ComplaintsforAmerican Furniture Galleries

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/3/24 I purchased a sofa and chair from American Furniture Galleries.The sofa was $7526.13 and the chair $1142.85 equaling $8668.98 in which was charged to my ***** The couch was delivered to me but the chair needed to be made in the fabric I had chose. I was told by my salesperson **** that it would take eight weeks for me to get it. After numerous calls have only received one excuse after another. Contacted them on 6/11/24 and was told they were going to call the factory at which time I told them to issue me a refund because the eight weeks has turned into seven months. They then put my salesperson **** on the phone and she said I completely understand let me talk to my manager and I will call you back. **** called back and said her manager said done deal its on the way, once again, and refused to issue a refund.

  Business response

  06/24/2024

  At the time of the customer compliant on June 11th, we had already made arrangements to deliver her Custom Order Recliner on June 12th!

  American Furniture Galleries specializes in ordering custom furniture for our client's.  Seventy-Five of all our business is customized to the customers wants and needs .  In that process, we are able to generate a fairly accurate time frame to quote future clients on their order... but it's still only an approximation.  

  ************** had two delays on her order; a fabric delay from the mill, and a damaging fire in the factory the caused a remake of her chair.  Although fabric delays are normal, a factory fire is highly unusual.  This fire caused the remaking of dozens of pieces of furniture including our customers recliner.  According to the Sales Associate, ****, *************** was made aware of the accident and was willing to wait on the new production of the recliner.

  We are very sorry for the delay in the production of ***************' recliner, but once we place the order with the manufacture, we have no control over the order.  If  the customer waited to cancel the order, she had over 5 and 1/2 months to do so.  Our stated policy in our sales contract is simple and straight forward...No Custom Order's can be canceled UNLESS we can cancel at the factory level.  This is very standard in the industry.  Since *************** only asked for a refund when the merchandise had already shipped from the factory and we received 2 days later, a refund is not a valid option in this case.  Simply put, *************** did have delays in her order, but with those delays gave her plenty of time to cancel the order...in which she didn't.

   

   

   

   

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