Extreme dis-satisfaction with product. DO NOT WASTE YOUR MONEY. We purchased a build your own sectional from The furniture store in our town. The product on display was fabulous but the actual furniture was garbage. We originally went with your brand because you were local. We paid over $6000 and waited for 6 months. When we finally received our purchase one of the attachment pieces was missing so had to wait longer for that, the cushions were not firm at all, and within less than a year there was a divot already formed on the chaise cushion not to mention the creaking of that piece when anyone gets off the couch. The so called “tough” “durable” fabric is worse than a tshirt. Having it for 2 1/2 years now it looks tired and old like the one we replaced. I don’t know about you but a couch for over $6000 should last and remain in good shape for more than a year. It’s like they stole my hard earned money with lying about the quality and product I would receive. When I was much younger just starting out I bought a couch from value city furniture (a low end store) that lasted longer than this garbage. I’m going to write reviews wherever I can and tell everyone I know about the sham these thrives are running.
I recently purchased the Buckley swivel glider chair from Luxedecor. I filed a warranty claim because the chair is falling apart. They teached out tonyour company and I was told that you will not offer warranty claim because it appears to be “rough” use and not normal use. The chair is rarely used and should not be falling apart. Clearly the chair is defective and you will not stand by your product! I am very disappointed in your quality and customer service. I have not had a piece of furniture fall apart like this chair did.
I am afraid at this time there is nothing further we can offer this consumerThe retailer who sold the furniture may have misrepresented the product but as they are independent retailers there is no way of knowing or controlling what was communicatedThe collection which was purchased is standard with our down blend cushion cores- which are in fact constructed from feather downThis designer collection is intended to have a causal lifestyle look once the excess air escapes from the coreUnderstanding that the consumer cannot get in touch with the retailer from which they purchased the collection, we have extended service through our wholesale sales rep and provided replacement parts in an attempt to helpHowever, we cannot be responsible for the retailer errors in ordering the correct product- concerning the nail head trim and their attempt to correct itIn addition, we cannot be held responsible for the retail value of this collection, that would fall on the retailer as well and they were invoiced at wholesale cost This collection was purchased from us by [redacted] ***s [redacted] in Roseville, CA and shipped to their warehouse on August 5, 2014.Our sales agreement is with the retail store, not the consumerI am sorry that [redacted] did not stand behind this sale for the customer
I am rejecting this response because:Waiting for a final response from the companyI also have some additional information:The interior design company we used was [redacted] , but the guy who actually ordered the sofa (we had to make the check out to him) was [redacted] of [redacted] in Roseville, CAI just looked him up and he is still in business! His phone number is [redacted] I communicated with him at one point about our sofasHe offered to pay for replacement fabric, as the "premium" fabric we used was pilling badly after just a few months of useBut because the bigger problem was the structure of the cushions, there didn't seem to be any purpose to re-upholstering the sofas (especially since we would have to pay for the labor) If Braxton Culler is willing to offer us new pieces, they may be able to coordinate with [redacted] to cover the cost of fabric
Initial Business Response / [redacted] (1000, 6, 2015/06/18) */ Braxton Culler is a wholesaler selling only to the tradeThe retailers which purchase from us do so after meeting certain qualificationsThese retailers sell our product under certain conditions outlined in our sales agreement which is located in the price book they receive after opening an accountIt is not Braxton Culler's practice to resolve customer service issues directly with the consumer but to rely on the expertise of our retail dealers to resolve any conflict with our support Please see below the portion of our sales agreement with High Point Furniture Sales : Defective merchandise authorized to be returned to the factory for repair or replacement can be shipped by the dealer freight collectReplacement or repaired items will be shipped freight pre-paidCharge backs for authorized returns to the factory should include only the invoice cost of the merchandiseCharge backs for handling and freight expense will not be allowed under any circumstances No allowances will be made for transit damage, freight over-charge or damage while merchandise is in possession of the dealer, or in possession of the dealers' customerWe expect merchandise to be inspected prior to delivery to the customerWe will not accept charges for service calls to the customers' home for repairs of any imperfections that would be evident during the pre-delivery inspection and corrected during deluxingRequests for repairs must be presented to our customer service department with an estimate for the repair of the costs involvedUpon approval, a repair agreement number will be forwarded to you or given verbally for use when requesting credit for the work performedAll charge backs must have the invoice number or acknowledgement dates on which the item was originally delivered to the customerIn addition, they must include a detailed description of the problem and the work that was performed to correct itCREDIT COVERING LOCAL REPAIR CHARGES CANNOT BE HONORED WITHOUT PRIOR Braxton Culler always prides ourselves on excellent customer serviceWe will happy to open a dialogue with our dealer, High Point Furniture Sales to see how we can resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] has refused to pay the $freight charge, saying it is Braxton [redacted] 's responsibility since it involves the same product defects on both tablesThese tables were not damaged in shipment, nor would any inspection prior to shipping turn up the defects involved (splitting pedestals) as they only occurred a week or so after delivery If Braxton Culler won't stand behind their product for a small $adjustment, then let's follow the trail to [redacted] who BC claims is responsible through their sales agreementMaybe that is why [redacted] was pushing us to accept a third table, hoping the third time would be a charm and save them some money Personally I cannot see why [redacted] is liable, but if that is what their contractual agreement is with BC, then let's get them involved with the solution Although this has nothing to do with my complaint, how can BC market their product as "Made in America" when the table and chairs involved have "Make in Vietnam" on the undersides? Maybe assembled in the USA would be more truthful to the public That said, back to the original complaint, it is beyond belief that the consumer should have to pay freight charges for a defective productEspecially since it is the same product and same defects on two different tablesI feel that someone in North Carolina owes the consumer the $freight chargeAnd I will not be satisfied until it is refunded Final Business Response / [redacted] (4000, 12, 2015/07/13) */ In the spirit of keeping good faith with our retailers the vice president of sales at Braxton Culler has agreed to refund the $to our dealer [redacted] with the understanding they will provide a refund for the freight charges to their customer [redacted] has been notified of this information Final Consumer Response / [redacted] (2000, 14, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this proposed resolutionThat's all I wanted from the start, to be treated fairly as the end customerI really appreciate the Revdex.com's handling of this mediation & bringing it to a satisfactory conclusion Thank you for your help [redacted]
I am afraid at this time there is nothing further we can offer this consumerThe retailer who sold the furniture may have misrepresented the product but as they are independent retailers there is no way of knowing or controlling what was communicatedThe collection which was purchased is standard with our down blend cushion cores- which are in fact constructed from feather downThis designer collection is intended to have a causal lifestyle look once the excess air escapes from the coreUnderstanding that the consumer cannot get in touch with the retailer from which they purchased the collection, we have extended service through our wholesale sales rep and provided replacement parts in an attempt to helpHowever, we cannot be responsible for the retailer errors in ordering the correct product- concerning the nail head trim and their attempt to correct itIn addition, we cannot be held responsible for the retail value of this collection, that would fall on the retailer as well and they were invoiced at wholesale cost This collection was purchased from us by [redacted] ***s [redacted] in Roseville, CA and shipped to their warehouse on August 5, 2014.Our sales agreement is with the retail store, not the consumerI am sorry that [redacted] did not stand behind this sale for the customer
I am rejecting this response because:Waiting for a final response from the companyI also have some additional information:The interior design company we used was [redacted] , but the guy who actually ordered the sofa (we had to make the check out to him) was [redacted] of [redacted] in Roseville, CAI just looked him up and he is still in business! His phone number is [redacted] I communicated with him at one point about our sofasHe offered to pay for replacement fabric, as the "premium" fabric we used was pilling badly after just a few months of useBut because the bigger problem was the structure of the cushions, there didn't seem to be any purpose to re-upholstering the sofas (especially since we would have to pay for the labor) If Braxton Culler is willing to offer us new pieces, they may be able to coordinate with [redacted] to cover the cost of fabric
Initial Business Response / [redacted] (1000, 6, 2015/06/18) */ Braxton Culler is a wholesaler selling only to the tradeThe retailers which purchase from us do so after meeting certain qualificationsThese retailers sell our product under certain conditions outlined in our sales agreement which is located in the price book they receive after opening an accountIt is not Braxton Culler's practice to resolve customer service issues directly with the consumer but to rely on the expertise of our retail dealers to resolve any conflict with our support Please see below the portion of our sales agreement with High Point Furniture Sales : Defective merchandise authorized to be returned to the factory for repair or replacement can be shipped by the dealer freight collectReplacement or repaired items will be shipped freight pre-paidCharge backs for authorized returns to the factory should include only the invoice cost of the merchandiseCharge backs for handling and freight expense will not be allowed under any circumstances No allowances will be made for transit damage, freight over-charge or damage while merchandise is in possession of the dealer, or in possession of the dealers' customerWe expect merchandise to be inspected prior to delivery to the customerWe will not accept charges for service calls to the customers' home for repairs of any imperfections that would be evident during the pre-delivery inspection and corrected during deluxingRequests for repairs must be presented to our customer service department with an estimate for the repair of the costs involvedUpon approval, a repair agreement number will be forwarded to you or given verbally for use when requesting credit for the work performedAll charge backs must have the invoice number or acknowledgement dates on which the item was originally delivered to the customerIn addition, they must include a detailed description of the problem and the work that was performed to correct itCREDIT COVERING LOCAL REPAIR CHARGES CANNOT BE HONORED WITHOUT PRIOR Braxton Culler always prides ourselves on excellent customer serviceWe will happy to open a dialogue with our dealer, High Point Furniture Sales to see how we can resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] has refused to pay the $freight charge, saying it is Braxton [redacted] 's responsibility since it involves the same product defects on both tablesThese tables were not damaged in shipment, nor would any inspection prior to shipping turn up the defects involved (splitting pedestals) as they only occurred a week or so after delivery If Braxton Culler won't stand behind their product for a small $adjustment, then let's follow the trail to [redacted] who BC claims is responsible through their sales agreementMaybe that is why [redacted] was pushing us to accept a third table, hoping the third time would be a charm and save them some money Personally I cannot see why [redacted] is liable, but if that is what their contractual agreement is with BC, then let's get them involved with the solution Although this has nothing to do with my complaint, how can BC market their product as "Made in America" when the table and chairs involved have "Make in Vietnam" on the undersides? Maybe assembled in the USA would be more truthful to the public That said, back to the original complaint, it is beyond belief that the consumer should have to pay freight charges for a defective productEspecially since it is the same product and same defects on two different tablesI feel that someone in North Carolina owes the consumer the $freight chargeAnd I will not be satisfied until it is refunded Final Business Response / [redacted] (4000, 12, 2015/07/13) */ In the spirit of keeping good faith with our retailers the vice president of sales at Braxton Culler has agreed to refund the $to our dealer [redacted] with the understanding they will provide a refund for the freight charges to their customer [redacted] has been notified of this information Final Consumer Response / [redacted] (2000, 14, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this proposed resolutionThat's all I wanted from the start, to be treated fairly as the end customerI really appreciate the Revdex.com's handling of this mediation & bringing it to a satisfactory conclusion Thank you for your help [redacted]