ComplaintsforMichael's Furniture

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a power recliner for my Mom and returned it and they said we needed to receive a credit, which we did. we have been taking care of my Mom 24/7 for several years and she sadly passed away a year ago. WWe have been in the store several times looking for furniture and the salesman knew us and knew we had a credit. Once we were picking out items to purchase and use our credit of ****** we received a call from the store owner and told us we couldn't use our credit, that he didn't know if we had used it or not, that he didn't have a record, etc. He made up everything he could think of don't for us to us the credit. Even when my husband spoke to him and explain the situation he said that was our problem and refuse to let us use the credit or give us a refund.I'm so frustrated with the service and lack of empathy towards our situation and knowing that they knew we needed use the credit.I'm sure ****** is not a lot of money for them but, it's a whole lot of money to us. We are requesting your help in getting a refund and put the matter behind us.Thank you.*********,************************* ************.

  Business response

  08/07/2023

  This customer made a special order purchase in 2013.  This was a non-cancellable order and she had some unforeseen circumstances that she could not use the merchandise she purchased. Special order merchandise is not able to be cancelled.  we allowed her to cancel and offered her a store credit.  The customer recently came into the store requesting to use her credit which she had no paperwork to support the store credit.  It is the customer's responsibility to provide the proper paperwork so we can establish if the credit had ever been used or if still available.  In this case after careful review, it was confirmed the credit was issued in 2013 and according to the State statue of limitations we are only obligated to retain the paperwork and offer her credit for four years.  ********** Consumer Affairs indicated a store credit should only be valid for six years.  It has been 10 years since the store credit was issued.  At no time has the customer presented us with paperwork to support her store credit in the last 10 years.  The owner of the store contacted the customer stating that our records do not got back 10 years to prove that this customer had already used the credit.  We apologize for any inconvenience the owner offered an exceptional discount for any future purchase.  Please note that any store credit in any retail establishment has an expiration date.  We are not obligated to keep records 10 years old on file.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish to cancel a sofa that I purchased over 80 days ago and has yet to be delivered with constant set backs. And I wish to recieve a full refund due to services not rendered in an acceptable timeframe. I was informed that Michael's Furniture of Brick, ** does not accept cancels. This is in violation of (N.J.A.C 13:45A-5.1 et seq.) The Consumer Affairs Act also protects consumers to cancel/ be refunded if an item that was purchased has not be recieved in 30 days time.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2022 my girlfriend and I went to Michaels Furniture looking for a coffee table and end table for our living room. After looking we found a set we liked. I asked The salesperson (***** the owners son) if the set was in stock. He checked and said no, but this set should be in 2-3 weeks **** I said to him Im having people over mid June and and July and really need this set ASAP. He said no problem it should be in 2-3 weeks. I said ok and gave him $300.00 deposit on a $700.00 ****. My girlfriend called Michaels around 06/15 and was told by the salesperson she couldnt look the order up at this time because she was helping a customer and hung up on her. I called back the next day and was told by the salesperson that they would have to call the distributor and they would get back to me. Three days went by and I called back, they said they would get back to me AGAIN. Finally I went to the store and spoke to the owner ******* and I asked him if and when my set would be in. He was abrasive and said that I had to understand that there are supply issues right now. I agreed and said had Id been told this set would take months to come in Id have said thank you and looked somewhere else for the set I ordered. He said who told you 2-3 weeks? I said your son *****. He became very agitated and impossible he would never have said that to you and laughed. I said my girlfriend gave the ok to purchase the set and heard him say 2-3 weeks. ******* said call back 08/11. I said if its not in on the 11th can I get my deposit back? He said call and Ill see what I can do. I called on 07/14 and got the same run around but this time I was told my set was on a container ship and they dont know yet when it would be in. I was told they have until 12/11/2022 and then would give a store credit. I said I dont want to do business with your company and would like a refund. They hung up. Im seeking a refund and feel they are very misleading to customers.

  Business response

  07/28/2022

  Customer:  *********************
  This customer came in to purchase two tables from Michaels Furniture.  We explained there are supply chain issues and dates are estimated.  At our desk when we have the customer sign the contract, the signs are estimated on delivery times.  We did all we could to expedite this order.  Our signed contract gives a date of receipt of 12/11/2022.  With all the delays in delivery and supply chain issues, we put this date to allow for all the issues in our country.  At this time, Im sure that they will come in sooner.  The customer signed our contract with all the above information presented on the contract.  It is impossible to quote a two-week delivery with these supply chain issues throughout our country and abroad. 
  Please understand we will contact the customer as soon as it comes in.  He also purchased a sofa and loveseat on 5/17/022. Customer picked it up on 5/20/2022 only three days after he purchased.  I didnt see that he mentioned that as he challenged our integrity in his complaint.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/3/2022, I paid $1,599.34, the full price for two chairside tables and a small European-style couch at Michael's Furniture. After the transaction was completed and I signed the receipt, the salesman, ***, told my husband and I to look at another piece of furniture at the front of the store while holding on to the receipt. While we were at the front of the store, he added a "Subject to delay" note to the signed receipt. When we came home, we checked the receipt and noticed the note; we also noticed that although *** verbally promised delivery of the furniture to us within the next four weeks, the receipt stated that the promised date of delivery was 4/3/2023, a year from the day of the purchase. This written delivery date, an added note to the signed receipt, and the discrepancy between the verbal and written promised delivery dates were the red flags for us. On the same day, I called the Discover credit card company I used for payment and notified them of my intention to ask the store for a refund. We also mailed a certified return receipt letter to Michael's Furniture the next day, requesting a full refund for our purchase. I also went to the store the next day and asked *** and ******* for a refund. They refused to process the refund and asked me to leave the store. They said that the contract could not be reversed. *** called my husband on 4/5/22 and apologized for adding the note to the signed receipt and promised to make a change to the delivery date in writing. We tried to resolve the dispute and called the store again on Saturday, but any type of resolution was unsuccessful. I called Discover and confirmed that we were unable to resolve the dispute initiated on 4/3/22, the same day of the purchase, on our own. On 4/12/22, ******* called my husband again and stated that the purchase was nonrefundable. Thus, I am filing a complaint against Michaels Furniture and asking for a full refund.

  Business response

  04/14/2022

  Please be advised that Mr. ***** ********************** came into our store on April 3, 2022, to make a special-order purchase of 2 end tables and a click-it bed. The bed was transferred from our main warehouse and ready for pickup within 24 hours of purchase.  The balance of the order is 2 special-order end tables will be approximately **** weeks.
  The date on our three-part contract is put on the front of the contract for extreme situations such as global shutdown due to the pandemic or a supply chain issue.  The date is written in prior to signature by the customer. This is up to the customer to read prior to signing.  We put this information on the front of the contract so that everything is transparent for both parties.  The customer signed and agreed to all the terms and conditions.  The Click-it bed is ready for pickup Monday thru Friday between the hours of 10 am to 4 pm with a call ahead which is stated in the terms and conditions part of our contract on line # **.  A copy of this detailed contract can be uploaded upon your request for proof for all the above.

  Customer response

  04/15/2022

  
  Complaint: 17020733
  
  I am rejecting this response because:

  We were never told that our order was special since the items were displayed on the showroom floor,
  and we did not express any intention to make any changes or additions to them. If the time of
  delivery was written on the receipt as **** weeks from the date of the purchase, and no Subject to
  delay note was added to the receipt after it was signed, there would be none of these unpleasant
  interactions. Also, in the verbal communication, *** stated that the pick-up time for the furniture is
  until 7pm, not 4pm on the weekdays. Numerous discrepancies between verbal and written statements
  made by the business are unacceptable. This is the reason why we initiated the request for a refund
  within 24 hours of the purchase, which is our right as the consumers in the ***********. Thus, we are
  respectfully requesting the refund in a full amount of $1,599.34.
  
  
  
  Regards,
  
  Eleonora and ***************************

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