Darvin Furniture

In regards to customer [redacted] , Darvin Furniture has contacted the customer and we are scheduling a pickup of their merchandise per the customers request

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Dana [redacted]

The customer can use the credit for a reselect only

Complaint: [redacted] I am rejecting this response because:I was not told by sales associate about this kind of problem.If this is a sound for all leather recliners then I need a letter from Darbin stating this statement Sincerely, [redacted]

In regards to Mrs [redacted] complaint, we have no records of her contacting us in customer service, after the original technician report, but in regards glider chairAccording to our records, our technician was in the home on 12-28-to add additional fill to the back of the glider chair and it was a completed service with the chair meeting standardswe do apologize if Mrs [redacted] did not feel that our technician completed the service to correct her concern and we wil be more than happy to exchange the chair or allow the customer to reselect to a different style chairShe can contact us at [redacted] ext [redacted] and we will be more than happy to procfess her claim

In regards to Ms [redacted] complaint, we apologize for the concerns the customer is having with her furniture, however this is a characteristic of wear and tear that happens over time from use of the furnitureWe do understand that this is not what Ms [redacted] expected of her purchase therefore, as sign of good faith we are offering a store credit for the amount of $for Ms [redacted] to come into the store and reselect other furnitureThis store credit will be good for days only

In regards to customer complaint number [redacted] Customer worked directly with outside warranty companyIf customer would like to make a claim with Darvin Furniture they need to contact our service department at [redacted] We will be more than happy to work with the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Ethyl did contact me and agreed for me to come in and reselect a set of the same valueI went in on Sunday Aug 6th and worked with her recommended salesman (Jeff [redacted] )He was extremely helpful and knowledgable about the furnitureHe will be mailing a receipt out tomorrow when he gets into work because we finished our selection after - when they were closingSincerely, Brandy [redacted]

In regards to the above complaint, the customer purchased an extended warrantyJust because the customer sold their furniture this does not mean they are due a refundThe furniture was purchased in If you have any further questions please contact usThanks you

I am unable to find an order using the number provided (11100068) I cannot find it under the name or the phone number providedI need further information in order to respond to this complaintThanks you

Thank you for contacting us concerning our customer Dorese [redacted] She purchased a leather sectional consisting of a two sofas Model [redacted] and Model [redacted] from Darvin on November 17, According to our records this sectional was exchanged due to a manufacturer defect in the leather on August 17, This held a year warranty with the manufacturer and Darvin She did purchase the additional warranty for accidental coverage On Wednesday, October 11, we received an email from the Warranty Company stating that this customer called in to make a claim for cushions sagging and fadingThe warranty company advise her that this is not something they would cover on her accidental coverage policy because this is not a one time incident They consider this an accumulation over time not a one time incident So with that information Mrs [redacted] called into Darvin’s In-Home service department on the afternoon of October 11, Mrs [redacted] talked with several customer service associates in the In-Home Department that day Our associates tried to explain to Mrs [redacted] that she had a year warranty with the manufacturer and Darvin, which would have expired in August of The leather is experiencing discoloration that is a characteristic of the type of leather she purchasedHowever, we understand that is not the quality that Mrs [redacted] expected so as a show of good faith, we advised that if she would send pictures we would reach out to the manufacturer to discuss her concerns and discuss our options Mrs [redacted] did send in pictures however before we were able to forward information to the manufacturer and discuss with them she filed a claim with your bureau on Thursday Oct 12, We have reached out to the manufacturer of her pieces and forwarded her pictures and concerns to them to discuss our options on Monday October 16,however have not received a reply to date Please let me know if you have any questions Thank-You

Complaint: I am rejecting this response because: Please check with your customer service person Carla at the Orland Park location She has information on this matter under the name "Demetra [redacted] " or "Ed ***" or "Ed Mc***" (the name was misspelled on the receipt) Sincerely, Demetra [redacted]

A one time exchange would still include the Darvin Furniture one year warranty as well as any additional warranty the manufacturer of the new set has in place

The customer has been contacted and a new air mattress bladder has been ordered for them

In regards to customer [redacted] , a certified technician was sent to the customer's home with new casing which customer refused to have put on. Customer requested tech to stitch the existing seat casings instead which the technician did. As of 7/25 the service request from customer was... complete.

Complaint: [redacted] I am rejecting this response because: While the furniture is years old now, it was years old when I first reported it to Darvin Furniture should not peel with normal, every day use, especially after only years! This is a clear sign of an issue with the furniture itself and/or the manufacturing of it In addition, when I purchased this furniture set, I was led to believe that this was real leather vs the bonded leather that it actually is That is deception at it's finest Darvin's lack of response over this last year and and their so called good will gesture of a $credit for their joke of a protection plan, Ultra Shield, and a $store credit, is a clear sign that they don't stand behind their products and don't care about their customers $doesn't go very far when you need to buy replacement furniture They probably don't care, but they lost a customer because of how they handled this over the last year Sincerely, Mark [redacted]

The customer received mattress on 6/17/and had an inspection on 4/5/2016, found out frame had improper support causing the mattress to have 2" contour and frame to 5/sagWe exchanged the frame (we sold them and set up) to level everything out On 7/18/we did a re-inspection and the new frame corrected the issue and decreased the impression from 2" to 1" making it within manufacturer specificationsthe customer feels that she should have an exchange on the entire sleep set because she should not have "any" impression (which you get with use)customer is stating the mattress leans 1/4" (again within manufacturer specifications)we reached out to [redacted] , the manufacturer to see if there is anything they can do and unfortunately there is nothing because now it is completely within specification

In regards to customer ***, we are offering her and exchange or replacement as stated previouslyThis is what she requested? Please let me know if you need any further information

Complaint: ***
I am rejecting this response because:
Sincerely,
Jacquelyn ***-*** As I stated before the furniture was misrepresented during purchaseThe furniture was sold to us as genuine leatherWe aksked the salesperson specifically about the leather because if the high cost he stated yesThe furniture stared peeling and is not genuine leather as he stated and as shown on the receipt

Complaint: ***
I am rejecting this response because:Again, the original frame that was delivered and set up by Darvin was the INCORRECT frame which caused damage to the mattress and resulted in saggingAfter the initial inspection where the incorrect frame was first discovered, Darvin wanted me to pay for a new frameI refused since, once again, it was Darvin's mistake in the first placeA new, correct frame was dropped off on my deck in my backyard for me to set upWhile I realize the new measurements are within the manufacturer's range, the mattress has been damaged from almost years of improper supportJust because the new frame has a center support essentially pushing against the sagging area does not mean that the mattress is "fixed." The inspector even noted to me that the mattress was very unsupportive and that measuring without any weight on the mattress is not an accurate or realistic measurementI am not unrealistic or uneducatedI realize any mattress will endure some wear and sagging over timeMy point, as it has been from the beginning, is that this issue has been caused by Darvin, not me, and I should not be left with an unsupportive mattressA broken tree branch can be tied up for support and appear ok, but it does not mean that it isn't still brokenThis is Darvin's problem to fixI really don't see this as a manufacturer's problem and it definitely isn't mineI am truly surprised by Darvin's need to pass the buck and insult their customer
Sincerely,
*** ***