Lumacult

Review: On November [redacted], 2012 I purchased a sofa-bed from Rico Furniture. They presented themselves as selling the highest quality, meticulously crafted, furniture. We paid $3,038.75, (which was a discounted price) for a floor model and when we clearly explained we needed an superior bed because it would be used every night, we were assured this would be, and shown why. From day one the couch was not just uncomfortable, but impossible to sit on. The only way to find any comfort is to use pillows. Then, the problems escalated. The bed hurts to sleep on, the arms on both sides are loose, the cushions on the back scrunch down, and the ones you sit on continually come forward. Additionally, the mattress, that we were assured is five inches thick, becomes like one inch, when laid on. My first efforts to call about this problem were simply ignored. However, when my sister called and threatened them, she got a response. She was told we bought a floor model and therefore got a good deal. (I think any amount you pay for a couch/bed warrants having the ability to sit and sleep on it, however $3,038.75 in my world, is a lot). She was also told to take pictures of the couch, send them to Rico, and they would evaluate the issue. When she explained that pictures were ridiculous and just a stall tactic because the couch had to be seen, sat on, and laid on, she was told that they would be in touch, via email, to set up an appointment. This has been going on since May and now it is almost September. I did have to postpone one appointment but other than that, it is obvious they do not want to take ownership for the workmanship they so highly praised themselves for having. The last correspondence was when they wrote asking my sister if they could come in early August. When she said yes, and added that it was really vital that they come because this has been going on too long, she got no response. This couch, that Rico claims to be a bargain, is a $3,038.75 nightmare.Desired Settlement: At this point I want Rico to take the couch back and give me a check for all my money, ($3,038.75) back. I do not trust them or their workmanship AT ALL.

Business

Response:

[redacted] and her sister [redacted] Wallach purchased a [redacted] sleeper sofa on November [redacted] 2012. When they initially came to our store they represented that they had a 3000.00 budget for a sleeper sofa. They also represented that they were in need of the sofa sleeper right away, which led to our decision to provide our showroom model to help the customer. The store also provided them, at no extra charge, a new, higher quality $300 mattress. We offered this resulting from their displeasure with the mattress, which came with the floor model. In addition, we provided [redacted] and [redacted] complimentary delivery to further support the customer’s budget. This type of delivery is typically $350.00 because of the distance they are from our store and the extra load that comes with this type of sofa), to further support the customers budget. The sleeper typically retails as we displayed when they bought it for 4200.00. Their total savings amounte d to $1750.00. They tried the sofa sleeper repeatedly. We also swapped the back cushions for a firmer set. They left here very happy and eager for their delivery, again at no charge.

We are recognized for a high level of quality upholstery product and personal service. I may add at this point that we have a typical and well posted terms of sale with upholstery orders that is clear in the sales invoice and our website. These terms are further reinforced with the sale of floor models and certainly with a sofa bed that has been in the customers use for almost one year.

We received a voicemail from [redacted] stating that we had not responded to her sister’s calls that left no voice messages. The voicemail [redacted] finally left stated they couldn’t sleep or sit on the sofa because it is too uncomfortable for them. [redacted] also stated the arms where loose and one of the seat cushions where out of form. In the voicemail she stated she would contact a Lawyer, Revdex.com and a news channel. Once I heard the voicemail I contacted [redacted] to get more information about the issues and to inform her that we would have to set up a service call once we followed proper procedure from the manufacturer. I informed her June [redacted] that we needed photo images of the issues she was claiming. The customer was not able send the pictures required by the manufacturer. Her reason being that the problems being experienced required seeing in person. We set up a service call on Sunday June [redacted] between 12-1 which they cancelled. There after the store was closed for the [redacted] of July. I then emailed [redacted] on July [redacted] to set up a service call for Tuesday July [redacted]. I did not hear from [redacted] until July [redacted]. Our shop is always closed on Monday. I did not see her email until the next day, the [redacted], the day of the service call. I emailed the same day to inform her that we will get something scheduled again. Because she already missed 2 appointments, it would have to be on a day I could make it out to her Queens’s location. I emailed her on July [redacted] to set up a service call for Tuesday August [redacted] yet again I did not hear from her until August [redacted] and she was not able to do it on the day I offered. We were closed for vacation from the August [redacted] – August [redacted]. On September [redacted] I sent yet another email to set up a service call not knowing she put a complaint in with the Revdex.com. We went over and above for [redacted] and her sister [redacted]. We still have not heard from them about us servicing the sleeper and at this point it seems they have a problem from the beginning and never really wanted us to take care of the issues they claimed they where having.

How could we in all fairness comply with accepting this return, considering all that we have done. Further, we do not sell used merchandise, especially anything fabric upholstered and now a used mattress.

We have saved all the emails and voice messages per this response.

Very sincerely your,

Store Manager

Business

Response:

I am responding to the complaint below. I was never made aware of a slat issue until this complaint was placed by the customer. I reviewed the images that she provided and the slats are not broken they slid out from the holder mechanism. Which can easily be put right back in. [redacted] or [redacted] did not provide any other images of the cushions if they are indeed not resting properly that would show in an image there would be a gap of some sort. Like I said in the complaint before I have made several attempts to set up a service call. I never received an email or a call (voicemail) from [redacted] the only person who has contacted me is [redacted] her sister. Even when I tryed setting up a service call I had to go through [redacted] but [redacted] is the one that purchased the Sleeper. My last email on September [redacted] was never even responded back to about setting up a service call. I have went over and beyond to try to take care of this issue it has been really difficult to schedule a service call because I had to go through [redacted] who cancelled a scheduled appointment on June [redacted]. I am still open to go and take care of this issue if they allow. Our terms of sale clearly state "Rico reserves the right to repair all furniture and lighting before replacement" [redacted] was given a copy on the day she purchased which was November **, 2012.

I included images below of the slat system.

Overall Image of the Slat System.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].