ComplaintsforCity Furniture & Appliances Ltd.

• Initial Complaint

  13/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dishwasher leaks from the door . I have warranty with City Furniture and they sent a technician to diagnose the problem . The technician recommended replacing the dishwasher front seal ( $81.00 ) and the inner door seal ( $371.00 ). The technician was instructed to just replace the front seal and not the inner seal . The technician said this was not going to solve the issue . The technician came and replaced the front seal and of course it still leaked . After many phone calls ( not returned ) the manager said he was coming to our house Dec 12 after 5:30 . I waited and waited but he was a no show . I have been without my dishwasher for 3 months . At first I was going to repair it myself until I realized the price of the inner door seal and at that point I checked to see if I had warranty which I did . Once I realized this I contacted City Furniture . It has been around 6-8 weeks since I first contacted City Furniture . Because of all I've been through I want a new dishwasher ( same make and features ) with the balance of my warranty transferred to the new unit nce of my warranty.

  Business response

  03/01/2024

  We have received the parts and have a service call set up by a *** ****** ********* **** to do the required repairs on Jan. 9, 2024.

   

   

  Customer response

  04/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  date 09/24/2022 I bought a ashley drakestone recliner with heat and message in autumn . ********. Price 799.95 with no taxes on sale. about a month later the message part was very load that it could not use it. I phoned the sale person Ritika and they can and picked it up to fix. about two weeks age it started making the same noises again. I phoned the store and told them what was happening. I told that I do not want is chair fixed again. I asked if I could exchange for a different recliner. The person on the phone told me she had it talk to manager monday and me on monday. there was call back on so i called them on tuesday { dec 6}. no one know any thing about the chair and back today {dec6 }. I called the store this morning {dec 7} and the lady said she has to call the owner and call me right . that was at 10 am. now its 2:30 and nothing. can you help me.

  Business response

  19/12/2022

  Hello

   

  The manager spoke to the customer and explained to her that all message chairs a noisy especially when on the high setting.  Our policy is that we do not take back returns if there is nothing wrong with the goods but for this customer we are willing to take the chair back with a 25% restocking fee as we will now have to sell this as a used chair.  The balance will be an instore credit towards another chair or other furniture.  The customer has not gotten back to us.

   

  Thank you

  Customer response

  20/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:one- they did not tell me about how nosey the chair would be. two- when the chair is on med and low it stills make nosey. all i want is a new deference chair at the price I paid for this chair. They told me if i did that i would lose 200.00 off the price of what i paid, and have to pay delivery again which is 100.00.
  
  Sincerely,
  
  ****** *******

  Business response

  17/01/2023

  The manager had called and spoke to the customer when the initial complaint was registered with BBB.  There is nothing wrong with the chair.  Because it is a power massage chair there is going to be noise.  We have checked the chair and we could not find anything wrong with it.  The manager told the customer to come back into the store and reselect another chair.  We will take the original chair back but there will be a 25% restocking fee.  She did not come back to the store and instead sent another email to BBB.  We did not respond to BBB as we thought this complaint was dealt with.

   

  Today, once again the Manager spoke to the customer and told her that she needs to come back to the store to reselect another chair.  Depending on which chair is chooses, she will either have to pay the a difference in the price if the chair is more or she will get a instore credit if it is less.  She will have to pay the 25% restocking fee for the chair that she has and we are willing to take it back.  the customer has told the manager that she will come into the store sometime this week.  He did tell her to call ahead as he is not always at the store.

   

  Customer response

  18/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  24/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2022 I purchased a full set of appliances from City Furniture for $6,100. City furniture delivered the products to us and the oven stopped working. The oven would not ignite filling our house with gas. We have contacted Navinder the manager of City Furniture over the course of two months trying to return the oven and he has advised that he would get a technician to come and repair the oven (This has not been done) I followed up a week later and the manager said he would contact the appliance Brand ********* to look into getting a new oven. 2 weeks later I called the manager and he stated that he had not done anything yet. We do not want the oven repaired we want the oven replaced or our money back. Even though the appliances were delivered to us he is saying we would have to physically return them ourselves which isn’t possible because we do not own a truck. He hung up on me and said “good luck” and was unwilling to provide any other managers information for us to get help.

  Business response

  06/09/2022

  Good afternoon,
  
  
  Customer reported an issue with his range 7 weeks after delivery. The warranty and terms and conditions of the warranty is provided through the ********* and is not provided through City Furniture & Appliances. 
  
  
  We booked a service call through the ********* Service website, but the customer was later notified by ********** service centre, that because of his remote location, there are no service technicians in his area or that would go to his area, and that he would have to bring the stove to the nearest service depot for repair. 
  
  
  The customer was unhappy about this and called the store, and spoke to Management about it. Management was able to find a technician from Kamloops to go to 100 mile house, and service the range. Management let **********s Service Centre know, and the service centre scheduled the service call through the Kamloops technician. Management advised the customer what was happening and that the service ticket was sent to this technician. Management also advised the customer, that this technician does not work for City Furniture, he has his own schedule, and it might be at least a few weeks before his next trip to 100 Mile house. If the customer was not ok with that, he still had the option to bring the range to a local service depot. If he does not hear from the technician within a week, to let the store know, and we would follow up on our end. He was happy with this solution. We never offered to replace the range at this point.
  
  
  3 weeks later, the customer called the store irate, demanding we bring a new range out right away, and take the old one. The customer was verbally abusive to staff on the phone. When asked if the technician had contacted him, and what was the outcome, the customer stated that he has been contacted but would not answer as if a service call was scheduled or performed, and instead demanded a new stove. (We followed up with the technician, and they are scheduled to go Sept 7th.) We explained to the customer, that unfortunately, it does not work that way, but we can contact ********** and try getting an approval done for replacement. The customer refused this option, and demanded we replace the range on the spot. We tried explaining to the customer, that we have to go through ********** policies, and procedures. We do not speak for ********** but we can expedite this with ********** and try getting the range replaced. The customer still declined this solution, and stated he didn’t care, that was an “us” problem. We kept trying to explain to him, if he would allow us to get off the phone, we can contact ********* asap, and that we were trying to help him. He did not care. If we delivered it to him, we can bring him a new one and take back the old one. We explained to the customer, that the warranty only covers in home repair when there is a local technician. When there is no local technician, the customer is responsible to bring it to the local service depot, or pay for the delivery and pick up services. It does not matter if we delivered it to him, as that is a paid service we perform. When it is under warranty, the terms and conditions of **********s warranty applies. If you choose to live in a remote area, but shop in Kamloops, you indirectly acknowledge, you will have less services. This is outside of ********** control and City Furniture and Appliances control. It is only the control of the consumer who chooses where they want to live. The customer started to threaten the store with negative reviews if we didn’t do what he wanted. He asked to speak to someone higher up, and we explained to him that he was speaking to the manager in the highest position. He would not accept this. He was speaking to ownership, but refused to accept this and wanted to talk to someone else. There was no one else to talk to. He still would not accept this. The customer was being unreasonable at this point. 
  
  
  The service had been scheduled for Sept 7th. At this point, the customer can allow the service to be performed as scheduled or has the option to contact **********s 1-800 line directly and ask for a replacement. 
  
  Tell us why here...

  Customer response

  16/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: I’m concerned that your business is highly motivated on sales and unwilling to take ownership of the issue. The business admitted to selling a defective product that they delivered (despite the remote area I “chose” to live in). Here’s a solution that should be simple and cost effective. Deliver a new oven and utilize the same transportation to take the defective one. 
  
  Sincerely,
  
  ******* ******

  Business response

  16/09/2022

  We followed up with the service technician who went to look at the stove. 

   

  Please see attached response from the technician. The stove is working fine.

   

  ********* will not replace a stove that is working... 

   

  At this point, I'm not sure what further action is needed on our part.

   

  If issues with the stove still persist, the customer can let us know, and we can ask ********* to approve a replacement. This process is at ********** discretion, and not City Furniture & Appliances. If approved, we can order the new stove in, but the customer would be responsible to bring back the old one and pick up the new one, or he would be responsible for the delivery charge of the new one and pick up charges for the old one plus any re and re charges he might incur.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩