Sharp's Furniture Store, Inc

Review: I purchased three matching pieces of furniture from Sharp's Furniture in 2013. The pieces are a three cushion sofa, grand chair, and ottoman. Sharp's Furniture salesperson, [redacted] kept assuring me that Hallagan furniture was excellent quality, thus the high prices. I visited the store numerous times before purchasing and she kept highly recommending the Hallagan brand over other brands in their store. The grand chair and ottoman were special ordered to match the sofa I had already purchased and the grand chair and ottoman arrived 4/17/13. These three pieces were over $3,600 which is a substantial amount. I started my Spring Cleaning in February 2015 and noticed the arm of the grand chair (the grand chair is similar to a small sofa, it is 6" smaller than a loveseat, by the description and measurements I have from the manufacturer, copy is available if needed) fabric is ripping where the arm of the chair is attached to the back of the chair. I contacted Sharp's Furniture in February 2015 and they did send out two representatives to take pictures of the issue. I pointed out to them that the fabric on the chair arm that is ripping is much tighter than the other chair arm that has no issue. They said they had never seen a problem like this. They also stated within 2 weeks I would hear back from Sharp's Furniture.

Unfortunately, the lack of customer concern or service or quality is the reason for this complaint.

I did not receive a phone call from Sharp's Furniture. I have never had the courtesy of one phone call from Sharp's Furniture. I continued to call several times each month during March and April 2015. Each time I spoke to '[redacted]' who never provided his last name, and since there are two '[redacted]'s' at the store I experienced a run around each time I called. Each time '[redacted]' promised to call back with a resolution. Never did '[redacted]' follow through on his promise. Not one phone call. The last time I called was May 8, 2015, and '[redacted]' stated that Hallagan doesn't make this pattern fabric anymore, and Hallagan had decided that this problem was caused by the customer. He further stated that this fabric pattern has been discontinued. But he assured me that Sharp's Furniture would 'make this right'.

The decision by Hallagan was made without actually seeing the chair and viewing the tightness of the fabric on the arm where the fabric is ripping, or realizing that there are only two adults using the furniture, and now that they have been paid, actually thinking about 'CUSTOMER SERVICE' or following up on the reputation and quality of their furniture. There were many options they could have offered and did not.

'[redacted]' once again assured me that Sharp's Furniture would make this right. He said he would contact a furniture repairman to pick up the chair, and repair it at their expense. He again stated he would call me back the next week.

Of course, he never followed through on his promise. No customer service, no concern, no politeness, no fairness to the customer, not one phone call since I first contacted them months and months ago.

I did send a letter to Sharp's Furniture on May 28, 2015 since it had then been 20 additional days, with no phone call explaining my dissatisfaction with their broken promises and non-customer service.

I received back is a letter from Sharp's Furniture dated June 3, 2015 stating that Hallagan decided it is the customer's fault their furniture ripped and Sharp's will do nothing to resolve this issue. Due to the place the fabric is ripping It is unfathomable to me as to how this is not a manufacturing issue. Which I feel should be 'made right' by either the manufacturer or the store who sold this item.

By the way, about a month ago, I received a letter from Sharp's inviting me to come and spend more money at their store. It was odd that they would do that since it has been months of my requesting them to be fair and stand behind the products they sell. I already purchased furniture from them that they so 'highly' recommend and sell, and was not happy with the quality of the furniture. I would never recommend this store or Hallagan to anyone. It is obvious that they both don't care since they already have been paid.

Now I know why my co-workers in Washington, PA have been telling me they are not surprised by the total lack of customer service or quality furniture at Sharp's Furniture since they said they know other people who have not been happy with the service or quality in the past.

I wish I had known that before I purchased these items.Desired Settlement: I would be satisfied with a partial refund covering pick-up and repair so I can find to someone to repair this problem, or for Sharp's Furniture to follow through on their promise to make 'this right' and arrange pick-up and repair of this problem within a reasonable time frame. Not month after month of waiting, I am interested in Customer Service. This would be fair to the customer.

Additionally, I am not interested in speaking with '[redacted]' again. I would appreciate someone else from Sharp's Furniture contacting me to resolve this issue. I do not believe him to be credible or concerned at all. He has never tried to resolve this. Never one return phone call.

Business

Response:

Revdex.com complaint # [redacted]Customer purchased a Hallagan 701-GC-KV grand chair on February 27, 2013. The chair was delivered on 4/17/2013.On March 11, 2015 customer called Sharp's to say that the fabric on the right arm was torn and pulling away where the arm meets the back of the chair.On March 17, the service men from Sharp's inspected the chair in the customer's home and took pictures.The pictures and purchase Information was sent to Hallagan for review.Once the information was reviewed by Hallagan, Hallagan responded that the one year warranty on fabric was expired and that the fabric had been discontinued by the mill.On June 3, a letter was sent to the customer outlining this response from Hallagan.[redacted], Owner Sharp's Furniture Store 724-225-4160