Boston Interiors

To Whom it may concern:The customer and Boston Interiors had traded messages in regards to their concern with the fabric of a sectional they purchased in August The customer had an issue with the appearance of the fabric and how it was wearingThe pilling that the customer has an issue with is considered a occurrence by upholstery manufacturers and is caused by other items coming in contact with fabric Pilling is easily maintained and there are ways to prevent it from reoccurringThe customer stated that she didn't feel this should be necessaryThe customer stated that her "dogs have never once been on any item of furniture." I would ask that you review the attached pictures clearly showing dog hair on the customer's sectional Animals can cause fabric to prematurely wear and this isn't considered a product defect This would be considered damageThe manufacturer reviewed the pictures that were taken and concluded that the customer's concern was wear and not an unusual circumstance The manufacturer offered to replace all of the customers seat and back casings as an accommodationThe customer didn't think this was acceptable.Boston Interiors generously offered the customer to reselect a new fabric so we could order a new sectional The customer accepted the offer Boston Interiors respectfully requests that the Revdex.com close this claim.Thank you in advance for your cooperationSincerely, [redacted] ***Customer Service Manager

To Whom it may concern:The following letter was emailed to the customer and two options were offered to them, which are both noted below A picture has been attached that corresponds with the most recent call from the customer After reading the letter, Boston Interiors would appreciate the Revdex.com choosing to close this complaint Thank you very much for your cooperation.Best Regards,Boston InteriorsDear Mrand MrsXXXXXXX,Boston Interiors is sorry to hear that you are unhappy with the sofa and chaise that you received in January of last year Your furniture comes with a manufacturer’s warranty The frame and spring systems have a Lifetime Limited Warranty, which under the warranty will be free from manufacturing defects for the life of the product The foam seat cores have a year limited warranty This warrants the foam cores to be free from manufacturing defects and against the loss of foam resiliency Abwear and loss of resiliency should not be confused with the softening of the foam and fibers, which is considered wear, and are not defects The fabric and back cores were covered by a one year warranty against manufacturing defects In March of 2015, you had concerns with the comfort of the chaise cushion and fabric damage As an accommodation, Boston Interiors ordered a complete chaise cushion for you In September of 2015, you again contacted Boston Interiors about a comfort issue with the chaise cushion and the cushion adjacent to it The pictures on file suggest that this is the most used area of the sofa and chaise This would be considered wear under the warranty but Boston Interiors had both cushions in question replaced for you On March 7, 2016, MrXXXXXX contacted Boston Interiors We reviewed pictures that were forwarded to us, which showed the same area being used on a regular basis as prior concerns notated The following day, Boston Interiors discussed the issue with MrXXXXXX and he stated that his back surgeries make it very hard to sit on the cushions Based on the recent conversations and pictures, the sofa shows wear and not any manufacturing defects Unfortunately, the warranty does not consider customer comfort a defect Boston Interiors offered to replace the inserts once again for you Based on the usage of the specific area, the sofa may require more frequent maintenance of the cushions If you feel there is manufacturing defect with the frame of the sofa and chaise, the manufacturer has their own road technician Boston Interiors would be happy to request a manufacturer’s service request for you and their technician will contact you The technician will inspect and report to the manufacturer what the issues are, if any, and determine the next course of action At this time, Boston Interiors is unable to either replace the sofa or offer store credit If after a manufacturer’s inspection they determine that be the best course of action is a replacement, we will be happy to assist you then To request a manufacturer’s inspection, please contact me directly via email or phone at XXX-XXX-XXXX Sincerely, XXXXXX XXXXX

To Whom it may concern:Boston Interiors and its manufacturers do not guarantee the fit of slipcovers purchased for discontinued items. The manufacturer does its best to match components for old, discontinued items as long as those parts continue to be available. Slipcovers are not
tailored upholstery and require pulling and tucking (sometimes more than less) to ensure an adequate fit. As the manufacturer does not guarantee fit, they do not replace or take back slipcovers for credit. They are considered final sale as noted on the customer's invoice. Boston Interiors had made an accommodation to take back the slipcover with restocking fees which isn't the norm for final sale items. Boston Interiors further discussed the issue with the manufacturer and they agreed to make an accommodation for the customer. The manufacturer offered to inspect the slipcover and make any modifications should the dimensions not be within their acceptable tolerance. If the dimensions are deemed acceptable, no alterations would be made. This was discussed with the customer on 8/14/17. The customer was responsible for boxing the complete slipcover and a call tag would be issued once the customer let Boston Interiors know that the package was ready to ship. Another message was left with the customer today, 8/15/17, about the status of the package. Once Boston Interiors hears back from the customer, the next steps will be taken. Please understand that Boston Interiors nor the manufacturer are claiming that the slipcover is incorrect but we are attempting to accommodate the customer. Thank you very much for your cooperation.Boston Interiors

To Whom it may concern:The customer and Boston Interiors had traded messages in regards to their concern with the fabric of a sectional they purchased in August 2015.  The customer had an issue with the appearance of the fabric and how it was wearing. The pilling that the customer has an issue...

with is considered a normal occurrence by upholstery manufacturers and is caused by other items coming in contact with fabric.  Pilling is easily maintained and there are ways to prevent it from reoccurring. The customer stated that she didn't feel this should be necessary. The customer stated that her "dogs have never once been on any item of furniture."  I would ask that you review the attached pictures clearly showing dog hair on the customer's sectional.  Animals can cause fabric to prematurely wear and this isn't considered a product defect.  This would be considered damage. The manufacturer reviewed the pictures that were taken and concluded that the customer's concern was normal wear and not an unusual circumstance.  The manufacturer offered to replace all of the customers seat and back casings as an accommodation. The customer didn't think this was acceptable.Boston Interiors generously offered the customer to reselect a new fabric so we could order a new sectional.  The customer accepted the offer.  Boston Interiors respectfully requests that the Revdex.com close this claim.Thank you in advance for your cooperation. Sincerely,[redacted]Customer Service Manager

To Whom it may concern:The following letter was emailed to the customer and two options were offered to them, which are both noted below.  A picture has been attached that corresponds with the most recent call from the customer.  After reading the letter, Boston Interiors would...

appreciate the Revdex.com choosing to close this complaint.  Thank you very much for your cooperation.Best Regards,Boston InteriorsDear Mr. and Mrs. XXXXXXX,Boston Interiors is sorry to hear that you are unhappy with
the sofa and chaise that you received in January of last year.  Your
furniture comes with a manufacturer’s  warranty.  The frame and
spring systems have a Lifetime Limited Warranty, which under the warranty will
be free from manufacturing defects for the life of the product.  The foam
seat cores have a 5 year limited warranty.  This warrants the foam cores
to be free from manufacturing defects and against the loss of foam resiliency. 
Abnormal wear and loss of resiliency should not be confused with the softening
of the foam and fibers, which is considered normal wear, and are not
defects.  The fabric and back cores were covered by a one year warranty
against manufacturing defects.
In March of 2015, you had concerns with the comfort of the
chaise cushion and fabric damage.  As an accommodation, Boston Interiors
ordered a complete chaise cushion for you.
In September of 2015, you again contacted Boston Interiors
about a comfort issue with the chaise cushion and the cushion adjacent to
it.  The pictures on file suggest that this is the most used area of the
sofa and chaise.  This would be considered normal wear under the warranty
but Boston Interiors had both cushions in question replaced for you.
On March 7, 2016, Mr. XXXXXX contacted Boston
Interiors.  We reviewed pictures that were forwarded to us, which showed
the same area being used on a regular basis as prior concerns notated. 
The following day, Boston Interiors discussed the issue with Mr. XXXXXX and he
stated that his back surgeries make it very hard to sit on the cushions. 
Based on the recent conversations and pictures, the sofa shows normal wear and
not any manufacturing defects.  Unfortunately, the warranty does not
consider customer comfort a defect.
Boston Interiors offered to replace the inserts once again
for you.  Based on the usage of the specific area, the sofa may require
more frequent maintenance of the cushions.  If you feel there is
manufacturing defect with the frame of the sofa and chaise, the manufacturer
has their own road technician.  Boston Interiors would be happy to request
a manufacturer’s service request for you and their technician will contact
you.  The technician will inspect and report to the manufacturer what the
issues are, if any, and determine the next course of action.
At this time, Boston Interiors is unable to either replace
the sofa or offer store credit.  If after a manufacturer’s inspection they
determine that be the best course of action is a replacement, we will be happy
to assist you then.
To request a manufacturer’s inspection, please contact me
directly via email or phone at XXX-XXX-XXXX.  
Sincerely,
XXXXXX XXXXX

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I reviewed the response from Boston Interiors. They asked for the complaint to be dismissed by the Revdex.com and did not offer any resolution to my complaint other than to send a copy of an e-mail they already sent to me. I am a longstanding customer of this company and informed them within a short amount of time that we were not satisfied with the quality of the sofa purchased from them, even though the rest of the living room set was satisfactory. They have dragged my complaint on for this past year when they should have allowed me to return it in the first place. They kept saying we had to follow Their "process" before they would approve a return. As you can see from their e-mail, they are still suggesting further "process" before approving a return. I am totally frustrated and unwilling to drag this out any further. Boston Interiors needs to allow customers to return merchandise that is reported as unsatisfactory rather than insisting customers follow a "process" first and then never allowing the return. I have spent thousands of dollars at their store and this is my first complaint. This sofa is of poor quality and comfort and I will not accept their repeated process in place of a quality replacement of my sofa.Regards,
[redacted]