ComplaintsforHefner Furniture & Appliance

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You bought two flex steel recliners. We bought them in march and they delivered in the same month. They cost 3k for both recliners. One of them is leaning, popping and cracking and it not working correctly. It leans to the right. I talked to **** from the service department. She told me that we don&#**;t have to replace it but we will send a part. They said they will try to repair. I told them that this was unacceptable and that we need a new second recliner.

  Business response

  05/06/2024

  Dear *****************,

              Thank you for taking the time to communicate to us about your issues with your Flexsteel recliner you purchased in March.  Hefner Furniture and Appliance apologizes for your inconvenience and we have every desire to address your complaint and provide the best solution available to resolve your issue in a timely manner. 

              You stated to our service department that the chair had several issues. We have scheduled a diagnostic to help us better understand the nature of your complaints and the issues with the recliner. You have also stated your desire to have a replacement chair sent to you.

  We apologize, but Hefner Furniture has a fix-first policy, as dictated by the manufacturers, to attempt repairs before an exchange is considered. We are usually able to restore furniture to complete and satisfactory functionality. If we are not, then other options may be considered. Your current contact is ************************* at the ****************. He will assist you through the service process. If you have any additional question, feel free to contact him at **************.

              As with any business like ours, our customers are the most important resource we possess. It is our goal to bring this issue to a satisfactory resolution and retain you as a future customer for ********************************************* and **********************. We sincerely thank you for the chance to make to address your concerns.

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

  Assistant Manager- Farmington Location

  Hefner Furniture & Appliance

  New Rooms 2 Day Farmington

  *************** N

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

  Phone: ************

  Fax: ************ 

  Customer response

  05/08/2024

  Complaint: 21663879
  
  I am rejecting this response because: I paid 1500 for a new chair not for one that was defective..it's only one month old.

  Why would I want to pay 1500 for a refurbished chair.   You say you will stuff it with more padding and fix the lean to the right,  and fix the stitche...what kind of warranty is this???  When I talk with you all I hear is I am stuck with this lemon ??. 

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

  Customer response

  05/14/2024

  He offered me a new chair yesterday, it's a no go and he hung up on me.  

  Customer response

  05/15/2024

  ***** at Hefner's in ******************* called Monday and said it looks like I maybe getting a new chair.    And he was happy because we could both put this night mare behind us.   But Tuesday he called and was not up beat.   Said he was sorry,  and said he didn't want to be stuck with it.   We bought what we thought was 2 flexsteel recliner,  in March of this year.  But only one was new, the other a floor model.  Broken down.  They have looked at it,  and acted confused about how bad it was.  They said they can patch it up. And we have explained we paid 1500 for a broken down chair.   I told the sales Lady,  I did not want a floor model.  Because  I wanted a new one.    ***** was upset because I confronted him with the truth,  and he slammed the phone down on me,  and this is a manager.  Who I try to talk with.  We spent over 4 000 and all we ask for is a new one like we paid for.   Thanks for your time **************************; 

  Customer response

  05/17/2024

   I don't think ***** or anyone at Hefner's would spend 1500 on a broken down floor model flexsteel recliner,  that's only had 1 months use.  We are devastated after losing our house and everything in it. And being with shelter insurance for 25 years and them not paying a dime,  so we have been saving for 2 years for what we thought was good furniture.  And then ****** taking advantage of use too.  it's a lot to deal with . You have *********************** who is supposed to be a manager and it's really hard to talk with a person screaming at you, saying I am going to hang up on you. They post they want to help you but then hang up on you..   then you have **** who's over *****,  and he just says the Bbb won't help you.  ***** called last Monday and said he had some good news,  we may get a new one in the place of the broken down one. He was really nice Monday, then called Tuesday and said it was a no go, after telling  me Monday that they have a new one in the back so after he hung up on me I just cried. They said they can only fix the broken recliner by stuffing more padding and trying to fix the way it falls to the right,  and pops.  And we have pretty much stopped using it. The only thing I can think of is give it away and take the 1500 lose.  My husband works with over 100 people and some of them spoke up and said they have been taken by Hefner's  as well.   I guess ratings Don't lie.  I will just be glad when the store goes out of business.  I am just thankful for ****** and Menards and ******** furniture and Wilmette furniture. And ******* furniture in cape who have a furniture outlet.   So I don't ever have to step back into Hefner's furniture. Because it is apparent to me that they do not need me or my friends  or co .workers.    ***** at Hefner's the only thing I want is a new chair,  which I payed 1500 for in March of 2024.  And the message goes for the head manager **** . I want a New Chair not a broken down junk chair. I said I did not want a floor model. Floor models are nasty!!!  ************ takes back lemons ??  I feel like Hefner's just raped me for 1500.   Now I know why you have such low ratings and the parking lot is always empty.   Because when trust is gone so are customers. 

  Customer response

  05/20/2024

  Complaint: 21663879
  
  I am rejecting this response because:
  I paid 1500 for a new recliner and got a floor model that was discolored,  and broken down.  It leans to the right and pops,  when letting the leg rest.  I have had the phone slammed down on me by the manager ***********************,  I have been told I would get a new one on a Monday by *****,  then on Tuesday of the Same week,  no you are not going to get a new one.  ***** has also said if I give you a new one,  What am I going to do with the broken down chair .   We ********************* and *************************** reject anything but a new chair or our hard earned money back.   It's sad when a  business sells old used furniture as new.  And the manager just hangs up on you like a school kid.  I feel like Hefner's raped me for my 1500.  I should of looked at the ratings for Hefner's before buying from them, because they have been turned in to the bbb lots of times.  So beware this Memorial Day of the so called good deals.  Don't pay high prices for used furniture like I did.  In March of 2024 I spent 4 000 for 2 recliners and a loveseat.   But only got 2 new pieces and one broken down lemon ?? flexsteel recliner,  that was a store model that smells Iike  smoke.  From jackets rubbing on them.   We are just sick of the lies from ***** and **** the so called manager.  It's hard to believe that no one from Hefner's will stand behind what they sell.  

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

  Business response

  05/21/2024

  **** called in to follow up and state they will be responding soon. Told me some more context around the complainant's behavior. I advised to relay this in the response when they are ready and to omit any specific vulgar terms.

  Business response

  05/22/2024

  Please see attachment for business response.

  Customer response

  05/23/2024

  Complaint: 21663879
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

  Customer response

  05/24/2024

  I did not use vulgar language. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought last January. Furniture has been picked up and worked on time and time and time again. Still not repaired properly. After this has went on for a whole year, and i ask that they please just exchange these for new of the same pieces of furniture they refuse. Also if i ask for store credit they refuse. And just say all they can do is work on it.

  Business response

  01/30/2024

  Dear Mr. **********

  We appreciate you taking the time to contact us about an issue with your Flexsteel sofa and loveseat exchange from February of 2023. We believe strongly in customer service and will do our best to resolve your issue. We also thank you for choosing Hefner Furniture and Appliance for your furniture needs.

  Our records indicate that you initially purchased your furniture in December 2022. In February 2023, you called about issues with the furniture and we exchanged the product free of charge. In August 2023, you contacted us again about the same issues. Due to the length of time in home and the repeating nature of the issue, we are unable to refund or exchange again without first attempting to repair your merchandise. Our service department is diligently working to resolve your issues and we now need to send our service technician to diagnose the issues as you see them. Doing so will help us determine the root problem and repair it, if it is deemed a manufacturer defect. Flexsteel is one of the top brands in the reclining furniture industry, and back it up with a robust manufacturer’s warranty. If it is found to be not covered under manufacturer’s warranty, I would suggest calling ******* ********* *******, at ***** ********, and using your extended accident plan.

  We apologize about your dissatisfaction with Flexsteel, and hope we can bring this to a quick and satisfactory resolution. We are confident in the brands we carry, but our customers are our most valuable resource. Thank you and there’s no place like Hefner’s!

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

  Assistant Manager

  Hefner Furniture & Appliance

  Ashley 2 DAY

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a living room set from Heffners on April 21, 2022. A good part of the sell was that they had an insurance provider, *******, that would cover the furniture against animal (dog) damage done to it. We had a German shepherd puppy who occasionally would chew on the furniture. We were told by the salesman, *****, that ******* would either repair or replace any damage done to the furniture by our dog. I asked several times to verify what the insurance would do, and he repeated it would either be repaired at our home or the furniture would be replaced with the same furniture and if the furniture was no longer being made, the entire set would be replaced free. We bought over $4000 in furniture and the 5 year insurance policy. The furniture was supposedly popular and was normally in stock. We paid for the furniture and awaited a delivery date. After a month we had to contact Heffners about getting the furniture. We finally got the furniture at the end of May. On October 13, 2022 the dog ate part of the cushion. We contacted ******* and they said a rep would be contacting us in a day or two. No one contacted us back. We called numerous times, but no one would contact us. Finally on March 7, 2023 we were able to speak to an employee. We explained we had been waiting to get the damage repaired since October, We were told that Heffners failed to send the paperwork and the claim was cancelled. We volunteered to call Heffners to get the paperwork sent. Heffners contacted, and they stated the paperwork was resent. Today (March 20, 2023) we've had no contact with *******. We called Heffners and spoke to *******. ******* told us that they only sell the insurance, and that Heffners had nothing to do with the repairs/replacement. ******* said she could either call the rep that they deal with or call the same number we have been getting no response from.

  Business response

  03/22/2023

  **** *****

  We appreciate you taking the time to contact us about your ongoing warranty issues from October of 2022. We thank you for choosing ****** ********* and Appliance for your furniture needs. We believe strongly in customer service and will do our best to resolve your issue in a timely manner.

  We are sorry that you are dissatisfied with the warranty service being provided by ******* Furniture Service on your Homestretch loveseat. You called ****** ********* in October 2022 stating that your dog chewed on your seat cushion. As accidental pet damage, this is not covered under the one-year manufacturer warranty. We referred you to ******* to use your extended warranty, which covers one-time pet damage. You then reached back out to ****** ********* on 03/07/2023 checking on the status of your repair. Our service department contacted ******* and found out that ******* had closed the claim due to insufficient information from the customer and it being reported outside the required time allotted to make a claim.

  Our records show that our service department contacted ******* on your behalf multiple times, both to help facilitate a claim by submitting your receipt and to dispute the denial for you. Like most third party warranty companies, ******* has standard policies regarding claims. To process a claim, they require pictures of the damage within 30 days of you noticing the damage. ******* advised that they told you they needed pictures and a receipt. We provided the receipt but ******* states they never received the pictures within the allotted time frame and have denied the claim. Unfortunately, on 03/20/2023, your dissatisfaction of the warranty led ****** ********* to give you a total refund of the MFS, so we are no longer able to negotiate on your behalf through them.

  In response to your desire for replacement, ****** ********* has a “fix first” policy. Due to the length of time in your home and the nature of the damage, we are unable to exchange the loveseat and recliner. However, we still have repair options to offer. The recliner appears to be under the initial manufacturer warranty and we can repair for free. Unfortunately, the loveseat is both outside the one-year warranty and has damage not considered a manufacturer defect so you would be responsible for parts and labor.

  We again apologize that your dog chewed up your loveseat and it is our goal to provide you with some level of assistance. If you would like to begin the process of repairing your furniture, please contact the Poplar Bluff service department at ************** and ask for service. As a 4th generation local business, our customers are our most valuable resource. Thank you and there’s no place like Hefner’s!

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

  Customer response

  03/23/2023

    We were never told that we needed pictures at the time we first made a claim.  Instead we were told that a rep would contact us a day or two.  Never happened. When we finally got a second response from Montage 5 months later, they stated it was HEFFNERS fault for not sending the paperwork.  HEFFNERS then claimed they never received anything from MONTAGE the first time.  We were told one day that Montage would still accept the claim by HEFFNERS employee.  The next day we were told it wasn't going to be accepted because of the 30 days.  HEFFNERS stated they had nothing to do with the insurance company except taking the money for them.  ******* called and said that her and another manager were going to refund the money for the insurance and fix the tear in the recliner which is still under warranty by HEFFNERS.  Neither has happened at the time of this response. Montage has been named in all kinds of scams where they take too long to file a claim so they can claim it wasn't filed in the timeline.  (Look at the web under Montage scams) ******* claimed she has never heard about a scam with Montage but indicated she had looked them up on line before.  If Montage is such an honest company then I have to believe that HEFFNERS failed to file the paperwork and are really the reason why the claim was denied and closed. I would never buy anything from Heffners or Montage again.  Buyer beware.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an extended warranty on our furniture. We bought the furniture in November 2020. We have an issue with a Lazy Boy recliner where the stuffing in the seat is collapsed. We filed a claim and they came and looked at it. The gentleman that came out and looked at it said it would be no issue for them to fix it. This week, they contacted us and said they are saying they will not be doing anything about it.

  Business response

  05/24/2022

  Dear Mr. ****,

  Thank you for taking the time to communicate to us about your extended warranty experience on April 29th. Hefner Furniture and Appliance apologizes for your inconvenience and we have every desire to address your complaints and provide the best solution available to resolve your issue in a timely manner.

  On April 29th, you called the Farmington location and advised that the extended warranty company, Montage Furniture Service or MFS, had denied your claim to fix your recliner. Hefner Furniture contacted MFS in an effort to determine the reason why and was told that the claim fell under the “normal wear and tear of the furniture” clause and that Montage was not obligated to take action.

  When we advised you of Montage’s reason for denial, you stated that you wanted a refund on the extended warranty purchased on 10/09/2020, or you wanted the chair service for free by Hefner Furniture. We advised that your manufacturer’s warranty had expired and that we would have to charge for any service performed and that the extended warranty was provided by MFS, and is completely under their purview. We regret that we are also unable to refund the extended warranty, mostly because it is still in effect until October of 2025.

  You advised that either we refund the money or service the furniture or you would contact the BBB. I stated that I would attempt to contact La-Z-Boy to see if we could get parts for free, and if so, Hefner Furniture would waive the labor involved. I contacted you on May 3rd, and advised that Hefner Furniture would facilitate the service for free because La-Z-Boy agreed to send parts for free and you agreed that this was an acceptable resolution.

  We apologize that Hefner Furniture is unable to help satisfy your issues with Montage Furniture Service. We apologize that are still unable to refund the extended warranty, but are pleased to assist you by servicing the recliner free of charge.

  As with any business like ours, our customers are the most important resource we possess. It’s our goal to bring this issue to a satisfactory resolution and retain you as a future customer for Hefner Furniture and Appliance.

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

  Customer response

  06/07/2022

  This company reached out to us and resolved the issues to our satisfaction.

*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. ↩