ComplaintsforDarvin Furniture & Mattress

• Initial Complaint

  05/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a leather couch, chair and comprehensive furniture protection (FCP comprehensive plan) on 3/15/21. On 4/6/23 I started having issues with the couch. When you sit down the seat sinks down and has no support. I called Darvin Furniture and they directed me to furniture care protection. I filed a claim that very same day. They told me that it sounds like the cushions and the cushions are only covered for a one year period after purchase. I informed them that the cushion is fine, theres nothing wrong with the cushion it has to be something else. When I sat down, I heard a noise and the couch seat had lost all support. They filled my claim and assigned me claim number *******. On 4/26/23 their service technician came to my home and inspected the couch. He agreed that there was nothing wrong with the cushions and continued to state that the springs that hold the cushion up are bad and that the company would contact me within 10 to 14 days. ***** had passed and I received no correspondence from the company. On 5/19/23 I called the company to check on my claim. Only then did they inform me that my claim had been closed. I asked them when was they going to notify me of that? They replied that they dont have the manpower to inform people of closed claims. So I asked them why was my claim closed? They told me that there technician said nothing was wrong with the couch. I asked them why would the technician tell me that the springs are bad and thats why it has no support, then put in his report nothings wrong with the couch? The lady told me that I had to file another cliaim because the springs have nothing to do with the reason why I filed a claim in the first place. I told her that the couch had no support so the springs have everything to do with it. Reluctantly I filled another claim (*******) and they called me today 5/31/23 to inform me that theyre not sending another technician out because theres nothing wrong with the couch.

  

  Business response

  06/01/2023

  The manufacturer warranty on this product is 1 year.
  Darvin stands behind all manufacturer warranties.
  The manufacturer and Darvin 1year Warranty has been fulfilled.
  Our 5 year policy does cover some structural details between year 2-year 5. The density of cushions and/or firmness is not covered. The comfort of cushions is not covered under the factory nor the Furniture Care Protection Policy. The springs and frame have been inspected and ************ standards. If you have any further issues that are covered under the 5 Year Furniture Protection Policy they can be reached at ************ or using this link for assistance **********************************************************
  
  *****************************
  ******************

  *********************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased on 9/11/22, 2 reclining loveseats. Paid $3626.12 total After one month of sitting on it daily, they look like they're years old. I'm the only one sitting on the one loveseat. The other doesn't get used much(still looks ok) but with use it will also look like trash. I'm thinking they deliver a cheaper product, only because the model in the store looks like it holds up much better despite hundreds of people sitting on it. I've put a review on Darvins website but no response from them. Looking at reviews, they only seem to answer the good reviews! I'm upset because I spent darn good money and will be paying on these for 5 years! I don't think they'll hold up for 5 years. I cringe when someone sits on the second loveseat because it will start looking like the other one TRASH!!I'm requesting an exchange for both loveseats for comparable loveseats.

  

  Business response

  06/01/2023

  Darvin purchase was 9/11/22
  All items come with a 1 yr std defect warranty with Darvin and the factory
  Darvin delivery was 9/15/22
  Drivers received signed delivery copy stating all was in good condition
  
  Darvin has had no communication noted since delivery. We sent an email the date of purchase asking for a public review and never received any type of complaint.
  Darvin has a 14 day exchange policy available to any stock purchase with a 20% restocking fee and a $179.99 pick up/processing fee. I do apologize we are unable to honor exchanges beyond 14 days.
  I would like to send out a technician to verify all items ************ requirements. If for some reason items are not up to factory standards, we can assist further with communication to the factory.
  If you would be kind enough to send a few photos for reference. I can get these to the technician and also advise him with some photos of our floor sample for comparison. I can schedule him without the photos but they are helpful prior to him arriving. My email and contact details are attached for reference.
  *****************************
  ******************
  *********************************
  *********************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased furniture protection warranty. I have been waiting since December for them to order the part and fix my sectional I have had 2 service calls all with the wrong motor Darvin has not reached out when the parts come in they have no compassion for the time we have been waiting We paid for this warranty and they are being extremely rude and difficult to reach and work with

  

  Business response

  05/25/2023

  Hi ***************************, my name is *******. I see that you have been in contact with ***** in our ********************* She offered the option for us internally order the parts or as an alternate option to reselect. ***** has not heard back from you regarding your decision. If you would like us to reorder or if you would like to re-select please let us know.
  *****************************
  ******************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a table and chairs from Darvin in Orland Park IL. The table came with a 1 year warranty (well within the 12 month warranty). Part of the table top snapped off, and they (Darvin) refuse to fix it. They sent over a tech with a furniture crayon to color over the missing piece (which looks really bad), and mentioned that is all they can do at this time. Happy to share pictures of their repair work.

  

  Business response

  02/19/2023

  We received your claim and have reviewed your order. Our staff has noted they offered you the option of replacement and you declined. We also authorized for full credit to reselect within 30 days. Our records indicate you have accepted this option. There will be no new delivery fees involved in the reselection process. If the cost of your new purchase increases,you are responsible for the difference. If you have any questions, you are welcome to contact our service **** or myself for assistance.

  
  *****************************
  ******************
  *********************************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a dual recliner and we bought the extended warranty as well. A few months ago the control broke and we contacted Darvin our claim# is ******* we sent pictures requested by them still waiting for the part they supposedly ordered. My husband and I both have breathing issues and sleeping in the recliners is what we do. Now we are down to only one of them working and it is making life difficult for us. My husband is a retired vet and I work 12 hour days so we are not wealthy by any means, I just want my couch fixed as I cannot afford to buy another one. Thank you for your time.

  

  Business response

  01/01/2023

  I do apologize for the delay involved in your service order.I see you have filed a claim with the 5 Year Furniture ************************** FCP. They will assist you with ordering of parts and will stand behind the warranty that we sold to you. It does sound like the issue you have is with them and not us.I have reached out to them along with our service ***** I have been advised parts are on order for you. We nor the 5 Year ************************* can predict ship times from overseas and cannot control ship times, we do again apologize for this delay. As soon as parts are received you will be notified and contacted to schedule an installation at no cost to you.
  
  *****************************
  ******************
  *********************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a loveseat and recliner couch in April 2021. We also purchased an extended warranty we were told covered accidents like rips, tears, breaks etc. we were explicitly told it was for damage done like with pets and kids and it would be COVERED (with possibility a deductible ). A few days ago we noticed a few tears after having family over for Christmas. I promptly called Darvin that gave us the SAME INFORMATION and stated it is covered and to call their extended warranty company Furniture Care Protect to schedule them coming out. I called 24 hours after the damage occurred and spoke to a woman who told me to send in my pictures of the damage- Tuesday 12/27. Today, Friday 12/30 I get a call back stating its too much damage (3 holes), and its not within 5 days- it was I stated that multiple times. Then I was told it only covers accidents and I needed to know how it happens so I again explained we had people over and have kids and pets and I know it happened then. She then said it was too many holes (3). The woman kept giving me a different reason why it wasnt covered based on my response. She kept denying repairs claiming 3 small holes is excessive but only after my answer. Manager refused to state the policy facts when asked. I asked how many is considered excessive and she didnt respond only saying that mine was when I asked if it meant one or two she said its what my policy states which doesnt state a number. This company is fraudulent and takes her money to purchase a warranty and then refuses to cover what is stated they would cover in the warranty. They also refused to be clear and explicit about the standards of the warranty leaving an ambiguous and upped their assumption but they cannot answer any clarifying questions so consumers know exactly what is covered. All Im asking is for my furniture to be repaired and have no problem paying a deductible for that repair. I am not seeking new furniture nor anything free just what my premium paid for

  

  Business response

  01/01/2023

  Hi ***** and *******, my name is *******. I am one of the managers at Darvin Furniture. I would like to go over a few details and also offer an option of resolution. I have included 2 attached documents for your reference.
  The first document is your signed receipt from the original date of purchase.Please note the signature stating acceptance of Benefits. The second document is the *** agreement. I have highlighted several details that pertain to your claim.  The second page highlights damage due to extensive activities, including but not limited to cuts, rips, tear and failure or loosening of threads or separation of seams along seam lines which are listed under exclusions. In the last section listed under important Information it states, The Agreement is not cancelable. These are the reasons in which your claim was denied.
  I am unable to refund or cancel the agreement, but I can offer a monetary $150 check reimbursement of good will. If you agree to accept the $150 please let me know and I can have our accounting **** issue a check.

  *****************************

  *********************************

  ******************

   

  Customer response

  01/07/2023

   
  Complaint: 18661241
  
  I am rejecting this response because: 1) I did not ask for my policy to be removed. I asked for my couch to be repaired. You are not addressing what I am concerned about. 2) the amount is a joke. I spent over $3000 on couches and $150 is 5% of the value my couch did not depreciate 95% in 1 year.3) Darvin explicitly stated it was covered when I called 12/27. When I called ************* direct they had me file a claim which now taking on the role of  an insurance  company and has to provide in writing the  reasoning for the denial of the damages. The damages are from 1 incident and in your copy of the contract it does NOT states only 1 rip or only 1 tear it states one INCIDENT of ripping and tearing. By not stating in your contract ONE rip it should be by default repair. It also doesnt state how many claims or rips we are limited to. Just ONE incident. Thus you need to cover the repairs and fix my couch . I didnt refuse to pay a deductible I am asking for Darvin to repair a 1 yr old sofa. . 
  
  Sincerely,
  
  ***** And *********************************

  

  Business response

  01/13/2023

  The Furniture Care ************************* and Darvin Furniture are unable to approve your claim due to multiple unknown caused tears and seam separation issues. We previously offered $150 good will adjustment which was declined. We will consider offering a $200 check reimbursement of good will for this denial.Unfortunately, we are unable to approve your claim due to multiple unknown causes that occurred during your one holiday gathering.

  *****************************

  *********************************

  ******************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new sectional in 2019. The delivery technicians damaged the frame of the couch when moving the couch in and Darvin sent out a repair team instead of replacing the couch. After this the frame is warped and we have made multiple claims to the store and extended warranty that we purchased, but all we were offered is a $100 gift card. This is completely unacceptable and as I read the complaints on this site, Darvin is selling subpar products and they definitely do not stand by their products. The extended warranty is a joke and is just a complete waste of money. I did not purchase a new couch for them to repair it. I purchase a NEW couch that should not have needed repairs in the first place. We are going on over 3 years of trying to rectify the situation and I just hope others read this before purchasing a product from this business.

  

  Business response

  10/21/2022

  I do apologize I have searched our system and have found no sectionals listed to any customer named Nattsas. I did, however, find one purchase: dual reclining sofa from our ****** center. I have included screen shots of all search results. SEE ATTACHMENT
          This was purchased on 2/15/2014. This sofa was delivered on 2/18/2014. This sofa was purchased with our standard 1 year warranty. There was no extended policy purchased on this sofa.  We have no further information regarding a sectional. I have also reached our 5 year Furniture Protection policy.
  
  They have searched their system through this last name and phone number and have no results found. I have also included all search results. SEE ATTACHMENTS It may be possible this sectional was purchased elsewhere. I have attached a copy of the 2014 receipt for reference. (ticket 181869215)
  If we can be of any further assistance, please let me know.
  *****************************
  *********************************
  ******************

  Customer response

  10/24/2022

   
  Complaint: 18204959
  
  I am rejecting this response because:
  
  The couch was purchased by my wife under her maiden name. The name is *************************************. The email would be *******.perezgrahovac.gmail.com. We have called constantly for years trying to resolve this.

  Sincerely,

  
  *****************************

  

  Business response

  10/27/2022

  I do apologize I was unaware that the purchase was made by your spouse. I was able to locate the new details as listed below regarding Order 182445672

  
  5/5/19 order placed in store
  5/10/19 order delivered
  5/10/19 customer contacted us after delivery stating nail or staple is sticking through the back
  5/18/19 our service tech removed excess staple in home
  9/24/21 customer texted ********************** stating they needed to file a claim with the 5yr policy company but lost their paperwork, advised warranty information
  10/23/21 customer contacted ********************** service **** stated they have dogs and kids and the fabric ripped, customer provided information to reach the 5 year policy
  10/28/21 customer contacted ********************** Care protection company regarding padding and cushion core flattening. This claim was denied as compression is not covered. The tech (over the phone) though was under the impression there may be a spring issue.
  10/29/21 FCP received photos as requested and message left for customer regarding denial, cushions are not covered, explained the compression of dog sitting the top of cushion has caused the back cushion issue.
  11/3/21 FCP called customer again for follow up to schedule tech to check for spring issue, left voice mail
  11/5/21 called customer and they asked FCP to call them back in 10 minutes
  11/5/21 spoke with customer again to schedule
  11/20/21 scheduled for 11/24/21
  11/29/21 report back from tech, frame and springs in working conditions, customer did point out the rear cushion as they originally contacted us for. Advised customer that with dog laying on the top of cushion it has collapsed. Compression is not covered. There was an open seam, tech offered to stitch the seam and the customer refused. ****
  12/1/21 FCP contacted the customer regarding follow up of tech in home, left voice mail stating frame and springs are in working condition and cushions compressions again is not covered
  9/27/22 customer texted ********************** stating a spring has now popped through the frame and the framing at the joints have are loose, gave customer information to reach the 5 year policy company to start a claim
  9/27/22 customers husband called Darvin service **** stating he would leave his sectional on Darvin property listing employees name on it and hung up on the associate
  9/27/22 service associate called customer back and stated he did not have a dog, customer called ********************** back and left a voice mail, THIS IS BEING RECORDED, YOU ARE A SCUMBAG
  10/7/22 customer contacted FCP stating seam was torn, **** was exposed armrest wobbly, spring ripped at seam padding exposed and FCP requested the customer to take photos, they also stated poor craftsman ship
  10/11/22 service manager reached out to customer and stated due to the denied claim Darvin is offering a $100 gift certificate for inconvenience
  10/12/22 photos received claim was denied due to misuse,customer stated tech from ********************** opened fabric and never closed the spring exposed area, noted that tech lifted cushion to take photos and never opens framing of sofa as all were in tact and frame and springs had no damage
  
  Please note when the first tech came out there were no defects noted. Even though seams are not covered the tech did offer to sew the seam that had opened.
  The customer refused the option of stitching the seam.
   The complaint notes something about a frame issue. Drivers, FCP nor Darvin have any details regarding a warped frame, bent frame or frame issue. A tech with FCP stated they would send out someone to inspect frame and springs and found no defects. Tech inspected under cushions and noted no defects. Please note the side by side photos, the photo on the left was taken by tech and notes no frame or spring issues dated 9/25/21. This shows the tech never exposed the frame and inspected externally. The photo on the right was dated 10/7/22.
  
  The techs noted frame was inspected externally, the damage shown on the right was not caused by our tech as he never opened the upholstery.
  This last photo below shows accumulated staining, ripped seam, exposed wood and a hole in the arm. Our 5 year Furniture Care Protection policy company denied this claim due to accumulated misuse.
  
  Darvin Furnitures *********************** manager spoke to the client personally and offered a $100 gift certificate of Goodwill as the claim was denied.
  At this time Darvin stands by the denied claim due to misuse and has went beyond to offer the $100 gift certificate. We last spoke to the customer on 10/10/2022 and the $100 offer was accepted.
  Please note I have attached a copy of coverage from the 5 year protection company, and all photos noted in this claim.
  
  *****************************
  *********************************
  ******************

  
  

  Customer response

  10/27/2022

   
  Complaint: 18204959
  
  I am rejecting this response because:
  
  We never accepted a $100 in store gift card as we would never shop at this store again. This couch was called in the day we received it and from that date on this couch has had structural damage as well as the damage made to our door during delivery. We have tried to remedy this situation countless times, but this store refuses to. 

   

  Sincerely,
  
  *****************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday, September 25, 2022, my mother found a tv stand on the Darvin.com website. I told her that I will purchase this item as one of her Christmas gifts. I made the purchase using my **** with both the Billing and Shipping addresses being the same. On Monday, September 26, 2022, Darvin's NoFraud sent an email stating that I would need to send proof of my ID and Credit card to complete this purchase (even though it's not mentioned anywhere on their website) I sent a reply email stating that they can cancel this order. Darvin's NoFraud then replied, "Hi ****** you are welcome as the purchaser to visit the store with your credit card and ID that has been requested.", even though I stated in the previous email for them to cancel this order. I then replied back with a screenshot from my credit card asking that "Please make sure that the pending charge is reversed back to the credit card charge."Darvin ******* never replied back. When I finished my shift at work I viewed my online credit card statement and noticed Darvin NEVER CANCELLED the order and never replied back to my email stating that it would be canceled. I then sent Darvin another email stating "Hi,I have asked your company to cancel this order but I see that you have charged my credit card. Please return/reverse or do what is needed for this charge to be credited back to my account or I will be contacting the Better Business Bureau and report your company. This charge has now been applied to my credit card, please credit my card since I asked you to cancel this order. I do not want it and I have emails to show that I requested you to cancel this order, but yet you allowed this charge to go through Please refund my card" And still no reply. I no longer want this merchandise and this treatment is so unprofessional for any business, to STEAL its customer's money. If I would have never looked at my Credit Card online settlement I would have never notice. I need a refund

  

  Business response

  09/29/2022

  9/25/2022 order was placed on Darvin.com, the billing customer name was *********************** and the ship to person was ***********************, our NoFraud security company flagged the order was there were different billing names listed to the order. As listed in our Terms and Agreements we have the right to verify purchaser information. The charge for this order was entered by the consumer.
  We reached out to ****** the purchaser for verification and received a response from *********************** stating:
  Hi Nofraud,
  Please cancel this order I will give my mother the money and she will purchase it herself.  I was unaware that it would be this difficult to purchase an early Christmas gift at your company
  We did reach out to ***** stating as the purchaser they are welcome to provide verification in store if they would prefer. We understand not all customers are comfortable emailing some information.
  We received another email from *********************** with a screen shot logged into ****** Synchrony account. She circled the PENDING charge from Darvin. This payment as of today is still pending as we have been unable to verify information with *****.
  I am the manager of the *************** with Darvin Furniture. I am not in the building on Tuesday or Wednesday. As a result I had not completed the cancel process that was requested. One of my associates did respond to the customer stating the cancel process does take approximately 10 working days. This process involved the store, our third party company that runs our site and the the third party credit card company from the consumer.There is a process that has already begun and is not completed as of yet.
  As of this letter we, Darvin Furniture have yet to speak or communicate with he purchaser , ***********************. The email address and phone number used on the order is for ************************

  
  Please allow up to 10 working days for funds to be refunded back to the original credit used.
  
  ***************************** ********************************* ******************

  Customer response

  10/05/2022

   
  Complaint: 18139323
  
  

  I am rejecting this response because:

  Im not sure what types of impolite reply that was, but I stated to Darvin by email on 09/26/22 to cancel that purchase due to the fact that Please cancel this order I will give my mother the money and she will purchase it herself.  I was unaware that it would be this difficult to purchase an early Christmas gift at your company.  It is correct that my mothers shipping name (***********************) and my billing name (***********************) are different name, still our billing/shipping address are the same. 

  Since this purchase would have been a Christmas I did use my MOTHERS email so that any communication from Darvins would go directly to her, ************************  I was not aware that this is something that is against Darvins policy; glad to know this now since I will not be shopping with them. It is also correct that my mothers shipping name (***********************) and my billing name (***********************) are different name, still our billing/shipping address are the same. 

  Different Billing and Shipping names are usually not fraud with many retailers; since I emailed you a copy scan shot of my credit card statement with MY NAME and YOUR company name with pending/charge name is on it.  Some may say that its racially profiling, since you can simply ****** someones address to locate what part of the city they are from, I may have to reach out to CBS news to see what they may have to say. 

  I dont like being called a thief the same way your company may not like being called racist.  But thank you for reversing the charges and issuing me a refund. 

  
  

  Sincerely,
  
  ***********************

  

  Business response

  10/06/2022

  Your order was cancelled and refunded shortly after receipt. I do apologize our online system and your bank do take a bit longer to get funds back to your account. We ask that you allow up to 10 working days to see the refund on your end. I have verified that the refund was transmitted on 9/29/2022 here at our store. If you have any questions, you are welcome to reach out again after the 10 workings days if necessary.

  ***************************** ****************** ********************************* 

  Customer response

  10/09/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress from Darvin and a while after we got it it started to develop a lump in the middle we should have had it looked at right away but we didn't and when we did tell them they said our warranty had just expired but they were going to send somebody anyway to look. A man who came out didn't say anything about a problem with support and made it sound like he would have it approved. Then I didn't hear anything from Darvin for over a month so I emailed them, and they proceeded to tell me that they would not do anything for me because of improper support. The thing is we had a ***'s Club mattress for 12 years before that without any issue and we've had one now for 5 months and no issues. I'm really not expecting Darvin to do anything for us I just want people to know that they don't treat their customer very well!

  

  Business response

  09/29/2022

  Good Afternoon
  I have reviewed your purchase, order ********* with us made on March 6, 2021. I have attached a copy of your signed receipt. I see your purchase was delivered on March 31, 2021.
  We advise all customers of basic information provided from the factory with regards to proper support required. Our receipt references the factory warranty also. I have attached the portion of the factory warranty that applies to your concerns. I do understand that you have had a previous mattress that was used on this bed. Please understand construction of mattress sets have changed over the years. New mattress sets may not necessarily be supported with older beds/support systems.

  
  I do apologize we are unable to approve this claim due to improper support.

  
  ***************************** ********************************* ******************
  
   signed receipt *** photo attached
  
   rear of receipt **** photo attached
  
   factory warranty from manufacturer **** photo attached

  photo taken in home of support **** attached

   

  
  

  Customer response

  10/03/2022

   
  Complaint: 18062540
  
  I am rejecting this response because:first and foremost we were not advised about proper support as you claim...
  Second we now have a new mattress that supported the same way and zero issues! Surprise surprise ***'s club sells a far superior mattress than you do.
  Sincerely,

  
  
  ***************************

  

  Business response

  10/04/2022

  All paperwork with customer signatures have been attached to the original response. Claim remains denied

   

  ***************************** ****************** *********************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery date: 04/03/2022 Delivery date 04/13/2022 Customer number ********* Sales person *********************** Also talked to and emailed ****** from the warehouse and the manager of Darvin along side ***** via phone.I purchased a sectional sofa and it was delivered in very poor condition. This couch should of never left the warehouse. There were nails sticking out and the fabric was not tucked properly in at least 5 areas. The people scheduled to come out to look at it had the wrong address per ****** at the warehouse and at that time I asked for an afternoon appointment since I work full time and someone could only be there in the afternoon, and I was left a voicemail saying they would be there between **** so Darvin's represenative did not honor my request. After all this this run around I requested some credit for for all the problems and phone calls that were made to correct the poor craftmanship of the sectional. ****** from the warehouse said it was up to the repair people. I talked to the Darvin sales person and they said it was up to the store manager and they left a message since the manager was not in. The manager did call the next day and said it was up to the repair people when they came out. When the repair person came out, they had no idea what I was talking about. Said it wasn't up to them, they just repair. We sent an email to Darvin's warehouse manager ****** again and he never responded back. I will never shop at Darvin again nor recommend them to anyone. Poor quality and poor customer service. Not the ********************** I purchased from years ago. Shame on you Darvin. Work on your customer service.

  

  Business response

  05/30/2022

  
  412742497 Order placed online 4/3 6:10pm (after 6pm during non business hours), an auto generated email with order confirmation was sent via email to consumer
  4/4 10:08am when store opened an email was sent to consumer asking to verify Billing information. This order was flagged for Fraud as the **** to and ship to address did not match
  4/4 11:31am the consumer sent us an email with identification for verification
  4/4 1:58P we sent a copy of released order to consumer, within this letter we offered delivery dates as options
  4/4 3:26p the consumer questioned time frames available
  4/4 4:37p we advised we are unable to schedule any time frames as we have a third party delivery service and asked again what date they would prefer
  4/7 11:44a the consumer emailed again asking for their time, frame, for the unscheduled delivery
  4/7 12:12p we emailed and advised what dates were available and again apologized as we cannot guarantee specific time frames due to having a third party delivery service
  4/7 2:34p consumer requested Wednesday delivery
  Delivery was scheduled for 4/13
  4/13, our drivers noted 1 nail sticking out of fabric and 1 seam wrinkling/bunched fabric
  4/13 a service ticket was created, this ticket states 1 nail poking through fabric and wrinkling/bunching Fabric in separate area
  4/14 customers mom contacted us regarding issues with delivery, we advised service ticket has already been issued and someone will be contacting her son to schedule
  Tech was scheduled and cancelled, customer advised us he would not be at home and needed to reschedule, customer did call back and rescheduled 
  4/29 factory authorized service technician went out to home, they steamed fabric and adjusted tac strip, during inspection an open seam was also noted and repaired in a toss pillow
  5/4 11:01a an email was sent to our sales **** in regards to service questions and compensation
  5/4 12:15p email was sent to consumer stating they had reached the sales **** and for service assistance was direct to their service advisor *************************, (service hours are M-F)
  This delivery was completed with 2 minor issues that were rectified and corrected. This product is and will remain under factory warranty for the standard 1 year from date of delivery. 
  Photos included in this claim
  We are offering a $50 gift card toward a future purchase due to inconvenience, This gift card will remain on file for Marc ************ to use within the next 12 months.
  
  If I can be of any further assistance, please feel free to contact me 
  
  *****************************
  E-Commerce manager
  ******************
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