ComplaintsforPark's Furniture

• Initial Complaint

  30/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This started when my wife and I ordered an end table that was originally supposed to be transferred from another warehouse, and we were told we would get it the following week. When I arrived at the Hamilton warehouse to pick it up, I was told that it wasn’t there, and I had to contact my sales representative. I did this and was informed that their warehouse stock was incorrect and that I would have to order the piece from the manufacturer, and that it would be another couple weeks. That deadline came and went and when I contacted them again I was told it was delayed till the next week. The next week came and went and upon attempting to contact my sales rep I found that they no longer worked there. I was again told my someone new that it would be next week. This deadline also passed and when I called to inquire I was told that the truck driver stole the shipment? Which is an insane thing to tell a customer, even if true. At this point, we just wanted a refund, so when my wife and I went to the store to accomplish this, we were told that our furniture was there, although we hadn’t been notified, and that we would have to pay restocking. When we voiced our refusal of this arrangement, we were called ignorant, insane, told to shut up, and threatened to have the police called on us. I do not understand how this business can operate when they literally verbally assault customers who have issues with their incompetence.

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They cancelled my order because there is nothing in stock. They said it would he used as a credit but they refused to let me use it unless I spend more than $1000.

  Business response

  13/01/2024

  This customers order was delayed by the manufacturer. They chose not to wait for it to come in and were refunded minus a reusable restocking fee of $83. In order to use this $83 she was told it could be used on anything of equal or greater value of what was cancelled.

  She came down to use it and tried buying something way less, we told her she could not use it for that as she had been told multiple times previously on how it worked.

  She then went on to Tell people walking into our store not to shop there and how are business was horrible, she then began calling our store to hold up the phone lines so people couldn't get through and told us as she was doing this.  She then poured coffee on one  of our showroom chairs. This was the last of our good will towards her asking her to leave without having to phone police.

  After this WE had to pay to clean the items she had tried to destroy and speak with our customers in the building and try to rectify what had just happened.

  As a result we cancelled her membership and now the $83 restocking fee to help cover the cost of the cleaning, instead of taking her to court for the damages

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to parks furniture looking for a left side chaise sectional. I found a sectional on display that best suited my needs. I sat down with a staff member and proceeded to go over my needs for the sectional. I told her repeatedly that I required a chaise that was to the left of the couch. She was pleasant and seemed to understand my need. Unfortunately she was in training and was uncertain on how to maneuver through the order screen so he called for assistance. That's when another associate stepped into action. I explained to her my needs and was very adamant that I needed the chaise to be on the left side of the couch because if it was on the right side it would block my door entrance to my livingroom. She drew a picture showing me the lay out and we both agreed to the lay out which showed a Lshaped sectional. I then picked out the material, the arm style and also picked out material for 3 pillows. When they started placing the order into the system at the work station we were sitting at they were having issues with the computer thats when we went down stairs to the main floor and the 2 ladies went to the computer behind the glass and started the process. The seasoned sales lady was still having issues with the entrying of my selection. I was there going on 2.5 hrs by now and was getting hot and tired standing there. Finally the seasoned sales lady told me that she was having issues and that she would figure it out by the end of the day. I trusted her judgment and sent my initial $1000.00 etransfer and I left. I received my sectional on August 4th 2023. I had ot delivered and assembled by the delivery men. Once it was assembled I was disappointed to see that the chaise was on the right side of the couch. I contacted parks sent a picture of what I received. Their reply was I got what I ordered and if I wanted to have it corrected it would cost me 20% restocking fee plus ill have to wait 6-8 weeks for another. Parks should admit their in the wrong and replace .

• Initial Complaint

  27/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 6, 2022, I purchased a sectional sofa from Parks Furniture. Delivery was scheduled for November 16. On Nov. 11, I received a phone call from Parks informing me that half of the sectional was damaged and would need to be re-ordered from the manufacturer. Delivery was delayed until Dec. 21. On the date of delivery, the re-made part of the sectional (the sofa section) was not delivered, and I was told the wrong piece had been picked up from the manufacturer in error. I was informed that they had a driver headed back to the manufacturer's location (**** ** ****** located in Mississauga) to retrieve the correct piece. Later that evening, that piece was delivered. Between Dec. 22 - 25, I placed several phone calls to Parks Furniture regarding the condition of the sectional. The chaise part of the sectional appeared used and defective. The lining under the cushions was worn and creased (the way it wears from use), the label had been ripped off, the cushions were defective (seams did not line up, and the end cushion did not fit), the feet did not match, and there was a stain on the cushion. None of my phone calls were answered, and their voicemail was full. On Dec. 25th, I emailed the sales girl to notify her of my concerns. By Dec. 31st, I still had not received a response, so I followed up via email with photos of the issues with the sectional. I finally received a response on Jan. 4, 2023 saying the Service Manager (**** ********) would be in contact. From that date forward, I never received a solution. **** ******** called me only once, only after I emailed a complaint about his disregard for the matter. I had to call him three times looking for resolution, and received only comments that he was working on it. March 20 was the last correspondence received from Parks. They have ignored all my connection attempts since that date. I would like the sectional replaced for a new, identical one without defects, even if they must obtain from manufacturer.

  Business response

  10/07/2023

  Parks to Manufacturer: **** ********* ******

  Its hard to explain but it sinks the springs seem attached but its almost like it was a used item which i know you guys wouldn't send us. 
  
  Can we get a replacement for this piece please? 

  Manufacturer: Is it possible to get a photo or the sinking or the used look your concern about? 

  Parks: Here's the photos 

  Manufacturer: No worries
  I will get an ra for it to come back to repair 
  I’ll send it to you tomorrow 
  

  Parks: That could work, but just asking here, we have to go get it then bring it back then come pick it up then redeliver. Is there anyway of just getting a replacement? 

  Manufacturer: Please provide the PO against which it was shipped and also confirm which piece has the possible spring issue, so that I can assist you further 

  Parks: Order number ****** 

  Manufacturer: Please use RA#** and send it back. We will inspect and will advise you accordingly.  

  Parks: Phone call to **** ****** telling her the manufacturer would take it back to look and repair as the manufacturer decides options not Parks Furniture. Explained we tried to get replacement and she didn't want the repair. That was the only option given to us and at the time we were no longer selling **** ** ***** and we were able to get them to co-operate with us and getting this done. 

  Parks: I was off for few weeks and never heard back about this situation again. It was brought to my attention again recently. We now have a working relationship with the Manufacturer and they offered solutions to what they can. **** ****** wants a replacement and its not something that they are willing to give but they offered her replacement legs as they changed up the legs on this set and new cushions stating since pieces were from different production periods this may have caused this issue.  We have offered everything the Manufacturer has offered. This is all we can do 

  Customer response

  10/07/2023

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

  Eric has been dishonest in his response to BBB. Please see attached correspondence and documentation. First, nothing was ever said about the springs. Ever. I never refused any offer, I simply have never been presented with a proper solution. Of course the chaise section needs to be replaced, not have springs repaired, b/c there isn't an issue with springs. I have informed Parks that the cushions/chaise are defective and provided photos. This appears to be an issue with Parks not wanting to bother driving back and forth and rather wanting the supplier to make a new one so they only have to drive over to the manufacturer once. 

  The chaise is defective. It has been displayed through evidential photographs. When they can provide a proper solution, then we can rectify the issue. 

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

  Business response

  13/07/2023

  Eric has not been dishonest at all. The springs were mentioned along with everything else in hopes they would replace it for the customer because of the many concerns she has. Eric has tried to get a replacement but the manufacturer wont agree to that but have agreed to parts

  Customer response

  16/07/2023

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

  Please note: I have provided all email documentation outlining my complaint (all can be referenced at any point of this process), specifying all concerns. Never were springs mentioned. The sectional is defective. I would like to request that the sectional be replaced, and if refused, I would like Parks to pick it up for a full refund. Once this process began through the BBB channel, I received direct emails from Parks regarding the matter and further photos were provided to evidence the defects. This same thread and documentation/photos were provided with the last refusal.

  If this matter continues to be unresolved, I will utilize all documentation and correspondence obtained/shared both prior to and including the BBB channel and will proceed through the court system, with costs.

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

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 27, 2019, I purchased two recliners and paid $95 plus taxes for a lifetime membership. Unfortunately, the recliners from ******** had a warranty issue and I had to get it resolved through Parks, their authorized dealer at the time. My experience dealing with Parks was extremely unpleasant, unprofessional, and unethical, especially from the owner, Patrick. They refused to provide the service that I had agreed to pay for and even asked for handling charges before handing over the part they received FOC from ********. Dissatisfied with their service, I contacted ********, who stepped in to ensure that I would not be held ******* by Parks. ******** arranged for a second part to be shipped directly to me and contacted a technician to fix the issue. They were extremely attentive, listened to all my concerns patiently, and demonstrated genuine customer appreciation. ******** provided all necessary support to resolve the issue to my satisfaction. Given my experience, I felt it was essential to share my views, and I posted a review based on the actual facts of my experience dealing with Parks. For further details, please refer to my review at https:******************************* However, on February 19, 2023, the owner of Parks left a voice mail, where in he states- "I just wanted to let you know that unfortunately we gonna have to suspend your membership permanently in light of the comments that you wrote about our company online" I would like to point out that I was never asked to agree to a “no bad review” policy when signing up for the membership, and therefore, I believe that I am entitled to a refund of $107.35.

  Business response

  27/02/2023

  The member policy is  very clear. See below;

  Membership privileges can be suspended or revoked due to negative comments made on social media which can be harmful to Parks furniture reputation.

  This section of the terms of our member is on our website. See below

  https://www.*********************************************************************************

  Unfortunately, he has violated the terms of his membership and because of this we have suspended his membership.

  Customer response

  27/02/2023

  
  Complaint: ********
  
  I am rejecting this response because the negative review was based on truth and facts. I have tried to accommodate and work with Patrick although he was belligerent, unethical and was holding the part *******. I have his emails to prove all of this. Buying a membership is not a carte blanche to a gag order and a means so that Park can get away with unprofessional behavior and bad customer support. 
  Sincerely,
  ***** ****

  Business response

  01/03/2023

  There is nothing more to discuss. Our policy is clear; The item was bought more than 3 years ago. The warranty only covers the parts. The customer has consumed lots of everyone's time in the company. He has wrote a negative reviews online. This is a clear violation of his membership and we have the right to suspend or revoke. 

  Case closed

   

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In early December I had purchased 2 sofas....they arrived December 15th and one of the sofas had a great deal of damage...I have tried calling on several occasions and emailed pics of the damaged sofa on the 15th followed up on the 17th of December 2022 and have been calling biweekly concerning sofa damage still nothing has been done to rectify the issue.

  Business response

  14/02/2023

  We are replacing it.

  Customer response

  14/02/2023

  
  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

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the reclining sofa and chair in October 2022. Received furniture on November 18 th, 2022, Price $3612.43, including delivery. Which cost $135.00. Called first week in December, again on the 8th talked to Patrick in service, 9th talked to Eric, was asked to send problems in video form to them, send video of construction problems on 9th. Called back on the 15th, Parker’s was still waiting for a reply from ****** furniture, the furniture was an ****** product. Called December 28th, talked to Melanie. We were going on holidays for most of January, checked email for response , none. Called January 28th service, talked to Eric, still hadn’t heard anything from Ashley, said he would send an email. I called ****** Canada to see if they had any answers, but no, product was shipped from the US not an ****** Canada problem. Called US office, transferred to call centre, who could not get hold of store at the time, promising to call me back with update, never happened. Called Eric back in service warehouse, he tells me after I ask to return furniture,I can’t, it’s been too long. But they will send it in for repair, “ we will staple the cardboard back in place” Called again today, to office and talked to Jade, she says they can’t do anything from the office and the owner of the company doesn’t accept calls. I can only go through Eric. So I have paid $3600+ for furniture that is broken, haven’t even been using and apparently they will staple it back together. I’m sure you see my frustration. Called back on January 31 to Parks Furniture Office, asked if I could return for store credit or refund, ready to pay return fees. I just want furniture I can use. The office stayed to call Eric back. I would like a replacement or refund, even if I have to pay restocking fee. The problem is the arms are broken and the material they are made of is out of place, the cardboard is out of place. Hence they will staple cardboard back in place. Park’s staff always considerate

  Business response

  02/02/2023

  Unfortunately, you are not able to return the furniture, However, we will fix the problem with the arm.

• Initial Complaint

  16/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered furniture back in February with 6-8 week delivery. Now 10 weeks (almost 11) and furniture is still not in. A company should not give a range for arrival if they cannot meet it. I've called every week and the answer I get is "I will look into it and call you back". No one ever calls me back.I've also asked to just cancel the order and I'll buy something in stock and then I am told I will pay a fee for doing this.. I've already paid for this furniture (e transfer sent to them) so I am stuck now just waiting for this furniture to apparently show up.

  Business response

  17/05/2022

  Consumer Response /* (2000, 5, 2022/05/17) */ This email is to let you know that parks furniture refunded my order in full today after hearing from your company. Thank-you very much for the assistance with this matter. ***** ***********

• Initial Complaint

  28/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** Recliner Invoice #XXXXXX THIRD REQUEST FOR SERVICE - February 25th, 2022I purchased a ***** ****** Recliner from you, taking delivery Oct 20th, 2021. (Costing $937) I am still having an issue with the lever to release the recliner. The lever is extremely tight and hard to pull and now the rubber on the lever is now SPLITTING. Your service man came on Nov 4th, 2021, and pulled the lever out from the side of the chair, but it has not solved the problem. The chair does not operate anything like the one in the show room. It is also difficult at times to close the recliner, having to slam it shut with my legs. I previously emailed your store on January 31st, and February 11th, 2022, requesting attention to this matter, however, have not had a response. I am a senior citizen on a fixed income and this chair was a very large purchase for me. I am delighted with the fabric and the fact that the chair is Canadian made, however, am disappointed in the operation of the chair. Would greatly appreciate your attention to this matter at your earliest opportunity.

  Business response

  19/05/2022

  Business Response /* (1000, 5, 2022/03/28) */ I personally went out and serviced the chair. The chair is working fine. It is a manual chair and you have to use your legs to close it. Unfortunately, because of her age she does not have the strength to close it. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this chair is operating correctly, why is the rubber on the handle now splitting open because it is so hard to pull? And why did you admit the lever is tight and had to pull it from side of the chair? (which did not last) This response is not acceptable. I want this chair fixed so that it is easier to operate. Also, when trying to close the chair, it often is not smooth and seems to almost lock, therefore, having to slam it shut with my legs. Business Response /* (4000, 9, 2022/03/29) */ We are ordering her a new rubber handle and I am willing to go and look at the recliner again. However, if there is nothing wrong with the recliner there will be a $40 service call. If there is a legitimate problem there will me no charge Consumer Response /* (4200, 11, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please let me know when the handle has arrived and when you will be replacing it. I am not willing to close this complaint until the chair is working the way that the chair worked in the showroom. I would not have purchased this chair if the chair in the showroom had the issues my chair has. Thank you Business Response /* (4000, 16, 2022/04/11) */ We have ordered the replacement part and are waiting for it to come in. Consumer Response /* (4200, 18, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, Please let me know when the handle has arrived and when you will be replacing it. I am not willing to close this complaint until the chair is working the way that the chair operating in the showroom. I would not have purchased this chair if the chair in the showroom had the issues my chair has. Thank you Consumer Response /* (3000, 25, 2022/05/10) */ At this point, I have not heard from Parks Furniture regarding the part they confirmed they were ordering for my chair. How does this complaint proceed from here? Please advise, Thank you. Business Response /* (4000, 27, 2022/05/11) */ We are replacing the handle and checking out the chair this week Consumer Response /* (4200, 29, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point, no communication has been received from Parks to advise when the handle is going to be replaced. According to your response, 'this week', it's Wednesday and no appointment has been set. Again, I will close this complaint when the chair has been fixed to my satisfaction. Thank you. Business Response /* (4000, 31, 2022/05/16) */ I have replaced the handle and tested the recliner. The recliner works perfectly. Consumer Response /* (4200, 33, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for repairing the handle (a reminder the chair is still under warranty), however, it will be interesting to see how long it lasts, as the chair lever doesn't operate as easily as the chair in the store and is very hard to pull. The chair may work 'perfectly' for a man, but for me, the lever is not as free and easy to operate as the chair in the store. The chair has never been turned upside down to examine the mechanism to see what the problem is. What a disappointment this purchase has become.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 30th 2021, I went to parks furniture to buy a matching piece to my current sectional couch so I could have a different configuration. I was keeping my right hand facing sofa and wanting to buy a new left hand piece to make it an "L" shape. I brought with me a photo of the tag of my existing piece which contains the item name# and colour as well I brought a picture of my couch and I cut off and brought a swatch of the material that comes under one of the cushions so the material colour could be matched. When I went into the store and associate Jazlyn helped me. I showed her the pictures on my phone. She took my phone. I saw her zoom in to read the item number. I told her I was looking for a new half to my sectional. She told me I needed the left hand facing corner sofa. I agreed. She had me sign a paper with a new product # which she told me was the match to my current price. As the customer I do not know product numbers. But I saw it said left hand facing corner sofa. And I signed. I paid a deposit of $225 and applied a $78 dollar credit I had on my account. The sofa took 5 months to come in. I got a call on Dec 22, 2021 that couch was in. My husband and I picked it up Dec 30th, 2021. It was wrapped in cardboard and plastic so I could not see it until I got home. When I unwrapped it I noticed that the arm of the new couch did not match my current couch. I called. They said because in July I signed beside the incorrect product number (the number the sales associate told me matched my couch but was actually not the correct item) that now I would have to pay the 20% restocking fee and the price of the couch I was actually always thinking I was getting but didn't, has now gone up in price and I would have to pay the difference. I said that is not acceptable. They offered to split the restocking fee which is still not acceptable since it's not my mistake. I went down to store and owner Patrick and another employee teagan ****** at me and pretended to call police

  Business response

  28/01/2022

  Business Response /* (1000, 5, 2022/01/12) */ The customer came into Parks wanting to buy a part of a sectional to go with her existing sectional. We never sold her the original part of the sectional. She provided us with the model number of the item she wanted. She reviewed the sign off sheet which shows a picture of the model she was buying and the SKU. She signed that this was the correct model/SKU and fabric. We got her the model she signed for. FYI the picture on the sign off sheet shows a sectional with a square arm, she says she wanted a round arm. Why would she sign this was the correct model if the arm is clearly not what you wanted. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the customer I brought in the correct information and provided this to the sales associate. She told me that this was the correct piece that matched my current couch. There would be no reason to question her. Also the picture of the couch is very small, and the couch was almost correct but the arm on the couch was incorrect which was not noticed from a small picture. She has all the correct information and provided me with incorrect match. I as the customer trusted that she knew what she was doing,************************************************************************************************ *************************************************************************************** I have contacted a lawyer and they say i do have a case for small claims court which will be my next step if this is not resolved professionally. I am willing to take this as far as possible, the news, social media, court etc if not resolved properly. It is just such bad customer service to assume that a customer, after providing all the correct information to a sales person, the sales person telling the customer this is the correct item you need sign here, that its the customers responsibility in any way. ***************************************** Business Response /* (4000, 9, 2022/01/15) */ There is no court in the world that would side with her. The picture on the sign off clearly shows it has a square arm. If she brought the model number in why wouldn't she confirm it was the right model on the sign off sheet before she signed it. There is no more to discuss.

*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. ↩