Trivett's Furniture

Review: I bought a bunk bed set from Trivitts Family furniture in December 200159. One of the slats were cracked and the rail is chipped. When I complained they ordered another set of slats and a rail. It [redacted] over 4 weeks for the items to come in. When they came in it was the wrong item. They ordered them a second time. When the repair man came to fix it he said it was wrongng again. The third time and the day they were to come fix it again they called and said fhe parts were not in even after the manager told me they were. Customer service rep stephanie is less thAn responsive. Refused to let me talk to manager and is less than honest.the manger at Trivitts checked the inventory and said the parts were there. I no longer want the bunk beds. They can pick them up. Tired of w aisting my time trying to resolve this issue. My next step is small claims court.

Business

Response:

Good Afternoon, We here at Trivetts would like to thank you for bringing this consumers concerns to our attention. On behalf of Trivetts Furniture please allow me to apologize for any inconveniences the consumer may have experienced with their most recent purchase. I am pleased to advise all concerns for this consumer were resolved on 5/31/16 with an exchange of a top rail for the bunk bed. Our customer care department has followed up with the consumer and we were advised services have been considered rendered in full to the consumers satisfaction. Please advise if we can be of any additional assistance to the consumer. Sincerely,Deannie F[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: January 7, 2015, I purchased from Trivvett’s Furniture, (1 loveseat, 1 sofa) that would arrive in 4-6 weeks. February 18, I called to inquire about my order and was informed that my furniture would take an extra 3 weeks to arrive. I was perturbed that I had to call to find out that my furniture is not arriving on time and that no one reached out or intended to inform me of the delay and why there was a delay. I requested to speak to a manager and for my delivery fee to be removed due to terrible communication and delay in receiving the furniture.

The second week in March came and still no furniture. Again, I had to reach out to find out the status and was once again informed of another delay and that it would be in by March 24. The ETA. once again lapsed and not to my surprise, no one reached out or touched bases.

At this point not only was I livid with Trivett’s lack of communication, but I was frustrated and disappointed with the poor display (lack thereof) of customer service. April 7, 3 months from day of purchase, I went to Trivetts to 1) Find out the ETA of my furniture or 2) Cancel my order and request a refund. I spoke with Brian (manager) and to my surprise was informed that my furniture arrived that day.

I requested removal of my old furniture and was denied so I was unable to receive my new furniture until May 8 and was yet again disappointed because the furniture was the wrong color and I had them take it back. I was informed by the delivery company that someone from Trivetts would contact me regarding replacing the furniture and yet again no one did. I went to Trivetts May 10th to speak with someone where [redacted] a decent sales person calmed me down and talked me into ordering new furniture the exact price of what I owed that would arrive May 28. [redacted] suggested speaking to his manager regarding loaner furniture until the new furniture arrived. I called the 11 and left a message for the manager [redacted] but not to my surprise, he did not call back.

As a consumer, dealing with Trivetts Furniture has been the most frustrating, unacceptable, and unsatisfactory sales experience ever and I am very livid with the companies’ lack of communication and customer service. To this day I was never once offered or given the opportunity to cancel all business dealings, offered any compensation towards the purchase, nor allowed the option to receive a full refund and to part ways.Desired Settlement: I would first like to speak with the actual managers, owners, and/or president of the company regarding the past 6 months of terrible customer service, professionalism, and lack of communication. Moreover, I would like to receive the furniture that I ordered.

Given that I have been without furniture for several months, and have been limited in my capacity to sit in my living room, I would like a billing adjustment to compensate for the severe inconvenience I had encountered over the course of this transaction.

Business

Response:

Good Afternoon,we here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager contacted the customer on 6/4/15 to further address their concerns and was placed on schedule to receive delivery on 6/5/15. At this time all cocnerns have been considered fully reloved and services have ben fully rendered. Please feel free to reach out to me should the consumer require any further assistance and I will be pleased to assist.Best Regards,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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.]

Regards,

Review: Purchased furniture from Trivetts. I loved the furniture but it started pulling apart within 6 months & my child ripped another piece. I purchased the warranty, which I never do but since it was expensive furniture I did. I hesitated because I have dogs and I told them if something happen it would just be blamed on my dogs. The guy assured me that it would not & they could tell the difference. Well shame on me. My child ripped a piece of the furniture & I put in a claim. In the meantime the seams on the chaise lounge started pulling apart & the arm collapsed in from people pushing on the chair getting in a out of it. I submitted a claim for all of it. Of course they blamed it on my dogs, which is not the case because I saw it happening. They also told me that the manufacturer should cover the chaise because it was a workmanship problem & since it has been less than a year it would be under their warranty. So I have trying to contact Trivett's to talk about this issue of the warranty. I called 5 times & left 3 messages. No one called back. I finally went to the place & they got someone to call me. They denied it because it was "self inflicted." I guess you can't sit on your furniture and they would answer/call back to explain what this means. So I called the manufacturer how of course said that it had dog hair on the furniture so my dogs did it. Even if my dogs did not get on the furniture it would get dog hair on it. So now I'm stuck with falling apart less than a year old furniture & a wasted money on a warranty. This has been going on for months because it has taken that long to get anyone to talk to. No matter what happens to the furniture it will be blamed on my dogs, which is what I said in the beginning. They have the worst customer service & I was definitely mislead about the warranty. I had cheaper furniture 8 yrs prior with the same dogs & it never fell apart or damaged & I will say we didn't take care of those this we have try w/these. I would not take it this far if it was my dogs.Desired Settlement: I would like either a refund for my warranty so I can get the furniture fixed myself or a replacement of the chaise and repair of the rip part of the furniture.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please notate that per the consumers advisement their complaint is specifically directed with their extended warranty company. Please be advised that Ashley Furniture Homstores does not own nor operate the extended warranty company. Should the consumer have any further concerns with the aforementioned company the complaint would need to be redirected to the appropriate parties. We do however, want to ensure we have exhausted all efforts in resolving any concerns our consumers may experience with their purchase.I have taken the liberty to review all information and correlating pictures from the consumer in regards to their merchandise concerns. I sincerely apologize, however, my findings in pictures reviewed showed improper care of the merchandise and did not appear to be of normal wear and tear. At this time we would not be able to provide any service to the merchandise directly because of the current condition of the merchandise. I have included picture documentation to support our findings. At this time the consumer would need to be redirected to their extended warranty company to re-file a claim.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They were the one that falsely sold me the warranty that would cover these things. After I told them I had dogs and it would be blamed on my dogs they assured me that they would not. That is exactly what happen. They also sold me furniture that is falling apart. I'm required to work through them for the manufacturer warranty in which they did not even contact the manufacturer. So they sold me less than quality furniture. They also said they contacted me for the resolution. I still have not received a phone called. So they lied to you. They are the ones that can give me my money back for the warranty not the warranty company.

Regards,

Review: I purchased a mattress from Trivet’s Furniture. The mattress was faulty. I paid 75.00 dollars to Trivet’s Furniture to have an independent inspector come from their store to my home and document their findings. The mattress was found to be faulty. The inspector recommended my mattress be replaced. I contacted Trivet’s Furniture and they scheduled a replacement to be ordered and delivered within 6 weeks (at the latest). Over 9 weeks has passed and the customer service representative with Trivet’s Furniture is ignoring my calls, emails, and messages.Desired Settlement: I would like a replacement mattress as described in the mattress warranty.

Business

Response:

Trivetts Furniture

October 3, 2013

To Whom It May Concern:

This letter is in reference to our customer [redacted] your case #[redacted] regarding the Trivetts store here in[redacted]City [redacted]Fredericksburg,[redacted]VA. We here at Trivetts Furniture would like to thank you for bringing [redacted] concerns to our attention.

At this time we do believe [redacted] is happy with the exchange that was completed on September 27, 2013.

If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below

Sincerely,

Review: I puchased over $12,000 of furniture on Sept 5, 2015. The furniture was delivered with broken/defective and missing items in Oct. After I contacted the company, they sent out a furniture tech to review and address the problems. However, the tech informed me that his job was only to take note of the damaged/defective furniture, and he will report back to the company for further actions. Later the tech called me and stated that the company was ordering replacement furniture for me. It's been over a month and I have been calling and talked to various people in the company, but no one seems to know or care about my situation. I even talked to the General [redacted], no actions taken. I also talked/texted my salesman [redacted] many times; he just assumed things have been taken care of. Hence in my last text I told him that I have no choice but to file this Revdex.com compaint. As for the damaged/defective furniture, my executive office desk is missing a top, and the locks in the drawers are not reparable, hence required a new desk replacement. This delay has been preventing me from working from home. Secondly, my coffee table is not funcitoning properly and it's beyond repair according to the furniture tech, hence another replacement. The tech also stated that another tech should come out and address other furniture issues such as scratchs and dents; no one contacted me. I have also talked to the customer service manager ([redacted]), no luck, and no return calls. I have been frustrated enough; if the company is not too far from me, I would have gone into the store and share my experience with all of their potential buyers everyday. This is how much frustrated I have been.Desired Settlement: I have enough of unsat customer services and post sales services already with this company. I want them to come out and take all of the further back, and provide a full refund immediately. I have tried extensively to resolve the problems, but Trivett does not seem to care. I see no reason to further deal with such poor customer service company.

Business

Response:

Good Afternoon,We here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. We are diligently working towards resolving the consumers concerns. At this time we have placed a new top on order and are awaiting its arrival from the manufacture to deliver. We also have offered to exchange the lift-top cocktail table, hutch and table base for the consumer, which are currently readily available for delivery at the earliest convenience to the consumer. We have made several attempts to advise of such. Myself , the General Sales Manager, and his customer care representative have left numerous messages with the consumer to advise, however, have been unsuccessful in establishing recent contact with the consumer. The consumers customer care representative has contacted him via email as well on 12/12/15 in the efforts to continue addressing his concerns. Please feel free to contact me should you have any additional questions in regards to this consumer while we continue to work towards resolution.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Over the two-month struggle I have probably made over 20 phone calls to Trivett (see [redacted] phone record; some calls are not captured when I used my office phone), as well as numerous text messages and pictures to my sales rep [redacted]. Every time I called, somebody either said "oh I don't know about that" or "you need to talk to so and so". All I have been receiving is run-around but no result. In addition, when I texted my sales rep, almost every time he said "I thought this has been taken care of" or "my manager will take care of it". If you read my last text message (enclosed) to my sales rep, I specifically stated that I would have to file a Revdex.com complaint. I purposely waited a few days before I file the complaint, yet still no one from Trivett care to return my phone calls. Concerning Trivett's attempts to contact me, I received the phone calls from Trivett on Dec 10, 11, and 12, a total of 3 phone calls, so was that too much trouble vs. my 20+ phone calls and texts? I have a life, too. We just had a newborn, along with a 3-year old and visiting families, do you think I should just drop everything and call you right back after my furious attempts before? Furthermore, I don't believe we can resolve anything over the phone. If Trivett does not want me to return all the crappy furniture, here is my demand:1. Send your general manager over to my house and tell me how you are going to resolve my problems in person. I need the promise in writing. After so many attempts, talked to so many different people from sales rep to service manager to general manager, nothing will be resolved over the phone.2. Agree to fix all of my furniture problems for the furniture that I purchased from Trivett and Ashley (owned by Trivett). 3. A sincerely apology.

Regards,

Business

Response:

Good Afternoon, We are pleased to provide any written documentation in regards to the resoluiton offered. If the consumer could provide an email address os specific format he would like us to so so in we we pleased to do so. We are invested in resolving the consumers concerns in any fashion necessary at this time. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, the business has all of my contact info including email. Second, my problems were surveyed and reported back to the business by its own employee. Here is the list of items that were provided to me by the business' furniture tech who surveyed my furniture problems:1. the office executive desk will be replaced; not only it is missing a top, the bases are also beyond repair because of the broken locks.

Review: Had furniture delivered on 1/27/16 . Driveway light was knocked over . Unable to speak to a manager ( they are never there ) . No apology and no resolution to fix the light .

Would like a apology and a resolution to fix the light . Either reimbursement that I pay to fix it or the company to fix it .Desired Settlement: Repair light or reimbursement for the repair of the light .

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please be advised the delivery was completed by a third party delivery and all damage claims will need to be addressed withthe responsible company. I have brought the damage claim to the attention of the delivery company and have been advised that the the consumer has been contacted and they are currently addressing the consumers claim. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Do not have direct contact with the delivery company. I need to go through the furniture store to get to them. I did receive a message that I will be reimbursed for the driveway light. I will close this case if the reimbursement check arrives.

Regards,

Review: My wife and I purchased 2 additional pieces to our sofa, an armless sofa and a wedge, back in September. We also ordered replacement cushion inserts for our previous sofa pieces (this order is under my mother in laws account and her name is [redacted] We were supposed to get 3 regular cushions an a chaise lounge cushion due to ours being worn out and sagging. We received a call saying that our order was ready for pick up and drove from new kent, va to Fredericksburg to pick up our pieces on November 13th. We arrived to find out that the pillows and the chaise lounge cushion to our order were missing and the armless sofa had a broken frame. Needless to say we were disappointed to be leaving with only a wedge and 3 cushion inserts. We told the ladies at delivery that we did not want a piece that has been fixed, we would prefer a new armless sofa. They called us 3 days later telling us it was ready for delivery. We had it delivered this past Saturday the 22nd, along with our chaise lounge cushion. When the delivery drivers unpackaged the armless sofa it was broken in the exact same place. The company tried to deliver the same broken piece. We pleaded with the customer service person that was on duty (Stephanie W[redacted]) to keep the broken sofa until the new piece was ready at which time we could swap the broken sofa for the new in damaged item. We told them we have family coming over for thanksgiving and Christmas and need to have our sofa together for them. We were told that the only way to get a new piece was to send the old one back and that we could not keep the broken piece. We are now going on 3 months without or sofa being together. in the past 2 weeks I have left 3 or 4 voicemails as well as emailed Mr. [redacted] and talked to Web twice with no action taking place.Desired Settlement: At this point the only acceptable outcome would be a $500 refund as well as expedited delivery of a new piece.

Business

Response:

Good afternoon,We here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. We can confirm that we have placed new items on order for Mr. [redacted] and the General Sales Manager has reached out to the consumer to advise. In regards to the consumer wanting to keep the merchandise n home, we sincerely do apologize we were unable to honor his request. However, per his advisement the frame was broken and leaving this in his home posed a safety concern should it have been utilized with a broken frame. We were sincerely looking out for the safety and best interest of the consumer. We are pleased to redeliver the new merchandise upon receipt to our distribution center from the manufacture.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company continues to pass me from customer service to the sales team with no one taking responsibility for the issue. I have been without a couch for almost 4 months, I have driven 1.5 hours to pick up my furniture, and I have also taken a day off from work to be home for delivery and I still have not received my furniture. I want a partial refund and that is the only resolution I will accept.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

Good Afternoon,I have been advised by your office that additional information of the return date was required at this time. I have been advised that the merchandise is estimated to arrive back from the manufacture on 1/15/15. As soon as the item has been received back into our distribution center we are pleased to coordinate a re-delivery for Mr. [redacted].In regards to the compensation request, Mr. [redacted] has been advised we would not be able to approve his specific request of a $500 refund for any inconveniences he may have experienced. I did request that the consumer advise if there was anything additional that we could do to make this right for him and he was advised he would not be receptive to any additional offers outside of the $500 refund requested. Please rest assure that while we are not able to accommodate his request for compensation we will continue in our endeavors to make this right for him. Please feel free to contact me with any additional questions or concerns you may have in the interim. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is absolutely unacceptable that I have had to drive an hour to pick up a piece of furniture that was broken, I have taken off from work to wait for the delivery of a broken item, and now I have to wait at least 19 weeks from the time I paid for my furniture to possibly receive it. On top of this the company will do nothing to compensate me for their mishaps and I will have to pay full price for these items? This company is one of the most incompetent furniture stores in the state of Virginia and my business will be going across the street to [redacted] next time. Also I was never made aware of not being able to receive the $500 refund I requested. That is an absolute lie from [redacted] @ Trivetts. Terrible customer service and no one at the company will accept responsibility for their mistakes. This companies rating with the Revdex.com should reflect poorly due to my experience.

Regards,

Review: On July 1, 2015, we purchased a sectional sofa and a king [redacted] mattress set from Bill D[redacted], Order #[redacted]. While at the store we tested out the mattress and were told the mattress we wanted to order was king [redacted] mattress set. Upon delivery, however, we discovered that this feels nothing like the mattress we chose in the store and we are unable to sleep on it as it is so uncomfortable. The only logical conclusion is that the mattress ordered by the salesman is not the one chosen in the store on July 1.

After notifying your store, we were advised that we could only receive an exchange and not a refund, despite the obvious fact that the mattress is not what we agreed to order in the store. After several calls and requests, I called the manager, Grayson, three times with no response as of today, leaving my issue unresolved. I also emailed Sherry M[redacted] regarding our complaint and she only referred me back to the same person who refused to return my calls. As of today, August 18, the customer service department saud they would call me ny end of business today to resolve the issue. I received no call.Desired Settlement: The resolution I'm looking for is to return the wrong mattress I never ordered and receive a full refund. As it was not my mistake, I believe the company should do the right thing and take care of this issue to my satisfaction.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer in regards to the mattress concerns. At this time we have extended the offer to allow the customer to return the mattress for store credit , minus a 30% restocking fee. The consumer advised she was accepting of the offer of the store credit, however, would be unwilling to pay a restocking fee. I did advise the consumer the restocking fee is applicable as all items were delivered in good condition and were correct per the original invoice. Any concerns with the merchandise are solely comfort concerns, and we do not have a comfort guarantee on mattresses. Should the consumer choose to accept our offer we will be pleased to arrange to pick up the item and extend the store credit.Best Regards,[redacted]

Review: On 9/19/14 I went to pick up my furniture. It was damaged. I decided I did not want to wait for them to order another one. I drove to the showroom and asked to cancel my order. I was told they had to call the warehouse but they had gone home for the day. I was told they would send the warehouse an email and someone would call me the next day. I was never contacted. I tried to contact them via the internet and have not received a response. I would like to cancel my order.Desired Settlement: Cancel my order and refund my credit card for the deposit.

Business

Response:

Good Afternoon,

We here at Trivett's Furniture would like to thank you for bringing this consumers concerns to our attention. I would like to apologize on behalf of Trivetts for any inconvenience we may have caused the consumer. At times there can be concealed damage from the manufacture as many of these items are not opened until the consumer picks them up. This process is to ensure the product remains safe, secure and in tact in the manufacture wrapping for traveling purposes.. Unfortunately, this was the case when [redacted] came to pick up his merchandise at our distribution center. We do ask that the consumer allow us the opportunity to rectify concerns as such before seeking further options up to and including a refund. At this time we are fully prepared to resolve all of his concerns with his merchandise as we have rectified his concerns and are able to provide him with the quality of merchandise we stand by. We would also like to extend the offer to deliver all merchandise to his home free of charge to compensate for any inconveniences he has had during this process. We would also like to extend a $25 in store credit as we want to ensure [redacted] feels he is a valued customer to us.

Best Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. As stated in my complaint I did not want to wait another 3 weeks for replacement furniture. I bought furniture from another store to replace what I bought from trivetts. Perhaps if they called me when they said they would the 2 times I spoke to them they could have rectified the situation then. Its to late now I do not need the furniture.

Regards,

I was very satisfied with my salesperson, however, the total lack of communication and delivery issues have been ridiculous. The salesperson promises one thing and the store does not follow through. I will not buy from them again!

Review: Purchased an extended warranty on our furniture purchase and was told by the warranty company that Trivett's did not register the extended warranty and "sorry" there is nothing we can do. The post sales representative with Trivett's says you have to go through the warranty company - the warranty company says you have to go through the store. Tired of the run around. The post sales representative did tell me "I can send out a repair man but you will have to pay $75.00 for the service." Really so what is the purpose of the extended warranty?Desired Settlement: Either the furniture repaired or replaced

Business

Response:

Good Afternoon, We here at Trivetts would like to thank you for bringing this to our attention. I am pleased to advise that the extended warranty has advised they are working to address the consumers concerns at this time and has advised all concerns are being addressed accordingly with the extended warranty company. Please let me know if I can be of any further assistance with this consumer. Best Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: My wife and I bought a sectional with 4 reclining seats on it from Trivetts Furniture in October 2014. We purchased the warranty with it and were told it would cover any and all malfunctions that would arise during the life of the sectional. When the sectional was delivered, they brought a brand new couch and love seat but the wedge was the floor model and was uneven. Within the first 2 months of having the sectional two pull handle cords broke. We called the company to get the parts ordered and fixed. It took the company six weeks to start ordering the parts to fix the sectional and they sent the wrong parts. During the first year that we had the sectional the pull handle cords broke several more times creating the same chaos with Trivetts. We asked if we could exchange the sectional or get our money back due to the repeated braking of the pull handle cords and were told yes if it happened again they would willing to do this cause of the many problems we were having. Well when the pull handle cords broke again, we called to let them know what was going on. We were told our year was up and nothing would be done by them that now we would have to call the warranty company and go through the same steps with them. The warranty company did fix it the first time we called but they also sent us a nice letter. The warranty is only good for one time on whatever piece that malfunctions after that we would have to take it up with furniture store which is completely not what we were told in the store. Now the pull handle cords have broken again. Trivetts claims they will replace it this time but nothing further. The problem is, it is a repetitive issue that no one wants to take care of. My sectional is only a year and a half old and should not have broken more than six times now. It is very clear that Trivetts does not stand behind the products they carry.Desired Settlement: I would like to get a refund and have Trivetts pick this crappy sectional up or give me in store credit and still pick up this crappy sectional. However, just fixing these two dollar pull handle cords one last time and telling me I’m on my own is very unacceptable knowing they are going to break again.

Business

Response:

Good Morning, We here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. Our customer care department hs bee in contact with the consumer to address their concerns. The consumer has been advised that while their manufacture warranty has expired we want to assist with their concerns so that they may enjoy their merchandise in home. Parts have been ordered to address the pull handle concerns and the consumer has been advised that we will schedule a service technician to install at no additional charge upon receipt of the parts. The consumer was also advised that we have found no correlation of a manufacture defect and that the continuation of the pull handles breaking is due to normal wear and tear and/or use of the product. However, we do certainly understand the consumers concerns and doing everything in our power to address their merchandise concerns. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Normal wear and tear does not brake within two months and continue to do so for a year and a half repeatedly. I have other couches and recliners that are over ten years old that have moved across this country due to being in the military and have never broken. If this was you, you would want and expect more to be done to remedy the situation. Your product has continuously broken due to faulty or cheaply made pull handles since the second month we had the sectional. Continuing to band aid the problem does not fix the problem. I feel money back and pick the set up would fix the issue.

Regards,