We called Tim (manager of repair) to have someone come out and look and our couch. Jeff who came out first agreed there was a problem and even took a picture, but when he went back he told Tim no problem. Tim was supposed to call us back, he never did, so we called him and explained and said Jeff agreed with us. Tim was very rude and condesending and we told him we would all the manufacturer since there is a warranty. We called ********* and the customer service person, Pat, told us to call where he purchased it. We told her we did to no avail. She called us back and said there is a representative in Denver, Jack *******. We called him to set up an appointment. He came out and tipped the couch from the front (which Jeff did not do, he looked from behind) and saw right away the metal was bent and we needed a new mechanism. He ordered the part and came to our home to replace it. We asked Jeff if repairs had to be done how that worked, he said we take your couch and remove the leather and keep it a couple weeks and we pay for the labor. Jack did excellent work, and with the ********* warranty we paid only his labor cost. He did the work in our home and it took about one hour. The customer service was terrible with ****************************. I really don't know how they stay in business being so rude. How can they not even call you back when they said they would, and we also asked Tim to have Jeff call us to clarify what he saw with the couch in our home and why the story was different when we spoke with Tim. Jeff never called us either.
We just want consumers to know that when you shop at **************************** you don't get the service you expect from a high end store. This wasn't ****************************!!! Warranties should be honored by them.
At least the maufacturer stood by there product. I give ********* and A+. All our future purchases will be from ********, they have great customer service and wonderful sales people.
This customer had a NEGATIVE experience with this business.
This customer WOULD NOT recommend the business to a friend, family member, neighbor or colleague.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Colorado. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.