ComplaintsforDivano Designs
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Complaint Details
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Initial Complaint
03/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/13/2021 my wife ****** ******** ********* & I, ****** J. *********, went & placed a deposit of $4,500 USD to Divano Designs for an order totaling $8,924.80. This order included 2 loveseats, the Giuseppe Giuseppe Foxtrot (referred to as "Foxtrout" on the invoice by Divano Designs) in Ritz Elis COL-33 Celeste blue. We also ordered a dining table by Cattelan Italia, the Skorpio Keramik Matte Golden Calacatta ceramic top w/ textured black base measuring 240x120x75. We were told at the time that we would receive our furniture in time for our house to be built, which was October 2021. We received the Foxtrot loveseats sometime mid November after we settled. I do not have the exact date but it was roughly 16-19 November. Shortly after having the product, we noticed that on 9 December 2021 the seams were coming loose/undone. Due to the price & quality of these furniture, we did not expect this. We notified Divano Designs immediately & they said they would resolve. On 15 December 2021 I followed up with the owner because I had heard nothing on what would happen with my furniture. He informed me he would get someone out to help fix it. The person did not come (for various reasons: schedule, COVID, etc.) until 18 January 2022. Now, 20 March 2022 I noticed again the seams are coming undone. I once again notified the owner, and he said he would reach out to get it repaired again. Our concern is this should not be an issue for the price & perceived quality of these luxury loveseats. This product does not live up to our expectations. We are not heavy people nor do we use them in any abrasive way that would damage them beyond normal sitting. We are greatly disappointed in the quality of the product. We have no faith in the product & went to the store on 21 March 2022 to resolve the issue. We asked for a refund. We were told that is not possible. We would like a refund of $3,158.80 since it failed to meet our expectations commensurate with the product's brand.Business response
03/30/2022
Business Response /* (1000, 5, 2022/03/30) */ The order details provided by Mr.*** & ******** are absolutely accurate. The delivery of their special order loveseats was coordinated as soon as they moved into their new home after a delayed handover by their builder. Their special order dining table from Italy per the original order could not arrive in time ( due to Covid related & logistical issues) for their planned Thanksgiving dinner. To display our full commitment towards building relations with our clients and understanding the importance of their First Thanksgiving Dinner in their New home, we delivered an almost similar dining table to their home as a loaner till their order came in. When their originally special ordered dining table, arrived we did deliver immediately. On 12/09/21 Mr. *** informed me for the first time about the seam coming undone and provided a pic.(please see attached) We provided the image and other details to the manufacturer in Italy and an approval came in right away to send a service tech. The service was promptly provided the contact details per ***'s convenience and consent the service was carried out to his satisfaction on 01/18/22. *** got back to me again on 03/20/22 and reported a similar issue with seams. I requested / received and immediately forwarded the pics. to the manufacturer in Italy. I have since received the approval to send the tech. for service and did indeed convey ***'s displeasure on the second similar issue related to the seams. At this point I would like to state that We do NOT display this collection in our showroom (*** asked for this collection by name specifically to be ordered for him). We have several other models from Giuseppe & Giuseppe (G&G) on our floor and have not received any quality related issue other than any transit/ shipping related damages that were promptly attended by G&G. We have full confidence in their product quality and so do lots of other clients worldwide who have purchased their product. *** connected with me on 03/20/22, and has filed this report on 03/22/22. I have received this notice of report on 03/29/22 and it carried a deadline to respond by 03/30/22. We at Divano Designs strive to achieve 100% client satisfaction and are totally committed to it, however there are procedures we have to abide with. Per the accepted guidelines in consumer related products and G & G's approval, the service tech as been informed to connect with *** and set up Service. The loveseat is under manufacturer's warranty thus the service totally covered. I request *** to cooperate/ communicate and coordinate the service as soon as convenient. Further, we are going to offer him a 5 year extended coverage on both the loveseats at NO-Charge. This service will provide peace of mind that should any such issue happen again, it will be handled without any expense involved at ***'s end. I highly doubt that it would be necessary however, this extended warranty will cover these two loveseats till Nov. 2026 for any accidental damage as well (including stains/ cuts / rips etc.). We at Divano Designs always endeavor to resolve our client's concerns to their fullest satisfaction therefore would also like to offer the third and final option to Mr. *** to return these Two loveseats and we will give him a credit to use at the store. Hoping to resolve Mr. ***'s concerns, we remain committed to work with / for all our clients. Consumer Response /* (3000, 12, 2022/04/11) */ We feel we've been pretty lenient during the process in dealing with Divano Designs and find the whole scenario unfortunate. Having read Mr. Nittoo's comments here, we feel obligated to explain what we want as our resolution and hope our explanation will reveal why it is now the only solution. We will also explain why our resolution is the most fair outcome here and the appropriate one Consumer Response /* (2000, 15, 2022/04/14) */ Talked to the business owner yesterday and we agreed to a resolution. We have returned the loveseats to Divano Designs today, 14 April 2022 at 11:47 AM EDT. We considered this issue resolved and are grateful for the business owner's cooperation in resolving the complaint due to the poor manufacturing the manufacturer provided to both of us in these products.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.