James Stewart Furniture

Thank you for your review. We are sorry to hear you are disappointed. Your complaint was processed with impartiality and thoroughly reviewed. If this was a manufacturing fault, your warranty would have been enacted immediately. We'd like to clarify some important points about leather care and our warranty coverage. Your sofa features premium aniline leather with a natural wax oil finish. As outlined in our care instructions provided with your sofa, this type of leather should only be cleaned sparingly using products specifically recommended for aniline leather - never with shampoo or water-based cleaners, as these strip the natural oils and protective wax finish. Proper care involves frequent conditioning with appropriate leather conditioners to maintain the natural oils, but cleaning only when necessary. Wiping down your sofa with a soft cloth and following with conditioning treatment is recommended. Our 2-year leather warranty is industry standard and covers manufacturing defects, not damage resulting from improper care. The deterioration shown in your photos is consistent with damage from frequent shampooing, which unfortunately voids any warranty coverage.

Best regards, James Stewart Furniture

No, as per our prior communication regarding the leather, I purchased and followed the leather care instructions given to me by James Stewart Furniture. James Stewart Furniture customer service was terrible and rude. I thought I was purchasing a high quality product however the product definitely did not live up to the expectation. My sister purchased the same lounges a year after my purchase and the leather is all torn on hers as well.

Dear Customer, Thank you for your review. We have thoroughly reviewed your case, which was previously assessed by our certified leather technicians. Our technical assessment confirmed that the leather damage was caused by improper care methods, specifically the use of shampooing products, which directly contravenes our care instructions and voids warranty coverage. This determination was made following our standard evaluation process based on the evidence provided. Your statement that you "followed the leather care instructions" is inconsistent with your admission during the assessment process that shampooing was used on the furniture. Our care instructions explicitly advise against such cleaning methods as they damage the leather's protective finish. Regarding your mention of similar issues with your sister's furniture purchased a year after yours, we have conducted a thorough review of our records for that period and are unable to find a report or claim that would align with any reports of leather quality issues to support this assertion. Our warranty assessment process is thorough, fair, and conducted by qualified technicians. The determination in your case was based on clear evidence of care practices that fall outside our warranty coverage. We take all accusations regarding product quality seriously and are committed to addressing legitimate concerns through proper channels. We welcome you or your sister to contact us directly, where we can verify your purchase details, investigate specific concerns, and provide an accountable resolution. Best regards, James Stewart Furniture Customer Service Team