[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:spending
"4,442.00" on ANY product should last more than months without
falling apartThe Fabric that cannot withstand use has not been the
only issue with this furnitureTo be clear, we have had the following issues,
all within the first year of owning the furniture, MOST within the first
months.
-
Nails coming out of furniture
-
holes in fabric at seams on chair arm, on sofa cushion
-
back cushions collapsing on all pieces
-
Severe fading on dark gray fabric
-
pilling/pulls on cushions - piping tearing off of cushionAll of this started within months of owning the furniture If this is how it looks after months How will it look after years, after 5, after 10??
Some
of these issues were addressed and corrected by Sensenigs, and some were not
It is my opinion that If you buy a quality product, this many issues should NOT
need to be addressed and fixedThe reason we chose Sensenigs furniture over
any other furniture store, is because of their reputation in selling quality
furnitureKnowing we have large dogs weighed heavily in our choice to go
with Sensenigs because we knew we wanted furniture that could withstand Large
dogs as well as cleaning as a result of these dogsAs already stated, we were
VERY clear about this goal when purchasing this furnitureOur dogs are well
behaved calm dogs who absolutely DO NOT abuse this furnitureThe comparison of
the years old recliner was simply to state that we have experiences with
other furniture brands that DO withstand heavier use, over longer periods of
time without any issues, and we do not have unrealistic expectations of how
this furniture should preformThe comment that our cushions were 'heavily
soiled with a strong odor' is a dramatic statement that paints an unfair
picture of the condition of our homeWe take great pride in our home, and care
greatly for the things insideI invite any person involved to come into our
home and see that it, and the things inside are clean and well cared for. Here are pics of the day we got the furniture and a few pics of how it looks today.https://***
At
this point we would be satisfied if the furniture were removed from our home,
and a 75% refund was offered. OR at the very least, the sofa back cushions repaired and the chair and Ottoman
were removed for 100% refund
Regards,
*** ***
Date; June 8, 2017Dear *** ***l’m writing in response to the letter we received from you on June 1st, l'm sorry to hear *** *** rejected our responseFollowing is our response to *** *** statements in the latest letterFeels was told "this fabric will hold up to large dogs”l’m going to say again, we recommend fabrics on basis of testing and historyThere is no guarantee of fabric, because it cannot be controlled how upholstery fabric is used in the homel don't know what *** *** heard at point of sale, but this is how we present durability of fabricsThis fabric *** *** selected comes in other colors, and this fabric is working well in many customers homes with no issuesWould have made a different choice if he would have knownthe fabric chosen is a "Performance Fabric”, it has a high rating in fabric durabilityWe are still recommending it to our customersNo Issues on yrold reclinerit is stated that the dog sleeps on this reclinerNo odor on yrold reclinerThe fabric seat casing brought here to return to mfgfor inspection, contained a lot of black hair, and had an odor of petsThis is not unusual with pets, but was clearly presentGreat Offence*** *** personally brought the seat casing here to our store to be sent to mfgfor inspection of the fabricl received it here at our front deskThe hair, oils, and odor were very evidentJason was in and out with no further conversationThis is not intended as a personal offence, but stating a fact.6. Spent $4,lasted months. Our records are, Sale Date; 4/27/16, PTotal purchase amount with sales tax $4,in response to customer bringing the seat cushion here with complaint of long fibers pulling out from fabric, we ask if beater attachment was used to remove pet hairThey claimed that was not the caseWe sent our sen/ice man out for an in home inspection, sent factory sales rep and our service man for in home inspection, and returned seat cushion casingto mfgfor inspectionWe have seen more damage to furniture fabric from removing pet hair than direct damage to fabrics from the pets themselvesWe have had customers brushing fabric with a stiff brush, or stiff sweeper attachments to remove pet hairFibers in fabrics can be damaged with stiff bristles or sweeper beaters.7. Return set to store to reupholster, sell for nearly new value. in our experience, it is more costly to recover current upholstered furniture than to produce new upholstered furnitureThe furniture is not in sanitary condition, furthermore, reupholstering is neither cost effective nor practical.8. Already taking business elsewhereWe do care about our product and how it preformsWe inspected this furniture in the customers home, sales repinspected in customers home, seat casing was sent to mfgfor further inspectionThere is no indication of defective fabricMfg. and Sensenig’s covered the costs of replacing the seat casings one time at no charge to thecustomer.We feel the fibers are somehow pulled out of the fabric (from some type of abrasion), in the customer's homeThis is not wear for this fabric, and we cannot refund/credit for this type of use.Sincerely,John S.President & Customer ServiceSensenig’s Furniture Inc
Date; May 23, 2017Dear *** ***I'm writing in response to the letter we receive form you on S/22/Customer is complainingabout fabric durabilitySofa and loveseat fabric is a Crypton@ performance fabric that is a popular fabric.The chair and ottoman has fabric color changeThis is also a
fabric that is in the line for a iong timeWe,and manufacturer are not aware of any history of durability complaints on either of the fabricsOursales team knows there is no warranty on our fabricIt was explained to *** ***, we do recommendfabrics to customers that have a good ratings and good historyAs stated in the complaint, the seatcushion fabric was replaced by manufacturer "at no charge to customer”The reasoning in replacing theseat cushion casings is if there was a defective bolt of fabric, replacing the seat cushions would be aresoiveThis is a good selling fabric, many bolts were applied to furniture in the time that lapsedbetween manufacturer date of the new furniture, and replacement date of the seat cushion casingsThecustomer's cushions had fibers pulled out of the fabric in a few months.in conclusion• The fabrics have a good history.•There is no warranty on the Upholstery fabric.• Our recommendation of fabric is based on a good history.• We are selling this fabric, and have not had any other issues.•Customer's fabric has oils in the fabric and a strong odor.Please also see attached, letter to customer, and list of events and customer service plan.Sincerely,John S.President & Customer ServiceSensenig’s Furniture Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:spending
"4,442.00" on ANY product should last more than months without
falling apartThe Fabric that cannot withstand use has not been the
only issue with this furnitureTo be clear, we have had the following issues,
all within the first year of owning the furniture, MOST within the first
months.
-
Nails coming out of furniture
-
holes in fabric at seams on chair arm, on sofa cushion
-
back cushions collapsing on all pieces
-
Severe fading on dark gray fabric
-
pilling/pulls on cushions - piping tearing off of cushionAll of this started within months of owning the furniture If this is how it looks after months How will it look after years, after 5, after 10??
Some
of these issues were addressed and corrected by Sensenigs, and some were not
It is my opinion that If you buy a quality product, this many issues should NOT
need to be addressed and fixedThe reason we chose Sensenigs furniture over
any other furniture store, is because of their reputation in selling quality
furnitureKnowing we have large dogs weighed heavily in our choice to go
with Sensenigs because we knew we wanted furniture that could withstand Large
dogs as well as cleaning as a result of these dogsAs already stated, we were
VERY clear about this goal when purchasing this furnitureOur dogs are well
behaved calm dogs who absolutely DO NOT abuse this furnitureThe comparison of
the years old recliner was simply to state that we have experiences with
other furniture brands that DO withstand heavier use, over longer periods of
time without any issues, and we do not have unrealistic expectations of how
this furniture should preformThe comment that our cushions were 'heavily
soiled with a strong odor' is a dramatic statement that paints an unfair
picture of the condition of our homeWe take great pride in our home, and care
greatly for the things insideI invite any person involved to come into our
home and see that it, and the things inside are clean and well cared for. Here are pics of the day we got the furniture and a few pics of how it looks today.https://***
At
this point we would be satisfied if the furniture were removed from our home,
and a 75% refund was offered. OR at the very least, the sofa back cushions repaired and the chair and Ottoman
were removed for 100% refund
Regards,
*** ***
Date; June 8, 2017Dear *** ***l’m writing in response to the letter we received from you on June 1st, l'm sorry to hear *** *** rejected our responseFollowing is our response to *** *** statements in the latest letterFeels was told "this fabric will hold up to large dogs”l’m going to say again, we recommend fabrics on basis of testing and historyThere is no guarantee of fabric, because it cannot be controlled how upholstery fabric is used in the homel don't know what *** *** heard at point of sale, but this is how we present durability of fabricsThis fabric *** *** selected comes in other colors, and this fabric is working well in many customers homes with no issuesWould have made a different choice if he would have knownthe fabric chosen is a "Performance Fabric”, it has a high rating in fabric durabilityWe are still recommending it to our customersNo Issues on yrold reclinerit is stated that the dog sleeps on this reclinerNo odor on yrold reclinerThe fabric seat casing brought here to return to mfgfor inspection, contained a lot of black hair, and had an odor of petsThis is not unusual with pets, but was clearly presentGreat Offence*** *** personally brought the seat casing here to our store to be sent to mfgfor inspection of the fabricl received it here at our front deskThe hair, oils, and odor were very evidentJason was in and out with no further conversationThis is not intended as a personal offence, but stating a fact.6. Spent $4,lasted months. Our records are, Sale Date; 4/27/16, PTotal purchase amount with sales tax $4,in response to customer bringing the seat cushion here with complaint of long fibers pulling out from fabric, we ask if beater attachment was used to remove pet hairThey claimed that was not the caseWe sent our sen/ice man out for an in home inspection, sent factory sales rep and our service man for in home inspection, and returned seat cushion casingto mfgfor inspectionWe have seen more damage to furniture fabric from removing pet hair than direct damage to fabrics from the pets themselvesWe have had customers brushing fabric with a stiff brush, or stiff sweeper attachments to remove pet hairFibers in fabrics can be damaged with stiff bristles or sweeper beaters.7. Return set to store to reupholster, sell for nearly new value. in our experience, it is more costly to recover current upholstered furniture than to produce new upholstered furnitureThe furniture is not in sanitary condition, furthermore, reupholstering is neither cost effective nor practical.8. Already taking business elsewhereWe do care about our product and how it preformsWe inspected this furniture in the customers home, sales repinspected in customers home, seat casing was sent to mfgfor further inspectionThere is no indication of defective fabricMfg. and Sensenig’s covered the costs of replacing the seat casings one time at no charge to thecustomer.We feel the fibers are somehow pulled out of the fabric (from some type of abrasion), in the customer's homeThis is not wear for this fabric, and we cannot refund/credit for this type of use.Sincerely,John S.President & Customer ServiceSensenig’s Furniture Inc
Date; May 23, 2017Dear *** ***I'm writing in response to the letter we receive form you on S/22/Customer is complainingabout fabric durabilitySofa and loveseat fabric is a Crypton@ performance fabric that is a popular fabric.The chair and ottoman has fabric color changeThis is also a
fabric that is in the line for a iong timeWe,and manufacturer are not aware of any history of durability complaints on either of the fabricsOursales team knows there is no warranty on our fabricIt was explained to *** ***, we do recommendfabrics to customers that have a good ratings and good historyAs stated in the complaint, the seatcushion fabric was replaced by manufacturer "at no charge to customer”The reasoning in replacing theseat cushion casings is if there was a defective bolt of fabric, replacing the seat cushions would be aresoiveThis is a good selling fabric, many bolts were applied to furniture in the time that lapsedbetween manufacturer date of the new furniture, and replacement date of the seat cushion casingsThecustomer's cushions had fibers pulled out of the fabric in a few months.in conclusion• The fabrics have a good history.•There is no warranty on the Upholstery fabric.• Our recommendation of fabric is based on a good history.• We are selling this fabric, and have not had any other issues.•Customer's fabric has oils in the fabric and a strong odor.Please also see attached, letter to customer, and list of events and customer service plan.Sincerely,John S.President & Customer ServiceSensenig’s Furniture Inc