Alford Floors and Interiors Inc.

Complaint[redacted] product with alarm issue since purchase and informed by Alford's Store that nothing else could be done. Time to pick up chair is two weeks.After the purchase of an [redacted] recliner from Alford's in Regina, we have had the constant alarm sound coming from the chair when using it. Alford's has been contacted several times, audio videos were taken and sent to the store and we were told that after one initial attempt to repair the chair that nothing else could be done. We have been in contact with [redacted] the service employee at Alford's who was informed several times by phone of the issue. After shortly purchasing the items we also asked if the items that we purchased (love seat, sofa, and recliner) could be returned due to the problems and comfort of the products not presenting as were told when purchasing and this was not dealt with. We were told that if we had any problems to inform the Store and they would do what was needed. My husband spoke directly to individuals at the store and was told that they would need to contact the manager as to what could be done. Today, I received a call from [redacted] who denied that we said the problem remained with the chair. [redacted] was the employee that we dealt with and were informed the chair was "repaired." Today, [redacted] informed me the chair could not be picked up until March 23rd (2 weeks) because of a truck being unavailable. [redacted] was not helpful in this situation and did not do anything to find a solution to the problem but instead deferred the situation to the manager who I requested to but have not heard from. As a result of this situation and tardiness of Alford's to fix the chair properly, [redacted] has informed me that the warranty is no longer valid and he is unsure of what portion we would have to pay.Desired SettlementIdeally, we are seeking the items purchased be exchanged as we were initially told would take place if the products did not hold up to our satisfaction. We are expecting the chair which is fully extended to be removed by March 12th, 2016. [redacted] Business Response [redacted] stopped by our store on March 7th to advise their [redacted] Power Relaxer was making a buzzing sound and was also stuck in the open position. [redacted] (customer service) followed up with a call to [redacted] on March 9th. She demanded that chair be picked up and serviced. He explained to her that the chair was almost 3 years old and outside the labor warranty but if she could bring it in that we would be happy to check out what was wrong. That was not good enough and wanted us to send out a truck to pick it up right away because they had no way of getting the chair to our shop. We told her that we had deliveries going her way on March 23rd and could pick it up at that time. This was not acceptable for her. Both [redacted] and I had conversations with this lady on March 9th [redacted]. I closed off my last telephone conversation telling her that in the event that our truck was going towards Balgonie prior to March 23rd that we would call her to arrange picking up chair. [redacted]'s strives for customer satisfaction and will still address her chair issues once the chair arrives in our shop. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When I spoke to the above they did not help to solve the issue but instead did nothing to act in a timely manner. Customer Services denied the fact that the chair continued to make a buzzing sound despite the fact that videos were sent to the service tech. Now the chair is extended and we are being informed that there is nothing that can be done for two weeks until a truck comes out to the area that we live. We have to wait until someone makes a purchase to have the truck come out. I find this as unacceptable and a lack of timely service on [redacted]'s part. [redacted] It is unfortunate when the manager informed the client that the chair has a warranty not a guarantee and as such a warranty means nothing. I would also like to make a correction in the message above: which was implied that the chair is three years old. The chair was ordered on April 24th, 2014 and did not arrive until August 2014. Does the warranty not begin when the customer actually has the chair in their home? [redacted]. After contacting Customer Protection, suggestions were given to me to ask [redacted]'s if they would hire a private courier or acknowledge an exchange/refund of the chair. This was shared with the manager [redacted]. We continue to wait for pick up of the chair in hope that this situation is taken care of in a timely manner.Final Business Response [redacted] Recliner was originally purchased on Invoice #[redacted] April 24, 2013.As indicated earlier, Alford's have scheduled deliveries to eastern Saskatchewan and still plan to pick up this chair before 10 am on Wednesday March 23rd. The chair is outside the one year labor warranty but our furniture repairman will address the buzzing issue and staying in the open position. Our driver will call customer at [redacted] prior to pick up.