Levin Furniture Company

April 1, 2015 Re: Case ID # [redacted]   Dear Ms. [redacted],   Please accept this letter as a response to the claim filed by [redacted].    [redacted] purchased a queen [redacted] mattress set on November 15, 2008 that was delivered on November 20, 2008.  On...

December 18, 2014, the customer requested service for their mattress.  A technician inspected the mattress on January 19, 2015.  The report stated that stains were present which voids the manufacturer’s warranty.  Please note the technician’s report as well as the manufacturer’s warranty attached listing coverage details under If A Warranty Problem Occurs section).   Please do not hesitate to contact me at [redacted], 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 Heather [redacted].  Ms. [redacted] purchased special order living room furniture on October 5, 2014. Due to a fabric delay to the manufacturer, the order had been delayed.  We apologize for the delays and for the lack of...

communication to the customer of the order status. Levin has provided a $100 discount to the customer for the delay.  The furniture is due in and we have scheduled the delivery to the customer for January 27. Again, our apologies for both the delay, and the lack of communication and updates to Ms. [redacted]. Please do not hesitate to contact me at ###-###-####, 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].  Mr. [redacted] had purchased a sectional on February 11, 2012 that was delivered on February 16, 2012. The sectional had a one year warranty that was valid through February 2013.  Mr. [redacted] had also purchased an...

accidental damage protection plan. On September 3, 2013, the customer requested service on their sectional. Although the manufacturer’s warranty had expired, Levin covered the cost for a technician to visit the home.  The factory’s warranty is for one year from date of delivery for manufacturing defects.  Parts were available from the manufacturer but were not available at no charge.  Levin contacted the manufacturer on the customer’s behalf requesting consideration and was able to obtain the parts for the customer at no charge.  The manufacturer’s labor warranty had expired in 2013 and the manufacturer would not cover the cost of part installation.   The parts were ordered and picked by the customer on September 17, 2014.  As a valued customer, Levin will refund the amount of the accidental protection plan that was purchased in 2012 in the amount of $487.86 which includes tax on the plan.  This amount will be credited to the customer’s finance account.    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] queen set of Sealy bedding on May 18, 2018 that was delivered on June 28, 2014.  On August 21, 2014, Ms. [redacted] requested service on the mattress.  The mattress was inspected on August 29, 2014 and...

found defective.  It was replaced on September 6, 2014. On October 17, 2014, Ms. [redacted] requested service on the mattress and boxspring.  A technician inspected the bedding on October 24, 2014, and found no defects.  Although not defective, Levin offered to re-inspect as a courtesy in 6 months.  The manufacturer’s warranty covers replacement if the product is determined to be defective. Sincerely, [redacted]

Please accept this letter as a response to the claim filed by Lisa [redacted].  Ms. [redacted] purchased a purchased Magnussen lift cocktail table with wheels and two end tables on May 12, 2012 that was delivered on
May 22, 2012.
On June 6, 2012, Ms. [redacted] had requested service for a wheel...

falling off of the table.  A replacement leg was mailed to the customer. On June 20, 2012, Ms. [redacted] had reported the wheel had broken off so a replacement wheel was ordered and a technician went to the home and installed the wheel.  On October 18, 2012, the customer requested two replacement wheels and reported a problem with the end table.  A technician re-secured the end table side and installed replacement wheels. On July 31, 2013 the customer requested service for a wheel and the end table being loose.
 
On April 24, 2014, the customer requested service for the cocktail table.  Although the one year manufacturer’s  warranty had expired in May 2013, Levin covered the cost of a technician to go to the home with heavier wheels purchased at a local hardware store.  When the technician arrived, he found that the wheels were not broken.  Since he had already purchased the heavier wheels, he installed those wheels and left the factory ones for the customer to keep. 
On June 20, 2014, the customer requested service again stating the bottom of the cocktail was loose. Although out of warranty, Levin sent a technician to the home. He found that the base was detached and the bolts were missing. The springs for the lift table were stretched.  The issues found were not due to a manufacturer’s defect.  The technician re-attached the base to the table at no charge to the customer.
On September 3, 2014 the customer requested service. As a courtesy, Levin had provided two previous repairs at no charge to the customer after the warranty ended in May 2013.  Levin advised the customer that the manufacturer’s warranty had expired and we were unable to provide additional repairs at no charge.

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

Please accept this letter as a response to the claim filed by [redacted] and [redacted].  Mr. and Mrs. [redacted] 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 has scheduled the pick-up for restoration on March 11, 2015, to be done in Levin’s custom shop and return it on March 18, 2015.  As a courtesy, Levin offered to extend the warranty by an additional six months for the customer. The customer also has a concern about the second sofa that is not defective at this time.  Levin offered to extend the warranty for repair on the second sofa as well.   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

Review: Whatever you do, save your money and do not purchase from this store. My husband and I purchased a dining room, living room and bedroom set from Levin for our new home. It has been almost two years and we are still missing pieces for our sideboard (a shelf). The dining room table arrived defective twice and has yet to be replaced (we purchased from another retailer in order to have something in the room). During the first and second replacements, our dining room floor was scratched. The repair man who came out to our home the first time made so many inappropriate comments, we asked for Levin to send out someone new in the future. The couch and love seat arrived covered in plastic, which was great, but the delivery men did not remove the staples in the legs. They pushed the pieces all over our hardwood leaving behind deep scratches. The insurance company only covered part of the costs for the three estimates provided. The warranty which states the following:

Levin Protection Plan

Our Levin Protection Plan offers a five year warranty against stains, tears, rips and burns along with a structural warranty against accidental breakage on wood products. The best part of the Levin Protection Plan is that there is no risk to you!! Levin is there to protect your investment for 5 years but, if you do not have a service claim during the warranty period we will refund 100% of the Plan purchase price as an in store credit. Can you afford not to? Ask you sales associate for details!!!

did not cover the accidental scratches to our love seat. At the time of purchase, the sales person told me that everything minus a dog taking a bite out of our couch was covered. This was her response to my questioning if this warranty is a scam. I also never received a copy of the full warranty until the day that I made my claim through Guardian. Worse yet, Levin discontinued that warranty a month after my purchase..

Customer service issued an apology, just an apology, when I reported the same yesterday. All of this pails in comparison to the sales associate who asked me to call her on her cell phone (personal) and leave my debit card information in order to make a purchase. Naturally I did not do this, but customer service never addressed the same. I have spent over $3000 for Levin to damage the floors in my home and give me defective furniture.Desired Settlement: I would like to receive the self that I have been waiting on for two years and a replacement sofa and love seat. I would like store credit for the table that I never received without a defect.

Business

Response:

June 8, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sofa and loveseat on September 20, 2015, that was delivered on September 29, 2015. There was home damage to the floor which has since been resolved with the insurance company’s claim coverage. The customer also purchased an accidental protection program covered by Guardian Protection Products. As the damage was not coverable under the program, the claim was denied however Levin is assisting the customer with restoring the sofa and loveseat to its condition when it was originally delivered. Levin will be scheduling the pick-up for repair with the customer. Levin has also resolved the issue with the shelf that was delivered to the customer on May 23, 2016.We apologize for the inconvenience that this has caused.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I bought a mattress understanding that if I wasn't happy after 30 days of sleeping on it, I could return it. I had to buy a mattress cover in order to have this warranty. I cannot sleep at night with this mattress, all of my limbs fall asleep, and my back is a mess by morning. I have been staying at a friends house on and off for the last three months. I wanted to give the mattress a true thirty day test that is why I waited so long to try and return. I called my salesperson to explain this situation. She then informed my that I have to pay $100 stock fee and another $100 delivery and pickup fee. She also said that I have to chose another mattress of equal value or more. This was not explained to me at the time of the purchase. I went in to talk to her manager last nite. He was very rude right from the start. He tried to say it has been over 120 days before he even looked at my paperwork. He also said that he was going to buy the same mattress (trying to discredit my complaint). I explained that I bought the mattress cover and he interrupted me and said I can exchange that item twice if I want. That was not what I was talking about, and he knew that. He also said he can only credit the mattress not the box spring, which brings my exchange down from 1,500 to 1,300 another $200 not expected to spend or lose. So I will be out $400 to exchange a mattress that I truly cannot sleep on? What happened to customer service, and customer is always right? He then said go pick another one out! I feel he was very rude to me. I do not want to pick another one out that is less value then the mattress I bought in the first place. I lost $200 on this exchange and they want me to pay another $200 to make a switch? I am truly unhappy with my service and purchase. I was not told the whole story when I purchased this very expensive mattress. I also have a few friends who recently went to Levin's to look at mattresses. They were both told that if they buy the mattress cover, they can exchange the mattress after 30 days of sleeping (just as I was told). There was no mention of a re-stocking fee or a delivery and pickup fee). Also, no mention that they would have to purchase the same or more value on another mattress.Desired Settlement: I want a full refund, or a full amount exchange on any mattress of my choice either less than my purchase or more, my choice.

Business

Response:

June 8, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a queen bedding set on December 30, 2015, that was delivered January 9.2016. Along with the purchase, the customer had the option of a comfort guarantee where after 30 nights and before 120 nights, the customer would be able to return the mattress for one of equal or lesser value with a $99 fee and a new delivery fee (see attached order with the terms of the comfort guarantee time frame and applicable fees). The customer would be responsible for the additional amount due if the selected a more expensive mattress.Although the concern was presented soon after the 120 nights, Levin will still offer the comfort guarantee as listed in the terms of the sale with the applicable fees.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: August 1, 2016 [redacted] Re: Bed Bugs Medically Inflict Child Dear Consumer Support, I purchased a Sealy PP, Generate Plush, Queen Mattress and Box from the Levin Furniture Mt. Lebanon Store one week ago. Upon delivery conclusion, a strong, strong odor filled the room when the mattress plastic was removed. We aired out the mattress for 10 hours as instructed. This morning, we discovered the source of unknown 50 plus bed bug bites on my 14-year-old son from his new Sealy Generate mattress. The photos are attached that show 7 day old bites and last evening’s bites. He has been scratching for one week and continues to feel incredibly uncomfortable all throughout the day and night. We had attempted to control the continual bites with Witch Hazel, Benadryl, Cortaid and Calamine lotion. As he is a stomach sleeper, bites evidenced on his chest, upper thigh, genital area and right arm extended over his head underneath the pillow concur with the placement. Last night, new bites occurred on his chest area. At 4:00 A.M., he was bleeding from the nipple in the bathroom, he discovered a bug on his nipple, and killed it. At 5:00 A.M., we moved his new mattress and box spring to the first floor covered, enclosed back porch. Web MD had the exact image of the bites from bed bugs and the view of the bug. We reside in a 100% pest free, no issue home for 16 years except beginning last week following the delivery from Levin. As logical, I want this source of pest taken from my home as soon as tomorrow. After bed bug discovery of evidence on his new mattress, we visited Levin as soon as they opened. I am providing a timeline of details. I asked and obtained two plastic sheets in which to place infected mattress and box, and we sealed with clear packing tape. We did not but wanted to open up the mattress to view bugs from the photos.Logically, to remove the mattress immediately is a complete necessity so as to not further damage the home of spreading bed bugs and require Pest ControDesired Settlement: Removal of contaminated mattress and refund

Business

Response:

Dear Ms. Gasser, Please find the attached as a response to the complaint filed by [redacted]. Feel free to contact me should you have any questions or concerns. Sincerely,Paula R[redacted] August 28, 2016Re: Complaint [redacted]

Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a queen bedding set on July 18, 2016, that was delivered on July 19, 2016. The delivery was completed without issue.On July 31, 2016, the customer contacted Levin, stating that her son had bites. Levin explained to the customer on August 1, 2016, that bedding is received by the manufacturer in plastic and remains in plastic until it is unwrapped in the customer’s home. The presence of pests would have come from another source and not from Levin Furniture. Levin spoke with the customer again on August 2, 2016, to explain the process. Levin will contact the customer again to describe the process in place that the bedding arrives from the manufacturer in plastic and is not unwrapped until inside the customer’s home.Please do not hesitate to contact me at ###-###-####, extension [redacted] or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: We purchased a sectional sofa from Levin last month (05/13). We were told by the sales associate that the blended leather was much better for animals. 12 days after receiving the sectional the one cushion started to flake and peel. I called as soon as I noticed it. They weren't able to send a repair man to inspect the furniture until 3 weeks later. The repairman agreed that the damage done should be covered due to the fact that the furniture was only 12 days old when it started flaking, and peeling. He noted the surface scratch marks as well, however stated that it would be insane to repair the couch because there are several spots that have problems, not just the area where the scratches are. I waited to hear back from Levin, which was 3 days later. The manager stated that the damage done was caused by us, and that it wasn't covered to be repaired or replaced. She stated that it was our fault and that they were washing their hands of this. The manager said that she would have a corporate manager call me back. I waited all day, and never heard back. I called them back, and finally was able to get ahold of her. She told me that regardless of who caused the damage, or how it was done that it wasn't covered. I requested a contact number for the District manager. I'll also be calling our local news, posting this incident on social media, and making sure that I can deter as many people as possible from wasting their money on material that wasn't quality. There was really NO sense in purchasing the warranty either. They didn't cover anything. I'm not asking for my money back. I just want them to take this junk back so I can pick something else. I'm so upset and disgusted. $3,000 down the drain. People work hard for their money, its sickening.Desired Settlement: I would like them to take back their defective product, and allow me to pick another sofa. I never asked for my money back.

Business

Response:

July 10, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sectional on May 13, 2016, that was delivered on May 19, 2016.On May 31, 2016, the customer requested service for the sectional. The inspection report included damage that was caused by a household source and not a manufacturer’s defect. Although not a defect or covered by the accidental damage plan, Levin spoke with the customer on June 20 and advised that Levin would order the parts at no charge, but the customer would be responsible for the labor cost to install the parts. The customer agreed and parts have been ordered. Levin will contact the customer when the parts arrive so that she can pick them up and arrange the labor costs and installation with a technician.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: Levin sent out a "VIP Pass" for 20% off. There were 2 stipulations on the coupon. 1)Cannot be combined with any other coupon, discount or financing. When I went to the store from 5:20 pm to 6:30 pm, they REFUSED to give me the discount. I later spoke to the manager, Jason M[redacted], whom told me "I will not honor your coupon". This was a direct quote Jason authorized me to use in the complaint. I do have the document in hand and hope to be able to upload further in the complaint.Desired Settlement: I would simply like the advertisement to be honored. Nothing more, nothing less. I just want them to live up the work of the marketing agreement that caused me to pass on a different dining set and office desk to which I will likely be without for some period of time.

Business

Response:

September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer had expressed interest in purchasing an item from the Magnolia Home Collection. This collection is excluded from the offer. Please see the sale invitation copy that states that some exclusions to the offer and to see the store for details.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service

We purchased a sectional from Levin Furniture expecting the piece to be a sofa on one side and a loveseat on the other. The sales associate said this could be done. After 6 weeks of waiting for our order, we received the couch, but it was not what we had ordered. What was delivered included 2 full sofas, instead of a sofa and a loveseat. Well, this is does not work for the space in our condo. So, we called the store and spoke with Toni first. She basically told us that we don't know what we wanted and she ordered it correctly (I'm pretty sure we know what we want). Then we asked if we could have the one piece adjusted, but no. So we asked if it could be returned. No. Then we asked if there was anything that Levin's could do as this was not what we wanted and doesn't fit our living room. No. There is nothing she [Toni] could do. Well, now we went from disappointment to completely unhappy. I called back and spoke with the store manager, Bob, and explained the issue. He was polite at first, but after reviewing the order, explained there was nothing that he could do. What really made this a customer service nightmare is that Bob insisted that Toni ordered it correctly and we basically didn't know what we asked. Once again, we knew what we needed and wanted. I asked if we could just return the one piece, but he said it was impossible. Then he explained to me that the loveseat that we wanted was armless and couldn't have an arm added, so Toni ordered the full sofa. I explained to Bob that this was the first time we were told that the loveseat with an arm wasn't possible and that Toni did NOT explain that to us. We did not want 2 full sofas. Bob then patronized me with "Toni has been doing this for years and knows what she is doing" as if I do not know what I want and what I asked for in a sectional. Point blank, Toni did not listen to us, the customers, and also did not explain to us the full details of what can and cannot be done with this product. Instead of working with us and providing quality customer service, Toni and Bob chose to talk down to us and not even try to work with corporate for us. We are out money on a piece of furniture that we cannot use due to the negligence of the sales associate. It is one thing to have a mistake with an order. It is a entirely different thing to not communicate the full information with your customers (just wanting to make a sale?), refuse to assist them with the problem and then belittle them. Levin's misled to make a sale and then refused to correct the problem. However, we will never go back to Levin's for anything ever again due to the poor customer service which we had received.

Review: Purchased two queen chairs at Levin's Wexford store. They were delivered with wrong material. Attempt to return chairs at location of pick up. Store manager refused to accept chairs. One chair was not unpacked. Other chair was open to inspect its condition. One leg was broken and wrong material on chair. Repackaged chair in original packing. These chairs are awaiting return and were never used. My wife has cancer and is dissatisfied with purchase. We have tried to resolve this at the store level without any success.Desired Settlement: Return both chairs and credit full purchase price to zero credit card balance.

Business

Response:

August 28, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased two special order chairs on April 3, 2016. The customer picked up the chairs from the store on May 6, 2016.The customer later came into the store concerned about the fabric, but it was confirmed that the fabric ordered was on their chairs, so they are correct. Unfortunately, special order items are non-returnable as listed in their order copy. Levin offers service on any warranty concerns and will resolve them with a repair. If the customer wishes to have the service arranged, Levin will send a technician to the home to review their condition and take steps to restore them.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service

Review: We purchased a sofa from Levin's Furniture in November of 2015. Within hours of the delivery, our daughter was on the sofa and fell asleep. When she woke up she had a rash over her body. We thought she may be allergic to the material so we told her to put a sheet down the next time she sat on the sofa. Again, after being on the sofa our daughter broke out with what we thought was a rash. We took her to the doctor and he said it was not a rash but bug bites. When we returned home, we turned the sofa over to find it was infested with bugs that were both dead and alive. When we first contacted Levin's Furniture, they told us that they had never received complaints about their furniture. When we looked on-line, we found numerous complaints about bugs being in their furniture. We moved the sofa our to the garage and called an exterminator. He said it will cost $600 to exterminate the bed bugs. We paid around $350 for the sofa. Levin said they would not reimburse us or replace the sofa.Desired Settlement: pay the extermination expense of $600. Exterminator will be at our house on June 17, 2016

Business

Response:

July 10, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a sofa on November 13, 2015, that the customer picked up on the same day.Upholstery is shipped by the manufacturer in packaging and remains in the package until the customer unpacks it. The customer took possession of the sofa seven months ago. This was explained to the customer on June 10, 2016 when he had contacted Levin. The presence of bugs would have come from another source and not from Levin Furniture.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I received a 1700 couch in March. The couch/chaise had 4 documented problems. Levin did reorder and make an entire new couch/chaise and replace the first one. One problem remains: when you sit you roll towards center. Levin sent the repairman again and extra foam was added. This improved it, but not completely. My complaint is that I filed a dispute with the loaning office, Synchrony Bank, the first time because Levin was not returning my phone calls. That dispute was settled when they finally answered and made the new couch. With the second couch, I ran into the same problems with the service dept so I filed the second dispute with Synchrony. I finally got the repair guy to come out and he added the foam. Now they want me to have the couch picked up and looked at in their factory. Both Levin and Synchrony said as long as they are willing to work with me, I will not win my dispute. I have about 30 plus documented phone calls between Levin and Synchrony trying to settle this. It is now mid August...and I am sick of this back and forth. When is enough enough? There is NO return as it is special order. I think after 6 mos and 30 plus phone calls it should suffice. I just want the couch gone and my loan forgiven and money paid so far returned. They are picking it up in two days.Desired Settlement: Take their couch/chaise back and return what I have paid so far. Cancel the loan with Synchrony Bank.

Business

Response:

September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order 2-piece sectional that was delivered on March 10, 2016. A service technician had inspected the sectional on June 4, 2016. Although it was found not to be defective, the technician added additional seat foam to accommodate the customer’s concern. On June 24, 2016, the customer contacted Levin with her concerns with the seating. As it was determined not defective by the technician on June 4, 2016, Levin offered to bring the custom shop to inspect. Levin offered to inspect again and add additional padding to meet the customer’s preference as it was not determined to be defective on June 4.The customer scheduled the pick-up of her furniture to be sent to our custom shop for August 25, 2016. The customer had then refused to allow the delivery team to bring the furniture to be inspected on the day of pick-up by the delivery team.Please see the attached order copy with the terms of sale. Although not defective, Levin is willing to complete an additional inspection. The customer is not allowing the additional inspection.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service

Review: Purchased sectional couch from Levin. The product was completely falling apart in less than 1 year which is within the warranty period. Its been almost 3 months since service technician was at my residence to review the poor quality damage that was present on every piece of the sectional couch.

In conclusion Levin has provided a terrible product at a significant price, their service is extremely poor, and I have been waiting for months for resolution while still being expected to pay for a junk product. Customer service was also not able to provide any help or resolution. Extremely disgusted and disappointed in the product sold and service provided by Levin Furniture.Desired Settlement: Full refund for product due to poor quality product and service,

Business

Response:

April 24, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer (under the account for [redacted]) purchased a seven piece sectional on December 26, 2014, that was delivered on February 18, 2015. On December 20, 2015, the customer reported a problem with the seat covers and cores needed service. On January 14, 2016, the technician inspected the furniture and ordered parts for the sectional. The parts were ordered from the manufacturer. The parts have arrived and the customer has scheduled an appointment for our technician to install the parts on May 9, 2016.We apologize for the delay of parts and any inconvenience that this has caused.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I purchased a mattress 5 years ago from Levin Furniture. The mattress has significant dips at each of the corners. When the representative came he only looked at the dip in the middle of the bed which he reported having a 3/4 inch dip but never did he report or express a concern about the noticeable dips at the edges. These dips are unacceptable for a mattress that is less than 5 years old.Desired Settlement: We would like a store credit, replacement or refund in order to purchase a mattress.

Business

Response:

June 8, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a queen bedding set on February 28, 2011, that was delivered on March 12, 2011. On april 25, 2016, the customer requested service to inspect his bedding for defects. The technician inspected the bedding on May 17, 2016, and found no defects as the impression was under 1.5 inches and the sides in normal condition (see attached inspection and manufacturer’s warranty document).Levin offers a free inspection after six months should the customer wish to have another warranty check.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I sent a message directly to Levin regarding my complaint a week ago and this company is so rude that they don't even bother to acknowledge my complaint.

We spent a few hours at the store in Fox Chapel shopping for a new mattress on Friday, September 2nd. We had come from Macy’s and were comparing. We ended up purchases our mattress at Levin and I all was fine we set up the delivery for the following Saturday September 10th. I received a call on Wednesday letting me know the delivery would be between 9-12. By noon on Saturday there was still no mattress so we called the number that called me and they informed us that the sales clerk Mike called and cancelled our delivery the mattress hadn’t come in yet. I understand but nobody called me to let me know this. My husband called on Friday the 9th to ask the sales clerk Mike a question about something else and he said nothing about our delivery being canceled. We spent the morning taking down the old bed to get ready for the new one. We called Mike and he had NO explanation on why he did NOT inform of the change in delivery not even an apology. I wish I would have went with my first instinct and went back to Macy’s to get the original mattress we were looking at. Levin, your customer service is terrible and your corporate office must teach the stores how to be rude because I have already sent you a message and you are too ignorant to answer or acknowledge our complaint.Desired Settlement: I want to know why we were not informed that the delivery was canceled.

Business

Response:

October 18, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a set of bedding on September 2, 2016 with a scheduled delivery date of September 10, 2016. The bedding shipment did not arrive from the factory in time for the delivery appointment. There was a communication error between the warehouse and the store to advise the customer of the shipping delay. The store had offered an alternate date but that was not accepted.We offer our sincerest apologies for the error and miscommunications to Ms. [redacted]. We have addressed the lack of response with our management team as well. We are truly sorry for the issue and missed delivery. As a token of our appreciation for our valued customer, Levin is offering a gift certificate to the customer as a hope that she may give us another opportunity to serve her in the future. This certificate will be mailed from our office to the customer’s address applicable toward a future purchase at any Levin Furniture or Levin Mattress locations on any type of merchandise.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service

Consumer

Response:

I regret that it took so long for them to respond to our complaint but I guess any response is better than nothing.

Regards,

Review: Purchased a Sectional couch from Levin's Furniture in Robinson in Dec 2014, also purchased a 5 year warranty with it.

After the first month the batting was falling down in the leg rest and arm of the cough. They came and repaired it. not a problem.

In October 2015 the material in the foot rest of the same unit started dropping due to a broken zipper beneath it. Called the store and they said that they would order the part and as soon as it came in they would replace it. They came in February but brought the wrong part during that time a cable broke in the couch that released the foot rest on the recliner part of the same section. They said they would order the part and bring it at the same time. Its now April and today we called and were told it would not be until May before the part was ready. They keep blaming it on the manufacturer... Why do they buy things from such bad suppliers? and why does the Customer have to suffer for the wait.Desired Settlement: I would like Levin to take back the couch and refund my money. they can take the couch back to the manufacturer to get their money back if its the manufacturers fault.

Business

Response:

May 20, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on November 28, 2014 that was delivered on December 16, 2014. The customer also purchased the additional recline warranty that covers mechanism parts and labor issues for five years from date of delivery.On December 1, 2015, the customer requested service for a broken zipper and issue with the footrest.The parts sent from the manufacturer were incorrect. When the technician visited the home, the customer also needed a new reclining pull cable which was added to the parts order. Levin spoke with the customer on May 11, 2015 with an update. The parts have arrived and the customer is scheduled for an appointment on May 31. We apologize for the delay of parts and for the inconvenience that this has caused. Please do not hesitate to contact me at 8[redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service