ComplaintsforKane's Furniture

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ref **** order number 0114112EL43A.Paid for warranty to cover electrical issues with love seat. Within warranty period it stopped working. **************** hired by Kanes informed us that cant fix chair for 4 months because no parts. Contacted another company who came the next day and fixed chair.

  

  Business response

  06/13/2024

  We have reviewed our consumer complaint regarding the power console loveseat purchased with our company in January 2021. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired in April 2022.
  
  We have verified that our consumer purchased the "Power 5 Year Protection Plan," which is administered by ServeCo *************, not Kanes Furniture LLC. Our consumer filed his claim on May 24, 2024, according to SCNA. The necessary replacement parts were ordered with the manufacturer, which can take ***** weeks to arrive.Given that ************ chose and paid a third-party company to handle the repair,SCNA has authorized Kanes Furniture LLC. to reimburse him the requested $225.00, satisfying the requirements of the guarantee. We apologize for any inconvenience that *** have been experienced.

  Customer response

  06/14/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a faulty adjustable/massaging bed frame replaced for several months. I have spoken to almost a dozen different individuals at ****** with each and every one of them kicking the issue down the road. Yesterday I was told that it is all about price, and corporate would have to deal with it. However, they were unwilling to provide me a Name, Number, or any further information about corporate. The employee even told me that they don't even have access to corporate numbers.I purchased a brand new bed frame from ****** in October of 2023 and have had 5 different servicing tickets with ****"s and there third and fourth party vendors over the past 5 months. Finally, it was approved for replacement. However, now they claim that the product is discontinued.Yet they refuse to replace it with an equally functioning and quality frame. (On a another note. I also purchased 2 pillows from them, which they kept telling me they were back ordered. Finally last month they admitted that they never ordered the pillows. Because get this. Yep, they were also discontinued.) This seems to be a business practice. I purchased an entire house full of furniture from them, and this is still how they treat their customers. The after the sale customer service is horrendous.I would like a complete refund from this company. My preference is to simply have the bed base replaced. However, this has been going on for far too long and I believe that they would take that opportunity to further kick the complaint down the road. So a full refund for the failed product is requested, at the cost of what it would take to have the same features they originally sold me. As per my conversation with ******* at ****** that would be $1,599.00 plus tax and cost of Warranty $99.00 plus tax which equals $1,821.26

  

  Business response

  06/07/2024

  Good afternoon,

  **************** was offered a return for full store credit for his Moto - gold adjustable base under the vendor's warranty. The style of base being returned was discontinued and no stock was available to provide an exchange for the same item.  **************** expressed frustration that none of the currant adjustable bases had the exact same features at the same price level.  We apologize for the inconvenience this has caused. **************** requested that we provide a more expensive base at no charge. ****** offered a return for full refund . **************** has agreed to that resolution, and we have scheduled a return for refund  on  6/11/2024. 

   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Kanes furniture before they closed on **************** in tamp and purchased a bed set as they were going out of business. Everyone was nice but they pushed the sale without telling me about the financing options so I paid my bill regularly to Kanes synchrony credit card company only to find out last month there was a 12 month special so I was charged $700 of interest charges. I am disgusted I feel tricked into buying from Kanes and they dont care about their customers doing something like this. Its unfair so I called the corporate office in ********** and a guy name ******** said there was nothing he could do without empathy. This is not fair and if Kanes cant do anything about this I will let this go as bad debt because Im not paying this off until they make the correction as I was misinformed. This is not good business and I want the $700 of interest removed and I will close my account and pay it off and never shop there again

  

  Business response

  05/10/2024

  We are sincerely sorry to hear that our customer is having an issue with her finance account. We have confirmed that on the day our consumer made the decision to buy the bedroom components,she opened a finance account with Synchrony. A deposit on **** was given to Kanes Furniture LLC, and the remaining balance was financed with Synchrony.We do not agree with the statement that our consumer was misinformed. The original sale receipt, which our customer signed agreeing to the terms of the finance offer, prominently displays the 12-month deferred interest with payments financing promotion. Furthermore, Synchrony emailed our consumer a monthly billing statement that also reflected the finance promotion, including its expiration date.

  The financing promotion expired on March 10, 2024. According to Synchrony's records, our customer has not communicated with them on this matter. Regretfully, we are unable to take any action since we are the retailer and not the financial institution. Kane's Furniture LLC. does recommend that our customer contact Synchrony directly.
  

  
  

  Customer response

  05/11/2024

   
  Complaint: 21681139
  
  I am rejecting this response because: this is a lie, my receipt did not reflect that information or my emails as I would have paid it off or used one of my credit cards.  I used to pay double the price every month but I promise I was not informed and Kanes need to be held for false advertisement. You not receive another payment until this is rectified. Your employees were too busy trying to push a sale with all the scratches and readings on the floor model I bought I should have known this was bad business. Kanes again I was not informed and willing to go to the media about your bad business practice again the sales rep or synchrony did not mention this to me there is no way I would have let this happened, bbb this company is not right and should be held responsible 
  
  Sincerely,
  
  *********************************

  

  Business response

  05/16/2024

  The statement that the finance promotion was not reflected on the sales receipt or emails is inaccurate. As communicated, our customer agreed to the conditions of the finance offer by signing the original sales receipt, a copy of which has been provided, and it clearly displays the finance promotion as being 12-month deferred interest with payments. Additionally, until April 02, 2023, Synchrony was mailing our customer monthly printed statements. She then requested to be switched to an electric bill instead of a monthly printed statement.

  A snapshot of an e-billed statement has been included displaying the promotional section of her statement that shows the promotion details and expiration date. Kane's Furniture LLC and Synchrony have demonstrated transparency by making sure that the finance promotional details and expiration date are displayed in an understandable and straightforward manner. No further action will be taken. We believe this matter has been addressed.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A bed was purchased in January, 2022 and the frame is already broken. I called customer service and they advised it is out of warranty and I would have to pay. The customer service rep suggested I go to the local Kanes location. I went to Kanes on 4/18 and spoke to a manager there who advised that she would call corporate and I would receive a call from Kanes after that conversation. A get a call, a tech comes out and does his assessment. The only time I hear back from Kanes on 4/21 when they left a voicemail to ask how the service was. I called today, 4/23 and spoke to a couple of people who advised that I would have to pay for the frame to be replaced. I need to share that Kanes had no intention on contacting me to advise of the tech's assessment, I called in today. It is clear in the notes, when the customer calls, tell her this... More importantly, the store told me that they would be sending a tech because it is broken. A frame should not break after 2 years. It is only me and I weigh 135 pounds and 5'9, again there is no way I would break that bed. Also, when I called; I asked 2 different representatives that I wanted to speak to someone in Corporate which was declined. I am not going to play he said she said about what notes were written.I will share that I will be going to the media about this, I am furious with the way I was treated, and a bed breaks, and Kanes will not do the right thing and fix the bed. I had to save to buy that bed to begin with. That is the only furniture I had for over a year because I left my husband and moved here with nothing. I am going to make a very big deal about this. A bed should not fall apart after 2 years, this is why Kane's Furniture has a 1.5 rating. By the way, whom ever I spoke to earlier today was ****, rude and already irritated when she took the call, super inappropriate!

  

  Business response

  04/26/2024

  We have reviewed our consumer complaint regarding the 3pc queen *** purchased with our company in January 2022. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture warrants to the original purchaser at the original delivery site that the merchandise to be free from defects in workmanship, under normal use and conditions for a period of one year from the date of delivery. The one-year warranty expired in January 2023. The stated issue was reported to our office considerably beyond the one-year warranty period.
  
  To show our commitment to customer service ********************************************* LLC was able to acquire the part(s) and has successfully installed them at no charge to our consumer as a one-time courtesy. We believe this issue has been suitably resolved.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had placed an order for some furniture order number#*******IZ48A at the ************** Location *************. Purchase date was 5/25/2020. 1) one piece was a NICE Torino ********************** Recliner-Product # ********* Backordered Delivery 6/11/20. 2)second piece was a NICE Torino ********************** Sofa-Product # ********* Backordered Delivery 8/15/20 The sofa did not work when it was delivered. The left side wasn't reclining. I wanted to send it back but they wanted to send out a repair person. ****** said because of covid, it was BO at least 6 months or more and could not guarantee a delivery date. So they sent *** out to repair it sometime in November 2020. I cannot locate any paperwork on it, so I don't know if we received any, or I misplaced it in the move. About a year later we had a problem with it on the same side it would not recline, but when I called ****** to fix it they told me it was not under warranty anymore, so we lived with it. However, in June 2022, the other side of the sofa did not recline anymore. I called ****** to get a phone number for repair and ******* told me it is under warranty for two years not one year and someone should have come out to repair it. However, because we had moved to *******, they didn't have any repair people in **. Since it was the power mechanism that controls the reclining part, she was going to send the parts to us free of charge and we would find someone to repair the sofa at our cost, though it was still under warranty. Truly, I do not think we should have had to pay for the service either, because #1 they didn't want to take it back initially when it was broken brand new. Also, when I called to have it repaired a year after I purchased it I was misinformed I only had a one year warranty. I never did receive the parts for our sofa. In November 2022 our recliner also stopped working. On the print out I just printed it says we have a 5 year *************** Plan. Please.

  

  Business response

  04/11/2024

  We have reviewed our consumer complaint regarding the power sofa purchased with our company in May 2020. We are sorry to hear that a problem is being experienced.

  Our consumer and management have had a discussion, and an agreement has been reached by both sides. We also believe that any misunderstandings about the terms of the warranty have been addressed. Again, we apologize for any dissatisfaction that *** have been caused.

  Customer response

  04/24/2024

   
  Complaint: 21532790
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************************

  I have been out of the country.  However, I did speak with ******* at Kane's furniture. She told me if ****** has a part they have in stock, that a repair person (I will pay for) identifies will repair the reclining mechanism, they will send it but at my cost. Plus, I still don't really understand the 2 yr warranty on parts. Either way, it will cost me a service call and postage that possibly could be a lot due to the weight of the part. This furniture shouldn't break a year out. It was broken when we received it, and they basically wouldn't take it back, telling us it was because they didn't know when they would have it available again.  However, we had been on back order and I'm sure they wanted to give new customers the incoming furniture on the containers opposed to replacing ours. So, two years having this furniture, neither the sofa or the recliner , reclining mechanisms no longer work.  They don't really want to take any accountability. After our sofa did not work again, when we received it and then it was repaired and broke again, we had another sofa on order and ended up canceling it because we knew we didn't get what we paid for. Plus, I shouldn't have to buy additional insurance, which they call warranties because it should last longer than it has. I never had a problem like this with furniture. It usually last a long time. Its just me and my husband who live in our house. So no, I am not satisfied with their response. They should pay for the visit and the repair, at the very least, on one side of the sofa. 

  Sincerely,

  ****************************************

  

  Business response

  04/29/2024

  As previously shared, our consumer purchased a triple-power sofa and a triple-power recliner in May 2020. 
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired on June 11, 2021.The manufacturer warrants to the original purchaser a limited two-year warranty on the mechanism only that expired on June 11, 2022.
  
  The triple-power sofa was delivered on June 11, 2020, and the triple-power recliner was later delivered on August 15, 2020. Our customer reported to our office on August 15, 2020,that a clunking noise was being made by the triple-power sofa. A service technician performed an inspection, and a replacement right-side-facing power mechanism was ordered from the manufacturer. The replacement mechanism was successfully installed on January 19, 2021.
  
  According to our customer,about a year after the sofa repair, she noticed that the same side of the sofa was no longer reclining. This would have been reported in January 2022, outside of the one-year warranty that had expired on June 11, 2021. According to our customer, three months later, in June 2022, she also reported to our office that the opposite side of the sofa didnt recline. The one-year warranty had expired on June 11, 2021. At this point, the furniture had been relocated out of the state and beyond our service region. No further action was taken.
  
  Four months later, on October 31, 2022, our customer reported an issue with the triple power recliner's mechanism. This was reported after the furniture was moved out of state and after the August 15, 2021, one-year warranty expired. The replacement part pricing, including shipping costs, was provided to our customer, who has chosen not to buy as of present.
  
  In reference to the triple power sofa, we have informed our customer that components other than the mechanism might be the cause of the issue she is having. Parts, including the transformer box, power motor, power cords, power switch, etc. According to our customer, she believes the problem can only be resolved by replacing the power mechanism. In order to determine precisely what is needed to fix the issue being experienced, Kane's Furniture LLC. has advised that our customer have the ******************** inspected by a third-party repairman first.
  
  In the event that it is determined to be the power mechanism, Kane's Furniture LLC has offered to acquire the mechanism at no charge for our customer from the manufacturer as a gesture of goodwill. Nevertheless, our customer would be responsible for the shipping and third-party installation costs.
  
  Should it be determined that an alternative component is needed, such as a transformer box, power motor, power cords, power switch, etc. Kanes Furniture LLC. will try to assist with acquiring the part at no charge for our customer. The cost of the third-party installation would be the responsibility of our customer. If the component has to be ordered from the manufacturer, our customer would be responsible for the part cost, shipping, and third-party installation costs. We value the opinions of our customers, and we believe this issue has been appropriately addressed.
  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two rocker recliners $1400 9/24/2023 they were delivered 9/30/2023 within two months they were squeaking so badly that we called Kanes in ***** ** for service. Service came and looked at them and they determined the bases needed replaced and they would contact me back within a week. They called told me they ordered my bases and they would be in May 2024. I contacted them in February spoke to ***** who said she would contact corporate office to see about exchanging the chairs because now the chairs are squeaking and grinding and there our metal shavings under the chairs. Had my husband put pads under the chairs as the shavings were staining my new area rug. Told her I was concerned that they would break and since I'm 65 didn't want to get injured or have a guest get injured. ***** called me back in a couple days and stated that corporate refused to exchange both chairs and she also spoke to service man that was here two months ago and that he didn't feel it was necessary. I have never been so disappointed in a company. These two rocker recliners were only a couple months old. This is clearly a manufacturing defect and you think they would have offered to exchange these two rocker recliners chairs for us.

  

  Business response

  03/18/2024

  We have reviewed our consumer complaint regarding the recliners purchased with our company. It is embarrassing that Kane's Furniture LLC did not meet our high standards for exceptional customer service, which we take great pride in providing. After discussions with our consumer, we believe that she is satisfied with the resolution reached. We apologize for any inconvenience that this issue may have caused.
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/8/21 I purchased a sofa and loveseat with electric motors on the recliners from ****** I also purchased a 5year warranty for $89.99 on the motors for the recliners on 1/23/24 the motors went out and now after contacted the company they will not fix the problem.

  

  Business response

  01/30/2024

  We have reviewed our consumer complaint regarding the sofa and loveseat purchased with our company in June 2021. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired in September 2022.
  
  We have verified that the ***************** 5 Year Plan," which is administered by ServeCo North America, was purchased by our consumer. According to Serveco North America, the claim was first filed, on January 25, ****. Their records show that they have been waiting for ************** to send them a requested picture of the entire furniture piece so they can proceed further with the claim. The photograph has not been provided. Regardless, Serveco North America has advised him to expect a call from a service adviser to schedule a service appointment for the furniture item.  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a recliner from the ************** store back in 11/2022. The bottom part of recliner is chaffing/peeling i guess you could call it. We purchased the extended warranties. I was calling to see if this defect would be under the warranty and ****** told me she didn't think so. I asked what do you mean by "you don't think so" and the conversation took a turn for the worse from there, she told me she didn't appreciate me questioning her like that. I asked to speak to the mgr and she told me she is corporate. I told her I was complaining with BBB and she really didn't seem to care and sarcastically told me to have a nice day. I would appreciate someone to pull this call from 1/5/2024 approx time 235pm EST to see that there was no need for her hostility when a customer calls with a problem. I own a business and there is no way my employees would talk like this to one of my customers. I would like to speak to someone that has some decently and respect for their customers and see if this matter can be resolved. This was a $1500.00 recliner and would think it would last longer than a year. I can send pictures if needed

  

  Business response

  01/12/2024

  We have reviewed our consumers complaint regarding the recliner purchased with our company November 2022. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture warrants to the original purchaser at the original delivery site that the merchandise to be free from defects in workmanship, under normal use and conditions for a period of one year from the date of delivery. The described issue was first reported to our office outside the one-year warranty. Regrettably, Kanes Furniture LLC.cannot honor a repair or replacement of the furniture given the warranty has expired.
  

  Additionally, the extended warranty our consumer mentioned is actually a Limited Leather Protection Warranty that is administrated through UV3/Masterguard. Coverage is for the following:
  Any stains caused by food or beverage
  Human blood, and Human urine
  Ballpoint Pen Ink
  Lipstick
  Accidental Rips, Tears, and ***** (accidental: meaning a onetime occurrence)
  
  Cracking/peeling of the covering is not covered under the Limited Leather Protection warranty terms.
  
  A member of our management team has tried unsuccessfully to contact our consumer via voice mail. We kindly request that our consumer contacts us so we may further discuss this matter.

  
  

  Customer response

  01/12/2024

   
  Complaint: 21104320
  
  I am rejecting this response because: No one has tried reaching out to me via VM or email. I dont recall giving my phone # on this complaint but I know for sure my email is listed if they want to reach out that way, Its unfortunate that you aren't standing behind this $1500 recliner with being a couple months shy of the year. You can plainly see this is something that didnt just happened, its been like this for a few months now and with the holidays, I forgot we had bought the warranty until recently is why I was inquiring. There is NO WAY this recliner should be peeling this quickly. If you aren't willing to do anything then we are done for good with Kanes and will make sure we alert everyone we know what went down with this. On the other hand, I am extremely dissatisfied with the way the employee spoke to me on the phone, what happens with that? any type of counseling or training with her so she learns how to treat your customers in the future? Was the call listened too? Terribly, terribly disappointed with Kanes 
  
  Sincerely,
  
  *******************************

  

  Business response

  01/19/2024

  Our consumer provided us with photos of the stated damage, which has been confirmed to be non-vendor related.Additionally, there are numerous scratches in the leather of the recliner,which is indicative of pet damage.

  As previously communicated, Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for a period of one year from the date of delivery. The described issue was first reported to our office outside the one-year warranty.

  In the effort to assist our consumer,Kane's Furniture LLC is currently obtaining replacement part pricing from the manufacturer. If our consumer chooses to proceed with purchasing the replacement part, Kanes Furniture LLC would be happy to provide a complimentary one-time part installation.

  Lastly, a formal investigation has been conducted into the alleged lack of professionalism. For reasons of confidentiality, we do not disclose the results of our findings. Hopefully, this will address the concerns expressed.

  Customer response

  01/19/2024

   
  Complaint: 21104320
  
  I am rejecting this response because: 1. I do not own a pet so to assume this is not truthful . The scratches are very minimal thru out chair from normal wear n tear and irrelevant to peeling of section in question. Im not concerned with scratches but faulty material.  Kanes even said damage looks as if it was happening for awhile so to say its out of warranty time frame is ridiculous. She knows darn well this had to have been happening within warranty time frame. Id be willing to hear cost of replacement part but really feel it should be kanes paying for this than me. Its too bad they dont stand behind their products, doesnt make chances for customers to return or give them good kickback on reviews to be discussed with others . Funny I was asked what cleaner I use, I said theirs so I guess I cant be blamed on that 1.  Overall very unhappy and wish to keep my complaint noted. Id like price on  replacement and would like # of manufacturer they would get said part at. Thank u
  
  Sincerely,
  
  *******************************

  

  Business response

  01/26/2024

  To show our commitment to customer service, we shared the cost of the replacement part with our consumer. Additionally, as a gesture of goodwill, Kane's Furniture LLC offered to install the part as a one-time courtesy at no charge, should the consumer decide to purchase it.Unfortunately, our offer of assistance regarding this matter has been turned down. Given that the warranty has expired, no further offers will be extended. We value the opinions of our consumers, and we believe this issue has been appropriately addressed.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/17/21 date of purchase order #*******Cj91 ***************************** for basically a year now we have had three repair orders with the recliners never being repaired and each time servico and Kanes have had nothing to say to fix this item but wait for additional parts for almost 8 month now. yesterday I contacted both and was told I would be contacted with hours I did not get a return phone call from either after speaking with staff at both that claimed to be management. We would at this point request a refund of our ******** due to this either had to be a faulty recliner from basically the start or the enability of the people you sub contract with to correctly assess and repair furniture. We have waited for repair for almost a year now which is unexceptable and we request instruction for further action to secure our refund in this almost year long issue. All the attempts and time they have been to my residence sould be documented. We mo longer trust that this is a fixable recliner after three ser vice attempts and is not using the reci er now for almost a year. Again at the point we would only reauest a refund of our payment and instruction to do so after trying with both Servico and Kanes and being ignored to the point of not even being given a return phome call as promised.

  

  Business response

  01/12/2024

  We acknowledge our customer's comments and would like to extend our most sincere apologies. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired in October 2022.
  
  We have confirmed that our consumer purchased the **************** 5 Year Plan that is administered by ServeCo North America. It is our understanding that our consumer first originated a claim with ServeCo for the armless power recliner in June 2023. A service technician identified the issue, and a replacement part was ordered under the warranty terms. In July 2023, our consumer originated a second claim with ServeCo for the *** recliner. A service technician identified the issue and corrected it on the spot. The ordered part for the armless power recliner arrived and was installed on January 4, ****. While at the home, the service technician identified an issue with the motor in that piece.
  
  Under their warranty terms,Serveco North America has given Kane's Furniture LLC authorization to replace the armless power recliner. We are currently waiting for our customer to arrange a delivery date after notifying them of the replacement. We consider this issue to be settled.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We Purchased a bunk bed with our specific needs explained right of the bat to the salesperson. We have an autistic 22 year old that needed the upper bunk for his stuffed animal collection and "bottom drawers for Lego storage. Based on the unit that was displayed on the showroom floor which included two bottom drawers, that was exactly what we set out looking for. It was perfect. We assumed the drawers were included as a part of the purchase since it was on display that way. It was not verbally explained to us otherwise, and there was no sinage on or near the merchandise explaining that the drawers were sold separately. We feel that this is false advertising and borderline of "Bait and Switch". We have made several attempts to resolve this matter. Once being put in contact with the salesperson whom now claims that he explained this to us and ask us if we wanted the drawers which as I explained already as we did to him in the very beginning, that was our primary reason for going for this unit. (He did neither explain or ask) and after our phone conversations began to escalate he simply hung up on me. I have twice asked to speak to a manager and visited the store once to try to resolve this. Each time I was schluffed of being told a manager was busy but would call me back. I'm still waiting for that call but not holding my breath. I even ask them to come pick the item up and refund our money but they don't give refunds unless it's damaged. We doubt we will get what we want to resolve this matter, based on a plithera of negative reviews I'm finding on the Internet about this company. Numerous complaints about the poor customer service this company is notorious for. Full of excuses and passing the buck. All we want are the 2 drawers that we thought were part of our purchase to begin with. If all we can do is warn others to shop elsewhere "buyer beware" spend your money with a business that does respect and care for their customers. Don't get suckered like us.

  

  Business response

  01/08/2024

  We have reviewed our consumer grievance and sincerely apologize for any misunderstanding regarding the merchandise purchased from our company. Kanes goal is to provide complete, accurate, up-to-date information in our showrooms and on our website.
  

  We have verified that the configuration, color options, and pricing are displayed correctly on the relevant signs. The underbed storage box set (drawers) is available for the selected bunk bed at an additional charge as it is sold separately. Our website has this information as well. The signed sales receipt confirmed that a three-piece bunk bed was bought without the set of storage boxes. The same was acknowledged and signed on the delivery receipt.Our customer was extended the opportunity to purchase the underbed storage box set (drawers) with free delivery in an attempt to resolve the issue but has declined this offer. We are sincerely sorry for any dissatisfaction this matter may have caused.
  

  Customer response

  01/08/2024

   
  Complaint: 21100025
  
  I am rejecting this response because:These photos were taken before they had a chance to correct their mistake. Their employees are liars to cover their own butts.
  
  Sincerely,
  
  *************************

  

  Business response

  01/10/2024

  We appreciate our consumer for providing photos. As we can see, the price tag for the set of underbed storage boxes is inside the drawer. Since our floor displays are sampled by consumers daily, we are consistently inspecting and reorganizing them. We acknowledge that errors can happen, but our intention is never to mislead our consumers. We are sorry that our previous offer of assistance was not agreeable. In the effort to settle this matter, we would be happy to arrange for a truck pick-up of the 3-piece bunkbed and provide a full refund. Hopefully, this will address the concern expressed.

  Customer response

  01/18/2024

   
  Complaint: 21100025
  
  I am rejecting this response because: We ask for this offer to take the merchandise back and refund our money in the beginning and we were flat out told that the ONLY time returns were accepted and refunds given were if the merchandise was damaged and the staff refused to even offer us this option. As time has passed the young man that we purchased the bed for whom is autistic with an attachment disorder has become attached to his new bed and it would be detrimental now to take it away from him. I will admit I am wrong as the picture that I took clearly shows but look at what I had to do to find a price tag. All of the other price tags and warning are clearly displayed. Why was the price tag for the drawers placed in a plastic bag and tucked away out of sight in a drawer? If I had not pulled the drawers out to take that photo how would I know that they were sold separately. The salesman DID NOT tell us this and we were very clear that drawers were one of the main reasons for selecting this item. At this juncture the photo says I'm wrong and I am not going to change my opinion of your sales tactics or the rude sales staff you employee. We will keep our purchase, Let others know of our experience and let them decide for themselves and we won't spend another dime with **** Furniture. Prior to this purchase we spent close to $5000.00 with Kanes. Maybe not a house full but a piece at a time and in CASH Everytime. NOT ANY MORE!!!! Consider this case CLOSED.
  
  Sincerely,
  
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