ComplaintsforBaer's Furniture Co., Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I guess after the sale and with a service contract they don't give a hoot. Purchased a dresser and had an issue with a handle right after delivery. Called the store and that's where this establishment failed very fast. We have been waiting four months with zero communication, buyer beware. Anybody can sell goods but if you can't service what's wrong with a service contract then you're useless. Big smiles with no back up after the sale. Shame on them.

  Business response

  05/28/2024

  OUR RECORDS INDICATE THAT MR. ********* HAS A SERVICE APPOINTMENT SCHEDULED FOR JUNE 10, 2024 TO RESOLVE THESE ISSUES.

   

  THANK YOU

  Customer response

  05/28/2024

   
  Complaint: 21767704
  
  I am rejecting this response because:
  The technician was scheduled once before at a window of time that I was able to leave work. He texted if I could be there 2-3 hours earlier and I was still working. His reply in an unprofessional way was he cant hang around to my scheduled appointment because he doesnt like traffic .  Its been impossible to get an answer and even though they came up with this new date the issue is still open and not trusting what I heard.  As I said even with the purchase of a costly service contract and furniture under 6 months they dont give a hoot once sold. 
  Sincerely,
  
  ***************************

  Customer response

  06/11/2024

  After 4 months and finally resorting to BBB this service company showed up and replaced to our satisfaction.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 6-piece Natuzzi sectional on February 16, 2024, and received some of the pieces with defects: The right corner recliner has a severe quality issue, it is noticeably hard and uncomfortable, unlike the other 5 pieces, and the armless sectional piece shows signs of wear and tear, the leather texture differs from the other pieces, it bears a stain, it is worn out and wrinkle like the get with time, it came without the cables.When we reported to them they said: those issues are from the handling from the shipper or poor installation. Which is untrue, negligent and disrespectful, when they know those are unmistakable quality issues that can not be attributed to the shipping process or any mishandling during installation.That response shows dishonesty and lack of service.We deserve to get the furniture we paid for, in perfectly good conditions, or received our money back.

  Business response

  05/15/2024

  THIS FURNITURE WAS PURCHASED IN OUR DANIA STORE AND DELIVERED IN BOXES TO  A FREIGHT FORWARDER IN *****. THE DESTINATION WAS ***************************

   

  I AM GATHERING INFORMATION AND WILL RESPOND AS SOON AS I CAN

   

   

  THANK YOU

  Business response

  05/15/2024

   

  BELOW IS BAER'S RESPONSE TO THIS COMPLAINT

  Thank you for reaching out. Our team ensured that your items were delivered brand new to your international shipper. The pieces of furniture were improperly set up. We're able to offer you brand new merchandise at cost. 

   

  THANK YOU

  Business response

  05/15/2024

  BELOW IS BAER'S RESPONSE TO THIS COMPLAINT

  Thank you for reaching out. Our team ensured that your items were delivered brand new to your international shipper. The pieces of furniture were improperly set up. We're able to offer you brand new merchandise at cost. 

   

  THANK YOU

  Customer response

  05/15/2024

   
  Complaint: 21645436
  
  I am rejecting this response because:
  They have not been honest with us. We received the furniture with defects that were not caused by shipping or installation. Consequently, I expect and it is my right as a costumer, a replacement or a refund. Their response has been irresponsible and dishonest. I refuse to let this claim go unresolved. I will do whatever it takes because I feel cheated and taken advantage of.

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

  Business response

  06/07/2024

  BAER'S FURNITURE STANDS BY OUR PREVIOUS RESPONSE

   

  OUR TEAM ENSURED THAT YOUR ITEMS WERE DELIVERED BRAND NEW TO YOUR SHIPPER.  THE PIECES OF FURNITURE WERE IMPROPERLY SET UP. WE ARE ABLE TO OFFER YOU BRAND NEW MERCHANDISE AT COST.

   

  THANK YOU

   

  .

  Customer response

  06/07/2024

   
  Complaint: 21645436
  
  I am rejecting this response because:
  The know very well furniture was sent damaged, with a stain, with mising cables, etc... and that there is no way that was an improper installation.  I'm Very disappointed with the quality and customer service. The ******************** has serious quality issues. The main issue: 6 piece Natuzzi sectional, one piece  is so hard and uncomfortable, you can not sit on it. They do not take responsibility when this is clearly a quality matter, where is the guaranty? the said this happen during shipping and installation, for god sake!! Everything came perfectly wrapped in plastic, boxed and sealed.
  The other issue is, another piece came with a stain and signs of wear and tear. Again, How in the world this could have happen during shipping and installation? There is no way.
  I feel frustrated, scammed and taken by a fool.They are being irresponsible and dishonest. Please advise if I should pursue legal actions. As they can not continue to do this to other people.  

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a bed and a nightstand from Baers Furniture. Baers' delivery personnel delivered and assembled the bed with poor incompetent, inadequate material, and missing material causing damage to our bed. We had to purchase materials at ********** in order to repair the damage their incompetent personnel had caused.

  Customer response

  04/27/2024

  I have attempted to resolve the issue with an associate Singgh with no resolve, then I attempted by speaking with the store manager who requested I send him photos of the damages. I attempted to contacted the store manager by email twice who has yet responded or totally ignored me.

  Business response

  05/07/2024

  ****************** PURCHASED A QUEEN SIZE BED AND NIGHT STAND FROM OUR *************** LOCATION IN NOVEMBER  OF 2023. THEY WERE DELIVERED ON NOVEMBER 14 AND SIGNED FOR AS BEING COMPLETE WITH NO SERVICE NECESSARY. I HAVE LOOKED ON HIS ACCOUNT AND THERE IS NO RECORD OF HIM EVER CALLING CUSTOMER RELATIONS TO OPEN A SERVICE.

  I SEE WHERE HE SAID HE CONTACTED THE STORE, I AM GOING TO CALL THEM TO SEE IF THEY HAVE ANY INFORMATION AND WILL THEN CALL THE CUSTOMER

   

  THANK YOU

  Business response

  05/15/2024

  A CREDIT OF $180.00 WAS GIVEN TO ****************** THE BEGINNING OF MAY AS A REIMBURSEMENT FOR REPAIRS HE MADE.

   

  THANK YOU

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a king *** and a Kingsdown 8000 mattress on 2/12/24. Delivery was made 2/28/24. We noticed a ridge down the center of the ***, and it sloped down on both sides. We have since learned that this can be caused in shipping. We slept in the *** one night and found that one side was internally damaged, causing misalignment of the spine. The result was severe back, hip and leg pain. It was not possible to sleep on it again. We took pictures with a 6' level across the mattress showing the depressions on both sides. We spoke to WPB store manager, *************************************, provided him with pictures and said the mattress was defective. He said Baer's Comfort Exchange required we keep the mattress 30 days before we could return it, even though we could not sleep on it. He promised to forward the pics to Kingsdown and we would hear within a few days. Nothing. Salesperson, *************************** has been helpful but has no authority. After several visits to the store we were told an inspector would need to come to the house which took another 10 days. ************************* inspected the mattress and found the ridge line in the center and the sags on either side and stated "all king and queen ********** have this condition.". We said maybe after a few years but not new--It is defective. He said we would hear from Baers in three days. A week later--Nothing. Today we asked ***** for help and she suggested we speak to *******************, an owner. He was cavalier and rude! He said, "There is nothing wrong with the mattress in your home." Wait 30 days. He owns the store, he could speed up the process, he could take it back and give us a refund or a store credit NOW. They advertise a 3-day return and a 30-day Comfort Guarantee. Would you think that means you have to be UNcomfortable for a month before they will take back a defective mattress? In fact, if they would take it back, we would owe him another $1000+ for the exchange. Why would a business purposely disappoint customers?

  Business response

  03/22/2024

  ****************** PURCHASED A KINGSDOWN MATTRESS SET FROM BAER'S FURNITURE ON FEB. 11, 2024, AND IT WAS DELIVERED. AFTER ONLY SLEEPING ON IT FOR ONE NIGHT THEY WERE UNHAPPY AND WANTED TO RESELECT. KINGSDOWN HAS A COMFORT POLICY WHERE THE CUSTOMER MUST KEEP THE MATTRESS FOR 30 DAYS AND THEN CAN TAKE ADVANTAGE OF A ONE TIME "COMFORT EXCHANGE". ****************** DIDNOT WANT TO WAIT.

  A INSPECTION WAS DONE BY KINGSDOWN AND NO DEFECT WAS FOUND. A COMFORT REPLACEMENT HAS BEEN AUTHORIZED EARLY AS A COURTESY.

   

  ****************** WILL BE NOTIFIED BY THE *************** STORE WHERE SHE SURCHASED IT.

   

  THANK YOU

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a matching ******* reclining sofa and loveseat from Baers Furniture in ***************. The color did not match and after 7 attempts to deliver a matching set I gave up and accepted a small discount. The footrest on the sofa has had a problem since purchasing and the company has sent a tech twice to fix it but they were unable to do so. It is almost two years and I now want a replacement set or a refund. They have done everything they can to delay helping me. They have lied, they have denied and Im now seeking closure

  Business response

  03/21/2024

  I HAVE SPOKEN TRO *************** AND AM WORKING WITH HER TO RESOLVE THIS ISSUE

   

   

  THANK YOU

  Customer response

  03/30/2024

   
  Complaint: 21394859
  
  I am rejecting this response because:  Although I have been contacted by the business and assurances have been made I still have the same bad furniture.  i want replacement furniture or complete refund to consider the matter closed.

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

  Business response

  04/10/2024

  ************** WILL BE RECEIVING A EXCHANGE OF HER FURNITURE 

   

   

  THANK YOU

  Customer response

  04/19/2024

   
  Complaint: 21394859
  
  I am rejecting this response because: they have scheduled delivery of new furniture but until it is delivered and it is the correct pieces I would like to keep this open.
  
  Sincerely,
  
  *********************

  Customer response

  04/25/2024

  The original complaint had information that is not included in this file.   The purchase date was 04-11-2022, over two years ago.  The purchase was two pieces of leather Natuzzi furniture, a sofa and a loveseat both with reclining chairs.  Purchase price was $5882.00 and was paid via credit card.  Another copy of the slip is provided in this email.  
  Baers made the 8th attempt today, April 25 2024, to deliver the proper furniture and FAILED again because the colors of the two pieces did not match.

  Pleas let me know why this complaint was closed because I need to keep it open. It has been over two years and I still have the original bad furniture. It is not just the color issue but construction and other issues that have not been resolved.

  My phone is #************ and the complaint # is ********.  
  Thank you.

  Customer response

  04/25/2024

  The original complaint had information that is not included in this file.   The purchase date was 04-11-2022, over two years ago.  The purchase was two pieces of leather Natuzzi furniture, a sofa and a loveseat both with reclining chairs.  Purchase price was $5882.00 and was paid via credit card.  Another copy of the slip is provided in this email.  
  Baers made the 8th attempt today, April 25 2024, to deliver the proper furniture and FAILED again because the colors of the two pieces did not match.

  Pleas let me know why this complaint was closed because I need to keep it open. It has been over two years and I still have the original bad furniture. It is not just the color issue but construction and other issues that have not been resolved.

  My phone is #************ and the complaint # is ********.  
  Thank you.

  Business response

  05/07/2024

  MY RECORDS INDICATE A NEW DELIVERY IS SCHEDULED FOR 4/9/24. I WILL LOOK AT THIS AGSAIN AFTER THAT DATE

   

  REGARDS

  Customer response

  05/11/2024

   
  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.
  After 8 deliveries they finally sent a matching set and ******** was the only person that helped me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally purchased a recliner sofa in June 2022 for about $1800. I had to have it replaced because after 2 visits from the repair technician the recliner still did not work. I noted to Baer's in December 2022 prior to the first replacement that the armrest had collapsed as well. The process took months. On May 31 2023, I contacted Baer's again and advised that I had the same problem with the arm rests on the replacement sofa--they had collapsed and were concave, and you could feel the hard frame. I told them I wanted a different sofa as a replacement or my money refunded. **************** told me to talk to the local store, which I did. The local store sent me back to customer service. This went on for weeks. They finally sent another repair tech who told me it was a manufacturing defect and COULD NOT be repaired. Baer's offered store credit. When I came in to the store to look for a replacement, similar sofas they showed me cost at least $1000 more than I had paid originally. Some were more than double the price. I was not prepared to spend another $1000+.When I asked for my money back, they tried to offer me a deal on spending more for another sofa. My e-mails asking for a refund were dodged or ignored for weeks. Months later they told me they would take the sofa from my house and repair it in their shop, but when I asked if they would promise to keep my sofa for no more than a week they would not give me any assurance that they would not keep both my sofa and my money. I questioned how they could now repair when their own technician said it could not be repaired. They didn't explain that. I asked for a refund again and they ignored me. Finally they stopped responding to my e-mails in December of 2023 and will not give me any resolution to this matter. This is a defective sofa and I came to them during the warranty period. All I want is my money refunded. Attached are e-mails. I also had numerous phone calls with both customer service and the local store.

  Business response

  03/18/2024

  I AM ASKING FOR EXTRA TIME TO REWSPOND TPO TGHIS COMPLAINT PLEASE

   

   

  THANK YOU

  Business response

  04/01/2024

  AFTER LOOKING OVER THIS COMPLAINT BAER'S FURNITURE WILL REPLACE THE SOFA.  WE DO NOT GIVE REFUNDS  ON ANY DELIVERED MERCHANDISE.

  I HAVE ENTERED THE PAPERWORK IN THE COMPUTER FOR THAT EXCHANGE AND HAVE CALLED ******************** AND LEFT A MESSAGE.

  THIS NEVER SAHOULD HAVE TAKEN THIS LONG TO RESOLVE.

   

  THANK YOU

  Customer response

  04/01/2024

   
  Complaint: 21386474
  
  I am rejecting this response because:
  

  The offer to replace the sofa has already been made and addressed previously.  As I started in my original complaint, and as is well documented in the e-mails between myself and the Baer's representatives (as already submitted), they replaced the original item once with an identical sofa.  The second sofa had the same problem with the arm rests, which Baer's repair technician told me was a manufacturer's defect that could not be fixed.  Baer's then offered me store credit to buy a new sofa.  However, when I went to the store in good faith intending to get a new sofa, the only comparable sofas they offered me were $1,000 or more more than I paid originally.  Some were double the price of the original item.  In other words, Baers sold me a defective sofa, then wanted me to come in and spend at least another $1000 MORE at the store on another sofa.  It is unreasonable to offer me store credit if I then have to spend more than $1000 for another item on top of what I already paid them for the original sofa.  This is particularly problematic where the problem is not that I had a change of heart about the sofa--it was a defective item that I have already tried to have replaced and repaired multiple times now.  To say that they don't give refunds but they also won't replace the sofa for anywhere near what I paid is honestly shocking to me.  

  It is also worth noting the reason this has gone on so long is because Baer's repeatedly ignored my e-mails and phone calls as I tried to get a resolution.  The main customer service agent told me to talk to the store where I bought it, then when I called the store, they told me to talk to the customer service department.  ******* wanted to help me, and I spent MONTHS going in circles with no one answering e-mails or returning phone calls unless I e-mailed or called multiple times.  I have been patient and reasonable in trying to resolve this and they've treated a very long time customer extremely poorly.  It is a shame because I always considered Baer's to be a store of quality and customer service, and they've shown me neither of these.  

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

  Business response

  04/15/2024

  BAER'S FURNITURE WILL PICVK UP THE **** AND REFUND ******************** CONSIDERING THE NUMBER OF TIMES WE HAVE ATTEMPTED TO CORRECT THE ISSUES.

   

  I HAVE CALLED ******************** AND LEFT A MESSAGE FOR HER TO RETURN MY CALL

   

  THANK YOU

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I procured some furniture pieces from the *************** store. 3 of those pieces were a final sale as they were floor items, subject to a Final Sale. 2 other cocktail sets were routine items held in their warehouse. At the time of the transaction, I was required to sign massive amounts of paperwork, similar to a mortgage agreement, whereby, no one would ever read all of the fine print. At the time of the sales transaction, I was focused on the final sale of the upholstered items. What I did NOT realize was I was signing documentation stating I only had 72 hours to receive my money back if I changed my mind on the other items. Delivery was around 10 days out whereby I couldn't know if those items would work in my home w/in their designated timeline. When the delivery happened, I quickly realized they would not work due to the size of both in separate spaces. When I attempted a return, that was when I learned of their policy on "In Store Credit." I had already perused their store, found their prices extremely expensive and knew there wouldn't be anything I would want going forward. I made every attempt to rectify the situation with the *** Several attempts made and this person was out of the office, etc. Finally I was again told, an In store credit would happen. I was v. unhappy. I contacted my credit card company to dispute the charge which I disputed $1531.48 of the 6500 charge, the *** of the 2 cocktail table sets. I spoke with a different person who would resolve it if I agreed to pay $100/ each for a pick up fee, which I agreed to. They wouldn't agree to me dropping them off at their FM store stating they had to be returned to the warehouse. I told them I would be disputing the charge. After signing new docs regarding new fees, I believed they would credit me back as I was told. 2 weeks later, no refund. I contacted the store and learned they had to work w/my bank regarding the entire *** and would be waiting. There is no reason they couldn't credit me back. Terrible!!!

  Business response

  03/18/2024

  A REFUND WAS ISSUED TO **************** ON 3/6/24 FOR $1331.47.

   

  THANK YOU

  Customer response

  03/18/2024

  I understand Baer's Furniture has issued me a credit of $1331.47 which took them nearly 2 months to resolve.  I was very dissatisfied that they made me return to their store to sign additional documentation for pick up to the tune of 2 - $100 charges, one charge for each item picked up.  That was merely another way for them to procure additional  money from me when there was only ONE truck assigned to the pick up.  ************ should have a reduced BBB designation as this process was an absolute nightmare for me and I even left a voicemail to *******************, one of the owner's family senior management, for a return call, whereby his voicemail message stated he would return calls within 48 hours and he never called me back at all.  This was horrible customer service and I ask you to reduce their designation for extremely poor customer service.

  Thank you.

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

  Customer response

  03/18/2024

   
  Complaint: 21384990
  
  

  I understand Baer's Furniture has issued me a credit of $1331.47 which took them nearly 2 months to resolve.  I was very dissatisfied that they made me return to their store to sign additional documentation for pick up to the tune of 2 - $100 charges, one charge for each item picked up.  That was merely another way for them to procure additional  money from me when there was only ONE truck assigned to the pick up.  ************ should have a reduced BBB designation as this process was an absolute nightmare for me and I even left a voicemail to *******************, one of the owner's family senior management, for a return call, whereby his voicemail message stated he would return calls within 48 hours and he never called me back at all.  This was horrible customer service and I ask you to reduce their designation for extremely poor customer service.

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Natuzzi sectional couch in July of 2023. Within a couple of months one of the sections began to sag. We contacted Baer's and was told someone would come out and look at the sectional. A couple of weeks later a repair technician came out, not to repair the issue but to document it. He took pictures and told us that we would hear from Baer's within 3 business days. After several weeks and many attempts to find out what had happened to our request, we were told that a repair report was never filed by the technician and that they would reach out to him to find out what was going on. A couple of more weeks went by without any communication from Baer's when I was finally able to reach someone who told me the technician said nothing was wrong with the couch. I told the *** that there was a 1/2 inch difference between the damaged sectional. They sent a second technician out at the end of January who told us that the the mechanisms in that section were bent and would need to be replaced. Despite several phone calls and promises of return phone calls we have heard nothing from Baer's in six weeks about getting the repairs made. We are beyond frustrated with the lack of communication and interest in getting our problem resolved.

  Business response

  03/18/2024

  ****************** HAD SERVICE OUT BECAUSE THE HEADREST WASN'T WORKING ON THE RIGHT SIDE OF THE SECTIONAL.  IT WAS DETEMINED THAT THE HEADREST MECHANISM WAS BENT AND A NEW ONE NEEDED TO BE ORDERED. THIS WAS DONE ON 2/20 AND HE WAS CALLED ON 3/5 AND ADVISED OF THIS. THE MECHANISM COMES FROM OVERSEAS AND WILL TAKE 8-12 WEEKS TO0 COME IN.

  ONCE BAER'S FURNITURE HAS RECEIVED IT ****************** WILL BE CONTACTED TO SET UP A APPOINTMENT TO INSTALL

   

  THANK YOU

  Customer response

  03/18/2024

   
  Complaint: 21381356
  
  I am rejecting this response because: It is not only the headrest but the seat mechanism as well. Both are bent and need to be replaced.
  
  Sincerely,
  
  *************************

  Business response

  03/19/2024

  THE COMPLETE SEAT MECHANISM WAS ALSO ORDERED. MY ERROR . i DID NOT SEE IT AT FIRST

   

   

  THANK YOU

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 12: Purchased a 3 seat sofa, love seat and chair from Baers **************** Location ( Chair was floor model) total cost $8214 Jan 17: Furniture delivered. 5 minutes after delivery I sat in the chair and the zipper at the bottom of the chair split open from end to end oCalled customer service was told they would replace chairs Jan 24th Jan 23: Received call that chair in correct color was not available for delivery. Someone would call tomorrow with new date Jan 24: No call was received Jan 25: I called warehouse and spoke to *********************. He advised that since the chair was a floor model, they would not replace it. I was to call the store manager at the **************** store to discuss oJan25: Called **** the sales rep and asked who the store manager was and explained what happened to the chair. He told me ****** ( store manager ) was not in and he would have him call me on Friday Jan 26 Jan 26/ 27/28: No call from ****** Jan 28: Left a VM for ****** at 4:30pm . In VM I reviewed the situation and asked him to call me Jan 29: Called corporate customer service. Spoke to *******. ******* arranged for the technical repair man to come to my house on Jan 30th Jan 30: ********************* technical repair man advised that the chair CANNOT be fixed. He called ******* in customer service. ******* told me she would call ****** and advise him of technical repair decision Jan 31: ******* called me @ 1030 and said that I would be getting a new chair. I asked for this to be confirmed in writing I have not received anything Feb 2: Called ******* to advise that I have not received an email confirmation that I will receive a new chair . Feb 5: Called customer service spoke to *******. She contacted ****** who said he would send an email to me confirming the order of the new chair.I feel the promise of a new chair is lip service as they will not commit this to writing and I still have not had a call from ****** the store manager.

  Business response

  02/09/2024

  I HAVE JUST SPOKEN TO **************** AND TOLD HER WE ARE ORDERING A REPLACEMENT BACK WITH LEATHER AS A COURTESY. IT WILL TAKE 3-4 WEEKS TO COME IN FROM EKORNES AND WHEN IT ARRIVES, WE WILL GO OUT AND INSTALL.

   

   

  THANK YOU

  Customer response

  02/09/2024

   
  Complaint: 21249029
  
  I am rejecting this response because: the  technical repair man from Baers  told me  when he looked at the chair that he would not be able to fix this in home. This was why ****** the store manager said he would order a new chair

  I feel that they will order this replacement part and then they will tell me it cant be fixed and give me the run around again

   so i would like to wait until the replacement is delivered before i agree that this is settled
  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  BAER'S FURMITURE HAS ORDERED THE PARTS THAT EKORNES TOLD US TO AFTER LOOKING AT THE PICTURES. WE WILL INSTAL WHEN THEY ARRIVE AND SEE WHAT OUR POSITION IS AT THAT POINT.

   

  PER EKORNES THIS SHOULD RESOLVE THE ISSUE

   

  REGARDS,

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed a special order Natuzzi sectional couch on July 16th 2023 with Baer's furniture store located at *************************************************************. Sofa was delivered on November 7, 2023 with following damages, sectional did not line up, one side higher than other, stitching was poorly done, leather was not folded correctly, large gap between the *************** on cushions very loose. Returned back for repairs 11/7. Sofa delivered on 11/11 with no corrections, returned back Baer's. Received phone call sofa was corrected and delivery made 11/17/23 again without any corrections. Baer's sent ************************* to our home who is a certified technician, he indicated that sofa cannot be repaired. Spoke with **** manager in the ************* on 12/9 advising him what tech said but he insisted that couch could be repaired. So WHY did they send a tech in the first place if they don't trust their employees. *********************** said it could be repaired sofa removed on 1/11. Delivered on 1/24/24 some issues corrected not all and another issue was created by not finishing the stitching on the left side of sofa. 1/29 spoke to **** manager at ****************** indicated he cannot resolve or refund my money & need to deal with customer service in *******, **. 1/29 per *************************** at customer service **** (assistant manager) is getting with sales ************* will reach out to me. Needless to say that never happened. 1/30 call ******** Yelling how upset I am and ***** referred me to ************************* who is higher up and she returned my call asking for the photos and she would get back me on the 31st. I sent **** the photos along with 3 text message and to date I have not heard from anyone nor do I have a sectional sofa. I no longer want the couch nor do I want to deal with BAER'S FURNITURE. Hoping you can resolve my problem so I can get a full refund of $6437.39 (tax included) PLEASE HELP

  Business response

  02/05/2024

  **************** HAS BEEN AUTHORIZED TO RESELECT AND IS BEING CONTACTED BY THE ************** STORE TO ARRANGE FOR HER TO COME IN .

   

  THANK YOU

*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. ↩