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Complaint Details
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Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a Comfort Recliner by ******** ******* on July 16 in the amount of $4522.91 from Schoenfeld Interiors. The chair was delivered on 9/4/2021. Within two weeks' time, the chair had serious deflating in the cushion. We have been in email contact with the designer from 9/17/2021 until 9/29/2021. We were out of town last week, thus the gap in time. In addition to the serious seat depression within two weeks time, a 'clunking sound' started two days after that. We sent photos so the designer could see the issue herself. She told us she had ordered a new cushion care for the recliner and said a tech person left us a message (we never received one) to pick up the chair . She also said she was working on a full refund for us. We asked to speak to the manager who never responded. We would like a full refund. This is not only inferior merchandise but poor communication from Schoenfeld's managers. We thought they were better than that. Thank youBusiness response
10/13/2021
We have order new foam for the seat for his chair, the problem is this is not a defect it is simply puddling of the the leather on the seat and it happens to all leather furniture. When you sit in the chair it compresses the the foam and the leather stretch's. All leather chairs do this and has nothing to do with quality , we have lots of documents to support this and a simple internet search will back this up also. We are happy to help him and replace the foam in the seat as we have told him, we are not able to return the chair for a refund, all his documents that he signed explain that it is a special order and is not returnable. If there was a defect it would be covered under warranty, but this is not a defect. We will do our best to improve the the seat for him because we want him to be happy, the thing that has to be understood is that any chair from any company would do the same thing when it is sat in. The only way to stop this is to put the leather on plywood and use no foam and we know that that would not be comfortable.
I have included back up documents.
Business response
10/14/2021
This has been resolvedCustomer response
10/15/2021
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,10:00 AM - 7:00 PM
MMonday | 10:00 AM - 7:00 PM |
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TTuesday | 10:00 AM - 7:00 PM |
WWednesday | 10:00 AM - 7:00 PM |
ThThursday | 10:00 AM - 7:00 PM |
FFriday | 10:00 AM - 7:00 PM |
SaSaturday | 10:00 AM - 6:00 PM |
SuSunday | 12:00 PM - 5:00 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.