ComplaintsforAtlantic Bedding and Furniture

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a sofa set for $3811.73 from Atlantic Bedding last December 22, 2023. After one week of use the couches support materials broke down completely. After an in-person inspection by Nick T***** (salesman we bought from Atlantic Bedding and Furniture), he agreed to a quality problem and the set was replaced in early Feb 24 from their existing stock. Again, after only a week of use the replacement sofa completely lost all support- same as the first sofa set we received. I asked for a full refund but was denied by Atlantic Bedding because the warranty claim I submitted to Atlantic Bedding was denied twice by their supplier/manufacturer - who someone deemed it wasn't a quality problem without ever sending a rep to take an in-person inspection - and was told by Atlantic that unless they got a refund from their supplier- there was not a thing they could do for us and that all sales are final. On APRIL 16, 2024, after sending more pictures of the couches diminished quality, the supplier admitted to an inferior foam that they had used and would send these materials to Atlantic Bedding so our sofas could be repaired. We were told by Christina T***** (owner of Atlantic Bedding) it would be about 90 days from the time the materials are on a boat and shipped here to the repair completion. As of today August 26, nearly nine months after the purchase we still have no date for the repair materials arriving and have now lost all trust in Atlantic Beddings control over their supplier and ultimately, the quality control of their supplier. In order to avoid and future concerns with this supplier, we are now requesting a FULL REFUND - of $3811.73. The repair option is now off the table for us and want our money returned in full. The following pages show in detail the couch quality and the ongoing correspondence emails. I have all text correspondence, email copies, etc. if needed to resolve this situation. Thank you, Treg & Nina M**** 843-991-8899

  Business response

  08/30/2024

  Mr. M**** has previously agreed to have the parts shipped from overseas for the repair process. The manufacturer does not ship these parts separately via any expedited services and sends them on the next container that is ordered by the customer. We have since placed our order and are awaiting the next arrival of a container from the manufacturer to the Port of Charleston with the parts enclosed. We apologize for any delays that Mr. M**** feels are unwarranted, but the logistics of the situation are bound by the manufacturer. No refund will be issued.

  Customer response

  08/30/2024

  I am rejecting this response because: 

  Based on my previously attached summary of the timeline since the purchase and the promise of “repair”, - I was told on April 26 by the owner Christina T***** that these materials would be on their way and would take approximately 90 days.  That would have put our repair being completed at the end of July the latest- 8 MONTHS AFTER PURCHASE IN DECEMBER 2023.  I agreed to the repair in April since I was being denied a refund by Atlantic Bedding and their supplier - (even though they admitted they produced and sold an inferior product).  It was NOT the quality of the showroom sofa.  Atlantic Bedding NEVER had a Rep from their supplier come out to inspect this product.  

  So with no refund option, I felt my only option was to wait the 90 days- till end of July. However,  it is now going on 6 months of waiting and 9 months since we purchased from Atlantic Bedding, I’ve lost trust in this retailer and supplier, and my wife and I are out nearly $4000 on a bad quality purchase.  Again, it was not the quality of their SHOWROOM sample.

  Atlantic Bedding and their supplier have  refused my refund requests, NEVER SENT A REP,  and show no sense of urgency in getting this repair expedited.  I have no trust in accepting another product from them.   My refund request will stay in place. 

  Treg M****

  Business response

  09/04/2024

  Two blank pages have been added to the previous PDF of the complaint.

  Atlantic Bedding & Furniture's position has not changed. No refund will be issued. The parts for the repair have been ordered and the repair will be completed upon receipt of the parts.

  Customer response

  09/04/2024

  I am rejecting this response because:   

  I accepted the repair option in April, after they denied a refund request twice - WITHOUT EVER SENDING A MANUFACTURER'S REP to inspect the quality on 2 sofa sets that they supplied through Atlantic Bedding.

  After 6 months of waiting for this promised repair which I was told would be approx. 90 days- I am done wasting any more of my time on this.  Please let me know if the BBB can't help settle this and I will move forward with other options.   

  Never had to deal with a retail store not honoring a product they sell- and not working with their own suppliers to bring a timely solution.

  I will wait to hear back by end of day this Friday and if nothing further I will take it in another direction.

  Thank you,

  Treg M****

  I've tried attaching again the SofaQuality comparison to my outdoor furniture cushion. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/15/2024 my partner and I went into the showroom on Rivers Ave. and purchased two pieces of furniture for $2599.51 from sales person Victoria. At no time during the sale did the sales person inform us that all sales were final. One piece was available at the warehouse and was picked up immediately. The second piece, we were told, was “on its way” and would be there mid July. On July 15th a call was made to the store and we were told the piece was in production and not there yet. On July 20 we called and spoke to store manager “Raven” who indicated the piece would be shipped 7/26 and should arrive 8/1. Text sent on 8/6 to inquire. “Stephen” answered that he would check on an update. No reply from Stephen. Another text sent Saturday 8/10. Stephen replied he would have an update, “hopefully Monday” (8/12). Now Thursday 8/15 with no response. It seems our order has been abandoned and we are unable to find out when or if our furniture we purchased 2 months ago will ever arrive. Horrible customer service. This company is currently holding our money hostage with no updates and no furniture. Currently stuck with 1/2 of our purchased furniture but they have had our money since we paid in full on 6/15/24.

  Business response

  08/25/2024

  We have been in constant communication with the customer in regard to the delay from the manufacturer of the product. Unfortunately, we do not have complete control over the situation. The customer was aware at the point of purchase that the product was out of stock and she would receive the product as soon as it is received from the manufacturer. It has not be received, therefore we can't deliver it. We have been working with the manufacturer to expediate our entire order so the customer can receive her merchandise. We apologize for the inconvenience, but we are limited as to what we can do at this juncture.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5-19-22 I purchased a desk from Atlantic bedding & furniture in North Charleston, SC. Excluding taxes the purchase price was $449.00. The plan was for me to do a direct pickup from the warehouse. This never occurred. The next day I returned to the store and cancelled the order. The manager charged me a 20% restocking fee of $90.00. I advised I had not picked up the merchandise and it was still in the warehouse. He advised this was in accordance with the sales agreement and I should have been informed of this at the time of purchase. The applicable part of the agreement reads ALL SALES ARE FINAL and goes on to state the manager is correct as to his position. My copy of the sales agreement contains six highlighted conditions related to this sale. The passage referred to by the manager is not one of the highlighted items. Since the manager advised I should have been advised of this stipulation and since the condition is not highlighted it is obvious I was not so advised. Also, the agreement contains a line requiring my signature. This space is unsigned. Absent my signature this is not a legal contract and all provisions contained therein are not valid and applicable. In summary an unsigned contract is not legal and binding. Also the failure of the sales associate to highlight the applicable section indicates he failed to bring it to my attention. The manager has stated this should have occurred. I am of the opinion the manager has no legal standing in his position and I am due a refund of the $90.00. Should this complaint fail to bring satisfaction my next recourse will be small claims court. The unsigned agreement provided me contains no mandatory compulsory arbitration provision and it is my position that legal recourse is available to me. The correct store and location is: Atlantic Bedding and Furniture, 7400 Rivers Ave. North Charleston, SC 29406-4644. Phone no. XXX-XXX-XXXX.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/23) */ Contact Name and Title: Steven R*******, Dir/Ops Contact Phone: ********** Contact Email: *********@tonoco.net Mr. *******, After reviewing the information presented, and due entirely on the fact that the sales associate failed to have you sign the sales order at the time of the sale, we will be contacting you to refund the proper and authorized restocking fee in the amount of $90 to your method of payment on the sale. Consumer Response /* (2000, 7, 2022/05/23) */ Received a call from the manager who acknowledged the salesperson failed to obtain my signature on the relevant documents. He acknowledged no contract existed and refunded my credit card account $89.80 which was the exact amount due. Thank you for your assistance.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch set from Atlantic Bedding and Furniture on 2/13/20 in the amount of 1,038.91. However there was a hold requested by company on 1/21/20 in which 50 dollars was paid to company. There was an additional fee of $99 for delivery. In total, company was paid $1187.91. On 4/2021, I notified company that it appeared furniture was defective. I started to notice metal pieces that were exposed and wood framing issues as well. I received contact from James F** that my warranty expired on 2/29/21. More recently I noticed white chipping behind my couch. When I looked behind the couch all of the wood framing had pierced through the couch fabric and impaled my wall. Once again company was notified on 5/3/22 of defective furniture. Mr. F** responded that the warranty was expired and because I did not purchase an extended warranty there was nothing they could do. However, I believe my furniture purchase would fall under an implied warranty of merchantability. Due to the nature of this merchandise, it is also unsafe, and unusable due to exposed wires and wood framing. I am requesting a full refund, or receiving new furniture of equal value. I am also requesting that if company provides furniture, there would be a free delivery and removal of old furniture due to my personal safety, as furniture could cause bodily harm to myself and my family.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/05/09) */ Ms. ****** purchased the Dante Midnight sofa and loveseat from our Rivers Ave showroom on January 20, 2020 and received a delivery of her purchase on February 20, 2020. The manufacturer of the product, Minhas Furniture, extends a 1-year manufacturer's warranty against production defects from the date of customer possession. That date would be February 20, 2021. Ms. ****** contacted our store in April 2021 regarding her issue and was correctly informed by our store manager, James F**, that the purchase was out of manufacturer's warranty, and that no extended protection plan was purchased by Ms. ******. (see attached sales order where protection plan was DECLINED by customer). The damage caused to both the product and to Ms. ****** wall, appears to not be related to normal wear and tear on the product, but due to customer abuse and willful neglect. Since the product is out of manufacturer's warranty, the customer declined an extended protection plan offered, and our company holds no responsibility to the damage incurred, we dispute Ms. ******'s claim. Furthermore, the two products purchased were built on solid wood frame and are stationary. Ms. ******'s claim of exposed wires in the product are baseless as their were no electrical components to the Dante Midnight collection. Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Company Representative, In response to the comments from Atlantic, Bedding and Furniture, there is no basis that will prove "customer abuse" or "willful neglect", as this furniture was purchased during the time period of high cases of death and illness due to Covid-19. If there is evidence of the customer abuse and willful neglect claim made by Atlantic, Bedding and Furniture, I would be happy to review them. If additional photos are needed with measurements to demonstrate the holes in wall are consistent with the size of the wood that is exposed from the wood frame from the couch and metal piece in the back of the loveseat, I would be happy to share photos. Furthermore, I believe the defects in furniture would align under the category of implied warranty of merchantability in which furniture would be accessible for ordinary use. Additionally, due to substantial amount paid for furniture and delivery, the extended warranty was declined in part to the investment made with the initial purchase. I also attributed this decision based on company's claim of being "proudly able to provide unrivaled values in home furnishings." I am open to reasonable resolution. I only ask that Atlantic, Bedding and Furniture take the time to truly assess this claim in its entirety and ensure that this customer can co-sign Atlantic, Bedding and Furniture's words of "You are more than a customer here, you are a neighbor". Kindest Regards, ****** ****** Business Response /* (4000, 9, 2022/05/12) */ The manufacturer's warranty has expired, and there is nothing that Atlantic Bedding and Furniture can do to in this situation. As to the "implied warranty of merchantability", the warranty was not implied, it fully existed. However, it has expired. It was never a lifetime warranty, it was a 1-year warranty issued by the manufacturer. It has since expired as explained in the initial response to the complaint. We have sold dozens of the exact same set over the past few years without any issues from consumers.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello on June 22, 2021 I submitted an order for a sectional. I placed a deposit to hold the sectional as i was waiting on my home to be completed. The store closed in December 2021 in Columbia, SC. I was informed my furniture would be transferred. The store in Charleston currently doesn't have the section. I asked for a refund they stated i could only get a store credit. The store informed me I abandoned the furniture because it wasnt picked up. This information was not told to me, as when I placed the deposit I was told it would be held. I would just like my $200 deposit back.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ Contact Name and Title: Steven R*******, Dir./Ops Contact Phone: ************ Contact Email: *********@tonoco.net Ms. ******, as stated on the terms of our sales order agreement. All layaways are capped at 90 days and after 90 days all products and monies are forfeited. No contact with Atlantic Bedding and Furniture was made by you since June 2021, well over the 90 days as prescribed in the sales order agreement. We have extended the courtesy of offering the deposit as a store credit, but a refund is not available. Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello your response is incorrect, I was in contact with your salesman Mr. Jameson I**** up until.the store.closed. That's how I was informed that the merchandise would be transferred to the Charleston store. I informed him I was waiting on the completion of my home. I spoke to your salesman James on Monday and informed me that my.chair wasn't there. I requested a refund in which he said only store credit at this time you all don't deliver to my state, and you don't have what I originally put a deposit down for.

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