ComplaintsforCardi's Furniture

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a loveseat from *****'s during their pay no interest promotion. I just received a notice that they are going to change the terms of my agreement for the purchase and charge me 2% on the amount of my entire purchase, going back 7 months! I have not missed a payment and they should honor the agreement of no interest. While they are not calling the additional 2% as "interest" they are calling it a promotion fee which was not in their advertised promotion.. The no interest promotion was what made me choose to purchase my furniture from Cardi's. I feel this is a very deceitful practice and the sale was made under false pretenses. There are other furniture stores that offer the same promotion with no hidden fees and keep up their end of the agreement. I do not feel I should be charged the additional 2% fee. I would also think it is illegal to backdate the fee as well...going back 7 months and charging it on my whole purchase even though I made all payments on time. I am asking that not be charged the 2% added fee. I am very dissatisfied with *****'s sales tactics. They purposely mislead the consumer.

  

  Business response

  06/12/2024

  Cardis reached out twice to the customer directly to speak to her regarding the recent change in terms notice that the bank (Synchrony) has sent to existing cardholders.
  Synchrony is instituting a change in terms for the private label credit card program and is currently notifying cardholders of how these terms changes will be affecting FUTURE purchases.
  This change does not affect prior purchases and is not anything the Cardi's showrooms would have been aware of at the time of this purchase (October of 2023).
  Purchases made prior to the terms changes are not affected by the change in terms.  We apologize, on behalf of the bank, for any misunderstanding that the communication has caused

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased several pieces of furniture from Cardi's and also purchased the furniture protection plan. Well over a year ago, one of the k**** broke on the night stand. We repeatedly called *****'s to address this. The calls are all logged under my husband *****************************. For months we chased this, trying to get resolution and were told they were researching the issue. Finally, we were told the k**** were no longer available and they offered to replace all the k**** on the ********************* In the meantime, we have tried on several occasions to set up a visit for *****'s to come out to replace the k**** and also complete repair orders on several pieces of our furniture. The last two times *****'s came out, the work was not satisfactory and we finally were able to schedule a service call for today. The Cardi's rep came out to our house with ONE k*** and it was not even the right k*** Also, he told us there was only a work order for the k**** and the recliner. It did not include the other work orders we requested. Based on the history of how these repairs have been, we were not confident he would do a good job since he would probably feel rushed since there was more work than he had anticipated. We want *****'s to expedite the work order, get ALL promised doorknobs ASAP and satisfactorily repair our furniture.

  

  Business response

  02/24/2024

  We are calling customer now to resolve these concerns asap!  We apologize for the delay.  Thank you for the opportunity to resolve these.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Cardis approximately Id say late June/early July- I have the care warranty and well I explained to the ** rep she was very sweet, respectful and sought to get a tech out ASAP. When the day came for the tech to show up he literally put on this headband light looked like something from ghostbusters looked under the sofa for less than 2 minutes said he knew the problem and would inform ******* what part to order. Long story short the 6 weeks turned into 10, then it was another 4 weeks part was held up in customs. WTH not cool, I called the store again. He said its showing real soon it will be ready for the individual to replace the faulty part. That was a lie. Its now October and Im legit in the process of moving - very stressful and I dont have my very expensive leather sofa to chill, relax and unwind on, so not fair. I emailed the store and said no way could I wait that this was a burden on my time crunch with this upcoming move and that I needed it fixed now- he still didnt have the part. He called me back I said there needs to be an alternative resolution if not I was filing with BBB. org. They came and stated they were replacing my broken one with a new sofa/same model number, style, color, making sure it was delivered to the apartment I would soon be vacating in Amesbury, its been 3 months - Same side, only this time here is ***************** either burned out, or broke again cheap parts: I dont know? What I do know this is nuts!!!! I propose a sofa that doesnt recline no motor whatsoever or better yet one on a manual pulley - I had a gorgeous reclining set from ****** and ****** purchased on January 1, 2012- never had any problems whatsoever - I had it until 2018 then when I moved from ******** to Amesbury I just donated it.My point is not to be rude as you can see I acknowledged that Cardis did take it at face value and sent someone out, but when I called today - same sweet girl - she said what? We just gave you a new one? I sure didnt burn out the motor! Or break it!!! Neither did I cause the last one before this last Octobers replacement. They set up a tech for January 31, ****- they will call/text me the night before - in the meantime Im inconvenienced and once again cannot enjoy my purchase and Im out out I need a rapid turn around on this - there will not be another repeat of waiting 3 months for a part in customs. They know what the total is for this model.

  

  Business response

  01/29/2024

  We apologize for the concerns with the sofa.  The warranty is for service and any applicable parts.  With tis vendor being overseas, we have to wait for them to send parts to us.  That was the reason for the wait in the parts.

  We will await the technician's report on Wednesday and assist the customer accordingly in a timely manner.

  Customer response

  01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good morning bbb.org

  I just spoke to an older woman in CS. I will be attaching a screenshot showing the 13 minute outgoing call that I initiated. Respectfully, I am not interested in an exchange, or fixing this model. The manufacture parts when they say overseas, thats an understatement!!! This happened this past Summer (2023) and what was promised would be a 6 week turnaround time - turned into multiple calls, several emails, being put out and asked to please be patient all while dealing with a massive move, decluttering, packing- I did not have time for this! Cardis quality has gone down, that is the reality- and thats because of the massive outsourcing. They werent always doing this many years ago. With that said, in all fairness Cardis exceeds Bobs and not sure Ashleys- who is their equal/Sister company. Continuing on, all consumers who enjoy fine, quality furniture, especially leather + coupled with reliable, consistent ************** go to Rothmans ****** & ****** Jordans. And I know this one 

  Because my very first leather set (non motorized) non power was mechanical pulley - pristine top grain Italian leather was about $2,400 during the time there was 2 option, one which would waive delivery and no tax something like that I paid cash in hand that day - knowing it was mine and it was a solid purchase. I never regretted that purchase, and I never had to call to use any extended warranty - because it wasnt necessary - this was on January 1, 2012 (****** & ******) Rte 1 ******-

  Both pieces matching leather sofa and loveseat lasted well into (2018) when I moved to Amesbury, I was downgraded in side so only the sofa could come - I donated the functional love seat, you get my point here. 
  

  Cardis stop wasting my time- this is worse than last time because you gave me a replacement piece of crsp with LMT warranty, (one year) dishonesty stating that this recent exchange was brand new- no h*** no it wasnt. 
  There is nothing that I couldve done between both me and my husband on opposite sides that could statistically, feasibly result in the *** side of the motor burning out- completely - nothing its dead!!!! Yet the *** side is functioning. This is ridiculous. Real life is happening for me (the consumer) who is not only at the point of filing a 93A and sending a proper rehabs letter- which now that I think of it since I would be (Pro Se) the small claims court here in Middlesex County (Defaulting to Bedford/Concord).

  I am also prepared to post at my leisure informing others who are looking for low maintenance upkeep upgrading maybe to leather or whatever to choose to wait and go to Jordans or Rothmans, even seeking the pit, and its unfortunately this harrowing experience has me at this point of no return moving forward. 
  

  Lets avoid the back and forth and agree to 1 or 2 of the following resolutions - no need for warranty. 
  Sofa that is no leather-/leather no power anything - just NO POWER MOTORS be it a pulley/self manual 

  -OR- No leather- big squishy, super roomy sofa- not sure what that looks like, but Im trying to collectively, creatively think outside the box.

  To regroup - its a waste of resources and my time to have someone come out with ****************** not having it! This is what I will say to the courts should you try to get out of your obligations to me the consumer. 
  

  In the meantime I will go online and see what options of your stock that you have available right away!!!! Based on the (either- or) firm decision on my part that Ive made. Please respect this!!!!

  Best, 

  Tania 

   

   

   

   

   

   

  You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  01/29/2024

  The extended warranty of for service to fix any concerns with the pieces.
  Since the manufacturer was taking an extended period of time we allowed a replacement of the sofa which fulfilled the warranty.
  
  There is no new warranty on the new sofa.  However we will still stand behind the concerns with the sofa.
  We were contact on 1/26 and scheduled the customer for 1/31.  We will need to see the findings of his report in order to proceed with proper resolution.
  
  If that resolution is to allow a reselection, we will do so.

  Customer response

  02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They are purposely gaslighting me by telling me they sent documents to my email through their financing department 2 days ago- panda. Dox panda. Doc- I dont have it!!! I have them ***** email / there is no documents- they did this because I contacted the bbborg 

   

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from *****'s on 1-19-2020. It ripped right away, and due to the pandemic, *****;s was unable to send a technician for a very long time. When it was repaired, it was repaired poorly and is still ripped.Recently, the zipper under the cushion broke and stuffing is coming out. A repair person came to take pictures and said they will repair it in shop. However, I believe that the couch has too many issues to repair at this point.Bottom of couch is ripped side is falling off rip on right recliner zipper is broken and stuffing is coming out According to the warranty, if the technician cannot fix the issue, the item will be replaced. *****'s has sent 4 technicians and is still refusing to replace this couch

  

  Business response

  01/02/2024

  The 5 year warranty is for service not for replacement.  If a technician is not able to fix, then we would order replacement parts from the factory.

  If customer would prefer to to get a replacement, that would fulfill the warranty.  We will contact the customer to review and come to a resolution together.

   

   

  Customer response

  01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 5, 2023 I purchased a Chatham and ***** mattress from *********** location. The mattress was delivered on December 8, 2023 the amount paid was *******. The mattress has a horrific chemical smell. We tried to use a window fan thinking the smell would dissipate but not only did the smell remain - anything that was put on the bed would end up with the chemical smell after being on it for a short time - I contacted the Cardis location on Monday the 13th - so they would come and remove it and refund our money - I spoke with someone that said she would let her manager know and she would get back to me - no call came . I called again on Wednesday the 15 th and no call has been returned . The mattress is still in the bed frame upstairs behind the closed door . The room smells of chemical. I want this removed from my home and an immediate refund issued .

  

  Business response

  11/16/2023

  This customer did contact us yesterday and we scheduled a technician to go to the home on Tuesday November 28th.

  What the customer is experiencing is the smell of new foam, material, etc similar to a 'new car smell'.  It will dissipate over time.  All mattresses are made at the factory and then sealed in plastic.  That mattress doesn't get opened until it is delivered into a customer's home and opened there.  This customer called us 7 days after delivery.  

  The technician will determine if there is a defect or not.  If there is a defect we will stand behind it and replace it.

  Customer response

  11/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   I have purchased mattresses before. I am aware that it needs to air out. I had been running a fan in both bedroom windows to give the mattress air flow to try to remedy the issue. I have never had "new car smell" burn my throat or get onto my clothing after sitting in it. This is beyond the normal smell. I called *********** location on Monday morning and spoke with a woman at that location and told her the situation. She was typing it into her computer as I was speaking to her. She asked me if I wanted another mattress to which I replyed I had not even thought of that because I was afraid after this happened. She said her manager "doesn't like it if someone wants to return something without getting something else." 
  
  Regards,

  Cloe

   

   

  

  Business response

  11/16/2023

  I PERSONALLY SPOKE WITH THIS CUSTOMER THIIS AFTERNOON.

  I OFFERED TO REPLACE THE MATTRESS OR HAVE HER RESELECT ANOTHER MANUFACTURER.  THE CUSTOMER WOULD PREFER ANOTHER MANUFACTURER BUT WOULD LIKE TO CONNECT WITH HER HUSBAND FIRST.  SHE HAS MY DIRECT CONTACT INFO AND SHE WILL CONTACT ME DIRECTLY AT HER CONVENIENCE.

  IN ADDITION, THE CUSTOMER WAS ABLE TO SHARE WITH ME THE ***** NUMBERS SHE DIALED ONLY DAYS AFTERS DELIVERY.  THAT WAY I CAN REVIEW WITH OUR TEAM THE LACK OF COMMUNICATION.

   

   

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to address a matter of significant concern regarding the bedroom set I purchased, along with the accompanying insurance.Recently, a technician assessed the damages and informed me that the set is inherently defective, particularly in the painting process. This defect has led to peeling paint and stains on the upholstery, issues not caused by any negligence on my part but rather a flaw in the product.I have a few substantial concerns that I need your immediate attention on:1. The technician's assessment revealed that not only the dresser and nightstands are affected, but my bed and armoire as well. I am uncertain about the fate of these items during the repair process.2. The technician explicitly stated that this set is defective, and the problem may persist even after the warranty expires in less than two years. Furthermore, it appears that the set is no longer sold by Cardis, potentially due to its known defect. I am worried about the long-term implications and the lack of support for a discontinued product.3. There is a serious concern regarding the health risks posed by the peeling paint chips, especially given that I have a 2-year-old who could inadvertently ingest them. This poses an immediate threat to their safety.4. I am apprehensive about the repaired set not matching the original set, creating an aesthetic mismatch in my bedroom.5. The proposed solution involves picking up the dresser and nightstands for repair, leaving my husband and me without bedroom furniture and nowhere to store our personal items. This will require significant time off work for both the pickup/delivery and the emptying of the set, causing substantial disruption to our schedules.Given the severity and persistence of these issues, I am left with no choice but to request a full refund for the entire bedroom set. Regrettably, this situation has eroded my trust in Cardis as a reliable establishment, and I am hesitant to make any future purchases.

  

  Business response

  11/14/2023

  This bedroom set was delivered in September of 2020.  We have not heard from customer until September of 2023.  The customer stated the set had nicks and dents.

  The technician went to the home and found that the finish on the tops of the dresser and nightstands were flaking off due to water/moisture damage.  Although not covered under any warranty, we would still be able to assist by refinishing the tops in our wood shop.  This isn't something that can be completed in the home.  In addition 3 of the handles are broken.  Those can not be fixed so we ordered them from the factory.  They have since come in and we are ready to install those when the pieces arrive in our repair shop.

   

   

  Customer response

  11/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sylviane

   

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, This has been a very painful process so far. The delivery drivers lied, telling us to accept the couch and a new piece would be sent. Then did nothing. The store advised us to file a protection claim and third party protection company told us to get lost. Ashley customer service lectured us that were going about this wrong. The poor manager at the store is trying but clearly isnt empowered to rectify a situation. Now Ive been asked to send a photo for approval to replace. Your company lacks communication, needs training, and clearly defined processes. Loveseat section was delivered ripped. How many times must I contact someone? Delivery driver took photos when he dropped it off and lied! How many times must a state this? I have spoken to several customer service reps and I do not understand why this can not be handled more efficiently. Each rep. gives me a different excuse. It was disappointing enough to receive a new couch that was not in good condition. Did I mention I was told to file a claim through Regency, which apparently is incorrect. Next I was told to send pictures which I already have. Then I was told I would be receiving a new piece of furniture. Then I was told to send more photos. All of this miscommunication has made the unfortunate mishap 10xs worse. Also two chairs are uneven and wobbly so we have added that to the ticket. I now need to take another day off from work to receive a second piece of furniture. When will someone even say they are sorry for all of this inconvenience? I was told we would be compensated however that is forgotten every time I speak to someone new. Is there anyone that cares in your company?My next step is to go to my credit card company to dispute the charges. You have lost a customer returning customer.

  

  Business response

  11/09/2023

  We are unable to locate this customer's account in our system based on the information provided by the customer.

  The phone number is invalid so not able to contact.
  

   

  The customer is welcome to reach me directly so that I can assist further (if they purchased from Cardi's Furniture)

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch and warranty from cardis furniture. I had cardis come out to check the status of my couch due to the fact there is little to no support from the base of the couch. It was decided by cardis that rather than fix the couch they would replace the couch, however the brand is no longer in business. In the past when this has happened cardis orders a new item and swaps out the broken one in my house at no cost to me hence why I buy the insurance. with this couch manufacturer no longer in business cardis would like me to pick a new couch and pay a delivery fee on the item I have no choice but to purchase. Not only am I going to spend more money with their store which I do not mind doing, I am being forced to pay an additional $200+ to have it delivered when if the couch was still in stock there would be 0 cost to me. When I called to speak with a manger about this to see if they would make an exception on the fact I have spent thousands of dollars at cardis, and due to manufacturer shut down I am being put in this position, I was told they dont have any managers. Terrible customer service and an abusive practice to charge delivery on an item because the manufacturer went out of business. Yet if the couch was in stock, there would be no delivery fee.

  

  Business response

  10/24/2023

  Every time we need to go to a home we charge for a delivery charge.  ********* it is waived is if we are replacing like items.  

  In this case we are able to approve a one time waive of the delivery charge.  We contacted the customer and emailed him directly.

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We Went to the Cardis Furniture in ******* in August and selected a mattress from the showroom that cost over $1000 that feels like a great quality mattress. We had it delivered to our house but the mattress we received is definitely not what we picked out this mattress is broken on the sides and has a sink hole on my husband's side. Cardis sent someone to look at it and they claim there is nothing wrong with it. I disagree because I did not receive the $1000 mattress I purchased I received a $300 mattress. I believe Cardis scammed us and pulled a bait and switch on us.

  

  Business response

  10/23/2023

  We believe this post to be a timing issue.

  This was post was made on 10/20.  And on 10/20 the customer came into the showroom and reselected a new mattress.  That new mattress was delivered on 10/21.

   

  The first mattress the customer purchased was $829.99.  That mattress was delivered on 8/29/23.  *****'s offers a Comfort Policy.  That means customers have 100 nights to sleep on the mattress to ensure it is the one for them.  With that Policy comes restocking fees. In addition all bedding manufacturers allow a certain body impression on all mattresses.  Similar to wearing in a pair of shoes, this factory allows up to a 1.5" sag in their mattress.  Anything beyond that is considered defective.

  The customer called us on 10/2 (35 days after delivery) stating it was broken.  Our factory trained technician went out and measured the mattress to a 3/4" sag, well within factory standards and not a defect.  The boxspring and the frame were in good condition.  Also the technician found that the factory law tags matched up the customer's receipt as the same mattress purchased.

  When the customer reselected due to Comfort - we waived the restocking fees.

   

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch in april. The manufacturer mailed a letter me in august stating that the couch was recalled because the cup holders overheat and are a fire hazard. The letter stated that they would fix the issue i just needed to call them. I did and was told i would receive a call 2-4 weeks from the day i called. I never received a call and everytime i call i am told that someone will call me back but they never do. I tried returning the couch to the store but was told they were not able to take it back. My 2 year old daughter burned her fingers on the couch and i threw it away. I just want my money back.

  

  Business response

  10/24/2023

  This customer did not purchase from *****'s.  She said she purchased from Atlantic Furniture in *********, **.

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*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. ↩