Southern Motion, Inc.

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 on
parts 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]

Linda
 
A mechanism for this customer's [redacted] reclining chair has been ordered to ack # [redacted], eta 4/1 at the latest with a rush requested. 
 
Thank you,

Complaint: [redacted]
I am rejecting this response because:Not only have I contacted [redacted], Southern Motion has also done the same and the response from [redacted] Corporate office was the same to both parties. " We only cover the product if a warranty was purchased through us. If it falls under manufactures 1 yr warranty you must contact Southern Motion."
Regards,
[redacted]

What retailer was this purchased from? All claims must be worked back thru the store from which they were purchased?

The furniture should be repaired to meet Southern Motion standards.
The wedge is on order and should be shipped soon.

There is  a new console [redacted] on order number [redacted]  production date est. 9-26-16
font-family: arial, sans-serif; background-color: rgb(255, 255, 255);"> Dealer is waiting on pictures of the [redacted] and has been waiting since 6-27

[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]

Complaint: [redacted]
I am rejecting this response because:
Not only have I contacted [redacted], Southern Motion has also done the same and the response from [redacted] Corporate office was the same to both parties. " We only cover the product if a warranty was purchased through us. If it falls under manufactures 1 yr warranty you must contact Southern Motion."
Regards,
[redacted]

Southern Motion warranty is 1 year from date of purchase for parts and labor.
We do know the style number is[redacted], and ** but we do not know the cover number.
Without the cover number, I don't know whether we are dealing with, whether it...

is 
bonded leather or actually leather.
Their complaint that the underside of the furniture is not "finished" to their specifications of
what they think is except-able, note this is motion furniture and not stationary furniture.  All parts
underneath the motion furniture has to be able to move back and forth and a full cover is not 
possible for motion furniture.
 
According to the email they purchased this in 1/23 2010 and the problem starting occurring
in 8/15/2012, why would they wait 2 more years before complaining?
 
Information needed:
 
Serial Number:  (underneath the footrest on a white ticket the size of a credit card)
Cover Number:  (underneath the footrest on a white ticket the size of a credit card)
 
Thanks,
 
 
[redacted]

There is a 1 year warranty from customers date of purchase.  The cover is no longer available for cut and sewn parts and is outside any warranty date for peeling issues.Any parts that are needed for the wobbly frame could be sent to [redacted] Furniture n [redacted], ** for customer topick up at...

their location.Refund for cost of furniture or replacement is denied.

Southern Motion reserves the right to repair before replacing. While we understand your desire, it is more feasible under our warranty to repair the parts as we have offered. Southern Motion will not offer anything further at this time. Repairs need to be proceeded with according to our warranty....

For anything more than that the customer will need to discuss this with [redacted] and the store will need to contact Southern Motion.

I bought two Southern Motion love seat recliners in what they say is their best leather. NOT so. I have only had these recliners for less than two years and already they are showing wear spots. I have had other leather furniture for 15 years, with no wear whatsoever, so after spending more than $3,000 on this furniture I would NEVER recommend it to anyone. I spoke to the retailer who sold it to me and it is out of his hands. He submitted pictures of my faded spots to Southern Motion, who said there was nothing they would do about it. POOR customer relations. Not only will I never buy from them again but will warn anyone wanting to do so.

I purchased a sofa, loveseat & a rocker/recliner manufactured by Southern Motion which is supposedly their top leather. All 3 pieces have issues, such as frayed stitching, stitching that's coming out, nicked/scratched leather, foot rest doesn't stay up completely on sofa, crooked stitching & according to them it's within their guidelines. After a battle with [redacted]'s (where the set was purchased) the first set was being replaced. The second set arrived, all 3 pieces damaged-leather gone on loveseat back down to a white material, another spot on loveseat top of leather gone, stitching coming out of rocker/recliner armrest & spot on sofa looked as if leather was burnt. After speaking with customer service, it's apparent that they don't truly care about the customer & there is no quality control or the quality control people don't care!! I have pictures showing the poor quality of the furniture.

My parents bought a reclining sofa and two recliners made by Southern Motion. The bonded leather on the sofa is flaking and peeling off after only four years. PIECE OF JUNK. Do not buy from this company. For the price paid it should last AT LEAST 15 years. I have a leather recliner from Lazy boy...it is 25 years old and still looks great and works perfectly. My recommendation is go with Lazy Boy

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.

Bought three pieces, a couch and two recliners. While under warranty three problems were fixed now all three pieces are peeling in several places. I live by myself and use this furniture only occasionally. It is bonded leather. Anyone interested in a class action law suit?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This is Southern Motion's policy. All warranty issues are worked back thru the retailer the product was purchased from, in this case [redacted]. Perhaps they could visit the store location and ask them to call Southern Motion at that time. But claims are facilitated with the stores. We have offered to repair faithfully. If the customer refuses that is of course their choice, but there is nothing more we can do at this time since we are honoring our warranty. Any further complaints must be taken up with the store.

Complaint: [redacted]
I am rejecting this response because:  I am responding with pictures as requested by manufacturer that [redacted]'s sent to [redacted] at SM.  Please forward to them.  I still expect a full replacement of the left arm recliner and the console, not a repair!  There is no excuse for brand new furniture from a so-called reputable company to be defective after six months.  I don't even know why I purchased the extended warranty.
Regards,
[redacted]

After only 4 years of TLC the fabric on my sofa is cracked and peeling apart. I contacted the company and was told that my warranty is only for 1 year and there is nothing they can do for me.