Levin Furniture Company

Review: I purchased a dining room table, four chairs, two barstools and a sofa table (all matched) in January 2015. Before purchasing we discussed with the sales person our concern about the durability of the furniture, specifically the blue stone table top and if it would scratch or stain easily. We were assured that we did not need to seal it and that we wouldn't have any problems with it unless we spilled something that would stain anything (grape juice). The majority of our furniture was delivered in February 2015 (except the sofa table) which was on special order. When we received the dining room table there was a large crack over half of the blue stone table top and the delivery guy told us that it was meant to look like that...it was the worn look. When we fought back, he agreed to order us a new top. After we got the new top, I was disappointed to learn that water stains the blue stone table, even when wiped up immediately to the point that I have to keep a table cloth on it...so I paid for a nice table that requires a tablecloth on it at all times.... This should never have been made as a dining room table. The other challenge is that every time you touch the "wood" the material covering flakes off so the bases of the table and chairs look extremely worn. I reached out to Customer Service and [redacted] to discuss the table top and request information about how to clean it or if I could return the furniture since it wasn't as described during the sales process. I was told no. I was upset but moved forward. Once the sofa table was delivered, we immediately communicated that the base was cracked and we needed a new one. They sent out a repair man who initially had planned to fix (my brand new table) but then said he would reorder us a base. New pieces have come and gone (I can provide more specifics if you want them) but in the end, the last table came in damaged and so a year later, another one needed to be ordered. (The last one took approximately five months to come in). It is now a year later and I still don't have a date of when my table will be in. I have tried customer service multiple times and also sent a letter to Robert L[redacted] on 1/24/16 and have not received a response.Desired Settlement: I would either like my furniture delivered that is owed to me (initial order was a year ago) in a timely manner or all of my furniture that I purchased a year ago (a set) be allowed to be returned.

Business

Response:

March 11, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted] and [redacted]. On January 4, 2016, the customer purchased a dining set along with a matching custom order sofa table. On February 7, 2015, the customer requested service for the custom order sofa table. The bottom board was cracked so a part was ordered. The factory had shipped the incorrect part twice. As this was a custom order item, it was not in stock at Levin and a replacement was ordered from the factory in September. The replacement arrived in January but the inspection team found it to be defective so a new replacement sofa table was ordered. Levin processed a discount for the customer for the missed delivery. The table has arrived and Levin has left a message on March 3, 2016, for the customer to schedule a delivery date for the exchange. 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: Purchased a living room set and a 5 year protection plan warranty, 16 months later I have filed a claim because of a sick dog and a broken spring. Was advised that the warrenty would not cover issues because it was preventable, the dog got sick while I was at work, and the springs broke. I called Levin's Manager and Corporate office and got no where. This is clearly a case of misrepresentation of product. The warrenty clearly states, Accidental stains caused by humans, mold, and mildew caused by food, or beverage stains, caused by humans ot PET BODILY FLUIDS.Desired Settlement: I would like furniture either replaced or a refund in full.

Business

Response:

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

Business

Response:

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

Consumer

Response:

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

Consumer

Response:

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

Review: We purchased a Sealy's mattress in the spring of 2012 from Levin Furniture [redacted]. Since the purchase, the quality of the mattress as deteriorated rapidly, currently resulting in a 1.25" dip through the top of the mattress. We have had Levin out multiple times to measure, with each trip resulting in a greater measurement, however they are unwilling to replace the product. The dip in the mattress has resulted in many restless nights and constant back pain that has required visits to the chiropractor.Desired Settlement: Replace defective mattress, or offer refund to purchase a new matterss.

Business

Response:

Please accept this letter as a response to the claim filed

by [redacted]. Mr. [redacted] had

purchased a queen mattress set on May

14, 2011 that was delivered on May 18, 2011. The

manufacturer’s guidelines for a defective mattress is for an impression that

meets or exceeds a measurement of 1.5” (see attached warranty).

On June 3, 2011,

Mr. [redacted] had requested service for the mattress. A technician’s inspection on

June 16, 2011

found no defects. On June 20, 2011

Mr. [redacted] requested service. A technician’s inspection on June 29, 2011 found no defects. Mr. [redacted] had requested service for his

mattress on November 27, 2013. A technician’s inspection on December 16, 2013 found no

defects. Unfortunately the mattress does

not meet the factory guidelines for replacement.

Consumer

Response:

FYI we have a king mattress not a queen. Also each time they have Come to inspect, the tech has noted the dips in the mattress have increased

Review: Purchased a sectional sofa from Levin's. Per Levin's, there top-of-the-line sofa. Custom made. Received sectional in November. This sectional is hardly used but noticed extreme discoloration of the fabric and cushions not holding up at all. Called Levin's a month ago because it is under warrantee (1 year factory warranty and Levin's 5 year crypton warranty. Levin's sent out their service technician who stated 'cushions and casing (fabric on the cushions) needs to be replaced. This technician also stated 'fabric is not good, only a matter of time before the rest of the sectional sofa fabric is discolored and matted'. For the past 3 weeks I am trying to get help from Levin's as to what they will do. First, they stated they will only replace the cushions and casings. As of last friday, [redacted] (customer service supervisor) requested I take more photos of the sectional sofa and email them to her. I will not send more photos. Levin's already has their technicians report/photos. I've tried to contact [redacted], by phone, twice this week and have left two (2) emails for her. I have heard nothing from [redacted]. I would like a FULL REFUND from Levin's. They have taken no responsibility and won't even return calls.Desired Settlement: FULL REFUND

Business

Response:

August 16, 2013

Dear [redacted]

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a special order sectional that was delivered on November 7, 2012. On July 1, 2013, Ms. [redacted] requested service for the fabtic and seating wear. Although the warranty is for repair, Levin has agreed to accept the return of the merchandise for a full refund.

The furniture was returned on August 13, 2013 and the refund in being processed.

Please do not hesitate to contact me at ###-###-####, extension 276, or [redacted] should you have any questions or concerns.

Sincerely,

Director of Customer Service

Review: I ordered a sectional couch waited about 5 weeks for the order. I was leaving for family issues for 3 months. Saw the problem with the back of the couch before leaving but didn't have time to deal with the issue before leaving. Returned home in early August and was cleaning when I noticed the problem with the coil in base of couch and the cushion being smashed never came out. Called Levins and they said they had to come out and repair it. When they came to repair the problem the repair man damaged it more he steamed the couch and scorched the material and now my couch is worse then before. The spring in the loveseat was not were it should have been torn the couch apart and now the spring has no batting over it and the material that covers it is so tight over the coil that its going to rip threw. Called Levins and they said they would sent another repair man to fix it again or I could have them come get it and repair it at the warehouse. My couch is damaged and all they want to do now is keep repairing it. And I'm supposed to be without a couch till they can repair it. The Couch has a warranty for a year against manufacture defects and now after they tired to fix it Im left with a scorched 2000.00 couch they want to take and repair againDesired Settlement: all I would like to have is another couch ordered and replaced and to be right. This had nothing to do with me or anything I have done. Ive asked to have another couch to be ordered to replace this one and all they want to do is repair a couch that is brand new. I gave them the chance to repair it and they have made the problem worse.

Business

Response:

September 28, 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 March 18, 2015, that was delivered on April 15, 2015. Service was requested but since the repair failed, Levin has arranged an exchange for the customer. The customer has made a new selection that will be exchanged one it arrives from the manufacturer. We apologize for any inconvenience that this may have caused.Please do not hesitate to contact me at [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: My wife and I purchased an "Albany Furniture" (580 series) leather living room set (modular sofa, loveseat and ottoman, 6 pieces total) in February of 2012 from Levin Furniture in Wexford, PA for $2895.88 plus sales tax and a delivery charge. It was just over a year old when the leather began to peel away from the backing on the seats, side and backrest cushions and just got worse from there (I have emails from the retailer to verify my claims and plenty of photos). Now the furniture is an absolute mess with pieces of leather flaking off on a daily basis. Leather furniture should not have fallen apart like this from just sitting on it. I guess it would have lasted much longer I if we never, ever sat on it, but we can't afford to spend $3000 on furniture just to look at it. This garbage looks like we took a sander to it and we do not abuse our furniture. We've had a leather sectional in our family room for over 10 years now, from another manufacturer and it still looks great. The worst part of this whole scenario is that I still owe a $1200 balance on the furniture. The retailer, Levin Furniture, offered to provide replacement "casings" in 2014 which we agreed to, but we weren't aware that they weren't going to install them for us. Once we received the casings, we found that we had topay an upholsterer to install them. We then called several upholsterers and found that it was going to cost us more for an upholsterer to install the casings than we paid for the furniture originally (and all we would have then is a new set of garbage). We are now having to replace the furniture and just last week ordered a set from [redacted] Department Store for $1998.99 and have read nothing but great reviews on it. The manufacturer evidently does not stand behind what they produce. And all the the retailer will tell us is that "we don't manufacture the furniture, we only sell it". Judging by the number of complaints against Levin Furniture, they must do this pretty often to unsuspecting buyers.Desired Settlement: We would like Levin Furniture to reimburse us for the cost of the furniture including sales tax (less the delivery and the absolutely useless extended furniture warranty we purchased) equaling $2407.44 total.

Business

Response:

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

Review: I purchased a leather chair January 2013 with a 5 year guardian protection plan I was told it would cover any problem with the chair guaranteed. I was hesitant to purchase a leather chair but since I was told about the guardian protection I felt better. In March 2014 I contacted levin's service department I found on the navy leather chair the navy leather had worn on the arm of the chair where the seams were sewn, along with a hole in the leather on the corner of the foot rest and the back of the right arm leather completely worn off when you recline back on the chair.(The service person looked at the mechanism of the recliner and could not find anything rubbing on the leather)I believe the leather is so thin it completely wore down to the white of the arm. A service person came to inspect it took pictures. I received a call (while on vacation) from [redacted] (customer service) that they can no longer get leather to fix the chair and the protection does not cover the hole or worn off leather. They can give me a name of a person who could see if he could fix the leather but no guarantee. They cannot help me with any of the problems with the chair. I paid 849.99 for the chair along with a $99.99 guardian protection plan. I have talked to [redacted] and asked several times if I could talk to someone else about this problem. I was told she is the only one who could help me and the wear of leather is not covered. We have no children in this household. The only person who sit in this chair in my husband and I. A hole in the foot rest to me is not wear from us, It is a cheap leather chair. We cannot afford to buy another leather chair for 900.00. It is upsetting to me that being a loyal customer for over 25 years I have to file this complaint. I have purchased almost all my furniture for myself along with several pieces for my children. I do have my original invoice if this would help. I did call the Monroeville Office first and was told there was no need to talk to the sales person.Desired Settlement: I would like a replacement chair or the full purchase price refunded, only because it is obvious to me that this leather chair is defective and or cheaply made. I fear if it is repaired that in a short time I will have other issues with the leather.

Business

Response:

Please accept this letter as a response to the claim filed by Joanne [redacted]. Ms. [redacted] had purchased a Classic Home recliner on January 11, 2013 that was delivered on January 29, 2013. On May 20, 2014, Ms. [redacted] had requested service for problems with the leather on the recliner. Although the manufacturer’s warranty had expired in January 2014, Levin had sent a technician at no charge to the home to inspect the recliner. The technician found that there was some wear to the leather. Levin had attempted to order parts from the manufacturer to assist Ms. [redacted], but the leather had been discontinued and parts were no longer available. Levin had also offered to refund the price of the protection plan as this issue would not have been covered as accidental damage.

Although warranty had expired, Levin offered Ms. [redacted] partial credit to return the recliner and select a new item. She has placed an order for a new recliner.

Director of Customer Service

Review: My husband and I bought 2 new couches and a couch with an ottoman from Levin Furniture in Peters Township for our new home. We were told the furniture was a durable material which was important to us since we have a young daughter. Withing 6 weeks if recevin our furniture one of the couches started to snag. I contacted customer service and they sent out a repair man to fix the snags. He ordered 2 new seat cushions for us which took 4 weeks to come in. When he came to replace the cushion covers I pointed out even more snags on the couch and now the chair as well. He took pictures and said Levin's customer service department would call me. Two weeks passed and no one called so I contacted them myself only to find out that they we not going to do anything about the furniture. The service manager said "the snags must be a result of what is happening in the home" and that it wasn't covered under the warranty. I keep a very clean home and feel that Levin's is acting as if I allow my daughter to climb all over the furniture with shoes on or something.Desired Settlement: I want either my money back or a different couch, chair and ottoman that is of better quality. I shouldn't have to pay for furniture that fell apart in 2 months. My family has always bought furniture form Levin's but I feel that their customer service is absolutely terrible. I work in Pittsburgh for a large retail company and we would never treat our customers as if it was their fault our product wasn't up to par.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sofa manufactured by Corinthian and a sofa, chair and ottoman manufactured by Albany. The order was delivered on April 20, 2013.

On June 18, 2013, Ms. [redacted] requested service for opening seams. A technician visited the home to repair the seam and also found snags on the seats of the Corinthian sofa which were not covered by the manufacturer’s warranty. Levin ordered replacement covers for the customer at no charge. The technician returned to the home August 19 to install the parts and found additional snags on the sofa as well as the other Albany items.

Snags are not covered by the manufacturer’s warranty as a defect.

I have left a message for Ms. [redacted] to discuss her furniture and possible options. I will forward another update after speaking with her.

Please do not hesitate to contact me at [redacted], extension 276, or [redacted] should you have any questions or concerns.

Sincerely,

Director of Customer Service

Review: we were sold many dif extended warranties on our sectional couch we purchased. all the warranties are still valid and the specific issue is with the leather warranty. we were told it was for accidental no questions asked rip, tear, stain etc they'd fix it or replace it. when we called they forwarded us to guardian who immediately rejected our claim because the rips were not big enough...there needed to be stuffing coming out and a hole you can reach into, to fix the leather...this is absurd.our couch has many small rips from an accident where our grandmother was using a child pillow (boppie) behind her back which has a zipper and it rubbed back and forth tearing the leather. now anytime you sit on it, it peels more so its basically useless to us and they wont fix it. i've been waiting 6 days for Levin to get back to me about them fixing this.. I had to submit photos which I did and i've yet to hear back. we want what we paid for which is our couch fixed or replaced!Desired Settlement: we want the leather fixed or the unit replaced. we paid for the warranty.........we wanted our couch protected against accidents and this was an accident and we can't get it fixed.

Business

Response:

November 9, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sectional on September 3, 2013, that was delivered on November 23, 2013. Although the item did not fall under the Guardian Protection coverage, Levin resolved the issue with a replacement of an alternate item along with a discount to enable the customer to have a completed sectional. The alternate item was delivered on October 6, 2015.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: Dishonest sales person promised me there is no particle board in the furniture while I specifically told him I do not want any particle board in my furniture and he said it is made of real wood.

They delivered one wrong product at the first delivery date and three damaged products.

I went to the business address and explained the issue, they agreed to send repair specialist to repair the problems and replace them if the repair is not up to our satisfaction. The also agreed to exchange the wrong product. The repair was unsuccessful and he did not even touch two of the problems. We stated we are not satisfied. On the second delivery day, the wrong product was exchanged with a faulty product. The dishonest delivery staff showed us the back of the product only, while we looked at the other side and saw the damage on the front. They were trying to leave quickly as we told them the issue and they said they can not do anything and left. It is quite obvious that they knew about the problem and they tricked us on delivery day. No more action has been taken and we are stuck with a 3000$ bill and faulty furnitures. Since I realized about their dishonesty on the delivery day, I checked the furniture again carefully, and I was surprized to see there is particle board in the frames of the furniture. They have all been lying and cheating.Desired Settlement: I like them to get the faulty particle board furniture out of my place and refund all of my money as soon as possible.

Business

Response:

August 15, 2015Re: Case ID #[redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased bedroom furniture on July 3, 2015, that was delivered on July 14, 2015. Upon delivery, there was a request for service on the mirror wood frame. The technician restored the wood frame of the mirror. The customer had a concern with the nighstand top, but it was within factory specifications (1/32”) and not a defect. The incorrect item on the order was exchanged on July 27, 2015.Levin offers a satisfaction guarantee where stock merchandise can be returned within a certain time frame with fees incurred by the customer. Levin agreed to accept return of the bedroom furniture that was picked up today, August 15, 2015, and refund as processed in the original method of payment, less delivery 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: I purchase a 640.00 chair from Levine Furniture in West Mifflin, pa. The chair broke. It is under warranty, so it was repaired by the service department. It then, within a month, broke again. I have an 640.00 dollar clothes hangar sitting in my living room awaiting parts for 3 weeks that I can't sit in because the back is twisted and the frame bending, if I do use the chair.when you pay for an item, regardless os the price, one would hope to use said product! Being the cost of a chair was almost 1000.00$ After taxes added for one item it shouldn't fail so prematurely!Desired Settlement: I think an equitable solution would be replace the chair after it breaks twice or a partial refund of the cost for my in convience. An appropriate amount migh be a dollar a day but to have to wait 3 weeks for a chair to be repaired, and that's a minus, of a wait as of tomorrow, ill have waited three weeks, is rediculous,

Business

Response:

Mr. [redacted] purchased a recliner on September 14, 2014 that was delivered on September 30, 2015. On January 27, 2015, the customer requested service for leaning. The technician tightened the recliner on February 5, 2015. On March 3, 3015 the customer requested service for his recliner. On March 25, the technician found that parts were needed to restore the frame and mechanism. Parts are in process of shipment to the technician. We apologize for the inconvenience and have offered the customer an additional six-month extension on his manufacturer’s warranty. Mr. [redacted] accepted the offer. 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: I have make multiple attempts to speak with a manager of Levin Furniture service department. Each time I call a rude lady named Gina answers and says either all the managers are gone for the day or in a meeting. It has been excuse after excuse.In the beginning of the claim they were fine, but after that they have fallen of the face of the earth. On Jan. 26, they sent a technician to my house to take two pictures of my couch I purchased from them July 2015. From those pictures they were able to determine that the couch was not defective and they would repair the couch. We asked them to replace the couch due to only having a 1 year warranty and the couch already having multiple problems within 6 months of purchasing. The fabric on the couch is falling apart, the cushion cores on the couch and ottoman are compacting, the back pillow cores are compacting, staples are coming out and cutting us, and the inner lining is ripping. We felt this couch was defective and the tech didn't even touch the couch to make any determinations. The store manager I spoke with said he felt the fabric was defective since it is coming apart in the middle of the cushion. He said he only deals with sales and cannot talk with corporate about any warranty issues. At this time, I am still waiting to hear from a manager/supervisor about what is going to happen. The person who answers the phone Gina cannot even tell me what is going to happen. It seems she just reads the same script about how they can only repair the couch and not replace it. I would like either a new couch or my money back. They are not holding their end of the warranty. They have made to effort to call me about the repair process or what they can actually do. They only tell me they cant replace the couch only repair.Desired Settlement: I would like Levin to either refund my purchase or replace the couch. A piece of furniture should not last only 6 months before falling apart. I don't want to keep the same couch because the fabric on the rest of the couch is from the same defective roll. There is only a 1 year warranty that ends July 2016. I feel they will only do the bare minimum to get my couch fixed until the 1 year, then I have to pay all the repair costs.

Business

Response:

February 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. Mrs. [redacted] purchased a sofa and an ottoman on July 4, 2015, The sofa was delivered on July 14, 2015 and the ottoman picked up by the customer on August 5, 2015. On January 17, 2016, the customer requested service for the sofa and the ottoman. The technician’s report found that the seat cores and the fabric covers should be replaced. The manufacturer’s warranty covers parts and labor for one year from date of acceptance by the customer. Replacement seat cores and fabric cover parts have been ordered for the customer. Levin’s management spoke with the customer on January 27, and also on February 2, 2015, reviewing the manufacturer’s warranty which is for repair. 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:

Review: Purchased chair which the fabric started wearing out within first couple months. Levin will do nothing about it and very seldom returns phone calls. We have contacted Monroeville store, and manufacturer which is what Levin told us to do. Manufacturer said its Levin's problem. We also contacted Levin's corporate headquarters and all they do is give us a run around. No one will help by standing behind their product.Desired Settlement: Want Levin to make good on this chair by letting us return it for full refund or full store credit. Chair fabric is obviously very inferior and definitely not normal as they are trying to say. Chairs should not have to be shaved.

Business

Response:

June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. Ms. [redacted] purchased an accent chair on May 31, 2014, that as delivered June 13, 2014. On November 7, 2014, the customer requested service and the cushion was replaced. Fabric pilling is not a factory defect, but Levin’s tech used a fabric shaver as a courtesy to the customer. The customer contacted the manufacturer who also advised the customer that pilling was not a defect.As a courtesy, Levin has agreed to accept return of the chair for partial credit on another purchase. The customer agreed to this option on June 11, 2015.Please do not hesitate to contact me at [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.

Review: My wife and I purchased two chairs on Saturday, April 11, 2015. Levin Furniture, more specifically our salesman [redacted], assisted us, and assured us the twenty-two chairs were already on order and would arrive by mid-April. We're to pick them up at the warehouse. Today, we're emailed with the estimated time of mid-May. We do our research and we see that there's been known strikes with the shipping company, yet they didn't disclose this information to us at the time of the purchase, which they knew was going on. They outright lied about the arrival date just to make the sale.Desired Settlement: Delivery of Order as we were told, when we were told. Please.

Business

Response:

May 3, 2015 Re: Case ID #[redacted] Dear [redacted], Please accept this letter as a response to the claim filed by [redacted]. [redacted] and [redacted] purchased two chairs on April 11, 2015. Levin has contacted [redacted] on April 28, 2015, regarding the order arrival status and apologized for the shipping delay. The store manager will be monitoring the arrival and will provide Mr. and [redacted] with updates and a discount for the delay after the order is delivered. Please do not hesitate to contact me at 8[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. [redacted],

Review: I bought a dresser and night stand from levin furniture in Oakwood Village, OH on Saturday Feb 8th. It was an extremely good deal. I paid using my Levin's charge and took the night stand with me. I told the sales person to move my item out of the clearance area & he assured me it would be handled. I was called late Sunday evening on Feb 9th stating that the dresser I bought had been sold and taken by another customer. I brought back the night stand as requested by the sale person on Monday. I went to the store and talked with the store manager - [redacted] and was told by him that the dresser was no longer being manufactured but that this situation would be "fixed". [redacted] said this has happened in the store before but accidents do happen. I was then told to look at bedroom furniture & see what I liked - there was really nothing in the store that was of the same value and style as what I had already bought. I repeatedly asked the manager to get the dresser that I bought back but he said that was not an option. After looking for over two hours I picked out furniture but was told that it was too expensive. The process was I would pick out something - the salesperson would take it to [redacted] and he would tell me how much more it would cost. It was like dealing with the wizard of OZ. The sales person would get an answer from the man in the other room and we would have to wait for the answer rather than the manager dealing with us directly. We started arguing at the desk and I decided to leave.Desired Settlement: I believe that levin should pay for my pick up & delivery of the nightstand as requested by the sales person, Levin needs to replace the dresser and night stand with the same VALUE as what I purchased in the clearance area. Levin needs to compensate me for the time I spent buying furniture, picking up and returning the night stand as well as the two and hours I spent looking at "furniture I liked" . The Manager should have told me what they considered the same value. Fix the problem

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mr. [redacted] had selected furniture from Levin’s outlet location that was unfortunately unavailable for him to purchase. Levin has since contacted Mr. [redacted] and assisted him with another selection. Mr. [redacted] had made his selection on February 18 and picked up his order. 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,

Director of Customer Service

Review: I purchased several items from Levin in November of last year. I have had these items for less than a year. When I purchased them, my husband and I were sold the warranty and told that it was great; you could virtually throw the tables across the room and they'd be covered. We knew this to be a exaggeration, however, we believed that we would have an easy time getting the coverage if it was ever needed, On 2 tables we are having a difficulty. The first is a water mark that is specifically covered. The other table has gouges. We sent in the pictures of both tables and have not heard from the Guardian. I filed a BB complaint and am still waiting. I called Levin today to as for intervention and was told that one table was denied due to too many gouges. I do not know if they all happened at the same time or not. They were caused by a plastic laundry basket. The table has not been moved and it s LESS than a year old. If there are this many gouges in it ad it has had virtually NO USE and the gouges are in an area that wouldn't typically be touched anyway, then I believe the table is defective. As for the second table, I have been told that the company (Guardian) who is sold to the consumer at the time of purchase is going to cover the table with the water ring, however, Levin has not helped me to effectively contact that company. Since I bought the warranty through Levin, and no other options were offered, I believe Levin Furniture should intervene in this situation.Desired Settlement: New table(s) OR the defects fixed.

Business

Response:

November 9, 2015Re: Case ID # [redacted] Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased living room furniture along with tables on November 11, 2014. This order was delivered on February 11, 2015. The customer also purchased accidental damage protection from Guardian Protection Products.The customer filed claims with Guardian who had offered the customer options on the damaged tables. Due to the delay in response from Guardian to the customer, Levin has processed the partial discount refund that the customer requested. (The customer decided on a discount instead of repair or replacement.)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: MY ENTIRE HOME IS FURNISHED BY LEVIN. IN DECEMBER 2013 A RECLINING SOFA AND LOVESEAT WERE PURCHASED FROM LEVIN'S CLEARANCE STORE. I WAS RESPONSIBLE FOR SHIPPING. APPROXIMATELY TWO AFTER THE PURCHASE GRAY TAPE AND FOAM WERE SPOTTED HANGING UNDERNEATH THE RECLINING SOFA, WITH A DIP ON TOP OF THE SEATING AREA. THERE IS A 1-FOOT BY 1-FOOT AREA DUCK TAPED TOGETHER WHERE SOME ONE TRIED TO INSTALL FOAM. AT THE TIME OF PURCHASE IT WAS NOT DISCLOSED THE SOFA WAS BADLY DAMAGED. UPON FINDING THE DAMAGE LEVIN WAS PHONED IMMEDIATELY AND I SPOKE WITH ANNA WHOM CLAIMED THE MANAGER [redacted] WAS VERY BUSY AND WOULD HAVE TO CALL ME BACK. TO DATE [redacted] HAS NOT PHONED EITHER MYSELF OR MY HUSBAND AND I LEFT ALL OUR CONTACT INFORMATION. WE ARE DISAPPOINTED WITH LEVIN. ALSO, ANOTHER MAJOR CONCERN IS CAROLYN BURNETT THE LEVIN SALES PERSON WHOM SOLD US THE SET WROTE DOWN MY SOCIAL SECURITY AND DRIVER LICENSE NUMBERS IN A BOOK, WHICH ANNA FROM LEVIN ASSURED ME THAT LEVIN SHREDS CUSTOMERS PERSONAL INFORMATION EVERY MONTH. THOUGH I ADMIT, I HIGHLY CONCERNED ABOUT IDENTITY THEFT.Desired Settlement: I WAS CHARGED $359 FOR A DAMAGED SOFA (NOT DISCLOSED AT TIME OF PURCHASE) INCLUDING 25.13 IN TAXES AND $100 IN SHIPPING.WE WOULD LIKE A 50% ($179.50) REFUND ON THE DAMAGED SOFA, SINCE ONLY HALF THE SOFA IS USABLE, INCLUDING 1/2 THE TAXES ($12.57) CHARGED ON THE DAMAGED SOFA AND 1/4 OF THE DELIVERY CHARGES FOR A TOTAL OF $217.07. OR SHIP (AT LEVIN'S EXPENSE) A REPLACEMENT SOFA.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a living room set from our clearance center in December 2013. Although product out of the clearance center sold “as is,” due to the concealed issue, [redacted] has met the customer’s request for a discount to keep her order.

We apologize for any inconvenience this has caused.

Consumer

Response:

Hi, Folks: (Good Morning)

[redacted] Furniture (c/o Phil) did notify me on January 20, 2014, explaining a refund in the amount of $217 would be provided,

and [redacted], their Business Manager would be in contact with regards to the processing.

To date (2/3/14) no contact from [redacted], nor has a refund been received.

Additionally, [redacted] explained they would address the storing of customers social security and drivers license numbers, which I to don't

believe been addressed; especially since my identity theft protection claims some one has made several attempts to open credit in my name--since the furniture purchase.

Should I file a complaint with the State Attorney General?

I'd forgo any action if [redacted] agrees to honor their customer privacy policies and provide a prompt refund.

I'll expect a positive response from [redacted] by Monday, February 10, 2014, or I'll have no choice but to take appropriate action.

Thank you.

Business

Response:

Please accept this letter as a updated response to the claim filed by [redacted]. A credit in the amount of $217 had been processed to Ms. [redacted]s GE Money account on January 24, and would be reflected in the following statement. I have left a message for Ms. [redacted] to confirm that this credit has been reflected on her account and provided my phone number if she has any questions regarding her account. We apologize for missed call to her after the credit was processed. Additionally, we offer customers access to GE Money kiosks for private and secure processing of confidential information. We have taken the customers concerns very seriously. It is not our policy for associates to write down sensitive customer information. However, we have taken Ms. [redacted]s concerns seriously and have taken measures to ensure that our staff is complaint with our policies.

Consumer

Response:

I made it clear to [redacted] with every communication that the [redacted] Credit Card forced upon me by the [redacted] Sales Representative, [redacted];

was cancelled immediately and payment made in full to their creditor.

Would it be possible to explain how [redacted] applies a refund to a closed credit card?

Does [redacted] have video surveillance? If so, let the record show that their sales rep, [redacted] literally shook the "Kiosk Machine" (mention in their letter).

Ms. [redacted] claimed the kiosk was broken, and that I needed to provide my personal information--to her directly. Also, let the video show where she

writes down my drivers license and social security numbers in her note book filled with other customers personal information. In fact, Ms. [redacted]

was so excited that I was approved for the highest credit limit allowed.

Also, the damage sofa had to be disposed of because of complaints of back pain--no support. It's almost appears like a rat/pest of some sorts, ate away at the filling,

for there were bite and/or scratch marks in the stuffed in foam...??? (Photos taken--if needed.)

I can't help wonder how many [redacted] customers have their identities stolen? [redacted] claims [redacted] shreds their sales reps notes once a month.

Where does [redacted] store the note books when their sales representatives aren't working? Most importantly, why do their sales reps need

notebooks to write customers personal information down if [redacted] has kiosk's?

I shared with Ms. [redacted] that I had just moved, and it now strikes me as weird that she wanted both my new and former address, especially since [redacted] does not

ship their warehouse furniture; the customer is responsible.

Is this how Mr. [redacted] treats lifelong customers?

Regards,

Review: While looking for furniture at Levins (late November, 2014), I was told over and over not to be concerned about making the purchase that night as I had several years to pay it in full - SAME AS CASH. I have purchased a lot of furniture from Levin's over the years and always used their SAME AS CASH plan. This time it was advertised on TV as the longest financing ever, etc., same as cash, etc. I went ahead and made the purchase based on the sales person reiterating how I had YEARS to pay it off.

On my most recent bill, it indicated that my my promotional period was expiring and if I didn't pay an additional $500.00 by May 9, 2015 I would incur interest. This is not what they advertised, this not what I was verbally told. I was lied to.Desired Settlement: I would like the Revdex.com to address their adverstising. MAKE THIS STOP.

Business

Response:

Please accept this letter as a response to the claim filed by Barbara [redacted]. Ms. [redacted] purchased furniture on November 11, 2014 that was delivered in December 2014. The finance offer required a deposit. Ms. [redacted] used her [redacted] account to finance the deposit. Levin apologizes for any confusion on the finance plan. Levin had left a message on April 9, 2015, advising of a new plan extension for the inconvenience. Unfortunately the message was not received. Levin was able to reach Ms. [redacted] on April 23, 2015, and advised that we have given an extension on the financed deposit. Ms. [redacted] was satisfied with the resolution. 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: In the middle of February 2015 we purchased a 5 piece sectional from Levin Furniture in [redacted], Ohio. They said they were back logged and it was finally delivered the middle of March 2015. One piece was damaged with ripped material. The delivery man apologized and said they would replace it. A week later Levin HQ called and said no they weren't going to replace it but instead, send out a technician to repair it. After a few phone calls and disagreements Levin said they would replace it. When they delivered the replacement, it was the wrong piece.

They finally delivered the right piece in mid April 2015.

After a month of use in May of 2015 (with only 3 people in our house) the end of the recliner had wood sticking thru it. Still under warranty, we called Levin and they sent out a technician, who looked at it and said it will be replaced. Then Levin called back a couple days later saying they weren't going to replace it, but rather pick it up and take it to be repaired. Since it had only been a month of use, we told them we didn't want it repaired, but rather replaced of which after a couple more calls and "let me check with my manager" they agreed to replace it and that was finally completed the end of June.

in the beginning of December we discovered that the second recliner (which is hooked up in the middle of our sectional and we had never reclined) was completely missing the apparatus used to make it recline.

We again called Levin and they were going to send a technician out. In the meantime, one of our stationary pieces broke. The wood separated and broke through the metal frame.

The technician came out, repaired the wood piece and said that Levin had told him the wrong piece for the recliner and he would reorder the new piece. We then get a postcard in the mail saying our order would be completed in 13-26 weeks.

However, 2 weeks ago they said our piece was in and the technician would be out on 2/5.

On 2/4, we get another call from Levin saying the technician said it is still the wrong piece and we are now back to square one again. Probably another 4-6 months.

My problem is not with the people I have spoken with. Every one has been pretty nice, especially the technician.

My problem is with the poor quality of the sectional we paid $1800 for and Levin's business practices.

Each time the person in front of us, whether it be the delivery man or technician, said they would replace it, Levin would call back saying repair it and that the technician or delivery man did not have authority to make that decision.

I have wasted many hours away from work waiting on deliveries and repairs due to a completely substandard product.

Now going on a year of ownership of the sectional, it's still not fixed.Desired Settlement: I am looking for our 5 piece sectional to be replaced (the right way with the right handles) and some type of compensation paid back to us for our time and aggravation.

Business

Response:

March 11, 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 March 22, 2015, that was delivered on March 27, 2015. The customer requested service on June 1, 2015 for a frame problem which was resolved on July 29, 2015. On December 22, 2015, the customer requested service. The technician repaired the frame and ordered a mechanism and a correct handle pull.The pull was received but the other parts that arrived were incorrect.Levin has contacted the customer and offered the option of a discount for the inconvenience and accept repair or a return for credit toward another purchase as this sectional is no longer stocked and cannot be exchanged. 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 ordered a reclining chair in a fabric different than was displayed on the model chair in the showroom. The chair came in the proper time as promised. When we brought the chair home and started to use it, my wife and I noticed that after sitting in it for a period of 20 min or more lower back and side pain develops. I brought this to the stores attention and after inspecting the chair they determined that we received the chair that was ordered and since it was a special order there are no refunds. We can not use this $750 chair if it is going to cause us back pain after a duration of time. No other chair in our house or anywhere for that matter causes this pain after 20 min of time.Desired Settlement: At this point, I want a complete refund and no longer want to ever deal with Levins again. Had they handled this matter differently from the beginning, they would have retained me as their once loyal customer of over 20 years plus.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mr. [redacted] purchased a special order Flexsteel recliner on March 16, 2014. When the recliner arrived from the factory, the recliner was shipped to the McMurray Levin location. Mr. [redacted] picked up the recliner on April 26, 2014.

Mr. [redacted] had contacted Levin store regarding the comfort of the recliner. To address Mr. [redacted]’s concerns, Levin had confirmed with the factory that there have been no changes on their production of this model. On May 5, 2014, Levin had inspected the same model recliner stocked in the warehouse (different color) as well as the showroom sample that Mr. [redacted] had used to make his purchase. Levin then visited

Mr. [redacted]’s home to inspect his recliner. No variances or manufacturer’s defects were found between

Mr. [redacted]’s recliner and the other models. The manufacturer does not offer a comfort guarantee as that is considered a personal preference and not a defect.

Special order merchandise is non-cancellable and not eligible for return. A 50% down payment is required on the special order purchase and is not refundable (see attached sales agreement). As a courtesy, Levin has offered to accept the return of the special order recliner with the loss of the down payment. Additionally, Levin has offered to reduce the $350 down payment loss to a $200 down payment loss. Mr. [redacted] has declined the offer to return with a partial loss of deposit.

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

Consumer

Response:

Levin's response has been to offer nothing more than a reduction on the "penalty" they want to impose for us to return this chair. This is not a satisfactory response. This is not a desire to return the chair because we don't like it, it 's quite the contrary. It looks and fits our decor perfectly. It's just causes pain to sit in it for a length of time which is not a normal function for a chair . As previously stated, this chair was purchased with the understanding that it was to be used by my wife for her comfort in the evenings to sit in comfort for hours and read and / or watch tv. With that in mind, the salesperson, Jeffery Federoff, showed us all the chairs that would be appropriate for her , given her height and support needs. After reviewing every chair on their showroom floor, we went with one of their best models, and ordered it in a fabric that went best with our decor. My wife sat in each chair for probably 2 -3 minutes to test their feel. It is not practical to try each chair for 2o minutes or more as that when the problems start to manifest with the chair we received. As stated in my earlier letter, it is just not my wife who experiences this discomfort, but others have noticed it as well. We have been using the chair for aprox 3 weeks and it has not gotten any better. Levin's believes it needed to "break in". Th

I have attempted to contact the manufacturer, however, they have no contract with me, only the store, so they refer me back to the store level. We purchased this chair in good faith and there were assurances of various implied warranties provided under the Uniform Commercial Code ( UCC) , with no know waivers or disclaimers. Nothing short of a full refund would be acceptable.

Regards,