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

  
• 

  Kanes Furniture

  360 State Road 436 Casselberry, FL 32707-4910

  
• 

  Kane's Furniture

  5045 N Washington Blvd Sarasota, FL 34234-4128

  
• 

  Kane's Furniture

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

  
• 

  Kanes Furniture

  9775 W Colonial Dr Ocoee, FL 34761-3439

  

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:11/05/2024

  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 an expensive couch and within two months both arm rests collapsed. We called them and they sent a technician to come and look at it and he told us it was a defect and they would contact us the next day to tell us how they would fix it. They never called, so we contacted them and they said they would send someone out, they didnt, so we do it and finally the same guy comes out two months later and is confused on why. He said he already told them it was defective and told us to call corporate and they say theyll call us back. It took two months for them to say that it was rules our fault, we must have been jumping up and down on it and they wont honor the warranty. We obviously never even sat on the arm rest because the cushions are so close and much more comfortable. This is a big company trying to save money by not honoring the warranty they offered and not caring if it screws over a small family.

  

  Business Response

  Date: 11/08/2024

  We have reviewed our customers comments regarding the **** purchased with our company. We are sorry to hear that a problem is being experienced.

  Our records show that the sofa, matching chair and a half, and ottoman were delivered on May 4, 2024. On September 2, 2024...four months after delivery...our office was notified that both arms of the sofa had collapsed downward. A service technician promptly inspected the sofa and determined that both arms were broken in several places. Specifically, the arm cards (not the framing) in each arm showed damage caused by excessive force, which is consistent with usage, and not due to a manufacturing defect.

  After the initial inspection, we left a voicemail detailing the findings. Approximately one month later on October 18, 2024, at the customers request, a second service appointment was scheduled. During this visit, the technician reaffirmed the original findings and confirmed that no manufacturing defects were present. More recently, a third inspection was performed by a different technician. His assessment confirmed that the material in both arm cards is damaged due to excessive force, reiterating that the damage resulted from usage, not a defect in workmanship. Additionally, the sofa material shows general soiling and several stains, which are not covered under the warranty.

  In the effort to resolve this matter as a one-time courtesy, we are pleased to offer a repair of the sofa arms to restore them to manufacturer standards. Should our customer wish to proceed with the repair, please contact our ************************ to arrange an appointment.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22512480
  
  I am rejecting this response because:

  There are several outright lies stated in their response: we contacted them two months after buying the furniture, it took them two months after that to come out after we called several times. The technicians that have come out have stated that the arm rest is flimsy and made of cardboard. Mentioning stains on the fabric seems like a snarky diss since this is not about that what so ever and also the couches look fine. We have a two year old so there might be a couple little things, but again, that just felt insulting and personal. They say they are going to fix it but havent called when they said. They promised to call on monday and its now friday. That's the biggest thing, they've constantly promised things and just fail to deliver and its only because of our constant phone calls that they are even pretending to care. Last time i spoke to the manager he accused us of letting our two year jump up and down on the arm rest that caused it to break. I want them to actually do what they say they are going to do, shouldnt be this hard.

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

  

  Business Response

  Date: 11/15/2024

  We appreciate our customer for sharing their opinions with us. We sincerely apologize if the tone of our original response came across as anything less than professional, that was never our intention.

  As previously communicated, we have confirmed that the cardboard material in both arm cards of the sofa was damaged due to excessive force. This damage resulted from usage, rather than a defect in workmanship. As noted, we have offered a one-time courtesy repair to restore the sofa arms to manufacturer standards. We apologize for any confusion regarding who should initiate contact. Kanes Furniture has reached out to our customer, and the courtesy repair has been scheduled for November 21, 2024.

• Initial Complaint

  Date:09/30/2024

  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.

  defact power rocker reclinder bad bad came with no paper work and I just for del buts guys set it up and cleanup up this was extra I think the reason was this was a shwich and bait or a floor model I did biz with kanes for over 10 yrs shame on them even the tech said it had a lot of defec and to call the CEO but the store said there was none this how thay treat a disabled vets and laugh at you and up on you also the tech said he cant fix it I call the *************** store and get hang up on call the CEO office at lest 6 time and hang ***

  

  Business Response

  Date: 10/03/2024

  As previously stated, the triple power rocker recliner was delivered to our customer in its original, unopened factory-sealed box on June 29, 2024. Mr. Michaud chose the “no contact” delivery option, which excludes installation and setup. About two months later, he contacted our offices, asking to return the recliner because he didn’t like it. Our representative explained to him that we do not sell on approval. She further explained that Kane’s 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 option to dispatch a service technician to inspect the recliner for any defects was offered. Unfortunately, at that time our customer turned it down.
  
  Soon after, our customer contacted our office to arrange for the recliner to be inspected. Inspection confirmed the absence of any manufacturing defects in workmanship or craftsmanship. Given that Kane’s Furniture LLC does not sell on approval, we respectfully decline this request.
  

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22355581
  
  I am rejecting this response because:
  
  Sincerely,
  
  Hermel Michaud

• Initial Complaint

  Date:09/30/2024

  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.

  I purchase a living room set, pay for and wait for delivery, they delivery the wrong color , since a week I have been trying to contact them for a exchange. Their phone number is a recorder machine, the store in ******* say that they don't have anything to do with online sale.I receive a email from one employee, but he never replay back to me. This company business practice is horrible, I feel like I have been scammed. Now I want the full refund and they to come a pick up the merchandise.

  

  Business Response

  Date: 10/02/2024

  We have looked into our customer complaint regarding the sofa and loveseat they ordered online from us.We are sorry to hear our customer is disappointed with the color hue.
  

  On September 25, 2024, the sofa and loveseat were delivered to our customer in their original, unopened factory-sealed boxes. She selected the no contact delivery option; therefore, the items were left with our customer in their original packaging. Our customer emailed our offices the next day to let us know that she had received the wrong color. Due to Hurricane ******, our stores were closed, thus our consumer was unable to reach our ******* location. Our management team member requested that our customer send pictures. Given that the purchased sofa and loveseat only come in two color choices: taupe and sea foam. Our customer was reporting that she received grey.
  
  On September 27, 2024, Ms.****** sent us another email, according to our records. Unfortunately, our ************************ was closed due to not having power. When the electricity was restored on the following day, she received a prompt call from a member of the management team. Our customer provided us with one close-up picture, making it difficult to confirm whether the color was incorrect.However, we arranged with our customer for the ******************** to be returned for a refund. Finally, it was confirmed that the furniture was the taupe color, which our customer chose. We believe this matter has been addressed and that our consumer is satisfied.

  
  

• Initial Complaint

  Date:09/20/2024

  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 couch for 775 and an ottoman for 550 (just about the same as the couch). the delivery happened -- when i had a chance to take a good look at the furniture, the ottoman is not right. the top cushion part is sewn on crooked to the base and the seam is completely off. i explained it is not showing up well in pics. the *** accidentally allowed me to hear her talk about having to put her foot down and working in retail. i asked her what about her foot and retail and was immediately put on hold (oops) and none of this was ever explained (obviously talking about me and giving me the run around). the manager came on and i explained the same thing and that i am not talking about the stripes on the material, i am talking about the full cushion itself being on crooked. he also can't understand what i mean when given the analogy - imagine two slices of bread, one on top of the other, and you slightly turn one.. they are no longer aligned and would be crooked (neither one could understand). i paid cash for this, and don't think they care as they already have my money. will not allow me to take back to the store, no inventory, nor the warehouse. if this is not resolved with a new, properly put together ottoman i want all my money back.

  

  Business Response

  Date: 09/24/2024

  We have reviewed our customers complaint and would like to extend our most sincere apologies. Kanes Furniture LLC is never pleased to hear when a customer expresses disappointment with the craftsmanship of our merchandise. We are truly sorry if the ottoman did not meet our customers’ expectations.
  
  Our records indicate that on September 20, 2024, a sofa and ottoman were delivered. At that time, our customer acknowledged having inspected and accepted both pieces of furniture without any damage or flaws and signed the delivery receipt as confirmation of this. Later that same day, our customer reported that the ottoman's top cushion was unevenly stitched to the base.
  
  Kanes Furniture LLC frequently dispatches service technicians to the home to inspect furnishings. Our representative made the offer to arrange for this inspection. However, our customer turned it down. Additionally, our representative asked our customer to provide us pictures of the ottoman; unfortunately, this request was denied as well. Our customer spoke with a member of management who arranged to have a replacement ottoman delivered. It is our understanding that our customer is now satisfied.
  

• Initial Complaint

  Date:09/10/2024

  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 sectional and one of my pieces is failing. I reached out to customer support only to find out that I was one month out of warranty. They are trying to tell me that it is perfectly normal for one out of the six pieces to become saggy and uncomfortable to sit in. I was hoping they would allow for a replacement and I would just get the electric recliner piece instead so I could avoid this potential in the future, but they said they could do nothing. I even offered to purchase a new piece if they could give me a discount and they best they could do was say if they had another 20% off sale they would let me know. It is disappointing when a company doesnt stand by its products. At this point I am asking for them to replace my broken chaise piece with the electric recliner piece at no cost to me. They should honor their products and not say that at 13 months it is normal wear and tear... how is it that only one piece is busted and saggy but the other 5 pieces are fine?

  

  Business Response

  Date: 09/13/2024

  We have reviewed our customers comments regarding the ******************** purchased with our company. 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 August 2024.
  
  As stated by our consumer, in September 2024beyond the one-year warranty perioda problem with a loss of resiliency in the chaise seat cushion was reported to our company. The reported issue is no longer covered under the warranty terms.We tried to be helpful to our customer by providing contact details for a third-party furniture repair expert; nevertheless, our offer was turned down.

  Our customer expressed interest in purchasing a replacement piece at a discounted price. We informed him that we would be happy to alert him when a promotion that offers 20% off a single item is available. As it is the best discount scenario for the purchase of a single item. This offer was also declined.      
  
  As a one-time courtesy, we would be pleased to have a service technician inspect the chaise. Based on the inspection results obtained since the one-year warranty has expired, we will attempt to provide some options for further assistance, if applicable. If our customer finds this offer acceptable, we kindly request that he contact our ************************ to arrange for the inspection. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22260812
  
  I am rejecting this response because:

  I do not want this complaint closed until a resolution is reached. Additionally, I would prefer to not have strange workers come and sit on my couch which would then need to be cleaned. I have never had this type of situation occur when a product was faulty that a manufacturer wanted to use every tool to treat me like a criminal  additionally, I do not want a piece of furniture that gets repaired and then I have to file a new complaint a few days or weeks later. 
  

  I stand by my original request that the piece be replaced with the electric recliner so that we can avoid this problem in the future. I do not want another chaise piece that will have the potential to be faulty. If they deliver a new piece it would be covered by that one year warranty to give me some added protection. 
  

  please let me know if that is an option

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/16/2024

  As previously communicated,the stated issue was initially brought to our attention outside the one-year warranty. We would be pleased to have a service technician inspect the chaise as a one-time courtesy. Based on the inspection results obtained since the one-year warranty has expired, we will attempt to provide some options for further assistance, if applicable.
  
  We are disappointed to hear that our customer is refusing our offered assistance. Should he decide differently, we kindly ask that he contact our ************************ to arrange for the inspection. No further action will be taken. This issue, in our opinion, has been appropriately addressed.
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22260812
  
  I am rejecting this response because:

  I will contact Kanes and have their service technician come to my home, however I have a feeling all that will be done is that they will say they can have a 3rd party person come and look at it. We will see what happens. I do not accept their response but we will see what comes of their "technician" 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/17/2024

  As our customer claims, he did contact our office, and we are pleased that he chose to accept our offer to arrange for a one-time courtesy inspection. The service inspection is scheduled to be performed on September 27, 2024. Again, based on the inspection results obtained since the one-year warranty has expired, we will attempt to provide some options for further assistance, if applicable.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22260812
  
  I am rejecting this response because:

  After I scheduled time with Kanes for 9/27 to insure that I had proper planning in place for a tech, one showed up at my door today 9/18/24. This is very disrespectful of not just my time but also the technicians time. I am very frustrated by all of this and I am not sure why instead of having some empathy for a customer and replacing a piece that probably costs ****** less than $100 they are fighting so hard to prove me wrong and that their couch is infallible. I have again emailed their customer support team to reconfirm the time and date of the next technician arriving and I have also offered them to replace the piece and not have the hassle of a continued disagreement. Hopefully we get some resolution soon as I would like to use my full couch as it was intended. 

  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22260812
  
  I am rejecting this response because: After I scheduled time with Kanes for 9/27 to insure that I had proper planning in place for a tech, one showed up at my door today 9/18/24. This is very disrespectful of not just my time but also the technicians time. I am very frustrated by all of this and I am not sure why instead of having some empathy for a customer and replacing a piece that probably costs ****** less than $100 they are fighting so hard to prove me wrong and that their couch is infallible. I have again emailed their customer support team to reconfirm the time and date of the next technician arriving and I have also offered them to replace the piece and not have the hassle of a continued disagreement. Hopefully we get some resolution soon as I would like to use my full couch as it was intended. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/30/2024

  As our customer states, a service technician did go to the home on September 18, 2024, as this was the original service appointment scheduled with our customer. Unfortunately, last minute he requested to change the service appointment date to September *******. Although the adjustment was made in our system, it wasnt systematically transmitted to the service technician in time. Regardless, the service technician was turned away when he arrived at the door. We apologize for the technical issue.  
  
  A one-time courtesy inspection was conducted on September 27, 2024. The service technician confirmed that the filling in the back cushion of the chaise had compressed due to normal usage. As a gesture of goodwill, the service technician added more filling to the back cushion. Our customer acknowledged that he was satisfied with the service performed by signing his work order. We believe that this matter has been suitably handled.
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22260812
  
  I am rejecting this response because:
  
  

  to clarify the inaccurate statements made in the response from Kanes. My service appointment was always scheduled for the later date. They even admitted this error in my emails with them. 
  

  their service tech noted the poor quality of the piece and said they dont make furniture like they used to. Additionally, to do the repair he ripped out a significant amount of staples and stitching to access the padding. When he resealed it, it was not done with the same care as it was originally done and I fear the staples he added will come out and loosen over time. As he removed staples with pliers and other tools I could hear the wood frame splinter and crack which also weakens the integrity of the piece. 
  

  I conveyed that I was not satisfied with the repair as now my sectional looks lumpy and misshapen. 
  

  all Kanes has done during this process is lie and try to avoid responsibility. They clearly have no intention of supporting their customers and I find their lack of service appalling. 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/02/2024

  As previously mentioned, our service technician verified that normal use had caused the filling in the chaises back cushion to compress. As with all upholstered furniture, its normal for filling compression to occur over time with use. This would not be covered by warranty if the warranty had not already expired and is not deemed defective by the manufacturer.
  
  Kanes Furniture LLC committed that we would try to provide an offer of assistance if applicable. Our technician advised *** ****, who was present during the service appointment, that he could add more filler to refill the compressed chaise back cushion. *** **** accepted the offer, so additional Dacron was added at no cost to our customer.
  
  Contrary to what our customer says, the service technician report does not and would not contain information suggesting that the furniture is of poor quality. Kanes Furniture LLC takes pride in providing our customers with quality ******************** at competitive pricing,in addition to exceptional customer service.
  
  It was in fact necessary to remove a few of the original manufacturing line staples in order to properly open the chaise back cushion and refill it with Dacron. The sound that our customer described is the sound that staples make as they are being extracted from wood. Throughout this process, the wood frame remained intact and undamaged. Once more, our customer signed the technicians work order,indicating that he was satisfied with the service performed after the Dacron was added. We believe that this issue has been appropriately resolved, and no further service will be extended. 

• Initial Complaint

  Date:08/28/2024

  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.

  payed for power rocker riciner that when drop off and set it up it had no paper work the bag was not sealed just tape no tags on the rocker sat in for 4 weeks called them 4 times that the rocker seat colllaps you can feel the wood frame the backrest is not sopptive and level the airbags not good its hurts like getting by a foot ball this had to be a return or store model this junk this a defact they said a tec out I said send him and I want a refund if this rocker need fixing after paying ******** than it junk this lady not honsest

  

  Business Response

  Date: 09/04/2024

  We have reviewed our customers grievance concerning the rocker recliner purchased from us in June 2024. We are sorry to hear of our customers dissatisfaction.
  
  The triple power rocker recliner was delivered to our customer in its original, unopened ***************************** box on June 29, 2024. He chose the no contact delivery option, which excludes installation and setup. About two months later, our customer contacted our offices, asking to return the recliner because he didnt like it. Our representative explained to him that we do not sell on approval. She further explained that 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 option to dispatch a service technician to inspect the recliner for any defects was offered. Unfortunately, our customer turned it down.
  
  Later on that day, ***************** contacted our offices once more. He informed the representative that the recliner seat felt like it had collapsed, the wood in the backrest could be felt, and that the airbags didnt feel level. Again, the offer to dispatch a service technician to inspect the recliner was offered. Again, the offer was turned down by our customer.
  
  ****************** has recently been in touch with our offices once more and has scheduled a service appointment for this week. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22208436
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2024

  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.

  May 2021 I purchased an i-comfort queen mattress from Kanes in ***********The sales *** was the same person who assisted my mom a few weeks prior. My mom said her mattress was comfortable and I decided to purchase the same. We asked the sales *** if the mattress has to be flipped and he said no. Three years later both of our mattress have indents. Serra has a 10 year warranty.A *** came to our home on Aug 24 to take measurements. He said the mattress must be rotated every 2 months. The sales *** never told us this. While we are waiting for a resolution from Kanes, we want to make you aware of their sales practices and file our remedy.There is no way would we have purchased a mattress that needs to be flipped or rotated. Im petite 52 and 130 pounds. My mom has a disability. We are not capable of moving a mattress.Were asking for 2 new firm queen mattress of quality that do not require movement.************************* ************

  

  Business Response

  Date: 08/29/2024

  We have reviewed our customers complaint regarding the queen-size mattresses purchased from our company in May 2021. We are sorry to hear that a problem is being experienced. 
  
  Kanes Furniture LLC offers no bedding warranty greater than what is offered by the manufacturer. Both mattresses were inspected by a service technician, who confirmed that both mattresses have normal body impressions that are less than 1-1/2 inches. An impression must be deeper than 1-1/2 inches to be considered defective under the manufacturer's warranty.
  
  With reference to rotating or flipping mattresses. Our customer purchased two hybrid mattresses, both of which, are one-sided and not meant to be flipped. To ensure mattresses break in appropriately on both sides, Kanes Furniture LLC and Serta recommend rotating the mattress from end-to-end at least once every six months. This promotes the best possible even wear, longevity, and comfort. Since the mattresses have not been rotated its completely normal for the mattresses to be softer on one side compared to the other. Nevertheless, the warranty does not cover softening of the mattress over time from regular use or normal body impressions less than 1-1/2 inches.
  
  At this time, no further action will be taken on the mattresses. 
  

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22192583
  
  I am rejecting this response because:
  We were never told to rotate the mattresses and would have never purchased. A petite woman and one person with a disability are not capable of doing this.

  The salesperson was ineffective in communicating all we needed to know.

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

  

  Business Response

  Date: 09/03/2024

  Unfortunately, spoken conversation cannot be validated. However, we can confirm that Serta includes a mattress warranty information card with every mattress, which details the warranty as well as the dos and donts of bedding care. Once more, it is recommended to rotate the mattress to ensure optimal even wear, longevity, and comfort.Both mattresses were inspected and confirmed to have normal body impressions that are less than 1-1/2 inches. According to the manufacturer's warranty, an impression cannot be deemed defective until it is deeper than 1-1/2 inches. No further action will be taken on the mattresses at this time.
  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22192583
  
  I am rejecting this response. It appears legal

  action on my part is needed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2024

  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.

  Originally ordered two rocker recliners on 12/20/23. Both chairs found to be defective. Ended up having to order two different style chairs in a color we didn't want in a fabric we didn't want and in a color we didn't want because they stated they had to be in the same price range. Different chairs were delivered the 13th of February. Contacted ****** again regarding the problems with the new chair about three weeks ago. New chairs are losing the stuffing in the backs and on the one chair the material is pilling up like a used sweater and creaks when you rock. They sent out their service *** on 7/30. Stated he saw the problem with the stuffing and stated the one chair needed new rockers. ****** is now stating these chairs are NOT defective and the pilling on the one chair is from sitting on it and normal wear. We were told to go buy a sweater ****** for the chair. Ridiculous! I guess you aren't supposed to sit on chairs you buy from them. We ended up taking these chairs that we DIDN'T WANT in a fabric we DIDN'T WANT in a brown color WE DIDN'T WANT because they wouldn't give us our money back and they were the only option in the store. Now here we are with two more defective chairs that they refuse to stand behind. Corporate has been less than helpful. I've spoken with them and they were to call me back 10 days ago and still no response from them. We are retired people. Money and quality are important to us. We've bought Laz-e-boy furniture our entire lives and still have chairs that are 30 years old with still no issues. These are the first Laz-e-boy chairs we've ever had an issue with and both sets were bought at ******. All we want are decent chairs that we can actually sit on and not worry about them breaking down in a couple of months time. Rockers bad, stuffing bad, fabric bad. If the fabric had a pilling problem is should never have been put on these types of chairs.

  

  Business Response

  Date: 08/16/2024

  We have reviewed our customers grievance regarding the rocker recliners purchased with our company in January 2024. We are sorry to hear of our customers dissatisfaction.
  
  The two original swivel rocker recliners that were delivered on December 26, 2023, as stated by our customer, were found to have repairable imperfections in the workmanship. Our customer requested to select something different as an alternative to repair. The request was approved as the recliners had only been in the home for a very short period of time.
  
  Our customer selected different rocker recliners covered in polyester on January 13, 2024.After being placed on backorder, the recliners were delivered to the residence on February 13, 2024. Six months later, our customer reported to our office that the fabric was pilling and one of the recliners was squeaking. Both recliners were inspected by a service technician. It was verified that the filling in one chair has begun to soften as it should with normal usage. The other chair has pilling and a squeaky rocker spring. 
  

  Short fibers, such as those found in cotton, nylon, and polyester, are typically more susceptible to pilling than long fibers. These fabrics contain a greater number of little ends that can tangle and form pills when the material is rubbed, which is recognized as friction. Pilling is a common occurrence with use and is not considered to be a defect under the warranty terms. ******** has created an informational video specific to pilling, which can be viewed at *******************************************.
  
  In regard to the squeaky rocker spring, it is covered under the warranty terms. After speaking with our customer, management informed them that a replacement spring would be ordered.Regretfully, our customer has declined our offer of repair. Should our customer decide otherwise, we will gladly proceed with ordering the replacement part.
  We believe this matter has been addressed appropriately.

  
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22134434
  
  I am rejecting this response because: their response was incorrect.  The original rockers were both deemed unfixable by THERE service tech and we were told we could either order two new chairs of the same type or take the style they had on the floor.  There was no other option.  They refused to return our money.  Stating that chairs that are less than 5 months should need replacement rocker parts and that the material pilling is from natural wearing is ridiculous.  Having the stuffing in the backs of the chairs already coming apart isn't "Normal" wear and tare.  Saying that doesn't make it so!   We could understand that response if these chairs were a year to two old or if my husband and myself were large people but we are not.  Telling us NOT to sit on the chairs was the response we got from their store person!  Telling us to buy a sweater ****** and "FIX" the chairs ourselves.  I also DIDN'T tell them NOT to order the new rockers.  We were told us when I phoned them that the order for the rocker was already sent in.  Another lie.  I told them to go ahead but I wanted a new chair and I would be pursuing that since both these chairs are substandard at best.

  As far as we are concerned, ****** not only owes us new chairs, they owe us an apology for lying about this whole scenario..
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/23/2024

  As previously stated, the two original swivel rocker recliners that were delivered on December 26, 2023, were found to have repairable imperfections in the workmanship. Under the warranty terms, remedy consists of repair or replacement (even exchange). Our customer asked and was provided the option to choose something different. Kanes Furniture LLC offers a selection of recliners manufactured in a variety of styles, colors, and coverings. Rather than staying with the original beige color, our customer chose rocker recliners in a taupe color covered in 100%polyester.
  
  After inspection, neither recliner has any manufacturing flaws, with the exception of a squeaky rocker spring. It was verified that the stuffing in one chair has begun to soften.Softening is expected with usage and is not considered a manufacturing defect.The pilling on the other chair is a common occurrence with use and is also not considered defective under the warranty terms. ******** has created an informational video specific to pilling, which can be viewed at *******************************************. To remove any pilling, the manufacturer recommends using a sweater ******.
  
  Our customer was contacted by management, who then advised them that new springs would be ordered.Unfortunately, no order was placed since our customer turned down our offer to correct the issue. Since our customer has decided otherwise, the replacement parts have been ordered. As soon as they arrive, our customer will be contacted to arrange for installation. This issue, in our opinion, has been appropriately addressed.
  

• Initial Complaint

  Date:08/12/2024

  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.

  I purchase a bedroom set on May 24, 2924 the salesman originally told me they will have at the end of July, after waiting for 2 months I went to the store and they told me it will be in August 1st week. So I said ok. Then the salesman, *****, said they can deliver the dresser and mirror and 2 nigh stands on July 31, that they had that in stack. July 31st they deliver a mattress I had also purchased June 21, since my bed was still in back order, till September , they let me borrow a bed frame for my mattress. So. When the deliver came to my house, they only had the mattress and 2 night stands. So I turned the night stands and requested my money back. Today still haven't got my refund. They came and picked up their frame first and they are taking their time with my refund of $3,143.85 Order # *******TZ58 Can you help me with this complaint?Can you please

  

  Business Response

  Date: 08/13/2024

  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.
  
  As our customer states she purchased multiple pieces of furniture,some of which were backordered. The estimated arrival date into our facility was for the latter part of July 2024. Backorder arrival dates are subject to change due to delays in the manufacturing and shipping of goods. Unfortunately, the anticipated shipments were extended by the manufacturer for reasons beyond our control.
  
  Our customer decided to wait for the remaining backordered items while setting up delivery of the items that were already in stock. A queen mattress set was delivered on July 31, 2024.However, on that same day, our customer declined to accept delivery of the two nightstands. She then requested to have the bedroom furniture purchase canceled for a refund on August 5, 2024. Refund processing does take 7-10 banking days.Our records show that the refund was processed to **** as of August 9, 2024.Again, we apologize for any dissatisfaction this may have caused.
  

• Initial Complaint

  Date:08/07/2024

  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.

  Wwnt there and bough some stuff i got the delivery yesterday tuesday 6 of august. The order was incomplete. Becuase some pieceswas on back order. When i check one of the pieces missing i asked tge delivery guy and he didnthave a idea.. i called the furniture place afeter trying to get a explication they hangup the phone o put in hold for long time. Never answered. They promise me a package of all set for a price now want me pay for one of the piecesby seprate. I just want pick everythingback they said cant not be .possible. with witnesses there they offer me all set. Now they said the sales guy know he cant do that. They lied to me.

  

  Business Response

  Date: 08/09/2024

  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.
  
  As our customer states he purchased multiple pieces of furniture, some of which are backordered. He decided to wait for the backordered items while setting up delivery of the items that were already in stock. After talking with our customer, we learned there was a misunderstanding about a five-drawer chest. Although this item is sold separately,our customer thought it came as part of a package set. Our customer has spoken with management and the two parties have come to an agreement. We believe this matter has been addressed, and our customer is now satisfied.