ComplaintsforBear's Furniture, LLC

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought two recliners end of October 2023 the second recliner arm had seemed off really loose. No one has hardly sat In The chair due to it being extremely uncomfortable. I was unable to call and get it in sooner due to family emergencies and the holidays. Finally got it back into the store just to be told it isn’t covered under the wear and tear and it would be over $600 dollars to fix it. I shouldn’t have to be paying to fix a chair that has been sat in maybe 10 times in the 3 months we have owned the chair the other chair we purchased that gets sat in constantly is completely fine and has held up wonderfully. I would think regardless the issue the chair has especially at only 3 months old Bears would do what they could to keep a customer. I was super Impressed with how we were treated when we bought our chairs but now I am not impressed at all I understand they don’t make the chairs but they sold a faulty one and should be taking responsibility for it.

  Business response

  02/13/2024

  The customer contacted Bear's Service Department and arranged for the chair to be picked up from one of our alternate locations. Upon inspection, it was discovered that the chair had sustained significant damage (please refer to the attached pictures for clarification). Regrettably, the damage was not covered under the manufacturer's one-year warranty. Subsequently, the customer was provided with a quote detailing the cost of both parts and labor required for the chair's repair.
  Rather than engaging in negotiation with the service department regarding the cost, the customer chose to promptly submit this complaint alongside a negative Google review. At Bear's Furniture & Mattress, we prioritize resolving customer disputes in the most effective manner possible to ensure customer satisfaction.
  Following receipt of this complaint, the Service Department promptly reached out to the customer and extended an offer to cover the cost of the parts required for the repair, with the customer being responsible for the labor charges. The customer accepted this offer, and the necessary parts are now ordered from the manufacturer.
  We remain committed to providing excellent customer service and resolving any concerns our customers may have. Should you have any further questions or require assistance, please do not hesitate to contact us.
  

  Sincerely, 
  Jessica L****, General Manager
  Bear’s Furniture & Mattress
  

  
  

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