ComplaintsforBeck's Furniture Showroom

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,We bought a sectional couch with Becks Furniture in ********************* on 2/27/21. Starting in early 2/2022 we noticed the entire couch began to reek of mildew/mold. (We have no pets, couch has not had spills, or any liquids on it) We have been contacting Becks as we have a one year warranty. They are refusing to assist to repair or replace the couch.I reached out to a furniture repair store and they reported they have seen this happen where couches are getting wet on the ships during shipping to the furniture stores and there is mold growing within the foam in the couch. As it continues to grow it begins to put off a horrible musty smell, making the couch unusable. This is now a health concern with this couch that we were sold and it cannot stay in our house and expose our family to mold. We would appreciate Becks honoring our warranty and helping us with the situation of selling us a damaged couch.

  Business response

  02/17/2022

  Customer has been spoken to on 02/15. 

   

  MFG warranty does not cover odors, due to MFG doesn't have a way of determining if customer had a spill. 

  customer picked up sectional on 02/27/2021. At point of pickup customers have the option to inspect the merchandise. 

  If the customer believes the sofas were wet at point of shipping, boxes would have been visually damaged by the water. 

  Customer has had the sectional in the home for 11 months before calling in about a mold smell, mold develops within ***** hours and it begins to spread causing damage to the surface its growing on. 

   

  Customer response

  02/17/2022

  I am rejecting this response because:The smell of mold within the couch was not present at purchase as we would have rejected it. Unbeknownst to us these last 11 months it has been growing within the couch leaving no indication on the outside of the couch. The outside and fabric of the couch still looks immaculate. If it didnt start to smell we still would have no indication the couch was filled with mildew and mold.
  

  We have consulted with several mold experts today and confirmed the information above that mold does not instantly put off an odor and can take quite some time before it becomes noticeable. 
  

  We also consulted with a furniture repair store today that also confirmed they have been seeing this happen several months after a couch is purchased due to the extended time at sea during shipping because of the Pandemic.

  My husband also went into Becks today and spoke with a manager that stated, He could see how this could have happened to the couch.

  There absolutely has been no spills on this couch. If there was a spill or anything we did to cause this problem we would not reach out to Becks for help. Becks has not even examined the couch or offered to. 
  

  Furthermore, now that I know my family has been exposed to mold for the last 11 months due to selling us a damaged couch I will be seeking compensation for all associated medical bills. And all possible legal avenues will be explored due to the health hazard my family has been put in, and for failure to appropriately refund this purchase. 

   

  At this point we are at a loss of over $3200 because we were sold a damaged couch. In addition, now that I know my family has been exposed to mold for these last 11 months I will be moving forward with seeking compensation for all associated medical bills. 

  
  

  Business response

  02/23/2022

  We are sending a technician out to do a dull inspection, customer is set with a tech on 03/04/2022.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12/11/2021 - Picked up table and chair set purchased from Becks. Table and chairs were in boxes Unboxed the table - the table top has dings on two sides 12/12/2021 - Called Becks customer service. Was on hold for almost 11 minutes. Recording kept saying they are helping others...then message said they are closed and leave a message. I left a message to call me. No return call was received.12/14/2021 - Called Becks customer service again. Again was on hold for several minutes, same recording was received. Then the recording said they were closed and leave a message. This was during their business hours. 12/17/2021 - Went to the office inside of Becks furniture and told them my situation. They stated that they had been having problems with customer service and that they would send them an email to call me, usually they would call the same day after receiving an email. They sent the email as I stood there.As of 12/26/2021, I have not received a call/response from customer service. Right now I am stuck with a table and chair set that is only partially put together.

  Business response

  12/28/2021

  At time of pickup customer is told if any damage is found on merchandise, customer can bring it back and it will be exchanged once inspected. 

   

  customer is more than welcome to bring it back for an exchange. 

  Customer response

  12/28/2021

  I am rejecting this response because:

   

  Please explain if the whole table and chairs are to be returned or just the table top. 

  
  

  Business response

  12/29/2021

  If you are having problems with the whole set, then you can turn the whole set if its just the table then you can being just the table. 

   

  Customer response

  12/29/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled an order for a love seat I had already paid for and the woman in the office ask me if I wanted the money sent back to my credit card or held there and I could come pick something else out. I told her to hold it there and I would come back when I had more time and pick something else. I came back and they told me it had been returned to my credit card company. My credit card company has not received it and they have been working with BECKS to find it but after over two months theres been no success. I am 80 years old on 1/24/21 and am hoping I havent done something stupid that can cause me to loose money I cant afford to loose.

  Business response

  10/27/2021

  Tell us why here...The customer cancelled her sale on 08/11 but wanted to keep the deposit as an in-store credit so I only voided the sale and did not refund her. On 09/02 I received a dispute stating that she did not receive her money back, so I accepted the chargeback, and she got her money back via the credit card company. I have emailed our credit card company stating the customer states she hasnt received the money back and asked for any information related to this. It looks like they have read my email already so hopefully they will get back to me shortly and I can update you.

   

  Our account was debited on 09/21 so the customer shouldve received the refund back to her card she would need to contact her bank.
  

  Customer response

  10/29/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went in on Sunday May 9, 2021 bought a living room set couch and love seat I was not able to get the couch that day I would not get the couch until July 17 2021. I almost did not buy the couches I was assured I would get my couch I wanted the matching set right now not 6 months from now I just called again this weekend to see where the couch is now not until November 15th. I want to be able to get my money back and buy a matching set like I wanted to do in the first place

  Business response

  09/08/2021

  Customer has not reached out to customer service for a return. 

   

  unfortunately we would not be able to have any control of other Manufacture ETAs. 

   

  Customer can definitely call in and provide pictures to ensure piece is in good condition to be allowed to reselect. 

   

  Customer can reach us at 916-353-5000, Tuesday- Saturday 11-6pm.

   

  Customer response

  09/11/2021

  I am rejecting this response because: I have reached out to customer service they sent me over to the sales person who then sent me to the manager who then didn't answer the phone and this was the third time I've reached out to customer service for a return
  

  Business response

  09/14/2021

  Customer needs to call customer service at 916-353-5000 option 3, not the showroom. 

  or she can send pictures in to [email protected] to verify the condition of the piece.

  on the email she needs to provide name and phone number so we can look up the account. 

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 31,2017 we purchased a 3 piece sofa set. Along with the set we also purchased Beck's furniture care warranty (4 year plan). Several months ago we started noticing one side of the love seat springs not fully supporting whenever we sat down.We also had concerns about the arm rest padding beginning to separate. We contacted Beck's and spoke to Tim the store manager. At that time he was interested to hear our concern about the springs & arm rest. He said that he would arrange for their rep to contact us and come out to look at the love seat and springs. On June 26, 2021 the rep came out, sat on the love seat, took pictures and discussed what he felt was the issue. He said the padding needed to be re-done. The rep told us that the springs were beginning to separate. Both issues could be fixed but not by him. We have made numerous calls to Tim to find outl the status, no one has responded. We don't want a new love seat, we just want the love seat fixed.

  Business response

  08/17/2021

  Customer purchased Sofa. Loveseat and Chair on 11/03/2017. 

  Sofa was exchanged back on 01/02/2018, due to missing arm support, MFG defect. 

  Customer opened a claim with protection plan, a service was created on 06/16/2021.

  -Customer states the cushions are going flat and you sink in when you sit on sofa.

  Tech was scheduled out to the home on 06/27/2021.

  Per Tech report: No frame damage, cushions and springs are worn. Normal wear and Tear. 

  2 managers have spoke to customer since service was finalized, explaining normal wear and tear. 

  Service was Closed on 07/15/2021. 

  Customer response

  08/17/2021

  I am rejecting this response because:no manager has responded to this complaint.after numerous phone messages we have had no response Our question has always been 'what am I paying for in regards to a protection plan.our complaint also was for collasped padding on one armrest. Total 'RIP OFF'if broken springs are not covered! When their rep told us it can be fixed what is the problem? If they won't resolve this issue then media platforms will be notified. There seems to be plenty complaints against Beck's already so we will add to them. Very sad since once they were highly regarded in their industry.
  

  Business response

  08/22/2021

  Protection plan covers any accidental damages, it does not cover normal wear and tear. 

  Springs are not broken, springs have softened over the past 2 years.  

  Customer response

  08/23/2021

  I am rejecting this response because:
  Well I paid for a 4 yr protection plan. I never claimed that springs were broken Beck,s rep said they were separating not broken. If my protection plan is only good for 2 yrs why am I paying for 4. IT is sad to think that the construction of Becks furniture is only good for2 yrs. This unit is approx 3 yrs old. A simple fix is all that is needed but apparently Becks is only concerned with sales. Very sad. I think the buying public should be aware and not do business with this outfit. We will do our best to inform people to stay away

  Business response

  08/25/2021

  Beck’s Furniture only facilitates a 1 year MFG warranty, the protection plan is covered for 4 years from the date of delivery. After speaking with the technician and seeing the photos the springs are not broken nor separating, they are worn. Springs do expand overtime and feel softer overtime.

  
  This is a Furniture Care Plan claim, not a Beck’s furniture service. Our technician was the one that went out the home did the inspection, No broken frame, no broken spring. This is normal wear and tear. We have had multiple services from normal wear and tear. The last one was August 2018 for cushions flattening, we ordered new cushions as a courtesy. Unfortunately now FCP has determined no issues with the merchandise other than normal wear and tear.

  
  Once again FCP is a protection plan that covers any accidental damages to the merchandise, not normal wear and tear. 

  Customer response

  08/25/2021

  I am rejecting this response because:
  We are aware that the BBB has very little authority un this later but we strongly object

*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. ↩