Klaussner Furniture Industries, Inc.

Initial Business Response /* (1000, 7, 2016/11/14) */
Klaussner Home Furnishings is producing complete new seat cushions and shipping them to ***Someone from *** will contact Mrs*** when the cushions arriveThe estimated ship date is November 23,
Klaussner works with the retail dealer to help resolve consumer issues when they ariseWe are sorry that Mrs*** had a problem with the cushions on the queen sleeper that she purchased
Sincerely,
Cindy P***
Consumer Relations Supervisor
Initial Consumer Rebuttal /* (3000, 17, 2016/11/30) */
I had not received notice that Klaussner answered my complaint via Revdex.comThe only call I received was from a MsP*** who said she would get back to meI waited over three weeks and had not heard back and wrote to youNow I see on site that according to them they shipped out cushions on 11/Well where are theyI still would like a refund at this point as they are unreliable!
Final Business Response /* (4000, 20, 2016/12/09) */
We shipped replacement seat cushions to the retail dealer, ***The cushions delivered to the store on November by FedExTo verify this to be true, the tracking number is ***Someone from *** should have contacted Mrs*** about the arrival of the cushionsNormally retail dealers provide service for their customerIt is unfortunate that this has not been the case for Mrs***
A new order has been entered for the seat cushions (complete cushions inserted into the casings, ready to use), to ship direct to Mrs***'s home addressThe estimated ship date is 12/21/
Best regards,
Cindy P***
Final Consumer Response /* (4200, 23, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received cushions

Initial Business Response /* (1000, 7, 2016/06/03) */
This issue is a bit complicated because Klaussner's Limited Warranty is to the original residential purchaser
The bill of sale that was sent in has the name *** *** on it
When *** *** called on May 20, she stated that
she paid for the furniture at ***Then later she said she paid ***Ms*** also said that *** *** is the mother of her fiancé, *** ***
We asked for a phone number to contact *** *** to verify this informationMs*** said they could not give us a number to call because they are having family issues and are not on speaking terms
Klaussner's Limited Warranty is not transferable by the original residential retail purchaser
Sincerely,
Cindy P*** - Consumer Relations Supervisor

Revdex.com: I just now have received an email from Klaussners requesting my address to send a service tech to inspect this unit I do fully believe that this step should have been done prior to the company deeming it a moving company handling issue based off pictures of the couch and a non service tech diagnosisIt is poor service to assume another companies fault without a professional inspection of the craftsmanship of the productI am allowing them to send out a professional service tech for inspection and expect a written copy to be provided after professional inspectionI wish to convey my lack of confidence that this matter is being handled in a fair and professional manner by the manufacturer due to there attempt to condemn the unit prior by a non repair technicainI have attached the previous correspondence between the company and myself to show how this matter has been handledThank you for your assistance in this matter we appreciate the Revdex.com and their employees
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Initial Business Response /* (1000, 6, 2015/11/19) */
Klaussner's leather style LTSR30410 sofa and loveseat is not designed with a flap to cover the zipper head.
As stated in Mr. [redacted]'s letter, Klaussner has offered leather touch-up, and additionally has offered to replace the leather seat...

casings that are affected. The seat casings would be manufactured according to Klaussner's cut/sew pattern though and would "not" be altered to accommodate the request for a protective cover over the zipper head.
This purchase was made through a store that was going out of business. Klaussner's Limited Warranty does not apply to any product that was used as a Floor Sample or Display Model, that was purchased "as-is", or that was purchased at a Going out of Business sale or tent sale, from a liquidator, or on clearance, or close-out.
Even though Klaussner's Limited Warranty does not apply to this purchase, we are willing to offer the parts as mentioned above.
Mr. [redacted] can follow-up with one of our Consumer Department representatives if he wishes to proceed in obtaining the replacement parts that we have offered.
Thank you.
Sincerely,
Cindy P[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the thought that our furniture is not covered under Klaussner's warranty disturbing. Just because our furniture was purchased at a reduced price, our warranty should not be voided. This furniture was not a floor model. The store we purchased the furniture from had it stored in a warehouse.
I also struggle with a warranty that does not cover design defects. A zipper seam design which does not guard the zipper from wearing on adjacent leather is a design defect and unacceptable.
The options offered will not protect my furniture from wear over its life. If we have seen wear in only a couple of months of light use, I can only imagine how the furniture is going to be in a few years.
I personally find it insulting that a company would even offer leather paint as a solution. Would anyone at Klaussner want to put leather paint on their own furniture which is only a few months old? Would anyone at Klaussner be satisfied with the solutions presented if this were their furniture?
I must reiterate that no solution mentioned will resolve the wear issue. Paint provides no solution. New casing will address the current wear but the same problem with come right back. In order for my wife and I to be satisfied, we have to be confident the wear issue will be permanently addressed.
Final Business Response /* (4000, 24, 2016/02/01) */
Klaussner Home Furnishings offer to replace the affected leather seat casing still stands at this time, along with providing leather touch-up. This is the only offer we are making.
Mr. [redacted]'s request for a full refund is denied. Refunds are not an entitlement of Manufacturer's warranties.
Thank you.
Best regards,
Cindy P[redacted]
Final Consumer Response /* (4200, 26, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No progress with Klaussner is being made. They have admitted to zippers being an issue when the stated they have had complaints. Our local leather expert indicated a poor design. Without a fix which ensures the zipper does not rub on anything adjacrnt, we will not be satisfied. We are very disappointed with the product and experience. Klaussner states the same thing over and over. This situation is unacceptable.

Initial Business Response /* (1000, 7, 2015/11/19) */
I contacted Mr. [redacted] on November 19 to obtain information on the product and how long he has had it. We have not been able to determine the specific product style yet or the exact age of it. Mr. [redacted] is going to try to send pictures...

and I have contacted the store, [redacted] in Arden hoping they still have a record of his purchase.
Mr. [redacted] and I will discuss this further next week. I will reply back to the Revdex.com with an appropriate response after I receive and review all necessary information. Thank you, [redacted]

Klaussner's Consumer Relations Department asks all questions that are necessary in determining if service is approved under the Limited Warranty. We asked if there were any problems with the sofa before The [redacted] moved, verses after they moved. Sometimes furniture is mishandled during a move that...

causes unseen damage. We have received all the paperwork that we require for proceeding with a service inspection. We will authorize a service provider to contact Mr. and Mrs. [redacted] for an appointment to inspect the sofa to determine the problem. Sincerely,Cindy P[redacted]Consumer Relations Supervisor

Initial Business Response /* (1000, 8, 2015/08/04) */
Klaussner Home Furnishings agreed to replace the Darius reclining sofa for Mr. and Mrs. [redacted]. Since the retail dealer, Sofas Plus went out of business other arrangements had to be made with another retail dealer to receive the product and...

handle the replacement exchange. On July 27th, [redacted] picked up the reclining sofa from Klaussner. They will deliver it to [redacted] in Hawthorne, NJ; however it may be two weeks or more before the shipment will arrive at its destination.
Mr. and Mrs. [redacted] will be notified when the product is available and ready to be delivered to them. A Klaussner sales representative is coordinating this process with [redacted]
We apologize for the inconvenience this has caused.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/08/05) */
From: [redacted] (mailto:[redacted]@optonline.net)
Sent: Wednesday, August 05, XXXX X:XX PM
To: 'Revdex.com'
Cc: [redacted]@optonline.net
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXX-XXXXXXXX-X-XXXX)
I've been dealing with customer service at Klaussner who relays any information and my concerns to the salesman who deigned to call me once after three months. The company has claimed that the new couch was shipped on 8/27 to be delivered to "a warehouse that is doing (me) a favor" and delivering it to me sometime in early August. When a finally got the call from the Klaussner salesman in charge of this because I had requested to know the name of the warehouse or a contact in the warehouse and a phone number so I can arrange a delivery date, he was rather surly and rude. He reminded me several times that the warehouse people were doing me a favor, but did not give me the information because he didn't have a firm delivery date. On Monday, in response to yet another email, customer service said that the salesman at Klaussner would call me with this information yesterday (Tuesday, August 4th) since the couch had been shipped. It is now past noon, and I have yet to receive a phone call from anyone or the couch.
So, I am not satisfied yet. Please do not close this complaint yet.
Thank you for your assistance. I will inform you when and if the couch appears.
[redacted]
Final Consumer Response /* (450, 15, 2015/09/08) */
From: [redacted] (mailto:[redacted]@optonline.net)
Sent: Tuesday, September 08, 2015 8:54 PM
To: '[redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXX-XXXXXXXX-X-XXXX)
Thank you for emailing me. I got very busy at work and kept forgetting to email you... so sorry. We did get the couch the third week in August. So far, nothing has fallen out or off or collapsed. So the issue has been resolved. Thank you for your assistance without which I don't think we would have gotten a new couch.
[redacted], MS
Phone: XXX-XXX-XXXX
Fax:XXX-XXX-XXXX
Email: [redacted]@optonline.net