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Business Profile

Furniture Manufacturers

Arizona Leather Company, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Arizona Leather Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Arizona Leather Company, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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 Answer

      Date: 03/20/2024

       I am rejecting this response because:


    • Initial Complaint

      Date:08/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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 Answer

      Date: 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

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 05/22/2023

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

      Customer Answer

      Date: 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

      Date: 05/24/2023

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

    Arizona Leather Company, Inc. is NOT a BBB Accredited Business.

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