Levin Furniture Company

Review: this complaint involves both product quality and warranty coverage. September 2012 I purchased a leather reclining sofa and the extended warranty. December 2014 I found that the leather on the end seats was shredding after only 2 two years. I have the business card from the rep that I purchased this from and when I called I was told he was no longer there. I explained my problem to another sales rep and she said that the product quality is covered for only one year and the extended warranty only covers accidental damage. I explained that when I purchased the warranty I specifically mentioned to my rep that I was concerned about my product being covered due to the accidental wording, and he assured me that the item would be fully covered if it would tear or cushions soften and need replaced. I asked for a manager and was connected with a Mr [redacted]. I sent him an email with the picture and he said that he would pass it on to his service department. I have not heard back from them. I have purchased several rooms of furniture from Levins over the years, 2 additional sofas and 1 chair as recently as October of 2014. I feel that the quality of product they sold me in 2012 was poor and defective and sales pitch provided to me for the warranty was flagrantly fraudulent FYI both of the pull cords that operate the reclining mechanism broke off in november of 2013, just after the 1 year manufacturer warranty was up.Desired Settlement: I either want my sofa recovered or a replacement unit provided.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. [redacted] 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 plan. Unfortunately, the manufacturer’s warranty had expired in August 2013 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, 2015. Director of Customer Service

Review: We bought furniture last July from Levins. In February the board in the arm of the sofa broke under the weight of an elbow. We did not abuse this furniture. We are not overweight. We have no children. We work full time, which means it is only used a few hours on some evenings. The furniture is complete garbage and Levins sold it with an inflated price tag. In addition to the broken arm, the pillows are limp, so much so you can feel boards on your backside while sitting on it. The ottoman's seams have moved. A warranty was not given to us when we bought the furniture. We were not given one until March 7 when we picked up a copy at the Greensburg store upon request. Of course, when buying the furniture we assumed, as everyone would, that Levins would stand behind their product if something, such as a broken board, would occur. This is not the case. We were offered a repair. And it was to be done in our home. We do not want our family room used as a workshop, as the couch would have to be dismantled to get to the broken board in the arm. After much negotiating, they extended the warranty on repairs only, from one year to an additional six months. The suite is garbage, and will still be garbage at the end of the warranty. We feel we were completely "ripped off" by them. They will offer nothing more then repairs, but NOW will do them in their warehouse.Desired Settlement: Ideally, we would like a refund of the cost of the sofa and ottoman. In the alternative, we would like a store credit and would buy a replacement made by a different manufacturer. Since buying the suite, we have researched Jackson Manufacturing and have found very negative reviews. Also, customers should be given a warranty at time of purchase. Levin should make it clear that a customer has seven (yes, seven) days to return, and anything else will be repaired.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mrs. [redacted] purchased a sofa an ottoman manufactured by Jackson, as well as a recliner by Icon, on June 23, 2013. The order was delivered on July 13, 2013 (please see attached order copy with terms of the sale). On February 19, 2014, Mrs. [redacted] reported an issue with the sofa. A technician visited the home on February 22, 2014 and found that a board on the arm was broken. The technician was able to conduct a repair while in the home but the customer had declined allowing the repair. As the customer did not want repairs to be done in the home, as an alternative, Levin Furniture had offered to pick up the sofa, make the repairs in the repair shop, and return the sofa to the customer. The manufacturer’s warranty is for repair for one year from date of delivery (see attached warranty copy). The concerns with the Mrs. [redacted]’s furniture can be addressed with repair. Levin Furniture offers a 7 Day Return policy with applicable fees and other details as listed on the order copy. Mrs. [redacted] had expressed concern for the remaining one year warranty, so as a courtesy, Levin offered to extend the first year free repair coverage for an additional six months. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.

Review: On 4-6-13 I ordered furniture from Levin. It took 18 weeks to be delivered. The day it was delivered I informed the delivery men I was not pleased with the material. It is custom made black leather sofa & chair and a recliner rocker in material. The sofa looks as though it is 10 yrs. old and it is wrinkled. The arm boulders are pleaded around the edges, the cushions look as though there is not enough stuffing in them. This furniture was made by HTL. The rocker recliner is very lumpy on the back cushion and the arms do not meet the back. This is a Lane product. On 8-13-13,the delivery day,I called my salesman and entered a complaint and was referred to the Smithton location. I immediately called the number I was given and was told a service man would come out. I never heard from a service man. I called again on 8-16-13 and a service man was sent. He took pictures and said we would hear from Svc. Dept. in 2 days.On 8-23-13 I called and was told a Manager of some sort would call me. 8-26-13 No call. I called and spoke with [redacted]. She said furniture meets Mfg. standards. She will send a 2nd man to take better pictures. 8-29-13 received call from Svc. Dept and scheduled revisit for 9-5-13. 9-13 [redacted] from US Quality Furniture Repair came out and took more pictures. 9-11-13 Levin called with same results the Furn. meets Mfg. Standards. 9-13-13 called original salesman, Mike, he turned call over to store Manager, [redacted]. She said will call Svc. Ctr. to see what their take is on repairing furniture. She called back and said nothing can and will be done. She also made the comment that it difficult to see the condition of the furniture on a picture. So here I am with $3400 worth of furniture that was my dream furniture turned into a nightmare.Desired Settlement: When [redacted] from US Furniture came out. Off the record he said it looked like there was not enough stuffing in the furniture. I am told the furniture cannot be returned because it was custom made. I just want the furniture to look like it looked in the showroom. BEAUTIFUL

Business

Response:

Please accept this letter as a response to the claim filed by [redacted] and [redacted]. Mr. [redacted] purchased

a custom order sofa, chair and glider recliner on April 6, 2013 that was delivered on August 13, 2013.

On the day of delivery, the customer requested service for the sofa. A technician inspected the furniture on August 19 and found no defects. The customer was unhappy with the report, so Levin offered to send a different technician for a second opinion. On September 5, a different technician inspected the furniture an again found no defects.

Please find the attached sales order copy as well as the photographs of the furniture.

Review: I purchased leather sofa and loveseat and there are at least 10 cracks in the leather and more appear daily. I have already sent you several letters concerning this matter. the sofa is only 1 year old. I would not expect furniture to last less than 1 year.Desired Settlement: I would like to receive my money back. I have contacted Levin several times and get no satisfaction from them.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a Lazzaro two- piece sectional that was delivered on June 16, 2012. This was a replacement to the previous Franklin sofa and loveseat delivered on July 10, 2010. The return of the Franklin sofa was authorized by Guardian Protection due to it being covered by the accidental damage program. Although the loveseat was not covered by the protection plan, Levin made the exception to accept the return of the loveseat.

On March 19, 2013 Ms. [redacted] requests service for cracking of her leather furniture. The technician inspected the furniture on April 16, 2013 and did not find a manufacturer’s defect of cracking. The leather had been scratched by a household source which is not covered by the manufacturer’s warranty. Levin had explained the warranty claim not being covered on April 19, 2013.

Director of Customer Service

Review: A few months back I bought a bunch of items from this company. The one item I bought was a 7 piece sectional. After having it for on 6 days I started to see a lot of problems with it. It started to fall apart the recliners were't working and the padding was terrible. It was like there wasn't any padding at all. So I called the store to have it returned and that said they wanted to send someone out first to look at it. Well they called me and we set a time for them to come and look and then they canceled and setup a new time and did this over and over again. At this point I called the store and just wanted to return it. I still was within my 30 days. The sales person that picked up said they would have a manager call me back and they never did. So I kept calling and even stopped in the store with no results. Then the center that fixes their stuff came out without contacting me. I was home so I guess it wasn't that big of a deal. The guy starts to look at it and was like you got ripped off. the some of the padding wasn't even there and he checked the whole 7 piece and it was the same throughout. he told me there was no way to replace all of it and he could only get to the the one part that reclines. So I was sold a junk couch that's falling apart. at this time Levins delayed so much it was past the time for me to return it which is really upsetting they played me. I spent a lot of money in that store.Desired Settlement: I want a refund for put back on my card and want to pick out a new piece . If not, I've already spoke with my lawyer and will go that route if I have to.

Business

Response:

February 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a reclining sectional on June 27, 2015, that was delivered on July 7, 2015. On October 3, 2015, the customer requested service for a fabric and squeaking issue. The customer cancelled the appointment that was scheduled for October 15. The customer stated he would call back to schedule another appointment. Levin left eight messages and sent two postcards from October 22 through November 14 to schedule another appointment. The customer did schedule an appointment on December 12, where the technician added padding to the section under the knee area where it the padding had torn.The manufacturer offers a one year warranty for defects. If a new warranty concern has developed, Levin can send another technician to inspect the furniture. Levin offers a 7 day return policy that had expired on July 14, 2015.Please do not hesitate to contact me at 800-707-0589, extension 276, or [email protected] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: My husband, [redacted], and I bought 2 reclining love seats from Levin at Robinson Township in December 2013. The love seats were delivered January 8, 2014. We stated having trouble with the seats of them before a year was up. The repairman,[redacted], came out to look at them. He then came back with new seats and replaced them. Then some screws broke and the reclining was difficult. [redacted] came out again and said he needed to order parts. [redacted] came out again on January 26 because the one seat broke (the frame) and said he would tell the company. I called and said I wanted them replaced or a store credit for them and I was told that is not that the policy and they would have to contact the manufacturer and maybe have it sent back to remake. The other love seat is starting to do the same thing. We are older people and we have no children and we are both on social security so there is no abuse of the furniture. We have talked to numerous people and Levin's and have not gotten any satisfaction.Desired Settlement: We want our money back so we can replace the loveseats or a store credit to get something else.

Business

Response:

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

Consumer

Response:

Review: I bought a bonded leather sectional 4 years ago. The sales person told us that this sectional's quality is better than actual leather for a family with kids. She recommended that we purchase Levin Protection program which would cover any issues for 5 years. So we purchased the protection program for additional $200. I paid a total of $1879.

Within a year we noticed leather was peeling off on one of the chair. It peeled off from a few spots on both front and back of the sofa. We contacted both Levin's and warranty but they were not helpful. My wife spent hours on the phone. We also went to the store and talked to the manager. But they were not helpful. We were told that it was considered normal wear and tear, therefore, is not covered. I do not

It is four years now. Leather has mostly peeled off from some of the chairs and it looks very embarrassing when we have guests. The leather is a very thin layer on a piece of fabric. It seems to be decomposing and is peeling even from chairs that we do not sit on.

I bought a leather couch from [redacted] in 2001. It still looks as good as new even after 14 years of use. It did not sag nor did the leather peel off anywhere on that couch. The one from Levin's is the worst quality. Material peeling off everywhere. The chairs are sagging. Both myself and my wife get back aches sitting on them.

I am very disappointed and angry that I was deceived by Levin's promise about quality and extended protection. I wasted about $1800. Now have to buy a new couch. I will never buy from Levin's and would never recommend anyone to purchase anything from them.Desired Settlement: They lied to me about the quality of the product and the extended protection. I am very unhappy with this purchase. I could have spent the same amount of money at another store and gotten a better quality and warranty.

Business

Response:

October 9, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on July 24, 2011, that was delivered on August 4, 2011. The manufacturer’s warranty expired on August 4, 2012, and the accidental protection program only covers accidents. Although there is no coverage for the customer’s concerns, Levin contacted the customer and offered a merchandise certificate to the customer toward a future purchase and the customer accepted.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 an adjustable Serta base & mattress from Levin Mattress in Cranberry on 8/3/14. I had come into the store from another retailer across the street pretty much knowing what I wanted and a sales person helped me out. Mark Olsen. I opened up a Levin finance card and asked about the return policy and was told it was 120 days, and that I had to keep the bed for 30 days to make sure that it was comfortable before I could change it out. I received the bed and frame on 8/5. The delivery folks placed the adjustable base on my bed frame and set the bed up and left. Upon laying on the bed the bed fell through my frame because they didn't place the supports on the bottom correctly. I tried to sleep the first night in the bed and only lasted an hour as it made my whole side go numb. I contacted the retailer the following morning and said that I wanted to exchange the bed. I was told I had to come in to see the salesperson so I waited until Saturday when he worked next and went in on 8/9. I informed him I wanted to exchange the mattress and return the adjustable base & go with a box spring since I sleep on my side it wasn't advantageous to keep the base. He said the base is non returnable. I said I asked and you said 120 day policy. He said oh maybe I didn't mention the base wasn't returnable bc you came from another retailer so I assumed you knew. I have tried to speak with the manager about this but they aren't willing to exchange it. They told me to speak to Serta and Serta told me to speak to Levin. When you make a major purchase to the tune of $3500 and the sales person says 120 return, you figure it means the SET, which is the base & mattress. This was never communicated to me during the process. I would like to return the base, which has sat unused in a spare bedroom since delivery. To me that doesn't even make sense. You aren't laying on the base nor transferring any bodily fluids like sweat. They will return a mattress that you slept on and used, but not a base which holds the mattress?Desired Settlement: I understand I have to select another mattress at an equal or greater value, which is fine, but I want to return the adjustable base and select a box spring since I was not told the base was non returnable.

Business

Response:

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 ###-###-####,

Review: I purchased a bedroom suite on or about December 5, 2014 for $3200.00 on my Discover card. I have been trying since approximately mid January 2014 to get the dresser and wardrobe drawers fixed so that they stay closed. There has been one service call and a couple of drawers were fixed. The technician informed me that he didn't have the necessary pieces for the other repairs and they would be ordered. That was early March. I have called several times since then and the only information I get is that the parts haven't come in yet.Desired Settlement: At this point I would prefer a complete refund and Levin Furniture can pick up their defective merchandise so that I can go to a more reputable furniture store to purchase bedroom furniture.

Business

Response:

December 27, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a bedroom group on December 5, 2014 that was delivered on December 12, 2014.On July 1, 2015, the customer requested service for the drawer of his dresser. Parts were ordered from the factory which is located overseas. On September 23, 2015, Levin issued a $50 discount for the delay in receiving the part. On December 3, 2015, the repair technician completed the service on the dresser.We apologize for the delay in part and restoring the dresser drawer. Additionally, Levin has extended the customer’s warranty by an additional six months due to the delay. Please do not hesitate to contact me at [redacted] or [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service

Consumer

Response:

Review: I had special order on 2/19 was suppose to come in 6 to 8 weeks. Received an email a couple weeks ago that it will be in the warehouse 4/11. Then 6 days later receive email that it won't be in till 5/16 a month later. When I called to inquire about why the delivery was changed and a month added on they started making excuses and said they would check. Its been a week and half and I have not received any phone calls back. Since then I have called twice and kept getting that someone will get back to me, or that just the way it is. I guess customer service and appreciation only last time they make the sale and get your money. I have even emailed the President Rob Levine and a couple other executives and haven't heard back from them either. I am having company come in from out of town and no furniture.Desired Settlement: I would like to have my furniture delivered on time like they had promised when I purchased it. There was no talk about the delivery being delayed at the time of purchase. I should also be reimbursed my delivery charge.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mrs. [redacted] purchased a special order sofa and recliner on February 13, 2014. Due to delays at the manufacturer from their supplier, the production of the order had been delayed for shipment to Levin. To assist Mrs. [redacted], Levin had offered options to select other furniture or to the ability to cancel the special order without losing their deposit.

Mrs. [redacted] selected to cancel their order for a full refund. We apologize for any inconvenience this has caused.

Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.

Sincerely,

Director of Customer Service

Review: On 11/28/15 I made a purchase totaling $3,46.22 for a Livingroom sofa and reclining bed. The salesman also sold me a specific mattress for the reclining bed as he indicated not all mattress will hold up with reclining beds. My furniture was delivered on 12/08/15. In January I started noticing that the bed was sinking in some spots (specifically where the bed would bend with the reclined position), but would not fully return to the normal position when not reclined. After a few more weeks past this started to become uncomfortable as if you were on one side of the bed you would be forced to the other as the mattress was no longer level.

In mid February I phoned Levin to have someone come and look at the bed. They could not schedule someone out until late March. A representative was scheduled out on March 26th.

He came and first thing he says was there was a noticeable collapse in some areas of the mattress. However, I could not believe the only measure taken was a string clipped from one side of the mattress to the other. I told the rep it was very noticeable if you lie down in on the mattress (which he did not).

However, he took pictures with the string and a chart on the mattress and stated that Levin would be contacting me within a few weeks.

Levin did contact me only to say that the measurements didn’t meet the specs to warrant any further action but that they would have someone come out in another 60 days for another inspection. I tried to explain to the customer rep at Levin that I would sink in the bed and it was very uncomfortable. She didn’t care at all… and stated that there was nothing she could do.

It is very clean to me that Levin could care less that I’m having problems with the mattress and had no interest to resolve it. This mattress started giving me problems in just a month after delivery and no one should have to deal with this. I will never buy from Levin again.Desired Settlement: I"m not expecting money or credit, I'm only expecting what I paid for. At this point my old mattress is in better shape than the new one. I don't expect to spend over $3,000.00 at a retailer only to be treated with no respect after the sale.

Business

Response:

Re: Case ID # [redacted] Dear Ms. Gasser, Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a full mattress and full adjustable base on November 28, 2015, that was delivered on December 8, 2015. On March 7, 2016, the customer requested service for the mattress. The mattress was inspected on March 30, 2015 and no defects were found. Although not defective, Levin has contacted the manufacturer who has agreed to accept the return of the full size mattress for a refund. The mattress return total is $1002.32 ($936.75 mattress plus $65.57 tax). Once returned, Levin will process the refund on the customer’s bankcard use at point of original purchase. 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Purchased a King Grand Legacy Mattress in August of 2014. In February, we had the service department come to the house because the mattress has dips already. At that time, they said the dip was not indented enough for them to do anything about it. They told us they can not come back out for this problem for another 6 months. Then this week we called because we are feeling the springs in our backs when we are laying on the mattress. When we spoke to the service department they told us that there is nothing they can do. There is a 10 year warranty on this mattress and we feel we are entitled to a new mattress.Desired Settlement: New mattress or our money back.

Business

Response:

May 19, 2015 Re: Case ID # [redacted]

Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. Mr. Senjan purchased a Stearns & Foster king set on May 3, 2014, that was delivered on May 8, 2014. On August 14, 2015 the customer chose to return the mattress under their 120 Day Comfort Guarantee and selected another style of mattress from Grand Legacy. The customer’s new mattress was delivered on August 20, 2014.On February 6, 2015, the customer requested service for their Grand Legacy mattress. On February 17, 2015,a technician inspected the mattress and found no defects.As two of the luxury brand mattresses were not acceptable to the customer, Levin has scheduled a return of their king set on May 28, 2015. Levin will refund using the original method of payment to the customer.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted] Director of Customer Service

Review: On 11.13.05, we purchased a Stearns & Foster King mattress and box springs from Levin Furniture in Wexford, Pennsylvania. We also purchased a mattress pad for $89.95. We were told that purchasing this mattress pad would double the warranty against defects on the mattress from ten to twenty years In addition, if there were any stains that got through the mattress pad, Levin Furniture would clean the mattress. If unsuccessful, the mattress would be replaced free of charge. Our total cost for the mattress, box springs, and mattress pad was $2,647.02 including tax. In May 2015, we contacted Levin Furniture, stating that we were not happy with the quality of the mattress. There were two indentations in the mattress, a large indentation on one side and a very deep indentation on the other side, despite rotating the mattress regularly. A technician was sent out to examine the mattress. Upon inspection, the technician stated that there was a 2+ inch indentation and that this was a very significant defect. In fact, the technician told us that anything over 1.5 inches was a severe indentation for which he thought Levin Furniture would either replace our mattress or refund our money. (Please note that the mattress industry considers any sag of 1.5 inches or more a structural defect.) About a week later we received a voicemail from Levin Furniture’s customer service department. They stated that, due to stains on our mattress, the warranty was voided. Said stains are not on or adjacent to the 2+ inch indentation mentioned above, and, at a minimum, should have been covered with the secondary warranty that came with the purchase of the mattress pad from Levin Furniture. We then went to the Levin Furniture store in Wexford, the store at which we had purchased the mattress in 2005. We spoke to one of the managers of the store, Melanie (I believe). We explained to her that we had one of Levin’s technicians to our house to measure the mattress for defects approximately 5 weeks prior. When the mattress was measured there was a 2+ inch depression and that we were told by customer service that the mattress was not covered under the warranty due to the staining. We showed our original receipt and paperwork showing the purchase of the mattress pad which Levin’s purported to double the manufacturer’s warranty in addition to having an additional no stain warranty. We explained to her that we had used the mattress pad that was purchased with the mattress at all times. She informed us that another technician would need to come to our house to try and clean the spots off of the mattress. She further explained that, if they were successful in removing the stains, then the mattress would be covered by the mattress warranty. If the stains could not be removed, then the mattress would be covered by the mattress pad warranty, since it obviously did not do its job in protecting the mattress. We then received a second voicemail a couple of days later. Levin’s customer service stated that our warranty was void due to the fact that we didn’t have our mattress cleaned within 3 days of the staining to maintain the warranty. The manager at the Wexford store said nothing of a time frame in which we had to have the mattress cleaned to qualify for the mattress pad warranty nor were we told about said warranty stipulations when we purchased the mattress and pad combination. In fact, we still have our entire original receipt booklet stapled together and nowhere does it state such stipulation regarding the mattress or mattress pad. Following the rejection of the warranty by customer service we decided to visit Levin Furniture’s flagship store in Mt. Pleasant, Pennsylvania. We spoke to the store manager who told us that he would either call us, have the Wexford store manager call us, or have customer service calls us the following week. We then received a call the following week from customer service. They spoke with my husband and informed him again that our warranty was void due to the stains on the mattress.

This customer service representative informed him that we were required to call Levin Furniture within three days of the stain getting on the mattress to have it cleaned, which was different than what the original customer service representative had stated (that it had to be cleaned within three days). He explained our stance and she continued to state that our warranty is void. We were never told when we purchased this mattress and mattress pad that such minor issues would void the warranty, nor that we needed to get our mattress cleaned within three days of the incident.

Our position is simple. We purchased a mattress and a mattress pad that we were told would protect the mattress and double our warranty from ten to twenty years. Any stains that are on the mattress are there due to the fact that the mattress pad we were sold by Levin did not do its job in protecting the mattress from said stains. In addition, the stains are very minimal and are not in the areas in which there are significant indentations. The indentations were in no way caused by any trace amounts of liquid that got on the mattress. The bottom line is that the mattress has not held up for ten years, let alone twenty years. Levin Furniture is using this tactic to trick people into believing they have a twenty year warranty, selling them an expensive mattress pad that will not protect against leaks, and then telling them that the warranty is voided. In my view this is at least disingenuous and more likely false advertisement. Their own website states that “Your premium bedding purchase from Levin’s comes with a Double the Manufacturer’s Warranty for up to 20 years!” In addition, there is nothing on their website that states that a stain on a mattress needs to be cleaned within three days nor that a call needs to be placed to Levin Furniture to have the stain cleaned within any amount of time. It simply does not address calling to have your mattress cleaned at all. In fact we were never told verbally or in writing when we made the purchase nor was Levin Furniture’s store manager in Wexford, Melanie, aware of how the warranty worked when we visited the store in June. In addition, I still have all of the paperwork that we received from Levin Furniture when we initially made this purchase. It states nothing on the paperwork about calling to have your mattress cleaned within a set period of time should/when a stain occurs. Federal Law requires that warranties be available for a consumer to read before making a purchase. This law was violated in this instance. In addition, the store manager in Wexford knew nothing about the mattress pad warranty policy and the fact is that every time we spoke to someone or received a voicemail from Levin Furniture the requirements changed a little! How are we, as customers of Levin Furniture, supposed to know the warranty limitations unless we are given the warranty in writing or we are told at the time of purchase? It seems to me they are either NOT training their staff on the bedding warranty or they are purposely misleading the customer as to the requirements of said warranty. Either way, as the customer, I should not be harmed due to their staff being uninformed or outright fraudulently selling a warranty they never intend on standing behind, whichever the case may be.

In order to rectify this situation, we would like a full refund of our original sale price or a replacement of the defective mattress.

Thank you in advance for your help in this matter.Desired Settlement: We would like either a full refund of the original purchase of the mattress, box springs, and mattress pad or to have our King-sized Stearns & Foster bed replaced.

Consumer

Response:

[redacted], Please find the three attached documents. The first is a copy of our receipt showing the mattress purchase, the second is Levin furniture’s warranty info on their website which shows no mention to the “limitations” to their warranty, and the third is only information regarding the extended mattress pad warranty that we received from Levin. If you have any question please feel free to either call or email me. Thank you again for your time in assisting us in this matter. Regards, [redacted]

Review: On 5/18/2014 I bought $4,000 on furniture at Levin. This included a Sealy Loftin Firm mattress and box spring set which I paid $500 for. Everything was delivered on 6/28/2014.By August the mattress was sagging and springs were popping out of the sides.I called Levin and they sent a service tech out to document and photograph the mattress. A few days later a customer rep called and said they would send a new mattress which they did on 9/6/2014. By the middle of October the same problem occurred with this mattress. Again Levin sent someone out but this time they said it wasn't sagging enough and I would have to wait 6 months before they come out to check it again. In the meantime I have to suffer back and hip pain from a sagging non firm spring popping mattress. I asked the manager if I could pay the difference to get a different/better mattress since it seems this brand is defective and was told absolutely not. I don't understand why Levin is forcing me to sleep on a defective mattress for the next 6 months and why they won't let me pay the difference for a better one.Desired Settlement: I would like for Levin to replace this obviously defective brand of mattress with a better one. They can at least let me pay the difference.

Business

Response:

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]

Consumer

Response:

Review: I would like to file a complaint against Levin Furniture... I purchased a couch & love seat from them 3/2013 the first month I found something wrong with the couch I called the had someone come out to repair it! After that they have been to my home 5 or 6 times to repair different parts of the couch & love seat sending repair men out to the same job that has already been done also causing me to call off work two times!! The last time they sent a repair man out I called & asked why Wouldn't they jut replace the furniture an was told it was up to a supervisor to make that choice so I ask that a supervisor to call me back in which one did but I was working so I called back when I had time off left a message and never got a return call!!!Desired Settlement: Wily like for Levin to replace furniture

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sofa and loveseat on February 11, 2012 that was delivered on March 6, 2012. The manufacturer offers a repair warranty, which includes one year free labor for repairs of manufacturer’s defects. On April 26, 2012, the customer requested service to re-attach the underside fabric that covers the springs. On September 23, 2013, the customer reported tearing on the inside back of the loveseat. Parts were ordered and the repair was completed in November 2013. Ms. [redacted] reported a problem with the arms and padding which was repaired in January 2014. All requested repairs have been completed according to the manufacturer’s guidelines. Levin had left a message for the customer on February 4, 2014 responding to her call. On February 24, Levin had ordered toss pillows as requested by Ms. [redacted]. The pillows have been ordered and will be mailed to her home once received by the manufacturer. We apologize for any inconveniences this has caused. 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: We purchased Amish Village Noah Table set at the beginning of May 2015. When we spoke to the sales woman we made it clear we were being transferred at the end of the month because we are active duty coast guard. She reassured us that the product was in stock and if there was any issues it could be resolved by replacing items in time for our move because they had several pieces in stock. We purchased the table set and doing so we told her we wanted it just like the display with the table, bench, two arm chairs, and two regular chairs. The next week the table set was delivered and one chair was broke. So they took chair back since I declined it. After the delivery men left I noticed that the bench had a big chunk knocked out of it that had been varnished over and they didn't even try to deliver arm chairs. They only had four regular chairs on the truck. So I tried to call the sales woman who sold them to us. When I told the receptionist my complainant she paged the sales woman and she refused to speak to me saying that's what I purchased because I couldn't afford the two arm chairs. So being upset my wife went to the store and spoke to the sales manager and to pick up the replacement chair. He found her response unprofessional because it would have only cost an additional $92.00 and we were already spending $3870.48 so it didn't make sense. Because of the issue he decided to upgrade the two arm chairs for free. He had me go down to the loading and pick up the replacement for the broken chair. Before I left they had me leave it since they were going to be sending a truck to exchange the bench and two regular chairs with arm chairs. But before they could be delivered the table started peeling the top layer of clear coat off. So after their guy inspected it he said the bench couldn't be fixed and there wasn't time to sand the table down and recoat it. So he recommended both be replaced as well. So the delivery men came to exchange the table, bench, one regular chair, and two arm chairs. The new table had big places chipped out of it all over the top, and the two arm chairs they brought to exchange were not even from the Noah line they were part of the Liam line. So I spoke to the sales manger and we told him to have the set picked up since we didn't have anymore time to try and have the products inspected and replaced again. He reassured us since there isn't any Levin furniture stores near where we were moving they would pick everything up and refund all of our money since all of the products were defective and it wasn't on our end. So after a week I called the sales manager to see where our refund was and he said it can take eleven days and if it wasn't refunded by then call him. Well when we got our refund they charged us for delivery and one chair. So I called the sales manger and he said we weren't getting the delivery fee back and the system said we didn't return a chair so we were being charged. I told him why would we keep one chair that didn't even make sense and why were we being charged for delivery of defective products. He said he would fix it in the system and that was beginning of august. We have not received the rest of our refund back as of today.Desired Settlement: I want the rest of my refund

Business

Response:

December 6, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as response to the complaint filed by [redacted]. The customer purchased a dining set on April 26, 2015 that was delivered on May 5, 2015. There were damage issues and Levin agreed to accept a return for a refund as the customer was moving out of state.There was an error in processing the part of the refund. Levin had processed the refund for the returned chair but not in its entirety. Levin has processed the following refund amounts:Original delivery fee $106.99Refund of wood polish $ 16.04Error on chair refund $ 90.98*Total refund due $ 214.01*Below are the details of the refund error:Correct chair purchase amount $363.28 with tax $388.71Incorrect chair credit amount $278.25 with tax -297.73Amount of refund due to error on chair refund $ 90.98We apologize for the issues surrounding the customer’s purchase and return. The total refund of $214.01 will be refunded to the customer.Please do not hesitate to contact me at [redacted], extension [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: My wife and I purchased a red queen size sofa sleeper from Levin on 30 December, 2013 at the Wexford store. When we were looking we explicity stated that we wanted one for immediate delivery. They did not have one at the time in the local warehouse, but we were assured that there were approximately five coming in and that we could have one of these for delivery around 20 January. Although we did not want to wait, we agree that this was not a long wait so went ahead and placed the order. I send a customer inquiry e-mail to the store due to an upholstered rocker that we had delivered having to be repaired due to a nail pop at the seam but also asked about our sofa's status. My wife was sent an email stating that the sofa was schedule to arrive at the end of January. Again, longer than what we wanted to wait originally, but not much longer so we did not complain. I called the store on 27 January and spoke with customer service to determine where the sofa was and was informed that the current estimated ship date was in March. Had we orginally known that the sofa we wanted would not arrive until March, we would have never ordered this to begin with. We have already paid for the couch and all we are asking is that since we have a rather large hole in our living room where a couch should be, that Levin find a sofa for immediate delivery either the exact same or very similar.Desired Settlement: All that we are really asking for is the couch that we were promised and paid for with an immediate delivery since we do not have anything for guests to sit upon. Either the item from the floor stock or finding one which is available for immediate shipping and delivery in stock at another Levin store or close in a warehouse. We were told the middle of January and now it is the end of January with no sofa with word that the next possible date is March and no promise of that.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mr. [redacted] purchased a sleeper sofa on December 30, 2013. Due to factory supplies being delayed, we are awaiting shipment. Levin has offered the floor sample to the customer and he has accepted. We apologize for any inconvenience this has caused. 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

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 at this moment. I will not accept these terms if the merchandise is not of an acceptable standard (like new) when delivered or if delivery is not made in accordance with our previous agreement. While I appreciate Levin Furniture for their offer of resolution, it will not be a completed action until Saturday, 15 January when delivery of the substitute item is made. While I also appreciate their letter to the Revdex.com, I would like to point out that they have attached a problem that details a customer problem with a cocktail table and the top of that table not fitting. Quality control of their response would have alleviated their attaching a wrong detailed issue statement to their letter this is a problem with a sofa sleeper, vice a cocktail table. Thank you.

Regards,

Review: I purchased a Jackson brand sofa from Levin Furniture through sales rep Janice N[redacted] on 2-18-2013. After a few months of light/regular use, the frame snapped and the sofa lost all support. Levin stated a tech had to come to investigate. Levin sent tech Gary who, upon inspection, made rude, brash comments that I either "rammed" the sofa or "had [redacted]" on it, causing the frame to snap. I immediately told him such ridiculous and offensive accusations will not be tolerated, to please leave, and I almost had to call the police after I told him to leave and he stayed and argued with me/refused to leave. I spoke with a manager about this, which was in Sept of 2013. The manager agreed to swap out the sofa for a replacement due to the circumstances, or I could pick one out of equal price. I returned to Levin to pick out a replacement, and chose a more expensive model, $174 more expensive to be exact. I was informed multiple times that this sofa I chose had a 1 year warranty on the fabric, a 5 year warranty on the pillows/cushions, and a lifetime warranty on the frame. I was informed that Levin takes care of repairs. I am now roughly 20-21 months into ownership of this new sofa, and I called Levin on 6-23-15 to advise I need a technician out to investigate issues with severe matting on the cushions, loss of support and possible defects in the frame and underside of the sofa. Rep Amy immediately told me I had to call an outside technician and pay for repairs. I stated that the salesmen and managers repeatedly informed me Levin handles these things, that I am under warranty, at which point she stated it's "only for a year". I never signed any paperwork that I can recall in which I agreed to having an outside agency come handle any necessary warranty work.

Fundamentally a warranty is a guarantee that a product will work and function as intended, and if not, the business will resolve the matter by any means necessary. Levin essentially pulled a bait-and-switch, getting me to spend close to $1000 only to tell me that I am responsible for future repairs on things they told me were warrantied!

The quality of the products that Levin provide are sub-par, and they employ bait-and-switch tactics and refuse to refund customers despite overwhelming evidence their products can be and are defective, my case as an example. I was misled about the warranty by the initial sales rep, Janice N[redacted] in Feb 2013. I was misled again by the second sales rep Garfield G[redacted] in Sept 2013. At no time was I told that after 1 year, I would be responsible to pay labor costs for an outside repair company to come repair things that are covered under warranty. I never agreed to this, and during purchase I was under the assumption Levin handled repairs - if I knew this ahead of time, I would have not purchased the item from Levin.Desired Settlement: I no longer wish to do business with Levin Furniture. I am requesting that Levin come and pick up their defective sofa, return it to the manufacturer as a defective item, and I want refunded the total cost of $909.49.

Business

Response:

July 20, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] purchased a sofa manufactured by Jackson Furniture on February 18, 2013 that the customer had picked up on February 21, 2015. On February 26, 2013, the customer requested service for his sofa. The sofa was inspected on March 12, 2013. The inspection report stated that the cores had compressed and that two braces had separated on the frame. Levin agreed to accept a return of the sofa and replaced it on March 30, 2013. On July 9, 2013, the customer requested service for his sofa. The inspection report found that the right side seat frame had broken. Although the warranty was for repair, since the customer had experienced issues with the same sofa within a short amount of time, Levin allowed the customer to select another style of sofa. The return authorization was approved on July 23, 2013. Levin Furniture covers one year of labor from date of delivery. The manufacturer covers certain components for additional time frames. Levin can process an order for replacement seat cores (covered for five years) and repair any structural frame issues due to a manufacture’s defect (the manufacture reserves the right to approve and reimburse for repairs, however Levin will cover the labor as an exception for this customer and those will be made at no charge to the customer). Levin will contact the customer to discuss next steps for repair service. After speaking with the customer, another option of a discount instead of repair was offered. The customer had accepted the discount offer. Please do not hesitate to contact me at [redacted], extension [redacted], or pr[redacted]@levinfurniture.com should you have any questions or concerns. Sincerely, Paula R[redacted] Director of Customer Service

Review: After shopping for over a year for a new living room couch, my husband and I purchased one from Levin's Furniture. It was defective. After a few days, it looked worse than our 15 yr. old sectional. I contacted customer service and sent them pictures of the new sectional. The managers at both the Monroeville and Greensburg stores agreed that the sectional looked terrible. We had to pick the material on the sectional so it was considered a special purchase. They would only allow us to re select a new couch within 7 days, and they charged us a 20% restocking fee. We ended up losing $309.00 plus paid an additional cost for the other couch. The Levi's Furniture commercial states that they guarantee 100% customer satisfaction. We are not satisfied. We would have kept our original selection if the quality had not been so poor. I have many pictures. Both managers said they agreed it looked horrible, but they could not over ride the customer service response. We had a coupon for 50% off plus an additional 20% off and we still paid over $1800 for poor quality furniture! I told them to send Mr. [redacted] to our house to see how bad our "new" sectional looked. I have many pictures of it. Everyone thinks it looks like an old worn out couch instead of one that brand new.Desired Settlement: We would like credit on our bill for the $309 for the 20% restocking fee due to the fact that we are not satisfied and their commercial states 100% customer satisfaction. The new couch is poor quality, as well. We will never buy from them, again. After shopping for over a year, we are so upset and disappointed in the quality of the furniture which is reflected on their website ratings, which I wish I would have reviewed before going there.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted] and [redacted]. Mr. and Mrs. [redacted] purchased a special order sectional on August 24, 2014, that was delivered on September 30, 2014. Special order items require a 50% non-refundable deposit and the purchase is non-returnable (see attached sales agreement).On October 10, 2014, the customer requested service on their sectional. Levin shared the inspection report with the manufacturer. The manufacturer’s response was that the there was no defect.As a courtesy, Levin offered to assist in resolving the issue by accepting a return of the product with the terms of partial credit. On November 3, 2014, Mr. and Mrs. [redacted] agreed to a return of the sectional with partial credit toward another purchase. On November 17, 2014, the customer visited the showroom and selected a new sofa and loveseat. The new selection was delivered and accepted by Mr. and Mrs. [redacted] on December 4, 2014 with their return of their custom order sectional.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Director of Customer Service

Review: I bought all brand new furniture from Levin Furniture in Greensburg, PA in approximately June 2012. One item was a coffee table that was on legs and the top lifted up to form a table. Very soon after I purchased the coffee table I began having problems with it. The casters that supported the table broke multiple times. I do not have the specific dates of service but I am going to estimate that the repair man came at least 4-5 times just for the wheels. He kept saying that the casters were to weak to support the weight of the coffee table and on several occasions requested that they purchase stronger casters. My warranty expired. Most recently the tables legs have become unsecured. The nuts and bolts actually came out. Levin approved a courtesy repair to fix the legs in June of 2014. No the other side has come out and the top of the table is sprung from the unsturdiness of the coffee table. I contacted Levin today and they will not send a repair man to fix this issue. I feel that since it has been an ongoing problem since I purchased the item that they should be obligated to fix the problem and/or replace the coffee table with the same one as obviously the item was defectiveDesired Settlement: I would like Levin Furniture to replace the coffee table with the same one or fix it so that it isn't coming apart,rolls on its casters properly, and so that the hinges are not sprung on the top. Preferably I would like them to replace the item. As I stated earlier it has been a defective product since a few months after I purchased the item

Business

Response:

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.