Complaints

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a chair, loveseat, and sofa in December 2022. The furniture was delivered the first part of January 2023. The loveseat and the chair are rocker/recliner combos. These two pieces broke immediately. We were told the frames were faulty and the store would order new parts to repair the pieces. The back was removed off the recliner and taken to the store to be repaired. After 2 weeks, the repairman brought the back to the recliner. It was still broken and I have a video to prove it. Showed the video to the sales manager. He promised the store would make good on the furniture. The manager can't seem to tell me when the parts will be in. I have been very patient, but not anymore. This has been ongoing for about 2 months. I don't trust the furniture or the store.

  

  Business response

  04/11/2023

  We have spoken with **********************  We have agreed to pick up the furniture on April 15th and give her a full refund.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have cheated me out of my money. I paid for a table and chair set $2402.41 I returned it within 24 hours of delivery. I purchased another and paid it out right. I was to get my refund once the table and chair was returned. I returned it 12/9/2022. Now that I've returned it I received a refund of $1876.71 when I questioned the price I was told I don't get the taxes back. How does that work how can you keep the tax on returned merchandise. I paid the tax on the other and they didn't waive it or whatever so what am I missing here.

  

  Business response

  12/12/2022

  We have attached copies of the transaction.  We refunded the amount of the dining room collection, and sales taxes. See invoice C2660832. What the customer did not get credit for was the protection plan which was attached to her new purchase See invoice 2653827.  The customer was not given credit for the original delivery charge of $199 plus sale tax which totaled $218.40 as the delivery was made.  When the customer did not like the dining room suite we originally delivered and came to reselect another dining suite, She was charged for a second delivery of 199 plus sales tax, totaling $218.40. Therefore the customer's refund has a difference of $525.70.  The difference is for the protection plan and delivery charges plus sale taxes on the deliveries.

  Customer response

  12/12/2022

   
  Complaint: 18553220
  
  I am rejecting this response because: My question has not been answered. Delivery is not in questions only the tax amount for the initial purchase.

   

  Kindly take a look at invoice# ******($1715.38) I paid the sales tax in the amount of $152.39 this is for the table delivered 12/9/2022. This one is ok.

  For my initial purchased table, I paid  $213.43 in sales tax on invoice # *******($2402.41) that was not refunded to me and my question is why the table was returned?

  I have no problem with paying 2 delivery fees those were both paid in full with out questions. 

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

  

  Business response

  12/21/2022

  I have added the original ticket and the credit memo for your review. 

  The original total was $2402.41. This includes the table, delivery fee, and the protection plan added to the subtotal- then taxes were added. 

  The credit memo for what was returned is a total of $1876.71. This includes the price of the table and taxes.

  The tax amount changed from the original ticket ($213.43) to the credit memo tax amount ($166.72) due to the subtotal changing- we did not refund the original delivery fee or the protection plan. 

  The original subtotal was $2188.98 plus tax. The credit memo subtotal was ******* plus tax. 

  $2188.98 minus $199 (delivery fee) minus $279.99 (protection plan) equals *******.

  Customer response

  12/21/2022

   
  Complaint: 18553220
  
  I am rejecting this response because: I know math and this has been made to keep a portion but its ok. I will not be back!!!!!!!!!!!!!!!!!!!! I have been shopping with Great American Homestore over 20 years check my track record and never have I been cheated until NOW.......................The receipt in NO WAY breaks down that way the only thing should be minus is deliver fee which I paid out right twice. Why would it be minus the protection plan I paid that too this makes no sense what so ever. You guys didn't front the protection plan I paid for it. You didn't give me this for good measure I paid for it.

   

  2402.41-213.43= ******* is what I was owed not 1876.71  original ticket amount less tax = refund so how and why was warranty deducted and I paid for it?????

  Listen this is a waste of my time if Great American Homestore is ripping people off for a couple hundred dollars shame on yall.

  Now that I'm thinking more 

  199.00x9.75% = ****** 2402.41-******= 2184.01 this is delivery fee plus tax subtract  original invoice amount  you still owe ME 
  

   so lets start over *******-199.00= 1989.98+213.43= 2203.41 this is subtotal minus deliver plus sales tax you owe ME 

   

  I'm not subtracting a warranty I paid for it so why are yall taking that out?????????????????? I'll blog it and post if to SM I'm sure I'm not the only person this has happened too
  
  Sincerely,
  
  ***************************

  

  Business response

  01/18/2023

  If you would like the credit for the protection plan, we can cancel that and refund you the cost of the plan plus tax if that is what you're asking of **. 

   

  We've been in business for 20 years, and we have never cheated any of our guests out of their money. We want to make this right for you, so let us know if this suffices. 

  Customer response

  01/18/2023

   
  Better Business Bureau:
  Please refund me for warranty and applicable taxes.Let me now the how it will be refunded and or if I am picking this up from local store.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 6 dining room chairs in January of 2022. I was told that there would be a wait for the chairs which could be up to six months. I was fine with the wait. In June of 2022, I received a call that my chairs were ready to be picked up. I picked them up at the Warehouse in *******, **. We put them together as soon as we returned home and found one chair was broken. I immediately called the help line and was instructed that both chairs from the set must be returned. I was told that I had to have the replacement set delivered. I could not return them to the warehouse. The delivery was scheduled for June 25, 2022 from 11 to 3:30. I was home the entire day. I called at 3:45 because they did not show up. I was told that they would deliver the next day at the same time. They did not show again. I rescheduled for July 6th, July 19, July 26th, and August 6th. All no show and no calls. On August 13th and 23rd, they tried to deliver one broken chair not a set. On August 23rd, I called ******'s finance company and lodged a complaint. I have spent over 4 hours on the phone with support staff and was lied to three times. The manager, ***********************, at the local store said that I should have called the store and spoken with them. I responded that I did. I spoke with ******* two times. ***** wanted to set up yet another delivery, which she could not guarantee would arrive. I explained that I am not staying at my house one more day to wait for deliveries which are broken or never show. I am happy to pick up from the store. She said that was not possible. I informed her that ****** was in breach of contract because they would not deliver 6 good chairs, and that I have spoken to a lawyer. She slammed her hands on her desk, pushed away from the desk, crossed her arms, and said she would not speak to me or help me since I called a lawyer. I would like to return the 4 good chairs and the broken set to the company and never buy from them again.

  

  Business response

  09/01/2022

  I have researched our records and can not find where we have had a transaction with ***********************.  It is my belief that the customer has made this purchase with *************** Store.  We are The Great American Home Store and we have no afflation with *************** Store.  Please verify if I am correct.

  Customer response

  09/02/2022

   
  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. I did click the wrong business.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 13, 2021, I purchased mattresses, a mattress base, a mattress protector, and furniture from Great American Home Store (GAHS). The order was delivered to my home on November 18, 2022. At the time the order was delivered, I had already left to go back out of town due to my career as a travel nurse. Recently, my nephew wasted juice on the bed, so I go to remove the mattress protector, and realize its not an actual mattress protector, but a piece of the mattress. We then realize that the mattress protector was never delivered. So I proceed to reach out to the Great American Home Store. I initially come in contact with a young lady named ***********************. She tells me that the purchase order does show that a mattress protector was ordered, and she apologizes for the item not being delivered. She then tells me that they no longer offer the cooling mattress topper, and gives me the number to PureCare ***************) and tells me to give them a call so that they can ship me one out because you are allowed 4 mattress toppers in a 10 year period. We then hang up and ****** tells me she has a mattress topper that she will give me until I can receive the one purchased, in which I send my boyfriend to pick up. I call PureCare the next day and explain the situation as I have above and they tell me that I cannot file a claim on an item that I never received. PureCare tells me to call the store back and tell them that they need to ship the item from their warehouse, or put in a direct order to them so that they may send out the initial cooling mattress protector that I should have received at the time of purchase. I email this information over to ****************, in which she tells me it they cannot honor the original mattress protector because they switched companies. At this point, I ask to speak with a manager in which I have been unable to. I would like to receive the original cooling mattress protector that I ordered, because it does the same job as my cooling mattress

  

  Business response

  08/16/2022

  Our research shows a mattress protector was delivered to the customer.  There is not a notation by the customer on the delivery document stating they did not receive a mattress protector on November 18th. There is no record on file that shows ********************* making us aware of her not receiving a mattress protector upon delivery. Our customer service representative, *********************** accepted ************************* claim she did not receive a mattress protector when she called our service department on August 8th..  Arrangements were made for ************************* friend to pick up a mattress protector. We gave her friend the mattress protector she purchased.  We do not sell cooling mattress protectors and have never sold cooling mattress protectors from ********* or from Tempurpedic.  ************************** should not have told ********************* to call *********.  This was a mistake to do so.  By doing so we feel ********* only complicated the matter and gave ********************* incorrect information.  We have discussed this with ***************.

  Our customer service manager ***************************** has been out of the office with Coved. This is the reason she has not spoken to him. We will order ********************* a Tempurpedic Breeze mattress protector at no cost to her.  This will void her warranty through the  ********* Mattress Protector Company.  It  takes approximately 10 -14 days for orders from Tempurpedic orders to be received. Upon receiving the mattress protector we will send our service rep to her home to clean the stain on her mattress and delivery her a Tempurpedic Breesze mattress protector.

  Customer response

  08/16/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some kitchen furniture with this company around 2015/2016 and I was told that if I did not use the warranty that I would get a $149.99 back. I did not use the warranty and I never got a check for $149.99. I have called almost every year to discuss getting the $149.99 mailed to me. Every time I call I am acknowledged about them owing me and some one would call me back. Well on Sunday 7/31/22 I called and explained everything and the young lady got my mailing address and told me a check will be sent out. Well come 8/1/22 I get a call saying they arent mailing me a check, it was supposed to be store credit per her manager. I told the rep that was incorrect and that was not what I was told. I told her if it was store credit then why wasnt the credit applied to the bedroom set furniture I purchased in April 2018? I said the lady on Sunday said a check is being mailed and today its store credit. The rep said she would let her manager know and I would get a call back. As of today 8/4/22 no one has called me back. I would like my $149.99 mailed to me like it was discussion. I do not want store credit because their furniture tears up and I refuse to spend another dime with this company that lies.

  

  Business response

  08/05/2022

  Our records indicate ****************** made a purchase on 06-18-16 for a dinette with a 3 year accidental protection plan.  The plan cost $149.99  At that time the policy was if you did not file a claim with the plan during the 3 year period , the customer is entitled to a credit to be applied to their account in the amount of $149.99 toward a future purchase.  The three year period expired on 06-18-19.  The customer contacted ********************** in July 2020 for her credit.  The credit for $149.99 was applied to her account on 07-13-2020.  There is not any notations on her account that she has spoken with anyone again until 07-31-22.  She requested a refund for $149.99.  The customer representative (***) that spoke with ***************** informed ***************** that she would submit a request for a refund to our accounting department. The accounting department upon receipt of the request for a refund called ***************** on 08-01-22 and explained to her a refund would not be mailed out . The policy is to apply a credit to her account for the cost of the plan ($149.99.) which can be used towards a future purchase. Again this credit was applied to her account on 07-13-2020.

  The Great American Home Store has  always issued a credit not a cash refund.  We apologize for any misunderstanding, but we unfortunately will not be willing to compromise on the policy of the protection plan.

  Customer response

  08/05/2022

   
  Complaint: 17674734
  
  I am rejecting this response because:

  The communication has been extremely poor on your part as a business. I had to call in July 2020 to ask about the money. I was supposed to have gotten a call back and no one followed up with me. Your follow *** are the problem in this entire situation. ***** left me a voicemail in ************************* the middle of the pandemic. If the credit expired 6/2019 why wasnt the credit applied in 4/2018 when I purchased more furniture. You say you arent bending on company policy but you arent following your own policy. Me, as the customer has spoken with numerous people and no one mentioned a store credit nor did they apply store credit. Now you are saying I will have future credit. Your company has broken my trust. We are going back and forth about a promise your company broke. I will let everyone know not purchase any furniture from Great American Home Store because they trick you with gimmicks then refuses to bend a company policy that the company isnt following themselves. A manager as yet to call me to explain the issue. I do not want the credit. I will never ever purchase furniture from your lying, false advertisement company. The kitchen furniture was broke when I got it and the bedroom furniture is already breaking. Keep your store policy because that is all what you have. Apparently, a company policy is more important than a customer. **** my words this wont age well. This conversation is over. I will be more than happy to spend my money with your competitors and watch yall go out of business. Thank you for actually responding since you have a problem with follow up. Keep your store credit, Im not that desperate to ever return to your store. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/15/2022

  It is the responsibility of the customer to contact us within  ninety days of the expiration date of the protection plan to request a credit . ****************** protection plan expired 06-18-2019.  We could not apply a credit to her purchase in April **************************************** force.  Our records indicate ***************** contacted us in July of 2020 for her credit.  The credit was applied to her account on 07-13-2020.  Our records do not show ***************** called again until 07-31-22 requesting a refund for $149.99 not a credit.  We do not give a refund on an unused protection and we have never sent a customer a refund regarding a protection plan .  It has always been a credit to be used towards a future purchase.  We explained this to ***************** on 08-01-2022.  We explained this to her when she made her original purchase in June of 2016. This has been the program for 18 years.

  After reading the remarks made by ***************** regarding The Great American Home Store, I on behalf of The Great American Home Store, have decided it is best for us to make an acceptation.  We will mail a check to ***************** for the $149.99 the cost of the protection plan.  I also will go on record as stating we do not lie, cheat or misrepresent anything to our customers. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bed in February. I was told the bed is backordered and would arrive in July. I got a call last month informing me that it would be here in September. I get another call today saying the bed has been pushed back from being delivered and now it won't be delivered until October! I have paid almost $2000.00 for the bed and a mattress set from Great American Home store! Why do the buyer/planners keep a bed on the sales floor that is almost taking a YEAR to be delivered! Isn't this eventually a bad rep for the store/brand and a loss because eventually I'm sure some customers (like me) who have ALREADY PAID THEIR MONEY ($2000.00) would get a refund and get their money back. Take the bed off of the sales floor if you know the bed is constantly being pushed back to backordered! Where are your buyers/planners in this equation? Do they know how to process forecasting and planning reports and make wise business decisions on behalf of the Great American Home store? Ridiculous! That's what you get for trying to come out cheaper and using manufacturers overseas with Covid-19 in the equation that slows down production. Start sourcing/buying from American manufacturers with decent production/turnaround times! The bed probably isn't what worth what your selling it for anyway. Not only are you jeopardizing the sale on the bed but I also bought a mattress set which you have in stock so you are potentially missing out on a sale on the mattress set alone. I don't like doing mis-matched business when it comes to furniture. I would preferred to purchased my bed and mattress from ONE store. But with the frustration I have I am about to cancel the whole order! I need this resolved with a discount and free delivery!

  

  Business response

  07/23/2022

  ******************* is correct in the statements she has made.  I am going to try to respond to each of her questions in the order of her complaint.

  1.  The delays of products from overseas vendors has been going on for two plus years.  If we tool everything off our show rooms because of these long delays there would be very little furniture to show and display.  This is true of every furniture store in America.

  2. We explain to every customer at the time of purchase the issues and the probability of expected delays.  With the delays the customer has the right to cancel with a full refund, if the customer so chooses.

  3. Yes our buyers know how to do their job and they are doing all they can to buy and receiver quality merchandise from all over the world and from American

  4. There are hardly no American manufactures left in our country to purchase from.  We do purchase from those that are still in business.

  *****************, the store manager, left ******************* a message to call him regarding her situation on July 21st.  Ms ******* has the right to cancel with a full refund or per her request we will work with her on an additional discount .  

   

   

  Customer response

  08/01/2022

   
  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.

  I would like a discount.
  
  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. ↩