ComplaintsforParker House Furniture

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional and recliner chair from 1 stop bedrooms in March 2021. The sectional was damaged upon arrival. Most of the issues were repaired and a part was ordered. That came and it was okay , then shortly after broken worse than before. The chair started having issues a few months later. I have been waiting/working with them to get this repaired and have waited WELL over 1 year for the parts. The parts were supposedly on back order due to the supply chain issues. Some parts finally came, a repairman came out and looked at furniture, not the parts sent, and said that they cannot be repaired. They offered me a $600 store credit on a $3106.81 purchase. I declined since I purchased an extra warranty and this furniture was having issues since new. I have messaged Parker House, the manufacturer of this furniture several months back explaining this situation and asking for their help as they have a 3 year warranty on these pieces. I have not heard back anything from them. I am asking them to honor their warranty. The bottom of one side of the sectional and the recliner will not fold up like they are supposed to and one part of the sectional is twisted.

  Business response

  03/16/2023

  Hello,

  
  

  Any extended warranty purchased is handled directly with the online dealer.

  
  

  Thank you,

  
  

  
  

  Customer response

  03/17/2023

  Attached are files from parker House website and other sites online with their warranty.

  
  I did not receive any paperwork with my order. 
  
  

  This furniture line is no longer on their website so I could not link to it there.
  
  EVERY single fabric living room furniture offered on their site has a 3 year limited warranty on the frame , springs and mechanisms and 1 year on fabric.

  
  

  If you look up this line online, every retailer of this line has that same warranty posted. 
  
  If you google the warranty on Parker House furniture, it shows this warranty.

  
  

  It was purchased because of this warranty AND I also purchased an additional 2 years from the retailer. 

  
  

  I just want this repaired , replaced or refunded. I have been dealing with this issue since delivery in July 2021. 

  
  

  Thank you, 

  ********* 

  
  

  
  

  Business response

  03/21/2023

  Hi ******,

  
  

  Again, they will need to have this handled with 1Stop.

  
  

  The warranty is with their dealer.

  
  

  They will need to go back to them.

  
  

  Thank you

  Customer response

  03/21/2023

   I am rejecting this response because:

  
  

  While I agree that the retailer should of honored their extended warranty and repaired ,replaced or refunded the furniture, the maker is ultimately responsible for honoring the original (in date)  warranty on the item they manufacture. 

  
  

  The manufacturer should warranty their product as the maker of the item. Their name and reputation are what they should stand behind. This was purchased in good faith with the understanding that it had such a warranty and they are voiding their contract. 

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Parker House brand loveseat and couch in May of 2022 from Homemakers Furniture, then proceeded to purchase the chair a month later. Within a few months of owning the furniture all 3 pieces had a broken plastic piece that stabilizes that leg rest on the recliners and the seams were all ripping out. We have stuffing hanging out of both our chair and couch. We are a family of four and are all adults who know how to treat furniture. We have never had a problem with any other furniture we purchased through Homemakers. Upon contacting Homemakers they sent someone out to look at the furniture and said that the manufacturer would repair the items. It has been over 4 months with no follow up at all... we continue to call Homemakers and they keep telling us that Parker House will fix it but items are on back order still. Today we went back out to Homemakers and after they contacted Parker House they said that the manufacturer has said that it will be at least 2 - 3 months before they can do anything. We have a chair that we can no longer use at all due to the leg rest being broken and stuffing falling out everywhere along with the frame being bent. This is definitely unacceptable.

  Business response

  03/08/2023

  Hello,

  
  

  We are reaching out to the store and will get back to you soon.

  
  

  Thank you,

  
  

  ******

  Customer response

  03/08/2023

   I am rejecting this response because: I would like to wait and see what happens once Parker House is in contact with Homemakers Furniture. Thank you!
  
  
  

  Business response

  03/10/2023

  Hello,

  
  

  There is a replacement piece on order for the customer that should ship within the next 2 weeks.

  
  

  Please close this ticket.

  
  

  Thank you,

  
  

  
  

  Customer response

  03/10/2023

   I am rejecting this response because:
  
  Sending replacement pieces is acceptable; however I do not want to close this complaint until I know things are fixed

  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a leather desk chair from them 4 weeks ago. I ordered it through 1Stopbedrooms.com. It was processed but it now says shipping status: Awaiting acknowledgement. Fed Ex Ground. I don't know if it is ever going to ship. Nobody seems to know where it is. I'm starting to think this business isn't reputable Please help if you can. Thank you

  Business response

  02/06/2023

  Hello,

  
  

  Whatever is attached I can't open it says error.

  
  

  The only this I can do is reach out to the online retailer and ask them to help their customer. They send in their own carriers to pick up. We are not involved in the pick up.

  
  

  Thank you,

  
  

  ******

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last week I emailed Parker House Furniture to send me 3 specific washers, cost about 40 cents, so that assembly of a Catalina 5 piece bookcase set could be completed. They refused to send me the parts and told me to ask the Seller to ask them to send me the parts. The bookcases were delivered December 6, 2022, but due to ongoing home renovation, assembly did not take place until a week ago. I forwarded the email with the missing assembly parts to the Seller who responded that because I said Delivery went well in which the bookcases were brought to my home and put in the room with no assembly, which has nothing to do with assembly or missing assembly parts, they could not help me. Extremely reluctantly, the Seller said they would send a missing parts request but that there was nothing more they could do. Without those 3 washers, two of which are painted the specific white of the bookcases, the entire bookcase set, $3500, is UNFIT for the purpose purchased and sold to me. It is unreasonable that the manufacturer will not send me the three missing washers. I provided the manufacturer with proof of purchase.

  Business response

  12/28/2022

  Hi ******,

  
  

  It is Parker House policy to have all parts and claims go through where they purchased the furniture. It is their responsibility to take care of their customer and order whatever it is they need through us.

  
  

  Thank you,

  
  

  Claire 

  Customer response

  12/28/2022

   I am rejecting this response because:  I forwarded the email from Parker House to the Seller saying the request had to come through them and they didn’t want to do it because to the Seller, DELIVERY = ASSEMBLY and delivery was completed a couple weeks ago WITHOUT assembly until 2 weeks later due to ongoing home renovations.   This leaves me with a $3500 investment in a Parker House Catalina Bookcase that cannot be assembled without the missing three washers that have a likely value of 15 cents.  Not dollars.  Cents.  Two of the three washers are painted white using the same paint as the bookcase so there is no substitution possible except for the washers from Parker House. 

  
  

  I followed Parker House protocol, which only conveniences them, not the customer and it got me nowhere close to have a bookcase set that is UNFIT for the purpose sold and purchased.  This is Parker House responsibility.  Parker House is failing to stand by its products and ultimately it was a Parker House employee who put an insufficient number of washers into the assembly pack I received.

  
  

  It is all Parker House’s responsibility and it is Parker House’s responsibility to fix this situation.  The Seller does not possess the parts.

  
  
  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Chelsea Willow right hand facing recline through Coleman/Renegade Furniture. The reclining mechanism broke in Dec. I’ve been told by Coleman that they’ve contacted Parker House to get a replace. The original shipment date was the end of May. I was told they had no control of when the replacement mechanism would ship. Today I got an update saying that Parker House now has delays in shipments from their overseas warehouse.

  Business response

  07/07/2022

  We have been in touch with Renegade, this part is still out of stock, however, we offered Renegade a replacement as a customer accommodation.

   

  I still have not heard back from them if they would like to proceed.

  Business response

  07/07/2022

  Hello,

  
  

  Is the consumer not wanting the replacement piece?

  
  

  Thank you,

  
  

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

  Customer response

  07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 174**142, and find that this resolution is satisfactory to me.

  
  

  YES I DO WANT THE REPLACEMENT. 

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the following item: HEAVENLY - FLAX CHARCOAL QUEEN BED WITH COMFORT PILLOWS 5/0 *************** on May 20, 2021. I waited 5 months for the item to be delivered. When delivered, box 3/3 was missing. The shipper does not have any tracking info on this. The seller has reached out to Parker Furniture and has not received a response. You cannot order box 3 (rails and slats) as a separate product. I am left with an unusable product and customer service will not respond to my inquiries nor the retailer who sold it to me. I am requesting The BBB help resolve this issue. Thank you.

  Business response

  11/22/2021

  Hello, The attachments you sent do not open and have an error message. I would need to know what store the customer bought the product from in order to help him. We are a wholesale distributor and do not sell direct to the consumer so I would need to know what store he purchased the product from so I can see what was shipped. As mentioned in the email the consumer sent, it sounds like the shipping company lost box 3of3. We are not the shipping company so we have no control over what happens once the product is shipped, however, we are willing to help if we can find out who the retailer was. Thank you, Parker House Customer Service Dept.

  Customer response

  11/22/2021

   I am rejecting this response because:  Response requested more information
  
  Hello, thank you for the response and willingness to correct this purchase.  The vendor (Direct Buy-See email below) has tried multiple times to get a replacement shipment but claims they never get a response from Parker.  I am missing box 3/3 and would appreciate any efforts to facilitate a replacement shipment.  At this point the cost isn't even a concern as much as finding a way to have Parker and Direct Buy communicate and facilitate a replacement order.  If there is a way to send the parts direct to the customer I would gladly pay that cost as it has been 6 months waiting on this purchase.  Otherwise if a customer service representative can reach out to the vendor to solve this matter I would be grateful.

  
  

  Regards,

  
  

  *****
  

  
  

  From: DirectBuy Home Delivery Team <**************************>

  To: "********************" *********************>

  Sent: Tuesday, November 2, 2021, 05:38:39 PM EDT

  Subject: Re: *** *********** *************************

   

  Dear *****,
  
  I have forwarded your request to the Merchandise Specialist who works directly with the Vendor, to get these rails out for you ASAP.
  I'm not giving up on *****, again I have asked for another dock check. I'm hoping they find them and we can send them out. Not sure of the shipping or delivery time with Parker Living.
  
  Regards,
   
  *****
  Home Delivery Agent | DirectBuy
  **** ******** * ************* **  *****
  ** ************ ************* * ******** * ******* * *********
  

  Business response

  11/24/2021

  Our Customer service team has been in contact with Direct Buy and is working with them to expedite the part needed to them so that they can fulfill the part order for their customer. This should be resolved once they receive the side rails and slats. Thank you, Parker House Customer Service

  Customer response

  11/24/2021

  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.  Thank you for your assistance and thanks to Parker House for helping resolve 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. ↩