ComplaintsforEller & Owens Furniture, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Couches are different than show room couches.Not comfortable hard padding or not enough padding. Hurts to sit on for prolong time. Duration of a normal movie.Foot rest on all four of recliner part of couch will not stay up and support weight of legs.Size of couches smaller than show room model, like it was made for children.Cust service/ warranty **** was no help. Told us couches need to break in. They got worst as the couches were broke in. Service man for furniture company came to house could not fix recliners.

  Business response

  02/07/2024

  Please see the attached documents the Eller & Owens response

  Customer response

  02/10/2024

   
  I am rejecting this response because:
  When a customer walks into a showroom and the salesperson shows them a piece of furniture the consumer expects the same quality of furniture to be delivered to the home. That did not happen in our case. Now it may not be the fault of the seller, that the manufacturer used different leather and maybe different components, but the seller just can't ignore that there's a problem. We made it clear right away that we were not happy with these couches and they were not of same quality couches. These couches should have been returned and they should have put claim in with manufacturer. I was in the showroom the day after delivery and I let them know then that there was an issue and the sales lady directed me to the warranty ***** They are doing everything they can not to deal with this issue. We even paid for extra protection for these couches. These couches will not stay in my home. I am not okay with trying to sell a problem to another innocent party. They will be donated. Were out of the purchase of a couch and loveseat and the extra protection we purchase. This whole experience I wouldn't wish on anyone. I would not recommend this store to anyone we know.

  Business response

  02/12/2024

  We have an excellent record with The BBB.  We have an excellent reputation in the communities we serve because we do bend over backwards to make sure our clients have a great long term experience with us.  In this case, there is simply no position to move too other than what was stated initially.  Why?  Because there is absolutely nothing wrong with the products.  The manufacturer uses the same materials, parts, components, etc for all of their products.  Those things simply don't change.  ************** inspected to address the claims.  Our warranty representative presented the complaints to the manufacturer.  We are all in total agreement...there is nothing wrong with products.  It is simply absurd to ask for a full refund for products that have been used and have no defects of any sort.  

  The client signed the invoice, presented in the first submission, where our policy clearly states "No Refunds".  

  I assure you, if there were any sort of issue for us to remedy, we would've already done so.  I do regret the client isn't happy with their selection.  There is nothing we can do about that. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sofa and 5 year extended warranty with the understanding that if the warranty was unused that we would get a refund of the cost the warranty. The sofa back has worn through the leather and the warranty company says this is not covered. We want our warranty purchase price refunded per the understanding we had with the ****** store. They have refused to live up to the agreement.

  Business response

  09/26/2023

  Hello - 

   

  Regarding the claim filed by *** & ***********************, please see the attached documentation.  

   

  The client claims that the protection plan they purchased 8/21/2019 has not done as promised and has requested a refund for the amount of that protection plan.

   

  First of all, the protection plan has worked for them.  The first page of the attached is the clients Guardsman protection plan service agreement.  The second page is proof from Guardsman that the client filed a claim on that protection plan on 8/21/2019.  ********* switch on the reclining sofa went bad.  Guardsman ordered the part and paid for the switch to be replaced.  This document is Guardsman's record of the part being ordered and paid for by Guardsman.

   

  Due to the simple fact that the client did actually use the protection plan means their BBB claim is invalid.  

   

  As to their claim about the leather losing color on the headrests where they sit, that issue is not covered by the leather tannery, the furniture manufacturer or the Guardsman protection plan.  Beginning on page 3 of the attached you will see the handwritten client invoice.  Page 4 is the policy information on the back of the invoice where we have highlighted an applicable policy statement regarding leather.  Page 5 is the computer printed copy of the invoice.  Page 6 is a policy addendum where you will see leather issues detailed further.  It clearly states, "all manufacturer warranties as well as all extended warranty protections do not cover the deterioration or fading of leather top coats."  Please note the client signature on that document dated 8/21/2019.  The client received their copy of this document along with their invoice.  

   

  The issue she has complained about, unfortunately, was not and is never covered by any warranty.  That is why we go to extra lengths to make certain clients are informed. 

   

  On 8/14/2023 the client spoke to our warranty department about her leather issue.  On 8/29/2023 she was verbally told about the issue not being covered.  Despite the lack of warranty coverage, as a gesture of goodwill, our warranty department proceeded to check on the availability of replacement leather parts.  Unfortunately, they found out that the leather had been discontinued and there were no parts available.  Had parts been available, the client would've received a quote for the purchase and replacement of the parts.

   

  Page 7 and 8 is a copy of the most recent communication to the client making certain she has all of this information in writing.  

   

  In summary, as the client used the protection plan, we cannot refund her purchase price of that plan.  As the leather issue was never covered by any warranty, there was never anything the manufacturer or Guardsman were obligated to take care of.  As the leather itself is no longer available, there is nothing we can do to assist her.  She did sign very clear and specific documentation at the time of purchase regarding the lack of warranty coverage for loss of leather color.  We do regret that she is unhappy.  If we could assist, we certainly would, despite the fact that we were never obligated too.  

   

  I do appreciate you finding on our behalf.   If you need further information, please let me know.

   

  Thank you - 

   

  ******* Owens

*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. ↩