Home Life Furniture & Accessories

Review: On 10-17-11 I purchased 2 sofas and 3 recliners, a total of $2950.00. One sofa and one recliner were exchanged shortly after because of flaws. Months after settling in with new furniture I started noticing the color of the furniture fading in the seams and other parts. I was reluctant to call the store because the manager, [redacted] does not communicate with me very well, and I consider her to be very defensive about complaints. On 9-18-13 called store because arm of 1 recliner shedded a large area of color. On 9-18-13 at 12:44pm, spoke with [redacted] who claims he's asst mgr. Advised him I did not want to speak to Mgr., [redacted] because she's rude and didn't treat me with respect in 2011 when I had complaints. [redacted] asked me to send pictures of furniture, which I did. On 9-18-13 at 4:58pm [redacted] called and advised me furniture is dry and I should keep it lubricated at all times. Told him that's absurd, and if its true it should have been stated at time of purchase. He stated my warranty is up. I advised him that his store gave me a 5 year warranty in 2011 on these sofas and recliners because of all of the problems I was having with the furniture at that time. He advised me that the warranty I was given was for accidents only, which to this day I have no idea what he meant, but decided not to pursue because I could hardly get a word in with him. My total purchase with this store on 10-17-11 was $6,528.00, for sofas, recliners, bedroom suite, dinette set, and day bed. The first delivery, the headboard was damaged, one dresser drawer cracked, wrong day bed. Second delivery 11-9-11, replaced headboard, and brought wrong dresser drawer. Third delivery, wrong dinette table. When delivery man called to tell [redacted] about the table, I could hear her screaming over the phone, "Its the table she picked", when in actuality the one that was delivered was more expensive than the one I picked. While I was trying to talk to [redacted] he wasn't listening because he was talking over me.

Product_Or_Service: sofas and recliners

Order_Number: XXXXXX and XXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like a replacement of 2 sofas and 3 recliners or a refund of all 5 pieces. They claim that this furniture is leather, but I've never seen any leather furniture peel or lose color, especially in such a short amount of time. If the furniture is replaced I would rather have another fabric, as I don't believe that this furniture is leather. I was told the sides and the backs of the furiture are not leather, and, ironically those are the non problem areas.

Business

Response:

Initial Business Response

First, I would like to thank you for your business and let you know that your business is greatly appreciated. Second, I want to apologize for any inconvenient you're experiencing. Third, I would like to explain the warranty claims procedure. All warranty, if any are manufacture warranty, repair or replacement are at manufacture's sole discretion. We stand behind all products that we sell even though it's not our warranty (within warranty period). The manufacture's warranty on your living room is: Springs 5 years limited warranty, reclining mechanism 5 years limited warranty, Leather and fabric 1 year limited warranty, cushioning 1 year limited warranty. Your purchase was made on 10-17-2011 and your defective leather claim was made on 9-13-2013 which is well over the warranty period covered by the manufacture. However, we did offer free labor and transportation to/from your home and to/from our repair center and provide parts at wholesale price. But, you felt it should be replace and not repair. Which is an unfair request. As for material info, You had purchase an Ashley 944 Memphis Brown Reclining Sofas and Rocker Recliners. You can find more info with the following link: https://www.ashleydirect.com/Catalog_Net/itemdetail.aspx&group=20&itemnumber=XXX...⇄ - Brown&Seriesnumber=XXXXX.

As for the side and back panel which are not affected because it does not comes in contact with the user body. With regard to our 5 years Accidental Protection Plan, which you stated that we offered you for your previous inconvenient, if you could present proof we will gladly honor it. However, Accidental Protection Plan only cover for accidents. Such as spills and stains that may occur from an accident. It's like an insurance plan for furniture. It does not cover for normal wear and tear or manufacturing defects. Again, I truly apologize for any inconvenient and would like to extend our offer of: Free labor and transportation to/from your home and to/from our repair center and provide parts (if available) at wholesale price. Thank you for your business and hope you understand our situation and would allow us to work through this together.

[redacted] with Homelife LLC

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Dealing with your company is like a visit to the Twilight Zone. Mistaken identity? I never knew the name ([redacted]) until I was told, by [redacted], that a [redacted] would be delivering my sofa and chair, and that was long before you came out to inspect the table. So, if it was mistaken identity, it was on her part. Where did I get the name from? When you ([redacted]) came to inspect the table, you told me you were the manager and that was it; I never got a name. Regarding the time you came to inspect the table, your description to the Revdex.com was drastically different from what actually happened. You accused us of "banging" (your word) the chairs against the table, to which I responded, "We don't bang the chairs against the table". Your sarcastic response to me was "Come on, [redacted]," (as if I were lying), which I felt was insulting, condescending, and unprofessional. I have been treated with dignity and respect by everyone I came in contact with at your store, with the exception of management. I'm sure that some customers are extremely important (your words), however I don't feel that I'm one of them. [redacted] was condescending, defensive, and combative, you ([redacted]) were accusatory and condescending, and [redacted] just talked over me, furthermore, I consider all of you unprofessional. When I came to your store, I was shopping for leather sofas and chairs, not vinyl. If it is true that the sofas and chairs I purchased are 41% leather and 59% vinyl, then your store greatly misrepresented them at the time of purchase. Since you admit that the furniture is majority vinyl, maybe you should advertise to customers that the furniture is vinyl, with leather parts, as opposed to leather with vinyl parts. In your first response to the Revdex.com, you mentioned that the vinyl parts (backs and sides underneath the arms) are obviously unaffected because those are not parts that we come in contact with. If these are the only vinyl parts, then from my observation, these areas are much less than the areas I come in contact with. In closing, you insist on directing me to a website to learn more about my furniture. I don't care about what the website says, I care about what I was told. And I was told that the furniture I purchased was leather with vinyl parts under the arms and a vinyl flap on the back.

Final Business Response

Ms. [redacted],

I would like to apologized for your inconvenient and hope we can resolve this on a positive note. Our customers are extremely important to us, so we never hide from any legitimate claim. We stand behind everything we sell.

1. There's probably a mistake in identity on the delivery of your reclining sofa set. I ([redacted]) never deliver any of your merchandise. However, I did came out and inspect your table when a claim was made on the table. There were ding on the edge as a result of chairs moving in and out and hitting the edge. Which is not a defect, but we took care of it and provide you with a touch-up marker for future dings. We don't have any Warranty Plan that exceed the manufacture warranty. However, we do have a 5 Years Protection Plan for accident. If proof is provided, we will honor our 5 years protection Plan. However, it only protect from accident and not normal wear and tear or defects. The contents of you sofa is 41% leather and 59% vinyl. you can also find out more by visiting the following link: https://www.ashleydirect.com/Catalog_Net/itemdetail.aspx?&group=20&itemnumber=XX...⇄ />
Like everything else, with care it will last and look good for years.

2. I ([redacted]) personally instructed [redacted] to offer free labor and transportation but we will have to charge for parts because its no longer under warranty. If there were a miscommunication on our part, I apologize and would like to extend the offer. If parts are still available.

We thank you for your business and hope we can resolve your concern.

Homelife LLC