Darvin Furniture

From:*** *** [mailto:S@darvin.com]Sent:Wednesday, March 15, 12:PMTo:Revdex.com Info Subject:RE: COMPLAINT *** Thank you for reaching out to us concerning our customer Mrs***We do apologize that Mrs*** is unhappy with the quality
of her itemsShe purchased a double reclining sofa and loveseat from the manufacturer *** and a sofa, loveseat, chair, and ottoman from the manufacturer *** in March 2012.At the time of purchase, she had a one year warranty with both manufactures and Darvin Furniture.The concern she is experiencing is with her *** items*** offers one (1) year limited time warranty from the date of purchase to the original buyer on the frame, poly (cores), springs, cover, power-recline motors, and labor required to address these is***sThey do not offer the same type of warranty as her *** pieces on the cores, which allowed her to have those cores replaced under their extended warranty of yearsThe *** shield accidental protection plan that she is referring to is an accidental coverage for concerns reported within business days, not something that is customer use of timeTherefore, this claim would be denied with *** ShieldWe do apologize that Mrs*** received incorrect information from our customer service department not qualifying her concern and forwarding the inquiry to ***We would be more than happy to inquire with the manufacture to see if replacement cores are available and the pricing of them for herWe can refer Mrs*** to our out of warranty leather experts for installation should parts be available for her to purchaseShe can contact us directly at (708) ***-***, ext*** for further discussion

Initial Business Response /* (1000, 5, 2015/09/22) */
The customer has been called and an even exchange has been arranged for the damaged tableThe customer is satisfied with this resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
The business has responded in a positive way to me,I have received a replacement for the damaged table,the followin day after I posted my complain.thanks for helping me to resolve satisfactorily this consumer issue

Complaint: ***
I am qualifying this response because:Since Darvin has agreed to return my money, I have purchased new furniture from
another retailer and manufacturer. Once a delivery date is set, I will contact Darvin and schedule a pickup. At this time I expect my money to be refunded in full. As I have conveyed to *** ***, I will return the furniture with no abwear, but take no responsibility for electronics or problems due to poor craftsmanship and inferior quality materials. On a practical level, this seems to be the best course of action for all parties involved. Due to the length of time needed to complete furniture transactions of any kind, I am leaving my position on hold until everything has been done by *** *** and Darvin Furniture that they have promised. Once everything is complete, I will contact the Revdex.com, accept the resolution and take no further actions on the matter, which include legal action and online reviews
Sincerely,
Gene ***

In regards to Ms *** complaint, her merchandise came in and she is now scheduled for delivery on March We apologize for any inconvenience

In regards to customer ***, Darvin Furniture has spoken to the customer and is exchanging the table and of the chairs,

Initial Business Response /* (1000, 5, 2015/06/17) */
In regards to Ms *** complaint, Darvin Furniture is replacing her chair on Saturday June 20thIf you need further assistance please contact me

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]

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 value. I went in on Sunday Aug 6th and worked with her recommended salesman (Jeff [redacted]). He was extremely helpful and knowledgable about the furniture. He will be mailing a receipt out tomorrow when he gets into work because we finished our selection after 5 - when they were closing. Sincerely,
Brandy [redacted]

In regards to customer [redacted] complaint we would need for him to send pictures of the problem areas of his furniture.  If he would like to send pictures and serial numbers to [redacted]@darvin.com we can investigate
further for this customer.

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.

In regards to the above complaint, the customer purchased an extended warranty. Just because the customer sold their furniture this does not mean they are due  a refund. The furniture was purchased in 2014. If you have any further questions please contact us. Thanks you.

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

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

In regards to complaint number [redacted] Darvin Furniture has a customer by the name of [redacted]. This customer contacted us in October of 2016 to state that the sofa was broke. The customer was informed that the Darvin warranty is for one year which expired on 2-28-2016.  Her extended...

warranty did not cover the particular frame issue. Ms [redacted] received a copy of the warranty that stated everything that was covered under the warranty and signed these papers at the point of purchase. This is not covered. If you need further assistance please feel free to contact us.

The customer can use the credit for a reselect only.

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,
[redacted]

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

Thank you for contacting us concerning our customer Jacquelyn [redacted]. She purchased a leather loveseat, sofa, and recliner from Darvin on July 03rd, 2015. According to our records, Mrs. [redacted] contacted us on March 22nd, 2017 with concerns of color loss on the seams of her sofa and minor tear in the...

headrest. It held a 1 year warranty with the manufacture and Darvin. She did not purchase any additional accidental covered. As a  courtesy, we serviced the pieces experiencing her concerns with our leather company. Unfortunately, they were unable to repair the concern, so I reached out to the manufacturer to discuss our options. The leather is experiencing discoloration that is a characteristic of the type of leather she purchased. However, we understand that is not the quality that Mrs. [redacted] expected, so we offered a reselect for the full value she paid for the items in 2015 in the amount of $4,544.49.  Please let me know if you have any questions… Thank-You!

Complaint: [redacted]
I am rejecting this response because:...

While the furniture is 4 years old now, it was 3 years old when I first reported it to Darvin.  Furniture should not peel with normal, every day use, especially after only 3 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 $199 credit for their joke of a protection plan, Ultra Shield, and a $100 store credit, is a clear sign that they don't stand behind their products and don't care about their customers.  $299 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]

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 chair. According to our records, our technician was in the home on 12-28-16 to add additional fill to the back of the glider chair...

and it was a completed service with the chair meeting standards. we 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 chair. She can contact us at [redacted] ext. [redacted] and we will be more than happy to procfess her claim.