Texas Leather Furniture and Accessories SA — Attraction in San Antonio

My purchasing experience with Texas Leather was nothing short of spectacular. Our sales guy was the best and so was the delivery team who delivered and setup our multiple pieces. We purchased over $13K worth or furniture from the 1604 store. We loved everything about the pieces we have purchased for the initial 7 months. I had one of two electronic recliners that had a stuck button so I called my sales guy. He was no longer with the store (bummer) and I was passed to Garren. Below is a timeline of my history and struggles to get my expensive electronic recliner operational.

28 Oct. 2017 - Ordered a pair of electronic recliners in store that were to be manufactured in Italy. Late Feb. 2018 - The chairs arrived and were delivered (Took longer than promised, but we were ok with that and the communication from Gideon who kept us updated on the progress.) Late Sep. 2018 – I noticed the one recliner would not recline. Found that one of the tactile buttons was stuck and no longer operational. The headrest feature still works and the unit is getting power. 1 Oct. 2018 - Knowing that this store touted a great warranty on their products, I called to speak with our sales rep Gideon. My phone call was taken by another sales rep Garren who informed me that our old sales rep was no longer with the store and he would gladly take care of us. He requested an email to his address at the store outlining the issue and provide him with photographs of the chair and switch panel that was failing. He stated he would need to get authorization from the mfg. for a warranty repair. An email with all info was sent same day. Garren was quick to respond to my email and state “will be in touch soon.” 20 Oct. 2018 – I followed up with an email requesting status on the warranty repair. Garren was again quick to reply to my email stating he would call me around noon the next day when he was at the store. That call was never made. 23 Oct. 2018 – Sent another email requesting status since a phone call was never made on their end. That email was ignored. 24 Oct. 2018 – I called the store and got a hold of Garren on the phone. He seemed to not remember my name, issue or have any knowledge about the warranty work. I provided him details about our email conversations and he was able to pull up emails to jog his memory. He then asked for my address (it was provided in the email) so he could personally come see the chair to validate the button was in fact stuck. I countered with that being a total waste of his and my time. Trust me when I say I have wiggled the button several times over the past few weeks and it isn’t budging. He agreed that the photos were clear enough that he can now order our replacement parts. I was a bit miffed with that comment. I asked “so has the warranty repair been authorized? What actually transpired in the past 3 weeks you have had my details and case?” He stammered and stumbled and gave no rational excuse. No apology neither. He stated “I will get the parts ordered to have a technician come out and swap the control panel on this chair. The parts will take two to three weeks to receive in the shop and then we can schedule a visit to your home.” I was dumbfounded by his comments realizing he had already wasted 3 weeks’ time where parts could have been ordered. I asked him to please keep me updated and to see if somehow this order could be expedited. He said he would try his best. 15 Nov. 2018 – No call or email has been received in the past three weeks from Garren or the store reference the warranty replacement parts. 6 weeks and counting with a $3500 broken recliner.

With the amount of money spent and the amount of patience we have afforded this store, I’m done. I am no longer going to recommend this store and their goods to family and friends and most certainly will no longer grant them my business moving forward.

Here’s to hoping a solution is actually in the works, an order was actually placed and we can once again have a...

I ordered my couches February 28th, 2021. I still have not received them, but they set the expectation when I purchased them it would be several months.

Knowing that, I’m patiently waiting. Every time time I’ve called for an update, they are super nice and give me the latest update they have.

I called last week and the person who answered had customers in the store so he asked if he could call me back. Sure enough, he called me back and gave me an update.

I think buyers should know when you make a purchase that is made to order, it’s going to take a while. If you look at the lead time for Pottery Barn’s made to order leather furniture, it is also several months out.

I went with Texas Leather because it is a local shop, thus supporting local business and their furniture is Made in the USA.

I will submit another post with photos of my furniture once it arrives. I’m likely still 4 weeks away, but I honestly don’t mind. As Tom Petty says, “The waiting is the hardest part” 😂

One more thing to note - this company is a member of the Better Business Bureau. They have an A+ rating. They are not shady, they have a few complaints you can see and all complaints were resolved.

Update: July 30th I got my new couches and let me tell you….it was well worth the wait. It was exactly 5 months from the day I ordered to delivery. The quality of craftsmanship is not like anything I’ve seen before. They are beautiful. They smell so good!

The guys that delivered were the most impressive furniture delivery team I’ve ever seen. They treated my couches like they were delivering a piece of Baccarat Crystal.

I highly recommend Texas Leather, they truly care about the product they deliver. Yes, you will wait but anything worth having requires patience. Order now because they are estimating...

After searching for a leather sectional to fit my style I was excited to finally find one. On August 29th, 2020 I decided to invest on a sectional from Texas Leather and I was quoted approx 12 weeks for it to arrive. I did not hear from them once until I decided to call to get the status of it and I was informed it would arrive in Houston on 11/16 and it would take a few days to arrive in San Antonio and get inspected before I would get a call for it to be delivered. A few days came and passed and still no call, I called to check on the status once again and to my surprise it was going to be postponed until December 21st and that it would arrive in Dallas first before it would arrive here! Although I was disappointed I decided to just wait and be patient. Weeks go by and I decide to call the Friday before to just make sure it would still be on schedule. No surprise when I was informed that it wouldn’t arrive in the states until the first week of January 2021! I felt torn because all I could remember was how I fell in love with this sectional so I decide to wait a couple more weeks. January comes and no call or anything so I call again and it finally arrived in Houston last week. I get a TEXT to set up a day to have it delivered and we agreed on January 19th at 6:30 pm, I kid you not that I get a text at 5pm, just an hour and a half before it should be delivered that it will not be getting delivered because they won’t make it to the warehouse in time before it closes to pick it up. I think I’ve been pretty patient with them and can not believe it’s been almost 5 months and I still haven’t received anything. I understand things have been crazy with COVID but it’s the lack of communication from them that has...