ComplaintsforVon Ryan's Furniture / Sleep Well

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022 I purchased 3 rugs, a couch, and insurance. The insurance was pitched to me by the owners father, as he was filling in! I asked a ton of questions about coverage and warranty. Until January 20th, I was not told,, that the warranty is only a per item plan. The manager apologized that I was not told and stated the guy had been fired! Buying 3 rugs seemed like a good idea. One was blue wash with a lil white, but now it looks almost white with dirt ground in, where we sit. We have tried a lot to get it out but it must not have been scotch guard, like we were sure to ask for. We also have problems with the other two rugs. They match. They originally were like a bluish and cream bubble look. Well, turns out YOU CANT VACUUM THE ******** I called, in October, I believe, after I vacuumed the first because it started losing color but shiny and pretty. Now the part not hiding under my couch is remains new and the rest went completely tan! When I called, the Manager asked me if I read the card instructions ON AN AREA RUG!!! So I guess I was to use a handheld attachment on my rugs!!! Area rugs!!! On January 20th, 2023, I was told that the blue/ used to be very little white, carpet I was told it was regular wear and tear.! It was only 3months after purchasing and all rugs look awful!!!I asked for manuf. info and the manager told me they would see if he could look it up but the manager said they wont even take my call anyway! Told if I were to get on social media, and only tell the truth, that they would no longer work with me and my warranty would be voided. Then, in the same few minutes, said he didnt say that! I told him he was being recorded, as I have an audio recording. He was rude and made a peanut gallery comment cuz was helping. He hung up when I mentioned court. I am on disability cant replace rug!Resolution for me would be for them to take back all rugs, give me an refund, and refund my insurance premium. Pictures wont attach

  Business response

  09/20/2023

  I dont know where to begin so Ill just dive in... The owners Father has never worked at the store or filled in, so he was not fired. The person that sold the customer the rugs was the same person that has handled the calls about the rugs. The Insurance the customer bought is a Fabric coverage on the Sofa. It covers - Stains, Rips, Tears, Punctures and ***** on the Sofa. Its a FURNITURE- 1 Item coverage. If she would have bought more then 1 piece of Furniture we would have provided coverage for more then 1 item but she only bought 1 item. Rugs are not furniture. The customer can use a vacuum. As a matter of fact I would recommend a good vacuuming and then a carpet shampoo. Going foreword maybe taking shoes off before tracking dirt onto the carpet. I hope whoever is going over this complaint can understand what is going on here. This is the equivalent of buying a new car and expecting after driving down dirt roads that it would stay clean. We can not cover dirty area rugs. Even if it was on the furniture it would cover accidental stains that could not be taken out, not dirt from everyday wear and tear.  You can not expect "White" rugs to not get dirty if you track dirt on to them. 

  Customer response

  10/06/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  

  Wait he told me, in an audio recording, that you fired the one who sold me the couch and rugs and insurance. I asked extensive questions before purchasing the insurance, directly about rugs too. I bought a blue rug with a very small portion of white, originally. The rug lost 70% of its color in the pathway. The edges look original. There is a dirty portion in front of where we sit but again, the rug was blue and now it looks white with dirt in one 4 foot section. The other side is better. Just way faded compare to portions under edges. I was told I could not get new rugs because I vacuumed them. They are junk. So much for scotch guard that we asked for repeatedly to confirm. Now we cant move furniture. Wish I could upload pics. They are too big. I took pics in October, the same month I bought the rugs. He said did I read the care instructions. Then said you needed a handheld attachment to vacuum. Never heard of that, myself. Didnt know I was in ******************. The other two rugs are pale now instead of blue/******. First they went to a shiny layer, then they just got completely pale. Management told me if I did do anything to slander them, he would not honor my warranty. Wish I could just picket to warn people. They use every excuse to not honor their warranties. Always the customers fault. Seeing the rating, wish I had checked bbb before I purchased from Von Ryans. I still want the rug gone but I cant afford more and I paid $1000 for these.  Hope we can get a settlement of some kind. 
  Regards,
  
  *********************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a brand new love seat from them and upon delivery the motor did not work. I wanted them to take it back but they refused. They said they have a great warranty system and that it would be fixed in a couple of days. 6 weeks later it still is not fixed. I have spoken to them many times and each time they say they are waiting on a part but it should be soon. I have asked several times for them to come and pick this up and give me a love seat that works and they refuse to saying that all sales are final. I think this is a scam company who advertises they are going out of business and prices are low, instead, they are still in business and selling junk to customers.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  November 2020. Lease agreement for a sectional sofa. I have been paying for a lease on merchandise I never received. I have contacted the store on numerous occasions to have the matter resovled but what answer I get is that due to a manual inventory record they show the products a delivered. I spoke with the delivery diver and he admitted that he never delivered the sofa to my home. I never paid the balance to the store for the sofa only to ******************. So how is it that Von Ryans says they delivered the sofa with out me paying them but Von Ryans has the sofa as delivered when Von Ryans will not deliver without the sofa being paid for?

  Business response

  01/13/2022

  The customer has there items that were purchased. We gave proof to the ***************** almost a year ago. The customer also stills owes us $. Our attorney has the file and will be suing soon. 

  Customer response

  01/14/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Sectional sofa on November 25th, 2020. Sofa was delivered the week of *****. Within approximately 2 weeks we noticed that back rests of each part of the sectional were loose and unstable. I called ********** on 1-8-2021 & they sent out a repair person 30 days later. This repair person was at my house for around 2 hours. He replaced missing bolts, incorrect bolts & stripped out bolts.The sofa was obviously not built correctly by the manufacturer. During the next 4 months we only used the furniture a few times. In June we noticed that the middle section seat back was loose & unstable again. The rest of the seat backs were loose ,not as bad as the middle section. I called ********** on June 29th & left a message with an employee. I got a call back on July 1st and the couch was picked up on July 12th & supposedly shipped to manufacturer for repair.We finally received the sofa section back on 10/15/2021 with the same loose and unstable seat back. We are requesting a full refund.

  Business response

  11/01/2021

  Customers bought a Sectional and it was delivered on the date they requested. The first issue they had we addressed the same day with sending a repair person to their home. This is a 3rd party that schedules with the customer and the in-home repair date was one that both the repair company and the customer agreed upon. We paid this invoice from the repair in good faith to customer service. We do not warranty the ******************** the manufacturer does.  Due to the pandemic and employee shortages the manufacturer is very backed up, so instead of making the customer wait without the sectional this is what we did, even though it cost us. This is also a good time to mention that there is a difference between warranty and insurance. The customer was offered insurance and they refused coverage. The 3rd party report was customer misuse.  We always side with the customer because unless there is an eye witness we can't say... 6 months later the customer called saying there were more issues. Once again in good faith we went out and picked up the middle section and sent it back to the manufacturer. Lane Furniture *** that's been in business over 100 years with a reputation of great quality furniture.  We followed up with them on a regular basis to get an update and had many conversations with the customer relaying this info. During this time we dealt with threats, and derogatory messages on a regular basis, including every demand you could think of. We got the piece back repaired and after numerous attempts to make contact to deliver and only get responses that we were to give a full refund or else, we took it to their home and delivered. Based upon their purchase contract we were not liable for any of the costs for damage that was not due to manufacturing defects and delivery and pick up costs. We have not been paid these costs by the customer and are pursuing collection currently. We are obviously not refunding the customer. Von ********************** policy is one that focuses on great customer service. We went above and beyond for the **********,  but some customers you will never make happy. 

*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. ↩