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Business Profile

Major Appliance Dealers

Smith Appliance Center, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:11/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After purchasing a dining room table and chairs on 4/12/22, repeated problems immediately occurred with cross bracing supports falling off. Best attempts were made with securing these in place. On 10/29/22 on of the chairs completely collapsed while an adult male was sitting in it, placing the individual on top of the splintered pieces on the floor. On 11/10/2 remaining pieces were brought to the store along with the chairs that had failed cross supports. Request was for return for full refund due to manufactures / design defect. Store refused. chairs were left in their possession with no resolution. This issue needs to be handled between Smiths and the table manufacture. Full refund is what i am expecting due to the safety hazard that exist with these chairs.

    Business Response

    Date: 11/29/2022

     

     

     

    The client with ID ******** did purchase a counter height table and 4 stationary barstools on 4/12/22.  First report to Smith’s Furniture of any problems or issues with the counter stools was on or about the first week of November 2022. At this time we asked the client to return the chairs for inspection and submission to the manufacturer for repair or replacement.  On 11/10/ 22 the client returned the chairs in actual  pieces. The client stated that he would like a full refund for the table and the four chairs (the original purchase). I personally informed him that due to the length of time (six plus months-with zero known or reported issues) , I would not issue a full refund.  I also informed him that I would submit photos to the Manufacturer ******** ********** for repair or replacement and would inform him if/when the replacement or repaired chairs arrived. I submitted the photos on 11/20/22. ******* ********* opted to replace the three barstools rather than repair. The Client is aware of this, as I responded to the client’s poor google review (which is sent to the client) stating as much.  I also requested from the manufacturer a failure history on this series, and if there are any known safety issues with the barstools.

     

     

     

    ******* ********* has been a good mid-priced manufacturer of furniture with a wonderful track record of over 15 years with our company.  You will find the brand in many of the better stores in the Fayette County area. We have not experienced any issues of this severity with ******* products in that time frame.  The manufacturer has indicated no known issues of this severity with this particular counter stool and has not indicated any safety issues with this barstool when used as intended.  I am perplexed as to why these three particular counter stools would have this severe a problem out of the many that are sold throughout the United States. I am also concerned that the client did not contact Smith’s Furniture with concerns for over six months, attempted to repair the product themselves (potentially voiding warranty), and after failed repair attempts returned three chairs in pieces demanding a refund in full for the table and four chairs.

     

     

     

    ******* has agreed to replace the three counter stools at no charge to the consumer.  We are awaiting the arrival of the stools, and (as initially promised) will contact the consumer when they arrive to arrange for pickup.

     

     

     

    Upon receipt of the counter stools, we will consider this matter resolved.

     

     

     

     

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