Robert Miller & Son Furniture

[redacted] came in on a Friday and spoke to our salesperson, Justin H[redacted] about purchasing a sofa.  During the conversation, [redacted] expressed her concerns as she has a dog that, “constantly” urinates on her furniture.  The sofa [redacted] purchased is 100% polyester, which is...

the most durable fabric offered.  In addition to the strength of the fabric, [redacted] purchased a 10-year fabric protection that we apply in house (see attachment for warranty information).  Justin explained to [redacted] exactly how the warranty works.  Joel W[redacted] (general manager) also reiterated this information on June 18 or 19 when the customer came to the store to attempt to find resolution.    If your sofa becomes stained, soiled or torn, the first step is to blot/clean the area with dry sponge or clean white towel.  If that does not work, call the 800 number.  During the phone call, the service center will ask what soiled the sofa.  They will then make a recommendation on how to clean the fabric.  If that does not work, the service center will send out professional cleaners to remove the stain.  If the professional cleaners are not able to remove the stain, the service center is required to replace the sofa one time.      On June 18 or 19, Joel W[redacted] explained the above to [redacted].  During the conversation, [redacted] admitted that she did not call the 800 number.  When Joel inquired as to why she did not contact the 800 number she said, I do not want to have to call the 800 number every time my dog has an accident on the sofa.  Joel explained to the customer that she needed to follow the guidelines of the warranty in order not to void the warranty.  If, after dealing directly with Ultra-Shield, there has not been a resolution - at that time Robert Miller & Son would get involved.  At that point in the conversation, [redacted] said she would call the 800 number and proceeded to leave the business.   To the best of my knowledge, [redacted] never called the service center to report the stain.  [redacted] failed to exercise her responsibility in resolving this matter.  Once she saw the urine soak in the proper course of action was to blot the area with a clean dry rag and then call the service center.  This was explained to [redacted] prior to the purchase and multiple times after.  Since she failed to call the service center to report the staining (within 5 days of stain occurring), she has effectively violated the warranty and has no recourse with Ultra-Shield or Robert Miller & Son Furniture.    Please contact me is you need any additional information.  Thank you again and have a great day!      Sincerely,   Joel W[redacted] Store Manager P: 765.450.7254 F: 765.450.7258