Rothman Furniture Stores

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ This purchase was made six years ago and it is possible the details of the conversation at the time of the sale have become faintThis manufacturer has a LIMITED lifetime warranty (which is years) against manufacturing defects on the mechanism, frame, springs and coresThe warranty covers parts, not labor or transportationThis is also outlined directly above where the customer signed his sales contractThe consumer was additionally provided with the warranty paperwork to review upon receipt of his merchandise Rothman is interested in making its customers happy, but without seeing the chair, we cannot say exactly what is wrong with it, if there is truly a warranty-covered manufacturing defect, how this problem occurred or if it is correctable If the consumer would like to bring the chair in for us to review, we would be happy to do so, so that we can determine the cause and determine possible resolutions for this consumer If he would like us to look at the chair, please have him call XXX-XXX-XXXX and choose option #for our Customer Care DepartmentThey will be happy to make these arrangements for him to bring in the chair for review

The customer's original complaint to us was that the furniture was peeling She then told us that it had scratches and was peeling and was upset that the extended warranty company would not cover these types of problems We obtained pictures of the affected areas which were reviewed by Quality Control Specialists at the Manufacturer They said the problem was Pet Damage, not a manufacturing defectWe are sorry if this customer is unhappy with the Extended Warranty Coverage If she would like, she can call the warranty company at [redacted] and they will give her a pro-rated refund for the years not used on the warrantyShe can let them know she wishes to cancel her extended warranty.The customer claims that she was told the extended warranty covered everything, including Pet Damage Of course Rothman nor the customer can prove the content of a verbal conversation that happened years ago between herself and a salesperson We do know that the person who sold her the furniture has been an Assistant Manager for more than years and has never received a single complaint regarding the integrity or the content of his sales techniques The consumer was given a copy of the Warranty and could have immediately cancelled the extended warranty if she found that the coverage she would have were in any way different than what the salesperson indicated to her.The customer has stated to us that she was not given a copy of this document, however, our computer records are time stamped that the consumer was issued an Agreement Number for the warranty, meaning, that the customer was issued a Warranty Certificate which outlines the exact coverages and exclusions from the Warranty The customer also signed a time stamped Receipt Document indicating they were given a copy of the warranty at time of delivery The item is out of manufacturer's warranty (and would not cover Pet Damage even if still in effect), so Rothman would not be able to assist her in that regard If the customer would like to pay for repairs, we can certainly see if parts are still available and estimate the cost of parts and labor if she would want to bring the item in for service If she would like to pursue this avenue, she can call back in to our Customer Service Department for further assistance

Ms [redacted] purchased this recliner with a year Protection Plan from Montage It is not a Rothman Warranty, and all of our customers receive all of the Montage paperwork including what is covered as well as what is not covered at the time of purchase This is an extra protection plan that is offered but not required I have attached the Montage Protection Plan agreement which clearly states all that is covered as well as what is not covered We do stand behind the quality of the furniture we sell, with that being said each manufacturer is different as is each home that furniture is placed in is different The amount of use as well as the placement of furniture in a home can make the longevity of each item vary drastically Montage is covering the inspection from the service man that was sent out to the customers home for inspection as well as the motor that is being replaced along with the installation of the new motor Unfortunately as it is clearly stated in the Protection Plan agreement wear and tear of the fabric is not covered I have also attached a photo showing that the material used on this chair is a "leather like" material, and not leather We have made sure that Montage has honored and covered everything in the protection plan that should be covered Please feel free to reach out to me with any further questionsThank you, [redacted]

We have been working with the factory to try to get this issue resolved, but unfortunately after several attempts to correct the chair there is still a problemWe spoke with this customer on 3/1/and offered to take the chair backWe discussed making an exchange or having it replaced with a completely different chair and the customer said she wanted to come in to see if there was another chair that would work for her At this time we are waiting for her to come in to try to reselect