Mossholders Furniture

Complaint: [redacted] I am rejecting this response because: Aaron didn't call me, he had me come in after two weeks of trying to get this resolved, by not doing anythingAll contact was initiated by myselfHe did in fact call me a liar twice in the storeHe was rude and condescendingThey are not the same chair despite what the tag saysThey are not the same sizeI told him that in the new recliner, it isn't just my heels hanging, it's my calf plus hanging off the endI want the recliner that I purchased and liked, with new fabricIt is easy to put the wrong tag on a chairI wouldn't know if the chairs measured the same as I was not allowed to measure, but I do have photographs of the measurements of the new chairThe buttons on the old chair were on the bottom of the backOn the new recliner, they are under itThis is due to the new chair being smallerAaron was absolutely condescending in his remarks and out right rude because he does not wish to fix this as it would cost him moneyHe didn't seriously ask what he could do, he said it sarcastically while I was talking, he wouldn't listen to what I was telling himFrom the instant I walked in, he was on the defense and being disrespectfulEvery time I tried to tell him that the chairs are not the same, he would talk over me saying, well what do you want me to do about it? That's not genuinely asking how they can fix the problem Regards, [redacted]

Complaint: ***
I am rejecting this response because: Aaron didn't call me, he had me come in after two weeks of trying to get this resolved, by not doing anythingAll contact was initiated by myselfHe did in fact call me a liar twice in the storeHe was rude and condescendingThey are not the same chair despite what the tag saysThey are not the same sizeI told him that in the new recliner, it isn't just my heels hanging, it's my calf plus hanging off the endI want the recliner that I purchased and liked, with new fabricIt is easy to put the wrong tag on a chairI wouldn't know if the chairs measured the same as I was not allowed to measure, but I do have photographs of the measurements of the new chairThe buttons on the old chair were on the bottom of the backOn the new recliner, they are under itThis is due to the new chair being smallerAaron was absolutely condescending in his remarks and out right rude because he does not wish to fix this as it would cost him moneyHe didn't seriously ask what he could do, he said it sarcastically while I was talking, he wouldn't listen to what I was telling himFrom the instant I walked in, he was on the defense and being disrespectfulEvery time I tried to tell him that the chairs are not the same, he would talk over me saying, well what do you want me to do about it? That's not genuinely asking how they can fix the problem
Regards,
*** ***

On April 11, 2017, the customer purchased a recliner (model number ***). In February of 2018, the customer called due to a possible fabric issue with the recliner. Our service department went to the customer’s home and determined there was an issue with the
fabric. The customer was advised that the recliner would be replaced at no charge, but a different fabric would need selected because the original fabric had been discontinued by the manufacturer. The customer ordered the same recliner in a new fabric and received delivery of the new recliner on April 6th, 2018. The customer called a few days later, believing the recliner was not the same model as the first recliner. Our service manager went to the customer’s home, checked the model number and serial number, finding that it is in fact the correct model (***). The customer then called her salesperson to tell him it is not the same recliner despite what the service manager found. Our salesperson measured both the customer’s old recliner (which was still in our warehouse), as well as a new recliner in the *** model on our showroom floor. The salesperson then went to the customer’s home to measure the replacement recliner she received. All of the measurements (seat height, seat width, seat depth, overall height, etc.) matched the old recliner. The customer then came in to speak with me (the owner). The customer said it is not the right chair. I told her sometimes a brand new piece of furniture can feel different from something a year old, because the foam has not been broken in at all, but I assured her it is the correct model. I then asked what she would like us to do for her to resolve the situation. The customer did not answer the question, instead, stated again that it is not the correct model and she didn’t like being called a liar. I asked her to come look at her old recliner in our warehouse. I attempted to show her the lawtag under the recliner with the model number on it, but the customer would not look. I asked at least two more times what she would like us to do to take care of her. Again, the customer stated it is not the right chair and added that her heels hang off the end of the new recliner. I asked her to sit in her old recliner, which she did. I pointed out that her heels also hang off her old recliner. At that point the customer left the store. At no point was the customer ever called a liar. Also, despite asking at least three times what we could do as a store to resolve the issue, we received no answer. Now, according to this complaint, the customer is asking us to replace the recliner with the correct model. Unfortunately, the recliner is the correct model. We have attached photos of the lawtag for both recliners