ComplaintsforCarolina Furniture Concepts, Inc.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased about $25.0 worth of furniture from their *********** store during the Covid pandemic. We waited for delivery of MUCH of the purchase while they held our partial deposit monies; and as we received furniture, we did ask that items which were completely damaged be exchanged - often times us paying for higher priced items. We did also ask that damaged items be repaired, which Top Notch did on CFCs behalf. Now a recliner, that they brought to us with one leg completely broken off, has come loose again - we are unable to repair ourselves. They were not returning our calls, to get it re-repaired (Best furniture has a 5 year frame warranty); so I called and was told by the store manager in ***********, that hes been told by the higher *** that CFC is no longer doing business w/ the Roses nor speaking to us ??? What are they basing this decision on and why are they not honoring one of their manufacturers warranties ? We simply want the chair RE-repaired

  Business response

  01/19/2023

  The manufacturer's warranty covers labor for repairs and part installations for the first year of ownership, and the customer is outside of that one year labor coverage.

  Customer response

  01/19/2023

   
  I am rejecting this response because:
  The repair they had their service make, has failed.

  Business response

  01/20/2023

  As previously stated, Best Home Furnishings warrants the repair labor for a period of one year and this warranty has expired.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a swivel/rocker/recliner on September 24, 2019 from Carolina Furniture Concepts located in ***** **. I paid $615.00 for the chair. Last week as I sat down in the chair i lifted the handle to raise the foot rest. Something either broke or snapped in the mechanism which made the chair inoperable. This chair is only 2 years old. I went back to the store and talked to a customer service representative. He stated he would contact the manufacturer about the problem and would in turn call me. When i did not hear back from him I in turn sent numerous emails to the manufacturer of the chair (Best Home Furnishings) detailing the problem. In turn they said they would send me a replacement mechanism at my expense and if I wanted to install it myself, they provided a ******* video on how to install the mechanism. The manufacturer also told me on 2 different occasions that someone from the store would call me about the problem. To date I have not been called by the store. I guess both parties must feel that if they ignore the problem it will eventually go away. I am 77 years old and not physically able to remove/install a new mechanism. Best Home Furnishings advertisements state long lasting construction, assemble & tested to ensure reliable comfort & designed for years of use. My chair is only 2 years old. I don't believe that replacing the chairs mechanism will solve the problem with chair. There are other problems with the chair but I can't get anyone to listen or take a look at the chair. I have no way to take the chair back to the store. If only someone would communicate or take a look at the chair and provide me with some answer I would accept the results. I am being ignored by Carolina Furniture Concepts. Where is the customer service one expects?

  Business response

  11/22/2021

  Although the manufacturer, Best Home Furnishings, only covers labor and installation for one year, Carolina Furniture Concepts is willing to install the replacement part for the customer as a one time courtesy in order to help repair his recliner.  Best Home Furnishings has processed the parts order.  Carolina Furniture Concepts has no control over how long it will take for the part to ship and arrive, however as soon as the part arrives arrangements will be made with the customer to schedule a repair appointment.

  Customer response

  11/23/2021

   
  Complaint: 16166242
  
  I am rejecting this response because:I am certainly pleased that Carolina Furniture Concepts has agreed to repair my rocker/recliner at no cost to me, however I don't believe that the only problem with chair is the internal mechanism. I am not able to describe the additional problem other then the chair leans heavily to the right side. With these concerns I am questioning what happens if the chair can not be repaired to full functionality.  Will the chair be replaced? In addition, will someone from Carolina Furniture Concepts pickup and deliver the chair at no cost to me after necessary repairs or replacement? Will any such repairs be make at my home or a place of their choosing? I do not have any means to deliver nor pickup the chair after necessary repairs. 

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

  Business response

  11/23/2021

  Based on the customer's complaint to the manufacturer, Best Home Furnishings believes the issue can be taken care of with the replacement part they are sending.  Once the part is received, Carolina Furniture Concepts will make arrangements for the local factory authorized technician to install the new mechanism in the customer's home.  If any further issues are found at the time of the installation, the technician will report the issues to Best Home Furnishings for the manufacturer to decide how to proceed under their warranty.

  Customer response

  11/24/2021

   
  Complaint: 16166242
  
  I am rejecting this response because:I as well as any other customer of any product that is defective expects the manufacturer to resolve any and all issues relating to the defective product.  I am pleased that a representative of the manufacturer will accomplish any repairs to the chair in my home. However,  I expect not to be billed for any replacement parts, labor cost to install any parts or any shipment charges. I still believe that the problem(s) with the chair is not a mechanical problem but a structural problem. I certainly hope all of these issues can be resolved in an expeditious manner. 
  
  Sincerely,
  
  ********************************

  Business response

  11/29/2021

  The manufacturer, Best Home Furnishings, is the determining factor in what is or is not covered under their warranty.  The replacement mechanism part is covered under ************************* warranty at no charge, however the labor warranty for the installation has expired.  Carolina Furniture Concepts is the go-between in this issue and has no control over the manufacturer's warranty, however we are willing to help the customer in this matter by having the part installed in the customer's home at no charge to him once the part arrives.  Any further issues with the chair will need to be addressed with Best Home Furnishings as they are the warrantor of the product.  The factory authorized technician that installs the mechanism will be able to report any further issues that he may find during the installation to Best Home Furnishings for their assessment and decision.

  Customer response

  12/01/2021

   
  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

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture back in 2018 with a 5 year warranty plan. I filed a claim on this in Jan of this year regarding my two recliners that are the same that was beginning to lean and not open properly. On Feb 2nd, a technician came out and looked at it and submitted the part order needing to fix them. I emailed the warranty company they used in March and April and got the response, waiting on company to verify parts. Then in May, I emailed them back with no response. I have emailed them numerous times with no response. I have contacted the company by phone with no returned calls. I have reached out to Carolina Furniture concepts to see if they can get an answer since they are the ones who sold me the furniture and this is the warranty company they sell. Still no response. Since this has carried on so long without repairs my furniture is now to a point to where it really cant be sit on for long. Its continuing to break. I am very upset by the service that I have received by this part. All I desire is to have good quality furniture and someone to respond to me.

  Business response

  11/09/2021

  The customer has an extended warranty through ServeCo.  ServeCo is a separate company, however Carolina Furniture Concepts has reached out to them and requested they have a representative contact this customer for resolution.

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