American Leather/Scan Design headache
As part of a larger order, several months ago dh & I bought 4 American Leather recliners. Upon delivery, I noticed several scuffs and scratches, including what appeared to be a knife cut in one seat, plus some dinged legs. Instead of ordering a new seat cushion, the retailer (Scandinavian Design Gallery) said I'd have to wait (a month) for a "leather technician" to come from another state to repair it & the other problems. The guy finally came, took forever and did an awful job - which he admitted. He said that the light was poor (by the time he showed up it was after dark) and he failed to match the color. I was surprised (naive me) that American Leather doesn't supply authorized repairmen with accurate color dyes. Instead, he mixed his own paint - not dye - and the sprayed it on the leather. Not only did he fail to match the color, I later discovered that he oversprayed the paint onto our hardwood floors (in a brand new house.) We went back and forth w/ Scan Design's manager who finally ordered a new seat cushion. When the chair was redelivered, the new cushion had diagonal ripples across its front edge and am attempt to correct the color on the seat back had failed. Both Scan Design & American Leather refuse to do anything about it, claiming it's not that bad/acceptable. American Leather based its refusal on a photograph sent by Scandinavian Design Gallery, not a physical inspection. So what we're left with is four "new" leather recliners that have all been spray painted in spots to cover damage, and one that has a poorly made seat cushion. Due to the chronic difficulties in contacting the Scan Design manager (who's often out of the store & never authorizes anyone to act on her behalf), it's been approx. 5 months since we placed the order (which had to be prepaid) so we don't even have any recourse through our bank/credit card issuer. I'm not sure what action we will take next - at the very least we need to file complaints with the BBB so that potential customers who check them out will be forwarned.
At this point would you accept the chairs or continue to insist that American Leather do (what we think would be) the right thing & replace them?