Lauer Enterprises Inc

Initial Business Response /* (1000, 8, 2016/02/23) */
The customer has asked us to provide a full refund for a custom, special order sofa that was ordered by the customer in September The customer knew, and signed an order form acknowledging, that the sofa was not returnable It is exactly what
she orderedIt is not defective in any way
We understand that the customer is not happy about the color, fabric, cushion construction, etc However, the customer personally sat on several different sofas in our store and approved the specific construction of the sofa she receivedShe worked extensively with our in-house designerShe sat on and examined a sofa in our store with the same construction as the one she received She also got a sample of the fabric and approved the color after examining it to her satisfaction
Because the customer worked with our designer extensively, we believe she understood what she was buying She specifically understood that she was getting a special order piece of furniture which was not returnableA copy of her signed special order contract will be submitted with this response
With respect to the complaint about the fabric specifically, we have filed a request with the manufacturer to consider the customer's complaint The manufacturer has determined that the fabric provided was consistent with the sample that was sent for the customer to approve
We have responded promptly to each and every request of the customer Our designer traveled to their home within hours of the delivery at the customer's request, and she took multiple pictures and listened to the customer's concernsShe immediately contacted the manufacturer to advocate for the customerI had offered the customer replacement back cushions at no cost to address their concern about the down filler, and I had scheduled a meeting to review fabric concerns, but after making that appointment with the customer, they filed this complaint

Initial Business Response /* (1000, 8, 2016/02/23) */
The customer has asked us to provide a full refund for a custom, special order sofa that was ordered by the customer in September. The customer knew, and signed an order form acknowledging, that the sofa was not returnable. It is exactly what...

she ordered. It is not defective in any way.
We understand that the customer is not happy about the color, fabric, cushion construction, etc. However, the customer personally sat on several different sofas in our store and approved the specific construction of the sofa she received. She worked extensively with our in-house designer. She sat on and examined a sofa in our store with the same construction as the one she received. She also got a sample of the fabric and approved the color after examining it to her satisfaction.
Because the customer worked with our designer extensively, we believe she understood what she was buying. She specifically understood that she was getting a special order piece of furniture which was not returnable. A copy of her signed special order contract will be submitted with this response.
With respect to the complaint about the fabric specifically, we have filed a request with the manufacturer to consider the customer's complaint. The manufacturer has determined that the fabric provided was consistent with the sample that was sent for the customer to approve.
We have responded promptly to each and every request of the customer. Our designer traveled to their home within 48 hours of the delivery at the customer's request, and she took multiple pictures and listened to the customer's concerns. She immediately contacted the manufacturer to advocate for the customer. I had offered the customer replacement back cushions at no cost to address their concern about the down filler, and I had scheduled a meeting to review fabric concerns, but after making that appointment with the customer, they filed this complaint.