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ComplaintsforHigh Country Furniture & Design, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased a bed frame/2 box springs/mattress in 2019 for a second home. We noticed that the mattress was sagging on one side. We contacted the company on several occasions to see if they could come out to take a look at it. After several attempts a representative from High Country finally came out on 9/20/2021. The representative admitted to us that the bed frame was not installed correctly which caused damage to the box spring and mattress, and that High Country would replace the box spring and mattress at their cost. The representative said that this is a common issue with other clients. The owner, ****, called us and told us that he was not going to cover the cost of the box spring and mattress. After explaining again to **** what we had discussed with the representative, **** became defensive and rude was continued to say he would not replace any items. Then he hung up on us. We would like to see this resolved with a box spring and mattress provided to us at their expense.Business response
09/27/2021
The ***** are good people. They purchased a bed two years ago back in August of 2019 along with a mattress set. The metal frame on the bed where the mattress sits has become disconnected and the box has fallen. The one box probably needs to be replaced, and I told them i would sell them one. This is not a mattress warranty issue and there is nothing wrong with the bed. The frame just needs reconnecting which i think has already been done.Customer response
09/29/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
Why were we told by the High Country representative that came to the house, Chuck also believed to be an owner, that High Country would replace the box spring and mattress at their cost, and Within hours we were being told they will not be replacing the box spring and mattress? Per the representative the damage to the box spring and mattress was clearly a result of the bed frame not being put together correctly by High Country. We don't feel we should now have to purchase another box spring and mattress because of High Country's failure to correctly install the bed frame. We feel that we have been lied to, and that High Country can not be trusted to stand behind the workmanship of their installs.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.