Homeloft Inc

CConstranSan Diego Revdex.comRE: Complaint #***Customer: *** *** Our customer, *** *** received delivery of a leather sectional sofa on 8/at approximately 10:30amAt that time she noted a few minor damage areas to the furniture with the delivery driver, and
accepted the delivery pending our commitment to send a technician to address any issues with the furnitureThe issues are ultimately the financial responsibility of the delivery carrier that caused the damage, but we proceed with customers as if it is our responsibility, and cover all costs associated with these types of repairsWe file a claim to cover any costs that are the responsibility of the delivery provider after the customer is taken care of. Pictures provided by the customer are attached separately in my email to you. On 8/15, the day of ***’s delivery, we issued a service request to our National Service Provider, *** Services*** is a division of a larger company called Uniters North America*** maintains a database of furniture service providers around the US and for an administrative fee, will arrange the service of our customers’ furniture on our behalfA Work Order is generated and a technician is assigned by *** within 48-hours of a request, and the customer is generally called within 24-hours after that happens. By 8/the assigned repair technician had not called or scheduled with our customerWe initiated a information request to get more information On 8/the technician called the customer and left a voice message but the customer was unable to get in touch with the technician when she tried to return his call. On 8/we decided that we needed to find a more responsive technician in order to expedite the resolution for our customerWe located a *** Service technician in her areaI find that they tend to be the very best technicians (from my years experience with this). On 8/the new technician, *** *** with *** of *** *** called and scheduled an inspection visit for 8/31. On 8/31, after the visit, *** with *** informed us that all but one issue would be easily repairableFor the one issue that would not look right if repaired, he requested that we provide a replacement partOnce he receives the part, he will return to repair all issues and replace the kick- rest cushion part. We have the part ordered with the manufacturer, *** *** who is sending the part directly to the techWe anticipate the part will arrive soon and Mr*** can finish the repairs for Mrs***. Mrs*** requested compensation prior to her Revdex.com complaint, and we informed her that we would be unable to provide her extra compensationOne of the things she asked was that the manufacturer warranty be extended, but *** *** does not do that, so we’re unable to assist with thatMrs*** is reasoning that because of the issues on the sofa, she’s not confident the product will perform in the long termThe issues Mrs*** experienced with the couch were cosmetic and will be remedied to factory standards on-site, by a professionalThey were all outside panels of the sofa, are not structural in nature, and the performance of the furniture is not affected by them. We will be happy to send an update again once the repairs are completed! Sincerely yours, *** ***LeatherGroups.com*** *** *** ***
*** *** ***
***www.LeatherGroups.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It has taken much too long for them to resolveI purchased the leather sectional sofa in the beginning of July, It took them about a month and a half to deliverAlthough the defects/damages upon receiving the leather sectional sofa were what they considered 'minor', no repairs have been performed yet since receiving the sectional on August 15thWe're now going into October and all I've been getting are half empty promisesI strongly feel that I should be guaranteed to a warranty of at least yearsI've never experienced any delays before with any of the online websites after purchasing their goods or merchandisesThis company is definitely slow with their actions when trying to resolve their customer's concerns/issues]
Regards,
*** ***

Hello again,I wanted to update this complaint after the customer response:1) The shipping / delivery time for the product Mr*** ordered is described as "This item is in-stock and ready to shipLeaves factory in less than days” Our white glove delivery service is described as “approximately 10-business days nationwide”Mr*** order date was 7/6/ This would put the promised ship date at 7/ Lane Furniture shipped the order on 7/ From there, our white glove delivery provider should have taken “approximately 10-business days” which would be around August 3rd On 7/31/15, our white glove delivery provider attempted to schedule with the customer for 8/but did not hear back from the customer in time to include her order on that trip The order had to be bumped to the next trip and her delivery took place on 8/15/15.The delay in getting Mr*** issue resolved is partially due to the first technician contacted not responding, requiring us to have a different technician assigned to resolve the issue It was unfortunate, but outside of our direct control.2) Regarding “extending warranty coverage to years” While 95% of our orders are produced by us here in CA, Mrs ***’s order was a drop ship stock order from a third party furniture manufacturer, *** *** (part of Heritage Home Group, Thomasville, etc) in Mississippi Lane does not offer any means or option for us to extend their manufacturer warranty to years We would be willing to extend an offer to Mrs*** to purchase a 5yrProtection Plan Warranty, that covers accidental spills, stains, etcfor 50% off the current price of $for the planHer price would be $and we’ll have it shipped to her for free.We understand that because of the scuffs the customer feels that she cannot trust the furniture will perform over time, but a qualified 3rd party furniture technician’s report indicates these are minor cosmetic issues that will not affect the longevity or performance of the piece after he completes his job. She accepted delivery fully understanding that a technician on-site repair was what would be happening. The technician did not perform the repairs on his first visit because he required a part for one of the issues and wanted to perform all repairs at one time If this was a product manufactured in our factory we could have had parts to the technician in days, and would have completed by now, but *** ***’s customer service has been a bit sluggish in getting gus the part We did finally acquire the part and it is arriving to the technician by tomorrow, October 7thHe is staged and ready to schedule a visit with the customer to complete the repairs.This customer has expressed that she has never experienced an issue with an e-commerce purchase before, but issues can arise We do our best to respond quickly and with respect for our responsibility to our customers.If you have any questions, please let us know and we will respond as quickly as we can.Thanks!*** ***homeloft IncorporatedLeatherGroups.com*** *** *** *** ***
*** ** ***
*** *** * *** ***
*** *** * ***

CConstranSan Diego Revdex.comRE: Complaint #***Customer: *** *** Our customer, *** *** received delivery of a leather sectional sofa on 8/at approximately 10:30amAt that time she noted a few minor damage areas to the furniture with the delivery driver, and
accepted the delivery pending our commitment to send a technician to address any issues with the furnitureThe issues are ultimately the financial responsibility of the delivery carrier that caused the damage, but we proceed with customers as if it is our responsibility, and cover all costs associated with these types of repairsWe file a claim to cover any costs that are the responsibility of the delivery provider after the customer is taken care of. Pictures provided by the customer are attached separately in my email to you. On 8/15, the day of ***’s delivery, we issued a service request to our National Service Provider, *** Services*** is a division of a larger company called Uniters North America*** maintains a database of furniture service providers around the US and for an administrative fee, will arrange the service of our customers’ furniture on our behalfA Work Order is generated and a technician is assigned by *** within 48-hours of a request, and the customer is generally called within 24-hours after that happens. By 8/the assigned repair technician had not called or scheduled with our customerWe initiated a information request to get more information On 8/the technician called the customer and left a voice message but the customer was unable to get in touch with the technician when she tried to return his call. On 8/we decided that we needed to find a more responsive technician in order to expedite the resolution for our customerWe located a *** Service technician in her areaI find that they tend to be the very best technicians (from my years experience with this). On 8/the new technician, *** *** with *** of *** *** called and scheduled an inspection visit for 8/31. On 8/31, after the visit, *** with *** informed us that all but one issue would be easily repairableFor the one issue that would not look right if repaired, he requested that we provide a replacement partOnce he receives the part, he will return to repair all issues and replace the kick- rest cushion part. We have the part ordered with the manufacturer, *** *** who is sending the part directly to the techWe anticipate the part will arrive soon and Mr*** can finish the repairs for Mrs***. Mrs*** requested compensation prior to her Revdex.com complaint, and we informed her that we would be unable to provide her extra compensationOne of the things she asked was that the manufacturer warranty be extended, but *** *** does not do that, so we’re unable to assist with thatMrs*** is reasoning that because of the issues on the sofa, she’s not confident the product will perform in the long termThe issues Mrs*** experienced with the couch were cosmetic and will be remedied to factory standards on-site, by a professionalThey were all outside panels of the sofa, are not structural in nature, and the performance of the furniture is not affected by them. We will be happy to send an update again once the repairs are completed! Sincerely yours, *** ***LeatherGroups.com*** *** *** ***
*** *** ***
***www.LeatherGroups.com

Hello again,I wanted to update this complaint after the customer response:1) The shipping / delivery time for the product Mr*** ordered is described as "This item is in-stock and ready to shipLeaves factory in less than days” Our white glove delivery service is described as “approximately 10-business days nationwide”Mr*** order date was 7/6/ This would put the promised ship date at 7/ Lane Furniture shipped the order on 7/ From there, our white glove delivery provider should have taken “approximately 10-business days” which would be around August 3rd On 7/31/15, our white glove delivery provider attempted to schedule with the customer for 8/but did not hear back from the customer in time to include her order on that trip The order had to be bumped to the next trip and her delivery took place on 8/15/15.The delay in getting Mr*** issue resolved is partially due to the first technician contacted not responding, requiring us to have a different technician assigned to resolve the issue It was unfortunate, but outside of our direct control.2) Regarding “extending warranty coverage to years” While 95% of our orders are produced by us here in CA, Mrs ***’s order was a drop ship stock order from a third party furniture manufacturer, *** *** (part of Heritage Home Group, Thomasville, etc) in Mississippi Lane does not offer any means or option for us to extend their manufacturer warranty to years We would be willing to extend an offer to Mrs*** to purchase a 5yrProtection Plan Warranty, that covers accidental spills, stains, etcfor 50% off the current price of $for the planHer price would be $and we’ll have it shipped to her for free.We understand that because of the scuffs the customer feels that she cannot trust the furniture will perform over time, but a qualified 3rd party furniture technician’s report indicates these are minor cosmetic issues that will not affect the longevity or performance of the piece after he completes his job. She accepted delivery fully understanding that a technician on-site repair was what would be happening. The technician did not perform the repairs on his first visit because he required a part for one of the issues and wanted to perform all repairs at one time If this was a product manufactured in our factory we could have had parts to the technician in days, and would have completed by now, but *** ***’s customer service has been a bit sluggish in getting gus the part We did finally acquire the part and it is arriving to the technician by tomorrow, October 7thHe is staged and ready to schedule a visit with the customer to complete the repairs.This customer has expressed that she has never experienced an issue with an e-commerce purchase before, but issues can arise We do our best to respond quickly and with respect for our responsibility to our customers.If you have any questions, please let us know and we will respond as quickly as we can.Thanks!*** ***homeloft IncorporatedLeatherGroups.com*** *** *** *** ***
*** ** ***
*** *** * *** ***
*** *** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It has taken much too long for them to resolve. I purchased the leather sectional sofa in the beginning of July, 2015. It took them about a month and a half to deliver. Although the defects/damages upon receiving the leather sectional sofa were what they considered 'minor', no repairs have been performed yet since receiving the sectional on August 15th. We're now going into October and all I've been getting are half empty promises. I strongly feel that I should be guaranteed to a warranty of at least 5 years. I've never experienced any delays before with any of the online websites after purchasing their goods or merchandises. This company is definitely slow with their actions when trying to resolve their customer's concerns/issues. ]
Regards,
[redacted]

Review: The damages were already noticeable to my recently purchased leather sofa at the time of its delivery to my home. The sectional sofa that I purchased from Home Loft was supposedly 'genuine leather' and already there are noticeable damages. For my family and I, we are investing close to three thousand dollars to get this financed. Both the delivery person and I had taken a few pictures of the damages for proof of documentation. Both he and I agree that the damages were already there before the delivery occurred. In my attempts to file a repair claim, the delivery person called the customer service dept from Sun Delivery. [redacted] from Sun Delivery promised me that an onsite technician will come out to repair the damages relatively soon. Her phone number is [redacted]. I had refused to send the entire sectional back since it has taken me almost two months to receive. I also insisted on having someone come out within two weeks after delivery had occurred to repair the damages as the tears may get worse if not resolved within a timely manner. And still no repair date has been scheduled as of yet.Desired Settlement: I had insisted on receiving some sort of compensation for my time and frustration, preferably additional warranty coverage offered by the manufacturer to rectify my negative experiences with this online purchase. Upon receiving it, the damages were already noticeable and obvious. How can I be reassured that this leather sectional will last me less than 1 year? I am seriously questioning my judgement and regretting my decision now after making this online purchase.

Business

Response:

C. ConstranSan Diego Revdex.comRE: Complaint #[redacted]Customer: [redacted] Our customer, [redacted] received delivery of a leather sectional sofa on 8/15 at approximately 10:30am. At that time she noted a few minor damage areas to the furniture with the delivery driver, and accepted the delivery pending our commitment to send a technician to address any issues with the furniture. The issues are ultimately the financial responsibility of the delivery carrier that caused the damage, but we proceed with customers as if it is our responsibility, and cover all costs associated with these types of repairs. We file a claim to cover any costs that are the responsibility of the delivery provider after the customer is taken care of. Pictures provided by the customer are attached separately in my email to you. On 8/15, the day of [redacted]’s delivery, we issued a service request to our National Service Provider, [redacted] Services. [redacted] is a division of a larger company called Uniters North America. [redacted] maintains a database of furniture service providers around the US and for an administrative fee, will arrange the service of our customers’ furniture on our behalf. A Work Order is generated and a technician is assigned by [redacted] within 48-72 hours of a request, and the customer is generally called within 24-48 hours after that happens. By 8/21 the assigned repair technician had not called or scheduled with our customer. We initiated a information request to get more information. On 8/24 the technician called the customer and left a voice message but the customer was unable to get in touch with the technician when she tried to return his call. On 8/25 we decided that we needed to find a more responsive technician in order to expedite the resolution for our customer. We located a [redacted] Service technician in her area. I find that they tend to be the very best technicians (from my 13 years experience with this). On 8/27 the new technician, [redacted] with [redacted] of [redacted] called and scheduled an inspection visit for 8/31. On 8/31, after the visit, [redacted] with [redacted] informed us that all but one issue would be easily repairable. For the one issue that would not look right if repaired, he requested that we provide a replacement part. Once he receives the part, he will return to repair all issues and replace the kick-