Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service 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.

  Purchased leather recliner online in December 2021 for $2048.00.
  Chair took over 7 months to arrive. After less than a year of use, parts of the leather where hands and head touche started to fade color.
  
  The chair came with a cleaner and protector product which I used more than once, as instructed. Still the fading occurred. When I contacted the store, they immediately stated I did not care for it properly when in fact I did use the cleaner and protector provided. The person basically called me a liar when in fact I did clean the chair as instructed. Store refused to honor a 5 year guarantee on the chair. Was told to have a repair specialist repair it for which I would have to pay.
  
  Contact was with ***** ** ******* ***** ****************** *************************** **** ************************

  Business Response

  Date: 09/06/2023

  Mr. ***** purchased a ********** ***** leather recliner.
  After about 1 year of use he reached out to our service dept. about some
  discoloring issues and asking for advice.
  We requested some photos from him. These photos he sent
  depict fading of color around the head rest and arm caps. This is common
  from hand and hair oils degrading the finish. Oils are acidotic to a
  water-based finish. (See photos attached). To avoid this, proper care is
  required to keep the leather clean in these areas on a regular basis before you
  see discoloration.  When discoloration appears,
  the damage has already accumulated for months. Lotions, medicines, body oils,
  perspiration, are some of many things that can affect the topcoat of a finished
  leather.
  The manufacturer **************** said they do not cover
  this in their warranty (attached) because of lack of cleaning. This can be
  re-dyed to conceal, but a professional leather technician must address those
  areas in the home. We did provide several online companies for Mr. ***** to
  contact that can help him with this issue.
  If this gets re-dyed it is important to keep these areas
  clean regularly or the problem will reappear again. 

  Business Response

  Date: 09/06/2023

  The manufacturer ********** ***** warrants the furniture, not the store. We service the furniture based off the manufacturer warranty in their warranty (as we attached previously attached) do not cover body oils and lack of cleaning. 

  Customer Answer

  Date: 09/15/2023

  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.  
  
  
  
  I have contacted ******** and have a quote of $322.88 to clean, prep and re dye these areas then apply a top coat sealer to protect them.

  I spoke with *** ******** and he agreed with me the sealer on this chair should not have broken down so soon and cause discoloration. The chair was made to order and they were late on delivery so I think they shipped the chair without giving the original sealer time to set properly. Had I known the original sealer was cured I would have simply let the chair sit untouched for 30 days or so.

  The person at Leathershoppes keeps saying I did not apply cleaner and sealer which is TOTALLY FALSE. I received a bottle of cleaner and protector cream, which I used as instructed.

  At this point I would be willing to pay half to be done with this issue.

  
  Regards,