Customer ReviewsforLenoir Empire Furniture, Inc.

I am very disappointed in the service I received from Lenoir. I am 81 years old and I have purchased several items from Lenoir over the years. I purchased a sofa that was delivered during the height of the Pandemic. The delivery drivers were not educated on the product and did not know how to bring the sofa through a standard size front door. A panel should have been removed to allow the sofa to fit through the door. Instead of removing the panel, they jammed the sofa through my door and damaged my door and tore the fabric on the sofa. Lenoir initially indicated they would fix the problem. After almost 9 months, they had the manufacturer send me material that may match the sofa. However, Lenoir is not sending someone to repair the sofa with the fabric. It is very disappointing that (i) they use delivery agents that are not educated on the product causing damage to my home and the product and (ii) they refuse to make thing right with a longstanding customer.

Let's start with a little history on this transaction. Our policy is to send an email of the order to the customer with our "Terms and Conditions of Sale and Sales Agreement" for customer to approve prior to us ordering. The "Terms and Conditions of Sale and Sales Agreement" states that "if the furniture is damaged when delivered to refuse the piece and make clear notes on the bill of lading stating what is wrong." "It also states we guarantee the merchandise only as provided by the manufacturer." We received her approval and placed the order. Barbara **** from Rockville MD ordered an American Leather Queen Sleeper Sofa on 6/16/20, and it was delivered to her on 10/5/20. The customer then had to sign off on the delivery bill of lading stating 'the customer was given sufficient time by the drivers to inspect the furniture for any defects or damages. All furniture was delivered and setup to my satisfaction. I have found everything to meet my approval and my signature releases D & D Delivery Service, INC and Lenoir Empire Furniture from any further liability on this delivery except as noted on this ticket." It also states in all CAPS and Bold Letters "DAMAGED OR DEFECTIVE ITEMS MUST BE RETURNED." There was nothing noted on this. I will fax you a copy of this signed by the customer, Barbara ****. We never heard anything from the customer till July 2021, and she spoke to the owner here at Lenoir Empire Furniture. We received an email with the requested documentation on 7/29/21, from her son Gerald C. *** who says he is an attorney and all of the information we received came from his work email Rita's Franchise Company in Trevose, PA with his title being General Counsel and CCO. Businesses use Contracts or Sales Agreements to be clear on what the responsibilities are of each party involved in a deal and serve as a record of commitments for both parties regardless of age, sex, national origin or religious beliefs. If customer has or had purchased several items from us over the years (as stated above) she would have been accustomed to what was expected from the customer. It was between 8-9 months before customer even notified us of any issue. I will fax you a copy of the small hole/pull they are showing as an issue on the top, back frame of the sofa. If the customer had told us of issues they had with the freight company we would have instructed them to contact the freight company. The customer pays the freight company directly for all deliveries. We do not handle any of their money nor their business and they have insurance to handle these issues. You can't buy a new car and drive it for 8-9 months and then go back to the dealership and say that a dent was on the body of the vehicle when I received it. I didn't say anything then, but it really bothers me and I want it made right now. When all parties in a contract keep the commitment they agreed to then things can be taken care of in a timely manner. Anything can happen in 8-9 months. As an accommodation to the customer we ordered the cut and sewn fabric piece, needed to repair from American Leather, and paid for it and the shipping to the customer at no cost to them (we paid American Leather), but customer will have to take some responsibility due to the time lapsed and I believe any company would take the same position as we are.