ComplaintsforFrankfort Discount Warehouse

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-22-23 mine husband was gettinga recliner He paid 317.99 for it BUT went he got home it was a used recliner it's got paint around handle where you put it up at tore spots .foot stool will does not stay up..thinking it would be a new chair not USE one.i have call five or six times to frankfort discount warehouses .She did not even tell mine husband that it was used..we feel like that should made it right..but on the receipt it's said as is clearance special order I don't order please us k. WHO WANT TO BUY A CHAIR THAT BROKE NEXT TIME I WILL GET WITH HIM THANK YOU

  Business response

  01/16/2024

  This customer purchased a recliner and understood it was a clearance model. It states it on the ticket with an arrow drawn to have them sign. They also signed the ticket stating that they received their merchandise in good condition. Customer called a few days later and stated they didn’t like the swivel and it’s too large and their feet didn’t touch the floor. I let them know unfortunately all sales are final as they signed on their ticket.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never received to bed side tables and was told I would get reimbursed. Still have received the money. They were 250 a piece.

  Business response

  11/27/2023

  This customer has received their refund. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  27 Oct 2022 ordered a chair and paid a required deposit ($150). I was told item should be here in 7 - 21 business days. On 14 Nov 22, I visited store and paid $100 towards deposit. ***** "secured" the chair and once again told 7 - 21 business days. During my monthly visits to check on chair was told nothing, but ***** kept asking if I wanted to pay more towards chair - I didn't. Finally, on 13 Jun 2023 I advised to cancel my order and requested a refund. ***** advised special orders are non-refundable. ***** said she will "try" to get my refund in 7 - 21 MORE business days. I guess as a customer I am on the hook for this chair no matter how long it takes, months years? After 30 or 60 or 90 days I am not responsible as a customer. During this whole 8 month time I never once received a phone call or anything with updates. I want my money back and will never go in that scam rip off store again!!!

  Business response

  06/23/2023

  The customer signed a layaway agreement (see attached) that when the merchandise was paid off they would receive their merchandise and there is no refunds on layaways. 
  When the Customer stated they wanted to cancel their layaway We informed them of the agreement that they signed that there were no refunds on layaways but  we would give them a store credit for the amount of money that they paid if they didn’t want to pay off their chair.

  Customer response

  07/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: This item was a special order item not a layaway. The store made me put 150 down payment for a special order item, than changed it to layaway. I put another 100 down because she "secured" the chair. My chair never came in! This is a scam because my chair never arrived!
  
  Sincerely,
  
  **** ****

  Business response

  08/08/2023

  This customer has received their refund even though it is not our policy to give refunds on layaways.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  01/30/2023

  ***** ****** 

   

  To Whom may concern,

   

  We tried to do everything that we could to please *** ****** from the beginning like we do with all of our customers but When ** ****** came in smelling of alcohol and complaining about “what he heard about us”we probably should have not sold to him then knowing he was possibly going to be an issue but we try to do all that we can to go above and beyond for all our customers no matter what.

  *** ****** filled out an application for employment and picked a special order fabric With his wife and signed off on everything (fabric code and style see below) and after the first week he was coming in again smelling of alcohol loudly demanding where his furniture was and causing a scene in front of other customers asking “why we didn’t hire him”. He did this several times and was even calling the store repeatedly Wanting to cancel because he doesn’t like the way we treat him? The owner then called *** ****** directly that afternoon and explained that *** ****** custom order was within the time frame that he was quoted (where he signed off on in agreement) and as soon as his merchandise arrives in we will deliver it directly to him but unfortunately we couldn’t hire him at this time. 

  ** ****** then stated “if it ain’t right I ain’t takin it” and hung up.

  Once his merchandise did come in we tried to deliver it and our delivery drivers stated *** ****** was seemingly intoxicated and offered them beer. 

  To no one’s surprise when they set up his furniture *** ****** became irate stating that it wasn’t the right fabric. We had him Come in and we showed him that The fabric that he signed off on was the same one he received along with showing him ALL the fabrics that we have to choose from even Giving *** ****** the option to pick out something else as he used what he originally ordered as a loaner (even though this is against our policy) but he still said he wanted his money back, bellowing “why do you still have that now hiring sign in the window” we even offered lamps and store credit to get him to fulfill his signed contract with us.

  We put in a refund request and asked to put his money back on his credit card but then he stated he lost his credit card. 

  *** ****** then Asked to put it on his wife’s credit card even though he made payments and from another card we put the full Refund amount on his wife’s credit card (see wife’s signed slip below) now he’s calling intoxicated repeatedly even having family members now call our store and coming in stating he “wants his money”.  

   Again we go above and beyond for all our customers but unfortunately there are some people that you cannot make happy no matter what. 

  Now we are stuck with *** ****** unique custom furniture that he picked out, signed for and agreed too that there was no refunds on special orders. 

   

  Business response

  01/31/2023

  ***** ****** 

   

  To Whom may concern,

   

  We tried to do everything that we could to please *** ****** from the beginning like we do with all of our customers but When ** ****** came in smelling of alcohol and complaining about “what he heard about us”we probably should have not sold to him then knowing he was possibly going to be an issue but we try to do all that we can to go above and beyond for all our customers no matter what.

  *** ****** filled out an application for employment and picked a special order fabric With his wife and signed off on everything (fabric code and style see below) and after the first week he was coming in again smelling of alcohol loudly demanding where his furniture was and causing a scene in front of other customers asking “why we didn’t hire him”. He did this several times and was even calling the store repeatedly Wanting to cancel because he doesn’t like the way we treat him? The owner then called *** ****** directly that afternoon and explained that *** ****** custom order was within the time frame that he was quoted (where he signed off on in agreement) and as soon as his merchandise arrives in we will deliver it directly to him but unfortunately we couldn’t hire him at this time. 

  ** ****** then stated “if it ain’t right I ain’t takin it” and hung up.

  Once his merchandise did come in we tried to deliver it and our delivery drivers stated *** ****** was seemingly intoxicated and offered them beer. 

  To no one’s surprise when they set up his furniture *** ****** became irate stating that it wasn’t the right fabric. We had him Come in and we showed him that The fabric that he signed off on was the same one he received along with showing him ALL the fabrics that we have to choose from even Giving *** ****** the option to pick out something else as he used what he originally ordered as a loaner (even though this is against our policy) but he still said he wanted his money back, bellowing “why do you still have that now hiring sign in the window” we even offered lamps and store credit to get him to fulfill his signed contract with us.

  We put in a refund request and asked to put his money back on his credit card but then he stated he lost his credit card. 

  *** ****** then Asked to put it on his wife’s credit card even though he made payments and from another card we put the full Refund amount on his wife’s credit card (see wife’s signed slip below) now he’s calling intoxicated repeatedly even having family members now call our store and coming in stating he “wants his money”.  

   Again we go above and beyond for all our customers but unfortunately there are some people that you cannot make happy no matter what. 

  Now we are stuck with *** ****** unique custom furniture that he picked out, signed for and agreed to that there was no refunds on special orders. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I checked the box for the issue occurring within the last 12 months, but I placed this order on 4/14/21. I placed an order for a bedroom suite on 4/14/21 and was told it would be delivered by August 2021. Well, it wasn’t ready by then and even several months after that, they still couldn’t even give me an eta on its arrival. Well sometime in 2022, we made the decision to try and find another suitable set that was similar. Long story short, months of this back and forth and never any closer to placing a new replacement order. So it got to the point where I requested a refund due to no eta on my current order that I had paid in full from the start, and no success on a replacement order. I asked for the refund on 4/28/22 and the sales representative **** put in the refund request (**** has been the person working on this with me through the whole process. She has been EXCELLENT but just not getting anywhere on the solution). So on 5/13/22, I talked to **** once more for an update on the refund. She submitted the request again and notified her office that it needs to be a check and not put back on the credit card due to the card already being fully paid off. Talked to **** again on 6/3/22 and she once again submitted the refund request. So here I am a month and a half after requesting a refund and still haven’t gotten my money back yet. This has been an extremely frustrating situation and I just want my money back and be done with it. It’s been well over a year now that they’ve had my full payment of $2,516.93 and I’ve got nothing to show for it. Can you please help me get my money back? I can even do direct deposit instead of a check by mail. I just want this resolved and I need the money to pay off the new bedroom suite that I ended up ordering (and already received I might add). I’m already due for payments on it and I need this refunded money to pay on it. I have been really patient but I’m ready for this to be resolved and I’m not getting anywhere with them.

  Business response

  06/27/2022

  This customer has their refund not sure why we are receiving this. 

  Customer response

  06/27/2022

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

  It’s just funny how they act so surprised they are getting this complaint, acting like they gave me a refund a while ago. I just received the refund this past Friday. I’ve been waiting for over a month for it. Also noting that my complaint with BBB had been submitted over 2 weeks before they decided to reply to it.  And they also ignored messages I sent to the company twice about not receiving my refund over this span. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a sectional and a protection plan from here May 2021 and about 6 months later it started breaking and falling apart. So January 2022 I called the store to get the number for the protection plan and **** answered the phone and stated I was still under warranty. She asked me to send her pictures which I did January 24th 2022. It's almost April I still nothing! I went up to the store yesterday because as we were on the phone she stated she was going to give me The number to the manufacture so that I can talk to them about what's gonna happen with my furniture then she decided to tell me that she is going to end the call because I was speaking rudely as I was trying to tell her that the couch either has staples or nails in it and it is sticking my children she hangs up so I go to the store she still near the door and tries to make me go outside she told me if I don't go outside she's going to call the police and she did and she lied to the police and I didn't get anywhere because the police didn't believe me I said I just wanted a refund because I'd rather not deal with this store by any means she told me that they don't give refunds all sales are final but she gave my cousin a refund. Mind you I paid full price upfront for everything I bought.

  Business response

  05/11/2022

  Business Response /* (1000, 8, 2022/04/11) */ Ms. ****** had called and informed me that there was some damages to her merchandise. I asked for the proper information that I needed to send to the manufacturer. January of 2022 I had received the information that was requested. The manufacturer had offered to swap out her sectional for her. I told mrs ****** that it will be replaced but she kept insisting that she wanted to know when. Due to COVID it is extremely hard to quote any time frames. I had told her 8-12 weeks but that is when she started screaming at me and telling me that that was too long to wait. I asked her multiple times to stop screaming at me or I would have to end the call. She would not stop screaming at me so I had to end the call. As I was working with another customer mrs ****** had come to the store and started screaming and yelling vulgarities at me. I asked her to step outside because there was another customer in the store and I wanted to talk to her without any distractions. She persisted to scream and yell at me. At that point I told her if she could talk to me with respect I need her to leave or I would have to call the authorities. Unfortunately she would not and the cops had to be called. Consumer Response /* (3000, 10, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) She did not tell me when the sectional was coming! She told me that I was getting a replacement and I said when she said she didn't know because it had nothing to do with her! She called the police and lied and I have a witness to prove that. I also called to get corporates number which she never gave and insisted on me going to the website and fill out the form which I did and never got a call! She will not allow me to speak with anyone that's over her. And about the new sectional where are they going to deliver it to? She doesn't have my new address and I don't feel comfortable giving it to her being that she called the police and lied there's no telling what else she'll lie about. I've been being patient it's been 3 months and all **** has been doing is lying and giving me the run around. I'm tired of dealing with this back and forth stuff it's unprofessional and the worker is unprofessional.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A recliner had a tear in the back right a year from delivery. I reported the problem to the store on 10/07/2020. I followed up with pictures showing the problem. I was told the furniture was under warranty even though I had also purchased a Protection Plan. In January of 2021 a repairman shows up for repair, but was told a wrong part had been ordered. Shortly thereafter a love seat purchased at the same time began ripping also. I have contacted the store every week and keep being told the furniture manufacturer is working on it and have expedited the parts. Still waiting. I have even contacted ************** with my complaint and still nothing. I either want a full refund for all 3 pieces of furniture or new furniture.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/27) */ Mrs. ******** has been informed that the parts are coming in and we are scheduling a technician to come out to her home as soon as possible at no charge. We apologize for the delay but unfortunately due to covid its been hard to get a lot of raw materials. Mrs. ******** does understand and is happy to wait for the repairs as of October 27th. Consumer Response /* (2000, 7, 2021/11/04) */ The repair service arrived today and repaired both the recliner and the loveseat to my satisfaction. Thank you so much for your assistance in this matter.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a king size bed frame for $318 on May 5. We were told it would take 10 to 12 weeks to deliver by the beginning of September it has not arrived and we requested a refund. As of October 13th was our third attempt at getting our refund and still being told it would come through corporate after being told it would only take 10 to 14 business days.

  Business response

  11/09/2021

  Business Response /* (1000, 8, 2021/10/25) */ This customer has received their refund not sure why we are receiving this.

*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. ↩