Parlin's Furniture does NOT treat you like family and will rip you off by not standing behind the products they sell ripoff Battle Creek Michigan

You obviously have no idea how retail works. I am an ex-employee of Parlin's and a few other furniture stores in the area. I have worked in retail for many years. No store is going to tell you they will do more for you than the manufactuer's warrenty.

Typically, on a reclining sofa you are looking at a 5 years to a lifetime warrenty on the frame and mechanisms, 1-5 years on the fabric and cusion, and 1 year on parts and labor. What more do you want from a retailer? Do you want them to tell you it's better than the manufacturer thinks it is? Do you want them to eat the cost of giving you a new one b/c you don't want to have your's fixed? Do you want them to fix it for free if it is outside the warrenty?

Maybe you think $1000 is a lot for a reclining sofa?

If a sofa is offered in reclining you usually figure you're adding $500-750 onto the cost if it is a standard 3 seat sofa by adding 2 mechanism... that makes the sofa itself worth $250-$500 to begin with. I'm sure the store offered you other products and you settled on your choice of furniture.

In the end they told you the sitution and it all came down to your choice... live with it.

This is copied this paragraph directly from my first claim.

'I do not have abusive animals and have had my previous sofa for many years before it became worn. I purchased a slip cover, which I still have to this day, but does not fit on the reclining sofa and the cover does not have any punctures or holes from my animals even after having it on for two years. I find it hard to believe a cheap slip cover would 'hold up' but a nearly thousand dollar sofa would get holes in it within a week.'

After reading this paragraph; would you as a consumer feel you or your animals were at fault for a poorly made sofa that couldn't even last as long as a cheap slipcover and got a hole in it within a week?

I also never said my dogs did not cause the damage. Here's a copy of what I wrote:

'I didn't understand why he needed to determine the cause because I believed my dog's nail had punctured the fabric. Within two days, I found another hole. I called again to let them know that I was in a panic. I didn't want this sofa in my house getting full of holes. The lady assured me that I would be taken care of and that she didn't care if it were full of holes when they come to pick it up. I told her I didn't feel comfortable and that I was buying a blanket to cover the sofa up. She told me it was unnecessary.'

Parlin's claimed they did everything they could. The only thing Parlin's did for me was to call the manufacturer and claim the manufacturer was a fault because they didn't want to take any kind of loss while I was stuck with this terrible sofa.

Needless-to-say, big company wins over consumer and Parlin's got what they wanted; for me to pay for a sofa I'm completely dissatisfied with and have to look at it everyday until I can afford to get a different one.
The lady that told me "don't worry, we don't care if we have to pick it up full of holes; you will be taken care of" probably doesn't work there any longer or is regretting ever having that kind of confidence and saying that to me; I know I am.

I will be going elsewhere that offers a 30 money back guarantee when I can afford a new sofa and will not be getting microfiber. It's ridiculous I'm still dealing with this regrettable purchase and it's been nearly 10 months!

This is copied this paragraph directly from my first claim.

'I do not have abusive animals and have had my previous sofa for many years before it became worn. I purchased a slip cover, which I still have to this day, but does not fit on the reclining sofa and the cover does not have any punctures or holes from my animals even after having it on for two years. I find it hard to believe a cheap slip cover would 'hold up' but a nearly thousand dollar sofa would get holes in it within a week.'

After reading this paragraph; would you as a consumer feel you or your animals were at fault for a poorly made sofa that couldn't even last as long as a cheap slipcover and got a hole in it within a week?

I also never said my dogs did not cause the damage. Here's a copy of what I wrote:

'I didn't understand why he needed to determine the cause because I believed my dog's nail had punctured the fabric. Within two days, I found another hole. I called again to let them know that I was in a panic. I didn't want this sofa in my house getting full of holes. The lady assured me that I would be taken care of and that she didn't care if it were full of holes when they come to pick it up. I told her I didn't feel comfortable and that I was buying a blanket to cover the sofa up. She told me it was unnecessary.'

Parlin's claimed they did everything they could. The only thing Parlin's did for me was to call the manufacturer and claim the manufacturer was a fault because they didn't want to take any kind of loss while I was stuck with this terrible sofa.

Needless-to-say, big company wins over consumer and Parlin's got what they wanted; for me to pay for a sofa I'm completely dissatisfied with and have to look at it everyday until I can afford to get a different one.
The lady that told me "don't worry, we don't care if we have to pick it up full of holes; you will be taken care of" probably doesn't work there any longer or is regretting ever having that kind of confidence and saying that to me; I know I am.

I will be going elsewhere that offers a 30 money back guarantee when I can afford a new sofa and will not be getting microfiber. It's ridiculous I'm still dealing with this regrettable purchase and it's been nearly 10 months!

This is copied this paragraph directly from my first claim.

'I do not have abusive animals and have had my previous sofa for many years before it became worn. I purchased a slip cover, which I still have to this day, but does not fit on the reclining sofa and the cover does not have any punctures or holes from my animals even after having it on for two years. I find it hard to believe a cheap slip cover would 'hold up' but a nearly thousand dollar sofa would get holes in it within a week.'

After reading this paragraph; would you as a consumer feel you or your animals were at fault for a poorly made sofa that couldn't even last as long as a cheap slipcover and got a hole in it within a week?

I also never said my dogs did not cause the damage. Here's a copy of what I wrote:

'I didn't understand why he needed to determine the cause because I believed my dog's nail had punctured the fabric. Within two days, I found another hole. I called again to let them know that I was in a panic. I didn't want this sofa in my house getting full of holes. The lady assured me that I would be taken care of and that she didn't care if it were full of holes when they come to pick it up. I told her I didn't feel comfortable and that I was buying a blanket to cover the sofa up. She told me it was unnecessary.'

Parlin's claimed they did everything they could. The only thing Parlin's did for me was to call the manufacturer and claim the manufacturer was a fault because they didn't want to take any kind of loss while I was stuck with this terrible sofa.

Needless-to-say, big company wins over consumer and Parlin's got what they wanted; for me to pay for a sofa I'm completely dissatisfied with and have to look at it everyday until I can afford to get a different one.
The lady that told me "don't worry, we don't care if we have to pick it up full of holes; you will be taken care of" probably doesn't work there any longer or is regretting ever having that kind of confidence and saying that to me; I know I am.

I will be going elsewhere that offers a 30 money back guarantee when I can afford a new sofa and will not be getting microfiber. It's ridiculous I'm still dealing with this regrettable purchase and it's been nearly 10 months!

This is copied this paragraph directly from my first claim.

'I do not have abusive animals and have had my previous sofa for many years before it became worn. I purchased a slip cover, which I still have to this day, but does not fit on the reclining sofa and the cover does not have any punctures or holes from my animals even after having it on for two years. I find it hard to believe a cheap slip cover would 'hold up' but a nearly thousand dollar sofa would get holes in it within a week.'

After reading this paragraph; would you as a consumer feel you or your animals were at fault for a poorly made sofa that couldn't even last as long as a cheap slipcover and got a hole in it within a week?

I also never said my dogs did not cause the damage. Here's a copy of what I wrote:

'I didn't understand why he needed to determine the cause because I believed my dog's nail had punctured the fabric. Within two days, I found another hole. I called again to let them know that I was in a panic. I didn't want this sofa in my house getting full of holes. The lady assured me that I would be taken care of and that she didn't care if it were full of holes when they come to pick it up. I told her I didn't feel comfortable and that I was buying a blanket to cover the sofa up. She told me it was unnecessary.'

Parlin's claimed they did everything they could. The only thing Parlin's did for me was to call the manufacturer and claim the manufacturer was a fault because they didn't want to take any kind of loss while I was stuck with this terrible sofa.

Needless-to-say, big company wins over consumer and Parlin's got what they wanted; for me to pay for a sofa I'm completely dissatisfied with and have to look at it everyday until I can afford to get a different one.
The lady that told me "don't worry, we don't care if we have to pick it up full of holes; you will be taken care of" probably doesn't work there any longer or is regretting ever having that kind of confidence and saying that to me; I know I am.

I will be going elsewhere that offers a 30 money back guarantee when I can afford a new sofa and will not be getting microfiber. It's ridiculous I'm still dealing with this regrettable purchase and it's been nearly 10 months!

January 29, 2007 Customer purchased Franklin reclining sofa $799, Fabric Protection Warranty Plan $60 & Delivery service $39 plus tax totaling 949.54 including tax. Customer did ask about the durability of microfibers with pets and based on our experience we have found microfibers to be very durable in most applications. (We did not nor do we ever represent any coverings as being animal proof, because all upholstery fabrics can be damaged under a variety of circumstances caused by consumer use. The Fabric Protection Warranty plan that the customer elected to purchase covered accidental rips, cuts, burns & stains to ensure their peace of mind).

February 6, 2007 Delivered merchandise to customer.

February 14, 2007 Customer called to say that front of center cushion at the top has a tear in it. A service order was typed up and left for service tech to call & make an appointment to go to customers home & inspect.

February 15, 2007 Customer called to say has 2 puncture holes and has only had for 1 week. She stated that salesman told her the fabric was durable of which store owner confirmed. Customer thinks her dogs' toe nails did the damage and stated doesn't want a sofa that a dog can do this to. Owner explained that she needs to schedule appointment with tech so he can take pictures so we can determine the cause. Once we know what the problem is we can help her out. Customer agreed but didn't want to, wants something totally different if this is the norm for microfibers.

February 20, 2007 Customer called very upset & spoke to office manager. Tech was scheduled to do the inspection that same day. Arranged to have owner call customer either February 22 or 23 after 5pm as owner out of office on February 21.

February 20, 2007 Service tech inspected furniture & determined that one of customer's pets (cat or dog) was the cause of the damage. Photos were emailed to Parlin's for review. The store, the customer & the service tech were in agreement that the pets were the cause of the damage.

February 22, 2007 Customer stopped by store wanting results. Explained that photos had been forwarded to Franklin Representative and that it may take a little time to get an answer back.

February 26-March 3, 2007 Owner of store emailed Franklin representative 3x's. Results were not authorizing an exchange. Factory deemed that they can not be responsible for damage caused by animals. They offered as a courtesy to sell the replacement parts to customer at a 20% discount. Owner continued to push for full replacement per the customer's request. Franklin representative emailed back stating would like to discuss in more detail but on vacation until March 12.

March 5, 2007 Owner called customer but there was no answer.
March 7, 2007 Customer called checking the status. Owner told that had tried calling her on 2 days ago, but no answer. Customer stated she has an answering machine. Owner apologized but it never kicked on. Owner informed customer that still working on getting full replacement for her. At that time customer was informed that factory offered parts at a discounted rate. Also explained that rep on vacation until May 12 and that we would have an answer for her on March 12 or March 14.that she wouldn't hear from us on March 13 as that is the owner's day off.

March 12, 2007 Customer called at 10:15am wanting to know when we were going to pick up give her a refund. Owner reminded her that rep has been on vacation and we weren't expecting an answer until today or March 14 at the latest. Customer stated that she doesn't care. Owner reminded customer that we were trying to get a full replacement for customer which is more than what warranty states, since damage was caused by customers pet & not a manufactures defect. Customer stated that she didn't care she wanted it taken care of now. She also stated that she no longer wanted an exchange she wanted her money back. Owner felt that customer was extremely emotional during this conversation and told her that it would be best if we talked on Wednesday, when we would have some answers.

March 12, 2007 Franklin Representative contacted store owner. Franklin has never had a warranty issue with this fabric and will not authorize full replacement. They will stand behind their original offer of a 20% discount off of the replacement parts. Owner was referred to the head of customer service at the Franklin factory.

March 12, 2007 Owner left message for Customer service Manager at Franklin.

March 12, 2007 Customer's boyfriend stopped by the store to talk with owner. He stated he wanted a refund and have product picked up. Owner had not discussed the service issues with the boyfriend previously as discussions had been between customer & owner only. Owner updated boyfriend about all aspects of the service, the agreed dates of returned phone calls, the fact that damage was caused by the pets and that store was still trying to figure out a way to get a replacement for them. Explained that per the conversation with the factory representative earlier in the day we were still holding at a discount for the parts. Owner told boyfriend that have one last attempt of getting replacement through Customer Service Manager at Franklin. When asked what the odds were he was told it's a 50/50 chance, but going to keep trying. Boyfriend explained that they were gun shy with stores, because they are picky and have had problems with numerous retailers. He stated that Tonya expects bad service but hopes for good service. Owner stated that she understood where they were coming from, but pointed out that we have done everything we said we would and if we had wanted to blow them off (as accused of by Tonya) we could have just ordered the parts and not tried to get a new sofa. He agreed. The 2 screws from the footrest were discussed and was agreed that it would be put back on if an exchange wasn't authorized. It was agreed that I would contact them after 4pm on March 14, 2007.

March 12, 2007 Customer's boyfriend called at 6:12pm after talking to Tonya. He explained the warranty to her, but she still wants her money back & doesn't want an exchange. Owner explained that needed to get answer from factory. Owner was asked why and told customer's boyfriend, that in all honesty the damage was caused by their pet(s) and wasn't really caused by factory defect. Since we can't prove that it's a quality issue and can prove that it is pet damage the store is going out on a limb getting more than is required. Owner stated would still call back on March 14 after 4pm, as agreed

March 14, 2007 Received registered letter from customer stating she wants a refund and have sofa picked up. The letter stated to call up on receiving. Her receive for return was due to damage caused by her pets and the 2 screws that had come loose on the bottom of the footrest. It was noted at that time the letter was dated March 13, 1 day prior to agreed return call by owner with information on if we were able to get factory to allow a reselect).

March 14, 2007 Owner called customer at 10:52am (not 4pm, because letter stated to call upon receipt) to discuss letter. Owner left message explaining in detail the following: Explained that factory had emailed and would not agree to a reselect. Owner told that could still get the parts at 20% discount plus labor charges OR she could submit under her Fabric Protection Warranty plan. As accidental cuts and tears are covered under the warranty BOTH the parts and labor would be at NO CHARGE to the customer. Owner told customer that warranty required she call within 5 days and that she needed to state that to the warranty company. (In NO way were we trying to get the customer to lie to the warranty company about this service claim. However, the customer DID call in the complaint to our store in a timely manner. Normally we would have recommended the customer file a service claim with the warranty company at that time, however the customer insisted on getting an exchange. Again, the delay in calling in this service was in the attempt to get the customer more than was required through her factory warranty. Since that exchange was not authorized I did not want the customer to be penalized through the warranty company so I suggested that she inform them that the holes were just discovered.again since they had notified the store within a week of delivery.)

March 20, 2007 The consumer filed a dispute with her credit card.

May 9, 2007 Parlin's received the dispute forms and responded that same day.

May 22, 2007 The dispuste made by the consumer through the credit card services was resolved. The consumers credit card was unable to stand behind her dispute as it is clear that the damage to the merchandise was caused by pets and not a manufacturing defect. Parlin's Furntiure did make every attempt to help this customer and went to bat for her numerous times.

June 21, 2007 Unsatisfied with the manufacturer, the furniture store and the credit card services this consumer disputed her purchase for a 2nd time.

June 27, 2007 Parlin's Furniture received the dispute form & promptly responded. With just reason the credit card services did NOT reverse their original finding. Parlin's Furniture was not at fault.

During the course of approximately a 30 day period (mid-February to mid-March) we at Parlin's Furniture exhausted all options to satisfy the concerns of this customer. Although microfibers are historically a very durable fabric, if a large dog jumps on it or a cat scratches at the fabric, it like any other fabric can be damaged. At no point did we representative this fabric in an unethical or misleading fashion. We can not control the environment in which our furniture is placed and damage caused by pets is not something we can prevent. This customer still has the option of turning in this claim under her Fabric Protection Warranty Plan & having the damaged parts replaced at no charge to her. Parlin's Furniture feels that this customer's expectation for fabric on furniture to be beyond what any fabric can perform. We have made every attempt to satisfy this customer's service claim to no avail.