ComplaintsforBest Home Furnishings

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a electric rocker recliner from a furniture store (Hi Desert Furniture) in July of last year. For the past 2 months I have been trying to get this chair fixed under the warranty of Best HomeFurnishings. The furniture store at first said they wouldn't come out because I had brought the chair home myself. I am totally disabled and my brother in law happen to be here from AZ with his truck. I told Hi Desert I would pay for the service fee ( ***** said it would cost $299.00). ***** an employee at the store said they had no one to come out. I suggested a local technician. He said they had contacted the manufacturer and they told him they (Hi Desert) would have to be the ones to fix it and again they refused to come out. Even tho I was willing to pay. I do have a complaint with the BBB on Hi Desert. I contacted the manufacturer through Twitter as they have no phone number listed anywhere. They responded by saying sorry to provide information through direct message and asked for several things. I tried to contact them through direct message and because they do not follow me on Twitter it would go through. I looked up the company and was able to provide the information they wanted like where I bought it, tag number off the chair itself and they wanted pictures but the problem is the type of problems it is having can't be seen in pictures. It is making a loud noise when you rock in it, you can feel the wood in the chair on the back. My daughter sits in it with a pillow. So I wrote to them several times on Twitter and told them I was unable to send them the info on Twitter but had filled out the website request with all info on it. I have never received any more communication from them. So I have completed a complain on the store the assigned ID number for that complaint is XXXXXXXX. Now I am doing a complaint for the manufacturer. Thank you for any help you can give to me.

  

  Business response

  02/18/2022

  Business Response RE: Model **** and ID #XXXXXXX-XXX.001 Best Home Furnishings has been corresponding through Email with the customer regarding the complaint. The most recent Email, dated 2-8-22, the customer informed us she would send a video with sound showing the issue. As of today, 2-16-22, we have not received the video. Once the video is received, we are confident a part can be sent to the customer to resolve the complaint. Sincerely, ******* ******* Customer Service Manager Best Home Furnishings Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I have been trying to get a video of the noise the chair makes but it seems the noise has disappeared. I don't know if it's because the way my daughter is sitting in it or not. But I have written a response to ******* at Best Furniture and told her this and requested that the company send me the filling for the back and seat along with instructions on how to fill the chair as you can feel the wood through the fabric. Also requested a small clamp that is missing off the electrical cord to hold the two piece together so they don't keep separating. If these two things can be accomplished I will pay someone to do the work. Thank you, ******* ********

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a chair in July 2021. It arrived in Sept 2021. It's now Dec 2021 and we've used it probably 5 times as the baby still sleeps in our room and not the nursery where the chair lives. The few times we've sat in it we thought it felt funny. The right arm is falling off the chair and feels like crumbling bean bag material under the cloth. It also leans to the right. The chair also leans completely forward to the point where you'd fall off unless it's reclined and the leg rest is up. We flipped over the chair to see what the problem is and it looks like there's a crooked piece falling out of place under the chair. BuyBuy Baby where we purchased the chair has told me to go to the manufacturer for a refund or new chair. Best Home Furnishings has told me to to go to BuyBuy Baby for a refund or new chair. Neither has helped me at all and do not care they are selling broken, poor quality chairs costing $700. The $700 chair has a one year warranty and Best Home Furnishings is not abiding by their own policy. Another interesting thing is I wrote a review on the chair on the buyBuy baby site, however, I received an email saying it has been blocked because it did not abide by their guidelines. I guess they don't allow customers to post honest/negative reviews and when I looked back, the reviews posted weren't terrible and that's the reason I bought the chair in the first place. I'm sad. I'm tired. I wish they would just refund me. I feel like I've been scammed.

  

  Business response

  01/03/2022

  Business Response There is an ID tag stapled to the base frame of the unit that includes a thirteen-digit ID number. Please have the customer provide the ID number and Best Home Furnishings will review the customer's complaint with the dealer. Sincerely, ******* ******* Customer Service Manager Best Home Furnishings Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) BuyBuy Baby where I purchased the product took care of the problem after dealing with 3+ customer service reps and filing a complaint with the Better Business Bureau.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased chair on 6/7/2020 6/17/2021 Contacted **** ****** Best Home Furnishings, XXXXXB ***** ******* *** *****, MO XXXXX Phone XXX-XXX-XXXX. I was told that the problem was the stuffing. They could come out and add additional stuffing. There would be a charge of $50 since the stuffing was only covered 1 year. Some of the chair has unlimited warranty. See attached.6/29/2021 ** ********* came out and stuffed the chair.7/8/2021Contacted **** and told him the stuffing did not work. **** said the problem with the chair it has been discontinued and he could not replace it. I said that the warranty should still be good. He said that they could order a new cushion. 7/29/2021 I sent to Best Home Furnishings, *********, Indiana an email from their site-contact us-and have not received a reply. I included a letter and pictures of chair.9/21/21 Talked to ****-he did not appear that he remembered talking about chair-showed him pictures of level on chair. He said to talk to ** repairman. ** said that he would contact main office in Indiana and show picture of level and call me tomorrow. 9/24/21 ** going to order new cushion. I had to call several times before the cushion came in.10/19/2021 ** replaced new cushion. After replacing new cushion chair still is not level. ** said that no chair is exactly level-this chair frame is about ½ inch closer to the floor on the front left side. Also, the level on the left arm is off-level on right is correct -see pictures. 10/28/2021 I went by the store and **** had left for the day. She said he would be in the next day.10/29/2021 Went by store **** was not there. *** who repaired the chair on 10/19/20021 said that there was nothing wrong with the chair. ** said several times-nothing was wrong with chair. I left the store. The replacement cushion has not repaired the chair. In fact the cushion is deteriorating.This Best Home Furnishings is not willing to solve the problem. I want a refund.

  

  Business response

  11/22/2021

  Business Response RE: Model - XXXXXXX/XXXXXX ID #XXXXXXX-XXX.XXX Our Records show the email response below was sent to the customer on 7-30-21: Your recliner was manufactured 8/19/19 - model ******** This recliner is out of warranty. Please see the warranty below: LIFT / POWER COMPONENTS Lift/Power components feature a "LIMITED LIFETIME" warranty to the FRAME against manufacturing defects, as long as parts are available. Lift/Power component MOTORS, HANDWANDS, AC ADAPTERS and JUNCTION BOXES feature a three (3) year warranty from the date of manufacture of the component. This warranty does exclude all accessories. Claims will be handled by FREE replacement of defective components, with no allowance for labor or installation. Lift/Power components also feature a one (1) year warranty from date of purchase, NOT to exceed eighteen (18) months from the date of manufacture, on FOAM, PADDING, CUP HOLDERS, SINUOUS WIRE SPRINGS and METAL SEAT SUPPORT SYSTEMS. Shipping costs for these Lift / Power components are included for the life of the warranty. Lift/Power components feature a five (5) year warranty from the date of manufacture on encased spring foam cushions. LIMITATIONS AND EXCLUSIONS This limited warranty is valid only to the original retail buyer of the furniture. It applies only to furniture intended for normal household and home office use and not in commercial installations. This warranty is also limited by the availability of parts. Excluded from this limited warranty are defects and damage resulting from abuse, neglect, exposure to extreme temperatures or humidity, alterations, unauthorized repair, or accidents including burns, cuts, scratches, tear, scuffs, watermarks, indentations or pet damage. Expected changes from normal wear, use and aging are also not covered by this limited warranty, including softening or flattening of cushions, foams and fibers in conformity to the shape of the user. Products featuring blown polyester fiber, foam cushioning, and polyester pad wraps are designed to maximize seating comfort and will flatten, wrinkle and soften over time. Absent loss of core foam resiliency exceeding 10% of the original core height specification, these changes are considered normal wear and tear and not manufacturing defects. For uniform wear and long life avoid sitting off center to the edge of the seat for extended periods of time. Sitting off center in the unit for extended periods of time may cause the seat to lean to that side and wear caused by this type of use is not considered a manufacturing defect. Some products feature a "LIMITED LIFETIME" warranty to one or more components. The term "LIMITED" means the warranty does NOT cover misuse and normal wear as described in the preceding paragraph. The term "LIFETIME" means the normal useful life of the product. SHIPPING COSTS TO AND FROM THE FACTORY ASSOCIATED WITH WARRANTY CLAIMS IS THE RESPONSIBILITY OF THE CONSUMER AFTER ONE (1) YEAR FROM DATE OF PURCHASE NOT TO EXCEED EIGHTEEN (18) MONTHS FROM THE DATE OF MANUFACTURE. This limited warranty applies only to the product in its original fabric. Damage caused by the use of detergents, abrasives or other harsh cleaning agents is also not covered. Products featuring power and lift features have weight capacity limitations. The weight capacity limitation for each specific model is noted in the price book adjacent to the price data for that model. Damage resulting from use by occupants exceeding the weight capacity limitation is not considered a manufacturing defect and is excluded from this warranty. BEST HOME FURNISHINGS WILL NOT BE LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING ANY LOSS, EXPENSE, OR DAMAGE OTHER THAN TO THE FURNITURE ITSELF THAT MAY RESULT FROM A DEFECT IN THE FURNITURE. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CONSEQUENTIAL AND INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. BEST HOME FURNISHINGS MAKES NO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THESE AND ALL OTHER IMPLIED WARRANTIES ARE SPECIFICALLY DISCLAIMED. SOME STATES DO NOT ALLOW AN EXCLUSION OR LIMITATION ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. This warranty gives you specific legal rights and you may also have other rights that vary from state to state. Except for such other rights, the remedies provided under this warranty state the limit of BEST HOME FURNISHINGS' responsibilities. The customer will need to continue working with * ****** ***** Properties regarding the complaint. ******* ******* Customer Service Manager Best Home Furnishings Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I never received an email from correspondences of 7/7/2021. Also, emailed the company on 8/9/21 to which I never received a reply. The frame or mechanism is the issue as the bottom of the chair is 1/2 inch closer to the floor on one side so this should be under warranty as per the reply there is a lifetime warranty. THIS IS NOT A FOAM ISSUE AS THERE IS NO FOARM ON THE BOTTOM OF THE CHAIR. Looking at the pictures you can see the level leans to the left side of the chair. The foam was replaced 10/19/21 and did not fix the problem. So this is a mechanism or frame issue. Business Response RE: Model XXXXXXX/ID #XXXXXXX-XXX.XXX Each authorized Best Home Furnishings dealer is independently owned and operated. Each store sets their own policies regarding payment, repairs, returns, and exchanges. The consumer will need to continue working with * ****** ***** Properties regarding this matter. Best Home Furnishings informed the dealer on July 30, 2021 of the consumer's concerns and advised them that we will not come between the consumer and * ****** ****** The dealer can be reached at: XXX-XXX-XXXX. We trust the customer understands the basis for this decision. Sincerely, ******* ******* Customer Service Manager Best Home Furnishings Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Best Home Furnishings response is NOT ACCEPTABLE that I need to return to the store for replacement or refund. I have tried to work with the Best Home Furnishings in *** *****, MO. I paid them to have replaced the cushion which did not fix problem. The pictures DO NOT LIE and you can clearly see the chair is defective. There is something wrong with the mechanism or frame which has a lifetime warranty guaranteed by Best Home Furnishings, *********** IN and *** *****, MO. They should honor their guarantee. The Manufacturer should be responsible for their dealers. I will be happy with this chair being replaced, repaired, credit or a refund.

*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. ↩