Dunlop Family Furniture & Mattress

I am rejecting this response because:The side the they just repaired was the latest pic that I sent to mr [redacted] Is the same side that was stitched itis comming unstitched up the leg all the company is trying to make them self look good but this is the same side he repairedthehe just brought me even afterbeening stitched and replaced times is enough want me refund so I can get a different set that not going to fall apart

I am rejecting this response because:The side the they just repaired was the latest pic that I sent to mr. [redacted] Is the same side that was stitched itis comming unstitched up the leg all the company is trying to make them self look good but this is the same side he repairedthehe just brought me even afterbeening stitched and replaced 7 times is enough want me refund so I can get a different set that not going to fall apart

Good morning, I actually welcome the involvement of a 3rd party, such as Revdex.com, in this situation because the portrayal of the situation will not withstand objective examination. The customer is demanding a $2000 refund in lieu of a repair that we have already offered at no cost to...

him. Please understand that out of all the stitch work on the entire piece, the tiny fraction that is causing the concern is limited to the recliner footrest on the two ends of the dual-reclining sofa. When attempts to repair the stitching did not satisfy the customer, we swapped out the entire seating pad, which included the chaise portion extending over the footrest. When the customer complained again, we wondered if perhaps there was something off with the entire reclining mechanism and opted to exchange the entire bottom portion of his sofa, seating, framework, mechanisms -- everything except for the seat backs. Upon receiving the customer's original unit in our store -- which we still have -- it is clear that the complaints about stitching falling apart are grossly exaggerated.The customer was ultimately able to find complaint with the new unit we delivered and rather than arm-wrestle over expectations, we opted -- entirely at our expense -- to pick up his sofa and take it to a professional upholsterer and returned it the following day. The one true mistake we make in this entire affair is that we neglected to confirm with the upholsterer that we wanted both chaise pads restitched. As a result, only one side was reconstructed. As soon as the customer brought this to our attention -- within minutes of the delivery -- we offered to swap out the entire side of the sofa so that he would not be further inconvenienced by us removing the entire sofa from his house for a day. Despite this offer to immediately address this final remaining concern, the customer decided that a $2000 refund for year old furniture was a more reasonable resolution. We obviously disagree. -- -- --Despite the customer's decision to contact Revdex.com, I am not sure of his true intent given his inflammatory postings in three different areas of Facebook. After attempting to communicate politely with Mr. [redacted] on 12/31/14, it was clear that his only "solution" was for me to refund him $2000 for his furniture. As evidence for how horrible is merchandise is, he sent another picture (attached) that shows the end of a thread that someone along the line failed to clip.  Yet this is what he considers "st" that is "falling apart again."Given his strong-arm bully tactics via Facebook, however, I am quite disinclined to assist further as the last thing I wish to do is reward the customer for his behavior.Cordially,[redacted]

Review: I bought a couch and recliner and the stetching keep comming undone has on both the cough has been fixed 7 times in less then a year cause of the stetching comming undone they have brought me a new one same thing so I have told them that I want my money back or to be compasated cause all he wants to do is stetch it and thats not working and now they dont want to give me my money back for the lemon couch that they sold they have even put the defected one back on there show room floor after they picked it up from me and gave me new one that the stetching has come apart on the new one please dont shop there cause even after all this they wont give me my money back for the junk they sellDesired Settlement: Want to get my money back so I can go somewhere else to get couch and recliner

Business

Response:

Good morning, I actually welcome the involvement of a 3rd party, such as Revdex.com, in this situation because the portrayal of the situation will not withstand objective examination. The customer is demanding a $2000 refund in lieu of a repair that we have already offered at no cost to him. Please understand that out of all the stitch work on the entire piece, the tiny fraction that is causing the concern is limited to the recliner footrest on the two ends of the dual-reclining sofa. When attempts to repair the stitching did not satisfy the customer, we swapped out the entire seating pad, which included the chaise portion extending over the footrest. When the customer complained again, we wondered if perhaps there was something off with the entire reclining mechanism and opted to exchange the entire bottom portion of his sofa, seating, framework, mechanisms -- everything except for the seat backs. Upon receiving the customer's original unit in our store -- which we still have -- it is clear that the complaints about stitching falling apart are grossly exaggerated.The customer was ultimately able to find complaint with the new unit we delivered and rather than arm-wrestle over expectations, we opted -- entirely at our expense -- to pick up his sofa and take it to a professional upholsterer and returned it the following day. The one true mistake we make in this entire affair is that we neglected to confirm with the upholsterer that we wanted both chaise pads restitched. As a result, only one side was reconstructed. As soon as the customer brought this to our attention -- within minutes of the delivery -- we offered to swap out the entire side of the sofa so that he would not be further inconvenienced by us removing the entire sofa from his house for a day. Despite this offer to immediately address this final remaining concern, the customer decided that a $2000 refund for year old furniture was a more reasonable resolution. We obviously disagree. -- -- --Despite the customer's decision to contact Revdex.com, I am not sure of his true intent given his inflammatory postings in three different areas of Facebook. After attempting to communicate politely with Mr. [redacted] on 12/31/14, it was clear that his only "solution" was for me to refund him $2000 for his furniture. As evidence for how horrible is merchandise is, he sent another picture (attached) that shows the end of a thread that someone along the line failed to clip. Yet this is what he considers "st" that is "falling apart again."Given his strong-arm bully tactics via Facebook, however, I am quite disinclined to assist further as the last thing I wish to do is reward the customer for his behavior.Cordially,[redacted]

Consumer

Response:

I am rejecting this response because:The side the they just repaired was the latest pic that I sent to mr. [redacted] Is the same side that was stitched itis comming unstitched up the leg all the company is trying to make them self look good but this is the same side he repairedthehe just brought me even afterbeening stitched and replaced 7 times is enough want me refund so I can get a different set that not going to fall apart