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] / [redacted] Style Definitions */
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 techI cleared the service ticket after talking to him Our customers recliner has a warranty and Schmitt Furniture will be happy to address any future concernsI 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 refundsi 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 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] / [redacted] Style Definitions */
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 techI cleared the service ticket after talking to him Our customers recliner has a warranty and Schmitt Furniture will be happy to address any future concernsI 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 refundsi will contact our customer and see if we can help further Thank you, [redacted] Owner