ComplaintsforKing's Great Buys Plus/Indiana

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 9/25/2021 money spent 4445.85 King's Great Buys Plus will not honor first year warranty that cover all furniture problems in the guarantee. First call to King's Aug 8 and 9 to get warranty repair. No one contacted me called back Aug 24 and the 25 was told that it was too far to come finally contacted ********** customer service Aug 31 first called again Sept 7 to ********** customer service the lady told me she thought King's was taking care of the problem waited for someone to contact me no one Did. So I called back ********** Customer service to see if anyone was going to repair or replace or refund the money I spent. ********** customer service called back and said She would try and have it fixed through ********** on Sept 28 set up an appointment for someone to come to the house and look at the problem of the 3 pieces of furniture the a About 4 days later. He worked for furniture solutions he said the recliner needed springs and motor loveseats needs springs and a metal mechanism couch needed springs and adjustments furniture solutions called ********** and place order for parts the installer called and he would be at my house Oct 11 installer said motor on recliner was not the problem needed a metal mechanism put springs on loveseats also said it needs new mechanism put springs on couch and adjusted the couch all 3 pieces still making popping noise from mechanism called *********** Oct 24 told me to call King's I did they said it was fixed and hung up on me 2 times *********** sent King's an email that stated *********** did all they could do it was their warranty for the first year and to take care of it *********** sent me the email they sent to King's Great Buys Plus as of November 17 nothing has been done and I cannot call King's they just hang up I would like to have this problem resolved I can send picture of email homestretch sent me they sent to King's Great Buys Plus thank you

  

  Business response

  01/16/2023

  Business Response Mr. ********* initial complaint took time to find service as he lives two hours away and is outside the service area of any local servicers. According to the purchase date the service would be a warranty issue and so I contacted the manufacturer, *********** for help. *********** was able to locate a servicer that could send out a technician. According to their reports all furniture was fixed to their, *********** and service company standards. Mr. ******** was not satisfied. Kings Great Buys Plus does not provide warranties. The first year warranty is provided by the manufacturer. Kings, as a service, helps customers with finding warranty service and filing claims. Kings Great Buys Plus has no authority to make decisions concerning warranty service or warranty decisions. No where in the email that Mr. ******** is referring to does it say that the warranty is Kings. It says that *********** has done all they can do and Mr. ******** wants to return the furniture and to contact him with a decision He did not like Kings decision and decided to contact the Better Business Bureau. I have attached the work order from Furniture Solutions, an email that recapped a conversation with Mr. ********, and the email from *********** Mr. ******** is referring to. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have read the attachments from King's Great Buys Plus King's customer service left the 1st paragraph out lt said (consumer is calling wa Wanting to know what can be done At this point Since you sold the furniture you will need To contact him And see if you can come to an Agreement as to what you can do for this Customer I will be happy to help with this but you will need to contact him 1st as of this time no one at King's has called text Or email me so few days later I called *********** back customer service said she Thought that King's was taking care of the Problem they were not she said to call King's customer service again I did but King's customer Service wouldn't listen to me and disconnect me every time I tried to talk about the Problem as for the attachments the pictures King's sent was incorrect the service repair Man that came to house did (recliner springs new motor the motor wasn't defective) ( couch Springs and 1 adjusted to the recliner end ) (love seat Springs had a mechanism to be put in repair man did not put it in he said Wouldn't help the other frame work was bent It wasn't in the pictures with the one's that was sent repair man would taken pictures of him installing mechanism for his records the statement that said that the furniture was too *********** specification would be Incorrect also because of not installing the mechanism in the love seat Consumer Response All the repairs from furniture solutions Did not help repair the furniture All furniture Still has mechanism problems repair man said he hadn't herd of *********** furniture and Haven't worked on this brand my feeling was that he was not qualified to service this brand Of furniture if needed I can send copies of The first paragraph I wrote Business Response Mr. ******** is somewhat correct. An email from *********** was not attached to the response. It does say that Mr. ******** is Kings customer. It does say for Kings to reach out and see if there is an agreement we can come to. There is not. Mr. ******** has asked for a full refund for furniture he has had a year. Based on phone conversations with Mr. ********, part of the issue seems to be normal wear and tear. If one person normally sits in the recliner and the other on one end of the couch it is possible that the couch is not going to be level because one side is being used and one side is not. As far as the love seat, Mr. ******** said no one sits on it except for when Christmas was held at his house, last year; so the only assumption is that the issue was caused then and it was not noticed because it is not used. The *********** Warranty is attached with some key elements highlighted, most importantly: "Any warranty service determination will be made by Homestretch or its designated representative at the time of the claim." Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As now I cannot agree on what N ****** has stated in her last response as for phone conversation N ****** has hung up on me every time I have called she has never called nor text or message me I have been the one that call N ****** I have stated this before there was no conversation to resolve the problems of the furniture ***** from *********** corporation offered T **** and N ****** a good deal to give me the money back and they could profit from the deal to resolve the problem with the furniture they refused the offer to do this that tells me that T **** and N ****** don't want to resolve this problem of the furniture another statement N ****** stated if one person sets in a recliner and and another on the end of a couch they would not be level that isn't the problem with the couch and recliner they need mechanisms that would be a in correct statement on the couch and recliner as I have stated before the love seat has the problem of not being level that I also stated before as the assumption of setting on the love seat caused the problem that would be incorrect we seen the problem before the day that N ****** is talking about N ****** is not a furniture repair person so her assumption would all be incorrect as for the warranty I made a claim before the first year warranty was up no one at King's Great Buys Plus T **** and or N ****** hasn't suggested anything to resolve the problem at the time of this statement

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are advertising a price on their website and not honoring the product in the store.

  

  Business response

  01/21/2022

  Business Response What was the item, product, and or services. With the supply chain as it has been we sold out many of the items this Holiday Season. Maybe it could have been a closeout from the manufacture and not able to reorder, or maybe it was a discontinued item. Please supply us with complete details and I will get with our Website manager and look into the matter. Sincerely; **** ******* General Manager Business Response Mr. ********* was on our website looking at a discontinued closeout model, and tried to buy it and our website wouldn't let him since it was an old model and no longer available. He came to the store and wanted us to sub a New Model for a discontinued, closeout which we can't do. We have to blowout the old to bring in the new. This happens in every department in the store, their is always a model being discontinued, and a new model on the way. We spend a lot of hours weeding out the old models off the site, it's a new site and still a work in progress. Sincerely; **** **** Website Manager

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