ComplaintsforQuality Furniture

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue is that the finance company is charging me for something I haven't received yet. They delivered the reclining frame twice. The response I got was that the seller sold me a frame that cannot be installed. I called the store, they said they would fix the problem but they didn't. Then they told me the vanity and other items had to wait for 3 months. I waited 3 months, but nothing arrived. I feel robbed because they never helped me with these purchases. I had to pay a down payment of $3,500, and today they are calling me to collect payment for something I never received. This business is one of the worst there is. I had to sleep on the floor for 4 weeks waiting for my things that still haven't arrived.

  Business response

  05/24/2024

  To bbb & customer , 
   
  i first would like to apologize for any inconvenience you may have had. Your order total was the 15k amount you stated, but you were refunded back to synchrony back in 2/13 for $4950 bringing your total to *********. There is no vanity on your order as it was cancelled. As for the base you purchased that you claimed didnt go with the bed for $3199 and the vanity for $1599- you were refunded for that back to your synchrony account! Everything you have in your home which is the mattress and the bed set and the pillows and insurance plan have all been delivered to you and there is nothing more left on our end to do. Your stating the base isnt the correct one, but you were credited back for that with the vanity. ?i will attach a pic of the refund for those 2 items.
  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a furniture set on 10/15/22. I bought the extended warranty and I have had non stop issues with this furniture. I have made complaints on furniture several times theyve had to pick I up and fix it 3 times before this last time, first time was 8/7/23 the springs in ***** were wearing out they finally replaced. The next time was couch and recliner were the arm padding was breaking down, back wearing out, everything basically wearing out they picked up both pieces the love seat and recliner and I still havent had them back and its been over 3 months. I call them they say they will get back in hour or after lunch and no calls back. Ive gone there 2 times 1 week saying it will be here no calls then I go back week later they said they forgot a piece I ask them why didnt they have it delivered next day, well once again they said it would be delivered and nothing. Wife gets a call said the furniture cant be delivered because the driver called in sick we will contact u next day were there is no contact and its 5/12/24 and they picked furniture up on 2/3/24. I am over this now they can refund me for furniture or replace it Im just tired of this on going process.

  Business response

  05/19/2024

  To bbb & customer , 

  I first would like to apologize for any inconvenience you may have had . we did speak to your wife regarding her order and informed her that the recliner chair has been refunded and credit back due to not being available. As for the sofa thats being replaced , they also spoke to your wife and are replacing that for her as well. The office will be in contact to schedule a delivery..

   

  thank you 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase furniture from this location and I was charge extra for insurance on all items at the end of December 2023 I called and explained issues I was having with the furniture they gave me the number for insurance and was told to submit the request for exchange of the items I did as I was told and was approved for all items to be replaced was told to contact the furniture store for them to replace now they are giving me the run around and wont replace anything every time I call them Im told someone will call me to resolve the issue and nothing is done one of the furniture piece is expensive and not even a year old for it to be not working I paid for insurance and expect replacement they even said they dont sell the massage chair that I purchased from them anymore I dont care I need for my issue to be resolve or money back and I will return the defective furniture if I paid for insurance and they approved a need a resolution Product is 4 bar stools and a massage chair

  Business response

  02/25/2024

  To bbb& customer ,

  I first would like to apologize for the inconvenience you may have had, the manufacture, for your massage chair has a six month warranty through our store, unfortunately that has passed, but we will be more than happy to send a technician out to you and see if he can fix it, and if its not we will be more than happy to reach out to serve *** the company that you purchased a warranty and open a claim for you, regarding your barstools, unfortunately that damage looks like wear and tear and thats something we cant take care of through our store! There is a 6 month warranty we offer and you have surpassed that! I will have our service department reach out to you to schedule a technician to look at your massage chair.

   

  thank you 

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made this transaction with quality furniture July 9. Spent a total of $3976.25. Bunk beds did not fit. Delivery guy didn’t have accurate measurements. Spend $899.99 + tax on bunk beds that don’t fit, manager doesn’t want to exchange or even refund amount. Not accommodating with me at all. I want either a refund of $899.99 or an exchange for smaller beds since they were not accurate on measurements day of delivery and a lot of miss communication with sales rep and manager. They didnt explain anything at all. Delivery took over 4 weeks when they said it was 2-3 weeks. Quality furniture Synchrony Bank Last 4 of acc # ****

  Business response

  08/11/2023

   

  To bbb & customer,

   

  Customer got delivered her bunk bed. she wanted to cancel it since it was to small her room, we informed her that she did chosse this one and it states on her contract, '' all sales are final, no cancellations, buyer agrees to measure door ways .' customer was aware of her bed set that she choose. unfortuately there are no cancellations and customer has her merchandise in her home. customer came in to store and as a courtesy we agreed to remove her bed and place it in a different room and was also given a free box spring. we have done our part in the agreement and there is nothing more we can do than we already have.

   

  thank you

  Customer response

  08/14/2023

   I am rejecting this response because:
  
  Before it was delivered to my house I was already wanting to cancel because the time frame was longer than what they told me. They gave me a hard time from the jump. I was not told there was no exchanges , everything is final sale or I’m responsible to measure my room. Day of delivery I asked for measurements I agreed to what they said so I told them to go ahead and build it but measurements were WAY off than what they told me. They offered me a “FREE” box spring because they didn’t deliver the mattress that I originally ordered. The one that I choice from the sales floor wasn’t what was on my receipt and the item that was on my receipt that I paid for wasn’t what I got delivered. They offered me a free box spring because my bedroom set and mattress didn’t come with it also another thing they didn’t inform me or even give me a heads up so I can purchase it. Because of the mistake on my mattress they said I will get a free box spring & $100 back if not I would have to wait until they order the CORRECT mattress that was going to be atleast 2 weeks or eta may be subject to change . I don’t see why I have to accommodate with them and they didn’t do the same with me. All I was asking was an exchange for smaller beds and if it was cheaper I didn’t want money back and if it was more expensive I would’ve paid the difference but they rejected everything. It’s been over a month and my kids and I have to sleep on the floor because we have to still wait on them. Delivery was a lot longer than what they told me, didn’t get right items & on top of  that delivery people didn’t put the furniture the way I wanted it in my rooms. So unfair, not happy with my purchase or their business at all.

  Business response

  08/17/2023

  The customer originally ordered this bed. We have a signed contract. We give to every customer and it states on there, “ All sales are final no refunds. Buyer agrees to measure doorways and stairways before ordering, as seller is not responsible for merchandise purchased that is too large to fit.” we went to Customer’s house twice.  the first time she had the delivery guys move it in one spot. She called in store after and said she didn’t like it in that spot. We gave the customer a free boxspring and we also gave the customer a second delivery for free.  the delivery guy’s went to her house took off the bed, undid it and re assembled it in a different room. We accommodated that for the customer , at this point where is nothing more that we can do for customer. Customer choose this bed, we delivered and we have done our part ! 
  

  thank you 

  Customer response

  08/17/2023

   I am rejecting this response because:
  
  The first time they delivered my beds I asked for a certain way where I wanted it to be placed and they didn’t do that for me, it was possible to do it. So they proceeded to build the beds a different direction to where it took up the entire room. The only reason why the offered me a free boxspring was because on 08/10/2023 I went IN store and provided my receipt and a photo of the mattress I received because it wasn’t the correct one. That’s when they told me I had two options, wait for them to order my mattress I originally wanted (what I paid for) OR keep the mattress they gave me + $100 credit + free boxspring with delivery & offered that they would put the bed how I asked for the FIRST TIME or un assemble it for me. First time they came less then half ways on them building it i told them to stop building it because it was taking up the entire room so delivery guys made a phone call and the manager at quality furniture told them to continue building it after I said no. So it is not my fault they had to make a second trip to unassemble it & that’s what THEY offered me not what I asked for. It also states on the contracts “ ALL CANCELLATIONS AND EXCHANGES ARE SUBJECT TO SELLER APPROVAL. MINIMUM FEE OF 35% WILL BE ASSESSED ON SELLER APPROVAL. “ so therefore they could’ve done a better job to “ accommodate “ me then to offer me things that didn’t even have me satisfied. Was willing to pay more anyways so that 35% didn’t scare me. Also false advertising on a commercial isn’t well either because they don’t even give you what they say for “free” . 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hice una compra el 11/27/2022 de una recámara a crédito y lo que estoy pagando es un total de 7,308.75 dólares y nos dijieron que en 15 días no la entregaban pasaron 22 días y no me hablaron y no entregaron nada,pero si me llego el cobro,le hablé a la que nos vendió y le dije que ya me había llegado el pago pero aún no me entregaban mi recámara que si tenía que dar el pago y me dijo que si,me dijo que todavía no la tenían pero que estaba por llegar,le dije que yo iva a salir de viaje y que regresaba el 15 de enero y me dijo que en cuanto regresara me la traían,regrese de mi viaje y nada nunca me hablaron y yo hablé y no me contestaron,deje mensaje y nada asta que estuve insistiendo y me contesto y me dijo que ya la tenían que estaba en delivery y le dije está bien,pero nada,yo hablé a la bodega y me dijieron que no la entregaban porque no la tenían ósea que eran puras mentiras,después que no tenían repartidores después que fuéramos nosotros a dos horas de camino por ella cuando nosotros pagamos por la entrega y por qué la instalaran,la vendedora solo se estaba burlando de mi diciéndome mentiras,yo hablé al banco donde estoy haciendo mis pagos y les dije lo que estaba pasando hice un reclamo y me dijieron que esperará dos meses para ver qué pasaba al final el banco falló a favor de la tienda,dijieron que teníamos que recibir el producto,el detalle es que nunca nos emos negado a recibirlo si no que nunca nos lo entregaron,entonces volvimos a hablar para que nos la entregaran y la persona que nos contestó dijo que esa compra estaba candelada y que ya no tenían nada que habláramos a el banco para que nos devolvieran el dinero,hablamos y lo único que hicieron es abrir otro reclamo y hoy nos mandan una carta que todavía debemos de pagar y sin el producto yo les envíe los mensajes de pruebas,y no he querido comprar otra recámara esperando a resolver y nada ahora estoy durmiendo en una conchoneys desde hace meses porque yo ya avía regalado la que tenia.

  Business response

  05/26/2023

  TO BBB & CUSTOMER,

   

  I FIRST WOULD LIKE TO STATE, I JUST RECEIVED THIS LETTER TODAY BY MAIL 5/25, GOING FORWARD IF WE CAN DIRECTLY SEND ME EMAILS TO RESPOND WOULD PROBABLY BE QUICKER ( ************************* )

   

  Customer came in and purchased a custom mattress and bed set. Customers custom mattess came in and is ready to be delivered from weeks ago. Customer was aware that the bed set they purchased was custom and can take 2-3 months and agreed to that and it is stated on the contract customer signed stating "'' NO CANCELLATIONS " . When  a customset is ordered, there are no cancellations as it is chosen by customer. Customer called in and stated she needed a bed as soon as possible, so management approved for customer to come in and re select for something else with no cancellation fees. Customer informed management today 5/25 that she will be coming in to pick something else out that she can get delivered quick. We normally dont allow re selections on custom sets, but management aproved it and customer was happy that she can get something quicker.

  customer has been taken care of and is coming in tomorrow she informed management.

   

  thank you

*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. ↩