Suever's Town House

[redacted] purchased an [redacted] sectional 12/1/16.  The furniture was delivered 12/13/16.  This sectional is a fabric cover with a soft core and feather pillow seat cushions.  The customer called customer service 7/21/17 and a report was entered stating the cushions were moving...

and slipping.  The service department asked for photo's to try to evaluate the reported problem.  After the review and discussion the pictures indicated cushions which were not maintained in a manner that feather down cushions require to look as they did in December.  Customer was notified that this was normal for this purchase.  Customer was not satisfied with the conclusion.  A service technician was sent to inspect 8/7/17.  The tech pointed out that the cushions need fluffing and care to look as they did at the time of delivery.  His report indicated that the sofa had normal wear but required the customer to maintain periodically.  The service manager called the customer to share the inspection results that their was no defect and no repair was needed.  Mr. [redacted] called the store to try to get a different decision.  We called the manufacturer explained the complaint.  They stated possibly a firmer foam core may help however the feather down cushion would need to still be fluffed regularly to maintain the look.  A called was made to Mr. [redacted] explaining this option.  The firmer foam would need to be purchased.  Naturwood would split the cost with the customer and the customer could install them or our technician could install with a labor fee.  The customer insisted Naturwood should incur the total cost.  This was not possible and it offer was denied by Mr. [redacted]. At that time the service as finalized.