ComplaintsforArizona Leather Company, Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a new replacement of the leather cushion not a repair. The replacement cushion the leather does not match with the original and now cushion is to soft and look like it is older than it is. I have paid insurance on this. They claim that that the current fix closed the claim. If I had known that the company was this bad I would have never gone here.

  Business response

  03/20/2024

  ******************** purchased in 2021. He did purchase the insurance plan and had a claim for a replacement leather casing only, the foam core was not changed. Work has been completed.

  The communication history....

  **report from djfr on 2/13/24- installed the seat casing that the customer already had. the same situation happened today. Mrs was not wanting the new part due to leather grain variance. ******************* and yelled at each other about the situation for a while and i told them I was either installing the part or leaving. they had me install the part. had to install new tufting string inside the casing at each tufted point. removed all the tufting from the original casing. redid all the tufting on the new casing and installed
  
  *DJFR- please schedule one last appointment to install the new seat casing. if the customer does not allow you to install it, please make sure the new seat casing stays with the customer
  
  *report from djfr on 11/6/23- the new part is correct. the customer is not happy with the grain variances between panels which is a characteristic of leather. the new casing was not installed
  
  montage claim- AS1824941-23A
  la sofa- replace the seat casing

  Customer response

  03/20/2024

   I am rejecting this response because:
  
  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a sofa and 2 motorized recliners from Arizona Leather in Torrance Ca. I have had issues with one recliner soon after the purchase was made. An Arizona technician has been out 3 times to remedy the squeaky noise issues when reclining the chair. The issue has come back and now Arizona leather wants to charge me $85.00 for a technician to come back out and make the needed service. The chair is in the 2nd year of a three year warranty. I feel the chair is defective and would like a replacement. Please help

  Business response

  08/11/2023

  HI, The recliner is under warranty however the warranty does not cover transportation to the home. The client can bring the recliner to us and any warranty work will be addressed free of charge. We do include in home warranty work free for the first year of ownership, after the first year the client must pay the transportation charge or bring the item to our warehouse.

  Customer response

  08/11/2023

   I am rejecting this response because:
  
  This reoccurring issue has been ongoing since the 1st year of warranty. During the past two years Arizona Leather has attempted to fix the issue on two different occasions. Under the California Lemon Law/Magnuson-Moss Warranty Act it states, “ Manufacturer of a Consumer product must repair or replace the product or provide a full refund at no cost to the consumer”.

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional/recliner sofa from Arizona Leather. The sofa has two issues. 1. There is a gap between the back cushions of one of the sections. 2. The small recliner does not operate properly (very difficult to open/close) due to when opening/closing it rubs on against another section. The salesperson did not inform me during the purchase that this would happen or be a problem. Service technicians have evaluated the issues and reported the issue with the recliner cannot be resolved by making adjustments to the sofa. They report the back cushions can be fixed by adding filling but this has not been completed at this time. I have disputed the charge with my credit card company. I have found it very difficult to communicate with AL customer service.

  Business response

  05/18/2023

  Client originally was purchasing a separate sofa and recliner and then changed to a sectional and was informed the recliner operation would be impeded. the sales person is reaching back out to client to try and resolve

  Customer response

  05/18/2023

   I am rejecting this response because:
  I initially ordered a sofa and separate recliner chair.  The following day I went back to the store to change my order to a L shape sectional sofa with 2 recliner sections (this was the contract I provided).  At no time did the salesperson make me aware that one of the recliners would not operate appropriately due to when opening/closing it would rub another section.  At no time did the salesperson make it known that the rubbing may cause damage to the leather material.  The salesperson’s words were it would be “very close” then giving the example “there would not be enough space for someone to sit on the stationary section in a regular sitting position when the recliner is open because there would not be enough room for their legs.  It would not make sense for a customer to pay extra for a reclining section if they were told the recliner was not going to operate appropriately.

  Customer service sent a service technician to evaluate if any adjustment could be made to the sofa on 5/10/23.  Per the technician no adjustment can be made.  I have received no follow up from customer service.  I have left VM (customer service/****) on 5/15 and sent emails (president/Jim) on 5/17.

  I have noticed another issue with the sofa that I brought to the attention of the technician on 5/10/23.  There is a noticeable gap between the back pillows on the other reclining section.  I have included a picture.

  
  

  Business response

  05/22/2023

  We are going to pick up the furniture, the client has disputed her card payments.

  Customer response

  05/22/2023

   I am rejecting this response because:  I was contacted by Arizona Leather on 5//22/23.  AL has agreed to remedy both issues.  They will install a 8” theater arm to allow the recliner to function appropriately.  They will put additional filler material in the back cushion so there will be no gap between the two back cushions.  Both of these fixes will be at no cost to me the consumer.  Upon completion I will cancel my credit card dispute.  If AL would rather pick up the sofa I have I have no objection to this option.
  
  
  

  Business response

  05/24/2023

  Paperwork will be given to our delivery service to pick up the sectional.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new sofa and mission chair on October 10 2021 it was delivered on April 16 2022 and 6 days later April 22 2022 the side of the chair fell off completely I immediately called Luis at Arizona leather in Huntington Beach where I purchased the sofa and chair & his answer was are you sure? For the past week I have had the worst customer service ever from **** ****** and **** ****** their corporate office never even bothered to call and apologize. I do not want a refurbished or fixed chair I want the chair picked up and my money refunded along with deliver charges I am 72 years old and always amazed how rude this younger generation is yet they fail to understand if people didn’t buy their furniture then they wouldn’t have jobs they sent 2 technicians out I had to tell where to take picture they did not give me a receipt that they were here only said I would have to work it out with customer service instead of saying we will do the best we can yo resolve this problem. I am nurse and desk with people everyday and if I treated my patients like this I would have been fired long ago.please help restore my faith in humanity thanks ************ THIS SHOULD BE BBB IN ORANGE COUNTY BOUGHT The ITEM IN ORANGE COUNTY SND LIVE IN ORANGE VOUNYY product made in Chino CA

  Business response

  05/03/2022

  While Arizona Leather disagrees with the characterization of staff and response, we do agree with client's concerns with the recliner and plan to reach out to schedule a return of the chair.

  Customer response

  05/04/2022

  Thank you so much for your help

  I agree for them to pick up the chair but I need a guarantee 

  They will refund me the entire cost of the chair the tax and partial delivery fee

  And just to be clear I have their bad behavior on text email and voicemail being old it does make you stupid it makes you aware and cautious of bad behavior.

  ************ 

  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an approximately $9000 leather sofa on 20 December 2020. The sofa was delivered damaged, and I immediately sent photos and called Arizona Leather to inform them. It took a while before the service department contacted me. To make a long story short: I was told to send the swatch from under a cushion. No swatch, I was sent samples to match the color. I sent back the selection. A replacement leather cover was sent. A local technician showed up but without the nailheads. Nailheads ordered and delivered. Technicain contacded to return but was no longer interested in performing service. I was asked to find another technician, no one wanted the work. Arizona leather finally agreed to pick up sofa sectional piece and return to their factory for repair. Picked up on 12 November 2021. Arizona Leather finally returned calls on December 12 and stated sofa was still in Albuquerque. Scottsdale branch stated they would call the CEO and get some action. 3 January 2022 Scottsdale branch did not call anyone but gave more excuses and said they would send an email. There have been many many phone calls to Arizona Leather representatives and almost aways no one calls back. Still no idea if the sofa will ever be delivered undamaged. No one we were able to contact could tell us when the sofa would reach the factory, be repaired and delivered to us. We took out the warrantee why? Remember this product was delivered damaged. Any help and or guidance in this matter would be greatly appreciated Happy New Year ? Harry

  Business response

  01/05/2022

  Out of state orders are always challenging. The sofa is expected back this coming week we are prepared to install the parts and ship back in short order.
  

  Business response

  01/06/2022

  Sorry, Arizona Leather cannot guaranty a delivery date however we will do everything we can to expedite. Arizona Leather will adjust the extended warranty to the date of re-delivery.
  

  Customer response

  01/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16**4898, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sectional sofa back in last October/ November. It was delivered in late December of 2020. The sectional was lopsided even after several months of attempts to follow instructions to move cushions around and site on it has much has possible. Arizona Leather did eventually send out technician to add more spring in the sofa, then told me the cushions were wrong too, and it will send out new ones to me. Second time the technician come out they only brought two new cushions and left other 4 with the original cushions. Now my sofa is even more uneven. I was told by the technician he will request 4 more new cushions to balance the sofa. When I called to follow up I was told the 2 new cushions were just courtesy of the company. Now they won’t replace the cushions and I have to pay. I didn’t request for the cushions at first place. I was told by the technician my cushions were wrong. Now the company left things half done. Sofa is still semi-lopsided, cushions now are 2 hard and 4 soft. I spend $5000 for a sectional that’s lopsided and uncomfortable. I want the company to finish fixing the sofa and follow it’s warranty.

  Business response

  11/23/2021

  Arizona Leather replaced 2 seats as an accommodation. Seat cushions soften with use and softening is not a defect. Seats that are used more often will be softer when compared to seats used less frequently. Arizona Leather does not warranty against seat cushions becoming softer.
  

  Customer response

  11/28/2021

   I am rejecting this response because:
  I did not asked for cushions  changed? I was told the cushions were wrong by the technician who came and fixed the sofa. I wasn’t told only two needed change. I was made understand the cushions all need to be changed because it was wrong. Now the company is telling me they are changed out of curtesy. I want the company to make good of what they told me and change all the cushions. I am disappointed by the service practices. 
  
  

  Business response

  11/30/2021

  Arizona Leather corrected the issue, all new cushions are not going to be provided
  

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