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Complaint Details
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Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Sofa, love seat and chair with leather-like covering has visually obvious faults in stitching with evidence of minor tears in covering material at adjoining sites of stitching, indicating faulty workmanship. Maybe could be repaired, but ideally should be replaced with properly constructed products. Products purchased from Cohen's Furniture 4014 N Dupont Highway, New Castle DE 19720, inv. 568096.
Business response
05/08/2024
To whom it may concern,
We have sent out a professional technician twice to acknowledge customer's concern with the living room set and have determined that there is no defect in the stitching. The first time the technician went by himself and the second time the owner went with the technician. The way these pieces are made finish at the ends with the stitching. The customer is just concerned that the stitching will later in life become undone. However, we explained to our mutual customer that she has a manufacturer warranty and therefore has nothing to worry about.
Thank you for your time in this matter
Cohens Furniture
Business Office
Customer response
05/14/2024
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The Business Owner FALSELY CLAIMS that technicians for the company reviewed the condition of the furniture on two occasions. HOWEVER, the Owner did examine the damaged areas April 13, 2024 on location and dismissed the claims of faulty materials/poor manufacturing workmanship that appear to require repair or replacement (attached photographic images uploaded). Regards, Complaint ID: 21680048Business response
05/24/2024
We are working with the customer to resolve this as soon as possible.
As mentioned before we sent out the owner and he personally inspected the pieces..
We will send the customer's pictures to the manufacturer and will get this resolved as soon as possible in order to make our mutual customer satisfied.
Thank you
Cohens Furniture
Initial Complaint
08/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a power reclining sofa from here in may 2023. The couch has a large gap between meeting of the 2 connecting pieces. Besides looking horrible, both sides of the couch can’t recline at the same time; additionally 3 people can’t sit on the sofa because of the gap. I’ve had cohen employees come out twice to repair. Told need to be repaired at their shop. At that point they agreed to give me a replacement couch. That was delivered to me with a large cut to the back of the fabric. The first replacement couch was delivered with a large fabric tear on the back. This was replaced after having fabric fixed. Upon redelivery of this repaired couch, the entire left arm was broken and hanging off the rest of the couch. Neither of these couches even made it off the truck to me. Cohen will not give me my money back. I’ve been without a usable couch for almost 5 months.Business response
09/01/2023
Hello,
I writing in response to our customer's sofa concern. Our customer was delivered a new sofa and on her delivery slip she stated that the sofa was delivered in excellent condition.
A few days later, our customer stated that the sofa had a huge gap in the middle. When delivered her a new sofa, she stated that the fabric had a tear in it.
Then we fixed the sofa and our customer come in and inspect the sofa and she was very happy with it. When the driver's delivered the sofa, our customer stated that the sofa arm was broken.
We have the sofa here in our warehouse ready for our customer. We look forward to working with our customer in this matter.
Thank you,
Cohen's Furniture
Business office
Customer response
09/25/2023
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Good morning, I am writing this email to reopen the complaint mentioned above as I did not see the response from cohen and it was closed. If you read the response from cohen it clearly states that kept trying to give me a repaired replacement couch and not a brand new replacement couch that was originally agreed upon. Each time it was brought to be delivered there was a new defect regardless of going to the warehouse to check prior to delivery. If something has had 3 major defects 2 that were immediately noticed by both the delivery team and myself it’s clearly an issue with the product and a refund should be issued. I’ve spoken to the manager multiple times and he is very unhelpful and often times rude and will ignore phone calls if he knows I’m calling which is quite frustrating and disappointing. I would not like another repaired couch because clearly the quality of the product is poor and furthermore I do not want to continue to be a customer of cohen, I would only like a refund for not receiving a quality couch. Regards, Complaint ID: 20543185Business response
09/28/2023
We are very sorry our customer rejected our offer. As with all vendors, they require correction of any problem first. If the item is non repairable then the vendor would look to replace the merchandise. In our customer's concern her merchandise was repairable according to the vendor. Again, we have our customer item here in perfect condition, ready for delivery.
Thank you,
Cohen's Furniture
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.