FR Living

The customer was given a refund on the warranty she purchased and given the option of a full refund or a discount off of a floor model.  The customer accepted the discount off the floor model and indicated she was satisfied.

I spoke with [redacted] and I explained that a “LIFE TIME WARRANTY” is not the life time of his life nor mine, but rather the life time expected on the product ( 7 – 10  years).  He understands that he is no longer under the warranty, but I am willing to attempt a curtesy...

repair.  The purchase was made back in 2005 and his furniture is almost 13 years old.  [redacted] was happy with the fact that we are willing to do this, and understood that we will not be obligated to service the product in the future.  I am happy to do this one time service to try and repair his seating that is sagging on the left side facing of the sofa, and the pull cord service on the recliner.

Fading is not covered under the warrantee.  This is normal wear and tear.

I am rejecting this response because: We have not received our merchandise. Once we have it delivered we will accept. We have been promised delivery on two other occasions from this company, one which was previously completed with the wrong merchandise. We cannot just trust our pillows will be delivered at this point. It has been approx. 18 weeks and the pillows are still not in our possession, through no fault of our own. They assumed we were available on Saturday, 3/30/2018, without first checking with us first to see if/when we would be home on a holiday weekend. They dismissed us in their tone and voice mail as if we have never raised our concerns at 'lower levels' or with reasonableness before. The company is not demonstrating customer service or acknowledgement. 
Sincerely,
[redacted]

[redacted] came in on 05/29/17 and made one purchase and one special order layaway.    Invoice #[redacted] was the purchase, for this purchase [redacted] paid  with $400 Cash and  559.68 on credit card.  ($959.68)   Invoice #[redacted] shows paid off, which was a mistake...

made by the salesperson [redacted] at the time. The customer actually only made a down payment of $154.13, 25% of the purchase in order to order the special order chair. The customer paid the $154.13 in cash. Both [redacted] as well as [redacted] were present and recall [redacted] going through her change purse and counting out the exact change for the layaway deposit. At the end of the night they recognized the mistake that was made and were forced to void invoice [redacted] and correct the invoice with the correct deposit of $154.13 therefore showing the remaining balanice of $507.11 as it should be.   The recliner was delivered as an unpaid layaway and at time of delivery there was an issue with the recliner.  The customer called and at that time we discovered the issue with the unpaid layaway.  The customer refuses to believe that the layaway has not been paid off, due to their original copy showing $0 ballance due,  [redacted] had never emailed or mailed a copy of the corrected invoice.    In the customers’ own words they “ remember paying around $500+ in cash and charging the rest”, which is absolutely true however $400 cash was used in conjunction with her credit card on invoice #[redacted] and the other $154.13 was used for her down payment on the layaway. Sofa Mart has made multiple efforts to explain to [redacted] the details of her remaining balance without success. After refusing to pay the remainder of her balance ($507.11) we offered to sell [redacted] the recliner that was inadvertently delivered to her home  for a total of $154.13 (the amount of her down payment) due to the fact that the recliner delivered was in fact damaged upon arrival. [redacted] agreed to purchase the damaged recliner for the amount of her down payment, receiving a total discount equal to 75% off. [redacted]’s  original down payment of $154.13 was used to purchase the damaged recliner for $154.13.   Regarding resolution, we contacted [redacted] on Friday Aug 18th and offered to send an outside furniture repair technician to look at her recliner. We believe that an outside repair technician can likely repair this recliner to original new condition, [redacted] has agreed to have a tech out to her home. We have contacted [redacted] and they will be contacting the customer to setup an appointment at no cost to the customer.     Thanks,   [redacted]
[redacted]
[redacted] [redacted] [redacted]

Tell us why here...We have contacted an independent furniture repair technician to go out to the customers home and inspect the furniture stains in question. After inspection the technician from Meticulous Furniture Repair notified the customer that their leather pieces are not stained but instead...

are releasing color. The technician has reported that the dye releasing from the leather is not warranty related and is the result of improper care. This type of wear and tear take place when substances like Natural body oils, lotions, and cosmetics are transferred from our skin to the leather and are allowed to buildup over time without proper cleaning and conditioning. The recommended products for care are provided to the customer and refilled for free when the additional warranty is purchased. The additional warranty the customer purchased covers forms of accidental damage such as stains or punctures that can be identified in a single incident, wear and or damaged that is the result of improper care is not covered. This claim is not covered under a manufacturers defect nor is it covered under the additional great white bottling warranty that was purchased.
Thanks,
[redacted]
Regional Sales Manager
(OE / SM / BE)

Initial Business Response /* (1000, 11, 2015/10/31) */
I have reached out ot the customer with a solution to resolve this issue. I am waiting to hear back from her on if the solution is accpetable to her.

Most of our product is covered for at least one year against manufacture defects.  Additionally, customers have the option to purchase a 5 year protection plan against accidents that happen in a single incident.   However, damage caused by pets is not covered by either of  these...

warranties.     That aside, I have authorized a furniture tech to repair the scratches in this customers furniture, at our expense, as a matter of customer service.  I will also make sure we order a replacement leg for this customer.  If the customer has any additional questions, she can contact me directly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] was extremely helpful and professional.  Very good people skills and definitely deserves this job position.Because of him we would still like to be Sofa Mart customers. Thank you very much [redacted] your help today and your time.
Sincerely, 
[redacted]

Initial Business Response /* (1000, 6, 2015/11/03) */
I personally spoke with Mr. [redacted]. I explained to him that under warranty agreements we cannot sell Fabric and Leather Protection Plans on replacement Product as stated in the warranty paperwork. He broke his first sofa. We willingly...

replaced it. We even allowed him to buy a protection plan on the second sofa which we are really not supposed to do under the written terms of the warranty. We only did this as an "in good faith gesture". Now he has broken that sofa (2nd one) and I informed him that we will still replace it with what will now be a 3rd sofa, but that this will satisfy the terms of his warranty and we will not be able to sell him the protection plan on this third sofa and that we were not supposed to offer it on the second one. We went above and beyond to take care of Mr.and Mrs. [redacted]. They actually got double the warranty that anyone else would have gotten. we are now ordering him a 3rd sofa. Mr. [redacted] also stated that he is hard on Sofas due to his size.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off the manager makes it look like we broke the sofa. The sofas were not made to the standards we were told about. The repair man never ever did show up to see what was actually wrong because we live to far from his route he told me. I told the sales lasy after the first defective sofa we wanted something more sturdy and better made that is why she sold us the second side which we now find out it is made cheap and over seas she tells now it broke. When we went into the store the same lady told us our credit amount we had to put towards another sofa and yes we were offered the were warantee again. Now she is retracting her word
I still am open to a full refund and/or a new sofa with the warantee we were promised
Not just get another cheap couch that we will be replacing in 2 years just to get out the door and be ignored.
Final Business Response /* (4000, 10, 2015/11/05) */
We are fine with issuing a full refund. The manager will be contacting the customer immediately. we will make arrangements to pick up the sofa as soon as feasibly possible. We will b issuing a full refund when the sofa is back in our possession.
Final Consumer Response /* (2000, 12, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I paid $799 for this recliner and within 8 months the foot of the recline if either fading or rubbing against itself, that is not normal wear.  I feel customer service is very poor, manager and...

district manager treated  my husband and myself as if they didn't care, we had spent our money there and now they refuse to stand behind their merchandise.  I also feel if it was normal wear and tear other parts of the sectional would also have this defect.  Again when you spend over $3000.00 for a sectional and one piece has a problem in less that 8 months, this should be repaired or replaced.
I am rejecting this response because:
Sincerely,
[redacted]

Final Consumer Response /* (2000, 6, 2015/07/17) */
25% refund on loveseats received and sofa's finally arrived this week. HOWEVER - they do not conduct business they way they say they will and they lie to the customers and do not communicate. Will not do business with them again.
Closing...

complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

this resolution is satisfactory to me, so long as it's actually done. I was told I have to wait for the replacement, so I have to give them the benefit of the doubt. I am pleased that they are willing to do this because I was disappointed and wasn't going to shop there anymore. This certainly changed my opinion. I also need to know that there will be a manufacturer's warranty for the replacement.
Sincerely,
[redacted]

After refusing delivery, a few minutes later I received a phone call from Mr. [redacted]. Mr. [redacted] expressed his fustrations regarding being denied his return and had commented that it was "only a few hairs on the bottom of the sofa". I allowed for Mr. [redacted] to vent his frustration. Once he was finished I...

had commented that I apologized for how he was feeling and revisited the initial conversation that was had with Mr. [redacted] prior to purchase. During our convervation we discussed that he would be able to return to the sofa should it be returned in "new" condition to which Mr. [redacted] acknowledged that was the conditions of the sale. I then commented that dog hair on the sofa was not considered "new" condition. Mr. [redacted] then commented that the "nine hairs could be brushed off". I informed him that unfortunately that would still not work for us considering the fact that we still would no longer be able to sell that piece as new even if he had done that. If that sofa ever ended up in someone's home who has allergies to pets we would be liable. Mr. [redacted] then commented that he would be willing to pay a restocking fee but I reiterated again that unfortunately we would still be unable to do anything with a sofa that has had dogs on it due to the same concern with allergies. He acknowledged he understood but was not please and that he would be "following up at a later point".

Complaint: [redacted]
I am rejecting this response because:While the cleaning did remove most of the...

stain, there is still some visible. Also, there hasn't been any attempts to replace the feet on the ottoman or replace the ottoman other than a guy named [redacted] stating that they would.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/29) */
Hello,
My name is [redacted], Regional Manager for Furniture Row. I spoke with Mr. [redacted] tonight in regards to his two cushions that got paint on them from his son. Mr. [redacted] was denied through Great White warranty company due to the...

paint. I reached out to Mr. [redacted] tonight once I received this complaint as I had not seen anything come over after his claim was denied for us to try to help him out. We told him that we would order him two new cushions from the manufacture to help him out. If Mr. [redacted] has any more questions, I can be reached on my cell phone or he can contact the store and we [redacted] help him out. Thank you

Initial Business Response /* (1000, 5, 2015/06/09) */
[redacted] was given a full refund. However, I would like to have the opportunity to regain his trust and future business. I will reach out to him today to see if there is anything else we can do. Please give him my contact information as...

well.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not escalate this issue to their [redacted] like I requested. He needs to be aware of systemic issues that will affect his future customer base. Poor customer service and no visibility into their manufactures production and delivery schedules is a very serious problem that the CEO must be aware of to resolve. Otherwise they are just sweeping this under the rug.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me to include a store exchange equivalent to the total of the original purchase price of $3025.59 as agreed upon over the phone with the store manager. I am waiting for instructions on which store to travel to to pick out replacements. I was informed the [redacted] store is the closest and this works for me but has not been finalized.
Sincerely,
[redacted]

We refunded Mrs. [redacted]. We have reached out to her to see if we could talk to her about her experience. At this point we have not heard back yet.