Creative Leather Furniture

I shopped Valley-wide for a great chair to meet my needs, including some back issuesAfter 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 referralsUnfortunately, our experience post-purchase has been atrociousWe did receive two visits to "dial the chair in", though our technician said this chair should never have been sold to someone with my issuesSo we went to the customer service manager who was more rude than any other retail executive I've ever dealt withHe informed me that our contract was for a constructed chair-- and that comfort was entirely the consumer's to bearNever mind, the nicely appointed showroom designed to make sales, the team that assured our satisfaction was the company's top priorityThe contract was for a chair to be built and a chair was builtPeriodSo 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 avoidI want to underscore the very poor service we received from the executive in charge of customer serviceHe became contentious before we had fully explained our circumstanceHe seemed pleased that their ratings used to be in the dumper-- but now are greatly improvedI can only assume, from my experience, that most consumers are scorned into submission by a heavy-handed arroganceSo that's me...silent and submissive-- when all I wanted was a $chair that didn't exacerbate my issuesThe 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

Paragraph and of the original response to this complaint contain the terms of the offers we have extendedBoth of these offers are outside of the original sales agreement and manufacture warrantyAs per that response on 4/30, both of these offers expired on 6/1/ At this time we will extend the offer in paragraph until 7/1/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

On 10/10/ [redacted] contacted our Customer service department and reported an issue with the furniture that was delivered on 10/5/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 /> To address the overstuffed issue, we scheduled and dispatched a technician to remove some of the stuffing to meet [redacted] ’s specific comfort requestThis service was performed at no charge on 10/16/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 discussDuring 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 varyWe make every effort to minimize these variations by keeping similar textures togetherHowever since no hide is the same as another, there will be variationsIt is these variations that are the trademark of high end leatherThe 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 chosenPlease keep in mind that these sofas were built specifically for [redacted] , based on her specifications and as such they are unique and 100% custom builtAs per the sales contract terms (attached example) signed by the customer, this product cannot be returned or exchangedHowever, 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 leatherCreative Leather would cover all labor and other materials required [redacted] refused this offer On 4/21/ [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 cushionsWe have found that from time to time our customers will request to either increase or decrease the softness of their furnitureWhile it is not really our concern why, we do our best to accommodate these changes in subjective comfort by providing different density seat cushionsIn 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 freeThis 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/ In summary, Creative Leather has extended two offers beyond the contractual obligation in the interest of customer satisfactionBoth offers have been refused by [redacted] These offers will remain valid until 6/1/

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 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 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]

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 cushionThese are the same swatches that [redacted] made her selection fromAs with any natural product that is dyed, there can be slight variances in color from one lot to anotherThat is why there are two swatches for this leather, to show the potential variationsAs you can clearly see in the photo, the cushion from [redacted] is an exact match to the swatchAt 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 foamWith 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 obligationThese offers will remain valid until 6/1/