Initial Business Response / [redacted] (1000, 6, 2015/04/08) */ Island Furniture's response to the consumer's original complaint is as follows: [redacted] , prior to selecting the right chair, tried multiple styles and sizes and once she selected the chair of her choice, she customized ordered it in her choice of style, size and color and waited months for it to come from [redacted] Like all [redacted] s chair clients they choose the "right chair" for them *The manufacturer of the [redacted] s chairs, [redacted] , does provide a manufacturer's warranty on defects, but not a comfort warrantyThe responsibility is upon the client to go through the selection process, which [redacted] did *When the customer suggested4n the seventh month that there was something wrong with it mechanically, Island Furniture scheduled a service technician to visit Mrs ***'s houseThe technician checked the chair over and demonstrated the functionality and explained to [redacted] that the chair was working properly [redacted] Chairs do not need to be on carpetIn fact, the manufacturer supplies felt pads for the chairs as hardwood floor protectors if required *In closing, it's unfortunate that [redacted] finds her chair uncomfortable but the [redacted] s chair selection process, once again, gives the customer many options of styles and sizes to ensure that the customer makes the selection that's right for them before custom ordering [redacted] In fact, Island Furniture's policy is posted on the Sales Counter, "No Refunds on Layaway Deposits or Special Orders Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As indicated in my complaint, I went into the store in [redacted] (second month after purchase) and told Island Furniture there was something wrong with the chair--that it was extremely uncomfortable to sit in and I was told by Island Furniture that the chair just needed to be broken in(I also explained at that time why I had not come into the store earlier)I went back to the store twice in [redacted] (sixth month after purchase) and told [redacted] again that the chair was still causing me problemsA service technician was finally scheduled after I mentioned that the chair was not rotating and the service technician made that perfectly clear when he came to my house (that his work order only indicated that the chair was not swiveling) and he told me that was all he could help me withI had hoped that Island Furniture was sending someone to check the chair for mechanical defects as well but as I already indicted, the technician said no, his work order only indicated that the chair did not swivelHe did, however, sit in the chair and demonstrated that the chair swiveled now that it was placed on a piece of carpet and he said that the chair felt fine but I don't consider that as "checking the chair over" [redacted] ? It was the service technical who told me that chair needed to be on carpet in order to swivel but as you can see Island Furniture disputes this [redacted] Again the swivel action was only secondary to me as I did/do not use the chair, but it does appear that Island Furniture and their service technician have very different opinions on how the chair works best [redacted] ? [redacted] As I also indicated in my complaint, the [redacted] ads are all about comfort so why shouldn't I expect the chair to be comfortable? " [redacted] [redacted] " [redacted] "[redacted] " [redacted] " [redacted] "Island Furniture is selling these chairs and promoting how comfortable they are yet when I tell them (soon after purchasing) that the chair isn't very comfortable they refuse to act on my complaint and just tell me the chair needs to be broken in [redacted] " [redacted] " so you see " [redacted] " [redacted] " [redacted] " [redacted] ' " [redacted] ." Final Business Response / [redacted] (4000, 10, 2015/04/28) */ Please allow us to reiterate our position on this matter [redacted] chairs come in a variety of styles and sizesAll of our [redacted] customers go through the same processThat is, they try all the floor models to determine the right chair given the client's size, comfort level, and health issues *The client, in fact, went through this processWe have determined from a service call that there is nothing structurally wrong with the chairWhereby we can appreciate the client's displeasure with the chair, [redacted] or Island Furniture does not offer Comfort Warranty GuaranteesIn fact, Island Furniture's policy on custom orders is clearly posted at the Sales Counter, "No refunds on Layaways or Custom Orders" Final Consumer Response / [redacted] (4200, 12, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a solution
Initial Business Response /* (1000, 6, 2015/04/08) */
Island Furniture's response to the consumer's original complaint is as follows:
[redacted], prior to selecting the right chair, tried multiple styles and sizes and once she
selected the chair of her choice, she customized ordered it in her...
choice of style, size and color and waited months for it to come from [redacted]. Like all [redacted]s chair clients they choose the "right chair" for them.
*The manufacturer of the [redacted]s chairs, [redacted], does provide a manufacturer's warranty on defects, but not a comfort warranty. The responsibility is upon the client to go through the selection process, which [redacted] did.
*When the customer suggested4n the seventh month that there was something wrong with it
mechanically, Island Furniture scheduled a service technician to visit Mrs [redacted]'s house. The technician checked the chair over and demonstrated the functionality and explained to [redacted] that the chair was working properly.
[redacted] Chairs do not need to be on carpet. In fact, the manufacturer supplies felt pads for the chairs as hardwood floor protectors if required.
*In closing, it's unfortunate that [redacted] finds her chair uncomfortable but the [redacted]s
chair selection process, once again, gives the customer many options of styles and sizes to ensure that the customer makes the selection that's right for them before custom ordering.
[redacted] In fact, Island Furniture's policy is posted on the Sales Counter, "No Refunds on Layaway Deposits or Special Orders
.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As indicated in my complaint, I went into the store in[redacted] (second month after purchase) and told Island Furniture there was something wrong with the chair--that it was extremely uncomfortable to sit in and I was told by Island Furniture that the chair just needed to be broken in. (I also explained at that time why I had not come into the store earlier). I went back to the store twice in [redacted] (sixth month after purchase) and told [redacted] again that the chair was still causing me problems. A service technician was finally scheduled after I mentioned that the chair was not rotating and the service technician made that perfectly clear when he came to my house (that his work order only indicated that the chair was not swiveling) and he told me that was all he could help me with. I had hoped that Island Furniture was sending someone to check the chair for mechanical defects as well but as I already indicted, the technician said no, his work order only indicated that the chair did not swivel. He did, however, sit in the chair and demonstrated that the chair swiveled now that it was placed on a piece of carpet and he said that the chair felt fine but I don't consider that as "checking the chair over". [redacted]?
It was the service technical who told me that chair needed to be on carpet in order to swivel but as you can see Island Furniture disputes this. [redacted]. Again the swivel action was only secondary to me as I did/do not use the chair, but it does appear that Island Furniture and their service technician have very different opinions on how the chair works best. [redacted]? [redacted]
As I also indicated in my complaint, the [redacted] ads are all about comfort so why shouldn't I expect the chair to be comfortable? "[redacted]. [redacted]" [redacted]".....[redacted]". [redacted] "[redacted]". Island Furniture is selling these chairs and promoting how comfortable they are yet when I tell them (soon after purchasing) that the chair isn't very comfortable they refuse to act on my complaint and just tell me the chair needs to be broken in. [redacted] ".... [redacted]" so you see "[redacted]" [redacted] "[redacted]". [redacted]' "[redacted]."
Final Business Response /* (4000, 10, 2015/04/28) */
Please allow us to reiterate our position on this matter.
[redacted] chairs come in a variety of styles and sizes. All of our [redacted] customers go through the same process. That is, they try all the floor models to determine the right chair given the client's size, comfort level, and health issues.
*The client, in fact, went through this process. We have determined from a service call that there is nothing structurally wrong with the chair. Whereby we can appreciate the client's displeasure with the chair, [redacted] or Island Furniture does not offer Comfort Warranty Guarantees. In fact, Island Furniture's policy on custom orders is clearly posted at the Sales Counter, "No refunds on Layaways or Custom Orders".
Final Consumer Response /* (4200, 12, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a solution.
Initial Business Response / [redacted] (1000, 6, 2015/04/08) */ Island Furniture's response to the consumer's original complaint is as follows: [redacted] , prior to selecting the right chair, tried multiple styles and sizes and once she selected the chair of her choice, she customized ordered it in her choice of style, size and color and waited months for it to come from [redacted] Like all [redacted] s chair clients they choose the "right chair" for them *The manufacturer of the [redacted] s chairs, [redacted] , does provide a manufacturer's warranty on defects, but not a comfort warrantyThe responsibility is upon the client to go through the selection process, which [redacted] did *When the customer suggested4n the seventh month that there was something wrong with it mechanically, Island Furniture scheduled a service technician to visit Mrs ***'s houseThe technician checked the chair over and demonstrated the functionality and explained to [redacted] that the chair was working properly [redacted] Chairs do not need to be on carpetIn fact, the manufacturer supplies felt pads for the chairs as hardwood floor protectors if required *In closing, it's unfortunate that [redacted] finds her chair uncomfortable but the [redacted] s chair selection process, once again, gives the customer many options of styles and sizes to ensure that the customer makes the selection that's right for them before custom ordering [redacted] In fact, Island Furniture's policy is posted on the Sales Counter, "No Refunds on Layaway Deposits or Special Orders Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As indicated in my complaint, I went into the store in [redacted] (second month after purchase) and told Island Furniture there was something wrong with the chair--that it was extremely uncomfortable to sit in and I was told by Island Furniture that the chair just needed to be broken in(I also explained at that time why I had not come into the store earlier)I went back to the store twice in [redacted] (sixth month after purchase) and told [redacted] again that the chair was still causing me problemsA service technician was finally scheduled after I mentioned that the chair was not rotating and the service technician made that perfectly clear when he came to my house (that his work order only indicated that the chair was not swiveling) and he told me that was all he could help me withI had hoped that Island Furniture was sending someone to check the chair for mechanical defects as well but as I already indicted, the technician said no, his work order only indicated that the chair did not swivelHe did, however, sit in the chair and demonstrated that the chair swiveled now that it was placed on a piece of carpet and he said that the chair felt fine but I don't consider that as "checking the chair over" [redacted] ? It was the service technical who told me that chair needed to be on carpet in order to swivel but as you can see Island Furniture disputes this [redacted] Again the swivel action was only secondary to me as I did/do not use the chair, but it does appear that Island Furniture and their service technician have very different opinions on how the chair works best [redacted] ? [redacted] As I also indicated in my complaint, the [redacted] ads are all about comfort so why shouldn't I expect the chair to be comfortable? " [redacted] [redacted] " [redacted] "[redacted] " [redacted] " [redacted] "Island Furniture is selling these chairs and promoting how comfortable they are yet when I tell them (soon after purchasing) that the chair isn't very comfortable they refuse to act on my complaint and just tell me the chair needs to be broken in [redacted] " [redacted] " so you see " [redacted] " [redacted] " [redacted] " [redacted] ' " [redacted] ." Final Business Response / [redacted] (4000, 10, 2015/04/28) */ Please allow us to reiterate our position on this matter [redacted] chairs come in a variety of styles and sizesAll of our [redacted] customers go through the same processThat is, they try all the floor models to determine the right chair given the client's size, comfort level, and health issues *The client, in fact, went through this processWe have determined from a service call that there is nothing structurally wrong with the chairWhereby we can appreciate the client's displeasure with the chair, [redacted] or Island Furniture does not offer Comfort Warranty GuaranteesIn fact, Island Furniture's policy on custom orders is clearly posted at the Sales Counter, "No refunds on Layaways or Custom Orders" Final Consumer Response / [redacted] (4200, 12, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a solution
Initial Business Response /* (1000, 6, 2015/04/08) */
Island Furniture's response to the consumer's original complaint is as follows:
[redacted], prior to selecting the right chair, tried multiple styles and sizes and once she
selected the chair of her choice, she customized ordered it in her...
choice of style, size and color and waited months for it to come from [redacted]. Like all [redacted]s chair clients they choose the "right chair" for them.
*The manufacturer of the [redacted]s chairs, [redacted], does provide a manufacturer's warranty on defects, but not a comfort warranty. The responsibility is upon the client to go through the selection process, which [redacted] did.
*When the customer suggested4n the seventh month that there was something wrong with it
mechanically, Island Furniture scheduled a service technician to visit Mrs [redacted]'s house. The technician checked the chair over and demonstrated the functionality and explained to [redacted] that the chair was working properly.
[redacted] Chairs do not need to be on carpet. In fact, the manufacturer supplies felt pads for the chairs as hardwood floor protectors if required.
*In closing, it's unfortunate that [redacted] finds her chair uncomfortable but the [redacted]s
chair selection process, once again, gives the customer many options of styles and sizes to ensure that the customer makes the selection that's right for them before custom ordering.
[redacted] In fact, Island Furniture's policy is posted on the Sales Counter, "No Refunds on Layaway Deposits or Special Orders
.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As indicated in my complaint, I went into the store in[redacted] (second month after purchase) and told Island Furniture there was something wrong with the chair--that it was extremely uncomfortable to sit in and I was told by Island Furniture that the chair just needed to be broken in. (I also explained at that time why I had not come into the store earlier). I went back to the store twice in [redacted] (sixth month after purchase) and told [redacted] again that the chair was still causing me problems. A service technician was finally scheduled after I mentioned that the chair was not rotating and the service technician made that perfectly clear when he came to my house (that his work order only indicated that the chair was not swiveling) and he told me that was all he could help me with. I had hoped that Island Furniture was sending someone to check the chair for mechanical defects as well but as I already indicted, the technician said no, his work order only indicated that the chair did not swivel. He did, however, sit in the chair and demonstrated that the chair swiveled now that it was placed on a piece of carpet and he said that the chair felt fine but I don't consider that as "checking the chair over". [redacted]?
It was the service technical who told me that chair needed to be on carpet in order to swivel but as you can see Island Furniture disputes this. [redacted]. Again the swivel action was only secondary to me as I did/do not use the chair, but it does appear that Island Furniture and their service technician have very different opinions on how the chair works best. [redacted]? [redacted]
As I also indicated in my complaint, the [redacted] ads are all about comfort so why shouldn't I expect the chair to be comfortable? "[redacted]. [redacted]" [redacted]".....[redacted]". [redacted] "[redacted]". Island Furniture is selling these chairs and promoting how comfortable they are yet when I tell them (soon after purchasing) that the chair isn't very comfortable they refuse to act on my complaint and just tell me the chair needs to be broken in. [redacted] ".... [redacted]" so you see "[redacted]" [redacted] "[redacted]". [redacted]' "[redacted]."
Final Business Response /* (4000, 10, 2015/04/28) */
Please allow us to reiterate our position on this matter.
[redacted] chairs come in a variety of styles and sizes. All of our [redacted] customers go through the same process. That is, they try all the floor models to determine the right chair given the client's size, comfort level, and health issues.
*The client, in fact, went through this process. We have determined from a service call that there is nothing structurally wrong with the chair. Whereby we can appreciate the client's displeasure with the chair, [redacted] or Island Furniture does not offer Comfort Warranty Guarantees. In fact, Island Furniture's policy on custom orders is clearly posted at the Sales Counter, "No refunds on Layaways or Custom Orders".
Final Consumer Response /* (4200, 12, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a solution.