[redacted]: I am responding and following up to the customer service call we made together on Feb. 14th for customer [redacted]. After sending...
pictures and explaining how the cushions were reacting on the sofa to our customer service and manufacturing facility in Riverside, CA, this issue was not considered a manufacturer defect. When quality seat cushions have a generous crown, they tend to be slightly rounded on the top and bottom. This is as a high end feature so that the shape and comfort of the cushion will last and perform within our lifetime warranty. We use only the best available materials, foam and fiber in our multi layered seat cores. Because of this crown, the seats tend to rock forward a bit as someone exits the sofa and pushes down on the front end of the cushions. Physics will tell you that if the front is pushed down, the back will rock up. This is a normal occurring situation in sofas and is a maintenance issue and not a manufacturer’s defect.
The only way to fully avoid cushion shift or rock on a sofa with good crowned cushions is to have the seats sewn in. Some customers do not like this feature because it will not allow you to flip the cushion and use both sides. As an alternative, we are willing to send you hooks and straps to apply to the cushions so that they would attach to the sofa and help hold them down in the back but still allow the customer to remove and flip the seat cushions for maintenance purposes.
I apologize for taking so long to get a response back to you but this went from our customer service department supervisor all the way up to our plant manager before it was decided that although we do not consider this a manufacture’s defect, we would try to help resolve the complaint by sending you the hooks and straps. I was told we rarely if ever get this complaint so we were trying to figure out the best way to help and accommodate your customer.
Added sales tax weeks after "paying in full". The sales person forgot to add it in (not shown on invoice so one assumes sales tax is included) they said. My rating is based on this incompetence (the furniture is good, but so are a number of other furniture stores). Unlikely to consider again - their loss as we are now contemplating a large buy within the next couple of months (dining table, side tables and china hutch).
Review: On August 17th, 2013, I ordered the sofa in question.October 25th, 2013, I took delivery of said sofa.November 16th, 2013, I called Joe's Furniture because the seat cushions didn't fit properly. Spoke with [redacted] who referred me to [redacted] (their repair guy). December 11th, 2013, [redacted] came over and sewed some carpet pad onto the sofa to keep the cushions from sliding out.December 20th, 2013, called Joe's Furniture again. [redacted] came out that afternoon to look at the problem. December 31st, 2013, [redacted] came back out, took one of the seat cushions with him and had it cut down, then, brought it back.February 12th, 2014, called Joe's Furniture again, & talked with Joe about the seat cushions sliding forward. He said he would talk to [redacted].February 14th, 2014,I called Joe's Furniture again. [redacted] called me back & said she & the Flexsteel furniture representative would stop by that afternoon. The representative said, 'he'd never experienced this problem before...he'd get back to me in a couple of days.'February 28th, 2014, as of today, no one has been in contact with me.Desired Settlement: I bought a brand new higher-end sofa. Since I purchased it it's been a problem. I'm tired of being inconvenienced.Have them come get their sub-standard sofa & refund my money.
Business
Response:
[redacted]: I am responding and following up to the customer service call we made together on Feb. 14th for customer [redacted]. After sending pictures and explaining how the cushions were reacting on the sofa to our customer service and manufacturing facility in Riverside, CA, this issue was not considered a manufacturer defect. When quality seat cushions have a generous crown, they tend to be slightly rounded on the top and bottom. This is as a high end feature so that the shape and comfort of the cushion will last and perform within our lifetime warranty. We use only the best available materials, foam and fiber in our multi layered seat cores. Because of this crown, the seats tend to rock forward a bit as someone exits the sofa and pushes down on the front end of the cushions. Physics will tell you that if the front is pushed down, the back will rock up. This is a normal occurring situation in sofas and is a maintenance issue and not a manufacturer’s defect.
The only way to fully avoid cushion shift or rock on a sofa with good crowned cushions is to have the seats sewn in. Some customers do not like this feature because it will not allow you to flip the cushion and use both sides. As an alternative, we are willing to send you hooks and straps to apply to the cushions so that they would attach to the sofa and help hold them down in the back but still allow the customer to remove and flip the seat cushions for maintenance purposes.
I apologize for taking so long to get a response back to you but this went from our customer service department supervisor all the way up to our plant manager before it was decided that although we do not consider this a manufacture’s defect, we would try to help resolve the complaint by sending you the hooks and straps. I was told we rarely if ever get this complaint so we were trying to figure out the best way to help and accommodate your customer.
Added sales tax weeks after "paying in full". The sales person forgot to add it in (not shown on invoice so one assumes sales tax is included) they said. My rating is based on this incompetence (the furniture is good, but so are a number of other furniture stores). Unlikely to consider again - their loss as we are now contemplating a large buy within the next couple of months (dining table, side tables and china hutch).
[redacted]: I am responding and following up to the customer service call we made together on Feb. 14th for customer [redacted]. After sending...
pictures and explaining how the cushions were reacting on the sofa to our customer service and manufacturing facility in Riverside, CA, this issue was not considered a manufacturer defect. When quality seat cushions have a generous crown, they tend to be slightly rounded on the top and bottom. This is as a high end feature so that the shape and comfort of the cushion will last and perform within our lifetime warranty. We use only the best available materials, foam and fiber in our multi layered seat cores. Because of this crown, the seats tend to rock forward a bit as someone exits the sofa and pushes down on the front end of the cushions. Physics will tell you that if the front is pushed down, the back will rock up. This is a normal occurring situation in sofas and is a maintenance issue and not a manufacturer’s defect.
The only way to fully avoid cushion shift or rock on a sofa with good crowned cushions is to have the seats sewn in. Some customers do not like this feature because it will not allow you to flip the cushion and use both sides. As an alternative, we are willing to send you hooks and straps to apply to the cushions so that they would attach to the sofa and help hold them down in the back but still allow the customer to remove and flip the seat cushions for maintenance purposes.
I apologize for taking so long to get a response back to you but this went from our customer service department supervisor all the way up to our plant manager before it was decided that although we do not consider this a manufacture’s defect, we would try to help resolve the complaint by sending you the hooks and straps. I was told we rarely if ever get this complaint so we were trying to figure out the best way to help and accommodate your customer.
Sincerely,
[redacted].
Added sales tax weeks after "paying in full". The sales person forgot to add it in (not shown on invoice so one assumes sales tax is included) they said. My rating is based on this incompetence (the furniture is good, but so are a number of other furniture stores). Unlikely to consider again - their loss as we are now contemplating a large buy within the next couple of months (dining table, side tables and china hutch).
Review: On August 17th, 2013, I ordered the sofa in question.October 25th, 2013, I took delivery of said sofa.November 16th, 2013, I called Joe's Furniture because the seat cushions didn't fit properly. Spoke with [redacted] who referred me to [redacted] (their repair guy). December 11th, 2013, [redacted] came over and sewed some carpet pad onto the sofa to keep the cushions from sliding out.December 20th, 2013, called Joe's Furniture again. [redacted] came out that afternoon to look at the problem. December 31st, 2013, [redacted] came back out, took one of the seat cushions with him and had it cut down, then, brought it back.February 12th, 2014, called Joe's Furniture again, & talked with Joe about the seat cushions sliding forward. He said he would talk to [redacted].February 14th, 2014,I called Joe's Furniture again. [redacted] called me back & said she & the Flexsteel furniture representative would stop by that afternoon. The representative said, 'he'd never experienced this problem before...he'd get back to me in a couple of days.'February 28th, 2014, as of today, no one has been in contact with me.Desired Settlement: I bought a brand new higher-end sofa. Since I purchased it it's been a problem. I'm tired of being inconvenienced.Have them come get their sub-standard sofa & refund my money.
Business
Response:
[redacted]: I am responding and following up to the customer service call we made together on Feb. 14th for customer [redacted]. After sending pictures and explaining how the cushions were reacting on the sofa to our customer service and manufacturing facility in Riverside, CA, this issue was not considered a manufacturer defect. When quality seat cushions have a generous crown, they tend to be slightly rounded on the top and bottom. This is as a high end feature so that the shape and comfort of the cushion will last and perform within our lifetime warranty. We use only the best available materials, foam and fiber in our multi layered seat cores. Because of this crown, the seats tend to rock forward a bit as someone exits the sofa and pushes down on the front end of the cushions. Physics will tell you that if the front is pushed down, the back will rock up. This is a normal occurring situation in sofas and is a maintenance issue and not a manufacturer’s defect.
The only way to fully avoid cushion shift or rock on a sofa with good crowned cushions is to have the seats sewn in. Some customers do not like this feature because it will not allow you to flip the cushion and use both sides. As an alternative, we are willing to send you hooks and straps to apply to the cushions so that they would attach to the sofa and help hold them down in the back but still allow the customer to remove and flip the seat cushions for maintenance purposes.
I apologize for taking so long to get a response back to you but this went from our customer service department supervisor all the way up to our plant manager before it was decided that although we do not consider this a manufacture’s defect, we would try to help resolve the complaint by sending you the hooks and straps. I was told we rarely if ever get this complaint so we were trying to figure out the best way to help and accommodate your customer.
Sincerely,
[redacted].
Added sales tax weeks after "paying in full". The sales person forgot to add it in (not shown on invoice so one assumes sales tax is included) they said. My rating is based on this incompetence (the furniture is good, but so are a number of other furniture stores). Unlikely to consider again - their loss as we are now contemplating a large buy within the next couple of months (dining table, side tables and china hutch).