Bliss Home

Leather recliner had defective leather headrest that was discovered just out of warranty. Bliss agreed to replace leather but ordere a cover instead
On December 13th, 2017, I contacted Bliss Home to let them know that the leather on my headrest (on a reclining chair) was defecting and that I had never really noticed until that moment. The headrest had a spot on it so I tried to wipe it away with a soft, damp cloth per the instructions. I had used this method a few times before on the main part of the chair with no issues but this time on the headrest, the dirt wiped away but it appeared to be changing or fading the color of the headrest. While I hoped it was just an illusion from the leather being damp, I later noticed that the leather staining from the factory was just wiping away. I tried different rags, again all soft and only water on different places on the headrest. Consistently, the finish would simply wipe off. Then I would try the same technique on the main portion of the chair. Absolutely nothing would wipe away. Clearly the headrest was made from leather that had not been properly treated at the factory and it was a defect.

At this initial contact, I spoke and emailed with ***who instructed me on how to get the model and serial number of the recliner. She contacted the company and told me that it was out of warranty. By the order date, the chair was out of warranty by nearly 6 months but by the delivery date, it was out of warranty by only 2 months. After seeing my pictures that I send her of how the exact same rag would do nothing to the main chair but would wipe away the finish on the headrest, *** agreed that it was a defect but that it was out of warranty. On January 5th, 2018, she offered to order the replacement parts to fix it at my cost, either replacing the entire headrest or just the leather of the headrest.

I responded and asked here if there was anything else that she could do to help since this was both clearly a defect AND barely out of warranty.

On January 10th, she offered to replace the leather of the headrest at her cost to keep me happy as a customer and indicated that it would take 4-6 weeks to get the replacement.

On April 12th, I emailed to check on the status of the replacement leather since I had not yet received it.

She responded that same day that "the part is on back order and will ship out in early June."

On June 12th, she emailed to let me know the part would arrive by the end of the week.

I picked up the part on June 23rd from the Bliss Home store and immediately noticed that it was not a replacement piece of leather but rather appeared to be a cover to go over the defective leather. I spoke with the store manager, *** who told me that I could take it with me and try it but I assured her that this was the wrong item because I was supposed to receive a replacement leather "cap" for my headrest, not just a piece of leather to go over the defective headrest. She assured me that "we will make it right."

I emailed *** on June 27th to let her know that I did not receive a replacement part, but rather a cover. Here is a portion of my email. " I had understood this part/piece to be a replacement piece of leather. In other words, I thought that the original headrest leather, which is merely velcroed into place, would be removed and then replaced by this new piece of leather which would also have Velcro. When I opened the package in store, it was clear that the Velcro was missing. Initially, I had assumed that it was some sort of mistake but as I thought about it while driving home, it occurred to me that this was some sort of cover to go over the already installed and defective leather on the headrest. Am I correct?"

*** responded in agreement with me: "I did request the same piece you were expecting. Can you please send me a photo of what was sent? My first thought is that there must have been an update to the part since your 2015 purchase but let me clarify with the manufacturer."

Now she says, this is just the way they make the part now. I didn't get a repair but a cover.