ComplaintsforCalico Corners

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is for failure to respond to multiple polite attempts (in person, by email, and by phone) to resolve a warranty issue. On Saturday, Jan. 29, 2022, I visited the Calico store in Alexandria to request warranty support for failing premium springdown cushions on one piece of a sectional, order #********, March 30, 2016 . Associate, Kathy, asked me to email the store with details on the problem as the manager was gone for the day. I followed up by email on Feb. 8, 2022 with a copy of the purchase receipt and photos to illustrate the issue--a large gap between cushions and we fall between them when we sit on only this one custom piece of the set. I received no reply to my email. So, I returned to the store in late February and the manager again was not available. The other associates said they couldn't assist without the manager but they took a message with my details on the note pad with carbon copies by the phone. Two weeks later when I got no reply, I called again; the store manager got on the phone and wished me a Happy St. Patrick's Day which was irritating with the ongoing delays. I politely asked if she could pull up my email from February to schedule needed service on my furniture. She assured me she saw the email and would have someone contact me to come to the house to inspect the failing cushions. Still, no call. In April 2022, I again returned to the store and was told the manager was on vacation. I left a message again at the store because the associates said they couldn't schedule the visit the manager promised to me by phone without her present. I waited over another month and phoned again. Associate, Kathy, who I had spoken with multiple times, remembered me and said the manager would have to call me back. I received no return call. I called again in June and politely voiced my frustration at their unwillingness to honor the product warranty, which cost me a premium. I left a message with their corporate office-no reply. Please help.

  Business response

  10/13/2022

  October 11, 2022 
  

  Dear *** *******, 
  

  This is to confirm receipt of complaint ID #******** submitted by *** ***. Below is our response to the complaint. 
  

  Upon review of the complaint filed by *** ***, Calico has been notified that one of our upholsterers had previously attempted to reach *** *** to which they had not received a response. 
  Calico will be sending *** *** a certified letter indicating that she will have 60 days from the date of the letter to contact the Old Town Store Manager, Kisha K************ to schedule an in-home appointment. This will be a mutually-agreed upon appointment with *** ***, Ms. K************ and a Calico upholsterer to inspect the cushions and have them fixed at Calico's expense. 
  

  Calico apologizes that this has not been resolved in a timely manner; however, we will accommodate the request to correct the cushions. 
  

  Please contact me directly if you have any further questions. 
  

  Sincerely, 
  Michelle M***** 
  Calico Store Operations
  

  Customer response

  10/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I look forward to receiving the certified letter inviting me to contact the store manager for an appointment to inspect the cushions. However, I must be absolutely clear that I dispute ever being contacted by an upholsterer to set an appointment.  I received no such call.  

  
  

  Regards,
  
  *************
  

*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. ↩