Complaints

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:03/30/2023

  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.

  I purchased a sofa manufactured by American Leather thru a retailer who does not wish to resolve the issues. I would like the manufacturer of the sofa American Leather who has admitted in writing to having a FALSE Legal Law Label sewn into sofa with wrong materials. It says all the materials are man made when in fact they are feathers and down. The sofa is defective as well with feathers poking thru the fabric in multiple areas causing allergic reactions. The manufacturer refuses to have any accountability what so ever and tries to **** this off on the retailer. This could be class action law suit if this is wide spread and this could also have deadly health complications from allergic reaction to the feathers. I have the law label attached and the email attached from American Leather stating the law label is wrong and not correct. I also have emails where they state they are not sure what's in this sofa. The retailers refunded me because they damaged my house and did not compensate me for the damage. I want the *** or President to be aware of what occurred and I think he should let my wife pick out the sofa of her choice thru a retailer of his choice locally and he should arrange for it to be delivered at no cost. I think, this is a very fair request from a furniture manufacturer of this caliber who admits to a serious defect. This is something that probably should also be reported, but that is not my concern. I just want a very nice replacement sofa that we can love and enjoy for years to come.

  Business Response

  Date: 03/30/2023

  American Leather does not sale direct to consumers. The retailer has been contacted and informed on this concern, and we offered the correct label. This concern has to be solved with the specific retailer.

  Customer Answer

  Date: 03/30/2023

  I am rejecting this response because:   American Leather is the manufacture and is the responsibility party.  I gave them the chance to avoid an FTC or States Attorney complaint and they refuse.  The new CEO is a loser and should be fired.

  Customer Answer

  Date: 03/30/2023

  I would like to ensure the *** has been informed about his company manufacturing a product that is fraudulent and illegal as delivered and refusal to fix the issue.  In addition, the sofa is defective with feathers poking thru the fabric in multiple locations.  Before I contact the States's Attorney on this matter and possibly the *** I want to ensure the *** himself is aware.  Which seems to be the case since I asked in initial request for that to happen.  The retailer as American Leather is aware refuses and is still at this point fraudulently advertising they use their own delivery people which in fact is false.  I don't deal with liars.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a custom color leather couch three years ago. We were promised superior craftsmanship and durability. Three years later the custom leather color has faded and the company says the 10 year warranty does not cover the leather. We spent a significant amount to upgrade to the leather that they will not stand behind.

• Initial Complaint

  Date:11/13/2022

  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 placed order paid for 5-seat home theater sofa through their reseller Furnituresouth Land at around $16000 in 2019. It was delivered in April 2020. But unfortunately it came with wrong color. After over 2 years, they finally delivered order with the right color in Sep 2022. After that, I found out that the sofa was not assembled correctly and started cracking. We contacted the reseller and they did send their sub contracted person to inspect and try to solve the issue. However, nothing has been fixed. The person I came to inspect on Friday Nov 11, 2022 told me that the assembly was done correctly when delivery and the pats were already broken which need to replaced. The factory needs to send 2-3 skillful workers to assemble the sofa correctly with the replaced parts. However, the person told me he is going to file a report but he told me the process is going to slow as there are many layers to go through it. As I wait over 2 years to receive it and it is not still not able to use yet, I like to have this issue to be fixed asap.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/15) */ The buyer needs to work through the retailer where the purchase was made. As a manufacturer we do not sell directly to consumers. The issues described are retailer issues and not manufacturer errors. We are more than happy to resolve the issue with the retailer but the consumer needs to work through FurnitureSouth. Consumer Response /* (3000, 7, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the warranty issue now according to the retailer. The parts have to be replaced, the cushions are need to be adjusted and the sofa need to be reassembled by the skillful workers from the manufacturer.

• Initial Complaint

  Date:06/30/2022

  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.

  We initially ordered two Nico chairs with customer's own material (COM) on October 19, 2021. At that time we signed and accepted the quote from ********************** in *******, NC. When Goods unlawfully backed out of the agreement, we immediately contacted *************** in Illinois, which we found on American Leather's website. Because Goods backed out of our agreement, when we paid ********** for the chairs ten days later it cost us an additional $1,521 for the same two Nico chairs with COM. This was caused by a price increase by American Leather between the start of the purchase with Goods and the conclusion of the purchase with **********. We paid an extra $495 for American Leather's priority program that moved us to the "front of the line." American Leather advertises that they will make "your favorite style, in their fabric or yours, still in their 30 day delivery time frame from the date they receive the order." This is even without paying for the priority program. We ordered and paid for the chairs on October 29, 2021. When the two chairs finally arrived on February 3, 2022, we found one of the brass bases to be crooked and unstable. The repairman sent by American Leather CEO Bruce B******* found the base of the chair, which the legs are screwed into, to be defective. The defective piece is under the black material lining the base of the chair. It is angled and has a concavity in it. According to American Leather's repairman, a complete repair would require the chair to be returned to the factory to be completely disassembled. A replacement chair was not an option as the chair was covered in fabric that I supplied. So I approved a "quick fix," which involved placement of shims to fill the concavity and straighten the leg. Our experience in trying to buy two American Leather chairs involved a hefty price increase in the middle, an unrealized promise to deliver promptly, and a defective chair. That is why I am asking to be compensated.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/06/30) */ We have provided a partial refund, replaced the legs as requested and consider this issue closed. The issues are with the retailer where the pieces were purchased and not with American Leather as the manufacturer. We do not sell direct to consumers. All purchases are made through a retailer. She is unhappy with the pricing the retailer charged her and their service levels. As the manufacturer we do not control where a consumer chooses to make their purchase. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $540 American Leather refunded was not compensation for the items about which we are complaining. The refund was offered on December 29, 2021 by Gail T**** and was intended to address American Leather's price increase to the retailer which occurred after we signed a contract to buy. At the time of the refund, the items discussed below had not even occurred yet. American Leather did not replace the legs. The repairman simply inserted a shim, leaving the chair defective. The repairman told us a complete repair would require the chair to be returned to the factory to be completely disassembled and a new base made without the defect. A replacement chair was not an option as the chair was covered in fabric that we supplied. American Leather doesn't even address the fact that we paid an extra $495 for the priority program. Instead of the promised 30 day delivery, it still took almost four months. We are not complaining about the retailer's price. We are complaining about the defective chair American Furniture delivered, American Leather's price increase, and American Leather's failure to expedite delivery despite the extra $495 we paid.