Leewood, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I do not like their response Guess I have an expensive recliner I can't recline inI will never go back to their store Thank you to the Revdex.com
Regards,
Sue D***

Re: [redacted]  March 31, 2016 Dear Revdex.com, Our second response to this client is as follows. We are a small custom ordered furniture store. We sell many items including custom wood furniture, custom upholstery, lamps, pictures, and accessories. Therefore, the policy in the store and on each individual invoice is that Special Orders are not subject to cancellation or refunds. All Sales are Final. Any merchandise authorized for return is subject to 20% service charge, which would apply only to any stock. item from our showroom floor, that we authorize or agree to allow a return on, like lamps, a picture, accessories, or end tables that someone may try. As far as the statement she said about taking back her recliner, if it was within 24 hours, is false. We do not allow, nor are we licensed with the state of Ohio to take back upholstered furniture, mattresses, or pillows and resell, if a client previously owned them. Once it is left in a client's home, the client owns it. It was suggested from the beginning that a motorized recliner is what was recommended for her. She ordered a motorized recliner, and then came back three days later and asked to change it to a totally different style of recliner altogether: From a motorized (which was suggested) to a pushback model (which was originally discouraged). We called the manufacturer to see if it we could change the style completely or if it was too late. They authorized the change, as the fabric had not been cut yet. Note: She requested the change with a different salesperson, and they made the change for her, as per her request. We are very sorry that she is having difficulty operating a pushback recliner, which was why she was encouraged to get a motorized one in the beginning. The solution that we are able to do at this time, which is very fair, is the original offer of paying $190.00 to have her chair modified into a motorized recliner. We will absorb the additional costs beyond the original cost difference from a push back recliner to a motorized recliner in this style. The cost, at the time of ordering this style of recliner, is $190.00 difference from pushback to a motorized. To modify this piece after it has been already manufactured, as a pushback recliner, will cost more than double the amount requested. As stated above, we will not be passing the additional costs onto her. The recliner is still a chair that she can use as a chair; the chair does recline, and is fully operational. It is not defective, it is just a bit difficult for her to operate with ease. The solution is to add a motor, which would be the same type of recliner she would need (motorized) regardless of where it had been purchased. It is clear that she doesn't want to spend the money on the motor to correct her situation at this time, but does expects us to discard the entire cost of the recliner. That is not a fair solution, or an option for our company. This was a custom order of upholstered furniture. Therefore, she is unfortunately not entitled, nor authorized to a refund on this purchase. In the resolve, our offer remains to this client, that if she is willing to invest in having the recliner modified from a pushback style to a motorized style, we will then go forward with said plan and obtain an authorization from the manufacturer for the work to be completed. We know that with this minimal investment of adding a motor to better assist her, she will be more able to enjoy the custom reclining chair for a very long time. Sincerely, Renee G[redacted] Vice President/General Manager

From: Brian L** <[email protected]>Date: Wed, Mar 23, 2016 at 10:55 AMSubject: Response to ID[redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>Hello [redacted], I am responding to the complaint of Sue D[redacted]Enclosed is my response, along with copies of her...

original purchase order, her change, and our store policythat is hanging in our store.I hope this helps to clear up that we are always willing to assist our clients in the best possible solutions. We cannot offer a refund on custom upholstery furniture, as we are not licensed to resell upholstery furniturein the State of Ohio. Thank you for your consideration in this matter.If you have any furniture questions, please feel free to call me440-665-7911Renee G[redacted]Vice President Brian's Furniture30808 Center Ridge RdWestlake, Ohio 44145440-808-2158www.BriansFurnitureStore.comemail- [email protected]