ComplaintsforLeather Creations, Inc

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought sectional with lifetime warranty on it zippers, springs etc.They have had to come out before. One of the same zippers is coming off again and now they are telling me I have to pay ****** for gas. I am 75 years old and on a set income and no where does it say I have to pay for gas . This is how they rip people off when selling you something. I have all my papers when purchased and it does not say there is a limit it specifically states what LIFETIME means. Please help me get my sectional fixed.

  

  Business response

  07/20/2024

  Mrs. *** purchased a custom-made sectional from Leather Creations on 5/28/2008. At that time there was a lifetime warranty on the springs and zippers (among other aspects of the furniture). It starts by saying:  
  
  You can expect to enjoy your Leather Creations Custom-Crafted Original for years to come. That's the way we craft them. To back that up, we provide you with the most comprehensive warranty available. Essentially, it says; for as long as you own your Leather Creations manufactured piece, if you have any issue due to a construction defect, we will fix it free.
  
  Nowhere on the warranty does it state that it is an in-home warranty. As a courtesy to our local customers, we have tried to cover local transportation for the first 3 years. I have attached a copy of both the invoice and the warranty.
  
  Please note the phrase "construction defect". Every service visit we have had has been either zippers or springs. Fixing or replacing something once indicates that it MAY have been due to a defect. However, when we replace or repair the same thing over and over, it conclusively shows that the problem causing these issues are not defects but some sort of environmental factor. It could be from abnormally heavy use. It could be from under or overstuffing back pillows that creates strain on the zippers. It could be any number of issues. But the furniture itself is NOT defective. 
  
  As listed below, since the original order, we have been to the customer's home more than a dozen times (some of the below orders required both pick up and re-delivery so the work could be done at our factory). In an attempt to supply excellent customer service by going above and beyond the warranty, up until now,  we have not charged the customer for any parts, labor, or transportation. The customer lives approximately 100 miles from our factory and is NOT considered "local". However, in the past we had furniture deliveries in their area periodically and we did not charge them transportation fees as long as we could time the visits around other deliveries in the area. Again, we did this to go above and beyond for the customer.
  
  08/********** ...while we did repairs=0.00
  08/2012zipper repaired = 0.00
  09/2012springs and zippers repaired =0.00
  11/2012replaced clips on springs = 0.00
  11/2012connecters on springs = 0.00
  12/2012more connecters had to be replaced = 0.00
  01/2013zippers repaired =0.00
  06/2015springs and dust-cover replaced = 0.00
  09/2017more springs replaced  and dust-cover fell off  = 0.00
  08/2019repaired zippers and springs = 0.00
  
  7/16/2024The customer left a message with our service department that there are zippers broken on both sides of the sectional again.
  
  We do not have many deliveries to that area anymore so even if we waited until we finally do, it could be months before we are back in the area to redeliver the furniture after the work is done at the factory yet again. We do not have facilities to store furniture for that length of time. 
  
  The customer is correct that it does not take $600 in gas to travel to their home. However, it is 100 miles so to get there, pick up the furniture, and get back it would take our 2 employees 5 - 6 hours along with $100 in fuel. We are only charging the customer $300 for each trip. I can assure you that that it will cost us more than $600 to accomplish the pickup and re-delivery.
  
  Up until now we have not charged the customer anything and have provided all service and transportation free of charge. The expense to Leather Creations has already long since surpassed the original cost of the furniture. Due to the possible litigation mentioned by the customer during a phone conversation, an email to our website, and this complaint, Leather Creations feels that it is prudent to adhere to the letter of the warranty moving forward. We are sorry it has come to this. Leather Creations has consistently gone above and beyond our responsibility to this customer. 
  
  

  Customer response

  08/05/2024

   
  Complaint: 22015957
  
  I am rejecting this response because:First of all half of the responses that leather creations has made are false they say they replaced the dust cover all they did was pull it off and fixed it in my living room with a staple gun. (One corner) I have never stuffed the cushions only leather creations has so maybe they over stuffed them. I cant help they over stuffed them. Not myself. It states Leather Creations will replace any zipper that fails. thats what has happened. I have not threatened anyone. I do not misuse or abuse the furniture. That is the only problem we have had was with zippers and one spring. They are just trying to get out of the life time warranty that I was sold. Even the gentleman that has come out has made the remarks as the sectional has been WELL TAKEN CARE OF I never ask them to make a special trip. My lifetime warranty states all this. How can you say its happening because of environmental problems you dont know that you are assuming thisplease see attached. My zippers have failed again. Which it say is covered.
  
  Sincerely,
  
  ****** ***

  

  Business response

  08/06/2024

  As previously shown, Mrs. *** purchased a custom-made sectional from Leather Creations on 5/28/2008. At that time there was a lifetime warranty on the springs and zippers (among other aspects of the furniture). It starts by saying:  
  
  You can expect to enjoy your Leather Creations Custom-Crafted Original for years to come. That's the way we craft them. To back that up, we provide you with the most comprehensive warranty available. Essentially, it says; for as long as you own your Leather Creations manufactured piece, if you have any issue due to a construction defect, we will fix it free.
  
  Please note the phrase "construction defect". All 10 service issues over the last 16 years have been either zippers or springs. Fixing or replacing something once indicates that it MAY have been due to a defect. However, when we replace or repair the same thing over and over, it conclusively shows that the problem causing these issues are not defects but some sort of environmental factor.
  
  Up until now we have not charged the customer anything and have provided all service and transportation free of charge. The expense to Leather Creations has already long since surpassed the original cost of the furniture 16 years ago. Due to the possible litigation mentioned by the customer during a phone conversation, an email to our website, and this complaint, Leather Creations feels that it is prudent to adhere to the letter of the warranty moving forward. We are sorry it has come to this. Leather Creations has consistently gone above and beyond our responsibility to this customer. 

  The customer has tried to contact our service department again, however, since there is a threat of litigation, we need to keep the point of contact to just me and to keep all contact written for the sake of having records. They are free to contact me at *********************************** if they would like to discuss possible servicing of their furniture.

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