InterPark Incorporated

I have reviewed the response and Rowe provides a Limited Lifetime Warranty and that warranty includes labor, parts including shipping for one year from purchase.? After one year the warranty includes parts at no charge excluding shipping and labor.? Labor can be performed at the factory at no charge after the first year but the customer is responsible for the transportation to and from the factory.? All of this is clearly specified in our warranty which can be viewed at [redacted] ? I would be glad to help with any parts needed and assistance in finding a repair technician or transportation to our factory to make the repairs.? If you need any further assistance, please email [redacted] ?

I have reviewed the response offer 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 ordered Rowe sofa from [redacted] (serial number [redacted] ) with a “Lifetime Warranty”The “Lifetime Warranty” was advertised in clear, simple language and I would not have purchased the sofa but for the warranty as represented at the retailerThe sofa was delivered with serious, pervasive manufacturing defects: the wooden frame has splintered, and most of the springs are no longer attached to the wooden frameThe sofa is now a total lossUpon close inspection, it is clear that the springs were not appropriately fastened to the frameMore specifically, 1) the spring clips/fasteners were only half stapled to the wooden frame (the other half of the staples were just hanging out there in thin air), or 2) the spring clips/fasteners were stapled so close to the edge of the wooden frame that the wood splinteredWithin the first year, several springs came looseIn the following years, more and more springs failed to the point where the sofa is no longer usableI filed a warranty claim with Rowe Furniture on 2/2/and received a reply from customer service the following dayRowe represented that the springs were covered by the “Lifetime Warranty”, but that the attachment of the springs to the frame was only covered for “one year from the date of delivery”Rowe customer service then referred me to a local shop where I could pay for the sofa to be reconstructed out of pocketThe representative did offer to provide new springs for free (plus shipping and handling), even though the springs are fine ?" they just aren’t attached to the front of the sofaA couple of points: The Rowe Furniture Inc“Lifetime Warranty”, as advertised, is intentionally misleading as it, per the customer service representative, only covers these obvious manufacturing defects for one yearOr, the representative knowingly refused to honor the “Lifetime Warranty”, which clearly states that “Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.” The fact that this behavior is likely fraudulent (i.e., intentional rather than merely negligent) is supported by review of the “Customer Reviews” section of Rowe Fine Furniture, Inc.’s Revdex.com website, where other people have reported similar experiencesThis complaint, coupled with the reviews from the Revdex.com website, demonstrate that Rowe knows it is producing defective merchandise, that customers are purchasing said merchandise with the understanding that it is covered by a “Lifetime Warranty”, and that Rowe systematically refuses to cover warranty claims under the “Lifetime Warranty” for said defective merchandiseMoreover, under civil code 1797.93, marketing materials using the term "lifetime" warranty, such as those displayed in the furniture store where I purchased the sofa, must clearly that state the effective life of the warrantyIn this case, the effective life of the warranty is one year, considering that only the labor cost associated with the repairs are material to the overall warranty agreementThat is, a sofa such as the one I purchased costs more in labor to repair than it does to replaceBecause the warranty only covers labor for one year, the warranty is in all material respects, a one year warrantyThis was not " disclosed with such clarity and prominence as will be noticed and understood by prospective purchasers"In fact, the marketing materials were simply a ***burst with language "lifetime warranty"Please see civil code below for referenceIf any warranty subject to this chapter, uses the term "lifetime," "life," or a similar representation to describe the duration of the warranty, then the warranty shall disclose with such clarity and prominence as will be noticed and understood by prospective purchasers, the life to which the representation refersMy ask is simple: Rowe, stand behind your product and reputation by replacing the sofa

We apologize for the issues you are having with your Rowe sofa.? ? According to the serial number, this is a [redacted] sofa which was shipped from Rowe in March of to [redacted] Furniture in **.? ? We show that until now no claims have been filed on this piece.? The Rowe Limited Lifetime Warranty only covers labor charges for one year from the date of delivery to the consumer therefore the labor warranty has expired.? After the labor warranty expires the customers are responsible for contacting a repair technician and all labor charges.? ? Rowe will provide any frame or spring parts if needed for repairs under the warranty pending shipping charges and a copy of your original sales receipt.? Please note we only warranty the original purchaser so we would require the sales receipt to order any parts.? ? If service technician referral is needed we would recommend [redacted] at ###-###-####.? ? I have attached a copy of our warranty that can also be viewed on our website.? Again if the technician needs any warranted parts we will be glad to order them pending shipping charges and sales receipt

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait for the business to perform this action and, if it does, will consider this complaint resolved.? Hi [redacted] - I'm so glad you followed up! I mis-typed your email address the first time, and wasn't sure how to call back to reach you.? Since we last spoke, we evolved the resolution from just replacement casings to splitting the cost to reupholster the couch(We just want to end this vs try again with the same fabric.)Below is the full string - do you need me to FWD specific correspondences with the images I provided?? [redacted]

I have reviewed the response offer 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
I have rejected the response because:- If Rowe were to replace the parts that failed, Rowe would have to replace the entire frame and spring assemblyTo be clear, the springs have become detached from the frame -- the springs are fine and do not need to be replacedThe frame itself has failed: this is what needs to be replacedA copy of the original receipt is attachedDuring my correspondences with Rowe, Rowe only offered to replace the springs. - Under civil code 1797.93, marketing materials using the term "lifetime" warranty, such as those displayed in the furniture store where I purchased the sofa, must clearly that state the effective life of the warrantyIn this case, the effective life of the warranty is one year, considering that only the labor cost associated with the repairs are material to the overall warranty agreement That is, a sofa such as the one I purchased costs more in labor to repair than it does to replaceBecause the warranty only covers labor for one year, the warranty is in all material respects, a one year warrantyThis was not " disclosed with such clarity and prominence as will be noticed and understood by prospective purchasers"In fact, the marketing materials were simply a ***burst with language "lifetime warrenty"Please see civil code below for reference. If any warranty subject to this chapter, uses the term"lifetime," "life," or a similar representation to describe theduration of the warranty, then the warranty shall disclose with suchclarity and prominence as will be noticed and understood byprospective purchasers, the life to which the representation refers.Because Rowe failed to market its warranty as a one-year warranty, Rowe is obligated to either repair, it Rowe's expense, or replace the sofa. That said, I am open to working with Rowe to resolve the complaint through the Revdex.com processAs I said, I simply asked that Rowe stand behind their product and reputation by either repairing or replacing the sofa.
Regards,
*** ***

I have reviewed the response offer 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
After reviewing the business's response, it does not appear that the business took the time to actually read the complaintThe sofa I purchased was inappropriately marketed with a "lifetime warranty" that was, in all material respects, a 1-year warrantyBased on the statute included in my complaint, Rowe is required to honor the warranty for, well, the lifetime of the sofa, not one year.
The relevant facts have not changed: 1) the sofa was sold with a tag/marketing marital that clearly said "lifetime warranty" in very large textI purchased the sofa based on that marketing material; 2) The sofa had pervasive manufacturing defects, has fallen apart, and is no longer usableIt was poorly made and is a lemon3) The cost to repair the sofa exceeds the purchase price -- it's a total loss, which is likely why the company refuses to honor the warranty, as marketed at the point of purchase. Please refund the original cost of the sofaThe business' conduct in regards to my case has been outright "slimy" and is not representative of a company who produces quality furniture and values their customersI do not believe the business possesses the required skills and reputation repair the sofa to the standard that a reasonable consumer would expect.** I would cation potential customers from bringing Rowe furniture into their home based on my experience**
Regards,
*** ***

Good Morning, We received the attached letter regarding complaint ID *** The customer made a reservation on a website that was not authorized to be reselling parking on our behalf for that particular location, he did not make the reservation on our website or through our company.
Please follow the email chains to see that things were resolved by the company that was reselling the parking

I have reviewed this complaint and please find a photograph attached of the style that is referenced in this complaint. The style comes with a full exposed front rail with legs. This rail is not nailed in as we don't use nails at all in our production. This rail is attached to the
frame with screws. The legs are attached to the rail with frame staples and glue. On this style anytime there is a leg issue, the complete front rail with the leg can be replaced. Anytime furniture is almost two years old, a leg can break or bend due to moving or scooting furniture but due to the ease of replacing the complete front and leg rail, this is not an issue and definitely not a defect in manufacture. A defect in manufacturing would cause the leg and rail to break immediately upon use. We were not notified of any defect or issue within the one year labor warranty of this piece. We were notified that the retailer was sending their own technician to address the issue. We were also notified by the retailer on 11/(yesterday) that they wanted to order a complete leg rail and welting for consumer. Rowe is sending these parts at no charge and have waived the shipping costs of the parts to the retailer. The retailer will be handling the replacement of the leg rail as soon as they receive it from us.

Complaint: ***
I am rejecting this response because: the message that was sent to me from the business in question did not specify any of these findingsThe message to me initially was "this facility is no longer accepting reservations." This is the reason why I came to the conclusions that I didIf this business would have told me the truth up front, I would not have filed this complaintI have no way to prove that the website that was reselling parking spots was unauthorized to do so, and Pre-Flight did not prove this eitherThey expected me to accept their explanation only after I filed this complaintThis is not the way to run a businessIf they were honest and upfront about the situation, I would have never filed this complaint.
Sincerely,
*** ***

I have reviewed the response and Rowe provides a Limited Lifetime Warranty and that warranty includes labor, parts including shipping for one year from purchase. After one year the warranty includes parts at no charge excluding shipping and labor. Labor can be performed at the factory at no charge after the first year but the customer is responsible for the transportation to and from the factory. All of this is clearly specified in our warranty which can be viewed at *** I would be glad to help with any parts needed and assistance in finding a repair technician or transportation to our factory to make the repairs. If you need any further assistance, please email ***

I have reviewed the response offer 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
I have not received a call from either Rowe or its retailer regarding the replacement of the leg At this time, there has been no action on the wholesaler or retailer to remedy the situation Also, the retailer representative raved about the quality of Rowe and also informed me that there was a lifetime guarantee on the parts, and that Rowe was great with customer service If Rowe expects the legs to fall apart within years, that, to me is a manufacturing defect and poor product quality I have had sofas from other manufacturing companies for much longer than years, and have not had any issues with the legs of the sofa.I would prefer a refund for the product
Regards,
*** ***

I am sorry for the issues you are having with your sectional. According to the serial number this was purchased at *** *** ** ***. We are contacting the store where you purchased your furniture to help resolve the issue. Would you be able to provide photos of the
sectional and send to me directly so I can review them? Please send them to *** Thank you*** ***Director Customer ServiceRowe Fine Furniture

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.? I will wait for the business to perform this action and, if it does, will consider this complaint resolved.? Hi *** - I'm so glad you followed up! I mis-typed your email address the first time, and wasn't sure how to call back to reach you.? Since we last spoke, we evolved the resolution from just replacement casings to splitting the cost to reupholster the couch(We just want to end this vs try again with the same fabric.)Below is the full string - do you need me to FWD specific correspondences with the images I provided?? ***

We apologize for the issues you are having with your Rowe
sofa.? ? According to the serial number,
this is a *** sofa which was shipped from Rowe in March of
to *** Furniture in **.? ? We show that
until now no claims have been filed on this piece.? The Rowe
Limited Lifetime Warranty only
covers labor charges for one year from the date of delivery to the consumer
therefore the labor warranty has expired.?
After the labor warranty expires the customers are responsible for
contacting a repair technician and all labor charges.? ? Rowe will provide any frame or spring parts
if needed for repairs under the warranty pending shipping charges and a copy of
your original sales receipt.? Please note
we only warranty the original purchaser so we would require the sales receipt to
order any parts.? ? If service technician
referral is needed we would recommend ** *** *** at ###-###-####.? ? I have attached a copy of our warranty that
can also be viewed on our website.? Again
if the technician needs any warranted parts we will be glad to order them
pending shipping charges and sales receipt

The Rowe Warranty is a Limited Lifetime Warranty and is stated as such.? The springs or any frame parts required to make the repairs to your sofa will be sent at no charge to you but the labor would be your responsibility to make the repairs.? We would make the repairs and supply the parts at no charge if the piece would be shipped back to the factory for repair but you would be responsible for the transportation costs.Please let me know if we can be of further help to you and if you wish to order the parts needed to make the repairs.? Thank you,Customer ServiceRowe Fine Furniture

I have reviewed the response offer 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
ordered Rowe sofa from *** *** ** *** ** (serial number ***) with a “Lifetime Warranty”The “Lifetime Warranty” was advertised in clear, simple language and I would not have purchased the sofa but for the warranty as represented at the retailerThe sofa was delivered with serious, pervasive manufacturing defects: the wooden frame has splintered, and most of the springs are no longer attached to the wooden frameThe sofa is now a total lossUpon close inspection, it is clear that the springs were not appropriately fastened to the frameMore specifically, 1) the spring clips/fasteners were only half stapled to the wooden frame (the other half of the staples were just hanging out there in thin air), or 2) the spring clips/fasteners were stapled so close to the edge of the wooden frame that the wood splinteredWithin the first year, several springs came looseIn the following years, more and more springs failed to the point where the sofa is no longer usableI filed a warranty claim with Rowe Furniture on 2/2/and received a reply from customer service the following dayRowe represented that the springs were covered by the “Lifetime Warranty”, but that the attachment of the springs to the frame was only covered for “one year from the date of delivery”Rowe customer service then referred me to a local shop where I could pay for the sofa to be reconstructed out of pocketThe representative did offer to provide new springs for free (plus shipping and handling), even though the springs are fine ??" they just aren’t attached to the front of the sofaA couple of points: The Rowe Furniture Inc“Lifetime Warranty”, as advertised, is intentionally misleading as it, per the customer service representative, only covers these obvious manufacturing defects for one yearOr, the representative knowingly refused to honor the “Lifetime Warranty”, which clearly states that “Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.” The fact that this behavior is likely fraudulent (i.e., intentional rather than merely negligent) is supported by review of the “Customer Reviews” section of Rowe Fine Furniture, Inc.’s Revdex.com website, where other people have reported similar experiencesThis complaint, coupled with the reviews from the Revdex.com website, demonstrate that Rowe knows it is producing defective merchandise, that customers are purchasing said merchandise with the understanding that it is covered by a “Lifetime Warranty”, and that Rowe systematically refuses to cover warranty claims under the “Lifetime Warranty” for said defective merchandiseMoreover, under civil code 1797.93, marketing materials using the term "lifetime" warranty, such as those displayed in the furniture store where I purchased the sofa, must clearly that state the effective life of the warrantyIn this case, the effective life of the warranty is one year, considering that only the labor cost associated with the repairs are material to the overall warranty agreementThat is, a sofa such as the one I purchased costs more in labor to repair than it does to replaceBecause the warranty only covers labor for one year, the warranty is in all material respects, a one year warrantyThis was not " disclosed with such clarity and prominence as will be noticed and understood by prospective purchasers"In fact, the marketing materials were simply a ***burst with language "lifetime warranty"Please see civil code below for referenceIf any warranty subject to this chapter, uses the term "lifetime," "life," or a similar representation to describe the duration of the warranty, then the warranty shall disclose with such clarity and prominence as will be noticed and understood by prospective purchasers, the life to which the representation refersMy ask is simple: Rowe, stand behind your product and reputation by replacing the sofa