Creative Leather Furniture Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is so very sad to me that a company that is suppose to back it's product, simply doesn't The "inspector" was in my home for minutes He did see how the cushions squished down so low Again, according to Creative Leather, I received the "Standard Foam", however again I repeat, I was never informed that there were "other foams" available Also, my question isWhy would even Standard foam break down within months I was told the couch in the show room was years old! It certainly didn't have this problem Something is just not right! But when a company refuses to fix something that is so wrong, and it would cost them $to make this right, well, that's is a sad company in my book
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I never received an offer from Creative Leather to come out to the house to do anything. I had asked twice why they wouldn't at least send someone out to look at the furniture and they refused to do so. I will agree to have them come to the house to check out the furniture and color tests as suggested
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI did call ***, the day the couches arrived as I was so shocked how different they looked from the showroom sample. The leather was not at all what I wanted. I do go to the showroom a few days later and we compared the sample to my cushion. They said it looked the same, I said it did not. They told me it's leather, and all cows are different. I paid a lot of money for these couches and saved up for years to purchase them. I found the only thing they offered me was to pay thousands more to have the leather redone.
As far as the seats and it now being months laterI was told these couches have a lifetime warranty. Their "sales pitch" is very good. However, they fail to tell you that you will pay more money each time you try to do something to fix the couch. They said it would be $per seat cushion to put in another kind of foam. Again, I was never told of the differences in foam when I bought the couches. I simply said I liked the way they couch in the show room felt. My couches are only months old and the cushions are waaaaay too low already. I dread to think what they will be at a year.
They do not stand behind their merchandise and their, "life time warranty" doesn't exsist. Unless I want to pay more money for them to fix what shouldn't have to be fixed in the first place. I am so very disappointed in this store. I expected quality furniture and to be treated professionally. Neither of these things have happened
Regards,
*** ***

While leather is a very durable product it is not designed or intended to resist the kind of pressure and abrasion that is created by pressing on the footrest with shoesIt is clear from the pictures provided and by the customers own admission that the wear on the footrest was caused by this type
of useAs such it is not covered under warrantyDuring the first instance of this for ***, we replaced the footrest with a new one for a minimal charge of 50$This same offer has been extended to *** again.With regard to the large screws that were found underneath the chairSince the chair is currently operating well we cannot assume the screws actually came from the chairRegardless, we have offered to send a technician out to review the chair and replace any screws that may have come out free of chargeWe are currently waiting to hear from *** if they would like us to perform this service for them.Due to the very localized discoloration of the headrest pillow we feel this is caused by environmental factors and is not a manufactures defectAs such, it is not covered by warrantyIf we are allowed to do the evaluation/repair of the mechanism we will have the Technician perform a standard rub test to see of the leather is defective.These offers were extended to *** during the last phone conversation 8/28/Mrs*** was going to discuss it with her husband and get back to us

My husband and I ordered a sofa (custom built) and it was in my family room in less than a month and its AMAZING!!!!!!!!!!!

We couldn't be happier! I just read all the complaints shared on this site and I'm shocked our experience was so much different! Those people must be crazy!

The sales team we worked with were professional, informative and there were no hidden gimmicks they try at big box furniture stores.

I've been purchasing "real" furniture for 20 years and I've learned nothing in life is perfect but our Sofa is pretty darn close!

I spent HOURS researching my other leather sofa alternatives and no other company stands up to Creative Leather as far as quality, workmanship & being able to guarantee their product.

Fabulous product without paying ridiculous prices:-))

On 10/10/13 [redacted] contacted our Customer service department and reported an issue with the furniture that was delivered on 10/5/13. The concern as stated by [redacted] was that the sofas are overstuffed and that the leather color and texture do not match the showroom sample.
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To address the overstuffed issue, we scheduled and dispatched a technician to remove some of the stuffing to meet [redacted]’s specific comfort request. This service was performed at no charge on 10/16/13 and was approved and signed off on by [redacted] at that time.
To address the concerns with regard to the leather color and texture, we requested that [redacted] bring one seat cushion to the showroom to compare and meet with our sales professional to discuss. During that visit with our sales professional, it was found that the color was a match to the showroom samples by both the sales professional and [redacted]. The leather texture was also discussed and it was explained that leather is a natural product and as such the texture from one hide to another will vary. We make every effort to minimize these variations by keeping similar textures together. However since no hide is the same as another, there will be variations. It is these variations that are the trademark of high end leather. The natural markings of scars and texture are hallmarks of high quality, top grain, and natural leather.
During these meetings and phone conversations with [redacted] it became apparent that she was not happy with color of leather she had chosen. Please keep in mind that these sofas were built specifically for [redacted], based on her specifications and as such they are unique and 100% custom built. As per the sales contract terms (attached example) signed by the customer, this product cannot be returned or exchanged. However, in the interest of customer satisfaction, we did extend an offer to recover her sofas in a different leather of her choice at the material cost of only the leather. Creative Leather would cover all labor and other materials required. [redacted] refused this offer.
On 4/21/14 [redacted] contacted our Customer service department and left a voicemail stating that she "sank into the furniture too far". History has shown, that this type of problem description indicates the customer is looking for firmer cushions. We have found that from time to time our customers will request to either increase or decrease the softness of their furniture. While it is not really our concern why, we do our best to accommodate these changes in subjective comfort by providing different density seat cushions. In this case we contacted [redacted] and offered the firm seat cushion upgrade at the cost of the seat cores only (30$ each) and we would dispatch a technician to install them for free. This offer was refused.
These seating core options are available at the time of purchase however; [redacted] found the standard cores to be comfortable as evidenced by the signed approval of the comfort level during the technicians visit on 10/16/13.
In summary, Creative Leather has extended two offers beyond the contractual obligation in the interest of customer satisfaction. Both offers have been refused by [redacted].  These offers will remain valid until 6/1/2014.

I have attached the ad as it ran in the [redacted] on April 13th.  This ad has three different offers for the “Final Weekend” of a month long promotion.  Each offer is clearly shown in separate sections.   As you can see we make every effort to identify these offers and convey...

as much information as possible.  The three distinct offers where;20% off specific leathers  listed – this weekend only.30% off specific leathers listed – this weekend only.Floor Stock Clearance – up to 70% off.As stated this was the “Final Weekend” of a promotion that had been ongoing for several weeks.   As with any floor stock sale, the inventory is limited to the “floor Stock” and much of that inventory is sold quickly during the first weekend due to the large discounts being offered.    During [redacted]’s visit she was shown several pieces of furniture that were part of the floor stock sale.  There are three different furniture styles shown on the ad and each is clearly labeled with the style name and the tag line “In Hundreds of Leathers & Fabrics”, the [redacted].  This is for Identification of the furniture in the pictures to allow our potential customers to identify the style they like.  When viewed in the context of the entire ad, you can clearly see that these are just labels, and are in no way specific to any other text in the ad.   The final line of the ad is “Limited time offer, while supplies last.  Not valid with any other offers.  Offers cannot be combined.  Not all inventory at all locations.  See store for details.”Not only did we did have [redacted] styles as part of the floor stock sale, but, as per this ad the [redacted] style can be custom ordered in any configuration at a 20%-30% discount based on the leather selected.  While the individual elements of this ad can be taken out of context to support the conclusion that the [redacted] is 70% off and available in hundreds of leathers and fabrics we feel that when viewed in the context of the entire ad including visual elements, the offers are clear and are not misleading.

During the showroom visit by [redacted], the sales professional compared the showroom leather swatches to the seat cushion brought in by [redacted]. In the attached photo, you can clearly see the two leather swatches from the showroom on top of the seat cushion. These are the same swatches that [redacted] made her selection from. As with any natural product that is dyed, there can be slight variances in color from one lot to another. That is why there are two swatches for this leather, to show the potential variations. As you can clearly see in the photo, the cushion from [redacted] is an exact match to the swatch. At the close of this meeting, [redacted] stated she satisfied that the leather on her sofa’s matched the swatches at the showroom.
Per your statement, you "…liked the way the couch in the showroom felt." As any good sales professional would be listening to your comments, it is easy to conclude that you wanted the standard foam. With the number of choices that must be made during the design stage, our professionals do everything possible to make the process as easy as possible.
Our warranty is a Limited Lifetime warranty against material defects and specifically excludes softening.  Our warranty can be found on the web at http://www.[redacted].com/[redacted].pdf
In the interest of customer satisfaction, Creative Leather has extended two offers beyond the contractual obligation. These offers will remain valid until 6/1/2014.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What are the 2 offers they have extended?  They were not in the correspondence.  Are they going to fix my sagging cushions?  It is unbelievable to me that after only 6 months the cushions are in such poor condition.  I would expect at the very least they would fix the cushions with the appropriate material.  I was told that the couch I sat on in the showroom, had been there for years.  It certainly wasn't sagging as my cushions are. 
Thank you,
[redacted]

Paragraph 4 and 5 of the original response to this complaint contain the terms of the offers we have extended. Both of these offers are outside of the original sales agreement and manufacture warranty. As per that response on 4/30, both of these offers expired on 6/1/2014.
At this time we will extend the offer in paragraph 5 until 7/1/2014. This offer was to upgrade the seat cushions to a firm core at our cost of materials only (30$ per seat) and we will provide in-home installation services at no charge.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is so very sad to me that a company that is suppose to back it's product, simply doesn't.  The "inspector" was in my home for 5 minutes.  He did see how the cushions squished down so low.  Again, according to Creative Leather, I received the "Standard Foam", however again I repeat, I was never informed that there were "other foams" available.  Also,  my question is... Why would even Standard foam break down within 6 months.  I was told the couch in the show room was 10 years old!  It certainly didn't have this problem.  Something is just not right!  But when a company refuses to fix something that is so wrong, and it would cost them $180 to make this right,  well, that's is a sad company in my book.

Regards,

I have attached the ad as it ran in the [redacted] on April 13th.  This ad has three different offers for the “Final Weekend” of a month long promotion.  Each offer is clearly shown in separate sections.   As you can see we make every effort to identify these offers and convey...

as much information as possible.  The three distinct offers where;20% off specific leathers  listed – this weekend only.30% off specific leathers listed – this weekend only.Floor Stock Clearance – up to 70% off.As stated this was the “Final Weekend” of a promotion that had been ongoing for several weeks.   As with any floor stock sale, the inventory is limited to the “floor Stock” and much of that inventory is sold quickly during the first weekend due to the large discounts being offered.    During [redacted]’s visit she was shown several pieces of furniture that were part of the floor stock sale.  There are three different furniture styles shown on the ad and each is clearly labeled with the style name and the tag line “In Hundreds of Leathers & Fabrics”, the [redacted].  This is for Identification of the furniture in the pictures to allow our potential customers to identify the style they like.  When viewed in the context of the entire ad, you can clearly see that these are just labels, and are in no way specific to any other text in the ad.   The final line of the ad is “Limited time offer, while supplies last.  Not valid with any other offers.  Offers cannot be combined.  Not all inventory at all locations.  See store for details.”Not only did we did have [redacted] styles as part of the floor stock sale, but, as per this ad the [redacted] style can be custom ordered in any configuration at a 20%-30% discount based on the leather selected.  While the individual elements of this ad can be taken out of context to support the conclusion that the [redacted] is 70% off and available in hundreds of leathers and fabrics we feel that when viewed in the context of the entire ad including visual elements, the offers are clear and are not misleading.

My husband and I had THEE BEST EXPERIENCE at Creative Leather...from Sue to Mike and everything in between. We had been looking for MONTHS for the right set, and after shopping around everything just seemed "cheap". We always check "reviews" and when we saw the reviews of all the furniture places we visited, we didn't feel we could trust anyone but Creative Leather. Now we just had to find the furniture. Sue was so patient with us (and FUN), as was Mike, as we came back over and over again perplexed as to what to get. We have never purchased "custom" furniture, so we were nervous about what we would receive. Once we found the sectional we liked, we looked over the leather samples and it was a no brainer as to the quality leather we wanted. They told us our furniture would arrive in 4-8 weeks, and it arrived in FOUR weeks! When does that ever happen??? What a blessing. When they pulled it off the truck, my mouth dropped open. It was BEAUTIFUL...FAR AND ABOVE better than we ever expected. High quality furniture that will last us a lifetime! Thank you Creative Leather!! Great customer service!!

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I never received an offer from Creative Leather to come out to the house to do anything.  I had asked twice why they wouldn't at least send someone out to look at the furniture and they refused to do so.   I will agree to have them come to the house to check out the furniture and color tests as suggested.

Regards,

My husband and I ordered a sofa (custom built) and it was in my family room in less than a month and its AMAZING!!!!!!!!!!!

We couldn't be happier! I just read all the complaints shared on this site and I'm shocked our experience was so much different! Those people must be crazy!

The sales team we worked with were professional, informative and there were no hidden gimmicks they try at big box furniture stores.

I've been purchasing "real" furniture for 20 years and I've learned nothing in life is perfect but our Sofa is pretty darn close!

I spent HOURS researching my other leather sofa alternatives and no other company stands up to Creative Leather as far as quality, workmanship & being able to guarantee their product.

Fabulous product without paying ridiculous prices:-))

During the showroom visit by [redacted], the sales professional compared the showroom leather swatches to the seat cushion brought in by [redacted]. In the attached photo, you can clearly see the two leather swatches from the showroom on top of the seat cushion. These are the same swatches that [redacted] made her selection from. As with any natural product that is dyed, there can be slight variances in color from one lot to another. That is why there are two swatches for this leather, to show the potential variations. As you can clearly see in the photo, the cushion from [redacted] is an exact match to the swatch. At the close of this meeting, [redacted] stated she satisfied that the leather on her sofa’s matched the swatches at the showroom.

Per your statement, you "…liked the way the couch in the showroom felt." As any good sales professional would be listening to your comments, it is easy to conclude that you wanted the standard foam. With the number of choices that must be made during the design stage, our professionals do everything possible to make the process as easy as possible.

Our warranty is a Limited Lifetime warranty against material defects and specifically excludes softening.  Our warranty can be found on the web at http://www.[redacted].com/[redacted].pdf

In the interest of customer satisfaction, Creative Leather has extended two offers beyond the contractual obligation. These offers will remain valid until 6/1/2014.

While leather is a very durable product it is not designed or intended to resist the kind of pressure and abrasion that is created by pressing on the footrest with shoes. It is clear from the pictures provided and by the customers own admission that the wear on the footrest was caused by this type...

of use. As such it is not covered under warranty. During the first instance of this for [redacted], we replaced the footrest with a new one for a minimal charge of 50$. This same offer has been extended to [redacted] again.With regard to the 3 large screws that were found underneath the chair. Since the chair is currently operating well we cannot assume the screws actually came from the chair. Regardless, we have offered to send a technician out to review the chair and replace any screws that may have come out free of charge. We are currently waiting to hear from [redacted] if they would like us to perform this service for them.Due to the very localized discoloration of the headrest pillow we feel this is caused by environmental factors and is not a manufactures defect. As such, it is not covered by warranty. If we are allowed to do the evaluation/repair of the mechanism we will have the Technician perform a standard rub test to see of the leather is defective.These offers were extended to [redacted] during the last phone conversation 8/28/2014. Mrs. [redacted] was going to discuss it with her husband and get back to us.

Paragraph 4 and 5 of the original response to this complaint contain the terms of the offers we have extended. Both of these offers are outside of the original sales agreement and manufacture warranty. As per that response on 4/30, both of these offers expired on 6/1/2014.

At this time we will extend the offer in paragraph 5 until 7/1/2014. This offer was to upgrade the seat cushions to a firm core at our cost of materials only (30$ per seat) and we will provide in-home installation services at no charge.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did call [redacted], the day the couches arrived as I was so shocked how different they looked from the showroom sample.  The leather was not at all what I wanted.  I do go to the showroom a few days later and we compared the sample to my cushion.  They said it looked the same, I said it did not.  They told me it's leather, and all cows are different.  I paid a lot of money for these couches and saved up for 3 years to purchase them.  I found the only thing they offered me was to pay thousands more to have the leather redone. 

 

As far as the seats and it now being 6 months later... I was told these couches have a lifetime warranty.  Their  "sales pitch" is very good.  However, they fail to tell you that you will pay more money each time you try to do something to fix the couch.  They said it would be $30 per seat cushion to put in another kind of foam.  Again, I was never told of the differences in foam when I bought the couches.  I simply said I liked the way they couch in the show room felt.  My couches are only 6 months old and the cushions are waaaaay too low already.  I dread to think what they will be at a year. 

 

They do not stand behind their merchandise and their, "life time warranty" doesn't exsist.  Unless I want to pay more money for them to fix what shouldn't have to be fixed in the first place.  I am so very disappointed in this store.  I expected quality furniture and to be treated professionally.  Neither of these things have happened.

Regards,

 

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

What are the 2 offers they have extended?  They were not in the correspondence.  Are they going to fix my sagging cushions?  It is unbelievable to me that after only 6 months the cushions are in such poor condition.  I would expect at the very least they would fix the cushions with the appropriate material.  I was told that the couch I sat on in the showroom, had been there for years.  It certainly wasn't sagging as my cushions are. 

Thank you,