FrontRoom Furnishings LLC

Mrand Mrs[redacted] purchased their first reclining sofa and chair from us on May 11, and had it delivered on May 14,2013. This sofa group was upholstered in fabric. On Nov7th we ran a service call because the customer complained that threads were pulling from the
fabric. Please see attached pictures. The customer highlighted these areas with a checkerboard marking. Not knowing what exactly caused this we authorized a reselection of merchandise. On November 13, the customer received their second set of furniture, this time leather. On July 14, we ran a service call on these pieces because of complaints of color loss. We saw evidence of color loss, but also of scratching. Again, the customer was authorized to reselect. The customer chose the exact same leather group and received it on August 19, 2014. On 9/15/the customer called for service again, stating the same issues as before
It is our belief that this damaged is being caused in the home. The customer does have large dogs that do sit on the sofa according to a conversation Mrs[redacted] had with our technician. The first leather recliner shows large scratches on the back lumbar pillow. This damage caused by something scratching the leather and not a leather defect. The last picture shows the exact same issue occurring on the 2nd leather recliner that has only been in the home for one month. Our technician did also see evidence on the sofa of scratching.
We believe our company has been very reactive to these complaints. However, it is apparent to us that after attempts, this is damage being caused in the home from the first sofa with fabric pulls, to the scratching and color loss of the two leather groups. We have sold over of these groups with little or no similar issues. FrontRoom Furnishings is willing to perform a rejuvenation of the leather color at the customer's expense. The charge is $for products and labor. While the rejuvenation will cover the damage, it is not a guarantee that the same will not happen again under the same conditions
It is our position that a return for refund of the products
is unwarranted

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

We apologize for any frustration this customer is feeling.  Our system shows the customer first contacted us concerning her sectional on 2/13/17 and we have made several attempts to schedule and resolve her issue at no cost to her.  Below are the facts from Frontroom Furnishing’s...

viewpoint.Original Purchase/Delivery Date:  11/24/20153 piece Palliser sectional (Barrett Collection) - Leather1 Best Accent Chair (Seattle Collection) – FabricOur records show that the customer received delivery of a Palliser 3 piece leather sectional and one fabric accent chair on November 24, 2017.  The first phone contact we show having was February 13th, 2017.  The customer indicated there was a less than an inch tear on the front of sectional.  We originally scheduled the service call on February 21st, but the customer could not be available.  We then rescheduled the service call for February 28th, but on that day before, the customer rescheduled for March 8th.  The customer called in prior to running this call that their grandson had spilled juice on the accent chair and asked for us to look at that as well.  On March 8th we sent a service technician to inspect the sectional.  The customer’s mother was at the home and she and the technician could not find any issue regarding a cut.  He did attempt to clean the juice stain on the accent chair, but could not tell if stain came out until dry.On April 1st we sent a different technician to inspect the sectional again and this time the customer was home to help find the cut.  Our technician did find a cut/tear in the leather and also found some stitching coming out.  In reviewing the paperwork, our technician accidentally misread the original delivery date as 3/8/17 and felt that since this was new he was going to just exchange the damaged piece.  When the technician returned to the office to review his calls with our customer service representative, they found that the technician had incorrectly read the original delivery date and the piece had actually been in the home for a year and a half.  Also, since we could not get the stain out of the accent chair, we were going to get a replacement casing from the manufacturer.  Unfortunately the fabric used on the chair had been discontinued by the manufacturer so we could not replace.   The CSR contacted the customer to review the call and to discuss how we can help them with these issue.  The customer was upset so she was referred to our Service Supervisor.Our Service Supervisor explained and apologized for the error that was made and that we could not get a new casing since the fabric was discontinued.  Our supervisor offered to fix the issues on the sectional at no charge but we could not exchange the piece.  Our technician is confident he can repair both issues on the sectional.   On the accent chair, since we can no longer get a casing made in the same fabric, we have offered to refund the money the paid for the fabric protection.   We are making every attempt to meet the warranty obligations in which we will repair at no cost.  Replacing one piece of a sectional that has been in the home for over a year may have a dye lot issue and would not match the remaining pieces. Our offer still stands.  We will repair the sectional at no charge.  We will refund the customer’s money for the fabric protection they paid for which was $49.95 (with tax $53.70).  We can also send a professional cleaner at no charge to make another attempt to remove the stain. .

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 sectional. Most ,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.

The customer purchased a Mattress 1st (Oakland Pillow-top) mattress in February 2015.  The Mattress 1st brand is a private label for us and is manufactured by Serta, however they do not carry a Serta warranty.  The Mattress 1st mattresses carry a 10 year non-prorated warranty, but the...

mattress does have to be stain and soil free to qualify.  The customer did not purchase a mattress protector when they bought their mattress.  The service technician did not see a mattress protector on the mattress or in the room and was not made aware that there had been one on the mattress.  On our sales floor, each mattress has a product menu card which gives details about the product and warranty.  The Mattress 1st menu card did not include any information claiming it was a Serta mattress.  Concerning the warranty, the menu card also clearly states “Set must be free of stains and soil to qualify with defect. On June 29, 2015, the customer contacted our Service department after talking with her sales consultant and store manager about her concerns that we misrepresented the mattress as Serta.  During this call the customer addressed her concerns and at that point wanted to return the mattress and foundations.    We set up an appointment to have our service technician inspect the mattress for the return on 7/3/15, but the customer cancelled that appointment.  We then offered the customer a 20% discount, since she felt she was lied to by the sales consultant. After a couple of days the customer called on July 6, 2015 and we agreed on a final discount amount of 25% off, which with tax came to $241.60.  This money was credited to her credit card on July 7, 2015   We do not agree with the customer’s statements that we misrepresented the product.  The customer also mentioned that she has had issues with her other furniture purchased at Bedrooms First.  We did even exchange the headboard she purchased that unfortunately was damaged in our delivery truck, but there have been no other issues reported, other than her mattress concern. We feel that we have been very responsive in listening to her concerns and worked with the customer to come to a discount agreement when she first made this claim.   Due to the fact the customer’s mattress is stained and soiled, the warranty is voided.   We do not agree with the customer’s view that our sales consultant misrepresented the mattress and felt the customer misunderstood the Mattress 1st/ Serta relationship.  We gave the customer the benefit of the doubt in 2015 and agreed to the 25% credit in good faith. Our decision is we will not allow a return or replacement of the mattress.

We have emailed the customer and left a message to correct the issue.  Below is the email send to Mr. [redacted] Mr. [redacted],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 $100 gift card.  I will be happy to apply the $100  credit to your purchase as well as give you free delivery for your inconvenience.  The total credit of $214.95 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 do not agree with Mr. [redacted] accusation that the two Serta Upholstry sofas he picked up from our warehouse were infested with spiders and roaches. We have not had any issues with insects in our warehouse or any problems with insects from this manufacturer. The manufacturer has also stated...

they have not had any insect claims from other retailers who offer their products.  We also have not had any prior complaints concerning insects from our customers.These sofas are brand new pieces even though they are sold in our outlets.  These are special buys in which we show the product on our outlet sales floor, but they are stock pieces that are delivered or picked up at our warehouse.   The two sofas that the customer picked up were recevied in our warehouse on September 28, 2016 and October 3, 2016.  As stated above, we have not had any insect  issues with this manufacturer.  When this complaint came in, we opened multiple pieces that came in with these sofas and found no signs of insects.  We have also talked with our warehouse personnel to see if they have noticed any insect issues while unpackaging or prepping product from this or any manufacturer, in which they indicated that they have not seen this issue before.We do not believe the insect issue the customer is experiencing is a result of the two sofas they picked up from our facility. We do not feel we should be held responsible for any exterminating cost the customer feels is necessary to remove insects from his home.

I was told it was a full aniline dyed leather.  [redacted] confirmed that again in my home. It is peeling in areas my dogs can't get to. I showed pics of my dogs, why would I buy a leather they can damage. I use to sell leather furniture so I was clear with what I needed. I have 3 boxes of leather cleaner and conditioner.  The back cusions have weird pores in it , I am having trouble cleaning them. If I wanted furniture like this I could have gone to Value City and paid 20% of what I paid

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

We do not feel that this is animal related. If it were animal related, the animals would have pawed at every piece of furniture that we own.  The piece that is currently being worn is in the SAME exact location as the last piece which is where we sit and our backs rub against the cushion. This is where our clothing rubs but after eight weeks, the dye should not be rubbing off, again.  I'm sorry that they do not want to take responsibility for their poorly crafted furniture and their only excuse is the owners and animals. I do not accept their fix at our expense.  Also, nobody wants to address that their service tech and customer service manager were extremely unprofessional and were insulting and threading when he arrived at our home.  The service manager was rude and threading when he was contacted.  When asked if I could speak with his manager he informed me of her name and hung up on me.

We had a service technician inspect this chair on Wednesday 2/10/16.  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.

Our clients, [redacted] and [redacted], purchased and financed
a sectional on January 21, 2014.  At that
time they entered into a finance contract with Synchrony Financial for 18
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 18 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 $388.74 was
added to their financed account.  This
$388.74 was also financed for 18 months as well.  The 18 month clock began on the $388.74 after
the 11/04/2014 delivery date.
The client signed and authorized the original purchase of
$2269.79 on 2/28/2014, and the $388.74 on 11/01/2014.  Never on 11/01/2014 did the client sign for a
different term for the total of the replaced 2 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 18
month term expires.  It is unfortunate
that the client did not look at his statement for 18 months and is charged with
a large interest fee. Had 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 affordable. All 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.

In response to the Revdex.com complaint by [redacted] received
on 12/20/15
The customer, [redacted], purchased the Flexsteel sofa
(model # [redacted]) from our outlet in June 2011. 
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 $80
per hour, plus tax.
If the customer would like to schedule a technician to
inspect the sofa, they should all us at ###-###-####.

I have spoken to this customer and offered our apology for the lack of communication regarding the delay of his order.  We are delivering the furniture to the customer on Friday of this week at no cost to him.He was pleased with the resolution.

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

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 18 months of deferred interest, not 12 months. This 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.