ComplaintsforMueller Furniture Co

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family has dealt with this company for 20 years and never had a problem until now. I purchased a mattress for $3,093.86 and paid for it using my Mastercard. In November 2022 it was picked up because it was faulty. There was an odor to it and they had someone verify it and pick it it up. I spoke with owner and he said he would take care of it and I haven't heard from him since. I contacted Master Card to try to dispute the charge but they kept closing my case and sending me new applications. Since then I haven't received any help from ************** or Master Card. I talked with 13 people but have not received any hep in getting a new mattress.

  

  Business response

  10/13/2023

  We apologize for the misunderstanding.  Upon receiving this complaint and realizing the issues, we sent a refund check immediately.

  Customer response

  11/02/2023

  The business responded immediately and provided a refund. The case can be closed.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 25, 2023, we purchased a couch and chair from Mueller. Both items were delivered on July 31, 2023. The couch has recliners on both ends which do match up after closing the foot rest. We contacted **** the manager and was told the sections being uneven is normal and should be fine.We accepted his explanation, even know we knew it was BS, and decided to give the furniture a try.We sat on the leather furniture for maybe an hour and discovered the leather was very stiff and uncomfortable. I again contacted **** and explained we were not happy with the furniture and wanted to return both pieces. **** stated the leather would soften up after time. He referred me to the owner, ************** called and asked to speak to ****** and was advised she would call me the next day when she arrived to work at 1:00. We never received a call and had to reach out to the owner. We finally made contact and explained the issues we had with the furniture. I advised we wanted to return the furniture and she agreed to make the return. ****** stated this type of leather wont soften up that much, contradicting what **** said earlier. She then stated per the policy we signed there would be a 20% restocking fee.However, our paperwork does not show the cancellation policy or anything about a restocking fee. ****** stated she would waive half the fee if we bought other furniture. There is no way we are purchasing from this place again.I told her to scheduled the pickup of the furniture and requested documentation explaining the fee.She scheduled the pickup for Friday and did not advise a time. I contacted her on Thursday, August 3, 2023 and asked for a time window for the pickup. She gave me the info and advised our consultant accidentally deleted the cancellation policy from our receipt. She kept saying but its on everyone elses receipts.In summary, we were not happy with the product, are being charged a fee we were not notified about, have documentation to prove it and still have to pay the fee.We are requesting the fee be waived.

  

  Business response

  08/08/2023

  Mueller Furniture does have a clear restocking fee (see attached document which customers sign upon purchase).

  However, the sales associate made a clerical error and deleted the verbiage on the sales ticket for this particular customer.  We have taken steps to correct the issue in the future.

  In light of our associate's error, we are waiving the restocking fee and giving a full credit to the customer.

  Customer response

  08/08/2023

  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

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Date: June 29, 2021 Delivery Date: December 3, 2021. ******* Furniture is a rip off. We ordered furniture during the pandemic. Our mistake. We ordered Flex Steel and paid a fortune for it. It took 6 months for it to be made and us to get it. The loveseat sat lopsided. and the padding was lumpy and uncomfortable. It literally caused my back to hurt. The repair team came and got the loveseat. They didn't do anything about it being lopsided but did stuff more cotton in it. It was still uncomfortable. The loveseat started making a squealing noise so they ordered a new mechanism for it which took weeks for it to come in. They came and got it and put the part on. It was still jumping and squealing when I tried to recline. They ordered a motor. It took weeks to get the part. They came and got it and put the part on. It was still uncomfortable and hurt my back. The rude repair man said it was fine to him. I told him I thought I should get a new one. He said no it would be the same. He insinuated it was just me. I contacted Flex Steel and was told it was up to ******* Furniture to replace it. The repair man has stuffed so much cheap cotton in the loveseat that it is hard as a rock. Now I have a 8 inch opening where he stuffed it so much the seam is pulled apart. ******* said they will not replace it because Flex Steel won't give them a penny for the defective item. That is not my fault. This company says they stand behind their products. THEY DO NOT!!!

  

  Business response

  05/16/2023

  We understand that the ********** are not happy with their loveseat w/ console. We currently
  prepared to fix their primary complaint, however the customer will not allow us to take any additional
  steps in order to solve her problem. With that being said, the seam separation that we are offering to
  fix at no charge is an out of warranty claim as she has had the furniture in her home for over 1 year.
  Here is a list of things ******* Furniture has performed at no charge in order to attempt to satisfy:
  1. Installed new seat cushion core, seat springs, and motor on right side facing recliner, above and
  beyond the manufacturers warranty or level of tolerance for normal use.
  2. Installed another new seat cushion core, seat springs and mechanism. The mechanism was not failing,
  but we did this to try to help address the concerns about the alignment not being perfect on the back.
  All three of these are service tasks above and beyond the manufacturers warranty or level of tolerance
  for normal use.
  3. Made a stop to improve the appearance by adjusting some Velcro on the furniture. Once again, above
  and beyond the manufacturers warranty or level of tolerance for normal use.
  4. Installed a new motor for one of the reclining sides that was not working. Legitimate warranty service
  performed.
  5. Currently prepared to make another out of warranty repair at no charge to the customer to fix the
  seam separation.
  In addition to performing the above services, Mrs. ********* has insulted nearly everyone in our
  company that she has come in contact with and she made offensive ethnic slurs that were meant to
  insult Mrs. ********* English. Mrs. ******* is of Spanish decent.

  Customer response

  05/17/2023

  Complaint: ********
  
  I am rejecting this response because:

  This is very untrue. You can see from the list of services that there is a problem with the loveseat. Everything that has been done to it was started within a few months after the loveseat was delivered. It was all warranty work, not out of warranty.

  I requested to speak to Mrs. ******* one time last year because it had almost a month since they had taken the loveseat. My husband had gone to the store and asked about when we would get it back. They said we should talk to the owner. She called and updated me on when the part would be in. That was all.

  I has been sick for the past week and a half, taking antibiotics and steroids, shat was made Thursday May 11. 2023 for May 12, 2023, because of the illness and my husband had to work. I made it for May Tuesday May 16, 2023 but I am still sick and had to cancel the appointment. No other appointments have ever been cancelled.  

  We am not racist. We have an adopted Spanish speaking daughter. We have many friends and family who are of other ethnic backgrounds than ours. 

  When I was on the phone with a girl last Thursday, the phone was given to someone who said he was the operation manager. Yes he was rude. I told him I wanted to speak to the owner. He said he was the same as the owner. I could hear snickering in the background. When I pointed it out, he snickered and said no, that was me hacking up a nuggy. That was rude, disgusting, and terrible customer service. I told him about the service person who said to me, at the beginning 2022 that I would not get another loveseat like this on because ir would be the same. He insinuated that the loveseat was fine, it was just me. Yes that was rude.

  So you can see how the customer service people have treated us. My husband is almost 83 and I am almost 72. We are too old to be going through this. In our lifetime we have never been treated this way and talked to this way. My husband retired ad a supervisor for the natural gas company and I retired from banking. We know what good and bad customer service is, and what just bad treatment of people who have spent hard earned money on merchandise is. God knows, this is unacceptable treatment.

  Sincerely,
  
  ***** And **** *********

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Palliser reclining chair from the ************** store and within the first year the swivel/reclining mechanism failed. I went to the store and filed a warranty claim in September 2022. The part was ordered and the Mueller furniture technician came out to replace the mechanism just before Thanksgiving 2022. Incidentally while working on the chair the fellow told me that he was the upholstery service technician. This became an important fact when upon completion of the repair the newly installed mechanism immediately collapsed before the technician left the house. He was going to leave the chair disassembled in multiple pieces on the living room floor and I had to call the store and argue about this with Ms. *********************** At my insistence she finally instructed the technician to put the first broken mechanism back on so I could at least sit in the chair. Well it is a good thing I insisted they do that because it is now May of 2023 and the chair is still not repaired. After calling to check on this and being told the part was ordered and expedited I finally demanded to speak with the manager of the service department. I spoke with her on April 20, 2023. She apologized and informed me that apparently nothing had ever been done with my service request. She indicated she had an employee that was supposed to take care of this sort of thing but they didn't do their job and she has someone new now and its hard to find good people to work, etc, etc. She then told me that she would finally get a day off over the weekend after working 7 days a week for months. She promised to call me back within days. It is now May 9. I have had it with this company. I have dealt with no less than 5 different people on this issue over many months. They have all failed to perform to my satisfaction. I want the chair repaired in short order or I want a full refund on this item. I have been more than patient but my patience has run out.

  

  Business response

  05/16/2023

  We are very sorry that it took longer than it should have to complete the service on the ********** recliner.  This recliner was successfully repaired with the installation of a new mechanism on 5/16/23 by *****, our service technician.  ******************** gave him a thumbs up and is happy with the fix.  We would like to extend to the customer a $100 credit at our store for a future purchase of $499 or more.  We'll do better next time.

  Customer response

  05/17/2023

  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

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand new sectional couch. It needed to be repaired. We were offered no compensation for the loss of use of the couch for almost 6 weeks. The business were difficult to contact and NEVER returned a call to me. When they found it it was promised delivery on 30th Aug between 2&4. At 5 it’s still not here and a late phone call just received to say it should be here in 30 mins. Throughout this Zero calls have been returned and incurred me the cost of driving to the shop were their lack of customer service continued. My wife stayed in especially for the delivery and I got out of work early so I could be around.

  

  Business response

  09/01/2022

  We do apologize for the delay in the replacement item coming in from the vendor.  We did schedule this delivery to be made between 2:00 and 4:00 on 8/30.  However, the delivery team had to spend some extra time on an earlier stop, in turn causing them to miss the requested delivery window.  They were able to deliver the item on the day scheduled, just later than anticipated.  I spoke with the customer on 9/1/22 to make sure he was satisfied with the end result.  We are sorry things didn't go exactly as planned and we will strive to do better the next time.  We appreciate *** ***'s business.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We put a 500 dollar deposit on furniture that was to be delivered in April. As of today the furniture has still not arrived. Initially when the first date was missed we called to discuss and did not receive a response to several calls. When we asked for the deposit back so we could buy different furniture from another co we were told it would involve a restocking fee. Later we were told that the furniture was in production and had we asked for a refund before this occurred it would have been an option. So we were given another date of aug 4th. This deadline was missed as well. On the 13th they did call and leave a voice mail that they were going to check every day to see where it was at. As of today they claim it is on a truck coming from another co.

  

  Business response

  08/30/2022

  We have spoken with the customer numerous times and responded to all complaints.  We are scheduling delivery on the day of his choosing. 

   

  The customer received communication from Mueller Furniture and was made aware of the delay since April.  When the "estimated ship" date approached and was delayed, the customer was again communicated with.  Mueller Furniture reached out to the customer every two weeks from July 15 to August 23rd with updates.  We also agreed to discount *** *****'s purchase an additional $250 due to the extended wait times.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought insurance for a chair we bought there. It got damaged and they run-around, but they did finally come and get it. That was 2 months ago and we still haven't gotten our chair back. We have been making payments. It feels like we are going to have it paid off before we get the chair.

  

  Business response

  08/09/2022

  The customer's item has been repaired by the manufacturer and is being delivered to them this Friday, August 12.  We would be happy to provide additional details if needed.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered what I thought was a solid wood desk. I ordered it on 6/5/21. I have been making payments on it but the final cost was $1755.09. When it was delivered, today 10/8/2021, I refused it because I could tell it wasn't solid wood, it wasn't what I paid for. The back of the desk wasn't put on properly and there were some stain issues too. The delivery people took it back. When I contacted the store, I had to wait two weeks for a response from the manager or the store owner. I haven't heard back from them. I just want my money back. They have a 30-day guarantee. There is a balance for the chair for $400.

  

  Business response

  10/08/2021

  Today we did attempt to deliver a desk to Ms. ******.  She did refuse the delivery as stated in her complaint.  Within two hours of her initial phone call to our store on the day of delivery, her money had been refunded in full.

   

  The desk in question is solid alder wood manufactured by ******** ********  It is custom finished by an Amish company.  There are some minor issues with the desk that we could take care of quickly, but Ms. ****** preferred a return and refund, which we honored immediately.

*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. ↩