I am the GM at Sofas & More. We are a family owned business that has been serving the Knoxville area with Quality home furnishings and mattresses for the last 17 years. This family purchased a quality brand of motion furniture on Jan 18, 2011. We received a work order for repair on May 18, 2011. We repaired the furniture mechanisms and seats on her sectional to brand new condition in her home. In Sep 2011 we again get a service order for repair on the same sectional. When the husband called he spoke with the customer service representative and the call was interuptted. When he called back he agreed that it was not anyone's fault. We would never hang up on a customer for any reason. The following week we sent out a crew to take photos of the unit to send to the manufacturer because all warranties on furniture are from the manufacturer and not the retailer. That is the same no matter which retailer you choose to purchase from, but we always try to go above and beyond for all of our customers. We do not process refunds after a product has been in a home for a length of time. We have worked with the manufacturer again on this case and they are sending complete replacements for the units. We again are sending a crew to the home to do the repairs. The family did purchase an extended warranty and it was a great purchase because after one year the labor is not included in the manufacturers warranty. We carry an "A" rating with the BBB because we appreciate our customers business and want to ensure they have many years of use out of a new purchase. The family did file a claim with the BBB but the bureau did in fact decide we were working hard to do the customer dilligence. I am suprised that the complaint has reached a public forum after we have tried our best to make these customers happy.
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