ComplaintsforPearls Furniture and Mattresses

• Initial Complaint

  18/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased couch and Love-seat from Pearls Furniture in ****** ****. When we picked it up and got it home in wrapped condition and packaged, we unwrapped it and noticed severe damage to frame on Love-seat and material damage to the couch. The rest of the story I will get into at later time as I have negotiated with them and even offered to pay partial shipping back to ******* (which they said hey weren't going to accept my offer) ************ is absolutely horrible and has blamed me because I picked them up instead of paying them to deliver! Do NOT EVER BUY ANYTHING FROM PEARLS FURNITURE EVER AS THEY HAVE THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE! My wife and I bought something new and expected it to be perfect..... We now wish we never ever bought from Pearls Furniture and they have gone far enough to lie to me about things. The owner ****** does'nt hold his employees accountable and ******* (*****) lied to Summit about things. Terrible experience! WARNING FOR ALL OF YOU! I have proof and texts from Summit to show also.

  Business response

  18/03/2024

  Hello *****,

  We sincerely apologize for any inconvenience caused by not meeting your expectations.
  

  
  Please review the attached sales contract, which clearly indicates your initials on the clause stating ALL SALES ARE FINAL.
  
  Furthermore, we would like to address the sequence of events following the pickup of your furniture on January 28th. As indicated in the pickup document, no damages were reported upon receipt, and you picked up your order in a notably small trailer. However, damages were reported 7 days later on February 4, 2024. Additionally, as communicated by ***** via text messages, it was mentioned that both pieces were unable to fit through the door, necessitating the arrangement of a glass company to remove a window for access and bringing the pieces through that window.
  
  we made a sincere effort to rectify the situation by offering to technician visit to your place. Subsequently, a technician was promptly dispatched within 3 days of receiving your complaint to your location for repair and the technician offered to repair the loveseat at the same time. Unfortunately, despite our efforts to fix the problem, you chose not to proceed with the repair.

  Upon careful assessment, including the technician's observation during the visit to your residence, it appears that the damages align with those typically associated with moving furniture into a home. As previously outlined, such damages fall outside the coverage of the manufacturer's warranty.

  However, please know that we remain committed to assisting you. We continue to extend the offer to repair the loveseat as a resolution. You have the option to either drop off the loveseat at our warehouse, or we can arrange pickup from your garage and deliver it back to your garage.

   

  Regards
  

  Pearls Furniture

  Customer response

  28/03/2024

   
  Complaint: 21444035
  
  I am rejecting this response because: Regarding your response to (ALL SALES ARE FINAL) YOUR'E RIGHT, ALL SALES ARE FINAL EVEN IF THERES HIDDEN DAMAGE! I never even considered the fact that once unwrapped I would be screwed by PEARLS FURNITURE! The damages were not reported simply because the lower half was covered with cardboard protection and both couch and love-seat were wrapped in thick plastic that I couldn't see through clearly! I wasn't going to unwrap it in your dirty wharehouse to inspect for damage???? The furniture was picked up Jan 28th which was a Sunday and it sat in the trailer (pictures attached) until Accent glass was able to come remove our family room window so we could get it into the room with no damage (pictures on file of furniture wrapped in house) The glass installer will be willing to testify to this as he helped my son and I should Pearls furniture not deal with this fairly. You once again lied and said that it was unable to fit through the door which was known before I picked it up and is quite obvious as you cant get a 44" couch through a 28" opening! What you call a (sincere effort) is a complete joke as I was told that someone would come by to look at the damage and ***** it but instead 3 men showed up in a ****** Corolla with no identification or Pearls furniture logos etc. never had all the material required to do the repairs! and knocked on the door with a compressor and a small box of tools and Elmers glue. While I was told that (someone would come by to look at the damage, I was surprised at this as I had an appointment for my dog 45 minutes after they arrived and wasn't able to stick around. Later that day, I called back and spoke to the lady I bought it from and she said that if I still wanted it repaired, I had to bring it back to them now as the visit was a waste of time? You are  all liars as you quoted "we made every sincere effort to rectify the situation but Pearls fURNITURE HAS DONE NOTHING BUT DENY AND LIE" Pearls Furniture is AWFUL TO DEAL WITH! They quoted (Upon careful assessment, including the technicians observation during the visit to my residence, it appears the damage align with those typically associated with moving furniture into a home) which is the most ridiculous thing Ive ever heard as I told you that not only was the furniture still in its original packaging, you cant fit something that requires a 44" opening to go thru a 28" wide door! I knew this ahead of time as I told you and thats exactly why i reported the damage 7 days later it was unwrapped in the original packaging from Deco-Rest furniture in ******* and went through a large window that was removed thats only 40" above level ground with zero obstacles.***** mentioned that ALL SALES ARE FINAL but I have never asked Pearls Furniture for a refund, I simply asked for new undamaged furniture as that is what I paid for.... I even said that I would pay for a portion of the shipping costs to send it be to ********** in ******* which I should never have had to do in the first place! From the first time I spoke with ******* and Summit (both owners I understand) I could tel that it was all lip service and there was ZERO SINCERE EFFORT towards me THE CUSTOMER! and both ******* and ***** started looking for ways to get out of it from the first time we spoke about the damage. ####WARNING TO OTHERS! #### DO NOT DO BUSINESS WITH PEARLS FURNITURE AND EXPECT TO BE RIPPED OFF FROM SUMIT AND *******!  I will also add that the severe damage to the frame is consistent with exactly where ******* picked it up with his dolly as all couches in the warehouse were stacked vertically and it almost fell off the dolly which is also consistent with the pictures indicating where the shipping brace was nailed to the frame of the couch. Everything has been all about LIE AND DENY from Pearls furniture in ****** ****. AND IS THE MOST ABSOLUTELY THE WORST CUSTOMER SERVICE EVER! Im also a small business owner in the service field in which I always have and always will keep my customers happy even if I have to give a refund which *** never had to do. TO THE PUBLIC!  DO YOURSELF A FAVOUR  AND DO NOT BUY FROM THESE CROOKS! All I expected was good customer service instead of Lie and Deny! The furniture traveled 3000 miles during shipping to Pearls Furniture and Im being blamed for damaging it on the way to my house 6 miles away? I encourage others to ****** the Better Business Bureau website and look for other complaints about Pearls Furniture which are consistant with the TERRIBLE CUSTOMER SERVICE WE RECEIVED! 
  
  Sincerely,
  
  *****************************

  Business response

  29/03/2024

  Hello *****,

  We understand that you may not have felt the need to inspect the packaged pieces, take pictures of them at our warehouse, or report anything at the time of pickup, as initially, there was nothing suspicious observed.Typically, customers don't take pictures of packaged products, so it's understandable that this was not done. However, before unpackaging at home, you were sure that these pieces were damaged and took pictures of Packaged pieces at home. We have never seen anybody taking pictures of packaged pieces if they are not suspicious, and in this case, the suspicion arose after unloading at home,not at the time of pickup from our warehouse.
  

  As for the technician's visit, regardless of the vehicle they arrived in, their main goal was to inspect and fix, and as the issue was a quick fix, they were prepared to fix the loveseat right then and there to alleviate any further inconvenience for you.

  
  Nevertheless, we're fully committed to assisting you. As previously mentioned, we've taken steps to address the major damage reported on the loveseat. These damages are entirely fixable, and we are dedicated to fixing it per the manufacturer's standard. This process will involve replacing the dust cover and the small connecting wooden piece, ensuring the loveseat maintains its manufacturer's warranty.

  
  As mentioned in the previous response (Dated March 18) and in the text message (Dated Feb 25), we can arrange for the pickup of the loveseat from your garage and return it there once the repairs are completed.

  
  If youre still concerned that we have not made sufficient efforts, please understand that we have taken all necessary steps within our capabilities. Our position remains as stated in this response. If you have any further questions or concerns, please don't hesitate to let us know. We're here to assist you to the best of our abilities.

   

  Regards

  Pearls Furniture

  Customer response

  11/04/2024

   
  Complaint: 21444035
  
  I am rejecting this response because:

  So to the public, Pearls furniture responded exactly how i expected as all they have done with my wife and I and many others has been DENY AND LIE. Everything about how this all transpired has been wrong and the customer is always wrong! Im not going to waste my time rebutting their reply as its all a complete joke! They pretend to care and keep stating that they are more than willing to repair but the fact is that they said they would repair the loveseat with there ****** glus and nails but the damage to the big couches material was caused by us even though we had a glass company remove the window at hip level so we could put it in place. Sumit also stated that its peculiar that I would take pictures of it still being packaged from shipping which is super weird as pictures were taken in case of damages as Ive already explained as I wasn't prepared to remove original shipping packaging in their dirty warehouse to inspect for hidden damage that wasn't evident when I picked it up? Also, *****'s comment about myself picking the couches up in a (noteably small trailer) is a joke as its a 6'x12' enclosed trailer with a ramp rear door and moving blankets!  Pearls furniture is desperate to defend themselves and everything from the day I picked both pieces up has all been DENY AND LIE, and a warning to the public to please NEVER DO BUSINESS WITH PEARLS FURNITURE BECAUSE THEY ARE ALL LIARS, DENY AND LIE, AND HAVE BEEN A NIGHTMARE IN DEALING WITH THEM!  BEWARE OF PEARLS FURNITURE AND SEARCH THE BETTER BUSINESS BUREAU FOR ALL THE OTHER NEGATIVE COMMENTS! NO WONDER THEY ARE NOT A MEMBER OF THE BBB!!!!!!!! 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  14/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order in the ******* store Nov. 7th. The total amount is $5700 for 9 items. But they didn't give me the exact delivery date. Because my tenants need the bed in an ?emergency, my tenant has ordered from other stores. I have to remove the bed frame, 2 night stands and one mattress. They did not clarified seperated prices for every single item. So they intendedly lowered the prices of items i want to cancelled. they just gave me very little amount defference if I cancelled some items. I negotiated? with them to a reasonable price for the left ones, but no argreement . So I have to ask them to refund everything to me, but they did not agree. so i just want to cancel my order, that's the only simple solution. i have paid them $2000 they did not do anything yet. no delivery yet. But they refused to refund. They did not give me reasonabel price for less items. please call me back for more information thank you. I Need Chinese translation

  Business response

  17/11/2023

  Hello all,

  customer agreed to pay the balance and have scheduled delivery for December 8, 2023. customer is coming back on Wednesday to make the final payment. as of yesterday (Nov 16, 2023) this issue is resolved.

   

  Thanks

  Pearls Furniture

  Customer response

  31/01/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  13/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 31 2022: purchased 3 piece sectional. Quoted $2100+tax and delivery. Charged $2198, told couch would be delivered either the 1st or 2nd of June. Later that evening a phone call saying I owe more money, they didn't charged me taxes. K fine, I go in Thursday June 2nd, charged $263.76. Total=$2491.76 Thursday I call asking where my couch was, I formed the 3rd piece was damaged and would need to pickup a new one from Aldergrove, an hour away and it'll be delivered Saturday between 10 and 12. Saturday June 4th: 12pm I call the store asking about my delivery, I'm informed they're JUST going to Aldergrove now, 3 days later. They claim truck issues but never notified customers of the delays. At this time I get frustrated and go into the store, an argument ensues and I demand my delivery fee ($99) back, they refuse. I say give my fee back or don't deliver the couch and I'll take a full refund, at this time is when they notify me of all sales being final. More arguing between myself and Rajinder. I go outside calm down and decide to try to talk again. I asked if we can settle this and just get it done. Rajinder now agrees to compensation and my couch will be delivered by 4pm. BUT this is when I'm informed the piece from aldergrove was damaged and I'll have to wait another week for the third piece. Today's June 11th, one week later I call the store at noon, I'm informed that the piece has not arrived yet. More arguing and I finally called their other location. Isha(spelling?) who picks up the phone informs me they knew June 9th that it wasn't going to be in. NO PHONE CALL. Today I am very frustrated with the way this business has handled this and if I do not have a couch my next weekend I will be seeking compensation through small claims court and dumping the 2/3s of the couch I do have on the doorstep of the store. This has been VERY frustrating and VERY unprofessional. Yes I lost my cool at the employees, I've apologized and made my end right, what about you? ****

  Business response

  19/06/2022

  Hello there,

   

  we have made the final delivery for the 3rd piece yesterday and the whole order is delivered now and the order is completed. attached is the delivery waivor form yesterday when we delivered the 3rd piece.

  Customer response

  21/06/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  While I have received the couch, i have not received mt delivery fee back that i was told id be compensated by Rajinder, who is allegedly the owner of the store. The was delivered way later than promised on top of the headaches that the stoee had put me through. I was promised delivery 5 times. Rajesh, who lies about being the manager of the store, said he HAD to take my door off to get the final piece in, I agreed as long as they put it back on.. which he did not do. ****** ******* ** **** *** ****** ** ** ******* ** ** *** ******* * ****** **** * ****** ** *** **** **** **** *** **** ** * ******** ** *** ** ******** *** **** **** I phoned Rajinder and asked to have a cheque mailed and he says he'll write one today, June 21, and mail it to me. We'll see if it arrives. Not only is the service and way these people conduct themselves very poor, they'll insult your person when you raise your voice at them. This store is full of liars and I will NEVER recommend their service to anyone. Until I ha e my delivery fee back, I will not be satisfied.

  
  
  Sincerely,
  
  **** ******

  Business response

  24/06/2022

  Hello *****

  refund of delivery fee was never promised or communicated to you by any of our store associate. we arranged the replacement piece on time (despite have supply chain issues) and delivered in the time frame as demanded by you on this complaint. our delivery guys did extra work like taking off the entance door for no extra charge. We hope that you`re enjoying your furniture. 

  Customer response

  27/06/2022

   
  Complaint: ********
  
  I am rejecting this response because: you are again lying, Rajinder promised c9mpensation of my delivery fee. Do it.
  
  Sincerely,
  **** ******

• Initial Complaint

  31/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a sofa set with chaise on December 2021 and was promised a delivery timeframe of 6 to 8 weeks. We agreed to that timeframe since we were not moving until 2 months time. The love seat was delivered 2 weeks ago and we are still waiting for the chaise with no guarantee of when it will be delivered. It has been more than 4 months that we had to wait and it has been too long. We need reimbursement for this because the business did not keep their end of the agreement and has not even followed up with us. We were the ones to constantly call to ask where our furniture was.

  Business response

  01/04/2022

  Talked to customer and we are going to deliver the second piece tomorrow as promised 2 weeks ago when we delivered the first piece. 

*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. ↩