ComplaintsforMissouri Furniture

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased furniture on 9/4/23, this company made us pay in full before they would schedule a delivery date. We paid in full and scheduled delivery for September 22nd. Missouri Furniture couldn't get furniture in time to keep delivery date. We canceled with them and bought from another company that did in fact deliver to us on 9/22/23. Went into Missouri Furniture store on 9/23/23 to apply for refund and we still have not received refund. They keep saying they mailed check, then they were going to hand deliver it and we still have not received anything after making numerus calls to the store, finally went in on 11/25/23 and spoke to manager *****************. He said he would get this handled. He called us back on 11/27/23 and told us a check was going in the mail. No check has been received. Thinking about contacting an Attorney but thought I would file complaints with Attorney General and BBB first.

  Customer response

  12/08/2023

  Refund check has been received and I am satisficed. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Location: **** ***** ****** *********** MO 65721 We had been looking for new appliances. On 9/9/23 we stopped in and narrowed it down to a stove, dishwasher, and icebox. ***** ***** was assisting us. They work on commission and she said she would be out of town for the weekend for a wedding. That same day we received a flyer that says it's 25% off everything for VIP weekend 8/10/23-8/14/23. The next day I went to the store, showed the flyer to a representative that worked there and they confirmed it. I waited to go back until Monday 8/14/23 so ***** would get the credit. I showed Mandy the flyer and she went to her manager to do a calculation to see what the costs will be. The manager comes back and says they aren't going to honor the discount and that they made a mistake.

  Business response

  08/29/2023

  We are saddened to read this.   We are working diligently on making sure our marketing messages are clear. I am attaching the Direct Mail that was sent to *** *****  At the bottom of the flyer, you will note on the second line of the disclaimer, we have excluded appliances from the 25% off sale.     Also in the marketing flyer, it states multiple times the 25% relates directly to Furniture and Accessoires.    Appliances are always excluded from Furniture discounts.  Appliances are different departments in our locations than furniture and are priced with their sale price in the showrooms.   We are truly sorry, if our advertising was not clear to *** ****, and will continue to work diligently with our marketing team to present clear marketing messages to our sales team members and clients.   

• Initial Complaint

  05/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 23, 2023 I made a $5000 furniture purchase from Missouri Furniture in Kirksville MO. Biggest mistake I’ve made in years as the salesman and store manager lied regarding the price match with Ashley’s online pricing. I discovered this mistake shortly after the furniture was delivered. I immediately went to the store and brought this oversite to the attention of the store manager. The store manager wouldn’t even look at the prevailing prices and just told me they use the prices in the Missouri Furniture’s computer. The district manager contacted me via Email a few days later. He sidestepped the matter and offered to make things right by giving me the mirror for my dresser which I actually had paid more for just the dresser without the mirror. I then contacted the Missouri Furniture corporate office and was told by a customer service manager that she would look into the matter and get back with me. I never heard back from this person and in spite of additional calls the matter is still unresolved. And an actual quote taken from an email from the district manager, “We do absolutely price match Ashley’s on-line pricing”. My advice would be to purchase furniture from any company OTHER THAN Missouri Furniture and to do your research on merchants via online reviews like this one and the Better Business Bureau. If I had done so I wouldn’t of had the issues I’m having now with Missouri Furniture!

  Business response

  05/08/2023

  The customer ordered a Queen storage bed, dresser with mirror, nightstand, and 3 pc table set over the phone at our Kirksville location. There was some miscommunication, and the mirror was not ordered. Mr. *********** wanted us to price match the prices that was on the Ashley Home store website, which is what the sales associate was able to do since we do price match. The sales associates look on the Ashley Home store website and they are also able to contact our Operations Manager as Ashley corporation emails all price changes. Upon Delivery, Mr. *********** had contacted the showroom due to our delivery team not having the mirror and at this time he also discussed the price difference of $367.00 that he had said was the difference between the prices he seen online and the prices on his sales ticket. Our showroom told Mr. *********** that the mirror would be ordered at no cost to him and offered the $367.00 difference to be used as "in store" credit towards his next purchase. Mr. *********** accepted the offer of not being charged the mirror, which was delivered on April 27th, but declined the in-store credit. 

  Customer response

  05/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  I NEVER accepted the businesses offer to use the $367.00 as a store credit. In fact in an Email correspondence between myself and the regional manager I clearly stated that. And I followed up with an additional Email stating that with the acceptance of the mirror I did not consider the matter resolved and at that time asked to be contacted by a corporate customer service manager or the regional sales managers supervisor. I did not receive any call or Email from either person and had to contact corporate myself. When doing so I told the customer service manager that I expected to be reimbursed the $367.00 I was overcharged as I won't be doing business with Missouri Furniture again.

  
  
  
  Sincerely,
  *** ***********

  Business response

  05/09/2023

  In my last response, I didn't say Mr. *********** accepted the offer of the $367.00 in store credit, only accepted the offer of the mirror free of charge since we acknowledged there was some miscommunication and the mirror should have been ordered while the sales associate was on the phone with Mr. *********** when they were discussing the purchase. All the pricing our sales associate, Showroom manager, District Manager seen was off of the Ashley Home store website which changes frequently so our District Manager contacted our Operations Manager to see if Ashley manufacturer rep could contact us to make sure they had the correct prices. Our District Manager even sent an email to Mr. *********** showing the difference between the prices that was on the website was higher than the prices he was charged. Mr. *********** has spoken with his sales associate, the Showroom Manager, our District Manager, and our Client Care Manager all about this issue and will feel there is nothing more anyone in our company can do to resolve this issue. 

   

  Customer response

  05/10/2023

  Complaint: ********
  
  I am rejecting this response because:

  I stopped in to the store to see about the mirror and to ask why I was not charged the Ashley Online pricing. I wanted to show the manager the website prices at this time on my phone. He refused to even look at the pricing. The pricing that was in effect was the Ashley Aniversery Sale pricing which remained in effect for a week or more after my visit to the store. These prices were still in effect when I was contacted by the district manager AND when I contacted corporate customer service but no one at Missouri Furniture would even bother to look or they would of seen the difference in pricing that I was charged and the Ashley website prices. It should be easy for someone at Missouri Furniture to contact Ashley and get confirmation of this. I've asked for this proof of the store manager, the district manager and the customer service manager but to date all that I'm getting is lip service and NO action.
  
  
  
  Sincerely,
  
  *** ***********

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is for the Kirksville location. I bought a bunch of furniture and appliances. I waited over a month for the 2 headboard. I sent them back the next day because They didn't have legs to stand on, and one of them lokked like a mouse had chewed on it. They keep telling me I would have a check by yesterday and I still don't have it. They just give me the run-around.

  Business response

  09/28/2022

  I have spoke with our department that takes care of the refunds and they will be sending out the refund today (9/28/2022). I'm not for sure why it was not sent out before but I had them confirm that it will be sent out. 

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My defective Ashley sectional was picked up on 9/13/21, never repaired, which the repairs had been agreed upon based on photos, estimated 1-2 weeks for repairs and return. After 2 contacts and 3.5 weeks of time I was told that my sectional would require professional cleaning prior to repairs. I was never notified of these when it was picked up or after the first contact inquiring when it would be completed. I had been ran around from the start of my service request and attempted to be brushed off, which I assume they hoped I would get discouraged and give up seeking repair of my faulty furniture. I was treated with horrible disrespect from the local Kirksville branch of Missouri furniture by a female named ******, and then by ***** ******** from the corporate office. I was lied to and ended up a full month without all of my living room furniture while 7 months pregnant without the promised repairs. This is a truly horrible company and something needs done. I can send emails if needed.

  Business response

  10/13/2021

  After bringing in the sectional to be repaired the service technician deemed that it would be a health hazard for him to repair the sectional in the state that it is in currently. We truly apologize for the lack of timely communication. After we were made aware of the situation we reached out to the customer to give them the options of either us bringing the sectional back to them or we would require the sectional to be cleaned in order for us to proceed with the repairs. I apologize if you had a poor experience and would love to help make this right for you. 

  Customer response

  10/14/2021

  Complaint: ********
  
  I am rejecting this response because: had there truly been the concerns listed when the item initially arrived then I would/should have been notified immediately. Not after nearly a month. I do note an odor in the sectional that was not there when it left my home, which causes me to believe that due to your company trying to refuse to fix the issues from the start of my request, I unfortunately believe that you have done something to cause this. It smells like body odor and motor oil. Had it smelled of dog I could understand how it was from us, but we have our dogs groomed on a regular schedule, so that is even hard to believe. It did have some dog hair, which was evident in the photos that I submitted. It will have dog hair, we have two dogs in our home. I want to reiterate again, from the beginning of my request I have been brushed off and ran around by ***** ********, I have email documentation to verify. I think this was a pathetic attempt to not have to submit repairs and your company has caused damage to my sectional. One last time, had these issues been there when it was picked up then I should have been notified immediately, not after allowing yourselves a month to cause this odor. 
  
  
  
  Sincerely,
  
  ***** *********

  Business response

  10/14/2021

  We do apologize for the lack of communication. There is only one Service Technician that works in that area and they are only part time. There was an error in time quoted when the Service Department told the consumer it would only be a week to two weeks for the repair to be finished. We will be discussing how to fix this issue internally and apologize for that delay. As for the state of the furniture, after it leaves your home it is stored in the Service Dock waiting to be repaired. Once the Technician got to the sectional to begin the repair he was concerned that there were hazards that we do not allow warranty work to be done if there is "heavy soiling or abuse is evident". That is stated in Ashley Furniture's Warranty under the **** at the bottom of the chart on warranties. 

  Customer response

  10/15/2021

  Complaint: ********
  
  I am rejecting this response because: Again, I do not feel this smell came from our home. It does not smell like a dog, it smells like a dirty man who has worked in a mechanic shop. Nothing else in our home has this odor and even my cleaning ladies brought up the concern of the odor of the sectional yesterday. I am confident that they are aware enough of the condition of our home that they would know if we had a "soiled" couch that was a "health hazard." I strongly believe that this was a final attempt by your company to fail to uphold your end of the repairs that you agreed to do. How did the deliver men not encounter this odor if it came from my home? The repair man was not the first person in contact with this sectional. If there were concerns they should have been brought to my attention immediately. I am also appalled that the first attempt from your company to apologize for any of the mistreatment was after I filed a complaint with the BBB, which I told both ***** and ****** that I would be doing. ***** never responded and ****** was quite pleased with herself to tell me to "go right ahead." You said in your first response that you'd like the opportunity to "make this right," I'd like to know what that looks like to you, because you've made this quite wrong every step of the way. Lastly, I want reimbursed for my extended warranty fee, why would that had not covered any of the the repairs that you wanted to bill me for? I truly think your company was trying to lie and bill me for a 'cleaning fee" that wasn't actually needed to offset your cost of repairs and when I refused to be bullied by you any longer and requested my couch be returned you harmed it and sent it into the home of a small child and pregnant woman. And in line with your poor business practices, the people delivering the sectional back to me were an hour late. I had to have someone stay at my home during the window and extra time because I work full time. You guys just desperately need to get it together or give up and go out of business. 
  
  
  
  Sincerely,
  
  ***** *********

*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. ↩