ComplaintsforBaer's Furniture Co., Inc.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased at the company twice within the same year spending around $50,000. The 2nd purchase arrived with some defects where technician **** was sent to correct, which he did. We also showed him the back cushions to our couch that he stated had a manufacturing defect as they were flat. He submitted a ticket to replace the back cushions upon his repair visit shortly after the furniture was delivered. We have the receipts and were under manufacture's warranty. On 3/8/22, 4/5/22, 5/14/22, and 6/9/22, I followed up with Baers to which ***** replied he thought it was taken care of. We informed the store manager at least twice. We still have flat back cushions on our Lexington couch. They did call once but the voicemail has no purpose. When calling them back we just get a voicemail system to which no one returns our calls. Baers needs to replace our back cushions as promised under written contract. We will upload receipts and even had contact with the technician who remembers the case vividly if replacements are not here in a timely manner.

  Business response

  07/11/2022

  *************************** HAS A SERVICE SCDEULED FOR 7/19/22 TO INSTALL THE NEW CORES FROM ********* FURNITURE

   

   

  THANK YOU

   

   

   

  Customer response

  07/11/2022

   
  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 once complete. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/11/2022 I purchased furniture from Baers Furniture in *************,I had to cancel that order because the furniture was to large for the space. I set up an appointment with ******************* an interior designer that works there to help with the new purchase of furniture.I repeatedly told ***** I did not want Flexsteel Latttude because it is made in ***** with very bad reviews. I said this 3- 4 times as we looked at furniture. About 4:30 pm that day we bought a Flexsteel sofa and recliner called ****** ***** told me it was made in the US and what good quality it was.When we got home I was looking it up and realized it was Flexsteel Lattitude. I sent her an email that night and called when the store opened that morning. ***** said she would call her furniture rep and talk to him about where it is made even though she said the night before it was made in the US. She emailed me and said the rep said it was now made in *******. That also is not true they are going to open a plant there in the future. The custom order rug was ordered to go with what furniture I bought. Since I was mislead and it is Flexsteel Latttude I have cancelled. I was told a manager would have to approve the cancellation of the rug but no manager is working for the next 3 days is what I was told and no one was in charge who I could talk with. I find it very hard to believe no one was in charge of a big store like that for 3 days.When I called ***** that morning when the store opened she asked if I wanted the rug canceled, I said yes. She never called back just sent the email. I called late afternoon and asked to talk with her and she said it was to late it had already been processed. I left the store at 5 pm the night of June 21st and called the next day when the store opened. The gentleman who handles the rugs was not there on the 21 st so I know it wasnt ordered already. I had also planned to buy several other pieces of furniture that ***** showed me, but I have lost faith in this store.

  Business response

  06/23/2022

  A REFUND OF $19645.21 WAS ISSUED TO THE CREDIT CARD USED IN THE ORIGINAL PURCHASE ON JUNE 23,2022.

   

  THIS WILL PROCESS THRU OUR SYSTGEM TONITE, I AM NOT SURE THE NUMBER OF DAYS IT WILL TAKE TO SHOW ON THEIR STATEMENT.

   

  THANK YOU

  Customer response

  06/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of two Natuzzi furniture pieces, a leather recliner sofa and chair, from Baers Furniture store in *********, ******* back in This set was a replacement for a sofa and chair I bought at the same store but of a different brand that was defective due to discoloration of the leather within a month of the purchase. The Natuzzi furniture set was slightly more expensive, so we paid the difference with the hope that the new set was going to be of better quality.Unfortunately, within a month of purchase the Natuzzi furniture began to sag and lose firmness so we filed a complaint with the store, but they referred us to contact Natuzzi directly. A Natuzzi technician came to our home to evaluate the Natuzzi furniture. Afterwards, I contacted Natuzzi customer service to find out the outcome of the technicians evaluation. Natuzzis customer service informed us that the technician confirmed that the furniture was defective and decided that our claim was valid. Natuzzis customer service further informed me that that the technician had recommended that the store either replace the furniture or refund the purchase price, and that this recommendation had already been communicated to the Pinecrest store. After I heard from Natuzzi, I visited the store to discuss my options. Although my preference was that the store return my money, the store manager did not even consider that option. Additionally, the store manager never contacted me to let me know the outcome of Natuzzis evaluation of my claim. Since the store manager was adamant about not refunding the purchase price, I agreed to look around the Pinecrest store and pick another set as a replacement. Unfortunately, the Pinecrest store does not have a wide selection within the price range of what I originally paid for the Natuzzi set. I should not be forced to either pick a more expensive furniture set or pick a furniture set that is not to my liking. Accordingly, I want my money back.As I have previously state

  Business response

  06/30/2022

  AFTER CHECKING WITH OUR ********** LOCATION I AM TOLD THE CUSTOMER HAS RESELECTED. WE WILL BE PICKING UP THE NAUUZZI IN THE HOME AND DELIVERING THE NEW SELECTION OF FUTURA . I DO NOT HAVE A DATE FOR DELIVERY AS YET.

   

  THIS TRANSATION WAS WRITTEN ON JUNE 25 .

   

  THANK YOU

   

  Business response

  06/30/2022

  AFTER CHECKING WITH OUR ********** LOCATION I AM TOLD THE CUSTOMER HAS RESELECTED. WE WILL BE PICKING UP THE NAUUZZI IN THE HOME AND DELIVERING THE NEW SELECTION OF FUTURA . I DO NOT HAVE A DATE FOR DELIVERY AS YET.

   

  THIS TRANSATION WAS WRITTEN ON JUNE 25 .

   

  THANK YOU

   

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/2021 I purchased a lot of furniture from Baers in Cassberry FL..one item was dropped and broken..it was tbe base on a rocker swivel reclining chair..the whole base was broken... I called Baers same day and plenty of time since... no response they claim it's on back order... I am getting nowhere with them. Either refund my money ...take the chair back, or fix the base... its been way to long...please help

  Business response

  06/24/2022

  THE PART IS ON ORDER FOR REPAIRING  THE RECLINER, I HAVE EMAILED THEW FACTORY TODAY FOR A UPDATE AND WILL CALL THE CUSTOMER

   

   

  THANK YOU

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction Date: 9/30/2021 Sales Order: *********** In September of 2021, I ordered four dining room chairs and a matching bench. After a few delays, the furniture was set to be delivered in December, 2021. All were delivered; however, two chairs were good, one was chipped and the other was not repairable. The bench was stained an incorrect color. We agreed to have the one chair repaired, which it was and delivered shortly after. The final chair was set to be delivered last Friday, 3 June. The truck arrived three hours after their stated delivery window and the chair was stained the incorrect color. We still do not have a new bench.

  Business response

  06/21/2022

  THE BENCH HAS SHIIPPED FROM THE MANUFACTURER BUT HAS NOT ARRIVED AT BAER'S WAREHOUSE YET.

   

  THANK YOU

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Six toss pillows purchased from Baer's with a paid guarantee were returned after they failed during a dry cleaning process following the Baer standard. Salesperson ***** received and examined the pillows, was visited by the dry cleaner who provided such and he agreed the guarantee covered the poor dye process and would seek replacement from the vendor. SIX months of no contact emerged; the customer has politely called and visited the store again in early April 2022. Baer's has been silent and uncooperative, has not offered a replacement series of pillows or adequate explanation. Covid and supply chain excuses do not apply. The company has failed to honor a commitment to a customer who has spent a massive amount there in the past six years. This is unacceptable and a possible misrepresentation.

  Business response

  05/10/2022

  AT THIS TIME I CANNOT LOCATE ANYONE WITH THE *****************************, I WILL NEED MORE INFORMATION PLEASE

   

   

  THANK YOU

   

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

  Customer response

  05/11/2022

   
  Complaint: 17183515
  
  I am rejecting this response because Baer's should have a record of over 50k in purchases by ***************************** or ***********************.  *********** needs to speak with their salesperson, *******************, to understand the issue and respond to the BBB properly.  They are dismissive of the BBB and the complaint and need to do their diligence so we can find a resolution to their mistake.  Thank you.
  
  Sincerely,
  
  *****************************

  Business response

  05/18/2022

  I HAVE REACHED OUT TIO THE STORE MANAGER ON THIS AND HAD HIM SEND ME ANY INFORMATION HE HAD.

   

  PICTURES OF THE ACCENT PILLOWS WERE SENT TO THE MANUFACTURER , CENTURY . THEY CAME BACK WITH THE FOLLOWING RESPONSE

   

  "THESE PILLOWS APPEAR TO BE TREATED OR CLEANED WITH A SUBSTANCE MAYBE EVEN WASHED THAT IS CONTRIBUTING TO THE *** TRANSFER. IT APPEARS THAT SOME OF THE BLUE HAS EVEN TRANSFERED TO THE GREY PILLOW. THIS IS NOT DUE TO A FABRIC QUALITY ISSUE"

  I KNOW THESE WERE SENT TO A DRY CLEANER.

  CENTURY ADVISED US THAT THE FABRIC HAS BEEN DISCONTINUED AND THERE IS NO MORE IN STOCK, **************** NEEDS TO SELECT A NEW FABRIC AND BAERS WILL  ABSORB THE COST OF MAKING NEW PILLOW CASINGS AS A ONE TIME COURTESY. THE ***** PERSON  WILL BE CONTACTING THEM BY PHONE TO ARRANGE THIS .

   

  THANK YOU

   

   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of delivery of one sideboard on February 17, 2022. Immediately notified them that the doors would not close, defective Paid $1,800 for this piece of furniture and have yet to use it properly Order number *********** Repair person came out one month after delivery, said it he needed to order part.Have not heard since. I called customer service and they had no information.They called me back and said 6-8 weeks more.They are dragging their feet in fixing a defective product delivered.

  Business response

  04/21/2022

  I SPOKE TO ********************** AND TOLD HIM WE WOULD EXCHANGE THE CREDENZA FOR A NEW ONE WHEN OUR NEW STOCK CAME IN . THAT SHOULD BE LATE MAY .

   

  I APOLOGIZED FOR THE INCONVENIENCE AND TOLD HIME WE SHOULD HAVE OFFERED THE EXCHANGE IMMEDIUATELY BUT SINCE WE HAD NONE IN STOCK WE THOUGHT WE COULD ORDER PARTS.

   

   

  ********************** HAS MY CONTACT INFORMATION AT THIS TIME.

   

  REGARDS,

   

   

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

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2020, we purchased a Natuzzi leather sectional sofa set from Baers Furniture for $7,141.45, including a warranty purchased for $499. Baers committed to making repairs for the first year as a part of their policy and afterwards, repairs would be made based on the warranty purchased.The furniture was delivered in December 2020. Initially, after a couple weeks, we informed Baers that the furniture was not aligned. It took several months before a technician came. He made an adjustment, but stated a part need to be ordered in order to properly correct the misalignment. After several months, around April or May 2021, the part arrived at my home. The technician was called and after a couple months came to make the repairs but the furniture was only aligned for a few weeks. Then, in July 2021, we began hearing odd noises from the motor of the center recliner. The technician came and said he would order a part. I have called probably 2 dozen times to get the furniture repair completed. The center recliner started operating on its own with no one pressing the controls. My granddaughter was hit by the bottom section of the recliner while crawling on the floor when it malfunctioned. The furniture is dangerous and has never operated to the standard we thought we were purchasing. The manager, ************************* told me in December he would check periodically for the part and would stay in touch. ***** has never called and I have left dozens messages for *****, to no avail.

  Business response

  06/23/2022

  FAST FURNITURE REPAIR HAS A SCHEDULED APPOINTMENT TO GO OUT TO THE HOME ON 6/24/22..

   

  I Will ADVISE YOU OF THE OUTCOME

   

  REGARDS

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/14/2021 I paid in full for a living room set @$80445.97 at Baer's Furniture Store in ****** **. The love seat and chair are reclined and the sofa is stationary. Was told that the recliner sofa was in stock and the non-recliner sofa would take approx 4-5 months. In Nov. Bare's delivered the sofa in the wrong color, took it back, and said it would be redelivered in approx 3-4 more months. Now it is mid-April I'm told it came in again the wrong color and would take another 3-4 months, that would be more than a year that I'm waiting for, that's if they ship the correct color. They should have never made promises on special orders then I would have to just decide on the recliner sofa they had in stock at $1200 more than the special ordered one that could not be delivered! The sofa recliner's price was $3400 the non recliner was $2200 in 7/2021. Sales order # ************ - 18

  Business response

  05/13/2022

  THE STORE MANAGER FROM ****** CONTACTED **************** AND HE TOLD HER THAT EVERYTHING HAS BEEN RESOLVED AS WE HAVE REORDERED THE **** FOR HIM

   

   

  THANK YOU

  Customer response

  05/14/2022

   
  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

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***** on numerous occasions to resolve my ************ leg. Nothing has been done to remedy the situation. My cousin fell off the chair and injured herself. I am going to file a suit as well

  Business response

  04/21/2022

  I HAVE SPOKEN TO ************** ON MULTIPLE OCCASIONS AND AM TRYING TO FIND A LEG FOR HER CHAIR.  THIS ITEM IS DISCONTINUED **** I BELIEVE WE HAVE ONE IN STOCK. I HOPE TO HAVE AN ANSWER BY MONDAY.

   

  THIS IS BEING DONE AS A COURTESY AS THE FURNITURE THAT ************** BOUGHT WERE FLOOR SAMPLES - AS IS NO SERVICE NO REFUNDS.

   

  I WILL UPDATE WHEN I HAVE A ANSWER FROM BY  SHOP.

  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. ↩