Complaints

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• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ordered a powered reclining loveseat based on a floor model they had in the showroom and have had issues. The "sit" is not close to the floor model as if it is made of different material (and this is the ONLY issue they have disputed us on), doesn't lean back as far as the floor model and the power lumber seems off. We have contacted the store on these issues but they only want to discuss the aspect of the interior material. We had tried the couch for a couple of days but we moved it out of place (into our foyer) as we were finding the issues and didn't want to put it into a "used" condition. Over the course of the last two weeks we attempted to try it in place and we did manage to get it to recline appropriately twice. But, during the couple of days we initially had it, it stopped fully reclining. Each time I have called the store I have been told that they person I need to speak to is unavailable and they will contact me back but only do it by email, so I have attached the email thread as well.

  Customer Answer

  Date: 15/11/2023

  I am following up on this as the couch is in my foyer covered up (as it has been since October 22nd) and I was hoping to have it returned soon.  Is there more information you need from me?  I can be reached at ************ during the day and evening if required.  

  I just want to know my next steps.

  Business Response

  Date: 26/11/2023

  Hello,
  
  I would advise you to read the email thread that was submitted by the customer before you read this response, as it provides context and speaks for itself. No other documents need to be submitted by us. 
  
  We have gone to great efforts to resolve this customer's issue; including bending our store policy to offer the customer full store credit to select a different item. On 11/22/23 we have also offered to send one of our technicians to the customers home in ****** (from ****** - 102km away) to inspect the sofa (to confirm it is different than our floor model) and fix any issues that are discovered (all costs covered by us). That offer is still on the table.
  
  When we put in a special order, that product is custom made for that specific customer (sofa configuration, leather grade and color, finishes, legs) by the manufacturer; and thus, after the product is produced and delivered to the customer, there is no refund available. However, we offer full service of the item to resolve any issues, and in VERY rare cases will offer store credit if the customer is unhappy with the product - which we have done in this case. Further, if there is a question of quality or the product possibly having a defect or service issue, it is our policy to send out a technician to assess the situation. 
  
  The customer's sofa was inspected by our warehouse staff before it was delivered to the customer's home (this is our practice). The warehouse manager reported it was exact to our floor model. However, despite this, there could be some issue that we are not aware of, hence, I offered to send out my technician to inspect the sofa and confirm that there is a discrepancy between the customer's sofa and the one on our floor. .
  
  I am confident that we have done our due diligence in this case, as, we always go above and beyond for our customers in cases like this.
  
  I do hope to reach a resolution with the customer, we have 2 options of the table for her:
  
  1. She can return the sofa for full store credit and select a different product. I will also wave the delivery fee that we will be charged to pick up the sofa from ******.

  2. We can send out ************** to inspect the sofa and confirm there is a defect and repair the defect (all costs covered by us).
  
  From the information we have (customer sent us a photo, just to be sure the wrong sofa didn't get delivered), the customer received exactly what they ordered.
  
  If you need any further info, please reach out.
  
  Regards,
  *******
  
  
  
  

  Customer Answer

  Date: 27/11/2023

  I have talked to the store and they are planning on sending a technician out to check out the glitches on the powered reclining.  I had talked to them at 3:49 pm on November 22 and they were "making arrangements" to send someone out but am still waiting for a call on when.

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20835958
  
  I am rejecting this response because: - please see below.  - still not complete but may be soon.  I hope.

   

  I have talked to the store and they are planning on sending a technician out to check out the glitches on the powered reclining.  I had talked to them at 3:49 pm on November 22 and they were "making arrangements" to send someone out but am still waiting for a call on when.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/12/2023

  I wanted to address a few items that I missed last time - while the business says they had offered to send someone out, that offer didn't happen until I had called the manufacturer directly.  As a matter of fact, the comment in an email from ************************* on November 1 included the sentence "In most cases, we would have someone from our warehouse make a service call to inspect the item, to ensure there are no manufacturing defects or errors. Unfortunately, this is not an option, as you are located well outside of ******" .

  We did finally get a technician out to do an inspection on December 4th (after a few calls) but he was only there for 10 minutes.  During one of my calls I had mentioned that the glitches had happened when the couch was in place, we moved it to another room, got it working, moved it again, a couple of glitches, and put it back in place.  Seems to be working now.  But this might indicate there is a loose connection (discussion with the manufacture and warehouse manager gave me this indication) but the technician who came out did NOT move the item so...... when I have to move the item to wipe the walls, vacuum the floor, etc I don't know if the possible loose connection will create the issue yet again.  Of

  As the store that the item was purchased from has absolutely no intention of assisting us, we will have to work on the warranty the manufacturer has promised (unlimited for 1 year, limited for 5 years) and hope it doesn't glitch again.