ComplaintsforMetropolitan Furniture Interiors
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Complaint Details
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Initial Complaint
01/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Sofa from Metropolitan Furniture on 1/25/21. Delivered on 7/9/21. Complained that couch was sinking in left back corner on 11/16/21. On 12/17 repairman came and shoved foam type material in bottom of sofa. Did not help only to make it unsightly. On 12/20 called for return of repairman. Called again on 12/27 with no return call. Called us on 12/29 requested photos sent to ****. Photos sent that day to ************. Repairman came back on 1/5/22 and brought more foam to shove in New couch. I told him it didn't help the first time and now he wants to order new cushions. They will not help as any cushion that is put in that area sinks. Called and spoke with **** and was told that her repairman knows what he's doing. I believe we deserve either full refund of a new ********** was on sale for $1290. We had also purchased matching chair for $790.Business response
03/01/2022
Upon Customer ******** first phone call we had parts on order for him. He didn't think that the parts we had on order were going to fix the situation. We have been in business for 100 years. We inspected his sofa and ordered the required parts. ************* reserves the right to try and fix the furniture before totally replacing it. As there are only 3 main parts of a sofa, the frame, spring unit, and seat cushion cores, we inspected the sofa, the only thing that could fix it was ordering new seat cushions. With the foam allocations going on all over the country because of covid we told the customer it could be a few months before the new cushions would come in. He was not happy with that and then he wrote the BBB and the Attorney General.
We take care of all of our customers.
After receiving your letter and the customer arguing with us we decided to order him a new sofa even though we will be stuck with his original sofa.
We refunded some of his money back until we receive in his new sofa.
Customer is being taken care of.
We would appreciate not having a complaint on our record for 3 years as we take care of all our customers. Thank you for your help.
Best Regards,
**** Edelson
President
Customer response
03/02/2022
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.