Summit Renovations

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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Our customer was unhappy with the left area piece of a sectional so we agreed to exchange it When the delivery drivers arrived, the customer refused the delivery stating that the piece was crookedIt should be noted that refused merchandise is checked at the warehouse door as it is being returned for any sign of defect or damage so that it can be set aside for manufacturer reviewThere was nothing wrong with that piece We made the third delivery which the customer accepted, signing the delivery manifest that there was no defect or damageWithin hours she advised us that it was beginning to lean like the other pieceWe sent a technician to her home to inspect itHis report states that he inspected it thoroughlyHe stated that it was possible that the mechanism was bent "ever so slightly" and suggested replacing the mechanism but review by a second technician indicates that the sectional is within manufacturer standardAn enclosed photograph of the sectional shows no defectsIt does not lean and is not crookedWe have declined customer's request to return the sectional for a refund

Hello, Normally reselection for comfort or size are not authorized, however an exception was made to allow a reselection The furniture must be in the same condition as it was delivered Here is the report from the store: DRIVERS CALLED IN, STATES THAT THE HOWARD SECTIONAL THEY WERE SCHEDULED TO PICK UP HAD QUITE A BIT OF VISIBLE DAMAGE/SCRATCH MARKSPICTURES ARE IN DISPATCH SENT PICTURESPER MGR THE EXCHANGE IS DENIED DRIVERS BROUGHT NEW FURNITURE BACK TO WAREHOUSEHOTLINE #***One of the managers from the delivery warehouse will contact this guest when they are open this weekend.thank you

We stand by the technician's report documenting the steps he took to facilitate easier movement of the release handle and we reiterate that we are sorry that Mr [redacted] is unhappy with his furniture; however, it is not the function of Customer Service to modify any product to the customer's likingWe are here to facilitate repair and restoration of defective merchandise back to manufacturer specifications

Mr [redacted] contacted our Customer Service Department on 9/01/expressing concern about his reclinerHe stated that he had difficulty closing it and that it would become stuck in an open position We submitted a service appointment request that day to US Quality Furniture and were advised that the first available date for an inspection was 9/16/ The technician's report indicates our customer had difficulty pulling the release handle to recline the chair and he also complained that the recliner pitched forward when he leaned forward to close the chairThe technician lubricated the joints and elbows of the reclining mechanism to make it easier for the customer to pull the release handle but neither the mechanism nor the release handle are defective The recliner that Mr [redacted] purchased is a rocker recliner, a description of which appears on Mr [redacted] 's sales order which he signed at time of purchaseAs with any chair that rocks, if one leans forward far enough the rocker will pitch forward as wellIt is not possible to modify the design of the rocker recliner by converting it to a standard recliner nor would we be able to replace the rocker recliner with a standard recliner The recliner is not defective On 9/16/17, our customer reported to Customer Service that the leather on the sofa was wrinklingWe requested and received photographs for review from Mr [redacted] Those photos were forwarded to the manufacturer for their reviewWe asked the manufacturer to advise us if there were defects in the leather because the customer was unhappy with the wrinklesWe received a response on 9/from the vendor confirming no defects found and explaining that leather will stretch We regret that Mr [redacted] is unhappy with his purchaseCustomer Service is here to ensure that any manufacturer issues are addressed and remedied under the vendor warranty; however, the concerns expressed by Mr [redacted] are not defects in the product

Hello, I am very sorry to hear Mrs [redacted] is unhappy with her purchase and experience our store I have sent her letter to the store manager asking for assistance, and we will follow up with Mrs [redacted] and Revdex.com with the response.thank you

[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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

1-13-16Dear Revdex.com: I do not find any settlement offered in the three attachments sent only photos showing the recliner and the visual damage to the cushion and a statement from someone that " I could not submit a response in the space provided" ??? There are many non visual design problems with the recliner that have led to the visual as shown in the photos One component of the footrest upholstery is not shown as I removed it to help with the abrasion of the cushion against it This helped until the seat cushion became so elongated and stretched it continues to rub against the footrest And, I forgot to mention that the chair back does not snap into the bracket, making it appear lop sided and it's very wobbly forward to back It is literally a chunk of junk Please advise, [redacted]

All reports of damage must be done at the time of pick or delivery, within that same day Even though the customer was late reporting, when she called into customer service, our rep Jessica did take a report from the customer and asked her to send us photos to see what we can do to assist her The customer informed Jessica she would take the photos but was going to bring them to the store On the same day the customer did go into the store and was upset that the store referred her back to customer service.We will have our rep Jessica contact the customer one more time and again ask for the photos as a courtesy thank you

Again, We are sorry this miscommunication happened There is no such coupon or rebate available Our store manager has handled the complaint against the employee.Thank you

We have offered to send out another service tech, however the customer refused. We do service what we sell if there is a vendor defect. Here is the outline from the *** account file:The Henningers made a purchase in December of 2013, and months after the furniture was in the home, they reported that the material was cracking on one side of the seat and somestitching had come loose. These were from use, but we allowed a complete return and reselection. We also could not return the product to the vendor because by the time we got the merchandise back it was out of the one year warranty and also did not have vendor defects. We donated the furniture.The original selection from December 2013 was returned on 2/9/and order number 550LHSwas delivered. 2/13/15 a request for service was made to report that the back pillow was loose. We paid an outside service company to service the merchandise. 2/27/15-service file closed as completed.5/1/we received a call from the customer saying they could not open the sleeper. We sent the tech service back out to the home and the tech reported that a block of wood used for shipping was left in place, (it is a piece that is wedged in between the sleeper metal mech and the wood frame of the sleeper sofa, and should have been removed by the delivery team. Service tech removed the transportation block-allowing sleeper to open and close, and he left that block of wood under the unit so the customer could use it later if they decided to move the sleeper around. The block keeps the frame in place so it wont get bent. The service call is completed 5/16/15.7/6/15 We received a call from the customer saying that the sleeper was making a squeaking noise and the frame is loose, and they believed it was loose because a block of wood was removed. Customer said they threw it away (which was fine, because it is not a structural part of the sleeper/sofa, and is really only used for transportation). Service tech scheduled to go back and inspect the frame, and finds that the left side mech is about 5/of an inch too low on the left side. He removed the screws on the left side facing and adjusted it, and made sure it was level. The block of wood is NOT intended to remain inside the frame. It does not need to be replaced. No further issues-service file is completed 7/16/15.8/3/15 Customer *** reports that they are still not happy with the sleeper, and the cushions sink too far down into the frame. We requested another service call, however, the customer refused and states they just want to return the item. The return is not authorized. We will be happy to send someone out to inspect it, and if there is something wrong, we will take care of it. The sleeper is a quality piece made in America. We still have samples of this merchandise on several of our showrooms. The two side cushions have a firmer feeling when you sit on them, and the center cushion is softer and does compress further than the two on the side because it is not sitting directly on the frame. I have attached pictures from the last service call.To conclude, we will be happy to service the furniture.thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Prior to resolving this issue, I would like to know the email address that I"m to forward these photo's toWhy has Jessic not called as of yet?

attached is the original response that did not send with the response.UPDATE: Mr*** did call in, and we do have a service order open ***. The rep at Barcalounger will not give us an RA. As a courtesy, they are trying to find out if they can order another seat - however the chair is way out of warranty, and the rep was not sure of the availability. We also have a leather technician at our local store who said he can restore the seat. Jessica will call Mr*** to discuss

Our customer is mistakenThe leather sofa she purchased three years ago is genuine leather in all areas where the body touches such as the seats, inside backs, arms and the front panels. It is definitely not bonded leatherIt does have a vinyl match on the sides and the
outside back of the sofaThe use of the vinyl match on areas that the body doesn't touch allows for consumers to purchase a beautiful leather product at an affordable priceThe description of the merchandise on her sales order confirms that the sofa is leatherIf it were bonded, the description would read "bonded"She is also misinformed that leather doesn't peelWhile leather is the strongest material used in furniture construction, it is not impervious to damage or neglect If it is scratched or scraped deep enough the hide will peelThe oils from skin as well as body lotions or other sprays can cause the leather to break down
The manufacturer warranties its product for one year from the date of purchaseAt three years, this sofa has been out of warranty for a long timeWe are sorry to disappoint a refund is not authorized

The sofa does not have genuine leatherStating that “The description of the merchandise on her sales order confirms that the sofa is leather.” is irrelevant because I have filed a complaint for advertisingImplying that I have mistreated the sofa is unwarrantedI used Leather Honey leather conditioner every eight to monthsThere have been no scratches or scrapesI have cared for this sofa exceedingly wellThis is the first time I have purchased a leather sofaI saved for months by doing overtime at work to pay for the sofaI thought it would last me a lifetimeI am not misinformed; genuine leather should not peelEven according to the document emailed to me on July 24, from Kevin ***, an associate at *** Furniture (The Dump’s parent company), “Modern leather should not peel or crack with proper careTo protect from damage, leather furniture should not be exposed to direct sunlight or heat sources.” (see page two of the attached PDF document) My sofa is in my living room where there is no direct sunlightI have a patio cover and sun screens that prevent direct sunlightI keep the air conditioner set at degrees so there is no heat sourceIf leather were to peel that easily, the leather seats in my Chevrolet Impala would definitely peel and they are in perfect conditionThe leather seats in my car are exposed to direct sunlight and extreme Arizona heatThe Dump has misrepresented its product through advertisingThis was not supposed to be a cheap quality sofaThe original ad (also attached) states that the retail value of the sofa was $2,but was on sale for Labor Day weekend for $The ad also states that the sofa is “HANDCRAFTED Dual Reclining Top Grain Leather Sofas with Nail Head Trim.” This is the same sofa that is on the cover page of the PDF documentIf the sofa was truly Top Grain Leather, it would not peel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.] I have sent you an E-Mail telling you that we are very displeased with the quality of those pieces of furniture they switched to replace the original recliner chairs whose threads rotted and couldn't be repaired!
Regard,
*** ***

We are very sorry the part is taking a while to arrive. As per our terms and conditions, we are obligated to get the needed parts. Our Service Department Manager will give MsDewatter a call. She did have one of our Department Leads call for her, but she will be
happy to call. Thank you

Hello Ms***,
I have been off since the past three days, and today is my first day back in the office. I can tell you the following: Ms*** purchased a new leather sectional from the warehouse, not a floor sample and she was made aware of that and she signed the terms and conditions at the point of purchase. The store manager *** *** offered her a reduced fee on the restocking fee, even if she didn't do a re-selection because it was a lot of money, and she was made aware of this. I believe the furniture came back to the warehouse not damaged Typically we do not refund or credit back any restock fee, however- I would be happy to have my assistant Kenisha Moore check into the fee charged, and have it reversed Please tell Mrs*** that we can do this tomorrow, and to please get in touch with *** ** ***. Thank you, *** ***Customer Service DirectorHaynes Furniture Co., Inc& The Dump*** ***

Hello, Our advertising can be found on our website. *** *** For the period in question, the follow disclaimer appears on tv and print, and it is read for any radio ad: Free base with adjustable friendly $
minimum queen set, $minimum king set. Not available with Tempur-Pedic & Prana Sleep. $minimum purchase for financing and delivery. Free interest if paid in full by September 2020. Next available delivery date. Local delivery area only. See store for details.The order did not qualify for the free delivery.Please let me know if you would like the actual tv spot. I have included a screen shot of the disclaimer portion of the ad with this response.thank you