My wife and I purchase oversized chair and two ottomans. Shortly thereafter, fabric started pilling. Retailer stated pilling was not considered a defect, but that they'd send someone to shave the furniture. Pilling returned. I forwarded a couple of abstracts written by textile industry experts that identify pilling as indeed a defect in the material. Meanwhile, we were informed that Deco-rest would replace the furniture, but at a cost of $700 to us. That's 35% more than we originally spent. We feel Deco-Rest is passing on the cost of replacing the defective furniture to us, rather than where that responsibility rests., i.e. -fabric supplier/manufacturer and/or furniture manufacturer. We are upset that we being forced to pay and will open a claim with the Ontario consumer protection ministry to help resolve this issue, as we feel our rights as consumers have been violated. In good faith, we purchased defect-free products and did not received that for which we paid. I think it's shameful for a manufacturer to saddle the consumer for costs related to replacing defective products.
Matt
Christina contacted us and Decor-Rest provided a solution that was fair and what we had hoped would be the outcome from the beginning. It seems that the retailer was not forthright in their transaction between us and the manufacturer, leading to this misunderstanding . We are now completely satisfied with the furniture and not only would purchase Decor-Rest in the future, but would recommend them to friends and family.
Matt
- Approximate cost of services:
- $2,000.00
- Company Response
Hello Mat: Sad to receive your note. Would you please email me, christina@decor-rest.com The retailer's name, model/style number and
fabric name. Upon your information, we will research immediately and
communicate with you. We apologize for all inconveniences. Decor-Rest is
a proud Canadian bench made upholstery manufacturer that stands behind the
product.