Business ProfileforDecor-Rest Furniture Ltd

Custom covered chairs c/w couch. Premature wear, hardware consistently needs to be tightened. Couch plastic fasteners break from 3 yr old grand child jumping.
********************
Would be better off with ************** made products.
Made in Canada , we should be better!

We are acknowledging receipt on the
disappointing review

May we please receive non conformance
details and reports made to
our retail partner, *******

We work through our retailers to meet customer
satisfaction

We apologize for the inconvenience

Please forward us the details on the
non conformance and transactions
with our retail partner *******.

Through the retailers we verify that we
meet our
customers satisfaction

Upon receipt of the information we will
act immediately

Deco Rest product was not purchased at ******.
DecoRest has been to our home and agreed there are deficiencies.
******** furniture has yet to contact us, since
June 11. Last e mail was arranging for pickup and return to factory.
August 6 and still waiting.

Hello
As a manufacturer of upholstery Furnishings, (Decor-Rest Furniture) we work with our dealer partners to distribute and provide the ultimate service experience to each consumer. Within our warranty and beyond warranty if parts are available depending on time period passed. Even with minimal charge for parts if required. All service is supported by Decor-Rest Furniture, through our dealer partners.
For this particular consumer review mentioned above, below I am happy to share the full details thus far..
- Consumer contacted Decor-Rest Furniture directly via email on May 23rd 2021.
- sharing concerns of lack of contact from the retailer with whom the consumer has selected and proceeded with their furniture purchase directly. Retailer known as *********************.
- Purchase completed / delivered to consumer in 2016 from *********************.
- concerns of fabric pilling on the sofa and tear in fabric on chair.

- Decor-Rest Furniture replied to same email on May 23rd 2021.
- Decor-Rest has shared with Consumer that at this time 2021, the original retailer she / he has made purchase is currently not a dealer of our Decor-Rest Furniture brand.
- we have partnered with a local retailer that is happy to assist with consumers concerns within our warranty.
-although this purchase from 2016 has exhausted and expired the fabric warranty from both vendors and manufacturers, Decor-Rest Furniture has provided solution to consumer.
- a local representative has personally visited the consumers home on June 3rd 2021 for inspection and provided product knowledge, normal wear and use of fabric upholstery, discussed pilling as a natural characteristic and is not relevant of poor quality or manufacturers defect.
- the wear and tears in the chair upholstery is evident in the use and love of the furniture.
- chair fabric is no longer a current fabric and available through manufacturers & vendors. Parts are unavailable as a charge without raw material availability.
- The sofa style 2401 does have a pitch concern caused as mentioned in above with use.
- although the warranty has expired, Decor-Rest Furniture is happy to stand behind the product built with Love beyond warranty, with the availability of raw materials and with minimal charge.
-We are happy to partner with a valued partner retailer to support this consumers concerns.
-on June 4th 2021 a return authorization has been processed for the sofa to be returned to our manufacturing factory for inspection and service for the pitch concerns. While in our factory we are happy to de fuzz the fabric to remove as much as pilling as possible.
- today is August 9th, 2021 and we await for the sofa to be returned to our factory for expedited service of 5 days.
-all communications and images available if required with both manufacturer and consumer.
-all details within our warranty and non warranty concerns & solutions have been shared with consumer.
- pilling - at home care for your furniture will vary with use and abrasion of upholstery. Further details shared with consumer.
The retailer with whom has volunteered to support this non warranty, no charge service to the consumer is **************************. In the absence of the original retailer the consumer has selected *********************.
Together Decor-Rest and Bennett's are happy to provide service to this consumer and all Decor-Rest Consumers as we stand behind our product.
We await the sofa to arrive to our factory for service of the pitch. To be inspected and serviced at our factory.
Chairs have will not be sent to our factory as this fabric is no longer current or available.

Kindly advise if further virtual emails are required to share with our communications with the consumer thus far.
Kindly email ****@decor-rest.com
thank you so much

Good Afternoon,
We would like to update you on the inquiry made with BBB, above.
Decor-Rest Manufacturing company has partnered with our valued dealer, to reach out to above customer and assist beyond our manufacturing warranties.
The sofa was authorized return to our factory for inspection and service as requested.
Upon inspection, we have noticed that this Sofa purchased in 2015 was serviced through an outside company beyond our vendor partnerships. Such company / person placed a plywood board which acted as a temporary solution.
Our team set aside policies of warranty, and were happy to service the sofa and ensure the customers full satisfaction with areas of concern to be addressed at no charge. The sofa has been shipped to our volunteer dealer partner which organized logistics and the ultimate customer service experience. Also, planned the redelivery and installation of the sofa into the above customer's home., completed service and redelivery End of August with Proof of delivery and acceptance by customer.
Follow up phone call with customer also completed through our Territory Sales Rep. to confirm customers full satisfaction.
Customers claim is currently closed and we thank all partners with whom assisted to ensure we assist the customers concerns in the absence of the retailer & exhausted Warranties.
We are happy to stand behind our product and Furnish homes with Love.