Dixie Ley Diner

This unit was purchased in June and it was replaced in Augdue to crooked moldingWe have not heard anything else from Ms [redacted] until the letter that I've attached dated June 15, 2015, which was sent to me today by the dealerWe have no record of receiving this correspondence I've also attached a letter that was sent to the dealer mentioning the unit is also scratchedOur warranty is for year after purchase for manufacturing defectsWe feel that true defects do present themselves within a year period of timeI am sorry that Ms [redacted] did not contact her dealer during that first year with this issue, we could have had the dealer and our sales repmake a home inspectionI've also been advised that the area Ms [redacted] lives in was severely damaged during hurricane Sandy in OctWe pride ourselves in taking care of our customers and going outside of our warranty but I feel in this case years is beyond our responsibility

I have reviewed the response offer 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
1) I live between 15-miles from the shoreMy development was not at all damaged by SandyThis is absurd to question that assumption
2) I have contacted *** Furniture complaining that the replaced end unit has a foul odorIt smells like mildew and/or moldI want this out of my houseI have repeatedly called customer service at *** to resolve this situation to no availThe odor was present after the new unit was installedI thought the funky smell would dissipate in timeWhen it didn't go away I began calling customer careI even stopped by the store when the *** Mall location was liquidatingI ran it by the salesperson about the smell and also remarked that the finish I received was not the same as shown in the showroomTheir reply was that it was the lighting in the storeI say bullThe finish in the store was definitely lighter then the wall unit I receivedFor the record, at the time of purchase, Hooker did not have any more in stock and I had to wait months for a new shipment from China
3) What am I supposed to do about the smell that continues to emanateEvery time by daughter comes to my house she comments on the funky moldy smell coming directly from that end unitShe won't even sit near there
4) I have serious health issues and this moldy smell I have had to endure has been causing problems for meEither Hooker or *** need to resolve this issue...just do the right thing; that's all I ask

This unit was purchased in June 2012 and it was replaced in Aug. 2012 due to crooked molding. We have not heard anything else from Ms. [redacted] until the letter that I've attached dated June 15, 2015, which was sent to me today by the dealer. We have no record of receiving this correspondence....

I've also attached a letter that was sent to the dealer mentioning the unit is also scratched. Our warranty is for 1 year after purchase for manufacturing defects. We feel that true defects do present themselves within a 1 year period of time. I am sorry that Ms. [redacted] did not contact her dealer during that first year with this issue, we could have had the dealer and our sales rep. make a home inspection. I've also been advised that the area Ms. [redacted] lives in was severely damaged during hurricane Sandy in Oct. 2012. We pride ourselves in taking care of our customers and going outside of our warranty but I feel in this case 3 years is beyond our responsibility.

I am sorry to hear that you are having issues with you recent entertainment console purchase. Our records indicate that you reached out to Hooker Furniture directly via chat on 10/9/2016. We responded and requested that you contact your dealer.All of our case good products carry a one warranty from...

your dealer from the date of original purchase.  When contacting your dealer, they may request photos of the problem areas, as well as a photo of the complete piece to submit for your warranty claim. We stand behind our products and ask that you provide us an opportunity to assist to resolve your issue.Kind regards,[redacted]