Complaints

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:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 3/2/2024 we purchase 3 power recliners from Klaussner Home Furnishings, we also purchased the Leather Kit guarantee. On the day of the delivery 3/26/24, one on the recliner had a dent in the right arm rest as well on the back cushion on the left side had a big cut off in the middle. The other damage reported on the day of the delivery was Reclining Console Sofa that had damages and signs of line cut off in several places of the entire set. The delivery personal took notes and called in his delivery manager name *****, and they agree to have the sofas replaced since they were all put together, that it would take another 2-4 weeks for replacements. The replacements didn't occur instead I receive a call on 3/29 advising that he would come and to take a look to have it replaced. On 4/3 he shows up uses a hot gun to take the dent off from the armrest and proceeds to getting the left side repair, which instead he burnt the back cushion off which at this point was more visible. After inspecting the Reclining Console sofa, he advises that he will have to replace the entire sofa and send me a text to advise what other parts needed replacement (as listed in his text) which I advise and send pics. On 5/17 his text response was that manufactures states they are natural characteristics of real leather and no remedy. On 8/1 the manufacture representative and ***** came to access the damages and defected areas on the sofas advise that they will get back with me to advise. On 8/8/24 ***** calls and speaks with my spouse and advises the material is Cowhide leather and that the areas are part of the leather and no damages or defects and if we wish to discuss further to deal with the manufacturer. We are requesting full refund and have these recliners pick up at no cost to us. We previously owned leather for over ************************************* damages like these ones. See pictures and communication chain attached from Klaussner personal. The glider didn't have the defects.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased in fall 2023. Left deposit of approximately $3,200. Furniture delivered in or about November/December 2023. Final payment made via certified check. $3000. Shortly thereafter noticed one seat was again slanted. Also the recharging phone cup holders were not on this model couch. Total price of couch was over $6000. Called ***** the salesman. He sent a technician who testified the couch to try to make it level. ***** said that cup holder chargers would be dealt with apart from the u level couch.The couch still was uneven. ***** was called again. Technician came again and testified couch. Problem continued.We contacted *********************** at the ************** manufacturer. She stated that new section would be sent. A swatch of our couch was cut by technician that came to house resulting from call to ************************The work order was updated but no one ever followed up. We are requesting a full refund and have this couch/sectional picked up at no cost to us. The company does not follow through with us. They appear to have dropped our concerns all together. Pictures of communication with main company are attached.

• Initial Complaint

  Date:07/27/2023

  Type:Order 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.

  In June 2017, I purchased 2 sofas from Klaussner furniture. At the time of purchase and indicated on the invoice, we purchased their protection package. Upon delivery of the furniture, we were not provided with a physical copy of the warranty/protection package, nor were we ever informed that was a necessary item to obtain. In April 2023, our dogs nail ripped a hole in one of the cushions (which is covered under our protection plan). I contacted Klaussner Furniture (Glenwood Ave) directly on 4/21/23. We were told to contact ****** (their warranty company) directly for them to resolve the issue. After months of emails back and forth with ******, ****** stated that I needed to provide them with a physical copy of the warranty. I emailed Servco and Klaussner together, requesting that Klaussner send the warranty to Servco. Klaussner has ignored emails sent on 6/23/23, 6/24/23, 7/15/23 and 7/26/23. I am requesting our cushion be repaired under the protection plan which we paid $250 for at the time of purchase and indicated on the attached invoice.Date of Purchase: 6/25/17 Warranty Payment Amount: $250 Date of Warranty Request: 4/21/23 Invoice Number: K31205 Warranty Number: F10Y-67909

  Business Response

  Date: 07/27/2023

  Due to the volume of customers we handle on a daily basis and the fact that Klaussner's customer service representative, ***********************, has been out on medical leave for just short of a month, we were attempting to handle customer's concerns systematically. Unfortunately, it has taken longer than our normal response time to respond to *******************. I have sent information to the warranty company that ******************* is working with to file a claim and have been in contact with ******************* to move her case forward. Together, hopefully we can satisfy her warranty claim. Klaussner Home Furnishings values every customer and therefore are regretful that there was delay in our response.

   

  Respectfully submitted,

  *************************************** Manager

  Klaussner Home Furnishings

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20383838
  
  I am rejecting this response because: it is a band-aid to our issue. I am sympathetic to ******************** medical leave, however, Klaussner should have established an out of office reply or managed the email account - which is a generic emaii address: **************************************** and not associated with **************** directly. There was no way for myself or any other customers to know that our requests would go unanswered. I will not accept this response until Klaussner supplies Servco with the materials needed to process the claim and my couch cushion is repaired.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered 2 sofas and 1 recliner; order # ***** on 6/18/22. 1 sofa was avaliable for immediately delivery, the other pieces we were given a delivery expectation of ***** weeks. It took 20 weeks to deliver after multiple calls for status. Both pieces arrived with dirt stains. After 3 unreturned calls over 3 weeks, I had to go to the store, just to be pushed off to some 3rd party vendor that wanted to push out another 3 weeks. Another trip to the store finally gets the service manager to my house 2 days later. Sofa was cleaned, recliner was determined to have damage that required a replacement part, that would take 4 weeks to arrive. 6 weeks later on 1/09/22 I called the store for a status on the replacement part and issues with the the fabric that has arisen. I was told the service Manger would call back within 48 hours. After no call back was made and now there is a spring sticking out of the back of my recliner, I called again on 1/18 and left a message for the service manager. After still no call back, I called on 1/21 and spoke to the store manager ****. I reviewed with **** there are issues with the fabric on my sofa, a part on order for my recliner since 11/25 and now a broken spring that had torn through the fabric of my recliner. **** told me he would speak to the service manger and have him call me on 1/23. **** also asked me to email pictures. I recieved no call back from ****, the service manager or a response to my email. With zero faith in the store to be able to assist me, i called the corporate consumer line on 1/26 and spoke with *****. ***** was not the right person to help me but still tried to take some ownership and called **** herself. She stated **** informer her my replacement part was there and he would speak with the service manger about all issues and get a call back to me. That was 3 weeks ago now and I have heard absolutely nothing from the store. This type of service and quality is not what I expected out of a $6,700 purchase.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased 2 powered rocker recliners for $2958 on 8/02/18.Recently the controller for one of the chairs quit working and I left two voice mails for the service department. After no response I spoke with a sales person last week and yesterday I left another message with another person, to no avail.This is totally unacceptable but from their BBB rating I can see why.

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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.

  On 4/11/2021 we purchased / ordered a new sofa from Klaussner - invoice ****** which was delivered to us 9/18/2021. On 10/30/2022 while sitting on the sofa - the frame literally snapped in half. I immediately called the store and left a message for the service manager the same day. I was called back on 11/4/2022 by the service manager, and informed the frame was covered under warranty. A repair person was scheduled to come out on 11/22/2022 to attempt an in-home repair. When the service person arrived they attempted to repair the sofa, but I was informed that an in-home repair was not going to be possible due to the failure being a "major failure". The main board that runs the entire width of the sofa has snapped in half. The repair person took photos and notated the issue, and said Klaussner would be informed that day and I should follow up with them within a day or so. I called the store on 11/23/22 and left a message - received no callback. I called and left another message 12/5/2022 and received no response. I called and left another message 12/12/2022 and still have received no response. I've been dealing with a sofa that is broke in half for two months now with no resolution. I have tried calling for a month now after the repair was attempted trying to get some sort of plan to resolve the issue but cannot seem to get a response from the store to honor their warranty. At this point I question whether a repair would be even be done correctly and question the timeliness of when it could even be done. Ultimately I would like them to come get this sofa and refund my money, or at the very least come repair it correctly.

  Business Response

  Date: 01/02/2023

  A new sofa has been ordered for this customer.  They will be notified once their new sofa is ready and available for delivery.

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  Purchased an electric powered reclining couch on 9/18/21. Order number is ******. The couch was delivered on 11/13/21. Since delivery we have had problems with the functioning of the power features. We have had a third party (contracted by Klaussner Furniture) try to repair the problem with no success. The last time it was serviced they said they needed a new motor. I have been told that the motor was ordered but that was several months ago. They rarely, if ever, return phone calls or emails. It is always the same excuse: "the part is on the way". It has been about a year and they have not been able to get a part or repair the couch.

  Business Response

  Date: 11/21/2022

  The customers' proper replacement motor has arrived and the customer has been notified.  Our service agency will call the customer to set up an appointment to install the new motor.

  Customer Answer

  Date: 11/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have heard this same response over the past 9 months and nothing has actually happened.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/30/2022

  The factory shipped the incorrect replacement motor for the headrest.  The customer now has the correct part for the service agency to complete the service.

  Customer Answer

  Date: 11/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: So now I'm waiting for the service people to come and install a motor. I've done this before and still have a couch that does not function properly. I'll continue to wait until the couch is repaired and working properly.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered 2 couches at the end of July 2022 and i still havent received them. They were supposed to be delivered in early October 2022.

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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.

  This is what we sent to Klaussner Home Furnishings We ordered and purchased furniture from Klaussner on 8401 Glenwood Ave. on June 15th’ a sofa, two side chairs, and an ottoman. Delivery was received at our home, on July 11th. We contacted you that day regarding the defects in the furniture. Several cushions on all of the pieces of furniture were misshapen and sewn improperly. You had someone come out on July 18th and observe the defects and issued an order for a replacement for the cushions and ottoman and one side chair. On August 8th the representative returned at our request, to re-examine an additional side chair that had a bent frame. He measured the frame to be at least 3 inches off. He said a replacement would be made for this chair as well. As of today, September 28, we have contacted you repeatedly for any update on the estimated replacement time. We have received no response, except to say that you have heard nothing. Several inquiries have gone unanswered. We are very concerned about the lack of communication. We have no idea of what is going on at this point except that we have not received the quality of furniture that we paid for in full, from your company. We had high hopes for your customer service and are sorely disappointed. We expected better service from Klaussner than we have received. We were also informed that the factory had closed our case without informing us. How can they close a case without providing us a resolution, for defective furniture that was reported immediately upon delivery? This furniture was paid for in full on the date we ordered it on 6/15/22 The warranty states we have a 5-year warranty on the frame and seat suspension, a 2-year warranty on foam cushions, a 1-year warranty on the leather cover and all exterior components, and a one-year labor warranty. We have issues with the frame, the leather covers, and the legs. You were notified of the above upon our receiving the furniture.

  Business Response

  Date: 10/21/2022

  There is an exchange order in place with the factory for 2 new chairs.  Once we receive in the chairs we will deliver them as soon as possible.

  Customer Answer

  Date: 10/21/2022

  
  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, if it happens in a timely manner. This was the solution we had almost 6 months ago and still have not received the replacement furniture.
  So we will wait until the furniture has arrived in satisfactory condition in the very near future before final acceptance. 

  
  Sincerely,
  
  **** *** **** *******

• Initial Complaint

  Date:08/31/2022

  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.

  We purchased four pieces of bedroom furniture on December 31, 2021 at a cost of $3,807.38: chest, dresser, and two night stands. When the furniture was purchased, the store indicated that delivery was expected in late February 2022. The furniture has never arrived. I have repeatedly contacted the store to ask about delivery, and they keep promising that it it will be delivered soon (they never contact me, I always have to contact them). I also visited the store in person in June 2022. For the last two months they have been saying that the furniture is in and we should expect a call to arrange a delivery time, but we never get a call about the delivery. I have asked for a refund since it appears they never intend to deliver the furniture and they have refused to give a refund.

  Business Response

  Date: 09/16/2022

  We are sorry for the unusual delays.  We have been bound by the information that we have been given by our suppliers during these turbulent 2 years.  The customer has been delivered the bedroom pieces and an exchange order has been ordered to replace the nightstands.