ComplaintsforFurniture Mall of Kansas

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From approx. August 2021 and currently, The Furniture Mall of Kansas and ********************** in ****** have lied to me about my furniture I purchased and trying to purposely deceive me. My furniture has a safety defect, had a staple coming though the fabric, came apart while we were moving, and got ripped by the furniture Mall of Kansas delivery technicians. First, I called the(FMOK) to have my sectional looked at for a safety defect. Every since this they have lied to me and made promises not kept. I finally had to record them to prove the lies and stories I was being told. I have requested to speak to someone above the manager and the manager said, there was nobody above him.

  

  Business response

  11/03/2021

  Business Response /* (1000, 8, 2021/10/05) */ This is a service issue that is in process of being resolved as highlighted below. As a local small business we would never lie or mislead any of our customers for lots of reasons including it would be very bad business. We are confident we will be able to complete this service to this customer's satisfaction. On August 20th a technician was sent out to guests home to assess the issue guest had with the metal between two cushions. Our technician assessed there was nothing that can be done to the loveseat since that is how the furniture is made. Customer Care manager reached out to ****** corporate to make sure piece was not defective. ****** confirmed if a person reaches down between cushions then metal can be felt. Guest had said technician told her it was unsafe. ****** store requested service was sent back out to re-evaluate furniture. August 23rd a senior technician was sent out and had the same assessment that furniture was made correctly and advised to keep arms away from space between seat cushions. Guest had then wished to speak with several managers at *********************** and Furniture Mall of Kansas. Guest also said 2nd technician told her furniture is unsafe. Both techs disagree to saying that. Guest then moved to a new home and upon moving damage to the furniture was done. Service department was asked to assess new issue and help. The service department informed guest that Furniture Protection Plan purchased for set does not cover moving damages but we would send a technician out again to see what could be fixed due to unhappiness with result of previous issue. On September 7th a technician was sent out and assessed wedge had serious frame issues and several areas on the fabric had rub marks. Furniture would have to be picked up to fix frame issue. September 15th sectional piece was picked up for repair and delivery drivers had let guest know that there was an additional tear to fabric that happened when taking the piece from guest's home to delivery truck. Sectional piece was brought in and frame issue was completely fixed and fabric issues were fixed to best of ability from shop technician. With frame issue fixed, delivery back to guest was set with the expectation that once fabric arrives, Furniture Mall would pick up sectional piece again to complete fix of fabric issues. September 21st delivery back to guest was attempted, however guest refused delivery due to the appearance of the fabric. Sectional piece is currently in the shop at Distribution Center waiting for the fabric to arrive to correct issues. Consumer Response /* (3000, 10, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Short and simple I have recording of these technicians when they arrived at my home and their comments. They are not favorable for Furniture Mall of Kansas and that's why they asked me for the recordings to make sure of what their staff said to me. Their technicians scuffed up and tore my furniture, it was not like that when they arrived to pick it up. I have recordings of the technicians talking about how good of condition my furniture was in and they took pictures of it. They said, it could be resold easily. I was upset at first because of the defect that cut my husbands and grandsons hand initially. I reported this and asked for help several times. Then they would say that the technician said, there was nothing wrong with the furniture and not a defect. We just need to keep our hands on top and not in between the cushions. That's crazy talk!!! But my recording says different and the technician clearly says it a safety issue for you. Then he said, I will talk to them and explain it to them. He proceeded to take pictures to show it could be resold. I trusted what these people were saying and promising. Just terrible customer service all around! Furniture Mall Of Kansas has lied and have not been very honest with me at all. They tried to get me to purchases more furniture, but at a discount and not resolve my issue. I tried to get be reasonable with them and asked for help and they continued to pass the buck, lie, and be tricky with a customer. I also, have the recording of the technicians that damaged my furniture admitting what the had done. I have an appointment tomorrow to go look at the furniture repairs and decide if it's acceptable. I will be sure to let you know how that goes. I hope it's good and we can move on from this situation. I'm just praying they haven't lied to me again. I need my furniture. Thank you for your help with this matter. Mona ***** Business Response /* (4000, 12, 2021/10/21) */ After receiving the upholstery necessary to fix the issues with the piece, our shop technician reupholstered the necessary areas. The guest then came to inspect the piece at the warehouse before re delivery. Final touch ups were done to the piece to the guest's liking and then it was re delivered on October 14, 2021. Delivery went smoothly and guest now has their furniture in good condition at residence.

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