ComplaintsforFurniture Innovation, Inc.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/18/2021/amount paid $2200.00/business basically stated they could not resolve issue/furniture is in need of repair or exchange/business has not tried to resolve problem with furniture/sales #****

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/09/27) */ This customer has had the sofa in question for over two years. The warranty that his has is for one year on seat cushions which is standard in the industry. We didd offer to purchase this customer a new ottoman and to replace two of the seat cushions as we had two extra ones in stock to give him as a courtesy until he cursed us out. We even sent out a service tech to try to help this gentleman that has had the sofa for over two years and is experiencing heightened wear and tear (which is not covered) Equally, if it were covered per warranty, the warranty explicitly states that each incident must be reported as it happens and not let multiple things build up (neglect). He wants all cushions replaced and ottoman replace. Simply put, he is out of warranty. Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the bill of sales states 5 year warranty and purchase date is 6/18/2021...we never received any paperwork stating what was not covered under warranty the only paperwork we received was the bill of sale...this is not accurate for what the store owner is saying, and as far as neglect I think he is neglecting his responsibility as a professional business person..all his statements are false and untrue that was in his response and if he will not be responsible for his neglect in this matter..we will be filing a complaint in civil court! (attached is bill of sale we have NOT had this furniture for 2 years Business Response /* (4000, 9, 2022/09/28) */ The warranty information was advanced to the customer recently and is typically attached to the sales receipt. Cushion cores are not covered under the five year protection plan. Stains rips cuts tears burns punctures and all other fabric related issues. Any cushion related issues are covered under manufacturers warranty which universally states one year in the industry. Equally, each incident must be reported as it occurs. Multiple issues reported at one time is considered neglect. Given what the customer is suggesting any person can keep a sofa ad infinitum and do what they want to do to it an retailers would be responsible for replacing it. No matter what. Despite the obvious abuse to this furniture. Despite Mr. ********'s propensity for abuse, libel and slander we have offered assistance a s professional courtesy or will give him a credit towards the purchase of a new sofa. Consumer Response /* (3000, 14, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) the standard for cushions are 3 to 5 years,which is not the case here...we are willing to work with Furniture Innovations(****** *********) to replace cushions and ottoman,we do not need credit towards a new sofa (which we probably will have to pay more out of pocket) but if we cannot come to a resolution we will have not alternative but to take (****** ********* Furniture Innovation) To court! Consumer Response /* (2010, 17, 2022/10/06) */ We recieved our new cushions from Ashley Furniture 10/6/2022..Mr ****** *********(Furniture Innovations) stated that he will still attempt to help solve the problem that we are having with our Chaise and Ottoman ,but hasn't contacted me of what his intentions are regarding this matter.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  12/15/21 we were in search of a manual, non-rocking recliner for 6 ft person. After searching floor and warehouse, we were led to computer on zero wall page. The one I liked looked like a rocker and I wasn't sure how to find size, so I asked when he finally returned. He looked and said that it "shouldn't rock" he looked for size and quickly minimized screen while leading us away, he said, "it's 6 ft 1 inch and it should take 2 weeks, not 2 months like those other places". We paid 491.61. I called 2/2/22 to check status and lady promised to check and call back, but didn't. 2/9/22 I called, return call said it was on truck and had to be covered in plastic. My husband was given the model from floor. The chair rocked and was only 63 inches. Owner would not refund money but "let us" order different chair. Owner had me look through book with no recliners, then had phone girl distract us and finally had us back at computer. I chose the ******* recliner in taupe. I pointed to while saying the name and color to salesman. Owner promised 2 weeks and we needed before my dads 1 month visit. 3/10/22 I called, no call back. 3/11/22 I called, no call back. 3/15/22 I called and asked to hold while she checked. She hung up on me 25 minutes later. I asked husband to go demand money back and suddenly owner was able to check and would be delivered next day. I asked husband to look at chair before leaving and owner threw a fit said "that is the chair that was ordered, the number matches receipt". The chair he ordered is electric, not likely for someone 6 ft tall. The wrong chair! I had to buy one elsewhere, and it took 4 days. 2 days after chair brought home, we randomly lost power for 1 1/2 hours which is why no electric requested. I calmed down enough to call 3/21/22 and was not allowed to finish a sentence, talked to with sarcasm and condescension then had phone slammed in my ear. My husband refuses to deal with "that man". No return policies don't generally apply to business "errors

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/12) */ We do not have an order in thios customers name but ******* ****. This is the third recliner that we provided to this customer at a very substantial upgrade from the one that they purchased. They were allowed to get the upgrade due to a delay with the one they purchased that they were not happy about. Despite having this chair in their possession for a substantive period of time we have told them that we will still let them have the original chair that they ordered. They have been unresponsive. We sent a picture to their phone to confirm that this is the chair that they desired. I(f we do not here from them in the near future we will have to put this chair on the market due to spatial concerns. We have gone above and beyond in efforts to satisfy this customer as that is our number one priority. But we can not hold these things forever considering all that we have done thus far. Consumer Response /* (3000, 7, 2022/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The order was put in my husband's name but I was there. He did not provide 3 chairs, I had to spend more money at a DIFFERENT store to get an appropriate chair for my dad's HEALTH and SAFETY. We were lied to about the first chair being zero wall and 6'1" which is what we needed. It was actually a 63" rocker. We were lied to about it being on the truck when it was actually the floor model that we knew wouldn't work and reason for ordering. According to the Tennessee consumer protection act, that should have been enough reason to get money back, but we were forced to order different chair. He is implying that he gave us upgrade at no charge, which is another lie. We paid an additional 207.58 and requested the ****** ******* taupe chair which I uploaded a screenshot from internet because that is not what he chose to order for us. I also uploaded photo of the chair I ended up with which is in the guest room covered because it is useless to us. There was no communication from them to inform us that we couldn't get the chair we requested. The chair he sent is power and too small. I asked my husband to make sure it was correct chair before leaving but owner through such a fit that it was the one ordered that hubby refuses to deal with "THAT man". It was apparently the chair ordered but not the chair that we requested. I was at my daughter's in Cleveland when it was brought home on 3/18/22 and got home to huge disappointment 3/19/22, too late to call. The next day was Sunday and they were closed. Monday, 3/21/22, we lost power for 1.5 hours, even though clear morning, and the reason I needed manual recline, since I would not be able to help my father out of chair. When power returned, I called to let him know that was not the chair we requested. First I was told that he wasn't there, but as I tried to leave message, he started screaming something at me, then he was sarcastic about it being wrong, then he interrupted me and started screaming that it was my chair before slamming phone in my ear. I was being calm and respectful and have done nothing to bring on that behavior except expecting to be treated fairly. He never offered the original chair ordered and even if he had it would inappropriate under these circumstances. The only call returned to me was to lie about the first order coming in and the only communication initiated to my husband was a text asking "how is this" with a link to another electric chair, and that was sent 5/12/22, the same day he replied to this claim. Copy of text attached. My dad has been here for a month and gone home. There has been nothing in this experience that would indicate a desire for customer satisfaction. In 37 years, we have shopped at many furniture stores and always had good experience whether we purchased or not, until this store. Business Response /* (4000, 14, 2022/06/02) */ WE HAVE REACED BACK OUT TO THIS CUSTOMER NUMEROUS TIMES AND GOTTEN NO REPLY.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 25th 2021 I purchased a twin bed, a mattresses and box springs a chest of drawer's with mirror and wrote a check for $1500.00. They never delivered the merchandise to my Apartment. I am asking for a full refund now. Please help me with resolution to my problem Thanks ******* *****

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/27) */ This product has been delivered and he confirmed it with the finance company. Now they are taking him to court for non payment. He confirmed with them and us that he was moving and leaving the product in the house. He wanted us to pick it up but as I explained to him, we do not sell used furniture here. We pride ourselves on providing exceptional customer service but we can not implement measures that are violative of our universally applied store policies. Consumer Response /* (2000, 7, 2022/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was settled with the third party.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid in full for a sectional couch and daybed with 2 mattresses a total of $2450.00.. This was Dec 28. Here it is March and I still have no furniture. I have contacted the store was told they were going to deliver last Saturday and a no show. Called again set up delivery for the next Saturday called them and they didn't have me on schedule. But said it would be done and they will call 30 minutes before they get here. I think I just need my money back.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/07) */ This customer has been delivered. After having spoken to our warehouse manager I was advised that on a previous delivery attempt no one answered the phone. We advise our customers to answer calls from unknown numbers as they will not come to a customer's home unless we confirm thirty minutes prior that someone is there. We apologize for the inordinate delay occasioned by supplier related issues and would like to offer Mrs. ******* a $200 free in-store credit. We pride ourselves on exceptional customer service.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchase 11/13/21; purchased a bed, dresser and two night stands. We paid in full: $1800. Company said we would get the products in 2-6 weeks. The products have not been delivered, they say the night stands are in the warehouse, and the bed and dresser have no projected receipt date. I have repeatedly called and asked the company to return my money in full, because they have no solid expectation about when the bed and dresser will be available. The manager of the company said they would return my money, minus a re-stocking fee. I believe the restocking fee is egregious because they haven't moved ONE PIECE of furniture on my behalf. In addition, they have benefitted from holding my money for many weeks. I am asking that the company waive the restocking fee and return my money in full, immediately.

  Business response

  06/06/2022

  Business Response /* (1000, 8, 2022/03/07) */ Our most humble apologies to the ******** for the inordinate delay occasioned by supply chain issues in Vietnam and California. we have secured all of their product except one piece which we fully expect to be here very soon. We have offered a refund with fifteen percent restock fee which is our store policy. Or a substantial store credit or free upgrade of in stock product which is also in line with policy. We pride ourselves on exceptional customer service and pray to resolve this matter Consumer Response /* (3000, 10, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business is not acceptable. It's the same story I have heard from them for several weeks, with no substantial evidence that we are any closer to the product being delivered - their delivery estimate is only empty speculation. Charging me a 15% restocking fee, "which is our store policy", is preposterous - because they haven't moved one ounce of furniture based on my order. Business Response /* (4000, 14, 2022/06/02) */ THIS CUSTOMER HAS BEEN DELIVERED. oNE PIECE CAME IN DAMAGED AND IS BEING REPLACED

• Initial Complaint

  10/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a piece of furniture from this company in May. They said they would notify me when it shipped. I never heard from them so I have called and spoken to them three times. Each time they told me "it's in our warehouse and shipping now" and "all sales are final" But I never received my product after paying them over $300. Last time about 9/27 they told me they would take a picture of it in their warehouse and email that to me. They never did and i still have not heard from them or been updated. I see many many reviews of customers having the same problems.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/20) */ THIS WAS SHIPPED TO US FROM THE MANUFACTURER WHEN IT SHOULD GONE STAIGHT TO THE CUSTOMER. iT HAS SINCE BEEN SHIPPED OUT AND THIS CUSTOMER WILL BE RECEIVING IT IN A DAY OR TWO. Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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