ComplaintsforKelly's Home Center

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  two days after installation of kitchen stove, *****!s sales representative called demanding $100 extra for moving adjacent refrigerator during installation.

  Business response

  12/01/2023

  Hi *******, 

  We're very sorry for the confusion here. The installer felt that they needed to be compensated for the extra time spent on site moving additional appliances that was outside of the scope of their scheduled work/compensation. We've resolved this matter internally and no additional payment or action is required on your part. Please reach out to me directly if you have any further questions or concerns. My email is ***************************** Thank you.

  Customer response

  12/13/2023

  This complaint was settled. 

   

  Thank you for your help. 

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ******************* Clothes Dryer in December 2020. The dryer has not worked reliably since it was installed. It will work one day and maybe not the next. ******* has sent an appliance repair company out three times. We have not seen anyone since June 2021. We have called since June multiple times. There has not been any response. We have asked for a refund or have it replaced (with a similar product, color, size, features) or repaired. We are not getting anywhere. They said a repair person must state that the appliance cannot be repaired. Since no one will come out, we cannot get any resolution to our problem. Our warranty will expire in December, so we purchased a one year extension.

  Business response

  10/09/2021

  Hi **** & ********, 

   

  I am sorry to hear that your Electrolux dryer has has the problems it has had over the short season you have owned it. I have been working with the regional manager of ******************* We have reached out to a few different service shops and had a harder time than normal finding service going to Gates, OR. As Gates is considered an outlying area that appears to be one of the biggest reasons that when we set up service it is not getting handled the way it needs to be. Regardless, I did make contact with a person who I have known for many years - ***********************. I have emailed him all of your info and he mentioned to me personally that he will contact you directly to schedule with you. I believe he will do a fantastic job to get your dryer up and running. 

   

  Just for reference here is his website as well - 

  http://craigsrepair.blogspot.com/

   

  Thanks, 

   

  *****

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a custom built home and went to Kelly’s to pick out appliances as well as furniture. We ordered couches in January 2021. It is now mid-August and we have no idea where the couches are or when they will be delivered. I have had to go back into Kelly’s four different times to pick out new fabric because my choices have been discontinued. I’ve asked to have our sales person call us back but my requests are ignored. I was told at one point that the sales manager at Kelly’s didn’t place the order to the company. Whenever I leave a message, I’m passed around to different people and eventually told someone would call me back, which they don’t. We paid for our couches in full and we will lose the money if we cancel the order or I would have done so five months ago. Overall- I’m getting the used car salesman pitch.

  Business response

  08/14/2021

  Ms. *******,
  
  
  We sincerely apologize for the very poor communication experience you had to endure with Kelly's Furniture, and we have now processed your refund.
  
  
  Please know that your original order was placed within four days, and our "place on line" with Southern Motion was not impacted by the need to make reselections due to them discontinuing fabrics. Those who told you otherwise were speaking without knowing and we are truly sorry for that...we are using this experience to retrain and improve.
  Your order, along with others from January, were indeed now estimated to be ready on December, far beyond what the  Southern Motion lead time was estimated when you purchased. Our failure was not keeping you informed.
  
  
  Continuing Covid impacts, the freeze destruction of  Gulf area foam production, transport disruptions and more have put our industry, and many others, into uncharted waters...we continue to work at adapting and improving our communication and other processes to better serve our clears and community.

   

  Sincerely, Kellys

  Customer response

  08/14/2021

  
  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.
  
  Sincerely,
  
  ******* *******

*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. ↩