FigStores

First, I would like to start by saying, this is how this customer has been the entire time since delivery. Very hard to speak with her in regards to her order. She only screams or yells at us when we are trying to talk with her and calls us names as you can see from reading above. Customer simply does not like the color of the chair that she ordered. It’s a custom ordered chair. The feet came in a Dark Pecan color and we have since ordered the correct Riverloom finish feet to be replaced as well as the manufacturer is sending a replacement back cover to replace the small defect on the back of the chair. The customer is stating that she doesn’t want a “repaired” chair. The back is not repaired, its replaced. Same way the manufacturer builds them in the factory. The feet are not something that constitute a return. They can simply be switched out in 10 minutes by a qualified Furniture Technician. We have been very reasonable with this customer and have responded to every request. We did fight back and forth with the manufacturer for her over a string of emails, even putting our dealer account in jeopardy, but ultimately, the manufacturer said, “I have checked with the factory and they will send a complete new back, but as far as the coloring of the cover it is a man-made polyurethane so it is what it is. If you look at the swatch you can see there is the light and dark coloration, I think it is more that it is not real leather that she is not happy with, and we are willing to ship a new back.” The customer was never sold a real leather even though it was something that was offered to her and she decided against. She was sold “Elements QC” which is a man-made bonded leather material. We have gone outside are policy and offered the customer the ability to return the order if she would like but would have to pay for the shipping fee’s and restocking fees. We have been trying to work with the customer but ultimately, there is no reason for the customer to personally attack an employee who she knows nothing about and company that she knows nothing about. Just because we are a Faith Based company does not mean that we should be taken advantage of or that we just give in to every single request. Sad that that would even be brought up as it has nothing to do with a chair that the customer said above that she does not like due to the color she picked. Thank you