ComplaintsforFurniture Land & Mattresses

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from their ******** Store on December 16, 2019 and purchased a 5 year protection plan (*********) at the same time.When I tried to raise a claim last week, ********* says they have no record of my Service Agreement or the plan I purchased. I have reached out to Furniture Land on 7 different occasions since last week and they have not provided any assistance in helping me with a copy of the Insurance plan I have pruchased.

  Business response

  08/03/2023

  Hi ******,
  
  We've already settled with the client privately as it was a simple misunderstanding. Please let us know how to proceed.
  
  Regards,
  ******** ****
  Furniture Land & Mattresses
  ********************************************

• Initial Complaint

  13/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sofa and love seat with Furniture Land Richmond over the phone on July 1, 2022. As per the attached invoice we ordered the sofa **************** and love seat ****************. The sofa's are made by a company called ***. We received the order the week of September 26, 2022. Upon unwrapping the sofa we noticed we received the wrong sofa, the sofa we received had model # ***** which translates to ****************, which is a completely different sofa, not the one we ordered. The next day after making this discovery, I contacted Furniture Land Richmond by phone and told them about this issue and they asked me to send pictures of what I received, which I did (see attached email interaction and pictures). They said they would contact *** and try to find out more information concerning this mistake, this was on October 2, 2022. Since then I have spoken to them on the phone asking if there has been a resolution with ***, if I will get the correct Sofa, and they said they maybe it might be easier for me to keep the incorrect sofa and that they can potentially give me a credit of up to $1100 to make up for the error. The person I was speaking to over the phone then said that only the owner can resolve this and that he has been contacting *** because it is *** who will approve this credit. After not hearing from them for a few more weeks, I called again and they said that the owner is now away in India and can only resolve this when he returns. He has now returned from India and I tried calling them again and they keep on telling me he is busy with another customer. Unfortunately I don't have this in writing, it was spoken over the phone but I do want this resolved, either with the correct Sofa or with the promised credit.

  Business response

  14/12/2022

  Hi  I already talk to customer &resolve issue last weekend . i refunded on his master card as we agree . this matter is solved now 

  Thanks

  Sam Manj 

   

  Customer response

  26/12/2022

  
  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

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently ordered a custom made sofa, but we received it 3inch short with a dirty and horrible look surface fabric sofa. we tried to contact the sales and the customer service, And all they said was it is within the manufacture error range, all the custom made sofas are like that, and I should totally accept it! They won’t admit they made a terrible product. And They will not do anything about it! They will treat you so differently after you pay. Don’t fall into their lie, just try to avoid the mistake we just made!

  Business response

  26/09/2022

  We double checked all the details at our end and on the invoice and found out that the furniture which the customer has received is exactly the same as what he ordered.
  If we talk about model ,fabric ,seat firmness and size everything is the same as what he asked for.
  Regarding dimensions we always take +/- 2 inches as grace margin since these are customized sizes and cannot be made in because manufacture can not control of seats sizes & frame 
  We explained all this to the customer and assured him that he has got the same colour and fabric which he is claiming to be in a horrible look . first he was clamming only 2 inches size is smaller . then after few days he is complaint fabric looks 
  Seems like all his claims are with malicious intentions of getting some discount. First he told us about 2 inches short size and when we gave him our explanation to which he was also satisfied at that point of time, then next day he came up with another cooked issue about receiving furniture in a horrible look.
  We again tried our best to tell him that  the texture of fabric is like this only.
  There is a layer of light brown threading under white colour.
  
  
  As a part of customer service we offered $100 credit since he was unhappy for no reason.
  But to our surprise he came up asking for $600 credit, which was not practical for us,so we declined and he started *********** us about going on social media and making complaints against us which he actually did to harm our reputation.

  we made sofa what he order ,2 inches size which he is complaint we explained already , fabric is same which he order .still we are willing to refund $100 
  
  Thanks

  Sam M*** 
  
  ** * **** ** ******** ******* ** ******* **** ****** ***** ** *** ******* *** ** ******* *** ** *** ******** ** **** ** ****** *** **** ******* ***** *** *** ********* *** ***** ** ******** *** ** ******* *********** ** ***** ***** ** ****** ***** *** ****** ********** ******* ** ***** ** ******** *** ** **** *** ***********

  Customer response

  27/09/2022

   
  Complaint: ********
  
  I am rejecting this response because: at the time when we order the sofa, the sales promised us that  the sofa will be exactly the size we order and the quality will be the same as the one in the showroom. But we did not get the size and quality we have been promised, and we did not hear any warning about the grace margin of the manufacture, all we hear from them now is the excuses of the manufacture error is standard in the industry and we should accept it anyway! They offer 100 in store credit, but we are not going back to their store anymore anyway, so we do not accept the offer, they didnt delivery the product they promised us.

  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  15/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sectional in October I paid for Brand new sofa They sent me damaged sectional shrink wrap and when I called them they said to email the picture Since then I followed up numerous times they just ignore me I paid for brand new sectional and I do not want to get their second hand floor model I need solution to this matter Please help me

  Business response

  28/12/2021

  Hi,
  Thank you for shopping locally here at Furniture Land, we always appreciate all of our clients and strive to provide the best quality of service we can. When you purchased the sectional, the sales consultant informed you that the sectional you purchased was the last one in stock, and would have to be sold as a floor display piece exactly as it is since we wouldn't be receiving any more pieces. Along with giving you a discount since it was a floor display piece, we also wrote it on the invoice that it's being sold as floor piece, and you signed off on it agreeing to it. 

• Initial Complaint

  14/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 sofa’s in furniture land in Richmond They said they deliver in July They informed me it’s back order and when they delivered in November one was in original pack and one shrink wrapped which was their floor model with a big black crack and all the metal in the back is rusted We spoke with the owner numerous times and send him pictures but he is not helping us I paid for brand new sofa and I do not want to have a sofa with rusted metal and big crack line in seating I am trying to resolve this since November but he is not helping me and all he says is that the furniture now is more expensive This is not a solution and I am not seeking for any credit or repair I want the defecting sofa to be replaced I paid $3600 for sofas Also the dinning table and coffee table I spend $2600 from their surrey location and they deliver floor model coffee table without informing me which has a lot of scratch I paid for new furniture and I don’t deserve to get their used floor model furniture and the owner doesn’t care

  Business response

  30/12/2021

  Hi,
  
  Prior to purchasing the client was informed that this would be an imported item, subject to delays and would take an estimated 4 months to arrive, and the client went ahead and proceeded with the order. One month after the purchase, we contacted the client letting them know that we would have to cancel the order, issuing a full refund, since it would be 3x the price as the Canadian government unexpectedly imposed a 300% duty on genuine leather goods manufactured overseas coming into Canada. When informed, the client insisted that we don't cancel the order, and instead proceed with the order however, the client was not willing to pay the difference. Instead, to provide good customer service, we proceeded with the order and took a loss as we were the one's who payed the difference in price. On October 21st, after our warehouse team had done a quality inspection and delivered the brand new items in the original packaging to the clients home, the client signed off on a document stating that the items they received were in good condition with no damage to them. On December 10th, the client's friend called on behalf of the client claiming there was a black mark on the sofa and asked us how to remove the mark. We advised them on how to clean the mark however, prior to this we didn't receive any notification that the item's were damaged. Our policy similar to other furniture stores state that all damages/defects must be made aware to the store within 3 days of delivery (typical policy in the industry is 48 hours, we provide 72 hours). We always perform a quality inspection on items prior to leaving the warehouse, as well as once at the clients home and both times the items passed the inspection with no rust, no scratches, nor any marks. We're still willing the provide a resolution of changing the legs which the client states have rust spots on them.

  Customer response

  06/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:the information provided by the furniture land as a response is not accurate information 

  not only they are giving service that the customers deserve to receive but they are providing false information and creat more disappointment & frustration * ** ** **** ******* **** *** ****** ******* ** ***** **** *** *** ****** ** ****** ********* **** ******** ** ****

  I called the store numerous times upon receiving the furnitures & spoke with multiple people & each time I was told the manager will call me back and I have never received the call from them.

  -our friend who Reffered us to furniture land called the owner several times & clearly asked for exchange of the defective sofa and the owner said it’s a cow leather and it’s normal to have marks & they will not exchange the sofa and we have to request someone to clean the sofa at our cost when our Sofa is not even dirty but has a black line which is a defect ( the sofa is in our living room and noone ever sat on it)we just moved to a brand new home that we just built why the sofa we just purchased has to be washed plus neither us nor our friend on behalf of us asked ever for cleaning( false information from furniture land again )we just wanted an exchange of our sofa to the one without defect 

  -all the metal in the back cushion is Rusted and I am challenging furniture land why the brand new sofa has to be rusted 

  -we paid the full price for our purchase & we have never been offered a refund 
  the owner called us roughly 2 months after our purchase and said they have one cream one white sofa & when I told him I ordered 2 white sofas and not a mix and match colour in 2 colour & I will not accept 2 sofas in 2 different colour then he said we have to wait for one more month which took another 5 months and he never offered refund!!!!!!!!!

  as per time line they never told us it would take 4 months let alone 7 months 

  at the time of purchase they said it takes one month

  I want one of the 2 sofa to be exchanged, I never asked for cleaning and I never accept cleaning or changing the legs when the problem is not legs 

  at the time of purchase they ask for Cash not the credit card and full payment 

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

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

   

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

  Business response

  18/01/2022

  Hi there , Furniture land is reputable company doing the business on bases of customer services , not bases of false statement which customer is putting false statement   .

  first of all as mention previous  reply,  customer have opportunity  to check thoroughly when delivery guys was delivering furniture , then they have 3 days to inspection but they did not call , there is problem ,after almost month their friend call me telling about black stain 

   after all we willing to solve problem ,   we can to take sofas back if it is same condition which we ship it ( not used ) refund 100% money back except delevry charges .

   

  THANKS

  Sam 

  Customer response

  21/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:I paid for 2 brand new sofas

  its not a big expectation I want to get brand new sofa which I originally paid for ( Brand new)

  From the beginning Sam wanted to give us one cream one white

  then he sent us one floor model one brand new even though I paid for 2 white brand new ones.

  I waited very long and I love the sofa itself the look if it wasn’t defective. I paid in advance and waited because I liked it. 

  I expect furniture land to exchange the one that is their floor model (with a rusted & repaired cushion)

  However, he responded by saying he would send cleaning service and charge us for it, but the sofa is not dirty it very clearly is a repaired cushion which also isn’t done well. I don’t think paying for a brand new one means you should receive a repaired one because I did not purchase an “as is” nor floor model. He also stated they would exchange the legs which is completely irrelevant when the legs are fine and the defect is the cushion. 

  Finally, this last “solution” to return & give me money minus delivery charge is not a real solution either.  

  I didn’t pay a year ago to go through stress hassle and then get my money back minus delivery charge and go find something else. I chose the style I wanted hence why I went with this sofa but I paid for a brand new and I think a real and reasonable solution is to exchange the sofa for one that is actually brand new and not defective. I’ve never dealt with such an unreasonable business before. The solution should be clear and simple so why give the run around and cause so much headache? 

   

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

• Initial Complaint

  04/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 18th, I transferred $2001.50 through ******* to Sam C***** an employee in Furniture land for the purchase of a blue left facing sectional couch. Unfortunately, Furniture land only has this couch as a right facing couch. I asked to see other couches that are left facing to see if we can reach a compromise but Furniture land do not have any other left facing couch and do not plan to stock this in any foreseeable future. I asked for a refund on Oct 28th after several attempt to see if I can get a left facing couch, I was told all sales are final and as such they cannot refund, they offered to send either the wrong couch to my apartment or offer a store credit. Both options will not work for me, I will appreciate if BBB.org can help get my refund. I was not informed at any point during the transaction that any payment made is final.

  Business response

  18/11/2021

  Hi , WE APPRICIATE FOR BUSSINESS . According to sales staff of Richmond store ,customer bought as on floor , sales staff confirm also with customer by sending picture of selection   . As company's policy all sales are final . but solving this problem   we will refund fully to customer .they can contact  us 604 591-9595

  Thanks

  Sam

   

*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. ↩