Salon 1

Complaint: [redacted] I am rejecting this response because: When we purchased the Sofiawe received a brochure for the leather warranty and it says Montage that is theonly thing we receivedWe have a form from montage that has our name on it fora claim in when we where having an issue (that never go fixed)I find ithard to belief that the brochure that was in the final receipt was incorrect I canonly submit to the people that I was provided wit; But if it was that would beon choice leather and the sales men who confirmed I would not have to worryabout anything I had a five year warrantyI am not asking for anything otherthan what was promised to me at the time of saleWith the information I wasprovided, that is all I can go off ofWhen I talked with Pat on the phone thesame day I submitted to Revdex.com, she was telling me I had another warranty company alltogetherThat is the 3rd different warranty company I am suppose tohave from the start Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Once again I would not pull a name out of a hat, I have a brochurewith my final receipt, I am sorry if someone gave me the wrong information but Ican only go off of what was providedI could have claimed my issues withanother company*** told me I had two different warranties in the time I talkedto herI feel like this is a scam a text book batch and switch and I am notgoing to let this gYour technician did call but could not agree on a time tocome out

At this point it is my understanding that the complainant submitted her optional leather warranty claim to a company (Montage) that Choice Leather has never done business with and obviously never sold any leather warranty package from Montage.So their lack of responsiveness would not be any fault of Choice Leather's since we've never had any connection to this company. Our optional leather warranties at the time of purchase in were provided by the Guardian company - I believe we have provided the complaint with Guardian's contact information and a copy of the warranty.Choice Leather's customer service manager agreed to have a technician, at our expense, contact the customer and set up an appointment to examine the issues regarding the connection of the sectional pieces. The technician's are third party private contractors and schedule their own appointments - since this matter just came to our attention for the first time this week, it's not unusual that the complainant has not been contacted as yet - especially with this being Easter weekend

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Again, we have never used Montage as a provider for optional leather protection warranty. You have no warranty with Montage - as least none from Choice Leather (other store's may use Montage).We have used Guardian for optional leather protection for over years.I'm puzzled why Montage keeps coming up when Guardian says you filed a claim in early that was denied (so obviously you were aware at that time that you purchased the optional protection thru Guardian not Montage). - we have obtained a copy of your claim and Guardian's denial from Guardian and would be happy to forward it to you if requested.The decisions Guardian makes are based on what is covered under their written warranty.As a courtesy our customer service manager *** *** recently send you a copy of Guardian's warranty - spelling out what is covered under their warranty.Additionally I understand our technician has already contacted you to schedule a visit to your home and address the problems you are having with the connectors on your sectional

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
*** *** *** ***
*** *** ***
***
*** ***10-16-2015Choice leather furnitureI emailed *** *** and told here there was a spot on the couch, that has been there since Jan2015. I even drove to the store and talked with her. She was suppose to have someone fix the problem and it was never done. The chair has a spot on it that is covered under warranty. Are you going to be able to send someone out to spray paint the spots? Ms*** said she was sending Beckers out to fix the spots and would cover them. When Beckers got here, they stated, “We are only here to take pictures.” “We are not fixing anything today.” *** was not truthful with me, if that is why Beckers was here. They did not fix anything. When I asked them questions, they would not answer.November, 2014, I was using the crypton leather/vinyl cleaner, (given to me, by choice leather), and a spot appeared, while I was cleaning one of the chairs. I am afraid to put anything on this furniture, because light spots appear. I think anyone would agree this is very, very unusual. Just like the spot on the couch and sofa. I called Pat, she sent someone to spray paint the the chair.Both chairs, have been used five times at the most. I do not have a complaint with the chairs or ottoman. Except where a worker at my house got some mud on the chair back. I used water to clean the furniture and did not even rub hard, when the leather started turning colors. Is that normal? I used the leather cleaner, given to me by choice leather and it put a streak in the leather. What am I suppose to do? I am afraid to use the furniture because a spot is going to be on the furniture when I get up. Is that normal? I do not think so. I am not abusing the furniture. If you buy furniture, are you not suppose to use it? Am I suppose to look at it and sit on the floor????????? I am even putting a blanket on the couch and it is still turning colors. The cushions are flatter than a pancake. ***, told me they were covered under warranty, and if they are, someone needs to fix them along with the two spots on the furniture. *** has a picture of the couch spot from Jan., 2015, that should be covered, under warranty

[redacted], our customer service manager will contact complainant  to get clarity on issues.We do show a closed customer service work order in our system from 2013 regarding some color lifting.At the time of the complaint the manufacturers warranty on the leather had expired (manufacturer's...

leather warranty is one year - complaint initiated  approximately 3 years after purchase ).  Complainant also mentioned in today's complaint regarding an optional leather warranty that was purchased that has a 5 years warranty - our records indicate this was discussed at the time of complaint in 2013.No where in our records do we show any mention of the the pieces not fitting together - again, the complaint we have was 3 years after delivery and at that time we show no mention of this problem in our records. Additionally the complaint says the complainant contacted us twice this month - we have no record of either call, and in fact show no contact with this business since 2013.  Perhaps the complainant means they contacted the company providing the optional leather warranty.Again, we will contact the customer to clarify the issues and provide assistance where possible.

The complaint is dated October 6, 2015 -the same day Becker Furniture Service went to the customer's home for acomplete examination of the furniture and provided a written report datedOctober 7, 2015 (a copy of their report is attached).  The fact that the same problem has resurfaced is...

extremely disconcerting - areview of this particular style of furniture covered in the same leatherrevealed that since 2010 we have sold 91 of the same sofas (this does notinclude love seats, chairs, recliners, sectionals and ottomans in the samestyle and leather).  We have not had problems like this with anyof these other orders.  Yet after ourcustomer service manager, [redacted], persuaded the manufacture to replace theoriginal sofa for this customer (replacement delivered earlier this year) –they are again having the same problems. So while we’ve had no previous problems of this kind and now, afterreplacing the original sofa for this customer, we have the same problem again withthe same customer. I think anyone would agree this is very, very unusual.Which brings us to the Becker's report (attached) - the Becker's areindependent furniture technicians who do repairs and inspection for a number offurniture retailers and are fully qualified to make an honest evaluation of thefurniture in question.  The report singles out every item the customerpurchased from Choice Leather and offers their professional opinion on each. Nowhere in the report is there any mention of any defects in materials orworkmanship by the manufacturer.  The report mentions normal wear andcustomer abuse.  The Becker's also included a number of photos in theirinspection report that show a sofa that has been used in a very hard manner andwith little or no maintenance performed.Regarding the optional leather protectionthat was purchased and referred to in the complaint – the customer was providedwith a copy of the warranty when they received the furniture.  The optional protection covers stains ordiscoloration caused by anything a person would eat or drink, ink, crayons,etc. It also covers accidental burns, punctures or tears.  This warranty covers accidents.  It does not cover normal wear and tear or thelack of normal maintenance.  An exampleof this would be the buildup that comes from body oils or where a person’s headrests on the back cushion – it was noted in a previous report that there was anexcessive build up where the head rests that any attempt to correct this wouldnot be effective because it had not been cleaned often enough to remove the buildup.  The effects (and build up) of body oils, hairoils or other chemicals, that might be on clothing for example, is not coveredunder any warranty in the furniture industry.Reading the Becker’s report and viewingtheir photos - and after reviewing photos of the sofa that Mrs. [redacted] was ableto get the manufacturer to replace with a new sofa earlier this year - everyindication is that the issues in question (including the first sofa) are normalwear resulting from very hard use and a lack of necessary maintenance.Here are the facts– 1. We’ve sold nearly 100 of the same sofasand have not had a single problem of this nature, yet this customer has had itTWICE.2. Becker Furniture Service report statesonly normal wear and tear and customer abuse.However, in an effort to leave no stoneun-turned – I am agreeable to sending the original sofa back to the manufacturerfor a complete inspection and evaluation in the factory where the furniture hasbeen manufactured (the original sofa is still at our delivery service’swarehouse and obviously from the pictures has the same issues).  We would review and share their findings. I have great respect for the Becker’s knowledgeand understanding of furniture and leather but would, at my expense, take thisextra to step.

Greetings -We are agreeable to send a leather technician (not the Becker's) to do touch up on the leather on the sofa.Additionally we will request that the factory send us new seat cores (the foam part) for the sofa.  We will have another technician change them out once they arrive from factory.  We will do all this at our expense - We ask that you please advise the leather technician as to the issues with the cleaning you have had so he can advise you specifically what to do and not to do going forward.Once we are advised by the Revdex.com that this is accepted we will move forward on having a leather technician contact you for an appointment and will order the seat cores for the sofa.Just to clarify - The manufacturer's warranty on leather is one year.  So, without any support from the manufacturer (and based on the findings in Becker Furniture Service's report) we will not be able to address any additional out of warranty issues or issues that are considered normal wear and tear and/or abuse, beyond the service we are agreeable to do now (listed above). Also, regarding the optional protection you purchased from Guardian that covers accidents - it is for 5 years, please read your warranty to know specifically what it covers (and does not cover) and the particulars you must adhere to (including the time allowed to report a covered incident) when filing a claim with Guardian.  Any Guardian claims must be filed directly with Guardian.As stated in my previous response, we have sold almost 100 of the same sofas in the same leather over a 6 year period and have had almost no issues (none regarding the leather coloring).  Artistic Leather makes a very good product. to carry in our stores.

Complaint: [redacted]
I am rejecting this response because:Ispoke with [redacted] at choice leather she said she would schedule a tech to come outand fix the problem areas but we have yet to hear back from her on a time ordate.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When we purchased the Sofiawe received a brochure for the leather warranty and it says Montage that is theonly thing we received. We have a form from montage that has our name on it fora claim in 2013 when we where having an issue (that never go fixed). I find ithard to belief that the brochure that was in the final receipt was incorrect I canonly submit to the people that I was provided wit; But if it was that would beon choice leather and the sales men who confirmed I would not have to worryabout anything I had a five year warranty. I am not asking for anything otherthan what was promised to me at the time of sale. With the information I wasprovided, that is all I can go off of. When I talked with Pat on the phone thesame day I submitted to Revdex.com, she was telling me I had another warranty company alltogether. That is the 3rd different warranty company I am suppose tohave from the start. 
Regards,
[redacted]