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Complaint Details
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Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Gouffon Moving and Storage, moved our household belongings from *** *********** **** ********** ** to **** ******** *** ********* on June 15, 2022. Included in the furniture was a Victorian Eastlake dresser with a marble top. The dresser was loaded last at the back of the truck and the marble top was not wrapped. The mirror was removed from the dresser and wrapped separately. I have the mirror. When the truck was opened in Knoxville, I was informed by the driver that the dresser had been damaged and that the marble top had been broken. I inspected the dresser but not the marble top. The dresser rollers had been broken off the legs and the dresser was no longer square. The bottom panel of the drawers had been warped and were loose. There were splinters of loose wood from somewhere. The driver informed me that they had been instructed to take the dresser and marble top back for repairs. Since that time, I have called every month to ascertain the status of the dresser and each time was told it would be ready in a few weeks. I called again in mid-September and was told the marble top had been repaired and I would receive the dresser in two weeks (Early October). Six weeks later, I had not heard anything so I called again Nov 3rd and was again told I would "get it within a couple of weeks". I told Gouffon (*****) that I would be home on the 7th and could take a delivery that day. The Gouffon representative told me he would call me on the 7th. He did not. At this point, I have not seen the "repaired" dresser or marble top and cannot seem to get them to deliver the piece. I want to see the piece and ascertain if the repairs are adequate for a piece of this age and if adequate, I want ******* to deliver and reassemble the piece. Lacking that, ******* should pay me for the piece at $1,200 which is the closest match to the piece (mirror included) that I can find in auctions online.
Business response
12/08/2022
Business Response /* (1000, 5, 2022/11/21) */ I will be sending our detailed response via email directly to the BBB. Not sure if there are enough characters for our reply. Also, we are pending the customer final reply for a scheduled delivery from our communication earlier today, 11/21. Thank you, Consumer Response /* (3000, 7, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the present time, the dresser has been repaired again but has not yet been delivered. A scheduled delivery was postponed (for valid reasons) but a second delivery window was missed. Consumer Response /* (2000, 10, 2022/11/29) */ The dresser has been repaired and was delivered 11/29/2022. The case may be closed.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.