ComplaintsforKaplan's Furniture & Design
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Complaint Details
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Initial Complaint
04/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
08.19.2021 - Purchased Sofa submitting a $1,900.80 deposit the same day. Was informed by Hannah that I would not receive it until January 2022. January - called Kaplan's for status update. Was told it will be February before it will be delivered. February - called Kaplan's for status update. Was told it will now be delivered in May. I expressed my concern as I put $1,900.80 down and have nothing to show for it. I'm unable to entertain as I have nowhere for guests to sit. I asked what the issue was and the female I spoke w/said "gee, the manufacturer does not update the system so I cannot tell you the reason." I asked why they could not find out - that is what they are in business for. I told her it was unacceptable, and I wish to cancel the order. She told me I could not as it was a custom order. I told her someone at Kaplan's should be able to obtain a status. She said she would have Mark, the manager return my call. Mark called me on 04/05/2022 at 11:46 AM and left a call back #440.322.6128. I returned his call the same day at 4:30 pm. It went to voice mail & I left a message. I called again on 4/7/22 & spoke to the Elyria store who said he wasn't there & transferred me to North Olmsted without telling me they were doing so. The woman said he was not available. HORRIBLE customer service. I want to cancel the order and receive a FULL refund. I have been more than patient waiting 8 months! NOT ACCEPTABLE. There is something very shady about this establishment. You're in the furniture business and don't know how to obtain the location of your products. Ridiculously unprofessional. I could have built my own sofa in 1/3 of the time! Please help me get my hard earned money back from this place! The don't deserve it for ducking and diving. A word to Mike - face the music and communicate with your customers!Business response
04/20/2022
Left voicemail for customer offering 5% discount and free delivery to wait or cancel for a full refund.Initial Complaint
03/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a sectional in May 2021 and as of today no information can be given to me as to when I will receive it. Customer service is terrible. In the past 10 months I have called them four time but only once did they reach out to me and the information they gave me then was wrong. I asked to speak to a manager and told none available and they don’t know when one would be available to call me back. I am out over $2000 on a special order that I cannot get back and no one cares. The worst customer service I have ever dealt with. Rude and not helpful. I want the sectional or my money backBusiness response
04/05/2022
The Craftmaster F9 sectional is one of their most popular sectionals and is currently taking a year to produce. This order was entered 05/16/21 and is estimated to ship between 05/6/22 and 05/20/22 per Craftmaster’s website. I see that Mr. ****** called on 03/31/22 and was told it was expected to ship in May, I will reach back out to them to confirm their estimated ship date and offer them a discount for the inconvenience.
Thank you,
Megan K*****
Operations
Kaplan’s Furniture
Customer response
04/05/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
***** ******
Customer response
05/13/2022
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 filed a complaint against Kaplans furniture store and received a response from them I thought this was resolved but the response was not kept. We have now been told it is not scheduled to ship until June. I want to reopen the complaint
Regards,
***** ******Business response
05/16/2022
The customer was in the store today 05/16/22 and reselected a different product. They are scheduled for delivery this Saturday the 21st.Initial Complaint
02/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date 1/22/21 $947.00 already paid off/ financed over 12 months. $1288.67 due over 12 months after delivery 12-16 week lead time on chaise and sofa No furniture yet, told monthly it will be 2-4 more weeks before the furniture is in the manufacturers warehouse Told there is no manager for that store, just a regional manager. The regional manager does not have set hours and the staff does not know when he will be in. No manager will phone us back, we've left several messages Account ******* / ******Initial Complaint
11/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Customer Order #****** Date of Order: February 7, 2021 I ordered a custom sectional from Kaplan Furniture on February 7, 2021. I was told it would be ready in 20 weeks (approximately June 27, 2021). To date, I have not received my sectional. I have called every 6 weeks to determine the status of my order. When I call, I am told my order is pushed back another 6 weeks. I have requested a delivery date each time and I am told an email will be sent to the manufacturer. I have requested a manager call me to discuss two times. To date, I have not received a call back. I would like my custom sectional to be delivered and would like a firm date.Customer response
11/02/2021
Please cancel this complaint.I received a call yesterday from the manager at Kaplan Furniture and they explained in detail the reason for the delay.Thank you for your assistance!
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.