ComplaintsforLexington Overstock Warehouse

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had went to lexington overstock on March 23rd to purchase a dresser. I was told it would take 2 weeks at most. On April 17th I was told the item is damaged and asked how I would like to move forward. I said I wanted my money back to purchase elsewhere. I was then told by the customer service manager that if he decided to give my money back he'd take 15%-25% "or just whatever he felt like". When I said I wasn't okay with that, without knowing an exact amount then the customer service manager told me he'd keep the dresser and I wouldn't get my money back he'd just give n me store credit but didn't want me in his store. Here it is May 10th so no dresser but the money was taken out of my account 3/24

  Business response

  05/10/2024

  **** ***** purchased from us near the end of March with an eta of 2-3 weeks.
  The original dresser arrived within that original eta given & as soon as it arrived we contacted her to schedule delivery.
  Upon prepping the product for her delivery it was discovered to have concealed damage by the manufacturer so we contacted her.
  Since the damage was slight & cosmetic she could keep for a discount or we could get her a brand new dresser straight from the manufacturer with an eta of 2-3 weeks.
  She chose to continue with the new dresser & the eta of 2-3 more weeks.
  **** ***** contacted us the day before the 2nd dresser was arriving in our warehouse to cancel (still within that estimate).
  We do work on an all sales final & we unfortunately we cannot control when items arrive in damaged by the manufacturer however we do guarantee a brand new one to the customer.
  **** ***** very quickly into the conversation expressed she would be disputing the charge with her card to which we take very seriously.
  **** ***** can come in pay cash for the dresser, & speak with our store management directly as we still want to help her.
  She would not be able to get the dresser however with the continued threat of a chargeback.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Restonic hybrid anchorage mattress on 6-23-23. Advertised as a soft mattress. This is a firm and not soft. After going through the store to see if anything can be done, a quote on quote claim was filed because they said that was all they could do. Obviously, it was denied. Frustrated, I reached out to Restonic myself and they were nice. He sent me another one and it still has the same results. We are in pain and buying another mattress with no compensation. Should be compensated.

  Business response

  08/05/2023

  When *** ********* submitted his warranty claim we forwarded everything over to the manufacturer since it is their warranty. They denied the claim.
  *** ********* then contacted the manufacturer directly & upon contacting them they decided to go ahead & replace the mattress without informing us.
  The mattresses *** ********* purchased only comes in one configuration & construction materials.
  After *** ********* brought the same issue to our attention the 2nd time “Via Google review” we again forwarded it to the manufacturer directly & the manufacturer denied the claim.
  When it comes to warranty claims we as the retail cannot control what the manufacturer decides to honor or deny. We will however always do everything within our power to help in any way possible.
  Because it was denied by the manufacturer “Restonic” we will not be able to accommodate *** *********’s request for refund.

  Customer response

  08/08/2023

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

  Mattress we received is firm and not like what is advertised in store.
  
  Sincerely,
  
  **** *********

  Business response

  08/08/2023

  We tried to submit it again to the manufacture, however they are still rejecting the warranty claim.
  Unfortunately the manufacturer has denied the claim.

  Customer response

  08/08/2023

  
  Complaint: 20421459
  
  I am rejecting this response because:

  The store could do a refund or store credit.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the store early December to look at couches. We found one that we liked, but it was not the model they had on the floor, so we had to do a custom order. That day, there was a ******** ********** game on TV, so the two people working at the counter were far more worried about that than they were helping the customer. Instead of helping, they just handed me a sheet that had different configurations and went on. I went and measured, I told them the dimensions that I needed, they wrote up a quote. I went home and measured again to verify; I even had a couple of others help measure to make sure. The couch came in today and it is completely wrong. The layout I chose was to be 63" on one side, and it came in 106" long. The wall is only 65" long before you reach the doorway. I called the store, spoke with the manager and he said I was out of luck. He stated that the salespeople go over the measurements thoroughly, when clearly, they did NOT, and if they did, who with? Now I am out $2,000 for a couch that still has the tags on it. Do not shop here, if you do, do not expect to get help from anyone. I will never step foot in this store again.

  Business response

  01/26/2023

  *** ********* is sorely mistaken on several points.
  We work on an all sales final basis & this would have been gone over in-store at the time with the customer. ** ********* was given one of the tear out catalog sheets provided by the manufacturer which lists the dimensions of each piece. A Quote was made for *** ******** at that time. Later on 12/06/2022 *** ********* messaged in to our text line wanting to place the Quote. We sent a copy of the quote to him via text & he confirmed everything was correct. We then proceeded with payment & emailed him a copy of his receipt.
  After delivery was made today 01/26/2023 & signed for he contacted us stating that he was written up for the wrong piece.
  The item on the order was the same item/s confirmed, delivered & signed for. 
  It is the consumer's responsibility to ensure the items will fit their intended space. This is also listed on the signed paperwork:
  *__ I hereby agree that all items listed on this receipt have been thoroughly inspected by myself and I have received the correct items as listed on this receipt in mint condition without defect or damage. I agree any discrepancies, incorrect items, defects or damage discovered after I have received the items is solely my own responsibility, and I will NOT hold Lexington Overstock Warehouse or the third-party delivery service liable for their replacement or credit.
  
  Every order is gone over very thoroughly to make sure the correct items are on the order just as the customer wants them especially special ordered items.
  We would love to help *** ********* however we are unable to accommodate return & refund since it was signed for & is now in their home. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I originally purchased a couch and loveseat set from Lex Overstock Warehouse (LOW) in Feb 2019. We also purchased the 5 year warranty that applied to anything that could go wrong - from mechanical to a dog destroying the items (their examples - not mine). We were NOT given a receipt for the warranty or the purchase - only a box containing cleaning solution. The couch and loveseat were delivered without issue. In 2021, I contacted them because the one of the couch recliners was beginning to have issues and I wanted to use the warranty. They told me I had to go through a 3rd party for the warranty. Because I had no receipt, the warranty company would not work with me. I was able to get a delivery receipt from LOW in April 2022 that showed the purchase of the warranty - but that was NOT sufficient for the warranty company, because the original warranty company had gone out of business when I purchased the set and warranty (so the warranty was invalid). I then asked that LOW cover the warranty issues - they finally agreed to do so and had the parts shipped to my home. NOW they are telling me that they will not pick up the couch for warranty service OR send someone out to fix it - I have to have a truck to bring it in and pick it up when finished OR I have to PAY them to come get it and deliver it once it's repaired - IF the parts are even correct that they shipped out - if they aren't, I'd have to come get it until the correct parts come in. They say someone could come out for repair, but WE would be responsible for the cost. This is unreasonable - there is a warranty for a reason - the cost to get the item to them and back should be covered or for them to send someone out for repair. My warranty expires in Feb 2023 - and I feel like they are trying to avoid having to honor the warranty and just force us to buy new. At this point, we will not be purchasing from them again if this is how they back up their items.

  Business response

  12/13/2022

  The manufacturer’s warranty is only for one year after the time of purchase.
  It is the consumer’s responsibility to keep record of all their protection plan information at the time of purchase. Without that information there is nothing the protection plan can offer.
  We have & still are going above & beyond by offering **** ********* our services by getting the parts needed for repair, also utilizing our facility & technicians on staff for the repair. 
  Neither the manufacturer or the protection plan offer transportation of the item to a repair facility & we do not offer house calls.
  The only thing the customer has to do is bring in the piece & we would be happy to help in its repairs.
  We are still going above & beyond to try & help **** ********* as best we can given the circumstances. She can bring in the piece to our warehouse & we will have it repaired by our professionally trained technicians, on Staff & free of charge.

  Customer response

  12/14/2022

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

  I was NEVER given a receipt for the purchase - I was told it would be emailed and it wasn’t not. Then I was told the receipt was in the box with the cleaning kit that was given to me for the warranty - the box had not been open until I went looking for the receipt - and there was no receipt in the box. Also, the “warranty company” that my warranty was for went out of business in 2018 - per the current warranty company and they would not honor the warranty if there was a receipt because it never should have been sold for a company that was out of business.  

  I simply want to get my couch repaired - I am willing to split the cost with LOW to either have someone sent out OR to have someone pick up the couch and redeliver it once it’s repaired - I believe that this is a fair compromise  

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

  Business response

  12/15/2022

  We have & will continue to offer our assistance in repairs at our facility however it is the consumer’s responsibility to secure transportation in all cases.
  We do not offer house calls.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 6 weeks ago I bought a narrow chest of drawers, and mattress and frame. Within 10 days we received the bed. They said the chest of drawers was damaged. So they would order the chest. I waited 3 weeks, called and they said 2 more weeks. I called again and Overstock said one more week. It was supposed to be delivered today. I live in a gated community. To get in you have to call my unit number the delivery person has to use a call box so I can push a number for the gate to open. The delivery person never did that. They called my cell phone which my wife had at the time and was not here. Now Overstock wants to charge another $69. to deliver the chest. The chest only cost. $200. I told them I would complaint to the BBB. The guy I talked to was Isiah. He said go ahead. I don't want to pay the delivery charge. To reorder the chest of drawer. I don't have a way to get the item myself. I waited 6 weeks for them to deliver it. I will never buy anything from them again. Thanks.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/19) */ The customer came in-store & talked w/ the store manager. The miscommunication occurred due to bad information on file & this issue has since been resolved. Consumer Response /* (2000, 7, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very satisfied.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am complaining about the customer service. I bought a sofa and love seat set (order #XXXXX) and received on 2/29/2022. When I unwarp all the packaging and found a 6" long loose section on the top of the sofa back panel. I contacted them the next day 3/1/2022 and filed warranty submission with description and pictures. I was later on asked to bring the sofa back to their warehouse for manufacturer technician to repair. Sofa is not a small thing to move and transport from my house to their warehouse. I think this is ignorant to customer. After back and forth communication, they offer me to send the technician to my home to do the repair for a fee. I do not agree with that. I should got repair service at no charge for a brand new item or compensate me to find my own service.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/14) */ Contact Name and Title: ****** -CS. Management Contact Phone: XXXXXXXXXX Contact Email: ******@lowcorporate.com Here at Lexington Overstock Warehouse we work on an all sales final basis & do not have any warranties with any of the items we carry. We do however honor all manufacture warranties with the items. The manufacture in their warranty does not cover transportation of either the item to a repair facility or for the technician house call mileage. Unfortunately Mr ***** does not agree. We are willing & able to help him, however we would not be able to accommodate his expectations or request in compensation since the items were signed for upon pickup stating "____I hereby agree that all items listed on this receipt have been thoroughly inspected by myself & I have received the correct items as listed on this receipt in mint condition without detector damage I agree any discrepancies, incorrect items, defects or damage discovered after I have received the items is solely my own responsibility, and I will NOT hold LexingtonOverstockWarehouse or the third-party delivery service liable for their replacement or credit." Mr ***** can reach out to me directly if he has any questions. Consumer Response /* (3000, 7, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with that. I was told at the sale point and when picking up just verify whether the color, style, and the main items match what you ordered/purchased and I did and they do match. I specifically asked what if I found issues later on, and was told I can simply contact them. So, not checked in that kind of details and it seems impossible to achieve that unless remove all the packaging and plastic wrapping, which I prefer to keep them on to protect it clean and in good shape during transportation. It's new and still under warranty. Business Response /* (4000, 9, 2022/04/19) */ Correct however after an items leaves our possession we cannot be held liable for it afterward. It is new & still under warranty however the manufacturer does not cover transportation & that is not something we offer since we do not carry any warranties. Mr ***** chose to pickup himself instead of utilizing our in-house delivery which would have included full setup. We are more than willing to help & assist Mr ***** since we have professionally trained technicians in our warehouse. All he would need to do is bring it in to us. Consumer Response /* (4200, 11, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that's an excuse. First of all customer has their own choice of transportation to avoid the delivery fee. Secondly, even if you do the delivery and setup, we probably won't spot that place right away. So, that does not make a difference. Third, it is absolutely ignorant to ask us to bring the sofa to your warehouse for repair. That means I'll have to rent a truck and get someone help me load it and take it to your warehouse. After they repair, I'll have to rent a truck again and get someone help me pick it up and unload and move back into the house. Do you think this is the way to treat a customer? Business Response /* (4000, 13, 2022/04/20) */ Unfortunately we do not have any warranties with any of the product we carry however we will honor all manufacturer warranties. The manufacturer will cover Parts & labor however they do not cover transportation & that is not something we are able to offer. We are willing & able to help & assist however we are not able to cover what Mr. ***** is requesting. Consumer Response /* (3000, 20, 2022/05/02) */ I disagree. If customer care is important to you. If transportation is not covered under warranty. Then, they can always send a technician for a house visit when they come to your warehouse. It's less than ten miles and no transportation is involved. Business Response /* (4000, 22, 2022/05/02) */ We have reiterated our policies numerous times. We are sorry Mr ***** disagrees, but this is a black & white issue. Our offer to service his claim if he transports the items to us still stands. If he would rather have an in-house service call, they would charge for that. Consumer Response /* (4200, 24, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok, I have reiterated my standing on this as a customer. The end story is the customer needs to pay for a repair of a defect product from day one even though it is under warranty.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went into LOW to look at bunk beds for my son. I was told there were none on the floor and to go to **************** to look at them and come back and I could buy them for the reduced price. I went to ****** looked at them and returned to the store 3 days later after working night shift as a nurse. I pulled up the bunk beds I wanted on the LOW website while I was in the store and showed the man helping me the picture and said I wanted to purchase them. He went to order them on the computer and then told me the price had gone up. He went to speak to his manager. The bunk beds were listed for $569.00 with a "warehouse sale price" of $378.00. He came back and said the price of the bunk bed had gone up but the had not gotten around to changing it on the website. I asked if they would honor the online price and they said no. They are currently listed on the website for $1149.00 with a "sale" price of $768.00. I expressed I was very upset that they were changing the price on me in store when I could actively see the price as $378.00 on the website. The man helping shrugged his shoulders so I left. I called and asked to speak to a manager and spoke up Abe. He was very rude. I said I understood that the price went up but had I not brought it to their attention several people could have purchased them online at the reduced price so I thought they should honor what I was seeing online. He refused. He said it wasn't his problem I was going to have to pay more and didn't know why I would expect those company to loose money on me. I said because it's the honorable thing to do if you make a mistake, to follow through and then change it going forward, he refused. I said I had worked and I'd have never have come to their store knowing that was price. I even told him I was told by a sales person I could leave and go to ****** and come back and purchase them for the $378.00. He still refused to help me. I have never been treated so poorly.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/12) */ We are sorry for the inconvenience as we know it is very frustrating. The pricing error on our website was an oversight due to the unprecedented number of price increases we have received from our vendors in such a short period of time due to the inflationary forces affecting the furniture industry. But, per the terms and conditions listed of our website (https://lexingtonoverstockwarehouse.com/terms-and-conditions/), we reserve the right to deny order requests based on pricing errors. Again, we apology for the pricing issue, and our offer of a discount off the corrected pricing for her troubles still stands. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand errors are made but I as the consumer should not have bear the cost of your errors. Had I not brought your own error to your attention many could have been orders online at that price before it was caught. Every decent company honors advertised prices, even if an error is made then changes or corrects the mistake going forward. This type of treatment shows the true colors and morals of your company. Business Response /* (4000, 9, 2022/04/14) */ When it comes to our online site we do not automate it as most do since items are being grabbed up continually & on a 1st come 1st serve basis. For this reason we personally handle each online order that comes in. If any had placed the order for it we would've seen it before running any payment & the error would have been corrected & we would be having this conversation with them. No company can say they are without errors nor do we. We do reserve the right to deny any order requests based on pricing errors when they occur. This is clearly set forth in our terms & conditions (https://lexingtonoverstockwarehouse.com/terms-and-conditions/). We pride ourselves on giving the most affordable pricing as possible, however there are limitations of what we can offer. Again our deepest apologies for the error. Consumer Response /* (4200, 11, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I researched several other furniture companies and all would honor advertised prices even if an error was made. This is why I made the complaint so other consumers will know this company is not customer oriented nor honorable.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a couch and ottoman and paid $165 for delivery as we live out of county. Products did not come in at the same time - they shipped us the couch first. No issue with delivery and receiving the products separately didn't bother us. After receiving the couch, I called their customer service line to confirm the ETA on the ottoman and to make sure it would be delivered as we had already paid the $165 delivery fee - I was assured that it would be covered and shipped with no issue. Once the ottoman was available they contacted us and said we could either come pick it up or that we would have to pay an additional $100 to have it delivered, even though we had already paid $165 for delivery and were told by their customer service that the ottoman would be delivered with no issue. At no time during the transaction were we told that products shipping separately would incur an additional delivery fee - it was not stated to us by the sales person, listed on the invoice, or recorded anywhere on their 'Complete List of Policies'. I called customer service, requested a manager call back, to give my argument for why we would like the ottoman shipped to us at no additional charge to ultimately be told by ***, Customer Service Manager, that he 'could discount the delivery by $35 and that is more than he even should do.' They do not record their customer service calls, so the conversation I had previously where the rep stated the ottoman would ship with no issue and no additional charge was moot - it became a 'he said, she said'. Had it been stated to us that split shipments would incur additional fees or had it been listed anywhere on the sale documents, we would have no issue with paying - it's about the principle of the matter.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/03/22) */ Mr. ******* was informed that we did have the ottoman in-stock & available in December, however the sectional was not due in for some time. Due to limitations is warehouse space & not being setup as a storage facility we are unable to hold items much past 7 days from arrival. Mr. ******* chose not to get the ottoman at that time so it was released & the next one coming in was reserved to him. When the sectional arrived in January we notified Mr. ******* with the expectation in the message "As soon as the ottoman arrives in we will contact you for pickup." Mr. ******* then contacted us the morning after & scheduled his delivery. We use a 3rd party delivery service & for each delivery made there is a delivery fee. Mr. ******* is about 40 miles away from our store. We unfortunately was not able to accommodate a free delivery of the ottoman to him. It was listed in the initial text that the ottoman would be subject to pickup, but even then we was prepared to do as much as we could to help, but unfortunately Mr. ******* did not want our assistance. We are as open, & honest about all our policies, & protocols, even with any 3rd party entities we use that may apply. Mr. ******* chose to pickup his ottoman 3 days ago.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a bedroom suite 8/2/21. Estimated delivery 8-16 weeks. I got everything except the footboard to my bed. Without that, I can't use the bed. Am sleeping on a mattress on the floor.after threatening the company with legal action, they suddenly found a spare footboard in their warehouse. On the day of delivery, they told me they damaged it and had to order a new one. Here I am, 2/23/22, and am being told it'll be another month to get footboard. I've had at least 15 conversations with them about this and they always give me a new estimate of arrival. I want to return my suite and get something that's in stock, or I want my footboard, or a refund. I can't sleep on the floor anymore. They refuse to work with me. They offer no refunds, so it's been 7 months and they took my money and have no idea when I'll get my product. Basically this is theft.

  Business response

  04/20/2022

  Business Response /* (1000, 10, 2022/03/15) */ We just received notification of this in the mail yesterday, March 14, the due date. Unfortunately the delays Mrs. ***** has experienced are on a global scale all due to the on-going supply chain disruptions. Everytime Mrs. would contact us for an update we would give the most up-to-date information available from the manufacturer. Mrs. ***** selected several import items & expectations were conveyed that items could be delayed. The overseas factories were shutdown several times last year due to Covid outbreaks. We have on multiple occasions worked above & beyond for Mrs. ***** in re-selection when it was not warranted, & offered numerous discounts, including offering to deliver out the remaining items, unfortunately Mrs. ***** has moved out of town, a sizable distance in-which we are not able to accommodate free delivery. We are still getting the items in from overseas shipments & upon arrival we will contact Mrs. *****. Consumer Response /* (3000, 12, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have text threads dating back to September 2021 saying my footboard would be in soon. On my receipt , the estimate for delivery was 8-16 weeks. I was never told it would be beyond that estimate. We are now 28 weeks in and I'm without a piece of furniture. Again, taking money without delivering a product is theft. I have no choice but pursue legal action. Business Response /* (4000, 14, 2022/03/22) */ Unfortunately we are not able to get it in any faster than the manufacturer is able to produce & then ship out to us. We are doing everything within our power to get it is as quickly as possible however these delays are on a global scale & are affecting every industry possible. The item which Mrs. ***** selected has been a very highly sought after series, & is from overseas container shipment. We do have this on its way however there is nothing we can do to help solve the current container vessel congestion at the ports. We do guarantee as soon as it does arrive to contact Mrs. ***** the day it comes in.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a reclining sofa from Lexington Overstock Warehouse -and it was delivered 6/3/20. The recliner is up in the air and won't go down. The company was contacted on 1/7/22 with pictures serial numbers etc and this couch is still up in the air. Lex Overstock is passing the buck on to ********** Idc who fixes it; but this product was $2125 and lasted 18 mos. Should've just went to ********

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/02) */ The customer has had the merchandise for nearly 18 months. It has been clearly explained to the customer that any claim is soley subject to the manufacturer's warranty. Lexington Overstock Warehouse does not offer its own extended warranties. As the retailer, we simply act as a liaison between the factory & the purchaser, and we always do our best to expedite any and all legitimate claims to the satisfaction of our customer. According to the factory warranty (as listed on our website & the factory's), ******* ********* Furniture will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from ******* Furniture at no charge to the original retail purchaser. After one year from the date of purchase, the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.** So, after one year, the manufacturer will pay to replace defective parts, but the customer is responsible to pay for any transportation & labor-related expenses. We have relayed all of this same info to the *******'s and are simply waiting for them to agree to pay for the shipping of said parts. So far, they have been unwilling to accept these terms. Consumer Response /* (3000, 7, 2022/02/03) */ Surely seems odd to me that I have IN WRITING about the 5 Year warranty coverage of comfort coil seat cushions/padding plus lifetime warranty of recliner mechanisms. Before I would agree to pay for labor and shipping of parts I'd want to know an exact $ amt in writing because I could perhaps go buy another couch for their price of labor/parts; especially considering the fact of their VARYING STATEMENTS. The sales person said 10 year warranty; in writing it says life time and 5 yr warranty and now they're saying 1 yr warranty. So that's a varying difference of time frames IMO. Thus, if they can give me a definite cost then I will decide if I want to proceed with the repair. A word of caution to future customers ... DO NOT BUY HERE Business Response /* (4000, 9, 2022/02/04) */ There is a warranty on the product. Like nearly every warranty on every consumer product, those warranties cover some things but not others. As with most all furniture, the parts warranty time frames exceed the factory warranties that cover shipping and labor related expenses. All of this same information is listed on our website, on the manufacturer's website, on large poster boards on our sales counters, and on the product warranty cards attached to the furniture at the time of receipt. We are sorry Mr. ******** is experiencing issues with his purchase, but it is a factory warranty and these are the factory warranty details. Consumer Response /* (4200, 11, 2022/02/08) */ The Lexington Overstock Warehouse needs to provide me with the person that they use for furniture repairs. They have declined to honor the warranties even though I have that information in writing that plainly states 5 years on seat cushions and lifetime on recline mechanisms. So they should honor the warranty They can at least send me the repair person' contact info My name is ****** ******* and I will warn every person TO AVOID SHOPPING at their store due to this issue of them not standing behind their products and warranties !!!! Business Response /* (4000, 13, 2022/02/08) */ We've attempted to explain this a couple time. There IS a factory warranty on the parts. That's why the parts will be at no cost to him. They just don't pay for shipping of parts or the labor needed to install them. We use multiple entities for furniture repair, but this is a manufacturer's warranty claim & ******* ********* prefers ******* to handle claims on their product. Our customer service staff can easily provide that contact information to Mr. *******. Consumer Response /* (4200, 15, 2022/02/10) */ As stated earlier, I am willing to pay the SHIPPING COSTS for the parts to repair the couch. Also, I have asked that Lexington Overstock have their repair person contact me to establish a time that they can come to repair the chair. I would like to have an estimate. I mean seriously the recliner and chair were $2125 and I do not want to pay $2000 in shipping and labor This has gone on well over a month now and the recliner is still not repaired. It's lousy customer service IMO. I have actually attempted to contact the ******* ********* company for assistance. Word to the wise strike both these businesses off your list because they will gladly take your money and forget you. BETTER YET Just Send me the Recliner Motor and I will cover the shipping costs and get it installed per a local repairman. That will stop this back and forth nonsense that's getting NOTHING accomplished. Signed Fed up and still up in the air Business Response /* (4000, 17, 2022/02/11) */ "BETTER YET Just Send me the Recliner Motor and I will cover the shipping costs and get it installed per a local repairman" Our customer service manager will reach out to the factory to get an exact cost for parts shipping & will reach out to Mr. ******* as soon as we hear back. Thank you. Consumer Response /* (4200, 19, 2022/02/16) */ A Custmer Rep has reached out to me from the ******* ********* Company. They are Extremely professional and super easy to work with; resolved this problem so easily. Thanks to BBB and ******* ********** No thanks to Lexington Overstock Warehouse whatsoever. Problem resolved !!! Thanks so much

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