Complaints

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• Initial Complaint

  Date:12/27/2023

  Type:Product 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.

  9/22/2023 Del Duca's Upholstery Plus representative came by to give me an estimate on 4 cushion replacement 2 love seat measurement 32x27x5 and 2 couch seat measurement 42x27x5 these are their measurements. I chose a firmer cushion which was a 45 ILD. I was quoted a price of $650 with a deposit of $325 only if I had cash. I went to get the $325 deposit which was given in cash. I received a receipt. The estimated return of the cushions was 10/7/2023, however they were done faster. Cushions returned on 10/4/2023. I paid the remaining $325 in cash. I was given a 90 day warranty. On 10/22/2023 I contacted the rep and sent pictures through text messages showing that when sitting on the couch it causes creases to form. The rep responded back with "use a steamer to release some of the creases" after not entertaining that suggestion I then lift one cushion up and there was a tear that was not there when the rep took the cushions out on 9/22/2023. The rep and his seamstress came out today 10/24/2023 to take a look. The rep suggested adding more ****** Foam to compensate for the air gaps between the foam and the fabric. I was fine with that but what about the tear. Disrespectfully the two started speaking spanish. I had to ask the rep not to raise his voice in my home at that moment he was speaking english to me. Now the rep is saying I'm not going to add more ****** Foam. I told the rep that I was going to contact BBB because this is unexceptable. They put on their shoes and walked out the door. I paid $650 and no compensation!!! I am furious.

  Business Response

  Date: 12/28/2023

  ***************************************************************** Office Line: ************* Cell *************
  Email: DelDucasUpholstery@******************
  To whom it may concern:
  We at Del Duca's Upholstery plus LLC. We where contacted on July 13th, 2023 by phone by ********************************. We then request from all our clients to send us photos of there projects by text. On July 13th 2023.  We received 3 photos of 4 cushions.  She concluded that she will be coming by the shop.  We replied by providing our shop address and hours.  All communications was done by text moving forward at this point. All text and photos are still available and stored for viewing. 
  On Sept 20th, 2023 ******************* sends us by text the 3 same photos that where received on July 13th,2023.  She requested that we go to her.  She resides at ************************************** Apt ** Temple Hills, Md *****. 
  On Sept 22nd, 2023 Our Sales person arrived at ******************* residence.  First he starts by inspecting the cushions, foam, zippers and fabric. Then he goes over different foam firmness with samples that we provide.   ******************* described that the couch is 20 years old and the foam has gotten too soft.  Her request is to change out the foam to a stiffer and firmer foam. Once she choices a foam firmness.   We then explained that in some cases the zippers don't work and will have to be replaced.  Second we warned her of fabric could ripe going on a tighter stiffer foam in some areas being the age of the couch. Third we suggested replacing the fabric because of the age, and dryness of it.  ******************* wasn't prepared at the time to pay for more for fabric and seamstress time.  Foam is ordered by square or rectangle blocks shapes.  Which it has to be cut,  sanded to shape in order fit in to the couch, and the old stretched out fabric.  The cost that was agreed on was for $153.50 per foam replacement for the each cushion with the same old fabric to be reused.  That's a total of $650.00 with tax for 4 foam replacements.  Deposit required was for $325.00 and was given a payment choice of Credit Card, Check, ***** and or Cash.  We also except ****** 
  On Oct 3rd, 2023 The cushions were ready for delivery and inspected over and over again.  On Oct 4th, 2023 We delivered the cushions with all new foam fully wrapped in plastic to protect them while in transit.  While unwrapping the cushions from the protective plastic with the help of Mrs. Whitney.   We then both inspected the cushions to get a final decision of the work.  There where no ripes or dissatisfaction of our work at the time.  She was very happy of the firmness and fitting of the cushions.  Job was completed and satisfactory to both parties at the time. 

  On Oct 23rd, 2023 at 1:06pm ******************* sends us photos of wrinkles on the fabric in some areas.  We suggested steam cleaning the fabric.   Since they have zippers "like covers".  We suggested to ******************* to be cautious if she was to wash them in a machine washer because of the age of the fabric. We also suggested that we could add Dacron foam "like stuffing" to a couch to fill in the areas that are loose.  We arranged to come out the very next day to inspect. 
  

  On the same day later in the day on Oct 23rd, 2023 at 5:57pm ******************* sends us another photo of a rip on 1 cushion.  Explaining that we should be prepared to fix this rip that wasn't there before.  
  

  On Oct 24th, 2023 at 12:00pm The sales person and the seamstress arrived at ******************* residence to inspect the damage.  Our findings was that the rip is on the underside of the cushion which it lays on metal springs that are almost exposed of thin fabric.  The conclusion is that new stiffer,  harder foam on the metal springs and on the underside at the tightest part of the cushion made it stretch-out to its *** causing it to separate and rip.  The finding was a 6"x3" rip on the underside of 1 of the cushions.  The foam is still intact no signs of damage.  ******************* was given a warranty for 90 days for what parts we replaced which in this matter is the foam not fabric which was agreed on. 
  On Oct 24th, 2023 The sales person and seamstress in there own safety took it upon themselves to leave ******************* home because she was not willing to listen to reason and was forcing us to give her a full refund. Our expertise diagnosis and conclusions didn't matter to her.  It was her raising her voice to be heard about the full refund of $650.00. By raising her voice and getting inpatient throwing around a cushion.  They felt unsafe for safety reasons they left without any prearrangements or agreements.  We was hired to fix an issue,  we put in the work to fix a problem which we did fix.  We are prepared to refund for 1 cushion which is $153.50 for her old fabric being ripped 19 days after delivery.  
  Our current certifications with Maryland are as follow:
  DBE - Disadvantaged Business Enterprise
  MBE- Minority Business Enterprise
  SBE- Small Business Enterprise
  We are a family owned and operated company here to help and provide a service to our community by saving them money and helping the environment at the same time.  From filling our landfills with savable furniture by restoring and or reupholstering the old to new conditions.  We are in a trade that is almost becoming extinct. We hope that the community gives us small family minority oriented business have a chance to make a difference to help one another, like a Utopia. 
  

  Sincerely
  
  * ************
  Owner

  Customer Answer

  Date: 01/03/2024

  Good Day

  It was never mentioned to me on 9/23/2023 from the rep that there was any possibility of the fabric stretching which would cause a tear in the fabric. The cushions have zippers and I was informed that the zippers may have to be changed however they were not replaced. Only when I received the cushions back it was mentioned that I could wash them. I would never wash them unzipped the fabric remove the foam seems to me a hard task. I hired a company to professionally remove the fabric and replace the foam. I was not concerned about removing and washing. The cushions are at least 20 years old however that has nothing to do with the fabric tearing. I have attached a picture of the bottom of the couch where the springs are which does not show any tearing which would cause a rip in the fabric. On 10/24/2023 the conversation escalated when the rep started raising his voice affirmatively about how old the couch is. He was also aggressively loud speaking Spanish to the seamstress, by her actions was trying to solve the issue by pointing at the cushion that have the tear and looking at the other cushion with no tear. The rep was flipping all four cushions over and over again as if something was going to change about the fabric which, I stated before please lower your voice. I “did not” ask for a refund because I was still under warranty. The rep offered to add more ****** Foam. As stated before I was fine with that but what about the tear so he threw his hands up shook his head and said he was not going to do anything. They put their shoes on proceeded to walk to the door.