Mountain Ridge Development, LLC

Initial Business Response / [redacted] (1000, 5, 2016/07/20) */ The fabric on the chair was inspected and no defect was found with the fabricThere was some colored fiber sticking to the fabric, that appeared to be transferred fibers from a different sourceThe fibers were removed with a standard clothes shaver for no charge as an accommodationThe upholstery fabric was not disturbed or damaged in this processThe chair is to be returned to Wise furniture on a Smith Brothers truck with their next furniture delivery on the week of 08-25- Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Smith Brothers determination that the pilling was a result of some other fabric transferring to the chair is an assumption on their partThey did not do any testing to definitively identify the origin of the pilling fabricThe issue of whether the pilling is a result of other fabric transferring to the chair or if it is actually the chairs fabric pilling is of little consequenceThe point is that there is something about this chairs fabric that causes pillingAll of the other furniture that we have owned in the past and currently has never had a pilling issueThere is something different and wrong with the fabric on this chair that causes the pilling to occurIf it is the position of Smith Brothers that this chair will need to be routinely shaved then that is disappointing, unacceptable, and speaks clearly to the inferior quality of this product Final Consumer Response / [redacted] (4200, 12, 2016/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was unable to open the pictures that were on the last correspondence [redacted] has not called me and I have not seen the chair, therefore, will not resolve Final Business Response / [redacted] (4000, 15, 2016/08/01) */ The fabric on the chair was inspected and no defect was found with the fabricThe fibers that were sticking to the chair were removed with a standard clothes shaver for no charge as an accommodation and no further action was requiredThe chair was returned to Wise Furniture 07-25-and is available to be returned to the consumer

Initial Business Response / [redacted] (1000, 5, 2016/10/05) */ The furniture was delivered on 4-22-The retailer Furniture Fair in Northgate OH advised originally customer felt the seat cores were too soft and inside backs did not have enough padding and the seats would slide off the sofa with use The store manager went to the customer's home in July and agreed to supply firmer cores/and back dacron and gave her a gripper pad to put under the seats to help the "sliding" as an accommodationFurniture Fair's records show they not been in contact with her since that timeFurniture Fair has exceeded the warranty requirements for the furniture in an effort to satisfy the consumer's preference on this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the complaint because I had contacted both Furniture Fair as well as Smith Brothers several times before they scheduled a day to come outWhen they did come to my home, it consisted of the manager from Furniture Fair plus the sales person from Furniture and a representative from Smith BrothersThey were here for quite some timeI have pictures taken to show the defectWhen I pay [redacted] for a custom couch and chair I Do NOT expect this type of productI expect the best and still feel that the issues were dismissed and put on myselfI am grateful for the premium back cushions being ordered and feel that should have happened when ordered because I made the salesperson very aware of my concern about issueAs far as the non slip device used for area rugs, which was the experts solution, that also did not corrected that problemMy cushions are still deformed even after the replacement and myself purchasing (as instructed by manufacturer) addition batting material for more supportThe non strip material does not keep the cushions from having to be adjusted each time someone sits on the couchI personally do not use the couch because of my discomfort while sitting on it as well as my dissatisfaction with the issues being unresolvedThis is not and never has been the quality that I was assured I would be getting Final Consumer Response / [redacted] (2000, 11, 2016/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel that Smith Brothers is trying to pass the fault elsewhereThey are the manufacturer and came to my home shortly after delivery when I expressed my dissatisfactionAll of sudden now they are saying it is someone else's problemOf course we are out of warranty, but they never took care of the problems in the first place As far as Furniture Fair working above and accommodating me, the problem has been going on since the time of deliveryThe suggestions that "Smith Brothers Representative" made were unacceptable at that time and have been unacceptable the whole time up and including still to date! They both knew they were at fault with the cushions by trying to quiet myself with the suggestion of ordering the firmer back cushionsTrying to suggest that I add batting purchased at any JoAnn fabric is a jokeThis does NOT correct the problemAs far as the seats still coming off every time someone sits down and need to be adjusted; putting down and "supplying" a rubber rub slip resistant material that doesn't do the trick is ridiculous I am so frustrated with this situation! [redacted] Final Business Response / [redacted] (4000, 9, 2016/10/14) */ The consumer's request for a refund would need to be addressed directly with their retailerHowever, on behalf of Smith Brothers as a manufacture, we do feel that Furniture Fair has worked with the consumer above the parameters of the warranty by accommodating them with upgrades to their preferencesWith regards to cushions moving with use, tie downs for seat cushions are an available option as well, but this furniture was not ordered with this optionIf service is required, they would need to re-engage with the people at Furniture Fair for any service mattersAs a manufacture, we do not have a means of working directly with retail consumers on service matters

Initial Business Response /* (1000, 5, 2016/07/20) */
The fabric on the chair was inspected and no defect was found with the fabricThere was some colored fiber sticking to the fabric, that appeared to be transferred fibers from a different sourceThe fibers were removed with a standard clothes
shaver for no charge as an accommodationThe upholstery fabric was not disturbed or damaged in this processThe chair is to be returned to Wise furniture on a Smith Brothers truck with their next furniture delivery on the week of 08-25-
Initial Consumer Rebuttal /* (3000, 8, 2016/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Smith Brothers determination that the pilling was a result of some other fabric transferring to the chair is an assumption on their partThey did not do any testing to definitively identify the origin of the pilling fabricThe issue of whether the pilling is a result of other fabric transferring to the chair or if it is actually the chairs fabric pilling is of little consequenceThe point is that there is something about this chairs fabric that causes pillingAll of the other furniture that we have owned in the past and currently has never had a pilling issueThere is something different and wrong with the fabric on this chair that causes the pilling to occurIf it is the position of Smith Brothers that this chair will need to be routinely shaved then that is disappointing, unacceptable, and speaks clearly to the inferior quality of this product
Final Consumer Response /* (4200, 12, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was unable to open the pictures that were on the last correspondence*** has not called me and I have not seen the chair, therefore, will not resolve
Final Business Response /* (4000, 15, 2016/08/01) */
The fabric on the chair was inspected and no defect was found with the fabricThe fibers that were sticking to the chair were removed with a standard clothes shaver for no charge as an accommodation and no further action was requiredThe chair was returned to Wise Furniture 07-25-and is available to be returned to the consumer

Initial Business Response /* (1000, 5, 2016/10/05) */
The furniture was delivered on 4-22-The retailer Furniture Fair in Northgate OH advised originally customer felt the seat cores were too soft and inside backs did not have enough padding
and the seats would slide off the sofa with use
The store manager went to the customer's home in July and agreed to supply firmer cores/and back dacron and gave her a gripper pad to put under the seats to help the "sliding" as an accommodationFurniture Fair's records show they not been in contact with her since that timeFurniture Fair has exceeded the warranty requirements for the furniture in an effort to satisfy the consumer's preference on this matter
Initial Consumer Rebuttal /* (3000, 7, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the complaint because I had contacted both Furniture Fair as well as Smith Brothers several times before they scheduled a day to come outWhen they did come to my home, it consisted of the manager from Furniture Fair plus the sales person from Furniture and a representative from Smith BrothersThey were here for quite some timeI have pictures taken to show the defectWhen I pay *** for a custom couch and chair I Do NOT expect this type of productI expect the best and still feel that the issues were dismissed and put on myselfI am grateful for the premium back cushions being ordered and feel that should have happened when ordered because I made the salesperson very aware of my concern about issueAs far as the non slip device used for area rugs, which was the experts solution, that also did not corrected that problemMy cushions are still deformed even after the replacement and myself purchasing (as instructed by manufacturer) addition batting material for more supportThe non strip material does not keep the cushions from having to be adjusted each time someone sits on the couchI personally do not use the couch because of my discomfort while sitting on it as well as my dissatisfaction with the issues being unresolvedThis is not and never has been the quality that I was assured I would be getting
Final Consumer Response /* (2000, 11, 2016/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that Smith Brothers is trying to pass the fault elsewhereThey are the manufacturer and came to my home shortly after delivery when I expressed my dissatisfactionAll of sudden now they are saying it is someone else's problemOf course we are out of warranty, but they never took care of the problems in the first place
As far as Furniture Fair working above and accommodating me, the problem has been going on since the time of deliveryThe suggestions that "Smith Brothers Representative" made were unacceptable at that time and have been unacceptable the whole time up and including still to date! They both knew they were at fault with the cushions by trying to quiet myself with the suggestion of ordering the firmer back cushionsTrying to suggest that I add batting purchased at any JoAnn fabric is a jokeThis does NOT correct the problemAs far as the seats still coming off every time someone sits down and need to be adjusted; putting down and "supplying" a rubber rub slip resistant material that doesn't do the trick is ridiculous
I am so frustrated with this situation!
*** ***
Final Business Response /* (4000, 9, 2016/10/14) */
The consumer's request for a refund would need to be addressed directly with their retailerHowever, on behalf of Smith Brothers as a manufacture, we do feel that Furniture Fair has worked with the consumer above the parameters of the warranty by accommodating them with upgrades to their preferencesWith regards to cushions moving with use, tie downs for seat cushions are an available option as well, but this furniture was not ordered with this optionIf service is required, they would need to re-engage with the people at Furniture Fair for any service mattersAs a manufacture, we do not have a means of working directly with retail consumers on service matters