ComplaintsforBarcalounger

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a product of Barcalounger On May 5, 2023. This purchase was made through Willis Furniture in Pascagoula Ms. The reasoning behind this purchase was we placed an order to the said Company in the past and we really liked the products quality. We bought several pieces of furniture that we still own up to this day. A couch, loveseat, and an overstuffed chair in a chocolate brown. They were purchased approximately 2011. I am not sure of the exact date but it was prior to Hurricane Katrina. This set is still in great condition! We know because we gave it to our son and his wife when they got married and they still have it. It looks better than the new set we ordered from Barcalounger a few months ago. Our first complaint was it took much longer than we feel was necessary to arrive. I had to keep calling Chris at Willis Furniture to keep getting an update as to when our furniture would arrive. We are waiting on the exact dates of everything at this time. I was sick and was waiting to have colorectal Surgery because of the stress of that things were a bit out of sorts. I am unable to locate the paperwork at this time. However Chris Broadhead at Willis furniture is working on that at this time. Our major complaint about the furniture is there is a lack of foam in both pieces for furniture. It is very noticeable to the eye. Not only that but when you sit on it because of the lack of foam it is extremely uncomfortable to the point of not wanting to sit on it. In some areas where you sit you can feel what seems to be a whole or a sunken area where you sit. Where you put your legs and feet there is such a small amount of foam that you can actually see it because the leather pulls up where there is no foam. In other words this is not what is expected of furniture you pay over ********* for. We live in New Jersey not MS. We made our purchase because of our prior experience with Barcalounger. There has been much back and forth but no satisfying solutions.

  Business response

  11/15/2023

  We sent a service technician to assess the furniture.  The service technician, per the report the customer attached, found that the areas of wrinkling and perceived loss of resiliency were the result of normal use.

  
  The furniture purchased is casual motion furniture.  Casual motion furniture has more relaxed tailoring than some traditional styles.  Comfort wrinkles are normal and expected with normal use. 

  
  Our warranty specifically states that repair or replacement is at BarcaLounger’s discretion.  Even though the qualified service technician stated that there were no further repairs needed, we have, as a good faith measure, ordered fill/padding for the pieces from the factory.  Once the filling is received, we will submit a work order for the installation at our cost.

  Business response

  11/15/2023

  When the order was placed, we informed the dealer that this style was backordered.  Due to circumstances beyond anyone’s control, we did not receive the pieces until late June.  Once shipping details were worked out, we shipped the order.

  
  The original product service claim was initiated by Willis Furniture, so our point of contact for this claim has been with the dealer.  We don’t reach out to a dealer’s customers if the dealer is our point of contact.  Our product service relationship in that case is between the dealer and BarcaLounger, not between the customer and BarcaLounger.

  
  We, per our warranty, attached, sent out a qualified service technician to assess the pieces.  The service technician provided a report that said the wear was normal.  We went beyond that and ordered additional materials with the plan to submit another work order for the installation.  This is the resolution that we are able to provide.  We are not able to provide replacements for pieces that, per the report that is already attached to this claim, show signs of normal wear.

  Customer response

  11/15/2023

  
  Complaint: 20869562
  
  I am rejecting this response because: what us going to keep the furniture we have from getting this Casual wrinkling?
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a BarcaLounger sofa/recliner from Anders Furniture on 8/30/22 that has a year warranty. The seat core on one side failed. Anders Furniture went out of business so I contacted BarcaLounger via their web site and followed their protocol for warranty claim on 2/26/23. ****** ******s, Product Service Manager responded on 2/27/23 stating she would locate a repair technician and order the seat core then. I sent 3 emails ( on 3/3rd, 3/8th ) asking for an update, no response until the 3rd email I sent on 3/14/23, the response was she couldn’t locate a technician in our area and would send a request to a local furniture store to see if they would deliver a replacement & remove the old sofa/recliner . I waited a week and sent an email asking for an update* ****** *responded stating she sent a request to the furniture store last week with no response and would call them today ( 3/21/23) at this point I felt like I was getting the run around and only got action ( if there was any action ) when I sent an email. I asked for a refund of $2249 ( the price I paid ) ******** response was it takes time to see if another dealer will deliver a replacement, she would call them later. I responded stating it had already been a week and something should have been done. I received a response stating she spoke with her team & while a replacement is still on the table , in lieu of a replacement, a 50% refund was offered and I could keep the old sofa or proceed with a replacement. I responded stating that 50% refund was insult ! I was getting the run-around I wanted a refund . She replied this: “ A replacement is available. However, I need to hear back from the dealer to see if they are willing to deliver it. That has always been on the table. When I find a moment between emails and other claims, I will call Woodstock Furniture to see if they are willing to deliver this for you”. She will delay & keep with excuses, I would like a full refund of the purchase price

  Business response

  03/21/2023

  We have sent the customer the paper work and requirements to get a full refund for her sofa.  She has to provide us with donation receipt from a non-profit and we will then issue a full refund which will take 7 to 10 business days after we receive the receipt of the donation paperwork from her.   The customer lives in a somewhat remote area where none of our service suppliers have technicians to service our furniture.  ****** ******* our service manager has tried to find other options to service and resolve the problem with her sofa with no luck. The customer has been very unappreciative.  Therefore, today we offered  a full refund if the customer would donate the sofa to a local non-profit within the next 10 days.

  ***** * *******

  VP Barcalounger

   

  Customer response

  03/21/2023

  
  ********** ********
  
  The email from ****** ****** was different than what ** ******* is stating here. The email said after I email a copy of receipt of donation I would receive a refund & checks are issued on Fridays ( not 7-10 business days later) also no mention of only having 10 days to get this done. Also I live in a large city ( meridian,Ms .) not a remote area & I disagree I was unappreciated because I refused 50% of my purchase price when it’s under warranty.!  I do want a full refund, but need clarification on when , after I email copy of donation can I expect the full refund 

  
  Sincerely,
  
  ***** ****

  Business response

  03/22/2023

  The refund check will be mailed on Friday March 31st, 2023.  ***** * *******

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Barcalounger Snuggler Recliner, Model #XXX-XXXX-XX, August 24, 2019, at Menard's in Camby, IN. It was advertised as Barcalounger and that is what I believed I was purchasing. In December of 2021 the reclining mechanism broke; I could not recline or raise the footrest. I looked on the Barcalounger website for warranty information. The warranty indicated that any defects should be promptly reported to the retailer. I contacted Menard's and was advised they warranty all of their recliners for 90 days. They would not help me any further. The warranty further stated that mechanisms and springs were covered for 3 years from the date of purchase. Using a form I found on the website, I contacted Parts and Service and sent all of the required pictures and a copy of my receipt. First, I was informed that the part was no longer in stock. Then I was told the recliner was only warranted for a year. Then I was told the recliner was actually made by someone else and that Barcalounger was licensed to apply their name to it. Then I was told that the Barcalounger warranty didn't apply to the recliner because it was manufactured by someone else. The email was then transferred to True Innovations (presumably the actual manufacturer), and they advised that the warranty was one year. In addition, the recliner was discontinued so they could not provide any parts for it. I expect Barcalounger to cover the warranty as they applied their name to it. There was nothing to indicate the chair was manufactured by someone else or that the Barcalounger warranty wouldn't apply. If they can't replace the part as stated within the 3-year warranty, then I expect them to replace the recliner. If they can't do that, then I expect compensation for the recliner

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/29) */ Our division that sell big box retailers has offer Ms. **** a refund. Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised 10 days ago that I would receive a refund for the recliner. I was told they were sending a check via UPS and they would send me a tracking number. Ten days later I have not received a tracking number nor a check. Once I receive one or the other I will consider that to be satisfactory and the case may be closed. Business Response /* (4000, 9, 2022/02/11) */ The check was sent yesterday.

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