Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased furniture to furnish our entire home and spent about 10k. One of the items which is our couches started to fall apart within the first year of getting them and was under manufacture warranty and purchased the extended warranty for it. So I contacted the customer service department and worked with the manager ******** to get my couches replaced. They refused to do so and said they can only repair the item and only certain pieces when it clearly states on the warranty packet that scraped scratches and discoloration is covered. Anywho I moved forward with it and scheduled a pick up only to be called an hour before to be told the tech called off and they cant come. Then I was told they would come a days and then the day of delivery was called again an hour before being told that they need to take the couches in to get fixed but the tech cant fit the couches in my car so need to reschedule. Id like to also add that I work a full time job and is difficult to coordinate the days and get time and or to get a family member to stay at my house and did it twice for no reason at all. Finally when they came to pick it up to repair they said there was dog hair underneath the couch and wasnt able to take without us cleaning but the driver said they are in a tight schedule and was explaining to the person on the phone in the customer service **** and she was literally yelling saying that do not take the couches unless they vacuumed the dog hair off and was very rude to my wife who was there. Then after getting the couches there was ***** marks and scrapes all on the pieces they supposedly repaired. *** asked to speak with the manager **** for about 2-3 weeks now and keep being told by ******** who is a manager that he is out on vacation or he is not in and that she keeps emailing him reminders but still no call back. There is also a lot more to the story that I want to explain to the manager **** or his boss at this point. But I feel Im being treated terribly

  Business response

  09/10/2024

  **************** made his purchase on 7/15/2023.  He called 2 days before his warranty expired to file a claim for some damages.  ********, the ************* manager, offered to replace 3 seats from his sectional.  He wanted the entire seat, seat and back ******* replaced, and ******** was able to get that done for him, working with the vendor.  It was discovered that the job needed to be done in our in-house shop, not ******************** home.  Repairs were made and all was brought back to ****************.  He was given a $200.00 in-house credit for his troubles and inconvenience.  The sectional cost was $2400.00 at time of purchase.  He is wanting to claim additional damages to sectional and wants the entire 6-piece sectional exchanged but is now out of warranty.  He did purchase the Furniture Care accidental protection and would have to file a claim with them for any further action.  

  this has been brought to ****'s attention again, and **************** should be getting a call from him by the end of the week. 

  Business response

  09/10/2024

  To update, **************** was given the option to reselect after speaking with ****.  I am told **************** is happy with resolution.

  thank you. 

  Customer response

  09/11/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 8, 2024 I purchased the Lounger 7 Piece Sliding Chaise Sectional from Walker furniture. My delivery arrived as scheduled and the delivery men unwrapped my items in the street exposing my furniture to dirt and debris. After set up they discovered that they did not have the power cord for my item to function and contacted their warehouse supervisor and engaged in conversation in Spanish. They delivery *** told me that they needed a power cord and handed me his phone to talk with a ****** who identified herself as the warehouse supervisor and attempted to speak with me in Spanish despite being told several times that I am not bilingual. ****** attempted to schedule me an appointment without explanation and seemed agitated when I asked. I was told that the power cord was on another truck and the soonest she could get me rescheduled was Tuesday. When I asked why this couldnt be complete today as it was just after 2pm she said her team would not be able to accommodate this in their schedule. I asked if this was something that could be completed 1st thing Monday morning and was told no. Irritated by her tone and poor customer service I explained that they are at fault and I should not be rescheduled as if this was a new order. ****** was very **** and told me I can come to the warehouse to pick up the part or select a time for delivery on Tuesday. I scheduled and reached out to the store of purchase speaking with a ***** who was understanding and stated that she would try to intervene & stated that they would refund my delivery fee. No call was received. No follow up so I revisited the store on 8/18 speaking with a Will who was apologetic, offered to resolve himself and refund my deposit. On 8/19 I reached out to the warehouse speaking with a manager who was apologetic and stated that I could be scheduled for the 1st stop and would refund my deposit. On 8/20 my items were rearranged and connected. I was told that this was the only way and told to contact the ***

  Business response

  09/04/2024

  I have spoken to Ms. ****** on several occasions and have forwarded her requests to the appropriate departments via email.  I reforwarded my original email sent on 8/22/2024 stating that nobody has followed up with her as of yet.  I left her a message, as well as the ************* manager, today.  Hoping to hear back so we can get this resolved for her.  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We just bought one of the most expensive expensive tempur pedic luxe breeze soft beds. I have a bad back, so I have to have softer bed, firm beds will not do any good with my back, and I can get documentation from my doctor about that. They do nothing but hurt my back, like lying on the floor all night long, or I might as well save my cash and sleep on my c*** sofa couch or just sleep on my c*** old 10 year mattress to be honest. But this tempur pedic is really not doing any justice. The only thing that does it justice is the base with the wonder massage functions. My husband and I work very demanding jobs, so I was under the impression, we only had 3 days to return the mattress with a $179 restocking fee so we can look for another mattress and keep our wonderful base. But I called the 1800 number and she claims we have to keep this c*** uncomfortable bed for 30days to try it out. Then we have to get a mattress equal or greater value. There is only one tempur pedic more expensive than the ***** luxe breeze mattress. That's the pro luxe. Which comes in a medium or harder. I remember sitting on all the medium and firm tempurs and I was like no way, how do humans do it. But people must or they would not sell them. But anyways, so we have looked into other beds, found other beds we may want, and if possible in place of that just give us a refund back. Besides first day we got our side items, our white sheet we got, ripped. I'm going to have to see that but at this point, walker just about makes me upset. Expensive pillows and extras...only in it for the $$. We had to go back after our crazy work week on Tues night because I got an email stating we were negative on the home design card (Walker card) through synchrony). I spoke with synchrony, and they had told me they are coded charges by Walker. It was a 2% promo fee for just having a 0% interest rate for 3yrs. ****** was offering 0% for 5yrs. No one told us about that. So it caused us negatively.

  Business response

  08/01/2024

  After multiple visits to our store customer chose this ********************** and base.  Please see attached mattress checklist signed by customer explaining Comfort Exchange policies and related fees.  Per our policy, customer must have ********************** for at least 30 days up to 90 days for and equal or greater value, with a fee of $179.99.  The fee is for handling.

  I see no mention of a tear in the protector in our files.  If this was delivered damaged, we will gladly exchange it for the customer.

  the 2% fee was initiated by *************** not Walker Furniture, for all of their accounts, Nationwide.  We did refund customer the amount of the fees, $132.20.

  Please see attached signed mattress checklist and notes of refund.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today, 4/23/24 I refused Walker chair delivered by driver ****, which he took back to store.However *********************** claimed to cancel order# ******* after MULTIPLE run around attempts.Store is stalling on processing cancellation AND delaying informing Snap Finance to cancel $649.16 contract. Spare ***************** elsewhere.

  Business response

  04/24/2024

  Customer refused chair upon delivery the morning of 4/23/2024.  The order was financed through Snap, one of our financing options.  Typically, no action is performed until the driver returns back to the warehouse with refused goods.  This refund was processed within an hour or two after refusal due to the situation becoming escalated, without cause.  At no point was there any attempt to prolong this transaction, in fact, it was done before our warehouse received good back. Here is a copy of an email from our finance manager:

  Just an FYI
  We dont even send to SNAP until after delivery.
  If it wasnt delivered then she has no bill with SNAP for the chair.
  Nothing for us to cancel, she would only be charged for what delivered.

  That said, she was refunded her entire bill, including delivery, and Snap was contacted to cancel the contract.  All was processed in a very timely manner and her contract was canceled before complaint was received. 

  Customer response

  04/24/2024

   
  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.
  Walker processed refund AFTER I filed claim. A teachable moment on customer service
  Sincerely,
  
  ***********************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/29/24 Walker Furniture ******************* sent 2 delivery men delivering furnitures to our new home, they were without Walker furniture's uniform nor name tags. The delivery was rushed & nonprofessional, while one is working inside the house setting up the furnitures the other carried big furniture by him self trying to enter the house caused damages to the entrances, sometimes he carried several furnitures by himself, we couldn't keep up with their rush work while we were watching the assembly from inside of the house. Once we found damages caused by their rush delivery work from the outside of the house. We sent Walker furniture sales representative photos of damages & requested repair on 3/30/24. 4/5/24 sent request for repair to ****************************** manager with the quote of repair after Spectrum maintenance inspected the damages caused by Walker furniture delivery on 3/29/24. 4/11/24 we sent request for repair info. to ************************************* and email request on the company website with no responses.We have purchased a good amount of furnitures from Walker furniture, some delivery were excellent but this one is nonprofessional and caused damages to our entrances.Please see the attached documents and photos of damages caused by the delivery on 3/29/24.We request Walker furniture contact Spectrum maintaince to schedule the repair ASAP.Further complaints could be filed if this is not resolved.

  Business response

  04/25/2024

  I spoke to ****** Tuesday, 4/23/2024.  I asked for all emails sent to us.  One was a quote from Spectrum Maintenance for $350.00.  After our conversation I contacted our offices and discovered we had not responded to any of her emails sent to us.  I asked our Dispatch and ************* offices to ask them to please contact her, only to find out later they gave her information to the contracted delivery company used that day for her delivery.  A representative from 5 Star contacted her and offered her $150.00, which she declined.  

  I have spoken to ****** several times the past few days.  Walker Furniture is contacting Spectrum Maintenance to arrange the repairs to her home.  We will be paying them directly.  ****** and her husband wish to be present for repairs, so we are coordinating with them.  

  She is also asking for compensation for her time, frustration, and lack of follow-through on our part.  She agreed to allow us to get repairs done to their satisfaction and discuss compensation at that time.  

  Business response

  05/09/2024

  Repairs have been completed and contractor paid by us.  Repairs were to ******'s satisfaction. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a tables and chairs set for 1500$ and the tables and chairs keep falling apart for no reason. Screws falling off and unable to secure back on the equipment causing it to be a hazard for myself and children with falling parts coming off. When I reached out several times to the walker furniture company I purchased it from while it was still under warranty they r fuses to give a replacement or refund and kept sending me the contract. This is fraud that they are s long scamming people into buying overpriced furniture that is faulty and can cause physical danger due to the falling parts and injury that can occur from it. In addition they ignore your requests to get any tech out to further fix the purchase and or replace or refund you the money. A tech was sent out onc only and replaced the screws which continue to fall off still causing bodily harm.

  Business response

  01/19/2024

  I spoke to ******** and gave her a few options to consider.  She called me this morning and agreed to one of the options provided.  She understood we are unable to refund her, but we will let her reselect to another table she chose. 

   

  Customer response

  01/24/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a couch from walker furniture on Cheyenne ** *********- it has blue tooth and speakers - both didn't work upon delivery- they salesman never Said anything - and the furniture is as is - they wrote in pen doesn't work when the couch was delivered - but at the store - they had that underneath the tag with the price of the couch - I would of never spent over **** dollars on a couch that didn't work - I call several times the manager couldn't care less and she told me she couldn't do anything which is a lie since they've done the right thing on the past -i spent **** dollars and only want a return on this one item -- ** for your time

  Business response

  11/29/2023

  Please see attached document stating these pieces were sold ASIS (A after item umber shows ASIS).  Per sales and management customer was aware both pieces were sold ASIS.

  I have spoken to customer, and we have come to a compromise he is happy with. 

  Business response

  12/12/2023

  I have spoken to ***** and resolved this issue.  We came to a compromise; we issued a store credit for the item he is referring to.  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On *****-2023 I went to the Walkers location on ******************* there I was approached by ******* (who might add followed me around the store as if i was going to steal a couch), but I told him several times when I find what I am looking for I would let him know. Being that he was the only one working the floor when I found what I wanted I let him know. so there was a grey sectional with a grey ottoman. I told ******* this is the one I wanted. Now he told me that it was a set, he measured the set with me so i could make sure it would fit, he showed me how ottoman looked on each side of the couch and it was sold. I asked him how much for the set and he told me it was ******* asked him if this was for everything and he told me yes (now I assume that since there was no price tag on the ottoman he thought it was a set as well and i have a video that shows ) but nevertheless he rang it up. Now when I went on Saturday 06-10-2023 when I came to pick up the furniture, I said to him Oh my you are charging for the ottoman now, he said um yea its 498 or something I'm like this was not here Monday he said idk but its on sale, I went to get the manager she never came to talk to me (the manager that was there on *****) another person had to help me. I explained to her that this was not sold that way this was Bait and Switch and illegal. they did not honor the video that I had and knowing that this was not disclosed in the conversation. I told **************** know that he wanted the sell but being a sales person has to come with some kind of honesty, If the ottoman was not included why was this not disclosed when he told me the total to finance for the set. he told me to finance the **** to get the set but if the ottoman was not included A. Why wouldn't the sales rep say that and B. Why didn't the ottoman have a price tag on it when I looked at the set. Not only did I measure it go home check the measurement and came back. In return I had to pay for the ottoman. Bait and Switch..

  Business response

  06/14/2023

  I spoke to the manager of our WOW store who assisted with these transactions.  The set she bought is a 3-piece sectional, and the ottoman is sold separately.  2 transactions were written, she was given a substantial discount on the ottoman for the confusion.  She was overheard saying she wanted the ottoman for free, but accepted the discount, and paid for the additional piece.  Unable to attach invoices, but she did pay for both separately, orders ******* and ******* for the ottoman.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a recliner 12/06/2019 for $598.99 with an extended warranty for $79.99. ON 11/23/2020 (before my one year warranty was to expire) I wrote to them and told the company a s**** came out and asked if they could fix it. They said they wouldn't drive outside the city limits to look it over for repairs. I asked if I could drop it off at their warehouse they said no. They asked for photos so I emailed them the photos. I never received a response, so I called again in July 2022, they said they don't know why the original claim was not answered, they gave me a new claim number and asked for photos again. I emailed them new photos with more damage to chair due to original s**** missing not fixable without new parts. Again they never responded, so in September I emailed again. My wife end up calling them asking what's going on with the claim & latest email, they said they would send someone out to look over damage. In December (?) a man finally came out but without even moving the chair said he knew what part was needed and left. I never heard back from them since. My wife called again in April 2023, and they said they would look into it. I am still waiting! It's been 4 years now to get my chair replaced or fixed. Walker Furniture should have notified me before buying, they would not come to our house if outside their city limits (40 miles out) and I could not drop off for repairs. We are stuck with a warranty I paid for that will never be used and a broken chair in storage. I will never purchase from them again and would like them to notify me personally and get my chair out of storage and fix/replaced without waiting another 4 years.

  Business response

  05/15/2023

  ******************** has been going through his Furniture Care Protection warranty.  I have read notes regarding his claim and found contacted Furniture Care on 4/17/2023 to offer another resolution for customer as parts would not be available.  They did not get back to ******************** with this information. ******************** is also out of our service/delivery area)  I reached out to Furniture Care this morning to follow up with him with resolutions. I left a message for him to call me back, and was just informed a manager from Furniture Care also left him a message. We are hoping to have a resolution that will satisfy ******************** within the next few days. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The month of Jul* I bought a living room set that came out damaged and I called them during the week to report the damage and the* said the* would replace the parts in two weeks and it did not happen, I called again and had no answer for a month and then the* said to go to the store to bu* something else and I went and I did not like an*thing and I told them better give me m* mone* back. He told me that I could not return it and that I had to bu* something else from them because the time for the return had expired and I told him but I called *ou during the week when I received the H**313***3636353035H and he told me that&#**;s all we can do for *ou or give *ou $300 and keep that H**313***3636353035H and that&#**;s it. The purchase was made b* m* husband **********************Translated b* H363137**3238313831H 12/1/2022 El mes de ***** les compre un juego de sala que sali&#***; da&#***;ada * les habl&#***; en la semana para reportar el da&#***;o * digieron que me remplazar&#***;an las partes en dos semanas * no pas&#***;, llame de nuevo * no ten&#***;a respuesta durante mes * despu&#***;s digieron que fuera a la tienda a comprar otra cosa * fui * no me gusto nada * les dije mejor devu&#***;lvanme el dinero. Y me dijo que no se pod&#***;a regresar que ten&#***;a que comprar otra cosa de ahi con ellos que por que *a se hab&#***;a vencido el **************************** * le dije pero *o te marque en la semana cuando recivi los muebles del da&#***;o * me dijo pues eso es todo lo que podemos hacer por ti o darte $300 * qu&#***;darte con ese mueble * *a . La compra la hizo mi **************************#***;mez

  Business response

  12/01/2022

  Customer took delivery on July4, 2022 and called in that the fabric on the seat casings was fraying on July 18, 2022.  We inspected the items and ordered parts to replace what was fraying.  We quote an ETA for parts at **** weeks, de do not give a 2 week window. The vendor did not respond in a timely manner so we requested credit from them.  We put a return for store credit on November 16, 2022 for customer to reselect.  We have not yet heard back from the vendor on the credit we have requested, since July.  I do show an open order for new items.  we offered a refund of $300.00 for them to keep, or they may reselect.  We would be happy to extend the credit for them for another month, but we are seeing they have chosen other items.  

  We are unable to refund them, and have given them multiple options. 

   

*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. ↩