We purchased a custom made leather couch from The Luxury of Leather. On the day of the purchase, we were informed that this specific leather would only be on sale for 2 more days and felt pressured to take advantage of the 40% discount. Our first red flag should have been that while we were waiting for delivery, this "sale" continued for weeks, and is still in affect to this day (1 year later).

On the day of delivery, we noted that the couch did not appear to be AT ALL similar to the floor model on the show room floor (distressed and soft). It was shiny and very taught. We immediately called the store and were informed that the leather "had to wear" for a few months to get the same affect. Time passed with no change.

Again, we called at 3 months and at 6months with the same complaint and were told to continue to condition the couch and to actually "jump on and scratch it up" to get the worn affect. We finally returned to the store with our cushions in hand and demanded an explanation. The sales person agreed that the two leathers were "completely different." After a lengthy discussion, it also began apparent that we had been given the wrong conditioner for our type of leather.

Our original ticket was also reviewed and we were informed that our initial salesman had been fired for "incompetency." Upon walking us out to our car, our current sales person struck up a conversation and felt compelled to share that since my husband and I are a nurse and firefighter, we would be so proud to learn that this gentleman's new year's resolution was to stop smoking pot and stop "getting drunk all the time." Very professional indeed!

Customer service returned our phone call and addressed our complaints (sales tactics, misleading display item, and lack of professionalism). They "verified" the leather from the factory did indeed match the leather on our couch (by use of bar codes). Again, our complaint lies in the fact that the sample piece they have on the show room floor is a misrepresentation of the the actual leather their factory is using. She denied this accusation and said there was nothing else to be done.

From there, I continued up the "chain of command" within the company. During this process NO ONE would agree to meet me in the store to compare, in person, our cushions with the model cushions. When I asked, everyone simply moved on to a different question and never addressed the invitation. Like they had been scripted to ignore any in person comparisons of leather!

Finally the company's president, who again refused to meet me, offered to reupholster our couch at an ADDITIONAL 40% of the original cost?! Why on earth would we invest more money into this company?

Only after getting the Better Buisness Bureau involved, they agreed to refund 60% of our original cost, less tax and delivery of course. Yes, we took a 40% loss on a $4000 couch, but at that point is was principal.

It took over 2 months to arrange a refund process and pick-up date. No one ever returned a phone call or resonded to e-mails except the owner who I had to resort to 4 times. On the day of pick-up, we were then informed that there would be an additional 10% taken from the refund because of "scratches and wearing" Keep in mind that their sales tactic for this leather is that is appears "old and worn and scratched from day one, lending itself to it's rustic look." But now, we were being penalized for it?? Furthermore, for the last year we were encouraged to "jump on the cushions and scratch it all up". And on top of that, we were charged an additional $125 for pick-up fee!

In conclusion, The Luxury of Leahter is a MISLEADING, UNPROFESSIONAL, and DECEPTIVE company. It's owner, one Ms. Helen Bouldin knows that every day people cannot afford to pursue a legal suit and can simply say "sorry about ya" to it's victims.

I feel that it is my obligation to contact as many complaint, comment and grievance sites and organizations to warn the public of this IMMORAL and UNETHICAL, so called buisness. Shame on you!