ComplaintsforRobinson Furniture & Warehouse

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ( financed) a 65 inch smart television from Robinson's Furniture of ******* in September of 2021. In May of 2022 my television screen went black. At my expense I had a t.v. repairman come to my home to access the problem, I was told it was a problem with the board, which he said was very expensive to repair and even then he could not guarantee it would work. I went to Robinson's because that told me the television had a manufactures warranty. I talked to a clerk on the phone, a salesman in the store and the owner each of them told me " yes, there is a manufacturers warranty, but not through them." They told me to go to Best Buy, Target or ******* and tell them the television was a gift, and they would replace it; when I questioned them about that, they told me "other customers have done that, and it worked for them." I was not going to commit fraud so I have been stuck with paying for a dead set, with no recourse from Robinson's. Robinson's sales practices are deceitful and deceptive, there salespeople will tell you anything to make a sell, they do not clearly state information about warranties.

  Business response

  01/04/2023

  All of our TVs come with a manufacture warranty, there typically is a registration card in the box that needs to be filled and returned to the manufacture or if the tv is a smart tv there are options to register upon initial set up. The manufacture warranty is typically a year on products, which the customer is now well outside of that window. Robinson Furniture does not have a tv repair technician nor do we personally warranty the TVs as they can be damaged by customer. The customer was not told to take the tv to ******* or Target. We purchase our TVs through Best Buy Business wholesale so she was told to take it to best buy as that is where we purchased and they do repair or exchange tv if the damage or issue is a manufacture or technical issue. We have been buying TVs through them for 10 years and this is the protocol they follow. The customer takes the tv to a best buy location (typically ******** ** preferably as we've dealt with them plenty of times) then once the customer is there the best buy team calls the store and we fax over OUR receipt from our wholesale purchase and as long as the damage or issue is not caused by the customer Best Buy will repair or exchange the tv free of charge. This has been corresponded to the customer plenty of times. 

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