ComplaintsforErie Furniture Outlet Store & More

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought new furniture at Lake Erie Furniture and when they delivered it I noticed a dark spot on the corner bottom of the couch. I got a wet paper towel to wipe it, it was dirt. Thats when I noticed it was torn and the plastic was coming through. The delivery people had just left when i noticed it. I called the store within 10 - 15 minutes after they left. I talked to a woman, she didnt have much to say on the phone that day other than shed have to order the part. I emailed her the next day and asked when I should be expecting my new couch. She explained to me that the manufacturers that they deal with do not give money off for purchases. I told her if I notice that it has been repaired at all that I do not want the furniture I paid good money for this furniture. She then tells me that they do not take the furniture back once it is in the home. I did sign a paper at the store when I purchased it. I am still waiting for the part and she’s not willing to give me any money off of my brand new furniture. Im very upset with “*******” When i talked to her on the phone i got extremely upset and she hung up on me. I feel i shouldnt have to pay gull price for something that has to be fixed or altered. Im assuming when the “part” does come in theyre have to take it out of my home and im left with no couch

  Business response

  03/23/2023

  Ms. ********** did in fact purchase furniture from our store Erie Furniture Outlet Store & More.  Specifically a sofa, recliner and an ottoman.  On February 28, 2023 she received delivery of this furniture and signed for it according to the terms of our invoice and delivery receipt (see attached...specifically number 7 and 17 in particular that state once goods are signed for and accepted upon delivery that no claims can be made).  Our delivery personnel left her home and awhile after she phoned the store and said that she noticed a small hole on the bottom left corner of the sofa (see attached pictures) after she "moved it around a little".  I explained to her that we will go ahead and repair it and explained the process of us having to order the part from the manufacturer, picking it up from her home once the part came in, fixing it at our store, then returning it to her home.  The next day she sent an email asking "when can I expect my new couch?".  I send another email explaining, again, the process of how we repair things like this.  I am not sure she understood because she stated the fabric is torn and no parts need to be replaced.  So again, I explained that fabric is considered a part and they will send that particular piece out and we will replace it.  She then sent another email asking for compensation since it had to be fixed.  I replied that the manufacturers do not give compensation and just fix what is damaged.  She would only be without her sofa for a few hours, as we would pick it up in the morning and have it back to her that same afternoon.  I then received a phone call from her a few days later where she again asked for compensation and I explained yet again, the entire process.  She became very upset and started swearing and yelling, so I hung up on her.  She also stated in subsequent emails that she was going to come in and talk to me about it, wants everything picked up, was going to call the BBB and report us n(which she obviously did), threatened to call an attorney, and demanded we give her the ottoman she paid $479 for for free.  She then called again and spoke to one of my sales staff and basically went through the whole story again and again ended up yelling profanities to the point that he hung up on her as well.  She also disputed her entire purchase, not just the sofa, with the financing company we go thru and I have had to spend numerous hours of calling them and emailing them explaining our side of the story.  In fact they are now our "mediator" because myself and my staff do not deserve to be talked to the way Ms. ********** talks to us.    

  I feel she is not giving us the chance to make this right for her, as we have done with other customers in the past when things like this come up. We have never had this happen to this extent when we are offering to remedy the situation and haven't even been given the chance to do so yet.  Currently, I have contacted the finance company to let them know the part for her sofa has arrived and we wanted to pick up her sofa on 3/34/23 and return it to her a few hours later. They tried to contact her twice and she has yet to return their call.  

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  A woman named ***** from Wells Fargo was suppose to do a 3 way call on 3/16/23 with ******* and myself at 3:00  to set up a date and time to pick up my couch .. I had questions written down that I wanted to ask ******* or whoever..I told ***** I worked til 2:30, ***** picked 3:00. I have yet to talk to anyone from Wells Fargo or Erie Furniture.  No one has called me, emailed me,etc about anything! I check my emails numerous times a day, nothing from either place! Not sure what happened,but I was never told they planned on picking it up on the 23rd, which is today. I’ve emailed ******* about emailing me a copy of the receipt of the delivery date,etc.. I signed electronically.. She never responded..It’s obvious that *******s not willing to take a little bit of money off for my inconvenience. Actually the gentleman that I talked to last told me, “us fixing it is your compensation”. Yea, I got heated about his cocky response. So, by reading *******s response.. It sounds like im expected to have to leave work to let them in to get my couch. Who’s paying me for lost wages? They can come on a Sat morning. 

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

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