ComplaintsforLevin Furniture, LLC

• 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,
  **** *******

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a detailed overview of my complaint that was sent to the President of the corporation. Since that time, Levin has only offerred a $75.00 reimbursement. Given all that I've gone through, I'm requesting $200 - $400 discount. Below are the facts: Purchased furniture on October 29, 2023. Furniture Delivered with defect on 11/4/23 (Furniture had holes on two different parts of sectional. Requested new sections be redelivered.) On 11/7/23, I emailed Angela G****** (warehouse) to follow up regarding the redelivery of my furniture. I included several images of the furniture’s problems such as holes and dirt stains. On 11/10/23, telephone conversation with Angela. Talked about escalating the issue to the supervisor and replacing the entire unit. Talked about the material that will be ordered for repairs as well. Communicated no interest in repair. On 11/17/23, Angela responded back via email stating a request for exchange had been received. Authorization by the supervisor must be discussed. Angela approved the exchange via email on November 20, 2023. On 12/2/23 second attempt for sectional without defects. Upon inspection, both sections were observed to have defects. Specifically holes and tear on the bottom half of the sectional. A third effort was attempted on 12/15/23. The truck driver promptly informed me that there was a problem once the furniture was removed. Requested replacement. I spoke with Randi A********* the warehouse manager, on December 15, 2023 to express my displeasure with the entire process and my worries. I asked to have the entire sectional replaced. I also asked whether there will be a reduction given the inconvenience of the circumstances. Requested an option be given to look at other furniture which was granted. Nothing was found in my price point. On February 3, 2024, this will be the furniture's fourth delivery attempt by Levine.

  Business response

  02/19/2024

  This customer did have some issues with the furniture having been damaged upon delivery. We apologize for the inconvenience this caused. The customer was offered to reselect, she chose to try another delivery. The delivery was complete, and the customer was offered a $150 coupon or $75.00 off. The customer chose the $75.00 off.

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  Levin response does not fully tell the entire story. I requested the exchange. The exchange could only be in the amount of the orignial purchase price. I could not find anything within the price point. I then requested redelivery because there were no other options available. I was also informed by a warehouse representative and Manager that a discount could be granted once the furniture was fully installed. I did not accept the $150.00 coupon nor did I accept the $75.00 discount. Levin has not been transparent in their communication with me. Below is most if not all of my correspondence with Levin. 

  Hello,Saturday, February 10, 2024 8:39 AM
  My name is ******* ******* and you and I spoke on the phone back in December. We discussed the issues concerning my damaged furniture. 
  The fourth delivery occurred a week ago. A thorough inspection was done. I finally have a complete set without damage. 
  I would like to discuss the options around a discount. Given several attempts was made with every time yielding an incomplete/damage piece, I'm asking that my furniture be discounted. 
  Please factor in your decision the following: 
  Four attempts made 
  Damaged furniture three of those attempts.
  Length of time to receive a fully new set. 
  Furniture purchased four months ago.
  Inconvenienced around holidays and not having set to my liking.

  ******* *******

  Good morning,
  
  
    Let me see what I can do for you, and I will contact you back!hank you!
  Randi J******
  Customer Support Specialist
  
  They responded back to me and said we can offer you a $150 coupon for your inconveniences. Would you like me to process that for you?hank you!
  Randi J******
  Customer Support Specialist

  Hello, (Me)
  A coupon of $150 is unacceptable. When we initially talked you shared that a discount could be offered once the furniture was delivered. 
  Again, I am requesting a discount which was offered sometime ago…
  

   The discount you are referring to would be the sale that was going on at the store and you said you spoke to a sales associate that said they could do a price adjustment, correct? I emailed the store awhile ago and the person who responded back to me said he was taking care of it... did he not call you? At service we can't offer any discounts that are through the store. Sales wise. We can offer compensation for any inconveniences.

  Thank you!
  Randi J******
  Customer Support Specialist

  (Me)
  The discount I’m referring to is what you mentioned as well as the young lady in the warehouse. The sales associate was referring to if there were a purchase on new furniture. She(not he) also shared not being able to offer a discount on what was already purchased. She distinctly shared that it would be up to the corporate office.I do not wish to rehash all of what took place. Levin advertised quality furniture! My furniture came with a multitude of issues. Do what’s right and honor the company’s thought to sale quality furniture at a reasonable cost. I'm not interested in receiving a coupon. 

  I spoke with my supervisor, and we can offer a $75 dollar refund to you. I am not sure who the lady at the warehouse is, but that is all they are allowing me to offer. Or we can still do the $150 coupon. 

  
  Thank you!
  Randi J******
  Customer Support Specialist

  (Me)
  

  I was referred to you by a woman named Angela G****** She works in the warehouse. You should review your emails from November 20th, when she first spoke with you regarding my concerns.
  
  It is offensive to offer seventy-five dollars. Given everything I've been through, I would like to receive a $200–$400 discount. As I shared, I am not interested in $150.00 discount. I will be reaching out to the President/CEO of Levin. 
  
  
  

  Business response

  03/20/2024

  Here is our response:   We stand corrected, *** ******* was offered $75.00 off her order or a $150 coupon for a next purchase. We are waiting for her to let us know which one she wants. We can not offer anything additional.
  
   Kelly M***** 
  
    Customer  Experience Manager

  Customer response

  03/21/2024

  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,
  
  ******* *******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought couch and chair it was delivered in later November went to use recliner and it wouldn't retract service came out December 13 stated unit was dropped and frame bent ordered part as of February 12 part was ordered December 20 1 week after diagnosed will not be here till end of March so I can't use my new couch till April I called Levin and asked to replace which I also did on December 13 they said I have to wait since I have called to no avail to speak with any type of management only service reps 4 times they were supposed to pass my concerns and someone was supposed to get in tou c h no one has which is why the complaint I just was what I paid for please help

  Business response

  02/13/2024

  The ********** purchased their sofa and had it delivered Nov. 21, 2023. On Dec 13, 2023, it was reported that something was wrong with their sofa. The manufacturer’s warranty is for repair. We ordered a reclining mechanism for his sofa from the manufacturer. Unfortunately, they were out of stock and on back order. Due to the wait time, we have decided to exchange the sofa for the customer. He has been called and scheduled for Feb 17, 2024.

  Customer response

  02/13/2024

  [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

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a full size bedroom set from Levin online. The bed requires a foundation. The sales rep ordered a twin size foundation firba full size bed so I cannot use the bed until the correct size foundation can be delivered. I have MS and cannot sleep on the floor so I have to go tona hotel. I specifically took today off work s the furniture could be delivered.

  Business response

  01/30/2024

  *** ************* order was written incorrect. We have rescheduled her delivery for tomorrow Jan. 31st for the correct box spring.  Our team apologized for the error and offered her compensation, she refused the credit on the order. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sales Date 05/21/2019 Sales Order # *********** Couch--"5yr Multi item Fabric/Warranty-$299.99 When bought saleslady insistent how important was to get the fabric warranty Provided photos to the Wexford Store with warranty Denied "Leather is not considered fabric and is not covered under your PPP plan--Darlene B*****-Office Associate" Not real leather regardless should be covered as sold by salesperson

  Business response

  01/25/2024

  The claim was denied due to the leather pealing, which is not covered under our extended warranty for leather. The customer was sold just a fabric warranty in error, if his claim was a covered occurrence for leather, we would have honored the claim. I am attaching a copy of the warranty. We can give the name of a contractor that could help him with his repair. 

  Customer response

  02/02/2024

  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,
  
  ***** ********

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraud and theft! The company screwed up a credit card transaction and has refused to refund the money. For 8 days given false information and accused my bank of being the issue when there own banking institution had the money in holding. A fact they admitted to on day 9. They have yet to correct the situation and refuse to give the refund the money, return phone calls in a timely manner and have management staff who called on day 9 to “follow up” only to again accuse me and my bank of having the money after her boss had admitted the fault of the company and was supposedly correcting the situation. It has been 2 days since the guaranteed refund of the money they have held o to for 10 days and nobody will return a phone call or correct the situation.

  Business response

  01/15/2024

  *** ********** made a purchase on Jan. 3, 2024. During the transaction the associate got out of the transaction without saving it. This caused an error, and the credit card transaction was authorized but then voided. The customer’s card authorized the transaction for $5304.00. that night our system did not batch that transaction since it was voided. We are working with merchant services on this. The transaction ended up in a suspended account. We instructed them to release the suspended transaction back to the customer on Jan. 8th.  We have spoken to the customer and understand her frustration. We believe due to the holiday; she may receive her monies tomorrow. We will call her Tuesday Jan. 16, 2024 to follow up to see if she has received her monies. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had purchased a sofa with two built in recliners. On December 20th they attempted to deliver the sofa. I watched from the window where they removed the plastic from the couch while still in the delivery truck. For some reason they stood the coach on the corner to pivot it out of the truck. They then proceeded to set the couch down on the back of the couch in the street and then on my blacktop driveway on the top of the couch. When they got to the front door I looked at the couch and it was filthy dirty in numerous places on the fabric. There was even a spot where it looked like one of the delivery men was chewing tobacco and drooled on the fabric. I refused delivery. Levin's is telling me that since it was a special order I have to accept that they will clean the couch. I didn't pay $1,859.00 to purchase a filthy couch that has been cleaned with harsh dangerous chemicals. I paid that amount to have a brand new couch in pristine condition. They refuse to give me a new couch. They rudely told me that I had signed paperwork that they would not replace the couch if the couch was not in pristine condition when it arrived. I looked at my paperwork and it says that if the couch is not in pristine condition due to a manufacturer's defect they wouldn't replace it. But this was not in any way a manufacturer's defect. This happened during delivery. I have numerous photos of the damage but am not able to upload them at this time. If needed I could email them or text them.

  Business response

  01/12/2024

  *** ******** purchased a special-order Southern Motion sofa. The sofa was scheduled for delivery Dec. 20, 2023. The drivers took the plastic off in the truck and got the sofa dirty in several places. *** ******** does not want that sofa but a new sofa and was told we would restore her sofa and compensate her after her delivery was completed.  The sofa was cleaned and restore back to the manufacturer's specifications. The customer requested photos to been sent to her of the sofa, they were emailed Jan. 10th. We will upload pictures sent to the customer for review. We are waiting for her to schedule delivery and then we can compensate her for her inconvenience.

  Customer response

  01/14/2024

  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.]

  
  This is only acceptable to us IF the sofa is cleaned to our satisfaction and the compensation is significant considering we are not getting what we in good faith paid for plus the inconvenience.

  
  Regards,
  
  ***** ********

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept.24,2023 We ordered a new three piece living room suit from Levin Furniture in Altoona, PA We paid $4,301.17 in full that day. We were told by Eric (our Salesman)that we would have it by the second week in November but that didn't happen. We finally got our furniture delivered on December 8, 2023. I wasn't there when the furniture was delivered. When I got home from work I saw that something was definitely wrong and contacted Eric immediately and sent pictures. On the couch, the right side mechanism is bent, part has to be ordered. The middle cushion on the couch sits up about two to three inches higher than the left or right side. On the bottom of all the foot rests four need repaired because the material is loose and wrinkled! It was delivered this way!

  Business response

  01/11/2024

  This is a special order and was delivered Dec 8, 2023. The customer called in and reported an issue with furniture. We sent our technician to their house on Jan. 4, 2023. The technician restored the recliner, fabric was wrinkled. We ordered right side facing and left side facing mechanisms for their sofa. The mechanisms are bent, and will be replaced one we receive them. Customer was offered a gift certificate once her sofa is restored.

  Customer response

  01/11/2024

  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.]

   
  Yes, it was a special order, but the order was for NEW TOP OF THE LINE FURNITURE, not damaged and defective furniture that needs parts and has to be repaired. The loose wrinkled material on the footrest of all three pieces of furniture have NOT been repaired!  The cushion in the middle of the couch has NOT been repaired. The offer of a Gift Card for the Levin Furniture store is unacceptable! I just spent $4301.17 for damaged furniture why would I want a gift card to that store??  I will NEVER purchase anything from that store again. The customer service was terrible. 
  Regards,
  
  ***** ****

  Business response

  01/12/2024

  We can refund $200.00 back how it was paid, or we can issue a $300.00 gift certificate. Any compensation will not be issued until after the service is completed and finalized.

  Customer response

  01/12/2024

  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.]

  This is not a fair refund in regard to the damage that is on our new furniture. Four of the footrests have to all be taken apart and resewn. This store has not been fair in any of our dealing with them.  I'm sure if they paid $4301.17 for new furniture not one person would be happy with that offer and think it was acceptable. We are not asking to return or exchange it; we just want a fair and just refund. That is not acceptable.  We wanted new furniture; I could have bought used furniture without the damage that we have on this furniture.  Then after they attempt to fix it and we aren't satisfied with the repairs we still get nothing!  We paid in full for new furniture and they have the money and now they don't want to make it right! That offer is too low for the damage involved!
   We have no need for their gift card for the store.  We don't need or want anything and will never purchase anything from that store again.  Customer satisfaction is supposed to be their top priority.
  ***** ****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sectional and chair from levin. The chair was finally delivered around 11/12/23. I noticed a tear right on the seam of the seat, about 2 inches long. I called right away. I told them I would like to return it and pick another recliner. I was told I would have to accept the damaged chair I had for less then 2 hours and they would repair. It is still damaged and has not been repaired. I should not have to keep a brand new damaged item. No help from my salesperson.

  Business response

  01/05/2024

  *** **** *ecliner was delivered on Nov 13, 2023. Customer reported a small opening on a seam. We ordered a chaise seat casing, parts were received in today. We have notified the coordinator of her service call to schedule her service. The technician will restore her recliner back to the manufacturer's specifications.

  Customer response

  01/08/2024

  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.

  If I have to accept a damaged chair and accept a repaired piece of furniture, I think I should get a discount.  When you buy something from a store that is damaged you get it for a lesser price.  I would never have bought a damaged piece of furniture in the first place, but still would like to return or be compensated.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  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. ↩