Custom Furniture, Furniture Selection
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Best of Houzz 2015 - 2020 for Customer Service
62 Reviews for COCOCO Home, inc.
The good news is that your order was completed yesterday and will be picked up by the delivery service Tuesday morning.
i am very sorry we let you down in terms of communication about your order. One of the challenges with rapid growth is keeping up with systems that allow for real time and accurate communication when there is an issue which delays an order. In this case, the leather shipped to us for your order, which was already a bit, late, proved to be insufficient to complete the order and an additional hide had to be ordered which knocked it back a couple of weeks. The frustration on our end was in getting timely and accurate information from our production side so we would follow up with you. This was not the fault of Kari or Lilli in the showroom. They were put in a bad position and we are working to make sure we clean up the internal communication issue.
We ship in excess of 10,000 buttons each month on our various Chesterfield pieces. The occurrence of a button coming loose is rare, but it does happen on occasion. When it does, our practice is to offer the opportunity to have us send a tool which can be used to fix the button, as was done in your case. Most customers find this empowering and do not have difficulty with the repair. If a customer is uncomfortable with that process we will send a professional in to fix the problem.
It is very rare to have multiple buttons come loose and when something like this happens we will typically either enlist a local technician to fix it, or pick the piece up and bring it back to completely re-work the tufting.
Cornelius, NC 28031