I bought a dining room set, delivered January 13, 2014. I briefly examined each piece noticing a small tuff of fabric on the front part of one of the chairs. I considered it a natural flaw at the time. February 10, 2014 I finally bought the ScotchGuard to protect the fabric when I noticed that by pushing the small tuff of fabric to the side, the threads in the fabric were broken. I immediately telephoned the warranty department and politely explained the problem. I was given instructions on how to handle it. The same day as the call, I emailed photos of the flawed seat cover accompanied by their form sent to me with all required information. There customer service policy is to respond in 24 to 48 hours. Hearing nothing from the company, I called again on February 20, 2014 to inquire. I was told that they only received one closeup photo and nothing else. I asked why they had not informed me. That day, February 20, I went to the drugstore and made prints of the chair cushion sending them, and the form and a letter explaining the situation by US postal service. By March 1, 2014, I still had not heard from anyone so I called the warranty department again. I was informed that they had not received any photos, the letter or form. I asked what I needed to do to take care of the problem. I was told that for a $89 charge someone would come and pick up the chair or I could bring the memory card in tot he store and someone would upload the photos. On March 2, 2014, I went to the corporate store in La MIrada and spoke to the operations manager. He uploaded the photos whiile I waited and took a copy of the letter I had brought in. By March 6, 2014 I called again since their customer service response is supposed to be within 24 to 48 hours. I was told that the photos were on file and the issue would be sent to the warranty department. I was told that it could take about a week because they were busy and behind schedule. That afternoon on March 6, 2014 I received a telephone call from a person in the warranty department asking if I would accept a discount on the damaged furniture. I refused stating that I had bought new furniture and not willing to accept a damaged chair. I was told that for a fee, a pick up could be arranged to repair the chair. I asked if I could bring the chair in myself since I did not feel that I should pay any more for something I had all ready purchased. He said that I could. The fabric wouldbe delivered in 2 to 6 weeks then I should bring the chair and the fabric in to have it reupholstered at no charge to me. About three minutes later on the same day, the same person called back and said that his manager said there was nothing they could do because the damage was not reported at delivery. The chair had never been sat on. I live alone. No one has ever used or touched that chair except those who delivered it. Refusal to replace or reupholster it is just plain wrong and a very poor way to do business.
14501 Artesia Bl., La Mirada, CA 90638 Select State/Province USA
Furniture & Furnishings