Public Mediation

Home Beautiful Decor-Dispute-#1843205

M. S. vs. Home Beautiful Decor
513 W. Kearney #200, Mesquite, Texas, 75149, United States
Amount Involved: $1,000.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1843205
    • Amount Involved: 1,000.00
    • Filed On: Jul 22, 2012
    • Posted On: Aug 02, 2012
    • Complaint(s):
      • Bad business practices
      • Problem with a product
      • Customer service runarounds
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I purchased a love seat and ottoman from Home Beautiful Decor approx. 1 yr. ago and my purchase was financed through Progressive Finance Co. About 3 months after I bought the furniture, black threads started popping out from the fabric. I called the store and talked to "Tisha". She told me this was natural and to just cut the threads off. I did that, but more threads kept popping out. I called Tisha back again and this time she said that my cat probably did it. My cat has been declawed. She then agreed to send someone out to take a picture of the loveseat and when she had the pictures they would replace the cushions. The threads are also coming out of the back of the sofa and the ottoman. I keep getting the run-around every time I call to see when I will get replacements. However, the material will still be the same and it is terribly cheap fabric. I have paid over $1,000.00 for this set. I also was never advised that there was never any kind of warranty. I want my money back as I am 72 years old and retired and will never have the money to buy another loveseat again. It has taken me a year to pay sopmething off that is falling apart. I want a refund from the store. Please help me. I have had several people look at the furniture and they have said that they have never seen such terrible furniture - especially furniture that cost over $1,000.00

Thank you so much for your consideration and I hope you can help."
...
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Additional Communication Between Claimant and Home Beautiful Decor Hide
  • Aug 03, 2012, Home Beautiful Decor (responding party) added:

  • We have been in business many years due to the fact that we treat our customers with respect, offer great customer service and top of the line quality furnishings at great savings! We understand that one customer is very important to our growing business and that is why we make every attempt to resolve any issues if they ever arise to our customer's satisfaction. We never attempt to rip off any customers, because we understand that in this economy every dollar is important.

    Ms. Smith contacted our store about a year ago and purchased a higher-end loveseat & ottoman made of chenille fabric (not a pet friendly fabric). When we delivered the furniture she was happy and signed off on the paperwork stating that the sale was final and did not purchase an extended warranty. So, because we do believe in great customer service, when Ms. Smith again contacted us stating there was an issue we sent out a furniture repair technician. Even after receiving the technician's report stating that the problem was not a manufacturer's defect. We were still making an honest attempt to resolve the issue through the manufacturer and at least get the cushions exchanged.

    When we originally sent out the independent repair technician (that does the repairs for many furniture stores in this area and has many years of experience) to repair the pulls in the fabric he stated he was unable to repair the numerous pulls in the fabric. Per the tech, this was not normal wear and tear and that there were too many pulls in the fabric due to the fact that the animals in the house ran freely on this chenille fabric and were more than likely the reason behind the pulled strings in the fabric. Unfortunately, many manufacturers after receiving reports like that will not replace a piece of furniture.

    Even though this was by no means a defect in the product we were still attempting to help with some form of resolution for Ms. Smith. Chenille is just not a pet friendly fabric. We have the pictures and the technician's report for our records and readily available for view. We were in no way giving Ms. Smith the runaround we were working on escalating the issue with the manufacturer. But, because this was not a manufacturer/product defect the issue was going through the chain of command.

    Thank you,
    HBD

  • Aug 04, 2012, Claiming party added:

  • This furniture was not damaged by my pets. If you really believed that you would not have offered to replace the cushions. I have had several people look at the loveseat asnd they all say that the fabric is terrible. There are LONG BLACK THREADS (not tears by teeth from an animal) coming out all over the loveseat and ottoman. Any professional furniture dealer would agree and I aill be very happy to show an unbiased person should he want to see it. I am a senior citizen and i t has taken me one year at $198.00 a mont h to pay this off. I am so embarrased for anyone to see it. All I want is my money back so I can buy something good.
    It is terrible to sell someone something like this - especially someone that cannot affoerd to buy another pieece of furniture.

What Claimant Wants Hide
1. Refund: Example: Purchase price + shipping Aug 06, 2012 $1,000.00
2. Other – Copy claim to regulators Aug 06, 2012 $14.95
3. Other – Pay for claim posting cost Aug 06, 2012 $7.95
Cash total : $1,022.90
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Home Beautiful Decor. This claim will remain posted until resolved
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