FrontRoom Furnishings LLC

We are exchanging the chair that the customer is having an issue with We have contacted Mr [redacted] and he is satisfied with this resoluton

In response to the Revdex.com complaint by [redacted] received on 12/20/ The customer, [redacted] , purchased the Flexsteel sofa (model # [redacted] ) from our outlet in June All items offered in our outlet are sold As-Is, no returns or warranties This information is clearly stated on the sales order that the customer would have signed and received at the time of purchase Although there are no warranties on these items, we can service the furniture but all cost of parts and labor would be at the customer’s expense [redacted] did send this same inquiry to our company website in which a customer service representative attempted to contact him on 12/18/15, in which we had to leave a voicemail with the information above To be able to properly diagnose the issue and determine what part, if any is needed, we recommend that a technician inspects the sofa Again, since this is an outlet purchase, the cost of the inspection would be $80, plus tax We also recommend that no parts are ordered unless a technician has diagnosed the issue and identifies the proper part(s) needed, since the customer is responsible for the cost of the parts If the customer wants us to install the part(s), our labor fee is $ per hour, plus tax If the customer would like to schedule a technician to inspect the sofa, they should all us at ###-###-####

The refund for $was posted on 9/23, which may take 5-days to post to [redacted] card In looking at this further, I realized the store did not credit the delivery charge on the return paperwork, which is customary However, I told [redacted] that her refund would be in full So today we refunded $to her [redacted] as a credit for her original delivery charge I apologize for the oversight

We are sorry Mr [redacted] felt misinformed regarding his finance transaction Applying for financing through Synchrony Bank allows the consumer a line of credit The credit card he received is one that can be used at any of our FrontRoom Family stores for his remaining line of credit I have attached a copy of the Synchrony credit application and the terms to which Mr [redacted] signed and agreed to In all of this documentation, it states that minimum monthly payment are required The Same as Cash option simply means that there is no interest charged to the customer, provided they make their minimum payment of 3.5% of the balance "on time" Failure to do so, will result in interest being accrued from the beginning of the loan The APR is 29.99% To be clear, Mr [redacted] signed up for months of deferred interest, not monthsThis is detailed on the signed document titled" AUTH ONLY DRAFT The only remedy I can offer is to take back the furniture and rescind the Synchrony contract

It is unfortunate that Ms [redacted] doesn't feel Frontroom Furnishings has made any good faith efforts in trying to assist her with her furniture purchase We disagree with her position and consider this matter closed To review, we have allowed her to re-select new furniture twice, one time knowing that her pets were causing damage to the sectionalMost ,if not all other retailers would not have allowed a re-selection due to pet damage, period We have discussed this issue with the store manager and consultants that assisted Ms [redacted] and strongly feel they did not misrepresent or mislead the customer at any point The customer does have the final decision on her purchase and is responsible for how they choose to use the furniture in their home

Again, we do not believe the insect issue the customer has reported is a result of the sofas they picked up from our warehouse We have not seen any evidence of insect issues in our warehouse or in any product from this manufacturer, We also has received word from the manufacturer that they have had no issues with insects in their facilty Our warehouse employees who open and prep the furniture have seen no evidence of insects in any product We will not pay for a exterminator and we cannot take the sofas back since the customer has indicated they may be infested

Our clients, [redacted] and [redacted] , purchased and financed a sectional on January 21, At that time they entered into a finance contract with Synchrony Financial for months interest free financing Terms of the contract state that minimum payments must be made monthly, and the balance paid prior to the end of the months to receive the interest free option “If the promotional purchase balance is not paid in full by the end of the Promotional Period, interest will be imposed from the date of purchase at the Annual Percentage Rate of 29.99%.” In November of the same year, our service department authorized a reselection of the sectional for a purchase two leather sofas The total of the sofas exceeded the amount of the original purchase and the additional amount of $was added to their financed account This $was also financed for months as well The month clock began on the $after the 11/04/delivery date The client signed and authorized the original purchase of $on 2/28/2014, and the $on 11/01/ Never on 11/01/did the client sign for a different term for the total of the replaced leather sofas, only for the difference Copies of the signed sales invoices and credit authorizations are attached The fact that the original items were returned for other merchandise does not mean the clock starts over again You can’t use a car for a period of time and not pay interest on the loan, and furniture is no different Once the items are delivered, the signed contract is between the client and Synchrony Financial and they will not discuss the account with us, as that information is privileged FrontRoom Furnishings will not inform Synchrony Financial to reset the contract It is up to the customer to read their statements and comply with the terms of the contract Every monthly statement details when the month term expires It is unfortunate that the client did not look at his statement for months and is charged with a large interest feeHad he done so, this situation would have come to light much sooner for him to have paid his bill in full prior to the end of the option period and avoid the charge

We apologize on how this was communicated with the customer The service representative that spoke with the customer should have scheduled a service technician to inspect the furniture before discussing any repair solutions The leather warranty the customer purchased does only cover food / beverage stains as well as the drying or cracking of the leather A number of furniture manufacturers use vinyl in the areas that does not come into contact with the body Vinyl is primarily used on the sides and backs as well as between seating, which helps make leather furniture more affordableAll of our floor models have a menu card which gives the details of the product, such as if it has a leather vinyl cover We are sorry if the sales consultant they worked with did not make them aware of this.What we would like to do is have a technician inspect the sofa and love-seat to see what is needed to make the repairs If parts are needed and the leather is still available from the manufacturers, we will make the repairs at no cost to the customer Please let us know if this is acceptable and we will contact the customer to schedule

We are working to resolve this issue I spoke with [redacted] for the first time on Thursday August 8th about her sectional and have scheduled a different technician to do a second inspection The orginal technician felt strongly that the damage to the sectional was caused by someone or something standing or jumping on it and was not due to a manufacturer defect Mrs [redacted] did speak to one of our customer service representatives earlier in the week, who explained the technicians findings and tried to schedule a second opinion call, but the customer did not want to do this and wanted to speak to a manager The customer communicated to me that she did not appreciate her child of being accused of causing the damage, which in talking to our technician was not his intention He was trying to explain that what he was seeing did not appear to be a failure in the product but the customer did not agree with his assessementThat is why we are sending a second technican to inspect again If it is determined that the damage is due to a manufacturer defect, then we will cover it under the warranty However, if it is determined that the damage was customer caused, then they would be responsible for the cost of any repairs

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me., was upset with the time for response to complaint,no phone call or contact from company for days adter complaint was filed, manager stated that she just recieved complaint todayYou can close this case

We have emailed the customer and left a message to correct the issue Below is the email send to Mr*** Mr***,Please accept our apology for the delay in your merchandise, unfortunately sometimes delays are beyond our control Because your order was "Guaranteed" and we failed to deliver on the specified date, you are entitled to a $gift card I will be happy to apply the $ credit to your purchase as well as give you free delivery for your inconvenience The total credit of $will be adjusted from the total of your finance orders, which makes the finance balance $1404.97.Again, we apologize for your inconvenience We will phone you as soon as your products arrive

We had a service technician inspect this chair on Wednesday 2/10/ We did find that the vinyl that wraps around the front and side of one of the arms was cracking Our service department is in the process of working with the manufacturer to resolve this issue for the customer

I was told it was a full aniline dyed leather [redacted] confirmed that again in my homeIt is peeling in areas my dogs can't get toI showed pics of my dogs, why would I buy a leather they can damageI use to sell leather furniture so I was clear with what I neededI have boxes of leather cleaner and conditioner The back cusions have weird pores in it , I am having trouble cleaning themIf I wanted furniture like this I could have gone to Value City and paid 20% of what I paid

We do understand the clients concerns Our past actions should speak to our fairness when allowing reselections We will allow the return of the recliner only for a full refund However, we are adamant in our findings regarding dog damage to the sofa, which is not returnableThe returned pieces were reviewed by the manufacturer who also felt that animal damage was evident We will honor service warranties on the sofa with respect to frame, springs, cushions and reclining mechanisms, however, any leather repair or service will be at the customers expense Our service manager and technician are long time professionals who do their best to correct customer issues Each has a great track record and performs their jobs well We do understand that negotiations are often strained for both parties We apologize if the customer felt mistreated as that is never our intent With this, we consider the matter closed / [redacted] Style Definitions */

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me.

I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me How do we go about having the recliner removed from our home? We also appreciate the full refund on the recliner Furthermore, the sofa was not the issue and has been in fine working order as explained to the service technician and manager

Our Store Manager spoke with Mr*** on 9/and authorized a return of the chairs and full refund of their money

I apologize that this was not followed up on up to this point. Our Service department had contacted Mr*** on January 2nd to discuss his issues and to schedule a service technician. During this call Mr*** agreed to allow us to send a service technician to his home to see if we
could take care of his issues. Our service technician was scheduled on January 6th and completed all repairs to the customers satisfaction

I see that we have already removed the ***'s from our internal customer list This was done some time ago However, their name might be on an advertising list from a company that does mailings for us We try to remove customer's from all lists when they do not wish to receive
advertisements I will do more checking into the situation when I am able to meet with our Marketing Director, who is out of the office She should be in tomorrow and we can review this situation for our client I apologize for the inconvenience, but will work to resolving it

I personally took the wrap off and saw the insects nested between the wrap and the bottom of the sofa, it was found only on one sofathe type of insect found, which I attached a picture of in the original complaint is a type which is outdoor insect, since the warehouse doors are always open which allow the insect to get in and nest inside the wrap, just moved in to my apartment which was free of any insect, I have some one with me when I opened the warp and witness the issue , and willing to speed to any one about this issue , if they are not going to offer to pay for exterminator I want to take the coaches back and refund my money