ComplaintsforIvan Smith Furniture Company, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought furniture with a warranty its been about 3 months and they can't give me a ETA on this .I will never buy from them again.

  Business response

  06/29/2024

  The Ivan Smith Furniture Service Department has been in touch with the Customer concerning the Warranty Claim filed.  The part(s) needed for the repair is backordered.  It is our regret that the Customer has been inconvenienced for an extended period, but unfortunately, the Staff shortages that many manufacturing Companies are experiencing along with components that may be imported, are explanations for the delay.  After reaching out to the Vendor requesting information, it remains an issue with part(s) being backordered.  As soon as the part(s) arrive, we will take care of authorized repairs given by the Warranty Company.   All authorizations for repairs and/or replacements must be given by the Warranty Company. 

  We referred the Customer to the Warranty Company so that they could speak to a Supervisor.  Also noted, the Customer states that they were having the same issue with the other side of the furniture piece.  The Customer was encouraged to file a claim for that occurrence as well.  All issues and occurrences must be documented in order for the Warranty Company to make proper assessments concerning repairs and possible replacement.  These assessments will help the Warranty Company to determine whether or not a replacement is needed.  The Customer was given documentation at point of sale outlining details of Their extended Warranty Coverage. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator from Ivan Smith in Winnfield La! It’s 2 years old and has a 5 year warranty. I have already had the filter system changed in it the first month I had it and now the compressor has went out around the 8th of February! The warranty company only has one person who can perform a seal system repair and between him and parts the earliest that they can repair the fridge is March 13. This is unacceptable for our family to be without a fridge for over a month due to repairs and I have a 5 year warranty and it cost me over $3000! I have been getting the run around from the warranty comp, the store in Winnfield and the headquarters in Shreveport each pointing the finger at each other!

  Business response

  03/06/2024

  Ivan Smith Furniture and Appliance does offer Extended Warranty for all Appliances that we sell, to cover the price of any repairs and parts within the Extended Warranty period.  Unfortunately we have no control over the amount of time the Warranty Company handle(s) the repair.

  Most every Company is hurting for Staff and most Service Industry Companies are struggling and have been dealing with staff shortages since the onset of the covid pandemic.  We are in no way excusing the delay, but simply offering a possible reason for the delay.

  We have been reaching out to the Vendor expressing the urgency, and are caught in the middle as well.  Between the Manufacturer and Extended Warranty Company, our hands are tied. 

  Although the repair may not happen in a more timely manner, the plus is that you do have the coverage to ensure that the repairs will be made without further expense.  This same situation is being played out with countless individuals in need of Appliance Service repair being handled through a Warranty Company.  We are deeply saddened for all of your inconvenience.  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Ivan Smith workers that delivered my furniture stole a vape from my house . I called the store and they haven’t done anything to help me

  Business response

  02/24/2024

  Ivan Smith Furniture will NOT and does NOT tolerate theft of any kind.  The accusation of theft is very serious and should only be voiced when there is absolute proof of such behavior, after all other possibilities have been exhausted.

  After questioning the Driver and the helper, they maintain that they did not take the Vape.  Neither of them are smokers and in these times with all of the different strains of covid that society is dealing with, to use something that has been introduced into a person's mucus membrane could prove to be potentially problematic for the health of another.  If our Driver and Helper were filmed via security or surveillance video, our response would of course be much different.  Ivan Smith Furniture will be unable to provide compensation based on an accusation.

   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a bed tried to return it could not afford it due to a death in family which was my mom I had to pay for her funeral out of my pocket I asked them could I return it they said they don’t repossess but I couldn’t afford it so I thought returning it was the right thing to do.

  Business response

  02/05/2024

  We would like to First and Foremost extend our Condolences for the loss of your Mother.
  

  We would also like to be of assistance, however, there is more information needed concerning the name of the Mother and/or Account Owner.  Please provide additional information or give me a call: ***** ********.  I will be waiting for your call.

   

  Customer response

  02/06/2024

  
  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.
  
  Sincerely,
  
  ***** **********

  Customer response

  02/07/2024

  I’d like bbb to handle the situation 

  Customer response

  02/07/2024

  I’m not satisfied or comfortable with talking to anyone from Ivan smith due to them harassing me on my job I made several payments on the bed. I ***** couldn’t afford to pay on the bed because of funeral cost of my mother’s funeral. I was trying to return the bed but I was told they don’t take items back but instead they decided to harrass me which was uncalled for when i offer the bed back and wasn’t trying to steal it just had to bury my mom out of my pocket they did not try to come up with a better solution even though I thought returning it was the right thing I never tried to steal it I made 3 payments on it I even got evicted so I couldn’t pay rent all my things were thrown out on the street by the city Marshalls so I don’t want to speak with anyone because I was treated poorly and they are very unprofessional 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have bought two house full of furniture from Ivan Smith in Natchtoches La and this time I purchased another washer/dryer for a new home I had purchased. the delivery man came and delivered the merchandise and they were advised to place the mats on the tile floor but they said they had been doing this for a while and knew what they were doing. well they ripped the tile in my kitchen floor and never said anything about it, they just unloaded and left. I contacted the office in Natchitoches and they sent a floor man out and he was unable to repair the floor with piecing it together and that was NOT going to happen. they offered me 350.00 and I told them ok because they stated that's what it would cost to repair the floor but it cost me 1700.00 to have repaired. so I will never buy anything else from Ivan Smith Furniture as long as I live they are a joke. and I have and will continue to tell all my friends and anyone that ask. and they never once said they were sorry this happened at any point.

  Business response

  03/16/2023

  Sometimes things happen during the delivery process, and Ivan Smith Furniture works with Customers to rectify these incidences.
  
  On November 23, 2022 a Laundry pair was delivered to the Customer. During the delivery the Customer's floor was damaged. There was some debate as to how the floor was damaged, but nevertheless, Ivan Smith Furniture offered to take care of the damage.
  
  A Contractor contacted the Customer, and an assessment of the damage was made. Flooring had to be ordered to replace the area damaged because that particular type was not currently in stock. As time passed, the Customer became impatient because it was taking so long for the flooring to come in.
  
  Due to the delay with shipping and the Customer's frustration with the waiting, the Customer was offered monetary compensation for the flooring instead of continuing to wait for it to come in and have repairs completed. The Customer accepted and signed a "Release of Liability" on March 3, 2023.
  
  Looking at the price that the Customer spent to "repair the floor", it may be that the entire floor was replaced instead of repaired.
  
  Ivan Smith Furniture has ALL communications and documentation related to this incident. To accept compensation and "Sign" a Release, it is unclear as to why the Claim was made to make Ivan Smith Furniture seem less than Forthcoming concerning taking care of the Customer.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order a replacement part for our couch. I called today 2/17/2023, to inquire about the part. I was told the part had came in on 12/20/22 and that one attempt to contact us was made on that date. I asked why there was no follow up call or email and was told that they are ver busy at this time. I have a hard time believing there is not a better process in place to contact customers once their furniture or parts has arrived

  Business response

  03/14/2023

  Business Response /* (1000, 5, 2023/03/01) */ The Customer had an issue with Their Merchandise and repairs were needed. A replacement part was ordered 12-7-2022. The part came in 12-19-2022 and the Customer was contacted 12-20-2022. The Customer Service Rep posted that there was a voicemail informing callers that They were unavailable due to a vacation. Paperwork was placed in a file pending Their return. The Customer did not state how long they would be unavailable and we assumed we would hear from them when they returned. We are Truly sorry for the mix-up and perhaps we should have reached out again. Most Customers after being away, will reach out to us advising that they have returned, or when they will be returning. We will take care of the Customer and complete any repairs associated with the Service Request. Any time there are concerns, the Customer is Absolutely free to contact us with those concerns.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out on behalf of my mother she placed a mattress and box spring on layaway around March 2022 and paid off the layaway on June 28, 2022. Her mattress was delivered on July 1st. Called on Monday to advise the mattress was sunk in on the right side. Manager came out and advised it was off, but knew they wouldn't exchange it and suggested we go buy something to prop the bed better to pass the mattress audit when the tech came out to measure it. She shouldn't have to go through so much stress when he confirmed and seen there was an issue. The tech came out and did the measurements. Followed up and was told she couldn't exchange the mattress. Now, she's stuck with a used mattress. Ivan Smith should absolutely do the right thing by exchanging her mattress. Do the RIGHT THING PEOPLE!

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/29) */ Ivan Smith Furniture has a Customer listed on the Invoice as being ***** ****. Ms. **** contacted the Store concerning a support issue with the Bed purchased May 2,2022 delivered May 4,2022. A Service Tech was sent out and discovered that one of the foundation support systems was missing a leg. Parts were ordered and the repair was completed May 24, 2022. This is documented. We have no documentation stating that there was an issue with the Mattress, only the Bed. It the Customer is having an issue with the Mattress, we would be more than happy to research and assess the problem(s). Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an example of what you have to go through with dealing with this company. They are not willing to listen nor read. This is NOT about my purchase, 2 different purchases. Her purchase is under her name. The person name is listed above. My mom is still having to sleep on a USED mattress. Please review this issue like you cared or better yet treat this case as if it was your parent having the same issue! Please provide her with a new mattress. Thank you Business Response /* (4000, 9, 2022/11/30) */ I responded to Complaint #14034916 ****** ****. After speaking with Store Manager I was able to obtain additional information concerning this Complaint. There were multiple Service request and I failed to look at the one that matched the Name on the Complaint. I used the phone number included in the Complaint and pulled up another Service request that was for the Bed. This is a Mother/Daughter purchase. So, the issue with the Mattress as so outlined in the Complaint is one that does not meet the Manufacturer's definition for "defective". Before they approve an exchange/replacement, certain criteria have to be met. After 90 days the Customer can request another measurement to see if the indention meets the criteria for an exchange. The Store Manager shared this information with the Customer. I am so sorry for the confusion concerning this Complaint and my responding to the issue with the Bed. Sincerely, ******* ******* J. ****** **** ***** Furniture Corp. Ofc. Consumer Response /* (4200, 11, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager did contact my mother on 12-01-2022 to advise she could come pick out a new mattress. We arrived at the store on 12-03-2022. When we got there I spoke with **************** he asked us to go to the mattress room while he goes to get the lady who sold her the first mattress. Her name is ****** ***** came where we was and my mom found a mattress she liked, which was higher than the other. She asked if she would have to pay the difference, she advised yes. So, I asked where was the mattress she purchased the first time for an even swap because it was no longer on the floor. ***** advised they were discontinued. She paid the difference and I called the following day to ask ******* if the mattress is discontinued why make her pay the difference, it should be an even swap. He then advised she could get the one she had previously had. I told him the mattress had been discontinued. He then said it was just a name change. The mattress was still higher, so she still would've been out of more money. We left it alone and let them deliver the mattress she picked out. The mattress is fine, the issue now is the foundation. The bed sits really LOW because they gave her a low foundation with the first mattress. I asked if they can give her a foundation to fit the mattress, so it'll sit up for her. He said we would have to pay for it. This manager/company is a rip off and could care less about their customers. It's all about the money and they're selling cheap material at high priced value! We will be taking our business elsewhere! If you want to right a situation, make it right. Don't half do it.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought some bedroom pieces from Ivan Smith four years ago. One was a vanity. I have had issues with the vanity since the day Ivan Smith delivered it to my house. Ivan Smith came to the house twice to try to fix the issue but no resolution was ever found. The glass vanity tray will not stay in place to be used as the piece of furniture was bought to be used for. Every time it has fallen and caused damage to the sides of the vanity. I did all the things they recommend to help with the tray staying in place. None of those worked. I finally had the piece of furniture moved in the same room, as it has been in the same spot since it was delivered by Ivan Smith. There is a black rubber piece on the back side on one of the four legs on the back that looks to be causing the uneven issue and making the glass tray fall. I called today to Ivan Smith in Tyler and I was informed that I am two months out of the warranty, and I am now responsible to pay them to have this looked at and fixed. The issue was done at time of delivery and the damage to the piece of furniture was all caused by this. I was never told the warranty was only for 4 years until today. This vanity has not been used in over 3 years because the tray will not stay in place. What a waste of money on something that was not visible to me until the vanity was moved.

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2022/11/29) */ We have been researching this Complaint and we are finding that between the Service Department and Store, along with Staff changes, someone did NOT follow up and see this Service to its completion. We will be contacting the Customer to try and work out a solution. We are saddened by the period of time involved. Consumer Response /* (3000, 7, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a voicemail from someone at Ivan Smith. They did not leave a name or a callback number. The voicemail stated they needed me to take photos of the brackets I am needing. No information on what I needed to do with the photos but that is not going to resolve the issue of how it was assembled incorrectly when delivered. The issue is on one of the back legs. New brackets will not hold the vanity tray in place until the leg gets resolved. The leg issue is making it not be level. I called yesterday evening with the response they need photos. I was put on hold twice so the person could talk to someone else. Sounds like I needed to just be talking to the other person instead of being put on hold. Mind you she never asked if she could put me on hold. My answer would have been no, please let me speak to the person that can fix the issue. This vanity is extremely heavy. I cannot move this piece of furniture by myself. It is 3 pieces put together before you add the vanity tray. The vanity tray being "fixed" the two times they came out before caused damage to the vanity and to my floor. In order for me to take photos of the issue, I would need to higher movers to come take the piece of furniture apart. Like I previously said, what a waste of money on a beautiful piece of furniture that cannot be used for the purpose it was bought for. Business Response /* (4000, 9, 2022/12/19) */ We understand that the Customer has an issue, and we have tried to contact the Customer to no avail: 12-10-22-Store Manager attempted to contact Customer. 12-10-22-A member of our Corporate Staff tried. 12-14-22 and several times after that, we have been reaching out to the Customer. Maybe her busy schedule has prevented her from getting back with us, however, we are working to achieve resolve and would like the opportunity to do so. Please contact the Store so that we can work to find a solution.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a mattress and box springs from Ivan Smith Furniture in Emory, Tx. It was supposed to be an extra firm but the sides of the mattress collapse when you sit down on it. They replaced the mattress with another one but it was worse than the first. The Mfg Co. builds very poor quality furniture. The lady sales person that sold me the furniture came out to my house and checked it out and said it was DEFINITELY not an an extra firm. We compared it to my Sealy Firm Mattress and she agreed that theirs was not even close. It seems that Ivan Smith Furniture is strictly for the Mfg. Co. and has no concern for the customer. Thank you for your assistance, **** Dollarhide, XXX-XXX-XXXX.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/03) */ On September 16, 2021 the Customer made a mattress purchase and on the 18th of September was delivered. The Customer contacted us concerning an issue with sagging on 10-4-2021. On XX-X-XXXX a Service Tech went out to assess the issue. The assessment was made and the Manufacturer concluded that the sagging was not deep enough to warrant an exchange, however, the Store Manager reached out to the Manufactures Sales Rep after which they decided to authorize an exchange. The exchange took place on 11-2-2021. No other communication took place with the Customer until the BBB Complaint was received. The firmness of a mattress was not meant to be measured by sitting on the side of the mattress, as the support levels are spread throughout the length of the mattress where the different areas of your body will rest. The firmness of a mattress is also based on the Manufacturers version/standard of firmness. We cannot argue "firmness" with the Manufacturer based on "Their" standard of firmness. Each Manufacturer reserves the right to designate the "firmness" levels of the mattress(s) that they produce. Ivan Smith Furniture only sells the different product and can only advertise based on the Manufacturers claim as to how said merchandise should perform. We exchange merchandise based on the Manufacturers criteria and condition(s) for determining whether or not said merchandise is deemed defective and make exchanges based on "Their" recommendations. Mattresses are sensitive in nature concerning returns. Unless the Manufacturer offers a "Comfort Guarantee", they cannot be exchanged after the plastic has been removed and slept on for an extended period of time. We encourage our Customers to take time and lay on the mattress to ensure that the comfort level meets their particular needs. The Manufacturers Sales Rep. agreed to exchange the mattress and we did in fact take another mattress to the Customer. Ivan Smith Furniture has been in business for 60 years. Ivan Smith Furniture makes efforts to make sure that the Customer is pleased with their furniture purchase(s) when possible. As of date, the Store Manager has contacted the Customer and made an adjustment in billing per the Customer's request. Consumer Response /* (2000, 7, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business made an acceptable adjustment on the cost involved on the purchase. This offer is acceptable and will consider the complaint resolve. Thank you for your help.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 6, 2021 I went with my wife, daughter and her fiancé to Ivan Smith Furniture located at 1149 Airline Drive, Bossier City, Louisiana , 71112 to look at Queen bedroom suites. We were greeted by a sales person named *** We looked around and found a Queen bedroom suite that we wanted. ** advised all for us my party that the bed was not in stock but that the dresser, mirror and night stand were. We decided to make the purchase. While ** was preparing the sale he stated to us "The furniture has a four (4) year warranty on it so if it gets damaged anytime during that time period, call and it will get fixed." I then said, I just purchased a bedroom suite several months ago from y'all, is it under warranty also? ** answered yes. After the sale was made and we returned home, I observed that i was charged $299.00 for a warranty that I was not asked if I wanted. ** took it upon himself to charge me for it, which amounts to deceptive trade practices and theft. When the furniture was delivered on Nov. 13, 2021, only the dresser and mirror were delivered. I called JP and he said the night stand was also out of stock and he told us that. ** either looked incorrectly or he just flat out lied to us. My biggest complaint is charging me for a warranty that I was led (my party also) was included. The money is not the issue but the principle. When I purchased my Bedroom suite several months ago, that sales person (*****) said as I walked out the door "Don't forget your mattress pad'" Turns out she charged me $150.00 for a mattress pad without asking me if I wanted one. She just took it upon herself to charge me for one and then act like she was giving me one as I was leaving the door.

  Business response

  12/28/2021

  Business Response /* (1000, 8, 2021/12/10) */ First and foremost, We would like to Thank the Customer for choosing Ivan Smith Furniture for their furniture needs. After researching and speaking with the Sales Associates, we just want to say that we are so very sorry for any inconvenience this may have caused you. Whether the cause being a miscommunication or lack thereof, we were happy to resolve this issue to your satisfaction. The Sales Associates are indeed encouraged to offer all of the add-on features for the merchandise that we offer. The Extended Warranty coverage that we offer is great. Sometimes perhaps there may be instances where sharing the details of the coverage can be so repetitious in nature, some statements can become incomplete during the process. There is ALWAYS the need to slow down and be sure to communicate all details with the Customers, and this seems to be one of those instances. The same holds true regarding the situation with the mattress pad. While it is true mattress warranties are affected if there is ANY staining whatsoever causing the warranty to be null and void. But again, we still have to carefully communicate completely all of the details concerning any "Warranties or add-on Products", no matter how crucial in nature they may be to and for the Customer, making sure that ALL is CLEAR and completely understood. Moving forward, we will be making sure that ALL information is shared with the Customer by the Sales Associates. Consumer Response /* (2000, 10, 2021/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the response. They reimburse me for the warranty I was charged for. I just hope it doesn't happen again.

*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. ↩