Southern Motion, Inc.

Complaint: ***
I am rejecting this response because: My husband sent the pictures of the console and the left arm recliner to *** at ***'s 6/27/and she sent them to *** at Southern Motion that same day, from what she told us We still have the text messages with the pictures She has also said she has been in touch with this *** person a few times now I believe Southern Motion is trying to cover their tracks and not take responsibility for the delay in sending us the replacement pieces I don't appreciate being lied to
Regards,
*** ***

Repairs are possible on this piece and as per company warranty and policy, if repairs are feasible and responsible then that course of action will be offeredSouthern Motion reserves the right to repair prior to replacingIf the customer refuses to allow for repairs, there is nothing more Southern Motion can do for the customer

I didn't see anywhere in the complaint the style or cover number.If this is the bonded leather cover, we have a bonded prorate that we use and is driven by their date of purchase.If this is the case, the amount provided to the store is the correct amount allowed for the bonded leather.There is
nothing else that can be done

We work thru our retailers to facilitate claimsIf we've made an offer on our end to the store, then there is nothing more can or will do on your setWhat we allow is based on cost and not retailWhat the store chooses or doesn't choose to do after our offer is entirely up to themPlease work
thru the store for further resolutionWe can not quote against retail nor offer against retail as do not drive, suggest, nor garner retail fundsNothing further can or will be done without the store's involvement at all

Good morning Linda
I am replying to complaint # *** concerning their furniture in their rental property
We do have a one year warranty on parts and labor, and this is well outside this time frame
Southern Motion designed this
product for placement for residential use only Placement
in rental property, institutions or any other excessive application voids our warranty
We aren't selling the bonded leather as being better than leather, it is just an alternative
choice We at Southern Motion, did not falsely claim the love seat to be leather
There is nothing that we can do
Style: ***
Cover: ***
Serial # ***
Date Produced 4-07-
I hope you have a good week
*** *** ***
Customer Service Manager
Southern Motion, Inc

After only days of use falling apart power sofa and reclining chair paid This furniture is junk!!!

Please have the consumer to send the pictures to me and we will look at them ourselves According to the email thread the pictures is what is needed,Send the pictures to my email address

To all the reviews I have read that are complaints, and to all potential customers, I want to share my experience. I ordered two loveseats, one a rocker/recliner and the second one a recliner only on Aug. 8, 2015. They were delivered on Sept. 9, 2015. I was in [redacted] having a chemo treatment that day and a friend allowed them to deliver the loveseats. He instantly called me at [redacted] and stated they were of subquality and was afraid I would not want them. Within four days the arms were tilting out at the top which caused the bottom to push in and the footrest didn't fold in without getting out of the seat and pulling out on the arm while pushing the footrest in. There were many other issues too. I contacted the furniture store I had purchased it from, sent pics of numerous issues. He stated he would send a repairmen, for which he done for a total of four times. Through it all I tried to handle it in a diplomatic matter but became increasingly angered as the repairman stated repeatedly it was NOT repairable and apologized for the repeat returns. The salesperson stated from the onset that the pics were forwarded to Southern Motion and THEY refused to replace it. The salesman repeatedly said IT WILL NOT BE REPLACED. Finally, on Aug. 8, 2016, I contacted Southern Motion and spoke to [redacted]. I had tried, leaving messages for the area rep. [redacted], numerous times, for which he never returned a call, text, email, nothing. [redacted] asked me to email her pics for which I did. The salesman HAD NOT sent any info in regard of my purchase to them. The next day she sent an email saying the furniture store would be contacting me in the next day or do. The salesman contacted me the following day (two days total) and the order had been given to give me a credit and allow me to pick any brand, whatever I wanted. I want to say, I love the color and fabric of what I purchased and I don't feel that all their merchandise is of the quality I received. I do believe it is of a lesser quality than I would have purchased if I had been given accurate info from the initial visit. The salesman stated when I went back to pick out the replacement furniture that the company was a second quality furniture company. Don't know how he made that assumption; and if he believed it why would he sell that brand, and why didn't he divulge the info at the time I placed the order. I was on my way home from chemo the day I ordered it and explained I had major medical expense and needed something that would literally last me the rest of my life. I have much more ill feelings toward the furniture store than the company. So if you have an issue, go to the company, I am very pleased with the results. Note:. The reason for a low recommendation is not a reflection on [redacted] but on what I feel is poor quality control.

Complaint: [redacted]
I am rejecting this response because: I purchased new furniture and should not have to accept furniture that needs major repairs. I will not agree to the furniture being repaired and am willing to take this to social media and the courts if needed. I filed a complaint against [redacted] also but have not heard from the Revdex.com concerning the complaint. 
Regards, 
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This furniture started peeling and falling apart way back...I had attempted to contact [redacted] furniture in regards to assistance to get furniture fixed but received absolutely no help from them... No way to know who manufacturer was without brown furniture helping me...Not to mention have extended warranty which is still in effect since it is good for 5 years and it is not being honored... What good is frame parts to fix broken couch when all off the covering is peeled off and still peeling... this furniture is junk and this company should be ashamed to have manufactured something like this for trusting people to buy and then not back it up!!! Easy for them to say it is warrantied for a year, how convenient!! Just about the time when it is just starting to fall apart, warranty is done and extended warranty does not cover peeling... I still want some type of reimbursement or furniture... I feel violated...
Regards,
[redacted]

[redacted],I am sorry you are having problems with your furniture.  Neither your email nor claim has any information on what style or cover you purchased.  So let me respond to your complaints...1.) I was not in the store when you purchased it so I have no idea how it was...

represented.  Its a complaint you need to take up with the store.  2.) our warranty is 1 year on fabric and labor. However, we doubled that to 2 years because we recognize that there have been issues with certain bonded leathers. We don't recognize any extended warranty because we have nothing to do with that. That is an agreement between them and the store so it has no bearing on this issue. Its a profit center for certain retailers that we have no idea about.  Again, a problem you should have with the store.3.) Unfortunately, furniture goes in cycles and when a cover and/or style is not doing well then naturally our dealers want to replace it with something that will sell. Again I have no idea what fabric you have so I can't answer the question on whether its still available or not.  If it is still available, I will let you know and then you can choose how you would like to proceed.Therefore, until all the information is gathered there is nothing more I can do. Once I have all the information, then I can respond back with how Southern Motion will proceed with this claim.[redacted]

Hi my name is [redacted]. I am from [redacted]. I purchased a large sectional, with a recliner on each side. I purchased your brand from [redacted]. also located in [redacted]. I have had it for 2 1/2 years and it has literally fallen apart. I was so excited when I purchased it, it was beautiful. But by the end of the first year the arm had came apart leaving the staples hanging out of the side. The furniture company of course came and fixed it, but it has happened 3 more times since then. The underneath of the sectional has also fallen apart and the material looks like we have had it for 15 years. I work very hard for my money, that I spent on what I thought was great furniture, but the overall quality of this furniture has been very disappointing.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However,  I will do a final acceptance upon completion of the delivery and the work order.
Thank you
Regards,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:   My husband sent the pictures of the...

console and the left arm recliner to [redacted] at [redacted]'s 6/27/2016 and she sent them to [redacted] at Southern Motion that same day, from what she told us.  We still have the text messages with the pictures.  She has also said she has been in touch with this [redacted] person a few times now.  I believe Southern Motion is trying to cover their tracks and not take responsibility for the delay in sending us the replacement pieces.  I don't appreciate being lied to.
Regards,   
[redacted]

This claim is being reviewed with the store manager/owner and our sales rep who have discussed this previously. Once the report is sent in from them a final determination will be made. Thanks[redacted]

Complaint: [redacted]
I am rejecting this response because: I will not accept their response and will deal with them thru [redacted]. Thank you for your time.
Regards,
[redacted]

I have reached out to the store for their assistance. Claims must be worked back thru the store from which they're purchased, especially when they are within the 1st year's warranty. They have responded and I have given them instructions as to what we need here to review this fully. Hopefully they...

will retrieve the details I require and we can review in full here and work with the store to resolve the issue successfully.

I talked with Ms [redacted] today and obtained all the information from their retailer to offer a left side facing cut and sewn arm at no cost to her, however the labor would not be covered.  We have a 1 year warranty onparts and labor, however I did offer the parts at no charge and the labor...

is non negotiable.  This is all that we can do.Thanks,[redacted]

As previously stated, the customers warranty has expired with the exception of frame parts that can be sent to [redacted] Furniture in [redacted], ** for customer to pick up if ordered through the retailer.Refund for cost of furniture or replacement is denied.

The store the consumer purchased their furniture from was not disclosed in the statement.Please have the consumer to contact the retailer and have them to call Southern Motion.We will gladly review this with the retailer for all details.