Furniture and Mattress 86, Inc.

I am rejecting this response because:
Plain and simple most of this information written by *** is inaccurate:
*** was not in the store when I purchased the *** recliner. I never spoke to him at all. I was in late in the evening after dark, I had my year old daughter with me. We had been to other furniture stores and this particular recliner was $lower then one I saw in another store we had been in. A young man assisted me at ***' storeThere was only one other employee in the store he was a heavy set, balding, older man sitting at a desk right by the recliner chairs. He chuckled at a few of the questions I asked the young salesman. He never got up from his chair. I even stated to the young salesman how nice it was that there was only the two of them there and not a bunch jumping at you like a car salesman would. He said, "yep, just me and him."
I purchased this chair as a Christmas gift for my adult son in Red Bluff for Christmas! I never asked for a hurried delivery in fact I was disappointed it would be delivered so quickly as it was only Dec 8. I assumed they had stock in the back room, in fact I asked that they not give me the floor model and the gentleman said it wouldn't be. It obviously was and today when *** contacted me I mentioned that and he agreed that it indeed was the floor model and that he didn't know I didn't want the floor modelReally? who wants the floor model?
When they brought the chair it was earlier then expected hourly and when they arrived to deliver it only my year old grandson was home awaiting his mother, he wouldn't have known if it were in good condition or not , he just knew he wasn't comfortable with the delivery men being earlier in the day then expected. Today when *** called he told me he had to take the day off to deliver the chairThat of course is not my fault as they offer free delivery
The young salesman never mentioned to me during the sale nor did *** during any of our phone conversations that there was a day satisfaction guarantee. I was told by the salesman that the store had a great warranty that covered the chair for year. parts service and labor for any problem plus manufacturer defects. I am always sure to ask that question when purchasing a larger more costly item, for this obvious reasonThe day my husband and I went into the store to speak with someone it was because I hadn't heard from them in quite awhile and we were in town. There was a homeless man sitting on an outside display, *** came out and asked him to leave, we stepped in and the store was empty, there was one grey truck out in the parking lot with a man and woman sitting in it smoking. A man approached us, I had no idea it was *** as I had never seen him before only spoke on the phone... *** approached us smiling until I told him who I was, of course he had never seen me before because he was not in the store the night of purchase. His smile quickly disappeared as he loudly stated as if he assumed conflict,
" I told you I would call you when the parts came in!" he turned and walked away, both my husband and I quite surprised and offended, noticed he walked to the opposite corner in back of the store alone meeting with no one and as we turned to leave the store *** approached a customer who was being attended by a sales person, as if to look busy. We had no intention of pursuing any more information from such a rude person. His store was far from busy, as I have usually seen itYesterday on May I researched the manufacturer for *** furniture to see if I by myself, could find out what was happening with the parts, as I have felt as though I wasn't being taken seriously or honestly spoken to by ***. I found the manufacturer website to be very uninformative as well they show an no phone numbers and email addresses one for sales and one for repairs. It also states not to contact them but to contact your dealer with problems concerning your purchase. I emailed both addresses in hopes of someone contacting me with some solid information.
This morning May 6, *** called my cell phone to say that he had been contacted by a man, he didn't say who, he quickly said I see you will take a replacement chair. I said I prefer a refund as I do not want to deal with you nor do I want to go through this again if in the future the next chair proves to be just as dysfunctional as this one. He repeated himself. I said, I see by your other complaints on Revdex.com that they too have had the same problems as I have and that you have said and done the same things to them as you have to me, Even walking away from them to go to the other side of the store. I also see that you never offer a refund. He said matter of factly, " I do not, do you want another chair?"
I said OK I will take a new chair replacement. He stated that this will take another to weeks for him to get it, of course I was upset with this information and said if it takes that long it is obvious you sent me the old floor model the first time he said "yes he did"Still he never mentioned anything about a day satisfaction guarantee as he has written in his response..
The only reason it took me almost three months to contact *** is because my son travels often and for long periods of time as does his family. He had mentioned the problems to me the times he had been home to sit in his new chair, but I waited to see the chair upon his next time home. I would have contacted the store quicker had I gone to see what the problems were, my son didn't feel it was his place to contact the store as he had nothing to do with the sale, but I would have had to go to Red Bluff to meet up with the store personnel if in fact the appt was made during a inopportune time for my son.
After *** called me this morning he called back approxan hour later and offered me a loaner recliner for my son while we wait the 6-week delivery for the replacement chair. I told him it was decent of him to offer, but with hindsight I am now reluctant to accept a loaner, not knowing if I can trust *** and his company to not try to pull something on me and try to charge me for any problems the chair may have or has had etc and I am not sure the loaner will be acceptable in my sons house. In other words a yellow chair in a blue and brown house etc. So I will call to tell *** no thank you on the loaner....as others have done, it makes better sense.
I called large furniture stores here in the Redding area today along with two small ones. All of which stated they would have either refunded or replaced the chair if in fact the complaint was within days of purchase. All of them stated they do not sell their floor models, all are ordered and sent direct from factoryI mentioned this to *** this morning he said, "yes I know."
I also received an email from a *** *** who works with the manufacturer although I am not sure of her connection to them. She sent me two emails, the first one said she contacted the store to find out when they were supposed to receive the parts, why on earth she had to ask them instead of her parts department I'll never know, and her second email said the parts won't be shipped until the 12th of May.
*** said he called to confirm and they told him they had already shipped on May 4th. They told me to weeks the first time I contacted them......See what I mean? Hard to believe, hard to trust.
I still prefer a refund, I do not want anything from Furniture and Mattresses of Redding, CA I have contacted a legal advisor, and I am filing another complaint at the DA's office in Shasta County.
I am being forced against my will and better judgment to take a another chair from *** since he will not honor my refund request I am also being forced to continue to deal with this company as wellboth of which I feel are very shady and unprofessional It's all unfortunate and time consuming beyond belief. I'm very sorry my son's special gift had to end up like this for him . I have purchased recliners as gifts for family members since February of from different stores in Redding, *** ***, *** *** ***, *** *** and even ***, all have been great chairs and all of the stores were great experiences except for this one.
Honesty the best policy....AMEN!
Today, 5/6/

I am rejecting this response because:Plain and simple most of this information written by *** is inaccurate:*** was not in the store when I purchased the *** recliner. I never spoke to him at all. I was in late in the evening after dark, I had my year old daughter with me. We had been to other furniture stores and this particular recliner was $lower then one I saw in another store we had been in. A young man assisted me at ***' storeThere was only one other employee in the store he was a heavy set, balding, older man sitting at a desk right by the recliner chairs. He chuckled at a few of the questions I asked the young salesman. He never got up from his chair. I even stated to the young salesman how nice it was that there was only the two of them there and not a bunch jumping at you like a car salesman would. He said, "yep, just me and him." I purchased this chair as a Christmas gift for my adult son in Red Bluff for Christmas! I never asked for a hurried delivery in fact I was disappointed it would be delivered so quickly as it was only Dec 8. I assumed they had stock in the back room, in fact I asked that they not give me the floor model and the gentleman said it wouldn't be. It obviously was and today when *** contacted me I mentioned that and he agreed that it indeed was the floor model and that he didn't know I didn't want the floor modelReally? who wants the floor model?When they brought the chair it was earlier then expected hourly and when they arrived to deliver it only my year old grandson was home awaiting his mother, he wouldn't have known if it were in good condition or not , he just knew he wasn't comfortable with the delivery men being earlier in the day then expected. Today when *** called he told me he had to take the day off to deliver the chairThat of course is not my fault as they offer free deliveryThe young salesman never mentioned to me during the sale nor did *** during any of our phone conversations that there was a day satisfaction guarantee. I was told by the salesman that the store had a great warranty that covered the chair for year. parts service and labor for any problem plus manufacturer defects. I am always sure to ask that question when purchasing a larger more costly item, for this obvious reason.The day my husband and I went into the store to speak with someone it was because I hadn't heard from them in quite awhile and we were in town. There was a homeless man sitting on an outside display, *** came out and asked him to leave, we stepped in and the store was empty, there was one grey truck out in the parking lot with a man and woman sitting in it smoking. A man approached us, I had no idea it was *** as I had never seen him before only spoke on the phone... *** approached us smiling until I told him who I was, of course he had never seen me before because he was not in the store the night of purchase. His smile quickly disappeared as he loudly stated as if he assumed conflict, " I told you I would call you when the parts came in!" he turned and walked away, both my husband and I quite surprised and offended, noticed he walked to the opposite corner in back of the store alone meeting with no one and as we turned to leave the store *** approached a customer who was being attended by a sales person, as if to look busy. We had no intention of pursuing any more information from such a rude person. His store was far from busy, as I have usually seen it.Yesterday on May I researched the manufacturer for *** furniture to see if I by myself, could find out what was happening with the parts, as I have felt as though I wasn't being taken seriously or honestly spoken to by ***. I found the manufacturer website to be very uninformative as well they show an no phone numbers and email addresses one for sales and one for repairs. It also states not to contact them but to contact your dealer with problems concerning your purchase. I emailed both addresses in hopes of someone contacting me with some solid information. This morning May 6, *** called my cell phone to say that he had been contacted by a man, he didn't say who, he quickly said I see you will take a replacement chair. I said I prefer a refund as I do not want to deal with you nor do I want to go through this again if in the future the next chair proves to be just as dysfunctional as this one. He repeated himself. I said, I see by your other complaints on Revdex.com that they too have had the same problems as I have and that you have said and done the same things to them as you have to me, Even walking away from them to go to the other side of the store. I also see that you never offer a refund. He said matter of factly, " I do not, do you want another chair?"I said OK I will take a new chair replacement. He stated that this will take another to weeks for him to get it, of course I was upset with this information and said if it takes that long it is obvious you sent me the old floor model the first time he said "yes he did".Still he never mentioned anything about a day satisfaction guarantee as he has written in his response.. The only reason it took me almost three months to contact *** is because my son travels often and for long periods of time as does his family. He had mentioned the problems to me the times he had been home to sit in his new chair, but I waited to see the chair upon his next time home. I would have contacted the store quicker had I gone to see what the problems were, my son didn't feel it was his place to contact the store as he had nothing to do with the sale, but I would have had to go to Red Bluff to meet up with the store personnel if in fact the appt was made during a inopportune time for my son. After *** called me this morning he called back approxan hour later and offered me a loaner recliner for my son while we wait the 6-week delivery for the replacement chair. I told him it was decent of him to offer, but with hindsight I am now reluctant to accept a loaner, not knowing if I can trust *** and his company to not try to pull something on me and try to charge me for any problems the chair may have or has had etc and I am not sure the loaner will be acceptable in my sons house. In other words a yellow chair in a blue and brown house etc. So I will call to tell *** no thank you on the loaner....as others have done, it makes better sense. I called large furniture stores here in the Redding area today along with two small ones. All of which stated they would have either refunded or replaced the chair if in fact the complaint was within days of purchase. All of them stated they do not sell their floor models, all are ordered and sent direct from factoryI mentioned this to *** this morning he said, "yes I know." I also received an email from a *** *** who works with the manufacturer although I am not sure of her connection to them. She sent me two emails, the first one said she contacted the store to find out when they were supposed to receive the parts, why on earth she had to ask them instead of her parts department I'll never know, and her second email said the parts won't be shipped until the 12th of May. *** said he called to confirm and they told him they had already shipped on May 4th. They told me to weeks the first time I contacted them......See what I mean? Hard to believe, hard to trust. I still prefer a refund, I do not want anything from Furniture and Mattresses of Redding, CA I have contacted a legal advisor, and I am filing another complaint at the DA's office in Shasta County. I am being forced against my will and better judgment to take a another chair from *** since he will not honor my refund request I am also being forced to continue to deal with this company as wellboth of which I feel are very shady and unprofessional. It's all unfortunate and time consuming beyond belief. I'm very sorry my son's special gift had to end up like this for him . I have purchased recliners as gifts for family members since February of from different stores in Redding, *** ***, *** *** ***, *** *** and even ***, all have been great chairs and all of the stores were great experiences except for this one. Honesty the best policy....AMEN! Today, 5/6/

I am rejecting this response because:7/27/2015 Dear *** *** *** ***
*** *** ** *** Never were we shown any information pertaining to BondedLeather information and we never received the “sales order” as mentioned here, allwe have is the bill of sale. As to Mr.*** statement “Protection Plan is called the Premium Protection Plan” thatis not true, written on our copy the plan is called “Premium LeatherSingle-Piece 5-year Protection Plan Protection Plan Number: ***” iswhat was provided to us by “Furniture and Express” when we paid the $andnothing pertaining to Bonded Leather.We did go to and let them know what had happen and theyreferred us to our protection plan, herein is their answer.As a buying participant of public shopping, we rely on our salespersonsfor honesty and fairness concerning the product when we purchased theirproducts. It has come to our attentionthat we cannot rely on the sales representatives when especially concerning the“Bonded Leather” issue. We have foundseveral court cases. Sincerely,*** ** *** - Husband*** *** ***
*** *** ***
*** ** ***

On May 21, 2011, we purchase one eight piece sofa total price $plus $for the five (5) year protection plan (Prodprotection)On several of the pieces it has start peeling, both the back and bottom of the seating part It has been determined that the glue to bond the pieces of "reconstitued" leather or just plain "vinyl" it is not premium leather Single-Piece "86" Furniture did not informed us that this sofa was covered with Bonded Leather It has been well established in the furniture industry and established through court cases for years, that a Bonded Leather couch is horrible for home sofas, and yet "86" provided us with a "Premium Leather Single-Piece 5-Year Protection Plan" after our purchased
The difference between bonded leather and genuine is that genuine leather is made from entire pieces of animal hide and bonded is not the whole skin of an animal, but left-over pieces of hide blended "glued" together to form a seamless piece of leather material Manufacturers will also use many types of coats and permanent polishes to make bonded leather appear to be the real deal It is also inexpensive and is often made of recycled materials not true leather but a man-made material
"86" Furniture is selling Bonded Leather Sofas and we were not informed of this when we purchased This is a negative business practice and the consumer is duped
We confronted "86" and they informed us to implement our protection plan, we contacted Montage Furniture Services (MFS) We have started this claims process
Thank You

When this mattress was purchased both Mrand Mrs*** were told that it had to be ordered and that we should have it by the following Wedor ThurThe mattress truck shipped to us on Thurbut the manufacturer shipped the wrong mattress Mr*** called that
afternoon to check on the order I explained to him what had happened and offered to deliver a comparable mattress that I had in stock as a loaner for free until we could get back out the following week with the one he ordered , he asked for a discount because of the mistake I explained to him that we had already given him a substantial discount up front , and we were unable to discount it further. They were looking at a similar mattress somewhere else in town, it was less money than ours and even though it was not the same mattress we discounted ours for them to make them happy He said that he was tired of sleeping on his old bed and I again offered to send them a nice mattress for them to use but he again declined it . I told him we would have the mattress that they ordered to them by the end of next week and we will I believe that our offer to deliver a comparable mattress to use until we could get the right one was more than fair , and it still stands , Sincerely *** ***

Our Revdex.com rating speaks for it self an A+, we take care of our customers. Unfortunately not all customers can be satisfied and will say anything to get the results they desire. This last customer response is not only inaccurate but insulting. We have picked up the customers recliner and have given her a refund.

The mattress has been delivered, and there is nothing further we can do to make this consumer happy. We are sorry for the experience.

I am rejecting this response because:
When we bought the mattress, we told the salesman we needed it as soon as possible and that the other location would take a couple days longer and that's why we were on the fence. We didn't ask for the company to match the price. The salesman offered and even checked with his manager. 
 
The owner is using the fact that because the mattress was discounted already he couldn't discount anymore due to the mistake. Does that mean if I paid regular price I would get compensated for the company's mistake?  When the company offers to match a price does that mean they no longer provide the same quality of service that is normally provided?  If I would have known that I would have rather gone to the other location and waited an extra day or two and received good customer service. 
 
As to the offer for a loner mattress, I have no intentions of sleeping on a used mattress. I didn't pay for a used mattress and I don't want a used mattress in my house. I have an infant that sleeps on my bed and I don't want to risk her getting sick. 
Sincerely,
[redacted]

In response to complaint [redacted]The complaint references a sectional purchased on May 21,2011. Attached is a copy of the original sales order. The sales order makes no reference of the sectional being covered in leather. The sectional that was purchased on this sales order is covered in a bonded...

leather. Bonded leather merchandise sold in our store is clearly marked with point of sale tags provided by the manufacturer listing the material content of the cover. We do not and have never represented bonded leather as top grain leather on our point of sale, in our sales presentation or our advertising.The correct product protection plan has been issued to the customer. The protection plan is called the Premium Protection Plan, the name of the plan is not a description of the cover on the merchandise it is the name of the plan. The type of plan is the Leather type, the leather type plan covers all types of leather, bonded, splits, standard and top grain. It again is not a description of the cover on the merchandise just a description of the protection plan type. Please find attached the summary coverage of the premium protection plans.I am sorry the customer is having problems with the cover on the sectional. The sectional is over 4 years old, the manufacturer covers the bonded leather for a period of one year which would of expired on May 21, 2012. The Montage Protection Plan is still in force and would take care of any covered problems. Attached is the summary coverage of the Montage Protection Plan which lists what the plan covers.We are not responsible for the repair, exchange or replacement of any merchandise over 30 days old. The manufacturer would be responsible for the first year. The Montage Product Protection is responsible for repairs covered by the plan for 5 years.If I can be any assistance with the Montage claim please let me know.[redacted]

I am rejecting this response because:unfortunately [redacted] is calling me a liar in addition to his previous information about the events that have taken place. There is no way for anyone to know who is being honest but the higher then thou knows the truth and that's what matters. [redacted] has finally handled this in a professional matter. Making a very professional and decently spoken phone call to me and offered my full refund. Of course I accepted but not before taking numerous pictures of the recliner for fear of his retaliation by accusing us of anything he may come up with. I was so Leary of him I refused the loaner chair.  Buyer beware is all I can say. Use a reputable dealership, ask questions, ask the mgr about return policies, get it in writing, and make sure u get a new chair that you pay for not the nasty floor model.  I am glad [redacted] decided to do the right thing I'm sure it had something to do with my mentioning the DA's office. I will contact the DA and let them know all is resolved, as well as the Revdex.com and the news. I have lived in Redding for 20 years and I have never had to fight with any Redding business like I had to with Furniture and mattress 86 and [redacted] simply to get the item I paid for. New and in working condition. I swear all of my statements to be truthful and accurate. I am now satisfied with my refund and will nolonger respond to [redacted] accusations and dishonest recant of events. Thank you Revdex.com for mediating and allowing my posting

In response to complaint [redacted]The complaint references a sectional purchased on May 21,2011. Attached is a copy of the original sales order. The sales order makes no reference of the sectional being covered in leather. The sectional that was purchased on this sales order is covered in a...

bonded leather. Bonded leather merchandise sold in our store is clearly marked with point of sale tags provided by the manufacturer listing the material content of the cover. We do not and have never represented bonded leather as top grain leather on our point of sale, in our sales presentation or our advertising.The correct product protection plan has been issued to the customer. The protection plan is called the Premium Protection Plan, the name of the plan is not a description of the cover on the merchandise it is the name of the plan. The type of plan is the Leather type, the leather type plan covers all types of leather, bonded, splits, standard and top grain. It again is not a description of the cover on the merchandise just a description of the protection plan type. Please find attached the summary coverage of the premium protection plans.I am sorry the customer is having problems with the cover on the sectional. The sectional is over 4 years old, the manufacturer covers the bonded leather for a period of one year which would of expired on May 21, 2012. The Montage Protection Plan is still in force and would take care of any covered problems. Attached is the summary coverage of the Montage Protection Plan which lists what the plan covers.We are not responsible for the repair, exchange or replacement of any merchandise over 30 days old. The manufacturer would be responsible for the first year. The Montage Product Protection is responsible for repairs covered by the plan for 5 years.If I can be any assistance with the Montage claim please let me know.[redacted]

On December 8th 2014 Mrs. [redacted] purchased a Vista recliner by [redacted] for her son. As she wanted the recliner right away as it was a gift for her son I delivered the recliner to her son's home in Red Bluff on December 10th 2014 and the recliner was signed for in good condition (attached)....

Mrs. [redacted] contacted me the first part of April about a problem with the recliner. As required by the manufacture warranty I set up an inspection our next Red Bluff day April 10th to determine the problem, take pictures and determine what parts would be needed for the repair. The information was sent to [redacted] and the repair was authorized and the parts ordered on April 15th. When I received conformation of the parts order I contacted Mrs. [redacted] April 17th to let her know [redacted] had authorized the repair and the parts were ordered and it usually takes about four weeks to receive parts from [redacted], as soon as I receive the parts I will contact her to schedule the repair. On April 29th Mrs. [redacted] came into the store as she was concerned with the length of time it was taking to get the parts, I told her it usually takes about four weeks to receive the parts and that I would call her as soon as I received them to set up the repair. The store was quite busy when she was in and if I seemed rude to her I apologize for that it was unintentional. I checked with [redacted] at [redacted] again later on April 29th to verify the ship date of the week of May 4th for the parts, she said yes they are scheduled to ship that week. Until this morning May 6th when I received this notice from you and an e-mail from [redacted] I had no idea that Mrs. [redacted] was upset with me. This morning May 6th I contacted Mrs. [redacted] and explained that the recliner has been in her son's home past out 10 day satisfaction guarantee, because the recliner was over 3 months old when the problem was reported that the manufacture warranty was taking care of the repair for her. I offered her a loaner recliner for her son to use until the parts arrive and the recliner is repaired, The loaner recliner is scheduled to be delivered this Friday May 8th. I have once again called [redacted] at [redacted] to check on the status of the parts, they are scheduled to ship out this week.Thank You,[redacted]Furniture and Mattress 86

Review: I ordered a mattress from mattress 86 on Saturday march 22nd and was told it would be ready for pickup Wednesday night or Thursday morning. We never received a phone call so Thursday evening my husband called and he was informed there was a mistake and we wouldn't receive the mattress for another week. We never received a phone call from the store and they didn't offer any compensation for their mistake.Desired Settlement: A discount on the mattress for their mistake. At this rate I will never go back and I will pass on their bad customer service skills to all my friends and family. If they would have fixed their mistake they would have kept my business.

Business

Response:

When this mattress was purchased both Mr.. and Mrs. [redacted] were told that it had to be ordered and that we should have it by the following Wed. or Thur. The mattress truck shipped to us on Thur. but the manufacturer shipped the wrong mattress . Mr. [redacted] called that afternoon to check on the order . I explained to him what had happened and offered to deliver a comparable mattress that I had in stock as a loaner for free until we could get back out the following week with the one he ordered , he asked for a discount because of the mistake . I explained to him that we had already given him a substantial discount up front , and we were unable to discount it further. They were looking at a similar mattress somewhere else in town, it was less money than ours and even though it was not the same mattress we discounted ours for them to make them happy . He said that he was tired of sleeping on his old bed and I again offered to send them a nice mattress for them to use but he again declined it . I told him we would have the mattress that they ordered to them by the end of next week and we will . I believe that our offer to deliver a comparable mattress to use until we could get the right one was more than fair , and it still stands , Sincerely [redacted]

Consumer

Response:

I am rejecting this response because:

When we bought the mattress, we told the salesman we needed it as soon as possible and that the other location would take a couple days longer and that's why we were on the fence. We didn't ask for the company to match the price. The salesman offered and even checked with his manager.

On May 21, 2011, we purchase one eight piece sofa total price $2749 plus $249.00 for the five (5) year protection plan (Prodprotection). On several of the pieces it has start peeling, both the back and bottom of the seating part. It has been determined that the glue to bond the pieces of "reconstitued" leather or just plain "vinyl" it is not premium leather Single-Piece. "86" Furniture did not informed us that this sofa was covered with Bonded Leather. It has been well established in the furniture industry and established through court cases for years, that a Bonded Leather couch is horrible for home sofas, and yet "86" provided us with a "Premium Leather Single-Piece 5-Year Protection Plan" after our purchased.

The difference between bonded leather and genuine is that genuine leather is made from entire pieces of animal hide and bonded is not the whole skin of an animal, but left-over pieces of hide blended "glued" together to form a seamless piece of leather material. Manufacturers will also use many types of coats and permanent polishes to make bonded leather appear to be the real deal. It is also inexpensive and is often made of recycled materials not true leather but a man-made material.

"86" Furniture is selling Bonded Leather Sofas and we were not informed of this when we purchased. This is a negative business practice and the consumer is duped.

We confronted "86" and they informed us to implement our protection plan, we contacted Montage Furniture Services (MFS). We have started this claims process.

Thank You

Review: On December 8, 2014, I purchased a [redacted] brand, large man, reclining chair as a Christmas gift for my adult son. It was delivered a couple of weeks later. My son stated the chair was different, uneven and not responding as he had hoped it would. I assumed it was simply because he was used to a Lazyboy brand prior to this one. I did not get to see the chair until the end of March. It was terribly listing to the right, it was half way reclining at all times and never could be controlled to a sitting position, the cushion fabric was largely puffed away from the cushion.I called the store and made a complaint. I was called a week later by the store mgr, he stated they would go out to "take care of the chair". Two men were sent to take pictures only of the chair. They saw the state of the chair and had their comments of "messed up" "it needs to go back"After waiting a couple of weeks for a contact,I called the store. The mgr told me he had to send the pictures to the manufacturer and was waiting for them to get back to him. A couple weeks went by again and the mgr called, he said it was authorized for repair but now he was awaiting the parts from manufacturer. It has been 6 weeks since I first contacted the mgr, he still has not received the parts and takes offense when I contact him to ask of the repair. I feel under the circumstances and the time frame I should be able to get a full refund so I may get a decent chair from a reputable dealer and reputable manufacturer. I have gotten no where through the dealer or manufacturer. I found 2 email addresses on the website for the manufacturer of [redacted] Chairs, both of which I sent an email to with my concerns. To date I have not heard from them either. I went in person to the store with my husband the mgr just said, "I told you I am waiting for parts, I will call you." Then he walked away. I do not feel this is a professional way to handle this and I am upset to find my gift of $590.18 in such poor mechanical shape.Desired Settlement: I was not offered a new replacement, or a refund just a repair which has taken at least 6 weeks or longer and still no contact or date of repair.I would prefer a FULL REFUND OF $590.18. I do not feel this manufacturer or dealer are reputable and I am concerned their repairs will be just as concerning as their "new item" and their "customer service". Unfortunately I would prefer not to continue dealing with this dealer or manufacturer.

Business

Response:

On December 8th 2014 Mrs. [redacted] purchased a Vista recliner by [redacted] for her son. As she wanted the recliner right away as it was a gift for her son I delivered the recliner to her son's home in Red Bluff on December 10th 2014 and the recliner was signed for in good condition (attached). Mrs. [redacted] contacted me the first part of April about a problem with the recliner. As required by the manufacture warranty I set up an inspection our next Red Bluff day April 10th to determine the problem, take pictures and determine what parts would be needed for the repair. The information was sent to [redacted] and the repair was authorized and the parts ordered on April 15th. When I received conformation of the parts order I contacted Mrs. [redacted] April 17th to let her know [redacted] had authorized the repair and the parts were ordered and it usually takes about four weeks to receive parts from [redacted], as soon as I receive the parts I will contact her to schedule the repair. On April 29th Mrs. [redacted] came into the store as she was concerned with the length of time it was taking to get the parts, I told her it usually takes about four weeks to receive the parts and that I would call her as soon as I received them to set up the repair. The store was quite busy when she was in and if I seemed rude to her I apologize for that it was unintentional. I checked with [redacted] at [redacted] again later on April 29th to verify the ship date of the week of May 4th for the parts, she said yes they are scheduled to ship that week. Until this morning May 6th when I received this notice from you and an e-mail from [redacted] I had no idea that Mrs. [redacted] was upset with me. This morning May 6th I contacted Mrs. [redacted] and explained that the recliner has been in her son's home past out 10 day satisfaction guarantee, because the recliner was over 3 months old when the problem was reported that the manufacture warranty was taking care of the repair for her. I offered her a loaner recliner for her son to use until the parts arrive and the recliner is repaired, The loaner recliner is scheduled to be delivered this Friday May 8th. I have once again called [redacted] at [redacted] to check on the status of the parts, they are scheduled to ship out this week.Thank You,[redacted]Furniture and Mattress 86

Consumer

Response:

I am rejecting this response because:Plain and simple most of this information written by [redacted] is inaccurate:[redacted] was not in the store when I purchased the [redacted] recliner. I never spoke to him at all. I was in late in the evening after dark, I had my 18 year old daughter with me. We had been to 3 other furniture stores and this particular recliner was $100 lower then one I saw in another store we had been in. A young man assisted me at [redacted]' store. There was only one other employee in the store he was a heavy set, balding, older man sitting at a desk right by the recliner chairs. He chuckled at a few of the questions I asked the young salesman. He never got up from his chair. I even stated to the young salesman how nice it was that there was only the two of them there and not a bunch jumping at you like a car salesman would. He said, "yep, just me and him." I purchased this chair as a Christmas gift for my adult son in Red Bluff for Christmas! I never asked for a hurried delivery in fact I was disappointed it would be delivered so quickly as it was only Dec 8. I assumed they had stock in the back room, in fact I asked that they not give me the floor model and the gentleman said it wouldn't be. It obviously was and today when [redacted] contacted me I mentioned that and he agreed that it indeed was the floor model and that he didn't know I didn't want the floor model. Really? who wants the floor model?When they brought the chair it was earlier then expected hourly and when they arrived to deliver it only my 14 year old grandson was home awaiting his mother, he wouldn't have known if it were in good condition or not , he just knew he wasn't comfortable with the delivery men being earlier in the day then expected. Today when [redacted] called he told me he had to take the day off to deliver the chair. That of course is not my fault as they offer free delivery. The young salesman never mentioned to me during the sale nor did [redacted] during any of our phone conversations that there was a 10 day satisfaction guarantee. I was told by the salesman that the store had a great warranty that covered the chair for 1 year. parts service and labor for any problem plus manufacturer defects. I am always sure to ask that question when purchasing a larger more costly item, for this obvious reason.The day my husband and I went into the store to speak with someone it was because I hadn't heard from them in quite awhile and we were in town. There was a homeless man sitting on an outside display, [redacted] came out and asked him to leave, we stepped in and the store was empty, there was one grey truck out in the parking lot with a man and woman sitting in it smoking. A man approached us, I had no idea it was [redacted] as I had never seen him before only spoke on the phone... [redacted] approached us smiling until I told him who I was, of course he had never seen me before because he was not in the store the night of purchase. His smile quickly disappeared as he loudly stated as if he assumed conflict, " I told you I would call you when the parts came in!" he turned and walked away, both my husband and I quite surprised and offended, noticed he walked to the opposite corner in back of the store alone meeting with no one and as we turned to leave the store [redacted] approached a customer who was being attended by a sales person, as if to look busy. We had no intention of pursuing any more information from such a rude person. His store was far from busy, as I have usually seen it.Yesterday on May 5 I researched the manufacturer for [redacted] furniture to see if I by myself, could find out what was happening with the parts, as I have felt as though I wasn't being taken seriously or honestly spoken to by [redacted]. I found the manufacturer website to be very uninformative as well they show an no phone numbers and 2 email addresses one for sales and one for repairs. It also states not to contact them but to contact your dealer with problems concerning your purchase. I emailed both addresses in hopes of someone contacting me with some solid information. This morning May 6, 2015 [redacted] called my cell phone to say that he had been contacted by a man, he didn't say who, he quickly said I see you will take a replacement chair. I said I prefer a refund as I do not want to deal with you nor do I want to go through this again if in the future the next chair proves to be just as dysfunctional as this one. He repeated himself. I said, I see by your other complaints on Revdex.com that they too have had the same problems as I have and that you have said and done the same things to them as you have to me, Even walking away from them to go to the other side of the store. I also see that you never offer a refund. He said matter of factly, " I do not, do you want another chair?"I said OK I will take a new chair replacement. He stated that this will take another 6 to 8 weeks for him to get it, of course I was upset with this information and said if it takes that long it is obvious you sent me the old floor model the first time he said "yes he did".Still he never mentioned anything about a 10 day satisfaction guarantee as he has written in his response.. The only reason it took me almost three months to contact [redacted] is because my son travels often and for long periods of time as does his family. He had mentioned the problems to me the 2 times he had been home to sit in his new chair, but I waited to see the chair upon his next time home. I would have contacted the store quicker had I gone to see what the problems were, my son didn't feel it was his place to contact the store as he had nothing to do with the sale, but I would have had to go to Red Bluff to meet up with the store personnel if in fact the appt was made during a inopportune time for my son. After [redacted] called me this morning he called back approx. an hour later and offered me a loaner recliner for my son while we wait the 6-8 week delivery for the replacement chair. I told him it was decent of him to offer, but with hindsight I am now reluctant to accept a loaner, not knowing if I can trust [redacted] and his company to not try to pull something on me and try to charge me for any problems the chair may have or has had etc and I am not sure the loaner will be acceptable in my sons house. In other words a yellow chair in a blue and brown house etc. So I will call to tell [redacted] no thank you on the loaner....as others have done, it makes better sense. I called 4 large furniture stores here in the Redding area today along with two small ones. All of which stated they would have either refunded or replaced the chair if in fact the complaint was within 120 days of purchase. All of them stated they do not sell their floor models, all are ordered and sent direct from factory. I mentioned this to [redacted] this morning he said, "yes I know." I also received an email from a [redacted] who works with the manufacturer although I am not sure of her connection to them. She sent me two emails, the first one said she contacted the store to find out when they were supposed to receive the parts, why on earth she had to ask them instead of her parts department I'll never know, and her second email said the parts won't be shipped until the 12th of May. [redacted] said he called to confirm and they told him they had already shipped on May 4th. They told me 2 to 4 weeks the first time I contacted them......See what I mean? Hard to believe, hard to trust. I still prefer a refund, I do not want anything from Furniture and Mattresses 86 of Redding, CA. I have contacted a legal advisor, and I am filing another complaint at the DA's office in Shasta County. I am being forced against my will and better judgment to take a another chair from [redacted] since he will not honor my refund request. I am also being forced to continue to deal with this company as well.... both of which I feel are very shady and unprofessional. It's all unfortunate and time consuming beyond belief. I'm very sorry my son's special gift had to end up like this for him . I have purchased 6 recliners as gifts for family members since February of 2014 from 4 different stores in Redding, [redacted], [redacted], [redacted] and even [redacted], all have been great chairs and all of the stores were great experiences except for this one. Honesty the best policy....AMEN! Today, 5/6/2015

Business

Response:

Our Revdex.com rating speaks for it self an A+, we take care of our customers. Unfortunately not all customers can be satisfied and will say anything to get the results they desire. This last customer response is not only inaccurate but insulting. We have picked up the customers recliner and have given her a refund.

Consumer

Response:

I am rejecting this response because:unfortunately [redacted] is calling me a liar in addition to his previous information about the events that have taken place. There is no way for anyone to know who is being honest but the higher then thou knows the truth and that's what matters. [redacted] has finally handled this in a professional matter. Making a very professional and decently spoken phone call to me and offered my full refund. Of course I accepted but not before taking numerous pictures of the recliner for fear of his retaliation by accusing us of anything he may come up with. I was so Leary of him I refused the loaner chair. Buyer beware is all I can say. Use a reputable dealership, ask questions, ask the mgr about return policies, get it in writing, and make sure u get a new chair that you pay for not the nasty floor model. I am glad [redacted] decided to do the right thing I'm sure it had something to do with my mentioning the DA's office. I will contact the DA and let them know all is resolved, as well as the Revdex.com and the news. I have lived in Redding for 20 years and I have never had to fight with any Redding business like I had to with Furniture and mattress 86 and [redacted] simply to get the item I paid for. New and in working condition. I swear all of my statements to be truthful and accurate. I am now satisfied with my refund and will nolonger respond to [redacted] accusations and dishonest recant of events. Thank you Revdex.com for mediating and allowing my posting

Review: 86 Revdex.com Complaint 6/28/2015 separation On May 21, 2011, we purchase one seven piece leather sofa total price $2749 plus $249.00 the five (5) year protection plan. On four of the pieces, we encountered a separation process in June 2014 on both the back and bottom of the seating cushion. It has been determined that the glue to bond the pieces of "reconstituted" leather or just plain "vinyl" it is not the wording on our protection contract Premium Leather Single-Piece. 5-Year Protection Plan"86" Furniture did not informed us that this sofa was covered with the Bonded Leather process. It has been well established in the furniture industry and established through court cases for years that a Bonded Leather couch is horrible for home sofas, and yet "86" provided us with a furniture protection plan entitled "Premium Leather Single-Piece 5-Year Protection Plan" after our purchased.The difference between bonded leather and genuine is that genuine leather is made from entire pieces of animal hide and bonded is not the whole skin of an animal, but left-over pieces of hide blended "glued" together to form a seamless piece of leather material. Manufacturers will also use many types of coats and permanent polishes to make bonded leather appear to be the real deal. It is also inexpensive and is often made of recycled materials not true leather but a man-made material."86" Furniture is selling Bonded Leather Sofas and we were not informed of this when we purchased. This is a negative business practice and the consumer is duped.We confronted "86" and they informed us to implement our protection plan, we contacted Montage Furniture Services (MFS). We have started this claims process.Thank You[redacted]Desired Settlement: We want a Premium Leather Sofa replcement

Business

Response:

In response to complaint [redacted]The complaint references a sectional purchased on May 21,2011. Attached is a copy of the original sales order. The sales order makes no reference of the sectional being covered in leather. The sectional that was purchased on this sales order is covered in a bonded leather. Bonded leather merchandise sold in our store is clearly marked with point of sale tags provided by the manufacturer listing the material content of the cover. We do not and have never represented bonded leather as top grain leather on our point of sale, in our sales presentation or our advertising.The correct product protection plan has been issued to the customer. The protection plan is called the Premium Protection Plan, the name of the plan is not a description of the cover on the merchandise it is the name of the plan. The type of plan is the Leather type, the leather type plan covers all types of leather, bonded, splits, standard and top grain. It again is not a description of the cover on the merchandise just a description of the protection plan type. Please find attached the summary coverage of the premium protection plans.I am sorry the customer is having problems with the cover on the sectional. The sectional is over 4 years old, the manufacturer covers the bonded leather for a period of one year which would of expired on May 21, 2012. The Montage Protection Plan is still in force and would take care of any covered problems. Attached is the summary coverage of the Montage Protection Plan which lists what the plan covers.We are not responsible for the repair, exchange or replacement of any merchandise over 30 days old. The manufacturer would be responsible for the first year. The Montage Product Protection is responsible for repairs covered by the plan for 5 years.If I can be any assistance with the Montage claim please let me know.[redacted]

Consumer

Response:

I am rejecting this response because:7/27/2015 Dear [redacted]

[redacted] Never were we shown any information pertaining to BondedLeather information and we never received the “sales order” as mentioned here, allwe have is the bill of sale. As to Mr.[redacted] statement “Protection Plan is called the Premium Protection Plan” thatis not true, written on our copy the plan is called “Premium LeatherSingle-Piece 5-year Protection Plan Protection Plan Number: [redacted]” iswhat was provided to us by “86 Furniture and Express” when we paid the $249.00 andnothing pertaining to Bonded Leather.We did go to 86 and let them know what had happen and theyreferred us to our protection plan, herein is their answer.As a buying participant of public shopping, we rely on our salespersonsfor honesty and fairness concerning the product when we purchased theirproducts. It has come to our attentionthat we cannot rely on the sales representatives when especially concerning the“Bonded Leather” issue. We have foundseveral court cases. Sincerely,[redacted] - Husband[redacted]