Complaints

• Initial Complaint

  28/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/30/22 I purchased a 3 piece TOP GRAIN LEATHER sofa and two chairs. I paid the sale price of $3477.88 for the merchandise and did not receive it until 6/29/22; allegedly it was being custom made. In September we noticed that the fabric was peeling. I started reaching out to the company calling and sending emails. I have received a couple of emails stating customer service would be calling today (today has yet to come. The order was placed via *********.com; order #*********. I have been emailing ******* ******* at Sofaweb as he is *********.com contact.

  Business response

  09/12/2022

  Hello,

  This issue has been resolved, see emails below:

  From: ******* ***** <********@*****.com>

  Sent: Thursday, December 08, 2022 6:50 PM
  To: Customer Service <***************@*******.com>
  Subject: RE: Refund preferred OS # ********* REF # ******
  
  Thank you ***; as it is late, I will make a call tomorrow for donation pick up. 
  **** **** ***** **** ** *******
  
  On Thu, Dec 8, 2022 at 3:43 PM, Customer Service
  <customerservice@*******.com> wrote:
  Hello *******,
  
  Thank you for your patience. I have been working to secure a refund for you.  In order to receive a refund for you order, please donate the furniture to any registered charity and email us a copy of the donation receipt.   The donation receipt needs to be made out:  *******.com Inc
  
  Once we receive the donation receipt, we’ll advised your place of purchase to issue a refund to your back to your original method of payment.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** ** **** ***** *** ***** ****** ***** ******** ****** ** *********** ** ***** ** ************ ********************* *** * ** **** ****** ***** ** ******** ********** * *** ** ******* * ******* ** * *** ******* ******* ******* *** * ** **** ****** **** ********** ** *** *** ************ ** ************ This complaint is regarding my claim under the 1-year manufacturer’s warranty from SofaWeb.com that to-date has been ignored with complete unresponsiveness. Business: SofaWeb.com Concord, ON, Canada Phone: *********** (********) E-mail: ***************@*******.com Fax: ************* (********) Warranty website: **************** I am filing this complaint simultaneously with both the state (******** **** ******* ***** ** ******** **********) and the Better Business Bureau (Detroit & Eastern MI region). The warranty claim is for ***** Italian Top Grain Leather Sofa and Loveseat, Chocolate Brown Option (Item# *******). This confirms items were delivered to me on 2/16/22. I understand that is start of warranty period &SofaWeb agrees to provide coverage through 2/16/2023 (*** ********* ******** ***** ************* **** ************ ********* *******). FYI - This item was ordered 11/29/21 from Overstock.com **** *** ** ***** * *********). The original cost of $2,644.48 incl tax discounted after months of delivery issues by $500 to a net total of $2,144.48. The screenshots show beginning 9/12/22, in efforts to make my warranty claim. Note, company number is only a call center, regardless of time or day when called. Furthermore, in last message I left on 11/2/22, in addition to specifying warranty & leaving contact info, I advised if no response that day that I will move forward complaints to the state and to BBB. 3 business days & no response. **** ******** ** *** ******** ******** ********* ******** ******** ******** ** *********** **** * ********** ******* *********** ** **** ******* ******* ******* * ******** ******** *********

  Business response

  06/12/2022

  Hello,
  
  ****** *** *********  This issue has already been resolved.

   

  Thanks,

  Tim

  Customer response

  06/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Sofaweb is inaccurate/misleading because warranty is now in process BUT ISSUE NOT YET RESOLVED.  While finally had a response, have not achieved either desired outcome specified in warranty: repair or replace.  The company agreed to accept my warranty damage claim and perform (i.e., replace the failed item).  However, the extensive delays have continued and ongoing.  Initially driven by both (1) demands not required in warranty (contract) language and (2) long delays in responding to my emails. 

  Now the delay, as latest response (today's email) from the respondent's staff member Tim indicates, final resolution will take months to deliver.  I can accept Sofaweb's response when the issue is complete... both responsiveness and performance of warranty! 

  Until then, it is not resolved and must show pending/open.
  
  Sincerely,
  
  ***** ******

  Business response

  07/12/2022

  Hello,

  The manufacturing and shipping time frames for the replacement loveseat are the same as they would be for any customer who would purchase the same product through the same channels.

  Thanks,

  Tim
  

  Customer response

  11/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: the latest response from Sofaweb (Tim, the responding representative) appears to miss my point, as I am not raising speediness as my reason to keep open... though as a side note, it seems part of the company's pattern to allow this to drag out for several more months! 

  As I clearly stated, I will not agree to close this complaint until the warranty is fulfilled - i.e., replacement is properly delivered.  That seems the reasonable approach as a customer who has suffered months of unresponsiveness, delays and time-wasting extraneous company requests in this simple claim of warranty damage. 

  Thus, if the company wants to prioritize or expedite closing both the BBB complaint and my underlying warranty claim, the representative will take proactive steps to shorten the months-long estimated delivery timeframe (involving upper managers? negotiating with production/shipping/carrier? something further?), instead of quoting more corporate policies that are useless & unhelpful to the very-disappointed and suffering customer.
  
  Regards,
  
  ***** ******

  Business response

  14/12/2022

  It is not possible to prioritize or expedite this customer's, or any other customer's order.  The nature and method of manufacturing does not allow for it.  While the customer notes "months of unresponsiveness, delays and time-wasting extraneous company requests", they failed to initiate this Warranty Claim though the proper channels. Per the Terms of the Warranty: "Claims are to be made through an authorized Sofaweb.com representative", which in this case was the online retailer where the customer purchased the furniture.   While we recognize that there were delays, some of the delays were a direct result of the customer not filing the Warranty claim with their place of purchase.   Despite our Warranty obligation being limited to repairing any part or product found to be defective in material or workmanship, we decide that we would send a full replacement for their inconvenience.  While the customer believes we have "... corporate policies that are useless & unhelpful...", had we followed our Warranty procedures and Policies, the customer would have had to return the defective item to the factory for repairs at their expense.  Per the terms of the Warranty:  "If it should become necessary to return the product to the factory for repairs, the cost of packing, brokerage and shipping to and from the factory are not covered by this Warranty."
  

  Customer response

  15/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: this complaint isn't closed until replacement of defective/failed item (loveseat) is delivered.  I understand the estimated timeframe for me to receive the warranty replacement is roughly a few months as detailed in his previous email. 

  In other words, further correspondence of explanations and policy don't add value at this point.  And I'm only focused on achieving the outcome as specified in the warranty.
  

  At time satisfactory delivery of replacement is completed, I agree to close and will likely confirm in writing then.
  
  Sincerely,
  
  ***** ******

  Business response

  15/01/2023

  As soon as the order ships we will notify you of the carrier and tracking number

  Customer response

  15/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the progress of resolution is understood by me -- however, not satisfactory until I receive the promised replacement.  I understand & appreciate the company providing me both the carrier and tracking info when the item ships.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩