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Complaint Details
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Initial Complaint
11/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Recently the company sent an ad for a private sale "Only for PREFERRED CUSTOMERS". The ad was addressed to a ********************* at our address. We are the original owners and no one by that name has ever lived here. We are also not a customer of this ******************** company. This seems to be false advertising which should not be permitted of BBB members who pay to be an Accredited business. We want to know from where they got the information that associates a ********************* with our address. It could be as a result of an identity theft attempt.
Business response
11/06/2023
Sorry to hear you received this unexpected piece of mail. According to Schneiderman's records, we do not have someone by that name at your address. ********* we receive name/address/phone lists from public mailing information sources that **** on rare occurrences, have errors. It's possible the name on the mail you received may be a relative of someone with your last name and one of the public records is incorrect. This appears a typographical error rather than identity theft. I've made a note in our system to remove this address from future mailings. Hopefully, this resolves the matter to your satisfaction.Customer response
11/10/2023
I am rejecting this response because:
Schneiderman Furniture has admitted that their ad was false and they have no customer by the name in question at our address. The ad stated that their private 2 hour sale was only for preferred customers like you (meaning the made-up *********************). This is false advertising. A legendary past CEO of the BBB, *******************, was well known for not permitting BBB members to engage in such practices. Schneiderman pays the BBB to be a "BBB Accredited Business. This may cause the BBB to relax their standards.The complaint also asked where Schneiderman Furniture got the name in question from. They have not provided the requested information. They sent a specific ad to a specific name at our address. They probably bought names and addresses from a commercial provider and had their printer use that mailing list for the false advertising. Who is the source (company name and contact information)? Their answer as provided is simply guesses such as "this appears to be a typographical error". My name is ***; how do you mistype that as ****? Please provide an honest answer regarding the dishonest ad.
Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a sectional couch from Schneiderman's in ******,**. It didn't take long for two of the three recliners to begin grinding when used. I thought all would be fine considering there was a warranty on the couch. I'm told the parts have been ordered but they have yet to arrive, months later. So, if this couch ever gets fixed I am skeptical that the repair will last long. Unfortunately, by the time the parts come in the warranty will be expired. It sure makes me wonder if that is the plan all along to ensure only one claim ever gets filed.Business response
11/11/2022
Our customer service department has been in contact with the customer regarding their open service order. A technician was dispatched in July and made an assessment that parts were needed to restore the piece. We placed the order, but are experiencing delays from the vendor. The customer does not need to worry about their warranty expiring. They initiated this service request while in warranty, which is how we determine if something is in or out of warranty. We apologized for the inconvenience and Schneiderman's credited the customer an amount for the inconvenience of the vendor's part shipment delays. Our customer service manager has been in contact with the vendor rep as well to try and expedite this part order.Customer response
11/11/2022
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.Initial Complaint
10/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a three piece sectional on 9/25. Was told the pieces were in stock and arranged delivery for Oct. 7th.Two days before delivery I was notified that only one piece would be delivered and the other two would be mid-November. Asked for a refund on Oct. 5th As of the 10th of October I have not received a refund. This is either dishonest or at least a mistake and our hard-earned money should be refunded promptly in our opinion.Have purchased a lot of furniture at Schneidermann's in the past. Not sure what happened to this business.Business response
10/12/2022
According to our records, the refund was processed at Schneiderman's on October 5th, 2022 and likely experiencing the typical waiting period while the banks process the transaction. We have a manager from the showroom reaching out to the guest to confirm this information and to ensure the issue has been resolved. We apologize for the inconvenience.Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I purchased a couch and motorized recliner from Schneiderman's Furniture in ********, **. Because the recliner was motorized we purchased a 5-year protection plan for both items. Slowly, over time one of the recliner springs has stretched to the point that we sit on an angle and that is somewhat uncomfortable. We decided to report this issue because furniture is not cheap and we are still within the warranty period. Also, the paperwork clearly states that the warranty covers the frame and springs.I received a reply stating this issue would not be covered because we did not report it within 30 days. We were never informed about a 30-day requirement, either verbally or in writing. I filled a claim twice and both times the claim was rejected. I believe when I purchased the warranty I was told if the item could not be fixed it would be replaced.Business response
03/08/2022
A manager from our ************************ reached out to the customer yesterday and went over in detail what is and is not covered by our accidental coverage plan. We are also scheduled a service technician visit to assess the piece of furniture at no charge as a courtesy to the customer.Customer response
03/08/2022
I am rejecting this response because:
At this time, I am rejecting their response.When I purchased the policy, I was told the plan covered accidents, but it would also cover parts that broke during the 5 years warranty period. At no time was there mention that it would only cover accidental damage. I believe the sales person and I even discussed the electrical components that would be covered if they stopped working. In the paperwork given to my wife and me it specifically mentions springs and the frame were covered. I am not sure what type of accident it would take to break a spring or frame, but that cannot happen too often.
In the original response I received from Schneiderman,I was told I could have a technician come out and look at the recliner, but that would not be covered by the warranty so I would be responsible for the cost of the technician. At least now they will cover the technicians charges. Before I make a final decision about being satisfied with how this complaint is covered, I will see what happens when I learn what, if anything, Schneiderman does to repair the recliner after the technicians visit in a few weeks.Initial Complaint
11/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought sectional 08/2019, paid over $3,000 plus another $500 for exactly care warranty. Recliner stopped working. Filed claim and took over 2 weeks to get repair man, who came from Vegas. I live in Iowa. Very unprofessional and sloppy In appearance and work. Left and said he might be back. Had to order part. Over 2 months later and a few phone calls to company, still no part or repair. Was originally told it wasn’t ordered and then told part being mailed to me and then I’d need to call to have technician return when part comes in. Still no part.Business response
11/24/2021
Schneiderman's reached out to the warranty company the customer is working with and escalated their concerns to a supervisor. From a process standpoint, Schneiderman's was notified of the technician visit and was instructed to order a part on 11/3. We placed the part order the same day and were given an estimated arrival date of around 12/1/21 from the vendor, Southern Motion. When the part arrives at our distribution center, it will be shipped to the customer for an E-care technician to install.
We apologize the communication from the warranty company has not met the customer's expectations up to this point. We expect this to be resolved in a timely manner going forward.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.