ComplaintsforBrian's Furniture LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ZERO Customer SERVICE. We purchased a dining room set with 6 chairs in Oct 2021. We received 4 chairs and we were told we would receive them by Nov 27......the Dec 17th......still no chairs. In Dec, sadly, we were still trusting them , and purchased a love seat and 2 recliners. One of the recliners does not work and they stated they dont do repairs and they ordered a new mechanism. They stated it would take 2 weeks.....Then I called every Monday morning for 5 weeks asking to speak to owner who still on Jan 24,2022 still has not called me back. They falsely state on their webiste "100% Customer Satisfaction" which is a blatant lie. They refuse an exchange of any type, give no estimated time frame for chairs or mechanism for broken chair, all I get is a promise the owner will call me , which never occurs.

  Business response

  05/17/2022

  Business Response /* (1000, 11, 2022/02/22) */ Ms. ******* ***** purchased a dining room table and 6 chairs. At the time of purchase we only had the table, 4 chairs, and a bench in stock. We offered to loan the bench to Ms. ***** to use until her two chairs came in. Ms. ***** was informed that shipping times are an estimate and not set in stone. Ms. ***** was also informed that Covid still has an impact on production and shipping times. The chairs are still on order and when they come in Ms. ***** will be notified. Since Ms. ***** filed the case, the recliner has been picked up, the mechanism has been replaced, and the recliner has been returned to Ms. *****. We replaced the mechanism in a timely manner as soon as the part was delivered. We have no control over shipping times from the manufacturer. As soon as the chairs are delivered to our store from Ashley, we will notify Ms. *****. Consumer Response /* (3000, 13, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) My question still remain.....What will they do IF they never receive the chairs. Their repair of the recliners was wonderful. timely, and well done. So this, to me will not be resolved until I have the chairs or compensated in some way? They should at least set a doline to give me resolution by July first one way or whatever. Do they have any other chairs....What will be promised if chairs are not received in my suggested time frame of July 1st....I feel this is reasonable. When I bought the 2 additional chairs they gave a delivery date in late NOV I think My July 1st resolution date should be respected. Business Response /* (4000, 15, 2022/03/03) */ As soon as the chairs arrive from Ashley Furniture we will notify Ms. *****. As we previously explained we have no control over shipping time from the manufacturer. COVID-19 is still affecting manufacturing and shipping of goods. The chairs are still current, and they have not been discontinued. As soon as we receive the chairs we will fulfill Ms. ***** order. We appreciate her business and apologize for the delay. Consumer Response /* (4200, 22, 2022/03/17) */ This is not resolved as I stated on my last response. I still an missing 2 dining room chairs. This company still does not expect them till June . It will only be resolved when I have the chairs

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