Creative Leather Furniture Inc.

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 shopped Valley-wide for a great chair to meet my needs, including some back issues. After being assured by our salesperson [Toby...very nice] that should the chair not prove workable, the company would do everything to make us a happy client since their business is built on referrals. Unfortunately, our experience post-purchase has been atrocious. We did receive two visits to "dial the chair in", though our technician said this chair should never have been sold to someone with my issues. So we went to the customer service manager who was more rude than any other retail executive I've ever dealt with. He informed me that our contract was for a constructed chair-- and that comfort was entirely the consumer's to bear. Never mind, the nicely appointed showroom designed to make sales, the team that assured our satisfaction was the company's top priority. The contract was for a chair to be built and a chair was built. Period. So please, beware! The premium cost of this chair combined with the disappointment in its most basic function-- comfort-- makes this a business I recommend that you avoid. I want to underscore the very poor service we received from the executive in charge of customer service. He became contentious before we had fully explained our circumstance. He seemed pleased that their ratings used to be in the dumper-- but now are greatly improved. I can only assume, from my experience, that most consumers are scorned into submission by a heavy-handed arrogance. So that's me...silent and submissive-- when all I wanted was a $3000 chair that didn't exacerbate my issues. The only offer, in case you're wondering, for making it right? Beware, because it was either additional [or less] padding OR a 50% re-stocking fee.

Since we have reviewed this case and have made multiple responses I will keep this as concise as possible. It is my hope that you will review these points in an objective manner.
 

Loss of resiliency/softening is specifically excluded per the manufacture warranty. (Page 1 Paragraph 6) Our manufacturer’s warranty has not materially changed since our founding in 1990.

Seat core failure can be identified visually. I have attached four photos showing a failed/defective seat core (labeled "Failed Seat core 1-4). As you can see in these photos, the front of the core is no longer returning to its normal, square shape. It remains deformed, sloping forward and has an obvious bulbous appearance in the front.

As per your request we did a full on-site inspection of the furniture. This inspection occurred on 6/25/14. All aspects of the suspension, frame and seat cores were reviewed by a technician with over 25 years of furniture repair experience. (Note: Customer was not available for the first attempt to inspect on 6/17 and was re-scheduled for 6/25).

All components were found to be free of material and workmanship defects. No seat core failure was observed by the technician.

Customer provided photos also show no evidence of any seat core failure.
If you do not find that we have fairly and in accordance with our warranty, then I would request an explanation of your findings for our review and consideration. We take these issues very seriously and will give your findings our attention. It is not our desire to mislead or take advantage of our customers. We do all we can to establish guidelines and expectations for our customers that match ours. We are always looking for ways to improve this process.

Thank you –

 
*. [redacted]
Director of Information Technologies, Customer Relations, and Distribution 
Loss of resiliency/softening is specifically excluded per the manufacture warranty. (Page 1 Paragraph 6) Our manufacturer’s warranty has not materially changed since our founding in 1990.

 

 

Seat core failure can be identified visually. I have attached four photos showing a failed/defective seat core (labeled "Failed Seat core 1-4). As you can see in these photos, the front of the core is no longer returning to its normal, square shape. It remains deformed, sloping forward and has an obvious bulbous appearance in the front.

 

 

As per your request we did a full on-site inspection of the furniture. This inspection occurred on 6/25/14. All aspects of the suspension, frame and seat cores were reviewed by a technician with over 25 years of furniture repair experience. (Note: Customer was not available for the first attempt to inspect on 6/17 and was re-scheduled for 6/25).

 

 

All components were found to be free of material and workmanship defects. No seat core failure was observed by the technician.

 

 

Customer provided photos also show no evidence of any seat core failure.

 

 

 

 

 

 
If you do not find that we have fairly and in accordance with our warranty, then I would request an explanation of your findings for our review and consideration. We take these issues very seriously and will give your findings our attention. It is not our desire to mislead or take advantage of our customers. We do all we can to establish guidelines and expectations for our customers that match ours. We are always looking for ways to improve this process.

Thank you –

 
A. [redacted]
Director of Information Technologies, Customer Relations, and Distribution 
Loss of resiliency/softening is specifically excluded per the manufacture warranty. (Page 1 Paragraph 6) Our manufacturer’s warranty has not materially changed since our founding in 1990.

 

 

Seat core failure can be identified visually. I have attached four photos showing a failed/defective seat core (labeled "Failed Seat core 1-4). As you can see in these photos, the front of the core is no longer returning to its normal, square shape. It remains deformed, sloping forward and has an obvious bulbous appearance in the front.

 

 

As per your request we did a full on-site inspection of the furniture. This inspection occurred on 6/25/14. All aspects of the suspension, frame and seat cores were reviewed by a technician with over 25 years of furniture repair experience. (Note: Customer was not available for the first attempt to inspect on 6/17 and was re-scheduled for 6/25).

 

 

All components were found to be free of material and workmanship defects. No seat core failure was observed by the technician.

 

 

Customer provided photos also show no evidence of any seat core failure.

 

 

 

 

 

 
If you do not find that we have fairly and in accordance with our warranty, then I would request an explanation of your findings for our review and consideration. We take these issues very seriously and will give your findings our attention. It is not our desire to mislead or take advantage of our customers. We do all we can to establish guidelines and expectations for our customers that match ours. We are always looking for ways to improve this process.

Thank you –

 
A. [redacted]
Director of Information Technologies, Customer Relations, and Distribution 
Loss of resiliency/softening is specifically excluded per the manufacture warranty. (Page 1 Paragraph 6) Our manufacturer’s warranty has not materially changed since our founding in 1990.

 

 

Seat core failure can be identified visually. I have attached four photos showing a failed/defective seat core (labeled "Failed Seat core 1-4). As you can see in these photos, the front of the core is no longer returning to its normal, square shape. It remains deformed, sloping forward and has an obvious bulbous appearance in the front.

 

 

As per your request we did a full on-site inspection of the furniture. This inspection occurred on 6/25/14. All aspects of the suspension, frame and seat cores were reviewed by a technician with over 25 years of furniture repair experience. (Note: Customer was not available for the first attempt to inspect on 6/17 and was re-scheduled for 6/25).

 

 

All components were found to be free of material and workmanship defects. No seat core failure was observed by the technician.

 

 

Customer provided photos also show no evidence of any seat core failure.

 

 

 

 

 

 
If you do not find that we have fairly and in accordance with our warranty, then I would request an explanation of your findings for our review and consideration. We take these issues very seriously and will give your findings our attention. It is not our desire to mislead or take advantage of our customers. We do all we can to establish guidelines and expectations for our customers that match ours. We are always looking for ways to improve this process.

Thank you –

 
A. [redacted]
Director of Information Technologies, Customer Relations, and Distribution