I have the same peeling problem after the so-called genuine full leather sofa is about 16 months. Called the service hotline, Ms Ching asked for photos and I sent them accordingly. Afterward, she said to fix this issue, they are willing to redo the upholstery for between $560 - 1000. I told her this is not acceptable as leather doesn't crack so I know that this is not genuine leather and they have to rectify the issue.
A guy named Leslie called me the next day and indirectly said that because we never cleaned the sofa properly (i.e. using leather cleaning solution every 2-3 mths), this peeling/cracking can happen. I told him leather can crack, but not peeling off like what happened to mine. After a few rounds of phone calls, he offered to redo the upholstery for $280, which according to him only to cover the transport cost to send to/from their factory in Malaysia. Again, I told him this is not acceptable and since we are not going anywhere with the arguments, I'd lodge a complaint to CASE.
I file a complaint online through CASE website and an officer (Erin) called me to explain the procedures, what options I have, ask whether it's written somewhere or any evidence that list this sofa is a genuine full leather. Since I don't have any written evidence, she said this can be difficult depends on the shop. She advised me to talk to Leslie's superior first and tried to settle this problem with him. If we encounter dead end or the shop is making it difficult for me to speak to the management, I should visit CASE office and they will issue an official letter. With this letter, CASE will take my complaint and help to achieve an agreement acceptable to both parties. This may take another 1-2 months
This is really distressing. We definitely blacklist Species, never ever buy anything from them no matter how attractive the offer is.
