ComplaintsforPruitt's Fine Furniture

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 6 piece sectional from this company last year(2022). When we bought the salesman said if anything were to happen to the couch theyd come and pick it up and fix it. We filed a claim on October 27,2023 for some damage caused by moving. We were told we would have a call back from a manager on Friday. I called Monday no call, called today November 7 2023, they said the claim was denied. I will be reaching out to a lawyer. This is highly unacceptable.

  

  Business response

  11/09/2023

  The Stricklands filed a warranty claim with our third party extended warranty provider regarding the armless chair portion of their sectional. This claim was denied by the warranty company. One of our **************** Reps spoke to both Mr and ************************ yesterday to go over their options and discovered that they also had an issue with the chaise lounge piece. 
  Our CSR informed her that although this repair was outside the one-year warranty through ********, we would order parts (new covers) for the armless chair and also order parts for the chaise even though no claim was submitted on that piece. The covers have been ordered and are estimated to arrive in our warehouse from the vendor by the end of December. Once the parts arrive, we will contact the customer to schedule in-shop repairs of the two pieces.

  After the call with our CSR the Stricklands were very happy.

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In 2019, my husband and I bought a couch from Pruitts. They talked ** into purchasing their five year warranty, and so we did. Their warranty was described to us as covering any rips, tears, pulled threads, sagging cushions, or manufacturing issues. On 12/14/2022, I called to file a warranty claim on a few issues that had just happened. The lady I spoke with took down my information, and had me submit photos of the issues that I reported. Today, 12/21/2022, I received a phone call back from the warranty department, stating that because I claimed multiple issues, they will not cover any of them and are closing my entire claim. I find this a scam and a tactic from Pruitts to collect more money from their customers.

  

  Business response

  12/26/2022

  Dear Valued Customer,
  
  
  To review; the 48-month policy for fabric or microfiber covers items such as food and beverage stains, human stains (blood, saliva), accidental punctures or *****, accidental ink or wax crayon, nail polish or nail polish remover.
  The warranty does not cover such things as cover and cores. If you have any manufacturer defects, those are covered and we will send a technician to inspect.
  
  

  Please call the store to arrange a day that you will be available for the service.
  If you need further explanation please don't hesitate to call our customer service for more explanation.
  
  

  Customer response

  12/26/2022

  We were told otherwise as far as the warranty goes; therefore, we felt we were lied to and pressured into purchasing the warranty. Since we are unable to use the warranty, we would like a refund - no need to send a tech out as a courtesy, we can pound in the nails ourselves. 

  

  Business response

  12/27/2022

  We will refund $159.00, which is the cost of the extended warranty. A check will be mailed out tomorrow, 12/28, to the Queen ***** address shown on the complaint. 

  Customer response

  01/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased an ****** reclining sofa from Pruits Furniture on 8-28-2020. In the 9 months we have noticed that the 2 reclining seats are sinking. At the moment they are 1.5 inches below the center cushion. I called Pruits on 7-18-2022 explaining the situation and of course we are over the 1 year warranty. They offered a company that would come out and repair the issue but we would have to pay the cost. I then asked the phone number of ***********************. I then contacted them stating they produced a defective product and got the same run a round. I asked for a supervisor but was told they could not do anything also. A quality sofa should last more than 1.5 years! This sofa is defective. We do not want a new couch just have this one repaired as no cost to us which is only fair.

  

  Business response

  07/21/2022

  We am very sorry to learn about your experience with the ************ Recliner. ******** does cover any manufacturer defects up to one year from delivery however, your complaint was about cushions and/or cores which is not covered by any warranty. In addition, your call came in 18 months after delivery. 
  
  We would be happy to order replacement cushions or ************* if you would like.  Please call our customer service department to obtain the pricing.
  
  Again, we am sorry that you have had this experience with the Ashley *****************************************************

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