ComplaintsforModern Home Furnishings

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 13th, 2024, I returned a bed and a table lamp to *** to their ********* store. I paid $1200.00 for the bed plus $100.00 for delivery. The lamp was purchased previously and cost $279.00. I paid $60.00 to someone to return these items to the store on March 13th, 2024. I am requesting the full amount $1639.00 of cash that I gave them be returned to **** contacted the *** customer service department in December requesting these items be picked up and a refund be issued. They ignored both of my requests. I never heard from them. Their delivery truck goes past may home two or three times a week. Because they ignored me, and I have waited three-months, I hired someone to take the bed and the lamp to the store. This bed is such a pathetic disaster. Please refer to the photos depicting the condition of the bed they made and sold me.The lamp shade fell off the base one day. Previously *** tried to glue it together. Sticky remnants of the glue still remain. I bought two lamps that day. So far, the other one is still standing in one piece. The invoice states I purchased the lamp on October 7th. No year appears on the invoice which I have attached for your pursual. *** has offered to repair the bed. They sent me an email on March 14th, 2024, stating they would be prepared to do that, but I would have to pay the cost of the pick-up and return. $200.00. Because since December and being ignored for three months I had to purchase another bed. I'm 81 years old and disabled surely, I cannot be expected to sleep in an armchair or on a couch waiting for them to get back to me. It would be very difficult and painful. The bed I purchased does not resemble the bed they sold me in any way.It's too late for a repair job.It's time *** step up and refund the good money I spent on their egregious inferior merchandise. Clearly by looking at their products they do not have the skill set or experience to pull it off. A store credit is not possible because I don't trust them.

  Business response

  27/03/2024

  This email we already sent to customer,Kindly go through the email,we are explained to the customer.

   

  Hello ******,
  
  
  We have gone through all the scenarios you explained in your email. Reading what you said and referencing all these images, I see they are nothing unusual for solid wood furniture. This kind of product is made by hand, from the cutting, sanding, staining, and final assembly process.
  
  In my opinion, nothing out of the normal is wrong with the bed. All the beds we have in store are the same as this. However, if you feel as strongly as you seem, we can do a favour of refinishing these pieces, but you have to pay the delivery charges both ways.
  
  
  
  Also, the lamp was bought in 2021 at a discount as a floor model final sale, which you bought after looking at it from our store. I am sure if there was any problem at that time, you wouldn't have bought it even at a discount.
  
  
  Last but not least, you threw all the furniture at our store without talking to anyone, which is completely unreasonable and this thing has caused damage to the products as well. At least a word should have been spoken with one of the salespeople before this.
  
  
  Let us know if you'd like to get your bed refinished, then we'll be happy to help.
  
  
  Thank you 

   

  Customer response

  03/04/2024

   
  Complaint: 21451558
  
  I am rejecting this response because:  Firstly, this bed is not made of solid wood.  The headboard and the footboard are hollow.  Perhaps the side rails could be solid wood or perhaps particleboard.  The slats are not solid wood.  They are thin unpainted material of some kind.  I have been to Sleep Country and to The Brick there is absolutely nothing that compares to what *** sold me. 

  When the delivery person and I went into the sales associate was busy talking to a woman also there was a younger sales associate with them.  The delivery man carried the footboard and some of the slates into the store through the front door and leaned the footboard and some of the slates against a chair that was sitting on the floor.  I didn't carry anything into the store because I don't have the strength and because I was pushing my ******.  No one threw anything down.  The older sales associate asked the delivery man to bring the other pieces through the back door and he asked the younger sales associate to assist the delivery man.  When everything was in the store I was about to leave and the older associate asked me to wait a few minutes, so I did.  

  The older associate told me then that he would not be giving me my cash back.  He told me he did it once before and would not do it again.  He offered to fix the bed and I would be responsible for the cost to have it picked up and delivered.  He also told me that all the beds looked like that.  I asked him if he would show me one or two of them and he just smirked at me.  That was what prompted me to look at two different stores in order to compare.

  It's true, I didn't ask permission to return the bed to the store.  I think it's unheard of.  If a customer is unhappy and unsatisfied with merchandise, they can return it whenever they want to.

  Clearly the lamp does not state the year it was purchased in.  I strongly believe I have not had it the long.  In addition, all of their lamps and ornaments are floor models.  Besides I would never ever, ever buy a table lamp at a discount price for fear that it would simply fall apart one day which the *** lamp did.  The invoice does not reflect "discount".

  Because I have been waiting since the beginning of December to hear back from customer service to please pick it up and only silence I had to make other sleeping arrangements.

  It's too late.  I would like to get my money back and walk away, never have anything more to do with them.  My experience dictates that they cannot be trusted to make good merchandise and they refuse to stand behind them.  Clearly the pictures depict what I say.

  Thank you for your time.

  Sincerely,
  

  
  ***********************

  Business response

  04/04/2024

  Hi,

  Firstly we are clear to you,The sage bed is made with solid wood only,not any glu or particuture wood,this is only solid wood and same is side rail and slat as well.Our ******** care department always clear over the phonereagdring the finish on back side,We are doing the proper finish on front side not on back side and same we display at the store and you already check when you visit at store for placing the order.I am sure the same model we have display at our store.Before order,you already seen the same bed,Here is i am attached the two different picture for yours ready reference(One is same bed-sage & one is another bed-robina picture from back side for yours clarification purpose) is same process for the manufacturing.

  Regarding the all stuff you left over the store without any approval,we don't have storage at store for old stuff ,If you already discussed with our customer care department,you wait the her reply or contact at store.After you leaned the stuff,we inspect the all material,there is not any single issue with our material & we found the so many scratch on it,due to not proper handling by you.

  We are already submitted the lamp invoice for your ready ref,all detail mentioned on the invoice,I think no need more discussion on it,because everything clear on the invoice.

  We already offer to her, We do the touch up for customer satisfaction on free of cost,but we charge the pick up drop off the material at customer home.

  We are always Happy to help the customer.

  Customer response

  05/04/2024

   
  Complaint: 21451558
  
  I am rejecting this response because:  I am not interested whatsoever in having their bed picked up and delivered at my expense to have it repaired and repainted.  As you can see by the pictures this bed has been stapled together and the staples are evident.  A coat of paint may or may not hide the egregious attempt at creating this bed.  MHF is not qualified by ******** standards or any other standards to make beds.  It's obvious that they lack experience, skill and knowledge. In good conscience it would serve the public if they completely eschewed any further efforts.  The word on the street must be out because only once have I ever seen any customers in the store but maybe perhaps on the day I returned the bed in March.  As you can see by the dates on the emails, that I sent to their customer department absolutely nothing was done.  Their silence is and was deafening.  MHF will take your saved up cash and hide their heads in the sand if there are any problems. I have moved on.  I believe I have been more than reasonable waiting for MHF to respond therefore I took action in order to get this ongoing matter resolved in a timely manner. 

  Their table lamp which I paid $248.00 plus taxes was sitting on my end table and the shade just fell off out of the blue.  My home is a smoke free home.  There are no children living here nor do I have any pets to cause any damage.  Someone at the store tried to glue it together but their attempt was not good enough.  All of their lamps and accents are floor models.  As you can see on invoice ****** there is nothing that reflects it is "an is" (buyer beware) sale. I would never ever risk making a purchase like that. 

  I am not willing to accept a store credit from MHF because of my past experience it would surely mean more problems.  I want all of my hard saved up cash returned.  I don't want anything more to do with MHF.  I made an egregious mistake going into that store.

  Sincerely,
  

  
  ***********************

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a 79-year-old disabled woman living alone and getting by on a small, fixed pension.  A few months ago, I was seriously considering moving into an assisted living facility.  I began to do the necessary downsizing in order to be able to fit my furniture into a much smaller setting. I sold my queen size bed for $1200.00. I was going to need a smaller bed I opted for a double size bed. I went to Modern Home Furnishings located ** **** * *** ****** ***** in North Vancouver, BC **** *** * ********.  Their office/warehouse is located at **** * ***** **** ****** Surrey BC *** *** **** *************   Rick the manager or a salesman showed me round the store.   The bed I bought from MHF did not come with a mattress or a box spring.  So, I would need to buy a mattress and box spring. Initially I spoke to Rick, and he gave me all the information I needed to purchase the box spring and mattress.  I went home and thought about it for a couple of days then went back to the store.  When I got to the store Rick wasn't there. Another person (I don't know his name) was covering for Rick on his days off.  I showed him what I was interested in, and he told me there wasn't much difference between the $700.00 to $800.00 mattress and the $600.00 - $700.00 mattress. Both of these men knew I wanted a soft but medium mattress, and the box spring was to be white and only white.  The information on invoice #****** dated 13-03-23 reflects that as well. In addition, information on invoice #****** dated 13-03-23 sates that the cost of the box spring and mattress is $829.00,  Pst  $99.48 a total of $930.00.  I gave Rick $1000.00 cash, and he returned $70.00 back. Almost immediately I noticed that the box spring was beige and not white.  The box spring did not fit the bed frame it was short approximately an inch and a half on either side, and the top of the box spring was coming apart on the sides. I called Rick and he came over. I showed him my concerns and problems with the box spring and the mattress (the mattress sagged in the middle.)   Rick told me he would talk to his boss about the issues and get back to me. Because I have waited for quite a while to hear back from them and because I was so unhappy and dissatisfied with the poor quality and inferior workmanship of the merchandise, I returned it to the store. It was Rick's day off that day so I spoke to the same man I spoke with before he told me he was unable to cut me a check because he didn't have any.  He told me call back and talk to Rick.  I did call back and spoke to Rick, he told me that he and his boss were deciding whether to give me my cash back or give me a store credit. I let Rick know that there was no possibility I would be interested in a store credit and that I wanted my money back because I would never ever purchase anything from MHF again.  I would like to briefly add that about a year and a half ago I bought two lamps for my living room side tables from MHF and just recently while I was cleaning them one of the lamp shades fell off of the base of the lamp. I took the lamp and the shade to **** and was told by the store manager that they didn't carry the part that anymore and he suggested that I return it to the store where I bought it from because it is not repairable. Two weeks ago, someone from the warehouse phoned me and said that they had a delivery for me?  I believe they were going to send back the merchandise I returned. I know I didn't order anything else from them never will.  In fact, I told the caller I have been waiting quite a while for a refund check in the amount of $930.00 from them for the box spring and mattress I returned to the store.  I am not interested in a store credit because I will never shop there again due to the poor-quality merchandise and poor customer service.
  

  Business response

  10/06/2023

  From Rick,

  I helped ************** buying her bed. Like the customer ************** said, I showed her around for the best bed that will fit her requirements.

  ************** bought the bed and asked for one week (make to order) Rush. We at Modern Home Furnishings accomodated her and delivered for her and assembled  the bed and added enough slats because she did not have a box base for her old mattress. However, our customer service people helped fit her mattress (queen) in the Double size bed frame. It was not right as her mattress was squished inside the frame.

  ************** asked me to come to her place,  and have a look and to may be suggest for her a better option. I did go to her place after work hours and she was telling me that she might be selling her queen ********* and that she agrees with me to buy a new mattress and most likely a box base so that she can sit on the bed, and come out the bed more comfortably. I agreed that she will need to go with a double mattress and a box option.

  ************** came to the store and she looked for a mattress that suits her. She tried a few and decided on the ****** Mattress made by ******** / ****** ***.

  She called me when I was at work the next day, and wanted to buy that mattress that she tried. I suggested that this ****** mattress is not recommended for her as she will require more support, but she insisted and said that she needs to feel cosy in her mattress. She also wanted a white fabric box for the height that she will feel more comfortable using her bed.

  One week later we delivered those two items. The next day she called me and told me to come to her place to check her mattress. I went and I saw that her new mattress is soft, and I told her that,  this is what she wanted in the first place, and that the box base was not in white fabric. I said to her that we asked for the white fabric and that we got this , so the next week we called ******** mattress company and asked for the white box. So they did and we wanted to exchange the base.

  At that time she has slept on the mattress for a week and found out that this mattress is really not suitable for her.

  She wanted us to return the mattress and the base. I said that I have to talk to the mattress company and try to find a solution. If the mattress is not made according to the specifications of this mattress. The answer was that this mattress has no structural problem and it is just a soft mattress like she wanted. ******** will not take back a made to order mattress set. This is not a stock item!

  Modern Home Furnishings has on the floor many mattresses for our customers to choose from to best fit to their needs.

  Anyway, a few days later, ************** hired a company to pick up the mattress and the base from her apartment  and they dropped off at the store. (I was not working that day)!

  Now, where is it that she is complaining about my customer service? Where did I go wrong? How else can I do this?  Better than going back and forth to accomodate to her needs, and make ************** happy.

  In the first place,  she should not have chosen this mattress.

  I read her complaints trashing our shop / business like !!!!!!!! I don't know what to say!!!!! what do customers like more than what I did for **************. I really took extra care because she is elderly and I do respect our elderly. I did not like the wording, and talking about where I work like her words were really harsh.

  Anyway, although we did not do anything wrong, and that ************** made a bad decision about that mattress type. We do have many choices for her, if she ever wants our help. No one deserves that type of stress. It is not worth it! Had she talked to us with respect like human beings, and without trashing our business and threatening to sue us and, and,,,,,

  Yet I have asked for a full refund for **************, and this is how I resolve this issue.
  
  

  I will send a copy of my response to my boss as well.

  Regards;

  Rick

  Customer response

  22/06/2023

  Allow me to reiterate what my complaint with Rick, his boss and MHF is about.  When I initiated my complaint against **** and MHF and his boss with the BBB there was no mention of a  bed. There are no issues with the bed.
  
   I  specifically referred to the inferior quality of material used for the box spring and poor workmanship.  The fabric used came apart from the wooden sides it was attached to  In addition, the box spring did not fit properly to the sides of the bed frame leaving quite a gap between the box spring and the bed frame. I asked that the box spring be white but when it arrived it was beige.as depicted on invoice #****** dated 13/3/23 and received a beige one. The mattress is unsuitable as well. It is not what I ordered.  After taking Rick's advice on the mattress on how the soft one is really soft.  I changed my mind and asked him to order a medium soft one. They sent me a soft one after all. I returned their merchandise to the store.  Lastly, and the most important is the return of my $930.00 so I will be able to move on and put this behind me. 
  
  I would like to point out that at no time have I ever been rude to Rick and at no time has Rick ever been rude to me.  There hasn't  been any harsh conversations, heated words or nasty language between us.  I know for certain that all of our dealings were very cordial.  
  
  The last time I spoke to Rick was at the store on the telephone was the day after I returned the box spring and mattress.  I called him at the store and asked for my money back. His response was that he and his boss were deciding whether to give me my money back or a store credit.  A store credit would be useless to me due to the poor quality materials they use, their shoddy inferior workmanship, their inability to follow a customer's instructions on an invoice, and their ********* inactions and blatant disrespect and the unnecessary waste of time while they were making their decisions.  
  I have been waiting for all of April, May and most of June for that to happen. Leaving no other option but to file a grievance with BBB.  It was only after I filed a complaint against Rick, his boss andMHFfrom Rick albeit it was his response to my complaint .  It was only after I filed the complaint did I hear from Rick albeitit was in his response to my complaint.      
  
  A store credit would be completely useless to me because I certainly will never ever shop there again because of their shoddy made merchandise, poor quality of material they use, their inability to follow instructions on an order form. Plus their inexcusable inconsiderate   unthoughtfulness, incorrigible and unprofessional fashion that Rick and his boss are dealing with in this situation.
  
  Even though MHF is a smaller scale company I find it surreal that in this day and age how this business responds to the problems that they created themselves.
  
  Rick did come to my apartment to make things easier for me (I rely on a walker and the ********* to get around). It was very kind of him and very much appreciated. 
  
  Once Rick came over once so that I could give him $1,000.00 to pay for the box spring and mattress (he did reimburse me the $70.00 change). 
  
   Another time he came over to see for himself the problems I had with the beige (not white) box spring  as requested on invoice #****** dated 13/323) and to glean how the box spring didn't fit the bed frame properly leaving too much space on either side.  In addition, to see how the soft mattress sagged very badly in the middle.  **** must have forgotten that after taking his advice on the soft mattress I changed my mind and asked him to order a medium soft mattress rather than the soft one.
  
  When I told Rick I was seriously considering moving to an assisted living environment but before that I needed to sell my larger pieces of furniture and opt for something smaller and more appropriate for a smaller setting.  I mentioned to Rick that I had been unsuccessful with the ads I put on ********** and *******  Rick offered to help me sell my furniture. He took pictures of everything and showed them to the customers while they were shopping in the store.  I was to pay him a cash commission for the sale of each item. Rick took several pictures of my furniture and showed  the clients who came into MHF.  **** told me he had shown the pictures of my furniture to several clients at MHF.
  
  I can assure you I have not pestered, been annoying or ********, posted negative comments or insults on the internet.about  anyone in any way associated with MHF. Even though it has been an egregious, unnecessarily, unpleasant and frustrating experience to say the least.
  
  But what I have been doing is waiting patiently for all of April, May and half of June waiting for Rick and the owner to make up their mind whether to give me a store credit or my cash back.  Cash is king.. 
  
  Rick is spot on when he stated in his complaint that no one should go through that kind of stress. .
  
  I'm not sure if I am able to put a lien on the building MHF owns or if it is possible to seek money for damages, and the unnecessary  pain and suffering I have experienced.  I would like to do that
  
  Thank you for your time.

  Business response

  04/07/2023

  Hi ******,

   

  Please ask to customer meet me at store for resolution.

   

  Regards

  Manmohan M********

  Customer response

  10/07/2023

  I am not sure how many ways and how many times Rick and his boss and MHF need to be reminded that my complaint has nothing whatsoever to do with a bed?  It has nothing to do with my old queen size mattress and really none of their business.  I find the repetition dull, redundant and exhausting. 
  
  Rick, his boss  and MHF, needs to focus on the issue of returning my money.  After all, they have their merchandise.  It's inconceivably hard to imagine how they can possibly think they can have both.
  
  I find it incredibly unconscionable and hilarious that Rick has actually offered to help me (if he is sincere about it then he can help by returning my money). Seriously,  I have had quite enough of Rick's help.  I don't want anything more to do with Rick, his boss or MHF ever again. It amazes me that they don't understand that. I will eschew that business forever and ever. Fool me once, shame on you, fool me twice shame on me. 
  
  Allow me the latitude to say once again Rick has conveniently forgotten I ordered the box spring and mattress at the store, not in my home. He did come to my home to collect $1100.00 cash.  Another time he came to inspect the problematic and wrong merchandise that was delivered. The box spring was supposed to be white as depicted on the invoice, not beige and the mattress was supposed to be a medium soft but MHF sent a soft one.  When he was here the last time he took pictures of my furniture to show to the people that came in the store to try to sell my furniture to them. . 
  
  It's questionable but again Rick seems to have forgotten that while we were standing at the foot of the mattress display in the store  he advised me against purchasing the soft mattress because it was really soft. Upon hearing that I took Rick's advice and changed my order from the soft mattress to a medium soft mattress. 
  
  In any event if Rick, his boss and MHF aren't comfortable with being tagged as a ******* mismanaged outfit dealing with their clients in a fast and loose manner withholding the customers money they have no one else to blame but themselves.  By Believing that by ignoring  problems they  will eventually disappear. I don't know anyone who likes to be *******. Unfortunately the ramifications may be negative, costly and perhaps affect their bottom line.  To be truthful I could care less about that simply because of the way I have been treated there.
  
  In the future I will only shop and spend my money in well established companies.  Companies who stand behind their merchandise. 
  
  Clearly I made an egregious mistake going into MHF.  It is inconceivable and unimaginable for them to actually think I will ever shop there again.  Really.
  
  I returned the unwanted, unsuitable, inferior quality merchandise that I didn't order to the store.  Rick was not there that day.  I contacted the store the next day.  I asked Rick when I could expect my money back. Rick told me then that he and his boss were trying to decide whether to give me my cash back or a store credit.  I advised Rick then that I was definitely not interested in a store credit. That is the one and only time I spoke to Rick since I dropped off their stuff. The next time I heard from Rick was in his response to my complaint against him, his boss and MHF at BBB.
  
  I believe that Rick, his boss and MHF have had more than ample time to return my money.  This problem is not going to  magically disappear.  Surely In good conscience they must know that returning my money would be the right and only option.  In addition this matter is now entering the 4th month since the day I called Rick at the store and requested my money back.  Since then they have been stalling, dragging their heels and ignoring the situation.  How much time do they think they are entitled to? 
  
  Not only do I want my money back, I need it. I can't afford to throw $930.00 dollars away.  I am living on a small pension.
  
  Besides, I'd really like to put this matter behind me and move on.
  
  I'd like to thank the professionals at BBB for their knowledge, poise and polish I experienced there. 
  Thank you 
  
  Regards, ***********************
  *** *****  *******   

  Business response

  11/07/2023

  Hi ******,

   

  Kindly ask to the customer,Pick up the cheque from store on ******************** the amount is $930/-

   

  Thanks & Regards

  Manmohan M*********

  Customer response

  14/07/2023

  I am not sure how many ways and how many times Rick and his boss and MHF need to be reminded that my complaint has nothing whatsoever to do with a bed?  It has nothing to do with my old queen size mattress and really none of their business.  I find the repetition dull, redundant and exhausting. 
  
  Rick, his boss  and MHF, needs to focus on the issue of returning my money.  After all, they have their merchandise.  It's inconceivably hard to imagine how they can possibly think they can have both.
  
  I find it incredibly unconscionable and hilarious that Rick has actually offered to help me (if he is sincere about it then he can help by returning my money). Seriously,  I have had quite enough of Rick's help.  I don't want anything more to do with Rick, his boss or MHF ever again. It amazes me that they don't understand that. I will eschew that business forever and ever. Fool me once, shame on you, fool me twice shame on me. 
  
  Allow me the latitude to say once again Rick has conveniently forgotten I ordered the box spring and mattress at the store, not in my home. He did come to my home to collect $1100.00 cash.  Another time he came to inspect the problematic and wrong merchandise that was delivered. The box spring was supposed to be white as depicted on the invoice, not beige and the mattress was supposed to be a medium soft but MHF sent a soft one.  When he was here the last time he took pictures of my furniture to show to the people that came in the store to try to sell my furniture to them. . 
  
  It's questionable but again Rick seems to have forgotten that while we were standing at the foot of the mattress display in the store  he advised me against purchasing the soft mattress because it was really soft. Upon hearing that I took Rick's advice and changed my order from the soft mattress to a medium soft mattress. 
  
  In any event if Rick, his boss and MHF aren't comfortable with being tagged as a ******* mismanaged outfit dealing with their clients in a fast and loose manner withholding the customers money they have no one else to blame but themselves.  By Believing that by ignoring  problems they  will eventually disappear. I don't know anyone who likes to be *******. Unfortunately the ramifications may be negative, costly and perhaps affect their bottom line.  To be truthful I could care less about that simply because of the way I have been treated there.
  
  In the future I will only shop and spend my money in well established companies.  Companies who stand behind their merchandise. 
  
  Clearly I made an egregious mistake going into MHF.  It is inconceivable and unimaginable for them to actually think I will ever shop there again.  Really.
  
  I returned the unwanted, unsuitable, inferior quality merchandise that I didn't order to the store.  Rick was not there that day.  I contacted the store the next day.  I asked Rick when I could expect my money back. Rick told me then that he and his boss were trying to decide whether to give me my cash back or a store credit.  I advised Rick then that I was definitely not interested in a store credit. That is the one and only time I spoke to Rick since I dropped off their stuff. The next time I heard from Rick was in his response to my complaint against him, his boss and MHF at BBB.
  
  I believe that Rick, his boss and MHF have had more than ample time to return my money.  This problem is not going to  magically disappear.  Surely In good conscience they must know that returning my money would be the right and only option.  In addition this matter is now entering the 4th month since the day I called Rick at the store and requested my money back.  Since then they have been stalling, dragging their heels and ignoring the situation.  How much time do they think they are entitled to? 
  
  Not only do I want my money back, I need it. I can't afford to throw $930.00 dollars away.  I am living on a small pension.
  
  Besides, I'd really like to put this matter behind me and move on.
  
  I'd like to thank the professionals at BBB for their knowledge, poise and polish I experienced there. 
  Thank you 
  
  Regards, ***********************

  Business response

  14/07/2023

  Hi ******,

   

  Customer revived the refund cheque with satisfaction.Kindly find the attached copy of her received.

   

  Thanks for help to closed the complaint.

   

  Manmohan M**********

   

*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. ↩