ComplaintsforQuality Furniture N Home Design, Inc.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a bedset delivered from Quality Furniture in the second week of July. The headboard was damaged. We were told that a technician would come to repair the headset. I have been calling the store for the last 2 months. I am getting the same answer that they are working on it. I talked with the manager last Friday and she assured me of getting a phone call on Saturday or Sunday to make an appointment. But nothing has happened yet. I paid almost 6,000 dollars on this bedset. If i ask them to change the headboard, they just tell me to wait for the technician. It is very annoying to know that these people do not care and do not show any professionalism in their work.

  Business response

  09/09/2022

  To bbb& customer 

  
  

  I first would like to Apologize for any inconvenience, We are sorry for the wait for the technician to come out and service your bed unfortunately the manufacture did take a delay and we did inform you it might take a little bit of time but we have spoke to the customer and have scheduled him for next week for his bed service to be repaired

  
  

  Thank you 

  Customer response

  09/09/2022

   I am rejecting this response because: I didn't  get any phone for an appointment next week yet.
  
  
  

  Business response

  09/15/2022

  The customer was notified of the call, we called customer again and the technician was scheduled and confirmed again with Customer

  Customer response

  09/15/2022

   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.

• Initial Complaint

  08/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 5th I received a dining set from this store, all the chairs were broken, the delivery guys said please sign this just means that you received the furniture not that its in good condition and call the store to have this fixed, I talked to ***** right away after delivery and I was told everything would be fine, that I would receive a phone call by **** the end of the day if not the day after and they would send a technician to fix the chairs, this didn’t happen I waited a few days and called the store I was transferred to **** and she said that it was going to take longer and that she needed more information, I asked to talk to a manager she said there was no other person to talk but her, she sent me an empty email so that I could reply with my pictures, I did today is the 15th and I haven’t even received a reply to the email, I just want a dining set I can use, Im willing to workout this situation but they just ignore whats going on.

  Business response

  08/15/2022

  To bbb & customer , 

  
  

  The customers did report the damage and the service department did inform her they were going to be fixed, and we spoke to customer today and confirmed for them to be fixed on Wednesday with our service technician. 

  
  

  Thank you

  Customer response

  08/17/2022

   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. Although they did not keep me informed and there was a lot of misunderstandings today my chairs were fixed as promised, thanks

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to be compensated, I waited at least 4 months for my bed, I had to cancel... I had ankle surgery Feb of that year.... I went with another furniture store, they delivered the new bed within 2 days... quality furniture is charging me a restocking fee of 1,900.00

  Business response

  08/03/2022

  To bbb, 

  
  

  Customer came in and purchased a bedroom set and a mattress , we have had customers Merchandise ever since she purchased customer delayed delivery and decided to buy somewhere else , we informed her there are no cancellations and if she would like to cancel there will be a restocking fee, Customer was aware of the terms and the contract and signed the contract! Unfortunately we do have protocoals and customer decided to cancel and was aware of the restocking fee when we have had her set! I do apologize for any inconvenience , if customer would like her bed we wil be more than happy to deliver it to her! 

  
  

  Thank you 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refuse to cancel the contract over a overpriced item 15 min before the purchase.

  Business response

  07/07/2022

  To bbb & customer

  
  

   Customer originally came in and purchased a sectional in the amount of 3253.92 , customer then comes back to the store and doesn't want that, and wanted something else , we normally don't allow to re-elect because right when customer purchases something it gets order directly to manufacturers. We did allow her to reselect as a courtesy and she got something for less in the amount of $2060.00. Again we normally don't do This and made an exception! Customers merchandise has been here and is ready to pick up! Customer did sign a contract and it states " All sale are final ." 

  Customer can come pick up their merchandise as we have had it for them. 

  
  

  Thank you

• Initial Complaint

  06/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a table with 4 chairs and a bench for 1300$ back in December of 2021. I was told pick up was 2 weeks after purchase. I show up two weeks later, they pack it in my car and i go home. I am in the military so I don’t have a lot of free time, it took me 3-4 days to get the table set up including the chairs. To my surprise to bench wasnt included in the boxes. I called and they apologize and tell me the bench will be there in 2 weeks and to call back then. 2 weeks pass, it’s January at this point and they tell me that the bench would be there in 3 weeks. I let time pass, totally forget about it, I am an Air traffic Controller, i have other things on my mind than a bench. So i call back in March 2022 still the same answer. 2-3 Weeks call back. I’m already upset at this point. They keep feeding me empty promises of this bench. The manager keeps apologizing and telling me sorry we will ship the product for free once it comes blah blah blah. I call in mid April to get an email to send to the manager. Email doesn’t work, the employer gave me the wrong one. And now i just think they are trying to completely ignore me. I did research and found the email through reviews on yelp/website. Emailed my complaint and get a call from another “manager” who never heard of the free shipping. In the email i asked for a full refund of the entire set. 1300$ isn’t cheap, i don’t want the hassle either of having to disassemble the bench and deliver to them in a city 40 miles away from where i live. They said call back in 4 weeks. from April. It’s now June 1st. They haven’t updated me at all, they continue to push my product to the side. I’m writing this in hopes that they give me a full refund. Hassle free. Take the table/chairs from my apartment. Issue my refund, interest for the delay and lack of professionalism and communication. It’s to the point where i’m fed up with this company. Please if you guys can find a solution and get my refund i will greatly appreciate it. Thank you.

  Business response

  06/02/2022

  To disputes

  
  

   customer purchased back in December , he purchased a table chairs and a bench , the bench was not available and the customer was aware of that , customer has had his table and chairs for almost 6 months now , we cannot refund any merchandise that has been inside the customers house and has been used . if customer does not want the bench , we will be more than happy to cancel the bench for him and issue a refund for the bench! 

  Please advise ! 

  
  

  Thank you 

  Customer response

  06/02/2022

   I am rejecting this response because:
  
  It’s been 6 months that i have ordered a complete set. I bought the entire set solely because of the bench. I don’t agree that I have to pay 1300$ in full without the bench that was promised. The table has been in my house for 6 months because the bench was promised to me two weeks after purchase. 2 weeks after the date of purchased, i was told the bench would be there. It’s been constant ignoring from the business. And every time that i have called i kept hearing the same thing. 2 weeks. 3 weeks. 4 weeks. Where is the accountability ? They haven’t been professional at all. And they want to say now that the table has been in my house for 6 months that can’t accept it. I bought the insurance on the table, i paid 1300 full dollars for a table, 4 chairs, and a bench. I never received the bench. That was promised with the purchase. It’s ridiculous and totally unfair. The only reason the table has been in my house for 6 months was because they kept feeding me empty promises that the bench would be there every other week they made up. I want my full refund. There is no way that this is fair, especially being a service member. I don’t understand the problem. Please just give me my refund and pick up the table from my house with the chairs. I wanted the bench and at this point going on 7 months i don’t want to have any business with this company any longer. They haven’t communicated with me and have yet to call me to this day. Since the last time i called them in April.  Totally unprofessional. 

  Business response

  06/03/2022

  Customer did purchase A table chairs and a bench , we can't refund something that you have had in your house and been used , I understand you haven't received the bench and we are willing to accommodate and refund it for you or if you like we will give you the bench for free , you paid 99 for the bench and we will be more than happy to do that, I do apologize again ! 

  Customer response

  06/03/2022

   I am rejecting this response because:
  
  If i do accept the bench for free when is it going to come?  You guys keep bringing up that the table is used and been in my house for how long. It’s not my fault. It’s your guys. The business is at fault here. The only reason the table was in my house for so long, was because you guys kept giving me empty promises. That the bench would be here. It never was. To this day. Had i known the bench would have taken this long i wouldn’t have purchased this SET in the first place. And how long after this email is the bench going to come? 6 months from now. I could bet you guys do not know. Because you promised me 2 weeks after i purchased the SET it would be there and here we are 6 months later going on 7 months. It’s ridiculous that this conversation is even being had. 99 dollars? Haha please. i bought a dining room set. A SET. Not a table bench and chairs individually. An entire set. That all the products are promised with purchased and your business failed to provide my product. Please tell me where it says in any of your guys terms and conditions that my incomplete  order can’t be returned?  And how come now that i complain to the BBB i’m getting feedback day by day? I haven’t gotten a single phone call from you guys. No follow up. No updates. Miscommunication. Customer service has failed dramatically. Your telling me i spent 1200$ on 4 chairs and a table and 100 on a bench? Seriously? 1320.43$ Was the exact amount i paid for this bench. At this point it sounds like you guys are completely lying about the actual price of the bench. Attached is my bank statement , where i purchased the SET (please don’t forget it was a set , not individual items) in full for the exact amount. I can’t believe the unprofessionallism on your part. Please show me proof of the breakdown of my entire purchase on this SET that i bought from your store. That makes this bench 99$. Please. Because you guys are lying. I hope the BBB is reading these emails and is catching the shadiness coming from your guys side. I will be sure to sure to leave a lengthy review with screenshots of your guys responses and warn everybody to steer clear away from this shady business. I will not accept 99$ , a free bench, free delivery, or whatever else you think can compensate for your so called “99$ bench”. I called, and the manager offered me 200$ refund for the bench, so now you guys are saying 99$. Please lol. 

  Business response

  06/07/2022

  To customer,

  
  

  First i would like to say at this point, no one has lied to you, treated you unfair in any way, to be quiet honest, i think your threats with screenshots and disrespect is not ok when i have tried to help you and even offered a free bench, no one lied about the price, i will attach your invoice, we have been in contact with you, you were aware of the bench not being available, at this point i do apologize again for the bench not being available, we will cancel your bench out if you would like, or you can wait for it and to be quiet honest it might take another 6-8 weeks, many manufacturers are still delayed from the pandemic. 

  
  

  
  

  thank you

  Customer response

  06/07/2022

   I am rejecting this response because:
  
  No thank you. No one has been disrespectful. My feelings  are validated as everyone else that left reviews on your page. I mean look at all of the reviews within the past couple months. I’m starting to see a trend here, you guys aren’t informing any of your customers of the delay, you guys have been reported to the BBB before this conversation as well. At some point you guys have to take responsibility for your poor salesmanship and customer service and give the customer what they want. If i choose not to do business with you then it’s plain and simple. In no way does it say in you terms and conditions that i’m not allowed to return my item. What do you not understand about my explanation. You told me two weeks after i called about my bench missing that it would come. 2 Weeks passed and i called again and you guys have me the same excuse. I gave you guys the benefit of the doubt. But when do i get the chance to return the item? After you delayed it pass your 30 day return policy? If i’m promised it’s going to be here yet it never comes and it has now been 5-6 months, how is that my fault that i never got the chance to return the item?  I was going off the lies that you fed me. That it would be here and 6 months later it’s no where in sight. Now it’s going to 6-8 weeks ? ON TOP OF ME WAITING 6 MONTHS ALREADY? Sir/Ma’am, that’s completely  unprofessional. I mean just reference your 1 star reviews. How is it that i’m not the only one complaining about this? Is that not a coincidence? Or is that just pure luck that you guys messed up on everyone’s order including mine and gave poor customer service as your are doing currently? I want my money back. I want the terms and conditions and the warranty that i purchased as well for this table. Because it seems to me that my copies are complete different than your guys. So please , send that information over and i’d like to go over it. It’s not fair that you delayed my bench past your return date and now that it’s been a ridiculous amount of time from when you said it would be here and i want to get my money back , “it’s to late”. Unacceptable and i will keep fighting until we come up with a solution. 99$ is not going to cut it. 3/4 of the price i paid refunded, 2 chairs to match that complete blank side of my table for free, and delivered at no cost within the next 4-6 weeks. That’s my final offer. Take it or leave it. I will take you guys to small claims court and when i win i will charge you for all the fees included. Please come to your senses and realize that you guys are very wrong and using covid against hard working families that spent their hard earned money and the shady business that you are running. Thank you and have a nicee day. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Transaction Date: 05/24/2021 Amount of Money Paid: 4,110.75 - The business committed to provide a bedroom set and vanity. The items to be included are: Queen Headboard and bedrails Dresser Mirror 2 Nightstands Mirrored vanity table vanity mirror Dispute: Merchandise was scheduled to arrive at latest 4 weeks with all furniture included in delivery. Delivery was not until 3 months later and Quality Furniture only attempted to deliver the headboard and bed rails. I notified the company that I did not want the items delivered because all purchased items were not brought upon delivery. The company indicated they had "forgotten" to load them on the delivery vehicle. The company then stated they could not deliver the items until the next time they would be in the area which was approximately 2 weeks later. Upon 2nd delivery attempt the company again only delivered the dresser which was delivered damaged. I advised them that the dresser and bed rails were delivered damaged and I did not want to accept them in that condition. The company refused to take the items back. A police report was filed: #:**********. Quality furniture then stated I could no longer speak to the company because a police report was filed. The damaged items remained in my home and the company continues to attempt to charge although the items were no longer wanted due to damaged condition upon delivery. The company later tried to reach out to me after I notified them that I would like to dispute the charges and they stated they would like to deliver the remaining items but they refuse to exchange the broken items although it is the companies fault the time framed to exchange materials lapsed. Order #: *****

  Business response

  05/26/2022

  TO BBB & CUSTOMER,

  
  

  THE CUSTOMER PURCHASED FURITURE AND WE SCHEDUELED CUSTOMER FOR DELIVERY, DROVE ALL THE WAY TO RIVERDALE AND WHEN THE DELIVERY GUYS GOT THERE, CUSTOMER WAS NOT ANSWERING THE DOOR, WE CALLED CUSTOMER AND  CUSTOMER SAID THEY WERE NOT HOME, WE INFORMED THE CUSTOMER THEY CANT SCHEDULE A DELIVERY THAN NO ONE BE HOME TO ACCEPT IT, LONG STORY SHORT WE RESCEHDULED THE CUSTOMER, WE DELIVERED THE CUSTOMER HER BED SET AND SHE WAS AWARE OF THE VANITY AND NIGHTSTAND NOT BEING DELIVERED THAT DAY, DELIVERY DRIVERS WENT TO CUSTOMERS HOME, AND DELIVERED THE BED SET, THE CHILDREN I BELIVE OF THE CUSTOMER WHO PURCHASED THE BED SET I GUESS WERE UPSET THAT THE VANITY WAS NOT DELIVERED , THE DRIVERS INFORMED THE CHILDREN I BELEIEV THAT WERE THERE, THEY ARE ONLY THERE TO DELIVER THE BED SET, THAT THE VANITY WAS NOT BEING DELIVERED THAT DAY, THEY STARTED SCREAMING AND BEING VIOLENT WITH THE DRIVERS, BLOCKING THEM FROM LEAVING, PARKING THEIR VEHILCES BEHIND THE BIG 26FT TRUCK FRONT AND BACK AND BASICALLY STRANDED THEM THERE, WE HAD TO GET THE AUTHROITY INVOLVED ANAD THEY INFORMED THEM THEY ARE NOT ALLOWED TO DO THAT, THAT IS AGAINST THEIR RIGHTS, CUSTOMER HAS THEIR BED SET, AND TO BE QUIET HONEST, NO DAMAGES WERE REPORTED AND EVEN AFTER ALL, WE INFORMED THE CUSTOMER WE WILL BE MORE THAN HAPPY TO SEND A TECHNICIAN TO DELIVER TO THEM, THEY REFUSED, WE WILL BE MORE THAN HAPPY TO SND A TECHNICIAN, THERE 2 NIGHTSTANDS THEY ARE MISSING, WE HAVE CALLED NUMEROUS AMOUNT OF TIMES TO DELIVER AND THEY HANG TH EPHONE UP, PLEASE INFORM THE CUSTOMER THEY CAN PICK UP THEIR 2 NIGHTSTANDS AND WE WILL BE MORE THAN HAPPY TO SEND A TECHNICIAN. OTHER THAN THAT, THERE IS ABSOLUTELY NOTHING MORE WE WILL DO FOR THE CUSTOMER,. IF THEY DONT WANT THEIR VANITY, WE CAN CANCEL THAT FOR THEM, THE NIGHSTANDS DO NEED TO BE PICKED UP AS THEIR IS NO CANCELLATIONS ON THAT.

  
  

  
  

  THANK YOU

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September of 2021 I ordered a dinning room set of 6 chairs and table for $1000 (after fees and finance $1500) they failed to deliver in the time window promised. When items were delivered 8 weeks later table top and a chair are damaged. They have failed more than twice to replace or repair my items. ***** ***** **** sided with them when we disputed the transaction. It’s not fair that they go along and sale damaged goods and still expect customers to pay the full amount. It’s now been 7 months since we have our table set and yet it’s damaged and there’s no telling when they will repair or replace. I’d like for them to refund me hard earned money or to at least do as they promised .

  Business response

  05/14/2022

  To bbb and cistomer , 

  
  

  Customer purchased a dining table back in September, she has been delivered for months now ,  when we delivered we delivered brand  new Merchandise , normally we don’t cover any damages since it’s been so long, as a courtesy I spoke to customer and informed them that we will send a technician as A Courtesy we schedule the technician to go out for this coming Thursday and the customer agreed! 

  
  

  
  

  Thank you 

  Customer response

  05/17/2022

   I am rejecting this response because:
  
  The business is lying, they got notified of the damaged goods the same moment they were dropped off at my house . Why don’t they submit the proof? When we disputed charges to Wells Fargo when they were making us pay for furniture we didn’t have they sent all those pictures and notes . The date ate from November 1st  of 2021 .  They have pictures of the date when it was submitted and they are from November 1st, 2021 date of delivery,  we have been ignored several months till now that I submitted the claim to BBB.   Yes they did call me and they said their technician left the job and just plain excuses and that they could accommodate me for this week. And also I paid for insurance/ damage protection plan. So no it’s not out of courtesy that they will send a technician. I am paying for these services to be fulfilled. This company does this to many of their customers. They should be shut down!! 

  Business response

  05/20/2022

  To bbb and customer, 

  
  

  Again I do apologize for the delay, we are taking care of the issues for you as you have been talking to the service coordinator Gabby, she has spoken to you and informed you the protocols and steps and she informed me you are aware of that and you are being taken care of! 

  
  

  Thank you 

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I really do hope they replace my damaged items. They did ask for pictures of some dates on a sticker that should be under the table top but there’s nothing. Hopefully they do as they promised.. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/3/22 my husband I went to Quality Furniture in Visalia to purchase a dining table and 6 chairs. The total price was $3125.25, which included the taxes and a $199.00 delivery fee. My husband paid cash. We were told by the sales person (Nai) that our merchandise would be delivered within 2- 3 weeks. I went to Q. F. on 1/30/22 because my dining room set had not been delivered yet. I spoke to the manager ******* and he told me that my furniture would not be delivered until the first week of March. ******* and an employee showed me dining sets in a catalog and on the computer that were in stock. I told ******* that none of the dining room sets interested me because they were the wrong color and more expensive. Instead I wanted a refund. He told me that if I wanted a refund, I would be charged a 35% penalty for cancellation as stated on the contract. I decided not to take the refund. Instead wait 6 more weeks for the delivery. ******* even gave his word about the delivery date being the first week of March in writing on my Sales Order Form. On 3/13/22 I went to Q. F. because my dining set had not been delivered yet. I spoke to ******* again and showed him the Sales order Form that had his signature and stated that the dining set would be delivered the first week of March. He checked on his computer and told me that the new delivery date had been changed to April. I told ******* that I wanted a refund. ******* looked at the sales order and said "You paid $3125.25 I will write you a check and be write back." ******* came back with a check of $2031. I told ******* that I would not take the check in that amount. I wanted the whole amount back. He said that he could not give me that amount because I had signed a contract. I told him that he did not stay true to the contract because in his own writing he lied about the delivery date. If you look at the sales Order form my signature does not appear. I just want a full refund of $3125.25.

  Business response

  03/17/2022

  To bbb and customer ,

  
  

  Customer came in and purchased a dining table, Customer did sign a contract stating if she would like to cancel there would be a 35% restocking fee. When customer purchased she was aware that the dining table was not in stock and could have some delays as stated in the contract this customer has signed, if customer would like to cancel unfortunately there will be a restocking fee due to the manufacturer charging a restocking fee and our store policy that customer signed and authorized !

  If customer would like to cancel there will be the restocking fee , if she would like to keep her order we will be more than happy to deliver her the table she has ordered and authorized .

  
  

  Thank you 

  Customer response

  03/18/2022

   I am rejecting this response because:
  
  1.  It does not matter whether  the order was a Special Order  or if the Sales Document stated " No Refunds"  " No Cancellations" "All Sales Final"  or "Store Credit Only" .  If the store fails to deliver by the promised delivery date, it cannot force you to take the merchandise, or charge you a restocking fee if you refuse.   

  The promised delivery date according to the manager's signature was the first week of March.

  
  

  2. Why should a restocking fee be paid if the item has not been shipped?   According to the Manager *******  the "new" ETA is April.

  
  

  3.  ******* expects customers to be held accountable for the documents that they  sign.  What about what ******* signs and promises?  He promised in writing that the new delivery date would be the first week of March, but it did not happen.

  
  

  
  

  
  

  Business response

  03/21/2022

  To customer and bbb, 

  
  

  I do understand your frustration and I do apologize , ******* did give a date that the manufacturer had quoted , unfortunately the factory got delayed and that is out of our control due to the pandemic and Many delays it has caused , the factory does take a hold on the furniture once it is ordered and placed , that is why the restocking fee is there , the factory would allow you to reselect for something you can get sooner and we will be more than happy to do that for you, i am willing to offer you a $200 refund for the Inconvenience, at this time I do apologize ! It does state on the contract there can be delays! Please advise how you would like to proceed, 

  
  

  Thank you and again I do apologize !

  Customer response

  03/21/2022

   I am rejecting this response because:
  
  1. I understand that delays can happen.   But, ******* gave me a promised delivery  date not an  ETA.  Since your stored failed to deliver the dining set by the promised date set by *******, I am not responsible for paying any restocking fee or accepting the merchandise.

  
  

  2. In addition, I am not interested in selecting another dinette set.  Based on my negative experiences with your furniture store,  I have no interest in continuing to do any business with Quality Furniture.

  
  

  3.  Lastly, my inconvenience costs  more than $200.00.   I am asking for a full refund of $3125.25.

  
  

  Respectfully,

  ***** ******

• Initial Complaint

  03/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/31/21 I made a deposit of $300.75 cash & $200.00 on my Mastercard on some furniture the cost of $1092.25 after taxes. I was told by the sales person it would be from 4 to 6 weeks for delivery. I went in 1/29/22 they said it wasn’t in the last delivery but will be in the following week. So on 2/5/22 I went into the store expecting to pay the balance and pick up the furniture. They again did not have my order available I was told by *** & another gentleman that my order would definitely be in by the end of February so I left another payment of $390.50. I went in today 3/3/22 again they did not have my order in. This time the lady said maybe in April. I asked to cancel the order. They said I have to ask the sales person *** if he would let me cancel even before he could say anything the Manager refused to even let me cancel the order. I had my video Recording the conversation. The Manager said she doesn’t give me permission to record her. Then another lady came to see what was going on. I told her that this was the third time that I was receiving a cancellation from their service personnel. She gave me a check for only $540. I asked her for my full amount of $891.25 back. She said I signed because I signed the contract I am forced to except that amount. They broke the contract now three different times I’m entitled to my full money back $351.25 is the balance they owe me.

  Business response

  03/04/2022

  TO BBB & CUSTOMER,

  
  

  I FIRST WOULD LIKE TO APOLOGIZE FOR ANY INCONVENEINCE, OUR PROTOCAL IS NORMALLY A RESTOCKING FEE OF 35% AS STATED ON THE CONTRACT CUSTOMER SIGNED...I WENT AHEAD AND VOIDED THE TRANSACTION AND A CHECK HAS BEEN MAILED TO CUSTOMER FOR THE REMAINING REFUND...

  
  

  THANK YOU

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/14/2021 I purchased a mattress from Quality furniture I left a $500 deposit, the contract said they would deliver within 6-10 weeks, they delivered the incorrect mattress 20 weeks later, the very next day I called and advised them the mattress was incorrect they stated it would be another 3 weeks, it has been almost a year and they are not wanting to deliver the correct mattress. I asked to cancel my order in January of 2022, but they are now saying they gave me the correct mattress. They delivered a totally different brand.

  Business response

  01/26/2022

  To bbb and customer , 

  
  

  Customer purchase a 14 inch mattress and was delivered a 11 inch mattress customer called the store and says that wasn’t the right mattress,  we informed the customer that she can use that mattress until the right one comes in we have had her mattress in and tried to schedule her Numerous amount of times and customer keeps stating she wants to cancel.  we informed her we do have a cancellation policy and that we do have her mattress so we cannot cancel her mattress she has been using the exact same mattress only a 3 inch difference but we do have her mattress and have been trying to schedule her. We will try again to call customer to schedule but please inform customer to call the store so we can give her a delivery day as we have tried numerous of times. Also Customer did sign a contract stating all sales are final and we are fulfilling our part of the contract. 

  
  

  Thank you 

  Customer response

  01/26/2022

   I am rejecting this response because:
  
  It is false, I ordered the mattress in April they promised to deliver in 6-10 weeks I didn’t not receive the incorrect mattress in August. I informed The furniture store the next business day and they said that it was going to take another four weeks I gave them another four weeks and I still did not hear anything from them. Therefore I started calling to check up, they scheduled me for delivery and I did not reject I accepted the delivery I have proof that I accepted the deliveries through tax and each time I was supposed to get the mattress delivered they would call me and say that there was something wrong with the mattress and it was going to take another three weeks. I find it super inconvenient that I have to pay a cancellation fee for canceling the incorrect mattress that I’ve been waiting for for almost a year. I have not once rejected delivery form then. I have all the text confirmation for the delivery when they were supposed to deliver on my phone and the calls that they would make the day of delivery to let me know that they were not going to live her because after all there was either something wrong with the mattress or they did not have it in stock

  Business response

  01/26/2022

  To customer and bbb,

  
  

  We even tried calling you today to schedule delivery and you hung up the phone on the delivery team at this point if you would like to get delivered please call the store so we can schedule delivery we have your merchandise as we’ve had it and there is a cancellation policy as stated on the contract that you have signed. ! And you have been using a mattress this whole time that we left with you to use the exact same mattress that you ordered only 3 inches in size difference. Please contact the store to schedule delivery or you can pay the cancellation fee thank you

  Customer response

  01/27/2022

   I am rejecting this response because:
  
  False, I did not hang up. I actually spoke to ******* who scheduled me for delivery for today 01/27/2022 at3:15 . I just found it super inconvenient that my credit line with synchrony was open and they were expecting a payment for a mattress I did not have and was NOT using. I went and purchased another mattress for the mean while you guys delivered the other one. The day I realized the mattress was wrong I informed the furniture store immediately so you guys can pick up the mattress, I had 3 employees including the manager tell me to use the incorrect mattress for the mean time. I apologize for wanting to cancel a mattress I had to wait 9 months for, yes my contract says there is a cancelation fee, but my contract also says that my merchandise would be delivered within 6-10 weeks. I was super patient and kind but when you guys told synchrony that I was lying and you guys delivered everything correctly that is the only reason I reported it to the BBB, because you guys did not deliver the correct mattress I have a ring camera that has videos from up to a yearbook you guys only came once with the incorrect mattress and still open to my credit line with synchrony and wanted me to make payments on a mattress I was not using because like I said I purchased another one for the meanwhile so I wouldn’t damage the incorrect one. 

*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. ↩