Complaints

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Walked in the store and was approached by the elderly white lady. Asked did I need help, stated I was looking around and would let her know if I needed help. She replied Leave my store; you cannot look around

  Business response

  05/14/2024

  We are investigating exactly what happened and why.  The employee has expressed contrition and has been counseled on the need for better judgment.  She has never done this before and has assured us 

  it will never happen again.  Colorado Casual Furniture does not condone the employee's actions and will make every effort to see that it never happens again. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My spouse and I purchased about $3,000 worth of furniture at Colorado Casual Furniture from the owner's son, ******. We were very happy to be making a purchase from a family-owned business. The haul purchased included a leather couch, a fabric armchair and a dining room set with six matching chairs. The dining room set sold for $797. It was a last-minute item added to the order. We did not try the chairs out before purchasing, but assumed they would each hold the weight of an average adult. My spouse and I are not huge or heavy people. We are both thin framed men weighing in at 165 and 185 pounds, respectively. When the chairs arrived a few days later, we sat on them, and my spouse almost went through his chair. It turns out the chairs have NO support whatsoever under them. I sat on one chair and the backrest snapped in two. Like wood was made of matchsticks. We live an hour from the store, and we work as a long-haul driver and a Big Four CPA (in the middle of busy season). We had no time to go to the store. We kept calling and leaving messages for several weeks. Finally, we got a hold of someone named ***** who claimed to be a manager who informed my spouse that our only recourse was to exchange the chairs for the very same chairs, but we "better hurry before he sells the set." When my husband informed me of the resolution offered, I refused. I didn't want to replace chairs for the same chairs...I wanted a credit toward new ones. We called again and again and were never responded to ever.I finally was able to make my way to the store on Sunday, May 21st when I spoke to an unnamed manager, who was slurring his words. He did NOT listen to anything I had to say and told me that he would ensure ****** would call me back the next day. It has been two weeks, and nobody has called me. Not one person has been able to sit and use the dining room for eating since purchased. Sad.

  Business response

  06/06/2023

  We offered the customer the opportunity to bring the chairs back and we will repair or replace the chairs. Everyone in the company has tried to help him. If giving him a credit of $50 per chair (the amount paid) towards better chairs, I suppose we could consider.

  Unfortunately the customer hasn't liked any solution.  We don't know what else we can do.

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of providing us with $50 Credit per chair is satisfactory to me. 

  FOR THE RECORD, ONLY ONE PERSON HAS TRIED TO WORK WITH ** AND HIS ONLY SOLUTION WAS TO REPLACE WITH SAME CHAIRS.  WE WOULD HAVE ACCEPTED REPAIRS.  AT THIS TIME, WE WILL ONLY ACCEPT A CREDIT OF $50 PER CHAIR.

   We would like this confirmed as he says in the resolution that he will "Consider it"...what does that mean? We either get the credit or not.  If he provides the credit, I will gladly drop the complaint. 

  Sincerely,
  
  *****************************

*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. ↩