Via Christi

I think there is some confusion with this complaintI will state again, that the customer believed we should be paying for fraying on her furniture that Is out of warrantyI supplied the cost to replace the fabric and advised her of a service charge.At present, we have contacted her and will send a service rep out to take photos and possibly use a fabric razor to address any pilllng that may be occurring on the fabric as a result of useAs a courtesy, we will not charge her a service fee.As far as replacement of parts, all of our vendors provide us with a year warranty for parts and serviceAfter that, it is the responsibility of the customer to pay for any expenses incurred[redacted] has nothing to do with this request as they only provide fabric protection for stains,cuts, rips, tears, spills, burns & pet fluids excluding feces and vomit.We do have the appointment scheduled for Monday, June 27th and will attempt to advise the customer again how our warranties are presented to our customers at Calvin's.Thank you for your time and consideration.Lori [redacted] Calvin's Furniture [redacted] ***

Dear [redacted] August 8th, [redacted] ordered a Bradington-Young recliner on June 22nd, She called our store on October 13, and said that the recliner was making noise, We contacted customer service and the factory trained service representative, Fred B [redacted] to service *** [redacted] An appointment was set up for October 29th, after several attempts to work around the customers schedule" yet [redacted] cancelled the appointmentReferences can be seen with the service reportOn June 15, she called "Calvin's Furniture" not" Calvin's Leather Gallery" and said she needed service [redacted] felt that she should not have to pay for anytype of service fees, even though the customer had said she had "procrastinated".We would be more than willing to try and get her a mechanism at no charge, possibly, although the piece is, years oldHowever, Bradington Young, nor Calvin's Leather Gallery can absorb labor charges after yearsPlease see all the service reports with the many attempts we have made to contact, and service [redacted] The issues has been that the customer hasn't returned our calls or has not given a decision, and why this issue is still going onThis recliner is out of warranty by years, and [redacted] is NOT willing to pay for any service at allWe have offered to try and obtain a new mechanism at no charge, although the answer from [redacted] was that "She would think about it and let us know."Calvin's has been in business for over years, and has been successful due to our superb quality furniture, and customer serviceWe do not deal with issues like this normally, and am trying to work with the customer as much as possible to resolve this issue.Sincerely,Nancy CB***

We are replying to our customer's concern regarding her *** *** chairs delivered September 17,She has Issues with fabric fraying and I had attempted to accommodate her by providing anestimate for repairs and the purchase of partsI explained to her that all of our manufacturers only warrant
parts & service fo year after deliveryOf course, some manufactures vary for frame structure, but not the fabric. Prior to her calling me, she called the warranty company we use assuming they would assist herUpon receiving a phone call from her on May 27, to initiate my service to her, she explained how she was upset with *** ***I advised her that they were only a company that handles accidental stains,burns and cuts and not replacement of fabric for wear. I think the whole reason the customer was truly upset is apparently *** *** had asked for all of her personal information such as date of birth, social security number and other information that was not needed to initiate a claimI called *** *** to find out by speaking with our Reglonal Sales Manageras to what information he company is allowed to ask our customersThey are allowed information suchas phone number, address (in case their service Is required) and the nature of the accidental stain issuesSomehow, It seems that the customer may have spoken to someone not affiliated with *** *** and we are truly sorry that she was treated this way*** *** is a separate company and is not owned by Calvin's Furniture.Her true complaint should be with *** *** and the way she was treated, but again, I was assured that this was not the policy of *** *** to ask for detailed personal informationIf you need further information from us, please let me know how I can assist further .Thank you.Lori ** ***Service Manager

I think there is some confusion with this complaint. I will state again, that the customer believed we should be paying for fraying on her furniture that Is out of warranty. I supplied the cost to replace the fabric and advised her of a service charge.At present, we have contacted her and will send a service rep out to take photos and possibly use a fabric razor to address any pilllng that may be occurring on the fabric as a result of normal use. As a courtesy, we will not charge her a service fee.As far as replacement of parts, all of our vendors provide us with a 1 year warranty for parts and service. After that, it is the responsibility of the customer to pay for any expenses incurred.[redacted] has nothing to do with this request as they only provide fabric protection for stains,cuts, rips, tears, spills, burns & pet fluids excluding feces and vomit.We do have the appointment scheduled for Monday, June 27th and will attempt to advise the customer again how our warranties are presented to our customers at Calvin's.Thank you for your time and consideration.Lori [redacted] Calvin's Furniture [redacted]

Dear [redacted] August 8th, 2015[redacted] ordered a Bradington-Young recliner on June 22nd, 2008. She called our store on October 13, 2008 and said that the recliner was making noise, We contacted customer service and the factory trained service representative, Fred B[redacted] to service [redacted]...

[redacted]. An appointment was set up for October 29th, 2008 after several attempts to work around the customers schedule" yet [redacted] cancelled the appointment. References can be seen with the service report. On June 15, 2015 she called "Calvin's Furniture" not" Calvin's Leather Gallery" and said she needed service. [redacted] felt that she should not have to pay for anytype of service fees, even though the customer had said she had "procrastinated".We would be more than willing to try and get her a mechanism at no charge, possibly, although the piece is, 8 years old. However, Bradington Young, nor Calvin's Leather Gallery can absorb labor charges after 8 years. Please see all the service reports with the many attempts we have made to contact, and service [redacted]. The issues has been that the customer hasn't returned our calls or has not given a decision, and why this issue is still going on. This recliner is out of warranty by 7 years, and [redacted] is NOT willing to pay for any service at all. We have offered to try and obtain a new mechanism at no charge, although the answer from [redacted] was that "She would think about it and let us know."Calvin's has been in business for over 60 years, and has been successful due to our superb quality furniture, and customer service. We do not deal with issues like this normally, and am trying to work with the customer as much as possible to resolve this issue.Sincerely,Nancy C. B[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hello,Although Calvin's Furniture did call me, they're only response is that my problem is with [redacted] and they refuse to accept any responsibility for the problem with this furniture. Noting has been resolved and they made zero effort to resolve anything other than to place blame elsewhere. Please see their comments below. "We are replying to our customer's concern regarding her Sam Moore chairs delivered September 17, 2014. She has Issues with fabric fraying and I had attempted to accommodate her by providing an estimate for repairs and the purchase of parts. I explained to her that all of our manufacturers only warrant parts & service for 1 year after delivery. Prior to her calling me, she called the warranty company we use assuming they would assist her. Upon receiving a phone call from her on May 27, 2016 to initiate my service to her, she explained how she was upset with [redacted]. I advised her that they were only a company that handles accidental stains, burns and cuts and not replacement of fabric for wear. Somehow, It seems that the customer may have spoken to someone not affiliated with [redacted] and we are truly sorry that she was treated this way. [redacted] is a separate company and is not owned by Calvin's Furniture. Her true complaint should be with [redacted] and the way she was treated, but again, I was assured that this was not the policy of [redacted] to ask for detailed personal information. If you need further information from us, please let me know how I can assist further .Thank you. Lori C. Avedisian Service Manager"It is very clear from their conversation on the pone and in their comments here, Calvin's does not understand that they are the company that not only sold the furniture, but also the company I purchased the added warranty for an additional cost. It is completely unacceptable to suggest that somehow I spoke with someone not affiliated with [redacted] when I dialed the very number given to me by Calvin's on the purchase/warranty agreement. Furthermore, it is outrageous to think a company can sell a very expensive item claiming to be made of the highest quality and then refuse to stand behind that product when something goes wrong. Calvin's is refusing to understand I did not purchase this product from the manufacture, but rather from them. Blaming the manufacture or saying my problem is with [redacted] when I paid Calvin's for both products is not ok. I did not independently go out and find [redacted] on my own as an extra protection.  My added warranty is only through [redacted] because that is the company Calvin's chose to represent them in such matters. My money was paid to Calvin's on the day of purchase and Calvin's only. It is their responsibility to ensure quality of service. I do not claim to be an expert in dealing with [redacted], but I do know that on the day I called they were rude and required a lot of personal information I was not comfortable giving them. For Calvin's to suggest that is somehow my problem to deal with is ridiculous and shows a great lack of respect on their part for customer care. It is true that Calvin's did attempt to offer me a repair cost of over $100, which again goes to prove they do not understand they sold me an additional warranty at an additional price that should cover this issue.  Again, I am asking that the chair itself be repaired by Calvin's free of charge due to the fact we paid for an added warranty that is not being honored by Calvin's in any way shape or form or we get a refund for the warranty we paid for to cover these repairs that clearly was a scam at this point. Thank you for your continued help with this matter. Regards,[redacted]