Complaint On Oct 16 th. 2013 we bought a leather power loveseat from Carolina outlet. (1198 UXXXXXXX) for $1500. After a few months we noticed the color was coming off and on June 19 th. this year they replaced with another. Called Power rocker recliner loveseat. (****************)Order dated May 31 st. 2014. We had to add a little over a $100 more. This was labeled first of it`s kind because it also rocked. Within days I felt that I was sinking in some. I though the cushion might have to break in. Soon we realized the frame was bending and we informed Carolina.In about a month they replaced with another of the same. Within 3 days we told them this frame was bad also. They sent a furniture person to check it and he confirmed it was in bad shape.I asked Carolina for store credit. They said I had 2 choices They would replace frame or not replace frame as it got unfriendly.If two frames bent right away - why would I trust another. So at this point I have a $1600 loveseat where you can`t sit in one side and looks like junk as the cushion is twisted at this point also.I now want all my money back. My treatment there was rough because of all the problems. manager is called **** and other manager is known as *** thank you **** ******* Order_Number: they are paid in ful
Desired Settlement $1500 than $100.69 total $1600.69
Business Response This letter is in reference to the BBB complaint case # ******** *************** XXXXXXXX-X-XXX). Our goal is to make the customer Happy if they allow us too. The loveseat in the customers house has a 1 year warranty on parts and labor until 6/19/2015. The original sales date is 10/6/2013. The following are the steps that we have already taken to resolve the issues that the customer has had. Mr. **** ******* service: 1. Bought a loveseat stock number UXXXXXXX on 10/6/13 and had it delivered on 10/31/13. Cost ofloveseat was $1322.87. 2. Mr. ******* called on 5/ 12/ 14, stating that the color was coming off the headrest and rub marks on the footrest where it meets the base and the cover for the power switch keeps coming off. I On 5/ 16/ 14 ***** ***** (Service Director) went out to the customers home to evaluate the issue and took pictures of the problems the customer was having with the loveseat. Q Sent information into the manufactures rep. for a warranty issue with the loveseat and received the ok for the customer to reselect a new loveseat. Q Called customer and informed them that they can reselect another loveseat. Scheduled customer to come into the store to reselect another loveseat with full credit of purchase ($1322.87) towards the loveseat. v Mr. ******* came in at the end of May or early June to pick out his new loveseat. He picked a loveseat from a different manufacturer stock number XXXXX-XX power 68-29 for $1296.99. He also purchased a lamp and paid for the delivery. On the same sales invoice# XXXXX. I We delivered the loveseat on 6/19/14. Mr. ******* signed the delivery sheet that everything was received in good condition. 3. On 7/1 1/ 14 customer called and said that the new loveseat is sinking in the corner. 0 Scheduled pre-service for 7/25/14, due to customer being busy on the prior Fridays. ¢ ***** ***** (Service Director) came out to the customer's home and looked over the loveseat. Assessed and found the right side facing seat leaned to the left slightly. And the left side facing inside back looked like it was leaning to the left. Recommended that we exchange the loveseat. 0 Exchanged the loveseat on 8/1/14 on invoice# XXXXX. Signed the delivery sheet that loveseat was received in good condition. 4. A few days after delivery we received a call from the customer that the seat was leaning
to the left and had a gap between seats. Q We scheduled a factory certified technician to go to the home on 8/13/14 to diagnose the issue and make an adjustment if possible. Q Technician found the mechanism on the lefi side facing seat had a slight bend in the inside back. On 8/14/14 we ordered a new mechanism for the left side facing seat. 0 ***** ***** called customer on 8/14/14 and informed him that we had the mechanism on order and will call once it's in to schedule repair. Customer stated that he did not want repair and wanted to reselect to another set. I did inform him that the manufacture of the new loveseat he picked out would only replace the mechanism and not credit the whole loveseat. Customer came in to the store to talk to another person who would ok him to get another type of loveseat. We did explain that we would need to replace the mechanism and it will be in new condition at this point. ***** ***** called customer on 9/3/14 to schedule repair of the mechanism for 9/ 10/ 14. ***** talked to Mr. ******* and he informed me (***** ********* that he cannot take repair now because he has called channel 8 news and was in the process of sending a complaint to the BBB. We can replace the mechanism and straighten out the seat for the customer and it will be in new condition. Mr. ******* can call the store to schedule this at his convenience. Kindest Regards, ***** ***** Service Director
Consumer Response This response was provided verbally to BBB:
We do not accept the companies response or offer to replace the mechanism because the love seat is defective. The first replacement we received bent within 3 days of having it. There is some kind of defect in the way it is made and replacing the mechanism isn't going to fix the problem. The sofa is mangled and the cushions are separating from each other now because the frame has been bent without repair all of this time. The business sent someone to take pictures and attempt repair and even he agreed it was badly defective. I would be happy with a store credit and then I will purchase two separate recliner chairs from the company. If the continue to refuse to fix this issue I will seek a full refund. The company would not even give us the contact information for the manufacture so that we could call them to see if they would agree to do anything about their defective product. I will email a picture of it to BBB.
Business Response This response was provided verbally to BBB:
We believe that the replacement mechanism will fix the issue and we would be able to straighten the cushion. The love seat will continue to be damaged if the customer continues to sit on it while the frame is bent. If the customer does not want to accept this repair, we are willing to allow a reselection. He will need to come in before store hours and we will have someone here early to meet with him.
Complaint furniture not delivered as promised and overcharge on entertainment wall unit
Desired Settlement overcharged 600.00 on wall unit and lift up cocktail table not delivered till may 2014.
Business Response ***** ****** our General Manager, has called Mr. ********* and this complaint has been resolved to his satisfaction. Our customer was correct on both points he made in his complaint. We appologized for our error and have given our customer an acceptable allowance to ease the frustration he has experienced. I believe all parties agree that this complaint has been resolved to our customers satisfaction. If you require any further information please let me know.
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