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1.0

Purchased a leather sofa and reclining chair from locally owned furniture store - total spend $2400.00. The leather furniture was Craftmasters "Encore" line.

The salesman told us this was Craftmasters 'high end' line. Biggest selling point was that it is made in the USA. Within 1 year, the color on the leather sofa began change from deep brown to orange on the arm rest and head rest where my husband usually sits. We took pictures and went back to our locally owned furniture store to see what could be done.

The response we received was - oh this is from "hair care products ....I'm sorry there is nothing we can do". When I explained that my husband was bald- the response was "oh". Our local furniture store reached out to Amy and Lance at Craftmaster to see what they could do to help with this problem. We NEVER heard from Lance, the mystery man - I don't think he exists.

It took 3 months for Amy to respond! Her response " nothing we can do as this is caused by hair care products". Once she was told that my husband is bald she said she would send out a "leather expert". Two months later this guy shows up and says the problem was how the leather was dyed and that he would send in a report to Craftmaster.

Two months after that visit from the leather expert, we still did not receive a response from Craftmaster. So now it's 7 months from the time we initially notified the store of the problem. The next two months icluded another visit from a different leather expert sent to us from Craftmaster. Final report: now your furniture is 2 years old - problems you are having is from normal wear and tear, sorry we can't help you.

Convenient for Craftmaster don't you think?! They dragged this out 9 long months to avoid taking responsibility for their product. So now we are stuck with furniture that looks like we picked it up on the side of the road.

Craftmaster does not stand behind the product that is supposedly made in the USA. Lousy customer service - no pride in their product - shameful.

Reason of review: Poor customer service.

Monetary Loss: $2400.

Preferred solution: Let the company propose a solution.

Craftmaster Furniture Cons: Quality, Customer service and leather color quality.

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Guest

I'm in the market for a top grain leather sectional and was considering Craftmaster L9 series for $6700, but I best look elsewhere because this company obviously is no longer a quality maker of furniture and do not stand behind their product. I will let Foti know I will keep looking and return their swatches.

Craftmaster needs to do better, especially a company in the USA. it looks like we are better dealing with other countries furniture.

Guest

i was considering a purchase do not think so now

Guest

You will get this with several types of leather. It happens on all manufactures due to hair products or the wrong type of leather cleaners. I have over 30 yrs in leather manufacturing.

Guest

wow, thanks for taking the time to explain what you went through. I was about to purchase Craftmaster sofas.

Guest
reply icon Replying to comment of Guest-1732126

Sorry. I am about ready to order a leather sofa. Maybe not.

Guest

I was looking at the Cindy Crawford Novos line...bad reviews. *** customer service, *** quality - they are shot out of luck!

Guest

Fraud

Guest

Iโ€™m glad I read this as I was going to purchase similar product from same company but now decided against it.

Guest

Wow, getting ready to spend almost $4,000.00 on craftmaster and after reading these reviews I think I'm going to hold off and look at other options. I have no tolerance for lack of customer service especially from the manufacturer.

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