Star Furniture Company

The bed in question in this complaint was purchased in April All merchandise comes with a one year warranty against manufacturers defects from Star Extended warranties that protect against accidents may be purchased, as was the case with this customer This covers a one time replacement In January we received a call from the customer stating the slats were broken We did not send out a service technician to inspect We exchanged the slat and rail system on the bed on Jan 23, On October 13, we received a call from the customer stating that the bed and rails were broken Since the bed was now out of warranty and a replacement had already been made on one occasion a service call was set to inspect the bed On Oct the service tech arrived at the home to find the bed sitting on the floor The bed was determined to be non repairable The customer asked that the bed be replaced and was told no by the technician because the damage was not due to a manufacturers defect, this was not a warranty issue He told the customer to contact [redacted] because the damage was due to an accident (unknown to Star) and was given specific instructions on how to do so Pictures were taken and the customer stated she was told the bed would be replaced Our records do not indicate that any Star representative told the customer the bed would be replaced This purchase is out of warranty and the problems with the bed are due to something that occurred in the home to damage the bed Either an accident or misuse If the problem is due to an accident it will be covered by the Guardian warranty Star will not replace this bed [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Star Furniture had a leather furniture repair company inspect my couch to determine the problem After the inspection was complete, Star Furniture contacted me and agreed to replace the couch I appreciate Star Furniture's commitment to customer service by following up with me to take care of the problem

Please see attachment

Sent: Monday, February 23, 1:PM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** I apologize for not sending you an update on this customerExtended warranty inspections are handled by outside companies. Since this merchandise
was purchased in 2012, if it was a warranty issue it would be for the extended warranty. We turned this over to the company that normally does inspections on this vendor. They spoke with the customer who sent them pictures. The customer stated that they felt it was a problem with the frame. The warranty company told the customer that since this item had steel supports they did not feel that it was an issue with the frame and if that was determined there would be a charge for the service call. The customer did not choose to pay an inspection fee. The pictures showed no damaged. The information was also forwarded to a representative of the manufacturerWhen the customer contacted us we in turn contacted the outside service company. They provided us with the above information and we requested that they do an inspection so that we might resolve the issue. The technician that handles the territory has been out sick, we are told. We contacted the company again last week and they reiterated the above information stating they did not feel this would in any way be a warranty issue since the warranty is for accidental damageWe have since turned the matter over to another outside inspection firm to determine exactly what the problem is with the merchandise. The will contacting the customer and reporting their findings back to usI will advise as soon as I have additional informationSherrie B***

The bed in question in this complaint was purchased in April 2013.  All merchandise comes with a one year warranty against manufacturers defects from Star.   Extended warranties that protect against accidents may be purchased, as was the case with this customer.  This covers a...

one time replacement.
 
In January 2014 we received a call from the customer stating the slats were broken.  We did not send out a service technician to inspect.  We exchanged the slat and rail system  on the bed on Jan 23, 2014.
 
On October 13,  2014 we received a call from the customer stating that the bed and rails were broken.   Since the bed was now out of warranty and a replacement had already been made on one occasion a service call was set to inspect the bed.  On Oct 22 the service tech arrived at the home to find the bed sitting on the floor.  The bed was determined to be non repairable.  The customer asked that the bed be replaced and was told no by the technician because the damage was not due to a manufacturers defect, this was not a warranty issue.   He told the customer to contact [redacted] because the damage was due to an accident (unknown to Star) and was given specific instructions on how to do so. 
 
Pictures were taken and the customer stated she was told the bed would be replaced.  Our records do not indicate that any Star representative told the customer the bed would be replaced. 
 
This purchase is out of warranty and the problems with the bed are due to something that occurred in the home to damage the bed.  Either an accident or misuse.    If the problem is due to an accident it will be covered by the Guardian warranty.
 
Star will not replace this bed.
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Star Furniture had a leather furniture repair company inspect my couch to determine the problem.  After the inspection was complete, Star Furniture contacted me and agreed to replace the couch .  I appreciate Star Furniture's commitment to customer service by following up with me to take care of the problem.