ComplaintsforFurniture & Merchandise Outlet

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the ************ store to purchase a bed and nightstand for my daughter after speaking with someone and looking at options I decided to order something and started the process giving them all the information and them asking me all the details I specifically told them I wanted a silver bed and nightstand which is what we found to order as he was ordering it he came back and verified that I said I wanted the silver colored bed and night stand I said yes we completed the order and paid. After that we was told it would take about a week maybe a week in a half we ended up waiting 3 weeks only to get home and have a gold night stand and bed. When we called to inform them of this they told us there was nothing they could do because we ordered that and when you order anything through them you can not return it but the problem is that is not what we ordered if we tell you silver and you verify with us silver then you get gold then that is a 100 percent not what you ordered that is your mistake and you just cost your customer hundreds of dollars out of there pocket which makes your company fail to have any good customer support or even morals to fix your own error. We did not order gold we ordered silver and they verified that with us before placing the order so to say that is our fault is completely wrong and just cost us hundreds of dollars .

  Business response

  07/17/2024

  I have attached the photo from the book that ***** selected the Bed and Nightstand from. We spent about about an hour looking through books to find a silver bed and nightstand that matched his request. He needed a full size bed so it did limit our options. We do reserve our opinions when it comes to colors because the pictures can sometimes be photoshopped and because of that we reference the color that the manufacture labels the color as. I do understand that Champagne can be seen as pink or gold or a variety of colors and none of which are silver. This being said, we never mentioned that this group is "silver". We, as I said previously, referred to the manufactures description as Champagne. ***** and myself looked at many different options. Some more expensive that others but he ultimately ended up choosing the one that he purchased. The bed @ $299 and the nightstand @ $159.

  Our store policy as it states on our receipts is that we do not refund anything that is special ordered. A special order is defined as an item that we do not display on our sales floor and/or an individual chooses from a catalogue. 

  Customer response

  07/18/2024

   
  Complaint: 21999460
  
  I am rejecting this response because when I was being showed options I specifically said I would like a silver bed and night stand because my daughter has mirrored furniture and I wanted something to go with that you had at first showed me the Bellanova bed with the alligator fabric appearance I told you I did not like that so we moved on then you showed me the Salford and one other option and said is this what your looking for and I said yes but in silver he said ok let me check the pricing in which he did after discussing the pricing we decided to go forward with our purchase and as our purchase was being made they came back from there office and asked me you said you wanted the silver correct I said yes they said ok we concluded our purchase. I dont know why there is such a discrepancy about the word sliver being used when it was used and more than once. That is an insult to my intelligence especially when I know the difference in colors and words being used. I am sorry that an error was made but we a 100 percent did not purchase a gold or as your calling it champagne bed or night stand. 
  
  Sincerely,
  
  *******************************

  Business response

  07/22/2024

  What I am referencing to you is what you selected in the catalogue. It is described as champagne. The collection was not shown in any other color. The fact that you mentioned that you wanted silver but agreed on the group that was picture in the catalogue leaves me muddled. 

  If you'd like to come in and selected something else, we will be happy to aid. 

  Again, we are looking at the same pictures as you. We only have the color referenced by the manufacture to go by. 

  Business response

  07/23/2024

  What I am referencing to you is what you selected in the catalogue. It is described as champagne. The collection was not shown in any other color. The fact that you mentioned that you wanted silver but agreed on the group that was picture in the catalogue leaves me muddled. 

  If you'd like to come in and selected something else, we will be happy to aid. 

  Again, we are looking at the same pictures as you. We only have the color referenced by the manufacture to go by. 

  Customer response

  07/23/2024

   
  Complaint: 21999460
  
  I am rejecting this response because I do understand that you showed me that picture of that bed and night stand at which point I said yes I want something like that but in silver but I would have no problem picking something else out but I am not paying more money when I have already paid more money for something that is of no use to me . If what I have can be returned and something else can be picked out in exchange I am willing to do that. 
  
  Sincerely,
  
  *******************************

  Business response

  07/24/2024

  Well, that is what I said you can do from my last reply. 

  ************************ will be responsible for getting the merchandise back to the store with no damage. Pending inspection of the returned items, we will issue a credit that can be used toward the new purchase. Any visual damages or defects should be noted before transit. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm not pleased with my experience here at all ... hours after it being delivered the middle part completely came out the screws wouldn't go back in I tried many times to reattach it in but it wouldn't go into the original holes I had to have them come out to fix it ... then after they fixed it it came out again ... then the owners came out and fixed it again and the couch is off track and I am not happy about this it's a brand new couch and I keep having to I get them to come out and fix it I emailed them and still haven't heard anything back I've said many times that I would just prefer a new couch because clearly something is wrong with this one and this will be the third time someone is going to have to come out and make a repair ....... I bought a 600 bed from here so I'm not just trying to cause trouble or get anything out of them but this is ridiculous ... they have been nice about things but there comes a pint where stuff needs to get done ... I was told the couch came sort because I don't have my rig directly under the couch .... Which had nothing to do with it because the couch does not slide around in my place the screws would stay in the hole that is not a rug issue that is a couch issue I want a new couch then I might not come back here anymore... I don't want my new couch repaired anymore I don't want anymore holes poked into the couch and the fact that the couch is off track can't be changed because the holes that they would have to put it into for it to be aligned the screws don't stay in .......so ultimately I'm left if an off track couch now had I paid a discount price that's one thing but the couch is full price and brand new ....I paid 1300 for this couch and they have come out four times to try to fix it . I want a new couch brought out and I will never return The owner also cursed at me through text message I want my money back in full so I can buy a new couch or I want them to completely replace the couch that I have and I'll never go back

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/15) */ Mrs. ****** has been very pleasent to work with. I explained to her that the first time the "connection brackets" came loose, my store manager *** came out to do the simple fix and obviously he did not know what he was doing. I came out and took care of the issue and the sectional has stayed together as it is suppose to. The issue with the alignment could have been taken care of when I was at her house putting the brackets back on. I was not made aware of this until resently. The alignment issue has nothing to do with what we did to the connection brackets. It is on the back of the sectional where the 2 pcs meet together. Completly invisible from veiw. In Mrs. ******s own words from a previuos email, " I know this is probably my OCD coming out, but Id like this fixed" We are happy to do that, but replacing the pc of furniture would require us to come back into the house just like coming out and aligning the back would involve. To address the statment of me cursing her: I received a text at 2:00am in the morning asking me "what are you going to do about my broken sectional". My response was " what the hell do you think I can do about it right now, please contact the store in the normal business hours @ 10:00" I did not know the number and I thought it was one of my buddys just messing with me. When I realized it was not a buddy I was so embarrassed. I apologized over and over and over and begged for her forgivness. Mrs. ****** gracefully accepted my appology and I thought that issue was resolved.

*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. ↩