Furniture Clinic

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did not refuse to send a picture in as *** claimsIf that's all it would have taken to get a refund I would have obligedThe purpose of the picture was so she could offer me an alternate product, not to offer me a refundTheir products do not work and I do not want an alternate productI want a full refundShe did tell me I could not speak to a manager because he would just tell me the same thing that she told meShe said in her response that I could have returned the product for a refund if I didn't use itHow was I supposed to know the product didn't work if I didn't try it? I used very minimal productI tried it on a very small section that is damaged and on a very small undamaged section as wellI also did their absorbency test BEFORE I bought the productThe water absorbed into my sofa so the product should have absorbed as well, based on their claims*** requested a photo so she can tell me from hundreds of miles away that my sofa is non-absorbent when I'm standing right here and I am telling her that it is, based on their water testShe would be in fact calling me a liar, which she was implying over the phoneAs for the damaged cleaner, she did in fact refuse to offer me a refund on thatShe wanted to send me a new sprayer which is not a supplemental item for ease of useI ordered a spray bottle of cleaner that came in damaged and could not be used properlyI did email the company regarding the damaged cleaner as well as the ineffective balm and it is very convenient for her to say she didn't receive my emailsI cannot and should not be held responsible for their faulty communication system that is set up on their own websiteI can only assume that they are taking such a firm stance on no refunds because many many people must try to get a refund after using their ineffective productsIf their products lived up to their claims, there would be no need to refund anyone's moneyI refuse to get more non-working product, especially since to do so, I would not only need to waste more time taking a picture and sending it in, but I would also need to cut off a piece of my leather sofa and send it in so it can be "color matched." This is unacceptableI will not damage my sofa further in the hopes that the next product or the next product after that MIGHT repair my damaged sofaI am still requesting a full refundIt is absurd that they are refusing a refund on a DAMAGED product, as well as an ineffective product that has not lived up to their claimsThank you
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

As a trained employee of Furniture Clinic, who's name is in fact [redacted], I am here to follow all procedures of this company to the absolute best of my ability and to assist customers in any way possible. [redacted] called and explained that she has received an item that was damaged and that the...

Recoloring Balm she ordered did not work on her sofa. I began by explaining our Recoloring Balm and was happy to discuss how it works and why it didn't work on her leather. Leather Recoloring Balm only works on Absorbent quality leathers. It will work 100% of the time if it is able to be absorbed into a leather surface. A leather is non-absorbent if it was originally colored with a finish or top coat. Customers are asked to do a water test in an undamaged area to ascertain the absorbency of their leather (if the water seeps in it is absorbent and if it beads upon the surface it is non-absorbent.) I explained to her that this is a common error customers have had and that I would be happy to provide her with alternative products that would make the repair necessary. We ask that this water test is preformed in an undamaged area because in worn or faded areas, a finish or top coat tends to wear off and this can yield misleading water test results: i.e. if many areas on the surface of leather is heavily worn, it may appear to be absorbent. In this circumstance, that is the case with this customer. She told me she had done the water test and it absorbed water. The second way to confirm if this is the right product, is to test a minimal portion to see if it works. This customer would have been able to refund this if she had tested the product before using any amount which would in turn, change and dilute the full contents, making it non-refundable. This Balm sat on top of her leather which she applied to many areas, which means, she has a non-absorbent leather type. Because she kept explaining that her leather was in fact absorbent and the Balm still hadn't worked, the best way I could assist her further was asking her to email me photographs of her leather and the areas she had tried to apply the Balm. I have been trained to identify all leather types and to assess if products fail to meet standards. I asked her for a photo solely to try and help her in her quest for a refund. At the current juncture, without showing me photos, as according to our return policy, if a customer orders an incorrect product and it has been used, we are unable to process a refund as no fault of ours was taken. To contrast, if the incorrect product was purchased and was Unused, I could process a refund upon receipt of the product at our location. To receive a photo, I will not need to confirm a depiction of water's absorbency(though that IS something that is identifiable, should a customer put water on the leather and then photograph the results) but I simply requested receipt of a photo of the leather itself. Had she agreed, I would have been able to assist her and I explained this to her. But she didn't want to. I am able to ascertain a lot of information about a leathers make-up from a photo, this should not be a surprise to her because it is my full time occupation. She told me I did not have the ability to assist her which was incorrect. The only person her told her I would be unable to assist her was herself, which was highly unfortunate. Before I can say yes or no to a refund, I simply requested a photo to help her further. She mistook that as a complete write-off in assisting her at all. That is not the case and I explained this to her. To confront her first complaint of unanswered emails, I immediately apologized that no response was made and asked her for her email address that the attempts of contact had been made from so that I may search for her in all sections of my outlook program, which contains every email customers send to our Company, which in fact, do all go to me. This was done so that I can identify if she was unanswered or that the emails were never successful in reaching us. I wanted to know if these emails were received to let her know she is a valued customer where one of two outcomes from this search could have occurred: 1. Apologize that no contact had been made back to emails if they had appeared or 2. provide her with peace of mind that she was not being ignored. I typed in her email address and had no success in finding unanswered emails from her address. She was not willing to cooperate patiently, or to let me speak in order to provide other options in trying to find these emails (by this I mean, search for an alternative email address she may have sent them from.) For reasons unknown to me, whichever email provider she sent the emails from did NOT come through to us using the address she provided me with. This is an unfortunate, uncontrollable glitch about internet technology and I wish the emails had reached us as this complaint would not be here, probably. She wanted a refund and would not allow me to take all measures of getting and providing the information we both needed in order to confront every query she had and tackle it to get results. My manager was NOT in yesterday and I NEVER said she could not leave a message for him. She asked to speak with him and I informed her that he was not in, that is all. Now, to explain the damaged item. The item that was damaged was a spray nozzle we include for the bottle of our Leather Ultra Clean that is packed into the parcel as an optional applicator which makes spraying the cleaner easier for the customer. The Ultra Clean bottle itself was not damaged. However, I said I would be happy to assist her with the damaged product. Our company will not and does not refund customers who do not substantiate their claims of product failure.

We will not be giving this customer a refund. The reason I asked for a photograph was in the hopes that I could view product failure on her leather type so that I could make a refund possible for her. I can tell leather type from a photo and I can also tell absorbent leathers from non-absorbent leathers. If I was able to see a photo of the product failing to perform on the absorbent leather that she described it to be, I would have been able to process a refund without her needing to send anything back to us, used or not used. She didn't want to send a photo, so I could not help her further. My superior was not in the office when she called (that's why putting him on the phone was NOT capable of being done.) He would say exactly as I am saying because this is our refund policy which is available on our website. I never said she could not speak to him or could not leave a message. I never received those emails she sent, that is the truth and I would not lie about that. If I found unanswered emails, I would have apologized that they went unanswered and tried to rectify the situation. If she sends a photo of the recoloring balm failing to perform on the specific leather type that it is made to work on which is absorbent leather only, that is how she would be able to receive a refund.

Review: I had emailed them about receiving a refund on a product I had had for quite some time but never use and wondered if I might be able to receive a refund if I shipped it back to them? They responded that if I shipped it back to them and found that it had not been used they would be happy to refund my money. I shipped it back, they have received it and I am still waiting to have my refund deposited into my account or have anyone contact me.Desired Settlement: I want $54.95 deposited in the account that I gave them as they instructed me to do when they emailed me about sending the product back for a refund.

Consumer

Response:

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I ordered a leather restoration kit ** Oct. The spray bottle that contained the cleaner was defective when I received it and did not spray at all. The leather cream did not work on my sofa which has very minimal sun fading. I am unsure why it did not work as I tested my leather to ensure it was absorbent prior to ordering the product. I have emailed the company twice regarding this and have never received s response. I finally got tired of waiting for s response and called the company today. I spoke to "[redacted]" when I called in. She claimed that she never received any emails from me (she said all emails as r we routed through her). She refused a refund on both the damaged cleaning poduct and the non working cream. She refused to allow me to leave message for the manager as well stating he was out but would tell me the same thing. [redacted] requested a photo of the leather as she is a subject matter expert on leather and can apparently tellll from a photo if my leather I'd absorbent. She said this was needed to Sid in recommending further products. I stated that I just wanted a refund as I would not be ordering additional products due to their horrible customer service, defective products and refusal to refund my money. I explained that I had the product boxed up and ready to mail badminton and she again refused a refund.Desired Settlement: I would like to return the product (I will pay the cost of return shipment) for full refund in the amount of $49.26.

Business

Response:

As a trained employee of Furniture Clinic, who's name is in fact [redacted], I am here to follow all procedures of this company to the absolute best of my ability and to assist customers in any way possible. [redacted] called and explained that she has received an item that was damaged and that the Recoloring Balm she ordered did not work on her sofa. I began by explaining our Recoloring Balm and was happy to discuss how it works and why it didn't work on her leather. Leather Recoloring Balm only works on Absorbent quality leathers. It will work 100% of the time if it is able to be absorbed into a leather surface. A leather is non-absorbent if it was originally colored with a finish or top coat. Customers are asked to do a water test in an undamaged area to ascertain the absorbency of their leather (if the water seeps in it is absorbent and if it beads upon the surface it is non-absorbent.) I explained to her that this is a common error customers have had and that I would be happy to provide her with alternative products that would make the repair necessary. We ask that this water test is preformed in an undamaged area because in worn or faded areas, a finish or top coat tends to wear off and this can yield misleading water test results: i.e. if many areas on the surface of leather is heavily worn, it may appear to be absorbent. In this circumstance, that is the case with this customer. She told me she had done the water test and it absorbed water. The second way to confirm if this is the right product, is to test a minimal portion to see if it works. This customer would have been able to refund this if she had tested the product before using any amount which would in turn, change and dilute the full contents, making it non-refundable. This Balm sat on top of her leather which she applied to many areas, which means, she has a non-absorbent leather type. Because she kept explaining that her leather was in fact absorbent and the Balm still hadn't worked, the best way I could assist her further was asking her to email me photographs of her leather and the areas she had tried to apply the Balm. I have been trained to identify all leather types and to assess if products fail to meet standards. I asked her for a photo solely to try and help her in her quest for a refund. At the current juncture, without showing me photos, as according to our return policy, if a customer orders an incorrect product and it has been used, we are unable to process a refund as no fault of ours was taken. To contrast, if the incorrect product was purchased and was Unused, I could process a refund upon receipt of the product at our location. To receive a photo, I will not need to confirm a depiction of water's absorbency(though that IS something that is identifiable, should a customer put water on the leather and then photograph the results) but I simply requested receipt of a photo of the leather itself. Had she agreed, I would have been able to assist her and I explained this to her. But she didn't want to. I am able to ascertain a lot of information about a leathers make-up from a photo, this should not be a surprise to her because it is my full time occupation. She told me I did not have the ability to assist her which was incorrect. The only person her told her I would be unable to assist her was herself, which was highly unfortunate. Before I can say yes or no to a refund, I simply requested a photo to help her further. She mistook that as a complete write-off in assisting her at all. That is not the case and I explained this to her. To confront her first complaint of unanswered emails, I immediately apologized that no response was made and asked her for her email address that the attempts of contact had been made from so that I may search for her in all sections of my outlook program, which contains every email customers send to our Company, which in fact, do all go to me. This was done so that I can identify if she was unanswered or that the emails were never successful in reaching us. I wanted to know if these emails were received to let her know she is a valued customer where one of two outcomes from this search could have occurred: 1. Apologize that no contact had been made back to emails if they had appeared or 2. provide her with peace of mind that she was not being ignored. I typed in her email address and had no success in finding unanswered emails from her address. She was not willing to cooperate patiently, or to let me speak in order to provide other options in trying to find these emails (by this I mean, search for an alternative email address she may have sent them from.) For reasons unknown to me, whichever email provider she sent the emails from did NOT come through to us using the address she provided me with. This is an unfortunate, uncontrollable glitch about internet technology and I wish the emails had reached us as this complaint would not be here, probably. She wanted a refund and would not allow me to take all measures of getting and providing the information we both needed in order to confront every query she had and tackle it to get results. My manager was NOT in yesterday and I NEVER said she could not leave a message for him. She asked to speak with him and I informed her that he was not in, that is all. Now, to explain the damaged item. The item that was damaged was a spray nozzle we include for the bottle of our Leather Ultra Clean that is packed into the parcel as an optional applicator which makes spraying the cleaner easier for the customer. The Ultra Clean bottle itself was not damaged. However, I said I would be happy to assist her with the damaged product. Our company will not and does not refund customers who do not substantiate their claims of product failure.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not refuse to send a picture in as [redacted] claims. If that's all it would have taken to get a refund I would have obliged. The purpose of the picture was so she could offer me an alternate product, not to offer me a refund. Their products do not work and I do not want an alternate product. I want a full refund. She did tell me I could not speak to a manager because he would just tell me the same thing that she told me. She said in her response that I could have returned the product for a refund if I didn't use it. How was I supposed to know the product didn't work if I didn't try it? I used very minimal product. I tried it on a very small section that is damaged and on a very small undamaged section as well. I also did their absorbency test BEFORE I bought the product. The water absorbed into my sofa so the product should have absorbed as well, based on their claims. [redacted] requested a photo so she can tell me from hundreds of miles away that my sofa is non-absorbent when I'm standing right here and I am telling her that it is, based on their water test. She would be in fact calling me a liar, which she was implying over the phone. As for the damaged cleaner, she did in fact refuse to offer me a refund on that. She wanted to send me a new sprayer which is not a supplemental item for ease of use. I ordered a spray bottle of cleaner that came in damaged and could not be used properly. I did email the company regarding the damaged cleaner as well as the ineffective balm and it is very convenient for her to say she didn't receive my emails. I cannot and should not be held responsible for their faulty communication system that is set up on their own website. I can only assume that they are taking such a firm stance on no refunds because many many people must try to get a refund after using their ineffective products. If their products lived up to their claims, there would be no need to refund anyone's money. I refuse to get more non-working product, especially since to do so, I would not only need to waste more time taking a picture and sending it in, but I would also need to cut off a piece of my leather sofa and send it in so it can be "color matched." This is unacceptable. I will not damage my sofa further in the hopes that the next product or the next product after that MIGHT repair my damaged sofa. I am still requesting a full refund. It is absurd that they are refusing a refund on a DAMAGED product, as well as an ineffective product that has not lived up to their claims. Thank you. Sincerely,[redacted]

Business

Response:

We will not be giving this customer a refund. The reason I asked for a photograph was in the hopes that I could view product failure on her leather type so that I could make a refund possible for her. I can tell leather type from a photo and I can also tell absorbent leathers from non-absorbent leathers. If I was able to see a photo of the product failing to perform on the absorbent leather that she described it to be, I would have been able to process a refund without her needing to send anything back to us, used or not used. She didn't want to send a photo, so I could not help her further. My superior was not in the office when she called (that's why putting him on the phone was NOT capable of being done.) He would say exactly as I am saying because this is our refund policy which is available on our website. I never said she could not speak to him or could not leave a message. I never received those emails she sent, that is the truth and I would not lie about that. If I found unanswered emails, I would have apologized that they went unanswered and tried to rectify the situation. If she sends a photo of the recoloring balm failing to perform on the specific leather type that it is made to work on which is absorbent leather only, that is how she would be able to receive a refund.