ComplaintsforHamilton's Sofa Gallery

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased sectional sofa on 8/8/21 and was told it would be delivered by end of the year. Finally it was delivered on 2/24/22 but the quality of the furniture was really bad, I informed store and sent pictures with details. Their technicians was dispatched after I had make few phone calls to get date and time of inspection. Technician made some adjustment and acknowledged issue with the furniture (I have another sofa at home that is 6 years old and is in better shape than the one that was delivered on 2/17/22). Hamilton's sofa is asking me to reselect another furniture and wait probably another 6 plus months for delivery. She stated that there is cancelation fee 20-25% which I don't want to pay. What I'm asking is to help me get my money back. If needed, I can provide all emails that I exchanged with Hamilton's sofa and their responses for first getting furniture finally delivered, second I can provide pictures of the furniture shape it was delivered on 2/24/22.Pictures (2/24/22) are from deliver date. Pictures (AfterAjdustment) are 3/3/22.Since this product wasn't ready in January, I feel that manufacturing company rushed this job and didn't do any quality control on this product. Please help me in getting full refund. Thank you.

  Business response

  03/23/2022

  Complaint # ******** (*********************)
  
  ****************,
  ************** was delivered a sectional made by ******* furniture on 2/24/22.
  Before the delivery of **. *****'s sectional he called us multiple times demanding we give him a refund because he claimed that his furniture was late. His furniture was not late but even if it were our sales order contract clearly states that all of our delivery times are approximate.
  Since ************** had complained about the amount time it was taking to get his furniture, we made sure his salesperson (Chantilly Store Manager Marina G****************) was in direct contact with him providing him with regular updates on the status of his order. As any reasonable person would acknowledge there have been many issues with freight, logistics, and manufacturing delays the last few years because of COVID. Even with all these issues ************** was delivered within his estimated time window.
  After ************** received his sectional, he called in to complain about it. Because of this we sent an independent factory authorized furniture technician (***********************) to inspect his furniture. Upon inspecting the furniture ************** found that the sectional pieces had not been properly locked together by the original delivery crew. ************** corrected this very simple issue and made another minor adjustment. According to ************** ************* was still adamant that he did not want the sectional. We are responsible to deliver furniture that is up to manufacturer's specifications to all of our customers. If there are any minor issues we have the right to repair them. In this case there was not any real issue with **. ****** sectional other than it was not hooked together correctly. Per ************** when he left the piece was up to manufacturer specifications. That should have been the end of our interaction with ************** but it was not.
  According to ************** ************** was not happy that he had not agreed with him about the furniture being defective. ************** has stated that ************** wanted to argue with him about the quality of the furniture and continued to message him after he left Mr. ****** home. I would like to remind everyone that ************** does not work for Hamiltons and is an independent contractor. He has no interest in being dishonest about the condition of a customers furniture. If anything, ************** would benefit if there was an issue with **. ****** furniture because he would be paid to fix it.
  **. ****** furniture is up to factory standards and is the same quality as the store model he sat on before custom ordering his own. For whatever reason ************** has been trying to cancel his furniture since before it was delivered. Our contract clearly states that custom orders are not cancelable. Our contract also says that in the even of minor damage to a piece of furniture Hamiltons has the right to repair that damage to bring a piece up to factory standards.
  After everything ************** was still demanding a refund and making unsubstantiated claims about the furniture he received. Because we value all of our customers, we decided to make ************** an offer above and beyond what our mutually binding, signed contract legally obliges us to do.
  We offered ************** the opportunity to have a full store credit (minus delivery and pickup fees) to select new furniture from our store or to return the sectional with a restocking fee of 25%. ************** refused both of these more than fair offers. We have tried to work with ************** but he is being unreasonable. Even though ************** is being unreasonable we are still willing to offer those two options.
  Attached you will find:
  **. ****** singed special order invoice with terms of sale.
  ********** report, written after inspection.
  Photos of **. ****** beautiful sectional which is free of defect.
  
  Thanks much,
  Alexander F*******
  Hamilton  Sofa and Leather Gallery.

  Business response

  04/22/2022

  ****************,

  ************** has been given his options multiple times.

  His options are also outlined in my first response to his complaint with the BBB.

  Best,

  Alexander F*******
  Hamilton Sofa Gallery

  Customer response

  05/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As I stated before this is not fair and acceptable offer, 

  "We offered ************** the opportunity to have a full store credit (minus delivery and pickup fees) to select new furniture from our store or to return the sectional with a restocking fee of 25%. ************** refused both of these more than fair offers. We have tried to work with ************** but he is being unreasonable. Even though ************** is being unreasonable we are still willing to offer those two options."

  I could understand restocking fee if I changed my mind because, I didn't like style or color but there is visible quality issue with this furniture.

  I wrote in my last respond what's acceptable to me.

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

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