ComplaintsforMasse's Cost Plus

• Initial Complaint

  24/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm not able to get ***** ***** to repair or replace or refund my money. I have been trying to have this issue with the chair resolved with ***** ***** and it's been over eight months I've been waiting. I have even had my brother *** ******** take over dealing with ***** ***** and that's not working. My brother is my care giver and advocate for me and now I'm asking for the help of the *** to help resolve this issue with ***** *****. I'm ready now for ***** ***** to just give me a full refund for the chair and I'll go elsewhere to get a new chair as I need the chair for me to sit upright when my breathing is bad and I'm not able to use the chair safely. I suffer from long covid and I'm on oxygen 24/7 so either a repair immediately or replace or refund. I have not filed a complaint until now and I'm pleading with the *** to help me resolve this issue as I'm on a disability income and cannot afford to just go out to buy another chair. Thank you God bless

  Business response

  24/01/2024

  HI     A LONG WHILE BACK    WE RECEIVED A CONCERN FROM **** ******   

  CHAIR WAS PURCHASE JAN 5TH 2023  BY ****** ******  

   

  PERSONALLY VISITED HER HOME MID TO END OF SUMMER  2023 AFTER RECEIVING CALLS    PICTURES WERE TAKEN  BY MRS  OR SISTER    SENT TO STORE       BUT NOT CLEAR ENOUGH  LATER I RECEIVED  OTHER PICTURES   I PROVIDED TO THE MANUFACTURER   AND AFTER NUMEROUS BACK AND FORTH   WITH MRS  AND CUSTOMER SERVICE   I WAS INFORMED 012224     CUSTOMER SERVICE NEEDED    BETTER PICTURES...   THESE WERE THE BEST WE COULD TAKE...THAT WE  HAD SENT..    AND THEY SUGGESTED THE ARM NEEDED TO BE UN UPHOLSTERED 

   

  THE NEXT SUGGESTION WAS TO TAKE THE FABRIC OFF THE ARM TO SEE IF IT WAS BROKEN    AND IF IT WAS THEY WOULD LOOK AT SENDING  ANOTHER ARM   

  I CALLED THE PERSONS SON AND SAID THEY   WOULD NEED TO   PROBABLY HAVE CHAIR ARM  UNDRESSED    ASSESSED BY A TECHNICIAN   AND THEN I COULD    ADVISE MANUFACTURER   WHAT PARTS WERE   DAMAGED   AND THEY WOULD DECIDE   WHAT PARTS WERE UNDER WARRANTY   WERE NEEDED   AND WERE COVERED   ...  THE SERVICE CALL WOULD HAVE TO BE PAYED BY THE CONSUMER  AND SO WOULD THE RE ASSEMBLY    AND ANY TRANSPORT REQUIRED    CUSTOMER TURNED DOWN THIS COURSE OF ACTION    THESE ARE GENERALLY WHAT TRANSPIRED   

   

  ***** *****  

   

   

   

  Customer response

  25/01/2024

  
  Complaint: 21192678
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer response

  25/01/2024

  
  Complaint: 21192678
  
  I am rejecting this response because:***** ***** is lying all he's ever told me up to now is that he's still waiting for lazy boy company to get back to ***** ***** about what lazy boy decides to do. When I purchased the chair I was living with my husband ****** ****** and I am no longer living with ****** ****** since may 7th 2023 after getting out of an abusive relationship I had no idea when I purchased the chair that ****** had put the receipt in his name. Mr ***** ***** refused to give me a copy of the bill of sale. Also ***** ***** didn't tell me I was responsible for the cost of the repair and services for the repair. I was under the full understanding that my chair first of all wasn't in my name and when the chair was bought the sales rep said the chair was fully covered if anything happened to the chair and I was under the understanding that it would be the stores responsibility for getting the chair either repaired or replaced at no cost to me so I was totally misinformed when I purchased the chair not to mention it was bought by me no matter if it's under my name or my ex-husband the chair is still under warranty and should be taken care of by the store not the customer that paid for it. I would like to see if you can get me a refund I will go elsewhere to purchase a new chair. I am on a disability income and I am in no financial position to pay for the repairs that I feel should be the stores costs. 
  
  Sincerely **** ****** 
  

  
  

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ********* dishwasher from Masse in January 2020, along with an additional warranty. My dishwasher broke down, and initially, I believed it was due to a clog. I contacted my ********* repairman. He inspected the dishwasher and informed me that the motor was faulty, and it should be covered by the warranty. Following his advice, I contacted Masse to discuss the warranty. They directed me to the company responsible for handling warranty claims. In over a month, I made three or four calls to the warranty company. Eventually, they informed me that Masse had not registered my warranty and advised me to contact them directly. I spoke with the ***** of Masse and explained the situation. Surprisingly, he suggested that I call ********* and dishonestly request a quality control part (recall) to fix the motor. I expressed my concerns, explaining that the ********* repairman had already assessed the situation, and it wouldn't be appropriate for me to deceive him. The ***** responded rudely, asking if I wanted his help or not, and even offered to refund the amount I paid for the warranty if I was dissatisfied. The repairman changed the part that was a quality control and recommended repairing the motor, and that I should send the bill to Masse, as he is the only ********* repairman in the area and this would save him a trip. He mentioned that, in his experience, most reputable store *****s would take responsibility for such issues. Subsequently, my husband contacted the ***** of Masse. Unfortunately, the ***** was also rude and claimed that the bill for the repairs was excessively high. He mentioned that if he had known the cost, he would have sent his own repairman. My husband requested a quote from the *****'s repairman to compare prices, but we have not received any response. The ***** has also failed to answer my messages. In my opinion, this situation amounts to fraud, as the ***** is not honoring or even registering the warranty that I paid for.

• Initial Complaint

  15/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Went to ***** Furniture on Feb 15th, 2023 looking for a power assisted recliner chair. ****** was the sales representative that assisted us. After many questions and promises by herself as stated in the complaint letter sent to Mr ***** ***** we ended up purchasing the chair. She repeatedly said do not worry we will ensure it is fully shrink wrapped you have nothing to worry about trust me. We paid 2599.00$ for the chair. The following day My husband and brother in law went to pick up the chair and it was loosely shrink wrapped, put in the box of the truck. It was strapped down. within 15 minutes of travel the back rest of the chair was gone missing and you could see in the shrink warp how loosely it was. Steps were retraced and the backrest was not found at all. Upon arrival at home we contacted Mr. ***** and all he can say is it is out of our hands we gave it to you and you lost it. Nothing I can do. When the rest of the shrink wrap was taken off manufacturing defects were visible please see the pictures included. When we told Mr. ***** he basically told us we did the damage to the chair and that he was not going to have a replacement for the chair. Since we damaged the chair ourselves. No resolution was offered to us we emailed our letter of complaint on February 27th and gave him 10 business days to respond. We have yet to get any reply from him. Once refunded we will gladly return the seat portion of the chair.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 twin L mattresses on Sept. 6/22. At the time of purchase I was informed that it would take about 10 weeks to receive the mattresses and I agreed to this. On Sept. 21, I texted the sales person to confirm that my e-transfer was received and the mattress was ordered. I received a confirmation by text. (see attached). On Week 10, I called the store to inquire about the status of my order. I was informed by the staff that they were not able to check the status of my order and that I would have to speak directly to the ***** (*****). I was informed that normally an employee named **** is the one who checks on orders but she directed me to the *****. After calling for a week straight, the ***** finally called me back and told me that he had no idea when it would come. I asked him to reach out to the company for information and since then I have not heard anything from him. I have been trying to contact him everyday for the past 3 weeks and left messages for him EVERYDAY to contact me. I also emailed him on Dec. 4 to inform him that I would be contacting *** if I did not hear from him by Dec. 7 The mattresses were paid in full on Sept. 7-22. Total cost for mattresses was $1078 before taxes I applied a Store Credit of 378.12. Balance paid by me was: 790.86 after taxes by e-transfer. The store credit is from a purchase my mother-in-law, ******* *****, gifted to me. She had tried to order furniture in Jan, 2020 but the products were not available so the Store Admin cancelled the order. ******* ***** ordered other products to replace them which were cheaper. The store credited her the balance instead of refunding her. She gifted it to me in order to buy the mattresses. She no longer needed furniture. The store approved the transfer of the credit when we purchased the mattresses. At this point, I believe that the mattresses have not even been ordered (one employee agrees with my suspicion) and I believe the reason is because of the store credit.

  Customer response

  03/01/2023

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

   

  Hello *****,

  
  

  I wanted to update you on the status of my complaint against Masse Furniture # ********. The day after I filed the complaint, the ***** called to inform me that he would be ordering my mattresses. They have arrived at the store today and we are going to pick them up tonight.

  
  

  Thank you for your help in this matter.

  
  

  **** *****

*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. ↩