Speedy Furniture of Cranberry

[redacted] purchased merchandise from our location September 5, The customer came into the store on March 9th and told us that his sofa is much softer on one side vsthe otherHe informed us no one sits on the sofas at all but him and that he sits in the same spot every day and couldn’t understand [redacted] stopped into the store on March 9th and told us that his sofa is much softer on one side vsthe other He informed us no one sits on the sofas at all but him and that he sits in the same spot every day and couldn’t understand why the side he sits on feels different than the other areas on his sofas The customer was advised that all sofas cushion/padding will soften with use and that is why the other areas may feel firmer now than the area he sits in all the time vsthe areas unused We told him we would make contact with the manufacturer, [redacted] Furniture, to inquire about a warranty claim of their product We were told that cushion wear was not covered under their warranty and any claim would be denied They referenced their warranty card which was on each sofa [redacted] purchased According to the manufacturer’s warranty card: “All seat cushion cores in both unattached cushioning and attached cushioning will soften with use and will conform to the shape of the user This shall be considered wear and shall not be considered a loss of resiliency or a material manufacturing defect.” Even though the issue he had with the sofa is not a warranty claim or manufacturing defect, but a direct result of the customer sitting habits, we told him we would fix it at our expense as a customer service to him He was advised on 3/that we would order parts immediately and that it appeared from his description he would need a hand sewn part While some replacement parts are often received within a couple of weeks we advised the customer hand sewn items usually take weeks or more and we would call him as soon as the parts came in and Cliff M***, the upholsterer, would contact him directly to set up a time to replace that piece that would fit the customer and his schedule We also asked the customer to send pictures to verify the issue and parts needed No pictures were ever received from *** The parts ordered were received in weeks and days The customer was called numerous times during the period we were waiting for parts We did speak with him a few times and a few times we had to leave a voicemail When the upholsterer went to the customer’s home Cliff advised all parties that he recommended replacing a second part to make sure the padding felt equal on both sides We wanted to make sure that what we were doing was going to correct the what the customer didn’t like so we opted to order a second part, again at our expense, to make sure he was satisfied with the result To be clear, we did not order an incorrect part and I communicated that to *** After the second part was received the upholsterer went to the customers home to repair the sofa The customer’s mother was there and she informed the upholsterer they felt that all seating areas of both sides needed changed and that the memory foam mattress he purchased had issues also because when you lay on it the memory foam pushes down slightly (Again, it is for memory foam to conform to the customer’s body and then rise back into place when no one is laying on it.) Cliff advised that he would prefer to replace all parts in both sides of the sofa at the same time to make sure the customer was satisfied which would again require ordering additional parts The upholsterer advised ***’s mother the proper course of action and said he would come back when the second set of pads were received We made several attempts to contact [redacted] to advise We have been working hard to go out of our way to fix something for our customer for a non-warranty claim We always try to handle customer issues as quickly as possible; but we are at the mercy of third party manufacturer’s availability of parts as well as a customer correctly identifying the issue to be repaired Cliff and I have been trying to arrange for the actual replacement of seat cushions since early June with ***, but he will not answer calls or return messages [redacted] called and spoke to a part time employee on July 6th and threatened additional action if he did not get resolution of his complaint by Monday July 10th Since our calls had not been returned prior to this we emailed him on July 9th again offering to pick up the original power sofa the customer wanted repaired and redo the padding We were clear that we were still willing to do so at our expense and even told him we would pay one of our delivery crews to pick it up and return it to him at our expense Our delivery crew left a voicemail for him on July 9th asking to set up a time to pick up the sofa We never received a response to our email nor did the delivery crew receive a return call from *** He is more interested in causing issues than resolving problems We are still willing to pay for the upholsterer to change out the cushions, but we need ***’s cooperation to arrange a day and time with Cliff We hope this helps Regards, Mark & Tiffany K***

[redacted] purchased merchandise from our location September 5, 2016.   The customer came into the store on March 9th and told us that his sofa is much softer on one side vs. the other. He informed us no one sits on the sofas at all but him and that he sits in the same spot every day and...

couldn’t understand ...[redacted] stopped into the store on March 9th and told us that his sofa is much softer on one side vs. the other.  He informed us no one sits on the sofas at all but him and that he sits in the same spot every day and couldn’t understand why the side he sits on feels different than the other areas on his sofas.  The customer was advised that all sofas cushion/padding will soften with use and that is why the other areas may feel firmer now than the area he sits in all the time vs. the areas unused.  We told him we would make contact with the manufacturer, [redacted] Furniture, to inquire about a warranty claim of their product.   We were told that cushion wear was not covered under their warranty and any claim would be denied.  They referenced their warranty card which was on each sofa [redacted] purchased.  According to the manufacturer’s warranty card: “All seat cushion cores in both unattached cushioning and attached cushioning will soften with normal use and will conform to the shape of the user.  This shall be considered normal wear and shall not be considered a loss of resiliency or a material manufacturing defect.”   Even though the issue he had with the sofa is not a warranty claim or manufacturing defect, but a direct result of the customer sitting habits, we told him we would fix it at our expense as a customer service to him.  He was advised on 3/9 that we would order parts immediately and that it appeared from his description he would need a hand sewn part.  While some replacement parts are often received within a couple of weeks we advised the customer hand sewn items usually take 6 weeks or more and we would call him as soon as the parts came in and Cliff M[redacted], the upholsterer, would contact him directly to set up a time to replace that piece that would fit the customer and his schedule.  We also asked the customer to send pictures to verify the issue and parts needed.  No pictures were ever received from [redacted].      The parts ordered were received in 6 weeks and 5 days.  The customer was called numerous times during the period we were waiting for parts.  We did speak with him a few times and a few times we had to leave a voicemail.  When the upholsterer went to the customer’s home Cliff advised all parties that he recommended replacing a second part to make sure the padding felt equal on both sides.  We wanted to make sure that what we were doing was going to correct the what the customer didn’t like so we opted to order a second part, again at our expense, to make sure he was satisfied with the result.  To be clear, we did not order an incorrect part and I communicated that to [redacted].   After the second part was received the upholsterer went to the customers home to repair the sofa.  The customer’s mother was there and she informed the upholsterer they felt that all seating areas of both sides needed changed and that the memory foam mattress he purchased had issues also because when you lay on it the memory foam pushes down slightly.  (Again, it is normal for memory foam to conform to the customer’s body and then rise back into place when no one is laying on it.)  Cliff advised that he would prefer to replace all parts in both sides of the sofa at the same time to make sure the customer was satisfied which would again require ordering additional parts.   The upholsterer advised [redacted]’s mother the proper course of action and said he would come back when the second set of pads were received.  We made several attempts to contact [redacted] to advise.   We have been working hard to go out of our way to fix something for our customer for a non-warranty claim.  We always try to handle customer issues as quickly as possible; but we are at the mercy of third party manufacturer’s availability of parts as well as a customer correctly identifying the issue to be repaired.     Cliff and I have been trying to arrange for the actual replacement of seat cushions since early June with [redacted], but he will not answer calls or return messages.  [redacted] called and spoke to a part time employee on July 6th and threatened additional action if he did not get resolution of his complaint by Monday July 10th.  Since our calls had not been returned prior to this we emailed him on July 9th again offering to pick up the original power sofa the customer wanted repaired and redo the padding.  We were clear that we were still willing to do so at our expense and even told him we would pay one of our delivery crews to pick it up and return it to him at our expense.  Our delivery crew left a voicemail for him on July 9th asking to set up a time to pick up the sofa.  We never received a response to our email nor did the delivery crew receive a return call from [redacted].   He is more interested in causing issues than resolving problems.  We are still willing to pay for the upholsterer to change out the cushions, but we need [redacted]’s cooperation to arrange a day and time with Cliff.   We hope this helps.   Regards,   Mark & Tiffany K[redacted]