Kettle River Furniture & Bedding

We are aware of the problem with this sectional but it has been determined that abuse is causing the problem.The first complaint the customer had was that the back cushions needed more poly fillOn 4/24/a service tech went out to fill the backs with poly.Then on 5/29/a service tech went out
to hand sew of the pillow backs that were coming apartOn 10/24/different pillow backs were hand sewnAt this time it was determined that something or someone was pulling on the pillow backsThis is considered abuse and is not covered under the manufacture's warranty.After this the customer said that all the pillow backs were again coming apart from the sofaOn 1/9/a service tech went back out and did a Heavy Duty Double Stitch on all pillow backsThis was the last time the customer has been in contact until this complaint was filed.The way these backs are coming apart is not something that happens under useWe have spoken with the manufacturer and they are not having this issue on any of their merchandise.The service tech that has been out to sew the sofa is from a repair company contracted by Kettle River and is authorized by several manufacturersKettle River has received all photos taken during the service calls and agrees with the determination of abuse.A replacement is not an option at this time because there is not a manufacture's defect