ComplaintsforFranklin Corporation
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Complaint Details
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Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased the 2 recliners from Big Lots in ************* May 26 2023. The seam failure was noticed on November 6,2023. I contacted the customer service of ********************** Furniture and was told to fix it myself with a curved needle. Shortly after the 2nd recliner had the same problem only worse. I looked up the warranty after the first recliner had th seam failure and it said if I tried to repair it would void the warranty. ************************* was the person at customer service for ********************** furniture who I spoke and emailed with. She also told me to contact Big Lotsfor them tofixit but they only have a 30 day warranty. We now have 2 recliners that look like they are over 5years old and not yet a year old. I would not buy another recliner they make or recommend anyone to buy one. I contacted the headquarters for Franklin furniture by email about a week ago and haven't received any reply. Franklin Furniture Corporation 600 Franklin **************************************Business response
05/31/2024
I am very sorry we missed your attempts to contact us. Are records indicate we did offer to send *************************** a replacement cut and sewn inside back or take a curved needle to sew the small area in the back.( to avoid having to pay for a Service Technician). Our warranty does not cover labor charges..We will go well above our warranty and send her a new back already on a frame so all she has to do is put the back on. There will be no need for a Service Technician. This is not normal policy and the *** charges will be extremely high but we will absorb the costs to to take care of the complaint.
Best Regards,
*************************
Franklin Corporation
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.