THE LUXURY OF LEATHER

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We bought a leather sectional from the Leather Center 20 years ago. We learned that the same manufacturing team that supported the Leather Center was now associated with the Luxury of Leather, therefore we had high expectations for our replacement sectional. We visited the showroom at Park and 75 on several occasions and always obtained excellent customer service. The sales team allowed us to bring home a few leather samples to assure the color would work. We decide on a sectional style and leather grade/ color. The ordering and delivery process went smoothly. Delivery was very timely. The negative is the quality. The sectional sits in the middle of the room and the back is exposed. Quality of the back is very important since it is visible. The leather on the back has not been installed properly. Instead of being taught it is sagging and wrinkled. The silver metal clips that hold the pieces of the sectional together (at the bottom) show because the pieces are not flush. We did not report this to the store because after reading the reviews of unsatisfactory repairs we decided that if this is the quality inspectors allowable acceptance criteria, then having it reworked doesn't guarantee it will be any better. Also, sending it back could make it worse or damage something else - which was a huge deterrent. Finally, we did not want to be without furniture for an unknown amount of time. I am not sure of the alternatives available for custom leather furniture, but it may be worth investigating.

After searching for a new leather sofa, we discovered Luxury of Leather (their Southlake branch), and were impressed with the options available, the fact that they were locally made, and that the prices seemed fair. We placed an order on 10/29 and signed up for the option to preview and OK the leather that would go into the construction of our sofa. The salesman checked the leather inventory, found that our leather was on order and reported that plenty would be available for us to see by Monday 11/1. He promised that we would get to see the leather no later than 11/3. The invoice stated that construction of the new sofa would be completed by 11/11. We mistakenly paid for the sofa in full when placing the order. There was no leather that week, nor has there been any as of this date (12/6), despite repeated promises to the contrary. Communications on our order were always initiated by us, rather than follow-up by the salesman, who knew we were concerned. There was no attempt by the salesman to offer alternatives or options when we expressed concern about our order. In fact, what was said when we called became more and more nconsistent and therefore unbelieveable. Because we were concerned about the continued financial viability of the company and their ability to actually deliver a sofa at all, and the fact that they had our money (over $1300), we decided we had made a big mistake in ordering from them. We requested a refund and were initially given a run around on why it was not possible. We kept demanding the return of our money and were finally given a credit card refund (we hope), but we had to return to the store to sign the receipt.

The entire shopping experience was pleasant.

A very good experience. The delivery people gave us a one hour time frame and they were at the beginning of that hour. Our salesperson, Steve, was extremely helpful as well.

Lyn facilitated the delivery. They arrived on time and the furniture was exactly as we ordered.