Complaints

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

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  Zuri Furniture

  4880 Alpha Rd. Dallas, TX 75244

• 

  Zuri Furniture

  7884 State Hwy 121 Frisco, TX 75034

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:03/29/2025

  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 bought an office chair and reached out to the company right away and let them know of damages (I sent photos) to the leather on the chair. Not only was it damaged and dirty - it was supposed to be white as stated online but was a cream color. ****** helped me find a new chair and said it would still be a cream color but wouldnt be damaged and would be more comfortable. I let her know the box I received was beat up and not able to be reused. The chair was not set to come in for several months so she said I could keep the chair until the new one came in and they would make an exception to send the new chair so I wouldnt be without a chair and could use that box to mail the chair. I didnt hear anything so I reached out and got a new rep. *** didnt know anything that ****** had told me and gave me different information. I waited to hear back but never did so apparently they closed out my case. I just reached out after another few months and got a new person Max. I asked repeatedly to talk to a manager and Max assured they could help me so I went through everything again. This person read everything and said I see where we said you could keep your chair and once a new one came in return it with that box. *** said the case had been closed because that person was no longer with the company. *** opened it and said she would make sure when that chair came in (again not until summer) it was sent and I couldnt use the box to return. So I will have waited a year for an exchange. I told her this was unacceptable and I wanted some sort of refund compensation for this. They agreed and said they would submit to management. This person ended up getting back to me and telling me they couldnt send the chair until I sent this one back and would give no refund. This company has a 3.9 rating on ****** and apparently are fraudsters. They promote deceptive business practices they do not stand by as listed on their website. I want them investigated and my ***************

  Business Response

  Date: 04/14/2025

  We have emailed this customer on Monday, March 31st, but she did not respond to our inquiry. At this time, the ball is in the customer's court as they need to respond to our email, and return the original chair for the exchange model. We are not going to ship them a new chair without them either returning the original first, or remitting payment for the new chair (to be refunded once the original chair comes back in our possession).

  The customer has gone radio silent, and thus we can not action anything on their case until they respond to our emails.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:  I was told almost a year ago now I could keep the $500 chair until a new one arrived. Yet it never arrived because everyone there quits and they scam people as seen in their reviews and their BBB complaints. I will let the ***************************** help me either as part of a mass lawsuit against this company or until they decide to cooperate and honor their almost year old promise!!! Scam artists!!! 

  Business Response

  Date: 04/16/2025

  There is nothing further we can offer this customer; we have approved for her to either send the chair back and get a replacement, despite her having owned the chair for a year, or she can purchase a new chair and get a refund for the original when it's returned to **. The customer is threatening lawsuits, so we are done responding to this BBB case as we will have to confer with our legal department moving forward given the customer's repeat claims and threats.

  The customer is stating she doesn't have a box to return the chair, but that is not Zuri Furniture's fault that the customer didn't keep the box. She can purchase a box from ********** or similar and send the chair back if she wants the exchange, but we are not going to let her keep the original chair AND receive a refund, because then we would have no recourse in getting our product or money back.

• Initial Complaint

  Date:02/19/2025

  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 ordered a sofa set from **** on November ****** for *******. When it was first delivered on November 8,only one of the four products was well packaged, and two of the three unpackaged products were damaged.Given that Christmas is approaching,I hope to exchange or return the products before Thanksgiving.However,it was not until November 19 that the merchant agreed to replace the two products with quality problems.I did not receive an email confirming the replacement date until December 2,and the first exchange of two products was carried out on December 11,but one of them failed to be successfully replaced due to a direction problem. During this period,after a long wait and multiple email contacts,on january ******,the merchant provided a second exchange service,but unfortunately,the replaced produce had quality problems again.Given that **** products have had quality problems many times,and it has been three months since the order was placed,I still cannot use the product normally.When i requested a return again,the merchant refused because the return time had exceeded,and only agreed to repair services,and there was no subsequent email reply.

  Business Response

  Date: 03/06/2025

  Zuri Furniture is actively communicating with the customer regarding this order, and the customer has received multiple emails about this, including the most recent email within the last 24 hours which the customer replied to, so their complaint of "no communication" is incorrect. We have nothing else to provide at this time as the case is actively being triaged with the customer and our support team.

  Customer Answer

  Date: 03/10/2025

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  Business Response

  Date: 03/11/2025

  Zuri Furniture is still actively working on this situation with the customer, and our team went out yesterday, March 10th, to finalize the situation. The customer emailed us near the end of the day, and our team is still reviewing everything to work towards a final resolution.

• Initial Complaint

  Date:12/31/2024

  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.

  Dont buy from Zuri Furniture. They are a nightmare company. I bought a chair for roughly $600. It took several emails and many hours to get the parts that were supposed to come with the chair. A bit after 1 year over the warranty period, the arm broke from the seat. On examination, the short s**** holding the arm was in rotted ********** made from wood chips). I did a temporary repair with tape and when I removed the tape, it was apparent that the genuine leather that was advertised, was not true leather. When I called for a replacement, I was offered a replacement part (only) at more money than the whole new chair was being advertised for. They are cheats. Shop elsewhere. I found the identical chair on another website for $200 less than at ****.

  Business Response

  Date: 01/16/2025

  Zuri Furniture offered the customer a discount on their replacement, but they chose to file a bunch of reviews and this case with the BBB. The customer has had their merchandise well over a year, and the damage was caused by improper chair usage, NOT a defect, which is why we are not replacing the piece for free.

  The customer was using the arms of the chair to lift himself off of the chair instead of standing up with his own legs, which causes undue-downward pressure on the arms, and can cause failure where the bolts attach. The customer is blaming this on the company, but it is 100% related to improper usage of the item.

  Despite this, Zuri Furniture offered to sell him a replacement part at below costs to resolve his situation, but the customer declined this resolution, so we are at an impasse at this current point in time.

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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.

  Title: ********************* and Shifting Responsibility to Customers Date of Transaction: 10/20/2024 Amount Paid: $5,693.97 White-Glove Delivery Fee: $549 Promised Delivery ETA: 2-3 Weeks I recently had an incredibly frustrating experience with Zuri Furniture regarding a white-glove delivery and assembly service. Despite paying $549 for this service, the delivery team left the job incomplete due to unforeseen circumstances. Instead of taking responsibility, Zuri shifted the burden of inventorying the parts onto me, the customer.This is unacceptable. The ******************** remains unpacked, with the legs sitting in the middle of the floor, disconnected from the couch. My 94-year-old father has been left with no proper place to sit, enduring this situation through both the Thanksgiving and Christmas holidays. This is not the level of service I expected after paying nearly $5,700 for furniture and an additional fee for white-glove *********** is unprofessional for Zuri Furniture to expect a customer to resolve logistical issues caused by their own team. The lack of urgency, accountability, and empathy shown in this matter is appalling. Their inability to provide the service promised has left my family in an inconvenient and uncomfortable position for months.I strongly urge Zuri Furniture to review their policies and take accountability for their failures. Customers should not have to endure such negligence after spending a significant amount of money and trusting the company to deliver as promised.

  Business Response

  Date: 01/16/2025

  Zuri Furniture has been working with this customer, but his complaint does not tell the full story. The customer's original delivery had to be halted because his father, brother, and neighbor began abusing our delivery team, and threatening them. The customer himself admitted they live in a rough neighborhood, and our team was verbally threatened, and had to leave hastily from the situation to avoid it escalating.

  The customer's case is trying to blame ********************** for his family's own actions, which caused this delivery to go sideways, and the customer has also filed a dispute against the order despite telling us his family has issues, and the neighborhood was dangerous (only after threatening to sue us and several other things not to bear repeating).

  At no point has Zuri Furniture "shifted responsibility" of this situation, when the customer's own admission and family were the direct cause of the rescheduling of delivery (and the fact that it was incomplete). We are actively in discussion with the customer's son, *****, to try and resolve this to the satisfaction of both parties, and are attempting to pick up our merchandise so a refund can be processed given the current state of affairs, but that itself is hard because our local delivery team is afraid to go to this customer's home, so we have to find someone else willing to pick our merchandise up.

• Initial Complaint

  Date:09/27/2024

  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.

  Zuri's **** Desk, ordered online o/a August 8th, arrived with mismatched horizontal panels of a light walnut color, not the advertized ******-**** veneer finish of the side pedestals, as shown on their website. They initially denied any color variation, but the photos showing the mismatch were clear, and they offered to send us replacement pieces. However, the replacement, which we had them photograph before shipping, had the same wrong light-walnut color. We then asked for a complete refund, and Zuri had their shipper collect all the pieces. However, Zuri charged us $200 to collect the items, initially saying this was because we did not save the packing boxes (the whole process from receipt of order to return took 6 weeks), and then changing their rationale to one of "We offered you a discount to keep the mismatched color pieces, and you refused." It is not our obligation to accept a clearly faulty product. It is as if a consumer ordered a tailored, pinstripe business suit that arrives with a gray jacket and black pants. Sure, one could wear it, but it is far from ideal and not what was ordered.

  Business Response

  Date: 09/27/2024

  The customer has filed multiple complaints against this order (across several websites), but please see the photo where all the pieces of the desk are in perfect condition, with no color mismatch. The customer was offered a replacement, despite the fact that Zuri Furniture believes the unit is in perfect matched condition, and our return policy outlines that this item does have return fees. Given the item, based on this photo, is perfect, the return fee of $199 was withheld from the customer's refund. At this time, we can not comment further as the customer filed a complaint with the state's ************************* and we will have to work with them on a resolution.

• Initial Complaint

  Date:08/23/2024

  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.

  My fiance and I purchased a high-end (approximately $800) desk chair in 2022. While this constituted a huge financial outlay, we considered this an investment... the last desk chair we would ever need to buy him.Well... like an automobile made in the 1990s or a refrigerator made in the 2000s, this chair seems to have been produced under the principle of planned obsolescence... since here we are, in 2024, with a chair that substantially fell apart. I reached out to Zuri and spoke with a representative named ****, who was highly responsive but -- ultimately -- unable to stand behind the product since the one-year warranty had expired.Rather than being offered a replacement, I was offered the opportunity to buy another chair with a $400 discount.While we made a mistake buying the first chair, we now know better -- and will not spend good after bad.Zuri -- you pretend to sell high-end products, but in reality, you are just peddling commodities... that I can buy for far less elsewhere.

  Business Response

  Date: 09/18/2024

  The customer purchased this chair in 2022, and has owned it for two years; the manufacturer and Zuri Furniture determined the damage was caused by improper usage of the chair, and as such, being both outside of the warranty period AND customer-caused damage instituted that we would be unable to offer a replacement for free.

  Zuri Furniture DID offer the customer a discounted replacement piece under cost, but they chose to not accept that resolution and instead left reviews on several websites, including the BBB, hoping for an alternative resolution. At this time, the customer broke the merchandise, and as such, it is not eligible for further action past the options we've already provided the customer through email.

  Customer Answer

  Date: 09/19/2024

  I am rejecting this response because:   

  Kindly note my response in the attached PDF.

  Best regards,

  ***** L. *******

• Initial Complaint

  Date:08/01/2024

  Type:Product 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.

  Order #****** Zuri furniture is not responding to our complaint regarding the receipt of damaged furniture. We received damaged items and immediately contacted the company. We also noticed that their White Glove delivery people did not install front panels on the desk. We are not sure whether the panels were missing or they forgot to install. Zuri furniture asked for the photos of the damaged and missing items. We provided that information on Sunday, July 28. We have not received any response from Zuri yet. We cannot trust them anymore and we would like to return the furniture with full refund.

  Business Response

  Date: 09/18/2024

  The customer's complaint does not outline the steps Zuri Furniture has taken to resolve his issues. Zuri Furniture has shipped replacements for all affected pieces, and offered to have our team back out to install those pieces. The customer claims that they haven't received any responses from ****, but they've spoken to several of our team members on the phone, and their Account Manager emailed them as recently as 09/17/2024. The customer's complaints are valid in that the item arrived damaged, but Zuri Furniture has done everything possible to take care of the issue, and the customer is now requesting to return the merchandise despite our replacements and actively working on the situation.

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because Zuri furniture is lying and fraudulently mentioned that they have sent us a replacement. 

  The privacy panel replacement was EMPTY. The privacy panels are STILL MISSING and some of the replacement are damaged AGAIN. Therefore, we would like to return their furniture. This is not a trustworthy and reliable company.

  Please see the attached documents (reporting the damage and missing items again) that were sent to Zuri furniture immediately receiving the so-called (missing) replacement. They only started replying yesterday to this complaint about the replacement. We cannot trust this company anymore and we would like to return all the furniture items. They have not resolved the matter that started in July, we were very patient with this company; but not any more.

  Customer Answer

  Date: 10/28/2024

  The business is working with us to resolve this case. As soon as the case is resolved, I will close this complaint. They will provide a replacement and partial refund.

• Initial Complaint

  Date:07/18/2024

  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.

  Buyer beware!We purchased, what we thought was a quality leather recliner from this store. Very expensive piece of furniture. After a little over a year, the leather skin is peeling off. The so called leather has an elastic skin on it that begins to peel prematurely. We contacted the store for some help and they transferred us to the manufacture who refused to provide any support whatsoever. I would assume that all Zuri leather is made the same way.Be forewarned this over priced furniture is of low quality and even worse, the store refuses to provide customer support. Never again will I spend a dime with Zuri Furniture. I hope this review helps to prevent the same thing from happening to anyone else Update everyone:After the unfavorable review, I was contacted by Zuri Furniture inquiring if I would remove the review if they repaired the product defect. Some time passed before they sent me a second email refusing to stand behind the product and that they had changed their mind. I had no idea that during this time they had responded to the review to post that theyve determined the damage was a result of lack of proper care and cleaning. Interestingly, they determined this WITHOUT EVER ACTUALLY INSPECTING THEIR PRODUCT IN MY HOME.DONT TAKE MY WORD, LOOK AT ALL THE OTHER 1 STAR REVIEWS ABOUT POOR QUALITY AND SERVICE FROM THIS FURNITURE STORE!!!Im providing a warning statement to anyone thinking of purchasing this overpriced cheaply built furniture. The leather like material they use will delaminate in a short time and not only is their customer service and support very poor, they will stoop to the lowest level possible and lie and say anything they can to discredit your claim. All I wanted was a quality piece of furniture for my hard earned money. Instead I got a cheaply made fake leather chair for an inflated cost and when I asked for customer support, the store attempted to blame me, accusing me of not properly maintaining the chair that rarely

  Business Response

  Date: 09/18/2024

  The consumer's complaint outlines the reasoning for non-coverage; they were outside of the warranty period, and it was determined that they themselves damaged the merchandise. Given the customer caused the damage, ********************** is unable to offer a replacement of the piece. We would love the chance to work with the customer on a resolution that they can be happy with, but do not see that they've responded to our emails or given us any information or confirmation of next steps.

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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 placed an order ****** 7/2/24 in the amount of $4,408 Zuri processed the payment and then tried to process another payment in the amount of .45 and the bank declined it. Zuri in turn cancelled my order and subsequently requested a wire transfer which was completed today (40 wire transfer fee). My old furniture was removed from my apartment on Friday which I had to pay for the removal.*** emailed and called **** and was told that someone would reach out and no one ever contacted me to discuss some type of compensation for the inconvenience and as of today no one has contacted me.This is extremely frustrating and stressful because I had to accommodate them and I would like to be compensated for this inconvenience.Thank you

  Customer Answer

  Date: 07/18/2024

  I just got off the phone with a Zuri representative and was told that they are returning the funds back to me which they already received because I sent it as an ACH payment instead of a wire transfer.  This shouldnt matter if they already have the money.

  Customer Answer

  Date: 07/18/2024

  I just got off the phone with a Zuri representative and was told that they are returning the funds back to me which they already received because I sent it as an ACH payment instead of a wire transfer.  This shouldnt matter if they already have the money.

  Customer Answer

  Date: 07/18/2024

  They have the funds per attached 

  Customer Answer

  Date: 07/19/2024

  Good afternoon, as of today no one has outreached regarding my order.  Per my conversation with their call rep ***** they are returinging my *** payment because the name I used to set-up my. on-line order account has *************************** instead of *********************************** which is the name that the payments remitted are under,  Their website won't allow me to update my user profile to reflect ***********************************.

  They requested that I resend the payment in by Wire Transfer from my bank where the *** payment was remitted from and has my name as *********************************** which is not reflected on their website so therefore even if a wire transfer is remitted they are going to say once again that the names don't match!  I sen't documents to verify my identity with my full government name ********************************* to them.

  HELP!

  Business Response

  Date: 07/31/2024

  Zuri Furniture is working directly with the customer, and we are sorry that her payment was unable to be verified, but she also emailed us with multiple spellings of her name, so verification was hard to do in all facets. The customer is not owed a discount due to the bank's inability to verify her payment, but we are working with her directly to discuss potential options anyways, as we want to ensure she has a good experience with us.

  Zuri Furniture will not discuss compensation in a public forum, through the BBB or otherwise, but the customer is actively in communication with us, so this case should be closed given they are working with us directly and we don't need the BBB's involvement in handling the case.

  Customer Answer

  Date: 07/31/2024

  Their response is accurate, my name on my profile says ****** and my legal name is **********.  Both of my payments were in ********** which wasnt indicated on their site.  They processed the first payment method and returned it back and if the issue was due to the name not corresponding should have been communicated with me in the first place.  The site would not allow me to update my name and I also requested them to update it and was told that they would.  As previously mentioned I expected delivery within two weeks from placing the order and had thrown out my furniture which was a huge inconvenience.  They have never out reached me Ive always initiated the calls to them for an update.  I also provided them with name verification information to prove that I was in fact the same person.  Im expecting delivery tomorrow which doesnt negate that this experience has been nothing short of disappointing.

• Initial Complaint

  Date:10/02/2023

  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.

  2016 bought 2 geffen chairs with 5 year warranty coverage. Within 6 months ketchup spill Reviewed zuri.com for spill cleaning directions. Effort did not address the damage chair began to deteriorate on the left arm seam. Sent photos to guarantor and online seller.Both refuse to honor agreements.Only zuri.com offer years later is to buy a third chair. At an estimated 10 -20 % discount against the original purchase price. (Estimated ******). Without the option for 5 year accidental warranty coverage. The base screws coming out the chair. Waste of a beautiful Geffen chair

  Business Response

  Date: 10/10/2023

  The customer purchased his office chairs in 2016, and then reached out to us in 2018 about his insurance claim being denied. The insurance company denied the customer's claim as he spilt food on the chair, and attempted to clean it improperly before alerting the insurance agent to the spill so they could send out a professional cleaner. His improper cleaning caused the damages per the warranty and claim information he provided.

  The customer has not reached out to the merchant since February of 2022, so over 1.5 years ago, and we can not address any situation with him if he is unresponsive to our emails. We're sad to see him file a dispute with the BBB, but we have done everything we can to provide the customer with resolution options, including a discounted purchase after 5 years of his ownership (and own damage) to the chairs.

  The customer can email our support team, as the previously given resolution options are still available, should he wish to proceed.

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because:   

  The customer purchased his office chairs in 2016, and then reached out to us in 2018 about his insurance claim being denied.   
  

  That s totally inaccurate the online retailer had been much sooner than stated in their communication. (www.zurifurniture.com). 
  
  The leather cleaning instructions for the online retailer were part of the 1st contact with Zurifurniture.com post purchase. 
  The online seller advertises to clean the stain at that time - with dish soap.
  Later on - Deteriorating leather were a portion of the communication provided online. 
  To the Zurifurniture.com/ repair warrantee customer service community
  FYI:Two purchases were made due to a price adjustment.
  
  The insurance company denied the customer's claim as he spilt food on the chair,
  No that too is inaccurate.   
  The chairs are quite professional there were no toddlers or infants to spit on the chair.
  
  and attempted to clean it improperly before alerting the insurance agent to the spill so they could send out a professional cleaner. His improper cleaning caused the damages per the warranty and claim information he provided.  Not true
  The customer has not reached out to the merchant since February of 2022, so over 1.5 years ago, and we can not address any situation with him if he is unresponsive to our emails.  Well,all communication by Zurifurniture.com or montage furniture services are only return correspondence.
  I do not recall a welcome purchase phone conversation nor email without the customer initiating contact.
  We're sad to see him file a dispute with the BBB, but we have done everything we can to provide the customer with resolution options, including a discounted purchase after 5 years of his ownership (and own damage) to the chairs.  Totally inaccurate Zurifurniture.com discounted offer is bit less than a BLACK FRIDAY sale without the option to buy a montage furniture services 5 yr. warranty.
  The customer can email our support team - Please be specific in regard to who to contact thru email.
   as the previously given resolution options are still available, should he wish to proceed.  The above stated offer is the only offer made during the entire dispute as stated above.