Inhome Furniture Gallery

Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ Later on in the day of 04/27/2015, [redacted] the Store Manager, has contacted the customer in an effort to resolve this issueUnfortunately, we are at the mercy of the manufacturer/factory and deeply apologize for any inconveniences that it may have caused the customerOne of the main reason for the delay was the port issue in Long Beach, causing many delays nationwideThe customer has agreed on a $refund and is willing to wait until next week for her merchandiseIn the event that she doesn't receive her merchandise, she will be getting a full refund of the difference, minus the $Customer was satisfied with this resolution and asked us to put it in writing so we emailed herIf the customer has any other questions, please have the customer contact us directlyThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/09/23) */
09/23/15,
To Whom It May Concern:
First of all, this item was purchased in January and the merchandise was received back in January The customer received the merchandise in good condition
Last week, on 09/14/15, we
received a phone call from the customer, months later, saying they just noticed there was a rip on the sideWe asked the customer to provide us with photosFrom looking at the photos, it was self-inflicted or caused by something being underneath the couch and when they reclined, caused the rip and caused minor damage to the wood frame underneath itIn the photo, we've noticed there were wood particles where the fabric was torn, which indicates the customer most likely damaged itFrom the picture they sent us, we can easily pull the fabric and staple it back with no issues, as a courtesy
Instead, the customer demanded for us to change out the damage section, or if not, change out the whole couchIn the meantime, we sent the photos to the manufacturer and they also said it was customer inflicted and not a manufacturer defect
Also, from the photo, it shows that damaged section was exposed for months, why hasn't the customer noticed it until now? According the photo, it's not sitting against a wall or against anything blocking it, it was out in the bare openWith a damage 6-8" long, I'm sure the customer would've noticed right away at the time of delivery and would have let us know right then and there, if there were any issuesKeep in mind, as far as where the area was damaged, there are no moving parts there for that damage to happen like that
All of our merchandise that goes out for delivery gets inspected right before it gets loaded in our truck for delivery to the customer's homeWhen the customer receives the merchandise in their home, they then inspect it in their home and then sign a release that they've received their merchandise in good order
As far as we're concerned, even though it was the customer's fault, we've offered resolution to the customer but the customer declined and said they would contact Revdex.com and get it taken care of that way
Our final resolution: This was not caused by us, it was caused by the customer so the best we can do is have the fabric stapled for the customer at no charge
Thank you
Initial Consumer Rebuttal /* (3000, 8, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE DO NOT ACCEPT THE RESPONSEWE DO NOT WANT IT STREACHED OR STAPLED,AS IT WOULD PUT STRESS AROUND THE SEAMS OF THAT AREA, WHICH MAY CAUSE IT TO RIP OR TEARIN RESPONSE TO HIS STATEMENT FOR US SEEING IT MONTHS LATER, IT IS NOT ON THE SIDE OF THE COUCHIT IS AT THE BOTTOM SIDE , WHICH CANNOT BE SEEN UNTILL THE COUCH IS LIFTED.AS WE WILL PROVIDE PICTURES TO PROVE OUR STATEMENTWE FOUND THE DAMAGE WHEN MY HUSBAND LIFTED THE COUCH SO I COULD VACCUM UNDERNEATH, OTHERWISE YOU CAN NOT SEE THE DAMAGE.OUR OPINION IS THAT WE FEEL THE DAMAGE WAS DONE WHEN THE FURNITURE WAS BEING LOADED OR UNLOADED FOR DELIVERY.AS FAR AS THE PROBLEM RESOLVED WE WOULD LIKE THE SECTION PIECE TO BE REPLACED UNDER THE WARRANTY.THE OWNER ALSO TOLD ME THAT WE WOULD GET THE SERIAL NUMBER OFF THE BOTTOM OF THE COUCH, AND HE WOULD CALL IN A FAVOR FOR US TO GET IT REPLACED, BUT WE WOULD HAVE TO PAY FOR ITWE ALSO HAVE A YEAR WARRANTY THAT WE PAID A EXTRA $EXTRA FOR WARRANTY, PLUS WE HAVE ALSO A YEAR MANUFACTURE WARRANTY.AS I WILL BE SENDING COPIES OF THE WARRANTY, AND THE INVOICE COPY OF PURCHASE.HOPEFULLY WE CAN GET THIS MATTER TAKEN CARE OFTHANK YOU *** AND ***!
Final Business Response /* (4000, 10, 2015/10/05) */
Yes, we did ask you to provide us with the serial number so we can also provide it to the manufacturer so the can send us the correct "cut & sewn piece", meaning the fabric material part onlyIn the picture, it looks like the rip is on the bottom right corner side of the sofaThe side panel can easily be taken off and replaced with that "cut & sewn" pieceWe did offer you that option but you said you would go through Revdex.com and get it settled this way instead
Please contact us with the serial number and the model numberFrom the picture shown, there are no structural damage so most likely the manufacturer will only give us the "Cut & Sewn" piecePlease also contact us to confirm with us exactly what piece of the sofa was ripped so there are no misunderstandings
After we place the order for the "Cut & Sewn" part, we will have to wait for it to come inOnce the part comes in, we can send out a service tech to replace that part for you
Thank you
Final Consumer Response /* (2000, 12, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
YES WE WILL ACCEPT THE RESPONSE SO THEY CAN SEND THE MANUFACTURER THE CORRECT CUT AND SEWN PIECE MEANING THE FABRIC MATERIAL ON SIDE OF THE SOFA.THE PANEL WILL BE REPLACED WITH A NEW PIECE CUT AND SEWNAT NO CHARGE TO US AS ITS UNDER WARRANTY YEAR WITH ADDITIONALLY YEARS WHICH WE PAID FORI KNOW THEY HAVE TO ORDER THE PIECE , WHEN IT COMES IN THEY WILL SEND A SERVICE TECHTO REPLACE THE PART FOR USWE WILL BE WAITING FOR A RESPONSE THANK YOU *** AND *** ***

Initial Business Response /* (1000, 5, 2015/05/01) */
Later on in the day of 04/27/2015, [redacted] the Store Manager, has contacted the customer in an effort to resolve this issue. Unfortunately, we are at the mercy of the manufacturer/factory and deeply apologize for any inconveniences that it may...

have caused the customer. One of the main reason for the delay was the port issue in Long Beach, causing many delays nationwide. The customer has agreed on a $300 refund and is willing to wait until next week for her merchandise. In the event that she doesn't receive her merchandise, she will be getting a full refund of the difference, minus the $300. Customer was satisfied with this resolution and asked us to put it in writing so we emailed her. If the customer has any other questions, please have the customer contact us directly. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)