The Furniture Connexion

Complaint: ***I am rejecting this response because: This is absolutely incorrectMy furniture was called in for repair within weeks of having itThe plastic mechanisms to open recliner, had detached from the inside of the furnitureThe bars that have come loose from holding the recliner stools up, are from the insideThe fabric and stuffing was actually pushed back in on the 2nd repair by Gary, the in home repair manI have all the parts that have "fallen off" from the inside. We have full grown adults in the home and have not "abused" the furniture that I had just paid over $1,for. This furniture has been falling apart since I received it, It took months to get a response from Jennifer as she had spent a huge amount of time out due to medical needs, and no other person handled itThen I had to wait for months again, as Gary, the in home repair guy was out of state helping his father with his businessFinally Gary and his father came in, and re-stuffed, and re-sewed the seams of the furniture and replaced the broken plastic piecesThis has been the worst Customer service experience I have ever hadThis furniture is ready for the dump, and it is only years oldI would like to request a copy of my call record, of how many times I have called since I had the furniture, and how long it took to get a response from anyoneThen Gina came into the position and it was a nightmare trying to reach herThe 2nd email was not for my benefit, it was because Gina kept saying she did not get the picsI sent them to an office persons cell phone, with no responseWeeks to months later, still no responseI finally reached Gina with anger, and she said that her work email was not working and that I needed to send them to her personal emailShe said this was because the store was getting a new upgraded systemGina also acknowledged that this design was not ok, and was re-designed due to the problems they had with this set. Gina delayed this out until the store warranty was up, and even so much as told me she would fw the information to the after market warrantyThen later told me I had to do it myself, even though I could not find my receipt at the timeI asked for a copy of the receipt so that I could try to file a claim, they would not give it to meThe office assistant even emailed me and told me that she couldn't help meOnce I found my receipt is when I realized that the report had to be made within days of damageThe furniture has been faulty and broken since I bought it. I am not satisfied with this response and will file a small claims, in the Multnomah County Courts Sincerely,*** ***

The Furniture Connexion strives to exceed customer satisfaction and has gone above and beyond in the maintenance of this particular set. 
No additional warranty service may be provided.
 
Please find supporting documents attached.
 
Above customer is outside of both The...

Furniture Connexion Terms and Conditions Warranty and the Mfg Warranty ( [redacted] Attachment).
Sales Order Comments illustrate service completion time frames negating customer claims. 
 
Customer has not exercised due diligence in the care of the furniture nor in obtaining possible additional service.
 
Pictures of furniture submitted by customer and last correspondence with Customer Service (FW: [redacted] Attachment)
 
A third party technician’s findings after repeatedly servicing this set (3 times) for the same issues within warranty time frame is this is abuse and negligence in the care of the furniture. This is not a defect.  However, three prior repairs have been at no cost to the consumer.
 
Damage to the footrest and mechanisms can be caused by pushing down the footrest with feet, rather than closing with leg pressure which is pushing the chaise pad out ripping through the undercloth liner. This is misuse. This will also cause the mechanisms to bend inwards as it is similar to standing on the leg rest.  It is not feasible that four mechanisms failed 3 times in 2 years. This is not a defect this is abuse.
 
After customer’s unsuccessful attempts trying to email company provided emails, pictures were received via personal email provided as a courtesy to alleviate frustration and to more quickly facilitate a possible resolution. Upon receipt and evaluation of pictures by three third party upholstery/motion technicians, customer was advised to file an accidental damage and stain claim through her protection plan which does indeed cover both these issues upon evaluation, as none of these were possible defects in workmanship.
 
Last correspondence with customer was June 6, 2016.
 
The Furniture Connexion does not store protection plan information as it is a plan furnished to the customer and in customer possession.  The Furniture Connexion did not refuse or deny any information at hand to this customer. By customer’s own admission she did not follow through in filing a claim with the protection plan due to her perception of the plan.  Customer states “fabric” is all that is covered, which is not the case, but the pictures clearly illustrate that “fabric” is an additional issue. And the plan does provide for replacement of broken mechanisms once accidental damage has been substantiated.
 
Further, this has not been pulled for bad design and is still a much sought after set of no consequence.
 
Additional documentation and pictures can be acquired upon request from prior service calls.
 
 
Parts are available to the customer at cost and a repair referral can be provided at the customer’s expense.
 
Best Regards,
Gina
Gina K[redacted] - Customer Service Manager
 
Porter International Designs
2108 NE Argyle Street
Portland, OR 97211
Ph 503-459-4703 | Fax 503-459-4704