St. Louis Leather Repair

Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ We have spoken to the customer and will provide a refund Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/11) */ He told me that he would provide me with a refund but not until the 20th of November and not until my complaint was removed

(The consumer indicated he/she DID NOT accept the response from the business.)
Not sure what calendar you are using, but it has not been anywhere close to a year since the initial restoration was performed on July 23, or the subsequent restoration on August 26, Furthermore, as I indicated previously, you made it clear not to allow our dog on the furniture after your repair was completed Upon your instructions and after waiting hours or more for the initial treatment to dry, we not only placed baskets on the furniture, but covered them with slip covers to completely eliminate any possibility of our dog contacting the furniture There was NO contact between our dog and the couch or love seat after your initial repair on July 23, and your subsequent repair on August 26, You said nothing about dog hair being present during your return visit on August 26, To the contrary, you advised the peeling was account a "new product," you had used and had failed There was no fading of the initial treatment as indicated in your response, only peeling of the application
The most glaring issue occurred with the second restoration attempt in which you treated ONLY the cushions of the couch Before you left we promptly pointed out that after this second treatment the color of the cushions did not match the color of the back or arms of the couch You explained this difference in color was due to the second treatment still being wet and assured us the color of the cushions would change and match that of the rest of the couch when the second treatment dried Here again, we followed your instructions to the letter and did not sit on the couch for the prescribed time period while the treatment dried When the second treatment dried it did not change colors and to this day has remained the same color it was when first applied and wet There has been no fading whatsoeverIn addition, it continued to peel and crack as it had done prior to the second attempt Obviously a leather couch with cushions a different color than the rest of the couch, let alone cracking and peeling, is unacceptable
I agree more time than necessary has passed, but this was due to your failure to reply or respond to our repeated phone messages
left on your answering device and e-mails sent well within a reasonable time frame of the repairs and any warranty
We left phone messages subsequent to the second restoration attempt and after no response I sent an e-mail with photos to you on December 16, 2015, advising of our displeasure with the repairs to both the couch and love seatI received no reply, response or contact The December 16th e-mail was followed by a second on December 30, requesting the courtesy of a reply or response to our first e-mail Again, no reply, response or contact to this second e-mail I will be happy to send the e-mails and photos mentioned above to you a second time if you so advise
Finally on January 15, we located your cell phone number and you and I spoke During that conversation you assured me you would review my e-mails and contact me regarding our issues Again, no call or contact ever came
I submit this recurring non-responsiveness to our attempts to contact you and your office caused this matter to drag on further than it should This appears to be a pattern of your business as reflected in some of the reviews you refer to in your response and located in Google reviews of StLouis Leather by *** ** and *** **
Finally, at no time did my e-mails or complaint to the Revdex.com indicate or state that one of the two couches "has remained in great shape after our repair team had finished and it still remains fine." To the contrary, in both my e-mail of December 16, and my complaint I state the love seat developed cracking and we are displeased with this resultAt no time has any of the dye on either couch or love seat "faded" as you elude to in your response I submit the failure of this restoration is directly due to the failure of your "new product" and the second restoration attempt that treated only the cushions of the couch Obviously, had the entire couch been treated, and not just the cushions, the color would match The delay in resolving this matter is clearly due to your failure to respond to all of our attempts of contact and only after filing this complaint with the Revdex.com did we receive your response Clearly all of the above was well within your control
I again request a refund as outlined in my initial complaint to the Revdex.com

Contact Name and Title: *** *** owner
Contact Phone: ***
Contact Email: ***@stlouisleatherrepair.com
Mr***,
Our sincerest apologies that you are not satisfied with rhetoric repair workUnfortunately, as was discussed upon the first and second repair attempt, pets can cause
enzymatic changes to the dyes adhering to leather furniture, in addition, the dye that our technicians apply is only to the surface layers of the leatherLeather is dyed as an entire hide before it is then made into furniture which is why in most cases the initial color will last for many many yearsThe pH balances of every person and pet vary and as suchCan create areas of color loss or show more wear on the original color OR color repairs of our teamWe understand that this can be the case from time to time even after leather color restoration
As by your letter you clearly indicated that one couch has remained in great shape after our repair team had finished and it still remains fineWhen we came back to do the free second restoration processIt was evident that pets had been on the furniture again via hair in the cushions and crevicesPets are family members tooWe fully appreciate thatBut the fact remains that the pets saliva and dander in addition to our own skins pH has caused the particular type of dye to fadeAnd further exposure to these elements despite your awareness of the situation has caused it to fade again Dye is soluble and can be affected by spills, cleaners, saliva, sweat and other variables
Our company you will find has great reviews because unlike our competitors we offer a day warrantyAnd within that warranty we came out and redid the jobNow it has been over a year and the warranty has clearly run outWe do value our clients and their happiness but we cannot offer a refund because we have full filled our end of the agreement and did the job not once but twice to your satisfactionFurthermore since one couch is completely in great standing you will agree that the other has been exposed to different conditionsAnd this is beyond our control

Initial Business Response /* (1000, 8, 2015/11/11) */
We have spoken to the customer and will provide a refund
Initial Consumer Rebuttal /* (3000, 11, 2015/11/11) */
He told me that he would provide me with a refund but not until the 20th of November and not until my complaint was removed

(The consumer indicated he/she DID NOT accept the response from the business.)
Not sure what calendar you are using, but it has not been anywhere close to a year since the initial restoration was performed on July 23, 2015 or the subsequent restoration on August 26, 2015. Furthermore, as I indicated previously, you made it clear not to allow our dog on the furniture after your repair was completed. Upon your instructions and after waiting 72 hours or more for the initial treatment to dry, we not only placed baskets on the furniture, but covered them with slip covers to completely eliminate any possibility of our dog contacting the furniture. There was NO contact between our dog and the couch or love seat after your initial repair on July 23, 2015 and your subsequent repair on August 26, 2015. You said nothing about dog hair being present during your return visit on August 26, 2015. To the contrary, you advised the peeling was account a "new product," you had used and had failed. There was no fading of the initial treatment as indicated in your response, only peeling of the application.
The most glaring issue occurred with the second restoration attempt in which you treated ONLY the cushions of the couch. Before you left we promptly pointed out that after this second treatment the color of the cushions did not match the color of the back or arms of the couch. You explained this difference in color was due to the second treatment still being wet and assured us the color of the cushions would change and match that of the rest of the couch when the second treatment dried. Here again, we followed your instructions to the letter and did not sit on the couch for the prescribed time period while the treatment dried. When the second treatment dried it did not change colors and to this day has remained the same color it was when first applied and wet. There has been no fading whatsoever. In addition, it continued to peel and crack as it had done prior to the second attempt. Obviously a leather couch with cushions a different color than the rest of the couch, let alone cracking and peeling, is unacceptable.
I agree more time than necessary has passed, but this was due to your failure to reply or respond to our repeated phone messages
left on your answering device and e-mails sent well within a reasonable time frame of the repairs and any warranty.
We left phone messages subsequent to the second restoration attempt and after no response I sent an e-mail with photos to you on December 16, 2015, advising of our displeasure with the repairs to both the couch and love seat. I received no reply, response or contact. The December 16th e-mail was followed by a second on December 30, 2015 requesting the courtesy of a reply or response to our first e-mail. Again, no reply, response or contact to this second e-mail. I will be happy to send the e-mails and photos mentioned above to you a second time if you so advise.
Finally on January 15, 2016 we located your cell phone number and you and I spoke. During that conversation you assured me you would review my e-mails and contact me regarding our issues. Again, no call or contact ever came.
I submit this recurring non-responsiveness to our attempts to contact you and your office caused this matter to drag on further than it should. This appears to be a pattern of your business as reflected in some of the reviews you refer to in your response and located in Google reviews of St. Louis Leather by [redacted] and [redacted]
Finally, at no time did my e-mails or complaint to the Revdex.com indicate or state that one of the two couches "has remained in great shape after our repair team had finished and it still remains fine." To the contrary, in both my e-mail of December 16, 2015 and my complaint I state the love seat developed cracking and we are displeased with this result. At no time has any of the dye on either couch or love seat "faded" as you elude to in your response. I submit the failure of this restoration is directly due to the failure of your "new product" and the second restoration attempt that treated only the cushions of the couch. Obviously, had the entire couch been treated, and not just the cushions, the color would match. The delay in resolving this matter is clearly due to your failure to respond to all of our attempts of contact and only after filing this complaint with the Revdex.com did we receive your response. Clearly all of the above was well within your control.
I again request a refund as outlined in my initial complaint to the Revdex.com.

Initial Business Response /* (1000, 8, 2015/11/11) */
We have spoken to the customer and will provide a refund.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/11) */
He told me that he would provide me with a refund but not until the 20th of November and not until my complaint was removed....

Contact Name and Title: [redacted] owner
Contact Phone: [redacted]
Contact Email: [redacted]@stlouisleatherrepair.com
Mr. [redacted],
Our sincerest apologies that you are not satisfied with rhetoric repair work. Unfortunately, as was discussed upon the first and second repair attempt, pets can cause...

enzymatic changes to the dyes adhering to leather furniture, in addition, the dye that our technicians apply is only to the surface layers of the leather. Leather is dyed as an entire hide before it is then made into furniture which is why in most cases the initial color will last for many many years. The pH balances of every person and pet vary and as such. Can create areas of color loss or show more wear on the original color OR color repairs of our team. We understand that this can be the case from time to time even after leather color restoration.
As by your letter you clearly indicated that one couch has remained in great shape after our repair team had finished and it still remains fine. When we came back to do the free second restoration process. It was evident that pets had been on the furniture again via hair in the cushions and crevices. Pets are family members too. We fully appreciate that. But the fact remains that the pets saliva and dander in addition to our own skins pH has caused the particular type of dye to fade. And further exposure to these elements despite your awareness of the situation has caused it to fade again. Dye is soluble and can be affected by spills, cleaners, saliva, sweat and other variables.
Our company you will find has great reviews because unlike our competitors we offer a 90 day warranty. And within that warranty we came out and redid the job. Now it has been over a year and the warranty has clearly run out. We do value our clients and their happiness but we cannot offer a refund because we have full filled our end of the agreement and did the job not once but twice to your satisfaction. Furthermore since one couch is completely in great standing you will agree that the other has been exposed to different conditions. And this is beyond our control.