Complaints

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.

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hurtz Mintz has an unsatisfied customer with a recent purchase of a leather sofa set; the pillows inside the couch and loveseat are different. The furniture manufacturer has sent the pads, but Hurtz Mintz refuses to install the pads while the furniture is under warranty. A representative from HM visited my home, evaluated the cushions on the sofa and loveseat, and determined the pillows were different. I should not have to spend an additional $2,000 for a couch and loveseat that cost me $8,000.00. Please, someone help me with this matter.

  

  Business Response

  Date: 12/01/2023

  Dear **************,
  
  ******************* purchased a Rosebank sofa and loveseat manufactured by Palliser Furniture that was delivered to her on 7/13/22.  She also purchased the Rosebank chair that was delivered 9/29/22.  After delivery of the chair ******************* had our customer service technician come to her home stating that the chair sat differently from the sofa and loveseat.  Due to the construction of the chair, it will feel different from the sofa.  The springs are attached on the front and sides of the frames and dont span as far on the chair as the sofa making it sit differently. This was explained to the customer. Our service tech. found no defect of the cushions. 
  
  ******************* contacted the manufacturer directly with her concern.  They confirmed that there are no manufacturing defects.  Pallisers resolution to Mrs. ******** complaint was:
  
  Since the customer is claiming that there is a different compression on the seat cushions of the sofa and loveseat compared to the chair, for customer relations, Palliser will provide the replacement seat cushions of the sofa and loveseat at no charge, however, cost of labor to replace the seat cushions is no covered by Palliser.
  
  This has been thoroughly explained to ********************  She is aware that the cushions were sent as a one-time accommodation and we will not be paying to install them.
  
  Sincerely, *************************
  
  Sales Manager
  Hurwitz Mintz Furniture
  1751 *************
  ********, **  *****

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I recently discovered the barn door was not installed correctly and created a groove into my tall chest. I have two of the same chests. The other one is NOT like this, this has to be an install issue. The door is now completely not functional. We are both older individual, my husband has a bad knee. Crawling on the floor and noticing this ahead of now would be impossible. This furniture was purchased after our home was destroyed from ***. This is why we have two of the same pieces and can compare the two despite how difficult it is for older people, one with a bad knee, to lay on the floor and compare the two chests.I would have never believed a decent company like this would sink so low as to abandon their customers.

  

  Business Response

  Date: 11/01/2023

  Dear *************, 
  This letter is in response to BBB complaint #********. ******************* purchased bedroom furniture manufactured by ********* from Hurwitz Mintz Furniture *** that was delivered August 13, 2022.  On October 31, 2023 she contacted our customer service department about the door on her sliding drawer dresser stating that it has stopped working.  She was informed that the factory warranty had expired as it has been over a year since the furniture was delivered and we do not perform service on furniture after the warranty has ended.  Here is ********** warranty:    

  
  Magnussen Limited Warranty
  Magnussen warrants your products against defects in materials and workmanship when purchased directly from ********* or a ********* authorized reseller. This warranty is extended only to the original end-use purchaser or the person receiving the product as a gift and shall not be extended to any other person or transferee. The warranty is valid from the date of retail purchase for a period of 1 year. In the case of a covered warranty defect, Magnussen will, at its option:
  (A) repair the product using new parts.
  (B) replace the product with an equivalent new product.
  This warranty does not cover defects or damage arising from improper use or maintenance, normal wear and tear,commercial use, accident or external causes. Unauthorized repair, modification or customization of your product voids this warranty.
  
  ******************* was provided with contact information of a qualified furniture repair person who could inspect her dresser and possibly perform repairs for a fee as it is no longer under warranty. 
  
  Hurwitz Mintz services furniture according to the manufacturers warranty. As stated above this company has a one-year warranty against manufacturing defects. 
  
  Sincerely,
  *************************
  Sales Manager
  Hurwitz Mintz Furniture
  ************************************************, **  70001

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have two of the same pieces. When one recently broke we began inspecting and comparing the two pieces that are the EXACT SAME ITEM. It is blatantly clear the still functioning chest door is installed in a track VERY differently than the now broken chest door. The incorrectly installed chest door that is now broken was chewing into wood for a year ( until it gave way last week) and not installed in the track like the other, identical chest is installed into. As the chest door was functional until the wood gave out, there was no way to discover this issue prior to the wood breaking. 

  When I spoke to customer service, I requested a cost share. I said I would pay for A PORTION of the repair, but not the entirety as anyone can CLEARLY compare the two chests and see the differences. I feel this is extra manganous on my part, as we should not be held accountable for a bad install. 

  I further explained to customer service despite the ******************** being delivered over a year ago, it has not been used for a full year. We had to wait for the contractors to finish the rebuild of our home that was destroyed by hurricane ***. 

  I also requested from customer service for someone to come out to my home and look at how differently the two, extra same chests are installed, then they would finally understand my point.

  They very rudely made it abundantly clear no one will help you the nanosecond the warranty expires. I would honestly expect high dollar furniture to last longer than a year, or for a company to stand by their products they represent. Not drop them the second a year is up. 

  Regards,
  
  *************************
  
   

  
  

  

  Business Response

  Date: 11/02/2023

  Dear **************, 

  Hurwitz Mintz's initial response has not changed.  As stated in my original letter, we service furniture according to the manufacturer's warranty.  Magnussen furniture's warranty is one year and the customer's warranty has expired.

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

   

• Initial Complaint

  Date:09/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased living room set, coffee table, 2 side tables, and a console table. Bought the first Saturday in May. My furniture has been delivered and HM can’t tell me when I can expect delivery. How can you sell furniture that you can’t track, really. Ever time I call I’m told something different, their attitude is you will get it when you get it.

  

  Business Response

  Date: 09/26/2022

  Dear *** ******  This is in response to complaint #18126899.  As *** **** stated he purchased furniture on May 7, 2022.  His purchase of tables, recliner and an accessory we all here in our warehouse as of 5/19/22.  His sofa and loveseat were ordered specially for *** **** and it is noted on his sale that they will take a minimum of 8 weeks to arrive.  There were delays from the manufacturer that are not in our control.  The last item to ship was the sofa which is now on its way to us and should be here by the middle of October at the latest.  

  I apologize for any inconvenience the length of time the order has taken to ship caused *** ***** 

  We will notify *** **** as soon as the sofa arrives.  

  Sincerely,  Martin M*****

  Sales Manager 

  Hurwitz Mintz Furniture

  1751 Airline Drive

  Metairie, LA  70001

• Initial Complaint

  Date:06/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My wife and I purchased a sectional from Hurwitz-Mintz this last summer. In January, part of the lining supporting the love seat part of the sectional torn resulting in loss of adequate support for the love seat. Despite three home visits to repair the love seat, the love seat has not been adequately fixed. Sitting in the love seat is uncomfortable and it's difficult to get up from the love seat which was not the case until the lining initially tore. The customer service employees have been rude and unhelpful. I spoke with Dayne in customer service who apologized for his rude employees but has not done anything to address the problem with the furniture. Dayne transferred me to the store manager ****. **** told me that Dayne does not report to him and he has nothing to do with customer service after ******************** has been delivered. Despite now three homes visits to repair the love seat, the repairs have not resulted in an adequate repair. Since efforts to repair the love seat has not been successful, I think it's reasonable for Hurwitz-Mintz to replace that broken piece of the sectional at this time.

  

  Business Response

  Date: 07/01/2022

  Dear **************,  This letter is in response to BBB ID ********.  

  Hurwitz Mintz customer service department is working to resolve ************************ complaint.

  We attempted repair of the loveseat as required under the manufacturer's warranty.  This repair was not acceptable to the customer.  We requested that the manufacturer replace the loveseat and they initially denied the replacement.  Hurwitz Mintz customer service is communicating with our sales representative from the manufacturer to replace the loveseat.

  This is still ongoing and a resolution  that is acceptable to ******************** should be available soon.

  We will contact ******************** as soon as we have response from the rep.

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

  Sales Manager

  Hurwitz Mintz Furniture.

• Initial Complaint

  Date:06/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a bedroom set from Hurwitz Mintz on Januray 23, 2022.The bed and dresser was delivered on February 3rd, 2022 The day of or one day after delivery I noticed the side boards were protuding from the frame of the bed.I called Hurwitz Mintz and they sent someone out about a week later.The four workers that came out , told me that the bed was installed incorrectly. The proceeded to take the bed apart and reinstalled it with some additional reinforcement for the side rails. A few months later my the bed side rails are protruding from the frame yes once again. I called Hurwitz Mintz customer service and they sent someone about a week later on or about June 17th, 2022. The gentlemen did observe the defect in the bed and tried to repair it, to no avail. The bed side rails are still protruding and produce and awful noise with movement. I did not here back from Hurwitz Mintz so I gave them a call on June 23. The customer service agent relayed to me that management had decided to send me some new side rails and they would be delivered on the 28th of June.This is unsatisfactory. If I wanted a used furniture warranty I would have gone to a used or flawed furniture outlet. Instead, I purchased this brand new bed that was damaged from day one. I am or rather was a long time customer of *********************************************. The option to keep this troublesome - defective bed is not an option for me. I am disappointed as to how this was handled. I suggested they send a replacement on the first incident which took place the day after delivery. I certainly did not expect this bed to do the exact same thing once again. Hurwitz Mintz DO NOT ***** new purchases. This incident should not fall or have fallen under the manufacturer's warranty because it was defective from day.

  

  Business Response

  Date: 07/01/2022

  Dear **************,  This is in response to BBB ID ********.  Hurwitz Mintz customer service department contacted ***************** and we exchanged the side rails to her bed with new ones.  This should remedy the problem.  Our customer service rep. ****** communicated with ***************** and said she is satisfied with the replacement.  

  If there are any issues with the new rails ***************** can contact ****** and we will address the issue.

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

   

  Sales Manager

  Hurwitz Mintz Furniture

  1751 *************

  ********, **  70001

   

  Customer Answer

  Date: 07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
    I have had an issue with this bed since day 1. An employee by the name of ****** with customer service has decided he is not replacing my bed . He offered to send new rails, however when the team arrived they did replace anything , they attempted a repair once again for the second time . In hopes that the next time it breaks I will then be out of warranty . ****** Mintz makes a lots of promises and not willing to consider anything relative . The store manager ****** , does whatever he says .

  In fact ****** told ****** that the rails were replace , but if you look at the receipt from the visit last week that was clearly not the case . Is signed the receipt stating that this was unacceptable . I want an exchange or a refund . However , I am certain ****** will not let that happen . I believe this is a problematic design and they are aware of it.

  I signed the receipt for the visit stating that this as unacceptable and not what whom I believed to be the store manager and I discussed. I do have an electronic copy of that document .

   

  I spoke to ****** on 7-1-2022. He said he was not aware of the outcome before he posted to BBB. Thus he would check with his boss ****** and see what his next move will be. ****** is the store manager 

  In closing , if you are purchasing furniture from Hurwitz Mintz and it breaks in day ONE , just know that ****** Mintz the manager will repair , repair and repair , absolutely no exchanges . Hurwitz Mintz has certainly declined and not trust worthy . I suppose some customers may get special treatment , but obviously when the bed broke on Day ONE and ****** insured me it would not happen again was a ploy for me to keep the bed and all that went along with the repairs . Now ****** says I am under manufacturer warranty , because that what his unwillingness to take back this bed has railed in.

  I signed the receipt unacceptable and this is not what Matin and I discussed . They came out and once again repaired my bed that had been broken since DAY ONE.

  Hurwitz Mintz has no store warranty and ****** decides everything .

   

   

   

   

   

   

   

   

  
  

  

  Business Response

  Date: 07/12/2022

  Dear **************, 

  This letter is in response to BBB ID #********.

  ***************** purchased a queen size white bed and it was delivered 2/3/22.  After delivery it was determined that the bed rails were not attached properly during delivery.  We went out to secure rails 2/15/22.  This appeared to remedy issue.

  In June the customer called to let us know the bed rails are loose.  It was determined that the best solution would be to replace the rails as required by the manufacturer's warranty.  The warranty requires us to attempt repair before replacing any parts or furniture.  Since the repair was not satisfactory and we have new rails in stock we would like to replace the rails.  We attempted exchange of the rails on 7/6/22.  The customer said she was unaware that we were coming that day and was not available.  We attempted exchange again on 7/9/22 after confirming the date and the customer was not home.  The driver called and she said that she forgot we were scheduled for that day.

  New rails should remedy any issue with the bed. We will wait for the customer to notify us of a day when she is available for the exchange.

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

  Sales Manager

  Hurwitz Mintz Furniture

  1751 **********.

  ********, **  70001