Comfy Couch Company

[redacted]:I can only say sorry for your overall experience that you and your father have had.  As of now one other person and myself are in and out of the office checking voicemails and making sure all outstanding issues are taken care of. Any voicemails that I have been able to retrieve when I...

come in I have returned.  I was under the impression that your father was informed that once Ashley delivered his sectional to us that we would be calling him for delivery.  As you can see by the attachment to this his sectional was delivered this morning 02/20/2017.  I have contacted the outside delivery company to get delivery times available and your father will be receiving a call from them to get that set up by tomorrow afternoon. Again I am very sorry that this was not communicated well to you or your father, but his product is here as of this morning at 9 am and it will be delivered to him.

To whom it may concern,                The Issue with Mr. [redacted] has been attended to by our service department many times. Our service technician has gone out multiple times to the site to look at and fix the issues. The...

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 issue. While waiting for the part to come in from overseas which can take up to 12 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 part. The 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 of. Seeing 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 correctly. For 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 them. We then relayed that to the customer and offered them a credit of $800 and to also fix all of the remaining pieces that were experiencing the issue. This included the labor and part cost on us. The customer agreed to that and we set up a time to send the technician out to get the part numbers off the pieces needing replaced. When 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 $800 credit. This is not what was agreed upon. We 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 fixed. Thank you,Kevin R[redacted] Vice President of SalesComfy Couch Co.

Contact flexsteel as stated in previous response concerning the loveseat.  Based on the response that you left you said that Flexsteel called you 12 days ago and they have not contacted you back again.  Did you talk to them or receive a voicemail upon a missed call?  They are the ones that will need to take care of this from this point forward, as it is a manufacturer warranty.  If they determine it otherwise then they will contact guardsman.  Flexsteel customer service phone number ###-###-####.  There is no longer a service tech employed at Comfy Couch Company, so the option is to go through the manufacturer.  You paid for Couch Couch to delivery the product to you home which was completed, not to transport it back and forth. Comfy Couch Company is closed for business so there is not one there to call you concerning this issue.  You have been advised to go through the manufacturer for warranty issues.  They will have to make the decision if it is a defect of their product or not.

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 indicated. Comfy 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.

Our service technician went to the customers home on his way home from work on Tuesday 2-2-2016. He did an inspection on the chair. There was a slight twist in the frame. Our technician was able to fix it but the customer does not want to keep the chair due to it being brand new and being...

delivered to his home that way. We have sent pictures of the chair and a description of the issue on Wednesday 2-3-2016 to the manufacturer to try and get a replacement. for him We are waiting on the manufacturer for their response.

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.