ComplaintsforLeather Showroom

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 29, 2023 my wife purchased furniture from Leather Showroom in ***********, *****. In the order was a lift Oscar ******** (******). In November 2023 the foot rest broke. Leather Showroom was contacted so it could be repaired. A repairman came out looked at the chair and told leather showroom what to order. December 12, 2023 the repairman returned saying the part ordered was wrong. I have called leather showroom several times to check on the status of my repair. Today January 8, 2023 I called again. The sales man who sold the furniture to my wife call be back and said that the repair parts will not available until after February 3. I am 71 years old and have a hard time getting around. I sleep in this ********. It will be 4 months before the ******** will be repaired. I have requested that my money be refunded to me. The salesman said that wasnt going to happen. I need your help

  Business response

  01/12/2024

  We have been working with ************** to get the warranty issue corrected. The problem is that the Manufacturer is unable to provide the part needed in a timely manner since it's coming from overseas.
  Before this complaint we had contacted the manufacturer to see if the part could be expedited and we are waiting on their response.
  We always work extremely diligently to ensure customer satisfaction, unfortunately in this case we are at the mercy of the manufacturer to order and receive the parts for their manufacturer warranty.
  As soon as the customer informed us about the problem we immediately scheduled a technician to investigate and possibly correct the problem. That visit took place on 11/30/23 where he found that the Mechanism had been bent. We ordered a replacement mechanism and we are waiting for it to arrive.
  We are working with this customer to ensure they are completely satisfied. As soon as the part ordered arrives we will contact the customer to install it.
  

  Customer response

  01/12/2024

  Complaint: 21116623
  
  I am rejecting this response because:
  The time factor is unacceptable. 3 to 4 months is way too long. Please refund my money I paid for this chair. I will look for another elsewhere. 
  Regards,
  
  *********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/6/2023, I ordered a Divani IMG recliner chair from Leather Showroom and paid a $342.72 deposit. The chair was received on 7/31/2023. I subsequently paid an account $550.00 with the Synchrony credit card account set up by them with *************** I had to go on vacation so I called and emailed them and a sales rep for Divani numerous times before my vacation on 8/21/2023. I told them it was very difficult to put the footrest back down and they suggested it would break in with time and sent me a video which only showed solutions for a stuck footrest. Since I have returned I have been emailing them since the footrest is getting harder, not easier to put back down. I've told them that the arthritis in my knee is acting up as a result and they have not responded except to tell me ****** doesn't cover labor. This chair is a $1713.60 chair and even the Divani representative felt they should send someone to repair or refund. I am incredibly unhappy with the chair and their lack of help in getting it fixed, replaced or refunded. I am a 73 year old senior citizen and this whole issue is causing me extreme stress. I ask for your help in resolving this matter.

  Business response

  09/27/2023

  We have resolved this matter directly with the customer. 

  Customer response

  09/27/2023

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Natuzzi living room set that includes a loveseat with two recliners.Both recliner mechanisms are defective with loud cracking sounds and jarring sensation as they extend and recline. Moreover, they were sold as battery operated but will only work when plugged in.The merchant refuses to replace the merchandise even thought the defects were noted immediately upon delivery and reported to the merchant. Instead, the merchant insists that we must go through the Natuzzi warranty program, which is the subject of many, many BBB complaints.I request replacement of the goods with properly functioning goods or a complete refund of all costs.

  Business response

  08/21/2023

  This furniture is no advertised as battery pack operated on our website or on the customer's order. All reclining furniture we sell uses cords, but battery packs are an optional add on. We can order battery packs with the customer, if they would like. 
  The noise in the reclining mechanism, we agree can be replaced. The manufacturer's warranty process however, is to send a tech out to assess the furniture and attempt to bring to brand new status, prior to authorizing a remake. Generally it is a defective part, that can easily be completely replaced without remaking the entire set of furniture. 
  We have asked the client to please start the claim with Natuzzi (the manufacturer), they can generally get a technician out in about 2 weeks - and we will know more after the professional, Natuzzi technician goes out :) 

  Leather Showroom does not warranty any of the furniture we sell, it all has a manufacturer warranty, and the clients have to work with their manufacturer for warranty issues.
  
  At this point, we are not sure what to do - other than walk through the process that the manufacturer requires

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-3-22: I ordered from Leather Showroom (**** IH-35, **********, **) an Omnia ********* 2 pc sofa. Order # **** for $11,024.00 and put a deposit down of $2132.00. The balance to be financed thru Synchrony. The order was to arrive in ***** weeks. It arrived 3-22-2023. The delivery service damaged the leather upon entry thru the door. There were two holes in the fabric, missing foot protectors, missing pillow, sewing defects, under stuffed cushions and pillows. I was told by the salesman ****, who I immediately called, that I "had to accept the sofa in this condition". While the delivery people were there, I documented on the Delivery receipt the obvious issues and wrote " I do not accept this sofa in this poor condition". The driver refused to remove the sofa. I have uploaded the letter and photos that were emailed to **** dated 3-27-23. Multiple emails ensued and a technician was sent out. ******************* from Guardsman arrived 4-12-23. I went over all the issues, and he took pictures. He attempted to match the stain to the leather on one leather arm (#*****) but was not satisfied with the color match. He then went to the other piece's leather arm (# *****) and used a wood furniture stain on the scratch. it covered the scratch but then the repair stain faded, and the scratch reappeared. On April 17,2023 I received an email from **** that he had received the tech report. On **** -23 **** emailed me to advise the parts were ordered. The tech ordered new casing, new nail heads, some polyfill. On 4-24-23 I replied to **** addressing the holes and scratches in the leather arms he could not fix, casing could not be fixed on premises, missing foot protectors, back cushions repaired by fiberfill. They were made from down and that would not fix the issue as the back cushions inserts were made too small. On 4-24-23 I received another email from **** asking for more pictures which I sent. I have not heard from **** since 5-2-23. I have all emails which i can send if necessary.

  Business response

  06/16/2023

  We sent out a tech immediately and ordered the parts he requested. We let the customer know we were ordering these parts for them on April 22nd, and went back and forth through early May on the parts needed. The parts were shipped and they received them about a week ago. We are now waiting on the tech to go back out and install them but the customer is refusing service from the tech at this point. 

  We are trying to work it out with them and will continue to do so. We will be giving them a call today as well to go over everything and try to reach a resolution.

  Customer response

  06/21/2023

  Complaint: 20144318
  
  I am rejecting this response because:
  

  I received the correspondence stating I am refusing the repair. That is entirely false. There have been additional conversations regarding exactly what will be fixed. I would like to have this clearly outlined before I go without a sofa for an indeterminate time. Please see my last email which is attached. Thank you,***************************

  
  Regards,
  
  ***************************

  Business response

  08/11/2023

  HI there,

  We are responding to this response, as the client and **** have been in constant communication since this complaint started. At this point, her parts are at her home. We got notice from the tech today, he has spoken in depth with the manufacturer and is going to be calling to schedule any day now to install the remaining parts she has. Client has agreed to this and we are excited to get this taken care of.

  This should be resolved 100% after his visit. 

  But we are still here in the meantime, if she needs anything or has any questions.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/5/20 we purchased a Sofa and Loveseat online from Leathershowroom.com (order 1-3527). It was a special order so sofa and loveseat had to be manufactured. Several months later we received the set. The sofa and loveseat were manual recliners, but both did not work as recliners. It takes extraordinary strength to get them to "recline" and even so do not recline all the way back; we can't recline them. In addition the handle to pop the sofa seat did not work. We asked the Leather Showroom sales person to arrange for repairs. After at least four technicians attempting to repair the sofas, the last repair person from 7/23/22, let us know that they would have to do major cutting and reassembly of the wood in the sofas, cutting and re-stitching of the leather, to get them to work right, as they were poorly manufactured. Guardsman, the warranty company for *******, refused to perform the expensive needed repairs because they said Leather Showroom offered us credit. The Leather showroom offered to give us the amount of our purchase (******** including taxes) only as credit on another set but stated ******* does not make manual reclining sofa sets any longer and we would have to choose electric ones, or gave us the option of one other brand, Omnia. We do not wish to deal with electric recliners but if we did or if we got a manual set from the Omnia brand, increased pricing means we would have to pay approximately ***** to ***** extra beyond what we already payed for our nonworking ones. They refuse to refund our money. We feel we should not pay considerably more to break even with a working set; it should be a one to one swap of a working, similar quality set. It has been very difficult dealing with this for more than two years without the Leather Showroom or warranty service being able to resolve the problem. They're proposal of a credit would result in us having to pay much more. We are very disappointed with ******* and the store. All we are asking for is a refund.

  Business response

  10/23/2022

  We have resolved this with the customer :)

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Natuzzi 7 piece leather sectional online on 11/28/21 from The Leather Furniture Showroom, based out of **********, *****. Their website states that the furniture is made in *******. The salesperson, ****, guaranteed me that the furniture would be delivered and set up in our family room by a company, Guardian, and that if it arrived with any problems or defects, they would arrange for a local service company, from ******* *******, to come and fix it within a couple of weeks. The sectional arrived 4 months after purchase. When the delivery company set it up in our room, we checked that everything was OK and working properly. We discovered that the armless recliner had a faulty mechanism and would not open properly. It jerked and banged and jaulted to the left every time it was opened. The delivery men were aware and witnessed the faulty mechanism and stated they would make notes to the sales company. In a couple of weeks, a service man came as promised, but claimed they had no parts to fix the recliner mechanism. They stated they had to order the parts. I have called the sales person, **** every few weeks to ask when my recliner would be fixed. Though he was always polite, he had no information other than to say the parts are coming from ***** and have not arrived. He claims they are on backorder due to no shipments arriving from *****!I find it highly improbable that ******* sells these sectionals all over *******, like in Baers, and do not have parts somewhere in ******* to fix their product !! It's been almost 6 months since delivery, and my sectional recliner is still broken. Any help the BBB can offer to resolve this issue, would be appreciated Sincerely,************************************A

  Business response

  09/23/2022

  Hello there, 
  
  
  Leather Showroom completely understands Ms. ********** concerns and sympathizes with everything going on. 
  
  
  We are a ***** based company, and love all things made in *******. Our website has a Made in ******* link you can click and it will bring you to all the American options. Natuzzi is not on this page, as it is assembled in *****. 
  
  
  While we wish there was more we could do, the Natuzzi warranty is upheld completely by ******* directly. They have their own claims and service departments in charge of sending technicians, ordering and shipping parts, and updating the customer directly. We are not involved in this portion of the order - but do all we can to facilitate things for our customers as much as possible.
  
  
  Normally the process goes as follows : 

  
    1. The manufacturer sends out an initial technician to inspect the furniture and see what exactly is going on / if any parts are needed
    2. If the piece cannot be fixed in the initial visit and parts are needed, the manufacturer will order parts and have them shipped to the customer 
    3. Once the parts arrive, the manufacturer will send the technician back out to install them
  
  
  In this particular situation, ******* had to order the parts needed directly from the factory. 
  
  
  Unfortunately, ***** had to close down due to COVID from May-June, which clogged up a lot of their orders and made Natuzzi very behind. We quote approximate deliveries and can be delays due to COVID on all orders now due to this reason, with everything going on in the world it can be very tricky to give ETAs, even for the manufacturers. 
  
  
  Leather Showroom does not warranty the furniture or have access to the parts/ ability to expedite items, but we kept in contact with the customer as much as we could to let her know she was not forgotten and ******* was still working on this. This is not required but is something we do for our customers to go above and beyond and help a bit more than other retailers may do. :) 
  
  
  The parts have officially landed with the customer, and now Natuzzi will send the technician back out to install and finish the repair. We believe this will resolve the customers issues, and is the satisfactory solution she is wanting. 
  
  
  Best,
  
  
  The Leather Showroom Team

  Customer response

  09/26/2022

  Complaint: 17718454
  
  I am rejecting this response because: the conversations I had with the salesperson where somewhat misleading. He lead me to believe that there would not be any difficulty getting the service people to come to our home and resolve any issue that *** arrive with the product. He said they, Guardsman, were local in *******, and could come to our home to fix any issue that arose. There was never any mention that ******* has to order parts from ***** if there was a warranty concern. I assumed ******* had warehouses in *******, considering they sell their products throughout the country. 

  Also, the company has a website that largely states products are made in *******. One needs to read all small print to see mention that a few products were made in *****. Had I been acutelt aware, I would not have purchased this product.

  Lastly, though the salesperson was always polite and and responsive, I feel that the initial sales pitch was meant to mislead and minimize the poor customer service on the part of Natuzzi.
  
  Regards,
  
  ***********************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April, 2021, we committed to purchase a custom leather Loveseat and Chair manufactured by ************** sold by Leather Showroom dba/Leatherfurniture.com for $6190. The estimated delivery was 3-4 months. The actual delivery was 7 months later on November 23, 2021. We paid for white glove delivery so the furniture arrived by a shipping company and they carried it in and set it up. Immediately after the delivery crew assembled the two sides of the Loveseat, it was obvious that the feet on the loveseat crossed in the front so that one side was not operational at all. We didn't know if it was damaged in shipment or had a manufacturing defect. The back of the loveseat was bowed out and the two feet overlapped each other. We called while the delivery crew was still here , but were told not to refuse and send it back because it would slow down a solution. We sent photos by email to Leather Showroom that day. In subsequent discussions where we asked them to process a return of the piece, they told us that we could not return it until the manufacturer had the opportunity to fix it. It took them quite awhile to find a technician who could come to our remote location. They sent parts they thought would repair it. 1/22/22 technician traveled 4 hours to our location to inspect/repair the furniture. After inspecting he said it was not repairable. Something was not manufactured correctly. He reported back to LFShowroom.The next week LFShowroom conferred with Omnia the manufacturer again and were instructed to dispatch the repair person a second time with a 15 minute video Omnia would send him that would allow him to make a quick fix on the furniture. We told them we had no faith left in this company and we did not want to continue with unusable furniture in our living room and more weeks of waiting. We asked them to please process a return. To date they have refused this request and want to send the tech again. We have no faith in this company or furniture.

  Business response

  02/10/2022

  This customer ordered on 04/05/21 - they were originally quoted ***** weeks (plus delays due to the virus) - which was initialed on their order (attached)

   

  Their piece came in and had some issues with the reclining. Generally the procedure is to first send a tech to inspect, then order any parts they request, and then send them back out to install. The manufacturer always has the right to fix to brand new status. In this situation, this customer is extremely remote, and wanted it all done "ASAP" so we went outside the norm and tried to send the parts first (guessing at the issue, since a tech had not been out yet)

   

  We ordered the parts, then sent the tech out (which took over a month due to the customer's schedule) then when the tech went out, he realized the part we though it was, was not the issue. it was the railing being a bit misaligned.

   

  The manufacturer said this is an easy fix, and sent a clear video showing how to fix it (since they are so remote, this is the only tech in the area)

   

  Now they are refusing to let him back out, which is where we are now.. We have no issue helping them and are trying our best to make it go as quickly as possibly with the current COVID climate

   

  We will continue to work with them diligently to resolve this

  Customer response

  05/20/2022

  Complaint: 16746697
  
  I am rejecting this response because:
  

  I received the attached message, which re-issued  the response we had found before on our email regarding the ***************** offering to send a repairman a second time and our refusal to let them come.  Very shortly after the company responded with that information we did allow them to send a repairman out again and once again they were unable to fix the furniture at all.  The recliner is non-usable.  So, we wanted this complaint and the lack of honesty and follow-through by this company available for other consumers.  

   

  We are having to take legal action now as the only offer they made, which would cover the cost of the furniture, would be the offer of store credit, in San ******* so that we could replace the furniture with something else they would sell us.  However, they build the furniture custom to an order and the first set took 7 months to be delivered.  After these long delays and the quality of the furniture they sent us after that long wait, we are unwilling to have store credit and work with them again. We have asked for a refund and will gladly make the defective furniture available to them for pick-up.  We purchased the furniture with white glove service and delivery and there is a very solid guarantee that was attached to the furniture from the manufacturing company, but Leather Furniture refuses now to make good on that promise.  It will do consumers a disservice to continue to allow them to have this good rating with BBB when that is not how they operate today at all.

  
  Regards,
  
  ***************************

  Business response

  06/17/2022

  The tech was able to go out Mid March, he was unable to fix it. We explained to the customers that we would continue with our original plan (if the furniture could not be fixed to brand new status, we would either do a full remake, or give them in store credit for another purchase)

   

  We called them asking if they wanted the full remake, explaining they could keep the current furniture until the new set came in (averaging about ***** weeks) and they have not gotten back to us. 

   

  We are still willing to remake the entire set for no charge, or give them an in store credit if they would prefer another set - We also offered them 25% off to keep the set as is if they preferred.

   

  However this is custom furniture and we are not able to "bring it back" to our showroom. But the manufacturer has no issue remaking for them

   

  We have reached out multiple times to resolve this, but have not heard back since the beginning of April.

   

   

  At this time, we have done all we can do to resolve, we never told them we would pick up the furniture and give a full refund, we explained the same policy we explain to all of our customers : Which is, we will attempt to repair to brand new status, and if that does not work we will remake for no charge.

  Customer response

  06/23/2022

  Complaint: 16746697
  
  I am rejecting this response because:

  
  

  1) The furniture was described as heirloom quality (General Manager's words) custom leather furniture.  It is guaranteed and came to us unusable.  We described the problem, sent pictures, then cooperated with two efforts over four months wherein the company said it was going to be an easy fix.  We asked them to take it back immediately because of where we live.  We paid for white glove delivery and the furniture was set-up by their delivery contractor and it was faulty immediately. The delay in the first repair appointment was related to their difficulty in finding a tech to look at as we are 4 hours and two mountain passes from anyone they could find.  We asked them to just process a return of the piece after the first repair failure, which they refused.

  2) After the second failure of a fix, they did give us three choices:  wait for them to remanufacture the piece with the faulty piece still being stored here, accept a 25% discount and keep unusable furniture, or they would give us store credit to order another piece from them.  These are the reasons none of those options are satisfactory:

     --- The original estimate for our furniture to arrive was ***** weeks.  It was actually over 7 months before it was delivered.  To have a remake by the same company that said it was an easy fix, and possibly wait more than half a year, is not         acceptable.  We are also storing the defective piece in an area in a small home that we need usable furniture in.  So, the remanufacture is not acceptable.

     --- The loveseat is not usable.  The feet won't close and they can't recline up together as they conflict like crossed over each other.  Keeping it for a discount is ridiculous.

     --- Accepting store credit for another piece of furniture is unacceptable.  We ordered this online; we live in ****************.  We've never seen the storefront.  From their website they say they have all custom order leather furniture, which means that we would be reordering custom furniture from the same retailer that didn't stand behind their product, waiting 4 to 7 months for it to arrive, and hoping for the best.

    

    A key point is that at no point did the purchase document or the guarantee tags attached to the furniture indicate that if the furniture was defective it would not be returnable for a refund. Their policy as they described in their response is not in writing. We certainly never believed we would be where we find ourselves. And, per an attorney, we believe ***** law protects consumers from "policies" or other practices that, had they known the details or limitations of the guarantee, they would never have made the purchase.  Especially purchasing this from a distance with only pictures and specifications, nothing would have led us to believe it could arrive with a defect that made it unusable.

  
  

  This has been heartbreaking for us as we've had this unusable piece for so many months trying to get made whole, in a small house, through a long winter.  We believed them when they said the repair would be simple, so we cooperated with that believing that if it wasn't made completely like new, we'd be out of this and they would refund us.  Even the offers that they mention in this letter were only given to us over the phone; they have been clearly unwilling to put anything into writing.  We have never been so disappointed in a company's total disregard for the position they've put us in and we would really like to help other consumers avoid this pain.  Therefore, we ask that you do not close this complaint for the sake of other consumers.   

  
  
  Regards,
  
  **** & ***************************

*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. ↩