ComplaintsforLevin Furniture, LLC

• 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,
  
  ***** ****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer purchased a bed frame and mattress last month at Levin in Mento. It has an adjustable base. Two days after purchase she contacted the business to let them know that the mattress slides on the frame and is also not as comfortable as she thought, it is too firm. They asked her to try it for 30 days, which she did. She went back to the location to tell them she was still not happy but they are giving her a hard time to return it. They are trying to convince her to buy a different mattress with a mattress cover. She states they are going back on what they originally told her about returning the items. Consumer states staff and management were very condescending.

  Business response

  01/04/2024

  ***** *** ****** purchase a queen mattress with adjustable base on 11/30/2023 and accepted delivery on 12/11/2023. Under our warranty terms adjustable bases are a non returnable item and in order to return and reselect a mattress you must purchase a qualifying mattress pad which the customer did not do. 

  We value *** ****** as a customer and advised her we would make an exception if she purchased the qualifying mattress pad we would allow her to return her current mattress and allow her to reselect a less firm mattress equal or greater to her current mattress since she claims the one she currently has is too firm for her. The salesperson has sent her options and has been waiting for her reply.

   

  Regards

  Laura Z****

  Business response

  01/04/2024

  ***** *** ****** purchase a queen mattress with adjustable base on 11/30/2023 and accepted delivery on 12/11/2023. Under our warranty terms adjustable bases are a non returnable item and in order to return and reselect a mattress you must purchase a qualifying mattress pad which the customer did not do. 

  We value *** ****** as a customer and advised her we would make an exception if she purchased the qualifying mattress pad we would allow her to return her current mattress and allow her to reselect a less firm mattress equal or greater to her current mattress since she claims the one she currently has is too firm for her. The salesperson has sent her options and has been waiting for her reply.

   

  Regards

  Laura Z****

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a couch and matching ottoman, only the ottoman that is supposed to match really does not match. It is probably a different dye lot. I am told by Levin's Kelsie Lewis that nothing will be done because it is not defective - BUT IT DOESN'T MATCH. In certain lighting it actually looks like a separate piece of furniture because the color is 'off'.

  Business response

  01/04/2024

  Hello

   

  The photos we received does not show any difference in color. W e are having a technician go to the customers home on Saturday for another issue and can have him also take a look at the ottoman to verify. 

  Regards

  Laura

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased reclining loveseat on 8/22/2023. It was delivered on 9/21/2023. It would not recline on 11/24/2023. I called for repairs at that time. I wanted an upgrade which I would pay difference but not that same model. They said not an option until repair man comes. He repaired on 12/09/2023. On 12/25/2023 the very same reclining side broke same issue. Called for repair on 12/262023. Expressed that I want a different furniture upgrade as this is a lemon. again sending repairman scheduled for 1/12/2024. I would like to pick a different piece of furniture and pay the difference.

  Business response

  12/27/2023

  The customer received their merchandise on Sept 2, 2023. On Nov. 24, 2 2023 the customer called in about the cable that came undone causing the loveseat to not recline on the one side. We sent our service technician out to their home Dec 7, and he installed a new cable release. The customer called on Dec 26, 2023, with the same issue. We are sending our technician on Jan. 12th to inspect the loveseat. The technician will determine if the loveseat can be restored or if needs to be replaced. The manufacturer’s warranty is for repair.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch from Levin. When I purchased my couch, was offered some sort of protection for $219.99. I was told at that time, that if I didn't use it that it would be refunded to me. Instead of a refund, I got a certificate for in-store credit. Levin claims that they said it would be for store credit at the time. I never purchase anything if I only hope to get store credit. Ultimately, it is there word vs mine, but I know I was told I would get a refund. Additionally, the store credit has expired without use.

  Business response

  11/28/2023

  *** ******I have attached a copy of one of our brochures explaining about the warranty. If you do don't use the warranty, we issue a store credit for the amount of the warranty. The certificate was emailed to the customer Feb 10, 2023 and expired Aug 9, 2023. We can as a one-time courtesy, give him thirty days to use his certificate.

  Customer response

  11/28/2023

  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.
  
  This brochure was never presented to me.  The communication was all verbal with the salesman. I understand the perspective of Levin, but ultimately, I was tricked by a salesman that works for Levin. I do not need any furniture currently.  I want what I was verbally told I would get.  And that was a refund.
  Regards,
  
  *** ******

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 26, 2020 I purchased a matching couch and loveseat from Levin Furniture store, they were delivered in April of 2021, within 30 to 60 days support springs began breaking on the couch, on 3 separate occasions they sent a repair man to my home to repair them, but they kept breaking. I demanded that they replace the couch but Levin refused claiming that was not part of manufactures warranty, so I called the manufacture, England Furniture, who said they would be happy to replace my couch but only at the request of Levin. Levin refused but said they would be happy to repair at their facility and would take at least 2 weeks, after this repair it lasted about a year then broke again. I called Levin again and demanded a replacement, they again refused but offered to send it to England Furniture for repair for in excess of $100.00 freight each way, I said this was unacceptable and demanded they replace it, again they refused. I want everyone to know how Levin Furniture treats their customers, and refuses to support their products. they cannot even say the product was abused because as I stated we purchased the matching love seat which is sitting right next to the couch and has never had a problem, We have no children or pets that are jumping on or abusing the furniture and I am the heaviest person in the home at 202lbs. We will never purchase a product from Levin in the future and urge all customers to research the many reviews about Levin before investing your money with them!

  Business response

  11/28/2023

  *** *** received his sofa and loveseat on May 1, 2021. We last serviced his sofa for a broken spring April 26, 2022. We service the first year of the manufacturer’s warranty. After the first year, parts are covered but labor is not. The customer reached out to the manufacturer for repair, but it would be the customer’s responsibility to get the sofa to England. We offered the customer to bring the sofa to us or we could pick up the sofa for $99.99, England would pick the sofa up from us. He would have the same option after the repair was done to pay for us to return it or he could pick it up from us. The customer refuses to pay the transportation fee or bring the sofa to us. 

  Customer response

  11/28/2023

  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

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 2018 bought extended warranty chair stopped reclining about May 2023 technician came out said chair was defective said part needed to fix was no longer made and that the store may have to give me a new chair I didn't think that was fair so he said he may have something in the shop that might work he can back out and did a repair but now it's doing the same thing not reclining the customer service representative saying that since the warranty is expired there's nothing they can do I told her since the repair was supposedly made not that long ago and since the chair was defective when it was manufactured date should not be an issue I just want my chair repaired I'm a senior citizen and don't have the money for a new chair

  Business response

  11/20/2023

  *** ***** purchased his recliner Oct 16, 2018.  The customer purchased a five-year accidental warranty for the fabric. When the customer called in Aug., a new employee entered a service call for his recliner in error. The warranty covers the fabric only, not the mechanism or moving parts. We sent the technician as a courtesy, even though his warranty was up in 2019, due to our error. The technician did the repair and completed the service on Aug. 17, 2023. The chair is not under warranty, and we gave the out-of-warranty technicians information for the customer to contact for repair.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/21/2023 I purchased a tempur-pedic mattress model ******* for the price $3,339. The salesman Joshua R***** explained this purchase qualify for a 200 dollar gift card. He attached a copy of the promotion to my receipt. Sales order ************ I have my copy of these receipts. 3 months later I called to inquire the status and Joshua told me it would be 3 to 4 more weeks. 6 weeks after that I went to the store and inquired with the customer service rep who took my information and said she would take care of it. Yesterday, 5 weeks later I attempted to contact Joshua but he was busy and I explained the situation with the sales rep who answered the call, she told me to check my spam mail as they don't handle rebates. I told her I didn't purchase it from spam but from Levin's. She put me on hold and that was the end of the conversation.

  Business response

  11/10/2023

  On Oct 12, Elite Rewards sent *** *******r an email to claim his reward, we were cc'd on the email. *** *******r called the store and still did not receive his gift card. The store called Elite Rewards, verified the customer's Po Box. Elite Rewards will send him a physical voucher/card.

  Customer response

  11/10/2023

  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

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional that was delivered 8/22/23. The left arm of the couch creeks everytime you sit down. A repair man came to look at the couch after I contacted levin. He could not fix the noise. Now levin wants to come get part of my couch and take it to their facility to try and repair it. I asked to just have this replaced especially considering it is a 2mo old couch. They said no. They said they are a repair only warranty. I have never heard of this type of “warranty” before. I paid $2700 for this couch! I would like to just be given a discount off the price of my purchase. Of 40% off. It is extremely inconvenient to have part of my couch taken away and I don’t know what the facility is like where it is going. Are there bugs there etc??? It is extremely inconvient and not customer friendly at all.

  Business response

  10/26/2023

  Hello

  ******** ******* accepted delivery of her sectional 8/23/2023. She called us on 10/12/2023 to report a creaking noise. We sent a technician to her home on 10/21/23 and it was determined that we would need to pick up the piece in question and bring into our shop for repairs. *** ******* has a 1 year warranty against manufacturer defects for repairs. We are following the warranty guidelines and repairing. 

  If the *** ******* would like to keep the one piece in question as is without repairs we can offer her a 200.00 discount to keep it. She would have no further warranty on this piece. 

  Regards 

  Laura Z****

   

   

   

  Customer response

  10/26/2023

  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.]

  $200 is hardly compensation.  I would accept $500 
  
  Regards,
  ******** ********

  Business response

  10/26/2023

  You paid 571.89 for the piece you are having concerns with. We can not give you 500.00 off.  200.00 would be the discount to keep the piece as is no warranty or we can bring into our shop to repair for you. 

  Thank you

   

  Customer response

  10/26/2023

  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.  They will have to come fix the piece and when they cannot fix  it we will go from there and they can replace it with a new piece.  Horrible customer service.  Crap couch that was $2700. Will NEVER buy from Levin and partners ever again. 
  
  Regards,
  
  ******** ********

  Customer response

  11/06/2023

  From: <s*******************>
  Date: Sat, Nov 4, 2023 at 4:23 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  The business has not contacted me to come get my couch to repair.  If they would like I will reconsider the discount at $250 off and then be done with this. 
  Sent from my iPhone
  

  
  

  Business response

  11/06/2023

  Customer was offered on on Oct 26th $200 off to keep as-is. The customer called back on Oct 28th and declined the refund and wants repair. We will call her to schedule a pickup of her furniture and return once restored. Or the customer can have a $200 credit to keep as-is with no warranty.

  Customer response

  11/06/2023

  [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. 
  I will accept the $200 pmt in lieu of them taking a piece of the furniture. I just need to know how I will receive the $200 credit or refund. 
  Regards,
  ******** ********

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two higher end Stearns and Fosters mattresses from Levin Mattress, and they are under warranty. On the King mattress I noticed a lump on the top of the mattress and Queen mattress was sinking in the middle. I contacted Warranty services through Levin, and they sent out a technician to take photos and measure the problem areas of the mattresses. Just a few days later, I received an e-mail saying that both mattresses were defective, and we would need to reselect a new mattress of equal or lesser value, and we had 14 days to reselect a new mattresses. I visited the store to find out that the mattresses that we selected have been discontinued. The replacement mattresses which are the same as what I purchased are more money and they said I would need to pay any difference in cost. This is not my fault and thought they would replace the mattresses at no additional charge. They are not willing to do this which is not fair to the customer. The mattresses are defective, and it is not the customer's fault that the mattresses are discontinued. The General Manager of the store called me and initially said he would refund the cost of both mattresses fully and we could keep the defective mattresses if we preferred as he was not willing to replace the mattresses at no additional cost to me. I said I would discuss with my wife and call him back. When I did call him back, I said that would be acceptable. Then he changed his story and said no he would not be able to do that, and he would need to collect the defective mattresses before we even did a reselect. That would leave me without mattresses for either of my 2 beds. This is very unethical and frustrating, and I need a resolution to this problem. I would like them to replace the mattresses with the same models as what we purchased at no additional charge as the mattresses, they brought are defective.

  Business response

  10/19/2023

  The customer was called and given the option to re-select or for us to pick up the defective mattresses for a refund. Refunds are processed by the original method of payment.
  If the customer wants to re-select, he is given credit for the amount he spent on each mattress. The customer can pick out new mattresses of equal or greater value, if greater, the customer must pay the difference. Also, the customer is not required to stay with a Sterns & Foster, he can choose any manufacturer.
  If the customer wants to return his mattresses for a refund, we will schedule to pick up the mattresses and issue a refund to the finance company after the mattresses are returned. We cannot give a refund without the return of the mattresses; they go back to the manufacturer.
  We cannot replace the mattresses; his model are no longer being made. The customer has two options, to reselect or return with a refund to the finance company.
  

  Customer response

  10/20/2023

  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.
  

  I want the defective mattresses replaced as promised at time of purchase. I spent almost $6000 dollars and was provided defective mattresses.  It was never mentioned that we have to pay the difference. Honor the warranty and your defective product by replacing it with the photo attached at no additional charge.  It's the same mattress on the floor today that was displayed a week later.  She sold us the older version knowing the old one would be replaced by the new version one week later.  I took a photo of it and it was the same price as the one she, the store manager, sold us.  I want the owners of Levin to call me at ************* I do not want to discuss with some rude general manager of the store. Federal law prohibits you from disclaiming implied warranties on any consumer product if you offer a written warranty for that product. You send me a generic warranty after the purchase is made and the defective item inspected by your inspector was found. In addition, we were also told that warranty was covered by Stearns and Foster and the mattresses would be replaced. Small Claims court is other option if this is not rectified.  My wife and I are also experiencing back soreness due to the defective mattresses as they are bowed in the middle. We give the company allot of money over the years as we furnished our entire home by Levin. Attached are all the documentation. 
  
  Regards,
  
  ******* *******

  Business response

  12/29/2023

  ******* *****
  
        Good afternoon, I have called the customer and left a voicemail. We want to pick up his mattresses and refund the way he paid. I will let you know when he calls to schedule.
  
  
  Best Regards
  
   Kelly M***** 

*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. ↩