ComplaintsforGolden Home Furniture

• Initial Complaint

  05/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some furniture they delivered it, but they delivered the wrong furniture. They took the furniture back and now they billed me full price.

  Business response

  05/15/2024

  Subject: Resolution Attempt for Customer Complaint ID# ********
  Dear ******************** Representative,
  
  
  I am writing to address the concerns raised by ***** ****** regarding her recent furniture purchase from our establishment in January 20th 2024. We appreciate the opportunity to clarify the situation and strive for an amicable resolution.

  Upon reviewing *** ******** receipt, it is evident that the agreements made during the transaction were documented meticulously, including the selection of merchandise, color preferences, and delivery arrangements.

  We take pride in ensuring transparency and clarity throughout the purchasing process, and *** **************************** were acknowledged and honored accordingly.
  
  Regrettably, it appears there has been a misunderstanding regarding the configuration of the furniture upon delivery. Despite our efforts to adhere to the agreed-upon specifications, *** ****** expressed dissatisfaction with the placement of certain components, specifically the chaise, which was fixed due to design constraints.
  
  Despite numerous attempts to address her concerns, including inviting her to visit our store for alternative options and scheduling follow-up calls, *** ****** remains dissatisfied. We remain committed to resolving the issue and accommodating her preferences to the best of our abilities.

  It is important to note that our team members always strive to uphold professionalism and courtesy in all interactions, regardless of any challenging circumstances. While we acknowledge *** ******** frustration, our primary focus remains on achieving customer satisfaction and finding a mutually beneficial resolution.
  
  As stated in our store policies, cancellations of special orders are subject to a 35% cancellation fee, a condition agreed upon and acknowledged by *** ******** upon purchase. However, we remain open to exploring alternative solutions and urge *** *************;to reconsider our offer to find a resolution that meets her needs.

  we value the Better Business Bureau's expertise in conflict resolution and would appreciate any insights or suggestions you may have in finding a resolution that satisfies both parties. Our goal is to ensure that *** ******** concerns are addressed effectively and that she receives the level of service and satisfaction we strive to provide to all our customers.  
  
  In conclusion, we are committed to resolving this matter promptly and professionally. We appreciate the opportunity to address *** ******** concerns and remain dedicated to providing exceptional service to all our customers.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Golden Home Furniture 
  *******************
  *************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The retailer agreed to deliver my furniture. After weeks of rescheduling on delivery date only one item fit, so the second item was not delivered. I spoke with them multiple times, where they agreed to un assemble and assemble it in my home. They have failed to do that after a month of waiting. I went into the business and requested they cancel remaining items and pick up their items, which they dont agree to. And they also do not deliver whats missing. At this point I dont want the furniture and they wont take it back, nor will they deliver whats missing. Items are paid for.

  Business response

  11/23/2021

  Hello, good afternoon 

  we are responding to your request in reference to client  ********************************* invoice #**** *********** came in on 8/21/21 to purchase a sofa /love seat to our store location ***** ******** ***********.

  **** ****** was her sales person we looked for her item and she was pleased with the selection she made she did not have all the money so we found other options for her to finance to make her happy as a customer do to her great credit we offered synchrony finance she was approved for $1000 only her total amount of  invoice was $4082.80

  I have attached a copy of her receipt therefore leaves her a balance of $3082.00 *********** paid with her credit card **** the amount of ******* towards her balance which leaves her now with a balance of $1602.

  she came into store on 9/3/21 and paid **** which left a balance of $482.00

  *********** did not have all money to pay off balance so we sent her the sofa/loveseat under the condition she would come to store and pay it off in a week on the day of delivery the love seat came in through the stairs with no issue and when our delivery guys made the attempt to take the sofa she refused she did not want sofa to be taken through the stairs she wanted it to be taken apart so we explained that there was a fee for the take apart of 150  dollars in which she agreed on.

  So we took the sofa back to the warehouse and said Wednesday of the same week we will send a technician to service her sofa. On Tuesday she came to the store and spoke to our sales rep that she needed some throw pillows golden home provided her with 4 throw pillows  free of charge.

  In that process we also let her take with her a elephant statue and a ******** that she agreed to pay before her delivery of her sofa so it leaves her with a fee of 150 for taking apart sofa 400 for the elephant and crystal ******** and the and remaining balance of $241 which adds a  total of $790 dollars unpaid.

  We made serval attempts to delivery her sofa and she does not pick up phone we have text customer as well in which theirs as an attachment of that as well. we are proud to say we try to satisfy our clients to the best of our ability .we would like to resolve this issue as soon as possible to make *********** a happy customer.

   

  if you have any further questions please feel free to call us at *************   Or email us: *******************                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               Sincerly,General Manager

  Customer response

  12/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has failed to accurately report the series of events. The delivery on 9/27 was unsuccessful, because their delivery team, did not want to carry it up the stairs. I live on an 8th floor, and they were who mentioned being able to take it apart and bring it up the elevator. I did express worry about them damaging it in the process. The agreement on that day was that they would contact me, to arrange technician appointment. The business stated I agreed to pay 482 on the week of delivery. That is not correct. the agreement was i would pay in 2 payments. On October 2nd, I went in the store to pay the first half of, $241, I was told the technician would come on Monday 10/4. Monday no one called nor showed, that afternoon I went into the store. I was told the technician had an injury and was not able to come. During the original point of sale, Pillows had been offered to me for free with the purchase, that did not arrive with the delivery. So that Monday that i was physically in the store, they were given to me. On Tuesday 10/5, the technician called me near 5pm, to advise he was coming on Wednesday the 6th, and then called at 2pm that he was running late, at 6pm called again stating he'd arrive in an 1 hour, then never showed or called. After waiting for communication, weeks passed. I returned to the store 10/16 upset for several reasons. By this time the couch I did have was showing bad quality because The cushions sink. I was stuck with only one couch due to their irresponsibilty, and lack of communication. And the color also looked slightly different in my home, then in the photos. The manager gave me attitude, offered to "repair" the couch, which I don't deem suitable for a "new" couch. At that time I canceled the mentioned elephant and ornament, The store mentioned that they "let me take", That is not correct. On the receipt they attached, it is visible, those items are crossed out with a blue pen. Those items I asked them to cancel, I said i did not want them. I never had those items, other than having had my eye on them while in store. I explained I would not do any further business with them, and they canceled those items. Leaving me with a balance of $241 , as well as $150. However the $150 I am not liable for, since No un-assembled service has been performed. And since I have not received the larger sofa, technically the store has more money than I have merchandise, SO that $241 is not due for I do not have the items. Also, in the attached text, The communication from ******* is very clear that there are gaps in the time frame. On October 22nd an entire month later, she did text me, and i did not respond because I was traveling. The following messages were after i had submitted my complaint to BBB and was awaiting a resolution. And honestly was tired of going back and forth, with their empty promises. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  12/23/2021

  Hello, good afternoon 
  we are responding to your request in reference to client  ********************************* invoice #**** *********** came in on 8/21/21 to purchase a sofa /love seat to our store location ***** ******** ***********.
  **** ****** was her sales person we looked for her item and she was pleased with the selection she made she did not have all the money so we found other options for her to finance to make her happy as a customer do to her great credit we offered synchrony finance she was approved for $1000 only her total amount of  invoice was $4082.80
  I have attached a copy of her receipt therefore leaves her a balance of $3082.00 *********** paid with her credit card **** the amount of ******* towards her balance which leaves her now with a balance of $1602.
  she came into store on 9/3/21 and paid **** which left a balance of $482.00
  *********** did not have all money to pay off balance so we sent her the sofa/loveseat under the condition she would come to store and pay it off in a week on the day of delivery the love seat came in through the stairs with no issue and when our delivery guys made the attempt to take the sofa she refused she did not want sofa to be taken through the stairs she wanted it to be taken apart so we explained that there was a fee for the take apart of 150  dollars in which she agreed on.
  So we took the sofa back to the warehouse and said Wednesday of the same week we will send a technician to service her sofa. On Tuesday she came to the store and spoke to our sales rep that she needed some throw pillows golden home provided her with 4 throw pillows  free of charge.
  In that process we also let her take with her a elephant statue and a ******** that she agreed to pay before her delivery of her sofa so it leaves her with a fee of 150 for taking apart sofa 400 for the elephant and crystal ******** and the and remaining balance of $241 which adds a  total of $790 dollars unpaid.
  We made serval attempts to delivery her sofa and she does not pick up phone we have text customer as well in which theirs as an attachment of that as well. we are proud to say we try to satisfy our clients to the best of our ability .we would like to resolve this issue as soon as possible to make *********** a happy customer.
  we also wants to inform you that we are really sorry to see *** ******* lied about all the details since we have been trying to reach her more than 3 times a day after we deliver the first sofa, but let me go back a little bit with details 
  the day we deliver the love seat which is the small seat it fit ib the elevator when our delivery guy was trying to take the sofa through the stairs she came down and she told them she don't want the sofa from the stairs because someone was ****** on the stairs and she said she don't want the sofa to get missed up, our delivery guy told her that we carrying the box we not dragging it she did refuse the service where she put us with no option other that taking the sofa a part. then we contacted our technician and we did contact ms ******* to attempt the delivery after weeks of calling her she always mentioned she is in new jersey with her family member somebody sick.( please be aware that we are really sorry to make the story long but it seems that *** ******* plain us and we had to do our best to satisfied her). after out technician got lucky that ms ******* answer the phone and she told him that she was in new jersey he told her that we have too deliver your sofa through the stairs. we received the message from the techinition and our store manager attempted to call ms ******* him self couple of times with no luck. ********** came to our store after and she asked when her delivery will be arrived we did scheduled her again and we told her that we can't change the day. during this time and ms ******* mentioned that our store manager gave her an attitude (which is not true) because ms ******* was coming to our store to sell her product (hair oil and body lotion) for a customers and 2 of our sales persons was buying from her too, where she put our store manager with a big problem with our head office cause its agains. every time ms ******* comes to our stores she stayed there for like over two hours as our camera showed us on the record and every time she drunk 2 cups of coffee before she leaves. again we really sorry we had to give you all this break down but we have to show you that we are more than happy to satisfy our customer no matter how much they spend or what they buying. we still after our previous replied to better business bureau our sales rep *** ******* called ms ******* more than 3 times and she never picked up the phone. but 2 days later ms ******* came to our store and she had her products to sell again in our store where our sales rep *** ****** told her that was trying to reach you she said ooh i was in new jersey. 
  *** ******* the day she came to our store she have a picture for the sofa on her phone where she took it from another store and she told our store manager that she want the same sofa, our store manager showed her the sofa and she agreed on it and passed her to our sales rep *** ****** to write her the receipt of sales. we gave ms,******* a call on monday but we couldn't reach her we want to keep her happy and satisfy her as much as we can we are trying to deliver the sofa to her. also please be aware that pillow wasn't offered to the customer with sofa and its not mentioned on the recipt either. please let us know what we can do in order for us to resolve this issue. please be aware also that she never mentioned to our store any problem with sofa sinking
  
  please let us know how we can resolve this issue with ********** 

*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. ↩