ComplaintsforRettig Furniture & Mattress

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a furniture set at the Findlay location with tags for manufacturer limited lifetime warranty on the cushion technology on the sofa and chair. Receipt and information regarding the warranty were sent for review and Sales Manager, **** replied promptly; however, stated that the warranty could not be honored as the store was rebranded since the sale took place and sold under clearance at the time. The store was not sold, not under new ownership, but REBRANDED. Additionally, if the warranty would not be valid, it should not have been sold as such nor advised to keep the tags for reference. **** stated that he would speak to the owner without response. When checking, he stated that he would forward my e-mail to the owner as well. No response. I sent multiple follow-up e-mails to **** without response. The initial encounter was October 17, 2022 without even an acknowledge e-mail. Disappointing all around from what appears to be misleading sales tactics, poor management of the situation by ****, and lack of promised communication from ownership. Buyers beware.

  

  Business response

  01/11/2023

  This individual purchased these items from Art Van Furniture in January of 2020. 3 months before Art Van filed for bankruptcy. Rettig Furniture & Mattress took over all operations in June of 2020 following Art Vans liquidation. We are in no way connected to Art Van Furniture other than the fact that we occupy the same building. We often assist individuals where we can to repair items purchased from Art Van but are under no obligation to do so. This individual purchased "as is"  items from the Art Van Clearance Center which meant it had no warranty as clearly stated on the back of his invoice. He also clearly declined the Art Van warranty option he could have purchased as also stated on the front of his invoice. Regardless of what manufacturer tag he had found on the items he received, he had no valid claim for warranty service even if Art Van was still in business. We told this individual there was nothing we could do to help him and that he could seek assistance from the manufacturer who made the warranty tag. Technically he never had a valid warranty claim to begin with. We will attach his copies of his invoices for verification. 

  Customer response

  01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  1. Documents shown and listed as “Back of Invoice” were never provided nor attached to my actual invoice. The “Back” page was clearly copied separately from whatever files they were able to locate from their previous business. 
  
  2. There was no communication from management after being told my e-mail would be forwarded to ownership despite multiple follow-up attempts. There was also never a single response from ownership as promised by management. 
  

  3. As I previously mentioned (despite the response from business trying to hide and lie about the connection), ownership remains the same between what was  Art Van and what is now Rettig furniture. “**** Rettig has owned the Findlay location since 1981 and in 2015, Rettig Brothers rebranded to join the Art Van family. With the announcement Thursday, Rettig said his franchise location will be rebranded to Rettig Furniture and Mattress”. 
  
  Source: *********************************************************************************************************************************************************************************************************62
  

  I feel the clear lack of communication from management and ownership regarding this matter prior to the BBB complaint, the random “back” attachment not provided to the customer, and the false statements regarding connection between former and current business are telling of the unfortunate and shady business practices at this location. 

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

  
  

  

  Business response

  01/20/2023

  Our response 

  Although the Rettig family has always owned the building. Art Van was not owned in any part by the Rettig family. After Art Vans liquidation, staff who wanted to stay were hired as Rettig Furniture employees and operate as such today. Even if Art Van was still in business, which they aren't, there was no warranty for a clearance center item. Why he doesn't have his full receipt with those details on the back side, is unknown but, Upon closer inspection of the front of his invoice, it even clearly states on the front that he purchased an "As Is" item and the he declined an optional Art Van Warranty purchase. (See highlighted area of attached screen cap of his invoice)

  If as this individual claims, he had a manufacturer warranty tag on his furniture, he should to contact the manufacturer and begin his warranty claim with the company who issued it. Manufacturer warranties are always issued by the manufacturer not the retailer.

  We consider this matter closed, but we would be willing to work with this individual and offer a substantial discount on a new sofa if he would want to replace his existing piece. 

   

  Thank you,

   

   

   

   

  Customer response

  01/20/2023

  
  Complaint: ********
  
  You can consider this case closed and I will transition my complaint to a formal review.
  

  I would never consider purchasing another item (discount or not) from your location or anything attached to the Rettig name, whether hidden under a franchise or not, given the poor handling of the situation, lack of communication prior to BBB involvement, and the blatant lie on prior connection to Art Van. 

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased furniture, upon delivery it was damaged. Contacted company and they sent a replacement, upon delivery of that one the worker broke the leg off, so another table had to be ordered. We are still waiting for the table. Have contacted company several times with a promise that someone will call with the information. No one has called yet. I feel like I keep getting the runaround about it.

  

  Business response

  09/20/2022

  Good afternoon,

  The replacement cocktail table was delayed due to supply chain issues and finally arrived to us on 9/9/22. It was immediately delivered to the customer on 9/12/22. Please accept our apologies for the delays in replacing the item due to unpredictable shipping delays. The customer has accepted the replaced table and we consider the issue resolved.

   

  Thank you,

   

  **** ******

   

*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. ↩