I purchased leather furniture (chaise and chair) from raymour and flanigan with the assurance from the sales team that this furniture should last me 15-20 years. That was 2006.
I should mention that this is a part time home for me and i am the sole occupant. Meaning i am here only a few days per week and barely use the furniture. Also, i believe there are few ppl who are tidier or cleaner than i am. I've been told this my entire life.
During the first year, the surface color of the furniture was coming off on my clothing. I called in only to be told that it was normal with new leather. I was told to wait a while and clean with leather cleaner, which i did.
Six months or so later, i was still experiencing the same problem, so phoned in again. This time r&f agreed to send a "courtesy" tech to examine the furniture.
The tech determined that the surface was "unstable" and both pieces had to be resurfaced.
R&f scheduled a time to resurface. The tech worked a long time on each of the pieces. When he was finished, they were darker where he worked on them, but not objectionable in my opinion. He told me to be very careful and not to use any cleaning products on the furniture for six months to a year. He said to only wipe them lightly with a damp cloth.
I followed directions exactly.
Since the "repair, " the furniture is still not right. The surface is "unstable" and comes off on my clothing, particularly on certain fabrics such as cotton. Therefore, i have many, many ruined cotton garments and fabrics.
Also, there is an alpaca throw folded and placed over the back of the chair. Whenever i use the throw, which was new at the time of purchase of the furniture, the fibers stick to the chair. Hence the alpaca throw is no longer "like new, " but has barely been used.
I've been in contact with the r&f store where i purchased the furniture, with the sales people, with their customer service, and now with their corporate offices. After many years of speaking with customer service and getting no where, i contacted corporate. So far, they've given me store credit for the chaise, but nothing for the chair.
My contention is that they knew the surface of the furniture was "unstable" and unfit (better than i did, since it's their business to know) for use, but did nothing until i pursued and pursued.
This is not right.
Both pieces should have been replaced under warranty a long time ago.
They've now replaced the chaise with a chair, but that only makes me half way happy and not at all pleased that it's taken me sooo long, sooo many phone calls, sooo many photos sent, etc to get them to take any action at all.
I want both pieces replaced immediately. Replacing one does not fix the other.
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