Portsmouth Magazine

Complaint: 12684561 I am rejecting this response because:Ms. J***’s response to my complaint fails to state that Italmond offered to supply a pair of stretchers for each chair purchased because their chair legs break off with ordinary use. In addition, this offer would require a furniture expert to drill into each leg to insert the stretchers, therefore, shifting the responsibility of these chair leg breaking from Italmond to a third party. The labor cost to do this would have to be absorbed by me not them. Researching this aspect, I contacted several vendors about them drilling into each chair leg, which is thin and tapered, to insert the stretchers and glue them in. All of them stated that drilling into these chair legs to insert the stretcher would not work to stabilize the chair because it would weaken the thin tapered legs and NO ONE wanted that responsibility. Only one manufacturer offered to remove the existing legs if Italmond sent them four new legs for each chair including those that have not broken yet but are weak and ready to break and they would replace them with the new legs that they braced to be secure and strong but at a cost of $150. Per chair plus pick up and delivery fee. We ordered what we expected to be quality chairs and paid for them in advance of shipping, now we are expected to pay another $200 per chair with the pick and delivery fee because Italmond’s chairs were not manufactured to hold up to normal seating use and are unsafe because the legs keep breaking off. In March of 2017, I emailed Ms J [redacted] advising that none of the vendors would drill into their chair legs and be responsible for weakening the existing chair legs and I also included the vendor’s letter with their reason for not drilling into the existing legs as well as their solution to change all the legs with better bracing and the cost to do this to Ms. J [redacted] and she did not respond to the situationFor expensive, custom and quality chairs, they should last far past the one year warranty; the first chair broke within the warranty period and two subsequent chairs have broken within 18 months after that. Currently, the remaining chairs are loose, squeak and shift which are a precursor to them breaking as well. No one will sit in them and risk falling and injuring themselves and the client will not use them. I paid full price for these chairs and now I am expected to absorb the cost of the labor for bracing chairs that should have been braced securely, to begin with?It is hard to believe that custom chairs manufactured for 35 years without problems should currently have so many chairs breaking so easily in one order. Something in manufacturing had to have changed because it is more than coincidental that three chairs would break on one order within 18 months and as I stated, now all the remaining chairs are lost and seem ready to collapse as well. These chairs are unsafe for use and Italmond is responsible for this condition. They should have resolved this issue by refunding all monies to the customer or manufacturing new safe chairs for this customer at their expense.Regards, K [redacted]

I am responding to complaint #submitted to you by Interior DecisionsInterior Decisions purchased approximately thirty chairs from Italmond, three sustained the unfortunate leg damaged describedThe industry standard for warranties is one year and the three chairs were replaced compliant with the warranty termsThis chair has been in the Italmond line for over years and, prior to this, had not experienced any issues whatsoeverI informed them they had the option of adding stretchers to the legs for extra support, this enhances the structure and is commonly used in both commercial and residential env***mentsThis proposal came from the wood carvers that craft the frame, their design construction expertise of this chair merits trustworthiness that the stretchers can be successfully mountedI offered to make the stretchers, stain and ship all at my costInterior Decisions would be responsible for any costs incurred for everything pertaining to the installation, including all pickup and deliveryFurthermore, I projected fabricating the stretcher to the replacement chair in production at that timeThis would consequently assist their furniture repair company service on what exactly needed to be done, they declinedMy original offer still stands, I will create stretchers, custom stain and ship them to a local furniture repair company for installationInterior Decisions will be responsible for any costs incurred pertaining to the installation, including all pickup and deliverySincerely, B [redacted] Italmond Furniture

Complaint:
I am rejecting this response because: I have not agreed to any type
of resolutionI have not been
contacted by Italmond Furniture and the concerns
outline in my complaint have not been addressed or discussed As
outlined in my complaint I am seeking the return of deposits for goods that
were never manufactured $
Regards,
G*** ***

I am responding to complaint #12684561 submitted to you by Interior Decisions. Interior Decisions purchased approximately thirty chairs from Italmond, three sustained the unfortunate leg damaged described. The industry standard for warranties is one year and the three chairs were replaced compliant...

with the warranty terms. This chair has been in the Italmond line for over 35 years and, prior to this, had not experienced any issues whatsoever. I informed them they had the option of adding stretchers to the legs for extra support, this enhances the structure and is commonly used in both commercial and residential env[redacted]ments. This proposal came from the wood carvers that craft the frame, their design construction expertise of this chair merits trustworthiness that the stretchers can be successfully mounted. I offered to make the 30 stretchers, stain and ship all at my cost. Interior Decisions would be responsible for any costs incurred for everything pertaining to the installation, including all pickup and delivery. Furthermore, I projected fabricating the stretcher to the replacement chair in production at that time. This would consequently assist their furniture repair company service on what exactly needed to be done, they declined. My original offer still stands, I will create 30 stretchers, custom stain and ship them to a local furniture repair company for installation. Interior Decisions will be responsible for any costs incurred pertaining to the installation, including all pickup and delivery. Sincerely, B[redacted] Italmond Furniture

Complaint: 12684561
I am rejecting this response because:Ms. J[redacted]’s response to my complaint fails to state that Italmond offered to supply a pair of stretchers for each chair purchased because their chair legs break off with ordinary use. In addition, this offer would require a furniture expert to drill into each leg to insert the stretchers, therefore, shifting the responsibility of these chair leg breaking from Italmond to a third party. The labor cost to do this would have to be absorbed by me not them. Researching this aspect, I contacted several vendors about them drilling into each chair leg, which is thin and tapered, to insert the stretchers and glue them in. All of them stated that drilling into these chair legs to insert the stretcher would not work to stabilize the chair because it would weaken the thin tapered legs and NO ONE wanted that responsibility. Only one manufacturer offered to remove the existing legs if Italmond sent them four new legs for each chair including those that have not broken yet but are weak and ready to break and they would replace them with the new legs that they braced to be secure and strong but at a cost of $150. Per chair plus pick up and delivery fee. We ordered what we expected to be quality chairs and paid for them in advance of shipping, now we are expected to pay another $200 per chair with the pick and delivery fee because Italmond’s chairs were not manufactured to hold up to normal seating use and are unsafe because the legs keep breaking off. In March of 2017, I emailed Ms J[redacted] advising that none of the vendors would drill into their chair legs and be responsible for weakening the existing chair legs and I also included the vendor’s letter with their reason for not drilling into the existing legs as well as their solution to change all the legs with better bracing and the cost to do this to Ms. J[redacted] and she did not respond to the situationFor expensive, custom and quality chairs, they should last far past the one year warranty; the first chair broke within the warranty period and two subsequent chairs have broken within 18 months after that. Currently, the remaining chairs are loose, squeak and shift which are a precursor to them breaking as well. No one will sit in them and risk falling and injuring themselves and the client will not use them. I paid full price for these chairs and now I am expected to absorb the cost of the labor for bracing chairs that should have been braced securely, to begin with?It is hard to believe that custom chairs manufactured for 35 years without problems should currently have so many chairs breaking so easily in one order. Something in manufacturing had to have changed because it is more than coincidental that three chairs would break on one order within 18 months and as I stated, now all the remaining chairs are lost and seem ready to collapse as well. These chairs are unsafe for use and Italmond is responsible for this condition. They should have resolved this issue by refunding all monies to the customer or manufacturing new safe chairs for this customer at their expense.Regards,
K[redacted]

Italmond Furniture has reached an amicable resolution with Mr. K[redacted] regarding the above referenced complaint. Best regards, B[redacted] | VP Operations