Complaints

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complain is against Walker Furniture at ****************************************************. I tried attaching photos but it wont accept even one of them. I sent them to you in a separate email.In Sept 2021 we bought (2) outdoor faux wicker chaise lounge chairs and some other items. We purchased the extended warranty on all the items. On May 30, 2022 we took the chairs from being stored inside our home and set them outside because our pool has just been completed the week prior. Halloween weekend we notice the chairs were literally falling apart when we sat on them to carve pumpkins. I called Walker Furniture to file a claim on our extended warranty a few days later and was asked to send photos, which I did. Today, I received a call from a Walker rep and she said claim denied because its been over one year, and the damage wasnt caused by us, or blood stains, pet stains, water/liquid spillage etc. What is the point in buying an extended warranty if it doesnt cover falling apart? Clearly the quality is substandard if they are falling apart after barely one year has passed since purchased. My husband and I are not overweight people, and the chairs were not misused in any way. They were sat on MAYBE 3 times all summer! Ive read a lot of the complaints against this company on the BBB website, and they are all very similar. Walker does not stand behind their products or their customers, post sale. I tried getting another issue resolved on an item we bought at the same time and to this day, they have not returned any of my calls. I sent them video as requested of the item and that was the last time we communicated about the umbrella. That was in May 2022. We ended up just selling the $750.00 umbrella for $200.00. It also was below standard in quality. They dont sell that umbrella any longer either! I wonder why? I want my two chairs replaced. I sure hope the BBB can hold this terrible company accountable for selling substandard furniture and stand by their customers when something happens to their products! If you need any other info, please let me know. Thank you in advance for your help

  Business response

  11/23/2022

  ******************** took delivery on 9/11/2021.  we exchanged the umbrella on 9/14/2021 due to dirt marks.  She called on 7/6/2022 stating the umbrella was not assembled correctly because when breezy or windy it blows over.  We sent a service technician on 7/8/2022 who found it to be assembled correctly and nothing wrong.  She said it was because there was no wind that day.  Tech told her the umbrella should not be left open when it is windy because it can tip over.  She contacted Furniture Care Protection, the accidental claim policy she purchased, about the wicker chaise lounges were cracking. There were multiple areas on both chaise lounges where the wicker was cracking. The claim was denied due to what is called "accumulation", damages accumulated over time.  She was notified of the denial on 11/22/2022.
  Because she was out of her manufacturer's one year warranty, we were unable to assist her at the store level with her Chaise lounges.  We did receive her video and have notes stating that.  There was nothing wrong with the umbrella for us bring to the vendor to warrant it defective.  The ********* climate is hot and windy, and wind will blow an umbrella on a stand over.  I am attaching pictures of the umbrella open and stable, as well as the damages to chaise lounges. 
  

  Customer response

  11/28/2022

   
  Complaint: 18453143
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  11/28/2022

  I disagree with what walker furniture had to say.  I never told them the umbrella blew over because it didn't.   When a breeze came up, not wind, a breeze,  the umbrella didn't stay locked into position and it would just whatever direction it wanted to go.  Video was sent as proof.   I never heard back from them.  Not even to acknowledge the video was received.   2nd, the lounge chairs.  I don't see any type if settlement offered to resolve the issue of them literally falling apart 13 mo. After purchase.   How are we to tell they are falling apart if we barely used/sat on them?  Why does the extended warranty not cover poor quality!

  Business response

  11/28/2022

  Here are notes from service we performed:

  Per technician he did not find anything wrong with umbrella however customer says when the wind is blowing that's when it happens and that they are not to be opened in the wind. Customer states she would take a video and send. She did send a video, and as stated above the umbrella is not intended for windy weather.

  Because she was out of her one-year manufacturer's warranty she had to go through Furniture Care.   They denied the claim due to what is considered accumulation over time. This is a Furniture Care matter, best I can do is to reach out to them to see if they would reconsider.  

  Customer response

  11/28/2022

   
  Complaint: 18453143
  
  I am rejecting this response because: my main issue is the lounge chairs falling apart 13 months after purchase, and only 5 months of actually being placed outdoors and sat on a maximum of 3 times. Walker Furniture needs to standby the products they are selling to the public and stop hiding behind the lame excuses and warranties they push during the sales process.   An added note, the umbrella was never used on a "windy" day!  A slight breeze caused it to become unlocked from its current position and go whatever direction it wanted!  They don't even sell the umbrella in their store anymore.   Gee, I wonder why?

  I want my 2 lounge chairs replaced.   It's simply the right thing to do!
  
  Sincerely,
  
  ***************************

  Business response

  11/29/2022

  I spoke to her husband and offered to contact Furniture Care.  I can have the the denial decision overturned and give credit or an exchange or Furniture Care can offer a cash settlement of 10-20% of value.  I was told ********************* would be giving me a call with her decision today.  I have not yet heard back.

  Customer response

  11/29/2022

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

*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. ↩