ComplaintsforL & J G Stickley Inc.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $20K worth of furniture from Stickley on November 20, 2021 & have not received most of it. I attempted contact with the salesperson & received very few answers of which none were more than mere excuses. I called the store manager who also was not helpful. She too had many excuses & little delivery information to provide. The last contact with the manager said that one piece was in but that all the rest was in the "queue" without any definite time frame for delivery. I just spoke with a person at Stickley in Manilus NY who also could not provide any information on the whereabouts of the furniture. In my opinion 11 months with minimal contact or updates is not a way to handle customers regardless of how much you spend on an item. I am tired of the lack of help & the many excuses I've been given & would just like to at least know if I am ever getting my furniture. I do have the original purchase docs, emails & copies of the text messages. Some docs are too light to scan though. I am happy to send any or all of that via mail.

  Business response

  12/06/2022

  I am happy to report that the balance of the customer’s order is ready in our warehouse to be delivered. We had already reached out to the customer last week 11/23/22 to schedule delivery. We followed up with the customer today and left them a message to call us back. Regretfully, just like other Furniture Factories and retailers we have experienced numerous delays and complications due to supply chain and labor shortages at our Factories (following post Covid boom in the home goods industry). We completely understand the customer’s frustrations with the lack of clarity with shipping time frames. We take this matter very seriously and are doing everything possible to address. Thank you for your patience and understanding. We have tried to set up an appt with the consumer to no avail. 11/23/2022 11/28/2022 12/1/2022 12/3/2022 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 22, 2022, I purchased from Stickley Furniture store an ******** queen mattress $2999.99 and a ******** Ease adjustable frame deposit of $2999.00 was made. June 10,2022 the above items were delivered and installed by Stickley incorrectly. The adjustable frame was placed directly on the existing frame. A note was placed on the delivery order by the Stickley delivery employee for a tech to look at the set up. I was told I would receive a call from Stickley within a few days. After waiting 2 weeks I called Customer Service. I received an email from Amalia F.....she will be assisting me on this issue and I can send pictures. I sent pictures of the mattress moving off the adjustable base by approx 3" and the adjustable base was damaged. I received a generic reply from Customer Service that they were contacting the manufacturer. I emailed the designer and asked that the store manager meet with me on June 28, 2022 giving a time frame I would arrive to try to resolve the issue. He had left the store before I arrived. I spoke with the designer and asked what was going to be done about providing a compatible mattress for the adjustable base. On July 11, 2022, a **** Adapt Med Hybrid mattress was ordered $2449.00. On July 29, 2022, the ******** mattress was removed and replace with a **** Adapt Med NOT A HYBRID. I immediately called the designer as she is the only person who has been helpful and told her that the wrong mattress was delivered. Also, a refund from Stickley was to me made for the amount of $599.07. After many emails, TXT messages , I finally received my refund on August 19, 2022. On July 22, 2022 , I received an email from the designer that Stickley will be sending me a new adjustable base to replace the damaged one. I could go on -I have a folder of emails, dates of 2 visits to the store, phone calls . After 4 months, I do not have **** Adapt Med Hybrid mattress or the adjustable base. I sent a TXT to designer August 27th. NO reply.

  Customer response

  09/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This claim has been resolved.  Regards,  ******* *****  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress with an adjustable base. The mattress was delivered and placed on the adjustable base. The base was 3 - 4 inches from the floor because it was delivered without legs. There was no metal bar to prevent mattress from slipping from bed in raised position. That should have been delivered. I took delivery on 3/26 and marked the delivery slip as missing pieces. I was assured it would be taken care of immediately. The week went by and nothing was resolved. The most recent date for the repair at this time is April 8. This has not been confirmed and I do not think this will occur because of the company's past promises. I have a medical condition (hernia) which requires me to sleep in a mildly upright position which is what the adjustable base was going to do. I have been suffering for a week with severe acid reflux because I am lying flat. I have been met with unfriendly customer service and outright hostility from the team at Stickley.

  Business response

  04/11/2022

  We have went out to the customers home and addressed the concerns outlined above.  We did inform the customer that we had to order one part to fully resolve the concern, the customer indicated they understood and were ok with steps that we are taking at this time.  We have this set as a priority.

  Customer response

  04/12/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have been told the parts are on back order and will be available at the end of April 2022. I cannot be sure that this well happen; therefore I prefer to keep this matter open.  Regards, ********* *****

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 30th, 2021, I placed and order with Stickley for a custom couch and chair with ottoman. I paid $4214.40 as a deposit. In November I was contacted by the sales rep Alicia S**** to select different fabric for the throw pillows. That transaction was completed on November 17th, 2021. I was assured that I would have the couch, chair and ottoman most likely May of 2022 the latest. I call Stickley on March 11th, again March 14th after leaving 3 message- I called again on March 15th later in the day and spoke to a Joelle who indicated my order would not be available until perhaps August of this year. I expressed to her that was unacceptable and asked to speak to a manager. I have not received a call back, and I continue to call and leave messages. I would not have purchased this couch if I knew it was going to take 10 months. Not to mention I have paid a substantial amount of money, for no response from anyone. I am concerned I will not get my furniture and they will keep my money. Please assist, as this is very disturbing to me and I can not afford to loss this amount of money.

  Business response

  04/11/2022

  We have spoken with the customer and offered to waive the delivery fee, along with an additional 10% off of the original purchase price of the order for the delay.  The customer accepted this offer and understands the furniture is expected to ship from the vendor in Mid August and plan for delivery to the home in the middle of September.  

  Customer response

  04/12/2022

  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.  Regards, ***** ******* 

*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. ↩