Complaints

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a twin trundle bed online or so I thought. When the bed arrived from their ********** warehouse, I received a call to schedule delivery. When the bed arrived i noticed that it was just a regular twin bed without the trundle. I show the delivery driver my order and confirmation and he informs me that that isnt the bed that they have. I proceed to call the store and i speak with *******. She informs me that the trundle part is sold separately. I inform her that i specifically chose this particular bed because it had a trundle and nowhere is it advertised, nor does it give you the option to add the trundle during purchase. She proceeds to tell me that it does so we pull it up together on the phone and what do you know I am correct. now she tells me that it's just a picture online and that if I want to add the trundle it will be an additional cost. At this point I'm furious because I just returned a trundle bed for a better price thinking that I had purchased exactly what was advertised. I proceed to ask for corporates number, and she tells me they do not have a corporate number. I said OKAY can I speak with your manager she tells me she doesn't have a manager. I asked was she the owner and she said no and gives me a generic email.

  Business response

  11/07/2023

  An online purchase was made by ********************** for the ****** Twin Bed by Funiture of *******.  Complete website page is attached as ********************** only provided the bed photo portion and not the description.  This is a TWIN BED ONLY. Our website clearly states that we are not responsible for the photos used by the Manufacturer,  It does not state that a trundle is included and this item is not marketed or labeled as being a trundle bed, but labeled as a Twin Bed.  ********************** also acknowledged all Terms and Conditions of which a screenshot of her purchase is also attached. 

  ********************** did indeed speak with **************************  ******* does not have a Manager as she stated as she is one of the business Owners. ********************** was given the email address that is used by company for all Warranty and Delivery issues, it is NOT a generic email address. 

   All website purchases have the ability to be processed for a return as per the Terms and Conditions which she acknowledged.  ********************** was offered a coordinating trundle for the purchased Twin Bed at a discount and declined.  All Policies not only require acknowledgement at the time of sale but are always available via direct link on our website, www.furnitureworldlv.com. 

  Furniture World continues to be willing to offer the coordinating trundle for the ****** Twin Bed to ********************** at the discounted price quoted when she spoke with ***************

  Please advise how we may further proceed in satisfying the customer and closing this dispute.  

  Thank you,

  Furniture World

  Customer response

  11/17/2023

   
  Complaint: 20812411
  
  I am rejecting this response because: The website has false advertisement.  Why advertise the bed as a trundle bed when you are only selling it as a single twin.  Not only that, but to then say that I only include a picture of the bed that is how it is be advertised.  The email address warranty and delivery issues when the issue is with the company and the advertising. When I spoke with *******, she herself informed me that it should give me the option to add the trundle and when she went to the website and found out that it did not, she said she will contact the company that runs the site. ******* did not offer me a discounted rate for the trundle and top of that the bed that was sold to me the frame is cracked the leg on one side is tilted. 
  
  Sincerely,
  
  *******************************

  Business response

  11/20/2023

  Furniture World shared the actual and complete Website page of the item purchased.  Again, the page states TWIN BED.  *** marketing photo, as per the website disclaimer, is provided by the Manufacturer.  We do not and cannot control their content.  While we have reached out to the Manufacturer, we again, cannot control their provided content.  And when a ****** search is performed on the item, there are hundreds of retailers using the same Manufacturer provided image selling only a Twin Bed.  

  If there was an issue with the bed (ie being crooked), there was opportunity at the time of delivery and set up to correct that issue or refuse the bed.  *** customer accepted delivery and did not note any damage.  And again, as per our Policies, which were previously included in the original response, reflect acknowledgment at the time of website purchase.  ***se policies clearly outline the requirements for reporting damage and commencing a return.  

  If there is an issue with the construction of the Twin Bed, the consumer needs to email the detail and photos for ********************************* so that the service team can evaluate and schedule a service call.

  ******* has advised that she did offer the coordinating trundle to the customer at a discounted rate.  If the trundle is still desired, that offer is still valid.

  While we understand the frustration of the customer as we too are customers in our private lives, Furniture World feels that we have offered customer any and all available options.  

  Customer response

  12/02/2023

   
  Complaint: 20812411
  
  I am rejecting this response because:
  
  I was not there during the time of delivery which was stated on the initial call with ******* so I could reject service or report an issue. I informed her at the time she scheduled the delivery and when I called about the time not being what I purchased. The company isnt taking any liability for doing bad business. There was false advertisement on the initial purchase and then to deliver a broken bed that I paid $200 to have delivered. It is not up to the manufacturer to include on the website that the trundle needs to be purchase separately that is solely furniture worlds responsibility. 
  Sincerely,
  
  *******************************

  Business response

  12/06/2023

  In response to the current statement, we again apologize that the consumer is unhappy with her purchase and we again reiterate that the consumer executed the Policies and Terms during the online purchase.  The details of processing a return was also acknowledged and is readily available through the Shopify platform which services the website.  If the bed is broken, we ask that the consumer follow the Policies as outlined and forward descriptive email of damage including photos to ********************************* which is the email used by the Warehouse for service issues.  And also restating that there are multiple disclaimers on the website that Furniture World is not responsible for the photos used by the Manufacturers.  The bed is clearly marketed as a Twin Bed, not marketed as a Trundle Bed.  Furniture World has offered the trundle at a discounted price and has provided all the necessary channels to report damage and/or initiate a return.

*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. ↩