Buying new furniture should be exciting. You carefully choose the perfect piece, envisioning years of comfort and relaxation. But what happens when your dream recliner turns into a noisy, frustrating mess? That’s exactly what happened to Patricia and Nelson Dixon, an Atlanta couple who purchased two sleek leather recliners—only to find themselves stuck with a persistent problem the store refused to fix.

Their experience is a cautionary tale for consumers everywhere: What do you do when a business won’t take responsibility for a defective product?

 

The Problem: A Squeaky, Frustrating Surprise

The Dixons had high expectations when they bought their matching leather recliners for nearly $3,000. The chairs looked beautiful, operated smoothly during the delivery demo, and seemed like a great investment in their home.

 

But the excitement didn’t last long.

 

“We started hearing this squealing as we were reclining,” Patricia recalled. At first, she thought it might be the leather adjusting, but the sound only got worse.

 

Concerned, she contacted the furniture store. A technician came out, inspected the chairs, and dismissed the noise as a natural leather sound. Patricia wasn’t convinced. After all, her sister owned the exact same chairs—and hers didn’t make a sound.

 

The Runaround: From Bad Advice to Broken Promises

Determined to find a solution, Patricia pushed for further inspections. A second technician confirmed the issue, but the company still didn’t acknowledge a real problem.

 

Then, a third technician suggested she try an unusual fix:

 

"Maybe if you put some baby powder between the leather, that will help."

Patricia was stunned, and told the tech she's not going to do that. After all, she didn’t spend thousands of dollars on premium furniture to start experimenting with home remedies.

 

At this point, she had enough. She asked for a refund—and initially, the store agreed. But days turned into weeks, and the promised refund never materialized.

 

That’s when she reached out to TrustDALE.

 

 

The Resolution: How Consumer Advocacy Made a Difference

When businesses ignore customer complaints, many people feel powerless. But consumer protection services like TrustDALE exist to hold companies accountable.

 

Patricia’s case was investigated, and after persistent efforts, TrustDALE helped broker a deal to secure the couple’s refund.

 

What Can You Learn From This?

Patricia’s experience isn’t unique. Many consumers struggle when companies refuse to acknowledge defects or honor their commitments. Here’s how to protect yourself:

  • Document Everything – Keep records of receipts, warranties, emails, and service visits. The more evidence you have, the stronger your case.
  • Be Persistent – If a company brushes off your concerns, don’t take no for an answer. Escalate your complaint, ask to speak to a manager, or take your case to consumer protection services.
  • Know When to Walk Away – If a company refuses to make things right, take your business elsewhere. As Patricia put it, "If they won’t acknowledge the problem, chances are they won’t fix it."
  • Seek Help When Needed – Consumer advocacy organizations, the Better Business Bureau, or even state consumer protection offices can intervene when a business refuses to cooperate.

Final Thought

No one expects to fight for a refund on a brand-new purchase. But if it happens to you, don’t just accept it—take action.

 

If you’re facing a similar situation, TrustDALE can help you navigate disputes with businesses and hold them accountable. Because at the end of the day, as Patricia and Nelson Dixon learned, being an informed and proactive consumer is your best defense against bad business practices.