PSI: Furniture repair wrapped in frustration

By Jamie Boll - bio l email
Produced by Jeff Keene - email

HUNTERSVILLE, NC (WBTV) - Joann Puleo's sofa was 18 years old.  It didn't need to be replaced.  The Ethan Allen couch just needed to be reupholstered.

She saw an ad in the paper for a company called Art Craft Upholstery and called the company for an estimate.  Tracy Mathis, a representative for Art Craft, came out to the Puleo's home back in February.

"He came with his books and we picked a fabric," said Puleo.

It would be $800 to do the job.  Art Craft took the sofa and said it would be back in two weeks, but it took four and Puleo said there issues when it was returned.

"You see discoloration going down on both sides," said Puleo pointing to the skirt on the bottom of the sofa.

She also said the cushions were stuffed unevenly and her throw pillows and arm covers were missing.

"He (Mathis) said oh, he forgot those, those are in the place," said Puleo.  "So, he wrote on the receipt that he would deliver them."

Puleo was told they would be delivered in a couple days when Mathis came back out to make fixes on the sofa.

Days turned to weeks and then months.

"He just never answered my calls," said Puleo.

The ad for Art Craft Upholstery said it was in Charlotte.  It turns out the address is a mobile home in rural Gaston County.  Kellie Morehouse lives in the home and answers the company's calls.

She said the company always stands behind its work.  She said she was aware of the problem with the Puleo's furniture.  She said the company had issues with some now former employees and are trying to catch up with the fixes.  She said Mathis is the person who handles problems with customers.

WBTV contacted Mathis as well.  He told us he would be back to the Puleo house in a couple days. Two more weeks passed before the sofa was picked up again.  It took two more weeks to return it.  Six months after the original work order.

"It's better, but it's not good," said Puleo.

She's still not satisfied with the stuffing in the cushions.

Morehouse says they were steamed and rewrapped.  They thought the Puleo's were satisfied.

Joann Puelo isn't, but at least now she has all the pieces she sent in for repair.

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