ComplaintsforFurniture Fair

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we bought a couch from them last year and got it delivered last November. I bought the warranty on the couch also, In March of this year we got pin size hole in the coushin, which I filed a claim withMontage. I keep getting the run around from both of these people. I have been fighting with these people for 8 months and still no resolution. I have been told that the part is due in November well November is here and gone and still no resolution. I just want to be able to enjoy my new furniture shich I can not even sit on now becasue the hole is so big and has gone all the way almost to the springs/ I will send picture if you need them and then once I figure out how to

  

  Business response

  01/11/2022

  Unfortunately there has been another delay with the part for *** ******** furniture.  We have left a message today for her to please call back to discuss some possible options before we proceed with any requests to ******* ********* **** with resolutions for this issue.  We will try to find something that will get this resolved as soon as possible after all the time that she has already waited for this to be taken care of.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Like many others experience, I ordered a power recliner in March and of course it was not delivered until September 2. On September 22 it left me high and dry in the middle of the night. I wanted to return this but Furniture Fair said no, they will repair. A repair man came and ordered a new motor which will come through FF, which means no one knows how long this will take. I asked my sales person and she doesn't know. I am ready to call my credit card company as the way things are going we are looking at a year possibly on this chair and it will be out of any warranty with almost zero use.

  

  Business response

  11/03/2021

  Ms. S**** ***** did purchase a power recliner on May 21, 2021 and had to wait until September 3rd for it to arrive and be delivered to her home.  When we were contacted on 9/23/21 about the chair not working and stuck in the open position, we scheduled service to her home as per the factory warranty that came with the chair.  We were able to close the chair and have a new motor on order. We have been given an ETA from the factory of the week of 11/15/21 for this to arrive.  We will continue to watch this and get updates to her in the event that date changes.  Her factory warranty, which is for 1 year for any defects began on 9/3/21 and we are hoping to have this taken care of well before that expires. We appreciate her understanding and will get this done as quickly as possible

  

  Business response

  01/17/2022

  We have talked to Ms. S**** ***** and are making arrangements to pick up this defective chair on Wednesday 1/19/22.  Once this has been received back into our warehouse, we will process the refund.  A check should go out to her in the mail the week of 1/24/22.  We do hope she will accept our apology for all the inconveniences and aggravation we have caused

  Customer response

  01/31/2022

  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. 

   

  ******
  
  The refund did come, it was postmarked the 24th but must have been delayed, that has been happening with all the shortages going on.
  
  I am satisfied with the refund though still very dissatisfied with Furniture Fair and my experience.
  
  Thank you for  your assistance. I am fine with the case being closed now.
  
  ****
  
  
  

• Initial Complaint

  10/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After a very disappointing experience with furniture fair I reached out to Derek – he is a manager at the ********** ******** store. Derek asked me what furniture fair could do for me. I let him know I was very disappointed in furniture fair and before I could say what I wanted furniture fair to do he stated they would take the furniture back. I immediately said you will take the furniture back? – he said yes – I said will you give me all my money back? – he said we will give you all your money back. We paid a total of $2488.82 -received credit for $2416.76 - this is short $72.06. I contacted Derek and he said he was not going to reimburse the delivery fee or the extra material charge. After speaking with Derek I attempted to send an email to the executive offices of Furniture Fair have not heard back from anyone. If someone tells me they are going to give me all my money back I expect all my money back. The material we received is of no use to us since we no longer own the furniture.

  

  Business response

  10/14/2021

  Ms. ********* purchased Special order sofa, chair, 2 ottomans and a yard of fabric from ******* Manufacturing.  It was noted on the sale an e.t.a of June 2021 with a comment letting them know there was the potential for delays.  With all special orders, they are non-cancelable/non-refundable this is also a line item on their order.  The furniture was delayed, so we received the merchandise on 8/3/21 and delivered it to their home on 8/5/21.  The yard of fabric came in earlier and was picked up from our **** ****** location 5/2/21.  We were contacted a few days after delivery, they wanted to return the furniture because there are components to this that were not made in America, and the throw pillows didn't have zippers.  She spoke to the store manager and he agreed to pick up the furniture and refund what she paid for it.  The yard of fabric is not furniture and we did not pick it up and the delivery charge is a service we provided originally and again when we picked up the merchandise with no additional charges.   We feel we were more than fair agreeing to pick up and refund money for something we special ordered specifically for them and under most circumstances we would not do. There is no further refund due to Ms. *********.

  Customer response

  10/14/2021

  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.
  
  Regards,
  
  *** ********* 

  With all due respect I disagree with furniture fair‘s comments – I spoke with Derek after the furniture was delivered because I discovered and was very disappointed to find out the pillows that I paid extra for did not have zippers and may have not been down filled - furniture fair would not even verify if they were down filled. I explained my concern to Derek and before I could even tell him what my expectations were (and it was never my expectation for furniture fair to take the furniture back) he said furniture fair would take my furniture back – I did not request Furniture to take the furniture back - Derek said they would take the furniture back - I said to him in reply: 
  you will take the furniture back?
   He replied yes – 
  I said will you give me all my money back.
   He said yes we will give you all your money back. 
  To me that does not exclude material or delivery. 
  All my money should be ALL my money. 
  
  
  
  Sent from my iPhone
  

  

  Business response

  11/03/2021

  The purchase of special order merchandise is written up with the disclaimer that they are non cancelable.  In June they wanted to cancel because of delays and when we offered to do that with the forfeit of her deposit  they decided to wait.   7/2/21 One of our general managers spoke to Mrs and gave update with arrival expected first week of August.  The merchandise did come in and was delivered to them on 8/5/21.  Derek, did speak with the customer about the refund and emailed her a copy of the credit with the amounts we were refunding.   9/2/21  he spoke to her again and explained we were not refunding money for the yard of fabric or the delivery service that we had provided and cannot get back.   Again, we feel we have been more than fair not charging additional fees and going to her home a second time to pick up the merchandise.  We will not be refunding an additional money 

  Customer response

  11/06/2021

  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. Furniture fair seems to be missing the point – the delivery of the furniture was not what we expected I have attached an email from August 20 stating my expectations and what I was looking for. When I talk to Derek he asked what can we do for you - I let him know I was very disappointed with furniture fair the next thing I know Derek said we will take the furniture back I was very shocked by his statement and I said you will take the furniture back he said yes I asked him if he would give me all of my money back he said yes they would give me all of my money back. This is the point I am making the pillows did not have zippers and I don’t even know if they were down filled and I paid extra for those things. I didn’t ask them to take the furniture back - it was only when Derek said they would take the furniture back that I said OK because frankly I was done dealing with furniture fair they are very dishonest and deceptive. I know they don’t want to give me the rest of my money back - the one thing I am grateful for is there is an opportunity to make the Better Business Bureau aware of furniture fair’s dishonest and deceptive practices – I hope my attached email will prove what my expectations were from furniture fair. Once I was told I would receive all my money back my expectations changed - furniture fair should give back “ALL” of my money - Derek is the person who went down the path of taking the furniture back. I appreciate your time and everything you’ve done to resolve this issue. Thank you ever so much.
  
  Regards,
  
  *** *********
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This experience has been a hot mess. My wife and I purchased a nice couch March 2021. No issues with the purchase everything went smoothly. The wait time on the couch was 25 weeks, which we were ok with due to covid. Come September when our couch was delivered. We only received half of the couch we ordered (and half a couch we did Not). After speaking with management, we were informed they ordered only half of our couch correctly. Furniture Fair was unable to expedite a new order to correct their mistake. We were informed it would be an additional 25 weeks to receive the couch we had originally ordered. My wife and I decided to have the couch returned with a refund. Within 3 days they came to pick up the mis-ordered couch. We opted to be reimbursed via Check through the mail. After 2 weeks of no check, I called to ask if the check had been mailed. I was told they didn't mail it and I needed to return to the store for my reimbursement. However, in the 2weeks we were waitin

  

  Business response

  09/29/2021

  First we would like to apologize for the experience they had with this purchase.  We wrote the sale wrong, we were not able to get the correct item in a timely manner, when we agreed to take the merchandise back, we did not explain that the refund would be processed once the merchandise was back at our warehouse.  Once it was returned, we failed to process the refund until the customer called.  We have issued the check and it went out in the mail on 9/27 so they should be receiving this within the next few days.  Again, we cannot apologize enough and hope wherever they go to purchase their furniture, their next experience goes much better. 

  Customer response

  09/29/2021

  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,
  
  ***** *******
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a sectional and sales person told me and 2 others the sectional would come the way I needed and the couch got delivered to my house the wrong way. I told customer service since one of the cushions also had a tear and they had me speak to the sales person who sold me the couch. He said he miscommunicated and the couch only comes that way even though in the store he stated otherwise. He said I could return the couch or do an exchange. I spoke to manager asking for a discount and the manager stated they already pay higher prices to get the furniture needed in the store and sell it a lower price to consumers… that is not my problem. I stated I was completely mislead into buying a couch and he said well I didn’t sell you the couch, I didn’t tell you it could come the way you needed. He then interrupted me and said I could either exchange or return the couch but no discount would be offered. This manager was completely unprofessional. I was completely misguided with this purchase.

  

  Business response

  09/29/2021

  Ms ******* purchased a dinette, ottoman and 2 piece sectional on 5/4/21.  There was obviously a mis-communication on the configuration of the sectional and unfortunately it only comes one way.  We do not believe anyone was intentionally misled, it was just an honest mistake.  We are willing to pick up the sectional and refund her money, she can come into the store within the next few days to see about reselecting something that will better fit her needs or we can repair the seam that came loose on the one piece and she can decide to keep this.  We have left a message today asking her to call back to discuss the options, however, a discount to keep this is not an option we can offer.  

  Customer response

  09/29/2021

  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. I think it was more than a miscommunication, your sales representatives should know when a couch only comes a certain way that’s a pretty basic part of the sale. Since there will be no discount I’ll be done with the case but I will not ever shop at this store again and will spread the word to others as well. 
  
  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. ↩