ComplaintsforEvans' Furniture Galleries

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture on sept 5 from Evans ($3k) the sales rep sold me a warranty ($150) extended gold guard plus noting it covered dog bites, etc. I was told I would receive information in the mail from warranty company. I never did. I called Evans multiple times no return calls.finally was told to call guardsman toll free I did giving my customer ID they have no record of my purchase. Called Evans again was told by sales it is a 3rd party she cant help I left another message for manager. I want a refund or confirmation of the warranty with information about what it covers

  

  Business response

  10/04/2023

  ***********************. After reviewing your sale and discussing your concerns with both the store manager and salesperson, this seems like a simple processing time issue. Your furniture is fully protected by the accidental protection plan you purchased, however, given the recency of your purchase, the plan has not been fully processed yet. All plans are in effect immediately upon delivery, whether you have heard from the protection plan company yet or not. If you have an incident, we can certainly expedite the processing for your particular plan, but it is very rare that we see a claim against a protection plan within the first 30 days of ownership. Thank you very much for your business and do not hesitate to reach out with any additional questions or concerns. I attached a sample plan for your reference until yours arrives to you. Regards, **** Evans

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 07. 2020 I purchased a combo electric reclyinding love seat and sofa from Evans Furniture in ********* Ca. After the furniture was delivered, I noticed that the sofas were defective. I contacted them immediately to inform the store of the defects and in the beginning they were cooperating with helping me with resolving the issue and this went on for sometime. then I was informed that they would replace the sofas with proper working ones but this never happened. I kept getting the run around in which I gave them sufficient time to give me the working sofas. The sofas came lopsided and unable to recyline well. I was finally told that they could not do anything about fixing the problem . I wasn't looking to return the furniture I just wanted them to correct the ones that I already had or get me new ones to replace the ones already paid for.

  

  Business response

  08/29/2023

  Greetings.I am very sorry for your frustration and have reviewed your claim in detail. I spoke with our service department to ensure that we have taken all of the appropriate steps to attempt to rectify the situation and am confident that all company and manufacturer warranty protocols were followed properly. I also confirmed that you have an active furniture protection plan on file with Montage Furniture Services, but there are no records of you attempting to make a claim on your account. Your protection plan in specifically designed to assist you with situations like this and I strongly urge you to use it.
  
  Our records show that your initial purchase was on 7/7/2021. We repaired one of your pieces 6/2021. At that time, I also see that our service manager discussed how different types of use can damage mechanisms and best practices that can help ensure the longevity of your furniture.
  
  Following your initial repair, our retail manager went as far as to offer you a replacement loveseat, which was reportedly refused due to a desire for both pieces to be replaced. Our manager was unfortunately unable to meet that request because replacement of both pieces was not justified in this case.
  
  Your pieces are currently out of warranty; however, I again strongly urge you to make a claim on the accidental protection plan you purchased. We are more than happy to assist you with that filing a claim if needed and will continue repairing your piece should you not wish to use your protection plan.
  
  Again,we greatly appreciate your business and are sorry for your frustration with the manufacturers warranty process but are standing by to assist you in any way possible.
  
  Warm regards,
  **** Evans

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I purchased a sectional couch from Evans Furniture a few years ago. I realize it is out of warranty. I was not asking for warranty repair. But when you spend 2500-3000 on a couch. I expect a company to stand behind it. I recently was using the recliner portion of the sofa; the mechanism broke resulting on the back of it to fall backwards. I was already dealing with an injured back. This has aggravated the issue even more.That is not the main reason I am complaining. The reason for the complaint is I called the service part of the company in *********, **********. I spoke with **** in the service ***** back on October 15, 2022, to see if there is a way to repair this. They told me yes, no problem we can order the part. They ordered the part. It was not the correct part. I took the assembly to the service **** to show them this was incorrect. ****** from the service department came out and looked at it and agreed, it was the wrong part. So, they would order the correct part. I repeatedly call to find out where the part is my couch has been torn apart now for over 2 1/2 months. I was told they sent the wrong part again. Here we go again another Holiday in my house with family and friends coming over to the house the couch is torn apart and broken.I have had it. I'm tired of leaving messages for **** and I never get a response. I reach out to ******, and he tells me they have emailed ****** furniture to get me the correct piece I need. He is waiting for them to reply. REALLY 2 1/2 MONTHS LATER. I would like and answer. This sectional. which also has two more recliners on it. So, I imagine these are faulty parts also. Just a matter of time before they break.Purchased @ Evans Furniture **** ******************************* Pkwy #** *************** Spoke with ************* at the service Department Evans Furniture ************************************************************* Please help me get this resolved. Or at least a new sectional to replace this defective one. Since they say it is still being manufactured, as one of their best sellers. I don't want the one piece of the sectional replaced because it will most likely be a different color or different dye lot, as I was told what if I just replaced that piece.

  

  Business response

  04/13/2023

  We are very sorry for your frustration with the timeline of your service, but we are pleased to know that your product has been completely fixed as of 02/2023. Given that your product was well outside of warranty and you opted to do the labor yourself, we were at the mercy of the manufacturer. The manufacturer unfortunately shipped the wrong part based on their recommendation of what would fix the issue and incorrect in their part selection. This incorrect part shipment unfortunately extended your inconvenience even further. Evans' was facilitator between you and the manufacturer and did our best to expedite the process as able. Thank you so much for your business, and again we apologize for your frustration and the delay in getting your sectional fixed. Regards, **** Evans

  Customer response

  04/13/2023

   
  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.
  

  I actually fixed it once I got the right part. I really thought after all the trouble you could have repaired it. Let's hope the other sections don't fail. 

  Thanks for the help getting the correct part. 

  Further more the manufacturer telling me it's correct clear back in October & November was wrong. Sure made the Holidays with couch torn apart. 

  Thanks,

  ******

  
  

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