Complaints

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• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 9/18/21
  Purchase price: $3,699 & $3,599 total $7,298.00
  After purchasing 2 sofas from inside ideas, we noticed that the leather started to discolor around Christmas. Then the leather started to peel off. Due to pandemic & my husband’s business was closing (financial reason) due to pandemic, I did not call right away because we were focusing on our hardships at that time. By December of 2022, the discoloration & peeling of the color is now bigger. I finally contacted Inside ideas on 2/23 after much our disrupted financial hardship. They& told me I need to send them a picture which I did. They finally pick up the sofas around 11/7/23, this time the sofas shows bigger peeling of the discoloration. I sent them my other sofa because of same issue. With hesitation I (to me this is a rip off) finally agreed on 11/27 that they will give me back the one sofa & $2500 check after keeping both sofas for two weeks. However, when they came to my house, they gave me back $2000. I called REMOVEDfrom the store & asked her & she hang up on me.

  Business Response

  Date: 12/08/2023

  The first time we were contacted by Mrs. REMOVEDabout the
  leather abnormality was in an email on February 24th, 2023, as she
  stated. She is correct on when the sofa was purchased September 18th,
  2021.  A copy of the invoice is enclosed.
  Our policy on warranties has always been what the manufacturer offers. The sofa
  Mrs. REMOVEDbought was a REMOVEDreclining sofa, and the warranty covers
  leather for one year after the purchase date. We are sympathetic to Mrs.
  REMOVED’s hardships but letting us know about the abnormality in her leather
  sofa two years after it was purchased is not covered in REMOVEDwarranty.
  We were more than willing to get the sofa repaired even though it was well
  beyond the warranty date. We sent Mrs. REMOVED’s pictures to REMOVEDshowing
  the abnormality with the leather, and the issue had never been seen by the
  company; however, REMOVEDdid send out the replacement part so we could get
  Mrs. REMOVED’s sofa repaired. It unfortunately took a lot of time for the
  replacement part to come in. The replacement part finally got to us in October 2023.
   We tried repeatedly to get in contact
  with Mrs. REMOVEDto let her know we could get the repair done for her. She
  contacted us to schedule the pickup up on November 1,2023 stating that she had
  been out of the country.  When our
  delivery team arrived to bring back the sofa that was to be repaired, she claimed
  the loveseat was defective also. When the sofa and loveseat came back to our
  store, we examined both pieces. There was absolutely nothing wrong with the
  loveseat and we did confirm the abnormality with the seat in the sofa. We were
  able to repair the problem with the sofa. REMOVED(Store Manager) explained how
  leather changes over a period of time due to wear and that sometimes oils in
  our skin and scalp will have an effect on leather. That is when Mrs. REMOVED
  informed us that she would not accept the repair and demanded a full refund. We
  felt that was an unreasonable request. We tried to find a fair resolution to
  Mrs. REMOVED’s request. We finally came to an agreement (against our store
  policy) that we would send back the loveseat that had nothing wrong with it and
  refund $2000.00 for the sofa.  We
  replaced the seat cushion that had the abnormality, and the picture of the sofa
  is attached.  Attached is also a picture
  of the cushion with the abnormality. We feel that we have gone above and beyond
  our responsibility to satisfy Mrs. REMOVED.  We would gladly deliver the repaired sofa to
  her at this time as it is in good shape, especially for being used over two
  years.