The issue is the quality of the product coming from the brand ****** does not satisfy my expectations. I have a piece of furniture that I can't use.
On April 11, 2013 I purchased a "Futon" from "Futon Planet." at 4801 E Colonial Dr. Orlando, Fl. 32830. This futon was described as "Tracy bed frame/mattress" by ***** for a sale price of $299, original price agreed with the store owner was $599. I asked why the futon was on sale and the owner responded with nothing was wrong with it, but there was no space to keep it. I trusted that statement and from the sample shown in the showroom, the futon was quite comfortable and well upholstered. The owner had a futon in the box so that was the one I purchased. Once I set it up, I noticed the quality to be much different to that of which I was sampled. the Futon was uncomfortable and feels like upholstered plywood, poly fill can be seen coming through the stitching. I spoke with the owner of "Futon Planet" who was quite rude and unwilling to try and work something out. From here, I reached out to ********* ******** ******* line X-XXX-XXX-XXXX extension 6518 and spoke to the Florida Representative ******* ***** who was willing to help. He said he would speak to the owner of "Futon Planet" and see if he could arrange something, but I have yet to hear from Mr. ******** I believe to have purchased something of quality that does meet the standards I was shown at the store for the standards Serta represents. I have a piece of furniture I can't utilize and $299 out of my pocket and wasted. Trying to have any solution to this matter in July 8 I wrote a letter and sent a certified mail to the head office "Lifestyle Solution" from ***** company at **** **** **** ******* ******** CA.XXXXX to explain the situation, but I did not receive a response from them either.
I am requesting a refund the amount of money I paid for the Futon, I do not wish to get a replacement or deal with this business anymore.
Ms. ******** purchased a Tracy click clack futon on Feb.23, 2013. This item was a close-out in our store. The manufacturer discontinued the item and it was on clearance for $299. It is not at all unusual for models to be discontinued. It happens in every industry. The regular price was $499. The customer paid the clearance price of $299 with the agreement that she would pick it up the following Monday. She put a deposit of $50 to hold it. We had one in our showroom and one in a box in our stockroom. She wanted the one in the box, so we held it. She did not return to pick up her click clack until April 12th, more than 2 months later. We called her several times to encourage her to pick-up, as our stockroom is very limited. She said she needed more time and we decided to work with her. The Tracy click clack she picked up in the box was exactly like the one that was in the store showroom 2 months earlier. Certainly, if she wanted the floor model we would have given her that. But she wanted the one in the box and we would not hold a floor model for 2 months. The customer called the manufacturer in California and spoke with ******** He confirmed with her that the Tracy futons were purchased and delivered in the same container. They were manufactured in the same factory, at the same time and had the same skew number. Less than 100 Tracy click clacks came in and they all sold. They were identical twins.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I expect from you to follow from your Lifetime Guarantee Policy as stated as follows:
"As we continue to do business we will do our very best to help you quickly and efficiently. That is our Lifetime Guarantee!" You are not honoring this policy. I have been dealing with this situation for more than enough time now. If I am the first person to complain about this issue, then you will have to go with the policy that you have stated on your website and be more willing comprise with me. At this point, I will accept your second option, only if you pick up the item from my house as well as bring the amount of money you are promising to give me. If you do not wish to honor your policy at this point, then you have to change it. This is what I am willing to agree to and I hope you will take into consideration of what I am trying to resolve.
Final Business Response
I am happy to look at the futon and inspect it before I agree to give you a partial refund. We will not come out to your home to pick it up. You will have to bring it to our store, just as you picked it up from our store after you made your last payment on the item. Please let me know when you would like to do that so that you can make sure I am at the store.
After some thought, I have decided to decline your proposal. You have not given any guarantee that you will accept the item.I would like to see if rather I can obtain an exchange for another futon in the store for the value of $300 (purchase price of the futon I purchased). I have read and I am aware of your refund regulations I am claiming my item to be DAMAGED and is the sole reason for my current claims to a refund or exchange. This item was a boxed Item and just like all products they run a risk of having manufacturer defect. My futon IS defective and I will not lose the money I have invested in the item. I am not content with the product I purchased. The lack of assistance I have received from your company is rectifying it or helping the manufacturer replace it. I understand the Item purchased is a discontinued item but this does not mean or imply that I accepted to purchase a poorly constructed, uncomfortable futon for $300. So I hope to find a resolution that helps us both. In the end this is your company and you have the authority to help an unhappy costumer if willing
I will ONLY accept the item if it is in NEW condition. I will let you exchange it ONLY if there are no signs of stains or of use. If I see the item and it is NOT in NEW condition, I will not accept it.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. I accept this offer. If it's all right with you, I would like to take my item after three o'clock tomorrow, Friday November 8th. I appreciate your consideration in my request.
Sent: Friday, November 08, XXXX X:XX PM
To: Better Business Bureau
Subject: Re: BBB Complaint Case#90116131(Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX)
Thanks for your efforts. The customer brought the futon back just 20 minute ago--only to find out, upon my inspection, she BROKE THE FUTON! No wonder she wanted her money back. There was never one mention that the futon was broken in all our correspondence. She likely thought I would not notice. Nonetheless, I refused the futon and she left the broken futon in the back alley and walked out.