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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a sectional couch on 1/11/2021 and paid half down. The couch was shipped to Southern Heritage Home on 7/22/22. On 7/25/22 I paid the remaining balance. I did not get a call to schedule delivery until 9/9/22 and delivery was schedule from Acadia Home Delivery for 9/16/22. The initial delivery fee that was quoted was not honored. Upon delivery of the couch, Acadia Home Delivery was paid the delivery fee. The driver realized the recliner was damaged and took it back to be repaired. As of today, 12/9/22 I can not get an exact date the recliner will be repaired and delivered from either Southern Heritage or England furniture.Business response
12/13/2022
The manufacturer is waiting on back ordered parts to arrive to do the repair. We have given the customer a credit of $250 due to the wait time for the manufacturers repair.Customer response
01/30/2023
I am rejecting this response because:Here is the email reply I received today (1.27.23) from the furniture company. I'm still not satisfied.
At this point the least would be the full delivery fee refunded ($540 - $250= $290). Thank you for your help.
Business response
01/30/2023
The Manufacturer warranty does not cover shipping, only the repair on the item. We have paid the shipping to have this picked up from the customer in another state at a charge of $255.00. We have given the customer a credit of $250.00. The item is scheduled to be returned to us from the manufacturer on February 10th and at that point we will then have to pay $255.00 more to ship this back to the customer. A total of $760.00 on a Left Arm Facing Recliner that the customer paid $643.00. So we cannot give anything additional on this.Customer response
01/31/2023
I am rejecting this response because: the delivery fee I paid is the least they can do after the hassle of dealing with this. It should have never been sent to me damaged like it was (after waiting 9 months for the order). Keep in mind the delivery fee went up, which had to pay from what I was originally quoted. Also, my husband asked that the to deliver this back to us as soon as it's back in their possession and they have made no arrangements to get it to us sooner-- saying we have to wait on the delivery company to schedule. Again I would like to request an additional $290 be refunded to me. The other option at this point is they come pick up the part of the couch I have and I want a full refund. My brother in law ordered the same couch on 12/3/23 and it was delivered on 1/21/23--so 7 weeks and I have been waiting over a year and still do not have my full order.Thank you!
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Contact Information
2220 US Highway 70 SE Ste 459
Hickory, NC 28602-5192
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
---|---|
TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | Closed |
Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.