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Complaint Details
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Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased this furniture from Furniture Marketplace in January of 2021 along with a furniture protection plan from Safeware Insurance named LifeProof. Furniture was delivered in January of 2022. Within 6 months of delivery I noticed discoloring and flaking on the middle cushion. I notified **** at Furniture Marketplace and sent pictures. He reached out to Southern Motion the manufacturer of the furniture. He responded back that they said it was not a manufacturer issue. He then provided me with my policy number for the insurance I had purchased. I reached out to them and sent them pictures, it had now spread to all 3 cushions. Please note that there was some chewing of the piping which was done by my dog. I filed a claim and it was denied. I then reached out to **** again and was told that I had to submit each picture as a separate claim, however he was going to reach out to Safeware himself. Months later with emails back and forth I was told by both him and his staff that they were going to make this right. I can provide you with all of the emails if need be. I spoke to a young woman at Furniture Marketplace and was told that they were going to eat the cost of replacing the leather on the sofa. Weeks went by and no word from them. They finally told me that their furniture repair man was very busy and would reach out to me when he could fix the furniture. I do not recall when it was but **** the furniture repair person had called me while I was away on vacation and said he could do it that weekend. I explained to him that I was out of town. Weeks go by and still nothing. I call and speak to **** and was told that **** had tried to schedule an appt with me but I was not going to be home. First of all he gave me like a 3 day notice of when he was going to come out. What I do not understand is why my case of getting the furniture repaired had to put on the back burner. Now all 3 cushions of the sofa are peeling as well as the love seat.
Business response
08/11/2023
We have responded directly to the customer and have agreed to replace all of the damaged seat portions of her sofa and loveseat at our expense.
We did call her and let her know this and she was agreeable to this solution. We have ordered the parts needed and when they arrive we will have an upholstery technician go to her home and install them.
Initial Complaint
06/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
In June of 2022, I purchased bedroom H**3132373636353035H - chest of drawers, 2 night stands, and a dresser from H34323331**3237363230H. It was delivered 2 1/2 months after June, somewhere around Sept. H34323331**3237363230H&#**;s owner hired his son, ****, who owns Wimpy&#**;s ***************** LLC to deliver this H**3132373636353035H. When they delivered it, they destroyed my floor. I had someone look at it and they said the floor would have to be replaced. H34323331**3237363230H was supposed to deliver a check to me to have this floor repaired and the product to replace the flooring from Menards. It never happened and now I am getting ready to move out and I will be responsible for the repair to the floor.Business response
07/10/2023
We have contacted the customer, apologized for the delay, and assured her that we are going to get this taken care of in a timely manner.We will have a plan and timeline by next week which we will share with the customer.Thanks for your help in this.Customer response
07/12/2023
Complaint: 20157160
I am rejecting this response because: He told me two weeks ago he was going to resolve the issue and he has not done so. I am not going to accept anything until final resolution of the compliant.
Sincerely,
***********************Business response
08/05/2023
We have successfully had the flooring replaced at the customers home. Appreciate the customer's patience while we worked to get this completed.Customer response
08/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I am disappointed however that it took 9 months to resolve an issue that could have been taking care of in a week.
Sincerely,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.