ComplaintsforKnoxville Wholesale Furniture, Inc

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dresser drawer was delivered damaged. Called and complained. KWF sent a repair man. He was unable to repair. KWF mailed me a replacement drawer; drawer was the wrong color and did not match what I purchased. I made numerous calls and left multiple messages asking for the correct one. Haven't received a call back or the correct/matching drawer. It has been months.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/04) */ I am so sorry! The drawer was ordered, the manufacture sent the wrong one! Most of these parts come from over seas and unfortunately sometimes they send the wrong one! A new order has been placed and it is expected to arrive any day it shipped directly to Mr Hulse on 6/1

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30, 2022, I purchased a bedroom set (Caitbrook California King Storage Bed with 8 Drawers, Caitbrook 7 Drawer Dresser and Mirror, and two nightstands). I picked the bedroom set, and upon assembly, I discovered numerous broken pieces, scratches, defective hands, and accessories, all of which I immediately reported via phone, text message, and multiple store visits. They sent a technician to inspect the bedroom set 14 days later (his name is ). confirmed my claims and wrote a report to the store manager, stating that "the bedroom set needs to be replaced or the customer should re-select another set." One week later, after receiving no response from the store, I called the sales agent, who informed me that the manager had rejected the technician's recommendations and that the only option available was to replace the headboard. I spent over $3000 on low-quality merchandise from a non-professional store. I require a refund because the bedroom set is wobbly and I am unable to sleep on it. Please find the receipt, damaged items, and accessories attached.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/06/29) */ I am sorry that you are not happy with your purchase. You opted out of delivery. Many situations may arise from self assembly! My tech felt like the headboard needed to be replaced and the footboard could be serviced. The tech report is clear, there were no other issues. We have scheduled to replace the headboard and service the footboard. There were no other apparent issues. Consumer Response /* (3000, 7, 2022/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bed is wobbly and of poor quality, as confirmed by your technician, who asked me to select another item and confirmed that he had included it in the report. If you believe the report is clear, come inspect the bedroom yourself. Replacing the headboard will not solve the problem because we simply received a low quality and cheap product. I request a refund, and you must pick up this bedroom set. I will do whatever it takes to get my money back. I saved the text messages between me and your sales agent, as well as the phone call with the technician, during which he confirmed that the entire bedroom is not sturdy and should be returned, and that I should get a better product instead. Business Response /* (4000, 9, 2022/07/04) */ If you would like to come in and speak to the store manager I think that would be best. All the information I am finding states that a new Headboard has been ordered for you and is scheduled to be brought out and the scratch on the footboard is easily fixed. There were no more issues! Consumer Response /* (4200, 11, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed your advice and went to the Turkey Creek store. When the manager opened the technician report on file, she discovered that the technician stated in his report that the customer should reselect another bedroom set, but this was crossed out in black ink by somebody (Do you still believe that the report is clear???!!). She explained that the supervisor of the technician could have done it. I requested that the manager give me a copy of this report, but she refused. I told her I should get my money back because you aren't willing to replace my cheap bedroom set, but surprisingly she commented that she need to consult with the technician first. I recorded this conversation to protect my rights. Business Response /* (4000, 13, 2022/07/07) */ We consider this case closed and handled

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought our couch on May 8, 2022. Our delivery was on May 21st, two pieces of our 3 pieces came in broken. One peice missing the legs, the other one our driver literally cut into with a box cutter and made a 4 inch slit in the couch. The ottoman that we purchased also came in completely stained. Called the business at which we bought the couch and explained what happened. Our salesman said he put in an even exchange and that we would get a brand new set. Upon the next delivery May 24th I received a call at 1030 saying the would be to us by 1130. Not the 3 hour time frame they give you. I asked the driver what he had and he was only going to replace the one piece of the couch. I once again called the company and asked what happened to the even exchange. He said you don't need that because it's not all broken. It was delivered and all seem fine. We inspected and sign the paper. Two hours into it my husband sat on the end of the couch and something was poking him. The arm of the couch is broken and falls in and has something poking out. We then called again and told them and said they had to wait for paperwork. You have 48 hours to file a claim after drop off and they still haven't called us back after we've called 5 times. The manager will not get on the phone with either my husband or I. I have a two year old daughter, I don't need her falling on the arm rest and getting g stabbed by what is sticking out. Please help with this problem. We asked can we just return this couch as we don't want to deal with this company anymore.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/05/27) */ I spoke with the manager, she told me she actually did speak to the customer. Everything was swapped out to the customers satisfaction. I believe another issue arised and we have a tech scheduled to come out to fix it and the customer was good with that.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Paid for a recliner 8-3-2020 . Chair didn't come in until Nov 2020. In Feb 2021 a rivit broke out of footrest mech. Waited 4 weeks on a repairman to look at chair and order new footrest mech. Parts came in in May 2021 and repairman fixed chair at end of May 2021 . Footrest broke again in Dec 2021. Salesman said 1 yr warranty was up Nov. 2021. I told 3 months of the warranty chair was broken and didn't work. He said I could talk to a Mgr. Talk to a lady , she said they were waiting ot Tech support, and they would call me back. It's been 3 weeks and no calls back. I have call and the lady Mgr and still no calls back .

  Business response

  01/29/2022

  Business Response /* (1000, 5, 2022/01/29) */ The chair is out of warranty, I will send my tech out and see if we can fix it as a courtesy. Consumer Response /* (2000, 7, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they repair the chair at their expense, and it works as it should, in a timely manner. Consumer Response /* (3000, 11, 2022/02/18) */ Customer asked when they will contact her to make repairs.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a very long story about our experience. I will make the long story short and how it applies to BBB. We were promised by the ladies at the front counter that to obtain financing, the credit would be a "soft check" when we asked directly"will this be a hard check on our credit" They said "oh no, just a soft check..won't ding your credit. It immediately affected my wife's credit score...taking it from Exceptional to Good (taking about 15 points off). When we went back in to get a refund on our deposit and cancel the sale, we told the sales person that someone told us it was a "soft check" he immediately said "oh, i would not have said that!" Our hope is that they can help us get our credit back...this clearly was a check not only in error..as we would not have done so if we knew this would happen...and we weren't lied to. They showed no interest in making it right.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/13) */ Anytime you apply for credit, they are going to check your credit score! If the customer wanted to open a account of course they will check the score! Hard is a initial look, soft would be if they wanted a increase to an account that has already been approved! Consumer Response /* (3000, 7, 2022/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is pretty tragic. When you are in a business where customer service is so important. The matter is not about how credit works or that maybe we should have know better. Its about the lies you told us. We asked directly whether it would affect our credit score and were told by your employee "it's a spft check and wont affect your score". We were lied abbout so much mybhead is spinning. The salesperson told us it was 72 months when it turned out to be 36, for example. This affects my family and your lack of caring is beyond belief. The fact that you want to argue instead of doing the right thing appauls me. I only asked that you help restore my wifes credit to exceptional contesting it (where it was before we walked into your store) we simply wanted acknowledgement thar it was not handled well and at least try and fix the issue. You have had so many opportunities to earn our trust and years and years of business and now you just want to say the customer is wrong and should have known better. Please, do the right thing. God bless you all.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a recliner and a warranty from Knoxville Wholesale Furniture and it broke in the first 6 months. It was repaired and broke again roughly 7 months later. When I attempted to use the warranty as advised by the store, the warranty holder told me they were not responsible nor liable to replace the chair, as it had broken while still in the manufacture's warranty period. The sales person, Rob, told me "you can cut this chair open and (the warranty) will get you a new one today." The issue is that this chair is rated for 400lbs and is unable to support me, I'm 6'5" 300 lbs. A store manager, Darren, told me that "I am too big for the chair and wearing it out". I have asked for the chair to be returned, credit towards a different brand, and have been ignored for approximately a month of communication. I have owned this chair for approximately 14 months and it was replaced 7 months ago. This is less than 10% of the life expectancy of American furniture. Please help.

  Business response

  02/18/2022

  Business Response /* (1000, 14, 2022/01/25) */ is a very big man, the issues arise from wear and tear! We have put a new mech in the chair! We have replaced the back padding! We have replaced the seat padding! The warranty does not cover normal wear and tear! I am sorry there is nothing we can do regarding this chair! If wants to come in and look at a new chair I would be happy to sell it to him at a discounted rate! Consumer Response /* (3000, 16, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chair is less than 14 months old and the chair is rated for 400lbs. I weigh 300lbs, the company sells inferior products and is deceitful to its customers. Business Response /* (4000, 18, 2022/01/27) */ Maybe would contact the manufacture, sometimes when the customer is very upset the manufacture will issue a credit for a new product! I would email Southern motion, I would be happy to assist

• Initial Complaint

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered furniture from this location (Turkey Creek) in July, was told I'd get it in September, then it was changed to Nov, then Dec, and now February 2022. In August of 2021, I remodeled my home to accommodate the new furniture thinking I would get the furniture in September as told. I spent money on paint, caulk, trim, curtains, sheers, curtain rods, joint compound, joint tape, paint brushes, rollers, roller pads, and sanding paper and poles. I have not had any photos on my walls since, as I wanted to wait until the new furniture arrived as I wanted to situate my furniture to align with family photos and decorate properly. This has not only cost me money, but has been a huge inconvenience. I understand material is back ordered due to ports being closed etc., but this is supposed to be an American company and the furniture made in North Carolina. I should have been told the truth from the beginning. Other furniture stores are able to provide furniture within a week or less. I am not happy with this store, and I want others to know about it. The owner and managers are rude and condescending. I wish I never stepped foot in that store. I put a deposit down as well. I was also told that when I ordered the furniture that there was promotional prices but these will expire in January. They are not honoring their promotion after that and will be charging me full price once the furniture becomes available. This isn't my fault and should be illegal.

  Business response

  12/11/2021

  Business Response /* (1000, 5, 2021/12/11) */ American companies receive parts and materials from all over the world! I apologize for the delays, we are in the middle of a world wide shut down! If you would like to come into the store and select something that is in stock, we could delivery it ASAP Consumer Response /* (3000, 12, 2022/01/13) */ I never saw this email until I did a search in my email. This complaint has not been resolved. I have yet to receive my furniture and am told they don't know when or if it will be available. Six months ago I had purchased lamps, rugs, repainted and remodeled my home and now cannot return these things and cannot get furniture to match what I've purchased. I just called the store today and spoke to the rudest general manager ever, talked to me like she was doing me a favor by talking to me or selling me furniture. This place is awful. I want compensated for the time I wasted shopping there ( 7 hours ) and the accessories and remodeling I've done. These people should not be able to get away with this. I was even told that some of the furniture was discontinued a month before I placed my order... why wasn't this told you me prior? Ridiculous Business Response /* (4000, 14, 2022/01/14) */ Having the store Manager call mr Maxwell! We are happy to delivery the furniture that was purchased, I believe it just came back into stock!

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought 2 Alandari Accent Chairs Item: 9890942 on May 9th of 2021 at the Ashley HomeStore located at 11051 Turkey Dr Knoxville, TN 37934. The chairs were approximately $1200 after taxes and delivery. We were initially told the chairs would be delivered in 6 weeks. It has now been 6 months and we still do not have the chairs. I am reading reviews on their website from people who ordered their chairs in the last 3 months and they already have them. I want my chairs and I think I should have priority over all new orders since my order is 6 months old.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/09) */ Spoke with we have identified the issue and its being resolved! Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by a manager of the business who informed me that the employee we made our order with was no longer employed there. He advised me they were transferring the order to a current employee who would be contacting me to inform me of the status of my order. Three business days have passed since then and no one from the business has followed up with the status of our order. We had called the store multiple times before contacting the BBB and all we got was a run around. So far, it seems we are getting more of the same. Business Response /* (4000, 9, 2021/12/14) */ New sales person in charge of this will call today! Consumer Response /* (2000, 11, 2021/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business contacted us today and arranged for delivery. We are deeply grateful. Thank you.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a queen bedroom set from Ashley Furniture in Knoxville, TN several months ago. The set included a queen bed, a nightstand and a dresser with an attached mirror.When the furniture was delivered months ago Ashley Furniture in Knoxville did not have the mirror that goes with the dresser. To date, they have still not delivered the mirror. Someone has allowed this issue to slip through the cracks and we need the mirror to be delivered as soon as possible.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/11/16) */ This was filed under our store location in error. This needs to be sent to the correct licensee as we are not franchised with Knoxville location. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is the BBB going to assign this complaint to the correct store? Business Response /* (4000, 9, 2021/11/26) */ Please assign to correct store as guest information ins not in our systems. Please assign to correct licensee. Consumer Response /* (4200, 11, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think whoever is processing this complaint with the BBB is missing something. The store this item was purchased at was: Ashley Furniture HomeStore 11051 Turkey Drive Knoxville, TN 37934 Business Response /* (1000, 21, 2022/01/09) */ Customer and the salesperson have had several discussions, last conversation the customer was going to pick up the mirror? If he wants to pick it up all he has to do is call his salesperson! if he wants it delivered all he has to do is call his salesperson! Not sure where the disconnect is, I believe the customer lives in Alabama and the mirror is for a cabin in Gatlinburg.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Purchased a sofa and loveseat from Ashley furniture online with Knoxville Wholesale furniture being the full filler. I have been waiting 6 months for this furniture to arrive with 5 rescheduled delivery dates. On Nov. 5 I was contacted from an Ashley representative stating Knoxville wholesale furniture was saying I refused delivery of my furniture and that was the reason for the current reschedule. No one ever contacted me from KWF warehouse and why would I refuse delivery on furniture I have paid for. Ashley contacted KWF and spoke to Laura and her manager they stated the furniture was in stock and the only way I could get it was to pick it up. I told them I would pick it up before 4:30 same day. When I arrived for my furniture the only thing the warehouse could find was the loveseat they had managed to loose the couch. I was told by one employee that this company tends to full fill orders to in store customers first so there salesman can get their commission. This was also told to the Ashley representative. The warehouse wanted me to take just the loveseat and offered free delivery on the couch but can not give me a date it would be in stock. I already have free doorstep delivery with my original order. I refused to take the loveseat without the couch after what just happened. Even though KWF was contacted about the pickup they did not even have my paper work in the warehouse ready they had to contact someone by phone to have it sent to them. This company does not want to full fill online orders and give your furniture away and reschedule the online orders. Someone at KWF needs to find the furniture I purchased and delivery it and stop putting me off. This furniture was scheduled to arrive 3 months from purchase I understand 1 delay but 5 is unacceptable. No one at this business seems to want to make anything right.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/15) */ KWF has not received these items, since placed the order, we have 35 sets on order they are on back order from Ashley! Ashley has not shipped any! The orders are fulfilled in order, Ashley online orders KWF orders, it makes no difference, its all done in order! She can reselect to something that is in stock or wait her turn! Please consider this handled and close this case the manager at the Ashley store has spoke to. several times, has called Ashley corporate and we have spoke to them about it as well! Shipping, back orders are all a big issue, as you know! Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am unable to consider this case closed when it has not been resolved. I have only spoke to costumer service until I ask for the escalations department. I purchased online so there is not a store manager to speak to so KWF information is wrong. I was advised to pick furniture up Nov. 5 from your warehouse that it was in stock. I was not getting in front of any other customers as I had a delivery date. KWF cancelled my delivery for the 4th time. Also stated I needed to pick up because I refused my delivery, when your warehouse did not contact me. If there has not been any of these items received since May 25 then I am confused on how your warehouse had the loveseat and not the couch. From 11:00 am to 4:00 pm the couch disappeared. I ask to speak to a manager or the person that stated it was in stock. The person they sent out was not a manager and could not help or answer any questions. I had to miss work to pick up furniture just to get there and be told they only have one piece left. I did not just show up one day to get these items, I was told to come pick them up. There is no way items can be on back order and the warehouse have this loveseat in stock. Also if this item has been on backorder for 7 months why is the wait time 6 - 7 weeks now? I Have Waited My Turn! I have also been passed over several times! All I am asking is for KWF to do there job and deliver the furniture they misplaced. I cant get KWF to looked into the problem and even offere a resolution.

*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. ↩