ComplaintsforHarris Family Furniture & Mattresses

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a sofa and a chair on 9/5/21 and was given an approximate delivery estimate of 3/22. I provided a deposit of $929. I recently followed up twice regarding an estimate of when my furniture would be delivered. The first time I did not get a return call. The second time I was told the estimate of delivery would be July 2022. I requested to cancel the order since that's a ridiculously long time. I need something sooner. I was informed that I would be charged as restocking fee of 445.75 and that it was noted in my contract that this would be the case. This makes no sense. They do not have any merchandise to restock. They claim they have incurred nonrefundable fees from the credit card company as well as Lazboy. I think this is hogwash. If Lazboy cannot deliver the merchandise, they cannot charge the retailer and I find it hard to believe their fees **** not be refunded when they refund me.

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2022/01/04) */ I am surprised ******** did not call you and let you know she was refunded in full on 12-17-21 on her Visa Card. We will put her sofa+chair into our inventory when it arrives. Thank you Happy New Year Bill H***** - President

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a LANE (supposed) leather couch at their North Conway, NH location on 03/09/2020. I was told over and over that this couch was 100% genuine leather by the salesman, Alan B. C*******. They offer free delivery in NH. They first delivered my couch to me on 03/20/2020. The delivery guys damaged the back of the couch and never even mentioned it to me. I looked over the couch before they left and noticed. I told them that it was ripped in the back and one of the guys told me to "glue" it! Like how rude and disrespectful! I then contacted the owner, Bill H*****, and he assured me that they would replace it for a new one, not ripped. I then got the second couch on 07/23/2020. It looked fine. Now months later (less than a year), I noticed the edges of a cushion are all peeling/shredding. I could tell it was NOT real leather at that point. You can tell it is vinyl by looking at it and real leather would not do that! It would just crease! So on 05/07/2021, not even a year after I've had this couch, I contact **** again thru email to show him pictures of the cushion. He messaged me back on 05/25/2021 to let me know he can get a replacement cushion cover for me. I thought ok. But then I notice more cushions with the same issue! So NO, I do NOT want to get replacement covers because they **** still have the same issue. Clearly NOT leather. We are very clean and conscious of our furniture. We only SIT on it! I've also spoke to their store manager, Kate M******* about this. She told me last that she would work on it and try to help get me at least a store credit so I can purchase a different couch. Prices have risen since and I was still willing to just get a credit and buy something else even if it costs me more! I'm a single disabled mom of 2 well behaved teens and this should not be happening without giving me some type of resolution to get rid of this piece of junk! Now she informed me they won't help. Trying to contact **** again! UGH!

  Business response

  03/01/2022

  Business Response /* (1000, 10, 2021/12/16) */ Response to BBB Serving New Hampshire Case #******** Thank you for your second letter of November 22, 2021. The first letter of November 8, 2021 must have been overlooked. I do not dispute that this customer purchased a Lane sofa from us on March 9, 2020 or that we replaced it in July of 2020. ******** did order a replacement seat casing which I gave her. I also ordered a second seat casing for her which she was asked to pick up at our North Conway location. We know that the Lane leather on this sofa is only covering the seats, back and arms. The rest is vinyl. We have been right up front wit ******** on the construction of this sofa. She paid $699 for this upholstery delivered. I am sorry but we cannot take it back for credit. We have tried to appease this customer on every occasion. Thank you, ******* *. H***** Consumer Response /* (3000, 12, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is ridiculous! They NEVER told me it wasn't all leather! THEY WERE NEVER UP FRONT WITH ME ON THAT IMPORTANT DETAIL EVEN WHEN I ASKED OVER AND OVER AGAIN! I ASKED BEFORE I PURCHASED IT AND THEN ASKED IN ALL THE EMAILS AND PHONE CALLS I HAD TO MAKE AFTER I NOTICED IT WASN'T ALL REAL LEATHER AND WAS CRACKING AND PEELING! THE SALESPERSON TOLD ME IT WAS COMPLETELY REAL LEATHER BEFORE PURCHASING IT SO I BOUGHT IT going by HIS info. I don't work there, why would I know what everything is made of? I asked for that very reason so I could make an educated decision on purchasing this couch! BUT WHEN IT STARTED HAVING ISSUES WITH THE PEELING/CRACKING, I KEPT ASKING THEM HOW CAN THIS BE REAL LEATHER IF IT'S PEELING/CRACKING IN LESS THAN A YEAR? That is NOT being up front with me at all! NOW they are ALL OF A SUDDEN being up front in writing because they are back peddling! The manager was the only one to admit it wasn't TO ME and that they were WRONG but only on the phone so I have no proof of that of course! How convenient and shady! Look back at all the emails and that I asked that question over and over and they ignored it in every response! That is shady! I did attach all of that info. Then later on the manager of the North Conway store told me that the sales person was wrong and was not knowledgable and had too many complaints for not knowing his stuff so they let him go. So why do I have to be screwed over when they said it was real leather before and after I bought it but then the manager finally admitted they told me wrong!? I NEVER got the cushion covers as I stated in my complaint. NEVER! I didn't bother going down there to pick them up because the couch continued to fall apart/peel/shred like I told them over and over! I informed **** that I wasn't gonna bother wasting my time or gas to pick them up and that I want a credit/refund! Am I supposed to continue to ask for new cushion covers every time they crack because these are plastic and junk? There is NO way that a couch should only last a year or less! $699 is a lot for a single, disabled mom! My children are older and are very well behaved. We ONLY sit on the couch! I **** NEVER buy another thing from this shady business and I **** make sure lots of others won't too! You admitted to me after the fact that it wasn't real leather and that the salesmen lied to me, **** ********! I **** pursue this until I have a fair resolution! You shouldn't lie to customers! Business Response /* (4000, 16, 2022/01/13) */ Thank you for your Email , We hope you had a good Christmas and New Years. Regarding ******** *****. We ask that you look at our first reply, as we cannot take back this sofa . We have been open and upfront with this customer We mailed her the cushion casing last month which **** make her sofa new again . ! To the best of our Knowledge We have not received any other complaints, Just untrue accusations ! We have tried to help her and have never lied to her. We cannot take back this sofa . Thank you, ******* H***** President

*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. ↩