Please also see http://warwickfabricsshabby.blogspot.com/ if you are interested in faulty fabric, bonded fabric, warwick fabrics, peeling, cracking fabrics, faux leather and leave your support in a comment or email me.
This post has over 100 views in just 24 hours! I wonder how many people got here by googling "Warwick Fabrics" and "poor customer service"? "Being that customer service is arguably a company's most valuable asset" (David Thorne), I hope they will appreciate the attention and remedy their customer service issues.
Robin Green to w****
show details Mar 8
Hello W****,
I've had the fabric on my sofa inspected and tested independently. The company has requested that I provide them with the product specification for the Casa and Contempo fabrics so they can finalise their report. Can you please forward them to me?
regards
Robin
W**** H**** to me
show details Mar 9 (2 days ago)
Dear Robin,
Can you please clarify what product specification you are after.
Thank you.
W**** H****
Customer Claims Manager
Really is it that hard to work out? …ok then ….
Robin Green to W****
show details Mar 9 (2 days ago)
Dear W****,
I would like the same specifications and test results you have on your website for each fabric - for both the Lustrell Casa and Lustrell Contempo.
Thank you
Robin
W****H****to me
show details 11:15 AM (23 hours ago)
Dear Robin,
Lustrell Casa and Lustrell Contempo are discontinued products therefore we no longer have this information available.
However, we will try to collate together this information upon the request from the Tribunal.
Regards,
W**** H****
Customer Claims Manager
Are you sure about that W****? … Yes this is an outright lie – specs are easily available from Warwick Fabric Systems… ok I’ll try one more time …
Robin Green to W****
show details 12:55 PM (21 hours ago)
W****, I was able to get product specifications for the discontinued products over the phone in under a minute from Alex in the Melbourne Showroom and also from Amy and Ian in New Zealand just as quickly, so clearly this information is readily available. Is there someone else you can refer my request to if you are unable or unwilling to provide me with the specification without a "request for the Tribunal"?
Robin
show details 12:55 PM (21 hours ago)
W****, I was able to get product specifications for the discontinued products over the phone in under a minute from Alex in the Melbourne Showroom and also from Amy and Ian in New Zealand just as quickly, so clearly this information is readily available. Is there someone else you can refer my request to if you are unable or unwilling to provide me with the specification without a "request for the Tribunal"?
Robin
No specifications and no response to referral request!
W**** H**** to me
show details 3:52 PM (18 hours ago)
Dear Robin,
I am glad to hear that our showroom staff are able to provide you the information you require.
We have already reviewed your claim and our decision remain.
Continual communication via email will not resolve this matter.
We are comfortable with defending our case at small claims if you feel this action is appropriate.
Please note that this will be our final communication regarding this matter. Regards,
W****.
Customer Claims Manager
Still no specifications!
Robin Green to W****
show details 4:11 PM (18 hours ago)
Thanks once again W**** for being so helpful.
Where in my email did I ask for a review or for resolution of this matter? I asked for the "product specification for the Casa and Contempo fabrics" which are readily available on your system and could be sent to me with minimal effort. I require this information in writing to provide to the company testing the fabric.
Are you refusing to provide me with product specification for a product I purchased and currently own from Warwick Fabrics? No response at all!
Robin
Robin Green to Claims
Feb 7
UPDATE!
I received this charmer tonight!
show details 4:44 PM (5 hours ago) |
Dear Robin,
We are disappointed that this issue has escalated to this level.
We feel that we have been fair and reasonable in our assessment of your claim, considering we have recovered your suite twice to this date.
As stated previously, if you are not satisfied with the outcome thus far, we suggest you consult your local Small Claims Tribunal.
We are confident with our decision and hence, are happy to accept any resolution deemed fair by the Tribunal.
Kind Regards,
K**** B******
Customer Claims
Hmmmm... still missing the point Warwick Fabrics ... you recovered my sofa twice because you supplied me with faulty fabric which you admitted to....and hang on.... didn't I just simply ask for product specs? Why is Warwick Fabrics so afraid to supply me with the specs for something I own? How exactly did they determine that the fabric was not faulty without product specs, inspection or testing of the fabric?
(1) The sofa was recovered TWICE because of faulty fabric at great inconvenience to myself and my family. No response to this point
(2) The sofa has not been in use for close to six years as claimed. At the time of raising this issue it had been in use 4.5 years with the current fabric. No response to this point
(3) I originally purchased the sofa with a lifetime guarantee on the fabric.
(4) Every surface of the sofa is showing some signs of deterioration including the back of the sofa and tops of cushions, given these do not receive any daily wear and tear, I fail to understand how the fabric is not at fault. No response to this point
So in summary their letter was full of inaccuracies but they don't care.
Robin Green to claims
Feb 8
W****, I have been asked by my lawyer to obtain the following two points of clarification in writing from you:
(1) At no time did Warwick Fabrics offer to send a representative to inspect the sofa No response
(2) At no time have Warwick Fabrics asked how long the deterioration has existed on the sofa No response – (for your information fabric started to deteriorate within 3 years)
Can you please confirm in writing that the above two statements are true or have a legal representative from Warwick Fabrics do so? No response!
16 comments:
Warwick Fabrics... the "household name in shabby products and shabby service"
That is disgusting
Stella Green
Well it's certainly very frustrating! The Claims Manager also refused to give me contact details for anyone higher up and the same request for these details through their website went unanswered. So essentially I am being told that no further communication will happen with Claims or anyone else, how am I supposed to get any basic information about what I purchased?
Warwick Fabrics need to be taken to court. I will help pay for the fees. They need to take some responsibility for their product. Give me a ring.
Michelle Lehmann
Thanks Michelle! Legal proceedings are underway and am also dealing with Consumer Affairs, and also a couple of the consumer affairs blogs. The ridiculous thing is that I originally asked for just the cushions to be recovered which I offered to send them at my cost. It probably would have cost them a few hundred dollars, but now will cost a lot more. Will set up a fighting fund - lots of people have offered to help.
Robin
I would like you to know that I certainly understand your situation. I have had recent dealings with Warwick Fabrics in regards to the deterioration of our lustrell contempo fabric on chairs which were rarely used. They declined my claim and refused to make an inspection of the chairs in question. I am in the process of lodging a complaint with consumer affairs.
Regards
Warwick has been treating me the same way, My Lustrell covered lounge suite started to peel 2 years after I bought it.
I am currently in the process of trying to obtain as much information as possible regarding the break down of Warwick Contempo Lustrell. I have a VCAT hearing against Warwick in the coming weeks.I have had a total breakdown of the Warwick Contempo Lustrell on my lounge suite and the photos that I have seen here are identical to the problems I am encountering. I would greatly appreciate contact from any persons that can offer me information or advice so that I can present a strong case at my hearing. I have asked Warwick to inspect the problem but they have declined on several occasions and will not take any responsibility for an obviously faulty product. Ps: How can I leave my contact details so that information can be sent to me or if anybody needs information from me.
Hi all just let you all know the same thing happend to me with the exact fabric. They recovered it once and second time in the letter they said they will replace it again at no cost to me took my sofa then called me 2 days later and said I have to pay for the uppolstering I refused then they asked to pay half which was 1200 asked them to return it they took 2 weeks. Need to apply for vcat but would love to know the out come of yours. Its been very stressful and disappointing. I have 2 young kids with another once the way. So I would also like advice on the best way to go with this. Was even thinking of a current affair or today tonight to investigate and expose them.
Michelle De Bortoli
I also have the exact same problem, only they have point blank refused to recover our lounge, said that it was "normal wear and tear" after 3 years! I dont know anyone else who has bits of their lounge on them when they stand up! HELP! Was anyone successful in bringing them down? there are no dates on these posts so not sure how old they all are!
Lisa
Has anyone had any success at VCAT with this yet (1 Dec 2011). I have the same issue with 14 chairs covered in Lustrell and was about to submit a claim. Would love to know hwo anyone went against Warwickl. Their claims department seems to just hit repeat when responding to these claims.
Belinda/Charlie - have you had any luck against Warwick? I have a similar issue and just received the same brush off from their customer claims department
I live in France and we bought a Black leatheret Innovation futon called splitback 4 years ago. After year two we notice a little peeling on the edges, put by the end of year three it started to look a mess. Peeling all over!
The peeling started to get everwhere and so we also found them in our 20 month old sons mouth. To provent harm to our son, we covered it with a bed sheet. An ugly solution, but at least our son is safe from swalling this material.
We are in contact with the manufacture and they want us to go through the shop where we bought it. The two year guarantee is pasted and we had the worst customer experience ever at the shop in question.
I will keep you posted.
Innovation product look great, but at what cost to the consumer - price, annoyance and what about health?
We live is sad times where quality has given way to profit at all cost.
PC
I have had the same problem and are still fighting with Warwick to have my sofa recovered a THIRD time. Appalling customer service, blatant lies, blaming me for the breakdown of the fabric. Please let me know if anyone has any luck with this. It's disgusting practise!
I have had the same problem and are still fighting with Warwick to have my sofa recovered a THIRD time. Appalling customer service, blatant lies, blaming me for the breakdown of the fabric. Please let me know if anyone has any luck with this. It's disgusting practise!
I just recieved a letter from Warwicks saying they will NOT replace our faulty Lustrell Contempo fabric. It is peeling and bubbles. Our couch looks like it belongs in the tip.
The couch cost us $2000. for one and we have two of them. The other sofa is not used and is in good condition, so what will happen when someone actually sits on it?
You can tell the sofa has not been used much, the back cushions are still plump with filling and the seats don't have any indentations from wear, where people sit. How dare Warwicks not be accountable for their products. I am taking them to Small Claims Court. I know Warwick brothers who own this company are wealthy, I know they have a big garage full of luxury cars, no wonder, they rip all their customers off. Hey Warwicks, see you in court.
Warwicks claims dept are very frustrating.The claims dept person does not acknowledge my emails, I have to then email to make sure they have recieved my email. Then I recieve a rude email "thanking me for my 'repeated' emails." talk about rude. Some people shouldn't be in customer service. My sofa is falling to pieces because of Warwicks crap fabric and I have to put up with their rude staff ontop of it.
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