Heritage Home Group LLC

Initial Business Response / [redacted] (1000, 22, 2015/08/20) */ On May 15, 2015, the [redacted] retailer placed a part order for a new inside back for this customerThe part was ordered because the inside back fabric ripped when the customer pulled on it while moving the sofa Unfortunately, we did not have enough of the material in stock to complete the order at that time and had to have additional rolls sent to us from our sourceAs soon as we received the fabric, the inside back was made; the part order shipped to the retailer on August 6, Although the delay was beyond our control, we do apologize and regret any inconvenience caused

Initial Business Response / [redacted] (1000, 10, 2016/06/09) */ The consumer contacted Heritage Home Group on 3/8/16, stating only that her swivel chair was making noiseWe requested additional information from the consumer regarding the problem with the chair, along with photos, a copy of the sales receipt and the serial numberThe serial number, photos of the chair, and a copy of the bill of sale were provided to us on 4/14/16; no broken parts were obvious from the two photos we receivedThe serial number of the chair, which was purchased by the consumer in February 2013, indicated that it had been manufactured and sold by [redacted] , Inc., a subsidiary of [redacted] , Inc., in Both companies filed for bankruptcy in September Heritage Home purchased only the assets, including the brand name, in a bankruptcy sale in November The style XXXXX chair had been discontinued by [redacted] in June 2012, so no parts were ever made available to HeritageWe advised the consumer that the parts were no longer available due to the discontinuation of the style, but offered her the names of two service techniciansAs the labor warranty on the chair had expired several years earlier, in February 2014, we advised the consumer that the cost of any service call would be her responsibilityThe consumer advised us by email on 4/23/that the technician "determined the chair was defective" and insisted that we provide a replacementWe requested a copy of the service report to understand what was wrong with the chair and to confirm that the technician specifically stated a manufacturing defect existed with the chair, since the chair has apparently worked without issue for the last yearsTo date the consumer has not provided us with a copyPlease note that, while Heritage is not liable for replacement of an item sold under the pre-bankruptcy warranty, the warranty does apply only in the event of a manufacturing defect

Initial Business Response / [redacted] (1000, 6, 2016/10/10) */ We have been in contact with the consumer regarding her concernsWe have agreed to an inspection by a service technician, who will complete the necessary repairs to the furnitureWe apologize for the delay in responding to the consumer, due to the changing of personnel

Complaint: [redacted] I am rejecting this response because:Part of their response is correct, but there are other parts that are incorrectFirst of all, they mentioned that it was two weeks between the chair and the sofaIt was actually right about five weeksThey did not contact me, I contacted themSecond, they said they do not charge for deliveries, but they doThey do not own the delivery company, they contracted itI asked them, and they do charge for deliveryThird, they mentioned nothing to us about interest freeWe had to put half price down for this furnitureThere was no mention of "interest free"Last, my wife collected $interest on her credit cardwe asked for the $credit, and they said fat chanceThe store manager said more than likely they are not going to reimburse us for the interest Sincerely, [redacted]

We received notice of this consumer’s complaint from the retailer in November and requested that the cushion casing be forwarded to us for testing, as we have no history of pilling on this best-selling fabricIn late November, the original casing was received and inspected by our quality control It first appeared to be wear, as only one side of the cushion was pilling; however, we sent the casing on to the fabric supplier for further testing to ensure that there was no defect in the fabric itself The supplier responded with the information that the seat casing had been treated with an after-market coating on the side of the cushion that was pilling After-market treatments void any warranty from both the fabric mill and from HHG/Drexel After advising the retailer of this, the consumer has now sent us a second middle casing, which we just received today; we note that, as the consumer indicated above, this spare casing was ordered separately from the sofa It will be sent to the fabric supplier for testing, as well However, since the consumer has only provided us with the middle seat casings of the sofa for both tests, we are sending a technician to inspect the entire sofa for pillingWe will update our response once that report has been received and the results from the fabric supplier are reviewed

Initial Business Response / [redacted] (1000, 6, 2016/04/12) */ The consumer purchased his recliner in from Lane Furniture Industries, Inc., which filed for bankruptcy in September Heritage Home Group LLC purchased only the assets in a bankruptcy sale; therefore, the company that would have been required to perform under the warranty that came with the consumer's chair no longer existsHeritage Home does not have on hand any stock of the replacement mechanism for a chair sold by another company years ago; we did offer the consumer contact information on companies that might be able to assist him with a new mechanism, but he refused the information and insisted that Heritage Home should obtain the mechanism and send it to him for freeA Consumer Services supervisor spoke with the consumer on 3/30/16, the day before he filed his complaint with the Revdex.com, and advised him that we had located a mechanism that should fit his chair and that we would send it to him as a final courtesyWe will not be able to provide warranty service on the consumer's recliner in the futureThe supervisor followed up with an email to the consumer the same day, providing him the part order number and an estimated delivery time Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response is inaccurate when it says the Consumer Service supervisor spoke with the customer before the Revdex.com was contactedThe conversation happened much later and I am convinced it would not have happened if the Revdex.com were not contactedThe response also infers that the original furniture company no longer exists and Heritage Home only purchased furniture in a bankruptcy, however, they are still conducting business as Lane Furniture Regardless, the other details in the response are accurate and I consider the matter closed

I am rejecting this response because: Customer service representative stated she would look into providing me with a labor quote as requested It is sad that the customer service representative handling my case has not followed through with what was originally agreed upon (provide labor quote) It addition, it is not fair that the "rules" have changed from what was stated to me by the customer service representative

We have been in contact with the consumer and sent out the lock she requested

I am rejecting this response because: They were supposed to send a technician to my house to install the mechanism I asked for a labor quote before a technician was sent to my house I never heard any further response from the company This is the reason I cancelled my claim and refused the mechanism because they did not follow through as stated by telephone by the customer service rep assigned to my case

I am rejecting this response because:
The the first and second times that the mechanism has broke they requested pictures I sent pictures of the broken part that's why they sent the parts l cannot help that their problem product does not work right I am currently out of town I will be out of town until probably March or April I cannot send pictures until thenI am the only one that lives in this house I spend most of the winter at my daughter's in Missouri traveling between Memphis and Nashville to see relativesI will be more than glad to send pictures when I return homeAnd no I was not politely told anything Forest is a very rude person I was told while we're not sending any more to you so now what are you going to do and I was hung up on This chair was not bought off the floor of a of a store it was upholstered to my specification it cost me $and it is not been very good I am gone at least to months out of the year and I am the only one that lives here I have other pieces of furniture this chair is not used often and it's still cannot perform as it's supposed to

Initial Business Response /* (1000, 9, 2016/06/22) */
The consumer emailed Heritage Home's customer service department on 5/16,stating that the cup holders on his furniture were scuffed/scratched, asked if these were user replaceable parts and if so, could he order themHe indicated that he
purchased the furniture from ***We responded via email on 5/20/16, advising him to contact the store where the furniture was purchased if still within the one-year warranty period; however, if the store was closed, to send additional information directly to Heritage Home for assistanceOn 5/23, the consumer provided a copy of his sales receipt and photos of the cup holders, several of which are attached for your reviewSince the serial numbers of his furniture indicated that the pieces had been shipped in April, we again advised the consumer to return to the local store for warranty serviceAll authorized Heritage Home retailers agree to handle warranty claims in the first year, as this usually provides faster service for the consumerIn this case, cup holders cannot simply be popped out and replaced; wiring that runs through the theater seats is involvedThe local retailer can order the necessary parts and arrange for the replacement by an authorized technicianHowever, *** is not an authorized Heritage Home retailer and our warranty specifically states that it applies only to furniture sold by an authorized retailerAs we attempted to track down the chain of sale, we spoke with several people, none of whom had heard from the consumerWe ultimately found that *** purchased the furniture from ***, an online retailer*** ordered the replacement cup holders for the consumer on 6/13/16; those parts have shipped to *** and we understand that they will be handling the replacement for the consumer
Initial Consumer Rebuttal /* (2000, 12, 2016/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very dissapointed in this companyRepeated unanswered emailsComplete lack of communicationI still can't believe I had to file a Revdex.com complaint (my first one)

The consumer purchased her sofa in March 2013; that sofa was manufactured and sold by Thomasville Furniture Industries, Inc., a subsidiary of Furniture Brands International, Inc., and both entities filed for bankruptcy in September 2013. Heritage Home Group LLC (“HHG”) purchased only the
assets of those entities in a bankruptcy sale held in November 2013. While HHG did not receive any money from the consumer’s purchase, we did respond to the consumer’s first claim in December 2015, after the sofa had been in the home over years, regarding an alleged broken frame on her sofa, by sending a service technician to make repairs to the frame. Approximately months later, the consumer again reported that the frame on the sofa was broken. A service technician went to the home to inspect the sofa in November 2016; the service report states that a front-to-back cross bar was broken and hanging loose, and there were to cracks in the front support board. The large number of cracks in the board made the board “unrepairable”. The spring clips were not defective, and the report indicated that the damage was a result of excessive force, as the wood did not have any knots in it that could result in damage so severe. Based upon this report and the photos taken by the service technician at the inspection, HHG has determined that this damage is not covered under warranty The warranty on the Thomasville sofa covers any defect in materials and/or workmanship; excessive use or abuse is not a manufacturing defectRevdex.comGale S*Heritage Home Group LLC
Eastchester Drive
High Point , NC
Dear Gale S***:
This message is in regards to complaint ID filed on12/20/
Below are some issues Revdex.com needs to receive clarification on before being able to move forward
Please provide a copy of the report you reference in your responseYou can email it to ***
Please provide written clarification within 7 calendar daysOnce your correspondence has been received, Revdex.com will continue the conciliation process
Thank you for your prompt reply
Sincerely,
Revdex.com Dispute Resolution Team
Phone:

I am rejecting this response because: Customer service representative stated that they were setting up a technician to come to my house to install the parts I requested a quote for the labor before the technician was sent to my house This is the last I heard from the company and the representative would not return my telephone calls Now, the company is changing their story that I had to arrange for someone to install the parts In addition, this large box appears on my door step I have no idea what is in the box since I was never notified that the parts were being sent to my house Since I did not know what was in the box, I had to reject the package and send it back to sender.My main complaint is that there has been a lack of communication and the company keeps changing their story as how the warranty claim is going to be handled and resolved In addition, I have made valid attempts to follow up with my warranty claim without success since no one will return my messages

Initial Business Response /* (1000, 6, 2016/04/13) */
The consumer took delivery of the furniture on 11/13/On 11/25, she contacted the store, claiming that there was a scratch on the leather and that she was unhappy with the fit of the leather on the chairA service tech went out to
inspect on 12/and noted that the scratch could be repaired and poly could be added to fill out the leather more, but that, since it was a recliner the leather will wrinkle from useBased on the report and the customer's unhappiness, we advised the consumer that same day that we would replace the recliner, instead of make repairsA week later, the customer came into the store to ask if the chair could be replaced with a different style; unfortunately, the replacement order was already in production and the change could not be madeOn 12/30, the consumer emailed stating that because we were unable to change the style, he was cancelling the order "under section B of our contract." The customer had refused the sofa when delivery was attemptedOn 12/31, the customer came back into the store and claimed that we had ordered the wrong styleWe showed the customer a copy of the order, which she signed, as well as the terms and conditions of sale, which she initialed (a copy is attached), showing that the Holbrook sofa and chair had been ordered, at the consumer's request, since he wanted the Holbrook sofa because it had motorized recliners and that is the only one that has this functionThe consumer continued to demand a refund; in accordance with our terms and conditions, a refund was not an optionWe did offer the customer a store credit, so that she could choose a different style; she refused that, as wellOn 3/8/16, we finally offered to pick up the chair from the consumer and refund her money, less a 30% restocking feeThe consumer has continued to refuse anything other than a refund for what appears to be buyer's remorse
Initial Consumer Rebuttal /* (3000, 9, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are not willing to pay 30% restocking fee for a defective productThe company was informed not to process the orderWe are not satisfied with their service (uncooperative) and with their inability to produce a quality product! We want all monies paied to Thomasville refunded to usThe defective recliner that is at my home, needs to be removed, at no extra cost to us and no restocking feeIf any futher information is needed I am more then willing to produce itThank you!

Initial Business Response /* (1000, 7, 2016/02/22) */
We have been in contact with the manager of the independent retailer from whom the consumer purchasedHe has advised that the consumer's chair is not defective; the difference in the feel of the chair is due to the age and use of the floor
model vsthe new cores and different covering the consumer choseWe also spoke with the consumer, advising her that since no defect existed, there was no warranty issue for us to addressThe retailer has indicated that he is willing to work with the consumer toward a resolution; he is willing to allow the consumer to select a different recliner to replace the one she purchased for herselfThere is no issue with the other chair at allWe urge the consumer to contact the retailer in regard to his offer

Initial Business Response /* (1000, 22, 2015/08/20) */
On May 15, 2015, the *** retailer placed a part order for a new inside back for this customerThe part was ordered because the inside back fabric ripped when the customer pulled on it while moving the sofa
Unfortunately, we did not
have enough of the material in stock to complete the order at that time and had to have additional rolls sent to us from our sourceAs soon as we received the fabric, the inside back was made; the part order shipped to the retailer on August 6,
Although the delay was beyond our control, we do apologize and regret any inconvenience caused

Initial Business Response /* (1000, 11, 2016/09/23) */
The customer's mattress and box spring were delivered on 9/10/The media chest and nightstand were ordered on 4/24/and delivered on 5/18/2016, the bed and pillow were ordered on 5/21/and delivered on 7/22/We apologize for
the delay in delivery of the mattress and box spring; however, the order for the mattress was not picked up by the mattress manufacturer when the order was transmitted from the store

Initial Business Response /* (1000, 10, 2016/01/26) */
When this consumer originally reached out to us, we sent a technician to inspect the furniture and take photographs of the pieces on July 15, As the consumer describes, the finish on the dresser is peeling and lifting; the imprint of the
small purse is noticeable, as you can see from the attached photoWe cannot speculate as to what material the coin purse was made of, but it apparently reacted with the finish of the dresserThe photos of the spots on the chest seem to be located beneath a jewelry box with rubber feet, according to the consumerDamage to wood finishes can not only be caused from plastic or rubber feet on items, which may contain chemicals that can migrate into the finish, causing indentations, softening, and discoloration, but also by the heat from candles, televisions, or computersThis type of damage, however, is not due to a manufacturing defectAll manufacturers of wood furniture advise against leaving any type of plastic or rubber on wood surfaces for a length of timeThe technician also reported "spots and cloudy areas" on the headboard; the photos indicate that these areas are close to the bottom of the headboard, where a person's head or body could touch the headboard while sitting against the headboard or lying on the bedThese hazy or cloudy discolorations, sometimes referred to as 'blushing', usually occur when the wood finish has been exposed to moisture, to some sort of chemical, such as those found in colognes, hair products, and medications, as well as to perspiration and body oilAgain, none of this damage is caused by a manufacturing defect
Initial Consumer Rebuttal /* (3000, 13, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stated in my original complaint that Thomasville sent a technician to look at the furnitureIt is interesting that they seem unconcerned that their own technician stated that he had never seen anything like what has happened to my furniture
I also know that Thomasville sold wood bedroom furniture that is not supposed to be used for jewelry boxes with rubber feet, plastic alarm clocks, and many other everyday items normally associated with bedroom furnitureThese prohibitions were listed in the fine print in the warranty that was provided only AFTER the furniture was delivered
I acknowledged to Thomasville that I would settle for having only the headboard fixed, but they refused even thatI am 5'2" tall and have a king sized bedAt no time does my head touch the headboard, nor do I sit up and lean against the headboardThe finish issue on the headboard spans the length of the headboard and is in an area too high for my head to touch when I am sleepingI feel it important to note that Thomasville is no longer blaming my laundry detergent and fabric softener and have moved on to hair products and body oils - once again, everyday itemsThomasville's manufacturer's defect is that their finish is not of sufficient quality to stand up to everyday usage - something that historically has not been the case
My objection is that they do not tell their customers of all the prohibitions until after the sale is done and it is in the fine printIn addition, hair products, medicine, body oil, etcare not even listed in the fine print prohibitionsI could believe that these things were the problem if the problem were confined to a small area of the headboard and I was very tallThomasville is unwilling to address that fact that the problem with my headboard has occurred strictly in the area where my cotton pillows touch the headboard - also something that should be considered usageEven if Thomasville refuses to fix my furniture, I would like to see them forced to disclose the limitations of usage on their wood furniture PRIOR to any sale, thus protecting consumers before they make the decision to spend almost $9,on a bedroom set
Final Business Response /* (4000, 15, 2016/02/08) */
This furniture had been in the consumer's care and control for years before the damage was reported to usWe have no other reports of any similar occurrence with these furniture piecesAlthough the technician may have stated to the consumer that he had never seen anything similar, he did not report to us that the damage was due to a manufacturing defect
Final Consumer Response /* (4200, 17, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution has been offered and the company is unwilling to honor their warranty despite having met the year limitationI first noticed that something was happening the first year I owned the furniture, but thought maybe I was imagining itIt wasn't until I got back from Singapore in Octthat I had the problem with the coin purse and I realized that the problem with the headboard wasn't my imaginationI have this furniture in my house and put plastic bowls and rubber backed coasters on my Fredericksburg furniture that was made in the US and have never had an issue with itIt seems to be the furniture that came from China that now has a finish issue
The technician didn't say that this was a manufacturer's defect because he has never seen anything like it beforeThose were his wordsI am so disappointed that a household name like Thomasville is unwilling to stand behind the finish on their furnitureI was willing to take responsibility for putting a plastic coin purse on my dresser and having it melt into the finish in an effort to be reasonableHowever, the headboard is a totally different issueThe only thing that has ever touched that headboard are my 100% cotton pillow casesThomasville has a manufacturing problem with the combination stain and clear coat that is used in China and doesn't want to own up to it or even consider that there might have been some impurities in the finish used on my set of furniture
I am not satisfied and will now have to consider whether I need to bring a lawsuit for breach of warranty and misrepresentation of the quality of furniture/manufacturingThanks to the Revdex.com for their attempts to facilitate a solution

Unable to provide proof that customer service representative would provide a labor quote since everything was by telephone Nothing was provided in writing at to the steps in the chair replacement process As stated before, they have changed the steps that will be taken The customer service representative would not return any of my calls and now someone else is handling the claim

Initial Business Response /* (1000, 6, 2016/01/24) */
This item was originally ordered by the customer on 4/7/and was available for delivery on 4/22/15; however, delivery could not be scheduled until the balance due on the order was paid and the customer did not pay that balance until 6/30/
It was August before we were able to set up delivery with the customer, but while preparing the item for delivery, we found damage to the consoleWe arranged for a technician to make the needed repairs, but he discovered additional damage that could not be repairedWe ordered a replacement piece in late September; the piece was available for delivery in November but the customer refused deliveryThe store contacted the consumer and agreed to refund her purchase price; the refund was issued on January 11,
Initial Consumer Rebuttal /* (3000, 8, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thomasville is not being truthful with their account of what happenedIt took contacting the Revdex.com to get resoloution of this matter and that is all I am concerned about at this point and to also alert other customers to their improper business practicesI was refunded my $2,with a nice apology from a new store manager at the Roseville storeThank you so much Revdex.com for helping to resolve this horrible experience! ***