ComplaintsforBadcock Home Furniture & More of South Florida

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Frigidaire ** from ***************************** on 8/20/2020, Sales Order **********. I purchased a 4 year In Home Warranty. The ** is broken. I called the service company but they said my plan was not in the system. I called Badcock and they found the sale and the warranty but they did not write down the model number or serial number. Now they are demanding that I supply them the model and serial number to input into the warranty, but I cannot find this information. I have looked everywhere and called *********** to no avail. Badcock is taking the position that if I cannot get them the information, they cannot service the unit even though they know that they made the error in not documenting the serial and model number. This is unacceptable. I paid for the warranty and they need to come and repair or replace the unit in a timely fashion. I don't know why they cannot document this information when they come to repair the unit.

  

  Business response

  05/21/2024

  Badcock Furniture has received the complaint and we apologize for any issues. There must have been some confusion originally as we do not need a serial number to schedule service. We usually require the model number to verify the item is under warranty as it is listed on the original sales receipt. Sometimes the info is hard to locate for the consumers but we can schedule service and the technician can verify the model. As long as it is the model that is on file then the repair or replacement will be completed. We are aware of this issue and a service call was dispatched to our service company so go inspect the unit. ****************** should be contacted by our service company Masco Appliance if they haven't already to schedule the warranty service. Hopefully there wont be any issues going forward but if so then we will address it. Thank you 

  Customer response

  05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I would have preferred a repair, Badcock of South Florida gave me the full amount back as a credit and I was able to purchase another air conditioner. Once they decided to honor the warranty the process was relatively painless and the staff was courteous with me. Thank you Backcock of South Florida for doing the right thing and honoring my warranty.  It is appreciated.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Badcockhas engaged inmultiple instances of harassment,abuse, and violation of consumer rights, aclear violation of the law.Badcock's repeated phone calls & aggressive visits to my home constitute harassment.The incessant calls and visits have caused significant ******************************************* representatives have made false statements regarding the debt, engaging in deceptive practices.Badcock's refusal to provide proper validation of the debt, despite my requests, is an unfair practice.I have the right toverify the debt's accuracy, which they have violated.Badcock has contacted third parties, such as family ****************** regarding the alleged debt, invading my privacy &harming my reputation.I made a purchase at Badcock in ****************, ** ***** in July 2022, with agreement that my billingdate would be consistent each month for 18months.The billingcycle was misrepresented, causing confusion& inconvenience. Despitemaking payments regularly, an incident occurred on November 8, 2023, where my card details were compromised after afailed transaction atthe store.This led to fraudulent activity on my account, prompting me to close it.On December 9, 2023, a Badcock employee aggressively demanded payment atmy doorstep, ignoring my explanations & refusing to leave until I provided my card number.Subsequently, despite assurances from the store manager thatthe issue would be addressed, no action was taken.The store closed without any follow-up, &my account was transferred toanother location-Florida City, ** 33034without notification.Myattempts to resolve the matter were met with further harassment, including disclosure of personal information to third parties, such as my daughter, and aggressive encounters with reps on my property.Despite numerous requests for validation-copy of the signed contract showing items financed and the amount,Badcock has failed to provide it,instead persisting in their collection efforts through unlawful means preventing me from reaching a resolution.

  

  Business response

  03/29/2024

  This customer financed almost $6,000 worth of merchandise in July of 2022. She made most of her payments timely through September, 2023, only missing or being late on three payments in 14 months. From September, 2023 until now (March 29, 2024), Badcock has received one payment, none since November, 2023. No contact or communications were made with the customer until the customer became 60 days past due. Accusations that her information was shared with a third party are simply false. Also we would not have confronted an 8 year old in the home alone, as any good parent would not have left an 8 year old home alone in the first place. The customer was given a copy of all of the documents she signed at the point of sale including the sales invoice listing the merchandise she purchased with the price, her application for credit and the financing contract, which is connected to the credit application. When the customer recently contacted me and requested my assistance, I offered her our "Badcock's Customer Assistance Program", where I stop her finance charges and fix her credit if she just makes 3 timely payments in a row, but she has failed to take advantage of it. She also requested a copy of what she signed so I sent her her a copy of her credit application (which she should have anyway). That didn't seem to satisfy her, as she stated she wanted a "copy of the signed contract". I tried to explain to her that the credit application and the contract are connected (in a perforated booklet) that the customer receives at the point of sale. The contract itself isn't signed, the document connected to the contract and incorporated by reference is signed incorporating the terms of the Contract. Either way, the customer financed almost $6,000 worth of merchandise and is now more than 120 days past due on the terms she agreed to. She has been offered very inviting terms to help bail her out and she has failed to take advantage of them. As far as "harassing" calls and visits, I spoke to the personnel that encountered the customer and they felt they treated her professionally, but that she became very defensive and aggressive when they merely attempted to assist her in bringing her account current. We would still be willing to assist this customer but she must realize that this chain of events all began when she began defaulting on her agreement and that she should take advantage of the generous offers I have provided.

  Customer response

  04/09/2024

  I do not accept their response. Imagine being told after paying for months on furniture that more is owed on the account then what was originally financed by representatives.  I asked for a copy of the contract listing items purchased and the initial amount financed to validate the accuracy of my account. The local ********************** closed that I did business without my prior knowledge. A month later someone comes to my home and absolutely questioned my 8 year old daughter and in a separate occurrence disclosed information about the alleged debt to my visitor. I was home with the occurrence with my daughter. What occurred that day is illegal. When I contacted corporate about everything, Instead of apologizing and ensuring it would never happen again, and helping me with validating the accuracy of my account, they decided to play dumb with their only concern being to get me to continue paying on the account without making sure my balance was correct. I provided a cease and desist for phone contact and coming to my home, requesting all communication be done in writing to prevent any further miscommunication yet they still called- illegal. I took the time to explain in detail my issues in hopes to find a resolution and they insulted me further by lying and saying that the credit application is the agreement. We all know a credit application is just that and nothing more. However, after I filed this complaint with the Better Business Bureau, they provided a copy of the items financed and their initial amounts which confirmed my thoughts all along. I have paid off and account previously with them and had a good experience previously. This time around my experience has been poor. My experience has been constantly downplayed in order to "save face". However I will do whatever it takes to make sure my children and their safety as well and my privacy is maintained.  I have no reason to call corporate, file complaints, send certified letters except to protect my children, my privacy and find a resolution. Unfortunately, my experience with this company revealed their lack of concern for anything else but money. I'm truly disappointed. I've been a faithful customer for years, purchasing so much ******************** from them over the years just for my concerns to be ignored, to be gaslit, have the issues I contacted them about reversed on me, have my privacy violated and the list continues. I'm honestly disappointed in the company. They literally preferred to argue and try discredit me, even after sending payment, instead of providing solutions, until I presented my issue to the Better Business Bureau and that is sad.

  

  Business response

  04/10/2024

  Most of what the customer has stated is inaccurate. When a customer is financing merchandise, they fill out a credit application, which is attached to the financing contract. When she signs the credit application, she is agreeing to the terms of the agreement........which is to pay every month her monthly payments until paid in full. She was provided both these attached documents and her sales invoices both at the time of sale AND when she subsequently requested them. What the customer failed to disclose to ******************** was that she stopped paying her monthly payments after November 8, 2023. Nobody bothered her for three months, then someone was sent out to see if she was all right because we do care about our customers and she is correct, she usually does pay, so no payments for 3 months raised a red flag. Her daughter may have answered the door, but no private information was disclosed to the daughter or a visitor according to the local representative that called upon her. To say she has paid off the merchandise is far from the truth, as she is quite aware from her years of financing that there is interest on the account and now with five months of interest and late fees, I'm sure she is not happy with her balance. The Company did consolidate two stores and "her" store merged with one a little farther from her home. But she could still call in her payments with a debit card or send a check or money order. And "her" store didn't close until February 29, 2024, long after she defaulted on her obligation. If the customer is serious about resolving this and not just looking for a way out of her obligation, I would be happy to waive some of these interest and late fees that have accumulated and give her a deeply discounted payoff just to get rid of this. Oh, and by the way, I just spoke to out IT department head. ALL of that store's customers were notified in their monthly statements that that store was closing February 29, 2024 and also a group text and email were sent with the same notification, so to say she had no notice is just false. Since she she didn't make her payments, I would understand if notice were only sent in the statements, but we did send texts and emails as well. I am very open to resolving this and not spending any more time on it.

  Customer response

  04/24/2024

  I contacted Badcocks corporate office because I was tired of requesting information and getting nothing in return but aggressive tactics to get me to continue paying on account that I clearly requested the balance to be verified. To my surprise after speaking with their counsel **************, he sarcastically informed that he had no information except what was in black and white.  Tired of the hassle that comes with trying to accomplish anything with this company due to their lack of professionalism and poor customer service, As a result, on March 19, 2024 I sent Badcock Economy an email detailing what occurred in writing even after we spoke to make my concerns and request clear. In the letter that I attached to the e-mail and sent via certified mail, I clearly communicated how my safety and privacy was violated. I clearly provided a cease-and-desist for any and all communication with my minor children, unauthorized disclosure of my personal information, coming to my property and for phone calls, clearly requesting all communication be directed to me soley through written correspondence.  Still I was contacted by phone by Badcock Economy Furniture on March 21, 2024 at 7:52pm; March 23, 2024 at 11:47am; March 27, 2024 at 12:23pm; and again by ************** on March 27, 2024 at 12:40pm. A violation. In my e-mail I clearly stated that I wanted my balance verified due to misinformation provided, for my children and privacy to be protected. After corresponding with whom their corporate office designated, it became abundantly clear that their representatives lack accountability and professionalism because their corporate representatives do as well. Initially I thought the local representatives acted on their own accord or possibly lacked proper training but now I see that their aggression and disregard for consumer protection laws are a reflection of management and seems to be the culture of the organization based my experience with their representatives locally and corporately. Their response stating that I have not paid off an account with them further shows the length that they will go to in order to again "save face" and discredit their own consumers even if they themselves have provided documentation stating otherwise. See attached email of the ledger they provided showing that I absolutely had an account that was paid off in October of 2019. I have been a customer for years and had a great experience until now. No consumer should be forced to go to this extent to receive basic information from a company regarding their account and privacy. It is unfortunate that I had to.  I do not agree with their response and lack of concern for their consumer experience. 

  I need BBB attention towards this matter. On April 3, 2024, I discovered that a hard credit inquiry was made by Badcock Economy Furniture without my consent or authorization. To date, there has been no request, authorization or explanation as to why this inquiry was made on April 3, 2024. The inquiry needs to be removed immediately. 

   

  

  Business response

  04/24/2024

  Again, a good portion of what the Complaintant has presented is repetitive and less than truthful. I will state that there very well may have been a hard inquiry on her credit on April 3, 2024, as we require that before all Court filings to make sure there have been no bankruptcies or other issues that would prevent a successful Court action. We were going to file her account in Court since she hadn't paid since November. But then this Customer decided to accept my generous offer on April 10, 2024 and finally made her first monthly payment since November, 2023 and we decided that maybe she had come to her senses and that we would not seek Judicial relief. I personally did a forensic audit of her account balance and it is correct. She financed almost $6,000 worth of merchandise in July, 2022 and when you miss or are late 6 to 9 of the 21 months of the obligation, I agree that interest and late fees are going to make the balance seem like it is moving slowly. But, I have offered her an interest free "assistance" program to help her get back on track and I can only hope she will take advantage of it. As far as the hard inquiry, Equifax (the only reporting agency we deal with) will not allow us to just go in and "delete" items. It has to be initiated by the consumer. If **************** will contact me on my direct line at **************, I will walk her through it and we will together get it deleted. Otherwise, I have put a "cease all customer contact" notice in our computer. Any calls she may be referring to is from an automated system (not from a person) that calls all past due accounts. Don't answer it is my best advise since we can't change the whole system for one delinquent customer. Otherwise, since she made the first payment on "our assistance agreement", I want to believe she will follow through since I have now made this interest free and the balance should decline quickly. Also, I have a policy that if you make the first 3 payments timely, I will wipe out your past due to further help your credit. I'm not sure what else I can do to help this person, as I have provided everything she has asked for and then some.

  Customer response

  05/04/2024

   
  Complaint: 21500004
  
  I am rejecting this response because:

  1.There is no automated phone system that a phone number can not be removed from. Regardless, phone system capabilities is not my problem. Continuing to call me despite my request was wrong and violated my rights. Yet they still choose to justify it instead of simply apologizing. Further more the calls were not automated as **************** and other representatives left voicemails themselves, completely disregarding my request which i saved. See attachment. 

  2. There is no reasoning that i will ever accept for my private information being disclosed to another individual aside from an apology and assurance that protocols have been put into place to protect my information, ensuring that this does not happen to me or anyone else. Thank you BBB for the contacts provided, i will utilize them moving forward in reference to this.

  3. I have already requested all communication be in writing. I dont understand why i would still be asked to call this company to receive the instructions to remove the credit inquiry. Please provide it to me writing and honor my request to not communicate by phone. 
  
  Sincerely,
  
  Channteria ******

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order a bedroom set for badcock. One of my pieces was damaged (chest). They came and pick it up and was supposed to replace it. I explain to ****** the manager if they was not going to be able to get me all the pieces to the bedroom set they needed to refund me my money because I need the complete set. I was told they will have the new chest in the beginning of February and it will be delivered to me on February 17. I called today which is February 16 because I didnt not receive a text on what time they will deliver it. I was told they still dont have the chest and they not sure when they will get them in stock.

  

  Business response

  02/21/2024

  Badcock Furniture has received your complaint and we apologize for any inconvenience. The 5 drawer chest unfortunately did have a stock delay as it was expected top arrive on the 16th as stated. We have tracked the inventory and believe we should have the item in question in stock by March 1st. Once it arrives we will contact you to schedule the delivery. If you decide not to wait you can be approved for a full price account balance credit for the cost of the chest since it was not delivered but the other items delivered do not qualify for any returns or refunds. Although the items are part of a matching set, each piece is sold separately so the return policy is based on the individual items with issues which is why we can offer the credit for the one piece not delivered if requested.  Please contact customer service at ************** if you chose to cancel the backordered item for a credit and if not then we will reach out to you asap to schedule the delivery when the chest arrives. Once again we apologize for any inconvenience.  

  Customer response

  02/21/2024

  When I came into badcock I physically told the sales associate I was looking for a complete king set that has all available pieces and that I was looking for a king set with a dresser and chest because I needed a chest for my husband and the dresser for me. She showed me the set that was delivered she told me she had the complete set in stock. But when the bedroom set was delivered the chest was damaged and the delivery guys knew it was damaged I reported it the same day it was delivered I was told by ****** the manager that they would replace it with a brand new one I was scheduled for a delivery back in December for the chest  and never received the new chest in December i was lied too then I called to complain and told them if they dont have all the complete bed set that I purchased to come pick up the rest of the bedroom set and refund me my money because I need a complete set that will accommodate me and my husband and that was on December ********************************************************************************** on February 16 and they will deliver it to me on February 17 and that was another lie that was told to me from ******. I didnt come to badcock to be told lies and be given false information and promise. I want the chest or I want them to come pick up the remaining furniture and refund me all my money back so I can get what I need to accommodate me and my husband bedroom. 

  Customer response

  02/22/2024

   
  Complaint: 21305274
  
  When I came into badcock I physically told the sales associate I was looking for a complete king set that has all available pieces and that I was looking for a king set with a dresser and chest because I needed a chest for my husband and the dresser for me. She showed me the set that was delivered she told me she had the complete set in stock. But when the bedroom set was delivered the chest was damaged and the delivery guys knew it was damaged I reported it the same day it was delivered I was told by ****** the manager that they would replace it with a brand new one I was scheduled for a delivery back in December for the chest  and never received the new chest in December i was lied too then I called to complain and told them if they dont have all the complete bed set that I purchased to come pick up the rest of the bedroom set and refund me my money because I need a complete set that will accommodate me and my husband and that was on December ********************************************************************************** on February 16 and they will deliver it to me on February 17 and that was another lie that was told to me from ******. I didnt come to badcock to be told lies and be given false information and promise. I want the chest or I want them to come pick up the remaining furniture and refund me all my money back so I can get what I need to accommodate me and my husband bedroom.
  
  
  Sincerely,
  
  *****************************

  

  Business response

  02/22/2024

  Once again we apologize for the inconvenience. At the time of purchase we had the stock available but we cannot control it when we find damages on delivery as we do not see the items until we open the boxes at your delivery location. At that time we discovered that the chest was out of replacement stock which is why we had to wait for the projected inventory date of the 17th. The projected dates are approximations and can be delayed due to many reasons since the items come from so many places. The store manager ****** should have explained that the 17th is not a guarantee and they should have told you we would contact you on that date to confirm or reschedule and that was not done based on your claim so we will address this internally and we apologize for the confusion. The delivery of our new stock was delayered for 2 weeks which is why it will be available around the first of march instead of the previous projection of the 17th. As we stated before you can have a full credit for the chest due to not receiving it because of the stock delay but we cannot allow the other items to be returned after two months of use for a full refund. You can contact us at ************** to let us know if you want until the chest arrives next week or if you dont want it at all but that is all we can do at this time. The 5 drawer chest will be available for delivery in just a few days and we will let you know as soon as it arrives. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother purchased a recliner from the ************* location. After the purchase we went to the warehouse and waited for the recliner only to be told that its at another location which is fine because things happen. We waited about 30 mins for them to come back with our recliner. We arrived home and in less than 1 hour the recliner showed a defect. Im human I know things happen so we called the store to tell them about the issue to get it resolved. The lady ****** must have just came in on the day you guys where giving jobs out like ***** does with cars. She was blatantly rude to my father on the phone as my mother didnt want to talk on the phone. My father became frustrated and asked me to speak with her. She sounds like shes reading a script and not actually trying to help us. Im not sure if you guys just give out positions or what. The so-called supervisor ****** is beyond disrespectful and needs to be retrained. Now after telling her thanks for nothing she calls my mother phone and apologizes while trying to set up a time for a technician to come out to fix our brand new recliner. Please contact me with a competent representative to speak with. All we wanted was a recliner.

  

  Business response

  01/02/2024

  Badcock Furniture apologizes for any inconvenience and we are happy to assist with the service call. We will reach out to you to make sure the service call is performed asap. The customers information was not in the information provided in regards to this claim so we will contact the phone number given to locate the customer information. You should receive a call today but if not then feel free to contact us at ************** and ask for the corporate manager ***** and he will make sure we locate the customers information and address the issue properly. Thank you  . 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a couch set from Badcock in Pompano beach,fl. The couch was supposed to be stain resistant and it is Definitely Not. I had to have one of the couches removed and replaced for stains that would not remove from the upholstered leather couch. When the movers came to replace my couch they were very kind but upon leaving I realized my door had been broken and would not close after delivery. I really don't understand why they had to open up the second half of the door because I've had many deliveries and they never had to use the other door for delivery. I had to sleep with the doors open at the bottom because they damaged the metal mesh that would make the door stay in place. I tried to reach out to the delivery team but they were closed. I had to pay for a repair man to maneuver the lever to finally get the door to close but it is not fixed as he told me what happened to the door. I have been up and down and going backwards and forward to get this issue resolved with Badcock. This is causing me great emotional distress because the couches are still NOT stain resistant so that is a blatant lie and my door has not been fully repaired. BADCOCK advertised this couch set under false pretenses and ALL OF THIS COULD HAVE BEEN AVOIDED HAD THEY TOLD ME THE TRUTH AND ALSO IF THEY HAD TOLD ME THE SET CAME IN BLACK. YOU CAN SEE EVERY STAIN AND AGAIN THEY ARE NOT LIFTING AS ADVERTISED. I am not blaming the sales person because it was only in display as a white set and not black. False advertisement has left me in great distress as they will probably be delivering another set because of more stains and yes it is still under warranty but it should have been given in BLACK NOT WHITE. ESPECIALLY WHEN THEY KNEW IT WASN'T STAIN RESISTANT.

  

  Business response

  12/05/2023

  Badcock furniture has received the claim and we are happy to respond. Unfortunately we disagree with the claims made and can respond to each one individually. In regards to the false advertisement we have never made any claims that our furniture was stain resistant as there is no such thing. Attached you will find a copy of the customers signed original receipt which explains what the stain warranty covers and how to file any claim. There is also a copy of our sale signs which show that the set in question has always been available in multiple colors and displayed as such on our sales floor. The pieces are even displayed online on our website Badcocksfl.com in White and Black options so we do not agree that we didn't offer both color options at the time of purchase 12 months ago. In regards to the exchange of the item, we did have a stain claim in regards to the set and once we determined that the stain could not be removed we then exchanged the entire piece as the warranty says we will so we considered this to be a proper fulfilment of our warranty promises and guarantees. Last in regards to the door damages. All damages are to be reported at the time of delivery so we can verify the issues were caused by our staff. The customer contacted us the next morning to notify us about the claim of damages to their door. At that time, we spoke to the delivery staff once we received the claim and they denied doing any damage to the door, although it was reported after the delivery drivers left we decided as a courtesy we would send our service tech to look at the door to determine if the problem was already there or something that may have been caused by our delivery staff and what a proper repair would consist of. Once our service tech contacted the customer to schedule the time to come look at the door, we were told by the customer that she had her maintenance man repair it already and he charged her $******. At that time we told her to send us a receipt from the maintenance repair and we would request a courtesy reimbursement of the $****** to help assist the customer but we could not be responsible for the door damages after someone else worked on it as we would have no way to determine what the issue was and if the damages that are there now were caused by the maintenance man she hired or our staff. If the customer would like, we can send our service tech to her as a courtesy to evaluate the door issue but we can not accept responsibility for the door damages after not receiving the claim at the time of delivery and after another company made changes or repairs to the door without us being able to see it first. If the customer would still like us to look at the door then they can respond to this complaint and request it and we will contact her. We will make every attempt to assist the customer with the door but we cannot blindly except responsibility for the door after all that has transpired after our delivery. We are truly sorry for any inconvenience as we always strive for excellent service at Badcock of South Florida. 

  

  Business response

  12/07/2023

  Badcock Furniture apologizes for the confusion. We were not trying to deny a service call but we cannot blindly take responsibility of something that we have not inspected yet and after another company has tampered with it for a partial repair. We originally made the attempt to address it but once we were told someone already did repaired we cancel the original service call. As for the false advertising, we sent all the proof to verify our claim that we always sold both colors of this item and we never claimed that it was stain resistance. It is unfortunate that the customer is not happy with there purchase selection but we have not represented ourselves falsely and have not committed any false advertising in any way. In regards to the service call we have contacted the customer to schedule our tech to come look at the door to try to assist them as a courtesy. Once we determine the damages and what is needed, we will see if we can help the customer as a courtesy or if we will have to deny responsibility for the claim. Our tech is scheduled for Thursday morning to address the issue. Thank you 

  Customer response

  12/08/2023

  
  Complaint: 20955797
  
  I am rejecting this response because:
  I WAS NEVER TOLD....that they are still trying to figure out if they are responsible at all!!! Let me be VERY CLEAR.....YOU CALL ME WITH YOUR UPPITY ATTITUDE!!! YOU SOUNDED ****** TO ME AND AS IF YOU DIDN'T WANT TO HELP AT ALL!!! PLEASE DON'T COME TO MY HOME AND MESS UP MY DOOR AGAIN!!!!YES THAT A RATED COMPANY RUSHED RIGHT OVER TO GET THAT DOOR SHUT FOR OUR SAFETY!!!! I AM GRATEFUL FOR THAT COMPANY!!!!!
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased item from Badcock 06/2023, not even 4 months later item was not working, so I contacted store and corporate office and they told me that they are not responsible for the warranty of item. They gave me the run around and it has been about 7 weeks with this problem and yet no resolution. I work hard for the money I make , I can not afford to thro away that money. They also told me I would still have to make my payments. I have been a customer of there's for 10 years. This is not fair times are hard these days. Please help me get refunded the amount I have paid. Please

  

  Business response

  11/30/2023

  Badcock Furniture has received the complaint and we are happy to explain our response.  The customer purchased a gaming system from us that is warranted through the original manufacturer Oculus from Meta. The system comes with a 12 month warranty that must be managed through the customer and the manufacturer as we have no way to determine the items eligibility for there warranty and we also cannot troubleshoot issues or confirm abuse that *** decline the warranty. We gave the customer the warranty web address (Meta.com/help/support) to contact from them for the warranty issue. The process has the customers log into there Meta account that they use with the game to troubleshoot and if that doesn't solve the issue they will send them a shipping label for a warranty exchange assuming it qualifies but the process must be completed before anything can be done. The customer felt that because they purchased it from us then we should just take care of them and repair or exchange it which is unfortunately not possible. The customer then asked why they should pay there bill and we explained that they borrowed money to purchase the item and all of the warranty and return information was given to them in writing on there sale receipt at the time of purchase so they are still required to pay there bill regardless of the warranty claim between them and the manufacturer. At this time there is nothing more we can do to help the customer and if they truly have a legitimate warranty claim and take the time to contact the proper company and go through the process then they will be taken well care of by the manufacturer. If the customer goes through the process and is denied warranty for any reason that they feel is not in line with the manufactures warranty then they can get the manufacturer to send them a denial letter with the specifics as to why they were denied and we would be willing to review it to make sure the customer has been treated fairly and if not then we will try to assist them further. Thank you 

  Customer response

  12/01/2023

  Yes, they did give me the information and my son who is a computer geek he tried 2x times and was not successful. There is no number to speak with a live person. So, it's not that I have not tried going through the system warranty place, we have and can't complete the request or get it fixed. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of 2021, purchase ***** fridge from Badcock Furniture in Florida City, **. less than a year later the fridge door became defective, called the store and the fridge was replaced, now the ice maker is broken, called the store they send out a very incompetent repair service company. on their first visit they claim it was the ice maker, replace the ice maker now a valve is faulty, it must be order again. again, I must wait another few weeks to get this repair. please this appliance is under warranty and I'm still making monthly payment on it. i called the warranty ***** no one call back left several messages. I feel the store should replace this appliance at no additional cost to me. as compensation for the time, we have been dealing with this issue.

  

  Business response

  10/12/2023

  October 12, 2023
  
  *********************
  Consumer Affairs Specialist
  Better Business Bureau Complaint Department
  
  Re: Case # ******** *************************
  
  Badcock Home Furniture &more (Badcock) is in receipt of the above referenced complaint and appreciates the opportunity to respond.
  
  In ********************** case, we have confirmed that she is a customer of the ********************** Home ********************** & more of South Florida, which is owned and operated by a different corporation.
  
  This complaint should be directed to their corporate office:
  
  *** - Corporate Headquarters
  Attn: *********************
  *****************************************************************************************
  Phone: **************
  Fax: **************
  Email: *********************************************************
  
  On behalf of the **** Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our ************************* at ************** during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time.
  
  Sincerely,
  Mishana Bien-Aime
  Customer Care
  **** ********************** Corporation

  

  Business response

  10/18/2023

  Badcock Furniture has received your complaint and we apologize for any confusion. The refrigerator in question was under our extended warranty and upon servicing it the tech determined that the ice make was defective. Unfortunately sometime replacing a part leads to other diagnosis that couldn't be determined until the part is replaced which is what happened. Once they determined their were other internal issues that caused the ordinal part to go bad we determined that the item was not repairable and it was authorized for full credit. A credit for the original Item was completed on 10/11/2023 which is five days before this complaint was submitted, and our notes indicated that we left a message with the customer to come spend the credit as they like. We do not have a warranty department for the appliance extended warranties so we are not sure who was contacted but if the customer had contacted the ********************** prior to contacting the BBB then they may have seen that they had been taken care of as they requested. Attached is a copy of the store credit that was completed on 10/11/2023 which can be spent in the store for any items the customer prefers. Please feel free to go into the store to finalize and future sale. Once again we apologize for any delays, confusion or inconvenience. Thank you 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed from badcock less than a year ago. I knew something was wrong when my dresser broke and the wood was falling apart from my bed. I was pregnant and just couldn't bother with it. Now I'm up at 140am with a broken bed and a newborn baby leaning off the bed. I just want them to come out and fix or replace and give people the quality of what they pay for. I think this company is scamming people to make these purchases and giving them cheap products compared to what they have or showcase online.

  

  Business response

  07/27/2023

  Badcock Furniture has received the complaint and after researching the information given we did not find any issue reported to our customer service department under this name or phone number. The customers name and phone number were also not found on any account or purchase record. After further review we did find a bed sale with the email on file that matches the listed email in this complaint This item was sold to a *************************** and we will reach out to them to set up a service call. Badcock has a 12 month warranty for all furniture purchases for any defects so if there is an issue and it is covered then we will attempt any repairs necessary and if a repair is not possible and the item is considered to be defective then we will exchange it or offer store credit to reselect. If for any reason this is not the proper customer information then please feel free to reach out to our customer service department at ************** so we can help assist with any warranty issues. Thank you 

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not buy from the location on in *************** on Cherry Rd. Im November 2021 I purchased a furniture including a leather sofa, recliner and love seat for roughly $2500 and some change. Fast forward to April 25, *********************************** regards to sofa damage (peeling) and loose thread hanging from my love seat. The representative needed pictures of damaged sofa sent to ********** which I sent the next day. Rep offered to give me 50% off of the sofa to purchase something new. So a technician came out on May 4th to observe furniture and give his report. After technicians report, badcock representative contacted me and stated my 3 year warranty does not cover peeling and they could only now give me 25% off sofa and 50% off love seat which amounted to $300 and some change plus I would have to get the damaged sofa to badcock myself as well as anything new I purchased with the discount I would have to have my own delivery way. I declined. This company and their employees lie just to get a sale. They lied and told me the warranty covers everything. I spoke to corporate manager on ********** Gdns by the name of ***** and he was no help and speaks to you like youre stupid. I also had a balance of 825 which after my promotion ended my balance went up to ****+. How? When the interest rate is ***** annually? DO NOT SHOP WITH THIS COMPANY! Money hungry people who do not fix furniture like they say! This is not over BOYCOTT THIS PLACE ESPECIALLY ON CHERRY RD ***************

  

  Business response

  06/06/2023

  Badcock Furniture has received the customers complaint and we apologize for any inconvenience. Attached is a copy of the customers signed receipt with a copy of their signed financial information as well as the extended warranty. We feel that *************** has misunderstood the offers we made and we are happy to explain as we feel the offers were far over and above any industry standards, because we strive for excellent customer service. The items in question come with a 12 month guarantee for any defects and as you can see by the sale date the items at the time of the report were almost 30 months old so there are no manufacturer guarantees that could be used for assistance. The customer purchase an accidental stain and tear warranty with instructions as to what is covered and what is not and how to report the claim. The copy of the signed warranty was also attached with some highlighted areas which show that at no point did we lie in regards to the coverage. The peeling damages that were discovered were not covered under the terms of the warranty and also not reported in a timely manner but instead of a denial which is what the damages qualified for, we decided to make an offer to help the customer replace the items if desired. The offer was 25% credit to return the sofa and reselect a comparable item which was a value of $192.00. At that time we also decided since the customer purchased three pieces and the other two were in decent shape even though the warranties are individual and not sold as sets we offered 1/2 credit for both pieces to return and reselect comparable items. These offers totaled over $830.00 in credits for a three piece set that was 21/2 years old and damaged as a customer service to help the customer if they felt the need to replace their damaged pieces. The customer was able to bring the items to us and pick up their new items if applicable and if not then we provide a fair priced delivery option to do the exchange. Unfortunately since we made all the other offers we could not offer free delivery as well. In regards to the financing, the customer financed with ***** ********** not Badcock Furniture so the interest issues are between them and their bank. We also attached a signed finance receipt that explains the interest. Once again we apologize for any inconvenience but we feel our offer was a good faith effort to help the customer with issues that are out of our control and way over and above what any company would offer under similar services. The offer will be good for 30 days so we hope the customer takes advantage of our courtesy. Thank you

  Customer response

  06/06/2023

   
  Complaint: 20138813
  
  I am rejecting this response because:
  My furniture set is not 21/2 years old it is 1 1/2 years old, purchased 11/08/21. Furniture set should not be peeling, tearing or missing thread. This is a cheaply made set and ************* Wisely assured me and my fianc that any and everything was covered along with cleaning of the furniture. I would never purchase or recommend anyone to purchase from Badcock again. I only want my sofa replaced, I dont even want a new set. ************* are trained to tell white lies is not honest with customers. $838 is not even enough for me to return the full set and purchase anything else from Badcock. If I could return the whole set be done with Badcock, that would be fine as long as my balance would be back to zero, you can have your furniture set 
  Sincerely,
  
  *********************

  

  Business response

  06/07/2023

  Badcock offers our apology for the discrepancy in the time frame we quoted in our last response. The items are only 18 months old not 30 months but the age is still 6 months past any manufacture guarantee so all the offers were based on the same criteria and the age of the items. Our offers would have been less if the items were older. We train our sales people to be honest and helpful to all customers but we can not verify conversations that *** or *** not have been had 18 months ago which is why we have all our policies in writing and signed by the customers. The damages to this set are not consistent with a defective product and are more consistent with outside sources, if the product was defective it would deteriorate all over and not in one general spot. The damages could have been made from many sources such as pet claws, body oils, improper cleaning chemicals or spills not cleaned etc. etc. and because the issues were not reported within a timely manner we were not able to address it or help explain why it happens and how to prevent it.  Unfortunately this issue is not due to the furniture and our offer is the best we can do to help assist the customer. Again we apologize for any inconvenience. Thank you 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a leather sofa from: ************** of South Florida on Jan 3rd, 2021, including a protection plan. One side of the sofa is sagging and misaligned and the cushion is starting to pull away from the seam. I contacted their customers support at ************ and they sent out a tech to evaluate. They called me back last week and I was driving so I called them today and spoke with ****** and then their supervisor *****. Round and round we went. They first offered me 25% off a new purchase. And then 50% off a new purchase and the would pick up my sofa. Why would I get involved with them after this horrible experience. I would appreciate them fixing my sofa, replacing it or my money back.

  

  Business response

  04/04/2023

  Badcock Furniture has received the complaint and we apologize for any inconvenience. The customer ************************* made her purchase on 02/05/2021 as stated in the complaint, this purchase came with a 12 month guarantee for any structural issues or defects as all of our furniture does. At the time of purchase the customer also purchased a stain and tear warranty for a period of three years as stated in the complaint. When the issue was reported to us we sent out a service tech to determine the issue and get pictures. After reviewing the claim we found the issue to be due to normal wear and tear as the one side that gets the most use has had some cushion flattening issues. This is considered normal wear and tear and can very depending on the usage of the item and it is not considered a defect. Because the sofa was over the 12 month guarantee and not covered in the terms of the stain and tear warranty we were not able to offer full credit to exchange and a proper complimentary repair was not possible. Because we value our customers and strive for excellent customer service we offered them a complimentary 25% credit towards a new sofa purchase of equal value. This credit was not excepted by the customer and after reviewing again with our corporate management we agreed to 1/2 credit on and exchange of a like item of equal value to help the customer replace the sofa but the original item would have to be returned. We always want to make every effort to help our customers but unfortunately the 1/2 credit offer on an over 2 year old sofa for a non warranty issue is far over and above what we feel anyone in the industry would offer so we have to stand firm with our offer. Hopefully everyone one can see that we are truly trying to go over and above. Attached are the sale receipts with pictures of the items and all other information needed. The 1/2 credit offer will be valid for 30 days so if ************************* wants to take us up on it then she can go into her local store to purchase a new sofa and arrange for this one to be picked up at the same delivery of the new piece for a 1/2 credit totaling $549.00. Thank you 

  Customer response

  04/04/2023

   
  Complaint: 19868639
  
  I am rejecting this response because:
  
  ************************************************

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