Initial Business Response /* (1000, 5, 2014/12/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted] entered into a non cancelable custom order with Leather Creation and the order was delivered and signed for in good condition...
at the time of delivery.
Customer called a few short weeks later to tell us that she noticed a zipper was broken. Although this was not noted on the delivery ticket we sent a technician to pick up the set and repair no questions asked. The technician made the repair and upon redelivery scuffed a wooden leg and a small area on the leather. Both of these are very simple minor repairs
Customer contacted Leather Creations to state she was not happy with a repair. At that time Mrs [redacted] was told that we could take care of the repair to her satisfaction but she was not accepting of that.
She asked for a refund and she was explained that this was not an option. She asked for a new piece of furniture instead as a resolution and although our policy is that orders are non cancelable we found a home as a floor model for the exact piece she had. So we called with the great news of giving her full store credit to start over and get a brand new piece of furniture and at that time she said she changed her mind and wanted a refund instead. We responded once again that a refund was not possible and that we would leave the offer of replacing her furniture for a predetermined time she was aware of. She was explained the unique situation in that we found a home for her set as a floor model because we had an immediate need. She was told that even though she rejected our offer for store credit that we would leave it open for a specific amount of time and that we had to move forward and make a decision for the floor model. She went many weeks past this time frame and the new floor model is already in the showroom her set was being consider for. At this time that window of opportunity has closed and we can not do anything with her set therefore we can only repair her set. Customer should rest assured that we will fix it properly using s different service company since she is unsatisfied with them and that her furniture will always be backed by our warranty. She will beed to contact [redacted] @ [redacted] to make arrangements to service. We would also like to send a nice leather bag as a concession for her inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that the company's response is adequate to compensate for what occurred. The merchandise was incorrect and defective upon first receipt. The company essentially took the couch away to correct manufacturer defects and returned what I would call a "scratch and dent" version of something I paid full price for. I was significantly inconvenienced while having to wait for replacement of the incorrect pillows they initially delivered and while I went for weeks having only half of a sofa in my home while the other half was being repaired. I was inconvenienced by being force to do much of the leg work to get the product corrected such as multiple phone calls to the store and repair vendor, taking pictures and send to the store to show the defects, driving the incorrect pillows to the store myself and dealing with cancelled and changed pick-up and delivery appointments after I took time out of my work day to ensure I was home. It was obvious that the company performing the zipper repair did not treat the furniture in a careful manner, damaging the leather, wearing the finish off of the legs and trying to disguise the leather damage. When he called to cancel a delivery date, the vendor admitted to tearing the leather on the arm, saying he would repair that particular damage over the weekend and deliver the item the following week. Also, I was told that the zipper repair required removal of the entire arm of the sofa. Given the poor treatment of the furniture as evidenced by visible and reported damage, I can't help but suspect that the work they did to reattach the arm would follow suit, hence my distrust of the stability of the product that was returned to me. In addition, given the treatment that I received from the company representatives, I was leery of the quality of any replacement they might send to me. As such, my feeling was that I should be able to return the sofa. Their "no cancellation" policy is not related to the damage that the company or its representatives inflict on the product. Finally, there are also some things in their proposed remediation that sounded suspect to me. The company would not agree to leave the current sofa with me until the replacement was delivered. I could only imagine that the plan was to make repairs to the item and return it under the guise of "new". It is also interesting that the company offered to remedy the situation via replacement when it was convenient for them but once it was not convenient for the company, the offer was no longer available. I would think that if replacing the furniture is the right thing to do, they would not put a cap on the time of that particular method of resolution. All in all, I feel that Leather Creations lacked integrity and failed to take appropriate responsibility for the actions of their vendor and should take back the sofa and refund my money.
Final Consumer Response /* (4200, 11, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My ideal resolution is a full refund/return. However, I will compromise and keep the ottoman, despite the fact that they were purchased as a set. The ottoman was not removed from my household, so did not receive any damage by Leather Creations vendor and no manufacturer defects were noted with the ottoman. As far as Leather Creations' offer of $200 off the sofa goes, it hardly seems like a tenable offer of compromise. Standard industry practice is to offer discounts in the 50-70% range for scratch and dent products. %200 is approximately a 2.5% discount, even less than the discount offered on pristine furniture during sales.
Final Business Response /* (4000, 13, 2014/12/19) */
Leather creations can not offer any more of a concession at this time. We have made good faith efforts to rectify the situation, however if the customer will not accept our servicing the furniture and compensation, then there is nothing more leather a creations can do at this time. The furniture frame is covered by her lifetime warranty.
Leather Creations will move forward by sending a check to consumer for specified amount. Customer will have to contact us for service arrangements.
Initial Business Response /* (1000, 5, 2014/12/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted] entered into a non cancelable custom order with Leather Creation and the order was delivered and signed for in good condition...
at the time of delivery.
Customer called a few short weeks later to tell us that she noticed a zipper was broken. Although this was not noted on the delivery ticket we sent a technician to pick up the set and repair no questions asked. The technician made the repair and upon redelivery scuffed a wooden leg and a small area on the leather. Both of these are very simple minor repairs
Customer contacted Leather Creations to state she was not happy with a repair. At that time Mrs [redacted] was told that we could take care of the repair to her satisfaction but she was not accepting of that.
She asked for a refund and she was explained that this was not an option. She asked for a new piece of furniture instead as a resolution and although our policy is that orders are non cancelable we found a home as a floor model for the exact piece she had. So we called with the great news of giving her full store credit to start over and get a brand new piece of furniture and at that time she said she changed her mind and wanted a refund instead. We responded once again that a refund was not possible and that we would leave the offer of replacing her furniture for a predetermined time she was aware of. She was explained the unique situation in that we found a home for her set as a floor model because we had an immediate need. She was told that even though she rejected our offer for store credit that we would leave it open for a specific amount of time and that we had to move forward and make a decision for the floor model. She went many weeks past this time frame and the new floor model is already in the showroom her set was being consider for. At this time that window of opportunity has closed and we can not do anything with her set therefore we can only repair her set. Customer should rest assured that we will fix it properly using s different service company since she is unsatisfied with them and that her furniture will always be backed by our warranty. She will beed to contact [redacted] @ [redacted] to make arrangements to service. We would also like to send a nice leather bag as a concession for her inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that the company's response is adequate to compensate for what occurred. The merchandise was incorrect and defective upon first receipt. The company essentially took the couch away to correct manufacturer defects and returned what I would call a "scratch and dent" version of something I paid full price for. I was significantly inconvenienced while having to wait for replacement of the incorrect pillows they initially delivered and while I went for weeks having only half of a sofa in my home while the other half was being repaired. I was inconvenienced by being force to do much of the leg work to get the product corrected such as multiple phone calls to the store and repair vendor, taking pictures and send to the store to show the defects, driving the incorrect pillows to the store myself and dealing with cancelled and changed pick-up and delivery appointments after I took time out of my work day to ensure I was home. It was obvious that the company performing the zipper repair did not treat the furniture in a careful manner, damaging the leather, wearing the finish off of the legs and trying to disguise the leather damage. When he called to cancel a delivery date, the vendor admitted to tearing the leather on the arm, saying he would repair that particular damage over the weekend and deliver the item the following week. Also, I was told that the zipper repair required removal of the entire arm of the sofa. Given the poor treatment of the furniture as evidenced by visible and reported damage, I can't help but suspect that the work they did to reattach the arm would follow suit, hence my distrust of the stability of the product that was returned to me. In addition, given the treatment that I received from the company representatives, I was leery of the quality of any replacement they might send to me. As such, my feeling was that I should be able to return the sofa. Their "no cancellation" policy is not related to the damage that the company or its representatives inflict on the product. Finally, there are also some things in their proposed remediation that sounded suspect to me. The company would not agree to leave the current sofa with me until the replacement was delivered. I could only imagine that the plan was to make repairs to the item and return it under the guise of "new". It is also interesting that the company offered to remedy the situation via replacement when it was convenient for them but once it was not convenient for the company, the offer was no longer available. I would think that if replacing the furniture is the right thing to do, they would not put a cap on the time of that particular method of resolution. All in all, I feel that Leather Creations lacked integrity and failed to take appropriate responsibility for the actions of their vendor and should take back the sofa and refund my money.
Final Consumer Response /* (4200, 11, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My ideal resolution is a full refund/return. However, I will compromise and keep the ottoman, despite the fact that they were purchased as a set. The ottoman was not removed from my household, so did not receive any damage by Leather Creations vendor and no manufacturer defects were noted with the ottoman. As far as Leather Creations' offer of $200 off the sofa goes, it hardly seems like a tenable offer of compromise. Standard industry practice is to offer discounts in the 50-70% range for scratch and dent products. %200 is approximately a 2.5% discount, even less than the discount offered on pristine furniture during sales.
Final Business Response /* (4000, 13, 2014/12/19) */
Leather creations can not offer any more of a concession at this time. We have made good faith efforts to rectify the situation, however if the customer will not accept our servicing the furniture and compensation, then there is nothing more leather a creations can do at this time. The furniture frame is covered by her lifetime warranty.
Leather Creations will move forward by sending a check to consumer for specified amount. Customer will have to contact us for service arrangements.