Levin Furniture Company

Please accept this letter as a response to the claim filed by *** ***. *** *** purchased a Lane sofa and recliner on August 18, 2012, that was delivered September 7, 2012. Lane provides a one year warranty on their products. The customer also purchased an
accidental damage planUnfortunately, the manufacturer’s warranty had expired in August and the issue was not a coverable item under the accidental protection plan. Levin Furniture had discussed a discount with as a token of our appreciation for our valued customer. The customer accepted the discount and it was processed on February 2, Director of Customer Service

April 18, Re: Case ID # *** *** *** *** *** Dear *** ***, Please accept this letter as an updated response to the claim filed by *** *** *** *** *** *** *** *** purchased a custom order power sectional on November 30, that was delivered on January 4,
2014. *** *** *** *** also purchased the additional year warranty coverage for the power reclining components as well as accidental fabric damage (please see attached sales order with terms and warranty coverage)On October 4, 2014, the customer requested service due to the heating and massage power components not working properly. A technician inspected the furniture on October 10, and installed new components on November 24, On February 7, 2015, the customer requested service for the mechanism being hard to recline and the power component not working properlyThe technician inspected the furniture on February 12, 2015, and parts were ordered. On March 27, not all parts were received and a circuit board was reordered from the manufacturer.The parts are in and a service appointment is ready to be scheduled with the customerThe technician has left messages for the customer and is in process of scheduling the service appointmentPlease do not hesitate to contact me at *** *** *** ** *** should you have any questions or concernsSincerely, *** *** Director of Customer Service

Please accept this letter as a response to the claim filed by Faith Fischer. MsFischer purchased a special order sectional on November 16, (see attached order copy with items and terms of sale) The terms for special order purchases require a 50% deposit for the order to be
placed with the factory. Special orders are non-cancellable and deposits are non-refundable. Deposits can be made using a Levin account (with Synchony Bank) or with other methods of payment. Deposits are required at time of purchase for the order to be processedStock order purchases have different requirements and may have caused confusion when discussing order terms. Special orders are made custom by order with manufactures and arrival times can varyWe apologize for any miscommunications and for any delay in the order’s arrival time. The order’s delivery was scheduled with the customer on December 29, 2014, for delivery to the customer on January 2, 1015. Again, we apologize for any confusion caused regarding the purchase

Please accept this letter as a response to the claim filed
by *** ***. Mr*** purchased a queen set of bedding on February 1, that was delivered on
February 21, 2009.On March 20, 2015,
the customer requested service on his bedding. The technician inspected the mattress and
found that there
was no impression that exceeded inches (which is the manufacturer’s
guideline for an impression defect). However,
the mattress does have an uneven top that will be covered by the warranty. Stains on bedding void the manufacturer’s
warranty (see attached warranty). The manufacturer will accept the return of the mattress if
the stains are removed by a professional cleaning company and a copy of the receipt
from the cleaning company stating that the stain is removed. The cleaning receipt with stain removed confirmation
can be provided to Levin Furniture who will forward it to the manufacturer for
approval. Once the stain is removed and
documentation received of the removal, Levin can process a return of the
mattress so that the customer would be able to select a new mattress with
credit of $(The boxspring price is and can be used with his new
mattress selection.)Please do not hesitate to contact me at ###-###-####, extension
***, or *** should you have any questions or concerns.Sincerely,***
***Director of Customer Service

Don’t buy here!
I purposely waited to write a review.

It’s been almost a year (3 weeks shy). When we had it delivered, the delivery guys took the tags off and ripped our couch. I called customer service two days later after realizing it and they said they could not do anything because we can’t prove it! Well not even a couple months later the the cushions for my sectional started slipping off the couch making the material basically deteriorate. The stitching has been coming undone since after a week of having it. Now a month ago, I noticed one of the legs loosening to find staples and screws exposed! I have a 2 year old and this is NOT safe. I paid over $2000 and it can’t last a freaking year! My other sectional I paid $1000 and it’s going on 6 years with NO issues! The average household can not afford to buy big ticket items yearly!

Basically I’ll never buy from here again as the quality for price is horrendous and customer service is crap!

Levin in Avon Ohio

December I purchased furniture from the said above location. I spent nearly $3,500 on a sectional, couch, chair and a half and a kitchen table set. After delivery, not only myself but my family noticed a hole in the chair and a half. I called and scheduled repair. I purchased the warranty that's supposed to cover everything Guess what? !? ! They were prompt and fixed my unleveled table and also they did the best they could to fix the gaping hole on the side of my chair and a half. However, I realized it's still there and not fixed quite as good as it should be. I contacted them again, and scheduled for them to come back to repair it quick response again, however at this time I had to postpone my repair as I was getting my floors redone. Unfortunately, that took some time before I could coordinate someone to come. Finally, after floor done furniture back up to where it was they came. Only this time, they are saying my dog did it and I have to pay for the materials

Let me explain something to you if my little 4lb Chihuahua did this gaping hole on the side of my couch I will eat the cost and shut up. Why is the rest of my furniture still in tact and perfect shape and condition? !? ! However, knowing this is not the case and keep in mind this had been "repaired" just months before (again coordinating time, conflicting schedules and a floor that took a month to complete) it is a preexisting condition that THEY "fixed" not fixed is suddenly not a covered item and now I have to pay? !? !? !

Boy, when I bought my furniture that day from Mark he was my best friend.. then something happens to my BRAND NEW furniture, I am not as important as I was the day I purchased it.

I'm so angry and upset they claim they will have the manager call me. I promise, all of this is documented and receipts and invoices showing everything on my end! I read all the complaints on the BBB website just goes to show I am NOT the only one with similar complaint.

I purchased a mattress cover while shopping for a bedroom set. The sales lady was very friendly and informed me that should pad fail it would be replaced and matress covered. So we bought it and been happy. Well 3 year in it failed and now my Aireloom king size matress.smells of pee. I went into the local store in the sales lady is no longer employed in the local manager informed me that they will be replacing the pad but there’s nothing else they could do the pad that they then gave me is of subpar quality inn is not the same or better than the one that I returned secondly if your representative who is getting paid a salary or commission to work there told me that the mattress would be covered and it is not then you are still responsible she is not here no longer because she was fired or terminated to are you this so as a customer I didn’t just come in and make up a whole story I have since reached out to corporate
C trying to get it resolved

I have reviewed the response made by the business in reference to complaint ID [redacted] and thank you so much Levin Furniture for resolving this issue with my furniture! We couldn't be happier with our new couch and everyone asks where we got it because they love it too! It is wonderful. I really appreciate all the extra time [redacted] took with us. The resolution was more than we could have hoped for. We really felt taken care of.

April 18, 2015 Re: Case ID # [redacted]  Dear Mr. Baker, Please accept this letter as an updated response to the claim filed by [redacted].   Mr. and Mrs. Yerkey purchased a two reclining sofas on December 30, 2013, that were delivered on January 8, 2014. On May 19, 2014, the customer requested service on their seats of the sofas.  The foam seat cores were ordered and then installed on July 9, 2014.  On December 1, 2014, the customer requested service for a bent frame.  The inspection found that cores need replaced and a reclining mechanism and the seat box frame needed restored.    Levin’s had returned the one sofa March 18, 2015.  On April 13, Levin scheduled with the customer to pick-up of the sofa on Wednesday, April 29, to complete repairs and then return it to the customer on Wednesday, May 6. As a courtesy, Levin offered to extend the warranty by an additional six months for the customer from date of return. Please do not hesitate to contact me at ###-###-####, extension [redacted] or [redacted] should you have any questions or concerns.   Sincerely,   [redacted] Director of Customer Service

Please accept this letter as a response to the claim filed by [redacted].    Ms. [redacted] purchased a sectional on March 20, 2010 that was delivered on April 3, 2010.  Ms. [redacted] also purchased an accidental protection plan for her sectional.  Part of the accidental...

protection plan offers the customer a merchandise credit toward a future purchase in the amount of the protection plan if no claims have been submitted.   Levin has contacted Ms. [redacted] and reviewed the merchandise credit program and apologized for any confusion.  The manager offered to assist her when she visits the store as new outdoor accessories will be arriving soon for her to possibly use her certificate on these new items.    Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.   Sincerely,   [redacted]   Director of Customer Service

Please accept this letter as a response to the claim filed by Joanne [redacted].  Ms. [redacted] had purchased a Classic Home recliner on January 11, 2013 that was delivered on January 29, 2013.  On May 20, 2014, Ms. [redacted] had requested service for problems with the leather on the recliner....

Although the manufacturer’s warranty had expired in January 2014, Levin had sent a technician at no charge to the home to inspect the recliner.  The technician found that there was some wear to the leather.  Levin had attempted to order parts from the manufacturer to assist Ms. [redacted], but the leather had been discontinued and parts were no longer available.  Levin had also offered to refund the price of the protection plan as this issue would not have been covered as accidental damage.
 
Although warranty had expired, Levin offered Ms. [redacted] partial credit to return the recliner and select a new item.  She has placed an order for a new recliner.
 
 
Director of Customer Service

Please accept this letter as a response to the claim filed by [redacted].  Ms. [redacted] purchased a Serta queen mattress and adjustable base on August 3, 2014.  The Serta mattress is eligible for a comfort return with fee should the customer choose to do so within 120 days, as the...

customer has elected to do so.   The adjustable base, however, are not returnable.  Please see the order copy with terms of the sale that notes: nonreturnable adjustable base. Please do not hesitate to contact me at ###-###-####,

Please accept this letter as a response to the claim filed by [redacted].  Mr. [redacted] purchased a World Imports dining set on August 15, 2011, with a 7 day manufacturer’s warranty from date of acceptance.  On January 8, 2013, although a claim for stains was denied by Guardian...

Protection Products, Levin completed a cleaning at no charge to the customer.  On March 12, 2013, Mr. [redacted] requested service for split in the legs.  Although no longer under the warranty, legs were provided to the customer at no charge. On August 11, 2014, Mr. [redacted] requested service for legs. The manufacturer has since gone out of business, so no parts are available and no inventory remains.  As a courtesy, Levin has offered Mr. [redacted] a $150 gift certificate.  The gift certificate was mailed on August 23, 2014. Please do not hesitate to contact me at ###-###-####,

Please accept the attached as a response to the complaint filed by [redacted].  My apologies for the delay.  I was unable to attach the response to the web link to the online dispute. I tried to reach the customer by phone and had to leave a message.  Although the...

warranty has expired and the customer’s issue is not covered by the accidental damage plan,Levin would like to offer a gift certificate to the customer as a token of our appreciation. Please feel free to contact me if you have any questions or concerns. Please accept this letter as a response to the claim filed by [redacted].  Ms. [redacted] purchased two sofas manufactured by HTL Furniture on November 5, 2009 that was delivered on November 9, 2009.  Ms. [redacted] also purchased Guardian Protection that covers accidental damage.The manufacturer offers a one year warranty against defects which had expired November 2010.  The accidental plan covers rips, tears, and burns from an incident.  Although the warranty had expired and the issue of peeling is not a coverable item on the Guardian Protection Plan, Levin would like to offer Ms. [redacted] a $500 gift certificate toward a future purchase as a valued customer.

Please accept this letter as a response to the claim filed by [redacted].   Mr. [redacted] purchased a Serta queen set of bedding on July 26, 2014 that was delivered on July 31, 2014. The customer was eligible for a comfort guarantee that allowed a reselection from his mattress to...

another Serta after 30 nights but before 120 days (see the terms listed on the attached order copy). On September 13, 2014, the customer had been advised that if he had warranty defect concerns a technician could be sent for an inspection.  There was an additional explanation of how memory foam reacts to warmth and cooler temperatures as well as the benefits of the Serta I-series mattress that has coils which can provide a different support and feel. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.   Sincerely,   [redacted]

Please accept this letter as a response to the claim filed by [redacted].  Ms. [redacted] purchased a sofa and loveseat on February 9, 2013 that was delivered on February 16, 2013.  Ms. [redacted] also purchased a fabric protection plan for accidental damage.    On July 9, 2014, Ms. [redacted] filed a claim with Guardian Protection Products.  The claim included urine, vomit and feces on the seat cushions and kick panel of the loveseat as well as on the cushions of the sofa.  Due to the amount of damage done over the two items, this is considered to be repeated pet stains and not covered by the protection program (see attached Guardian Certificate, definitions).   The spring issue is not covered by the protection program.  The factory offers a one year warranty for manufacturer’s defects.  The spring warranty expired in February 2014.   As a courtesy to our valued customer, Levin is offering to refund the amount of the warranty purchase price of $99.99 plus tax.   Additionally, replacement seats are available for purchase from the manufacturer for a price of $65 each.  Levin is willing to assist the customer with splitting the cost of replacement seats should the customer wish to place an order for new seats.   Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.     
 Director of Customer Service

Good Morning,  When I filed the compliant FECES was not included. I was at work when my dog got sick so I was not able to avoid the situation,  and was told by employees of Levin that is a clear case of abuse and that maybe I should just give it a good cleaning.  As you can see from  the warrenty that I attached with my original complaint states that this is all covered benefits. Before filing this complaint, I request a refund of the warrenty from the Corporate office, and was referred back to the manager at the store who would not even return my phone calls. great Customer service. I would like my refund, and my coushions replaced. This is a clear situation of MISREPRESENTION of PRODUCT!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Today 4-27-2015 a repair tech was at our house yet again, and yet again was unable to fix our couch. That's after waiting another six weeks for parts, and taking more time off of work to meet him. This is beyond ridiculous that it's taking this long to fix a product that I consider to still be new. Now we have to wait another six weeks for parts, take more time off work, and hope that maybe it will be fixed, but then for how long? I want a full refund of our money, and anything less is unexplainable at this time.
Regards,
[redacted]

May 26, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as an updated response to the claim filed by [redacted].   [redacted] purchased a custom order power sectional on November 30, 2013 that was delivered on January 4, 2014.  [redacted] also purchased the additional 5 year warranty coverage for the power reclining components as well as accidental fabric damage (please see attached sales order with terms and warranty coverage). This additional 5 year warranty coverage provides power and mechanism repairs at no charge to the customer after the manufacturer’s one year labor warranty expires. On May 14, 2015, the technician replaced the electrical components and the item was tested to work accordingly.  We apologize for the inconvenience. Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, [redacted] Director of Customer Service

April 4, 2015Re: Case ID # [redacted]
[redacted] Dear Mr. [redacted],Please accept this letter as a response to the claim filed
by [redacted].  Mrs. [redacted] purchased a sofa, chair and ottoman on March 8, 2014 that was delivered on March 25, 2014.  On January
5, 2015,...

Mrs. [redacted] requested service for the seating.Although the warranty is repair, the manufacturer has
authorized the return.  Mrs. [redacted]
received her new furniture on March
30, 2015.Please do not hesitate to contact me at ###-###-####, extension
[redacted] or [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service