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Complaint Details
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Initial Complaint
13/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We bought a couch from modern living london less than a year ago. The couch is by far the worst couch I ever had. The cushions keep sliding and tucking under and there is no way to keep them put. The product also has a bad frame and keeps sliding on the floor regardless of any efforts to keep sturdy and in place. My 10 month old daughter tried to stand up holding the couch and fell horribly scrapped her nose and chin with a bleeding on the lip because the couch slipped. The couch cant even hold up with a 10 month old weight. Upon talking to Doug at the store he refuses to provide any assistance and keeps saying its a great product and there is no issues.
Business response
02/02/2023
Please note this customer purchased a floor model sofa which clearly states at below cost and our policy on floor models and custom orders are are sale are final
This first called about comfort level of sofa and was advised of the above states policy.She then complained about cushions slipping and an issue with the leg .A independent professional technician was sent to her home and offered to fox the leg bout saw nothing else wrong with the sofa .The technician reported that the customer refused service on the leg and demanded a refund
upon my return to the country I personally visiting the customer s home and concurred with the technician s findings .Once again tje customer insisted on a refund because she thinks the sofa is uncomfortable and cushions are sliding
I should note that the customer made numerous visits to the store and sat on the same sofa that was purchased and obviously liked it then and was fully aware of our final sale policies as it pertain to floor models
Asa good will gesture I have send pictures and stated the customer s concerns to the manufacturer and copied the customer and we are awaiting a decision
As a retailer we are happy the fox the leg that has a missing screw but will not do a refund
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.