New Classic Home Furnishing, Inc

Hello,We have been in contact with the customer since she emailed us about the power not workingAt the time we put the parts on order for her and let her know that they were currently out of stockWe managed to get ahold of what we needed and sent them out to *** on 12/13/We emailed her the
FedEx tracking #*** and a video for installation instructions on 12/13/as well to keep her updatedThe tracking # shows that the parts were delivered on 12/16/so all should be taken care of by nowIf you need anything else from us please don't hesitate to let us knowThank you

As mentioned in our first response, Elegance did not publish the Janka listed in the subsequent responseTherefore, this claim should be handled through the retailer (Floor and Decor) who advertised the Janka on their website. Elegance has not advertised, promoted or listed this product at that Janka in any of our selling materialsTherefore, we stand by our statement that this claim is not an Elegance defect nor is it anything to do with information our company has publishedThe consumer needs to engage with Floor and Decor for any further action, as that is the source they are citing for this issue

I am rejecting this response because:I was told by Floor and Decor that the specification for the product that was sold was provided by Elegance Flooring. It is not by authority to decide who is not being forthright but that is the reason that I will not accept the response. I am not aware of any reseller agreement between Floor & Decor and Elegance so it will be left to someone with more legal authority to determine who is telling the truth. Again, for a hardwood flooring manufacturer such as Elegance to not know the hardness rating of their product seems ludicrous. On this basis alone, it seems the manufacturer needs to stand behind their product no matter who is the reseller. To further add to my claim that I believe this is a manufacturer issue is what is evidenced on Floor & Decor's website. As of today, the Elegance flooring that was sold to me seems to be pulled from their site. Best Regards,[redacted]

Hello,I'm sorry to hear about this inconvenience, but unfortunately I have no emails or trace of correspondence with you on this. Can you please send me a copy of your receipt as well as photos of the issue so that I can assist you with this claim? Thank you,[redacted]

Elegance Wood Flooring is a distributor of hardwood flooring. We are very familiar with Mr. [redacted]'s complaint. Mr. [redacted] purchased his floor through a retailer who carries our products, Floor and Decor. We have worked extensively investigating the matter since last year. Mr. [redacted]'s floor ...

has scratches and gouges caused by unusual wear and scatches due to, in part, animal claws. Mr. [redacted] hired his own inspector to support his claim of a manufacturing defect. We received a copy of the report, which indicated no manufacturing defect, and cited the many warnings that Elegance provides regarding the care of the wood flooring. Because of this, we have repeatedly, in emails and in written correspondence, denied the claim as it is not a manufacturer defect, but rather damaged caused by the consumer.  Regarding the Janka ratings. Janka is a specific test that measures of hardness,. The Janka (or side) hardness test measures the force required to embed a .444-inch steel ball to half its diameter in wood.. The product Mr. [redacted] purchased at Floor and Decor is sold only to them, and Elegance has never published a Janka rating for these goods. If the customer was given a Janka rating he feels is incorrect by Floor and Decor, that issue needs to be addressed with the retailer. Elegance in no way engaged in any deceptive business practices. We have a very clear warranty and detailed care instructions, and are happy to cover any manufacturing defect. However, this is not a manufacturing defect and, as we have expressed to Mr. [redacted] repeatedly and in writing, we cannot go any further in processing a claim. While we can sympathize with the consumer, wood floors are a natural product. They are not designed to withstand damage from pet's nails, high heels, dragging objects over them, etc. They are wood. Wood will dent and scratch.  While hardness can be an indication of resistance to the level of damage, it won't prevent it. Having seen both pictures of the damage and the inspection report from the consumers own inspection, we believe the scratches and gouges  would have still done damage to any floor made of real wood.Our Warranty and Care Instructions are attached. Should you have any further questions, please contact us.

Good Afternoon Mr. [redacted], First, I'd like to apologize for your messages going unanswered.   These came through at a time when our new employee, [redacted] was still in her training stages.   And since the claim originally filed by A.V. Furniture had already been completed and closed,...

it took a little more time to investigate.   Right before A.V. Furniture closed their doors, they did submit a claim in regards to your sofa with a broken back.   We basically handled it the same way the first claim was handled by issuing a credit to A.V. Furniture to cover the repair charges..  Unfortunately, this happed right around the time they closed and it appears they never took care the credit or completed the repairs..  We contacted our own repair techs and unfortunately they do not service your area.  In an event such as this, we would normally replace the sofa but since our Crawford Collection has since become discontinued and no longer available, you will have to reselect from our current inventory at equal or lesser value.    I want to help resolve this issue with you so please contact me at your earliest convenience.  I can be reached by phone at ###-###-#### or by email at [redacted]..   I will be leaving the office soon but will return tomorrow morning. Thank you, [redacted]Customer Service ManagerNew Classic Home Furnishings

Hello,Per the consumers complaint, she only contacted the store she purchased this from--not New Classic. I will email her right now to look into this. Thank you.