Fibrenew

Please read the receipt that was given with payment and show us where it says we did anything except to the bottom cushions and arm It will not show it because we did nothing to that areaThe first text I received from them was on Nov at 4:12pm about he headrest failingWe did this job on 3/15/According to my math that is monthsThis is a typical case where they are on limited funds and are trying to get something for nothing( same as the other Revdex.com complaint I had in years and thousands of jobs)We have a very strong reputation and work for the finest furniture stores in town and dozens of designers not to mention many Offices, Hotels and Medical centers plus thousands of homeownersOver 75% of our work is from referrals.This is the same thing they did in the text and is why we finally told them to either schedule the repair or please stop texting us, they just keep asking us to do this for nothing and we keep telling them we never repaired or replaced this piece(see receipt) so we are not going to do this under warranty If there is ever a problem on something that was repaired or replaced by us we take care of it no ***er the length of timeNot once did they ever mention the areas that were replaced and redyed as having issuesUnfortunately there are some out there that no ***er what you just cant please them.There will be no refund given since again we did not repair or replace the headrest(see receipt)

Good Afternoon,The customer is mistaken as far as what we did and what we are responsible forThey are correct that on March we replace two panels in the seats , replaced arm panel on RF arm, restuffed two back cushions and cleaned entire sectional(very dirty) then redye tops of bottom(seat) cushions onlyIf you read the complaint they dont mention having any problem with any of that work nor have we ever heard from them regarding services performedWhat they are asking for and the reason we are requesting payment for is the RF Headrest area of the sectionalIf you refer to photo that is attached this is a overall photo clearly showing the two seat panels that are damaged as well as the armrestIt also shows the RF headrest that has no damage whatsoever to itThis is why it was never quoted in the first place to be replacedThey say my product is flaking off at the headrest one month after we brought it back but they waited months to say somethingWe only offer a year warranty on items repaired or redyed by us , this headrest was not dyed nor was it replaced(see invoice attached) I have attached photos( photo3) of the headrest they sent showing damage that they say was caused from the dye coming offAs you can clearly see in the photo the leather itself is failing and deteriorating, If you read the invoice attached we didn't even do anything to the headrest at all except clean itThe $we quoted is actually a steep discount not to mention we threw in pick up an delivery for freeWe use St.Louis Furniture Transfer for all pick up and deliveries and they charge $each wayWe also have to purchase anew leather hide that will run $200-$We then explained numerous times that the entire outer back has to come off, then the side panel , armrest and all three back cusions is one big piece all sewn together then put on and stapledWe have hours labor taking it off and two hours labor putting it back on not to mention at least hours labor to remove bad panel and sew in new one then dye it to matchI told them that $was a steep discount and am doing it in the interest of customer service, but certainly they cant expect Fibrenew to do all this work and incur this expense for something we neither billed for or quoted or touched in the first place Even though we did nothing to the headrest area we offered to repair for free but told them it would be temporary at best since the leather is failing.Also please let me remind you this has been months of additional head oil and wear on the headrest on a heavy use sectional( see all pictures)

Please read the receipt that was given with payment and show us where it says we did anything except to the bottom cushions and arm It will not show it because we did nothing to that areaThe first text I received from them was on Nov at 4:12pm about he headrest failingWe did this job on 3/15/According to my math that is monthsThis is a typical case where they are on limited funds and are trying to get something for nothing( same as the other Revdex.com complaint I had in years and thousands of jobs). We have a very strong reputation and work for the finest furniture stores in town and dozens of designers not to mention many Offices, Hotels and Medical centers plus thousands of homeownersOver 75% of our work is from referrals.This is the same thing they did in the text and is why we finally told them to either schedule the repair or please stop texting us, they just keep asking us to do this for nothing and we keep telling them we never repaired or replaced this piece(see receipt) so we are not going to do this under warranty. If there is ever a problem on something that was repaired or replaced by us we take care of it no ***er the length of timeNot once did they ever mention the areas that were replaced and redyed as having issues. Unfortunately there are some out there that no ***er what you just cant please them.There will be no refund given since again we did not repair or replace the headrest(see receipt).

Good Afternoon,The customer is mistaken as far as what we did and what we are responsible forThey are correct that on March we replace two panels in the seats , replaced arm panel on RF arm, restuffed two back cushions and cleaned entire sectional(very dirty) then redye tops of
bottom(seat) cushions onlyIf you read the complaint they dont mention having any problem with any of that work nor have we ever heard from them regarding services performedWhat they are asking for and the reason we are requesting payment for is the RF Headrest area of the sectionalIf you refer to photo that is attached this is a overall photo clearly showing the two seat panels that are damaged as well as the armrestIt also shows the RF headrest that has no damage whatsoever to itThis is why it was never quoted in the first place to be replacedThey say my product is flaking off at the headrest one month after we brought it back but they waited months to say somethingWe only offer a year warranty on items repaired or redyed by us , this headrest was not dyed nor was it replaced(see invoice attached) I have attached photos( photo3) of the headrest they sent showing damage that they say was caused from the dye coming offAs you can clearly see in the photo the leather itself is failing and deteriorating, If you read the invoice attached we didn't even do anything to the headrest at all except clean it. The $we quoted is actually a steep discount not to mention we threw in pick up an delivery for freeWe use St.Louis Furniture Transfer for all pick up and deliveries and they charge $each wayWe also have to purchase anew leather hide that will run $200-$We then explained numerous times that the entire outer back has to come off, then the side panel , armrest and all three back cusions is one big piece all sewn together then put on and stapledWe have hours labor taking it off and two hours labor putting it back on not to mention at least hours labor to remove bad panel and sew in new one then dye it to matchI told them that $was a steep discount and am doing it in the interest of customer service, but certainly they cant expect Fibrenew to do all this work and incur this expense for something we neither billed for or quoted or touched in the first place Even though we did nothing to the headrest area we offered to repair for free but told them it would be temporary at best since the leather is failing.Also please let me remind you this has been months of additional head oil and wear on the headrest on a heavy use sectional( see all pictures)

Complaint: ***
I am rejecting this response because:
We can't understand why *** is saying he didn't dye the cushion in questionWhen the sectional was returned to us, it was clear that the area had been covered with a very thick coat of dyeIt was not the level of quality we had hoped for, but we would have been okay with it if it would have lastedWe had no way of knowing it would begin crack and flake, getting worse and worse over timeHowever, apparently *** knew it would might happen, because the same thing happened to leather couches he dyed for other customers (one of which we noticed resulted in a very similar Revdex.com complaint)He mentioned that the work is now out of warranty, however, he never gave or even mentioned a warranty to us before or after he did the workBesides, the cracking and flaking was in full force well before a year had passed, actually even less than monthsWhen we contacted him we were expecting a friendly resolutionWe were surprised at how immediately defensive and insensitive he wasHe reacted by giving us reasons he shouldn't have to make it rightWhen one excuse didn't work, he would come up with another--saying the warranty expired, saying he didn't dye that area, saying oil from our heads caused the dye to crackIn his response he also says that we waited months to contact him, which is not trueHe repaired the sectional in March 2015, and we contacted him in SeptemberWe don't appreciate him exaggerating the factsAlthough *** was the one who posted these photos, they actually help prove our pointLook closely at photo He says there was no wear on the area in question (far right, upper cushion), but if you zoom in, you can see that there wasHe obviously saw it too, because he covered it with a thick layer of dyePhoto is what it looks like today--much worse than it was to begin with! His comment about how "head oil" caused the problem is ridiculousYou have to sit in a very awkward position in order to lay your head on this spotIt just doesn't make sense.The kicker was the nasty way he spoke and texted to usHis lack of professional judgment was what caused this problem, but instead of feeling bad about it and trying to help, he's just complaining about how his company wouldn't be able to make any money on itHe says that $would be a steep discount for replacing one cushion, but how can that be, when he charged $to replace cushions, dye and clean a large sectional and two ottomans (with delivery included)? If he had done it all at the same time, we figured it would might have raised the total by about $That's why we offered him $Since he doesn't want to do it, we think he should give us a refund so that we can take it to another vendorIf according to him, it is worth $400, then he should refund us that amount
Sincerely,
*** ***

Please read the receipt that was given with payment and show us where it says we did anything except to the bottom cushions and arm.  It will not show it because we did nothing to that area. The first text I received from them was on Nov 1 at 4:12pm 2016 about he headrest failing. We did this job on 3/15/15. According to my math that is 20 months. This is a typical case where they are on limited funds and are trying to get something for nothing( same as the 1 other Revdex.com complaint I had in 7 years and thousands of jobs). We have a very strong reputation and work for the finest furniture stores in town and dozens of designers not to mention many Offices, Hotels and Medical centers plus thousands of homeowners.. Over 75% of our work is from referrals.This is the same thing they did in the text and is why we finally told them to either schedule the repair or please stop texting us, they just keep asking us to do this for nothing and we keep telling them we never repaired or replaced this piece(see receipt) so we are not going to do this under warranty.  If there is ever a problem on something that was repaired or replaced by us we  take care of it no [redacted]er the length of time. Not once did they ever mention the areas that were replaced and redyed as having issues. Unfortunately there are some out there that no [redacted]er what you just cant please them.There will be no refund given since again we did not repair or replace the headrest(see receipt).

Good Afternoon,The customer is mistaken as far as what we did and what we are responsible for. They are correct that on March 21 2015 we replace two panels in the seats , replaced arm panel on RF arm, restuffed two back cushions and cleaned entire sectional(very dirty) then redye tops of...

bottom(seat) cushions only. If you read the complaint they dont mention having any problem with any of that work nor have we ever heard from them regarding services performed. What they are asking for and the reason we are requesting payment for is the RF Headrest area of the sectional. If you refer to photo 1 that is attached this is a overall photo clearly showing the two seat panels that are damaged as well as the armrest. It also shows the RF headrest that has no damage whatsoever to it. This is why it was never quoted in the first place to be replaced. They say my product is flaking off at the headrest one month after we brought it back but they waited 20 months to say something. We only offer a 1 year warranty on items repaired or redyed by us , this headrest was not dyed nor was it replaced(see invoice attached) . I have attached photos( photo3) of the headrest they sent showing damage that they say was caused from the dye coming off. As you can clearly see in the photo the leather itself is failing and deteriorating, If you read the invoice attached we didn't even do anything to the headrest at all except clean it. The $400 we quoted is actually a steep discount not to mention we threw in pick up an delivery for free. We use St.Louis Furniture Transfer for all pick up and deliveries and they charge $95 each way. We also have to purchase anew leather hide that will run  $200-$250. We then explained numerous times that the entire outer back has to come off, then the side panel , armrest and all three back cusions is one big piece all sewn together then put on and stapled. We have 2 hours labor taking it off and two hours labor putting it back on not to mention at least 2 hours labor to remove bad panel and sew in new one then dye it to match. I told them that $400 was a steep discount and am doing it in the interest of customer service, but certainly they cant expect Fibrenew to do all this work and incur this expense for something we  neither billed for or quoted or touched in the first place.  Even though we did nothing to the headrest area we offered to repair for free but told them it would be temporary at best since the leather is failing.Also please let me remind you this has been 20 months of additional head oil and wear on the headrest on a heavy use sectional( see all pictures)

Complaint: [redacted]
I am rejecting this response because:
We can't understand why [redacted] is saying he didn't dye the cushion in question. When the sectional was returned to us, it was clear that the area had been covered with a very thick coat of dye. It was not the level of quality we had hoped for, but we would have been okay with it if it would have lasted. We had no way of knowing it would begin crack and flake, getting worse and worse over time. However, apparently [redacted] knew it would might happen, because the same thing happened to leather couches he dyed for other customers (one of which we noticed resulted in a very similar Revdex.com complaint). He mentioned that the work is now out of warranty, however, he never gave or even mentioned a warranty to us before or after he did the work. Besides, the cracking and flaking was in full force well before a year had passed, actually even less than 6 months. When we contacted him we were expecting a friendly resolution. We were surprised at how immediately defensive and insensitive he was. He reacted by giving us reasons he shouldn't have to make it right. When one excuse didn't work, he would come up with another--saying the warranty expired, saying he didn't dye that area, saying oil from our heads caused the dye to crack. In his response he also says that we waited 20 months to contact him, which is not true. He repaired the sectional in March 2015, and we contacted him in September. We don't appreciate him exaggerating the facts. Although [redacted] was the one who posted these photos, they actually help prove our point. Look closely at photo 1. He says there was no wear on the area in question (far right, upper cushion), but if you zoom in, you can see that there was. He obviously saw it too, because he covered it with a thick layer of dye. Photo 3 is what it looks like today--much worse than it was to begin with! His comment about how "head oil" caused the problem is ridiculous. You have to sit in a very awkward position in order to lay your head on this spot. It just doesn't make sense.The kicker was the nasty way he spoke and texted to us. His lack of professional judgment was what caused this problem, but instead of feeling bad about it and trying to help, he's just complaining about how his company wouldn't be able to make any money on it. He says that $400 would be a steep discount for replacing one cushion, but how can that be, when he charged $1000 to replace 3 cushions, dye and clean a large sectional and two ottomans (with delivery included)? If he had done it all at the same time, we figured it would might have raised the total by about $200. That's why we offered him $200. Since he doesn't want to do it, we think he should give us a refund so that we can take it to another vendor. If according to him, it is worth $400, then he should refund us that amount.
Sincerely,
[redacted]