ComplaintsforFurniture Deals

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa with the reclining chase and two recliners One which is defective I purchased it at furniture deals I have reached out to them several times they have had a technician come out and attempt to fix the issue multiple times but it was not fixed and they are refusing to replace it I have called ****** multiple times and have not been able to speak with anyone who is actually able to assist me I have been given six or seven different numbers the quality of the furniture is horrible I have a defective product and I would like to have it replaced. The quality of the material on this particular recliner is horrible the charging port does not work and I do believe that there is an issue with the frame.

  

  Business response

  05/17/2024

  The customer's purchase was made in June 2022. Her warranty expired in June 2023, but in good faith we performed and completed services in October 2023 and received no further communication from them until March 2024 when they stated that was fixed. Unfortunately, due to the time between communications this claim has been considered closed and is not up for additional review. 

  Customer response

  05/18/2024

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

  I have had constant communication with several different people from this company on multiple occasions.

  I have been advising them of this issue since the 1st couple of weeks when I first purchased this sectional. I have been getting the run around the whole time.

  I have spoken to several different people just to name a few I have spoken ****, *******, and ****** on several occasions. 

  I have also spoken to **** who is in the service department and I have also spoken to the technician. Which I was told by the technician that he could tell that there was something wrong with this recliner he never checked it out I told him I think that there is an issue with the frame he told me that it looks like it just needs padding and that he would have some order and once it came in he would come out and fix it he fixed the charging port and it broke two days later they have been repairing the same recliner since I have gotten it and it still does not work I advise them that it has to be the effective because the charging port does not work the padding is messed up it feels like the it's crooked and I do believe that there is frame issues I would like to be in contact with someone from ****** furniture directly.

  I have also requested to speak to the general manager left several messages from him and I finally got a call from him months later and the only reason why he called me is because I called on a Friday and I was finally able to get in contact with one of the managers by the name of ******* she told me that she had been given a message previously and she didn't know why I was not contacted she told me that they had a meeting that Friday and that someone would get back with me I heard from the manager by the name of ***** on Tuesday at that time I believe his attitude was a little snotty I asked him if I could speak to a manager he advised me that it was a family-owned business and that there was no one higher than him that I could speak with. I spent a substantial amount of money with this company and I have a defective recliner which I have been asking to have it replaced since I purchased it I also advised **** which is the manager that I had issues with the previous recliner and if they did not fix it then they can come pick it up this was within the first 30 days so he had the one recliner replaced I also started having problems with the other one which they did not have it replaced they just kept giving me the runaround and making up excuses saying that it was something that could be fixed there is apparently a shortage and the charging port there is frame issues as well and I have called and also I had to eventually send an email since I was not getting responses back all I'm asking is for them to replace it or fix it.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After spending 10000+ dollars the availability was explained to be delayed however after very late deliveries we recieved 1) broken furniture and 2) haven't recieved the rest of our furniture. After my wife contacted the company regarding the issue she was hung up on after asking to speak with a manager. This is not acceptable after paying cash for items that aren't available for at least 150 days. Furthermore to cancel an order that there is no way to verify if being available or delivery assumptions, they charge a restock fee.

  

  Business response

  09/10/2021

  This circumstance began today when being informed by the customer that they had found an issue with the item delivered into their home a few days ago. Being that the item could not be kept in the home due to requiring repair or replacement we informed the customer that we would need to remove it from the home and would deliver a new one when it became available. Upon being informed of this the customer had requested to speak to a manager as they preferred to keep the current item until it could be exchanged for a new one. When the CSR moved to place the customer on hold she instead accidentally hung up the phone. While she was explaining to her manager what the issue was she mentioned that the customer should be on a hold line and realized that they were no longer there. Once getting back in touch with the customer it was confirmed that we would need to pick up the item if it was needing to be repaired or replaced. If it would be preferable to the customer to instead cancel the order and send all items back we would be happy to oblige forgoing any restock fees, which only apply for merchandise that has gone into the possession of the customer, not to cancel pending orders. We will reach back out again to continue the conversation and review options. 

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 3, 2019 I purchased a Tensa Black chaise/sofa set with the 5 yr protection plan. This purchase was made using my debit card, $719.99. In essence a cash purchase. The initial delivery was problematic, the chaise was damaged and had to be replaced. Then in January of 2021 I noticed fissures forming on the chaise. This is not something that is expected in furniture less that 2 years old and is used solely by me. I live alone so there are no children jumping or playing on the furniture. I submitted the necessary paperwork and received the customary automatic computer generated response. I called and spoke to someone in the service department and they were to look into my complaint. Again no response. So I went into the store on August 26,2021 to see about this situation. The manager looked up my complaint, stated an email had been sent to me but I never received it denying my claim saying that it is normal wear and tear. I disagree with that and need help to get this resolved.

  

  Business response

  09/01/2021

  Upon review of this circumstance we have confirmed again that this item is significantly outside of warranty timeframes and unfortunately we are not able to provide replacement or repair services for it. We apologize

  Customer response

  09/10/2021

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

*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. ↩