Levin Furniture Company

Review: levin was suppose to have our custom ordered and paid for sofa in the time allotted by Levin, they have not followed through their promise. 3 weeks ago the sales person said the sofa would ship by February 21st, today they told me the sofa hasn't shipped. Wouldn't be a big deal but we donated our sofa old sofa away, just be honest and upfront with customers from the beginning and follow your own companies time frames that you set.Desired Settlement: We should receive a significant discount and or be able to cancel our order and receive a full refund, if either of these are not meant, we go to court.

Business

Response:

March 11, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. On December 31, 2015, the customer ordered a custom special order sofa sectional. Custom orders require a deposit and are manufactured specifically for the customer, taking up to 8-12 weeks for production (see attached order copy terms). The custom order arrived in just under nine weeks from the manufacture. On March 3, 2016, Levin scheduled the delivery to the customer. The order was delivered on March 8, 2016.We apologize if there was confusion on the estimated production schedule discussed when the order was placed. As a token of our appreciation, Levin has issued a gift certificate to the customer for a future 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:

Review: Earlier this year, we purchased three Icon UPH, 498 /brown lift chairs (please reference sales order [redacted] for the 3/11/2013 purchase two to our home and one to my moms house in Pgh). Since being delivered we have called several times for service regarding the premature breakdown (sagging) of the seat cushions causing the chair to lean to the right. We found all three chairs not to be uniform in the seat padding, seat to back height, arm thickness and leg cushion all contributing in different degrees to my wife having neck aches / back aches and back spasms .The first service tech said that this was a common problem and brought additional padding which he stuffed into the two chairs seats. He told us that the original stuffing supplied by the manufacturer did often sag and their solution was to insert additional stuffing. We were very disappointed that he did not stay long enough to see that my wife was completely dissatisfied with his correction he left some additional padding for me to use, however, after he left I only took his addl stuffing out and discarded it. He suggested taking the current seat cushion to a local upholsterer and have a new cushion made with superior quality materials than the original manufacturers seat cushion.When we called for service again, [redacted] immediately ordered new replacement seat cushions however, we then received a notice in the mail that the parts would take 4-6 weeks to arrive. [redacted] also flipped the original stuffing in the seat cushions (upside down) however, this did not help. We then transported my moms chair to our home in Ambridge her chair was equally uncomfortable.Disappointed in Levins unsuccessful attempts to expedite the necessary corrections we have since called numerous times to their offices leaving messages and receiving no call backs. Having called numerous times re the same uncorrected problem and my wifes illness and daily pain we are for a refund (for 2 chairs) or replacements that would make my wife comDesired Settlement: Having called numerous times re the same uncorrected problem and my wifes illness and daily pain we are for a refund (for 2 chairs) or replacements that would make my wife comfortable.

Business

Response:

Please accept this letter as a response to the claim filed by Dan [redacted]. Mr. [redacted] purchased three Franklin lift chairs that were delivered between March and April 2013. Mr. [redacted] requested service on November 11 and the seat was adjusted and completed on November 21, 2013. On November 26, Mr. [redacted] had requested service and a technician inspected the chair and adjusted the seat to improve the comfort level for the customer. Foam seat cores were ordered from the factory in an attempt to meet the customer’s comfort level.

Although new cores were installed on December 26, the customer finds the chair uncomfortable. Mr. [redacted] is interested in obtaining a different foam seat to customize the feel of the chair. Although not a defect, Levin has agreed to assist Mr. [redacted] if he obtains his own memory foam and wishes that Levin install it for him. This would not be covered by the manufacturer’s warranty but Levin will absorb the cost of the labor to install his own foam seat.

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: My husband & I bought over $3000 worth of furniture from Levin on 8/9/13 & with the exception of one piece, were to receive all on/by 8/22/13. The separate item was to be delivered in early Sept.2013 & we were supposed to receive a 48hr. notification of the delivery date. To make a long story short, we finally received this piece of furniture on Oct.23,2013 & not once beforehand, did the company call us to status us on the delay, nor to apologize for the major inconvenience it caused us as a result & in the end, we did, after several debates back/forth with a woman (mgr) named Laura, were advised that we would receive a gift card for $200 for all of our troubles & she was very reluctant to agree to that. We had much more faith in the company & the way they would treat their customers. To say the least, we are very disappointed in the way we were treated by the company & would advise any & everyone who does business with Levin to be very, very careful in any business they conduct with Levin. This was the last thing we wanted to do, but after the less than desirable treatment we received, I only thought it fair that the public be warned to beware. We also want you to know that we did make our purchase from the clearance center & were advised that everything would be brand new out of the box. Less than 1 1/2 months of having the furniture, our brand new, out of the box bed collapsed on us, 1 day after my husband was admitted to the hospital with a back issue & after explaining this to several different representatives of Levin & getting nothing but the "runaround", no one even took the time to ask about his health. The separation of the platform bed from its headboard could have also caused serious back issues for me & for that matter, could have caused health problems in general which could have resulted in much more serious consequences. This is less than acceptable from a company such as Levin who prides themselves on their reputation.Desired Settlement: We would like Levin to provide us w/a reasonable explanation of why no one felt it necessary to give any courtesy calls to advise of the delay in delivery. It caused us many inconveniences to our daily routine & with no concern from the company whatsoever. This is totally unacceptable of a company with Levin's stature & would like to see this rectified in the very near future.

Business

Response:

Please accept this letter as a response to the claim filed by Mrs. [redacted]. [redacted]. Mrs. [redacted] had purchased bedroom and living room furniture on August 9, 2013. Due to a shipping delay from the manufacturer, the chest was not delivered until October 23 and bed component corrected. We found that the e-mail notifications for the delay did not reach Mrs. [redacted] due to an error on the address. We apologize for not following up via phone and will review our systems to better service our customers. In speaking with Mrs. [redacted], we have updated the e-mail address in our system and will review with our sales teams. Additionally, as a token of our appreciation for our valued customer, we have processed an additional discount to her account and apologize for any inconvenience the delay and may have caused.

Review: Purchased furniture set... 3rd quarter Of 2014 it was finally delivered. Called company after holiday to look at the poor way the cording as well as a seat cushion was jutting forward. They took a good while to come to our home for the service visit... We left several calls. When coming to our home after a month or so... The service man took pictures only. They did not tell us or even speak to us about the problem with the off centered left cushion. We phoned company and again it took several months to hear outcome. The 3 piece set is good for a basement who cares what company thinks but I paid for an extra warranty. The set was average in cost not cheap. Company basically said too bad they will not replace or refund. We were never going to shop there again. Recently, company at my home said to reach under and see if there is a problem under the cushion. There is and was an issue. A bar underneath cushion is bent and misaligned. We lived with this for many months. Bad product. We do not have kids nor have lots of company. Retired. Levin still sends VIP notices to us. Are we valued? NopeDesired Settlement: We desire a store credit. The entire set picked up and returned.

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 sofa, chair and ottoman on June 7, 2014, that was delivered on June 27, 2014. On February 15, 2015, the customer requested service for the seats. On March 5, 2015, a technician inspected the furniture and found no defects.On January 8, 2016, the customer requested service for a problem with the frame. Although the factory warranty for labor is for one year from date of delivery and it had expired on June 2015, Levin sent a technician to the home for an inspection at no charge to the customer. On February 3, 2016, the technician found no defects. The frame boards curve as part of the design of the sofa and are secure.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: My husband and I purchased a sofa and a recliner from Levin Furniture almost 2 years ago. Both items were from different manufacturers and both are falling apart. The recliner was replaced once and the second one is falling apart as well. It has been repaired once since it was replaced. The sofa is another issue altogether. We reselected a sofa and the second one is even worse than the first one. It has been repaired 4 times and is still not right. We have to purchase a new sofa and we are not going back to Levin. They mislead their customers, none of their products seem to be manufactured in the USA. We are extremely disappointed in the company and the way they do not stand behind their merchandise.Desired Settlement: We would like to be refunded for our purchase or at the very least a partial refund so that it can be put toward our new furniture. We do not want to purchase anything else from Levin.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] had purchased an Ashley sofa with credit from a returned England sofa originally purchased July 2012. Ms. [redacted] also purchased a recliner that was delivered in July 2012. Ms. [redacted] had requested service on her sofa which was repaired on April 8, 2014. The manufacture covers the costs of repairing manufacturer’s defects and does not provide discounts or refunds. All repairs were completed free of charge while under the one year warranty from the manufacturer (please find the attached warranty).

Consumer

Response:

It is unfortunate that Levin Furniture does not stand behind the products that they sell. Both of the items that we purchased from them have been poorly made and do not hold up to everyday wear and tear. The Lane recliner was replaced and the new recliner was delivered damaged and the entire seat needed to be replaced on the second one. When the seat was replaced the repairman noted again that the sides of the recliner were coming apart, he did his best to fix them and my husband decided he had enough. Then the Ashley Sofa, which was the replacement for the original sofa we purchased came with damages, we started all over again. Levin has been out 4 times to repair this sofa and my husband and I have had enough. We have had to purchase another sofa elsewhere, one by the way made in the USA, and all we are asking is for Levin to reimburse us for the inconvenience. They can have their sofa back if they want it. But we would at least like some sort of compensation for our aggravation.

Regards,

Review: I have been a long-time customer of Levin Furniture without any problems or issues for over 8 years and they have always had excellent service and quality merchandise. I recently purchased a brand new furniture set that was picked up at store end of March 2013. I purchased the extended warranty in addition to the purchase. When new furniture was taken out of package it was clearly defected. The sofa was sagging more than 6 inches on one side and did not assemble properly. It took nearly one week to get a return call back from the salesperson, [redacted], and eventually I had to go to the actual store. I was delivered a new sofa after much arguing with customer service and management. Since that time I have had 2 service calls and one additional sofa replacement all due to the same issue. This furniture is only 5 months old and has needed repaired/replaced more than 4 times total. I recently had to call again to the customer service and they scheduled a service repair order. [redacted], from their service department came to my home, stared at the furniture and said that the stuffing needs replaced and he would order some stuffing, come back out and re-stuff and sew it. I told him this is not acceptable as their is obviously a manufacturer defect with this furniture and another resolution should be made. I promptly called customer service the same day, September 28, 2013 and spoke to [redacted] and expressed my frustration and she was going to notate the account and have a service manager call back. I received a call from [redacted] at customer service who left a message that they are ordering the stuffing part, which will take a few weeks to come in and then will be re-stuffed. I spent over 2 hours trying to get back through to speak to her as this is not an acceptable resolution for brand new furniture.Desired Settlement: I have had 2 replacements of this furniture and it always has the same issue, which is obviously a manufacturer defect in the quality of the product Levin sold. The resolution provided by Levin of re-stuffing is not going to fix the problem, as, when someone sits on it again the problem will arise. I am not going to just stare at the furniture and not utilize it. I would like a prorated refund of my purchase price, in that I can get a new sofa/loveseat set with my warranty transferred.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sofa, loveseat and table on March 10 that was delivered on March 17. Although the warranty is for repair, the sofa was replaced on April 10. On September 19, 2013, the customer requested service on her sofa. The sofa could be repaired according to the manufacturer’s warranty guidelines by ordering a replacement seat.

On October 1, Levin responded to the customer’s concern and allowed a return of the sofa and loveseat with the credit to be applied to a different purchase.

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

Director of Customer Service

Review: On October 5th 2014 we ordered a couch from Levin Furniture at Century Square Shopping Center. We were told 6-8 weeks due to the "special Order" ie color of the fabric. That would mean our couch would be in no later than mid-December. When we did not receive our couch I call Levin x 3. I was told twice that the sales person who sold us the furniture would call me back, she never did. The third time I was told a manager would call me back. He never did. I called a 4th time on New Years Day. I spoke to the manager who said the order would be in 1/11/15. I voiced that my main source of frustration was lack of communication. He assured me I would be updated on all further delays. Again when I did not hear anything today, 1/12/14, I called Levin. I was told that the order would not be in until 1/23/15. This was updated in their system several days ago. I was never alerted to yet another delay. I again asked to speak with the manager who would not get on the phone but told the sales person to tell me he would look into it and get back to me. At no time was I rude or inappropriate with any of the staff at Levin. There was no reason for them not to speak to me. I feel as thought they now have 3,000 of my money and they are done with me.Desired Settlement: Would like better communications about further delays. Also feel we should receive a discount on this furniture. If Levin cannot provide I would request they speak directly with the manufacturer to provide this discount due to significant delay fo delivery of the promised product.

Business

Response:

Please accept this letter as a response to the claim filed by Heather [redacted]. Ms. [redacted] purchased special order living room furniture on October 5, 2014. Due to a fabric delay to the manufacturer, the order had been delayed. We apologize for the delays and for the lack of communication to the customer of the order status. Levin has provided a $100 discount to the customer for the delay. The furniture is due in and we have scheduled the delivery to the customer for January 27. Again, our apologies for both the delay, and the lack of communication and updates to Ms. [redacted]. Please do not hesitate to contact me at ###-###-####, or [redacted] should you have any questions or concerns. Sincerely, [redacted] Director of Customer Service

Review: I recently moved and was looking for a mattress in the Pittsburgh area. I went to many places and chose Levin Mattress. I spoke to a polite gentleman whom asked me what I was looking for. I explained I wanted a Tempur-pedic similar to what I had currently just bigger and was looking to spend about $2000.00. He told me he did not have any Tempur-pedics in that range but a similar bed would be an iComfort. My fiance and I both tried a couple of the mattresses he showed us. He kept telling us if we purchased it and didnt like it that we could return it. I said well thats good because my fiance and I couldnt agree on a firm or softer mattress. Eventually we did choose and the guy said again at the register if you do not like it you can always return it. I was on the assumption like any other product you buy at a store that return meant give it back to store in same condition as it was sent to you and get your money back. However, this was not the case. After using the bed no longer than a week. My fianc and I realized it was not suitable for us. It was too soft for us. I emailed and called Levin and asked them why it didnt feel the same as the mattress in the store. Everyone told me it was because the showroom had their temperature set to 70 degrees. I said okay, and gave the mattress another week. I still was uncomfortable waking up with backaches. I called Levin and they told me I was not able to return the mattress at this point. I was told verbatim, you may return the mattress but after 30 days and pay $100 for removal fee and then you can select another similar iComfort. I explained my case about guy who told me I could return it and she basically accused me of lying. So I spoke to corporate and they did not handle the situation either. So at this point, I needed to contact Revdex.com to try and resolve my issue. I just wanted to return my mattress like I was told I could. Otherwise, I would have never made this purchase.Desired Settlement: I was unpleased with the way Levin handled my situation. I would like just to return the mattress and get my money back. I am not interested in any deals/offers.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mr. [redacted] purchased a Serta queen set of bedding on July 26, 2014 that was delivered on July 31, 2014. The customer was eligible for a comfort guarantee that allowed a reselection from his mattress to another Serta after 30 nights but before 120 days (see the terms listed on the attached order copy). On September 13, 2014, the customer had been advised that if he had warranty defect concerns a technician could be sent for an inspection. There was an additional explanation of how memory foam reacts to warmth and cooler temperatures as well as the benefits of the Serta I-series mattress that has coils which can provide a different support and feel. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, [redacted]

Review: I bought a kitchen table set made of glass and metal. The chairs have fabric and I chose to upgrade to the rolling style , recliner style chairs instead of the typical chairs that came with the set .Total cost of the set was 1100.00. dollars . I was extremely cautious about purchasing the set because of my small kids and animals at home. I was told that with the warranty I purchased that everything was covered . The fabric , the glass, the wheels . In the beginning of august 2014 one of the wheels snapped off so I contacted the warranty department. I was told that the warranty I had was for a wood table . I told her my table was glass and metal . She said there was nothing she could do. At the time I bought the warranty my sales guy told me the only way to get the cushions covered was to put it in under the wood warranty. I trusted him. I contacted the manager at the store where I purchased the set and he told me that a mistake was made with the sales guy that sold me the set, and he would be refunding my warranty by check in the mail. I told him I would have never bought that particular set if I couldn't have the warranty to go along with it . He sent me a check for 64.64 , check number [redacted] I refuse to cash this check . I have bought many pieces of furniture from this same store for the past 10 years. I was lied to and I feel like sharing my story with everyone I know , the media, the world . I saved up for that table for a long time and now feel so let down .Desired Settlement: Original warranty I was promised that cover cushions, wheels, and glass or a full refund.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted] Mr. [redacted] purchased a dining set on February 24, 2011 that was delivered on March 27, 2011. He had also purchased an accidental damage protection program on the set.

Levin had made an error when processing his order on February 24, 2011, using the incorrect warranty code for wood products protection. This code has been updated on his account so that he has protection on his glass, fabric and metal components (reference warranty # [redacted]). We apologize for any inconvenience that this has caused.

I have been unable to reach Mr. [redacted] by phone directly and have left messages on his voicemail with my contact information. We have sent replacement casters to the local North Olmsted store location in response to the wheel issue.

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

Review: I have an 11 month old sofa and love seat that is simply falling apart, and losing it's shape by the hour. I feel like the product in the store was not the one delivered to my home. My wife has been going rounds with customer service,and technicians, only to be rudely ignored without a call back from all parties involved. The cushions on both products are caving in, and unable to retain their shape. COMPLETELY UNACCEPTABLE!! My wife has the technician come out and is told "The cushion has to be restuffed, cause the material has broken down." AGAIN 11 MONTHS OLD, COMPLETELY UNACCEPTABLE!! The calls made to Levin, and the promises made are exhausting. I work to hard for my money to call this garbage, furniture!!!!!Desired Settlement: 100% refund!!

Business

Response:

Please accept this letter as a response to the claim filed by Timothy [redacted]. Mr. and Mrs. [redacted] purchased a special order sofa and loveseat on March 18, 2013 that was delivered on April 20, 2013. The manufacturer offers a repair warranty, which includes one year free labor for repairs of manufacturer’s defects. The customer requested service on October 29, 2013 and parts were ordered to fill the seats and backs. The parts have arrived and Levin has left messages on February 24 and February 27 to schedule an appointment to complete the service. 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.

Review: When my husband and I purchased our first home, it was a joyous time in our lives. We wanted to buy all new furniture, and that we attempted... until we hit a brick wall at a very disappointing Levin's Furniture. We spent a substantial amount of money, and before the sale, everyone was eager to help; however, once the sale is over, issues galore began. The delivery of a few items was delayed without notifying us. I called our sales representative to find out why, and for 10 days I could not get a hold of her! So, I called yet again, and was told she isn't there yet again, became furious and decided to just go to the store and speak with the manager, and who is right there in the middle of the store as I walk in?! Yes, she was there, embarrassed, apologetic, and she vehemently denied any knowledge of my phone calls. And honestly, this was just the beginning of the issues, the management was not any better (which explains why the employees behave the way they do). Extremely disappointing, I told everyone I know about the terrible service, and despite that fact that they have nice furniture, I will never buy from there again.Desired Settlement: I just wanted to bring this to the attention of consumers, as well as the Revdex.com. People work hard for their money, and when making large purchases, they expect to be receiving the goods that they paid for in the promised time. Things do happen, and we all understand that, but when such vital information is not conveyed to the consumer, it leaves them weary. Management needs an overhaul; they have a young man working the loading dock (SOLO)!!!!

Business

Response:

August 23, 2013

Dear Mr. [redacted],

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased furniture on July 13, 2013. There was a delay on shipping from the manufacturer that was not communicated to

Ms. [redacted], as well as issues on the loading dock at time of pick-up of the floor sample items.

Levin contacted Ms. [redacted] apologizing for the issues and offered a gift certificate as a token of our appreciation which was accepted by the customer.

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 May 22, my husband, kids and I took the truck to buy an espresso-colored bunk bed set that had been listed on May 19 as a floor model for sale for $348. When we inquired about purchasing it, the saleswoman left (for about 15 minutes). When she came back, she abruptly removed the sign and said that it didn't belong to that set at all and that it wasn't even a "floor model" sale because they had more in the back. The new price was just under $1,000. She then left to find the "right floor model" for the sign, however, she completely left the area ignoring the rest of the bunk bed sets and never returned. We feel this was a bait and switch and that the listed sales price of $348 should be honored for the bunk bed set. I did take photos on May 19th of the sale price and the bunk bed set. We have literally spent thousands at Levin over the years (bedroom, living room, couches, tables) and have never been treated so rudely or written off so quickly. Perhaps because our kids were with us? This is unacceptable in my book. I hope they make good on the price.Desired Settlement: We would like for Levin to honor the price of $348 for the floor model of the espresso-colored bunk bed set, which included two beds, a trundles and set of stairs.

Business

Response:

June 25, 2015Re: Case ID # [redacted]Dear Ms. Gasser,Please accept this letter as a response to complaint filed by [redacted]. [redacted] was shopping for a bunkbed and there was the wrong price on the item. Levin’s store manager contacted [redacted] on June 15 to discuss her experience. [redacted] shared her disappointment with the sales experience and requested that we ensure that the proper tagging is in place. [redacted] had stated that she had purchased a bunkbed at another retailer. Levin apologized for the poor service and offered to assist her in the future. [redacted] thanked the manager for contacting her regarding her complaint.As a courtesy, Levin would like to offer the customer a gift certificate as a token for our appreciation as she has been a Levin customer over the years.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely, [redacted]Director of Customer Service

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. I wasn't aware that I was to provide a response to Levin's letter. I had been waiting to hear from them directly. Their offer of a gift card would be fine. I'm sure we could find something there for the house as some point. Thank you for your help. As the store rep advised, we did purchase a very similar bed elsewhere. The store manager did contact me and I made him directly aware of what happened as well. As long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issue. Thank you!

Review: I never had to complain about a company to the Revdex.com before and I apologize in advance for the length of this message. We purchased a couch, oversized chair and ottoman from Levin Furniture in early Spring of 2014, not even 1 year ago. I called Levin with a concern about the couch and over-sized chair sinking way down in-in January 2015. Anytime ANYONE, even our 15" beagle, sits on the furniture it sinks/sags way down in. You practically fall into the couch. The springs can be pushed down with one finger. At the moment I have decorative couch pillows stuffed underneath of the cushions to try and stop some of the sagging but it is STILL sinking way down in and is extremely noticeable. Levin sent a service tech out to access the furniture issue around January 14th, 2015 and the tech said that the cushion cores of the couch and chair could be replaced (which is covered under the warranty we purchased) and that the springs were showing signs of wearing out but were not detached. He stated that furniture is "not made the way it used to be" and that this is a common problem with today's furniture. The tech left and only filed a report to have the new cores purchased and would be delivered to us in the next 6-8 weeks. I disagreed with the techs solution report and believe this to be a very defective product. He saw for himself we were all falling right into the couch! The day after the tech's report I called Levin and spoke with the manager [redacted] about our problem. She said that she could see if Levin could pick-up the furniture and have more weaving constructed into the spring frame for added support. I was concerned this alter could void our product warranty and we would also be without furniture for the length of time they would be repairing/altering it. I suggested to her I wanted to return this defective furniture to Levin in exchange for store credit or our money back minus a 20% restocking fee. The manager [redacted] and I were disagreeing on solutions and so I asked to speak to another manager which she sent me to contact [redacted] the other Levin manager via email and phone call. [redacted] suggested that I take photos of the sinking problem and email them to [redacted] and explain the issue AGAIN to her. I was exhausted by the runaround I was getting from the tech and the manager [redacted] and did not send the photos via email. The tech was here and saw the issue and they only offered to replace the cores. [redacted] then called and left me a message and I called her back and left her a message. After that I did not receive a call back from [redacted] and decided to wait to receive the new cushion cores for our furniture. I placed a phone call to Levin on Tuesday March 3, 2015 to ask if our cushion cores had arrived yet to find out from [redacted] that they were never even ordered. The managers never placed an order for the cushion cores which we have a warranty for and it was agreed that we would receive. I left a message that day with [redacted] the manager who did not return my call. I then called again on March 9, 2015 and left another message with [redacted] and then called right back to finally get through after speaking to [redacted] and explaining the issue to her and then explained my problem AGAIN to [redacted]. [redacted] said she would order the new cores now and also check with the manufacture to see if there is anything they can do about the furniture sagging in. It is now March 11, 2015 and I have not received any reply from [redacted] or Levin furniture at all. I am at my wits end with this defective furniture that is falling apart after not even one year of use. The furniture was hardly even used. Any guests who sit on the furniture fall right down into it even with the extra pillows stuffed underneath of the existing cushions. We paid almost $1,400.00 for this furniture and it is garbage already. I don't even know if the new cushion cores were even ordered now or even if Levin has reached out to the furniture manufacture about our issue.Desired Settlement: Replacement/Return/Refund/Store Credit - My desired outcome would be replacement furniture, or returning the furniture and paying a 20% restocking fee, or returning the furniture for store credit. I understand that the furniture is used now, but it was only used for 8-9 months before it completely sunk in and there is clearly something not right with this.

Business

Response:

April 4, 2015Re: Case ID # [redacted]

[redacted] Dear Mr. [redacted],Please accept this letter as a response to the claim filed

by [redacted]. Mrs. [redacted] purchased a sofa, chair and ottoman on March 8, 2014 that was delivered on March 25, 2014. On January

5, 2015, Mrs. [redacted] requested service for the seating.Although the warranty is repair, the manufacturer has

authorized the return. Mrs. [redacted]

received her new furniture on March

30, 2015.Please do not hesitate to contact me at ###-###-####, extension

[redacted] or [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service

Consumer

Response:

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

Review: We purchased the original furniture on 1/4/2014 it was a chocolate color sofa, loveseat, 2 lamps, and a area rug. Delivery was set up for 1/14/2014. Well everything went wrong that day, the loveseat was red instead of chocolate, the area rug had a big snag on it, they delivered the wrong lamps. We called the store and talked with a manager and it was corrected, they took back the rug and we got our money back, they brought the correct color loveseat of chocolate loveseat. About 4 or 4 months the couch and loveseat the cushions started to sink. We contacted the company and they sent someone from service to come to take a look at the furniture. Service Department ordered some new cushions they said it would take 4 to 6 weeks for the cushions to come in. When they finally came the cushions we only had them for about 3 months and they started to sink in again. We contacted the service department and they sent someone out to look at the furniture, they agreed that the furniture was faulty. They let us look for more furniture and we found a black leather bonded set, it was very nice. Well after 4 or 5 months the cushions started to sink and we contacted the service department once again. They sent out someone from the service department and they agreed and ordered more cushions. It took 4 to 6 weeks for the cushions to come in. After 2 two months the cushions started to sink just like the last furniture. We contacted service, they sent a service man out to look at the cushions and he took pictures and to look at the cushions. He said someone will get in touch with us. Two weeks past and we didn't hear anything from them so my husband called Service Department and spoke with the manager. The manager was very rude to my husband and we were very upset. They ordered parts for the loveseat and couch and the only way we found is by a postcard they was sent to us in the mail. Now we're waiting on more parts and our falling apart. It looks like we had this furniture set for years. I am very upset. Our experience with Levin Furniture has not been good; we are not satisfied at all.Desired Settlement: We would like to be made whole because we have been for a year now. Two furniture sets and they both are falling part. We think that they should give us a refund because of everything that we had to put up with them. We will never at that place again. They need to make the situation right and not just keep on sending out cushions and someone from service department.

Business

Response:

Please accept this letter a response to the claim filed by [redacted] and [redacted]. Mr. and Mrs. [redacted] selected a new living room set on May 4, 2014 that was delivered on May 31, 2014.This was a set to replace a previous living room set that was delivered on January 18, 2014, as an exception to the warranty. A frame problem was reported on June 2, 2014, and the sofa was replaced. On December 1, 2014, the customer requested service for sinking of their sofa and loveseat. Replacement seats were installed on February 3, 2015. On March 30, 2015, the customer requested service for the seats. The technician ordered replacement seat cores. The report also included that there were scuffs on the right side facing arm scuff not covered by a manufacturer’s warranty. The factory’s warranty includes parts and labor repairs for manufacturer’s defects from one year from date of delivery. On April 20, 2015, Levin spoke with the customer regarding their concerns and offered an extension of the factory warranty by an additional six months as a courtesy to the customer. The parts have arrived from the manufacturer and Levin has left a message for the customer to schedule the pickup for shop repair. 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: We got our new mattress delivered on Friday, February 13. When the delivery drivers came in our house, we asked them to take their shoes off. The driver did but said to us that "people will eventually walk in our house with shoes on". Which we found very rude. They then rushed to deliver our mattress as fast as they could and when they carried it up the stairs, they caught the mattress on the railing and it ripped the bottom of the mattress. As a result, we have to get a new mattress delivered and my husband has to take another day off work for the delivery which means a loss of income to our family. Also, the mattress is dirty in the corner and was very damp. Michelle called us to schedule a new delivery to replace the mattress and we have to wait until Tuesday, February 17th. Since the mattress was damp and they took our other one, we had to sleep on a air mattress for 2 nights until the mattress dried. Also, I asked Michelle is she would like to know the problem with the delivery and she said "no, a manager will call you". But no one has called us. Also, it is 12pm on Monday, February 16th and we still haven't gotten a delivery window for our mattress tomorrow! Horrible experience and customer service! We would like a manager to contact us immediately about how this is going to be resolved.Desired Settlement: We would like the new mattress delivered by a delivery person who will respect our home and compensated for our trouble and loss of income in having to take off work for the delivery.

Business

Response:

Dear Mr. [redacted] Please accept this letter as a response to the claim filed by [redacted]. Mr. and Mrs. [redacted] purchased a king mattress and boxspring set on February 7, 2015, that was delivered February 13, 2015. The mattress was damaged and there were issues with the delivery installation. Levin apologizes for the inconvenience of the damaged mattress, the installation issues and the delay to resolve. A replacement mattress was delivered on Tuesday February 17, 2015 and Levin has issued a discount to Mr. and Mrs. [redacted] that was processed to their finance account as discussed. Levin has confirmed with the customer that they have a full warranty on their bedding should any future issues arise. 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 living room suite from Levin Furniture in Greensburg, PA in June 2013. The suite consisted of a sectional couch, chair and ottoman from [redacted]. Cost was around $3,000. After only 5 1/2 months of use, the furniture is falling apart. The frame is broken in three places (back of sectional, arm of chair, arm of couch). The cushions and pillow are worn out, seams of pillow are split, faux leather on chair is split, the faux leather also has several scratches/marks. I contacted Levin's and was told a technician would come to inspect the furniture. The woman on the phone also explained to me that reselection is sometimes an option. The tech arrived and took pictures. Also told my husband that repairs would need to be done in the shop. My husband told him we wanted a reselection. He said he would request that. I made several phone calls after the tech was here to ask about his report. I left messages several times. I finally spoke to an operator who said parts were ordered. I then spoke to a manager named [redacted]. She said parts were ordered. I explained that I felt this was unacceptable for a 5 1/2 month old furniture set for $3,000. I then asked to speak to someone else. [redacted] told me she would leave a message for a manager named [redacted]. I have not received a phone call back. I left another message today. I have also left messages at the Greensburg store. Levin's customer service is horrible. I feel a reselection of furniture is the only option. Even if this furniture is repaired, I'm almost certain other parts of the frame will break as it is obviously defective. My family and I are apprehensive to use our furniture for fear that more parts will break.Desired Settlement: I feel a replacement of the furniture in the same price point is the best option.

Consumer

Response:

I am writing in regards to complaint # [redacted]. I received a package from Levin Furniture today containing three throw pillow for my couch. I called Levin Furniture today to ask why pillows were sent. I did not speak to anyone and left a message. I informed them once again that my furniture is defective and sending new pillows will not fix the frame that is broken in three places. I informed Levin that a reselection of furniture is being requested. I have also filed a dispute with my credit card company for the total price of the furniture purchased from Levin.

Review: Approximately, one year ago, I selected Grand Legacy, Luxe Hotel Queen Mattress and Split Box Spring. In September, I contacted Levin Furniture due to the inferior quality of the mattress. After a short 3 months, I could feel the springs in my mattress poking me throughout the night. I called Levin to schedule a technician to take measurements of the product in question. After the technician came out to diagnose the issue, I received a call from Levin stating that my mattress was only sinking one inch and that it had to sink 1.5 inches for replacement under the manufacturers' warranty. I was told that I could call in another six months to schedule a technician to come out and measure again. I again called in March and had another technician who came out and remeasure the mattress. However, this time, the technician barely measured the product only taking measurements from one side. He was in my home for less than two minutes and was out the door. Needless to say, I received another call from Levin saying that my mattress was no defective and to call in another six months.

I cannot sleep on this mattress. The springs poke me at night and the only comfortable position is right in the middle (which does not make it easy for two people to fit on the bed). My husband and I are not big people. We may put a little over 300 pounds of pressure on the bed a night.

This is my third mattress from Levin that I have had issues with. My first mattress was defective and sank in the middle. My second mattress sank in the middle as well. I thought the third time was going to be a charm because we purchased a split box and new frame hoping that we would not have any issues. All I can say is that Levin carries defective mattresses. After three months you need a new one. I am very upset and tired.Desired Settlement: I would like to exchange my mattress for a memory foam mattress. I cannot wait another six months to have someone measure it to see if my current mattress is sinking or defective. I cannot sleep on a bed that pokes me in the middle of the night and leaves me with horrible pain in the morning.

Business

Response:

June 8, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted] (with the account name as [redacted]). The customer purchased a queen set of bedding on August 10, 2005 that was delivered on August 26, 2005. The customer requested service on February 17, 2012, that was found to be defective. The customer selected a different style of mattress on that was exchanged on March 10, 2012.On May 14, 2014, the customer requested service for the replacement mattress. The customer was able to select another style of mattress that was exchanged on May 31, 2014.On October 7, 2014, the customer requested service for the third mattress. The technician’s report from October 11, 2014 found no defects. On March 13, 2015, the customer requested service again for the mattress and the technician’s inspection on March 20, 2015 found no defections.As an accommodation due to three mattress issues, the manufacturer has agreed to accept the return of the mattress set. The return was completed on May 29, 2015, and the refund was processed.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: I bought a mattress February 21, 2009. The mattress is lumpy and sags in the middle. I had a tech come out and look at it 2 times. The most recent time being March 27, 2015. The mattress lost its shape after only 2 years of use.

The tech measured the mattress with a piece of string tied to a clipboard on about a foot from the end of the mattress and the other end of the string about a foot from the other end of the mattress. They dont take into consideration that the mattress sinks in the middle when somebody lays on it.Desired Settlement: I would like a new mattress or a refund, because we are going to have to purchase another bed. This one is unusable.

Business

Response:

Please accept this letter as a response to the claim filed

by [redacted]. Mr. [redacted] purchased a queen set of bedding on February 1, 2009 that was delivered on

February 21, 2009.On March 20, 2015,

the customer requested service on his bedding. The technician inspected the mattress and found that there

was no impression that exceeded 1.5 inches (which is the manufacturer’s

guideline for an impression defect). However,

the mattress does have an uneven top that will be covered by the warranty. Stains on bedding void the manufacturer’s

warranty (see attached warranty). The manufacturer will accept the return of the mattress if

the stains are removed by a professional cleaning company and a copy of the receipt

from the cleaning company stating that the stain is removed. The cleaning receipt with stain removed confirmation

can be provided to Levin Furniture who will forward it to the manufacturer for

approval. Once the stain is removed and

documentation received of the removal, Levin can process a return of the

mattress so that the customer would be able to select a new mattress with

credit of $704.91. (The boxspring price is 294.09 and can be used with his new

mattress selection.)Please do not hesitate to contact me at ###-###-####, extension

[redacted], or [redacted] should you have any questions or concerns.Sincerely,[redacted]

[redacted]Director of Customer Service

Review: I purchased a couch and a bed from the Monroeville, PA location mid June for with a promised delivery date of June 19, 2013. I received a call from the sales woman that the bed was on schedule but the couch was on back order until potentially the end of July. The bed is delivered, it was an upholstered bed and there were ink stains on the rails of the bed, along with a rather large ink stain on my carpet. I call the store, was referred to customer service, in regards to the bed, she offered $50 credit or third party to come clean. For the damage on my carpet, I had to leave a msg with another dep't. I then get a call, the couch can be delivered on July 5, 2013. Get another call a few days later, that delivery date now isn't possible, I have to wait until July 11, 2013 (taking another day off of work). I speak to [redacted] (mgr of Monroeville location) who offered to replace my bed due to the damage and send an email to "corporate" in regards to the stain on my carpet, since it has been two wks and no reply or follow up from anyone. I call customer service again, speak to [redacted], who advises that a manager there would get back to me, ([redacted]) with 48 hours. To date, no response from anyone in Levin or follow up. This was my first experience with this company and will be my last. I understand the store is limited however from consumer point of view, they are ONE company, so please follow up at MINIMUM, especially considering that the couch I ordered has now been delayed TWICE and I have to take more time off of work to accommodate their schedule.Desired Settlement: I am requesting that someone from Levin contact me regarding the damage done to my carpet and compensate for unacceptable level of service from this company. While the delivery fee was waived, that is not acceptable compensation between both delays, furniture with ink, and ink stain in my home.

Business

Response:

August 15, 2013

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] received delivery of bedroom furniture on June 19. There was damage to the bed which was replaced on July 11. Levin has offered to cover provide the customer with $100 reimbursement for cleaning or to provide an estimate of the affected area to be replaced.

Ms. [redacted] will advise which option she prefers.

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

Sincerely,

Review: I am writing regarding my dissatisfaction with a leather sofa and couch that I recently purchased from the Wexford, PA location. I purchased a Lazzaro leather sofa and loveseat that was delivered June 17th. I had been fearful to buy leather because I had a dog so I spent additional time in researching fabrics and asking questions of multiple salespeople before making the leap. I visited the store on multiple occasions over a period of six months before making the purchase from [redacted]. Each salesperson I spoke with wholeheartedly encouraged me to purchase genuine leather stating it was the more durable than fabric or bonded leather. While I was skeptical, I was further told that Lazzaro was an excellent brand and I couldn't go wrong in purchasing leather AND this particular brand of furniture. It is now clear to me the salespeople all lied and say whatever they need to say in order to make a sale. They are desperate to earn commission and are not held accountable. The sofa and loveseat are just a little over a month old and have multiple scratches. The furniture looks like it is 5 years old and I am embarrassed by now horrible it looks. I should have known the product was junk when I had to refuse the first set due to multiple scratches/flaws before it even came off the truck. I was talked into trying a new set by customer service because perhaps the leather on the set in the truck had not been cured properly. Levins service came out on Saturday to take pictures of the furniture and informed me today they would do nothing. They say there is no defect so there is nothing they can or will do. They could give me the name of a leather repair person who I could contact to fix the scratches at my own expense. Why am I repairing leather that is a month old? Levins does not stand behind their product nor do they hold their salespeople to any kind of standards. I am not an unreasonable person but like everyone else I word very hard for my money and am heartbroken that I have been duped.Desired Settlement: I am asking Levins to stand behind its products and salespeople and take the furniture back. I would like to choose another set.

Business

Response:

August 4, 2013

Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted], purchased a leather sofa and loveseat on May 25, 2013 that was delivered on June 10, 2013. On July 19, Ms. [redacted] requested service. for the leather. The technician report found that there were not from a manufacturer’s defect but scratches from a household source.

As the scratches are not covered by either the manufacturer’s warranty or the accidental protection plan, should Ms. [redacted] wish to accept a refund of her accidental plan she may utilize the refund towards a repair. Leather Solutions is a company that specializes in leather repair and may be of assistance to the customer. The protection plan refund and policy cancellation of $209 plus tax, would total $224.69.

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

Consumer

Response:

Levin's is recommending that I cancel the accidental protection plan I purchased for $224

and use the refund towards leather repair. I find this solution entirely unacceptable! I already have serious concerns regarding the quality of the furniture and I am convinced that it is just a matter of time before something else goes wrong with the set. Levin's states the scratches are caused by "household use". The number and severity of scratches and marks are clearly visible in the photos. However, I cannot comprehend how furniture that has endured a little over thirty days of normal household use should ever be in need of such serious repairs unless the furniture was inferior quality in the first place. Ultimately, quality is at the heart of this issue and I, the customer, is the only one who is being forced to pay for the problem. Levin's and/or the salesperson need to be held accountable for lying to their customers and not standing behind their products. Ideally, they should take the furniture back and give me a store credit towards another set. It is the right thing to do. At the very least, Levin's should repair the furniture at their expense, refund the purchase price of their useless and mysterious accidental protection plan and offer an additional discount off the furniture as compensation for being forced to keep cheaply furniture with an expensive price tag. Your assistance in helping resolve the matter would be greatly appreciated.