Darvin Furniture

In regards to customer Stewart. our technician went to the customers home on 6/29/16. he tightened loose bolts onall 8 stools. 2 stool has broken front stretcher bar and another has broken lf stretcher bar. we have ordered new stretcher bars. table top has scratches in finish and several white heat...

marks. parts are needed. We are waiting on parts at this time and will contact customer when they are in.

Complaint: [redacted]
I am rejecting this response because:until the recliner is repaired or replaced. We have no resolution.  The warranty company has scheduled an appointment for 04/27/2017 until then, the recliner remains in same condition,  broken.  Meantime I continue to pay for this defective merchandise. I will notify you of the outcome. 
Sincerely,
Diane [redacted]

The customer received mattress on 6/17/2014 and had an inspection on 4/5/2016, found out frame had improper support causing the mattress to have 2" contour and frame to 5/8 sag. We exchanged the frame (we sold them and set up)  to level everything out.  On 7/18/2016 we did a re-inspection and the new frame corrected the issue and decreased the impression from 2" to 1" making it within manufacturer specifications. the customer feels that she should have an exchange on the entire sleep set because she should not have "any" impression (which you get with normal use). customer is stating the mattress leans 1 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 Ms [redacted] complaint, we apologize for the concerns the customer is having with her furniture, however this is a characteristic of normal wear and tear that happens over time from normal use of the furniture. We 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 $1450.00 for Ms. [redacted] to come into the store and reselect other furniture. This store credit will be good for 30 days only.

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, 2015.  According to our records this sectional was exchanged due to a manufacturer defect in...

the leather on August 17, 2016. This held a 1 year warranty with the manufacturer and Darvin.  She did purchase the additional warranty for accidental coverage.    On Wednesday, October 11, 2017 we received an email from the Warranty Company stating that this customer called in to make a claim for cushions sagging and fading. The 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, 2017.  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 1 year warranty with the manufacturer and Darvin,  which would have expired in August of 2017.  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 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, 2017.   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 16,2017 however have not received a reply to date.    Please let me know if you have any questions.   Thank-You

Hi could you please reopen this complaint. Sorry about the previous email regarding customer [redacted]. Customer was contacted this is not a Darvin Furniture issue. We have done all we can to help the customer  We have  referred the customer to the manufacturer. It is a manufacture issue....

Darvin Furniture cannot help customer [redacted]. If you have any further questions please let me know. [redacted] Administrative Assistant Darvin Furniture [redacted]

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: 11100068
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 [redacted]" or "Ed Mc[redacted]" (the name was misspelled on the receipt).
Sincerely,
Demetra [redacted]

In regards to customer complaint number [redacted]. Customer worked directly with outside warranty company. If 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.

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

I am not rejecting this option as of yet. I did speak to a representative from Darvin Furniture Named Marcy. She explained to that I would be able to choose another dinning room set. Now while that sounds like a nice idea my concern would be what if this kind of thing happens again. They clearly state in the comment above that they are offering me a one time exchange. I told Marcy that we went as far as spending an extra 500 on a custom cut glass to protect the top of the table. Another thing, what of the warranty if we do pick another dinning set. There is to many unanswered questions. If you can help with these answers that would be great.  
Sincerely,
Jesus [redacted]

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

In regards to customer [redacted], this merchandise was not part of a recall we had. The merchandise is 4 years old and is customer use. we will give customer [redacted] a credit of $199.00 and store credit of $100.00 as a gesture of good will.