Levin Furniture Company

Review: The Levin company sold a protection plan for any repairs needed to the furniture. When a claim was filed it was denied for the reason of damage not caused by the buyer. In addition, the chair arrived with marks deep scratches in the wood and the store never responded to a phone call.Desired Settlement: I want the chair repaired.

Business

Response:

September 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a chair, and another chair with matching ottoman on February 22, 2014 that was delivered on February 27, 2014. The customer also purchased an accidental protection program through Guardian Protection for accidental stains from anything you eat or drink, as well as accidental rips, tears, or burns for five years from date of delivery. The factory warranty covers manufacturer’s defects for one year from date of delivery.The only record on the delivery from February 27, 2014 was that it was signed for and accepted without issues.There are no other requests for service on the account. Although it appears that the issue was not accidental from the information provided in the complaint (not falling under the accidental coverage) and the factory warranty expired February 2015, Levin will offer to send a tech at no charge to attempt to improve the wood area that is scratched. As the chair has been in the home for 18 months, we will do our best to improve it.This one-time courtesy visit will be at no charge to the customer.If the customer would prefer to cancel the accidental damage coverage, a refund for the coverage is an option that we can offer.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 wife and I had purchased a sectional couch from levins less then 2 years ago, and since then it was broken 2 times, and had multiple issues with the operation of the couch. It is electrically operated, and the buttons simply don't work. We have had service people out to our house 3 times, and every time we have to miss work to meet them. It takes 6 weeks for parts to come in, another few weeks to arrange a date to fix the couch, then it works for a month or two, and we start the whole process over again. I am very frustrated with this as I'm sure I can understand. All I want is a complete reimbursement of my money, or at the very least a new section to replace the faulty section. Levins in unwilling to do either. The insist on sending repair people out which leaves us with a non functional couch for months. Not to mention, they ordered the wrong part which we waited 6 weeks for, and now have to wait another 6 weeks again.Desired Settlement: I would like my money back, or a new working couch

Business

Response:

April 18, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as an updated response to the claim filed by [redacted]. [redacted] purchased a custom order power sectional on November 30, 2013 that was delivered on January 4, 2014. [redacted] also purchased the additional 5 year warranty coverage for the power reclining components as well as accidental fabric damage (please see attached sales order with terms and warranty coverage). On October 4, 2014, the customer requested service due to the heating and massage power components not working properly. A technician inspected the furniture on October 10, 2014 and installed new components on November 24, 2014. On February 7, 2015, the customer requested service for the mechanism being hard to recline and the power component not working properly. The technician inspected the furniture on February 12, 2015, and parts were ordered. On March 27, not all parts were received and a circuit board was reordered from the manufacturer.The parts are in and a service appointment is ready to be scheduled with the customer. The technician has left messages for the customer and is in process of scheduling the service appointment. Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, [redacted] Director of Customer Service

Consumer

Response:

Review: About three years ago, I purchased several pieces of furniture from Levins for my home: a sectional, a dining room table, a bed and night stand. I have been pleased with the furniture, and the financing terms were excellent. However, about a year and a half ago, one pair of legs on the dining room table inexplicably began to crack, despite the fact that the temperature is controlled, the table is well cared for, and nothing heavy is ever placed on it. I rarely sit at the table, except to use my laptop.When I contacted the service department at the Levins on Sprague Rd., in Middleburg Hts., OH where I purchased it, I was told that the table was out of warranty, and there was nothing that could be done. When pressed, the woman, named [redacted], offered me two furniture stores which I believe she simply got out of a phone book, and said I could call them, despite the fact that this branch of Levins retains independent technicians to whom I could easily be referred to. After further calls to her, to other locations, and to the warranty company, I finally was able to get her to order the legs, at no cost to me, through the manufacturer. It was a significant hassle, but ultimately was worked out, although I was severely disappointed in the service I received and the manner in which I was treated.Just this past week, I have noticed that the other set of table legs is also beginning to crack, and again contacted Levins. I explained the situation, and received the following email: We are not able to get legs for your World Imports table, purchased in August, 2011. The factory is out of business. Thank you.I am very disappointed that this is Levins point of view on the subject. That furniture that is well made and well cared for should seemingly dissolve of its own accord when it is not subjected to adverse conditions or heavy use, and that this should be called quality is particularly concerning to me. I have since taken my business elsewhere, whenever I have needed other furnishings for my home. I hope that you will review this product, and that service measures will be increased for others if they are to have the same experience. I fear they will be as unhappy as I am. I would think that there would be other options another factory, another technician who might be able to make repairs, or even a set of legs in another warehouse. I am hoping that the company will look into these options, and provide a more helpful response.Desired Settlement: I would like Levin's to offer another solution - a technician or repair company, a set of legs from another table in a warehouse, or another factory or supplier.

Business

Response:

Please accept this letter as a response to the claim filed by [redacted]. Mr. [redacted] purchased a World Imports dining set on August 15, 2011, with a 7 day manufacturer’s warranty from date of acceptance. On January 8, 2013, although a claim for stains was denied by Guardian Protection Products, Levin completed a cleaning at no charge to the customer. On March 12, 2013, Mr. [redacted] requested service for split in the legs. Although no longer under the warranty, legs were provided to the customer at no charge. On August 11, 2014, Mr. [redacted] requested service for legs. The manufacturer has since gone out of business, so no parts are available and no inventory remains. As a courtesy, Levin has offered Mr. [redacted] a $150 gift certificate. The gift certificate was mailed on August 23, 2014. Please do not hesitate to contact me at ###-###-####,

Review: I purchased 2 leather reclining sofas from Levin Furniture on 11/5/2009.I also purchased 2 Guardian Leather Levin Protection Program. This Levin Protection Program was for a 5 year coverage on both leather sofas. Two years ago, I called the company to complain about both sofas peeling. I was told peeling was not covered. Originally, when I purchased this Protection Program, I was told this Protection Program would repair any problems that I would have with these 2 leather sofas. Shortly after this phone call, I was in a major car accident. Two years later I called Levin again and spoke with their manager about my complaint. The manager said there was nothing he could do. I was not informed at the time of my purchase of the 2 leather couches about what was covered and what was not covered. This Levin Protection Program is misrepresented to the customer. That is my complaint.Desired Settlement: Both leather couches are peeling all over. They both need to be replaced or a refund of $1808.20

Business

Response:

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

Review: Unauthorized credit card charge in the amount of $1,376.86 on 3/17/201

I never authorized, signed a bill of sale or made a purchase at LEVIN FURNITURE (Greensburg, PA store location) in the amount of $1,376.86 on 3/17/2015.Desired Settlement: I am writing to dispute a billing error in the amount of $1,376.86 made on 3/17/2015 on my account. The amount is inaccurate because I did not make, nor authorize this purchase at your Greensburg, PA store location. In fact I have never been to the Greensburg, PA store location. I am requesting that the error be corrected immediately, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement showing a $0.00 balance as my account has been paid in full.

Business

Response:

June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] had only made purchases at the Robinson Levin location. A purchase was also made by a different [redacted] at the Greensburg location. An error was made by using the wrong [redacted] account. Levin has updated the accounts and advised [redacted] (of Coraopolis) of the corrections made.We apologize for any inconvenience that this has 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

Review: We bought an electric reclining chair almost 2 yrs ago we also purchased the extended warranty. about 2 months ago the heating and vibrating sensors stopped working but the chair still reclined. so we called for repair they said they would order the part and it took 8 weeks to arrive. the repair man came out today may 2 2015 took chair apart, ripped wires out then said he has the wrong parts and just left with no explanation. and now the chair doesn't recline at all!!!! he said nothing, left the mess of wires and just left! after calling customer service twice and 2 hours later we were told the wrong parts were ordered, hows that our fault?? and all the repair man did was break it more. the lady on the phone told us wiring left as it was when he arrived could cause fire, really so why didn't he tell us that the first time as he was the same "repair" man both times? and now we have to wait an additional 6 weeks for hopefully the correct part, who knows what we will get. the repair man and the lady we spoke with who we found out is a supervisor! were absolutely no help at all, they didn't care and offered us nothing but a completely non functioning chair for 5 weeks plus!!! very unprofessional, unacceptable!!! will never use ever again!!! and when we asked why the part will take so long we were told well there coming from china and your chair is 2 years old! well our warranty is for 3 years!Desired Settlement: 3 moths to replace a part that you sell that you cant get is ridiculous! at the end of the day you left us with an even more broken chair and a headache!!!!come get your chair that is paid in full or provide a functioning one.

Business

Response:

May 16, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. [redacted] purchased a power recliner on August 13, 2013 that was delivered on August 20, 2015. The customer also purchased a five year protection warranty for specific accidental damage and extended warranty for the reclining and power components coverage for repairs.On February 24, 2015, the customer requested service. The technician found that the wires for the power components had become caught in the mechanism and were shredded. The technician had disconnected the wires to prevent a safety hazard. The new wiring components were ordered but were sent incorrectly by the manufacturer. The correct parts have arrived and the customer is scheduled for a service appointment on May 23 for new power components to be installed.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely, [redacted] Director of Customer Service

Consumer

Response:

Review: We purchased a recliner and couch from Levin. Not even a year after purchase the head rest became faded. Levin had a technician come out and fix it. Know the leather is turning on the couch it is fading. This was supposed to be leather and a good brand flex steel. There is my husband and I are the only two that use the furniture, so we do take good care of our purchase. I bought leather furniture in the past from levin clearace and had it for 8 years and never had a problem. The sales rep told us this was leather and know im beginning to wonder! I would have bought the leather warranty if I would have know that this was going to fade continuously. Its like the color just wipes off and this was expensive furniture.Desired Settlement: I would like this repaired free of charge and replaced with a warranty for this discoloration problem to fix future discoloration problems. Our acct is under [redacted]. We purchase from levin all the time as we did like the quality of the furniture up until know.

Business

Response:

March 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1, 2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. If they are able to forward photographs of the issue, I will forward them to the factory for their review for the customer since it is out of their warranty period.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 March 14, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1, 2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. Mrs. [redacted] was able to forward a photograph of the leather issue. Levin Furniture forwarded it to the factory for review and we have arranged an exchange of the sofa. I spoke with Mrs. [redacted] and scheduled the exchange for Saturday, March 19, 2016.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

Review: I bought a full size mattress and box spring at Levin Furniture in 2014 located in Mentor, Ohio. It has a 10 year warranty. There is a dip in the middle of my mattress and it is very uncomfortable to sleep in. I have contacted Levin Furniture and they replaced the box spring twice now because they said it was defective and not offering support. The dip in the mattress still exists and they won't replace the mattress unless it meets specific measurements. I'm very frustrated because they won't replace the mattress. I also called [redacted], the company that made the mattress and they said that they cannot do anything to help me.Desired Settlement: I either want my money back or I want a new full size mattress.

Business

Response:

December 27, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a full size mattress and box set on October 4, 2014, that was delivered on October 18, 2014. On October 6, 2015, the customer requested service on their bedding set. A technician inspected the mattress and box on October 10, 2015 and found no defects with the mattress but a defect with the box. The box was replaced on October 24, 2015.On November 16, 2015, the customer requested service on the bedding set. A technician inspected the mattress and box on December 12, 2015. On the second inspection, there were no defects found on the mattress. The box was replaced on December 19, 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: I went to the store to make an order of a bed that was priced online for 1199.99. When I went to place the order they were going to charge me 2156.99 instead of the online price. However if I purchased the item online they would give for that price. When I spoke to the manager he said that the compare to price which is what the item would be if not on sale is what they charge to get the sale price relating into a bate and switch. When I stated that this is not what the online price states he said they can not help with that. This has happened to several people and they are not willing to make any changes or honor the online priceDesired Settlement: I want the online price as well as the sale percentage that they are supposedly running.

Business

Response:

September 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] had visited the West Mifflin Levin location to make a purchase. We are unable to identify the product that was listed in the complaint.A phone message was left for the customer on August 27, 2015. As we have not received a return call, we have sent an e-mail to the customer today using the e-mail address listed in her correspondence. We hope to assist the customer once we have this additional information.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: We purchased a Stearns & Foster mattress from Levin Furniture on 9/20/2010. The purchase price of the mattress was $2,049 and it included a ten-year warranty. After three+ years, the mattress began to lose support and could no longer be used without creating back problems for the user. We contacted Levin and they sent an inspector to our home to evaluate the mattress. The inspector placed a small plastic device on top of the mattress, which is heavily padded on the surface. Since the impression on the mattress was less than 1.5 inches, Levin refused the warranty claim. I contacted Levin after the inspection and they advised me to contact Stearns & Foster, who in turn directed me back to Levin. We believe the warranty offered by Levin is disingenuous since the measuring device used to measure the impression weighs only a few ounces and it is being placed on top of fluffy padding. When a person lies on the mattress, they sink several inches into the bed, making it difficult and unhealthy for sleeping. Our interpretation of the warranty was that it would be defective if there was an impression with a person lying on the mattress since that is obviously the way a mattress is used. We switched to our old mattress after the warranty claim was declined last fall, however, that mattress is well past its useful life expectancy. I believe it is wrong to pay more than $2,000 for a mattress that is defective after four years of normal use.Desired Settlement: We paid $2,049 for a mattress that is less than five years old and included a ten year warranty. We are requesting a refund of $1,024.50, which represents one-half of the original purchase price.

Business

Response:

June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a Tempur-pedic set on July 14, 2010 that was delivered on July 20, 2010. The customer used his comfort return option on September 20, 2010, and selected a different bedding set from Stearns and Foster that was delivered on October 10, 2010.On September 17, 2014, the customer requested service for his Stearns and Foster set. The technician inspected the set on September 25, 2014 and found no defects.As a courtesy, Levin had contacted the factory regarding the customer’s dissatisfaction with his bedding set.The factory has agreed to accept a return of the bedding set for a refund. Once the bedding has been returned, Levin will process a refund on the customer’s bank card.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I bought a mattress from Levin seven years ago. A while ago, the mattress was sagging where I slept and so I turned it, but it never bounced bad into shape. Now where I sleep is again saggin, with a big indentation.

I contacted [redacted] to file a complaint, and they sent me the paperwork, had a man come out to take pictures. Then they said I had to deal with Levin.

So I called Levin. They sent someone out to take pictures.

A few weeks later, I was told that the mattress was in bad shape and the warrant was void.

This mattress is seven years old. There are a few watermarks or stains on it. BUt what on earth does that have to do with the quality of the mattress?? Nothing.

It is Levin's way of getting out of replacing this mattress. The mattress has a ten-year warranty, and it is unfair that they will not cover the warranty.

After this happened, I cleaned the mattress again; I scrubbed it, and slept elsewhere for over two weeks to make it more presentable to them.

But I do not see how a spill on a mattress would void a warranty of the quality of the mattress.

I have bought many things from Levin and this truly is a disappointment.Desired Settlement: I would like a new mattress, comparable to the one that I purchased.

Business

Response:

April 1, 2015 Re: Case ID # [redacted] Dear Ms. [redacted], Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a queen [redacted] mattress set on November 15, 2008 that was delivered on November 20, 2008. On December 18, 2014, the customer requested service for their mattress. A technician inspected the mattress on January 19, 2015. The report stated that stains were present which voids the manufacturer’s warranty. Please note the technician’s report as well as the manufacturer’s warranty attached listing coverage details under If A Warranty Problem Occurs section). Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, [redacted] Director of Customer Service

Review: We purchased a table and chair set from Levin Furniture approximately 10 months ago. We were sold the extended protection plant that we were told covers it from everything.

The table has no damage to it, but has begun to warp. Levin’s sent a representative to our home to determine if the table was repairable, which they have determined that it has not.

Levin’s now states that no warranty or extended coverage will cover the damage since they have determined that this water damage. There are no signed of water damage to the table what so ever. Levin’s also states that a Dining Room table should have no water products come in contact with it.

We were promised a one year warranty on any defect of the table that this clearly is and were sold a protection plan that does not cover what was sold.Desired Settlement: Replacement of the table and refund of the extended service plan

Review: I purchased a couch from Levin aprox 1-1/2 years ago. While purchasing sales person kept pushing about stain protectors and removers and a warranty which I purchased all of them. Since I had kids it was a good idea just in case there was a accident. Well now a year later I go to use this extended warranty because of a accident involving my wife's make up and they won't cover the issue. When purchasing warranty I ask several questions about this warranty and was told everything I had ask would be covered. Come to find out that you have to meet certain criteria for accidents to be covered. But I was under the impression any stain would be covered by the sales person. There was never any explanation that certain stains won't be covered. Sales was very misleading and wanting to just up sell to help their own commission.Desired Settlement: I would like a full refund with anything related to the stain products and warranty

Business

Response:

December 27, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a sectional on March 19, 2014, that was delivered on March 29. 2014. The customer also purchased an accidental fabric damage protection program that covers stains from anything that you eat or drink, as well as accidental rips, tears or burns. Accidents are from a specific incident and reported within 30 days. Makeup would not be covered by the protection program.Levin can meet the request to refund the warranty program cost and the products taken at time of sale. As an alternative option, if the makeup stain is on a removable seat, Levin may be able to obtain a price for the seat cover from the manufacturer. If the customer would emails photos of the makeup stain, we can advise if parts are available in lieu of the protection refund. Photos can be emailed to [redacted]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 was told by the sales person when the protection plan was offered to me that it was very good and that it would cover any damage done to my leather sofa and love seat. They stated accidental damages. I accidentally got over spray of windex on the arm. I wiped it off immediately and it took the color off. I tried to file a claim and was told that it had to be bodily fluids , grass, ballpoint pen ink, nail polish, lipstick cosmetics or crayon. I feel I was very mislead and the protection plan is worthless. The sales person also told me that if I did not use the plan that the $189.98 would be refunded to me after 5 years. Then I recently found out that this is returned as a store credit. I was mislead on the whole protection plan. The other complaint I had to levin was the way the leather was wearing. Where I sit the color is coming off. I live alone and in 3 years time this should not have happened as I have no children or pets. They gave no satisfaction to resolve this issue either .Desired Settlement: I want then to refund the price of the sofa, love seat and the protection plan

Business

Response:

Please accept this letter as a response to the claim filed

by Beatrice Peace. Ms. [redacted] purchased a

reclining sofa and loveseat on March

10, 2011 that was delivered on April 5, 2011. She

also purchased an accidental damage protection from Guardian Protection

Products.

The application of a cleaning product would not be covered

by the accidental protection plan. As a

courtesy, Levin discussed with Ms. [redacted] to refund 50% of the protection

charges in the amount of $101.63. Ms.

[redacted] accepted the offer and the amount was processed on July 5, 2014.

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

[redacted], or [redacted]

should you have any questions or concerns.

Sincerely,

Paula

Rojtas

Director of Customer Service

Review: I purchased furniture from Levin - maker Ashley- the furniture degraded before two years in my ownership . I contacted Levin and they recognized this issue as a common complaint and directed me to Ashley furniture - I provided them with all information they requested and they contended my furniture was floor model . They contended the furniture was not their issue and that it was never under warranty and bought as is...I reconfirmed with Levin this was not the case that I neither bought floor model or clearance I in fact had a standard warranty. They (both Ashley and Levin ) keep tossing me back and forth. This furniture is less than quality and neither company wants to take ownership for the issue . I need resolution .Desired Settlement: I do not want replacement from Ashley as their furniture has a seriously recognized issue with its quality. I would like a refund so that I can purchase a better quality longer lasting furniture.

Business

Response:

Please accept this letter as a response to the claim filed by Helen [redacted]. Ms. [redacted] purchased living room furniture that was delivered in October 2011. Although out of the one year warranty period, the customer inquired with the factory. The copy of the order listed terms for clearance sales which did not apply to her particular order. Once that was clarified with the factory and serial numbers were forwarded, the factory has agreed to provide Ms. [redacted] with merchandise credit for the return of her furniture. We apologize for any inconvenience this may have caused. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.

Review: We purchased a leather couch & love seat approximately July 2013 and an extended warranty that was supposed to cover anything that could possibly happen. Having kids I questioned the salesman extensively and he said no matter what happened, weather the kids did it or it was manufacturer defect, it was covered for 5 years. Both pieces are peeling and Levin told me that isn't covered, and in fact told me that they know the salespeople tell everyone it is covered no matter what but that isn't true. I tried to talk to a supervisor but then they just transferred me to another store, and I left Paula a message but got no replyDesired Settlement: I would like them to adequately fix it if possible, and if not replace it as they told me would happen when we were sold this furnature

Business

Response:

March 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted] and [redacted]. On May 5, 2013, [redacted] purchased a reclining sofa and loveseat that was delivered on May 16, 2013. The manufacturer’s warranty is for one year from date of delivery which expired May 2014. On February 25, Levin contacted the customer regarding their concerns and discussed the warranty had expired but as a valued customer Levin would offer partial merchandise credit toward a future purchase or partial refund to reduce their initial price paid. The customer asked for additional time to wait until the closest showroom will reopen at the end of March. Levin has met their request and the customer can make their decision on the options within 30 days of the showroom opening.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service

Review: I purchased a sofa less than two years ago from Levin's. I purchased a 5 year warranty at that time, which the salesperson told me would cover anything that went wrong with the sofa, other than wear and tear. The sofa's core cushions have failed, it looks like a sofa that is 10 years old. On top of that, the fabric started pilling - so badly that even regular shaving will not keep it looking nice. Meanwhile this sofa is less than two years old, and I live alone. When I called Levin's they told me there was nothing they can do - that the manufacturer's warranty is only one year, and that the 5 year warranty I purchased does not cover "normal wear and tear". I do not consider this to be "normal wear and tear". They would not offer me any type of help, other than to send a service tech out and quote me a price on replacing the core cushions! Meanwhile, I opened a Levin credit card and am still making payments on this sofa which is unacceptable.Desired Settlement: I feel in light of the situation above, the least Levin's should do is attempt to keep a customer happy, especially since the 5 year warranty was purchased when I purchased the sofa. I would expect they would at the very least provide an adequate credit to be used in their store towards the purchase of a new sofa.

Business

Response:

June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sofa on May 27, 2013, that was delivered June 28, 2013. The manufacturer’s warranty is from one year from date of delivery.On February 28, 2015, the customer requested service for the sofa. Although the warranty had expiredMay 27, 2014, Levin offered to send a technician to inspect the sofa at no charge. The customer refused.As a courtesy for our valued customer, Levin will offer the customer a $200 gift certificate toward 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Details: Levin did offer to send a technician to inspect the sofa at no charge HOWEVER more importantly, stated that I would have to pay for new cushions out-of-pocket. I had purchased the Levin Protection Plan - which was a warranty ON TOP OF the manufacturer's one-year warranty. When the Levin Protection Plan was sold to me by the salesperson, I was told the plan covered replacements for ANY problems that may arise with the item. I was told that my issues with the sofa being completely misshapen after two years of normal use (by one 120 lb woman, no less) would NOT be covered under this additional plan that I purchased, which varies from the context of how the protection plan was sold to me. This needs to be addressed.

Regards,

Review: I purchased a special order sofa on 11/16/2014. Sales person stated I would not have to pay for the sofa until it arrived in 4-6 weeks. When I received a bill 2 weeks later, I called the billing department. I was told that this was only a bill for the down payment and I would not be billed for the rest of the sofa until it arrived. I made more attempts to figure out why I had been told I would pay nothing until the sofa arrived. The next person I spoke with said what I was being charged for was just taxes and shipping. Yet another person, a sales person, said it was "1/3, no 25% down". Finally, as the 6 weeks came to an end, I still did not know why I was paying for this sofa, which had not yet arrived. I had also spoken to the delivery department twice in this 6 weeks, and they assured me the delivery date would be December 30th, or sooner. One person in the delivery department even told me about her relative who had received her couch 3 weeks earlier than promised.

Finally, my husband spoke with a manager, who without apology, explained that no matter what the sales person told us, we signed a receipt that stated we were financing a down payment, that is what the bill was for, and that 4-6 weeks is only an estimate. We also did not read the fine print that said we may not, at any time cancel the order for a refund. This manager also told my husband he would call him back the next day with a delivery date. He did not call my husband back the next day. I called the shipping department, and the manager at the end of the next business day. The shipping department stated they planned on calling us the next day to set up delivery for next week. The manager stated that he felt like he had explained everything to us and was very confused as to why we may want to speak with him again the next day, when he promised to call back.Desired Settlement: We are so very dissatisfied with how we were treated once the sale was made, that we would like nothing more to do with them. The couch has not yet been delivered. If we could just stop the delivery of it and have a refund, that would be the best possible outcome. If that is not attainable, at least I have the complaint on file. We will accept the sofa and continue to pay for it. We do not have our original sales slip, so the sales price provided is approximate at this time. We have no itemized bill.

Business

Response:

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

Review: I bought furniture on November 29,2013. The furniture was delivered February 20. I told them how to bring the couch in because we had taken a couch out. They didn't take my advise, and damaged my painted walls and dented my trim work trying to force it through. The legs on the couch were big and could've been removed and they told me they were too difficult to put back on. The chairs were supposed to be two of the same. They measured different in height and width and one had more stuffing then the other, the arm was loose on one chair and they made squeaking noises when they rocked. Couldn't find serial numbers on the chairs. The couch I ordered, the material was pulling in a week. Nobody had been sitting on the couch other than myself and I don't sit back that far. They told me at the time of purchase I could order other fabric because we didn't want brown. They neglected to tell me there were stipulations on returns if the furniture is special ordered. They called over a month ago to send the manufacturer out to look at the couch. They scheduled an appointment on April 11 and I told them at the time it had to be 3:30 or after because nobody would be home. They called back and gave me a different time frame. They called back and said they would have someone call. Days later someone called to give a time. We have waited about three weeks to get the furniture looked at to see if it is a manufacturers defect. We asked to return the couch, due to the other problems we encountered we are afraid the material will continue to pull and they will say too much time has passed to return it they can't do anything about it. I've already had to call several times and speak with managers over issues and had to argue over the correct amount of money to be refunded. I have been without my living room completely furnished since February and it is almost the end of April. I have had to travel to try and match damaged trim work and had to call painters to come back in to fix the walls. This has been very upsetting.Desired Settlement: I don't want other customers to have to experience what we have. I have had more difficulty with Levin Furniture than I have ever had with any other business. I was supposed to have received $66.34 off my price and the sales person told me it had already been adjusted. The manager won't give me that amount off because I returned the chairs. I want to return the couch. I don't want a couch that the material is pulling after one week and be stuck with it.

Business

Response:

Please accept this letter as a response to the claim filed

by [redacted]. [redacted] and [redacted]

purchased a special order sofa on November

29, 2013 that was delivered February 20. 2014.

On March 21, 2014,

the customer had requested service on the sofa for concerns with the fabric. A technician inspected the sofa and ordered

parts for the sofa to resolve the fabric flaws.

The manufacturer offers a one

year warranty for manufacturer’s defects.

The manufacture supplies parts and covers the labor for manufacturers’

defects (see attached warranty and sales agreement).

The parts have arrived are ready to be installed according

to the warranty guidelines.

The price reduction on the chairs were changed from the

original price of $421.19 each to $390.19 each.

The total amount finance was reduced from $1,580.20 to $1,513.86

due to the chair price reductions. When

the chairs were returned, the refund amount was processed for the amount paid.

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

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

Sincerely,

Director of Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Levin furniture has ordered a new cushion for my sofa. There is a snag on the top of the cushion on the back of the sofa. I was not offered any resolutions to the snag on the back of the sofa. If you take your hand against my cushions, it is obvious that the material is going to continue to fray. I was charged full price for this sofa. I was not offered any reduction in price. I noticed the material fraying within the week of delivery. Before I received my furniture the sales clerk said she would honor an additional amount of $66.34 on my order because of a better discount. We had two chairs we returned because they were not what we ordered and they made squeaking noises. The manager would not honor the discount because he said we returned the chairs and he removed half of the discount from the chairs. When I have visitors in my home they notice the defects on my couch.

Review: We purchased a special order chase lounge from Levin's, and also a couch. We waited 6 weeks for the chase lounge to be delivered. We were able to sit on it once, before we notice a defect. Then with in two weeks, the chase lounge broke. They sent a repair person on May 1 to repair, but it was not repaired. We were promised that this would be fixed within four weeks. It has now been 8 weeks. The furniture has the tags still on it, and it has the MADE IN USE tag on it. Now I am being told that the part to fix my chase needs to come from China. I called several times to find out when the repairs will be completed. Today, I was told that Levin's is at the mercy of the Chinese warehouse, and they are trying to find out an estimated time for delivery. This is unbelievable, since it was made in the USA. How can this be legitimate?Desired Settlement: We would like to have the chair replaced, or repaired within two weeks, or a full refund. We would like to receive our promised 10% of our full purchase price. We would also like a formal apology for their errors in handling this issue.

Business

Response:

July 30, 2015Re: Case ID #[redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a special order chaise on December 21, 2014, that was delivered on February 5, 2015. The customer requested service on April 20, 2015. A technician inspected the chaise on May 1, 2015 and found that a board needed replaced. Levin has scheduled the pickup of the chaise for restoration in our custom shop on July 30, 2015. We have scheduled the return of the chaise with the customer for August 6, 2015. We apologize for the inconvenience that this has caused and have met the customer’s request for a discountPlease do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely, [redacted] Director of Customer Service