Emerald Home Furnishings LLC

Our Direct of Outdoor Furniture was our staffer that spoke with the customerHe has over years experience in product development and procurementHis evaluation is the problem is not a wicker fiber failureWicker failure looks differentlyHis suggestion of rodents was just one of the ideas he
spoke to the customer aboutWicker failure always begins to occur where the sun hits the piece the most, top of arms, back, etcThe damaged areas are in the same spot on the lower portion of the chaise skirt which was curious as wellEmerald has shipped thousands of pieces using the same wicker materialThe wicker used has a high UV rating and we have had no other complaints

After reviewing the consumer complaint regarding a sofa purchased through *** ** **, we researched our records to see if we received any warranty information from either *** ** ** or the Consumer listed in the complaint. We show no record of a warranty claim regarding this particular
consumer/retailer. Attached you will find our full warranty. In it, it states:
"Emerald Home Furnishings, LLC (“Emerald Home”) warrants to the original consumer purchaser (“Buyer”), and to no other person, that the Emerald Home goods sold comply with the description contained in this warranty..." "If, due to a warranted defect, an Emerald Home product or part fails to function during the warranted period described above, Buyer shall look solely to the retailer from whom the product was purchased ( the “Retailer”) for a remedy, delivering the product or part as well as the original receipt to the RetailerThe Retailer, in turn, will work with Emerald Home to determine whether the product or part is covered by the warranty provided herein, with Emerald Home having the sole discretion to determine whether the product or part is actually covered by the warrantyFollowing receipt of authorization from Emerald Home, Retailer will repair the product or part, or replace the product or part with same item, or in the event the exact item is no longer available, an item of comparable valueBuyer must work with Retailer in its verification of the warranty claimIf Buyer has a bonafide warranty claim and Retailer is no longer in business, Buyer may contact Emerald Home at www.emeraldhome.com".
"Emerald Home is not obligated to refund money to Buyer."
"Upholstery - As follows Wood Frame & Frame Spring Unit - years Recliner Mechanism - years Electric Recliner Motors - years Pocketed Coil Seat Springs - year Upholstery Fabric & Foam - year"
We will reach out to the Retailer and Consumer to further investigate this issue

I’m writing in response to complaint number [redacted] from [redacted] in regards to a sofa set purchased over six years ago.  We take a lot of pride in developing quality furniture at a good value.  We have integrity with our customers and value each one of them.  With that...

said, we also have put a warranty in place that we stand by.  I have attached our warranty that is published directly on our website (http://www.emeraldhome.com/node/204/ ).  Ms. [redacted] is 5 years out of warranty.  As our warranty also states, “that all inquiries should be made to the store from which the original purchase was made.”   At this point it is at the retailers discretion whether they feel it is necessary to provide a remedy or not.  Please feel free to contact me with any additional questions.  Thank you for your time.