Complaints

This profile includes complaints for Kane's Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kane's Furniture

  5700 70th Ave Pinellas Park, FL 33781-4238

  
• 

  Kane's Furniture

  5045 N Washington Blvd Sarasota, FL 34234-4128

  
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  Kane's Furniture

  5902 US Highway 19 New Port Richey, FL 34652-2939

  
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  Kanes Furniture

  9775 W Colonial Dr Ocoee, FL 34761-3439

  
• 

  Kanes Furniture

  5112 E Colonial Dr Orlando, FL 32803-4384

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 3/1/24 Wanting a refund of $1,199 + $100 including the stain warranty purchased. I noticed manufacturer defect on August and called the store to schedule for a tech to look at it and never got a call back. I called in early January 2024 and continued the complaint to get this fixed. I filed this claim before my warranty ending in 3/2025. I talked to three managers (****) and **** who continue to brush everything under the rug. After so many calls, a tech comes in and informed us that the company will either fix it or replace it for free that it shouldnt be a problem. He sawed my furniture in and after my wife taking pictures from the interior she took of the piece being made by cardboard. We have been lied to about the furniture being made of wood. Kanes furniture of **************, ** calls me back to tell me that this wasnt a defect that it was from usage. I continued complaining until finally corporate got involved. They informed that they can either fix it or find other options but that I will not be receiving my refund back. I got an email on April 3rd informing me that they will attempt to fix the sofa. I dont want to deal with this organization anymore. I am really irritated, Ive been accused by managers telling me of my misuse of the sofa, and that it is my fault. This is a manufacturer defect. The tech came the second time and indicated to my wife that this is a a part defect and that Kanes discontinued this product they strongly stood behind and sold it to me on the day of the transaction. I waited 4 months till I spoke with corporate and Im not dealing with their unprofessionalism any longer. I am needing my refund back. I am reporting so that this doesnt happen to another customer to deal with this uncaring customer service. Managers accused me of putting my knee on it and consider this a disrespect. The tech said it was a defect from the manufacture and the organization is saying otherwise. I hope this gets resolved.

  

  Business Response

  Date: 04/07/2025

  Kanes Furniture LLC appreciates our customer for bringing their concerns regarding the arm of the 2 piece sectional, purchased on February 01, 2024, to our attention. We are sincerely sorry that they have experienced an issue and appreciate the opportunity to find a resolution.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is free from defects in workmanship under normal use and conditions for one year from the date of delivery. According to our records, the sectional was delivered on March 23, 2024. Nearly one year later, on February 22, 2025,Kanes Furniture was notified of the broken right side facing sofa arm.Following an inspection by our service technician, it was observed that the arm card was pushed inward. This type of damage is often associated with concentrated pressure or force applied to a small area, such as when significant weight is placed on the armrest during movement. Based on these findings, this damage is related to usage, rather than a manufacturing defect.
  
  Following the initial inspection, our customer was informed that the damage was not covered under the warranty terms. As a gesture of goodwill, Kanes Furniture offered to send the technician back to perform a one-time courtesy repair on the arm. A service appointment was scheduled for March 25, 2025. When the technician arrived at the residence, our customer refused the repair requested a refund instead.After further discussions with management, it was reiterated that the damage was the result of usage, not a defect in workmanship. Our customer agreed to another service appointment, which was scheduled for April 1, 2025. On March 30, 2025, our customer contacted our office, declining the repair, canceled the service appointment, and requested only a refund.
  
  We are hopeful that the scheduled courtesy repair on April 12, 2025, will restore the sofa arm to manufacturer standards and resolve this matter.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home was severely damaged by the hurricanes, ****** and *****. I was thrilled to visit Kanes Furniture to select new items for my home. I chose a sofa table to complement two end tables, a dining room table with four chairs, and a fireplace. Initially, I was filled with excitement, but soon it turned into a distressing experience. Everything was expected to be brand new and in pristine condition. However, when my fireplace arrived, it was not new at all; it had chips on the side and extensive cracks on the top, posing a risk of injury. Additionally, the remote control was glued to the top of the fireplace from its time on the showroom floor. My dining room table also had noticeable chips. I reached out to Kanes Furniture and spoke with a representative named *** *****, who assured me he would follow up with me, but I have yet to hear back. I am still making payments for items that were delivered in a damaged state. Rather than a refund, I would prefer to receive furniture that is free from defects and in good condition. I intended to return to Kanes to acquire a living room set. However, given the treatment I have received, I doubt that will occur. This situation is quite troubling and unacceptable. I am already coping with the loss of my home, and now I must contend with damaged furniture as well.I am truly looking to resolve this issue with Kings furniture. Ive been dealing with them for years, and I never thought that I would ever be treated like this. This whole situation is truly breaking my heart. I just want furniture that is not damaged. I would really like to resolve this issue because they have the living room set that I want, but I dont ever wanna go through this again and I pray nobody else will ever have to go through this especially at a time like this when a person is trying to rebuild. This is just too much. Especially when no one has reached back out to me at all. Heartbreaking.

  

  Business Response

  Date: 03/27/2025

  Kanes Furniture LLC sincerely apologizes for any inconvenience experienced and acknowledges the concern raised regarding the recent delivery.
  On November ******, our customer purchased several items, including a mirrored fireplace. The scheduled delivery for early February ***************************************************************************************** its packaging. Unfortunately,this item had been discontinued and was no longer available. As a solution, our customer was offered the option of picking up a floor sample fireplace. During a conversation on February 3, 2025, it was explained that Kane's Furniture does not typically deliver floor samples. Our customer agreed to pick up the fireplace on February 8 or 9, 2025.

  The delivery of the remaining furniture, originally scheduled for February 8, 2025, was unfortunately rescheduled to February 15, 2025, due to circumstances beyond our control. As a gesture of goodwill for this rescheduling, Kane's Furniture LLC agreed to deliver the floor sample fireplace along with the other items. Upon delivery, our team noted and our customer acknowledged a pre-existing chip on the corner of the fireplace from its time on display. Our customer signed for and accepted all delivered merchandise, including the fireplace.

  We understand that additional damage to the fireplace was reported a month later. Our ************* team promptly reviewed this grievance. We sincerely apologize that our initial response to our customer was delayed. Management has since contacted, apologized, and informed our customer that we are happy to pick up the fireplace for a new selection or a refund. We understand our customer has chosen to visit her local store to make a new selection, and we are ready to provide her with our full assistance in finding the perfect replacement.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23113705
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******-*****

  To begin with, when I initially entered the store, my intention was to purchase a new fireplace that I wished to remain unused. Unfortunately, I was informed the day before delivery that my originally selected fireplace had been sold to another customer. Instead, I was offered a unit that had just been unboxed and placed on the showroom floor, which was claimed to be in good condition. However, upon delivery, I found that the fireplace was cracked at the bottom. It had been wrapped in bubble wrap and cellophane, hindering my ability to inspect it thoroughly. When I removed it from the delivery pod, the damage was evident.
  
  Additionally, the remote control was glued to the top of the fireplace, a detail that was not communicated to me previously. I never agreed to pick up a different fireplace from the store, and *** *****, who has been my point of contact regarding this issue, suggested that I come in and pay the difference for a different model. I believe it is unfair to expect me to pay any additional fees given the considerable inconvenience I have experienced.
  
  While I appreciate the $200 discount that was offered, the fireplace remains damaged and the remote is non-functional. I am not seeking a different fireplace; I want the one I originally selected. The alternative model you have is priced significantly higher, and I should not be penalized for your store's oversight in selling my chosen fireplace to someone else after I had already purchased it.
  
  This entire ordeal has been frustrating and I find your customer service lacking in respect and consideration. Typically, customers expect to be treated well, as we are the foundation of your business. It is my hope that you will take my concerns seriously and work towards a resolution that reflects a commitment to exceptional customer service. 

  I just want my fireplace fixed and I also want a new base to my dining room table that is chipped at the end of it. Thats all I want. I dont want the other fireplace. You all have in the store because its not what I wanted. I dont want any of the things youre offering. Can you please fix my fireplace and come and unhook this remote from the top of the fireplace? I dont want the one that you are having in the store. It does not fit my decor that I have in my home when I came in your store and I picked out everything I wanted it was all supposed to be brand new. Thats all I want. If you cant give me that please fix what you brought out to Me the chip on my dining room table that we took out of the box and to fix my fireplace and dont charge me for a set up in my home because you all didnt set up anything.
  

  

  Business Response

  Date: 04/01/2025

  As previously mentioned, our management team reached out to inform our customer that we are happy to arrange for the pickup of the fireplace for either a new selection or a refund. Unfortunately, the fireplace model purchased has been discontinued by the manufacturer, and we no longer have stock available for an even exchange. Additionally, due to the cracked and broken mirrored panels, the fireplace cannot be repaired.

  At the time of our previous communication, our customer expressed interest in selecting a new fireplace. We understand that she is now considering a model at a significantly higher price point and would prefer to avoid paying the price difference. While we are committed to offering competitive pricing and frequent sales to ensure the best value to our customers, we do not engage in price negotiations. We are happy to proceed with the pickup of the fireplace for a refund and we kindly ask that our customer contact us to arrange a pickup date.

  Lastly, a service appointment has been scheduled to inspect the reported chip on the dining table. We are here to assist and look forward to reaching a mutually agreeable resolution.

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the store in February or late January and put down $50 to hold a couch made by ****** Furniture. I was told by employee ****-*** ******** that the item was out of stock but was guaranteed to be back in stock and ready for me the first week of march. I asked if I had to pay it off to keep it reserved and both her and manager working (forgot his name) assured me no. I called on 3/5 to schedule delivery for my couch and was told I was provided incorrect information by manager and sales and that they had sold my reserved couch to someone else. They said it would be 3 weeks until another unit came in. This is unprofessional and leaves us at a newly built house with no couch for multiple weeks as we wait. I need a resolution please

  

  Business Response

  Date: 03/10/2025

  We have reviewed the grievance raised by our customer and sincerely apologize for any dissatisfaction caused. We recognize that clearer communication on our part could have helped prevent any misunderstandings or frustration. After speaking with our customer, a resolution has been reached, and we believe they are now satisfied with the outcome.

  Customer Answer

  Date: 03/11/2025

   
  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

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mattress and frame on 4/14/24 among many pieces of furniture.Kanes facilitated both delivery and assembly. The bed frame failed last night while I was laying in it, and cut my leg. Upon inspection, the screws sheared through the side board, because not all of the screws were screwed in, the load was distributed to fewer screws, which directly caused the failure. Easy to tell, some screws cut a line straight through the board, others have zero contact marks...The installers left a major mess and a tool under the bed, banged up the dresser slightly. I chose to be gracious and overlook those at the time, but clearly that lack of care carried over to the actual assembly of the bed.Sent in a message last night, no response. Have been on the phone for over 42 minutes now waiting for their customer support department to answer the phone.

  

  Business Response

  Date: 02/26/2025

  We have reviewed our customers grievance and sincerely apologize for any dissatisfaction with the products performance.Additionally, we regret the difficulty our customer experienced in reaching our ************************* as our phone systems were encountering technical difficulties at the time.

  Kanes Furniture LLC warrants that all merchandise will be free from defects in workmanship under normal use and conditions for one year from the date of delivery to the original purchaser at the original delivery site.

  The 3-piece king storage bed was delivered on May 24, 2004.Approximately nine months later, our customer reported that a bed rail had broken. A service technician recently inspected the broken rail and confirmed that the damage is covered under the warranty terms. Unfortunately, the break is irreparable, and the bed rails will need to be replaced. The replacement rails are currently being transported to our distribution center, and once they arrive, our customer will be promptly contacted to schedule an exchange delivery date. Additionally, the service technician successfully repaired the imperfections on the dresser that had not been previously reported to our office.

  We apologize for any inconvenience this situation may have caused and truly appreciate our customers patience and understanding as we work to resolve this matter.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a furniture cleaning company under warranty via Kanes Furniture who keeps denying services although all the criteria under warranty are met.

  

  Business Response

  Date: 02/18/2025

  We appreciate our customer bringing this matter to our attention for review.

  To clarify, our customer is referencing the Limited Stain Protection Warranty Plan, which is administered by UV3/Masterguard.Please note that this plan is not a cleaning or maintenance service, an insurance policy, nor is it part of the original manufacturers warranty, as outlined in the terms of the plan.

  The warranty only covers the following:
  Stains caused by food or beverages.
  Human blood, human urine, and human vomit.

  A claim was initially filed with UV3/Masterguard on January 12, 2023, reporting stains from vomit, pet urine, and beverages. A third-party inspection confirmed that both the sofa and loveseat were soiled and showed signs of stain accumulation. As the plan does not cover soiling or accumulation, the claim was denied.

  A second claim was submitted on November 25, 2024,reporting unspecified food stains and baby fluids. Upon review of the claim form and accompanying photos, UV3/Masterguard denied the claim because it did not meet the warranty criteria. Specifically, the stains were reported outside the five-day window required by the plan for reporting incidents. The stains occurred on October 31, 2024, but were not reported until November 25, 2024.Additionally, both pieces of furniture still exhibited significant soiling and stain accumulation, with no corrective actions taken since the denial of the first claim.

  After carefully reviewing the customer submitted documentation,photos, and the third-party inspection report, Kanes Furniture LLC concurs with UV3/************ decision to deny both claims. We strongly recommend that our customer arrange for professional cleaning of both furniture pieces to address the soiling and stain accumulation. This will help ensure that the "Limited Stain Protection Warranty Plan" remains in effect.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NOVEMBER 2024 PAID @775 FOR A ***** THAT HAD TO BE LOOKED AT & REPLACED TWICE DUE TO POOR WORKMANSHIP CAUSING CREEKING SOUNDS ANYTIME YOU SAT ON IT. STORE SENT SOMEONE OUT TWICE & REDELIVERED & PICKED UP TWICE, CAUSING ME TO WASTE MY TIME STAYING HOME FROM WORK TO ACCOMODATE THE *************************** IN HE ENS, THEY OFFERED US TO REPICK OR FULL REFUND. WHEN WE WENT TO REPICK THEY BAIT & SWITCHED US WITH A PRICETAG ON AN ITEM & THE SALES PERSON WAS ONCE AGAIN INCOMPETENT. TRYING TO OVERCHARGE US. WE ENDED UP DECIDING ON A FULL REFUND & BOUGHT AT A DIFFERENT STORE IN THE ***** THEY MADE NO EFFORT TO COMPENSATE FOR THE INCONVENIENCE THEY CAUSED & THE EMPLOYEES WERE ALL INCOMPETENT... THEY EVEN TRIED TO DISREGARD THAT THEY DELIVERED & WANTED US TO RETURN THE ***** BY OUR OWN MEANS. THEIR DELIVERY GUYS DAMAGED OUR ELEVATOR WHEN THEY WERE TOLD NOT TO USE ******* GOT A CALL FROM OUR PROPERTY MANAGER ABOUT IT. WE TIPPED 2 SETS OF DELIVERY GUYS! $40 TOTAL! AND NO CONSIDERATION FOR THIS BY THE MANAGERS AT ALL. A COMPLETELY HORRIBLE EXPERIENCE FROM BEGINNING TO END! OH & THEY ARE ALSO HOLDING MY MONEY HOSTAGE & WILL NOT DREDIT MY CARD UNTIL THEY GET THE ***** BACK & SEVERAL DAYS FOR PROCESSING AFTER THAT! GREAT CUSTOMER SERVICE! NOT!! I WANT RESTITUTION FOR MY DAY OFF FROM ************ PAID TO THE DELIVERY GUYS.

  

  Business Response

  Date: 02/06/2025

  We have reviewed our customer's grievance regarding the sofa purchased and picked up from our distribution center on November *******. We sincerely apologize for any dissatisfaction with the product's performance or the service provided.

  Kanes Furniture LLC guarantees that all merchandise will be free from defects in workmanship under normal use and conditions for one year from the date of delivery to the original purchaser at the original delivery site.

  Approximately two weeks after the sofa was picked up,our customer reported a squeaking noise. A service technician inspected the sofa and confirmed that the frame joints and springs were indeed causing the squeaking. As this was determined to be a manufacturing defect, Kanes promptly scheduled an even exchange for the product and went a step further by providing free delivery, despite our customer initially picking up the sofa. The replacement sofa was placed on back order and was successfully exchanged on December 11, 2024.

  However, on January 17, 2025, our customer reported a similar issue with squeaking. Once again, a service technician inspected the sofa and confirmed the same defect. Given that this was the second occurrence,we offered our customer several options: an even exchange for the identical sofa,the selection of a different product, or a refund. Our customer initially chose to select a different sofa but later opted to return it for a refund. Kane's Furniture LLC collected the sofa from the residence at no extra charge, and our customer has been refunded. No further concessions will be offered. We apologize for any dissatisfaction experienced.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22882466
  
  I am rejecting this response because: The business is lying about the initial delivery. That was set up by their incompetent sales person. We had nothing to do with that. The independent delivery company is who he offered... Second, we picked a new sofa, after returning 2 of the original we picked, based on the price they had showing on it in the showroom. We then decided to take the refund after they told us that the actual price was $200 more than the price shown on the couch & told to us by another incompetent sales person. At that point we were fed up & just wanted out. They came & picked up the couch yesterday & we are now without anything to sit on until our new, new, new one comes from a different store in about a week & a half. We have also not yet received our refund & have had to pay for two couches until their refund comes through their accounting office etc.  I am not happy with their "we're sorry for any inconvenience" statement & want restitution in the form of $40 for delivery person tip replacement & now inconvenience reimbursement for not having a couch for 10 days...
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 02/11/2025

  Our original response did not reference any detail regarding the initial delivery, as the sofa was not delivered by our company to our customer. It was picked up from our distribution center on November 12, 2024. Regardless of whether the consumer themselves or a representative on their behalf such as a hired third party picks up the furniture it is still considered a customer pickup in accordance with our policy.

  As previously communicated, Kanes Furniture LLC guarantees that all merchandise will be free from defects in workmanship under normal use and conditions for one year from the date of delivery to the original purchaser at the original delivery location. In this case, we provided our customer with several resolution options: an even exchange for the identical sofa, the selection of a different product, or a full refund. Our customer chose to return the sofa for a full refund and scheduled the retrieval date. Kanes Furniture LLC collected the sofa from the residence, waiving the $199.99 delivery fee.

  The refund was promptly processed and transmitted to the financial institution the following day. Please note, while we process refunds as quickly as possible, we have no control over how swiftly the financial institution credits the cardholders account. This typically occurs within 72 business hours. As per the terms of our agreement, no additional compensation will be provided. We feel this matter has been adequately addressed.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22882466
  
  I am rejecting this response because: Whatever,  just another example of your poor customer service practices & ratings. No wonder everyone trash talks you on social media.. So glad we chose ****** Furniture to make up for your degective products,  incompetent sales representatives, & poor customer service.... Have a nice day!
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa and love seat 6 months ago and both are broken down. I spoke with ****** about the issue, and they suggested replacing the furniture. When they came out to deliver the replacement furniture, I was told that the replacement furniture too, would break down after about 6 months because the furniture was built poorly. I then asked to be refunded at a prorated amount so that I can replace with better quality furniture. I am now being given the run around that they have to speak with higher *** to get this approved. Meanwhile, I am left with broken down furniture. I am really disappointed at the quality of Kane's furniture and their customer service.

  

  Business Response

  Date: 01/07/2025

  We have reviewed our customers comments regarding the ******************** purchased from our company. Kanes is never happy to learn that a guest is disappointed with the performance of one of our products. Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise will be free from defects in workmanship under normal use and conditions for one year from the date of delivery.

  In August 2024, our customer reported experiencing some loss of resiliency in the seat cushion of their loveseat. A service technician inspected the loveseat and determined that the left-side seat cushion was softening in a typical manner due to regular use. This is the favored side, which shows more noticeable softening compared to the less frequently used cushions. As a gesture of goodwill, we ordered a replacement seat cushion from the manufacturer.

  Unfortunately,an internal error led to the incorrect replacement cushion being ordered for a different loveseat model. To address this mistake, we scheduled a replacement of both the sofa and loveseat for December 20, 2024. Additionally, we clarified with our customer that softening is a natural occurrence with use and is not considered a manufacturing defect.

  On the day of delivery, our customer declined the delivery and requested to explore alternative options. Management has since discussed the situation with our customer, and both parties have reached a *************************** resolution. We believe our customer is now satisfied with the outcome.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought new furniture on 9/18/24, delivered 9/21/24, on 9/29/24 noticed center pillow didn't fit right took pictures and called manager to complain he said bring in center pillow exchange it for floor model, I said ok, did that and now it's worse than ever, company came out, looked at it and ordered new pillows. Went in about **** ago said pillows were ordered 10/19/24, why did they wait because there tec had to come out twice before they decided to order the pillows, they said second week in December now they say not til end of January, this is unacceptable for we can't have company sit on it, why should I wait 4months for a couch!!!! We believe they are stalling us, why does it 4 months to order pillows!!!! We believe they should replace it with one in there warehouse.

  

  Business Response

  Date: 12/17/2024

  We acknowledge our customer's comments and would like to extend our most sincere apologies. We are sorry to hear about the issue being experienced.

  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is free from defects in workmanship under normal use and conditions for one year from the date of delivery.

  Our records show that replacement cushions (3) for the sofa were ordered on October 1, 2024. At that time, it was communicated that the replacement parts could take up to 16 weeks to arrive at our facility.Currently, the cushions remain on back order with the manufacturer, but we anticipate their arrival soon. Once the cushions are available, we will promptly contact our customer to schedule the installation.

  We greatly value the feedback of our consumers and believe this matter is being handled appropriately.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22677059
  
  I am rejecting this response because: we need those pillows now!! We have company coming for Christmas and they can't sit on it,
  In there responce They say they were ordered on Oct 1st, last time we were there manager said they ordered them Oct 19th and said he would expedite it and be here 2nd week of December, now be here till end of January, they never said it would take that long when they ordered them, they said 2nd week of December!! Where are they. If they have it in the warehouse just replace the whole couch or cushions with one if those. It's been 3 months cmon do something, gives you a bad reputation. 
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/19/2024

  As previously communicated, the three replacement cushions for the sofa were ordered on October 1, 2024. We are pleased to inform you that the back ordered cushions have now arrived from the manufacturer. In line with our earlier response, our customer has been promptly notified, and the installation is scheduled for December 20, 2024.

  We apologize for any dissatisfaction this may have caused and appreciate our customer's patience throughout this process.
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather recliner for my husband for Christmas on Dec 1 2023. Order #*******AQ17 Because we are snowbirds delivery was held until be arrived in *******, Jan 20 2024. We left ******* the first week of May and didn't return until mid Oct. Shortly after we returned we noticed blistering on the headrest of the chair. Within a few days the gray rubbery finish began to peel revealing a tan suede like material underneath. This was after less than 4 months of actual use. This was reported to the Sarasota store and a technician was sent to our home. He agreed that the chair was faulty and that the normal procedure was for Kanes to send us a new back for the chair. We have been going back and forth for the last month with Kanes representatives, the last one ******* *******, but they maintain that the problem is not covered by their one year warranty. We have sent photos of the chair back to Ms ******** She claims that the coating is clear and meant to protect the gray leather under it and that discoloring is not covered by warranty (the problem is not discoloring, it's that the "leather" is shredding) . She contends that my husband's hair is at fault for the coating peeling and that my housekeeping is at fault for the underlying material to have a different color. That is not true and is obvious in the pictures.The only Kanes representative to view the chair (the technician) agreed the the back is defective and should be replaced.

  

  Business Response

  Date: 12/04/2024

  We thank our customer for sharing their concerns. We are sorry to hear about the issue with the recliner purchased from us on December 1, 2023, and we truly appreciate the opportunity to address it.

  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is free from defects in workmanship under normal use and conditions for one year from the date of delivery. Our records show that a service technician performed an inspection of the reported damage on November 7, 2024. The technician confirmed that the clear protective layer on the leather headrest is compromised. The damage appears to be consistent with usage rather than a manufacturing defect.

  Leather is a natural material derived from the tanning of animal hide. To maintain its appearance and longevity, it should be cleaned twice a month to remove natural body oils, hair products, and residual medication from the skins pores. When cleaning, excessive rubbing should be avoided, as this can damage the clear protective layer and expose the raw leather to environmental wear. Even in the provided photo, marring is visible on the exposed leather, which is unprotected.

  Although this damage is not covered under warranty,Kanes Furniture LLC reached out to the manufacturer, who, as a gesture of goodwill, has agreed to provide the necessary replacement part at no charge.Once it arrives, Kanes Furniture LLC will contact our consumer to schedule the installation at no additional cost.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a leather couch and got the 5yr extended warranty for the leather. The couch is approx 2.5yr old. About 6 months after buying it Kanes had to replace a section of it for peeling of leather. The couch was put into another room and not used for about a tear an half. After using it again another section of the couch started doing the same thing. We contacted Kanes had a person come look at it and deemed it unfixable. Kanes then said no for a replacement piece but that they still stocked it if we wanted to purchase it. I called there main office and spoke toa ******** Hunting who told me her boss would have to call me the next day. I got no call. I have called 5 times times since and can only get to a voice mail. Leaving messages every time with name and number and why but can not get a response. I want my couch replaced or take it back with full store credit. ***** ******* ************

  

  Business Response

  Date: 11/15/2024

  We have reviewed our consumer complaint regarding the 7-piece sectional purchased with our company in July 2022. 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 on August *******.
  
  As our consumer states while still under warranty, the armless power recliner experienced an issue with the clear protective layer on the leather being damaged.  A replacement part was initially ordered, but ultimately the entire piece was replaced in April 2023.
  
  On October 19, 2024, a year and a half after the replacement piece was delivered, our customer reported a similar issue which, is well outside the one-year warranty period. Nevertheless, a service technician was dispatched to the residence to perform an inspection. He confirmed that the clear protective layer on the leather headrest is comprised.The damage is consistent with usage rather than a manufacturing defect.

  Leather is a natural material derived from the tanning of animal hide. To maintain its appearance and longevity, it should be cleaned twice a month to remove natural body oils, hair products and residual medication from the skins pores. It is recommended to avoid excessive rubbing when cleaning, as this can damage the protective layer and expose the raw leather to wear.
  

  Additionally, the 5 year extended warranty that 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 one-time occurrence)

  Since the one-year warranty has expired, we will reach out to our customer to discuss any available options of further assistance, if applicable.
  
  
  

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22546033
  
  I am rejecting this response because:
  We were told by the sales person that the 5yr warranty covered ANYTHING that happens the the leather.  As we had a couch in the past that did the same thing but had not gotten the warranty. We knew to ask these questions.  This couch had the same problem inside the year warranty from Kanes and just that section was replaced not the entire couch. Kanes knew this couch was susceptible to this damage sold us a warranty that did not cover this but told us it did. Kanes has not reached out to us yet. I have made multiple calls to them left massages with name and number but to no results. 

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

  

  Business Response

  Date: 11/19/2024

  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 current issue being experienced was reported to our office outside the one-year warranty.
  
  In response to our customer's claim that they were told anything that happens to the leather is covered, we unfortunately cannot verify verbal statements. However, we can confirm that the written warranty documentation provided at the time of purchase clearly outlines the coverage details. Unfortunately, the damage in question is not covered under the "Limited Leather Protection Warranty" administered by UV3/***********, nor is it covered under the manufacturer's warranty, which expired in August 2023.
  

  In an effort to assist our customer, we have provided the cost of the replacement part. Should they choose to proceed with the purchase, Kane's Furniture LLC is pleased to offer complimentary one-time installation of the part. Our customer has informed us they need additional time to consider this offer. As the warranty has expired,no further offers will be extended. We value customer feedback and believe this matter has been addressed appropriately.