Victor Furniture

Good afternoon.I spoke with the owner [redacted] who has been in contact with her in regards to her complaint He has offered to come out & do the necessary repairs on her carpet but she has declined We have exhausted all our efforts through [redacted] that we can If she would like to contact [redacted] Customer Care directly, sometimes the consumer has better luck that we do as the purchaser The claim was declined twice, once by [redacted] and the next time by an independent inspector We sincerely are sorry she is not happy with her carpet

The Four Seasons sofa was delivered November 12, 2015Four Seasons is a slipcovered upholstery vendor The application of the slipcover is supposed to be relaxed and uneven The [redacted] are aware of this because previously they purchased, from us, the same frame with a different slipcover.Their initial visit was to purchase a replacement slipcover for their existing frame They are aware the value of this company is the slipcover is in pieces which velcros onto a muslin frame, therefore allowing you to wash the skirt, the arm cover, the casings individually in your home machine.When their sofa was delivered, they reported it was wrinkled We sent our service representative out whereas he did find two areas that were puckered He steamed the cover Please not that the customer would not answer the phone to make the appointment (November 13th) because they did not recognize the caller ID After finally making the appointment, the customer was a no-show When our service rep finally did connect (December 17th) he suggested we re sew the two pieces.The [redacted] wanted to return the sofa We contacted the representative from Four Seasons He lives in Connecticut and came the following week That did not seem fast enough although the weather was questionable Mr [redacted] led us to believe that he was never contacted by the rep but yet he was.The representative met with Mrs [redacted] and they agreed to send the two pieces back for resewing Mr [redacted] believes he should not have to mail them back so Pam told him when he received the call tags to call her and we would come out and put the two material sin the package for him We have not received a call yet.The cushions are the same cushions on our floor sample Same numbers The representative said if the customer was unhappy they would also take those back to be altered and homeowner has not contacted us as to that either.We have never denied any service and have done as much as we can to resolve this issue The miscommunication we consider for his complaint is that we agreed the repair is out of our hands and being resolved by the manufacturer They stand by their products We will do as Four Seasons as directed us to and we are sill servicing the customer.Pam C*** This is what our lead sales person told me is going on with the [redacted] ***sThank you.Barb SchultzOffice Manager

Good afternoon I just received this today as I was out for a couple days I will read & respond as soon as I can get with my owner to discuss Thank you