Expert: Mark H. Miller - 5/18/2006

Question
Mark

Hi,  I purchase a Chateau D'AX love seat from Macys 2 years ago and have problems with one cushion. When you sit down on one side it goes way down and has little support. Macys sent a repair man to fix it. The repair man put in a 1/4
inch fabric or something to prop it up, but lasted about a month before the problem started again.  Macys has also stated that this love seat has been discontinued, I feel like I have been taken by Macys -

Can you help me out, does anyone make replacement pieces
for my furniture.

What do you suggest, how would you handle this and
repair it.

Thanks

Ken  

Answer
Hi,  

The problem is not with the cushion, in all likely hood.  The material the repairman added is bonded dacron and it does nothing to resolve the problem.

Reach underneith the love seat and feel the black material which is called the cambric or dust cover.  If it feels like a hollow cavity above the dust cover then there is a spring system called no-sag or zigzag springs.  One of the no-sag or zigzag springs has most likely come loose or has broken.  You may even feel the spring sticking out underneith.  Be careful it may have extremely sharp edges.
Although less likely the frame itself has broken loose.

Take the cushion out of the love seat and sit on the "deck" without the cushion in place and see if there is support,  or just push down with your hand.  If there is a broken spring that will be very obvious.

You can then call Macy and tell them that the repairman adding a layer of bonded dacron over the cushion did absolutely nothing, since the problem is a broken spring.

No-sag springs have an expected life longer than the fabric covering the piece,  in other words the fabric should wear out before the steel springs do,  that will be your best argument, the springs are defective and should be repaired or the piece replaced, regardles of warrantees.

If the repair person returns ask him to open the dust cover and show you what is going on inside the sofa,  actually he will know what is going on without doing so, but pressuring him into doing that will let him know that you realize it is not the cushion that is the cause of the problem.  

Your best argument if the springs are broken will be that Macy sent a repair person, acknowledging resposibility, therefore I would argue that you want it fixed properly.

Stores like Macy often do not sell furniture but lease the space to independent dealers, that too will give you leverage with Macy's management, take your cause up with Macy's store management and refuse to deal with the furniture dept. manager that may also give extra support.  

If the problem is in fact the cushion foam itself, and not a broken springs then you should insist on new higher quality foam,  but my bet is that there is a broken no-sag spring near an arm.   

I hope this information helps.  Please do not hesitate to contact me if you have further questions.

Good luck,

Mark Miller