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ComplaintsforHerman's Furniture, Inc.
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Complaint Details
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Initial Complaint
09/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Weeks within receiving our two chairs and ottoman the fabric color completely bleached out where water, diluted dish soap, and a cleaning fabric came in contact with the fabric. They tested the fabric and said it was not defective. They blamed the stains on the fabric cleaner and did not acknowledge the stains from water and the diluted dish soap. When trying to recreate the stains on their fabric with our bottle of fabric cleaner they could not recreate the stain. We have used this same bottle on many of our fabrics and clothing and it has never left a stain. Their resolution was for us to pay for new slip covers at cost. However we do not think it is fair to give Herman’s more money because they gave us defective fabric. The couch is also frayed along the seam after one wash. We have been very patient and kind and have given them almost a year to resolve this issue and they have not. At the end of the day we spent over $7,000 on furniture with essentially defective fabric.Business response
10/24/2022
[BBB Transcription via Email]
From: ****** ******************** ****************************>
Date: Sat, Oct 22, 2022 at 10:02 AM
Subject: Complain ID ******** reply
To: ***************** <*****************>
Dear ********,
Below is our response to customer ****** regarding their complaint. We received the mailed document only this past week and so we apologize for any delay in our reply.
As a business we want to address all of our customers' concerns. Additionally, I also want to make sure we are totally honest and transparent. Therefore, in regards to the complaint from the ******s many attempts were made to offer reasonable solutions to the customer. It is important to note that samples from the customer's home were sent to the manufacturer for testing and it was determined through this testing that the issues the customer experienced were unrelated to the quality of the product and the fabric sample that came from the customer's home was free from defect. The customer admitted to using cleaning products not recommended for this fabric therefore sympathetic to the dilema we hoped by offering discounted replacement slip covers, the customer could move forward with loving their new furniture pieces. However, unhappy with the testing results, the ******'s rejected all reasonable offers for solutions and threatened us with law suits and to defame us. We would still honor our offer of replacement covers at cost if the customer so chooses to accept.Customer response
10/24/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
******* And ****** ******
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.