Major Furniture & Appliance Super Store

Within 7 months of purchasing a leather sofa recliner and two leather recliner chairs, all three pieces were in need of repair or replacement.Problem date first reported to [redacted] Furniture on 12/3/15. Ordered and paid 10% down ($371.08) with a MasterCard on 4/17/15. Paid remaining balance via MasterCard on 6/4/15 and received 3 pieces of furniture on 6/12/15; [redacted] #s XXXXXX Sofa XXXXX-XXXX-XX, and 2 (ea) XXXXXX Recliners XXXX-XXXX-XX, all w/ Leather touch. Sales ticket # XXXXXXX. We pointed out to delivery person that one recliner chair looked like it sat crooked, and he just shrugged and pushed on the back. By late Nov. 2015, the color had worn off the headrest on the 2nd recliner chair, and one of the sofa's reclining mechanisms would not stay latched. Problems with the 2nd recliner chair and sofa mechanism were reported to [redacted] at [redacted] Furniture on 12/3/15. We neglected to mention the problem with the 1st recliner chair that sat crooked, but called [redacted] back that same day to add it to the work order with [redacted]. [redacted] said she did not have a work order for the 1st (crooked) recliner, but would get back to us on what we needed to do. When we did not hear back from [redacted] Furniture, we called [redacted] again and were told at that time that "[redacted]" would probably be the [redacted] tech and to have him look at it when he came on 12/18/15 and make a recommendation. [redacted], [redacted] tech, arrived at our home on 12/18/15 and took several pictures on an electronic tablet. He said he did not have a work order for the 1st (crooked) recliner chair, but agreed that it was defective and would talk with [redacted] @ [redacted] Furniture about a work order. By the second week of Jan. 2016, when we had not heard back from either [redacted] Furniture or [redacted], we called and spoke with [redacted] again. She said the holidays had probably caused a delay with [redacted]. We asked at that time if the 1st (crooked) recliner chair was included in the work order and [redacted] replied that whatever [redacted] had indicated needed repair would be fixed and that the parts would be delivered to our home on 2/12/16. By this point, we were stuck in the middle, having to call [redacted] @ [redacted] Furniture and [redacted] trying to get answers and dates. We received 2 boxes at our home and had to store them in our dining room. After several calls to [redacted], we were given a date of 3/1/16 for a tech to come to our home and repair the furniture. [redacted] arrived on schedule and proceeded to set up shop and repair 2 of the 3 pieces in our living room. He said that he had ordered parts for the 1st (crooked) recliner chair but didn't know why they weren't shipped and included in work order, but he would talk w/ [redacted] and find out. We called [redacted] @ [redacted] Furniture on 3/2/16 and were told that a "Rush" work order would be placed. We also requested a meeting with the owner, [redacted] to discuss our situation and work out a revised warranty. [redacted] said she would call back on 3/4/16 to let us know about a new work order and a meeting with the owner, but she never called back. After repeatedly trying to get in touch w/ [redacted], we reached her on 3/10/16 and were told that [redacted]'s "phones had been out of service" and she would get back to us. Again, no call. We called her on 3/14/16 and were told she had already left for the day. We called again on 3/17/16 and were told she was off for the day, and that no, there was no manager or owner there to speak with. Each time we left a message for [redacted] to please call us back as she seems to be the only person with any authority to address our problems. We paid $3471.08 for this furniture and all three pieces have had problems. After countless phone calls and empty promises, we feel we have exhausted all our options to get this resolved. Our receipt has a typed statement at the bottom, next to [redacted]'s typed name, that says "YOU, OUR CUSTOMER ARE OUR MOST IMPORTANT ASSET! WE SINCERELY APPRECIATE YOUR BUSINESS!!". This has been a horrible experience to say the least.Desired SettlementRepair or replace the recliner chair immediately. Honor our request to speak with the owner concerning the problems we have had. Revise warranty to reflect one year from the date of completion of all repairs described above.Business Response Mr. [redacted] contacted us on 12/3/15 regarding repairs that were needed on his sofa and 1 recliner, once he told us his concerns we contacted the representative for [redacted] to get authorization to send [redacted] Repair Company to the customers home to get a repair quote to see what needed to be done to correct the issues. Later that same day Mrs. [redacted] called us regarding their second recliner that they were also having an issue with that one, we told her to tell the technician when he comes out to look at it and to order what it needed all of these pieces are still under manufacture warranty. The representative contacted us back on 12/4/15 giving the okay to send the repair company out to do the repair quote. We sent the work order to [redacted] Repair, they contacted the [redacted]'s and set up an appointment for 12/18/15. The technician went out and assessed the problems Mr. & Mrs. [redacted] were having with their furniture, it turned out to be factory defect. [redacted] gave the okay for [redacted] Repair to order the parts. They were ordered on 1/20/16, they were shipped to the customers house on 2/12/16 and the customer received parts on 2/17/16. Customer confirmed appointment for 3/1/16, on 3/2/16 we were contacted by Mr. [redacted] that the cushion core had not shipped, so we contacted [redacted] Repair that same day and requested that they reorder the cushion core. [redacted] Repair contacted us on 3/4/16 requesting a serial number and ACK number. We called Mr. [redacted] and he provided us with the numbers needed to reorder the cushion core. We called [redacted] Repair back on 3/4/16 and gave the numbers to [redacted] We called [redacted] Repair on 3/11/16 to get an update on the Est. ship date for this part. Prisca called us on 3/17/16 and said the Est. ship date was 3/28/16. We spoke with Mr. [redacted] on 3/18/16 and gave him the Est. ship date and told him that once he received the part to contact [redacted] Repair to schedule a date for the technician to come out and install the part and he said he would. We know how important it is to have a good relationship with a customer. As you can see we had a problem getting the part. This is very unusual for a customer to have this many problems under normal circumstances but, as you can see we can't have a part replaced unless we get the part from the manufacture, as you can see we had a problem getting the part. We will do everything we can to make Mr. [redacted] happy. Again we apologize for any inconvenience to the customer.Sincerely,[redacted]Consumer Response We have been in contact with Major [redacted] of Major Furniture about the problems we have had with all three pieces of this furniture made by [redacted] Corp. However, weremain extremely frustrated by this entire process. Major Furniture sold us products that are obviously defective. We have had to prod and push to try to get the repairs done. We are going on 4 FULL MONTHS since reporting the problems with this furniture and still have a recliner we cannnot sit in comfortably. THE PROCESS IS AS DEFECTIVE AS THE PRODUCTS SOLD TO US. We are not trying to land the Space Shuttle here. We just want to get what we have paid for. We have asked Mr. [redacted] to renew our warranty for 1 year from the date that everything is finally repaired. We received a letter from Mr. [redacted] dated March 24, 2016 as follows:"Your reclining sofa with motion recliners has a lifetime warranty on frame and mechanism only. This warranty is for about 6 to 7 years, the approximate life of the sofa and recliners. This warranty does not include labor or materials. Labor warranty is only for 1 year from date of purchase.I am extending your labor warranty for six months, starting when manufacturer warranty expires. This warranty is against factory defects only. We cannot warranty materials. Materials warranty is for one year from date of purchase. This is every companies warranty.The labor warranty for six months begins April 18, 2016 and expires October 18, 2016. [redacted] Furniture will pay labor for any problems you may have with mechanism and frame.We are attaching a copy of this letter to your contract.Again, Labor warranty extends for six months on frame and mechanism only.Sincerely, [redacted]According to Major Furniture's response to the initial complaint, these are factory defects and there have been delays in getting parts from the manufacturer. Again, this is through no fault of us, the consumers, yet we are the ones carrying the burden. We didn't even take possession of the furniture until June 12, 2015. We understand that Revdex.com will not take on warranty disputes. Bottom line is, Major Furniture sold us "lemon" furniture and it seems to us that they are hoping we just give up and go away. We just want Major Furniture to have the furniture repaired properly and start the warranty anew from the date of repair. They need to stand behind the products they are selling or else stop selling them. If they have so much trouble with products they sell that they have to keep "Fast Furniture Repair" on contract, maybe they need to take those products out of their store. We honestly have never had this much trouble with any other large purchase we have made, including houses, vehicles, furniture, computers, or even Health Care. It's just furniture, but if that's the business you are in, you need to do it right. We are not happy and yes, we have been inconvenienced - at this point, daily since first reporting this on Dec. 3, 2015.[redacted] Repair came to our home on April 12, 2016 to repair the recliner that sits crooked and was "diagnosed" to have a defective core (whatever that is). [redacted] Repair put a big piece of foam inside the leather seat cushion of that chair and it sits better. However, it is still crooked - if you put a level on the top of the seat back, it is way off. We turned the chair upside down to look at it and there is another piece of foam just stuck up under the coils - not inside the cushion. Part number is written on it - XXXXX #2. On the night of April 12, 2016, we each tried out the chair. After sitting in it for awhile, we noticed something blue sticking out of the back of the seat cushion. The seat cushion zipper is zipped, but the material has split and frayed and the foam rubber cushion is coming out of the back. Really??? Also, the recliner that was previously repaired for color rubbing off of the headrest (did not fade, it actually rubbed off), does not seem to sit like the one that just had the core replaced. In other words, it feels like it is saggy compared to the crooked one with the new core and busted material. We contacted Major Furniture AGAIN around April 15, 2016 and they wanted us to call [redacted] at [redacted] Repair to have him order the part. Why are we being asked to do someone else's job??? We were assured by [redacted] at Major Furniture that the part would be ordered and she would call us back with the information. We have yet to hear back from ANYONE. This is so far beyond ridiculous - how in the world is [redacted] Furniture still in business if this is the way the handle customer complaints. At this point, my wife would like nothing better than for them to come and get this [redacted] and just refund our money. Buyer Beware of this business and anything they sell. Extremely dissatisfied, not only with [redacted] Corp. and the furniture they produce, but with Major Furniture and the way they do business.