Comfy Couch Company

We have worked with the manufacturer concerning this customers accent chairThe manufacturer decided to replace the chair and have us donate the one the customer currently hasThe order has been placed.Mr [redacted] has been given the news that the manufacturer is replacing the chair and that it will take approximately 8-weeks to arrive to us from the manufacturer He will have use of the one he currently has in his home and when the new one comes in we will exchange themWe will contact the customer to arrange a day to exchange the chair for him

Please see attachedI reached out to the GM who sent me this invoice today as a last resort, but the email was returned.Many thanks, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me provided that the piece does actually arrive circa the time frame indicatedComfy Couch and/or Guardsman will need to contact me for an updated physical address for mailing as that has changed since the original claim was filed

To whom it may concern, The Issue with Mr [redacted] has been attended to by our service department many timesOur service technician has gone out multiple times to the site to look at and fix the issuesThe original complaint was about one piece on the sectional We sent the technician out and worked with the manufacturer to get the part ordered to fix the issueWhile waiting for the part to come in from overseas which can take up to weeks , the customer called in again saying it was happening on a 2nd piece of the sectional So we went ahead and said to the customer we will go ahead and order that part for that piece now When that part came in we brought both pieces back to our warehouse to fix First piece was completed, and when starting the 2nd piece we realized the wrong part had been sent by the manufacturer’s rep, so we needed to re-order it again We took the pieces back to the customer and let them know we had to reorder that partThe part is now here, ready to install We then contacted the manufacturer to see what could be done at this point to try to get the customer taken care ofSeeing as the manufacturer or any extended warranty does not cover fading, cracking or peeling of leather; because the environments in which the pieces are kept are not consistent across all households and can cause damage if not kept and maintained correctlyFor instance if the piece is kept in direct sunlight or cleaned with a corrosive product that is not something we as the retailer or the manufacturer can control The manufacturer let us know that they would give us a partial credit for the pieces, which we will pass down to the customer and refund back to themWe then relayed that to the customer and offered them a credit of $and to also fix all of the remaining pieces that were experiencing the issueThis included the labor and part cost on usThe customer agreed to that and we set up a time to send the technician out to get the part numbers off the pieces needing replacedWhen the technician arrived to get the part numbers and he was told by the customer that we were replacing the whole sectional and giving him the $creditThis is not what was agreed uponWe are trying to get the customer taken care of based on what the manufacturer is telling us based on that the furniture has been delivered about a year ago We are also going above this by offering free labor and parts to get this issue fixedThank you,Kevin R [redacted] Vice President of SalesComfy Couch Co

The piece that is needed for this customer has been reordered and Guardsman has been notifiedThe piece is estimated to arrive to us the week of 1/16/and will be shipped to the customer via UPS as soon as we receive itWe are doing everything we can to get this customer taken care of

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me However this complaint should not be considered resolved until the new chair arrives and is acceptable conditionPer Comfy Couch this will be another weeks

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me.

Comfy Couch Company is closed for business now If there is issues with your product please contact the manufacturer Flexsteel Customer Service at ###-###-#### or http://www.flexsteel.com/about-us/contact-us Flexsteel has their own manufacturer warranty, and depending on the issue they may contact the extended warranty company But start with the manufacturer

The manager that Mr*** dealt with when ordering his Flexsteel chair in November is no longer with our company Kevin R*** our VP of Sales reached out to Mr*** yesterday 02/08/to discuss the situation to see if we could get the arm covers taken care of for him as he was
promised them by our former manager of the storeAlso to apologize on our company's behalf that he was given information that was not correct We can only apologize and try to get Mr, *** taken care of Mr*** opted to not want the chair and have his money back which we would gladly do as the product was not what he wanted His credit card company has already charged back the original charge of on 02/05/which we will not ask for reversal on Mr*** mentioned that he wrote a letter, and when we receive it to give him a call back So as soon as that is received at the store or corporate as we are not sure what address the letter has been sent to we will call Mr *** Again we apologize that Mr*** was not given the correct information by a former employee, but that situation has been since taken care of

*** *** purchased a sectional from our previous location on Morse road on 12/10/for $This product was delivered to his home on 12/13/On 01/10/the customer called to report that he has springs loose in his chaiseWhen he was contacted by our service department the
service coordinator at the time did let him know that there is $fee plus tax to come out to his home as his year service warranty had expired The former coordinator did make an exception for the customer this one time and only charged him $for a service fee rather than the full $The service was performed and the springs were fixed on 01/19/The customer then called on 12/13/to report that the pull handle on his armless recliner had broken and that he had another spring issueThe current service coordinator informed him that there would be a service fee of $to come out to the home and that we did have the part for his pull handleThe customer was unhappy that we would not make another exception for him and informed us that he would be making a complaint to the Revdex.comThe customer is within the manufacturer’s warranty for parts so those are at no cost for the customer but he well out of the 1-year service warranty through Comfy Couch so there is a fee for us to go out and service his product. And that fee is $plus tax as it was back in

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and after careful consideration, I've decided to accept the resolution offered, which is to replace the leather on all pieces, same as what was done to the first section and return $800 to me

Please see attached response and warranty information from the product manufacturer

In response to Complaint ID [redacted]
Upon receiving the letter from the [redacted]’s Comfy Couch
Company reached out to the warranty company Guardsman to find out what had
happened with the customer’s claim that was filed from 2014 through them.  It was denied through Guardsman because...

the
warranty through them (as well as the vendor) does not cover peeling, fading,
stretching, etc. Guardsman is meant for the accidents that can happen including
spills, tears such as pens tearing though, burns, buttons, and zipper breakage,
etc. With the vendors we sell in our stores, we offer a one year warranty
through our company. If the customer buys the 5 year warranty plan, they have
to go through Guardsman for any claims.  We
have no access to claims at Guardsman. 
The only time we are involved with the claims is if Guardsman deems the
product past repair and it needs replaced. In that case, we order the product
and deliver it to the customer.  The
Guardsman and Southern Motion warranties are attached showing the above stated
leather information.
The customer purchased the furniture in 2011.  The claim through Guardsman was filed in 2014,
which we as a company have no access to know that it was denied.  We have no control over Guardsman decisions,
as they are a separate company.   We
received this letter from the customer and we are doing everything that we can
for five year old furniture pieces that are not covered under our company after
1 year.  Our service technician has
reached out to the [redacted]’s to discuss the leather and the proper care of
the product to try to figure out what could have happened to cause the
peeling.  Leather can be durable fabric
but must be properly taken care of through cleaning and wiping it down
periodically to clean off oils, etc.
Working with Guardsman, and the vendor, we have been able to
offer the customer 40% off retail cost for a new set of their choice.  This information was given by our service
techinician to the customer. Comfy Couch is waiting to hear back from them to
see if this is satisfactory.

We have worked with the manufacturer concerning this customers accent chair. The manufacturer decided to replace the chair and have us donate the one the customer currently has. The order has been placed.Mr. [redacted] has been given the news that the manufacturer is replacing the chair and that it will take approximately 8-10 weeks to arrive to us from the manufacturer.  He will have use of the one he currently has in his home and when the new one comes in we will exchange them. We will contact the customer to arrange a day to exchange the chair for him.

The piece that is needed for this customer has been reordered and Guardsman has been notified. The piece is estimated to arrive to us the week of 1/16/17 and will be shipped to the customer via UPS as soon as we receive it. We are doing everything we can to get this customer taken care of.

I currently waiting to see if the chair gets replaced.  Their response was true they tech did come to the house and did rap and twist the chair as the wood cracked.  The chair should not have a had bent from as I ordered two of them and the other one does not have a bent frame.  This may have caused internal damage as none of us know.  The chair obviously is defective due to the farm being bent.  In the store I bought a chair with a straight frame not a bent one.

Flexsteel contacted me about 12 days ago but have not called me back. My loveseat is still not fixed.  The person that I spoke with said that if they aren't able to fix the firniture at my house that I would have to take it to them. I am 63 and this furniture is very heavy. I paud comfy couch for the delivery and feel it is their problem to move this furniture if needed but I have not heard anything further from them.

Please see attached. I reached out to the GM who sent me this invoice today as a last resort, but the email was returned.Many thanks,[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  However this complaint should not be considered resolved until the new chair arrives and is acceptable condition. Per Comfy Couch this will be another 10 weeks.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.