- Report: #1129214
Report - Rebuttal - Arbitrate
Complaint Review: Town & Country Leather
Town & Country Leather2438 West Anderson Lane Austin, Texas USA
Town & Country Leather They sell inferior products and don't stand behind their guarantee Austin Texas
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We purchased a leather living room set on 08-25-2013 in the amount of $9,249.96. We were told it would take 8 weeks for delivery since we added additional support to the the seating area to ensure longevity of the furniture. After 10 weeks had passed, we called the company and they delivered the furniture the next day.
We immediately began to have problems with the cushions on the sofa, chair and recliner. The cushions went flat and would not stay in place. In about 5 minutes of sitting on the sofa, the cushions would begin to slide forward and would need to be adjusted back onto the sofa frame. The recliner would not go back to the upright positon without scraping the hardwood floor and the chair frame had already broken even though it had only been used several times. The only people in the home are me and my husband, and I work outside the home and sit on the couch about 2 hours daily. My husband is retired and he is busy with home repairs and attending to our rental property. We started calling immediately but they would never return our calls.
It wasn't until February that the service tech called us to make an appointment to take pictures. Town and Country Leather supposedly ordered new cushions and told us they would be replaced in two weeks. Four weeks later, still no cushions. It wasn't until we requested to send the furniture back and receive a refund that the owner, Eric Salem, called us to plead his case to allow his company to make the repairs. We agreed and a week later, the service tech came out and replaced the cushions. We continued to have the same issues with them sliding forward. Once again we called and complained about the recliner, the cushions and the chair. Again they would not call us back but instead had the service tech, who is an outside contract worker, call us to make appointments. The service tech came out and agreed that the problems we were experiencing were true and valid.
The service tech made new feet for the recliner but did not address the other issues. The recliner still drags when put into the upright position.
We are now into March 2014 and still do not have furniture that is useable. We wrote a demand letter requesting a refund and return the furniture. Once Eric Salem received the letter, he called us and started berating my husband saying it was our fault and that he was not going to honor his written 'guarantee your complete satisfaction' slogan. We gave him until March 7th to refund our money and pick up the furniture which he did not bother to do.
We are now on a path to try to get our money back and have the defective furniture sent back to the company. It is very frustrating that we spent over $9000.00 on 'quality furniture' when our $300 cheap leather recliner we purchased from Conn's has lasted over 6 years without any issues.
This report was posted on Ripoff Report on 03/08/2014 08:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Town-Country-Leather/Austin-Texas-78757/Town-Country-Leather-They-sell-inferior-products-and-dont-stand-behind-their-guarantee-1129214. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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