Complaints

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/16/22, my wife and I happily bought custom ordered a ***** Brothers loveseat and chaise with down feathers . To our dismay, the joy of buying this furniture quickly dissipated upon the delivery of the frayed furniture 05/ 10/23. The very same day of delivery our inconceivable living nightmare started such as the following: 1. Day one, became aware of protruding feathers, by the weekend feathers were profusely spewing out of the fabric on the furniture and our living room floor - we enraged and very concern since we had a new puppy. 2. To complicate matter, the feathers sticking out and through the fabric of the chaise seat , sitting on that seat was literally akin to sitting on pins and needles.3. Sagging chaise seat was discernible , got worse sinking further down under my weight ensued in me experiencing back pains while sitting and getting off the seat was a struggle. 4. Declining chaise armrest , cannot feel padding only the wood frame. 5. Holy moly , the last straw that broke the camels back , our furniture is not a year old yet it is looking old, worn and the edge is pilling. For the records, contacted the company ***** Brothers and was apathetically notified to contact the store, wasnt nothing the company could do. When I met the furniture manager ****, he had promised us a brand new feather proof chaise seat and assure me he would personally make sure our problems would be resolved. Told me he had many years in the furniture industry and we are going make things right, thanked me for being patient too. Never got that brand new feather proof chaise seat to date. An agent from the store thereafter did try to do something . He came to our home and opened the chaise cushion and feathers exploded all over the furniture and our living room floor. When he struggled to vacuum up the spewed feathers, against my wishes, ******* { spouse } elected to take over vacuuming up the numerous feathers to expedite the store staff leaving our home. This didnt work . Next thing the store did was to remove all the down feathers and the company and put new foam in all the back and seat cushions. Feathers to date are still seeping out, the sagging has got so bad that ******* suggested and placed under the chaise seat a wood board and and some small blankets for this help tremendously . I can sit for hours { not a couch potato} without now any back bother and no problem exiting the chaise. I know I, we were in trouble when **** quit taking my calls. When I last called to tell the folks at the store we had to placed a wood board and some small blankets under the chaise seat, the left chaise armrest is declining , pilling edge and reminded that person that I had observed **** also struggling to get of the chaise seat. He muttered something about **** being old and the sagging according to ***** Brothers is due to the design of the furniture. ********** replied. Please , we just want a full refund and thanks.

  Business response

  02/12/2024

  This sofa did have a problem with down feathers escaping the cushion.  That problem was corrected months ago by replacing all of the cushion cores with new cores that do not have any down.  The sofa has been inspected and there are no structural defects in the product.  ***** Brothers makes very high quality furniture, and this sofa meets all of their quality standards.  It sounds like the customer uses the sofa very heavily, and a certain amount of wear to the fabric is normal.  Upon our last inspection in November, there were no defects or unreasonable wear in the fabric.

  There is no excessive sagging evident in this chaise sofa, and it is functioning as designed.  A chaise as part of a sofa is somewhat difficult to get into, as one needs to crawl or scoot into position on the seat.  This also makes it more challenging to get out of as well.  Maybe a recliner would have been a better selection for this customer.

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