My complaint:
On October 25, 2017, we purchased a Best Home Furnishings Power Rocking Loveseat with Console from Mayberry Sons Furniture in Crossville, TN. The total cost of the unit was $1488.00. About 3 years later, we noticed severe cracking of one armrest and the console cover. Mayberry’s was notified but informed us that the unit came with a 1-year warranty, and they gave me (at no charge) a leather repair product which would probably stop the cracking, but not fix it. After living with this for over a year, we contacted Mayberry’s again and were told that our best approach was to contact Best Home furnishings, which we did. We submitted a formal complaint to them on December 9, 2021. Their response was almost immediate, but we were told that the product was not leather, but rather a material that looked like leather — but since the warranty was no longer valid, there was nothing they could do. So we attempted a DIY repair which proved to be futile.
My issue with Best Home furnishings is that the quality of the material used wasis very inferior given the price of the unit. It is not unreasonable to expect that a $1500 piece of furniture should last more than 3 to 4 years with no kids or pets in the house. And even though the official warranty was no longer valid, in a case where there is an obvious issue with the quality of materials used in construction, there should be some kind of remediation. And this was told to their customer service rep. Best Home Furnishings proudly boasts of having been Made in the USA. Evidently this makes no difference. Granted, it’s not their fault that the material was defective. But now it’s up to them to take a stand and make a statement that they stand behind their product. The reputation of this company is at stake. This piece of furniture is in our living room, and the damage is evident to anyone who enters — and it’s getting worse.
Unfortunately, as a result of this experience, I cannot suggest that anyone should ever waste money on a purchase from this company.
Suggested solution:
Resolution could take many forms, and we are open to any suggestions. Some possibilities might be to send a professional out to fix the problem. If thats not possible or cost-effective, another suggestion might be to offer to replace the product at manufacturers cost, including shipping and handling.
