Please see the enclosed information in response to complaint ID [redacted] The customer called complaining of stains on sofa from Frank's jeans.DiSiena Furniture sent our technician, Paul, who has been our service tech for 20years, out to inspect the sofa on November 15, He found nothingstructurally wrong with the sofa and suggested that he takeia seat casing backwith him so we could send back to Hallagan, as Hallagan had requested to be ableto inspect [redacted] was upset with this suggestion and refused Paul totake seat casing [redacted] wanted to reselect instantly and DiSiena explained thatwe have protocol to follow, and she was unhappy with this answer.On November 28, [redacted] agreed to have us pick up the casing for testing asthis was our protocol to see if fabric was defective but she refused the new casingthat Hallagan had made at no costThe seat casing was sent back to Hallagan tohave their mill inspect itOn December 21, [redacted] called and was upsetthat the testing takes this longWe stated that the testing takes time in additionto the time it takes to send the casing to Hallagan and that is why Hallagan hadmade a new seat casing so that they weren't without a piece to their sofa to coverthe seat coreThe customer finally agreed to the new casing delivered andinstalled by our technician free of charge as was the first visits, the initial serviceinspection, the 2ND trip to pick up the seat casing and now the 3RD visit to deliverthe new casing that we had in possession when the 2ND visit was made[redacted] on January 4^^ had stated that he didn't think we even sent the casing toanybody.All of the emails that DiSiena's has had is enclosed along with the log of phoneconversations and the findings from the mill stating that the fabric is not defectiveand again there is nothing structurally wrong with the sofa
In answer to the complaint from Mr [redacted] , we have sent the seat casingback, per [redacted] we had our service tech of years drop it off on the [redacted] ' porchDiSiena's did offer to have him Install the old seat casing forthem and [redacted] declined the offerOn our conversation otji March 2, 2017DiSiena's offered to have all of the [redacted] ' pieces cleaned by a professionalcleaner at no charge to them and she declined thatIn our conversation,DiSiena's had asked her if she sat on the new casing that Hallagan had sent themfree of charge, and she said no but DiSiena's asked [redacted] if they could sit on itas much as possible over the next week to see if that seat casing did the samething as their original pieces did [redacted] agreed they would sit on that casing andDiSiena's will call her on Wednesday March 8, to see if ijhere was anychange.Our service tech, who has been in service for years believes that it is not thefabric that is defective, as supported by the testing that the mill did, but hebelieves it is the fabric from the clothes that is the issueHe stated that the colorfrom the jeans is what is wearing on the fabric not the fabric color on the couchcoming off on their clothes.We have enclosed a disclaimer from a jean manufacturer about washing jeansbefore you wear them as excess dye would transfer to other Items and this isDiSiena's is still working with [redacted] to see if the new casing shows any wear likethe original pieces and will be speaking with her on March 8, 2017, as she saidFrank [redacted] does not want to discuss this any further and that is why shedeclined Paul to install the old seat casing due to Frank not vyjilling to let himinstall it.In response to [redacted] saying that DiSiena's has done nothing, wefollowed protocol and sent the casing back for testing, and tf|e mill found nodefects in the fabricDiSiena's has made trips out the [redacted] ' to inspectthe pieces, 2"'' to pick up the old casing to send back for testing and the 3"^^ tripwas to install the new casing that they declined on the 2"*^ trip, and the 4^^ tripwas to drop off the old casing, which we offered to install for|them but wasdeclinedWe offered to have the pieces professionally cleaned at no charge tothem and [redacted] declined that offer.We are trying to work with them and will call [redacted] on March 8, to see
Please see the enclosed information in response to complaint ID [redacted] The customer called complaining of stains on sofa from Frank's jeans.DiSiena Furniture sent our technician, Paul, who has been our service tech for 20years, out to inspect the sofa on November 15, He found nothingstructurally wrong with the sofa and suggested that he takeia seat casing backwith him so we could send back to Hallagan, as Hallagan had requested to be ableto inspect [redacted] was upset with this suggestion and refused Paul totake seat casing [redacted] wanted to reselect instantly and DiSiena explained thatwe have protocol to follow, and she was unhappy with this answer.On November 28, [redacted] agreed to have us pick up the casing for testing asthis was our protocol to see if fabric was defective but she refused the new casingthat Hallagan had made at no costThe seat casing was sent back to Hallagan tohave their mill inspect itOn December 21, [redacted] called and was upsetthat the testing takes this longWe stated that the testing takes time in additionto the time it takes to send the casing to Hallagan and that is why Hallagan hadmade a new seat casing so that they weren't without a piece to their sofa to coverthe seat coreThe customer finally agreed to the new casing delivered andinstalled by our technician free of charge as was the first visits, the initial serviceinspection, the 2ND trip to pick up the seat casing and now the 3RD visit to deliverthe new casing that we had in possession when the 2ND visit was made[redacted] on January 4^^ had stated that he didn't think we even sent the casing toanybody.All of the emails that DiSiena's has had is enclosed along with the log of phoneconversations and the findings from the mill stating that the fabric is not defectiveand again there is nothing structurally wrong with the sofa
In answer to the complaint from Mr [redacted] , we have sent the seat casingback, per [redacted] we had our service tech of years drop it off on the [redacted] ' porchDiSiena's did offer to have him Install the old seat casing forthem and [redacted] declined the offerOn our conversation otji March 2, 2017DiSiena's offered to have all of the [redacted] ' pieces cleaned by a professionalcleaner at no charge to them and she declined thatIn our conversation,DiSiena's had asked her if she sat on the new casing that Hallagan had sent themfree of charge, and she said no but DiSiena's asked [redacted] if they could sit on itas much as possible over the next week to see if that seat casing did the samething as their original pieces did [redacted] agreed they would sit on that casing andDiSiena's will call her on Wednesday March 8, to see if ijhere was anychange.Our service tech, who has been in service for years believes that it is not thefabric that is defective, as supported by the testing that the mill did, but hebelieves it is the fabric from the clothes that is the issueHe stated that the colorfrom the jeans is what is wearing on the fabric not the fabric color on the couchcoming off on their clothes.We have enclosed a disclaimer from a jean manufacturer about washing jeansbefore you wear them as excess dye would transfer to other Items and this isDiSiena's is still working with [redacted] to see if the new casing shows any wear likethe original pieces and will be speaking with her on March 8, 2017, as she saidFrank [redacted] does not want to discuss this any further and that is why shedeclined Paul to install the old seat casing due to Frank not vyjilling to let himinstall it.In response to [redacted] saying that DiSiena's has done nothing, wefollowed protocol and sent the casing back for testing, and tf|e mill found nodefects in the fabricDiSiena's has made trips out the [redacted] ' to inspectthe pieces, 2"'' to pick up the old casing to send back for testing and the 3"^^ tripwas to install the new casing that they declined on the 2"*^ trip, and the 4^^ tripwas to drop off the old casing, which we offered to install for|them but wasdeclinedWe offered to have the pieces professionally cleaned at no charge tothem and [redacted] declined that offer.We are trying to work with them and will call [redacted] on March 8, to see