Complaint Review: Kanes Furniture - Melbourne Florida

Alot of the time consumers only listen to half of what is said. I believe that all the gentleman heard was warranty and did not listen to anything else or, read the warranty card/paperwork that was given to him. I know several that have used the warranties and have not had a problem.

Consumer purchased a reclining sofa and matching chair on November 22, 2004. The pieces were successfully delivered to the residence on December 2, 2004. On May 17, 2005 our Melbourne store location received a call from the customer reporting that the reclining sofa was leaning on one side and they were concerned that the frame was broken. A service technician was dispatched to the residence on June 4, 2005 and according to his report the reclining sofa was not broken or defective. He reported that on the reclining sofa there are separate sections that are all bolted to a flat rectangular frame. Each section moves independently from other sections. It is normal for the end sections to move back & forth at the top if you grab it and move it from side to side because they are only connected at the bottom. Our service technician inspected the bolts to all the sections to ensure they were tight and confirmed that the end sections were not leaning. He also reported that if you were to look at the gaps in the back of the sectional it would have the appearance that the end sections were leaning when they really were not. Our records indicate that on June 22, 2004 our Assistance Store Manager at the time had placed a call to the customer informing them that no manufacturing defects were detected. We offered the customer a second service appointment as a courtesy to add shims to the reclining sofa to lessen the appearance of leaning. The customer did not schedule any appointments at this point in time. We did not hear back from the customer until our Melbourne Store Manager received a certified letter on September 2, 2005. Our records indicate that she had left a voice message at the phone number we had on record on September 1st and then again on September 2, 2005. Approximately on September 12, 2005 we still had not received a response from the consumer regarding this matter. Therefore, our Melbourne Store Manager had sent them a letter requesting a return call to further discuss resolution options. We received a return call from the customer on September 20, 2005 and we offered to have a second service technician visit the home to adjust the sofa to their satisfaction and if the merchandise couldn't be adjusted we would allow the customer the opportunity to return the pieces and reselect something else. A different service technician was dispatched to the residence on September 23, 2005. According to his report he was unable to adjust the reclining sofa to the customer's satisfaction therefore the customer was able to reselect something else. On September 29, 2005 the customer returned to our Melbourne store location and purchased different merchandise which was delivered to the residence on October 22, 2005 & November 1, 2005. Thank you for allowing me the opportunity to state our position regarding this matter. Kindest Regards, Shannon L. McCarty Corporate Customer Service Manager