[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:spending
"4,442.00" on ANY product should last more than 3 months without
falling apart. The Fabric that cannot withstand normal use has not been the
only issue with this furniture. To be clear, we have had the following issues,
all within the first year of owning the furniture, MOST within the first 3
months.
-
Nails coming out of furniture
-
holes in fabric at seams 1 on chair arm, 1 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 3 months of owning the furniture. If this is how it looks after 14 months. How will it look after 2 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 fixed. The reason we chose Sensenigs furniture over
any other furniture store, is because of their reputation in selling quality
furniture. Knowing we have 2 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 dogs. As already stated, we were
VERY clear about this goal when purchasing this furniture. Our dogs are well
behaved calm dogs who absolutely DO NOT abuse this furniture. The comparison of
the 25 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 preform. The 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 home. We take great pride in our home, and care
greatly for the things inside. I 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://[redacted]
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,
[redacted]
Date; May 23, 2017Dear [redacted]I'm writing in response to the letter we receive form you on S/22/17. Customer is complainingabout fabric durability. Sofa and loveseat fabric is a Crypton@ performance fabric that is a popular fabric.The chair and ottoman has fabric color change. This is also a...
fabric that is in the line for a iong time. We,and manufacturer are not aware of any history of durability complaints on either of the fabrics. Oursales team knows there is no warranty on our fabric. It was explained to [redacted], we do recommendfabrics to customers that have a good ratings and good history. As 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 aresoive. This 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 casings. Thecustomer'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 response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:spending
"4,442.00" on ANY product should last more than 3 months without
falling apart. The Fabric that cannot withstand normal use has not been the
only issue with this furniture. To be clear, we have had the following issues,
all within the first year of owning the furniture, MOST within the first 3
months.
-
Nails coming out of furniture
-
holes in fabric at seams 1 on chair arm, 1 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 3 months of owning the furniture. If this is how it looks after 14 months. How will it look after 2 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 fixed. The reason we chose Sensenigs furniture over
any other furniture store, is because of their reputation in selling quality
furniture. Knowing we have 2 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 dogs. As already stated, we were
VERY clear about this goal when purchasing this furniture. Our dogs are well
behaved calm dogs who absolutely DO NOT abuse this furniture. The comparison of
the 25 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 preform. The 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 home. We take great pride in our home, and care
greatly for the things inside. I 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://[redacted]
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,
[redacted]
Date; May 23, 2017Dear [redacted]I'm writing in response to the letter we receive form you on S/22/17. Customer is complainingabout fabric durability. Sofa and loveseat fabric is a Crypton@ performance fabric that is a popular fabric.The chair and ottoman has fabric color change. This is also a...
fabric that is in the line for a iong time. We,and manufacturer are not aware of any history of durability complaints on either of the fabrics. Oursales team knows there is no warranty on our fabric. It was explained to [redacted], we do recommendfabrics to customers that have a good ratings and good history. As 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 aresoive. This 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 casings. Thecustomer'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.