Complaint: [redacted] I am rejecting this response because:Unfortunately, what Mr.C [redacted] is failing to grasp is that I did not order the BordeauxI ordered a chocolate brownI certainly did not agree to a pink couch with the sales associate Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:If it would appease Mr [redacted] I would like to tell what really happenedON 7/21/we purchased a mattress and sofa from Clure Brothersthe sofa was $plus $for fabric protectionThe day after they delivered our order we went on a weeks vacationWithin three weeks of getting the sofa we noticed a valley forming between the middle cushion and the left side cushionI'm not sure why Mr [redacted] keeps bringing up this hrthingI'm pretty sure that's for someone who decided the color or style did not go with their homeThat was not our problem our problem was that the cushions were breaking down so soonThere is a month warranty on the cushions on this sofaIt took awhile but they finally sent their furniture guy, [redacted] overHe looked at the sofa and agreed there was something wrongHe said they could not give us a new sofa because there were steps they had to go through before that could happenMr [redacted] said in his letter that we ask for a refund at this timeThat is not trueI was willing to see what they could doTheir first step was to replace the foam in the cushions [redacted] came over and took the staples out or the bottom third of our new sofa pulled out the foam of two cushions and stuffed replacement foam in, and stapled the sofa back togetherThat did not turn out too well(attachment no1) Called them back [redacted] came over again agreed that did not look goodThe next step was to replace the bottom of the middle and left side cushionsThey did that and after piece milling the sofa together within a week or two the sofa was looking like it did when we started trying to fix it.(attachment no.2) We called again and talked to [redacted] and told him the problemHe told me that it was impossible for it to look like that again and we must be abusing the sofcording to them abuse is sitting and laying on the sofaI'm years old I am not into abusing things I pay $forWell he did come over and looked at itHe said he did not understand what was happening he had seen the cushions break down like ours were, but it usually took a year or longer to look like ours didHe said he had never seen two sofas to the same person turn out like they did(Great lucky me) He left and that afternoon he called and told me he had talked to Best Home Furnishings (The maker of the sofa) and they had agreed to replace the sofaIn his answer Mr [redacted] says that I had made a phone call to Best Home FurnishingsThat is not true [redacted] Brothers and BHF made that decision, because they knew it was the right thing to doWell we get a new sofa and within two weeks we have the same problem with the cushions breaking down in the same place.(attachment no.3) Even trying to sit on the middle of the middle cushion you start to tip to the left and end up sitting at a slant with one of your butt cheeks on a hard board.We called again and talked to the manager Jole, and told him what was going onHe said what they might have to do is give us credit for the sofa and we could get a different kind of sofa but [redacted] would have to come over and look at it firstThat was fine with us [redacted] came over looked at the sofa and said he had called BHF and they had decided what we had was normal(It looks this bad in two weeks what is it going to look like in months.) I had to ask how they decided that when this was the first time he had seen the sofa and BHF had not seen it eitherHe told me they went off the pictures of the first sofaI ask why did they go through all of what we did if there was nothing wrong with the first sofa then? That's when he told me he was not going to argue with me and they were not going to do anything else and he walked outAfter he left I did call BHF, the one and only time I called them, I ask them if there was a wrong way to sit on their sofas and if they were not made to lay onThat's when the lady laughed and said no they don't make sofas you can't lay onShe said she was sorry but I had to deal with the place that sold me the sofaThen after that is when I wrote the Revdex.com and was the first time I ask for a refund, enough is enough with these peopleI don't know how or why we getting all these bad sofas but we arePeople have looked at our sofa and ask if we did our shopping on [redacted] road (that's the road to the dumps) I say no and tell them where we got itIts embarrassingIf this goes against us we will be [redacted] to give the sofa to Mr [redacted] and he can put in his living room, and when people ask him about it he can proudly say "That's the kind of furniture I sell." Regards, [redacted] ***
We have every customer review and sign for all special orders in our storeMrs [redacted] did order Bordeaux when she was in our store My sales lady Laurie distinctly remembers this purchase The paperwork she signed says Bordeaux on it, and that's what she signed for and agreed for us to order Respectfully Landes C***
Complaint: [redacted] I am rejecting this response because: When I first contacted Clure Brother in Febr 2017, they sent Chuck to my house to inspect my mattress and box springsI asked him what they would do and his response was, they will probably replace it with a ***, which would be much better than what I had I did not ask to have it replaced with a ***All I have wanted is to have it replaced with a mattress and box springs of equal value from their storeThey lead me to believe I was getting a replacement from [redacted] that would be a replacement, like what I hadI did not expect to have a replacement of higher quality or more money, or as Lantus put it...replacing a Chevy with a Ford! I just expect to be treated like a valued customer that they are, in my opinion, wanted to be satisfied with a product that I purchased from themLantus makes it sound like I am being unreasonable...I don't think I am I called around to other stores and asked how they handle their warranties...even if they have discontinued that product...not anything like Clure Brothers has done! They have strung this out since Febr and caused me a lot of stress and time from my day to deal with thisOne question on here is if this is a health issue...in a way, yes My husband has SEVERE sleep apnea and has had a hard time dealing with the comfort level of the old mattress and the one they delivered as a replacement When CB called and said they were delivering a replacement, I asked them if it was the right one...they assured me it wasI asked them if they had inspected it...they said they didWhen the delivery people brought it I could see this did not look or feel anything like my old mattress and there were no box springs...the delivery people said I did not need box springs...they were broken also! I called Brett to have him come out...he put me on his schedule for the next day...so, I didn't make the bedWhen he came out he said I was right...this was not the correct replacement and that I did need new box springs He tried to call Alan, with [redacted] and could not get ahold of him and he said he would call me later that day or the next day He never called me and I never heard from anybodyThat is when I contacted the Revdex.comIf Clure Brothers lead me to believe they were handling thisI am holding them accountable and also, [redacted] Either one of them need to issue a check to me, ASAP!!!!!!!!! Regards, [redacted]
To whom it may concern,On 9-29-Mrs*** special ordered (2) *** *** swivel rocker recliners from my salesman Joel T***. She put a $deposit down to get them on order and signed our special order contract that states that there are no refunds or exchanges on special
orders. These were ordered special for Mrs*** and are not part of our regular inventory. Therefore we must have a commitment from our customers that they will keep the product when it arrives. My service manager went to her house to look at them at make sure they weren't defective in any way whatsoever. The chairs are exactly like the one on the showroom floor except for the fabric she special ordered on them. This is a comfort issue. Comfort issues are not covered under manufacturers warranties. I am sorry that Mrs*** is uncomfortable in her chairs, however she did order those exact chairs, and we provided what she wanted at the time. We cannot refund or exchange them due to our special order policy. Respectfully Landes C***
To whom it may concern, This is in response to a complaint by Mr*** ***. Mr*** purchased a (*** *** double reclining sofa *** Praline) on 7-21-in the amount of $949.00. Mr*** did call concerning the cushions on the sofa. On Sept10th my
service manager *** *** went out to look at it. He ordered new cushion cores for the sofa. He explained to Mr*** that if you sit in the same area every day that it would show wear and the cushion would break down in that area before the rest of the sofa, and that it is better to try and sit in the cushions evenly. Mr*** wanted a refund, however we have a hour return policy and will gladly take care of any legitimate warranty issues. *** switched out the cores on October 3rd. Mr*** was still un*** with the sofa so we ordered him complete seat replacement with new fabric, foam, and cores. On Oct31st we replaced the entire seats on the sofa (it is important to note that we replaced these parts to try and appease Mr***, not because of any manufacturing defects) . Mr*** was still not satisfied and called the factory. The factory was nice enough to replace his sofa to appease Mr***. However there was nothing structurally wrong with his sofa to begin with. It was a cosmetic issue, and cosmetic issues do not fall under manufacturers warranties. We delivered the new sofa on Dec12th. I personally inspected the old sofa when it returned to my store and noticed then that the sofa should had never been switched it out. There was nothing wrong with the sofa except the wear. The sofa is one of my best sellers and have never had anyone complain about this issue in the past. Within two weeks of receiving their new sofa they again wanted to bring it back. It is wear and I will not take another sofa back. I have attached a picture of the sofa and as anyone can see it is wear. Unfortunately furniture shows wear if you use it. Respectfully,*** ***
I am in the process of taking care of these customers as I write this letter. I have had trouble finding a furniture repair technician as it is a difficult trade that not many people know or have the skills to do. Unfortunately for Mr. [redacted] he has not been taken care of the way...
that I pride myself on taking care of my customers. However I have found a replacement that I have complete confidence in, and I'm sure will do a good job in taking care of these issues. I will absolutely take care of Mr. [redacted]. My apologies to him and his family, and I will make it right. Respectully Landes C[redacted]
Complaint: [redacted]
I am rejecting this response because:If it would appease Mr. [redacted] I would like to tell what really happened. ON 7/21/14 we purchased a mattress and sofa from Clure Brothers. the sofa was $949.00 plus $55.00 for fabric protection. The day after they delivered our order we went on a weeks vacation. Within three weeks of getting the sofa we noticed a valley forming between the middle cushion and the left side cushion. I'm not sure why Mr. [redacted] keeps bringing up this 48 hr. thing. I'm pretty sure that's for someone who decided the color or style did not go with their home. That was not our problem our problem was that the cushions were breaking down so soon. There is a 12 month warranty on the cushions on this sofa. It took awhile but they finally sent their furniture guy, [redacted] over. He looked at the sofa and agreed there was something wrong. He said they could not give us a new sofa because there were steps they had to go through before that could happen. Mr. [redacted] said in his letter that we ask for a refund at this time. That is not true. I was willing to see what they could do. Their first step was to replace the foam in the cushions. [redacted] came over and took the staples out or the bottom third of our new sofa pulled out the foam of two cushions and stuffed replacement foam in, and stapled the sofa back together. That did not turn out too well. (attachment no. 1) Called them back [redacted] came over again agreed that did not look good. The next step was to replace the bottom of the middle and left side cushions. They did that and after piece milling the sofa together within a week or two the sofa was looking like it did when we started trying to fix it.(attachment no.2) We called again and talked to [redacted] and told him the problem. He told me that it was impossible for it to look like that again and we must be abusing the sofa. According to them abuse is sitting and laying on the sofa. I'm 60 years old I am not into abusing things I pay $1000.00 for. Well he did come over and looked at it. He said he did not understand what was happening he had seen the cushions break down like ours were, but it usually took a year or longer to look like ours did. He said he had never seen two sofas to the same person turn out like they did. (Great lucky me) He left and that afternoon he called and told me he had talked to Best Home Furnishings (The maker of the sofa) and they had agreed to replace the sofa. In his answer Mr. [redacted] says that I had made a phone call to Best Home Furnishings. That is not true. [redacted] Brothers and BHF made that decision, because they knew it was the right thing to do. Well we get a new sofa and within two weeks we have the same problem with the cushions breaking down in the same place.(attachment no.3) Even trying to sit on the middle of the middle cushion you start to tip to the left and end up sitting at a slant with one of your butt cheeks on a hard board.We called again and talked to the manager Jole, and told him what was going on. He said what they might have to do is give us credit for the sofa and we could get a different kind of sofa but [redacted] would have to come over and look at it first. That was fine with us. [redacted] came over looked at the sofa and said he had called BHF and they had decided what we had was normal. (It looks this bad in two weeks what is it going to look like in 6 months.) I had to ask how they decided that when this was the first time he had seen the sofa and BHF had not seen it either. He told me they went off the pictures of the first sofa. I ask why did they go through all of what we did if there was nothing wrong with the first sofa then? That's when he told me he was not going to argue with me and they were not going to do anything else and he walked out. After he left I did call BHF, the one and only time I called them, I ask them if there was a wrong way to sit on their sofas and if they were not made to lay on. That's when the lady laughed and said no they don't make sofas you can't lay on. She said she was sorry but I had to deal with the place that sold me the sofa. Then after that is when I wrote the Revdex.com and was the first time I ask for a refund, enough is enough with these people. I don't know how or why we getting all these bad sofas but we are. People have looked at our sofa and ask if we did our shopping on [redacted] road (that's the road to the dumps) I say no and tell them where we got it. Its embarrassing. If this goes against us we will be [redacted] to give the sofa to Mr [redacted] and he can put in his living room, and when people ask him about it he can proudly say "That's the kind of furniture I sell."
Regards,
[redacted]
We have every customer review and sign for all special orders in our store. Mrs. [redacted] did order Bordeaux when she was in our store. My sales lady Laurie distinctly remembers this purchase. The paperwork she signed says Bordeaux on it, and that's what she signed for and agreed for us to order. Respectfully Landes C[redacted]
Complaint: [redacted]
I am rejecting this response because: When I first contacted Clure Brother in Febr 2017, they sent Chuck to my house to inspect my mattress and box springs. I asked him what they would do and his response was, they will probably replace it with a [redacted], which would be much better than what I had. I did not ask to have it replaced with a [redacted]. All I have wanted is to have it replaced with a mattress and box springs of equal value from their store. They lead me to believe I was getting a replacement from [redacted] that would be a replacement, like what I had. I did not expect to have a replacement of higher quality or more money, or as Lantus put it...replacing a Chevy with a Ford! I just expect to be treated like a valued customer that they are, in my opinion, wanted to be satisfied with a product that I purchased from them. Lantus makes it sound like I am being unreasonable...I don't think I am. I called around to other stores and asked how they handle their warranties...even if they have discontinued that product...not anything like Clure Brothers has done! They have strung this out since Febr and caused me a lot of stress and time from my day to deal with this. One question on here is if this is a health issue...in a way, yes. My husband has SEVERE sleep apnea and has had a hard time dealing with the comfort level of the old mattress and the one they delivered as a replacement. When CB called and said they were delivering a replacement, I asked them if it was the right one...they assured me it was. I asked them if they had inspected it...they said they did. When the delivery people brought it I could see this did not look or feel anything like my old mattress and there were no box springs...the delivery people said I did not need box springs...they were broken also! I called Brett to have him come out...he put me on his schedule for the next day...so, I didn't make the bed. When he came out he said I was right...this was not the correct replacement and that I did need new box springs. He tried to call Alan, with [redacted] and could not get ahold of him and he said he would call me later that day or the next day. He never called me and I never heard from anybody. That is when I contacted the Revdex.com. If Clure Brothers lead me to believe they were handling this... I am holding them accountable and also, [redacted]. Either one of them need to issue a check to me, ASAP!!!!!!!!!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Unfortunately, what Mr.C[redacted] is failing to grasp is that I did not order the Bordeaux. I ordered a chocolate brown. I certainly did not agree to a pink couch with the sales associate.
Regards,
[redacted]
To whom it may concern, We no longer carry [redacted] mattresses. This is a [redacted] warranty and not a Clure Brothers warranty. We have tried to be the middle man in this situation because we are trying to take care of this matter for [redacted]. However it is hard to get a replacement...
mattress shipped here because there are no [redacted] stores in Cheyenne. We are simply relaying what we hear from [redacted]. I'm sorry for [redacted] but I am at the mercy of [redacted] on this deal. [redacted] needs to deal directly with [redacted] on this matter because we no longer carry the line and have no beds on our floor. This matter is still pending as of now. [redacted] will be contacting her to take care of this problem. But it's better if she deals with them directly from now on so she can hold them accountable. P.S. I offered [redacted] half off of any [redacted] on my floor so she could lay on them and pick out a new one that she likes. However I can't just give away a new [redacted] set to replace a [redacted] warranty mattress. That would be like Giving someone a new Ford truck because their Chevy broke down. She needs to deal with [redacted] if she doesn't want to buy another brand.RespectfullyLandes C[redacted]
To Whom It May Concern,On 9-19-15 Mrs. [redacted] special ordered a [redacted] double reclining sofa in fabric [redacted] Bordeaux for $1049.00. Mrs. [redacted] put a $200.00 deposit down to get the sofa on order. At the time of purchase she signed our special order contract agreement that states there...
are no refunds or exchanges on special orders. Since this is not part of our regular inventory we need a commitment from our customers that they will keep whatever they special order. The Bordeaux fabric is the fabric that her and my salesperson agreed upon and the sofa that we ordered that she said she wanted. We cannot return furniture that was ordered special for Mrs. [redacted]. I am sorry that Mrs. [redacted] is unhappy with the fabric she chose but due to our store policy we cannot return special ordered merchandise. ...⇄Respectfully ...⇄ Landes C[redacted]
Complaint: [redacted] I am rejecting this response because:Unfortunately, what Mr.C [redacted] is failing to grasp is that I did not order the BordeauxI ordered a chocolate brownI certainly did not agree to a pink couch with the sales associate Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:If it would appease Mr [redacted] I would like to tell what really happenedON 7/21/we purchased a mattress and sofa from Clure Brothersthe sofa was $plus $for fabric protectionThe day after they delivered our order we went on a weeks vacationWithin three weeks of getting the sofa we noticed a valley forming between the middle cushion and the left side cushionI'm not sure why Mr [redacted] keeps bringing up this hrthingI'm pretty sure that's for someone who decided the color or style did not go with their homeThat was not our problem our problem was that the cushions were breaking down so soonThere is a month warranty on the cushions on this sofaIt took awhile but they finally sent their furniture guy, [redacted] overHe looked at the sofa and agreed there was something wrongHe said they could not give us a new sofa because there were steps they had to go through before that could happenMr [redacted] said in his letter that we ask for a refund at this timeThat is not trueI was willing to see what they could doTheir first step was to replace the foam in the cushions [redacted] came over and took the staples out or the bottom third of our new sofa pulled out the foam of two cushions and stuffed replacement foam in, and stapled the sofa back togetherThat did not turn out too well(attachment no1) Called them back [redacted] came over again agreed that did not look goodThe next step was to replace the bottom of the middle and left side cushionsThey did that and after piece milling the sofa together within a week or two the sofa was looking like it did when we started trying to fix it.(attachment no.2) We called again and talked to [redacted] and told him the problemHe told me that it was impossible for it to look like that again and we must be abusing the sof
cording to them abuse is sitting and laying on the sofaI'm years old I am not into abusing things I pay $forWell he did come over and looked at itHe said he did not understand what was happening he had seen the cushions break down like ours were, but it usually took a year or longer to look like ours didHe said he had never seen two sofas to the same person turn out like they did(Great lucky me) He left and that afternoon he called and told me he had talked to Best Home Furnishings (The maker of the sofa) and they had agreed to replace the sofaIn his answer Mr [redacted] says that I had made a phone call to Best Home FurnishingsThat is not true [redacted] Brothers and BHF made that decision, because they knew it was the right thing to doWell we get a new sofa and within two weeks we have the same problem with the cushions breaking down in the same place.(attachment no.3) Even trying to sit on the middle of the middle cushion you start to tip to the left and end up sitting at a slant with one of your butt cheeks on a hard board.We called again and talked to the manager Jole, and told him what was going onHe said what they might have to do is give us credit for the sofa and we could get a different kind of sofa but [redacted] would have to come over and look at it firstThat was fine with us [redacted] came over looked at the sofa and said he had called BHF and they had decided what we had was normal(It looks this bad in two weeks what is it going to look like in months.) I had to ask how they decided that when this was the first time he had seen the sofa and BHF had not seen it eitherHe told me they went off the pictures of the first sofaI ask why did they go through all of what we did if there was nothing wrong with the first sofa then? That's when he told me he was not going to argue with me and they were not going to do anything else and he walked outAfter he left I did call BHF, the one and only time I called them, I ask them if there was a wrong way to sit on their sofas and if they were not made to lay onThat's when the lady laughed and said no they don't make sofas you can't lay onShe said she was sorry but I had to deal with the place that sold me the sofaThen after that is when I wrote the Revdex.com and was the first time I ask for a refund, enough is enough with these peopleI don't know how or why we getting all these bad sofas but we arePeople have looked at our sofa and ask if we did our shopping on [redacted] road (that's the road to the dumps) I say no and tell them where we got itIts embarrassingIf this goes against us we will be [redacted] to give the sofa to Mr [redacted] and he can put in his living room, and when people ask him about it he can proudly say "That's the kind of furniture I sell." Regards, [redacted] ***
We have every customer review and sign for all special orders in our storeMrs [redacted] did order Bordeaux when she was in our store My sales lady Laurie distinctly remembers this purchase The paperwork she signed says Bordeaux on it, and that's what she signed for and agreed for us to order Respectfully Landes C***
Complaint: [redacted] I am rejecting this response because: When I first contacted Clure Brother in Febr 2017, they sent Chuck to my house to inspect my mattress and box springsI asked him what they would do and his response was, they will probably replace it with a ***, which would be much better than what I had I did not ask to have it replaced with a ***All I have wanted is to have it replaced with a mattress and box springs of equal value from their storeThey lead me to believe I was getting a replacement from [redacted] that would be a replacement, like what I hadI did not expect to have a replacement of higher quality or more money, or as Lantus put it...replacing a Chevy with a Ford! I just expect to be treated like a valued customer that they are, in my opinion, wanted to be satisfied with a product that I purchased from themLantus makes it sound like I am being unreasonable...I don't think I am I called around to other stores and asked how they handle their warranties...even if they have discontinued that product...not anything like Clure Brothers has done! They have strung this out since Febr and caused me a lot of stress and time from my day to deal with thisOne question on here is if this is a health issue...in a way, yes My husband has SEVERE sleep apnea and has had a hard time dealing with the comfort level of the old mattress and the one they delivered as a replacement When CB called and said they were delivering a replacement, I asked them if it was the right one...they assured me it wasI asked them if they had inspected it...they said they didWhen the delivery people brought it I could see this did not look or feel anything like my old mattress and there were no box springs...the delivery people said I did not need box springs...they were broken also! I called Brett to have him come out...he put me on his schedule for the next day...so, I didn't make the bedWhen he came out he said I was right...this was not the correct replacement and that I did need new box springs He tried to call Alan, with [redacted] and could not get ahold of him and he said he would call me later that day or the next day He never called me and I never heard from anybodyThat is when I contacted the Revdex.comIf Clure Brothers lead me to believe they were handling thisI am holding them accountable and also, [redacted] Either one of them need to issue a check to me, ASAP!!!!!!!!! Regards, [redacted]
To whom it may concern,On 9-29-Mrs*** special ordered (2) *** *** swivel rocker recliners from my salesman Joel T***. She put a $deposit down to get them on order and signed our special order contract that states that there are no refunds or exchanges on special
orders. These were ordered special for Mrs*** and are not part of our regular inventory. Therefore we must have a commitment from our customers that they will keep the product when it arrives. My service manager went to her house to look at them at make sure they weren't defective in any way whatsoever. The chairs are exactly like the one on the showroom floor except for the fabric she special ordered on them. This is a comfort issue. Comfort issues are not covered under manufacturers warranties. I am sorry that Mrs*** is uncomfortable in her chairs, however she did order those exact chairs, and we provided what she wanted at the time. We cannot refund or exchange them due to our special order policy. Respectfully Landes C***
To whom it may concern, This is in response to a complaint by Mr*** ***. Mr*** purchased a (*** *** double reclining sofa *** Praline) on 7-21-in the amount of $949.00. Mr*** did call concerning the cushions on the sofa. On Sept10th my
service manager *** *** went out to look at it. He ordered new cushion cores for the sofa. He explained to Mr*** that if you sit in the same area every day that it would show wear and the cushion would break down in that area before the rest of the sofa, and that it is better to try and sit in the cushions evenly. Mr*** wanted a refund, however we have a hour return policy and will gladly take care of any legitimate warranty issues. *** switched out the cores on October 3rd. Mr*** was still un*** with the sofa so we ordered him complete seat replacement with new fabric, foam, and cores. On Oct31st we replaced the entire seats on the sofa (it is important to note that we replaced these parts to try and appease Mr***, not because of any manufacturing defects) . Mr*** was still not satisfied and called the factory. The factory was nice enough to replace his sofa to appease Mr***. However there was nothing structurally wrong with his sofa to begin with. It was a cosmetic issue, and cosmetic issues do not fall under manufacturers warranties. We delivered the new sofa on Dec12th. I personally inspected the old sofa when it returned to my store and noticed then that the sofa should had never been switched it out. There was nothing wrong with the sofa except the wear. The sofa is one of my best sellers and have never had anyone complain about this issue in the past. Within two weeks of receiving their new sofa they again wanted to bring it back. It is wear and I will not take another sofa back. I have attached a picture of the sofa and as anyone can see it is wear. Unfortunately furniture shows wear if you use it. Respectfully,*** ***
This issue has been resolved now. The manufacturer has issued a refund check
I am in the process of taking care of these customers as I write this letter. I have had trouble finding a furniture repair technician as it is a difficult trade that not many people know or have the skills to do. Unfortunately for Mr. [redacted] he has not been taken care of the way...
that I pride myself on taking care of my customers. However I have found a replacement that I have complete confidence in, and I'm sure will do a good job in taking care of these issues. I will absolutely take care of Mr. [redacted]. My apologies to him and his family, and I will make it right. Respectully Landes C[redacted]
Complaint: [redacted]
I am rejecting this response because:If it would appease Mr. [redacted] I would like to tell what really happened. ON 7/21/14 we purchased a mattress and sofa from Clure Brothers. the sofa was $949.00 plus $55.00 for fabric protection. The day after they delivered our order we went on a weeks vacation. Within three weeks of getting the sofa we noticed a valley forming between the middle cushion and the left side cushion. I'm not sure why Mr. [redacted] keeps bringing up this 48 hr. thing. I'm pretty sure that's for someone who decided the color or style did not go with their home. That was not our problem our problem was that the cushions were breaking down so soon. There is a 12 month warranty on the cushions on this sofa. It took awhile but they finally sent their furniture guy, [redacted] over. He looked at the sofa and agreed there was something wrong. He said they could not give us a new sofa because there were steps they had to go through before that could happen. Mr. [redacted] said in his letter that we ask for a refund at this time. That is not true. I was willing to see what they could do. Their first step was to replace the foam in the cushions. [redacted] came over and took the staples out or the bottom third of our new sofa pulled out the foam of two cushions and stuffed replacement foam in, and stapled the sofa back together. That did not turn out too well. (attachment no. 1) Called them back [redacted] came over again agreed that did not look good. The next step was to replace the bottom of the middle and left side cushions. They did that and after piece milling the sofa together within a week or two the sofa was looking like it did when we started trying to fix it.(attachment no.2) We called again and talked to [redacted] and told him the problem. He told me that it was impossible for it to look like that again and we must be abusing the sofa. According to them abuse is sitting and laying on the sofa. I'm 60 years old I am not into abusing things I pay $1000.00 for. Well he did come over and looked at it. He said he did not understand what was happening he had seen the cushions break down like ours were, but it usually took a year or longer to look like ours did. He said he had never seen two sofas to the same person turn out like they did. (Great lucky me) He left and that afternoon he called and told me he had talked to Best Home Furnishings (The maker of the sofa) and they had agreed to replace the sofa. In his answer Mr. [redacted] says that I had made a phone call to Best Home Furnishings. That is not true. [redacted] Brothers and BHF made that decision, because they knew it was the right thing to do. Well we get a new sofa and within two weeks we have the same problem with the cushions breaking down in the same place.(attachment no.3) Even trying to sit on the middle of the middle cushion you start to tip to the left and end up sitting at a slant with one of your butt cheeks on a hard board.We called again and talked to the manager Jole, and told him what was going on. He said what they might have to do is give us credit for the sofa and we could get a different kind of sofa but [redacted] would have to come over and look at it first. That was fine with us. [redacted] came over looked at the sofa and said he had called BHF and they had decided what we had was normal. (It looks this bad in two weeks what is it going to look like in 6 months.) I had to ask how they decided that when this was the first time he had seen the sofa and BHF had not seen it either. He told me they went off the pictures of the first sofa. I ask why did they go through all of what we did if there was nothing wrong with the first sofa then? That's when he told me he was not going to argue with me and they were not going to do anything else and he walked out. After he left I did call BHF, the one and only time I called them, I ask them if there was a wrong way to sit on their sofas and if they were not made to lay on. That's when the lady laughed and said no they don't make sofas you can't lay on. She said she was sorry but I had to deal with the place that sold me the sofa. Then after that is when I wrote the Revdex.com and was the first time I ask for a refund, enough is enough with these people. I don't know how or why we getting all these bad sofas but we are. People have looked at our sofa and ask if we did our shopping on [redacted] road (that's the road to the dumps) I say no and tell them where we got it. Its embarrassing. If this goes against us we will be [redacted] to give the sofa to Mr [redacted] and he can put in his living room, and when people ask him about it he can proudly say "That's the kind of furniture I sell."
Regards,
[redacted]
We have every customer review and sign for all special orders in our store. Mrs. [redacted] did order Bordeaux when she was in our store. My sales lady Laurie distinctly remembers this purchase. The paperwork she signed says Bordeaux on it, and that's what she signed for and agreed for us to order. Respectfully Landes C[redacted]
Complaint: [redacted]
I am rejecting this response because: When I first contacted Clure Brother in Febr 2017, they sent Chuck to my house to inspect my mattress and box springs. I asked him what they would do and his response was, they will probably replace it with a [redacted], which would be much better than what I had. I did not ask to have it replaced with a [redacted]. All I have wanted is to have it replaced with a mattress and box springs of equal value from their store. They lead me to believe I was getting a replacement from [redacted] that would be a replacement, like what I had. I did not expect to have a replacement of higher quality or more money, or as Lantus put it...replacing a Chevy with a Ford! I just expect to be treated like a valued customer that they are, in my opinion, wanted to be satisfied with a product that I purchased from them. Lantus makes it sound like I am being unreasonable...I don't think I am. I called around to other stores and asked how they handle their warranties...even if they have discontinued that product...not anything like Clure Brothers has done! They have strung this out since Febr and caused me a lot of stress and time from my day to deal with this. One question on here is if this is a health issue...in a way, yes. My husband has SEVERE sleep apnea and has had a hard time dealing with the comfort level of the old mattress and the one they delivered as a replacement. When CB called and said they were delivering a replacement, I asked them if it was the right one...they assured me it was. I asked them if they had inspected it...they said they did. When the delivery people brought it I could see this did not look or feel anything like my old mattress and there were no box springs...the delivery people said I did not need box springs...they were broken also! I called Brett to have him come out...he put me on his schedule for the next day...so, I didn't make the bed. When he came out he said I was right...this was not the correct replacement and that I did need new box springs. He tried to call Alan, with [redacted] and could not get ahold of him and he said he would call me later that day or the next day. He never called me and I never heard from anybody. That is when I contacted the Revdex.com. If Clure Brothers lead me to believe they were handling this... I am holding them accountable and also, [redacted]. Either one of them need to issue a check to me, ASAP!!!!!!!!!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Unfortunately, what Mr.C[redacted] is failing to grasp is that I did not order the Bordeaux. I ordered a chocolate brown. I certainly did not agree to a pink couch with the sales associate.
Regards,
[redacted]
To whom it may concern, We no longer carry [redacted] mattresses. This is a [redacted] warranty and not a Clure Brothers warranty. We have tried to be the middle man in this situation because we are trying to take care of this matter for [redacted]. However it is hard to get a replacement...
mattress shipped here because there are no [redacted] stores in Cheyenne. We are simply relaying what we hear from [redacted]. I'm sorry for [redacted] but I am at the mercy of [redacted] on this deal. [redacted] needs to deal directly with [redacted] on this matter because we no longer carry the line and have no beds on our floor. This matter is still pending as of now. [redacted] will be contacting her to take care of this problem. But it's better if she deals with them directly from now on so she can hold them accountable. P.S. I offered [redacted] half off of any [redacted] on my floor so she could lay on them and pick out a new one that she likes. However I can't just give away a new [redacted] set to replace a [redacted] warranty mattress. That would be like Giving someone a new Ford truck because their Chevy broke down. She needs to deal with [redacted] if she doesn't want to buy another brand.RespectfullyLandes C[redacted]
To Whom It May Concern,On 9-19-15 Mrs. [redacted] special ordered a [redacted] double reclining sofa in fabric [redacted] Bordeaux for $1049.00. Mrs. [redacted] put a $200.00 deposit down to get the sofa on order. At the time of purchase she signed our special order contract agreement that states there...
are no refunds or exchanges on special orders. Since this is not part of our regular inventory we need a commitment from our customers that they will keep whatever they special order. The Bordeaux fabric is the fabric that her and my salesperson agreed upon and the sofa that we ordered that she said she wanted. We cannot return furniture that was ordered special for Mrs. [redacted]. I am sorry that Mrs. [redacted] is unhappy with the fabric she chose but due to our store policy we cannot return special ordered merchandise. ...⇄ Respectfully ...⇄ Landes C[redacted]