United Furniture Industries

Complaint: [redacted]
I am rejecting this response because: am responding to their latest message. Please see the picture of the additional furniture tag attached to this message. I believe the specific issue is a crack in the frame in the front of the couch. 
Regards,
[redacted]

Dear [redacted] - we apologize you are having issues with your Simmons furntiure.  Please be advised that all warranty work does go back thru the retailer you purchased from and the first course of action would be to repair if possible.  If the furniture is deemed unrepairable by the...

retailer, we would certainly discuss this with them to determine if a replacement is warranted.  If the retailer has agreed to repair, this is the normal process of our warranty.  Please continue to work with them to complete the warranty process.

I apologize for any troubles Ms. [redacted] has been having with her furniture.  I'm not sure who she has communicated with in Customer Service at United Furniture as the lady who handles any consumers who call in has no information on her.  Our warranty does work back through the retailer...

she purchased her furniture from as they should be able to honor any warranty issues.  There is a one year warranty on any defects to do with the leather on her furniture.  It is the retailers responsibility to assess the issues to determine if there is a defect and if repair can be made or a replacement is necessary.   We will stand behind the retailer in their decision.  If it is a manufacturer's defect and deemed unrepairable, the retailer would then request a replacement from us.  Please advise Ms. [redacted] to have the retailer contact us if there is any confusion.  Thanks!!

Complaint: [redacted]
I am rejecting this response because: I’m not excepting that after all I been thru.  All the unreturned calls, incorrect info I got in the beginning.  I could of did dispute with visa.  I looked up off your website different stores that carry your product 3 were closed out of business. The other  2 I visited had very little picking.  I do not want the same couch and loveseat. I know the material is not going to hold up.  I sent you pictures of your product on showroom floor. The material turned rough and Pilly.  The cushions are all stretched out and the frame actually is lose.  That has been from day one when Delivered they put a screw underneath.  Your plant is a few hours from me like 2.5 I do not have a truck and this has been horrible. I requested a refund and to actually speak to [redacted] myself you said you forwarded it to him.  I heard nothing yet. I want a refund so this needs to be escalated.  I am actually floored  he said pick it up at the plant is he serious inconveniencing me some more.  Who is going to drive 5 hours round trip.  Who is going to carry it? This is unexceptionable.  As requested I would like to request a refund of 1653.  I’ll will eat the delivery charge.  If you can’t approve that then I request to speak to someone that can.  At some point you
Regards,
[redacted]

I called Mr [redacted] yesterday afternoon. We are working on a resolution.Thank you.[redacted]

[redacted] emailed Mr [redacted] to inquire what cushion he is needing to order. He is waiting to hear back from him so he can place the order.Thank you.[redacted]

I have forwarded this complaint to my supervisor.Thank you.[redacted]

I forwarded Mr [redacted]'s email that he sent me today to [redacted] and [redacted].Thank you.[redacted]

Again, please feel free to call us at 1-[redacted], extension [redacted] to discuss your options.  We are limited to either repairing or replacing the furniture if we feel it is warranted.  For a full refund, this would be something that would be handled by the retailerthe purchase was made thru.

I purchased a sofa love seat and an Ottoman January 2015 from a company who gets there furniture from United all the color has peel off. I have being called three time tellingever a repair person was coming out no one came. I have sent picture to [redacted] and [redacted] 3 times bank statement. Nothing has happen.

I have been in contact with this consumer and advised him we would be shipping out a replacement recliner.

I understand the consumer's frustration but it is clearly stated in our warranty that all warranty service does work back through the retailer.  I have copied the claim procedure portion of our warranty below:C L A I M P R O C E D U R EUnited Furniture Industries, Inc. is a manufacturer and does not selldirectly to the public. All warranty service is executed exclusively throughUFI’s retail dealer network. Do not contact UFI directly for service issues.You must work through the certified UFI retailer from whom you purchasedthe furniture. If a problem should arise which you feel is covered by ourLimited Warranties, please contact the original retailer that you purchased theUnited Furniture Industries, Inc. product from. The original bill of sale and theproduct serial number are necessary for the fulfillment of the warranty.If necessary the retailer will contact UFI to establish service. United FurnitureIndustries, Inc. will authorize the retailer to handle the service issue in themost efficient and cost effective way. Costs for packaging, shipping andinstallation are not covered by this warranty.This procedure is put in place as the retailer and the consumer have the direct relationship and should be able to work out any issues.  We will stand behind our product but we sold the product to the retailer and it is their responsibility to assess any defects and advise if parts or replacements are needed.  This would be at the manufacturer's cost but the retailer who is our direct customer must facilitate this process.  Please have the retailer contact us for any further information.

I was given a 3way rocker recliner Lowell espresso and it has been messed up from the get. Every Time I try to recline it falls back. Called the company and they are at the same level as the chair! Junk chair crap customer service all around its bad!

Complaint: [redacted]
I am rejecting this response because: There is no part to replace unless they want to provide ALL the leather for the chair. I'm aware of the 1 year warranty. But with so many issues with this leather, the company should recall the chair. If a car mfg. has the paint peel beyond the warranty, they recall the car to repaint ....the same applies here. After all UFI states on their web site that the company uses the best materials and wants customer satisfaction.
Regards,
 [redacted]

In response to the complaint filed, I have attached a copy of our warranty which explains coverages and claim processes.  We, as a retailer, do not have service technicians in the field to assess defects and/or repair.  This is handled at the retail level.  Please contact [redacted] for...

any warranty issues you may have.  We will assist them in any way needed.

We apologize for any issues you are having with your Simmons furniture. Please be advised there is a one year warranty on your product that works back thru the retailer. They will honor any manufacturers defects and process any warranty claims. Please contact Big Lots for all issues.

I also bought a sofa and love seat, under the assumption it was "leather" for a second home used for occasional long weekends. I still love the looks of the set. Is is unfortunate that after a year the foam started to break down. We just switched seats, since we had 4 recliners. Next the "leather" started puckering... Then peel behind the head area. Next the arms and now it is peeling everywhere. Since I no longer had the receipt the store wouldn't cover it. I found the TAG which clearly states the face is "40% bonded leather", (60%vinyl), and "18%leather". Shame on the sales person who misrepresented the product this way! However, United Furniture Industries touts their products are made in the USA. United Furniture execs should hang your heads in shame??

Revdex.com:
150%;">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as I receive the "NEW" replacement recliner in 2 to 3 weeks from today as stated to me per personal email from [redacted].
I have enlosed the email I recieved from her today ;
Re[11]: Broken Recliner
From

[redacted]unitedfurnitureindustries.comhide details





@aol.comOk, I will have a replacement piece put into production.  I'm just not sure why the parts we sent the second and third time would not work.  This is a standard recliner that we make.  The new piece will be shipped to the [redacted]'s where you purchased your furniture.  Your warranty is still retroactive to your original purchase date.  This will take 2-3 weeks to go thru production and be shipped to [redacted].  I will have them contact you when they receive it.  Again, thanks for your patience.  
Thanks,

[redacted]


 
Regards,
 
 
[redacted] [redacted]

As was stated to Mr. [redacted], his frame parts do have a limited lifetime warranty that we would be glad to replace.  Our warranty does not include any shipping and installation, but we did offer to send the parts at no charge to him.  I have attached a copy of our warranty booklet that...

explains coverages as well as claim procedures.  As a manufacturer, we do not have service people to do any type of repairs.  This is something that is handled at the retail level.

AFTER ABOUT 6 MONTHS IT STARTED TO SAG.ON THE BACK OF THE CHAIR AND SOFA THE METAL STRIPS POKE OUT. I CALL THE COMPANY AND THEY TOLD ME TO SEND PICTURES, AND THEY WOULD GET BACK WITH ME. AFTER THE RUN ROUNDS THEY TOLD ME THAT IT WAS A 1 TIME EXCHANGE. WHICH I NEVER EXCHANGED THE SET. I WAS TOLD THAT IT HAD A 1 YEAR WARRNTY ON THE MATERIAL. IT'S NOT JUST THE MATERIAL IT'S THE STRUCTURE OF THE SET. THEN SHE SAID THAT SHE CAN SEND ME SOME FIBER. NOT FOR SURE WHAT THAT GOING TO DO. BECAUSE THE BACK WHERE THE METAL STRIP IS COMING OUT HAS PUT HOLES IN MY WALLS. I AM VERY DISAPPOINTED WITH THEIR CUSTOMER SERVICE EXPERIENCE AND THEIR PRUDUCTS. IT SEEMS LIKE THIS COMPANY DOES NOT STAND BY THEIR PRODUCTS.