leathergroups.com Lost my sofa and will not return calls , Internet

General Response:

We take our customers trust in us very seriously, and communicate promptly with customers.

Each order is very important, and in this instance, we've been in touch with this customer every step of the way.  While we can understand frustration when things don't go perfectly, it is strange to see a complaint of this nature when we've been communicating with a customer every step of the way, in every way possible.

Nevertheless, it's important to us that we work hard to help our customers have the best experience possible, and to always try to understand the customer perspective:

Specific Response to Customer:

Frank, we apologize that the manufacturer (Lane Furniture) shipped your custom ordered loveseat and ottoman prior to releasing the sofa that was purchased as a part of your set but we're glad you're receiving your new furniture today.

The product you ordered advertises an estimated production time at roughly 3-4 weeks, with the white glove delivery turnaround being approximately 2 weeks after that.

We first received communication from you for status, to which we promptly responded to you with the production expectation and additional details about how the white glove delivery process works. You were unaware there was any production time, although it is plainly described on the product page, in our shipping information pages (in several areas) and outlined in the terms we display at LeatherGroups.com. We re-explained the timing and processes to you, and you understood, and thanked us. We also provided you with the contact/tracking information for the white glove carrier explaining that they will perform the scheduling directly with you based on their routing and delivery operations.

We received notice your Lane order was finished and ready to ship, scheduled our white glove provider to pickup the order, and after the pickup, we were notified that the sofa did not make the shipment, and that Lane would be shipping it the following week.

We notified you promptly, and scheduled for Sun Delivery to pickup the missing piece ASAP to combine with the other pieces for delivery to you, which is occurring today.

We have an customer support ticket that we've been communicating through with you every step of the way, and I personally have spoken with you about the order several times.

We would never put customers in the position of having to wonder if the would receive product, or their money if product was not available. Since 2002, we've developed great relationships with thousands of customers nationwide, and we're well established with references and a track record to prove that we do not operate that way.

We care a lot about our customers, and serve them as we would family and friends. We've treated you with that same respect every step of the way, and have never failed to communicate with you directly any time that you've reached out to us. I do understand you're frustrated and it does matter to us, which is why would work hard to help our customers.

I'm sorry for the frustration with Lane shipping your special order sofa after the loveseat and ottoman, but I am glad we were able to get the order combined for delivery to you.

Customer Care Team
LeatherGroups.com
1.877.888.7632