150 for the -604. Should I have
the credit processed?Cindy
What
[redacted] is referring to is that each person has unique body chemistry and each
person’s body chemistry reacts to leather differently. Things like diet,
hair/skin products, and medication all have an effect leather. Leather is a
natural product and reacts differently to each person’s body chemistry. This is
why two different customers can buy the same sofa and one can look fine after
years of use and one may not.
I
hope this helps and if you need any more information please let me
know.
Matt [redacted]
Sales
Representative
Flexsteel
Industries, Inc.
T:
###-###-#### | F: ###-###-####
A: [redacted] | Dubuque, IA 52001
www.flexsteel.com
[redacted] purchased the sofa and loveseat September 21,2012. The furniture was delivered on December 13, 2012. We serviced the furniture in 2013 at no charge to the customer. July 27,2016 (almost 4 years of having it in their home), [redacted] called and complained that the leather has turned to an orange color in areas (original color is brown). We asked for photos, stating that this is no longer under the Flexsteel warranty, but we can see what we can do. On 9/2/16 asked again for photos. We sent the photos to Flexsteel; because this is no longer under warranty (one year warranty on fabric or leather) they offered a credit of $300. [redacted] was called back and told this. She wanted to know how much parts would be from Flexsteel. [redacted] called Flexsteel and found out the cost of the parts would be $1,225 plus $30 for shipping. Cost of parts less $300 credit would be $925. We offered to install them at no charge. Customer then asked if we could see her a loveeat at our cost. Our price is $1350. (Her original purchase price was $1,749 in 2012- the price it is on our floor now, is $1,879). If she chose to go this route, it would be $1,350 less the $300 credit from Flexsteel-total cost to her would be $1,050. The customer stated that she would need to talk it over with her husband. I have also submitted photos of the furniture that was sent by the customer. Email below is from Flexsteel's Representative [redacted]:From: [redacted] Sent: Monday, October 31, 2016 11:30 AM To: Service Email Subject: RE: [redacted]'s sectional [redacted], I’m sorry to hear they are taking it to the Revdex.com after we have both accommodated them. Here is the original email that [redacted] sent to me that discusses our accommodation and talks about the leather. Matt:This is most likely more caused by the leather reacting to their body chemistry than of the leather issue we have experienced due to where the issues are on the pieces. As a one time accommodation, we can offer a credit on the 2 pieces. This would be a credit of $150 for the -62 and $150 for the -604. Should I have the credit processed?Cindy What [redacted] is referring to is that each person has unique body chemistry and each person’s body chemistry reacts to leather differently. Things like diet, hair/skin products, and medication all have an effect leather. Leather is a natural product and reacts differently to each person’s body chemistry. This is why two different customers can buy the same sofa and one can look fine after years of use and one may not. I hope this helps and if you need any more information please let me know. [redacted]Sales RepresentativeFlexsteel Industries, Inc. T: ###-###-#### | F: ###-###-####A: [redacted] | Dubuque, IA 52001www.flexsteel.com
I am rejecting this response because:
Within just a few months of owning the couch some of the top stitching began to come loose. Zimmermans was willing to replace the damaged pieces. The two pieces that they replaced the damaged pieces with immediately looked to be better quality but I thought nothing of it. They claim that it must be body chemistry ruining the couch, but the replacement pieces are showing no signs of fading or wear. It is only the original pieces. We have had other leather couches that never had any fading. I believe that if it was truly body chemistry, past couches would have faded as well. I have attached a photo of the worst pieces showing wear. This is a sectional that I paid over $5,000 for. I would expect the quality to be much higher than I clearly have received.
I have attached a photo of the console loveseat (which is one of the items that we did replace parts on). Also on this picture you can see that the seat that was replaced is also showing wear, and that next to it is spots that appear to have either been caused from spilling, or from the wrong cleaning product being used. None of this looks like normal wear and no manufacturer would cover this after this time frame. This is almost 4 years of being used. We did service their pieces in January of 2013 at no charge. We service anything at no charge to the customer for the first year. After that year has passed, the furniture is covered under the manufacturer's warranty. Flexsteel has a one year limited warranty on leather (attached is the Flexsteel warranty). In this it does state, that color loss is not covered. Looking at these pictures, it is obvious to me that this is not from normal usage. The style the customer has in there home has been in our line up since we took on Flexsteel (April 2008) and this is not something that is a defect. We have offered to replace parts at cost and charge nothing for labor. We have also offered to order a new piece at our cost. Upholstered Furniture Limited Warranty InformationLifetime Limited WarrantyInternal structures:SpringsWood framesMetal basesReclining mechanismsSeat cushion foamFeathersFive-Year Limited WarrantyElectrical componentsMechanical componentsSleeper mechanismsSleeper mattressesOne-Year Limited WarrantyFinished woodPlastic componentsMetal componentsFlexAire2™ mattress & pumpBattery packsFilling materialsPillow fiber fillingUpholstery materials*Flexsteel upholstered home furniture limited warranties apply to the original purchaser for the specified periods of time (see above), beginning the date the product is purchased from an authorized Flexsteel retailer. Flexsteel products used under normal, indoor residential conditions are warranted against manufacturing and material defects for as long as the product remains in the original upholstery and for as long as parts are available.For third-party warranties offered by other companies, contact those companies for further information.ExclusionsFlexsteel products are not warranted against wear and tear or damage resulting from neglect, abuse, misuse, rental or commercial use, pets, extreme temperatures, exposure to sunlight, chemical treatments, excessive soiling, accidents, or improper storage, care, or cleaning. Please see the Care & Cleaning Instructions below.Flexsteel does not warrant the following:Normal fading, pilling, shading, wrinkling, shrinkage, stretching, wear, and color loss of fabrics and leathers.In-store samples or product designated “as is” at the time of purchase.Minor differences between your furniture and in-store samples, printed materials, and video or internet displays.These warranties are valid for products purchased after June 2016.NotesThe following are not considered defects:Color variations caused by lighting angles and markings displayed on fabrics such as velvets and silks.Leather stretching, oil absorption, patina development, color and grain variations, wrinkles, scratches, healed scars, and other natural markings. Leather is a natural material, and each hide is uniquely enhanced by these characteristics.Slight softening and flattening of seat cushion foam and fibers as a result of normal use and aging Under normal use and conditions, cushions may lose up to one inch of the original height standard of the cushion foam core within the first year of use.Loss of resilience in seat cushion feather filling, loft, or crown. Regularly fluff and rotate cushions to redistribute materials and prevent uneven wear.Softening and flattening of ultra-soft back cushions with blown-in fiber filling as a result of normal use. Occasionally fluff these cushions to keep fibers evenly distributed and prolong softness.Your RightsThis warranty gives you specific legal rights, and you may also have other rights which vary from state to state.Service ClaimsTo request a service claim under these warranties, contact the Flexsteel retailer where you made your purchase or your nearest authorized Flexsteel retailer. To initiate a claim, you will need to provide proof of purchase. If the product is still under warranty, the retailer will make arrangements for repair or replacement. After the first year of the warranty period, the purchaser is responsible for the labor and shipping costs associated with returns and repairs.CautionUse appropriate precautions to prevent young children and pets from playing on sleepers and reclining furniture. Always leave unoccupied reclining furniture in the closed, upright position to protect children and pets.Keep smoldering, smoking objects and open flames a safe distance from polyurethane foam to prevent furniture fires.*Specialty brand fabric warranties may vary. Please refer to the warranty tag for each fabric brand for complete warranty details.These warranties do not apply to bedroom, dining, home office, or occasional furniture.Warrantor:Flexsteel Industries, Inc. [redacted]Dubuque, IA 52004-0877
From: [redacted]
Sent: Monday, October 31, 2016 11:30 AM
To: Service Email
Subject: RE: [redacted]'s sectional
[redacted],
I’m
sorry to hear they are taking it to the Revdex.com after we have both accommodated
them. Here is the original email that [redacted] sent to me...
that discusses
our accommodation and talks about the leather.
Matt:This is
most likely more caused by the leather reacting to their body chemistry than of
the leather issue we have experienced due to where the issues are on the
pieces. As a one time accommodation, we can offer a credit on the 2 pieces.
This would be a credit of $150 for the -62 and $150 for the -604. Should I have
the credit processed?Cindy
What
[redacted] is referring to is that each person has unique body chemistry and each
person’s body chemistry reacts to leather differently. Things like diet,
hair/skin products, and medication all have an effect leather. Leather is a
natural product and reacts differently to each person’s body chemistry. This is
why two different customers can buy the same sofa and one can look fine after
years of use and one may not.
I
hope this helps and if you need any more information please let me
know.
Matt [redacted]
Sales
Representative
Flexsteel
Industries, Inc.
T:
###-###-#### | F: ###-###-####
A: [redacted] | Dubuque, IA 52001
www.flexsteel.com
[redacted] purchased the sofa and loveseat September 21,2012. The furniture was delivered on December 13, 2012. We serviced the furniture in 2013 at no charge to the customer. July 27,2016 (almost 4 years of having it in their home), [redacted] called and complained that the leather has turned to an orange color in areas (original color is brown). We asked for photos, stating that this is no longer under the Flexsteel warranty, but we can see what we can do. On 9/2/16 asked again for photos. We sent the photos to Flexsteel; because this is no longer under warranty (one year warranty on fabric or leather) they offered a credit of $300. [redacted] was called back and told this. She wanted to know how much parts would be from Flexsteel. [redacted] called Flexsteel and found out the cost of the parts would be $1,225 plus $30 for shipping. Cost of parts less $300 credit would be $925. We offered to install them at no charge. Customer then asked if we could see her a loveeat at our cost. Our price is $1350. (Her original purchase price was $1,749 in 2012- the price it is on our floor now, is $1,879). If she chose to go this route, it would be $1,350 less the $300 credit from Flexsteel-total cost to her would be $1,050. The customer stated that she would need to talk it over with her husband. I have also submitted photos of the furniture that was sent by the customer. Email below is from Flexsteel's Representative [redacted]:From: [redacted] Sent: Monday, October 31, 2016 11:30 AM To: Service Email Subject: RE: [redacted]'s sectional [redacted], I’m sorry to hear they are taking it to the Revdex.com after we have both accommodated them. Here is the original email that [redacted] sent to me that discusses our accommodation and talks about the leather. Matt:This is most likely more caused by the leather reacting to their body chemistry than of the leather issue we have experienced due to where the issues are on the pieces. As a one time accommodation, we can offer a credit on the 2 pieces. This would be a credit of $150 for the -62 and $150 for the -604. Should I have the credit processed?Cindy What [redacted] is referring to is that each person has unique body chemistry and each person’s body chemistry reacts to leather differently. Things like diet, hair/skin products, and medication all have an effect leather. Leather is a natural product and reacts differently to each person’s body chemistry. This is why two different customers can buy the same sofa and one can look fine after years of use and one may not. I hope this helps and if you need any more information please let me know. [redacted]Sales RepresentativeFlexsteel Industries, Inc. T: ###-###-#### | F: ###-###-####A: [redacted] | Dubuque, IA 52001www.flexsteel.com
I am rejecting this response because:
Within just a few months of owning the couch some of the top stitching began to come loose. Zimmermans was willing to replace the damaged pieces. The two pieces that they replaced the damaged pieces with immediately looked to be better quality but I thought nothing of it. They claim that it must be body chemistry ruining the couch, but the replacement pieces are showing no signs of fading or wear. It is only the original pieces. We have had other leather couches that never had any fading. I believe that if it was truly body chemistry, past couches would have faded as well. I have attached a photo of the worst pieces showing wear. This is a sectional that I paid over $5,000 for. I would expect the quality to be much higher than I clearly have received.
I have attached a photo of the console loveseat (which is one of the items that we did replace parts on). Also on this picture you can see that the seat that was replaced is also showing wear, and that next to it is spots that appear to have either been caused from spilling, or from the wrong cleaning product being used. None of this looks like normal wear and no manufacturer would cover this after this time frame. This is almost 4 years of being used. We did service their pieces in January of 2013 at no charge. We service anything at no charge to the customer for the first year. After that year has passed, the furniture is covered under the manufacturer's warranty. Flexsteel has a one year limited warranty on leather (attached is the Flexsteel warranty). In this it does state, that color loss is not covered. Looking at these pictures, it is obvious to me that this is not from normal usage. The style the customer has in there home has been in our line up since we took on Flexsteel (April 2008) and this is not something that is a defect. We have offered to replace parts at cost and charge nothing for labor. We have also offered to order a new piece at our cost. Upholstered Furniture Limited Warranty InformationLifetime Limited WarrantyInternal structures:SpringsWood framesMetal basesReclining mechanismsSeat cushion foamFeathersFive-Year Limited WarrantyElectrical componentsMechanical componentsSleeper mechanismsSleeper mattressesOne-Year Limited WarrantyFinished woodPlastic componentsMetal componentsFlexAire2™ mattress & pumpBattery packsFilling materialsPillow fiber fillingUpholstery materials*Flexsteel upholstered home furniture limited warranties apply to the original purchaser for the specified periods of time (see above), beginning the date the product is purchased from an authorized Flexsteel retailer. Flexsteel products used under normal, indoor residential conditions are warranted against manufacturing and material defects for as long as the product remains in the original upholstery and for as long as parts are available.For third-party warranties offered by other companies, contact those companies for further information.ExclusionsFlexsteel products are not warranted against wear and tear or damage resulting from neglect, abuse, misuse, rental or commercial use, pets, extreme temperatures, exposure to sunlight, chemical treatments, excessive soiling, accidents, or improper storage, care, or cleaning. Please see the Care & Cleaning Instructions below.Flexsteel does not warrant the following:Normal fading, pilling, shading, wrinkling, shrinkage, stretching, wear, and color loss of fabrics and leathers.In-store samples or product designated “as is” at the time of purchase.Minor differences between your furniture and in-store samples, printed materials, and video or internet displays.These warranties are valid for products purchased after June 2016.NotesThe following are not considered defects:Color variations caused by lighting angles and markings displayed on fabrics such as velvets and silks.Leather stretching, oil absorption, patina development, color and grain variations, wrinkles, scratches, healed scars, and other natural markings. Leather is a natural material, and each hide is uniquely enhanced by these characteristics.Slight softening and flattening of seat cushion foam and fibers as a result of normal use and aging Under normal use and conditions, cushions may lose up to one inch of the original height standard of the cushion foam core within the first year of use.Loss of resilience in seat cushion feather filling, loft, or crown. Regularly fluff and rotate cushions to redistribute materials and prevent uneven wear.Softening and flattening of ultra-soft back cushions with blown-in fiber filling as a result of normal use. Occasionally fluff these cushions to keep fibers evenly distributed and prolong softness.Your RightsThis warranty gives you specific legal rights, and you may also have other rights which vary from state to state.Service ClaimsTo request a service claim under these warranties, contact the Flexsteel retailer where you made your purchase or your nearest authorized Flexsteel retailer. To initiate a claim, you will need to provide proof of purchase. If the product is still under warranty, the retailer will make arrangements for repair or replacement. After the first year of the warranty period, the purchaser is responsible for the labor and shipping costs associated with returns and repairs.CautionUse appropriate precautions to prevent young children and pets from playing on sleepers and reclining furniture. Always leave unoccupied reclining furniture in the closed, upright position to protect children and pets.Keep smoldering, smoking objects and open flames a safe distance from polyurethane foam to prevent furniture fires.*Specialty brand fabric warranties may vary. Please refer to the warranty tag for each fabric brand for complete warranty details.These warranties do not apply to bedroom, dining, home office, or occasional furniture.Warrantor:Flexsteel Industries, Inc. [redacted]Dubuque, IA 52004-0877