Not satisfied with the repair option provided to leather couch and loveseat that was purchased 11 months ago still under warranty. Getting run around
Purchased leather couch and love seat on 1/28/13. In December of 2013 we notified ******* Furniture that the couch was peeling in several places on corners of cushions. We were told to send photos. We sent photos within 2 days. When we went by the store to check they said the Sales Person **** ******* was on vacation and would have to wait until he returned. We contacted him after the first of the year and he arranged pick up of couch on 1/9/13. On 1/11/14 the pulley to recline broke on Love seat purchased at the same time the couch was purchased. On 1/13/13 we drove to store to check on couch repair and to report the pully broke on Love seat. We spoke with *** ******** who is in charge of service and he said he did not know what was going on with the repair of the couch and we informed him of the broken love seat. We explained out dissatisfaction wiht the brand of furniture in such a short time we have owned the furniture and asked if we could return the furniture and exchange it for something else as we have lost all faith in the brand of furniture and felt like we would continue to have issues with it in the future and the warranty was up on 1/28/14. He said he could not make that decision and would have to talk with the owner. I was called by **** ******* on 1/15/14 and asked to come to the store and view the repair of the couch and said they would bring the pulley to fix the love seat when they delivered the couch. I asked him how they fixed the couch and he didn't know. He advised me that the owner *** ******* would not agree to an exchange of furniture due to the time frame we had owned it and was only going to repair it. I advised him I would be there by 6:30 that evening and I wanted to know how they repaired it and wanted to speak to *** ******* personally. When I got there I was escorted to the back to view the couch by **** ******* and **** ***** *** ******* left the store knowing I wanted to speak to him. **** explained to me that the died the peeling of the leather. I advised him this was unacceptable as this will not stand up over time and I was concerned I would have other peeling issues in the near future as the couch is not sat on much. After I left the store my Husband called back to the store and spoke with **** and was advised he was not sure they had the part to fix the love seat in stock. I feel they are just trying to put a bandaid on the furniture as the warranty only has a few weeks left and then if we have any additional issues they are not liable to repair. This is unacceptable to us as a customer and feel a replacement is warranted due to a defect in the leather and pulley used in this brand of furniture.
I am seeking a store credit for the purchase price of the furniture in the amount of $2699.90 and will use that credit to pick out another couch and love seat and will gladly pay any additional cost if any for a higher priced couch and love seat.
Contact Name and Title: *** *******, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bullardfurniture.com
Customer's original purchase of reclining living room furniture was on January 26, 2013. Three days later, we allowed them to reselect to a different reclining living room group because the husband didn't like the comfort. He needed a group that sat a little deeper and the footrests hit his legs a little lower. We went to their house and switched their living room out for no added charge. On December 20, 2013, approximately 11 months after purchase, customer notified us that they thought their sofa was peeling and needed us to take care of it. We asked them to send pictures of it so we could get an idea of their problem to formulate a solution. Customer sent us pictures on December 22, 2013 and they showed 3 or 4 very small places on the edges of the footrests where it looked like the dye/stain had come off. We contacted the manufacturer and asked them if they were having similar problems and they responded "no" but all we would need to do to fix it would be to use their dye/stain on the affected areas and it would fix the issue.
After the 2 short holiday weeks of Christmas and New Year's, we made arrangements with customer on January 3, 2014 to pick up their sofa in the afternoon on Thursday, January 9, 2014. We had a factory trained technician use the manufacturer's supplied dye/stain and "touch up" the few small areas per their guidelines. The repair was successful and finished on January 14, 2014. The repaired areas were not noticeable AT ALL, even to an eye that had seen the mentioned areas before the repair. On January 15, 2014, our salesperson talked to the customer and because of their great concern, asked them if they would come into the store and inspect the piece. She said she would be in, in a few hours at 6:30 pm and wanted to speak to Mr. *******. At 6:30, she met with the general manager, who informed her that Mr. ******* had a prior engagement at church. The general manager informed her that he has dealt with service issues for over 25 years and he would handle the situation. He showed her the sofa, and she found no flaws in the repair. She stated that she did not want her sofa back, because she felt the same problem might happen again. She said that she deserved to pick out a new group, even though she had her current sofa and loveseat 11 months, because hers was defective. The manager expressed again that she did have a problem, that it was repaired to manufacturer's specifications, and that if she had the same exact problem again, we would take care of it. He also offered to completely replace the leather seats on the sofa, but the customer declined. Our manager compared her situation to that of buying a car. "If your new car that is 11 months old has paint chipping, the dealership is going to repair your paint, not give you a new car". Our manager offered to take her sofa back to her the next afternoon. While there, we would replace a handle on the loveseat that had broken, but she said that was not what she wanted. Later that evening, our manager spoke with the husband, and he agreed to let us come to ******* and replace the handle on the reclining loveseat, but not to return the sofa until he could speak with Mr. *******.
Mr. ******* spoke with him the next day and again the customer stated that they felt they deserved to pick out a new sofa and loveseat for one that they had for 11 months. Because theirs had to be repaired, and they thought they would have the same problem again. Mr. ******* offered him to either keep the reclining sofa and loveseat that he has, agreeing that his currently doesn't have a problem, or he could pick out a new group, less an 11 month usage fee. The customer didn't like the idea of deducting a usage fee but did like the idea of picking out a new group. Customer came in on Saturday, January 18, 2014, to shop and wanted to pick out the same group in the same leather with power recline. Our manager strongly discouraged him picking out the exact group in the same cover since he didn't have any confidence in the one he had. Customer was here a few hours and was unable to make a decision and he said they would make a decision by Tuesday, January 22, 2014. On Monday, January 20, 2014, customer came in and picked out an upholstered reclining sofa and loveseat, which we have ordered. We will deliver the new sofa and loveseat to the customer's home in mid to late February.
Final Consumer Response
We have not decided to keep the furniture we have now as we continue to find new areas of loss of color on the furniture and this was reported to Gary while in the store picking out a new furniture group on Jaanuary 20, 2014. I continue to find new loss of color spots since January 20, 2014. Bullards can replace the cushions and top pieces of the furiture but there is no way possible to replace the places I have found on the arm rest report on Januuary 20, 2014.
I would think Mr. ******* would want to satisfy his customer 100% with a full refund towards a different furniture group . After all Mr. ******* did suggest we go with * different furniture group which we will have to do at our loss. Mr. ******* is not losing any money as he even told us he will take this furniture back and sell it at a discount so he will make his money back at our loss. I'm sure it won't be discounted much. Why should the consumer be the one to take the loss for purchasing defective furniture? We did report the defect within the year warranty. It's not like the furniture is a few years out of warranty. This is just bad business that the consumer has to take a loss for his sale of defective furniture. The repair done by the factorys suggestion is a bad repair and is noticable in good lighting (not good lighting in warehoue). Clearly Bullards furniture needs to revise their guarnatee policy and stand behind their funitures 100% and not make their consumers take a loss for their defective furniture sold in this store. At this time we are still expecting the delivery of our new furniture group shortly after the 17th of February as promised or before but an very unhappy that is has to be at our loss. Step up Mr. ******* and stand behind your product and do the right thing!
Final Business Response
They stand by their original response.