Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  The company did not deliver all of the items purchased and has still not been able to provide us with the remaining items after calls and emails to resolve the issue.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty with on my furniture. I filed a claim for repair on my sofa. The claim was approved and part was ordered. I after a couple of months, I received an email from the warranty **** that Weekends Only was going out of business and given a phone to call to be refunded for the remainder of my warranty. I called on 12/16/2022 and was told the processed my refund and sent over for approval. Since then, I have been told many different explanations as to why the refund has not been sent to me. As of today, I am now being told that the amount of warranty refund has went down because the time that has passed, and that she submitted for approval today and so it will be 30 days from the time its actually approved. Really? Unreal. So, not only is the refund less due to no fault of my own, but its another 30 days from whenever it gets approved. She wasnt able to say when it will be approved but that maybe next week it could get approved, and then it will be 30 days from then. So what exactly did they send for approval in December then?

  

  Business response

  02/23/2023

  Thank you for your patience as we process refunds.  ***************************** refund has been processed and she should be receiving a check in the mail. 

  Thank you.

  Customer response

  03/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have not received any check in the mail from Weekends Only. Per Weekends Only response, a check had been processed and I should receive it in the mail. That was 8 days ago.
  
  Regards,
  
  *************************
  

  

  Business response

  03/16/2023

  The address associated with this customer when her purchase was made was to a PO Box.   We issued payment and sent check on 3/2/2023.
  
  She subsequently called us and informed us she moved.   With new address, we voided the original check on Thursday (3/9/2023) and have reissued the check.  We had to wait for confirmation from Bill.com the check did not clear and they were able to void and issue funds back to us. This happened on Tuesday 3/14/2023.
  
  Estimated arrival date for updated payment 3/22/2023 (due to US ************** mailing time)

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around September of 2020, I purchased a motion recliner from Weekends Only in ************' Castleton store, along with an extended warranty. I had no problem until the motor stopped working in July of 2022. I confirmed with the store that I had an extended warranty and filed a claim in August. They sent a tech out in a timely manner and she ordered the necessary part but warned me it would take **** weeks to get the part because of Covid. I waited a month and asked for a status update from the warranty company. They said the part was still on order. I waited several mor months and checked again in November of 2022. After several unanswered emails, I finally got a call from them and was told that Weekends Only was closing and I could either try to get the part from the manufacturer myself and they would send a tech out to install the part when it arrived or they would refund $22 for my original service plan charge (they had deducted the cost of the original technician visit). Now I have a chair that was over $500 and won't work, and the warranty company hasn't emailed the part information and won't contact the manufacturer themselves.

  

  Business response

  01/14/2023

  We sincerely apologize for our customers concern with their ******** warranty claim. Upon further review of the claim, we found that ******** requested Weekends Only to order a part from the manufacturer.Weekends Only placed the part order & requested an update for an estimated shipment time of the part. Weekends Only advised ******** that we are still waiting for the part to be shipped. Our warranty department has asked ******** to provide us with a status update on the claim.
  While Weekends Only is closing, ******** is responsible for honoring the terms & conditions within the customers contract. Once we receive insight on the customers claim, their claim adjuster will connect with the customer for information.
  
  
  Thank you,
  
  Weekends Only Furniture & Mattress

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an entire living room from the **************** , **. store on ******************. a couple years ago. I spent close to $3,000 on *********************** tables , 3 seat couch and a recliner. In just a few months one side of the couch had the electric mechanism go out. Since I had picked it up from the store , I was told I had to bring it back. I was not happy about that but I do understand. They were willing to exchange it for me. A few more months went by and the same part on the same side went out again. It is now past the 1 year exchange period but I was told it is still under a manufactures warranty. They scheduled a time for a repairmen to come out. So far all the communication is initiated by me. I have never had anyone call me back when I requested. I had to wait for some time for the repairman. he finally came and said a part had to be ordered. He said it was going to take 4 to 6 weeks because of Covid. I guess that's told to everybody because you can't really argue with it. It takes all the blame off the company and makes the customer feel trapped. After waiting for 3 months with no contact I realize nobody is ever going to call me. How long should I wait?? 3 months ? , 4 months? 6? , a year? So I called the store which by the way is a joke. I try to ****** the exact store location but get some kind of main number for the whole city and have to go through the entire phone maze in order to just get connected. You phone service *****. So when I finally got someone at the store , they verified my part order and told me it was back ordered. Now I know why I never got a call. They have no idea when it will be in. It's the manufacturer's problem , not Weekends Only's problem. you have a policy to do an exchange if a part has been on order for over 4 months . My couch is now out of mfg's warranty and it has been broke for 8 months!. I was on hold for 1hr and 20 min today and hung up. I JUST WANT MY COUCH FIXED!!!

  

  Business response

  09/18/2022

  RE: 18026173
  *************************
  
  I am sorry to hear about the trouble you have been experiencing waiting for the repair on your sofa.  I have reviewed your account and I see that with the sofa you have in your possession now, you reported defects to us on May 3, 2022.  Our technician came to your home on May 10, 2022 and assessed the issues and determined that to rectify the issue we would need to replace the motor and mechanism on your sofa.  The parts were ordered on May 12, 2022 and you were notified at that time that our estimated wait time to receive the parts would be 10 12 weeks.  Unfortunately, the parts needed to complete your repair are on backorder with the vendor.  Through our process we are following up consistently requesting updates from vendor.  Also, as other businesses have been affected our vendors are also experiencing delays with producing parts. 
  
  The sofa set that you purchased is no longer available,if you would like to keep the style that you have, we would like to offer you to continue to wait for the parts.  When the parts are available, we will dispatch a technician to your home to complete the repair, this would include installing the new mechanism and motor.  During our most recent contact with the vendor in mid-September they advised they are expecting to have the final part needed to complete your repair soon, but did not provide an exact date.  If you no longer want to wait, we will cover your product for an exchange at 100% product cost for store credit to reselect something else that we have available.  Someone from our Warranty Team will reach out to you no later than Thursday 9/22/22 to discuss the options further and move forward with your decision.
  
  Thank you
  
  Weekends Only Furniture   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #********* for ******* Distressed Whitewashed 9 Drawer Dresser placed on 8/25/2021. Delivered on 12/8/2021 damaged. Delivery driver took photos and said he sent the damage info in and someone will be in contact with me within 1 business day. No one ever contacted me so I had to spend countless hours on hold until I was able to get a replacement ordered. 2nd replacement Order #: ******* (Account #*******) placed on 12/16/2021. Replacement delivered 1/16/2022 with more damage than the first order. ****** took photos and said he sent the damage info in and someone will be in contact with me. No one ever contacted me so I had to spend countless hours on hold until I was able to get a replacement ordered. 3rd replacement Order #: ******* placed on 1/18/2021. Replacement delivered sometime in May or June (I don't have the exact date in my calendar because the drivers just showed up unannounced one day). 3rd replacement dresser arrived more damaged than the previous two. There's a huge hole in the bottom impacting the bottom left drawer use and the top right drawer won't close all the way and looks terribly out of alignment. Driver once again took photos and said he sent the damage info in and someone will be in contact with me. No one has contacted me and you have quit responding to my attempts to make contact with you. I've called numerous times only to sit on hold for countless hours. I've submitted the issue via the form on your website. I've left voicemails for someone to return my call. Frankly, you have stolen our money at this point. We're stuck with a damaged dresser that we paid FULL PRICE for. You've delivered a damaged dresser 3 times now! I no longer trust you as a company as you've quit trying to make this right. At this point I believe we deserve a refund so that we can just try to get the dresser repaired ourselves. Very disappointing experience.

  

  Business response

  08/14/2022

  We sincerely apologize for the defective merchandise our customer has received. Upon reviewing our customers account, we found our customer is in need of resolution from the delivery of the dresser received on May 11th, 2022. As we no longer carry this item in-stock, we wish to honor our customers request in providing a discount to keep the item as-is to be refunded with the original payment our customer used to purchase. In an effort to amend this matter, our ************* Manager left a voicemail &sent an email to connect with our customer. We look forward to providing a meaningful resolution to our customer.

  Customer response

  08/24/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. It took multiple attempts to connect with them, but eventually a partial refund was issued that is satisfactory to us since a replacement is no longer available.  
  
  
  

  Regards,

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

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from Weekends only and purchased a warranty as well. Warranty was $115 and it stated: "We will replace any items damaged by pets or humans. Our Couch has stains, tears, and rips. First off they stated I was not in their warranty system. To which we had many phone calls with their management and realized they had not entered me in. I sent them proof of credit card statements showing I had purchased the warranty. It took 3 months to schedule a technician to come out and take a look at our couch. It took another 3 months for the replacement parts to come in. They sent the wrong parts. So now I have been through the wringer with them for over half a year. Plus they did not send all the replacement parts needed to fix our couch. So our warranty is voided and they have lied about their services and that the warranty protected our purchase.I have not heard back since my last call if they are going to send me parts or what. They stated the warranty would cover the entire couch and they lied and only sent one part that was an incorrect part to fix a small part of our couch. This was over $1,000 purchase and they have been handling this the absolute worst way I could imagine.They didn't even enter the correct contact information for me or the correct spelling of my name so proving myself who I am to them has been a nightmare as well.I honestly at this point either want a full refund for my warranty or store credit to get a new couch. They sold us, lied to us, and falsely advertised a warranty program to us. The team has been terrible at communication and has done little effort to resolve our case and even when they 'tried' they sent the wrong parts and not all the parts I paid for with this warranty. They stated the warranty covered a new couch replacement and they only sent 1 cushion cover. Ridiculous and we were taken advantage of.Please help.

  

  Business response

  06/29/2022

  RE: ***************************
  Complaint ID#********
  
  I have reviewed notes on your account regarding your most recent attempt to file a claim using your extended warranty.  Unfortunately, there was a system transmittal error on your account which affected your extended warranty.  However, Weekends Only agreed to follow through with the warranty process to ensure that you would be able to be services as you hoped when you purchased the warranty.  When you initially spoke to our representative on 12/28/21, all of that information was explained.  A few topics outlined in the extended warranty terms and conditions state:
  
  This Plan begins on the date the Covered Product was purchase or delivery date, whichever is the latest date, and will provide service to You for a total of 5-Years if Your product is furniture; or 5-years or 10-years if Your product is an Adjustable Bed, as noted on Your sales receipt,
  If under the conditions listed below, the Covered Product becomes accidentally stained or damaged during normal residential use,the Administrator may, at its discretion, either send You a stain removal kit and/or engage a professional technician to service the problem at no cost to You. If the covered stain cannot be resolved, the Administrator, at its discretion, will replace the affected portion or the complete item(s).
  This Plan defines Accidental as a single, unexpected and unintentional event and does not include accumulated damage from continual or multiple events. The use of this Plan requires an explanation of where and when the accident occurred as well as a detailed description of the actual event.
  
  The complete plan terms and conditions can be located on our website: https://www.weekendsonly.com/furniture-protection-plan.
  
  When we initially received the information regarding your damages,there were multiple damages reported at once. The couch has seams tearing off,stains from food, and pets, as well as the frame in the middle section of the couch is dipping down due to someone a little heavier sitting down on it. 
  The extended coverage does not cover multiple incidents.  We still decided to open the claim to offer assistance.  There was a delay in the technician visit being completed due to staffing concerns, the technician addressed all issues that were reported.  Based upon the technicians finding, he was able to secure the frame, there was request for a chaise casing and a second visit to complete cleaning on the other multiple reported stains.  The pictures attached show a chaise casing was received, the chaise casing ordered based upon the technician report.  If the cleaning does not remove the stains, we would then move forward with order new cushions to replace the stained cushions.  If the customer does not wish to complete the process, I will approve a refund of the extended warranty cost without any fees for the customer as courtesy. 
  
  Thank You
  
  Weekends Only
  

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an adjustable base a few years ago and purchased the extended warranty under the premise that accidental pet damage would be covered. Come to find out after pet damage has occurred they deny that pet damage is covered. This is complete false advertisement and needs to be fixed immediately as now the bed can not even be used. The safety recline function that all of these beds have does not work since that is one of the sires that was damaged. you cant buy any spare parts anywhere to even attempt to fix this on your own, its ridiculous. I am looking for replacement wires for this unit is all, not an expensive item like a motor. The company ******** that is partnered with weekends only is denying the protection plan claim.

  

  Business response

  04/25/2022

  RE: *************************
  Complaint ID# ********
  
  I have reviewed your complaint and I apologize for the inconvenience.  The 10-year extended warranty that is covered under Safeware is for manufacturer defects only as it is specifically stated in the terms and condition.  Below details the specifications of the coverage on your adjustable base.
  
  1)PRODUCT ELIGIBILITY: If Your Covered Product is furniture, this Plan applies to fabric, leather and vinyl upholstery, and wood and other hard surface furniture purchased as new, which at the time of purchase included a manufacturers original written warranty valid in *****************. In order to be eligible for the manufacturer defect coverage portion of the Plan, either the manufacturers original written warranty or a combination of the manufacturers original 90 day or more warranty and the selling dealers warranty must provide at least 12 months parts and labor coverage. If Your Covered Product is an adjustable bed, this Plan applies to Manufacturers Defects as described below.
  
  However, we would like to assist if we are able to.  After reviewing the photographs of the damaged cords, we will have a cord mailed to your home at the address verified with our Weekends Only representative.  Please visit our website to view the complete terms and conditions for the coverage on your adjustable base.
  
  Thank you
  
  Weekends Only Furniture
  

  Customer response

  04/26/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, will confirm once replacement cords are received. 
  
  
  

  Regards,

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

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a couch on 2/3/22. After several delays and rescheduling, the company has now advised they cannot deliver until 4/13/22. **************** wait times are close to an hour and provide very little information and will hang up on you if you ask too many questions. Communication is non-existent with this company and no one is willing to help. They are quick to take your money but will not assist you once you pay. I am filing this complaint because the business has failed to deliver as promised.

  

  Business response

  02/24/2022

  
  We apologize for our customers connection and order issues. We would love to take a further look into our customers account to provide better assistance; however, the contact information provided does not locate an account with Weekends Only. We are asking for our customer to reply with their order number or alternate contact information so we may locate an account.
  
  
  
  Thank you,
  
  Weekends Only ****************

*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. ↩