ComplaintsforFactory Outlet Clearance Center

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased furniture and paid extra for ******** protection plan. 1 recliner, of a matching set, could not be fixed . ******** approved either chair replacement or store credit. Our chairs are no longer made, so we could not replace and bought 2 new recliners. When the second recliner failed, we were given another store credit by ********. When ordering the recliners, the assistant mgr. told us if the second failed, and it did shortly after placing order, he would re do our contract, and put the store credit back on my debit card. We went to get the refund, and the mgr told us that is impossible to do. They cannot go back and change paper work. They gave us nothing in writing stating what can or can’t be done with refund money. The mgr told us our only choice is to use our $*** credit toward more sub standard furniture, that they will try to sell us another warranty on.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a king sized mattress and adjustable base on 3/2/23. They were delivered on 3/22/23. After 5 days I realized the mattress was too soft so I went into the store to exchange it since I had that option since I purchased the mattress cover from them. Well, the delivery date would have been 3 weeks away and cost ******. I decided to rent a 10' ***** and do the exchange myself. I live on the 3rd floor with no elevator, so it was not easy to take the first mattress down and bring the replaced one up. I decided to rent the ***** truck for 2 hours, thinking that was more than enough time. But at ****** warehouse, they took forever so I got a late fee when I returned the *****. Well I got home with the replaced mattress and realized after taking the thick plastic off that THEY GAVE ME THE SAME MATTRESS BACK THAT I HAD TAKEN BACK TO EXCHANGE. When I say "the same one" I mean same type that I had returned and not the medium firm as I had wanted in replacement. I called the store today and they are sending the right one and never once apologized for this issue. They refuse to give me any kind of credit for my ***** ***** expenses. All of that money was for absolutely nothing. I deserve some kind of credit for that. I will never, ever, do business with this place again if they cannot even make things right.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * * <**************************> 2:09?PM (1 minute ago) to **************** This letter is to document the events that occurred on February 15th, 2023. On 1/28/23 I paid $*** using my **** debit card and on 02/ 02/ 23 I paid $*** using my **** debit card. On 02/ 10/ 23 I withdrawal ** ****** in cash For a sofa, and mattress at ****** ********* store in ********. I left work early ** **** ** ** *** **** ******. I received a text from the delivery driver at 3:41 pm I was informed via text message that the delivery team was on their way and could be arriving in 10 minutes. I notified the delivery driver that I was on my way home and less than 15 minutes away. I begged the delivery driver to give me 15 minutes, he was **** **** and even started yelling and screaming at me and told me to be home if not he was leaving. I told him my son, and I needed the mattress to sleep on for the night. I phoned the ****** ********* store in ******** and explained to the manager my situation with the delivery driver. We spoke for about 5 minutes, and I said I needed a refund, and she said to come into the store and get my refund. So I went to the store for my refund, and the store manager refused to issue my refund. I requested to speak with the general manager, and as I was explaining to the general manager on the phone, the General manager yelled at me and said I was **** ** ******** and I should get out of the store. I am not sure why he was told to react to me this way. I had to bring my son (*** ******* ** ** ********), and he started to get uncomfortable running around in the shop I followed him and put him under control. Suddenly six police officers surrounded my son and me. I began to record to protect myself and my son. One of the officers I have on the video said I should give him my ID and tell him my name, I asked him if I was under arrest he said no for the first time and the second and third times. When I asked him again, he said I was under arrest. Hence he threatened to handcuff me if I did not provide my ID. I was terrified and afraid for my life and my son's. I requested his supervisor, and he said no supervisor. The police walked me out of the store. In summary, the store refused to refund my money and called the police; in tears, I realized I was being discriminated against. The officer continued to threaten me with arrest, which freaked my son out. Finally, I was escorted out of the store. On my way home, I phoned the ******** police department and spoke with his supervisor. My son and I had to sleep on the floor the night of February 15th, 2023 we never had a mattress delivered. He had a rough night and couldn't sleep.

  Customer response

  03/14/2023

  The ****** store in ******** referred to me as an unwanted person in the police report. I was a customer requesting my money. They are still holding on to my balance funds of $********. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My contract enclosed is that I agreed to pay. When they sent the contract to ***** ***** the contract was not this ending price. They overcharged me and have yet to resolve to after several attempts to resolve with local office. They state it was fixed on ***** ***** end however it still is not correct.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3-19-2020, we went to **************** / Furniture Mart and met Courtney ******, the assistant manager. We found a sofa & love seat that we wanted to order. She stated if we wanted an additional **% discount we must make a $** donation, but did not indicate as nonrefundable at that time nor did our sales receipt indicate as such. So with delivery & tax the total cost was $********. She indicated if we paid in full our order would be filled quicker than any outstanding order not paid in full, with an anticipated delivery by June 1. So we paid the entire amount instead or the minimum deposit of **%. It was fraudulent to request full payment since the sofa was not available for another 9 months, This was so deceptive to require full payment for such a long lead time for delivery. The love seat became available on 6/19, but the sofa was continually delayed. We told the store manager (Aimee **) that we must have both furniture pieces delivered at the same time to ensure the dye color matched for both. On 8/4 we requested **% refund on our order due to the many delays. On 12/11 we received a call indicating the sofa was available. Upon closer review of our experience with this store, we decided to cancel our order on 12/13. But since Aimee was unavailable the order was not cancelled until the next day. Arriving home, I had a voice message from Courtney that if final payment was not received before the end of the day our furniture would be given to another customer. This was outrageous! We had waited 9 months and now they were demanding full payment that same day. We proceeded to cancel our order due to all of the delays and misinformation. We were then told that our $** donation was nonrefundable. This is not acceptable because a donation was required for the additional **% discount on our order which we never received. We are requesting a $** credit be posted on our **** Card in lieu of any store gift card since we do not plan on shopping at this store in the future.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/07) */ Thank you for contacting me regarding the complaint by Mr. Don ****** The $** donation was during our food drive sale. The customer was offered the extra discount as advertised in our sale with a $** donation to the food shelf OR the canned goods donation. At the time our salesperson advised the customer that if the order was paid in full when his items arrived, he would be able to schedule delivery right away. The customer misunderstood this. Our store manager spoke to the customer multiple times about this and explained that he was misunderstanding our policy. We offered the Mr. ****** the floor model on multiple occasions as well because of the purchase orders were being pushed back but Mr. ****** refused and said he wanted to wait. We also informed Mr. ****** that since there were issues with the product coming in, we would be happy to have him reselect or that we could cancel the order and refund him. He also said no to this each time and said he wanted to wait. When the items did come in, we called the Mr. ****** right away to have the order scheduled after he paid the remaining balance since he asked for us to refund everything excepting the **% to hold the order in the system. I had Courtney call Mr. ****** to ask him if he was planning to keep the order and if not, we would pass the product onto someone else who had also been waiting. Mr. ****** called the store after receiving the voicemail from Courtney and said he wanted to cancel. Courtney agreed and then he said to wait to cancel it because he wanted to speak with our store manager. Our store manager called and confirmed with Mr. ****** that wanted to cancel and agreed we would process a refund. A few days later Mr. ****** came into our store and was upset, demanding a refund of his $** donation to the food shelf back. Courtney explained that it was a donation that had already been to the donation site the prior month. Our store manager called the Mr. ****** and explained how the donations work and that I would be happy to give him a $** gift card in lieu of the donation cash. Mr. ****** refused the offer. Our store manager advised Mr. ****** if he was adamant about getting back his food shelf donation, he could call the local food shelf and ask for it back himself since we did not have it and it was being used to help those in need. We cannot refund more than what a customer paid. We feel the $** gift card is a very resolution to this complaint. Harold ****** Consumer Response /* (3000, 7, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the $** gift card in lieu of a $** refund to our credit card. We do not plan on ever shopping at this store again. So a gift card is of no value. This store were very fraudulent in their dealings with us. They manipulated us into prepaying for our order for several months and then try to deny what they did. My wife and I clearly understood that full payment was required to get our order filled quicker which was not the case. We have no trust in their sales staff and business. We will accept only a credit card refund! Business Response /* (4000, 9, 2022/01/07) */ Thank you for contacting me again regarding the complaint filed by Mr. ******. The cancelled order has been refunded in full. I am unable to refund more than what the sales order was written for. The $** in question has already been donated to a charitable organization as promised. Thank you, Harold ****** Consumer Response /* (4200, 11, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the offer. We will register a complaint with the state attorney general with the fraudulent business practice of manipulating customers to pay full price for products to receive early delivery. My wife and I both heard Courtney make this offer. And now management can only counter by saying that we misunderstood what was offered. Why would we pay full price if what we said was not what we claimed? It appears that maybe this fraudulent practice was done to other customers. We want our complaint to be heard and not allow this practice to continue! **************** / Furniture Mart is not a reputable company.

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