ComplaintsforClubfurniture.com

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have completed an order as instructed. I have paid the deposit, which is roughly half the price and over $2k in this case. I have documentation to support this. I have had very poor customer support. They actually charged someone elses credit card initially for the order and I called and corrected them. I was honest and made my payment. I am WAY over the estimated time to have my order completed and I have had no communication and I have emailed their service and informational emails with NO response. The one person I talked to months ago was incredibly rude. So odd but as I am typing this, I just see that my Amex was charged another $2k. Still no correspondence whatsoever. I really thought this whole company was a scam based on how this process is proceeding. I googled searched to see if this is a scam company and decided it was time to report to BBB. I see the company has a clear policy on refunds and I would assume that I would normally be past the point of a full refund, but I have no way to know without communicating. I have no idea if they have started manufacturing my order or anything at all. I am very concerned that I just got charged the same price again with no notice.

  

  Business response

  11/17/2023

  *********, 

  Thanks for your feedback.  Your leather cutting was approved on 10/9 (final dye lot) and your order completed production on 11/14 and was picked up by the shipping company on 11/16.  I just called your home to discuss any questions or concerns and left you a detailed voice mail.  We will be sending over the carrier details in the next few minutes for your review as well.  As far as emails and correspondence, I'm not sure how there was a break down in communication, I certainly apologize if we missed a email from you.  You can feel free to call me anytime ******************** as I will always make myself available to you.  You can also call the same 888# and hit extension 1 and a team member will be more than happy to help you.  The item you ordered is a tufted ************ sleeper sofa that takes a lot of man hours to bench build and only select craftsmen are allowed to build / upholster them so if there is a large backlog of orders, sometimes they run a little longer in production.  I think in your case the leather was a little later coming in from the tannery and that contributed to the slightly longer lead time.  Again, we are happy to let you know that your beautiful hand crafted ************ sleeper sofa is now with the shipping company and you will be enjoying soon.  I hope you return my call and I again apologize if we missed an email from you.  Best regards and happy holidays!  ****** King     

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a replacement slipcover for a sofa I had previously purchased. The original color came with the sofa was natural twill fabric. I request a new slipcover in bright white. The new replacement color is called Artic White. When I received the new slipcover, it was the same natural color as the original one. I reached out to the owner who stated he would send a cutting of the fabric to the mill to confirm the correct color was used. After a great length of time, I never heard back from the owner. After I reached out, I was told the color was correct. This was all done via email and the owner was dismissive stating it meets standard. The white has a yellow hew to it. Additionally, the craftsmanship on the new slipcover compared tp the original is terrible. where the zippers close and get tucked on the back pillows is awful in comparison to the original. I can provide pictures. Also the slipcover was sent in a used toilet paper box because they had no boxes in the factory. The slipcover was thrown in the box with one thin piece of plastic not ever covering the entire slipcover. I paid ****** for this item, and was treated so poorly and indifferently.

  

  Business response

  07/21/2023

  See Attachment

  Customer response

  07/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
  
  I truly believe the fabric used was the wrong color, but I cannot prove it. We can agree to disagree. I do not believe there was intentional maliciousness by ************** or myself.  I wish ************ had just taken the time to explain in detail to me as he has done so with BBB. I am not an unreasonable customer and am very happy with the original sofa. 

  However, I very grateful to ************ that if I purchase fabric, he will remake the slipcovers at no charge. I do think that is generous offer. ************, please let me know how many yards of fabric needed and I will look into purchasing. 

  Thank you kindly,

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

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased couches from ************** on 3/3/21. At that time it said 8 to 10 week delivery. My couches were shipped to me June 25, 2021. My receipt shows I paid for Down cushions on both couches. On Jan 3 when I went to wash the cushions, this is slipcover furniture I saw that the cushion inserts had no down wrapping. I immediately reached out with photographs to show them what I got was not what I paid for. They acknowledged the error. It took from Jan 3 to approximately March 24 to ship the new cushions. I received them around April 1. I have attached photos of the new cushions. These cushions are 2" longer and 2.5 inches thicker than the old cushions. They didn't send new cover for these new inserts and they are too large for the couches, they hang over the edge of the couch by 2". I notified them again of the problem. 2 weeks to get an answer and this is what I'm told. "Firstly, ALL cushion inserts are made to be bigger than the cushion cover, this is so that the cushion will fill out the cover efficiently. The cushion insert CANNOT be the same size as the cover. Our spring feather lite cushions are Poly, with a spring coil insert in the center, poly on top and bottom of spring coil insert, fiber wrapped around cushion, with down feathers glued on the fiber wrap, the base cushion is then put into a down proof ticking. This is how our cushions have always been manufactured." I had an upholsterer come over and look at the cushion and he laughed. He said it was physically impossible to get these inserts into these covers and if you somehow did the moment you sat on them the zippers would break. There is also no spring coil insert its just a piece of 5.5" foam you buy.I have contacted ********************* at ************. I told him I want the couches picked up and want a full refund. They acknowledged in an email on 4/18 that they will have everything picked up and I will be issued a full refund of $3857.98. I have little faith that this will happen.

  

  Business response

  04/25/2022

  Customer wants to withdraw the complaint fully. Please contact customer on how to do so. Also, please make sure this doesnt get posted to the public record. We will, and always have followed through on our commitments to customers. She will be getting a full refund despite having laundered the original merchandise. Most companies would not allow this!! We will make sure its handled professionally. Thank you. 

  Customer response

  04/30/2022

   
  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

  11/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  May 19, 2021: Placed an order for a new sleeper/sofa. Discussed with the helpful sales professional, specifically about timeline. He stated ***** weeks. I asked about paying more to get it sooner, he said that wasn't possible and that most other competitors are taking 20+ weeks. So, I placed the order.Mid September, 2021 (17 weeks): called to check status. Was told it would be delivered in October.Mid October, 2021 (21 weeks): called to check status. Was told it would delivered in November. I demanded to speak with a manager. ******, I believe, said they were going to pilfer from another order and get it on a committed timeline.November 3rd (24 weeks): product was completed and sent to the shipper November 11th (25 weeks): called to check shipping status. They said likely next week (week of 11/15).November 23rd (27 weeks): called to check shipping status. They said likely next week, maybe the next (week of 11/29 or 12/6). I called Club Furniture to see if they could do anything to expedite as I have family coming to town, planning to sleep on my new sleeper sofa over Thanksgiving break. The answer is no. The shipper, Peace Transport, appears to be a furniture company, not a shipping company, co-located with American Rattan, which I'm guessing this is part of Club Furniture. If they stick to the stated timeline, which would be a first so far, I am expecting delivery somewhere between 28 and 30 weeks after ordering (2.5-3 months later than I was told when placing the order). If I cancel, I will be charged a restocking fee in excess of $1,000. The price of the sofa is $2169. Including the price of the couch I bought off ********** ($400), my total costs will be $2569.I understand things change and the world is tricky sometimes but being honest and forthcoming is a choice. Their choices, whether by incompetence or intentional deceit, has cost me an additional $400 and an additional 2.5 months without a couch.

  

  Business response

  11/29/2021

  *******, 

  Most sincerely apologies that we were not able to meet your timeline in this case.  I know that we have been pushing the factory to ship this ASAP and we were advised that your item had made it through upholstery and appeared to be finishing up last we communicated.  I'm being told that the memory foam supplier is the reason this did not get released to the carrier sooner.  We expected a shipment of these mattresses and the supplier failed to deliver them as scheduled.  This has been happening for months and months now from all suppliers that feed into the industry and it has become impossible to production plan and forecast with any degree of certainty.  We are doing our best to pass along what information we are given from the plants, but that information can become out dated in a matter of hours or days because of vendor supply chains issues.  I have called the shipper and they are calling you today to schedule this delivery.  Around the holidays in "normal, non-************ deliveries are a massive challenge with all the competing demands and issues, but it's become nearly impossible to function with absolute clarity due to all the material and labor shortages.  We do apologize for the longer than anticipated time and wish that we had more control over the current market conditions, it would certainly make all of our jobs more enjoyable and the process less frustrating for all.  I will instruct our accounting team to credit your card $200.00 for the inconvenience.  I know that you will love the sleeper that was made for you and know that it will have been worth the wait.  Apologize again from the bottom of my heart that this didn't get there before the holiday.  Any questions please feel free to call me anytime ******************. Best regards,  ****** King 

   

  Customer response

  12/05/2021

  I'll take the $200 off, thanks.  Now I'm only out $200 more than anticipated due to the 10 aditional weeks, that's 2.5 months, than quoted.  4 weeks of which, it was sitting with "********************"...which I assume is your company...which is described as "Enjoy FREE shipping plus full-service "white glove" in-home delivery on your entire order!"  You know this is 100% false advertising and you should remove it.  Its shameful.  Unethical.  You can't blame labor short or supply chain for misleading information.

  Reality:  my "white glove" service = one guy which didn't acknowledge my existence, offer to help, hold the the door, or question about which door they preferred, and one older guy who either had not bathed in weeks or sprayed himself with cigarettes and alcohol prior to arriving.   I felt akward in my own home when my new couch was being delivered.  "Nappy" is how I would describe this older white male. A soggy drunk.  I opened the couch (sleeper sofa) to check it out, he actually told me I should've looked at the mattress before he put the cushions on.  I reframed from engaging in conversation.  After I got the "white gloves" out, quickly, I adjusted the legs properly, finished removing the plastic they missed, cleaned up the other plastic that spilled out of their truck into my street, and gave the couch a little disinfectant.  Made me miss the guys from ****** that delivered my washing machine.

  There is absolutely nothing "white glove" about it.  That is simply false advertising, a straight forward lie to help sell.  They just plopped it down, clearly disgruntled they were even doing this for a living, got the signature, and departed...the cigs and booze stank departed a little while later.

  These lies, leading on about timelines, and terrible service aside, the product appears as expected for a $2,000 75" sleeper sofa assembled at a factory.  

*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. ↩