Complaints

This profile includes complaints for C R Laine Furniture Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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C R Laine Furniture Co. has 2 locations, listed below.

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  C R Laine Furniture Co.

  2829 US Highway 70 SE Hickory, NC 28602-8692

• 

  C R Laine Furniture Co.

  PO Box 2128 Hickory, NC 28603-2128

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for the following items on 12/20/24 to an interior designer who ordered the following: Family room-*R Laine *ustom ****** chair in Vanguard fabric ****. Sable stain on legs 1 X $2,752.00$2,752.00T Family room- matching ****** Ottoman to *R Laine chair 1 X $1,250.00$1,250.00T The items were delivered to my home on 4/13/24. At that time, they were noted to be defective.- *hair cushion did not fit, was asymmetric and leaves giant gaps in the corners - *hair cushion doesn't sit flat on seat - Seams of chair show broken threads, pieces of fabric sticking out, poor junction of piping - Ottoman corners are asymmetric and appear mangled.This information was shared on 4/15/24 with the designer from whom I purchased the chair. I was initially informed that she was told the representative was out of the country in ****** for a wedding and she should hear back soon. There were no further updates provided to me. I continued to ask for resolution and sent photos again (2nd time) on 6/10/24. She informed me of * R Laine " They are getting back to me soon. They are reviewing it and have sent it to the production team." There was again no further follow-up. I reached out twice via the * R Laine website. The first time I received no response. The second time, I received email communication on 7/16/24 from ******************************* in marketing. I explained the situation, sent her photos on 7/18/24 and was told on 7/19/24 she would "forward your information and images to our customer service manager for further review and follow up."I did not receive any further follow-up. On 7/27/24 I sent a follow-up email and received no response. On 8/2/24 I sent another follow-up email and was directed to call *********************. Only a phone number was provided. I have left multiple phone messages for ********************* and have not received a response.

  Business Response

  Date: 08/23/2024

  Our customer service manager, *********************, sent her an email that we would remake her cushion casing but felt the other issues occurred during transit. She also told the consumer that she would need to work directly with her designer, ***************************, for any further resolution. *** told us that she will not refund any money as *************************** still owes her over $5,000. *** said the furniture was bought for the childs playroom and the kids didnt like it and ****** immediately started asking for a refund. When she was told no, thats when the furniture started having problems. *** has a personal connection with this client and the two of them are no longer speaking as this is not the first situation she has had with her demanding refunds when she didnt like that product. We had also issued a *** Call Tag to bring her seat casing back but she returned (2) shoe boxes with the trash still inside.  

   

  ***** received (1) voicemail message from ****** on 8/06/24  and returned her call on 8/07/24. She tried to explain to ****** that we could not refund her money and that she needed to go back to her designer. She told her that the quality of the furniture did not look like this when it left CR Laine and that it was not representative of our company. It appeared that something may have happened in transit to the ottoman but that we knew what the issue was with the seat casing and correct it if she would send it back to us. ***** told her once more that we were not setup to work directly with her and that she would need to work with *** for any other resolution.

   

  Attached is a communication between ********************* and ******.

   

  Thank you,

  Customer Answer

  Date: 08/23/2024

   
  I am rejecting this response because: what has been reported by the company is not accurate. The production issues on this item were brought immediately to the attention of the designer within 24 hours of delivery to my home. This can be seen in the email sent on the day after the delivery. The chair was not for a children's room, and I do not owe $5000 to the designer. Unfortunately I had discontinued working with the designer due to a failure of communications and receiving inaccurate information, this incident included. I provided all of the requested information to the designer, who did not inform me of any attempt to pick up a cushion or chair for remediation. It appears the ** Laine designated shippers (I do not actually know who this was) without notice, retrieved our recycling boxes from the front of my house. During a 19 minute follow-up phone conversation with ********************* on 8/7/24, she reviewed the photos, relayed to me that ** Laine had actually tried to pick up the chair and ottoman (not the cushion) and that she agreed the quality of the products on her review were unacceptable. 

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two CR Laine chairs from ****** Furniture in ********* in 2020. I paid approximately $1800 for both. Within a few weeks, both chairs began to make noises and not operate correctly. Numerous warranty requests were submitted through ****** (****** claims that CR Laine is the problem). The chairs have lifetime warranties. After over two years of complaints, CR Laine agreed to look at the chair--they returned the chairs a month later and the problems were worse. No response to further inquiries or complaints. This is poor quality workmanship and bad customer service to not honor their warranty. I see a full refund--I can provide purchase price details.

  Business Response

  Date: 11/27/2023

  The two ***** swivel gliders were originally sold directly to ****** Furniture in February of 2020 for floor stock. The chairs were then purchased from the showroom's floor after potential wear and tear had already occurred.

  After receiving the complaint from ****** this year about possible noise coming from the spring suspension system, the chairs were returned to CR Laine for repair on August 22, 2023. We inspected and attempted to repair anything that could be causing the noise. 

  The chairs were returned to ****** Furniture on September 15th, and they delivered and inspected the chairs in the consumer's home on September 29th. At this point, it was believed that the chairs were repaired and all was well. 

  Our customer service department received a new complaint on October 3rd complaining of the noise again. 

  Per the attached email from ****** Furniture, they have agreed to pick up the chairs from the consumer and issuing a full refund check to the consumer this week.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $4000.00 Poor workmanship on two custom chairs . The chairs fabric puff out on the sides, the front has poor welting work in the front. See pictures

  Business Response

  Date: 05/11/2023

  **************** first reached out to CR Laine on Saturday, April 29, 2023 via website inquiry stating "My name is *******************************, I purchased 2 chairs, my fabric was from century. I hate my chair do to workmanship. *************" and attached photos of her chairs (pdf of conversation included). 

  CR Laine responded letting the consumer know that she needed to reach out to her original retailer - ****************** of ********* - as they were the ones whom she originally did business with, and they will be the ones to assist her with filing any warranty claims they deem necessary. She responded on Tuesday, May 2nd with "I have allowed them to try to fix it twice and Im still dissatisfied. I sent the pictures do you think that is acceptable? I need your assistance."
  

  At this time, our customer service manager and team reviewed her photos and claims of poor workmanship and her response is attached.

  Our customer service team also reached out to the retailer, Sofas & Chairs, and they responded with the attached letter noting that their client had originally reached out to them about this issue in September of 2022 and they assured her there is nothing wrong with the chairs. That the thickness of the welt is due to the very thick velvet - just as our customer service manager did again. A copy of the original service call from the technician and owner is also included. The consumer has asked the retailer for a discount to keep the chairs, but instead is now asking on this claim for replacement chairs. Sofas & Chairs has told her multiple times that the issue does not warrant a discount because there is no evidence of poor workmanship.
  

  Customer Answer

  Date: 07/19/2023

   
  I am rejecting this response because:
  

  I spoke to furniture repair companies, all the responses  were poor workmanship. I sent photos to three upholsters, all said the chairs were poorly made.  I would like my two chairs repaired. I disagree with CR Laine and Sofa and chairs. My chairs werent repaired. Sofa and Chairs didnt send an upholster specialist. I currently waiting for written estimates from my in house consults. Ms ***** promised to have my chairs picked up and fixed. Currently she isnt honoring her word.

  
  

  Business Response

  Date: 07/25/2023

  Response from *********************, customer service manager:
  After speaking with ******************************* after the first BBB complaint was closed, I did advise her during our conversation that all actions had to be handled through the store where she purchased her furniture. I asked her if they had offered to have her chairs returned to us for repair and she stated no. I told her that someone would be contacting her regarding the situation. We reached out to ***** and Chairs regarding the situation with ******************************* and were told that we had to speak to the owner as they felt they had resolved all issues. We were able to speak with the owner on July 19th, who agreed to contact **************** that day regarding repairing her chairs. We made instructional, step by step videos on how to correct her complaints. The videos were made on June 14th and forwarded to Sofas and Chairs on July 19th. A total of 7 videos were sent to help guide in this repair. Sofas and Chairs has agreed to work with **************** in correcting her chairs.
  
  Attached is a statement from Sofas & Chairs as well as an email for the instructional videos that were sent to their owner for how to repair ******************** chairs on July 11th. At no time did CR Laine promise to bring back ******************** chairs to ************** for repair. Sofas & Chairs agreed to try to repair them locally without returning the chairs to avoid any potential freight damage. 

  Customer Answer

  Date: 08/01/2023

   
  I am rejecting this response because:

  My two chairs were picked up by Sofa and Chairs and returned on 29 Jul 23, no repairs were made.  I was told no repairs would be done.

   

  
  

  Business Response

  Date: 08/01/2023

  Per the attached statement from Sofas & Chairs, the chairs have been returned to ******************************* with the determination that there is nothing wrong with the chairs and no repairs are needed. 

  CR Laine has made it clear to the consumer in past conversations that we have made a good faith effort to assist her retailer, Sofas & Chairs with making the chairs to her liking, but she has rejected them every time. We deemed these chairs acceptable within manufacturing standards and that there is nothing wrong with her chairs. The issue lies between the consumer and the retailer, ****************** of ********* at this time. The consumer did business with the retailer, not directly with the manufacturer; and we have supported our retailer in their response to the consumer's complaints.