ComplaintsforKnoxville Wholesale Furniture, Inc

• Initial Complaint

  01/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a couch from this company a little over a year ago. Was told by the sales person that buying the warranty covers all repairs if broke and was not caused by us. Now i filed a my couch is broken and was told i have to pay for all parts with repairs. It’s not my fault your company makes cheap products. Both arm rest staples came out over half the armrest. Staples coming out of in between cushions and one side the frame is bent.

  Business response

  01/26/2024

   

  Let me be very clear KWF is not the manufacture of the product.

  We are more then happy to repair the mech, we will order the parts required.

  The reason the claim has been denied, abuse, the arm has been grabbed, lifted or pulled to move the unit, this is what has caused the separation.

  That being said, when our tech is there to repair the mech he will reattach the arms and take care of the separation, this is a easy repair.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a table and 2 barstools in September from Ashley Furniture in Knoxville, TN Turkey Creek location. Scheduled delivery for first week of October. We were called the day before the delivery stating they needed to schedule a new date because they gave me an incorrect day for our area. I chose to cancel the delivery and puck up the table instead. Since my name was on the credit card and not my husband's, they could not refund the delivery fee unless I personally came to the store even though my husband would be picking up the item. I drove 35 miles to the store to get the refund. When my husband went to pick up the item they did not have it to give to him. I called to cancel the entire order. Now I have to drive the 35 mile one way trip back to the store to refund my credit card again. They claim I personally must make this drive due to potential credit card fraud. I am not seeking to charge anything, I want a refund for not receiving the items. They have record of my payment and my non receipt. I would like for them to refund my money and keep the items without having to drive to the store again.

  Business response

  10/23/2023

  I am terribly sorry this happened.

  In this day and age where this is so much credit card fraud we do have a blanket policy, we can not do credit card refunds over the telephone!

  Business response

  10/25/2023

  I am very sorry this happened!

  The office person should have never made you drive in to cancel a delivery charge I admit this was wrong it was very short sighted on their part!

  I would like to invite you into the main store and see me I would be happy to offer you a large discount on something now or in the future to make this up to you.

  I can not simply cancel or void the transaction, we do not keep your CC number on file, this protects you!

  If I cancel or void the transaction, the funds would just sit in our system!

  Not keeping your number on file protects you, not taking your number over the phone protects you!

  Once again I apologize!

   

  Darrin

  Customer response

  11/02/2023

  I did respond to the company. They said it was simply their policy and I rejected the solution. I merely wanted a refund for undelivered goods without having to drive another 82 miles to present my credit card in person. I ended up having to do this but it was unacceptable. I have now driven 246 miles and have no furniture because the company sold something it did not have and promised to deliver it on a day they could not deliver.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a leather sofa and 2 recliners it was delivered in Feb 2021, we also purchased a extended warranty. The leather on the sofa and a recliner started to fade and chip in less than a year in a half. I called the sales person *** and he said to call the warranty company, and the run around started. Numerous text started between *** and myself. Finally they agreed to replace the leather headrest. I texted Rod shortly after that and said the right side of the sofa in now fading. Thinking they would order a replacement before the tech came out. That didn't happen. The tech came out, I only had 2 pieces for him to replace. When he arrived he said he didn't have time to put both pieces on. Called the store they said this was complimentary service and gave me no straight answer when or if I was going to get a right headrest replacement and installed. Shortly there after the right side of the sofa was leaning to the left. Went to the Peter's Road store to talk to my salesman *** to tell in-person what was wrong. He was really nice about the problem and said they should just replace the sofa. The manager *** ** *** got involved and he was very condescending in his tone with me and said he would make a few calls. In the meantime my salesperson calls me and said he sharply said he was taking a step back from getting further involved in the situation. They sent the pieces to fix both side of the sofa mechanism. The repair person said they break all the time because they are metal and plastic. So nice to hear when you spend thousands of $ crap furniture. The sofa headrests still have not been replaced. The real insult is I asked all the questions about the quality of the furniture, and the quailty of the leather prior to the purchase and it was all a lie. Oh and the warranty company sent me a text and said they no longer have a repair person in my area and gave me a number to call a local repair company to do the repairs. This is just a summary of the whole situation.

  Business response

  05/06/2023

  The warranty does not cover fading or the color changing.

  This occurs, generally from body perspiration, direct sunlight or the furniture has been cleaned with leather cleaner or conditioner or some other type of product.

  If there is any issue with the frame we would be happy to send our tech out to fix the issue.

  Please call the store ask for **** ***, he would be happy to set up a tech to come out and fix the frame or install any replacement parts.

  Business response

  05/26/2023

  Please just call into the store ask for **** ***, he is the service and parts manager, we will get on the same page we will get the parts needed and we will use our tech to come out and resolve any issues!

  Customer response

  05/26/2023

  The problem with Knoxville Wholesale Furniture has been resolved. Thank you for your help in the matter. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 12 my daughter purchased a chair from this business for me. I was told delivery would be 6-8 weeks. At 6 weeks I called to check on the progress. I was told it would be another week. The following week I called and was told it was on the truck coming from the factory. The next day I received a call stating due to weather the trucks weren't running it would be another week. The next story I got was that the chair was made but they didn't have the fabric. So how could it be on the truck if it wasn't complete. Tried to talk to the store manager but he is as full of lies as the rest. They have now had over $700 sitting in their account to which they are accumulating interest. To date I have not heard a word. It's been 10 weeks going on 11

  Business response

  01/25/2023

  Special orders take approx. 6 - 8 weeks, we are now finding in some cases they may take 12 - 15 weeks!

  Let me explain what a special order is, this is in this situation a chair that we carry that the customer liked but they want it in a different color, so we order it from the factory!

  KWF, does not work for the factory nor does the factor work for KWF, we have no access to their system or their inventory, we simply place a order with them and have to wait.

  They could be out of the frame, they could be out of a part to make the frame, they could be out of the fabric, they could be out of the foam.

  Like everyone in America, there are worker shortages, especially in factories, we are entering a new time.

  Once the chair is made, you have to wait for a complete truckload of chairs, if you don't the over land freight would be so high the customer would not pay $700 for the chair it would be $1200

  Once you have a truckload you have to hope there is a driver, if there is a driver you are now at his mercy, he may drive straight through or he may decide to stop, he may have to stop at a distribution center to load more chairs or unload chairs.

  Finally when it arrives here to Knoxville we may have 8-10 trucks in front of the truck with the chair on it, then we have to hope we have a crew in place to unload it.

  God forbid a mistake along the way did not happen hopefully there is not freight damage or damage that occurred from the factory.

  So as you can see this is not simple process, there are many many moving parts and we are only given so much information.

  The factory may tell us one thing and it may not happen, a load can be assigned to leave the factory and there can be a delay after we are given the information.

  it is very trivial to think that KWF wants to take a small amount of money and put it in a account and gain interest on it.

  I would be more then happy to refund 500.00 until the chair arrives then you can pay it upon arrival to complete the transaction.

  Customer response

  01/31/2023

  
  I am rejecting this response because:  First of all I am intelligent enough to know what a special order is.  Don't tell the customer 6-8 weeks if it isn't happening.  Tell them 10-12 weeks.   Communication is important in customer service and Knoxville Wholesale lacks in that severely.  Why can't someone be assigned to do followup.  Too simple?   The interest you make from all the customers that have been in the same boat as myself is not considered trivial.   Yesterday I received a call from "Vicki" about setting up delivery.  I called late yesterday and was told Dave would call this morning.  By 12:30 I've had no one call so I called the store.  Vicki is not in today, my salesperson is not in today.  NO ONE COULD HELP.  So I left a message for my salesperson noting the times I can not answer my phone as I'm working and also told them the times that work for me for delivery either Friday or Saturday.  Now I wait.....again.
  
  Sincerely,
  
  Jessica *******

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a dinning room set on 10/25/22 and were promised delivery on 11/4/2022. Needless to say we did not receive our order, we actually had to be the ones to call the business to find out what happened. We were told that the items were not in stock and they could not deliver. When we purchased the set on 10/25/2022 we were told the set was in stock and delivery on 11/4/22 was not a problem. We paid cash for this set so they already had our money. We didnt receive this until about 2 weeks later and ere the ones xwho had to call and get information. Once the set was delivered we noticed one of the chairs was damaged. We immediatly called the store and they said a tech would come out to repair it. Turns out the chair couldn't be repaired and they said they would send us a replacement. The salesman called and said the replacement chair would be delivered on 1/6/23. Of course that did not happen either. We called and spoke to the sales person and he spoke to us like he had no idea he was the one who scheduled this. We told him we were going to report them to the better business bureau. So now 1/15/23 we have not heard from anyone and we still do not have a replacement chair. We paid cash so now we own a broken chair. This store is carrying the Ashley Furniture name and I am surprised this is happening. We just want we paid for, a chair that is not damaged.

  Business response

  01/29/2023

  Once again, shipping is not a exact science, we do everything we can to bring everything in as fast as possible!

  There are delays across the country at multiple points, at the manufacture, loading, transport and unloading.

  Customers have to be patient, salespeople have to do a better job at keeping the customer informed.

  We will get the replacement chair in and replace it for the customer as soon as possible.

   

  Please advise the customer to stay in contact with the sales person.

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have furnished 3 homes from Knoxville Wholesale Furniture. We purchased furniture on September 8th. We explained to our salesman that this would be for a second home we have in South Carolina. We asked about delivery and we were told that they would deliver for a higher fee (to which we inquired about it). Once we sat down to write up the purchased of a special order sectional, a Queen headboard/footboard, nightstand, dresser, daybed with trundle and 2 twin mattresses - we were then told we were not spending enough to justify the delivery to SC. We understood and agreed we would pick up the furniture at the warehouse when it all came in. We explained we would rent a moving truck so it was CRUCIAL that all furniture be there when we picked up. I remained in communication with our salesman and on 11/27, we were told it was ALL there. We went to pick up and after waiting 45 minutes, we were told that the queen bed & daybed were not there. Various phone calls back and forth between myself & the salesman, I demanded to take the floor model since we were there with a 15 ft moving truck & leaving for SC the next day. During this time we were treated so poorly the entire time. I asked the front desk attendant if she could get someone to help us and she told us to go back through the doors and get back in line.We finally left with all the furniture from the floor models. I inquired with the salesman that we needed a price adjustment since we were not receiving (new) furniture we had purchased and he said "you already got a good deal when you bought it" we then drove to SC where it was determined the trundle mattress is too thick for the bed and its not adjustable (salesman told us it would be adjustable when we purchased and then said that its not adjustable). Told me to bring it back and he would refund-again, I explained I was in SC & they should know their products better. He has not responded back any further. We never once received a call from a manager apologizing.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Ashley Furniture was offering a special up to 50% off, plus an additional 10% off for military members, and up 60 months zero percent financing and free delivery. We went to the store at XXXXX Turkey Dr in knoxville tn XXXXX on 11/25/2022. ********* ******** helped us pick out 2 bedroom sets, mattresses, and a dining room table and chairs. Individual bedroom set pieces had yellow sale tags on them marked as $899.99 for bed frame, $499.99 for dresser and mirror, and $199.99 for nightstand. We asked for him to write up a proposal to include 2 beds, 2 nightstands and 1 dresser & mirror and I mentioned the military discount at the time as well. He came back with a package price of $1099.99 for 1 bed frame, 1 nightstand, and dresser & mirror and individual prices for the 2nd bed frame and nightstand and when looking at the pricing, it came out better by a penny to add a 2nd dresser & mirror so we wrote up 2 package sets for the $1099.99. We then added 2 mattresses for $299.99 which was their sale price and a dining room table and 6 chairs that was not on sale for $1599.99. With taxes, delivery, everything came up to $5025.43. I asked if the military discount was applied and he said no and that he cannot discount anymore because of the sale prices and the way he packaged the bedroom sets. I asked about using the military discount on the dining room set since it was not on sale and he said it was all on the same invoice and he could not discount anymore. I asked about the free delivery and he said they use a third party delivery and not Ashley Furniture delivery and with what he charged, it is for delivery and set up so I agreed to the amount. Either way, I agreed to the $5025.43 and he said he could only do 36 months on the financing so we agreed and paid for everything. He called 2 hours later and said they could not honor the package pricing and I either pay the $1000 dollar difference or he would cancel the deal. That's not what I signed for. I want what was promised

  Business response

  12/19/2022

  Business Response /* (1000, 5, 2022/12/06) */ Ashley Corp. stores nationally may offer 60 months, free deliver or discounts. This is a franchise and we price accordingly to how we purchase directly from Ashley, usually lower prices and full service deliver, not drop off delivery. Consumer Response /* (3000, 7, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response did not solve the issue. The issue is that I bought and paid for items this store agreed to sell me at a certain price. Sales Associate worked up the numbers and went thru his manager for approval or whoever it was behind the sales desk and presented to me a my wife a purchase agreement. We accepted the proposal, arranged a delivery date, paid for the items, and left with the purchase agreement and receipts paid in full. Then we get a phone call 2 hours later stating the store cannot honor the pricing and either I pay the difference or the order will be cancelled. So, if I am ready the response from the store correctly, the store says, they offer pricing lower than the Ashley stores with a better delivery service (that I paid extra for might I add). So, why am I expected to pay more now for what the sales associate wrote up as a package because I was buying everything in the set and now they want to charge me for everything separately? I don't care if they are a franchise or corporate store. They wrote up the deal and we agreed to the deal they wrote up and it was signed for and paid in full. That's the issue Business Response /* (4000, 9, 2022/12/10) */ Sorry, they can contact Ashley corporate offices not KWF

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 30, I purchased a sectional for $1099.99. ***** ******** was the salesman. It took 2 weeks to deliver, no problem. A few weeks later, I noticed it was broken. They sent someone out on August 25th who confirmed that the frame was broken and it happened in transit, so they would replace it. The day that it was supposed to be delivered, ***** called and said there was a delay. I have to wait 2 more weeks. Since my 90-day in-store credit had not expired, I asked to trade the sectional. I selected a different couch and it too was not delivered. So, I told him to go back to square one and replace the sectional. He said it will be delivered on Nov. 24 because other customers had priority over me. As it got closer to Nov. 24, I realized that's Thanksgiving day. I have been calling to confirm delivery date, but ***** will not answer nor return my calls. You would think that replacing a couch with a broken frame would be a high priority. I want a sectional replaced YESTERDAY, or a full refund.

  Business response

  12/19/2022

  Consumer Response /* (2000, 14, 2022/12/19) */ Thank you so much for attempting to contact Knoxville Wholesale Furniture on my behalf. Although you did not get a response from them, I believe that your attempts were not in vain. They delivered the sofa on December 10th. No more delays! I think the public still needs to be aware of how they operate. If I had not contacted BBB, I don't think I would have gotten this resolved. Again, thank you so very much.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cabinet online using paypal. Their app assumed this address was the desired shipping address. I was not given an option to change this. So I tried to call and cancel the item and I was given the run around. Told I had to cancel through pay pal, would be sent an email that would allow me to cancel. Nothing came, no notice to cancel, no refund, etc. I simply want to cancel the order and get a refund.

  Business response

  10/13/2022

  Business Response /* (1000, 7, 2022/09/21) */ We don't conduct business online! We have no mechanism for ordering online! We do not take PAYPAL! This has nothing to do with Knoxville Wholesale Furniture! If this was a ASHLEY sale, you need to contact ASHLEY CORP. ASHLEY customer service! The ***** number this is not the local Ashley..........

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ten years ago I bought a mattress and after seven years it was sagging. I have a ten year warranty. I called and they found my paperwork and sent a person to measure the divot in my mattress. I received a call stating my mattress indeed was faulty and offered to replace my mattress. I went to the furniture store on June 30 2022. A man named assisted me. I picked out the mattress to replace my old one. had left to get my paperwork from the office. When returned he told me he couldn't find the paperwork to prove I had purchased the mattress. I told him there was proof because a technician came to my house with that information. He said they were still searching in the office for my paperwork. I asked to call the technician to ask him what he did with the paperwork. At this time I had been there over a half hour while they looked. I was sure this time they would find the paperwork. came back and told me both stores had searched for my paperwork and neither store could find it. He told me his manager told him without that paperwork he couldn't honor the warranty. I told they do have proof or they never would have sent a technician to my house. He gave me his card and said if he heard anything from the office he would call me and as suspected no one ever called me back. I believe because I'm a sixty six year old senior woman they thought I would drop the matter but I want the mattress owed to me. I bought the most expensive mattress they had and now they want to just dismiss me. I did take a picture of the mattress I wanted. It was two hundred dollars more than the sixteen hundred dollar credit they told me I had to replace my old mattress. I asked if I could pay the difference and he said yes but I don't think since the time has passed, they won't give it to me for the price it was on that day. I still have the picture but don't know how to send it to you.

  Business response

  08/07/2022

  Business Response /* (1000, 5, 2022/07/07) */ We found the purchase it was under a different name and phone number, we have invited the customer in to reselect a new mattress under the warranty

*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. ↩