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Di Siena Furniture & Appliance

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Reviews Di Siena Furniture & Appliance

Di Siena Furniture & Appliance Reviews (3)

Please see the enclosed information in response to complaint ID[redacted]The customer called complaining of stains on sofa from Frank's jeans.DiSiena Furniture sent our technician, Paul, who has been our service tech for 20years, out to inspect the sofa on November 15, 2016. He found...

nothingstructurally wrong with the sofa and suggested that he takeia seat casing backwith him so we could send back to Hallagan, as Hallagan had requested to be ableto inspect. [redacted] was upset with this suggestion and refused Paul totake seat casing. [redacted] wanted to reselect instantly and DiSiena explained thatwe have protocol to follow, and she was unhappy with this answer.On November 28, 2017 [redacted] agreed to have us pick up the casing for testing asthis was our protocol to see if fabric was defective but she refused the new casingthat Hallagan had made at no cost. The seat casing was sent back to Hallagan tohave their mill inspect it. On December 21, 2017 [redacted] called and was upsetthat the testing takes this long. We stated that the testing takes time in additionto the time it takes to send the casing to Hallagan and that is why Hallagan hadmade a new seat casing so that they weren't without a piece to their sofa to coverthe seat core. The customer finally agreed to the new casing delivered andinstalled by our technician free of charge as was the first 2 visits, the initial serviceinspection, the 2ND trip to pick up the seat casing and now the 3RD visit to deliverthe new casing that we had in possession when the 2ND visit was made.[redacted] on January 4^^ had stated that he didn't think we even sent the casing toanybody.All of the emails that DiSiena's has had is enclosed along with the log of phoneconversations and the findings from the mill stating that the fabric is not defectiveand again there is nothing structurally wrong with the sofa.

In answer to the complaint from Mr. [redacted], we have sent the seat casingback, per [redacted] we had our service tech of 20 years drop it off on the[redacted]' porch. DiSiena's did offer to have him Install the old seat casing forthem and [redacted] declined the offer. On our conversation otji March 2, 2017DiSiena's offered to have all of the [redacted]' pieces cleaned by a professionalcleaner at no charge to them and she declined that. In our conversation,DiSiena's had asked her if she sat on the new casing that Hallagan had sent themfree of charge, and she said no but DiSiena's asked [redacted] if they could sit on itas much as possible over the next week to see if that seat casing did the samething as their original pieces did. [redacted] agreed they would sit on that casing andDiSiena's will call her on Wednesday March 8, 2017 to see if ijhere was anychange.Our service tech, who has been in service for 20 years believes that it is not thefabric that is defective, as supported by the testing that the mill did, but hebelieves it is the fabric from the clothes that is the issue. He stated that the colorfrom the jeans is what is wearing on the fabric not the fabric color on the couchcoming off on their clothes.We have enclosed a disclaimer from a jean manufacturer about washing jeansbefore you wear them as excess dye would transfer to other Items and this isDiSiena's is still working with [redacted] to see if the new casing shows any wear likethe original pieces and will be speaking with her on March 8, 2017, as she saidFrank [redacted] does not want to discuss this any further and that is why shedeclined Paul to install the old seat casing due to Frank not vyjilling to let himinstall it.In response to [redacted] saying that DiSiena's has done nothing, wefollowed protocol and sent the casing back for testing, and tf|e mill found nodefects in the fabric. DiSiena's has made 4 trips out the [redacted]' to inspectthe pieces, 2"'' to pick up the old casing to send back for testing and the 3"^^ tripwas to install the new casing that they declined on the 2"*^ trip, and the 4^^ tripwas to drop off the old casing, which we offered to install for|them but wasdeclined. We offered to have the pieces professionally cleaned at no charge tothem and [redacted] declined that offer.We are trying to work with them and will call [redacted] on March 8, 2017 to see

February 4, 2.017Better Bussiness BureaU, inc. Upstate New York100:Biyant Woods .South Amherst, NY 142.28Re: Complaint# [redacted]As l stated previously, l purchased furniture at DiSiena Furniture that cost over $4,000.00. After a fewmonth sthe dye from pants-were rubbing off on the fabric of the cushions. I have contacted DiSienaFurniture numerous times since Thanksgiving. They sent a casing from one of our cushions that showedvisibly blue dye to their factory for evaluation. The casing was sent in November.I just received a letter dated January 20, 2017 from their manufacturers "mill", Valdese W[redacted], P.O.[redacted] stating "While we do see areas that exhibit a slightdifference in appearance this is a characteristic of fabrics that employ pile weaves or pile yarns. Thepfimary yarn employed in Home Run. is a novelty spun chenille. Through normal use, the orientation ofthe chenille pile will change, which creates the effect exhibited in the submitted casing".This response does not address the problem. We have an ivory couch and loveseat that cost $4,000.00that is less than one year old and the cushions are stained with dye from jeans and pants. This isunacceptable. The couch looks terrible. We have not sat in the loveseat since we purchased it, and itappears just as when we purchased it. The couch is the furniture we sit on and the dye from clothes ruboff onto the cushions, and the couch is ruined.DiSiena still has not returned the cushion casing they took to "test". We have begged to discuss thisissue with the owner, but the service manager and salesperson will not give us any contact information.We no longer are treated as a customer. DiSiena should stand behind what they sell. When the DiSienaemployee came to pick up the casing, he was very surprised in the appearance. It is obvious the fabric isdefective.$4,000.00 is a lot of money to throw away .. · We have not beeri treated fairly at DiSiena Furnitlire 'shouldat the very least, offer to reupholster the furniture. It isnil good to us as it is now.They sent us another casing to use in the interim while the "mill" was testing our original fabric casing,and the casing does not match our other cushions because it is a different lot number. When they tookthe cushion for testing, we moved another cushion to that spot and it is also picking up dyes frompeople's clothes when they are sitting on the couch. I am sure when they finally return the casing thatwas sent to the manufacturer "mill" if it was cleaned; it will not be long before it is ruined like the restof the cushions.Please help us get the satisfaction we deserve. Thank you. [redacted]
[redacted]

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