ComplaintsforWalker Furniture

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent over 9 thousand dollars on what I thought was good quality furniture from ****** around November 2021. First problem occurred when they delivered the bedroom set one of the drawers had a big crack they replaced it with no problems.my main issue is the couch I paid over 3 thousand dollars .i was out of town for a month so i never really had time to use the furniture or inspect it properly it all seemed fine . Once I got home the first time I sat on the couch I could hear a wood cracking sound then I noticed the bottom piece they call Cambridge was ripped and hanging down you could see it from the carpet. they said they would have a technician do inspection the technician comes few days later we lift up the couch the whole bottom is torn and ripped and looked like whoever assembled the couch was drunk or on drugs the staples were all over the place some areas weren't even stapled you could see where the wood was pushing down through the bottom of couch and tearing it apart that explains the sound I was hearing. I'm not talking just a little piece of Cambridge it was severely damaged .the technicians solution was to come up with a staple gun .Do you think I just paid over 3k for a couch and want some random guy they call a technician to start stapling it .i didn't refuse repair and why would I need to repair a brand new couch I just purchased for thousands of dollars? the Cambridge didn't just magically come off something caused it to tear and that's poor craftsmanship. I have multiple photos I took and anyone who sees the photos would be in disbelief that this company would not honor exchange or store credit. I am prepared to take legal action because it seems they are trying to not take responsibility and leave me hanging with a piece of junk couch.they have multiple complaints for similar issues and so does the company that made the couch.

  Business response

  04/26/2022

  Business Response /* (1000, 7, 2022/01/07) */ The original problem reported to Customer Care was for the torn cambric on the chaise, per notes we have in original service. Our trained technicians are instructed to perform repairs for reported incidents. He did arrive with a furniture grade staple gun to re-staple cambric on the chaise. The notes in service state customer refused repairs. Cambric that needs stapling is a minor repair. The additional incidents were reported after the original service was performed. In order to further assist customer ***** ***** we require a service technician to be allowed to inspect and take necessary photos the vendor requires. I have spoken to Mr. ******, explained we must have a technician scheduled to take necessary pictures before any additional steps may be taken. Consumer Response /* (3000, 10, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Inaccurate I initially reported the bottom was torn and that I heard a wood cracking noise when I sat on it. I told the first technician who came out. I also told him and showed him that you could see the wood piece sticking through the bottom the of couch after my own inspection that's when I noticed all the cracked wood and multiple nails inside of couch that were sticking out and discovered how poorly the couch was built then I looked up the company *************** and saw they had multiple complaints for frame issues. ***Photo attached*** Business Response /* (4000, 12, 2022/01/13) */ We have been to the home to take necessary pictures for submission to the vendor, as was explained to to both customer on receipt and Mr. ******. The pictures he took were not acceptable for our use to submit to the vendor. I cannot speak to previous reviews unless they are specific to Walker Furniture. Mr. ****** does not agree with the steps we must take, however, I can assure you all necessary steps have been, and are being taken to assist ***** *****, our customer. Once we hear back from the vendor we will contact her. Consumer Response /* (4200, 14, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand why i have to wait on a vendor who is based out of Mississipp.i purchased the couch from walker furniture.i do not want any products from *************** so I'm not sure what walker furniture is expecting from the vendor .i would like a store credit or a refund to purchase a different product from a different company who makes quality furniture.i took plenty of good pictures and waited on 2 different technicians to come to my house now they want me to wait on a vendor who I don't even want their products. walker furniture should make the situation right because I purchased the couch from their company. My payment was made out too walker furniture not ***************. Business Response /* (4000, 16, 2022/01/17) */ As explained before, the pictures provided by customers boyfriend were not satisfactory to submit to the vendor as we are trying to get credit from them. Had we sent the pictures he took, the claim would have been denied. We are doing our part to assist the customer while following guidelines set out by vendors. As soon as we hear we will reach out to Ms. ***** with the outcome.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - The salesperson told me that I will get a full refund of the warranty ($149.99) back to my original payment if I don't use it (order# XXXXXXX, date1/21/17, total cost$1,351.83) - Called cstmer svr multiple times to request a refund: *1st call (Jan/Feb 2020): they told me to call back after 01/21/2021. *2nd call (8/31/21): I explained what I've been told. The manager said it's always been their policy to issue a store credit and it's not transferrable. We couldn't reach an agreement, so I ended the call and said to call my bank. *3rd call(10/5/21): I explained the situation again as bank cannt dispute given time of trasc. Heather (customer svc) told me that the $149.99 credit has already expired (I wasn't aware) *4th call(10/7/21): Becky called and said it's store credit only and expired. The salesperson is no longer with the firm, they cannot verify the information. She doesn't see any record of my previous calls (before 10/21) and accused me of making it up. Call history attached

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2021/10/12) */ ****** Furniture policy has always been to give store credit for unused Furniture Care purchased after it has expired. Customer has 6 months to claim store credit. I show no notes from any call from Ms. ******** until 10/5/2021 when she spoke to Heather, who explained her store credit had expired on 7/30/2021. She called again on 10/7/2021 and spoke to me, this was the very first time I have spoken to customer. I explained we give store credit only, that our policy had not ever changed, and I would call her in a day with my decision regarding issuing her a credit. I had my furniture Care supervisor call her on 10/8/2021 to offer her a store credit, and we would allow her to transfer it to another person if she provided a name, as she no longer lives in Las Vegas. (We do not transfer to 3rd parties). She asked my rep once again if she could be refunded, she was told no, we only offer store credit. She stated she would call with with a name of who to transfer credit to, or she would let us know if she would use it herself. She was told she has 90 days to use credit. If no contact within 90 days, it will expire.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. My parents, who are retired seniors on social security, decided to move closer to us so we decided to do some furniture shopping. After visiting multiple stores and finally able to find a product that was in stock we landed with a set at walker furniture. Sales rep was very patient and helpful. Once the furniture was recieved we noticed that it was not the same quality as the one at the store. The cushions didnt sit right and there was a gap between. Their response was " this is common because it's been wrapped. It will settle in" it's been less than a year and getting worsewe finally couldn't take it anymore. Since we had purchased warranty along with the couches we decided to visit the store. set me up with claims tech and date. Tech came out and said " yes there is a failure and i will report to store" since then we were called and told it will take approx 6-12 weeks. I told them this is unacceptable and would like to speak to manager, took my message and they never called

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2021/09/27) */ Customer purchased sofa and love seat on 2/2/2021. Our technician went out to customers home on 9/2/2021. We advised them of parts being ordered for both sofa and love seat, and they could take between 6-12 weeks to arrive to us. Their son asked for me to call, I spoke to Mrs. ******** on 9/22/2021, advising parts had been ordered and we would call them as soon as they arrived. I also told her as soon as I got an update from the vendor requested by me, I would all with the update. Per our policy as stated on the back of our invoice, we will attempt to repair before exchange. The sofa and Love seat in the home are usable till parts arrive. Consumer Response /* (3000, 7, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager, *****, has been avoiding my call. I've called twice and both times I was told shes in a meeting and they will have her call me back. When she called back she called my parents number and not number i provided. She continued to be rude to my parents saying that "the reason i didnt call becuase your son was rude on the phone" My parents have broken english. I take time out of my day to go visit them and the last thing I want to do is sit on a couch uncomfortably and see my parents uncomfortable. Repair may have been a option if it was sooner than provided time. My parents are still making payments on this set it's not fair to them that they can not comfortably sit on these couches not to mention embarrased to have people come to their house. I respectivley decline their option to wait for repairs while making payments on a defective part! Furthermore when my parents visited the store to notify them the first time they were told by someone behind the counter " this isnt the first time someone complained about this set". The technician who visited my parents home also said" we' ve had many complaints about this set, repairing it will only happen again" Knowing you have a defective set to repair so when the warranty expires then we can not return the product is unfair and unethical. Look at your reviews on yelp and they mention the same issue with other customers how you refuse or delay repairs until warranty expires. Business Response /* (4000, 9, 2021/09/29) */ I spoke to Mr. ******** this morning. We discussed several potential options. We have set up a second service to see it there are additional damages to sofa and loveseat. We will know more after service is complete. Mr. ******** is aware we are awaiting the new service report as well as update regarding parts, and I will be updating him personally.

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