ComplaintsforQuality Furniture N Home Design, Inc.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  purchased furniture in feb. 2021. august 2021 we received heavily scratched dresser. company said they will replace and still have not responded. also ordered a nightstand that still hasn't came in. company refuses to help and says they will call back and never does. they are very kind when they sell but very rude when there is an issue. spoke with *** our salesman. and ****** about getting a new dresser that is not scratched. they do not return my calls and I'm very unhappy with their service. I have been making payments with ***** ***** and feel very upset that I have to pay for something that is incomplete. I'm asking for bbb to help step in and help refund this or help get my order correct.

  Business response

  09/20/2021

  
  

  
  

  TO CUSTOMER AND BBB,

  
  

  I FIRST WOULD LIKE TO APOLOGIZE FOR ANY INCONVENEINCE AND DELAY, I ASSURE YOU IF WE HAD THENIGHTSTAND WE WOULD HAVE DELIVERED IT, UNFORTUNATELY THE MANUACTURERS ARE ALL DELAYED DUE TO THE PANDEMIC, I JUST SPOKE TO THE MANUFACTURER REGARDING THE REPLACEMENT DRESSOR AND RECEIVING THE NIGHTSTAND, THE ETA SHOULD BE 3 WEEKS FOR THAT TO COME IN, IF IT COMES IN SOONER WE WILL DELIVER IT TO YOU SOONER, AS OF NOW, THAT IS THE CURRENT ETA.. 

  
  

  THANK YOU

  Customer response

  09/23/2021

   I am rejecting this response because:
  it has been way too long and still no one reaches out to me to keep me posted on what's going on. the communication with quality furniture is some of the worst I've had to deal with as a consumer. I need a refund and ill buy somewhere else. 
  
  

  Business response

  09/25/2021

  If customer would like a refund on nightstand and would like to cancel the nightstand that is missing from her order , we can do that, the dressor is getting replaced and we can not cancel that, I can cancel her nightstand that she is missing! 

  
  

  Please advise 

  Customer response

  09/28/2021

   I am rejecting this response because:
  same thing you have been saying for months. we need something better. were asking for asking for some type of credit for this inconvenience  
  
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on July 9, 2021 I came into Quality Furniture store Visalia, CA and purchased a bed frame and mattress. Bed frame was delivered with damage to the headboard they continue to tell me it will get resolved but has not been done to this day. Mattress was delivered on July 29, 2021 but it was the wrong mattress I spoke them to let know that it was the wrong one and they kept saying it was the right one, then I saw a huge black stain on the corner of the mattress and the delivery guys took it back. I spoke to someone at the ****** store and new mattress was ordered, once again a delivery was made on August 23, 2021 but it was once again a completely different mattress. I have tried to speak to someone a few times and have left a message but has not returned my call. I have asked to cancel my order but they continue to tell me that their will be a 35% fee for cancelling. in the contract I received when purchase was made it reads that I can cancel and nowhere does It would be charged the fee

  Business response

  09/05/2021

  To Customer & Bbb, 

  
  

  Customer purchased a bed set and a mattress we went to customers home to deliver her merchandise and she received the correct mattress customer called in a few days later and said the mattress had a stain on there we informed the customer normally we will not replace it because the delivery guys inspect it but we will do it as a courtesy for the customer we went to Customer‘s house to swap out her mattress and she stated it wasn’t the correct one we informed the customer we will re order her the correct one that she ordered and she can use the mattress that she has for a courtesy her mattress is on order and on the way here if Customer would like to come in to the store And verify the correct mattress we can do that as well if she  would like to use her credit that she has for something else we will be more than happy to do that as well, unfortunately since her Mattress Is on route here we cannot cancel it but if she would like to use her credit for something else we will go ahead and honor that.

  
  

  Thank you 

  Customer response

  09/10/2021

   I am rejecting this response because:
  
  I was never offered to keep the mattress, as I bought a $200 mattress from the store while I received the one I originally wanted. Mattress that was delivered to my home was never left here, the delivery man took it back with them, and I have not got a call back from Quality Furniture since the second attempt to deliver another mattress that was completely different. I have called and can not get a hold of anyone that can give me an answer in regards to what is going on.  They just play games back and forth making promises they can not keep. I have sent the pictures of the issues I've had to a number provided by them, sent the picture of original mattress I have been waiting to be delivered and they still managed to send the wrong mattress a second time. Still no answer either to when headboard will be replaced. 
  
  

  Business response

  09/13/2021

  To customer, the mattress will be re delivered next week, im a bit confused becuase she is stating she wanted to cancel the mattress, if she would like to cancel the matress there will be a restocking fee of 35%.. if she would like to reselect for something else, we will be more than happy to allow that, if she would like to be delivered we can deliver next week, i can have the delivery coordinator give her a call and schedule... please asvise how she would like to proceed.. as for the headboard, they are replacing it for you as we informed you it can take a little bit of time due to mnaufacturers being closed and delays, but you do have the heasboard that we allowed  you to use in the meantime...

  
  

  customer has been aware of that..

  
  

  thank you and we appreciate your pateince.

  Customer response

  09/19/2021

   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. 

  I will accept this only if the mattress delivered is the right mattress if it once again is the wrong one I can not be charged a 35% restock fee for mattress as delivering wrong mattress only tells me you do not have it in stock therefore I can not be charged for something you do not have in stock. 

• Initial Complaint

  08/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sometime in July / August 2020 I placed an order with Quality Furtinute. When my order was delivered, most of the order was wrong and incomplete, the desk and hutch came in chipped, scratched, cracked in innumerable places, and in very poor condition. The order was missing the bed sleigh to the twin bed. The full bed started to fall apart a few days after delivery; they did send a repair man. On the day of the delivery I called the store and advised the of all of the above. They took the desk back, promised to deliver the sleigh and after many moths of waiting and unreturned calls I have yet to receive the desk or the sleigh. I continue to make monthly payments but my order has yet to be filled. If they cannot fill the order they need to let me know and adjust bill to reflect delivered items. I believe I have been patient and understanding during this pandemic. They need to honor the fact that more than a reasonable amount of time has passed and it’s time for a resolution.

  Business response

  08/04/2021

  To Bbb & Customer , 

  
  

  I first would like to say I apologize for any inconvenience you’ve had and the delay this is not our normal standard and I do apologize again I have removed the missing items from your order and have credited back your Wells Fargo account in the amount of $899 you should see it on your next billing cycle a credit on there I do apologize again for any inconvenience

  Customer response

  08/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 157***37, and find that this resolution is satisfactory to me.

  
  

  Thank you, BBB! This outcome is only possible because of your interference. 

  
  

  
  

*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. ↩