ComplaintsforFurniture Fair

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a Kingsdown mattress 7/6/21. Purchase price 1835.00. Mattress began dipping and sagging within 60 days. Complained to sales person via email during month of August. No response. Dealt with problem hoping it would not become worse, but it did. Contacted Furniture Fair customer service and they mailed info about process. Jumped through all of their "hoops" only to be contacted and told they were sending their own inspector. This inspector arrived 12/12/22 and found depressions were 1.5 inches and qualified for defect claim. Waited a week and called FF customer care only to be told that Kingsdown Company had denied my claim and they could do nothing for me! This mattress is only 18 months old and is defective. Sales order number is *********** with delivery date of 7/6/21. Name on purchase order is **** ** *******

  

  Business response

  01/10/2023

  Mr and Mrs ****** purchased a mattress from our Eastgate store in July 2021.  August 26, 2022 we were contacted about an issue with the mattress.  Per the factory warranty, we sent them a consumer complaint form to fill out to get the process started.  In November we did send an inspector to get photos and measurements and the information was turned over to our factory representative.  It was decided that the body impressions were  normal at this time and the claim denied.  Since then, Mr. ****** was able to speak direct with the factory and they sent another inspector to get photos and measurements and decided that is was defective and they would replace the mattress.  The ******** have been back to the store and reselected a different mattress that we are expecting to arrive the week of 1/16/23 to arrive.  Once this arrives we will contacted them to make arrangements to pick up the defective mattress and deliver the new.  We would like to apologize for the frustration of going thru the process to get this taken care of.  We appreciate their patience and giving us the opportunity to make this right

  Customer response

  01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought 2 matching recliners from the ******* ***** location. They were "Clearance" items, which apparently means "As Is". Knowing this, we purchased a "third party" 2 year-warranty, as suggested by the salesman. When the recliners were delivered, June of '22, one of them made a horrible sound when it rocked, or moved. We called Furniture Fair about it and they were good enough to send out the repair guy, even though they were clearance items since we literally just received them. The repair guy tried everything to fix it and even found that the wooden base was cracked. He ordered and installed a new base, but still could not get the noise fixed. He made arrangements for it to be taken to the shop to be looked at further. A week later it was returned to us. It seemed to be better, still made a slight noise, but better. A couple months later, it's the same as before and now the reclining mechanism is actually gouging the wooden base. I sent the required information, including many pictures as requested by the 3rd party warranty company and received a reply from them today that this is a NON-COVERED issue. So I wasted $162 on a useless warranty, in addition to the $700 I paid for a defective recliner in the first place. They should have taken this recliner back in the first place since it had issues day one. They had one recliner in stock at our store, but had the other one brought down from another store so we had no way to inspect it if it was being sold "as is"!!!

  

  Business response

  02/01/2023

  Date Sent: 2/1/2023 11:22:57 AM
  Currently we do not have a resolution to this claim. We have spoken to **** ********.  We will be researching the issues and working on a resolution to get the chair taken care of properly.  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a couch from Furnutire fair on 1/11/2020, along with a "Premium Plus Protection Plan", which we recenlty had to open a claim with. Our couch is suffering from what is called "dye bleed" ONLY in certain areas and looks terrible. The claim was denied and said that it is a manufacturer problem. My stance is that if it is a manfufacture problem then why is it happening to only a certain part of the couch?

  

  Business response

  01/19/2023

  Mr Bowling purchased 2 sofas and a protection plan to cover specific accidental damage that might happen in the home along with electrical components for 5 years.  After looking at the photos that were sent to Montage (the protection plan company) it has been determined that there is no dye bleed happening on this merchandise.  The areas on the sofas where the color is fading or coming off, is a result of something happening in the home.  The most common cause of this is body oils, perfumes, detergents and sometimes if someone is on medication, it changes the PH in our bodies and that will affect this as well as other environmental factors. We tried calling Mr. *******  back in November and left a message with the above information along with the name and number of a leather restoration company that does excellent work.  The company is Freshview leather restoration  513-321-2776.  He will be able to look at photos of the affected areas and give him as estimate for the cost of the repairs.   There is no defect in the leather, and no accidental damage has been done for the protection plan to cover. The protection plan is still good until 1/18/2025 in the event a covered accident happens

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  There is “dye bleed” from the very definition of the term and if this in not dye bleed, then why is it NOT happening to the other sofa? As far as lotions, detergents, and oils ALL other furniture including the other couch, which is the exact same one as the one that is defective, has no damage like this to it.  As far as medications go there is NOONE is our household on ANY medications to date!  This leather is obviously defective and the fact that this in the ONLY piece of furniture in my entire household that is doing this proves the couch to be defective!  And just for the record we have (5) vehicles ALL with leather seats and none of our vehicles are exhibiting any of this problem, which obviously is NOT an environmental or situational problem, but if fact defective leather.  Also, we use the same high-end leather cleaner on all of our leather with no issues currently or in the past, other than this leather couch and when you wipe the couch with the **cleaner it “dye bleeds all over the rag in use.  This is the ONLY piece of leather furniture and leather in our vehicles that transfers the color to the rag when you clean it!  If you sit on the couch with light or white clothing, you can see the color transfer from the couch to the clothing.  When we purchased the couch’s, the salesman pushed and pushed this “protection plan” and said at the time “it would cover anything”, this is the very reason we don’t generally buy these so called “protection plans”.  We have had good relations and experiences with Furniture Fair until now, but this unwillingness to help us with a defective product has us rethinking where we are shopping the next time, we need furniture.  As this time, since we are unable to use our “protection plan” we would like the money back we paid for the protection plan, so we can use it to have the couch repaired.   
  

  *Leather cleaner – Weiman Leather conditioning wipes “trusted #1 brand”.  We have used this cleaner/conditioner for more than 20 years and have never had ANY issues with. 

   

   

  Regards,
  
  ****** *******
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 5, 2022 Better Business Bureau Re: Furniture Fair **** ******** ***, Cincinnati Ohio 45251 Sales Order: *********** 7/28/2022 Date of Transaction To whom it may concern, I purchased a Grand Vista Resort Firm-Queen Mattress from Furniture Fair **** Colerain Ave, Cincinnati Ohio 45251. When the bed was delivered, I immediately noticed it was not the mattress I chose on the showroom floor. The mattress was extremely soft and I chose an extremely firm bed. I informed the lead delivery driver that the mattress was incorrect. He told me that I had three days to return the mattress. Side Note: I have been in the market for a firm mattress for over a year. I was tired of going back and forth with furniture stores so I initially tried to just deal with it and keep the incorrect mattress; however, after a few nights of attempting to sleep on the mattress, I developed significant pain in my hips, legs and back. I was already dealing with back aches which is why I chose the firm mattress. After trying to sleep on this incorrect mattress, I was in more pain than I have ever been in. I contacted Furniture Fair and was told that I needed to contact the sales representative. I left several messages; however, I was not getting return calls. I sent a message to the company and did not receive a reply. I eventually got a hold of **** who asked if I would send pictures of the mattress, and the tags. Upon more review of the mattress and tags, I noticed cotton coming out of the seams. The mattress was supposed to be brand new; however, it appeared to have been used. Once I took the pictures and touched the tags, I noticed that the tags were not original and had been copied on copy paper and placed inside the seam of the mattress. A portion of the cost of the mattress was refunded; however, $389 of the cost was not refunded. I feel that this is extremely poor customer service. I am appalled by the negative responses and deceptive practices.

  

  Business response

  01/17/2023

  Ms. ********** was in our Colerain Ave. location and purchased a mattress and adjustable bed base.  At the point of sale, it was discussed, if you are unhappy with the comfort of  your mattress, you may do a one time comfort reselect.  There is a form, that Ms. ********** signed, that explains  how that process works and the fees involved.  The $359.10 that was not refunded, covered the delivery charge to pick it up and 20% of the retail price of the mattress to dispose of it since a different mattress was not chosen.  The mattress the customer received was new from the factory.  It had the paper factory tag sewn into the seam with the name of the mattress and a law tag showing all the vendor stock numbers etc. The photo of her mattress is the same as the one on our showroom floor.  We are sorry we were unable to provide a new mattress that would better fit her comfort needs.

  

  Business response

  02/20/2023

  8/2/22 mattress was delivered.  8/5 salesperson was contacted with a concern that mattress was too soft and possibly the wrong one.  Ms* ********** sent photos , we forwarded information to the factory.  They confirmed that the mattress we delivered is what she purchased.  8/11/22  Ms. ********** came in the store and spoke to her salesperson.  She was offered the option of purchasing the floor model at a discounted price, or upgrading to the Simmons Black Beauty at the same price as the original mattress.  She told the salesperson she would think about it and come back to let him know.  She never returned just sent an email that came to our Customer Care Department requesting to return the mattress.  Attached is a copy of the return policy for mattresses that she signed the day of purchase.  

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The company provided an incorrect mattress.  The sales rep previously reported that the serial number I provided from the mattress and the serial number for the correct mattress did not match.  The mattress that was brought to my home was extra soft. I ordered a extra firm mattress.  The mattress had copy paper sewn into the mattress.  It was labeled incorrectly.  I immediately let the delivery men know that the bed was incorrect.  I was told that I had 3 days.  I tried to deal with the incorrect mattress. In retrospect, I should have made them put the mattress back on the truck.  This would have saved unnecessary stress and pain from sleeping on a horribly soft mattress especially when I spent several hours in the store picking out an extra firm mattress. I offered to bring the mattress back and was told by the sales rep that it was not necessary.  I was never told that I would be charged for the mattress being picked up. Had I known this, I would have just given the mattress away to someone. I am not satisfied.  I feel like the public needs to know about these deceitful practices. I am not letting this go because there are people out there that could potentially go through this nightmare and don't have the means to do so.  It's not about the money, it's about the principle. It is not right to do others wrong and not take responsibility for your mistake.  Had the mattress been the same as the one in the store, I would have just had to deal with it; however, that is not the case.  Whether Furniture Fair decides to take responsibility for their actions or not, I know what that the mattress was incorrectly labeled.  The sales person knows, the delivery drivers and pick up drivers are all aware that it was incorrect.  This situation should have been rectified a long time ago. It is disturbing that a reputable company would treat a customer so wrong. I believe there are other reasons like the cost of the bed only being $99 as a comment was made about how cheap it was.  I feel like the company is trying to find a way to get their money any way possible.  How do you deliver a incorrect mattress for free and charge several hundred to pick up the incorrect mattress.  This does not make any sense to me.  I am assuming this is just how Furniture Fair does business.  It really is sad and disturbing.  You all really should think long and hard about your deceitful practices as we reap what we sow.

   

  Regards,
  

  
  ****** **********
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a recliner ******* Rocker Recliner by Franklin ****** online and had it delivered. We had purchased the same item earlier in year and picked up at Fairfield. One of the chairs is leaning to the right, creeks when rocked sometimes and pops or clicks when putting up footrest. The chair purchased online on Nov 5 2020 and the invoice shows invoice Number *****************. We placed a call today because it stated it has a lifetime warranty. I was told it was no longer under warranty and I stated the website and Franklin info that was on the chair state lifetime warranty for mechanical issues. They then said well parts are covered but beyond that you pay labor and such since you didnt purchase the additional warranty. No where does it say WE pay for labor on the lifetime warranty. I was told that is industry standard. The website should CLEARLY state this. I searched entire website and see nothing that says after 1 year WE would have to pay costs other than parts. They then said it is 75.00 per hour to have a tech come out. I then asked for sales so they could point me to WHERE the information is located when I make a purchase and really got NO HELP other than if you need service it has been more than a year so you have to pay for service but parts are covered. I feel this is deceitful I have made other purchases (refrigerator) that has a manufacture warranty of 5 yrs and had an issue and paid nothing for a repair man. The warranty on my car - I paid nothing for a repair. Why would I think different if it is not clearly stated. Lane furniture spells theirs out for parts and labor and such coverage. Lazy Boy also spelled out reclining mechanism Lifetime parts and 1 year labor. In the CART there is a place for protection plan but when you click on read more nothing about additional warranty is there.

  

  Business response

  09/23/2022

  We have talked to Ms. ****** about her concerns with her rocker recliner.   We are splitting the cost with her for the repairs to be done.  Our tech support people are also working on getting our online purchasing issues taken care of.  We truly appreciate Ms. ****** letting us know all the issues and giving us the opportunity to assist her with this. We would like to apologize again for all the inconvenience and confusion and will be working to get all of this resolved as quickly as possible for her

  Customer response

  09/23/2022

  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, reasons for rejection are included below.

   

  I will be willing to close this complaint once repairs are made and the merchant stays true to their word of me only having to pay 47.50 and no more.  Tentative date for service rep to show up is Oct 5
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've spent over 3,000 on my bed ,recliner, sofa and kitchen table. The table top inside the finish has a hair and a dead bug, the chairs have scratches as well as the table.They said they were replaced the table with the new one but the chairs they're just ordering me backs. The customer service manager Lisa is very rude has no consideration and plus my recliner didn't even come in a bag and they even put it on the wrong truck and had to wait on it, so I don't even know if it's new or not. I'm so highly upset.

  

  Business response

  08/16/2022

  We spoke to *** ********* concerning the issues she has had with this dinette.  We would like to apologize again for not inspecting the merchandise as we should before making a delivery.  We have picked up the dinette and processed the refund.  We have met with the managers to go over the process to be done and are actively working on additional training to hopefully prevent this type of customer experience in the future.  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a couch on 7/8/22 and was asked to come pick it up the next day so it could be wrapped for transfer.. my husband and son picked it up and wasn't even down the road half a mile and the plastic blew off. Then came the rain. By the time it reach my home it was soaked. We had to shop vac and dry it with towels. Now I have fans blowing on it and I probably won't be able to use this couch for a few days. I reached out to the store and was told they can't help the weather, then I was told it's wrapped to keep the dust off it. Asked to speak to a manager. She called me back her name was *****. She contacted Florence manager ******** who spoke with me and said It's wrapped to keep the cushions in place. I told him that's ridiculous, I could easily put them inside my vehicle. Then he says why didn't you bring covering? I said I figured the plastic wrap was good enough. He said we tell our customers to bring something when picking up. I was not told this and told him so. I was given every excuse in the book. I am not a happy customer and feel I was given the run around. Customer service from all involved was absolutely horrible. Please help, thank you.

  

  Business response

  08/17/2022

  We have talked to Ms. ******** and she has agreed to an adjustment on the price of the sofa.  We appreciate her taking the time to write the BBB  so that as a company we can improve our communication and hopefully prevent this situation from happening in the future.  

  Customer response

  08/18/2022

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

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased living room & bedroom furniture on April 27, 2022. 1 chair was torn, called for replacement. That was done with in 2 weeks. The recliner that was purchased is broken, getting worse as I use it. I offered to return for upgrade since it's lower quality. Rep said I've had the chair to long. I called a week short of 90 days. The repairman was sent out. He restuffed the arm of the chair, immediately saw the chair is broken. Said the entire mechanism needs replaced. This is a manual chair. Falling to one side and very uncomfortable to sit in. The mechanism is ordered and due to arrive in 6-8 weeks. Somehow I'm no satisfied with this resolution. I feel a piece of furniture should last more than 90 days. Bought this particular chair for color match to my living room set, not for price. I would rather upgrade and get a better quality.

  

  Business response

  08/06/2022

  *** ***** purchased a chaise rocker recliner from our Miamisburg location on 3/27/22 and had if delivered on 4/2/22. This chair came with a one year factory warranty to cover any manufacturing defects.  This warranty states they will service and replace parts as needed to take care of these issues.  If parts are not available, or it is damaged beyond repair, the chair would be replaced.  We were notified on 6/16/22 that the chair was leaning and had concerns about the padding in the arms.  6/23/22 our service technician went to her home and added padding to the arms and found that the reclining mechanism was bent causing the chair to lean.  We ordered the new mechanism, which has come in, and our technician is scheduled to go back to her home on 8/11.  Unfortunately, when dealing with furniture that has moving parts, there is always a possibility that the piece might fail.   We understand her concerns and will make sure that if any other defects are found, we will do our very best to get them taken care of as quickly as possible.                   

  Customer response

  08/08/2022

  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, reasons for rejection are included below.

  The repair is scheduled, I do not want to close the complaint until the chair is repaired.  I do not feel this chair is very good quality if it breaks within a couple months.  I will wait to see the part and if I feel it will fix the problem and not happen again.

  
  
  Regards,
  
  ******* *****
  

  Customer response

  08/08/2022

  Thank you, you can close the complaint.  I didn't know how it works

  Customer response

  08/12/2022

  New mechanism has been installed and additional filling put in the seat of the chair.  Repair has been completed.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a leather power sectional back in December of 2021. Not only did the men setting it up put a hole in the bottom of the liner across the front/bottom of the middle section, within less than a month it started making a popping sound when the recliner was put up or down. A technician came and looked and ordered the part. After multiple calls and attempts to get our sectional fixed they still have not received a part and now the other power seat is starting to do the same thing. The frame is not correct and caused the mechanism to chew into the back board of the framing of the seat, to sever the cord that controls the headrest to come up and down and has also gouged into our flooring. We can not even use our power reclining seats as intended. It has 6 months. At this point we aren’t sure we even want the sofa anymore if the replacement parts can not be available. We understand some time for waiting for parts during supply change issues but we feel 6 months is not a viable solution and is excessive for such an expensive sofa. Will this also mean we will have to wait an additional 6+ more months for the second seat that is now also going bad? Is the integrity of the seat going to be compromised from the arm taking a chunk of wood from the back of the seats frame? This was not a cheap sofa, costing us over $4600+ and to not even hold up a month is striking. On top of the fact we’ve been dealing with a broken seats now for 6 months and no end in sight. The sectional doesn’t stay together correctly, we don’t feel it’s good quality made, we are unhappy that the parts have taken 6 months and counting. We paid $499 for the warranty that has been no use to us and a $4600+ sofa that we can not enjoy or use as intended. At this point I would rather buy a different sofa elsewhere and get my money back and they can come get their sofa.

  

  Business response

  07/26/2022

  The parts needed to correct the issues on the 2 end recliners finally arrived on 6/15/22 and we scheduled service for 7/1/22.   Our technician was able to replace the mechanisms, make and replace new frame boards, install the console unit and new dust covers for the underneath of the pieces.   There was another issue with a wire to the motor that was a concern, so we ordered a new seat motor that has arrived and we left a message on his voice mail to please call back to schedule a day to have that replaced.  We understand Mr. Bowlings aggravation with the process and length of time it has taken to get the parts and service completed.  We appreciate his working with us to get  these issues taken care of.

  We would like to return his delivery charge of $199.99 in the form of a Furniture Fair gift card or a payment to ********* which is the company that financed his purchase.  We will discuss this when he contacts us to schedule service.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 11,2021 I purchased a sofa with electric recliner seats. April 18th, 2022 the right side recliner is stuck in the upright position. April 18th I contact the warranty dept as I purchased the EXTRA warranty for $399 for 5 years. I did not recieve a call at all. On April 23rd I contacted the store salesperson. April 24th the store manager called us and said that we should not have contacted the warranty dept because the unit was under one year old. On April 26th a repairman was sent to our home by the store manager. The repairman said the sofa needed a new switch. I did not hear back from anyone. I began calling the store (The store number is a central number that directs you back to the store.) no one answers the phone for 3 days. Today I send a note on ********. They said they do not take care of customer complaints. I called the repairman direct. I had to leave a voice mail. 15 minutes later a manager called me, I believe his name was Jordon. VERY RUDE. Obviously was uninterested in even trying to help me. I ask for a manager, he states he is THE manager. Then when I said I need my sofa replaced, he said "Hang on while I get a manager". Julie gets on the phone. Very cold. I explained my situation and said I need my sofa repaired or replaced. She states the part can take up to 16 WEEKS to come in. It is container shipped from China and its taking that long. If indeed it takes 16 weeks my sofa will be inoperable for over 5 months. Please I need help with this. She is telling me that they NEVER replace, they just repair. I do not understand how they believe it is acceptable for a sofa to be inoperable sticking up in the middle of their living room for 5 months. Please help! I would like an exchange or I need to have the item picked up free of charge. I paid $250 to have it delivered. The store has my full receipt and is well aware of my complaint.

  

  Business response

  05/14/2022

  Ms. ****** did purchase a power sofa and recliner, along with bedroom pieces from our ********** location.  Because she is out of our delivery zone, she paid extra to have us bring this to her.  Unfortunately, this also puts her out of our service area, and that is not as easily remedied.  The pieces she purchased came with a 1 year manufacturers warranty to cover the cost of parts and labor for any defects in the merchandise.  Failure of electrical components during the first year is included.  We do not stock parts for the many manufacturers we carry and must rely on them to get us these as quickly as possible.  Since we are a retailer, we agree to take care of issues on the merchandise according to whatever the manufacturers warranty is.  Exchanging merchandise for the failure of a replaceable part is not something they do.  Some of the container items can take up to 16 weeks to receive.  We would like to apologize for the frustration and inconvenience she has endured.  It is never our intention to disappoint and upset our customers.  We have addressed the concerns with the Customer Care department and management team and appreciate Ms. ****** letting us know all the issues she has had.   We have the part needed to take care of her sofa and someone from our ********** team should have tried to reach her Friday 5/13 to make arrangements to get part installed.

  Customer response

  05/20/2022

  Better Business Bureau:

  I was contacted by Owners Son as well as the Manager Julie.  Julie stated the part will be installed on my sofa ASAP.  Thank you for the attention to this matter.

  
  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. ↩