*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** * *** *** *** *** *** *** *** ***
my apologies for not respondingthe day I sent my complaint to your office my daughter sent Schmitt an email addressing the problem and I received a phone call from the business apologizing for their lack of communication involving the deal and agreed to refund my deposit. Actually I received a second call the next day from a different member of the Schmitt family with more apologies...I received the refund a few days later.....thank you for your time and effort.%
Mr*** I have been in contact with your wife regarding the next steps needed to take care of your table topWe actually don't know if the finish is flawed or if something placed on table top may have caused the spotI agree our service tech inspected the top and attempted to buff the area to
remove the spot and made it worseThis procedure has worked in the past and it seems this attempt did not, causing the table tops finish to be unevenI spoke with Mrs*** on 9-18-and explained to her that the top will need to be refinished and if the area in concern was not a flaw and actually a spot caused by something other than the factory workmanship that Schmitt Furniture would share the cost of refinishing the topShe expressed to me that she felt that the tables finish was flawed vs caused by something in the homeI have also informed Mrs*** that Schmitt Furniture will contact the factory and see when the next truck is scheduled to our warehouse and have the table picked up for inspectionAt this time I will inspect the table top finish to determine if the spot is a factory flaw or notIf I am unable to determine the cause of the spot I will contact the factory representative to inspect the top with me and then contact Mrs*** to discuss my findingsI have explained to Mrs*** that I will try very hard to get the top refinished at no cost to her or Schmitt FurnitureWith her approval I will then send the table back to the factory to have it inspected, cause of spot confirmed, refinished and returned asapThe pick up, inspect, return to factory and refinish then return to customer process will take timeI have offered a loaner table to Mrs*** to use while waiting for her table to be returnedSchmitt Furniture has not denied service on the table, we are still in the process of determining how to take care of the tableI will be in contact with Mrs*** as soon as I know when the factory truck is scheduled to our warehousePlease call me with any questions you may have regarding this serviceThank you
*** ***
***
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.
While we understand what Mr. [redacted] has said in his response, we are very upset that the furniture began to have problems so soon after purchase. We are not convinced that the repairs will solve the problems, and that they will again show up shortly after repair. If the manufacturer “Best” puts out such shoddy products, then a reputable furniture dealer should either stand behind it and refund the value or force the manufacturer to take it back for a full refund. We purchased the sofa with a chair and ottoman in a matching set, and expect a full refund for the set.
Regards,
[redacted]
We are terribly sorry for the confusion regarding your special order Flexsteel leather recliners. We do everything possible to keep our customers informed while waiting for special order merchandise. We ask our Sales Department to give an estimate on shipping based off of the factories...
previous manufacturing and shipping experience. We make sure our contracts state and any handouts given express that Schmitt Furniture has no control over manufacturing and shipping though invite our customers to call and do a follow up on their order after 5 weeks of the date of the purchase. We immediately start tracking the order after it is placed and do our best to have current information available when our customers do a special order follow up. This particular order was placed immediately and all of the information we were given by Flexsteel seemed normal and we expected the recliners to be shipped within a reasonable amount of time. When Mrs [redacted] called the first time in early September the factory had given us an estimate ship date of mid to the end of October. I was informed that Mrs [redacted] was concerned and I asked our back office to track the order until it was received and update Mrs. [redacted] with new information as soon as possible. Unfortunately every bit of information we received from the factory from that day forward was wrong and we proceeded to inform Mrs. [redacted] incorrectly as well. Each time we attempted to get an update from the factory they pushed back the shipping information from mid to late October to November then December and now they are expecting the shipment to be in by the end of Jan. 2015. We found out that Flexsteel shares the manufacturing of the recliners between two plants and apparently lost the order which caused the production and shipping delay. We have always received good shipping information from Flexsteel in the past and feel that this was an isolated incident with Flexsteel. Since Flexsteel was not able to update us correctly which caused us to inform Mrs. [redacted] incorrectly we decided mid November to cancel the recliners and refund Mrs. [redacted]'s down payment. I spoke with Mrs. [redacted] shortly after and apologized to her for the confusion. Her refund check was mailed a few days later. We are extremely sorry for the way this was handled and will do everything possible to prevent this in the future.
Respectfully,
[redacted]
The sofa special ordered on 2-1-** and delivered on 3-13-** for $805.60 after discount and before tax comes with a warranty covering all of the [redacted]"s concerns. The emails received by [redacted] in the Sales Dept were passed on to the Service Dept...
and a service order was written on 8-19-**. Our records show several calls made, some not answered and some messages left regarding scheduling service to the home for an inspection of the sofa. After inspecting the sofa on 9-13-** our service tech did mention that when you sit on the front edge or the sides of the seat cushion your butt may cause the cushion core to break down. The tech also found that the sofa frame was making a noise, he did mention that this could be caused by loose screws, bolts or glue joints etc. and it would need to be picked up to determine where the noise is coming from so it could addresed is in our shop. Sofa frames make noise and these noises can be located and prevented fairly easily, this is not uncommon with furniture and does not mean the furniture is defective or of poor workmanship. The trucking to and from the customers home is free along with the manpower in the home and in our shop. The pick up and return should take a few days, most likely two to three days will be needed. All of the expense to manage the service concerns are covered under the factory warranty at no charge to the customer for one full year. Replacement cushion cores where ordered asap and have been received at our store. [redacted] was right when he apologized for the inconvenience, expressed to the [redacted]'s his appreciation for their patience regarding the service on the sofa and they are a valued customer. I feel the same way. He forwarded the emails to service and I did review the service inspect findings with our Service Manger and agreed on the proper action needed to get them taken care of, it seemed like routine service. I was also aware of the [redacted]'s request for a full refund and or credit, I did have the Service Dept pass the request on to the factory which they denied because we have never had the opportunity to address their concern. Before we decide that there is nothing that can be done we must first attempt to take care of the problem. If the problem continues to exist then we will have a service history that can be presented to the factory to see what they suggest. I have directed the Service Dept to share this information with the [redacted]'s. After being advised that they no longer wanted to speak to the Service Dept I then called Mr. [redacted] on 9-19-** and explained everything to him, I also told him I would personally inspect then sofa when it was in our warehouse. He said he would discuss this with his wife and get back with me. We received an email on 9-22-** from the [redacted]'s that they did not want service and they wanted a refund, the following day I received this Revdex.com complaint. We can not take back any product sold that is under warranty with out first servicing the product. This is an industry standard that all good factories and retailers practice. I have not been in contact with the [redacted]'s since I have received this complaint, we still want to offer service on their sofa. If we are allowed to pick the sofa up on a Thursday, inspect it on Friday we will be able to return it Saturday. Please let me know. Respectfully, [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 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]
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]
*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** * *** *** *** *** *** *** *** ***
my apologies for not respondingthe day I sent my complaint to your office my daughter sent Schmitt an email addressing the problem and I received a phone call from the business apologizing for their lack of communication involving the deal and agreed to refund my deposit. Actually I received a second call the next day from a different member of the Schmitt family with more apologies...I received the refund a few days later.....thank you for your time and effort.%
Mr*** I have been in contact with your wife regarding the next steps needed to take care of your table topWe actually don't know if the finish is flawed or if something placed on table top may have caused the spotI agree our service tech inspected the top and attempted to buff the area to
remove the spot and made it worseThis procedure has worked in the past and it seems this attempt did not, causing the table tops finish to be unevenI spoke with Mrs*** on 9-18-and explained to her that the top will need to be refinished and if the area in concern was not a flaw and actually a spot caused by something other than the factory workmanship that Schmitt Furniture would share the cost of refinishing the topShe expressed to me that she felt that the tables finish was flawed vs caused by something in the homeI have also informed Mrs*** that Schmitt Furniture will contact the factory and see when the next truck is scheduled to our warehouse and have the table picked up for inspectionAt this time I will inspect the table top finish to determine if the spot is a factory flaw or notIf I am unable to determine the cause of the spot I will contact the factory representative to inspect the top with me and then contact Mrs*** to discuss my findingsI have explained to Mrs*** that I will try very hard to get the top refinished at no cost to her or Schmitt FurnitureWith her approval I will then send the table back to the factory to have it inspected, cause of spot confirmed, refinished and returned asapThe pick up, inspect, return to factory and refinish then return to customer process will take timeI have offered a loaner table to Mrs*** to use while waiting for her table to be returnedSchmitt Furniture has not denied service on the table, we are still in the process of determining how to take care of the tableI will be in contact with Mrs*** as soon as I know when the factory truck is scheduled to our warehousePlease call me with any questions you may have regarding this serviceThank you
*** ***
***
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.
While we understand what Mr. [redacted] has said in his response, we are very upset that the furniture began to have problems so soon after purchase. We are not convinced that the repairs will solve the problems, and that they will again show up shortly after repair. If the manufacturer “Best” puts out such shoddy products, then a reputable furniture dealer should either stand behind it and refund the value or force the manufacturer to take it back for a full refund. We purchased the sofa with a chair and ottoman in a matching set, and expect a full refund for the set.
Regards,
[redacted]
We are terribly sorry for the confusion regarding your special order Flexsteel leather recliners. We do everything possible to keep our customers informed while waiting for special order merchandise. We ask our Sales Department to give an estimate on shipping based off of the factories...
previous manufacturing and shipping experience. We make sure our contracts state and any handouts given express that Schmitt Furniture has no control over manufacturing and shipping though invite our customers to call and do a follow up on their order after 5 weeks of the date of the purchase. We immediately start tracking the order after it is placed and do our best to have current information available when our customers do a special order follow up. This particular order was placed immediately and all of the information we were given by Flexsteel seemed normal and we expected the recliners to be shipped within a reasonable amount of time. When Mrs [redacted] called the first time in early September the factory had given us an estimate ship date of mid to the end of October. I was informed that Mrs [redacted] was concerned and I asked our back office to track the order until it was received and update Mrs. [redacted] with new information as soon as possible. Unfortunately every bit of information we received from the factory from that day forward was wrong and we proceeded to inform Mrs. [redacted] incorrectly as well. Each time we attempted to get an update from the factory they pushed back the shipping information from mid to late October to November then December and now they are expecting the shipment to be in by the end of Jan. 2015. We found out that Flexsteel shares the manufacturing of the recliners between two plants and apparently lost the order which caused the production and shipping delay. We have always received good shipping information from Flexsteel in the past and feel that this was an isolated incident with Flexsteel. Since Flexsteel was not able to update us correctly which caused us to inform Mrs. [redacted] incorrectly we decided mid November to cancel the recliners and refund Mrs. [redacted]'s down payment. I spoke with Mrs. [redacted] shortly after and apologized to her for the confusion. Her refund check was mailed a few days later. We are extremely sorry for the way this was handled and will do everything possible to prevent this in the future.
Respectfully,
[redacted]
Dear Revdex.com & Mr. [redacted]
The sofa special ordered on 2-1-** and delivered on 3-13-** for $805.60 after discount and before tax comes with a warranty covering all of the [redacted]"s concerns. The emails received by [redacted] in the Sales Dept were passed on to the Service Dept...
and a service order was written on 8-19-**. Our records show several calls made, some not answered and some messages left regarding scheduling service to the home for an inspection of the sofa. After inspecting the sofa on 9-13-** our service tech did mention that when you sit on the front edge or the sides of the seat cushion your butt may cause the cushion core to break down. The tech also found that the sofa frame was making a noise, he did mention that this could be caused by loose screws, bolts or glue joints etc. and it would need to be picked up to determine where the noise is coming from so it could addresed is in our shop. Sofa frames make noise and these noises can be located and prevented fairly easily, this is not uncommon with furniture and does not mean the furniture is defective or of poor workmanship. The trucking to and from the customers home is free along with the manpower in the home and in our shop. The pick up and return should take a few days, most likely two to three days will be needed. All of the expense to manage the service concerns are covered under the factory warranty at no charge to the customer for one full year. Replacement cushion cores where ordered asap and have been received at our store. [redacted] was right when he apologized for the inconvenience, expressed to the [redacted]'s his appreciation for their patience regarding the service on the sofa and they are a valued customer. I feel the same way. He forwarded the emails to service and I did review the service inspect findings with our Service Manger and agreed on the proper action needed to get them taken care of, it seemed like routine service. I was also aware of the [redacted]'s request for a full refund and or credit, I did have the Service Dept pass the request on to the factory which they denied because we have never had the opportunity to address their concern. Before we decide that there is nothing that can be done we must first attempt to take care of the problem. If the problem continues to exist then we will have a service history that can be presented to the factory to see what they suggest. I have directed the Service Dept to share this information with the [redacted]'s. After being advised that they no longer wanted to speak to the Service Dept I then called Mr. [redacted] on 9-19-** and explained everything to him, I also told him I would personally inspect then sofa when it was in our warehouse. He said he would discuss this with his wife and get back with me. We received an email on 9-22-** from the [redacted]'s that they did not want service and they wanted a refund, the following day I received this Revdex.com complaint. We can not take back any product sold that is under warranty with out first servicing the product. This is an industry standard that all good factories and retailers practice. I have not been in contact with the [redacted]'s since I have received this complaint, we still want to offer service on their sofa. If we are allowed to pick the sofa up on a Thursday, inspect it on Friday we will be able to return it Saturday. Please let me know. Respectfully, [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 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]
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]