National Furniture Stores, Inc

Don't buy a "Leather" couch from them, ours is falling apart. Cheapest couch we have ever purchased.

Review: Overstuffed gold(timber) recliner chair where the seat and arm-rest fabric nap were wearing through and springs were worn. The chair was 1 year 10 days old with initial complaint. [redacted], service technician called on 07/10/12 and stated they would replace the seat including fixing the springs. On 07/12/12, [redacted] came to look at the chair. He said the chair was out of warrenty for the fabric but that they would replace the seat fabric and repair the spings. At that time, the chair went to the furniture store for five days where it was returned without fabric or spring repair. No reason was given. Another call was made to the manager, who stated he would have the springs would be fixed but not the fabric. That however was not done. Several other calls were made to the manager with no return calls.Desired Settlement: I offered to give a little bit and they took advantage. Therefore, I would like them to refund the amount paid for the chair which is $850.00.

Business

Response:

Let me start with a description of this chair as it is no ordinary recliner. Made in the USA, it is called the "Beast". I am 6 feet tall and can't touch the floor when seated. It is made to stand up to people who are 6'6" tall and up to 350 pounds. It is a recliner on Steroids. The wood frame is Beefed up. The reclining mechanism is heavier gauge steel than normal recliners. The seat frame is solid steel instead of wood like all other recliners. There are 16 coil springs 6" tall mounted to the steel seat frame rather than 5 sinuous springs like all other recliners. An average size man won't even compress the steel springs. The seat foam is heavier duty than in regular recliners. And the fabric is time tested for about 3 years at National Furniture with no problems.

Our policy on warranty claims outside of the warranty period is to request parts from the manufacturer, with the understanding that if we are not charged for the part, we do not charge the customer. If the factory charges us, we pass the cost of the part on to the customer. We normally absorb the cost of the labor to disassemble and replace the parts as a service to our customers.

We charge $30 plus tax for pick-up and redelivery on our normal delivery days of Monday, Wednesday, and Friday. Our warranty clearly states that to claim warranty service the customer needs to bring the furniture and receipt to the store.

[redacted], our Service Manager, and [redacted], our warehouse Manager, went to the customers house to inspect the chair (free service) for wear on the seat fabric. He found that it was in nearly new condition. He could not see any unusual wear and tear on the chair. Mr. [redacted] was adamant that we replace the seat because you could see where he sits. (Best warranty card clearly states that 'flattening' of fabric is normal and not a warranty issue) [redacted] ordered the seat and new foam also. When the parts arrived (no charge) we went to the customers house to pick up his chair. On a Tuesday, an "off" delivery day. The new fabric and foam were installed with about 2 hours of labor. The following Thursday (off day) we returned the chair. No charge.

We have done more than all we can to make Mr. [redacted] happy, to no avail.

Our policy clearly states that after 30 days, service is limited to repair of defects only. That is what we have done, and more. And that is all we intend to do.

[redacted]/Owner

Consumer

Response:

Good Morning,I spoke to you on September 19 about a chair I purchased from National Furniture in Spokane, WA in June 2012. I spoke to National Furniture in June 2013 about the wear problem and they agreed that the material was abnormally worn and they took the chair to replace the fabric. Five days later, they called and said that they had replaced the seat. It was not evident to me that any of the fabric had been replaced. I called the factory immediately and was told that the fabric for my chair had been discontinued. I paid $849 for this chair and I would expect the fabric to last more than a year.As per our conversation, I am sending you a few pictures. The pictures really don't show the wear as much as seeing the chair in person. I feel that I spent a good deal of money on a piece of furniture and now I am not getting the service I would expect.Thank you for your time,[redacted]

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.

Good Morning,I spoke to you on September 19 about a chair I purchased from National Furniture in Spokane, WA in June 2012. I spoke to National Furniture in June 2013 about the wear problem and they agreed that the material was abnormally worn and they took the chair to replace the fabric. Five days later, they called and said that they had replaced the seat. It was not evident to me that any of the fabric had been replaced. I called the factory immediately and was told that the fabric for my chair had been discontinued. I paid $849 for this chair and I would expect the fabric to last more than a year.As per our conversation, I am sending you a few pictures. The pictures really don't show the wear as much as seeing the chair in person. I feel that I spent a good deal of money on a piece of furniture and now I am not getting the service I would expect.Thank you for your time[redacted]

[redacted].net

Regards,