Charlie Hey

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.

The short story - I have extensive deterioration on my sofa covered in Warwick Fabrics Lustrell Contempo which began within 3 years of purchase. Warwick Fabrics have refused to send someone to inspect the fabric and they have stated they do have any product specification or test results available for this product and yet … Warwick Fabrics have stated the deterioration is not the cause of manufacturing fault, nor is it the cause of not following usage and care instructions…. If they haven't seen the fabric or have any information about it in their systems how do they know what the problem is??? See a few of their emails below as I try to get information from Warwick Fabrics the “household name in innovation, quality and service”

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

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!

Claims

to me

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?

Thank you for your letter of 2/2/11 regarding the claim in regards to deterioration of the Lustrell fabric. I'd like to clarify a couple of points made in your letter:

(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!