ComplaintsforWellington's Fine Leather Furniture
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Complaint Details
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Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a custom made Leather Sofa,Ottoman and Chair from Wellington Furniture. Stephanie was my contact person. I ordered the furniture June 17, 2022. I was told that it would take 4 to 6 weeks. After several delays (Stephanie said the hides were “stuck on the water”) I told her I was not going to wait any longer. Then she told me the hides arrived. Several weeks later at 7:30 pm( at night) the delivery company called to say they were minutes from my house with the furniture. The furniture was unwrapped Disposing tears and rips on the dust cover, worn marks on the furniture as well as scratches and scrape marks. I documented this on the delivery receipt and took pictures. The next day I contacted Stephanie with Wellington Furniture and sent her the pictures. Stephanie acknowledged that the furniture was damaged. She said that she was not in the office and she said she had contacted the Supervisor of the Delivery Company and they would get back in touch with me. I sent Stephanie with Wellington Furniture an email and text requesting them to pick up this furniture as it appears to be used furniture and I want all my money returned. To date I have not heard from Stephanie or anyone from the delivery company.Business response
12/19/2022
Tell us why here...
We completely agree with the customer. The scrapes on the leather and tears in the dust cover are unacceptable. This kind of freight damage is rare and extreme. It has always been our intention to have the furniture picked up and brought back to the factory. There they will replace any leather that has been scraped and attach a new dust cover to the underneath side.
It is unfortunate that both Stephanie and I came down with the flu and were both out of the office for a few days and unable to respond. We 100% were not avoiding her, we were both home in bed trying to get well. Wellingtons has always agreed with the customer that this is unacceptable and promises to have their furniture re-delivered in new condition.
The factory has agreed to have all their furniture shipped back out within two weeks after receipt.
The delivery service reserves the right to remanufacture any items deemed freight damaged as noted on the signature line of where the customer signed the bill of lading at delivery.Business response
12/20/2022
We will issue a pickup for the furniture. Once it is returned to our delivery service in NC, we will have a refund check issued directly to the customer.
Again, we are very sorry for their inconvenience.Customer response
12/21/2022
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,
***** ****
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Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
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TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.