ComplaintsforWestrich Furniture and Appliances

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought our furniture from the store in ******* **** and we are very displeased. we paid to have it treated against stains and to have the warranty with it and we were told my and anonymous source at the location that the coating they do it is a joke and it does not protect the products. Be cause they only over spray it and let it dust it they do not spray with proper over lapping coats to seal the product, and they do not move the cushions around so get in between so that is all uncoated still But to make it even better when we had to have the arms swapped out from them breaking down very fast 3 times and when i asked if the replacements were treated we were told they were not coated at all as they don't do that to swapped parts. we catch grief every time we have to have something done to the furniture as its under warranty and they make you feel like crap. we are still waiting on the protection plan to come and fix a stain that they said they can't get cleaned so they have to replace fabric so now its not sure if it will even match right or is it going to be better to stay with the small stain on the couch. it is a joke how much they charged and then you don't even get what you paid for. I would place this places furniture no better than what you get at *******, *******, or like any other box store and the cost should be in line with that not in line with lazy boy (which i should have went with). one of the fixes for the arm rests that a manager told us was to not use them as arm rests as they will break. so they knowingly sold bad faulty products and then make the customer feel bad about filing a warranty claim on it. we were also told it was real wood in the furniture and its not its that crap cheap chip board ply stuff which is false advertising.

  Business response

  04/11/2023

  [BBB Transcription via Attachment]

  April 11, 2023 
  *** *********** **** *** ************ ******** 
  Case ID ******** 
  ***** ****** 
  Customer purchased furniture from ******** Furniture on 1-10-22. Due to supply chair issues at that time, we had a delay in delivering goods to them. Delivery was on 5-20-23 
  6-6-22 service entered in our system and completed a repair in the customer's home on 6-21-22 replacing 1 cup holder on a glider console loveseat and 2 armrest lids on a sofa. 
  9-15-22 service entered in our system on glider console loveseat to replace a mechanism on RSF end and reattached console in our shop; returned to customer 10-15-22. 
  12-16-22 - our service department was alerted by ******* (our fabric protection company) inquiring about the cost of parts for repair for the left seat cushion and footrest of the sofa and cost for the sofa. 12-20-22 we provided that information to *******. 
  There several other service calls in among these dates but all were taken care of within a month of the customer's initial call. 
  1-7-23 ******* requested the cost of a seat casing for the sofa. 
  1-9-23 we provided that information to ******* and also told them it could take up to a year to get the part. 
  2-15-23 we were contacted by the customer and he said we had dropped the ball on his fabric protection claim. He also stated that no one can come and clean his piece. 
  2-15-23 ******* told us this claim was in review. 
  4-7-23 we received a letter from BBB dated 4-3-23. 
  4-7-23 we were told that according to ******* records, ******* ******r was contracted to do cleaning with ******* claims in our area. ******* ******* has tried reaching customer ****** on multiple occasions from March 13, 2023 on. They have left voice messages and the customer has never returned their call. 
  The claim with ******* is at a standstill until the customer responds to ******* ******* and they have the opportunity to assess the stain. We cannot order replacement parts until we are told to do so by ******* as there is a process to be followed once the customer contacts ******* for service. 
  ******** Furniture has been in business for 86 years and our service manager has been with us for 40 years and is very experienced in what is usual wear and tear and abuse. We do our best to educate our customers but some customers' expectations are harder to meet than others. The furniture that the customer purchased is well built and is not one that has a history of a lot of repairs. 
  To respond to one part of the customer's complaint, our warehouse personnel have been trained on how to spray the fabric protection on the furniture. It is a fine mist that is sprayed on the furniture. Saturating the fabric with spray does not improve the coverage. Once it is dry, it is cured. There are some fabrics we cannot spray because it will flake off the fabric, and that is considered a "dry warranty". ******* allows this and still honors the warranty The customer paid for the fabric protection warranty and therefore the customer has a warranty for the fabric protection regardless if they do not feel we treated it properly. Also the customer purchased a reclining piece of furniture; the cushions are tied down and we cannot pull them apart to spray in between cushions. They have protection on the entire piece of furniture even if it is not sprayed directly with the product. 
  To respond to another part of the customer's complaint that we do not coat the replacement parts. That is a false statement. If the original product is protected, the replacement parts are protected. 
  Customer stated in their complaint that they were told "one of the fixes for the armrest was to not use them as arm rests as they will break". Customers who need to push up to get out of the chair will sometimes break the arms down. We will advise customers not to sit on their armrests, which will definitely break down the arms. 
  We feel we have responded and repaired all of the customer issues with their furniture in a timely manner. 
  As stated above the claim with ******* is at a standstill until the customer responds to ******* *******. 
  Sincerely, 
  **** ******** 
  **** ******** 
  Owner, ******** Furniture 
  

  
  

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