Zaki Oriental Rugs, Inc.

The year warranty is an extended option that was offered that they did not purchase. If the extended warranty is not purchased then the manufacturers warranty is the one we go by. On this particular item it has a one year warranty from the manufacturer on the fabric. This was
purchased March 2, 2013. Chris G*** has worked her for over years and I know her not to lie to customers or she would not be employed here. I am sorry if the *** misunderstood her or opted to not purchase the extended warranty. Since we have sold over of these sets that still does not count all the years prior to that. We have not had any issue with the fabric on this set. We would be willing to send out our repair guy to see if there is anything he can do to help resolve this problem.Thank YouAaron L***OwnerSmart Buy Furniture

I talked to the store manager and he does not recall speaking to the customer or telling him we would replace his chair.We have offered to tighten up the arm on his chair several times and that is what the manufacturer suggests that we doThe customer refused that idea and insisted that we
replace his chairWe follow all the manufacturers recommendations when we have a service issueThe repair man that was sent to his house said the chairs are the same size and that one of the arms is loose so when he leans on it it seems lower than the other oneWe would love to pick up the chair and tighten the arm for him as the manufacturer suggest

ID # [redacted]The furniture was purchased on 6/6/2014.  The customer did a 12 month interest free financing with [redacted] Bank.  We were not contacted until 6/18/2015 from [redacted] Bank that the customer was filling a dispute against our company.  We contacted the customer and made...

arrangement to send our repair man to see what the problem was.  On July 10, 2015 our repair man went to the customers home and fixed the slats on the bed that the customer was complaining about.  Not at any time was there any mention of problems with the steps.  When the furniture was first delivered the customer signed there invoice stating that there was not damage and all furniture was in good condition.  Regarding the finance charges our sales people do not have the ability to change a code on a sales receipt.  Once the financing company approves a customer we have nothing to do with the bill.  The dispute with [redacted] Bank was ruled in our favor because we proved to the company with all our documentation that we did provide the service at the time we were notified.

Complaint ID #[redacted] 11-02-16[redacted] and [redacted] responding to Smart Buy Furniture’s answer about our compliant. We don’t know if Mrs. Chris G[redacted] lies to people but she sure lied to us. She never offered  us any extended warranty, she said the living room set had a ten year warranty on what she kept calling leather which is no leather, and I wanted it in writing but she said it was not necessary because we could just contact them and they would know it’s their furniture and they would fix any problems. The gentleman answering our complaint was not there during our conversation with Mrs. G[redacted] so he does not know what she told us. They repaired the couch three times after one year we purchased it and the last time after one year we purchased it and the last time they agreed to fix it but they never  showed up to pick it up. We called them several times and they gave us some excuses until they sent somebody to tell us they would not fix it anymore. We would like to have our money back because we think the whole set is going to deteriorate and they are saying they can send their repair guy to see if there is anything he can do to resolve this problem but we actually need their commitment to fix it and we are willing settle this matter otherwise we would like to have a reimbursment of our money so we can buy another living room set somewhere else.

We have tried calling on 11/16/2016, there was no answer and on 12/2/2016 and 1/17/2017 no answer and there voicemail was not setup.  Parts have already been order to fix the customer furniture.   Tell us why here...

Complaint I.D.# [redacted]1-21-17This is [redacted] and [redacted] just to let you know what's happening with our complaint against Smart buy Furniture and to ask you what else can we do to settle this matter.On November 21st. they called us to say they would pick up the sofa to repair it, so we arranged thigs os my son would be home to open the door for them but this person told me son he was not taking the soft because the next day was thanksgiving day and the store would be closed and he only took some pictures and left. About two weeks later he called us to say he had ordered some parts and he was waiting for them. About another two weeks later we tried to contact him but for a few days we were unable to reach him and when we finally did he told us he was still waiting for the parts and that he would call us when he got them. It is been over a month of this and they haven’t called us. We just want to get this over with as soon as possible and also ask you what else can we do or if we can our money back instead

We picked up the recliner from the customer on Friday October 2nd. The recliner has been repaired and is being delivered to the customer on Thursday October 8.