Rowe Fine Furniture, Inc.

We ordered a Rowe hide abed from a local furniture store in Sc with a velvet fabric. On arrival, Rowe reversed the fabric on the arm by mistake so that the one arm was smooth; the other arm shiny and rough. Our local store contacted [redacted], Sales Rep for our area about our complaint. Note the local store came to our home, took photos and confirmed that the fabric was put on backwards. [redacted] response was that the arms are suppose to be that way!!! $1500 was spent on this couch as we ordered the cloud mattress. Our local store is keeping the flawed couch and we ordered a different couch from another furniture line. We will never order from Rowe. This Rep is a poor representative of this Company and believe me we are telling everyone about it!

Review: I purchased a Rowe sofa a number of years ago. I have had a recurring problem of the sofa squeaking when sat upon. I have reported this problem numerous times over the years. While repair people have been sent out more than once, the problem keeps reoccurring. I got in touch with Rowe and they told me the sofa is out of warranty. I believe, that this problem was not fixed correctly while it was in warranty. It is the same, exact recurring problem. In my opinion Rowe is not standing by their product and keeps directing me back to the retailer. The retailer keeps directing me back to Rowe. My problem is not being solved. I have tried to work this out with Rowe to no avail.Desired Settlement: I am looking for a permanent repair that does not involve any cost on my end for any reason.

Business

Response:

First of all, I am sorry for the issues that the customer is experiencing and have listed the available options for the out of labor warranty claim.

I have reviewed this complaint and according to our records we were contacted in 2012 and we sent a regional repair technician to make the repairs on this sofa. We show no further complaints on this piece until recently. Our warranty is for labor for one year and we did pay the technician for the repairs for the 2012 repairs after the warranty had expired for in home service. We did offer to repair the piece here at the factory at no charge for labor or parts but the consumer would be responsible for transportation to and from the factory. The retailer would need to pickup the furniture and we would pickup and return to them and we would make the repairs at no charge. We also offered the option of sending parts and provided contact information for a regional repair technician but the customer would be responsible for the labor charges of the service technician.

Thank you and if you wish to pursue any of the above options, please have your retailer contact our customer service and reference our case #[redacted].

Consumer

Response:

I have reviewed the response offer 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 complained about this piece of furniture earlier than your records show. Whether or not the retailer, [redacted]s, forwarded all of the records to you is not something I can verify. My original complaint was while the furniture was in FULL warranty. Again, I'm not sure why Rowe and [redacted]s cannot seem to get together on this. Ultimately, however, I'm stuck in between two firms who can't seem to figure out a solution to a relatively simple problem.

The Rowe representatives have been rude and unhelpful every time I've tried to contact them. All I'm asking is that they stand by their product. I am not paying to transport a defective piece of furniture. This piece of furniture was defective from the beginning of my use of it. I should not have to pay anything to repair a sofa that was clearly a lemon from Day One. If [redacted]s is not sharing my records with Rowe then the fault should not lie with the customer.

I'm not asking for a lot here. I'm asking for the use of my sofa as advertised. I find it rather shocking that Rowe is unwilling to stand by the quality of their product.

Regards,

Review: In 2008 we purchased a "Leather" Rowe sofa and "Leather" Rowe Chair. I understand that there is a one year warranty. The Rowe Company advertised the product as Leather. It turns out the fabric is "Bonded Leather". Within four years, the covers were falling into shredded pieces. We thought we were purchasing leather that would age nicely. There are only two adults in the household and no pets. The Rowe company told us to go back to the retail store. This store offered us a discount on another purchase, but they are a small town store. Rowe offered to have us purchase replacement bonded leather cushions at a discounted price. We don't want to throw more money away on bonded leather. The sofa cost $1098 and the chair was $759.Desired Settlement: The total cost was $1807 before tax. We would like a percentage back so that we can purchase replacement furniture.

Business

Response:

I am very sorry you are having issues with your furniture. I did look at the catalog pages that were used for this furniture describing the material and the dimensions and this is what the catalog page said:

Features:

• Rich Pull Up Bi-cast Leather

• Rich Pull Up Bi-cast Leather

• Eco Friendly Tapered Wood Legs

Leg Finish: French Roast Leather

Dimensions:

Chair: 35"L x 33"D x 35"H

Sofa: 80"L x 33"D x 35"H

Seat Height: 19"

Seat Depth: 22"

Arm Height: 26"

Width Between Arms: 66"

Ottoman: 26"L x 19"D x 16"H

I show the pieces were listed as Bicast Leather in the materials provided to the dealer.

The Rowe Warranty for any material leather or fabric is for one year and your furniture is out of warranty but in order to try to help you with your furniture, we can send you new back pillow and cushions at no charge excluding shipping charges.

If you would like to order these, please contact us at @[redacted]@Rowefurniture.com.

Thank you,

Rowe Furniture

Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

See pictures of my Rowe Townsend pieces at http://www.yelp.com/biz/naturwood-home-furnishings-rancho-cordova

Review: My new rowe sofa aontains a non-reversable chaise cusion that was not sewn correctly and immediately started pulling away from the side piping. The sofa was delivered on 11/21/2014. I contacted the retailer January 2015 for assistance and they said they would procure a replacement. Today 1/20/15 I have been told ROWE would only replace the cover and not the cushion and that it is very difficult to install this cover on the chaise cushion myself. The retailer instructed me to bring the cushion to them (6 hour roundtrip drive) and I explained the cushion is too large for my vehicle. The retailer will not make a service trip. I asked if the replacement cover and cushion could be sent since this is a new sofa I have had less than 90 days and I was told ROWE will not do so to resolve the faulty product they sold to me.Desired Settlement: I want the entire cushion and cover (and the scotchgaurding I originally paid for) replaced and either shipped or delivered to me. If this is not possible I want ROWE to refund the purchase price and pick up their product. This is my 5th Rowe piece in 5 years and will now be my LAST.

Business

Response:

Mr. [redacted], I received a letter in the mail from the Revdex.com regarding a complaint you have for a cushion. I am sorry you are having an issue and want to help you resolve this but I need some information from you. I need to know the store you purchased this from, who you are dealing with at the store, your style number and/or serial number of the piece.Once I receive this information, I will be glad to help you.Thank you,[redacted]Director Customer ServiceRowe Fine Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Appointment is set for next week to have the technician replace the cover, still concerned that the cushion is not the right side, will know more when the cover is replaced.

Regards,

Review: On 1/21/12 I purchased a custom ordered Rowe sofa from [redacted] Furniture in [redacted] (serial number [redacted]) with a “Lifetime Warranty”. The “Lifetime Warranty” was advertised in clear, simple language and I would not have purchased the sofa but for the warranty as represented at the retailer.

The sofa was delivered with serious, pervasive manufacturing defects: most of the springs have become detached from the wooden frame. The sofa is now a total loss. Upon close inspection, it is clear that the springs were not appropriately fastened to the frame. More specifically, 1) the spring clips/fasteners were only half stapled to the wooden frame (the other half of the staples were just hanging out there in thin air), or 2) the spring clips/fasteners were stapled so close to the edge of the wooden frame that the wood splintered. Within the first year, several springs came loose. In the following years, more and more springs failed to the point where the sofa is no longer usable.

I filed a warranty claim with Rowe Furniture on 2/2/15 and received a reply from customer service the following day. Rowe represented that the springs were covered by the “Lifetime Warranty”, but that the attachment of the springs to the frame was only covered for “one year from the date of delivery”. Rowe customer service then referred me to a local shop where I could pay for the sofa to be reconstructed out of pocket. The representative did offer to provide new springs for free (plus shipping and handling), even though the springs are fine – they just aren’t attached to the front of the sofa.

A couple of points: The Rowe Furniture Inc. “Lifetime Warranty”, as advertised, is intentionally misleading as it, per the customer service representative, only covers these obvious manufacturing defects for one year. Or, the representative knowingly refused to honor the “Lifetime Warranty”, which clearly states that “Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.” The fact that this behavior is likely fraudulent (i.e., intentional rather than merely negligent) is supported by review of the “Customer Reviews” section of Rowe Fine Furniture, Inc.’s Revdex.com website, where other people have reported similar experiences. This complaint, coupled with the reviews from the Revdex.com website, demonstrate that Rowe knows it is producing defective merchandise, that customers are purchasing said merchandise with the understanding that it is covered by a “Lifetime Warranty”, and that Rowe systematically refuses to cover warranty claims under the “Lifetime Warranty” for said defective merchandise.Desired Settlement: Please honor the "Lifetime Warranty" by replacing the sofa (as ordered, with delivery) or by refunding the full purchase price (including sales tax and delivery) so that I can replace the sofa myself. Additionally, Rowe needs to adjust their policies for furniture sold under the "Lifetime Warranty" to cover the pieces for the lifetime of the furniture, and change promotional materials to clearly state that the warranty is only valid for one (1) year.

Business

Response:

We apologize for the issues you are having with your Rowe

sofa. According to the serial number,

this is a [redacted] sofa which was shipped from Rowe in March of 2012

to [redacted] Furniture in **. We show that

until now no claims have been filed on this piece. The Rowe Limited Lifetime Warranty only

covers labor charges for one year from the date of delivery to the consumer

therefore the labor warranty has expired.

After the labor warranty expires the customers are responsible for

contacting a repair technician and all labor charges. Rowe will provide any frame or spring parts

if needed for repairs under the warranty pending shipping charges and a copy of

your original sales receipt. Please note

we only warranty the original purchaser so we would require the sales receipt to

order any parts. If service technician

referral is needed we would recommend [redacted] at ###-###-####. I have attached a copy of our warranty that

can also be viewed on our website. Again

if the technician needs any warranted parts we will be glad to order them

pending shipping charges and sales receipt.

Consumer

Response:

I have reviewed the response offer 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 have rejected the response because:1 - If Rowe were to replace the parts that failed, Rowe would have to replace the entire frame and spring assembly. To be clear, the springs have become detached from the frame -- the springs are fine and do not need to be replaced. The frame itself has failed: this is what needs to be replaced. A copy of the original receipt is attached. During my correspondences with Rowe, Rowe only offered to replace the springs. 2 - Under civil code 1797.93, marketing materials using the term "lifetime" warranty, such as those displayed in the furniture store where I purchased the sofa, must clearly that state the effective life of the warranty. In this case, the effective life of the warranty is one year, considering that only the labor cost associated with the repairs are material to the overall warranty agreement. That is, a sofa such as the one I purchased costs more in labor to repair than it does to replace. Because the warranty only covers labor for one year, the warranty is in all material respects, a one year warranty. This was not " disclosed with such clarity and prominence as will be noticed and understood by prospective purchasers". In fact, the marketing materials were simply a [redacted]burst with language "lifetime warrenty". Please see civil code 1797.93 below for reference. 1797.93. If any warranty subject to this chapter, uses the term"lifetime," "life," or a similar representation to describe theduration of the warranty, then the warranty shall disclose with suchclarity and prominence as will be noticed and understood byprospective purchasers, the life to which the representation refers.Because Rowe failed to market its warranty as a one-year warranty, Rowe is obligated to either repair, it Rowe's expense, or replace the sofa. That said, I am open to working with Rowe to resolve the complaint through the Revdex.com process. As I said, I simply asked that Rowe stand behind their product and reputation by either repairing or replacing the sofa.

Regards,

Business

Response:

The Rowe Warranty is a Limited Lifetime Warranty and is stated as such. The springs or any frame parts required to make the repairs to your sofa will be sent at no charge to you but the labor would be your responsibility to make the repairs. We would make the repairs and supply the parts at no charge if the piece would be shipped back to the factory for repair but you would be responsible for the transportation costs.Please let me know if we can be of further help to you and if you wish to order the parts needed to make the repairs. Thank you,Customer ServiceRowe Fine Furniture

Consumer

Response:

I have reviewed the response offer 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.

ordered Rowe sofa from [redacted] (serial number [redacted]) with a “Lifetime Warranty”. The “Lifetime Warranty” was advertised in clear, simple language and I would not have purchased the sofa but for the warranty as represented at the retailer. The sofa was delivered with serious, pervasive manufacturing defects: the wooden frame has splintered, and most of the springs are no longer attached to the wooden frame. The sofa is now a total loss. Upon close inspection, it is clear that the springs were not appropriately fastened to the frame. More specifically, 1) the spring clips/fasteners were only half stapled to the wooden frame (the other half of the staples were just hanging out there in thin air), or 2) the spring clips/fasteners were stapled so close to the edge of the wooden frame that the wood splintered. Within the first year, several springs came loose. In the following years, more and more springs failed to the point where the sofa is no longer usable. I filed a warranty claim with Rowe Furniture on 2/2/15 and received a reply from customer service the following day. Rowe represented that the springs were covered by the “Lifetime Warranty”, but that the attachment of the springs to the frame was only covered for “one year from the date of delivery”. Rowe customer service then referred me to a local shop where I could pay for the sofa to be reconstructed out of pocket. The representative did offer to provide new springs for free (plus shipping and handling), even though the springs are fine – they just aren’t attached to the front of the sofa. A couple of points: The Rowe Furniture Inc. “Lifetime Warranty”, as advertised, is intentionally misleading as it, per the customer service representative, only covers these obvious manufacturing defects for one year. Or, the representative knowingly refused to honor the “Lifetime Warranty”, which clearly states that “Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.” The fact that this behavior is likely fraudulent (i.e., intentional rather than merely negligent) is supported by review of the “Customer Reviews” section of Rowe Fine Furniture, Inc.’s Revdex.com website, where other people have reported similar experiences. This complaint, coupled with the reviews from the Revdex.com website, demonstrate that Rowe knows it is producing defective merchandise, that customers are purchasing said merchandise with the understanding that it is covered by a “Lifetime Warranty”, and that Rowe systematically refuses to cover warranty claims under the “Lifetime Warranty” for said defective merchandise. Moreover, under civil code 1797.93, marketing materials using the term "lifetime" warranty, such as those displayed in the furniture store where I purchased the sofa, must clearly that state the effective life of the warranty. In this case, the effective life of the warranty is one year, considering that only the labor cost associated with the repairs are material to the overall warranty agreement. That is, a sofa such as the one I purchased costs more in labor to repair than it does to replace. Because the warranty only covers labor for one year, the warranty is in all material respects, a one year warranty. This was not " disclosed with such clarity and prominence as will be noticed and understood by prospective purchasers". In fact, the marketing materials were simply a [redacted]burst with language "lifetime warranty". Please see civil code 1797.93 below for reference. 1797.93. If any warranty subject to this chapter, uses the term "lifetime," "life," or a similar representation to describe the duration of the warranty, then the warranty shall disclose with such clarity and prominence as will be noticed and understood by prospective purchasers, the life to which the representation refers. My ask is simple: Rowe, stand behind your product and reputation by replacing the sofa.

Business

Response:

I have reviewed the response and Rowe provides a Limited Lifetime Warranty and that warranty includes labor, parts including shipping for one year from purchase. After one year the warranty includes parts at no charge excluding shipping and labor. Labor can be performed at the factory at no charge after the first year but the customer is responsible for the transportation to and from the factory. All of this is clearly specified in our warranty which can be viewed at [redacted] I would be glad to help with any parts needed and assistance in finding a repair technician or transportation to our factory to make the repairs. If you need any further assistance, please email [redacted]

Consumer

Response:

I have reviewed the response offer 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.

After reviewing the business's response, it does not appear that the business took the time to actually read the complaint. The sofa I purchased was inappropriately marketed with a "lifetime warranty" that was, in all material respects, a 1-year warranty. Based on the statute included in my complaint, Rowe is required to honor the warranty for, well, the lifetime of the sofa, not one year.

The relevant facts have not changed: 1) the sofa was sold with a tag/marketing marital that clearly said "lifetime warranty" in very large text. I purchased the sofa based on that marketing material; 2) The sofa had pervasive manufacturing defects, has fallen apart, and is no longer usable. It was poorly made and is a lemon. 3) The cost to repair the sofa exceeds the purchase price -- it's a total loss, which is likely why the company refuses to honor the warranty, as marketed at the point of purchase. Please refund the original cost of the sofa. The business' conduct in regards to my case has been outright "slimy" and is not representative of a company who produces quality furniture and values their customers. I do not believe the business possesses the required skills and reputation repair the sofa to the standard that a reasonable consumer would expect.** I would cation potential customers from bringing Rowe furniture into their home based on my experience. **

Regards,

In 2011 I purchased a Rowe sofa. Last week the frame broke to my surprise. I have never had this happen to any furniture I have owned before. Contacted the store I purchased it through and they took pictures and submitted it to Rowe to have it repaired. Well come to find out the only thing they will replace is the parts. Their warranty after 1 yr only covers parts. Really? They will not pay for the labor to fix the sofa as well as the shipping of the parts. Ridiculous! I can not believe that they will not stand by their product. If they do not agree to pay for the labor, they have lost a customer as I will never purchase anything through them again!!!

Review: I contacted the company on November 25, 2013 I left a message telling them that I needed The cleaning code for my couch so that the company guardsman would know what cleaning products could be safely used. I left all of the required information and my phone number. I did not hear back from this company. I called again on December 4, 2013 again I left all of the required information. Today Is December 20, 2013 and still I have not heard back from them. I am sure that being a furniture company they know how time is of the essence concerning stains and furniture. Because of the time that has been allowed to pass by the stain has set in. I can not safely clean it if I do not have the proper cleaning code that is not on the do not remove tag. The retailer that I purchased the couch from is no longer in business, this information was also left in the message.Desired Settlement: I would like a phone call with the correct cleaning code so that the stain on my couch can be removed, but because of the time that has been allowed to pass that may not occur. If that is the case I would like the couch recovered/repaired in that area. If that is not possible I would like a replacement.

Business

Response:

Ms. [redacted],