Decor Rest Furniture

Hello, we would like to get in contact with you. Please email us at info@decor-rest.com with a name and contact number so that we could get someone from our team to contact you as soon as possible. Thank you.

ADDITIONAL COMMUNICATION FROM DECOR-REST TO PRIVATE USER:
We have awaited your email to further communicate with you regarding your service issue however as yet we have not heard from you so we shall try our best to communicate in this forum.

- Pilling is a phenomenon that has become more prevalent in recent years due to the widespread adoption of beautiful loose weave fabrics as opposed to a very limited selection of upholstery fabrics as in the past. These wide spread options offer a multitude of fabric weaves utilizing natural and synthetic yarns mixed together and most often these mixtures of fibers spun from more than one yarn source may create pilling. These loose weave fabrics, under magnified inspection show the fibers to be naturally ‘hairy’ causing the loose surface fibers not locked into the fabric or yarn structures, to rub together creating little balls of yarn. Just as with: pilling on clothing (lamb wool) or excess fibers on a Persian carpet these situations are all due to excess fibers coming loose. For carpets you need to vacuum the excess until the fuzz stops occurring. For clothing and upholstery you need to use a defuzzer and it will lift off the excess fibers, cutting only the excess as the reality is the loose surface fibers are not a necessary or integral part of the fabric main structure and not essential to retain strength or to retain strength or interfere with the integrity of the fabric. They are surplus and can be confidently removed without compromising the performance of the fabric chosen. This is a known occurrence in fabrics however it is not discussed during the purchase as the sales associates/manufacturer/fabric mill are never sure which fabric mix will create a pill. The pilling balls must first be allowed to form before they can be removed, so we cannot proactively solve the problem beforehand. It may take a few uses of the defuzzer for the pilling to stop. The fabric mills do not consider these excess fibers a defect as they are known to be excess fibers and therefore we train on how to remove the pills to our Retail partners. Note that pilling is not specific to any one manufacturer or fabric combination as loose weave fabrics worldwide are prone to pilling.

- It is important to also comment on your fabric protection plan comment, thank you for mentioning this as well. There are numerous plans in the marketplace that offer fabric protection only through the retailer; we do not offer fabric protection. Some are wet, some dry and our Retail partners choose the one they believe in. Reputable protection plan companies who offer these solutions to Retailers usually take over the warranty. Please contact the ‘fabric treating’ source. Our multiple fabric mill partners follow international standards for quality and protection, and will void the fabric warranty if any protection has been applied. It has been proven that certain chemicals actually damage the fabric therefore the industry’s solution is for the protection company to take over the warranty. We take quality very seriously and are an ISO 9001 certified company. That means that throughout the year, the ISO team is an outside source, not affiliated with Decor-Rest visits our factory to ensure we are doing all we say we are doing and all we can for quality. That we are actually ensuring our 10 quality stations are in place and our workers are 100% focused on a quality product. We obsess over quality and take this matter seriously.

If you would like to resolve this matter please work with us and communicate to info@decor-rest.com.

Hello Elaine, we would like to investigate and look into this further to better understand the issue and to ensure that you are happy with our product quality and customer service. Could you please email us at info@decor-rest.com and let us know what style number sofa you've purchased, when, where and what store you purchased it from and we could get someone from the right department to contact you right away. Thank you and we hope to hear from you soon!

ADDITIONAL COMMUNICATION FROM DECOR-REST TO ELAINE:Hello again Elaine,
We have awaited your email however we have not yet heard from you. We believe this has a quick solution to apply more fiber so that your love seat can match your sofa and you can be satisfied with both products. We need to hear from you though. Did you contact your retailer? Please communicate with the Retailer or us directly as mentioned in our first response. We want you to be satisfied however we cannot assist without your communication.

Hello,

Thank you for your email. We would like to assist you with how to proceed but first we would like to assure you that our goal is for our customers to be satisfied with their upholstery for many years to come, therefore we only purchase leather from reputable tanneries. You were informed correctly that Bull Espresso is indeed 100% top grain cowhide leather from South America and is indeed recommended for medium to heavy traffic, lastly it is under warranty from one year of purchase.

As the manufacturer we rely on our Retail partners who are set up to work with all consumers on any/all service issues. We kindly suggest you contact the retailer where you made your purchase and they will begin dialogue on next steps. They in turn work closely with our Customer Service Department (images are usually sent with any claim) so that the decisions made, will be done expediently.

Kindest Regards,
Decor-Rest Furniture

We appreciate your kind words Vivian. Thank you for purchasing our proudly Canadian Made upholstered furniture! Our team always seeks to offer the best quality products & service. We hope you continue to be a happy Decor-Rest customer. Sincerely, Decor-Rest.

Hello there, we would like to investigate and look into this further to better understand the issue and to ensure that you are happy with our product quality and customer service. Could you please email us at Info@decor-rest.com and let us know what style number sofa you've purchased, where and what store you purchased it from and we could get someone from the right department to contact you right away. Thank you and we hope to hear from you soon!

ADDITIONAL COMMUNICATION FROM DECOR-REST TO MK905:
We have awaited your email to further communication with you regarding your service issue however after 6 months we have not heard from you so we shall try our best to communicate in this forum to further discuss your issue as best we can with limited information.

The foam - Without knowing the history of the item in the home or the foam seating type selected, we can with confidence inform you that Decor-Rest only uses foam from quality suppliers who use internationally tested quality ingredients to produce hundreds of pieces each and every day from our facility. We take all quality issues seriously and follow through on all communications. The industry process is that we sell our Retailer partners and they work with you. If there is a service issue the Retailers works with their specific customer service inside contact, to ensure that the customers have the experience they imagined when purchasing made in Canada quality products. We have foam options; we are unsure which option was on the item on the Retailers floor and if you purchased the same foam option. We can only assist you if you communicate further on your complaint.

Does foam ever collapse? Yes, it does not happen often but when it does we stand by our warranty and work towards the solution right away. However dialogue needs to occur as opposed to writing a complaint, giving a low score, not providing a name, a Retailer….many unanswered questions. We do hope this general response does shed some light on the fact that we take quality very seriously and welcome further communication so we can assist and solve your personal experience.

Hello Mary, we would like to get in contact with you. Please email us at info@decor-rest.com with a name and contact number so that we could get someone from our team to contact you as soon as possible. Thank you.

ADDITIONAL COMMUNICATION FROM DECOR-REST TO MARY: Hello again Mary,
We have not heard from you and your HomeStars review is now 7 months old. We think this may be an easy fix however we cannot assist if you do not email us to further the communication. If the challenge is the foam we would like to know which type of foam you purchased (most likely standard?) but we need to know and we can proceed to making you fully satisfied. Unfortunately we cannot reach out to you except through this forum. Please contact us via the email address above, we are hopeful you will finally respond.

Thank you for the positive feedback Lee! We hope you continue to enjoy your Decor-Rest living room set and we look forward to working with you again! Feel free to upload your new living room photos to our Facebook or Instagram. Regards, Decor-Rest

We are pleased to hear that you are happy with our product. Thank you for your kind words and we hope you continue to be a happy Decor-Rest consumer. Feel free to share your photos on Instagram and tag us @DecorRest. Sincerely, Decor-Rest.

Hello Stefanie,

we are sorry to hear about your unpleasant experience. Please email us at ConsumerSpeak@decor-rest.com, RE: HomeStars, with a contact number so that we could get someone from our team to contact you as soon as possible to further investigate this matter.

ADDITIONAL COMMUNICATION FROM DECOR-REST TO STEFANIE:
Hello again Stefanie,
Decor-Rest wants you to enjoy your furniture for many years. We have a dedicated customer service contact for every Retailer we sell to for all service issues. It is this partnership that allows all service issues to be discussed with a mutually beneficial solution. But first we need to understand each situation before proceeding and that is why we asked for your continued communication above.
Foam: We provide different density options to our Retail partners for their floor models. They dictate the seating they prefer on their retail selling floor and how long the piece will be in their store. The length of time in a store can affect the seating of all foam. If the foam has collapsed this would make the leather appear stretched and causes puddling or wrinkles. There are some styles that welcome this relaxed look and are actually made to wrinkle. This occurs naturally on all bench seats. We are unsure of the Retailer you purchased from or the style you purchased. Please email us so that we can further the conversation so you will love your purchase for many years to come. We cannot assist if you do not contact us.

We appreciate your kind words. Thank you for purchasing our proudly Canadian Made upholstered furniture! Our team always seeks to offer the best quality products & service. We hope you continue to be a happy Decor-Rest customer. Sincerely, Decor-Rest.