Steinhafels Furniture

Review: Last year, on July 21st, my wife [redacted] purchased Lifestyles Solutions CliqClaq futon. In August 2013, my wife relocated to [redacted] for work. And in March 2014, she married me ([redacted]). For nearly 12 months, we treated the futon with care and largely as a couch. On June 21st, my wife and I were sitting on the futon watching a movie. We heard the faux-leather material rubbing, and felt it the back side slide as well. After the movement stopped, we got up and looked at the futon. The back of futon was slanted, and the back support rest was weak. Additionally, we saw that the leather was worn through. For the next two week, we were unavailable to contact Steinhafel's as we were traveling. On July 8th, I ([redacted]) called Steinhafel's customer services. Steinhafel's customer service rep stated I must take futon to a Steinhafel's location for repair. The closest location is [redacted] (a few hours away from Peoria outside of Chicago). I informed the rep that I owned a Honda Civic and my wife had a Nissan Versa, neither of which could fit the futon. The customer service rep gave me the contact information for the manufacturer. After an ignored e-mail exchange with a [redacted] (he responded once to an e-mail of mine), and several non-returned calls, [redacted] informed me that Lifestyles Solutions would not honor the warranty for me, but only to Steinhafel's (as they were the original purchaser). I re-contacted Steinhafel's, the customer service rep. [redacted], stated requested pictures of the defective futon. Additionally, [redacted]. stated Steinhafel's would work with Lifestyles Solutions to honor the warranty. My wife an I supplied pictures and video of the defective futon, however we received no follow-up. After not receiving a follow-up call, we recontact Steinhafel's. This time, [redacted] (customer service rep) said she would follow-up with the manufacturer.

[redacted] finally called on the day the warranty ended (July 21st), stating that it was our responsibility to bring the defective futon to Steinhafel's. [redacted] was unwilling make any other concessions. She stated it was the customers fault that the warranty could not be honored as we moved away from the store.Desired Settlement: Will accept refund, repair, replacement, or exchange....

Business

Response:

This customer can return the item to us for a refund, or use the credit toward a new item if he wishes. We are trying to honor his warranty, however we can't help it if he has moved the furniture out of our service area. We have have offered him a repair, but he would have to provide the transportation. The one year Manufacturer's warranty covers the parts and labor to repair, however they do not cover moving and transportation costs. These are the responsibility of the customer.

Business

Response:

Thank you for making arrangements to return the KLIK-KLAK sofa. We have entered a credit pending the return of the item to our [redacted] store. The CRM # is [redacted]. Just go to back loading area and let them know you are returning merchandise and give them the CRM #. . They will look up the pending credit and take back the piece. We are sorry for any inconvenience.

Consumer

Response:

[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.]

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