Smith Funeral Home

Chair 1Replaced entire seat with new seat from manufacturerAdded foam to lower back per customer's requestAdded foam to the new seat I replaced per customer's requestChair 2Foam to lower back as requested by customerFoam to seat as requested by customerPoly fill to head rest as requested by...

customerThese issues are all comfort related issues and personal preference. The customer has pre existing medical dificulties causing pain and discomfort as apposed to deffective materials or Workmanship causing the problems.The customer asked specifically for all the repairs I did. I have been to the home at least 6 times and nothing more can be done to either chair to help with comfort.These recliners both work perfectly. They have powered mechanisms that work perfectly. All mechanical and electrical components on both chairs work perfectly.The customers both sat in these chairs for a period of time on our sales floor. They both felt the chairs offered support and comfort and decided to purchase them. I happily customized these recliners specifically to the customer's wishes using the best foam and fillng offered by my suppliers. I simply cannot do anything else to help this situation.I imagine there are very few retailers that will personally tailor out of the box furniture for their customers' specific needs. I imagine there are fewer retailers that will return to a customers home 6 times to do it.Chad E.Customer Service Manager

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Chair no. 1
        Chad is correct.  He did order a new seat for the chair, but the
replacement seat wasn’t any better than the original one.  It also sunk down low past the frame when you
sat on it.  He added additional foam to
the seat, but it did not fix the problem of the seat sinking down to the
frame.  I don’t think this chair was
assembled correctly when built.  The seat
of the chair should not sink down through the framing when sat on. Then [redacted] took
the back of the chair to adjust the lumbar region.  Not sure what he did with that, but now it is
as hard as a rock and when you try to adjust it, it protrudes out too far and
there is no support above it now in the shoulder area. My husband cannot sit in
for any length of time and cannot lay back in it because of the lumbar area
being too hard and sticking out like a big lump. Yes the mechanical power parts
work, but what good is this if the chair was not properly constructed at the
manufacture??   Sometimes there can be a flaw in manufacturing…it
just happens, and I believe that is what happened with this chair. It should
have been replaced from the start when it was first delivered. It was
definitely not right and did not sit the same as the one I tried out on the
sales floor at Keystone.
Chair no. 2
     [redacted] did put more
foam in the lower back of the chair, because the head rest was bending my head
forward too much. He said that bringing the lumbar area out more would help
with that.  It did not help. Yes he tried
a few different things after that to help with the headrest protruding out
further than the rest of the chair back and to get me situated in the chair
better, but nothing worked.  The last
time he was to our house to service the chair, he said he would come back and pick
up the seat to fill it with foam. He never did come back so when I hadn’t heard
from him I called Keystone and talked to my salesman, that very same day [redacted] called
and said he couldn’t do anymore for us. So the seat of the chair never did get changed
after that.  [redacted] said that the chair was
not a good fit for me.  If they knew
that, why did they try to fix it instead of giving me credit to get a different
one before they started to rip it apart?
 I do have some
medical problems but that has nothing to do with these chairs. We have always
had [redacted] chairs and have never had this kind of trouble. We never had to
have service men come to the house. They were always comfortable and worked
well. So I am not just a customer that likes to cause trouble and complain. We
have been buying [redacted] for over 50 years and never had any problems.
The chairs on the sales floor did sit nice, but the chairs
that were delivered were not the same. 
We cannot just sit back and be taken advantage of because we are retired
aging seniors. Chair 1 was not correctly framed and built from the start. We
should not be stuck with a chair that had manufacturer defects.  And chair 2 was not a good fit for me. And
with the changes that were made, it still is not right.   And the seat was not raised to see if it
might work a little better.
And yes, Comfort is a quality that people look for when
buying new furniture. And Yes I believe all retailers would want their
customers to be satisfied and would do what they need to make a sale right and
just. And if the chairs were manufactured correctly the retailer should not
have to make so many service calls.We are looking for a refund on chair #1 for obvious reasons
of manufacturer defects.
We would like a store credit for chair #2, as to find a
better fit for me. Or have you make some kind of effort to correct the
situation.  They are of no use to us as
they are.  We need to be compensated for
this lost.  Keystone has to take some
responsibility.
 When you pay over
$2000.00 for 2 chairs you expect them to be comfortable and of great quality. We
also expect the Retailer to stand behind their product.  You cannot expect us to be out $2,000.00 and
have useless chairs.  
Regards,
[redacted]