FrontRoom Furnishings LLC

As the mentioned in their previous response that they unwrap their sofas before they give them to customers, they have failed to unwrap our two sofas, therefore it is unbelievable what they are claiming, I have unwrapped them personally, and seen them with my own eyes, I called the manger and offer to bring him the insect , but said no need I believe youI have sprayed the coaches for insect, so they are safe now, at this point I do not want them in my house from a company that has no customer service , I want them backI do not want my bank involved in this matter, as far as disputing the charges at this time, so please let us resolve this

We appreciate the opportunity to respond to Ms***'s concerns We have verified that she is on our "Do Not Mail" list According to our records she was originally added on October 21st and then the company who mails the list updated their file on 11/11/Unfortunately, our lists for a 12/mailing had already been prepared and this is why Ms*** received another postcard The company who mails our postcards assures me that she has been removed from our lists and this will not happen again We are very sorry for the inconvenience

We will not change our position on this issue The customer's comments about ** *** telling her this was a full aniline dyed leather is untrue Our technician and I did not say this in her home and we have remained consistent in our information to this customer with each contact This customer made the decision to allow her pets to get on the furniture which has caused the damage and we as a company are not responsible for how a customer chooses to use the product in the home Frontroom Furnsihings has not done anything wrong and the Palliser product is exactly what she selectedAlso, pet damage is not covered under the LeatherMaster warranty We will not allow the customer to return the damaged furniture for credit Although the customer rejects our decision, we consider this issue closed

First I would like to point some things outThe letter that they started they sent me dated February was never received by me and this is the first that I have seen of itThe last conversation I had with **, the service manager was him telling me he was going to escalate my case to the regional manager *** and that I would get a call from her since I was not given her numberAfter waiting weeks and not receiving a call I decided to call ** back to inquire about this callAfter several days and several phone calls and voice mails he has as of yet to of answered the phone or call me back, so he left the situation with an apparent lie since I also was able to get ***'s voicemail a couple of times and she also has never called me backIn the letter ** has stated that the first couch that I had that got scratches in it were able to be smoothed or brushed out and that is not trueWhen ** told me that was what the report said I told him it was not true and all he could do was defend his worker who made a report and when asked if ***, the service worker took "after" pictures showing the damage was fixed by simply brushing the material he said noWhy would they allow me to reselect due to permanent damage then later say there was not damage?As far as the statement that the damage was determine to be done from dogsI have never said it was notI went to Frontroom furnishings to purchase a couch and told the sales lady, ***, from the start that I had dogs and needed a couch that was pet durableNow I understand that no material is pet proof but there are materials that are more pet friendly than othersMy main problem right now is the fact that I went into Frontroom furnishings after being allowed to reselect asking for help in making my decision as to what fabric to select since I am not a subject matter expertI talked to an assistant manager and three sales associates about the fabric I was selecting and not one of them told me that a "hook and loop" material was the worst selection I could of madeI have been told several times after the fact now by several of their employees that it is the worst material I could of selectedAll I wanted was someone to help meIf the sales associates did not know because as I was told by the manager *** of Front room furnishings "their knowledge is limited and they just told me what they could based on their limited knowledge because they do not know as much as the service techs"Then why didn't they tell me they would get someone who was knowledgeable to help meInstead I feel like I was just told whatever with a smile to get me to buy something then now that there is an issue no one wants to give me the time of day or accept some kind of responsibility.I believe Frontroom should take responsibility for not helping me to pick a fabric that is more durable than othersInstead they led me to believe that a fabric that was the most non-durable then tell me its my fault it does not hold up since I have dogsThey have also stated they have made multiple attempts to help me with my furniture purchase which is untrue since I went their when I was afforded the opportunity to reselect and specifically asked for help in the exact issue and what I got was associates telling me to pick a fabric that was at the bottom

We will be contacting Mr*** to assure him that we will repair his chair under the Bedrooms First warranty which does carry a year warranty on all frame and suspension construction A customer service representative will be in contact with the customer to get this scheduled If
you have any questions regarding this matter, please contact me

In response to *** ***’s complaint concerning the leather
furniture she purchased, we sent a service technician to inspect the issue they
were having on 12/22/15. The technician
found that they were experiencing color loss in the headrest area of their
loveseat. Hair care products,
body oils
and salts can build up and be a contributor to color loss. It is important that leather furniture is
cleaned and conditioned regularly to prolong its life. Color loss in leather on the head and armrests
is a common problem since this is where your hair and skin comes in contact
with the leatherThe customer
did purchase the Leathermaster warranty, which protects against food and
beverage spills as well as cracking and peeling of the leather, however it does
not cover color loss.
To resolve this customer’s issue, we have ordered a new back
and headrest to replace the one that is losing colorWe are doing this at no
charge to the customer. Our Service
department did explain what was causing this issue and attempted to educate the
customer on how to prevent this going forward.
We feel that if the customer cleans and conditions the headrest area
regularly, they should not have this issue againSince the customer is
requesting to return the leather furniture they purchased, we can also offer
them an 80% credit to return, since they have used for almost one year

It is unfortunate that Ms*** is having a pilling issue with the fabric that is on the Lloyds of Chatham sectional she received in December 2016. In the furniture industry, fabric pilling is not considered a defect. Some fabrics can pill within their first months of use.
Pilling is caused by excess fibers that are trapped in the fabric during the milling process. Like new carpeting, these excess fibers shedNormally a lint or sweater shaver will remove the pills without damaging the fabric. Although this is not a defect or warranty issue, we will offer the customer a one-time re-selection to replace the sectional in her home. We want our customers to be happy with their purchase and be able to enjoy the furniture they’ve selected for their home. If this is acceptable, we will have a company representative contact her to set up the re-selection

I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me

I
did not buy our chairs from the manufacturer We bought them from FrontRoom furnishings and the tech already told us FrontRoom furnishings would not repair itEven the salesperson that sold us the chairs said this was not rightI expect FrontRoom to stand behind what they sellOur salesperson said this was your "premier line"The upholstery should not be splitting away from the seams after the little bit of use the have had

I reviewed the response made by the business in reference to complaint ID ***, and find the initial step of the resolution is satisfactory to me I will await contact from them to schedule a technician I do believe the original technician's phone assessment based on the pictures of the cracked material being vinyl though, so suspect that no satisfactory resolution will be met after a technician visit is arranged If repairs can not be made under warranty after the visit, my complaint will most likely be re-entered as the salesperson's misrepresentation of the product as all leather and that the warranty covered all the surfaces I also do not believe there was a menu of materials used included with the sofas We were provided with the maufacturer's brochure on the sofa from the salesperson at time of purchase which refers to it only as a leather sofa with the pictured sofa in 182-leather The word vinyl is not mentioned anywhere

I spoke to the customer this morning, as he left me a voice message late yesterday when I was out of the office.  I have given him full credit for his return as requested.  We are picking up the furniture on Saturday and will credit his card once the product is back in our possession.

Mr. [redacted] has purchased quite a bit from our stores, for which we are very grateful.  I am sorry to have disappointed him by not having his chair at the guaranteed time.  There are situations beyond our control that sometimes delay product from arriving to us.  He is receiving his...

chair today. 12/17.  On our guaranteed orders, we do promise a $100 gift card if a delay occurs.  These are issued after the delivery of the delayed items.  I can understand if Mr. [redacted] does not want a gift card, so I will authorize a $100 adjustment/refund to him for his inconvenience.  I spoke to the customer today and told him of my decision.  He still wasn't happy and said did not want out $100 compensation.  I am still going to issue the check as it is our guarantee.

We have attempted to work with this customer by offering to
exchange the recliners multiple times and allowing her to reselect due to the issues
she was having with the product.  The 20%
that the customer was offered amounted to over $400 of compensation for the England
manufacturing issues...

and we feel that that was more than fair.  At no time did we indicate to the customer
that if she re-selected, that the furniture would carry no warranty. What was
communicated to the customer was we would only allow a one-time reselection.  The reselection would have carried the full manufacturer’s
warranty.
To finalize this issue for the customer and Frontroom
Furnishings, we will have a customer service representative contact the
customer to schedule the pickup of the two recliners and will have the delivery
team give the customer a check for $1404.94 on the day of pickup.
If you have any questions, please contact me

Ms. [redacted] did purchase a Palliser custom 4 piece sectional
on May 10, 2013, in which she selected the Broadway Alabaster leather.  The Broadway Alabaster leather is a Palliser
3000 grade leather which is a protected leather that has pigment added to the
top.  In talking with her...

sales
consultant who assisted her on they day of purchase, she did not tell the
customer or lead her to believe  this was
a full aniline dyed leather.  The customer
took delivery of this sectional on June 29, 2013.  Our records indicate Ms. [redacted] has had three
service calls since taking delivery of her sectional.  On December 13, 2013, our technician went to
her home to address back cushions, which she felt was going flat and also that
the color was fading.  Our technician
found that the back cushions needed to be fluffed (which is normal required customer
maintenance) and he cleaned surface dirt and jean color transfer from the
leather, then instructed that she needed to clean and wipe down periodically.  On July 8, 2014 our technician again went to
her home to inspect her claim that the leather was peeling and there were seams
that were coming loose.  The technician
determined that the leather was not peeling but was caused by her dogs and also
that the seams were being pulled by her dog’s toenails.  The customer told him that the dogs do get on
the furniture and that she did not agree with his assessment because the
leather should hold up.  We scheduled a third
visit on July 31, 2014 in which my technician and I went to the home to inspect
the furniture again. We did not see evidence of cracking and peeling of the
leather but we did see where the dogs had caused damage to the leather with
their toenails.  The customer has two
dogs that are approximately 50 – 60 lbs each and she allows them to get on the
sectional constantly. We both witnessed during the visit that the dogs were
jumping on and off the furniture and climbing on the backs.  We explained that although leather is a
durable cover, it is not indestructible and by her allowing her dogs to climb
all over it was causing the damage and again she disagreed.  I also brought along the store leather sample
that she would have selected from to show her it was indeed leather.  Prior to the last visit, she had made claims
that the cover on the sectional was a polyurethane fabric and not leather which
is why I brought out the leather sample.  At no time during this visit did I or my
technician inform the customer that her leather was aniline dyed as she has
claimed. The customer did purchase the 5 year LeatherMaster warranty which does
cover normal food and beverage spills and also prevents peeling and cracking as
long as the customer uses the provided cleaner and conditioner at least every
six months.  This warranty does not cover
damage caused by pets, which in our opinion is her issue. During this visit we
asked the customer to show us the Leathermaster kit that she received and she
could only find a half used bottle of soft cleaner. She did claim to have other
LeatherMaster cleaners and conditioners that she received from her former
employer when she was a sales consultant for a Cincinnati store.  She did not show these to us and it was our
opinion that the sectional was probably not being cleaned and conditioned as
stated in the warranty.  With a four
piece sectional, if cleaning and conditioning properly, most if not all of the
cleaner and conditioner would have been used.
We reject the customer’s request for a total refund of the
sectional, delivery and cost of the LeatherMaster plan.  We strongly feel this is damage being caused
in the home and is not covered under any warranty.  We also reject that the customer was told by
her sales consultant  and our service
staff that she was getting or has a full aniline dyed leather.

The refund for $763.26 was posted on 9/23, which may take 5-7 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 $107.45 to her [redacted] as a credit for her original delivery charge.  I apologize for the oversight.

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 12 days adter complaint was filed, manager stated that she just recieved complaint today. You can close this case

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Please see the attached letter we sent to Ms. [redacted] date February 27, 2015.   The letter details what we have done to assist in helping with the issue.   As stated here, pet damage is not warranted.  The attached pictures show the origin** section** scratches and the snags on the...

fabric she re-selected to.  There is no fabric that can be considered "pet friendly" as each animal may behave differently.  Owners need to protect their furniture from pets by either prohibiting them to get on the piece, or protecting the piece with blankets or coverings.  We believe we have gone above and beyond what is needed to service our customer, however, the pet damage is her responsibility.  Therefore, we will not offer any further re-selection, return or compensation. Respectfully Submitted, [redacted],General Manager

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.