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Gerdt Furniture / Cochrane / Very poor customer service!

1 United States Review updated:

This was sent to Cochrane:

We purchased a sofa, two love seats, and ottoman in April-2005 that was special order through Gerdt Furniture in Indianapolis, Indiana . The furniture was delivered to us on 22 June 2005. After only one month of delivery, we noticed the fabric was starting to fray in some locations. In attempt to limit the fraying, we restricted wear of certain clothing on the furniture that have rivets and buttons. In the coming months, the fraying continued and increased not only on the seating cushions but all over the furniture. We reported the defect in fabric to Gerdt furniture last summer at which time cushions were brought into the Gerdt warehouse for inspection. At that time they scheduled an appointment to come out and take pictures of all the pieces. Within a few weeks after taking pictures a return message was left on a voice mail stating the decision made was "normal wear and tear" of the fabric. Now, after another 6 months the fabric continues to fray and we are stuck with furniture that cost over $3,000 and looks to be worn out. This is not "normal wear and tear" from the consumer, it is an obvious defect in the fabric. We have another sofa purchased from Martin Fine Furniture that is nearly ten years old and the fabric is in great condition. Once again we have been in contact with David Gerdt at Gerdt Furniture, who directed us to contact Cochrane Furniture with a formal complaint via email. Two cushions were left and sent to you for inspection, one with remarkable fraying and one starting to fray. We wanted Cochrane to test the quality of the fabric to prove the durability is lacking. Now, one year and a half after purchase we have been told we are way beyond our warranty period. The first attempt to have this resolved was made last summer, which was one year and 5 days after delivery. When the cushions were brought into Gerdit Warehouse for inspection last summer it was obvious that the damage occurred during the warranty period. We are displeased with our purchase due to the fabric, and we want Cochrane to stand by its product and at the very least reupholster the furniture.

This is the respond we got:

I apologize it has taken me longer than normal to get back in touch with you. I received photos from David Gerdt on 3/22/07 of your casings you sent to him for testing. We were never sent these for testing.

David explained a fabric treatment by Guardsman had been applied to your fabric when it was purchased. Our dealers are aware an after market treatment voids our fabric warranty.

You will need to go back to Gerdt Furn. or guardsman about this fabric problem. Our warranty in our price book states : Cochrane's warranty does not cover fabric protectors that have not been applied by the fabric manufacturer, sine they cause latex deterioration, seam slippage, discoloration, and can damage filling materials. Once this is applied to any Cochrane fabric it voids our fabric warranty.

I apologize that you are having problems with your fabric. Cochrane does stand behind its product. However, this is in our warranty and we do not take responsibility for any after market treatment to the fabric.

Please contact Gerdt Furn or Guardsman concerning this problem.

Gerdt Furniture or Cochrane have no interest in retaining customers. It's never been resolved.

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  • De
      27th of Dec, 2007
    0 Votes

    Did Gerdt apply the fabric protection? If so, you should NOT have let this go. Gerdt should stand behind the product they sell, but they do not. I've seen that firsthand myself.

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