Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  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.

  On 2/28/22 I placed an order for Savesto 3-pcs sectional with Ottoman 31104-64,31104-65,31104-46 and 31104-08. The sectional was on back order, and I received it on 5/31/22. Just recently I noticed the Frame inside the arm of the corner chair (31104-64) was not solid and presses down I believe the frame is broken. I called the store that I purchased it from Sclamos Discount furniture ( 3rd party retailer) on 5/29/23 at 10 am and explained to them what was going on and that it will be 1 year in a few days and I would like to have my sectional repaired under the warranty. They said that I need to speak with peter Sclamos because he handles the warranties, but he was with a customer, and they said they will have him call me as soon as he is done with the customer. He never returned my call so on 5/30/23 at 10:30 am I called the store again I spoke with peter he said he needs to look up my purchase order and will get back to me. Once again, he never returned my call. I called back on 5/31/23 and talked to peter again he said he just got in and will call me back. And again, he never returned my call on 6/1/23 I called back, and they said peter has the day off and said they will have him call me first thing Friday morning 6/1/23 he never called me. On Saturday 6/2/23 I went to the store and spoke with peter he said it is well over a year and there is NO warranty. I told him that the frame has a limited lifetime warranty and 1 year on labor. And I told him I called him before the one year. His reply was the arm is not part of the frame so I can’t help you. I called customer service at ****** **** and they told me that the arm is part on the frame and does have a limited lifetime warranty. I am very disappointed by the customer service from this third-party store. please help me resolve this issue This is covered under ****** ********* warranty but I have to file warrantty claim from 3rd party retailer where purchased and they refuse to help me

  

  Business Response

  Date: 06/09/2023

  Thank you for reaching out to us.  This is a disappointing situation all around.  First an foremost, we have address the customer issues when he first called for a resolution.  Although the sectional is only a year old, the arm is broken from people sitting on it.  As per the manufacturer, this is not normal wear and tear.  However, we at Sclamo's were working with ****** to see how to resolve this issue, the customer was very nervous because of the time line with his warantee.  We currently have a third party furniture repair person working with the customer to inspect the sectional sometime next week.  Which ever date work well for both.  Pending results of the inspection for repair with determine how to move forward.  Either repair or store credit.  Thank you for the opportunity to correct this situation.