Due to poor quality & wear of a couch and chair I purchased, I contacted Old Brick Furniture (OBF). The cushions are out of shape & sag, the fabric faded in a room that doesn't get direct sunlight. The skirts have a permanent whitish line running through where the frame ends. The Staples holding the chair together come out, a potentially serious problem for my 15-month-old daughter!
My first complaint to OBF was on 5/4/05. It would have been sooner but I had abdominal surgery, got married, and had a baby! I spoke to Mimi at the OBF service department who scheduled the upholsterer, Bob, to come 5/18 to put in new cushions and evaluate overall. Bob was totally unprofessional & said the fabric warrantee was done; there is nothing I can do. I called service manager Paul and told him this.
On 8/31 I called Paul & said the replacement cushions didn't hold up & staples are coming out of the chair. He said OBF was not responsible for regular wear and tear of the furniture. He said I should contact Craftmaster, but OBF could fix the staples. I didnt want Bob back, but it was him or nothing.
On 9/16 Bob fixed some staples on the chair, nothing else. I signed the paperwork & noticed a note stating how unhappy I was with him last time. No wonder he was unpleasant again! I called Paul, about feeling embarrassed signing the paperwork, but he explained that he has to write & remind Bob to be professional. Paul told me my issue had to go through Craftmaster so I contacted them. They said I had to deal with the store.
I emailed pictures to Paul on 9/21, who sent them to Craftmaster. I called Paul again on 10/11 about the situation. He said he didn't hear anything and that I should call the Craftmaster again. Paul said he could have Bob come over and fix the staples. Am I supposed to have this man in my house every few months? That is not acceptable.
Old Brick should know what they are selling and stand behind their products. Worst of all is the danger of the chair.
Susan
Albany, New York
U.S.A.
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