Wellspring Physical Therapy, LLC

There is no image attached for review.AS STATED in the final paragraph of the original response - "In addition, Creative Leather still stands behind the product and would be happy to address any issues that fall outside of our quality standards If [redacted] decides to cancel the refund request and have any issues addressed we would be happy to do so."Once the chair was delivered and accepted by [redacted] on 8/1/the service was considered complete and closed To date we do not have any actionable information or documentation from [redacted] about additional or residual issues The only information received from [redacted] was on August 30th requesting a refund At that time she had agreed to the 40% restocking feeCreative leather will be abiding by the contractual obligation as stated in the terms and conditions of the sales contract and our warranty as agreed upon by both [redacted] and Creative Leather furniture.The customer was notified by both distribution and customer relations that credits can take up to business days to process (of of those are imposed by the merchant bank for credits) As per her request via voice mail on 9/11/the appointment for pickup was placed on hold, as was all credit processingAs previously stated – “Creative Leather still stands behind the product and would be happy to address any issues that fall outside of our quality standards If [redacted] decides to cancel the refund request and have any issues addressed we would be happy to do so."Creative Leather will be abiding by the contractual obligation as stated in the terms and conditions of the sales contract and our warranty as agreed upon by both [redacted] and Creative Leather furniture

The fact remains that [redacted] has not seen or inspected the furniture since the issues have been addressed To state that the furniture is – QUOTE; “poorly designed o not manufactured to their own standard.s” when he has not viewed or inspected it is rather telling of the situation [redacted] has not allowed the delivery of his furniture and has not inspected it While it is clear that [redacted] does not want to honor the original contract agreement, Creative Leather will continue to do so – in all aspects including the warranty As per the contract (previously attached) we did offer an exchange Included in that offer to exchange his furniture, as stated in the contract, is the 40% restocking fee

My agreement says nothing about my agreeing to accept furniture that is poorly designed o not manufactured to their own standard.s They also left out that they offered me a bottle of leather conditioner for my troubles and in writing to exchange the furniture They even asked me to make contact with the showroom, which I did I assume this was the most reasonable solution I could expect without litigation I don't think all their furniture is flawed I also thought they would sell the returned sofa in one of their floor sample sales, still at a profit (unless they think it is so flawed they couldn't) and would make a profit on the retail price of anything else I purchased to replace it A lot of time has passed and other then offering me a bottle of conditioner and the offer to replace it, which they seed to be reneging on, I have only received periodic demands to deliver it I have felt they were just trying to take advantage of the fact they have my money and I will have to expend money on legal assistance to resolve this One more thing There was a turnover in the customer service person and in a desire to resolve the matter I asked to work with the general manager I was refused and told I had to work with the new customer service representative

As with all custom furniture, the initial sales contract includes specific terms and conditions that is the framework of the sales contract*** was aware of these terms and I have attached a copy of the sales contract for review. It should be noted that these terms are not complicated or
extensive and are directly above the customer’s signature on both contracts. These terms and conditions are necessities since each of these orders are completely custom. In this case not only is the leather choice specific, but special modifications where made to allow for specific recliner locations. These attributes make the sectional one of a kind and unique, as unique as the designer/ownerThe first paragraph of the terms and conditions is of primary concern in this case; “This order may not be cancelled or returned by the customer. Only items deemed defective & beyond repair by Creative Leather will be considered for exchange or refund. All cancellations and/or refunds are at the sole discretion of Creative Leather and are subject to a 40% restocking fee, including tax and delivery fees” In this case, there is no major defect or design flaw that has not already been addressed. The furniture is here at our factory and has had all issues corrected. In addition the pieces have been reviewed by our company President and have been found to be well within our quality standards. *** has not been willing to take delivery or review the furniture since these changes have been made. We have made multiple attempts to deliver and have offered to meet with him here at the factory to review the furniture

I can only simply say, the chair was not stuffed with enough stuffing This is defective & they have picked it up to take care of these wrinkles THREE TIMES, and never repaired it because I don't think this is possible Ripping the
stitches out & sewing it back together would be impossible, unless they have a special machine that can I strongly believe it's beyond repair, and that's why it came back three times not repaired.The first chair with the wrong leather was their error Before ordering & leaving a deposit, I went into the store told Tom I didn't want the green, showed him pictures of a couch I ordered and showed him why the green would not work At that time, he was supposed to order the chair with brown leather After the green chair showed up, I asked Tom what happened went to the store & we had to look through the leathers to find the right one They had to offer me a new chair because Tom ordered the wrong leather & color Incorrect leather was their mistake The service call has never been closedAt times it took weeks for them to respond, they have had the chair about as long as we have, FEB makes one year and the warranty period would expire.Yes, I didn't want them picking up the chair because I wasn't told there would be a credit applied to my card or a check would be delivered with in exchange Nothing was said by Creative Leather of how we would get the money minus the 40% restocking feeThis is one of the reasons why I cancelled the pick upI had to ask for it.They should either fix the chair, make me a new one or refund us every bit of what we paid Sounds like their restocking fee would pay for the material & Tom's commissions I seriously doubt anyone would even pay $for itAttached see photos with measurements of the wrinkles Does this look right to you? What good is a warranty? Thank you, *** * *** ***

There is no image attached for review.AS STATED in the final paragraph of the original response - "In addition, Creative Leather still stands behind the product and would be happy to address any issues that fall outside of our quality standards.  If [redacted] decides to cancel the refund request and have any issues addressed we would be happy to do so."Once the chair was delivered and accepted by [redacted] on 8/1/2017 the service was considered complete and closed.  To date we do not have any actionable information or documentation from [redacted] about additional or residual issues.  The only information received from [redacted] was on August 30th requesting a refund.  At that time she had agreed to the 40% restocking fee. Creative leather will be abiding by the contractual obligation as stated in the terms and conditions of the sales contract and our warranty as agreed upon by both [redacted] and Creative Leather furniture.The customer was notified by both distribution and customer relations that credits can take up to 10 business days to process (4 of of those are imposed by the merchant bank for credits).  As per her request via voice mail on 9/11/2017 the appointment for pickup was placed on hold, as was all credit processing. As previously stated – “Creative Leather still stands behind the product and would be happy to address any issues that fall outside of our quality standards.  If [redacted] decides to cancel the refund request and have any issues addressed we would be happy to do so."Creative Leather will be abiding by the contractual obligation as stated in the terms and conditions of the sales contract and our warranty as agreed upon by both [redacted] and Creative Leather furniture.

My agreement says nothing about my agreeing to accept furniture that is poorly designed o not manufactured to their own standard.s  They also left out that they offered  me a bottle of leather conditioner for my troubles and in writing to exchange the furniture.  They even asked me to make contact with the showroom, which I did.   I assume this was the most reasonable solution I could expect without litigation.  I don't think all their furniture is flawed.   I also thought they would sell the returned sofa in one of their floor sample sales, still at a profit (unless they think it is so flawed they couldn't) and would make a profit on the retail price of anything else I purchased to replace it.   A lot of time has passed and other then offering me a bottle of conditioner and the offer to replace it, which they seed to be reneging on, I have only received periodic demands to deliver it.  I have felt they were just trying to take advantage of the fact they have my money and I will have to expend money on legal assistance to resolve this.       One more thing.   There was a turnover in the customer service person and in a desire to resolve the matter I asked to work with the general manager.  I was refused and told I had to work with the new customer service representative.

Please see attached PDF

The fact remains that [redacted] has not seen or inspected the furniture since the issues have been addressed.  To state that the furniture is – QUOTE; “poorly designed o not manufactured to their own standard.s”  when he has not viewed or inspected it is rather telling of the situation.  [redacted] has not allowed the delivery of his furniture and has not inspected it.  While it is clear that [redacted] does not want to honor the original contract agreement, Creative Leather will continue to do so – in all aspects including the warranty.  As per the contract (previously attached) we did offer an exchange.  Included in that offer to exchange his furniture, as stated in the contract, is the 40% restocking fee.

I can only simply say, the chair was not stuffed with enough stuffing.  This is defective & they have picked it up to take care of these wrinkles THREE TIMES, and never repaired it because I don't think this is possible.  Ripping the stitches out & sewing it back together would be impossible, unless they have a special machine that can.  I strongly believe it's beyond repair, and that's why it came back three times not repaired.The first chair with the wrong leather was their error.  Before ordering & leaving a deposit, I went into the store told Tom I didn't want the green, showed him pictures of a couch I ordered and showed him why the green would not work.  At that time, he was supposed to order the chair with brown leather.  After the green chair showed up, I asked Tom what happened went to the store & we had to look through the leathers to find the right one.  They had to offer me a new chair because Tom ordered the wrong leather & color.  Incorrect leather was their mistake.  The service call has never been closed. At times it took weeks for them to respond, they have had the chair about as long as we have, FEB makes one year and the warranty period would expire.Yes, I didn't want them picking up the chair because I wasn't told there would be a credit applied to my card or a check would be delivered with in exchange.  Nothing was said by Creative Leather of how we would get the money minus the 40% restocking fee. This is one of the reasons why I cancelled the pick up. I had to ask for it.They should either fix the chair, make me a new one or refund us every bit of what we paid.  Sounds like their restocking fee would pay for the material & Tom's commissions.  I seriously doubt anyone would even pay $500 for it. Attached see photos with measurements of the wrinkles.  Does this look right to you?  What good is a warranty? Thank you, [redacted]