Restaurante Azul Histórico

Dear Revdex.com.I have been in contact with Mr*** regarding questioning the fabric on his chair We originally sent service to inspect the chair and submitted photos to our local factory representative for review We had the chair picked up and inspected by the factory rep and he then
visited the factory and shared his findings with the service department at the plantHe feels the material is made this wayI have met with the delivery team to confirm that the chair did not get wet when delivered We regularly deliver on rainy days and our delivery procedure is to pad wrap the furniture to protect it from the rain I have personally inspected the chair and have explained to our customer that the material shades and it is consistent all over verses spotty in certain areas Mr*** does not want the chair returned until we can solve his problem I have requested a sample of the fabric from the manufacturer to compare to the chair We should receive the sample with in a few days I have explained to our customer that I believe this is the way the fabric is made I have also explained that once the fabric sample has been received I will contact him so we can compare the sample to the chair in our warehouse I will call Mr*** when the sample is here at our store and invite him to compare the sample to the chair and show him the features and characteristics of the fabric.Respectfully,*** ***PresidentSchmitt Furniture CoInc

Revdex.com:
I have reviewed the response made by Mr*** in reference to complaint ID*** and find that this resolution would be satisfactory to me assumingthat he follows through with his resolution in a timely manner. As I havestated in previous emailsmy request is to either refund and return thesechairs or completely reupholster with new leather the areas that have beenglued together. As I have mentioned also in previous emails, one area didnot hold the glue/leather from the first or second attempt. The areas that did hold will I'm sure come apart as the chairs ageThe skins ofthese chairs have been taken off on numerous occasions by *** to re-stuffand repairThe completion time frame is my concern. Every contact we have had with*** Furniture required constant diligence on our part to get action. I've noticed through on-line, radio, and TV advertising that *** Furniturehas had several large *** sales events in the past several months. Having been a sales representative and account manager with a largeInternational firm for most of my career, I know that these events don't takeplace without consultation from a company representative. How long do weallow ***/*** to drag this on. Has the Representative beencontacted and where does it stand? I haven't heard anything from themrequesting the chairs be seen by this representative or from Mr***showing he has made the contact with *** confirming they have the leatherto reupholsterIn his previous response, he mentioned he was checking on theleather availability. That was over a month ago. If Mr*** isordering for the large sale event, I'm not sure why he wouldn't expect them toback the quality of their productThis would have been a great leveragingtool. You can see why I don't feel Mr*** is making a genuine effortto resolve this complaint. Words are easily sent back to the Revdex.comI havebeen trying since the beginning of May to get an answer from him and still havenothing I reserve the right to resubmit andrespond additionally to Revdex.com concerning this claim should Mr*** NOT followthru with his proposed solution. Based on my past experience with therepair/customer service department at ***...I feel his response was genericand really isn't confirming a solid plan to get this issue resolved. As asuccessful client of *** products for many yearsI'm sure he has theability to attain this information (dates, leather availability, etc). I look forward to hearing from *** Furniture in the very near future andwould like to request a one week time frame (October 2nd) to have a plan inaction
Regards,
*** ***

Dear Revdex.comOur customers request is still under review We have asked that our local *** Representative review the service history regarding the leather performance and are asking them again for help We may need to pick up the recliners for inspection with our *** Representative We will continue to help our customer as best as we can We are asking *** to warrant the leather beyond their one year warranty If we need to pick up the recliners for inspection we will contact our customer and schedule asap While the recliners are in our warehouse we will ask our leather repair techs to assist us in every way possible to satisfy our customers requests.Respectfully,*** ***

Dear Revdex.comI have reviewed the past service on the two *** recliners sold to our customer *** and have found that every concern our customer has called us on was taken care of other than the leather concern that we have recently attempted to repair Both recliners have a year warranty
on the leather and craftsmanship, to year warranty on the loose foam and seat core and a limited lifetime warranty on the wood frame, springs and mechanism During the first year we have sent our service to inspect concerns our customer had , ordered parts and had a factory authorized upholsterer sent back to their home to complete the service work Each service call was for a separate concern, all concerns were addressed locally There was no need to replace the recliners or have them sent back to the factory for repair The latest service call involved leather that was torn on the front of the arm and unfortunately the one year warranty on material had expired To my knowledge this is the first time we have received a call concerning the leather All previous service calls were comfort concerns regarding the padding in the seat or arms and have been taken care of successfullyWe scheduled service, to inspect the leather, took pictures and submitted a service request for assistance to *** We were told by *** that the leather is out of warranty We notified our customer and they were upset so we contacted *** again to ask for help We were denied I decided to pay a local leather repair company to address the concern and after he repaired the leather he advised us that the repair may not hold because he felt that the damage to the leather was caused from when the customer pulls up on the front of the arms to get out of the recliner The local repairman could not guarantee his repair because of the area of the repair and felt that the leather damage would happen again Several days later our customer called to inform us the repair did not work We asked the leather repair man to go back to the home and inspect his work He did and repaired the leather again We haven't heard whether the repair held or not, though since then we have received this Revdex.com complaint All product from all Manufacturers will wear depending on use and most furniture suppliers have some sort of warranty covering these issues if they occur The warranty period covering the leather and craftsmanship has expired on our customers recliners I will continue to contact *** and ask for assistance regarding their concern I have found that their are parts available and will ask the factory to ship them at no charge If our customer would be willing to share the cost of the local upholsterers repair possibly this may solve our concern Please keep in mind that the factory may deny us the leather for free I will do my best to keep the cost to a minimum and ask for a special favor from our upholsterer as well We must also note that if the leather damage is caused by pulling on the front of the arms that this damage will occur again in the future I will begin my additional research and contact our customer immediately regarding this possible solution.Respectfully,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like
to correct several of the points Mr[redacted] made in his response.The sections of leather that needed repair
were not in the front of the chair where we pulled to get out of the chair. Again, if Mr[redacted] would like to see the
pictures, I would be happy to forward. I
would also encourage him to reach out to Superior Interior (leather repair
company) to get an accurate description of the repair. The holes were in odd spots. It seemed the chairs seams were just falling apart (and/or the leather disintegrating). All
previous service calls did not pertain to strictly comfort issues. It is true that the padding on these chairs were
constantly compressing. We were told by
the repair man that manufacturing was required to change the stuffing material to meet federal guidelines. This new material doesn't hold it's shape/comfort
adequately. We wouldn't have purchased
if we had been told this. Of course, we
know this wouldn't be a selling conversation.
One
of the earlier service issues involved the front legs of one chair beginning to
cave in. The chair was taken into
[redacted] to be worked on for a week or soRespectfully,
Mr[redacted]
I contacted [redacted].
[redacted] did not contact them
to get additional support. In
fact, I have emails where [redacted] couldn't get a response from [redacted]
concerning my issues (this was after several e-mails to her). I called [redacted] to see if she was going to
respond to [redacted]. She confided that
she had lost my file with all information and pictures. The next day, I received a copy of her
response from [redacted] stating that she had sent picture and they were denying
our claim (again that I sent in to them
not [redacted] Furniture)! We had holes in probably 7-areas
picture
is not going to show this? No explanation of the prior work, etc No wonder
they denied the claim. You can see very
clearly in the pictures where the stitching just gave way and where the
alignment of the chair rubbed against the leather. Please check again with the leather repairman
[redacted] as to his feelings on the leather issues! Your
comment about whether the second repair held is also incorrect. I contacted [redacted] days after the 2nd
repair! This was in email form on August
7th. It showed pictures again
of what it looked like before and again following the 2nd leather
repair fix. The repairman shared with us
on his first trip that he does not guarantee his work! This will be an ongoing issue with these
defective chairs. If you would like for me to send you a copy of the e-mail that was sent to [redacted] I would be more than happy to provide it.Mr[redacted]
We paid $(with sale discounts) for recliners from your company We thought these recliners were top of the
line! My $recliners are now held together by glue and duct tape. I have had recliners last for years. In fact
the ones that we owned prior to
purchasing these were given to our children for use at their house after being
in use for over years.I sincerely
appreciate your offer to share the cost with us in repairing these chairs. But,
I do not want or feel I should have to put another cent into them! If you would like to reupholster these chairs
at your and [redacted]'s expense
that would be acceptable. I would also accept a refund for the chairs
(which would be preferable as we feel they are undeniably defective) Would you want $chairs held together
by glue and duct tape that has to be repaired every few months?
Keep in mind
Mr[redacted] that we only use these chairs months a yearThey are not getting
rough treatment. The holes in the chairs
are NOT from us pulling ourselves up and out of the them! I understand the federal guidelines now put
in place have made the stuffing in these chairs difficult to hold up and that
they are not held to the US standards (as they are made In another country)However, the [redacted] recliners we purchased
in our other home have held up well and I might mention that we paid ½ the
amount for them. Regards,[redacted]

Dear Revdex.comI have reviewed our customers complaint and have found that the day after delivery we were contacted and asked to inspect the recliner.  We scheduled an inspection right away.  We sent our Serviceman with the fabric sample to make sure it was correct and also looked at some seams...

as well as checked the foam on the inside back.  We took support pictures and the complete service inspection was reviewed with the Service Dept.  I too looked at the pictures with our Serviceman and the Service Manager.  it was determined that we would need to forward them to the manufacturer for further review.  We deemed the concern a comfort issue and a question regarding workmanship on the seams.  The factory approved their local factory authorized tech out of Louisville to make a service call to inspect the recliner.  He was contacted and sent out and found that the seams where in good condition and made a minor adjustment to the seat seam and found all other workmanship to be within factory specifications, he did make an adjustment to the foam on the inside back for the customer.  We corresponded several times between the service techs, the factory and the customer and apologize for the delays and missed calls between the Service Manger and our customer.  I personally spoke with the factory authorized tech after he inspected and made simple adjustments to the recliner, all of which were under warranty.  He expressed to me that the recliner is OK and he thought the customer had a comfort issue and now she is alright.  We do not clear service until we receive notice from the service tech. I cleared the service ticket after talking to him.  Our customers recliner has a warranty and Schmitt Furniture will be happy to address any future concerns. I will be happy to contact our customer and see if we need to come back out, though comfort concerns do not result in replacement or refunds. I will contact our customer and see if we can help further.  Thank you,[redacted]Owner

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The recliner that I have does not match the recliner comfort (since you like to use that word) that I sat in on the showroom floor. I did not receive the chair that I picked out. My son was with me when I ordered the chair. He agrees that its not the right chair. if this was the same as the chair on the showroom floor theirs noway we would have pick this chair.
Why would you assume I was ok with the repairs.  The last person (company repairman) left saying that they would contact the manufacture with the pictures. I was also told that the manufacture was going to be ask to replace the chair.  Now you just want to claim its a personnel comfort problem. Just a excuse to not fix the problem. This has being going on since April and y'all have not follow up on anything I was told.
Regards,
[redacted]