ComplaintsforSmith Brothers of Berne, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This chair was purchased from ******************** on August 5, 2023. It was purchased for a ************************************************************* this chair. On Saturday, December 9, 2023 the chair back came off while he was in it sending him back on to the floor. He is unable to get up on his own, very weak, so we came to lift him up onto a bed. The chair is at my in-laws, aged 90 and 88. They are incapable of taking a chair apart and it was about 5:00 in the morning. So this happened on it's own when he either moved in his sleep or awake. Very traumatic and his neck has hurt since. No dr. was involved as he is under home care (form of hospice) already. We spoke with ******************** who came and took the chair back to their store. When we found the man on the floor the chair was as it is in the pictures uploaded. After speaking with ******************* 5 days later he has determined this simply could not happen. As it did, I am very frustrated with this scenario. As we had to have a recliner for ***** to lay in, I had to purchase another chair, which I did at a different store. ******************* was adamant after speaking with his "manufacturer" that the chair is fine and this simply did not happen. I am quite furious at this lack of customer service, but since he is the middle man I would like for Smith Brothers to accept their own chair return. It is currently sitting at ***** and all they want to do is bring it back. We would not ever put a 90 year old person in this chair again, as it has already caused injury. We want nothing other than our money returned to us. A separate ****** Review will be filed under ******************** for their total lack of customer service, but they did not make the chair.

  Business response

  12/18/2023

  We sincerely regret the distressing experience with the chair purchased from ********************, and we appreciate your bringing this matter to our attention. Our top priority is the satisfaction and well-being of our customers. Upon reviewing the details provided,we understand the unfortunate incident that occurred with the chair, and we empathize with the concern for the well-being of the individual involved.Please know that we take product safety seriously. While we are not able to independently assess the situation, we have forwarded your concerns to our quality assurance team for a thorough investigation. We will work closely with ******************** to ensure a comprehensive examination of the chair's condition.In the meantime, we have spoken to ***** and they will be providing you with a refund for the chair and we will bring the chair back to the factory.

  Customer response

  12/18/2023

   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.  I will await the refund from ********************, who has the chair and can return it directly to the factory.

  
  

  Thank you.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are both in our mid-to-late 70s, live in a clean home, have no children at home, do not eat on the furniture, have no pets and do not smoke. Since delivery our new Smith Brothers sectional on May 14th, 2023 the only people using this sectional have been the two of us, with the infrequent visit of a family member. No one has sat on the sectional in blue jeans or dirty clothing, and we ourselves typically wear lighter colored fabrics.This sectional is exhibiting color changes on the wear surfaces of the cushions, most evident on the seating surfaces. There is gray color developing and darkening in these areas and it is very noticeable against the lighter colored fabric. Our initial concern was that this may have been due to color or dye transfer from clothing. Upon reviewing our lifestyle, our own clothing choices and the use of the sectional to-date we are convinced this is not the cause. Other light colored furniture fabrics have been in our home for many years on accent chairs and dining chairs. None of these exhibit the fabric darkening after continued use by us wearing the same types of clothing. The sectional looks horrid and worn in our home after only eight months.******** Furniture has contacted the manufacturer on our behalf and they have offered to replace the chaise cushion and the adjacent cushion in the same fabric. However, we do not accept this solution as it does not address the fundamental problem which we believe to be upohlstery fabric related. We fear that once replaced, the two new cushions will, over time, likely not match the remaining cushions and other wear surfaces on the sectional which are already showing the same problem and are expected to worsen. We have no confidence the replacement cushions with the same fabric will not exhibit the same problem.We have requested that the manufacturer replace the entire sectional with a comparable grade fabric.

  Business response

  12/13/2023

  To thoroughly evaluate and address ************************** concerns with the fabric, we requested that he send in the current sectional casings for further evaluation and testing. We offered to send new casings at no charge as replacements so that ************************ is not inconvenienced. Though ************************ feels that there is a fabric defect, we have not yet been given the opportunity to test that theory. Unfortunately, we cannot rule out environmental factors or fiber transfers from other materials such as sheets or blankets which would not be considered defects and therefore not covered under the warranty. Having the opportunity to assess the fabric directly will help us better understand the nature of the issue. At this time we cannot commit to re-upholstering the sectional with a new selection of fabric.

   

  Customer response

  12/13/2023

   I am rejecting this response because:

  We understand that the company needs to evaluate the fabrics. We were notified only yesterday, December 12th, that a request had been made to ship fabric back for evaluation. ******** Furniture has agreed to pick-up the cushions on Tuesday, January 2nd, **** for return. NO OFFER has been made to us to provide temporary covers during the evaluation period. We are disturbed that we must have this $4750 sectional in our home without all fabric covers. It makes it very inconvenient for us to find a place to sit, especially if we were to have any guests.
  
  

  
  

  Business response

  12/14/2023

  Smith Brothers is currently working with the retailer to get all the information required in hopes to better serve our customer. After all information is gathered Smith Brothers will then work with retailer to accommodate our customer in the best way possible and will ask the retailer to communicate directly with the customer. 

  Customer response

  12/14/2023

   I am rejecting this response because:

  We are awaiting pickup of the defective fabric/cushions on January 2nd by ******** Furniture. At this time there is insufficient icorrective action nformation or a satisfactory response from the manufacturer in resolving the complaint.

  We still have not been offered temporary fabric covers or cushions for our use during the period of evaluation, as stated in the first response herein from Smith Brothers.

   

  
  

  Business response

  12/15/2023

  Smith Brothers has spoken directly to the retailer. Smith Brothers now has the full story from the customer and retailer on this issue. ********************************************* is asking that the customer send back an arm cap to the retailer for dye lot matching and Smith Brothers will replace all the seat casings in the original ordered fabric for the customer at no charge. Once the retailer has the new seat casings they will stuff the foam into the new casings and then at that time send back the old casings to Smith Brothers so we may send those casings to fabric mill for evaluation and testing to see what caused this whether it be a fabric defect or environmental. This way the customer does not have to be without any seats on the sectional through the entire process. 

  Customer response

  12/18/2023

   Better Business Bureau:
  
  We will accept the offer from Smith Brothers to replace the covers on all cushions (chaise plus three regular seat cushions) at no cost to us. We have contacted ******** Furniture to make arrangements for them to pick up and ship the requested arm cover for the purpose of dye matcing.

  However, this is a provisional acceptance based on both of the below items:

  1. The replacement covers satisfactorily match the fabric on the other surfaces of the sectional.

  2. We are informed of the evaluation findings and in the event a fabric defect is found we would expect the entire sectional to be replaced.

  Thank you.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 recliners from ******************* May 26, 2021 for $ ******* with a 25% discount due to the fact it would take 20 weeks for delivery. I received them mid January. ********* kept me updated as to the delay and offered a $500.00 discount due to the delay. I have had one problem after another since receiving the recliners. There was an insufficient amount of stuffing in the bustle back. They came several times with stuffing from Hobby Lobby!!!! Unbelievable!!!! These are luxury hand made recliners with lifetime warranty. The bottom cushion had to be replaced and was supposed to be filled with a down outer area which there was none. Then the frame broke on one of them. One of them wasnt finished out, with nailheads you could see poking out and would punch the leather at some point. The furniture store came and took pictures and sent one of the chairs back to be totally remade. The only reason they said they sent it back rather than ordering a new one, was to make sure the leather matched. I got a call yesterday from ********* saying the chair came back from the factory and had not been repaired. They had put glue in a broken frame!!! There was a s**** missing from the other one that held the mechanism on the side in, and is doing the same thing the other one did. Im sure the frame is broken on it too. I am way past upset and demand a refund. The furniture company will only give store credit and say they cannot get in touch with Smith Brothers Furniture. It has been a year of constant problems with these recliners that I truly would have loved if they had been the quality I was sold. I want a refund from Smith Brothers ASAP. This is so bad. I have a bad back and it took me 6 months to find a comfortable chair. The one I sat in prior to the purchase was extremely comfortable. What I received was way different and defective. Please help me resolve this matter. Thank You! The photos of the frame are with *********. I will upload the ones I took on delivery.

  Business response

  12/14/2022

  Smith Brothers has worked with **********. The customer will be given a full refund and the customer is choosing two new chairs from a different vendor. 

  Customer response

  12/14/2022

   I am rejecting this response because:
  
  ********* has been amazing to work with me. They were unable to get in touch with Smith Brothers or there representative.

  The terrible customer service was with *********************************************. I was offered store credit at ******* and found two recliners that I liked, however they do not match my decor at all. Smith Brothers should reimburse ********* for these two bad chairs. ********* is a great store and they have great customer service!! 

  Business response

  12/16/2022

  Smith Brothers is in fact working closely with ********** on refunding them for their troubles in this situation. 

  Customer response

  12/17/2022

   Better Business Bureau:
  I will double check with ********* to make sure they have been reimbursed for the loss they incurred. ********* has been exceptional in working with me. I was not able to get the recliners that match my other furniture, however, I am satisfied that it will turn out ok. I wont know if it is a perfect solution until I receive the new ones and see how they look in my home.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a couch (10+ yrs old) mfg by Smith Brothers (SB) in perfect condition. We wanted a larger couch with the same fabric. Same fabric # was not available but we found something almost identical. I was a bit surprised with a price over $7,000 but thought it would be durable. Recent reviews complained about SB workmanship/fabric issues. Despite this I ordered since past experience was good and was told SB is still reputable. I learned after the couch arrived that ScotchGuard is no longer used. There is a stain warranty by independent *** that cleans your furniture if stained. Couch is off-white, linen material so I decided to purchase spare covers in case anything ever spilled on fabric with thought I would have couch for many years. Within a short period of time you could see the cushion covers losing shape, pilling and looking very worn. Dealer told me to use a sweater ****** and that all material pills. I explained that the couch is used 90% of the time by two adults, located in an area only used on weekends and used for less than half the year and that my other couch still has no pilling. Why should I shave a NEW, large surface area expensive couch for it to look presentable? I corresponded with the dealer who in turn sent pics and spoke with SB over an extended period of time. SB states they don't manufacture fabrics but do extensive testing for durability. Not true. Any testing would show the fabric is inferior. With very little use my couch looks older than my 10+ year one. SB final ********** response -I should be educated in pilling and casing will clean up w/shaving and will not harm the fabric. This is 100% NOT TRUE. Simply sitting on the couch minimal times makes it look extremely worn. Shaving makes it look worse. The only area that looks good are those where NO ONE has ever sat. I trusted SB used quality fabric etc. and found this no longer true. SB's lack of concern with dissatisfied consumers is appalling. ****** learned trust consumer reviews!!

  Business response

  05/20/2022

  Smith Brothers takes all customers concerns very seriously when it comes to quality and we apologize that our customer is having issues with our furniture. We do have our own test lab in-house where our fabric testing machines follow all of the **** ***************** of ******* Materials) testing standards for pilling and abrasion on all of our fabrics that we introduce into our lines. The fabric in question per our internal records show that it passed both the pilling test and abrasion tests. We have proven that in the home when fabrics do pill that this can be caused by fabric transfer from a variety of materials that come in contact with the fabric. We have also proven that when a fabric ****** is used on fabrics that pill that this method cleans up the fabric nicely and have had great success with other customers. Pilling in the furniture industry is not warrantied and Smith Brothers does not make the fabrics but buys from many suppliers that make fabrics. We have offered to have the pieces in question shaved at no charge to the customer and still offer that today. 

  Customer response

  06/08/2022

   I am rejecting this response because: Unfortunately, an apology is not adequate when a customer spends $7,000 on a couch.  I assume Smith Brothers (SB) uses ASTM D3511 in your in-house test lab and conforms to all established standards.  With that in mind,please provide the test results and confirm fabric content and class rating.  If this issue is not resolved I have made arrangements to have an independent, ASTM accredited lab perform the D3511 test and will compare results. 

  I am not interested in shaving my couch daily or having SB representatives shaving on a regular basis.  If SB offers the fabric and cost can be determined by the rating one would believe SB is responsible for the quality that establishes price.  If it is known that various fabrics have issues why would the customer not be warned, prior to purchase,that certain fabrics are more susceptible than others? 

  I have reviewed over 400 BBB complaints lobbied against 8 furniture manufacturers including low, moderate and high-end brands.   SB has four current complaints.  Of those, two,or 50%, are fabric pilling issues.   Only two other companies had fabric pilling complaints which represented less than 6% of the respective manufacturers total complaints.  I have also researched ************ and other various review sites.  Smith Brothers overwhelmingly has the most fabric complaints in comparison.   The resolutions to the majority of fabric pilling complaints, with the exception of Smith Brothers,has been:  provide a replacement set of covers to restore the appearance; discount on the purchase price along with replacement covers; retailer replaced the casings for the client; chose another fabric and they remade it.  Contrast this to SB's response to fabric complaints which were met with resistance and no provided no resolution. 

  The following are a FEW comments extracted from various review sites regarding SB fabric issues:  not thrilled with fabric, less than 1 year old and looks worn; if you are questioning the quality of fabric I can only tell you we regret our SB purchase; our sofa is only 2 years old but looks a lot older; fabric is piling, I would never recommend buying SB furniture and SB customer service leaves a lot to be desired; why would SB not have a warning on the fabric sample, will never buy from SB again; buying SB was the worst choice we have ever made, fabric has been very poor quality even though it was several tiered upgraded fabric; is pilled all over, never buy from SB again; very unhappy with the fabric there is so much pilling all over it; good structural furniture so why make available inferior fabrics, would never buy anything more from SB; why would they offer fabrics that show wear right away;not sure of their reputation being in tune with the customers concerns; SB is not willing to work with us, retailer offered 90% refund not sure why I was responsible for 10% fee because SB purchased bad fabric from the mill buyer beware of SB; the more digging I do about SB I know I will not purchase from them; SB will NEVER take responsibility for any of their defects including fabric; I wont buy from SB again, the fabric started to fray and unravel after 10 months; beyond disappointed with fabric pilling, furniture has appearance of being a lot older than it is by at least 10 years; do NOT buy SB, material was confirmed of poor quality when compared to what we paid; sales rep recommended shaving the pills; SB is rude and states customer is not to call SB; if material will look worn in a short period of time they should put that on the sample; within a month of delivery sofa started to pill, SB has been a major disappointment; SB gives flimsy excuses as to why the upholstery has a worn look in less than one year.

  SB please take responsibility for your products so I do not have to add my concerns about SB quality to all the various review sites.   Perform due diligence.  Research and see that I am one of many unhappy SB customers complaining about your poor customer service and lack of responsibility.  

  
  
  

  Business response

  06/17/2022

  Smith Brothers again want to apologize to our customer over the issues that are being presented to Smith Brothers concerning pilling. Smith Brothers uses a ********** fabric test machine for pilling and abrasion testing. Smith brothers does not use the D3511 **** test standard we use the D4970 **** test standard on all of of fabrics that we introduce in our line. The ********** test is used to measure the durability of a fabric. ********** is a unit to measure fabrics abrasion and pilling resistance. Also known as the rub test, ********** tests are undertaken on upholstery fabrics to check their suitability for various uses i.e. decorative chairs, heavy-traffic areas or commercial furniture. The fabric being tested is pulled taut and loaded onto the lower plates of the ********** machine. Small discs of worsted wool or wire mesh are continually rubbed against the fabric in circular motion. The fabric is continually inspected for wear and tear, and the test ends when two yarns break or when there is a noticeable change in appearance due to the forming of pill *****. Test results are given as a score of ****s of rubs or cycles, and the higher the number is, the more suitable the fabric is for heavier usage. Fabrics are categorized depending on their test results. From the use of this test machine we have  the pilling results that scored the fabric in question a score of 4 out of the 1 to 5 scoring system that is a part of the **** standards. A score of 1 being the worst and a score of 5 being flawless. Smith Brothers and our retailer have supplied our customer already with a set of replacement covers of which could be stuffed and used in the home. We still stand behind our product and willingness to work with our customer and the offers of having the pieces sent back to be professionally shaved, send to the customers home a professional grade fabric ******, or have a tech go into the home at no charge and shave the areas in question. In the furniture industry pilling is not considered a fabric defect. Pilling happens when fibers in the material become loose and the friction caused by movement on the fibers, cause them to ball up. We look forward to working with our customer on the three options we have given to help resolve the issues. 

  Customer response

  06/23/2022

   I am rejecting this response because: There seems to be some confusion as to what Smith Brothers and the retailer have done to resolve this issue.  Smith Brothers response dated June 17, 2022 states: Smith Brothers and our retailer have supplied our customer already with a set of replacement covers of which could be stuffed and used in the home.  This statement is completely inaccurate.  Please reference my initial complaint.   I state that replacement covers were purchased by me after the realization that the couch did not have the traditional scotch guard application.  Unfortunately, these additional covers were purchased before I realized the fabric was inferior.  As a result, I have the original covers and a replacement set; both of which are completely useless.  I am not interested in having my fabric shaved.  I have done this repeatedly and within 24 hours the couch needs shaved again.  This solution is not a permanent fix.  In my original complaint I requested replacement covers, with a different fabric, and a refund for the cost of the second set of covers.  If Smith Brothers believes they have already provided replacement covers a resolution should not be difficult.  I believe my original proposed resolution is not unreasonable given the effort required to get Smith Brothers to stand behind their product.  However, as a good faith effort to resolve this matter coupled with my desire for a presentable couch I would be satisfied if Smith Brothers would provide replacement covers with a different fabric, of the same or better price category if they are professionally placed on my cushions.  One cover was removed to send to Smith Brothers and the retailer reinstalled and it does not look the same as the original cushions/covers.  The tubing around the casing does not align causing the seat cushion to look lopsided.  Hopefully if the new covers are placed on the cushion by Smith Brothers they will fit properly on the cushions.  If this is not a viable resolution, I would like to know how many rubs were performed on the fabric in question to score a 4.  Smith Brothers does not disclose this information in its response.  In speaking with ASTM representatives, I am told that most upholstery is tested with ****** rubs or more prior to establishing a score.  Given the condition of my fabric after minimal use it is difficult to believe a test sample was put through the rigor of ****** rubs. 
  
  
  

  Business response

  06/29/2022

  Pilling test was completed by the Martindale Pilling Tester (SDL International, England). Method used for the experiment was ISO 12945-2 Specimen Size was 140 mm and Sample Size was 90 mm. Weight of Specimen: 423+/-7 gm. (For Woven). The samples were subjected to multi-directional rubbing for 125, 500, and **** cycles. After each completed cycle the samples were brought under sufficient light and compared to standard photographs and grading was done. The grading system for visual pilling assessment authorized by ISO results are as stated below.
  
  
  Grade Description
  5 No change
  4 Slightly surface fuzzing and some pills formed
  3 Moderate surface fuzzing and moderate pilling
  2 Distinct surface fuzzing and distinct pilling
  1 Dense surface fuzzing and severe pilling

   

  The ****** rubs our customer is referring to is the abrasion test cycles not the pilling test standard cycles. Pilling in the furniture industry is not considered a defect and is not covered under the manufacturers warranty. The fabric in question was introduced into our line in the fall of 2016 and our warranty records show only 1 warranty complaint since introduction and in fact the customer then allowed us to have it shaved and the customer was very satisfied with the results. If our customer would give us a chance to prove that by having the pieces in question shaved professionally would resolve her pilling issues we are very confident that this unfortunate chain of events would be rectified. We still stand behind our brand and our customer and are willing to have the product professionally shaved at no charge to her. 

  Customer response

  07/07/2022

  If Smith Brothers stands behind their brand please explain only one thing.  In Smith Brothers response, through the BBB, dated June 17, 2022 states:  Smith Brothers and our retailer have supplied our customer already with a set of replacement covers . . . .  This is not an accurate statement.  Neither Smith Brothers or the retailer have provided a set of replacement covers.  This is, and has been, a fair resolution to this dispute.  if Smith Brothers believes, as stated, in their June 17th response that replacement covers were provided why is this not an option for resolution?  This is what should be done due to the poor quality of a $7,000 couch coupled with the months of debate and countless hours of research and writing to try and receive customer satisfaction.  

   

  The paragraph above is the only thing that needs addressed to show that Smith Brothers stands behind their product.  However, I would like to share a few additional comments in response to your last contact with the BBB.

  
  There seems to be a difference of opinion as to the type of testing that should be conducted on the fabric.  I have had numerous discussions with a Compliance Manager who has been in the textile field for over 25 years and serves as a Technical Expert for ASTM.  Through research and discussions, I believe that normal upholstery fabric testing would be ****** rubs due to the fact that there would be lots of consumer usage.  We will have to agree to disagree on this point.

  
  If records indicate there has only been one fabric complaint please review BBB records and social media sites.    Perhaps the reason complaints are minimal is due to the poor customer service received when contacting ********************************************* directly.  Reviewing social media sites will prove I am certainly not alone in this sentiment.  Myself and two other individuals, on my behalf, have attempted to reach customer service.  After months of leaving multiple messages with no reply followed by persistent daily calls we were finally able to speak directly to a Smith Brothers representative.  However, we were quite discouraged when Smith Brothers response is to contact the retailer for quality concerns.  This fact alone should give consumers reason to pause before purchasing product from Smith Brothers.  Given todays social media influence these statements should be very alarming to a company and consumers. 

  While I recognize pilling is not considered a defect and, as such, is not covered under the manufacturers warranty I respectfully request Smith Brothers reconsider their position.  The couch in question has minimal use and looks worse than my Smith Brothers couch, with a similar fabric, that is over 10 years old.   As stated in previous replies I have reviewed BBB records and other social media sites for fabric pilling complaints.   Both high- and low-end furniture manufacturers quickly resolved complaints with an offer of new coverings or some other monetary concession.  Not one complaint, other than Smith Brothers, offers professional shaving as a suitable resolution.  The textile experts I have spoken with do not believe shaving is an acceptable resolution and thought the mere idea was ludicrous.
  I implore Smith Brothers to stand behind their product so I do not have to add to the list of complaints against your company on social media sites. 
  
  

  
  

  Business response

  07/08/2022

  To clarify on the statement in question with totally clarity our retailor offered the customer a brand new set of seat and inside back casings at a friends and family highly discounted price. Which the customer refused. ********************************************* is still standing by our product and if the customer would give us a chance to prove professionally what can be done to her specific collaged piece we feel we could prove that by shaving the pill ***** off the issue would be taken care of. 

  Customer response

  08/15/2022

   

  Hello ****** -  

  It has been extremely busy the past few weeks getting my sister to a point of self-sufficiency.  Now that she is well on her way, I returned to gathering the pertinent information to provide proof that Smith Brothers has never made the offer they stated in their last reply.  I have attached a time line of events and a brief synopsis of the text messages.  All of the information pertinent to their last reply has been highlighted in grey.  At the bottom of the page, you will see screenshots of all the text messages.  

   

  At your convenience please reopen the complaint, if you determine it is appropriate, after you review the documentation.  I am also in the process of filing a complaint with the ******* Attorney General and will forward that documentation to you when the complaint is finalized. 

   

  Thank you again for all your help in this matter.

   

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

  Text Message Summary
  Please see highlighted section at bottom for information relative to the last reply made by Smith Brothers.
  September 2021
  Discussions started with the salesperson from Wayside Furniture (authorized retailer for Smith Brothers) that handled my order.
  March 22, 2022
  Salesperson turned complaint over to **** at Wayside Furniture. All discussions were through text messaging. I have included screen shots of the dialog below.
  March 23, 2022
  Sent picture of couch when first delivered, requested by *********
  April 9, 2022
  I wrote to **** requesting an update.
  April 13, 2022
  **** informs me that Smith Brothers has sent the information to their fabric and leather committee for further evaluation.
  May 6, 2022
  I wrote to **** requesting an update.
  May 13, 2022
  Since I received no response to my May 6, 2022 text, I again requested an update.
  May 13, 2022
  **** responds and states he will check and see if he can get an answer from Smith Brothers today.
  May 18, 2022
  **** forwards text from Smith Brothers that suggests he educate the customer on pilling again and that the casing will clean up with shaving.
  May 18, 2022
  I reply to **** expressing my dissatisfaction with Smith Brothers and my intent to reach out to the BBB. In this text I state that I would have been wiling split the cost of new covers despite the fact that I thought Smith Brothers should accept more responsibility.
  May 18, 2022
  **** responds to my text and provides many options for shaving and states that if I want to purchase new back and seat casings, he would have a sales representative reach out to me. Despite my offer to pay half of the cost **** NEVER states that the replacement cushions will be discounted in any fashion.
  May 18, 2022
  I respond to **** that I would like new cushions but am not willing to spend what I spent before. If Smith Brothers is willing to return my money on the cushions I already purchased or offer a significant discount that would be acceptable.
  May 20, 2022
  I receive no response from **** from my last text wherein I offered to purchase the replacement cushions so long as I was offered a large discount. This was a follow-up to the May 18th text. I never received a reply. As you can see, I offered not once but twice to purchase the replacement cushions with either a significant discount or with a refund for the cushions I already purchased. I have NEVER received anything from ****, Smith Brothers or anyone else offering a discount and there has NEVER been any mention of Friends and Family Discount. At this point, if Smith Brothers were to offer a discount, I have no confidence that it would truly be a discounted price. Smith Brothers has lost all credibility with me and should have no creditability with the BBB after seeing the actual text messages at the bottom of this message. They have provided inaccurate, misleading and outright false information throughout this entire process. For these reasons I believe the replacement cushions should be provided free of charge. At your convenience, please reopen my case due to the completely false assertation that Smith Brothers has offered me a discount.
  I am in the process of filing a complaint with the ******* Attorney General and will forward documentation as soon as it is complete.

  Business response

  08/15/2022

   

  As of 7/12/22 Smith Brothers was notified that this case has been closed by the BBB. 

  Business response

  08/29/2022

  Absolutely. The customer needs to reach out to the dealer whom offered to give her a friends and family discount on the casings. This needs to be handled between the consumer and the retailer. I was told by the retailer that the customer was extremely rude and would not accept a discount originally and only wanted a full recover. 

  Customer response

  09/16/2022

   I am rejecting this response because I contacted the dealer for a quote on replacement casings and have received no response.   
  
  
  

  Business response

  09/19/2022

  Per the way Smith Brothers Warranty is set up the factory does not engage with customers directly but kindly directs consumers to work directly with their dealer in situations such as this. If the dealer is not returning a call the best course of action would be to go directly into the dealer to discuss with upper management of the store on what options there may be to rectify the situation.  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received the power recliner in March 2020, April 2021 the switch malfunctioned. We purchased the warranty and 4 months later was finally repaired. Less than 8 months after the repair, same issue. We have started the warranty process again but there is obviously an issue with the switch. I would like a manual recliner replacement.

  Business response

  04/27/2022

  Customer satisfaction is extremely important to us, but as the manufacturer we do not make the power recliner switches but rely on our outside suppliers to provide us with those parts. We will stand behind our product and warranty to supply the customer with a new switch at no charge and offer to have the piece sent back to the factory to be replaced if the customer chooses to not replace the switch themselves in their own home. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 14th 2021 my husband took me to ******************************** to look at new couches as a Valentines day gift. I immediately sought out the Smith Brothers section. I was so excited to purchase a lasting couch and love seat. The salesman was very knowledgeable about the inner structure and springs and the foam used in the seat and back cushions. Even letting me know the frame had a lifetime warranty. I was completely in love with the showroom model which was the **** series. So, we settled on the Build Your Own (**** Series) and had many different odds and ends to pick out and decide on. I told the associate I had 3 small dogs and needed a fabric that would be good for pets. The entire wall was filled with swatches of fabrics of all textures and colors. Each swatch had a tag on it with an indicator letting you know:*Spot clean only *good for pets etc.. We picked out a swatch that the tag said *good for pets and *easy to clean and was a medium ****.After all said and done we ended up buying the extended warranty and paid a little over $4500 for my dream couch! With the shipping trouble the world was and is currently facing it would be a 6 month wait till it was manufactured and shipped from Indiana but completely understood quality takes time.Fast forward to June 2021. We now are finally getting to sit on these beautiful couches. Honestly this is the greatest couch I have ever sat on. SO supportive and you can just feel how solid the frame is. Very well built structurally! I did notice after having it about 2 weeks the fabric wasn't wearing well. At Christmas I had to turn the cushions over because of the snagging and "pilling". I spoke to the retailer who said they spoke to Smith Brothers and they don't cover "pilling" my extended warranty doesn't either. Why would we buy a couch that will last years but cover it in fabric that hasn't lasted 6 months? Why say its good for pets when clearly it is not? Why not care about customer satisfaction?

  Business response

  03/10/2022

  Customer satisfaction is extremely important to us,but as the manufacturer we do not market fabrics in the way that the consumer described in the complaint. The only information that we have on our swatches is the industry standard clean code for that fabric.  These types of tags such as Good for Pets would have been added by the dealer after the swatches were mailed from the factory. Unfortunately, some fabrics pill more than others depending on the nature of the weave and the type of fiber.  Pilling is a common occurrence in most households and is not considered a fabric defect or fault from the fabric and furniture manufacturer. We do test every fabric and leather that we put in our line following the **** standards for pilling and abrasion. We use a ****** leather testing machine and a Martindale fabric testing machine for these tests. Smith Brothers will be contacting the customer directly to offer up to have the piece and parts in question sent back to the factory to be professionally shaved or offer to send them a pilling ****** for the customer to shave themselves. 

  Customer response

  03/10/2022

   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.

  
  

  Thank you.

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