Pacific Lifestyle Furniture

Resolution:Customer purchase date On The customer called and let us know there was a problem with the reclining mechanism on the chairWe advised we would send a repair Technician out to make the repair (This is an outside company used by many of the furniture stores in the area and is authorized to perform warranty repairs) We also advised the Technician would be contacting them for an appointmentOn An email was dispatched to the Repair Technician who acknowledged he would be giving the customer a call for an appointmentOn The customer called and said he was not contacted by the Technician On We spoke to the Technician and he looked through his records and agreed he had missed calling the customerWe have been using this repair service for over years and this is the first time and appointment has been missed by this TechnicianOn For not being contacted in a timely manner by our outside repair service, we decided it was best to deliver to the customer a brand new chair Several attempts were made to contact the customer by phone and the voicemail was full We contacted the customer by email and a new chair was delivered to the customerOn the customer emailed Pacific Lifestyle Furniture that "I received the new chair thank you for carrying through"Situation resolvedThank you, Pacific Lifestyle Furniture

Resolution:Customer purchase date On The customer called and let us know there was a problem with the reclining mechanism on the chairWe advised we would send a repair Technician out to make the repair (This is an outside company used by many of the furniture stores in the area and
is authorized to perform warranty repairs) We also advised the Technician would be contacting them for an appointmentOn An email was dispatched to the Repair Technician who acknowledged he would be giving the customer a call for an appointmentOn The customer called and said he was not contacted by the Technician On We spoke to the Technician and he looked through his records and agreed he had missed calling the customerWe have been using this repair service for over years and this is the first time and appointment has been missed by this TechnicianOn For not being contacted in a timely manner by our outside repair service, we decided it was best to deliver to the customer a brand new chair Several attempts were made to contact the customer by phone and the voicemail was full We contacted the customer by email and a new chair was delivered to the customerOn the customer emailed Pacific Lifestyle Furniture that "I received the new chair thank you for carrying through"Situation resolvedThank you, Pacific Lifestyle Furniture

On 2.20.16 we receive an email from [redacted] stating simply "We bought a sofa set from you and we are already seeing wear in the leather. We need to get this taken care of"
We responded to [redacted] on 2.20.16 that it is an industry standard most manufacturers only warranty their sofa covers for 1...

year. However, they do offer longer warranties on frames and springs and cushions. 
Further more because this was a wear issue as stated by the customer, and not a defect issue, retail stores are not compensated by the manufacturer on such claims.
On 3.10.16 we received an email from [redacted] expressing his disappointment. He was immediately called on 3.10 to discuss other options and was asked to send pictures. 
On 3.15.16 we received pictures of what is normal wear on the welt portion of the sofa and on a corner caused by the friction of everyday use.
On 3.20.16 we responded to [redacted] via email that we will have a Leather Repair Technician contact him for an appointment to make the repair. 
Pictures from the customer are attached.