Skylar's Home & Patio

Review: Purchased new $1800+ gray couch in March 2013 from Skylar's. By December 2013 there was extensive damage to fabric on back of couch and pillows (re: fabric essentially disintegrating, leaving black marks on skin and clothing if touched, stuffing exposed. Left message with Skyar's customer service voicemail 12/21/13. Waiting approx. 1 week with no response back so we went into Skylar's to inquire and showed photos of couch damage to floor employee Les. Les advised us to email photos to [redacted] came out to my home 1/7/14 to survey damage. [redacted] said damage to sun exposure; said glass "magnified" light. [redacted] took photos and said he would contact manufacturer- would take 'a couple of days' to hear back from them. 1/16/14 I emailed [redacted] for an update. Manufacturer response was the same as [redacted]'s- saying it was related to sun damage and 'magnified glass'. Manufacturer said damage wasn't under warranty and would cost approx. $400 to reuphoslter. [redacted] agreed for Skylar's to pay this $400 and I agreed to pay $100 for shipping back to manufacturer. Couch picked up 1/28 for repairs. 2/7/14 received voicemail and email from [redacted] at Skylar's that due to extensive sun and pet damage manufacturer cannot repair couch as it requires an entire reuphosltery and fabric dye doesn't match. Skylar's recommending we purchase new couch. Note- in regards to the pet damage, I acknowledge there is pet damage. That was something I never asked for Skylar's to address so that should be a non-issue.

I never felt like Skylar's was on the customer's side with this. Couch last approx. 9 month. I purchased couch from Skylar's not the manufacturer. I am concerned by the manufacturer's response on cause of damage was exactly the same as what Skylar's said- did Skylar's already shut down our claim by giving their opinion to manufacturer? Last couch I had in that location was fine (as was the previous homeowners). Skylar's delivery men put the couch in that location and didn't mention anything like we should be concerned about sunlight coming through window may damage couch. I feel this was poor quality fabric. [redacted] also unprofessional at times- I felt he expressed frustration towards me asking for them to pay for reupholstering. His response was "you guys aren't broke". It was a constant run around with Skylar's about this couch and I was continually leaving messages for updates- can hardly ever get a live person to answer their phone. I am spending $400 to get windown line to help with UV ray protection as recommended by Skylar's. Now they just want me to purchase a whole new couch??Desired Settlement: I want the original agreement fulfilled that was made by Skylar's. To reupholster the couch where the fabric disintegrated- Skylar's to pay. Or I'd like to return the couch to Skylar's.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Hello,