ComplaintsforTexas Leather Furniture & Accessories SA

• Initial Complaint

  09/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a sectional from this business on April 10, 2021 they took over ***** down payment from us and told us we would have our furniture in about 6-8 weeks. I began calling and checking status and was given excuse after excuse. Spoke with **** several times and he fought with me on the phone stating they had lumber shortage and then covid excuse. I called and asked to speak to the owner and *** stated they could not give me the information . I was given ****** the AP clerk who told me the owner would call and at this point I am past being patient. I asked them for a compensation for all the problems and was told rudely NO! I then was told to contact the delivery driver to set up my own delivery time because my furniture supposedly had arrived and I was not informed. I have yet to speak to the owner they have collected all my money I highly recommend you take your busy elsewhere. I told **** I was filing with the BBB and he said go ahead do what you have to do.

  Business response

  10/11/2021

  First i do want to apologize for upsetting customers.  As a retailer we have partnered with reputable manufacturers but are somewhat at the mercy of their supply chain and staffing issues.  Although we deal with these issues everyday we understand that some customers *** not work in an industry that is experiencing the supply chain issues plaguing the furniture industry as a whole. It is my understanding that furniture has since been delivered...great news.  if there is additional issues outside of the timeline dissatisfaction we are here to continue to support he customer with any warranty issue that *** present over the lifetime of their purchase

• Initial Complaint

  08/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a leather patchwork ottoman from Texas Leather Interiors on March 20, 2021. At the time I placed the order I paid half upfront with the second half due on delivery which was estimated to be 12 to 16 weeks out. As of today, August 28, 2021 (23 weeks from the original order date), Texas Leather Interiors has yet to deliver the furniture. After we reached the 16 week point, I have called them roughly every 2 to 3 weeks and heard it was two weeks out each previous time. I just got off the phone with them today a few minutes ago and they cannot even offer me an estimate as to when it can be delivered at this time.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction Date: 2/25/21 Amount: $4,845.27 Told delivery would be within 16-20 weeks - this is the 20th week, and they still can't tell me when it will be delivered. Called several times and am told there's a "national foam shortage". Called manufacturer in Chino, CA and was told that they can't tell me when it will be completed or where it is in the process without permission from the retailer! Only reason I went ahead & ordered is because of a loaner program. We didn't have a sofa, so it seemed a good solution. The sofa they sent out is a piece of junk-should have been trashed long ago. After asking, they won't replace with something better. It is so uncomfortable that we don't sit on it. Employees on the phone are sarcastic, tellin me "I'm not holding your sofa for ransom", etc. I asked for manager to call me back, but he never has. I am HIGHLY dissatisfied with this company. Once they get your money, they don't care about you any longer.

  Business response

  08/03/2021

  We are extremely apologetic that the customer is not satisfied with the loaner we were able to secure.  The loaner is part of our normal fleet of leather furniture that we use on occasion to accommodate customers like Mr. *****.  This is the first complaint we have received regarding the comfort of this particular piece and upon recovery we will re-evaluate its continued suitability to remain in the loaner fleet.  Unfortunately the loaner fleet is limited and currently at capacity as the furniture industry is experiencing historic delays.  As soon as another loaner becomes available we can reach out to Mr ***** and let him know about the costs associated with swapping out his loaner.   We have alerted the leadership of the manufacturing plant and requested any measure of expedition that can be had to get Mr ***** his furniture asap.  There is a very real problem in home furnishings.  Our estimates are exactly that, our business is special order furniture made to customers own selections.  For that reason we have language in our sales contract that addresses issues that are out of our control.  This nationwide problem is one such problem and we are doing everything in our power to minimize any delays.  At the moment I am not able to cancel this order because the leather has been cut and sewn and can not be restocked given the uniqueness of the customers leather selection.  We expect to have this delivered to the customer shortly.  as soon as i have a better time frame i will submitt futher advise herin.  s**** ***** texas leather ************

  Customer response

  08/09/2021

  Complaint: ********
  
  I am rejecting this response because: Not long after I received delivery of the loaner, I called the store to let them know how uncomfortable it is. I was told that they would check to see if anything else was available and that they would call me back. They never did, so I called again to check on it. I was told they didn’t have anything available at the time, but as soon as something else became available they would let me know and set up a time to replace the original loaner. That was MONTHS ago, and they have never made an effort to replace it. They say that they sanitize their loaners before delivery, but once we took the plastic bag off the sofa, we saw crumbs in the so-called cushions. We didn’t complain, we just cleaned the out and tried to use the loaner. But again, the springs and seats are so worn it that it is like sitting in a hole. It causes us back pain, and it is so hard to get out of the hole, that we don’t even use it. When responding to you, after my complaint was filed, they showed just how true my stems they is by saying that if they get something in to replace the piece of junk they delivered, they would make arrangements to have it delivered- as long as we pay ANOTHER delivery fee.

  This company loves its’ customers right up to the point that they get your money, and then the honeymoon is over, and they don’t want to be bothered with you afterwards.
  
  Regards,
  
  W****** *****

• Initial Complaint

  07/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a chair on Feb. 4 and gave a deposit of $1071.14. My delivery was due in 12 weeks. It has been over 20 weeks since my purchase. I am told that the chair will be ready in a month so i call every month to find I have to wait another month. Now they give no estimate for delivery and will not refund my deposit. Marc Gundersson, the manager, is combative and rude and thinks that telling me the same thing over and over will somehow satisfy me.

  Business response

  08/03/2021

  Furniture was delivered on 7/22 to the customer and remaining balance due to us that was outstanding at the time of the complaint has been paid to us.  customer has furniture now.  Delays at this time in history are not unique to texas leather.  Considerable efforts are made by our staff to make customers aware of delays.  Sometimes customers do not have any outside experience that verifies the true statements we provide and on occasion erroneously assume we are being less than honest.  it is in our direct interest to deliver customers their orders as quickly as possible as sould be evidenced by the nature of unpaid balance of customer pending arrival of her furntiure.

   

  thank you

   

   

  Customer response

  08/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  04/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/18/2013 we purchased a couch from Texas Leather. We were told at the time of purchase that the fill in the cushion was would be replaced under warranty for as long as we had the couch. We recently requested replacement fill from the San Antonio location where we had purchased the couch and were told we had to have the invoice before they would provide replacement. We have the receipt from when did purchase the couch but not the invoice. The company states in their values that they see 100% customer satisfaction. Well I am not satisfied when the company does not honor the warranty as we were told. We have provide pictures of the couch and the information on the couch label. We have offered to provide a copy of the receipt as proof of purchase but been told this was not needed.

  Business response

  04/29/2021

  It is not uncommon for our furniture to be sold on secondary market so we do ask for the copy of the purchase contract to verify original owner.  Also over the years manufacturers warranty's change and we in turn change our warranty to reflect... so that is another reason why we ask for a copy of the sales receipt...

  to the point of the issue at hand;  The images presented unfortunately serve only to verify that the condition of the cushions is not warrantee able because the foam cores are rebounding nicely and can be seen to demonstrate good resiliency. The cushion on the right looks like its getting the bulk of the use and the leather has shifted forward.  Customer can take the cushion off the sofa unzip the leather casing in the back of the cushion and without removing the internal core they can just "slap it around" little and pull the leather back so that the seams are matching up with the dimensions of the internal casing.  So assuming customer did find the copy of the invoice and the invoice did say that they had lifetime cushion warranty replacement of cores would not apply because there is no defect presenting on the cushion core that would satisfy a warranty replacement.    Now on occasion customers refer to back pillows indiscriminately as compare to seat cushions.  I see from the images that the back pillows are heavily stained from body oils and appear to be crushed and sagging.  Here as well the back pillow can be removed from the sofa and "slapped around" a bit.  If after doing that the customer still finds that the back pillows have lost too much of the loft i am happy to provide some loose fiber for the customer at no charge.  Loose fiber can be inserted via the back pillow zipper to fill in any corners that need a little extra help to loft to the customer personal tastes.

  I do want to add my apology that customer felt that they had to file a complaint with the BBB to pursue remedy...certainly store staff could have requested images and offered some assistance and any of the above could have been communicated to the customer by way of service to help, alternatively they could have sought out replacement part costing on behalf of the customer so the customer could evaluate if they wanted to invest in new cushion cores.  but after reviewing the images i would have counciled against buying new cushion cores

  EXECUTIVE SUMMARY  I am happy to provide some loose fiber for the customer to pick up at our store location should that solution be agreeable to the customer

   Tell us why here...

*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. ↩