Complaints

This profile includes complaints for Southern Motion, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Southern Motion, Inc.

  195 Henry Southern Pontotoc, MS 38863

• 

  Southern Motion, Inc.

  PO Box 1064 Pontotoc, MS 38863-1064

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Southern Motion powered recliners from *********** in ******* **** 11/6/2023. Just days after one year from purchase, the gold standard motor on the foot rest failed on one of them. The motor had a 3 year warranty. The ******* store had closed so I reached out to the factory for replacement parts. They do not provide service so I called the ********* store who gave me the service number. I then had to argue with multiple people before a different motor was finally sent to me which I installed myself. However the replacement motor is not the gold standard motor I purchased with the chair and is already failing as it does not support the weight of my legs but drifts closed as I sit in it. Now, just days after finally receiving the replacement motor, the other chair completely broke while my son was napping in it. The metal frame, which has a limited lifetime warranty is severely bent and cracked after only 13 months of use. This reclining mechanism is guaranteed for as long as we own the chair and is already broken. This furniture is clearly junk and not safe to use. Getting out of a broken chair is very hard on an injured back, which is why I bought the powered recliners in the first place. I simply want my money back as I do not want to fight with their poor service and don't want to have to climb out of the chair next time it breaks. The warranty is from Southern Motion, not Slumberland, but they try to deflect the warranty to the store, which is closed, making it difficult to deal with.

  Business Response

  Date: 12/26/2024

  We have no record of any issues with Mrs. ***** recliners other than the replacement motor that was ordered in November. The replacement motor that was shipped to Mrs. ***** is the same motor that was originally installed in her recliner only the color of the motor has changed. Our customer service department has reached out to Slumberland's repair technicians for more information concerning the issues Mrs. ***** is having with her furniture, and we have also contacted multiple ******* repair companies to see who can set an evaluation and repair appointment with Mrs. ***** the fastest. We should have a technician lined up to contact Mrs. ***** by January 6th if not sooner. As for a refund Southern Motion does not offer refunds all refunds must be discussed with the retailer.

  Regards

  Southern Motion

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a recliner that was delivered 1/7/23. A little over a year later, the seam on the side of the cushion failed. I contacted SM and explained that even though the 1 yr warranty had expired, I was hoping they might be able to somehow help me. They asked me to submit photos, which I promptly did. I never heard another word from SM, even though I followed up twice by email and once with a letter mailed to the CEO. I just want an answer, even if it's "no".

  Business Response

  Date: 10/04/2024

  Our records show that we did receive emails from Mrs. **** and those were forwarded to our regional representative to review with the retailer. We have reached back out to the regional representative for more information and approval for replacement arm cover has been granted and will be sent to Mrs. **** at no charge the arm cover should arrive in the next 15 to 20 business days.

   

  Regards

  Southern Motion

  Customer Answer

  Date: 10/07/2024

  That’s wonderful, but it’s the seat cover, not the a cover. 

  Customer Answer

  Date: 10/07/2024

  Please confirm that my response to Southern Motion’s message was received. I would hate for them to send the wrong replacement part. 

  Customer Answer

  Date: 10/10/2024

  I accept, but I need to make sure I receive a SEAT cover, not an ARM cover. Thank you!

  Customer Answer

  Date: 10/17/2024

  I received the seat cover today.  What am I supposed to do with it?  Is Southern Motion going to pay for ******** ********* **** (or whoever) to come install it?  I certainly don't know how to do it.  I tried to call Southern Motion and could not reach a warm body. I also was not give an option to leave a voice mail. 

  Please let me know how to proceed.  Thank you for all your help.

   

  *****

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a couch, loveseat and recliner on 8/13/23 and was delivered on 10/23/23. Three weeks of having it we had to get the cushions replaced all of them was sagging and the fabric was stretched in three weeks of owning it. Now the fabric has pilling in the foot and headrest. And threads coming out. We paid $5654.16 so its not like it is cheap furniture.

  Business Response

  Date: 08/08/2024

  Our records show that we did receive an email from ********************* on 7/29/24 concerning the issues she was having with her furniture. On 7/30/24 or customer service team responded to ********************* directing her to contact retailer for warranty service. As of today, we have not had any additional contact from *********************. If ************************* retailer is not addressing her issues, please let us know so we can assist.

  Southern Motion

  Customer Answer

  Date: 08/09/2024

  I have in the past contacted them. They have already replaced the cushions 3 weeks after our furniture was delivered. Im dont think the retailer can do anything else with it. To me it up to the company that made the couch to do something with their less than. The pilling of the fabric how are they going to fix that. If its a with the fabric it just going to happen again. So is the saggy cushions its just going to continue to happen. 

  Customer Answer

  Date: 08/22/2024

  I have contacted the retailer, they are coming out on August 26. I understand they can change cushions. How are they going to fix the pilling on the fabric southern motion can you explain? We have had  nothing but issues with this furniture. Do you stand behind your product? If you did these problems would have already been fixed. Most of the issues I believe is the fabric and that is what the professional that changed our cushions the first time had stated. That the fabric is stretching too much which causes the cushions to start sagging. I would ask you again if you arent willing to replace the furniture can you at least pick it and change the cushions and replace the fabric with a different kind that doesnt stretch like this one? 
  

  Thanks,

  Lisa 

  Business Response

  Date: 08/29/2024

  We are currently waiting to hear back from the retailer concerning the technicians visit.

  Customer Answer

  Date: 09/01/2024

  The is how the repair guy is fixing the sagging problem using staples that are already coming out. He never said how or what he was going to do with the pilling fabric. I would like a refund. 
  

  ****

  Customer Answer

  Date: 09/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22061888

  I am rejecting this response because: 

  When the guy come to look or fix the sagging he just adds more staples to supposedly fix it! No one can fix the fabric.

  Regards,

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

  Business Response

  Date: 09/09/2024

  We have received parts orders from the retailer for a new LSF inside back and seat fully upholstered. These parts will be shipped to the retailer the week of 9/16. Once the retailer receives the parts they will be contacting Mrs. ******** to setup installation of these parts.

  Regards

  Southern Motion

  Customer Answer

  Date: 09/11/2024

  Southern Motion has never answered how are they going to fix the sagging cushions. They havent said how changing some fabric is going to keep the pilling from happening not to mention they only addressed one piece of furniture for the pilling. Is the fabric even going to match? 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power loveseat was purchased in March, 2020 with a comprehensive five year warranty with a limited lifetime warranty. I contacted the company through their website form with no reply. They did not provide a phone number. I contacted ******** ********* ****, where I purchased the loveseat and they told me to contact the manufacturer.

  Business Response

  Date: 07/11/2024

  Customer complaint email was received on June 25, 2024, from Mrs. ********. A response was sent to Mrs. ******** on June 27, 2024, asking for clarification on if the frame damage that was reported was the metal reclining mechanism frame or the wood frame. As of today July 11, 2024, we have not received any further information from Mrs. ********.

  Regards

  Southern Motion

  Customer Answer

  Date: 07/11/2024

  Never received a reply from business. They had my name misspelled. I filed the complaint twice, looks like someone could get it right in two tries. 
  It was the metal frame that broke

  Business Response

  Date: 07/18/2024

  Replacement mechanisms have been ordered and should deliver to the address that was originally provided to Southern motion in the next 10 to 15 business days. 

  Regards

  Southern Motion

  Customer Answer

  Date: 07/18/2024

   

   Complaint: ********

  I am rejecting this response because: After months of trying to get resolution from retailer and Southern Motion, I no longer have this couch. 

  Regards,

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

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Backs of couches are off set loud cracking noise when reclining down electric buttons intermittently work chargers on couch dont work

  Business Response

  Date: 07/10/2024

  Our records show no communication to us from ************************* concerning any warranty or service issues. All warranty claims and requests for refund need to be sent to the retailer that the furniture was purchased from. If the retailer is no longer in business, please contact us via our website ************************************************** .

  Regards

  Southern Motion

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the recliner in Aug. 2022. I started having rash and hives on my back. I noticed that the leather dye was coming out of the chair anywhere my skin touched. I contacted Southern Motion by phone and the store where I bought the chair in October 2023. Southern Motion never contacted me but did call the store and said they had never seen anything like this. The store said they would make it right. I waited until June 2024 nothing was done. In June I had Total Knee Replacement and sleep in the recliner that I have to keep covered with a blanket to keep from skin contact. During the three days I sleep I. The blanket worked itself down so that my back was touching the leather. My back broke out bad with a rash and itching. I contacted Southern Motion and sent pictures of the chair and my back. They never returned my call or email. In fact they blocked me from emailing them. They called the store I bought the chair and told them they would do nothing. I do t know if this dye will affect me later or what. Southern Motion doesnt know either since they say the have never seen this happen before. I would like my money back for the chair not asking for the Dr **** from having to get RX to treat the rash

  Business Response

  Date: 07/18/2024

  Southern Motion reached out to the retailer who sold this furniture to ************ when this was originally reported to our sales rep in 2023 concerning the color/ dye coming out of the leather on **************** furniture. Our sales rep advised the retailer that color/dye coming out of leather like ************ was experiencing was usually caused sweat or body oil and that some prescription medications and vitamins can cause damage to the color /dye in leather as medication/vitamins can be present in both sweat and body oil. Per the information I have from the retailer this was communicated to ************ at the time and no mention was made to Southern Motion by our sales rep or the retailer that anything was supposed to be done concerning repair or refund. Since receiving ************ email through our website on 6/11/2024 we did reach out to the retailer that sold the recliner to ************ and this is when we found out about the conversation that was had between our sales rep and retailer in 2023. An email was sent to ************ advising that we had reached out to his retailer and that the issues with his furniture dye/color coming out of his furniture was being caused by sweat/ body oil or possible medications and that the rash could also be caused by the leather reacting with certain medications on 6/20/2024. We have had no reports of any rashes or skin reactions with the leather that was used on ************ furniture, but we are aware of some people having allergic reactions to leather upholstery due to the use of certain leather treatment chemicals such as Dimethyl Furmate or DMF which we have confirmed that the leather supplier of the leather used on **************** furniture does not use Dimethyl Furmate on this leather. If ************ would like to discuss a non-leather replacement of his current recliner we will work with him and his retailer to have one ordered and produced for him at no charge.

  Customer Answer

  Date: 07/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21896065

  I am rejecting this response because:

  Regards,

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

   Southern Motion has never sent me an email explaining anything. They reached out to the retailer but never to me. The retailer relayed to me that Southern Motion was going to do nothing about this issue. The retailer offered to exchange the chair but I dont feel its their responsibility to fix this problem. When I first notified the retailer and Southern Motion about the complaint Southern Motion contacted the retailer but never me. Both said they had never seen anything like this happen. I replaced a leather recliner I had owned for 10 years with no problems. If there is a known problem with the dye in the recliner bleeding out why isnt there a warning tag somewhere on the recliner stating this? if Southern Motion is willing to replace the recliner at no charger why not just reimburse my money? Seems to be the easiest way to settle this dispute. I suggest putting warning labels on the leather furniture sold by Southern Motion  so someone down the line does not experience the same fate.

                         Warning

  Certain medications a persons, sweat and body oils may interact with the leather, causing a rash wherever the skin touches the leather  

   

   

   

   

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Southern Motion Recliner through a third party vendor (Overstock.com). There is no option to purchase directly from Southern Motion. Recliner was purchased on 5/20/2024. Back in March of 2024, my wired remote stop functioning. I reached out to Southern Motion for assistance. I also made them aware that the left arm of the chair was not properly cushioned at the time of production. Per their website they have a 5 year warranty against cushions (Southernmotion.com). The person, that responded, only solution was to purchase another remote (check or money order) for $55 plus taxes and shipping. I responded that how would they know the remote is broken without actually seeing it. They didn't even address the issue with the lack of cushioning on the left arm of the chair. Your arm rests completely on wood. The recliner has not been abused or maintained poorly. When i reached out with the fact that they didn't respond the this concern, I received to reply. I filed another inquiry with the website a couple weeks later and to date, I've stilled received no response. I have the original receipt, email thread with the manufacturer. I'm submitting my complaint from a public library computer. So, I'm unable to upload the supporting documents. However if someone responds via email or supplies a portal in which such information may be amended to this complaint, I would be happy to include those supporting documents. The only reason I hadn't noticed the poor construction in the cushioning of the left arm is because I always used additional pillows to support my arms when reclining/sitting. However, this doesn't excuse the manufacturer from honoring their warranty agreement. The mere fact that they didn't even attempt to respond to my concerns in a professional manner gives me pause. A fair/honorable monetary reimbursement is also a viable option due to distance and mobility restrictions.

  Business Response

  Date: 07/10/2024

  Our records show that ************** did contact us concerning his 6075P Zero Gravity recliner on March 18, 2024 concerning the remote to his recliner did not operate the headrest nor the back recliner and that the left arm of his recliner cushion was different from the right arm. On March 22, 2024 an email was sent to ************** on how to order a replacement remote for his recliner. The remote for his recliner is no longer under warranty since his recliner was purchased in May of 2020 and the warranty for electrical control switches and hand wands is only for the first year that ************** owned his recliner.

  The issue with the left arm poly was forwarded on to another department and I do see that the replacement fill did not get ordered for **************. The foam and fill for this recliner are covered under our 5 year parts warranty and I will make sure this is ordered and shipped to ************** as soon as possible. The labor for installation of the arm fill will not be covered under warranty since labor for repairs and evaluations is only covered for the first year of owner ship.

  I have not been able to find any other correspondence from ************** since we sent the email to him on March 22, 2024. If ************** feels like he would like to have his recliner evaluated to see if the remote is not the solution for his problems with his recliner, we can recommend service technician in his area that he can contact about having an evaluation done.

  Regards

  Southern Motion

  Customer Answer

  Date: 07/12/2024

  [To assist us in brinimging this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21786334

  I am rejecting this response because:

  I'm neither satisfied nor dissatisfied with their response. After a closer examination of the remote, 2 of the wires require reconnection to the circuit board.  As far as shipping the filler, what the relevance of that when installation isn't provided? With and after this fiasco, Southern Motion will not be contacted again.  Service/follow through are poor not withstanding issue resolution applications.  At least the BBB got a reply that entailed more feedback than I ever received, but never again. Whatever Southern Motion has decided is a moot point at this juncture.
  

  Regards,

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

  Business Response

  Date: 07/18/2024

  Replacement arm fill has been ordered and will ship to the address supplied by ************** and will deliver in the next 7 to 10 per our 5-year foam warranty. As for the issue with the control remote/wand ************** was supplied with pricing and instructions on how to order a replacement. We apologize for the delay concerning the arms on ************** recliner.

  Regards

  Southern Motion

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased over $10,000 in furniture from ** ****** in Rocklin CA on 4/15/2022, the Southern Motion Marvel Mink Power sofa-$1749.99 and matching rocker power lounge chair-$1299.99, one month after purchase we contacted ** ****** and complained the cushions were sinking in the back of couch was off level the chair was making a clicking noise. They said the manufacture would send a repair person out. When they called he couldn't get there until July 29th! So we waited the issue got worse, finally July 29th came and they called to cancel saying the repair guy was sick, they rescheduled for NOVEMBER, he finally came out put new cushions in straighten the back of couch replaced something under chair. With in a week the other side of couch was leaning in when you sat down, we called again, repair came out , took pictures and said ** ****** was submitting it to manufacture for refund credit..it is now Feb. 2 2023..still waiting-very frustrating!! This was sent to me Jan 20 2023- Hello, I don't have any updates just yet. I re-emailed the manufacturer photos of the sofa this morning. As soon as I hear back from them, I will let you know. Thank You, ******* ** ****** Rocklin Office ** ****** | A Berkshire Hathaway Co. ***** ******** | ****************

  Business Response

  Date: 02/09/2023

  Our records show that on January 31 credit for this piece was issued to the retailer. If your retailer has not taken care of this issue, please let us know. 

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been taken care of but not by Southern motion. The Store ** ****** came through and took care of me, The company Southern Motion never responded to ** ****** emails and their request to try for a refund, so the Company (store) ** ****** stepped up and took care of us. Southern Motion will never get my business again. Thank you BBB you do an awesome job!

  Regards,

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

   

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a sizable investment in two recliners and two couches all of which were equipped with electric reclining and usb charging ports. We enjoyed the furniture and it was comfortable until just under two years into owning it the arm rests and and the seats all started peeling. We were assured by the retailer that this was not going to peel. We are disgusted with this furniture and the retailer has since went out if business the manufacturer has used material that is breaking down and hiding behind a one year warranty. This manufacturer needs to be exposed for this substandard product line. A full refund is not what I think we deserve but prorated amount and owning the poor material choice with even a hefty discount on something to replace these pieces would sure show the manufacturer wasn't attempting to cause investment harm to their customers.

  Business Response

  Date: 11/09/2022

  After reviewing our records, we do not have any information concerning Mr. *****'s furniture. If Mr. ***** would like to submit the serial numbers for his furniture, we will gladly look into his complaint but without the furniture serial numbers, we have no way of addressing his complaint.

• Initial Complaint

  Date:08/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a southern motion loveseat from a retail store. Within six months, both the cushions and springs completely collapse where I could no longer sit on the loveseat. I contacted Southern motion customer service who told me a technician would be there June 24, 2022. When the technician never call me back, ******* from customer service email me and said that she can no longer help me I would have to go back to the retailer. For over two months now neither the retailer or Southern motion has contacted me even though I told him I am on total disability and have no place to sit. It is unconscionable, that a manufacturer refuses to fix a product that was only six months old and within the warranty.

  Business Response

  Date: 08/09/2022

  We are aware of the issues with Mr. ******'s furniture we have been requesting information from his retailer who is responsible for placing orders for parts and contacting us to setup the repair technician. The parts for Mr. ****** furniture are on order and should be produced and delivered to his residence in the next 14 to 21 business days. Once Mr. ****** receives the parts for his furniture he will need to  contact ******* ********* ********** to have a service tech setup for the repair.  

  Customer Answer

  Date: 08/10/2022

  Thank you for getting a response from the Owner   But I am on permanent disability and trying to work from home and I was told at the end of May that a technician would be at my home on June 24 2022   When no one showed up I was told by Southern Motion that I needed to contact the merchant which I did    Now it has been 2 months and I am told that I need another 3 weeks for the parts to arrive and then try to make an appointment for a technician   The loveseat is now almost completely broken    And I would rather have a refund so I can purchase a new loveseat and be able to work from my den once again, unless the loveseat can be fixed within the next week or Two   I would be willing to pay for any additional shipping charge to expedite the shipping   Thank you   *** ******* 

   

   

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 17677194

  I am rejecting this response because:

  Regards,

  James *******

  Business Response

  Date: 08/10/2022

  If you wish to have a refund you will have to discuss that with your retailer. Our first correspondence with you was on June 2 when you emailed our customer service department stating that ******* ********* ********** had directed you to work directly with our inside service team. When we received your email we contacted ******* ********* ********** and reminded them that they are to handle customer service issues with their customers and that we are to only be contacted by Planned Furniture for parts and when a technician needs to be setup for repairs. We never setup a technician and we never communicated to you or ******* ********* ********** that a technician had been setup to repair your furniture. We requested serial numbers for your furniture from ******* ********* ********** and to this day we still have not gotten confirmation of the serial number for your furniture from ******* ********* **********. We placed your order for parts after we went through the retailers records and finally found the serial number needed to order the proper seat cores for your furniture. I have requested the seat cores be expedited but we have no way of telling you at this time when your parts will arrive or when a technician can have your repair completed.