Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After waiting 4 months for furniture!!!! The patio set that was a small portion of a large order was delivered with 2 damaged pieces. Immediately notified them of damage and was told that this would be corrected. Well that was in March. After making numerous call to check and being told they were awaiting parts from the supplier. Nothing has been done!! Well it has now gotten to the point they will not answer my calls and will not return calls after leaving them numerous messages. To add the ultimate insult to injury I was told by the owner when I went to their warehouse to pick up some additional furniture that he was aware of the damage when he received it and when he put it together, So he just shipped it anyway and had no intentions of informing me of the damage. As they currently have no store front due to a fire and I am not sure if they will ever reopen I get stuck with damage merchandise.

  Business response

  06/21/2023

  Dear Mrs. R*****,

   

  Mr. ***** purchased an outdoor patio set and various other pieces on 11/30/22, 12/2/22, 12/29/22, and 2/22/23. He was made aware at the initial purchase that most items would take until approximately mid-January to arrive to our store as noted on his receipt on page 3.  We were in contact with Mr. ***** several times after the purchase in regards to updates on the status of his order as shown in the notes attached.

  Upon arrival of the majority of his order to our local warehouse, Mr. ***** informed us that he would like to have these items delivered via our 3rd party delivery company.  The delivery company picked up items listed on pages 1-3, 6, and 8 on 2/27/23 from us so that they could deliver to Mr. ***** on 2/28/23.  On 2/27/23 we called Mr. ***** and informed that the 2 chairs included in his outdoor set was having issues not being leveled.  We explained to him at this time that we had reached out to the manufacturer to see what we can do to resolve this for him.

  On 2/28/23 Mr. ***** called us stating that he can tell that the chairs are not leveled and that there is a spot on one of the legs that looks to have been touched up.  We apologized to him for the inconvenience, and explained to him that we will be reaching out to the manufacturer to get replacement seat boxes and a leg.

  On 3/24/23 we called Mr. ***** to let him know that our store was temporarily closed due to damages caused by a fire that occurred earlier on in the month.  We explained to him that we are still operating as normal and do have the needed parts for his chairs on order.  In this same phone call, we scheduled with Mr. ***** for him to pick up his remaining items shown on pages 4,5, and 7 on 3/27/23.

  On 4/6/23 our associate called and informed Mr. ***** that the replacement leg had arrived, but that we were still waiting on the replacement seat boxes to arrive. 

  On 5/9/23 our associate spoke with Mr. ***** and let him know that we were still working to get a better answer from the manufacturer on when we can expect these parts to arrive.

  On 6/2/23 we called Mr. ***** and informed him that we had finally received confirmation from the manufacturer that the seat boxes had been shipped.

  We then spoke with Mr. ***** today, 6/21/23, and explained to him that the manufacturer is sending us 2 complete replacement chairs instead.  We informed him that upon arrival we will switch them out for the damaged chairs he has now.

  The length of this process was due to lack of communication from the manufacturer, as well as them offering other accommodations that did not suite Mr. *****'s needs.  We have included the email chain between our company and the manufacturer to show this, as well as notes from where we spoke with the president to get these replacements.

   

  We are a small family owned company and have done our best to give Mr. ***** the most accurate answers we had at the time despite the difficulties we were faced with.  We do have 2 replacement chairs on the way to us so that we can get this issue resolved for him.

  We appreciate your assistance in this matter and look forward to its resolve and closure.

   

  Sincerely,

  Mark E*********

  President

  Marked Down Furniture

  Customer response

  06/21/2023

  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

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My son and his wife purchased several pieces of furniture from this store for a new home they were having built. They paid in full over $3800. My son ***** ****** suffered a heart attack and stroke which lead to his death. A total out of the blue ordeal for his wife, ***** ****** and baby daughter, ******** ******. I had flown from California with his two brothers to be by his side and support his wife and daughter. After his death we went to this store to ask for a refund due to the fact that their plans for a new home had been crushed as was the world around them. ***** pleaded with the owner over and over to refund the money and keep the furniture which was still at the store. The owner refused saying "all sales final". I wrote him several emails explaining the situation and that I was moving ***** and baby to California for family support. He would not reply to any emails. His business says family owned and yet he was heartless in this situation! He kept the money and the furniture!!! I am writing this a year later as I now find time to deal with this situation for my daughter-in-law and y grand baby. As a family we are still trying to move on.

  Business response

  03/30/2023

  Dear Mrs. R*****,

   

  ***** and ***** ****** purchased 10 floor model items from us on 2/21/2021 in the total amount of $2,522.80 for a house they were building locally to our area. At the time of purchase, we came to an agreement with the couple that we would hold all items for them at no charge until June 2021 when their house was scheduled to be completed.  It was also made aware to them at this time that our policy is All Sales are final as stated on the bottom of their receipt.

   

  On 5/26/2021 and 6/1/2021 we reached out to the customers to get an update on when their house would be completed and did not receive a response.

  On 6/7/2021 Mrs. ****** and her mother in law came into the store and explained the situation of Mr. ******'s passing to one of our sales associates.  Our associate apologized for their loss, explained to them that she could not make that decision and that she would be happy to speak with the owners and give them a call back. 

  On 6/8/2021 our associate contacted Mrs. ****** and explained that we could not issue a full refund due to our strict policy.  Our associate then explained that we would be happy to work with her due to the situation by going against our policy and giving her a $1,200 refund, as well as a store credit for the remaining balance that never expires.  Mrs. ****** explained that she would prefer a $1,500 refund but would call us back the following week.

  On 6/15/2021 Mrs. ****** sent us a message through our BBB Profile re-explaining the situation and asking that we take another look at our policy.  We reached back out to her after receiving this and did not hear anything from her.

  On 6/21/2021 Mrs. ****** called us and agreed to the $1,200 refund along with a store credit for the remaining balance.  We issued the refund that day and got her California address so that we could mail her the copy of her store credit.

  We have attached copies of her receipt, all notes, and her refund report.

   

  We are a small family owned company and feel deeply sorry for the family and their sudden loss, this is why we tried to work with Mrs. ****** despite our strict policy. We are now in March of 2023 and thought this issue had been settled with Mrs. ***** ****** back in June of 2021.  

  We appreciate your assistance in this matter and look forward to its resolve and closure.

   

  Sincerely, 

  
  Mark E*********

  President

  Marked Down Furniture

   

  Customer response

  03/31/2023

  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. 
  It seems this store feels that all is settled but just knowing that keeping money along with furniture was too much if you are truly a family business. Just need you to think about how it affects family going through tragedy such as a loss of loved one! Sympathy and compassion should have been shown!
  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. ↩