ComplaintsforLevin Furniture, LLC

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 reclining chairs on 3/3 and they were delivered 3/9. Chair broke a few days later. Called in because we had warranty. Waited almost a month for someone to come out. Repairman expressed the chair would need to be either replaced or a part will need to be ordered. He said that it appeared to probably happen during delivery or it was manufactured wrong. Have called multiple times with the same BS that they are waiting to hear back from the manufacturer to get the part needed. They told us on April 24 that it shouldn’t be more than a few weeks. It’s is now almost the end of JUNE have not had a working chair since March!! The chairs are junk- the 2nd one is starting to act like it doesn’t want to work correctly. When we called we were told that the warranty (even though they charged us double) won’t apply to the 2nd chair because we are using it on the first chair- we had the chair less than a week and should be covered by Ashley’s warranty (the manufacturer) not Levins in the first place. I want some compensation for this runaround and I want my chair fixed. We couldn’t even return it after waiting this long because of the list of fees associated with returning them. We have another party on the 22nd where I have to explain to my guests not to use this chair! It’s embarrassing!!

  Business response

  06/19/2024

  We have spoken to ********* and given her several options for resolution. She will discuss with her husband and let us know what option she would like to take.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a living room, set a love seat and couch dual reclining. We was at the store for quite a few hours working with the associate. She figured everything up and she told us it would be $60 a month for 5 years. We asked for several times but it was $60 including everything. She told us several times that it was going to be $60 a month and that me and my husband could each split it and pay $30 each. I made my first payment of $60 in early June because that is what I was told. I got my statement and my bill and it's showing that it's $84 per month. I called the store. Spoke to the office manager. She's telling me it is $84 a month and that's what it is. I would have never ever agreed to purchase the furniture at $84 a month. I cannot afford that at all. We both heard her say that we both went over it with her several times and she even said because she's from the same area that we were she was going to get us a special deal. I told them that if it's $84 a month they can take the furniture back because I would have never ever ever agreed to that. I'm trying to put my kids through college and saving every single dollar. She flat out lied to us or it's a bait and switch. I don't know but I know what I agreed to and this is not right.... All I want is what I was originally told. I bought my furniture and I pay $60 a month for 5 years and that included delivery, taxes, warranty and interest. I am a numbers person that's all I kept going over with her was the numbers to see if we could fit it into our budget. When she came back and told us that it was $60, I was hesitant to agree to that but did.

  Business response

  06/18/2024

  The customer’s purchase came to $3954.60 and was put on 60 months low interest of 9.99%.  The monthly payment with low interest is $84.00. We were running at that time 60 months and 36 months low interest at 9.99% with a discount 28% off.  We do not have any other promotions that would make her payment $60.00. Our return policy is three days from delivery. We have called an left a voicemail, we have a few options to offer.

  Customer response

  06/18/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Regards,
  

  I understand what the APR is and the amount the sales lady is the one that told us it would be $60 per month. I didn't think that I would have to check her math and question whether or not she was giving me the correct information. The sales lady flat out lied to get a sale. I have spoken to two different managers who continuously say they have a signed contract. However, I have witnesses that was with me that heard her tell me it was going to be $60 a month. I guess I'll have to make sure I have my calculator ready anytime I purchased something. I was trusting the sales representative from there
  ********* ******

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this couch January of 2023. 2 months after I purchased it, it broke. Rick the repair guy came and "fixed" it. He also stated that the couch frame was not made right. 3 months after that it broke again. Rick came and repaired it. Then 2 to 3 months in January 2024 it broke again. They said it would be repaired. I have had 3 canceled/ no shows for the repair tech. Today is June 4th, repair tech was supposed to be here between 2:30pm and 4:30pm. Still hasn't shown. Kevin is saying he'll be here, but there's nothing they can do about the couch if this repair doesn't work. The soda need has damaged my floor and I haven't been able to use my couch since January 26th,2024. They state any further repair comes out of my pocket. The couch hasn't been properly fixed. I'd it had been I wouldn't be on my 4th repair. I asked for a replacement the first time it broke and was denied. I spent over $1700 on the sofa sleeper and love seat. What am I suppose to do with a couch/ sofa sleeper I can't use? I asked about exchange/ replacement and was told no they would not do that for me. So now I'm out money and a couch. Please help

  Business response

  06/05/2024

  ********** service was completed yesterday June 4, 2024. The customer purchased an Ashley sleeper sofa which was delivered January 26, 2023. The manufacturer’s warranty covers all parts and labor for the first year. Yesterday, our service technician replaced her mechanism and her cushion cores with new parts restoring the piece. Her mechanism was bent, and covered under the manufacturer’s warranty, covering the cost of the part. Her cushion cores were not covered under the warranty. As a courtesy, we installed the parts at no cost to the customer as a courtesy. Her sleeper sofa has been restored to the manufacturer’s specifications. Pictures attached.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 03/02/24 2 sofas, 1 ottoman. Total Price $3,375.14. Told in stock. Delivery date 03/12/24. Noticed 3/13/24, a not so small snag of material on bottom of one cushion. Cushions able to be flipped, one reason they were purchased. Immediately Called Customer Support Department 844-600-1795 and sent them the pictures they requested of damage same day. 3/14/24 verified in that department. The address of customer support dept: 301 Fitz Henry Rd. Smithton PA 15479. At this date 14th, I was assured it would be taking care of 6-8 weeks. I also emailed the salespeson in store 7799 Mentor Ave. Mentor, OH to which I purchased and was told not to worry, that they give you the worst case scenario, which she doubted, and they will make it right. 4/9 called customer service for any update. I was informed now 8-12 weeks. Asked if was an additional 8-12 wks and could she check why taking so long? Answer given still waiting. She did verify my order. On 4/10, I received email from customer service that stated if I received an email from the parts dept for 8-12 wks then it was because it was on back order and she would follow up. I sent her an email back same day and informed her I never said I had received an email from the parts dept. Did not hear back. Resent same message 4/20. Received response on 4/23 stating they are still waiting for parts to come in and will call to service when available. Both the sales person, and the customer service rep have been very professional and courteous at all times. I would just like my cushion cover replaced as promised in a reasonable amt of time. No definite answers have been given regarding this replacement. Please assist if possible to resolve this problem. Thank you

  Business response

  04/25/2024

  Hello the part did arrive in our Pennsylvania warehouse. It is currently in route to our technician in Ohio. We will be calling to get *** ****** scheduled next week for install. 

   

  Regards

  Laura Z****

  Customer response

  04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 recliners, one rocker recliner and one wall hugging recliner. When they came in I picked them up still packaged in their boxes. Upon unboxing them I found them both to be rocking recliners. I called that day and told them. As it turned out the correct information was on the boxes but the wrong recliner was in one of the boxes. They told me they would order the correct part and replace it for me. The part was ordered and came in. Then I was told that I was out of the service area and they would not send the part to me. I would need to bring the chair back to have them fix it. Because I live 2 hrs. away I don’t feel I should have to take the chair back at my time and expense since it was their fault and when they received the recliners they should have verified they were correct before allowing me to pick them up. They said they verified the numbers. But the problem is with the actual product being wrong. If they would have opened the package and verified the actual chairs they would have found the mistake and we wouldn’t be having this discussion. Now I have two chairs of the same type and not what I ordered and have been dealing with this for more than a month. If they won’t come and fix the chair at their cost and I have to take it back to be repaired at my cost I would just as soon return both and be reimbursed the full amount and move on from them. I am very frustrated that they can’t figure out how to fix this at their expense and feel they are dragging things out until I give in and take it back to be repaired. But this won’t happen. Just get them to take them back and reimburse my money and I will be happy. Thank you.

  Business response

  04/26/2024

  We have spoken to the customer; we are mailing the mechanism to his home. Customer was satisfied with the resolution.

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a leather Livingroom set in December 2018 and it was delivered on April 2019. I also ordered additional protection which is also on my invoice. In May 2023 the leg broke off and the furniture has never been moved since it was purchased. The 'pleather' started peeling horribly and I called to ask about my protection coverage and first, I was told that I did NOT have it. I 'debated' back and forth with the Representative who insisted that I did not have it. Sales ***** * ************ Long story short, the furniture looks like 'crap' and at first I was throwing covers over it when guests would arrive. But now, I just tell them that there is a broken leg and it is peeling because I purchased from LEVIN furniture, which sold me 'pleather'. I am so embarrassed. I purchased leather furniture in the past, which was Real leather and it lasted me close to 10 years and that was when I had small children, I never had a crack, split or peeling of any kind. I have receipts and pictures of the damaged furniture. I reached out to Levin Furniture and the response was to get it repaired or replaced.

  Business response

  03/26/2024

  *** ****** received her furniture on May 7, 2019, of a reclining sofa, wedge, and reclining loveseat. On Sept 25, 2023, she called to make a claim, her leather was peeling. Our 5-year warranty is for accidental damage, peeling is not considered accidental. *** ****** originally ordered different furniture with the warranty. She changed the order, and the warranty was not put back on, this set does not have the accidental warranty.  However, the warranty does not cover peeling of the leather. I am attaching a copy of the warranty.
  Leather peeling can be caused by our skin and hair oils that breakdown the leather. Also, if the leather isn’t cleaned and conditioned. Heat sources (dry out the leather) can cause peeling. The manufacturer warranties leather/fabric for defects for the first year. This would not be covered by the manufacturer as well.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I m so surprised to see this damage, this should not happen. I have no idea how this occurred. Only two months since I bought this. Please resolve the problem. This leather material is defective, it fads itself. It lasts two months, it should not.

  Business response

  03/27/2024

  The manufacturer agreed as a one-time courtesy to replace the right side facing inside outside back casing. The customer is required to pay the labor to have it installed. Susan agreed to the terms.

  Customer response

  03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im not sure who is worse levins or the financial institution they use synchrony. Number one everything I bought from Levins was damaged or ripped or broken within a year the quality of their stuff is absolute garbage. If that’s not bad enough the company they use synchrony is one of the worst companies I’ve ever dealt with I’ve been calling for about 4 months about a fraud charge after being reissued 2 cards and spending 8 hours on the phone with synchrony they were still unable to resolve it and I was left paying the balance out of sheer ptsd at the thought of having to talk to those people again. Wouldn’t recommend to anyone go to north east factory direct the quality was 10x better and so was there lender. To make matters worse I pay off the account and m attempt to add an auth user. I’m told the merchant rejected the request with no reason given. Joke company. 0 stars do not recommend

  Business response

  03/21/2024

  ****** ***** accepted delivery 2/12/2022. On 4.7/2022 we exchanged her footboard. We offer a 1 year warranty for repairs against any manufacturer defects and have no record of the consumer calling in for any services or issues after the exchange was made 4/7/2022.

  As for Synchrony they are a 3rd party finance company and the consumer would need to contact them directly for any issues she may be having with them.

  Regards

  ***** 

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/16/23 I purchased a sofa *********** special order and chair M***** ***** special Order I was told it was their top line with down filled pillows for ultimate comfort . The cushions on the sofa and chair have become lumpy and saggy and feathers are sticking out from the cushions. They sent a repair man to come out and he took pictures that was 2 1/2 months ago.I have called customer service several times and they say core cushions have been ordered but they don't know when or if they are coming in, because they have to come from overseas. I sent customer service pictures of the sofa and chair. Its been 2 1/2 months and the cushions have gotten worse.I have contacted Craftmaster the maker of the furniture and they are aware of the situation. I would like to have my money back or have the cushions replaced with foam but since it was a special order they say that is not an option. I fear they are going to wait out the warranty and stick me with defective furniture.

  Business response

  03/01/2024

  Spoke to the customer today, we have ordered down-proof ticking bags for her sofa and chair. We also order seat cores as well. Per the specifications of the manufacturer, this is not a defect. Once the parts arrive we will schedule the service for installation.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch along with the warranty. The sales rep pushed the warranty explaining how it would cover the reclining mechanism and the leather (not real leather). Within two years, the leather started peeling and ripping. The couch is now useless and needs to be replaced and they claim this is normal wear and tear. What a scam! How can you sell a 5 year warranty to a product that disintegrates after a couple of years?

  Business response

  02/19/2024

  This was purchased and received July 30, 2019. Our accidental warranty for five years covers rips, tears, burns, and stains of the leather.  Peeling is not covered under the warranty, that would not be an accidental occurrence. If the warranty is not used by July 30th, the customer will be issued a store credit in the amount the warranty. There is no record of the customer reporting or making a claim for his leather before now. All claims must be reported within 5 days of the occurrence.

  Customer response

  02/20/2024

  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, details of the offer I reviewed appear below.
  
  My question remains unanswered.  Is it acceptable to sell couches that disintegrate after 2 years??? Also, your sales reps are lying to consumers and telling them the warranty covers this damage.  Why would you sell a 5 year accidental warranty on a product that will not last nearly that long because of what you consider to be normal “wear and tear”.  This is textbook definition of a UDAAP violation.  Unfair, deceptive, abusive acts and practices.  Don’t sell a 5 year leather warranty for a product that lasts 2 years.  I don’t know how you think this is ok.  
  
  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. ↩