ComplaintsforLee Industries

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lee Industries manufactured the cushions and pillows for a sofa and two armchairs purchased from ************ The latter is in Chapter 11. We were told to contact Lee Industries regarding our defective pillows and cushions. We did, but *** said we had to contact them through a retailer. We did as instructed and contacted them through ****************, a Brooklyn-based retailer. ******** confirmed that they spoke to *** and ******** said wed hear from ***. That was more than two months ago, and its been radio silence. Our pillows and cushions are 100% down and they shed excessively; there are feathers all over the place. In addition, the cushions and pillows require daily and laborious plumping, and we were not prepared for that. What we want: we want our seating cushions (4) and backs (4) and throw pillows (6) remanufactured with a far lower percentage of down feathers and wrapped in Dacron to address both the excessive shedding and retention of shape issues.

  Business response

  02/22/2023

  We received communication from this consumer regarding their issues.  I called and spoke with a lady at the residence.  She was looking to find the label on the furniture to help identify the product.   She could not find it while we were on the phone.  She was going to get someone to help her and call me back.  I never heard back.

   

  I will reach out again to try and resolve. 

   

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

  Director of Sales Suppport

  Lee Industries

   

   

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My decorator ordered a couch and two chairs from Lee Industries in October, 2021. We were told that they would be ready in April of 2022. In April they moved the date to September, 2022. We have still not received the furniture and she cannot get anybody to respond to her inquiries. Last week she sent a Certified Letter. I have not heard about the response to that.

  Business response

  12/01/2022

  I am unable to respond to this complaint as is.  I will need to know the name of the customer that placed the order with *** and an Order number.    Best, 

   

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

  Director of Sales Support, 

  Lee Industries

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The *** sofa I purchased for $7500 was delivered to me in April of 2021, after 1.5 years of use the seat cushion has lost its shape, not only does it look bad when laying down it feels like you are rolling forward which makes it uncomfortable. I have been diligent in following all recommendations that *************** for taking care of cushions. The right side of the sectional has an L shaped cushion, unfortunately it cannot be flipped.This is the response I was sent Hi *****,Thank you for your email and the pictures. With the label, I was able to look up your original order and determine a few things about the sofa. The first is that it was actually purchased through ********************************************************* / The House Downtown. I suppose it doesnt matter but I did want to clarify.I also learned that the sofa has our Haven Package in it which has a foam core with a generous envelope of down and feathers around it. Based on the photos you provided, I would have to say, that this cushion is performing as expected. Haven is a ***************** and the softest sit that we offer, the trade off is that it does require quite a bit of fluffing but will always offer a more relaxed and lived in appearance. This would be even more apparent on a bench cushion. I understand that this look might not be for everybody but they do not appear to be defective. That said, the look of Haven should not be confused with the durability of the cushion. Natural *** is also a durable cushion but no more so than Haven, it just sits firmer and will have a tidier appearance due to the lack of feathers.If cushions are defective, they can be replaced under warranty with the same cushion as it it a warranty claim against our third party cushion vendor.I am sorry that you are not happy with the appearance of your Haven cushions, however since they are performing as expected we cannot offer replacement Haven or Natural *** cushions.Best, *******************

  Business response

  11/30/2022

  *****, contacted us through the *** website on 11/16/22.  Our sales rep in that area contacted her to get the details of the issue. His response is above.   The cushions are not defective so they do not fall under the warranty.   ***** can purchase different cushions from *********************************************************/The House Downtown if she wishes.  That is where the original purchase took place. 

   

   

  Customer response

  12/05/2022

   
  I am rejecting this response because:
  If the company knows that these cushions do not preform well on a sofa with a bench cushion that can not be flipped due to shape, ithen they should not offer it as an option. A $7500 sofa should not look sloppy and feel uncomfortable after 9 months of use. I will make sure to let everyone in and out of my reach about my sofa and my experience with ***. I will never purchase from *** again. Its obvious customer satisfaction is not their priority.

   

   

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I bought what we thought was a high quality sectional manufactured by Lee Industries. We had purchased from *** in the past and did not mind spending a lot more for a piece of furniture that was touted by Lee Industries as a piece with top-notch workmanship and excellent durability that would last for many, many years. We always opt for superior quality when we purchase furniture because we like to be able to keep the pieces for at least a decade and beyond. The other two pieces, a sofa and a chaise lounge, were purchased decades ago and are still in like-new condition.The slip-covered sectional cost over $4000 and within 6 months time, the sofa cushions were as flat as pancakes. We are not over-weight and we have no children. None of our pieces of stuffed furniture are overused or abused. We were shocked and dismayed by these faulty seat cushions, especially since we had just forked over in excess of $4000 for a sofa we thought would give us years of comfortable service. We contacted Lee Industries to put them on notice and they would not take responsibility or even talk to us about the seat cushions. They never offered to replace them or address the issue in any way. We were forced to buy foam inserts for the seat cushions to give them some kind of form but it didn't work. When we sit on the couch for any period of time, it is like we are sitting in a hole. The seat cushions collapse immediately, even with added foam, and offer no support whatsoever. Our backs, necks, and legs ache after sitting on this $4000 couch whenever we do regular things like watch a two hour movie. It is certainly not what we paid for. We feel we have been deceived by Lee Industries and that the materials used for the seat cushions were sub standard, defective, and not what we thought we were getting. *********************** at Lee Industries told me there is nothing she can do and refused to address this issue. She told me to call store of purchase. We were ignored

  Business response

  11/30/2022

  My apologies for the issues that have occurred with the sectional.   We rec'd an email on 10/4/22 through the *** website from ****.  Our sales rep for ************ reached out to **** on 11/5/22 and asked her to go back to the place of purchase for help.  Our company policy states: 

  IN ORDER TO REQUEST SERVICE UNDER OUR WARRANTY, ALL CLAIMS MUST BE
  SUBMITTED THROUGH THE AUTHORIZED *** DEALER WHERE THE FURNITURE
  WAS PURCHASED.

  
  *****'s was the place of purchase and their service **** reached out to **** on 10/26 and did a service call on 11/8.  The concerns were corrected by *****'s 2 weeks ago and one of their top techs is going back on 12/5 to check on the resolution.

  Once again my apologies for the inconvenience. 

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

  Director of Sales Support

  Lee Industries

   

   

   

   

   

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional sofa manufactured by Lee Industries from Safavieh on 09/20/21. It was suppose to be delivered 3/31/22. I have never received it. I put a ******* deposit. I paid with ***************** I want my money back. Its May 16,2022 and have no furniture and no estimated date. one month ago, Safavieh refused to give me my money back. Now, I need the BBB help.

  Business response

  05/17/2022

  My apologies for the order delay.  We have not received the fabric for this order.  Supply Chain delays have delayed many of our orders.  Our retail partner is refunding the money to ************. 

   

  Best Regards, 

   

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

*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. ↩