Leather Express Reviews (%countItem)
Leather Express Rating
Address: 3320 N Federal Hwy, Boca Raton, Florida, United States, 33431-6004
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I didn't receive the base to the recliner I ordered and the company won't exchange or refund my money.
I ordered my recliner on 10/9/19 and received my manual swivel recliner 9MW85 in leather on 10/11/19. The base on the one I received is completely different from the one I chose in the store. I have the same base that I received on my old recliner and that broke. I specifically showed the salesman/owner in the showroom the base that I didn't want and he assured me that the base would be solid and not the thin round metal. I spoke with the salesman today in the hopes that he would remedy this issue but that wasn't the case. They said that I couldn't return or exchange the chair. I like the chair, just not the base. I spent $1357.88. I feel like I should have received what I ordered.
I'm requesting a replacement with the correct base. If that is not an option I'd like to return the chair for a refund.
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bellsouth.net
This customer purchased a special orders a swivel rocker recliner which is what he wanted. In his complaint he says he got a different base than what he saw in the store. We had a wallhugger on display but we could order it as a swivel rocker as he wanted. All of our swivel rocker recliners come on a round metal base to allow them to swivel and rock. None of our manufactuers make a sivel rocker recliner without that metal base that allows the chair to swivel and rock. Mr. Gwaizda did not want a metal base because he purchased one from a different company that sold a lower quality product than what we carry and it broke after a few months. He did not understand that it was going to come on a round metal base which he is afraid is going to break. We have made arrangements to pick up his the chair he ordered and refund his money.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund today and I'm completely happy with the company. Thank you.
We bought a couch on 7/11/2015 we only had it a few months and the couch every time you would sit on it or go to get up would make a loud clicking noise I called and spoke to Sherry and she sent repair guy *** out he had to cut open the back of my couch and he did a bunch of things to it :but a week or 2 later he was back out with same issue he must have come out 3 or 4 times then they finally replaced the couch and they let me change the color it took about 6 to 8 week we received another couch
Within a week same issue with new couch ever time you sit or get up makes loud clicking sound it's embarassing when you have company over and your couch is making loud noises again I called sherry and she sent *** the repair guy back out he said he can't fix it so we had to get a 3rd couch we were offered by the owner to pick a different couch but we were going to have to pay more money and we didn't see anything we liked we really like the couch we have except for this clicking noise so we had to wait another 6 to 8 weeks for another one I spoke to *** about my issues he works for the manufacture he told me the repair guy has to come out at least once and if he couldn't fix it I could get my money back that never happened at this point there is something wrong with how they manufacture this couch and it's embarrassing when you have company over and your couch makes loud clicking noises every time you move get up and sit down we don't want another couch we just want our money back I have asked all of them Sherry *** etc to come to my house to hear the loud clicking noise and to see what it does they all refused said they will just have repair man *** come out they never gave me any papers on the repairs said I didn't need them we are very unhappy customers and just want our money back we do not want another couch it's unfixable and it's also not made in Italy or Italian leather the couch is made in Mexico
Product_Or_Service: Yes
Order_Number: Sg-5986
Refund We want a refund of the couch it's the only way we will be happy and we will buy a couch somewhere Else we spent 6,000 dollars on this couch and it's horrible
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bellsouth.net
The original purchase date was 07/13/15, customer complained of squeaking. after several service calls the sectional was replaced and allowed to change colors. They originally had off white, not a good color for them since when we picked it up it there were areas that were worn and dirty.( We have pictures). We allowed them to change to black which is a much easier leather to maintain. New sectional was delivered, they complained again about squeaking. Service was sent a couple times again and again we replaced the sectional to make them happy. The old one was sent back to Palliser in Canada for inspection and they found nothing wrong with it. The new one was delivered in Nov. 2017. It was inspected several times by different people prior to shipment. They purchased the protection plan in 2015 but decided not to purchase it on the last one since it was black. The protection plan would cover any frame issues if it had any for 5 years. We have sold this style over 100 times since this customer purchased. Not one customer has had any issues or problems with this style. We can provide sales reports if needed. I have not talked to these customers since the last delivery and had no idea they have any problems with their sectional again. NOBODY has refused service to this customer. She is covered under the FACTORY warranty and the labor part of that was over in 2016 based on her original purchase. If she would like to contact Leather Express for service she is more than welcome to, we have never denied service to her or any customer if it is under warranty. We have gone above and beyond by replacing her sectional twice already and there have not been any complaints on this style with us or Palliser other than this customer so there is NOT a problem with this style, it has been a number one seller for 10 years plus with this company. If there had been problems with it, we would not sell it and Palliser would have made adjustments to it over the past years to correct it IF there had been any but there has not. Bottom line is we do what we can to help and service our customers but they need to contact us to discuss it. If the customer hears something all furniture will make some noises within the frame or cushions and it totally depends on how it is used. Refunds will not be given but if they need service on a warranty issue they can contact us. If it is out of labor warranty, they will have to pay for the labor and inspection and that is between them and the service tech for pricing. I can show you every e mail where we have always answered and tried to help. I am always available to speak to any customer and to set up service. Our refund policy is there are no refunds or cancellations on any special orders. This was a special order. It is under factory warranty and it is up the the factory to repair or replace per factory warranty. The factory warranty can be found at www.palliser.com so they can see what is covered and for what period of time.
I did call pallister the warranty company they came out the repair man
sat on every seat and every seat makes a loud clicking sound he says he cannot fix the couch then we received an e-mail from the warranty company the warranty does not cover any manufacture problems
that the store would have to cover this . I have asked sherry and *** to come out to my house so they could hear this clicking noise
but they refuse to come out its embrassing when you have people over and they go to get up and the couch has huge clicking noise
it annoys me when I sit on te couch and it does this .the couch is sat on less than 2 hours a day if that it's just myself and my husband
the couch looks brand new I had to send pictures of my couch into the warranty company the warranty guy was out here and said the couch looked btand new so it's nothing we are oing to the couch like sherry thinks .Th warranty tech that came out said that the clicking noise is due to the way the couch is manufactured there are metal springs and wood and those two are rubbing together to make the clicking noise when you go to get up or sit down theres nothing he can do but the couch should not be making this noise .The other 2 couches we had did the same thing .we went though Sherry she sent out her repair man *** several times all his reports went to Sherry and *** took the bottom of the couches apart several times trying to fix the issue but after several times he was not able to solve the probblem and *** told Sherry the couch was not fixable we have never received any of these reports I have asked for them .we hd the couches swapped out when we received this couch we were assured by *** the couch would be tested and would not have any clicking noises. I had called *** and she told me the couch was wrapped
in plastic they could not take it off therefore the couch was not tested
also the repair guy Joe told me they have issues with this couch
this couch was 6.000 dollars and should not be making these clicking noises .Again I have requested Sherry, *** and the owner of the company to come out and here this loud clicking noise but noone wants to come out we are very dissatisfied customers this is our 3rd couch with the same issue we have had several repair people come out and unsuccessfully not been able to fix he couch they have all said they cannot correct the problem I don't care about the other customers because we have had 3 couches that have valdated this is an issue with the couch .we are disatified and want something done we didn't.t pay 6,000 for a couch to makes clicking noises again you have had your repir men out here several times and they can not fix or repiar the problem so someone from the manufacturing company *** or *** or Mr *** need to come out and to hear this clicking noise and sit on the couch I want something done about this
and I am not going to buy a more expensive couch as they have suggested .
Again, I have to stand by what I responded in the last one. I have not heard one word from this customer since the sectional was replaced. *** whom she says she has talked with has not worked for Palliser in over a year. I have never said that they are doing anything t the couch, not sure where she came up with that. I never told her nothing could be tested. I do know that this sectional was tested and inspected by several people at the factory before it was shipped since we insisted on it. *** the repair person never told her we have issue with this design. If need be we can pull all service for this design to prove there are very rarely an issues and there has never been an clicking issue in over 15 years of selling this design. Should this customer need service that is under factory warranty we will help her with that but she needs to contact the store. Again, I have not heard from her since the replacement was delivered. Palliser has a 1 year factory warranty on labor. She is past this time frame. She will need to pay for an inspection and any labor that will need to be done should she have an issue. We will always be here to help with warranty issues however she is responsible for any money due for labor and inspections. We can't schedule any service until an inspection fee of 125.00 is paid for. The customer will need to contact Total Leather Care for an inspection at XXX-XXX-XXXX.
The factory warranty stands on all furniture, Leather Express is not responsible for paying for any kind of service or inspections, however we will help get service to her once the inspection fee is paid. The inspection fee is taken off any labor done so if the labor is 500.00, the 125.00 will be used to pay part of the 500.00 due.
Product did not perform well from date of delivery on June 23rd I.e. seams not matching and leather stretching to name a few.
I purchased a leather sectional from Leather Express on May 27, 2017 for $5,580.05 and it was delivered on June 23, 2017. At time of purchase I charged $2,790.03 and on delivery they wanted a personal check for $2,790.02. The invoice number is BR8793. The rep was MJC. On July 8th I took two pictures of one seat of couch and within a couple of days went into the store showed the pictures to the manager. I saw the look on his face when he saw pictures and said to me "what do you want me to do." I said I want my money back and the manager said "we don't do they." Repairman was ill and couldn't come for a few weeks. When Joe (repairman) came he looked at couch and proceeded to tell me to sit on all the cushions and he'd be back in 6 months to fix the sectional. It did not take long at all for all the cushions to look like the one I sat on. I insisted on Joe coming back which he did on August 18th, 2017. Joe came with rubber foam under his arm and proceeded to sit on two cushions and said "they weren't sunk enough". On August 29th, 2017 Steve Kreiig came, a rep from Palliser and took pictures. On September 19, 2017 I called Steve Kreig and asked that I get a calll back. On September 21, 2017 received phone call saying that another rep was coming. Another representative from a leather company did come on September 25th and I told him I was tired of all the stalling and wanted an answer within 48 hours of his visit. As of September 28th 5:04 in the afternoon I still have no response.
Total refund of $5,580.05 not a store credit and removal of sectional.
This customer ordered a custom leather sectional. This is all top grain leather and a natural character of leather is stretching and wrinkling. This is printed on our invoices right above where the customer signs acknowledging the terms of the sale and accepts them. It states "Customer understands all leather stretches and wrinkles" This customer signed and agreed to the terms of the sale.
There is absolutely nothing defective with his leather or furniture. It is impossible to have leather furniture and it not stretch and wrinkle. Leather is a skin and all skin *** stretch and wrinkle. As *** all leather furniture when the leather stretches the seams *** no longer be straight. They *** move and stretch with the leather as to not tear. It is unreasonable to think you can own leather that *** not stretch and wrinkle. We have sent the factory rep, and 2 different service techs to his house to inspect the furniture. ALL on different occasions have reported back that this furniture is up to factory specifications and not defective. There is nothing we can fix because there is nothing defective with it. Should something come up in the future that is covered by the factory warranty we *** be more than happy to take care of whatever the issue is. I am sorry he is unhappy but stretching and wrinkling is a natural occurrence with leather furniture and cannot be helped or stopped. When you sit on leather your weight *** stretch and this *** make the leather wrinkle. Leather relaxing and puddling is normal and does not affect the durability or wear of the furniture.
Bottom line is there is nothing that can be done to stop this from happening or "fix" it once it has happened.
Document Attached***
The picture forwarded resulted in sitting on seat for approximately 2 weeks and was taken on July 8th 2017. The repairman said he would be back in 6 months to fix it. He even made a date of December 28th (his birthday) to call him to schedule a date in January to come back and fix the couch. Why would a brand new couch have to be fixed? He told me to sit on every seat and after another week the entire couch looks like the picture and I have many pictures with dates. And now they're saying it can't be fixed. There is definitely something wrong. I can understand that it might happen in a few years but after only 2 weeks. The seams not matching was shown to the repairman. The mismatched seams are not getting any better. This couch does not demand the price I paid. This couch is also of poor workmanship.
The stretching and wrinkling is normal. A customer satisfaction some wrinkling can be heated out and more foam can be added to make seats firmer but this *** not get the wrinkling completely out nor *** it stop it from happening again. Leather stretches and wrinkles. This is a fact not an opinion. If the customer would like us to come out at the time the tech scheduled we *** do that. They must understand this *** take some of the wrinkling out but it *** occur again. This is for customers preference only, there is nothing defective with the furniture. Three separate people have inspected this and all three have said the furniture is up to factory specs. We *** not take back the furniture nor *** we give a refund there is nothing wrong with it. The customer can keep the scheduled service and we *** do our best to make her happy by heating as much out as we can but she must understand this *** happen and is normal and natural.
You gave me the order form to sign purchasing a couch which you said could be made into a sectional. It did not state that stretching and wrinkling would take less than 2 weeks. Cell phones are a wonderful invention because it enabled me to take pictures the day it was delivered before anyone sat on it. It even shows the date. At that time the seams didn't match up and the corner piece did not meet the other pieces and it was brand new. I did call you and you recommended that the repairman could come to my home to fix it. You also stated that he was ill and couldn't come right away. I sat on only one cushion and on July 10th entered the store with the pictures that were taken on July 8th. You asked what I wanted and I stated I wanted my money back. You said we don't do that. You continued to insist the repairman would come. Well he did and told me to sit on every cushion which I did. He also said he'd be back in six months to fix the couch. When I wanted him back before the six months he came with a slab of rubber foam under his arm. What was he going to do with this rubber foam...open up the back of the furniture and shove rubber foam in and then stitch it back up? I don't mean to repeat myself but you are telling me now that it couldn't be fixed because I sat on it...then why did you insist on the repairman coming to my home to fix it? As you have written you are telling me that when leather stretches it can't be fixed. If you knew this, and you knew this, why all this stalling and stalling sending people to look at it...why? Do you not stand behind your product and workmanship? I have emailed plenty of pictures dipicting my derrière embedded on each seat. It's good that cell phones not only take pictures but date them as well.