Sofa Design

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like a full refund of my purchase because they did not stand behind the product. I explained to the owner after four days of having the chair that it was not sitting properly. I followed his instructions of what to do with the cushion and waited the full six weeks he told me it would take of sitting on the bottom of the cushion and the top to evenly distribute the foam. He lied in his response to you when he said he told me days. He ordered a new cushion because he said the original was defective.When I brought the cushion back to the store there was no food on it and it was not soiled, he lied again. I spoke with his son when I returned the cushion and I asked him had they ever had trouble before, he said yes it was common but they had to replace a cushion only once before mine. I asked him what would happen if the new cushion did the same thing and he said I was stuck they only replaced it once in ten years. The owner lied again and said I called him back about the second cushion I never did because his son told me they were not going to do anything else about it. I was never loud, rude or obnoxious, so I was really confused about the insulation that I was being unreasonable in requesting that they stand behind their product. At the same time I purchased the chaise I purchased two theater seats and I am very happy with those. I called them and asked them why they lied to you in the letter and the son answered the phone and said he did not write the letter and he did no want to be argumentative. Neither do Ijust want my money back for a product that is totally useless
Regards,
*** ***

Dear Sir/Madam,Sorry for the delay in my response as I have been on vacation and just recently returned.In a brief review, Mrs*** contacted the store to explain that her seat cushion on the chaise lounge she had purchased was not wearing evenlyI asked her to explainShe informed me that the
seating area was softening more quickly than where she rests her feet at the end of the chaise loungeI explained to Mrs*** that this is perfectly and that after a break In period (approx 60-days) the end of the chaise lounge would soften alsoShortly there after Mrs*** brought the cushion into the store to show meI found that my explanation was correct and that the seat area was softening due to the pressure of the full weight of the consumerWhich again, is normal, and the foot rest end of the chaise which holds very little weight during use was softening more slowlyAfter attempting to explain this several times, Mrs*** insisted that her cushion was defective and should be replacedTo satisfy her I agreed and ordered a new cushionI also explained that once the cushion is replaced that it would react the same way and would require a break in time to soften evenlyI also suggested that if she would like to speed this process along that she could either use both ends of the chaise evenly until the cushion evenly softened or remove the cushion, place it on the floor and walk on it with bare feet.When the new cushion arrived Mrs*** brought it in for us to place it in her seat casingThe seat casing was heavily soiled with food residueNormally we would ask the client to have an item cleaned before asking one of our employees to handle it , but given the history, the employee replaced the cushionAfter just a few days Mrs*** called to complain again that the seat cushion was not softening evenlyAgain it was explained to Mrs*** that the seat cushion would require a break in period to soften evenly.Attached, you will find a copy of the indention load deflection chart used by the foam industry.As you can see, it would be unreasonable to expect the cushion to break in in just a few days.As far as Mrs*** request for a full refund, I am sorry but her purchase was a custom order made specifically for her in her chosen fabric. As you know, from our business record, if there were a warranty issue here we would like to address itBut there is not.Sincerely,** ***Sofa DesignMidlothian TnpkRichmond,Virginia 23235804-379-

Dear Sir/Madam,Sorry for the delay in my response as I have been on vacation and just recently returned.In a brief review, Mrs. [redacted] contacted the...

store to explain that her seat cushion on the chaise lounge she had purchased was not wearing evenly. I asked her to explain. She informed me that the seating area was softening more quickly than where she rests her feet at the end of the chaise lounge. I explained to Mrs. [redacted] that this is perfectly normal and that after a normal break In period (approx 60-90 days) the end of the chaise lounge would soften also. Shortly there after Mrs. [redacted] brought the cushion into the store to show me. I found that my explanation was correct and that the seat area was softening due to the pressure of the full weight of the consumer. Which again, is normal, and the foot rest end of the chaise which holds very little weight during use was softening more slowly. After attempting to explain this several times, Mrs. [redacted] insisted that her cushion was defective and should be replaced. To satisfy her I agreed and ordered a new cushion. I also explained that once the cushion is replaced that it would react the same way and would require a normal break in time to soften evenly. I also suggested that if she would like to speed this process along that she could either use both ends of the chaise evenly until the cushion evenly softened or remove the cushion, place it on the floor and walk on it with bare feet.When the new cushion arrived Mrs. [redacted] brought it in for us to place it in her seat casing. The seat casing was heavily soiled with food residue. Normally we would ask the client to have an item cleaned before asking one of our employees to handle it , but given the history, the employee replaced the cushion. After just a few days Mrs. [redacted] called to complain again that the seat cushion was not softening evenly. Again it was explained to Mrs. [redacted] that the seat cushion would require a normal break in period to soften evenly.Attached, you will find a copy of the indention load deflection chart used by the foam industry.As you can see, it would be unreasonable to expect the cushion to break in in just a few days.As far as Mrs. [redacted] request for a full refund, I am sorry but her purchase was a custom order made specifically for her in her chosen fabric. As you know, from our business record, if there were a warranty issue here we would like to address it. But there is not.Sincerely,[redacted]Sofa Design10753 Midlothian TnpkRichmond,Virginia 23235804-379-5377

Review: I purchased a chaise and four days after it was delivered it started sinking down in the back. I contacted the store the owner told me to flip the pillow and if that didn't work bring it to the store and he would walk on it. He said it would take six weeks to evenly distribute. I brought the cushion part of the chase back to the store after six weeks because the problem was not resolved and they ordered me a new cushion and the same thing happened after four days. The owner's son said it was nothing more they could do about it because they would only replace it once in the ten year guarantee. I am left with a chaise that you can't sit in properly.Desired Settlement: I would like the company to refund me the cost of the chaise back, it is just a piece of furniture at this point taking up space in my home that no one can sit in comfortably.

Business

Response:

Dear Sir/Madam,Sorry for the delay in my response as I have been on vacation and just recently returned.In a brief review, Mrs. [redacted] contacted the store to explain that her seat cushion on the chaise lounge she had purchased was not wearing evenly. I asked her to explain. She informed me that the seating area was softening more quickly than where she rests her feet at the end of the chaise lounge. I explained to Mrs. [redacted] that this is perfectly normal and that after a normal break In period (approx 60-90 days) the end of the chaise lounge would soften also. Shortly there after Mrs. [redacted] brought the cushion into the store to show me. I found that my explanation was correct and that the seat area was softening due to the pressure of the full weight of the consumer. Which again, is normal, and the foot rest end of the chaise which holds very little weight during use was softening more slowly. After attempting to explain this several times, Mrs. [redacted] insisted that her cushion was defective and should be replaced. To satisfy her I agreed and ordered a new cushion. I also explained that once the cushion is replaced that it would react the same way and would require a normal break in time to soften evenly. I also suggested that if she would like to speed this process along that she could either use both ends of the chaise evenly until the cushion evenly softened or remove the cushion, place it on the floor and walk on it with bare feet.When the new cushion arrived Mrs. [redacted] brought it in for us to place it in her seat casing. The seat casing was heavily soiled with food residue. Normally we would ask the client to have an item cleaned before asking one of our employees to handle it , but given the history, the employee replaced the cushion. After just a few days Mrs. [redacted] called to complain again that the seat cushion was not softening evenly. Again it was explained to Mrs. [redacted] that the seat cushion would require a normal break in period to soften evenly.Attached, you will find a copy of the indention load deflection chart used by the foam industry.As you can see, it would be unreasonable to expect the cushion to break in in just a few days.As far as Mrs. [redacted] request for a full refund, I am sorry but her purchase was a custom order made specifically for her in her chosen fabric. As you know, from our business record, if there were a warranty issue here we would like to address it. But there is not.Sincerely,[redacted]Sofa Design10753 Midlothian TnpkRichmond,Virginia 23235804-379-5377

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like a full refund of my purchase because they did not stand behind the product. I explained to the owner after four days of having the chair that it was not sitting properly. I followed his instructions of what to do with the cushion and waited the full six weeks he told me it would take of sitting on the bottom of the cushion and the top to evenly distribute the foam. He lied in his response to you when he said he told me 90 days. He ordered a new cushion because he said the original was defective.When I brought the cushion back to the store there was no food on it and it was not soiled, he lied again. I spoke with his son when I returned the cushion and I asked him had they ever had trouble before, he said yes it was common but they had to replace a cushion only once before mine. I asked him what would happen if the new cushion did the same thing and he said I was stuck they only replaced it once in ten years. The owner lied again and said I called him back about the second cushion I never did because his son told me they were not going to do anything else about it. I was never loud, rude or obnoxious, so I was really confused about the insulation that I was being unreasonable in requesting that they stand behind their product. At the same time I purchased the chaise I purchased two theater seats and I am very happy with those. I called them and asked them why they lied to you in the letter and the son answered the phone and said he did not write the letter and he did no want to be argumentative. Neither do I. just want my money back for a product that is totally useless.

Regards,