ComplaintsforStanton Sofas

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Stanton Sofas chair from Rifes Furniture for *******, delivered on 3/22/22... The cushion failed; starting in October, ***** sent a repair man to examine the chair. ***** picked up the chair on 11/19/22, replaced the cushion, and returned it on 11/23/22... The cushion failed again in December... They said it could have been that somebody put the old cushion back into the chair, so they came to my home and replaced the cushion... In March, the cushion started to fail; it had something poking me. The repair man looked at it again and said something was wrong with the chair... ****** refused to replace the cushion, saying they had replaced it twice. They replaced it once because the 1st time, it was faulty.Stanton Sofas said the most they would do is sell me a replacement bottom to the chair for ****** plus costs.This chair was warranted. I am filing a claim against ***** as well. I am 80 yrs old, 145 lbs, and on oxygen. I need an excellent chair to sleep in as well. I was assured the chair was built for this purpose.I had to pay ******* for a new chair. I am filing a claim with ************************************* for this and other reasons.

  Business response

  04/24/2023

  We have been in both email and phone contact with ****** in regards to *****************
  Communications directly with ******** have been via our email contact on our website and all of her emails have been responded to.
  We have sent replacement cores for her furniture when Rifes has requested it.

  We have tried to go above and beyond as her current complaint does not fall within the outlines of our written warranty.
  ****** we feel has gone above and beyond taking care of ********. Photos of the current state of her furniture are attached.
  The pictures attached were sent to us from Rifes customer service team.
  
  The last communication we are familiar with was from ****** to ******** asking that they wait before replacing her foam core again as it doesn't appear to have defects.

  Our understanding is that ****** would like to wait before replacing the foam core again as they are not sure it has failed.
  
  Attached are some photos Rifes most recently sent of her furniture and the state it is in. 

   

  Best regards,

  Stanton Sofas

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Stanton sofa with a 5 year cusion replacement warantee that clearly states that they would replace any cushions that no longer holding their integrity. After significant back and forth, they were only willing to replace 2 of the cusions based on the photos that I provided. They do not honor their waranty and short of taking them to small claims court I have no recourse to take. According to the furniture store this response with regards to their waranty is not uncommon and the customer service reps ******** me that they "rarely go through".

  Business response

  02/26/2024

  After reviewing the claim sent to us by the store and photos provided, it does appear the issues you are experiencing is with the feather wraps around the cushion foam rather than the foam itself. At the time of the claim a solution was provided to the retailer that should have been communicated to you. That said, some where along the way it seems there was a miscommunication. The foam warranty covers the foam itself, whereas the feather warranty would cover the feather wrap that encases the foam core on a down sofa. So, we offered to cover the issue that was under warranty and provide parts at a low cost for the issue that was not. Thank you,

  -Stanton Team

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Stanton sectional from ************************* and it immediately started losing filling (feathers). After two years, we contacted PFG to submit a warranty claim and get it restuffed. PFG said they no longer are a dealer for Stanton and we would have to address our issue with Stanton directly. Stanton seems to have no customer service contacts. I have left multiple messages on a voicemail & submitted multiple online forms on the Stanton website and no one has contacted me. The manager at PFG has given me two different names and numbers to call at Stanton and none of those have returned my call. This work would have been covered under warranty but it is now past warranty so I dont know how this is going to be covered but I would like the sectional restuffed.

  Business response

  02/26/2024

  Good afternoon,

  We are sorry to hear you are having such a difficult time getting your warranty claim taken care of. Our website is new and refreshed as of this year and the contact us function is working properly as of testing this morning. If you are still in need of any assistance please reach out via the website and we would be happy to help get you taken care of. Thank you,

  -Stanton Team 

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Stanton Sofa from ************************* in ********** **********. Found unit freight damaged etc upon delivery at my home. Sofa is still broken after a year and Stanton and the retailer have failed to do anything to resolve the issue. Retailer agreed after many months of frustration to refund the full amount. Bow retailer has backpedaled on the offer and just avoids dealing with this ongoing issue all together. Have reached out to Stanton on several occasions via their online contact form with no response beyond an initial contact promising to look into the issue and call me back. No return calls for Stanton. I am ready to *** both Stanton and the retalier.

  Business response

  01/26/2022

  We have been working to help take care of this customer with Motion Furniture Repair and the owner of Eclectic,
  
  Our last communication was in regards to the customer moving and not having time to wait for repairs and switching to a reimbursement instead. 
  
  We left off waiting for a call back from them last week to hear what their team and the customer had agreed upon.
  We will reach out to follow up.
  
  Thank you for your understanding
  
  -- 
   
  Stanton Sofas / Customer Service
  *******************************************************
  ************

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have emailed the company numerous times to get information as to how I can get warranty work done on my furniture. The company I bought it at is no longer in business so Stanton's website gives an email to contact them. I have gotten absolutely no response from them over the past months.

  Business response

  01/26/2022

  Good afternoon,
  We apologize for not responding to you more quickly, we are not sure how we missed your emails 
  but are looking into it.
  If you want to let us know what area you are local to we will be able to help connect you with a retailer that will have access to all of our available parts and can discuss your warranty claim with you.
  Or,
  If you have the ability, could you check underneath your sofa and find the barcode stapled to the bottom of the piece. It will have a serial number on it we can use to help get you taken care of. Send that along with pictures of your issue and as thorough a description as possible.
  
  Thank you so much for your understanding in this matter
  
  -- 
   
  Stanton Sofas / Customer Service
  *******************************************************
  ************

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