Futons To Go

I have been buying futon covers for 30 years, I change covers every 2 years. I like the selection they offer. I gave had great luck with company. Their products are high quality and their prices are fair. I have used others in the past buy always go back to this retailer. They have a large selection of fabrics, covers and pillows.

The product will be inspected by production upon return along with the plastic packagingThis is the only way to determine whether the tear was caused due to a manufacturers defectIf it is deemed to be a manufacturers defect a full refund will be issuedWe do not usually allow the return of damaged slipcovers, however as a courtesy we will issue the customer a refundIf the slipcover is deemed to have been damaged by the customer, the cost of the return shipping will be withheld from the refundThe customer has not returned the slipcover for inspection as of yetRegards,Lillian

The customer received the Futon Cover on August *** they contacted us almost weeks later stating that there was a tear in the coverAs a courtesy, we have sent the customer a Pre-Paid Return Label to have the item sent back for inspectionOur policy dictates that an inspection must be
completed on the item upon return. If upon inspection the item is found to have been defective a full refund will be issuedIf however the item is found to have been damaged while in use then they would be responsible for the return shipping

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The delay of 2 weeks was due to being on vacation.  The product was taken directly from the box, removed from the package and put on the futon when we discovered the tear.  I would like to know the steps that are followed that " determine if the product was damaged in use" because this tear is in the middle of the fabric and can very easily said to be "torn in use" when this wasn't the case.  I just don't feel it's fair that the business is judge,jury, and executioner.  Whatever they say goes.  I have never had such poor customer service especially over a $50 item.  Not to mention I worked retail for many years and have never seen a company with such a strict return policy on a non custom product. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]