Business ProfileforBarnett & Swann Furniture

*ust to be clear for anyone that reads this, Mr * that filed this complaint didn't purchase the loveseat his mom did for herself. I will address these one at at time.

Was purchased three months ago and didn't fit..........You are correct the sofa Ms * picked out didn't fit. It is not our responsibility to measure the door to see if the furniture will fit. So we returned the sofa to the store.

******* sent out an ugly loveseat without sending a picture of what it looked like....... Completely false, the entire transaction was done over the phone by sending pictures to her, she never came in the store to look at the furniture. It's not our place to decide what furniture a customer thinks is ugly. We show the customer what we have available and let them decide if they like it. 

She then sent another loveseat and it's knotting up like an old sweater.......So, on the same day we delivered the original sofa that didn't fit, the delivery guys returned to the store and ******* sent more pictures to Ms * and she picked out two loveseats that she liked and we returned to her house with two for her to choose from and the one she liked again would not fit. The other one she did not like. So the delivery guys returned both loveseats to the store. At this point it was too late to return to her house for the third time and we told her it would be the next day before we could return. So ******* sent her more pictures of what we had available. The choices are limited since the doorway is smaller than normal. She then picked out one she liked and we came out the next day day for the third time. This loveseat fit and Ms * sent ******* a message that she loved it. Ms * has been very nice ******* this process.

She should not have paid $1100 to begin with......... It's not our place to tell the customer what they can or cannot afford. We show the customer what we have available and let them decide what they like within their budget. In this case the choises were limited because of the doorway. 

She tried to call the owner and nobody bothered to call her back...........She was told when she called that the owner was out of town and would call her when he got back. I got back to the office on *anuary 5th, I called Ms * that morning and let her know I was following up on her warranty claim and would hopefully have an answer for her that afternoon. She was very nice and thanked me for calling her. I indeed got an answer that afternoon and called her back to let her know that her claim had been approved and the company would be sending her a new cushion cover at no charge to her. She again thanked me for helping her. The factory reopened on the third and we had an answer that the claim had been approved on the fifth. I certainty fell like this is an acceptable time frame to have a resolution.

I have even sent ******* a message and crickets...........You were told when ******* messaged you that the factory and customer service would be closed until *anuary 3rd. She told you she would submit the information to the factory and let you know when they responded. You messaged on the third and fourth and she didn't have any information to give you. Remember you were told the factory wouldn't open until the third and she would message you when they responded. On the fifth you messaged ******* "you can only hide behind messages for so long we need an answer" With you being aggressive, I told ******* not to message you that I would call Ms * (who actually bought the loveseat) and talk to her. Which is what I did and she was very nice.

If we don't get answers by in the morning lawyers will be involved and she will be getting her money back...........Contacting a lawyer is certainly your prerogative to do as you wish. 

So, after receiving this complaint from the BBB I called Ms * to ask her if I was missing something or if she was unhappy with the resolution. She told me she was happy and thanked me for helping her. I then asked if she was aware that Mr * (her son) had filed a complaint with the BBB on her behalf. She said no and that she was happy with the transaction and helping her with the warranty claim. 

Since Mr * did not purchase the loveseat, and apparently doesn't have all the pertaining information, we will no longer be responding to him and will deal directly with Ms. *************************