ComplaintsforSprintz Furniture Showroom, Inc.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased 2 IMG leather recliners for ******* on 12-22-22 from Sprintz on ***************. They have a year store warranty and a 10 year warranty from the manufacturer on the mechanism. His stopped working and we contacted customer service representative on ********. They sent a service repair person on 12-19-2023. He said both chairs needed a new mechanism. Mine is a manual and is so hard to close when reclined that it has to be slammed very hard. It was always like this and I have psoriatic arthritis, which this makes worse. They were contacted again on 3-24-2024 and said part was not in. I called on 4-12-24 and one person said parts were not in on mine, but were in on my husbands. They came out again a week ago and said they got the wrong part and had to order them again. I have sent emails and made numerous calls and they are supposed to check and call back and then dont. Their warranty says if a repair cant be made. They will replace them. I would like them replaced or our money back if they wont fix them. How long is a reasonable amount of time to wait. My husbands is not usable. I went to manufacturer website and they just say to contact retailer.

  Business response

  06/11/2024

  We believe this complaint has been resolved. We repaired one Chair on or around May 25, 2024 and replaced the other chair on 6/5/2024. If the customer is not satisfied; they may contact our **************** Manager at ************ or via email at **********************************.

  Sprintz Furniture Showroom, Inc.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new living room furniture set from Sprintz in November 2023. Our purchase was over $7,000 and it consisted of a sofa, loveseat and recliner. Our furniture was delivered not fully working. Our loveseat has a recline feature that uses motors, and one of the motors doesnt work. They did send out a technician but he didnt have the parts. We were told they would deliver a new loveseat. Instead I got a call that just the motor would be replaced. We were fine with that. Since then, I have sent emails and called them regarding fixing our motor and was told it was ordered. It is now going into May. 6 months later and no updates on when this will be fixed. Were done waiting. We didnt spend this kind of money to have non working furniture.

  Business response

  05/02/2024

  Parts have been order. The parts were out of stock with the factory and now that they have them back in stock they shipped on a container we are waiting on. Once the container get to our business then we can have a technician go out and fix the problem.

  Customer response

  05/09/2024

   
  Complaint: 21636551
  
  I am rejecting this response because:

  The Business did email and call to schedule a tech to come out.  I agree with that.  However, I was given an 11-1 window in which I fully expected a phone call from the technician when they were coming out.  They failed to do so.  I work less than 5 minutes from my home and a phone call couldve avoided an additional trip.  Now Ive got to take even more time out from my work day to wait for yet another appointment.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/16/23 I purchased a kitchen table set and chairs sling with a sofa and love seat. I paid over ***** for the kitchen set and chairs and over ***** to have all items shipped to me in *****, ** by Sprintz. I was initially reluctant to make the purchase, but I was assured by ******* that Sprintz ships all the time to other States. The furniture arrived 5/24. Upon unloading it, the driver and installers advised me that it was improperly wrapper for shipping both said the furniture is probably damaged. When the table was unwrapped and indtdlked I noticed numerous scratches on the table and various chairs and a gash on the side of the table where it clearly had made impact with something. I immediately contacted the company who coordinated the shipping and the sakes person at Sprintz and sent them pictures . The next morning I received a call from a ************************* apologizing and stating she too was upset and had already put in an order to have a new one sent and they would work out how the other one would be returned. On 5/26 I received an email which I followed up with a call. She stated they would have a reputable furniture repair company come to my house to fix the scratches. I told her that was unacceptable and wanted either a new set or a 50.% reduction in the costs and shipping. She said she would speak to the owner and get back with me. Today I got a call from customer service wanting to schedule a time for this company to come repair the furniture again I refused the offer snd asked to speak to **************. After holding for nearly 15 minutes I hung up and tried to call **************. I got her voice mail so I left a message and send an email. I would like to have either the furniture replaced or the price adjusted as I have requested.

  Business response

  05/30/2023

  Everything was in good condition when it left our warehouse,  A third party shipping company was used. The shipping company is responsible for any damage caused while in transit or while unboxing.  Despite the shipping company being liable, We've made an attempt to schedule a technician to come out at no cost to the customer. The customer has refused. 

   

  Thank you 

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

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a bookcase ettagere and a bar cabinet from the ******* store located on White Bridge Road at the end of July 2021. We were told that the bookcase would arrive new from the warehouse, but instead we received a piece that had been a floor display with numerous scratches. The bar arrived with the glass holder installed incorrectly. Upon inspecting the piece further, we noticed that the closing latch mechanism also did not function properly. We notified ******* that we would like to keep both furniture pieces, but expected an appropriate discount that corresponds with the defective state of the delivered items. Over the course of several months, I sent numerous emails and made phone calls to store management to resolve this matter. I requested fair compensation for the damaged goods that were delivered. Repeatedly, ******* has ignored my customer communication and failed to work towards a resolution. I demand an explanation as to why ******* has not responded.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/14) */ On 8/11 customer was offered a full refund on the return or a $197.00 discount on the piece he mentioned. Customer wants a larger discount. The piece was sold at 833.00. So he does not want to return it and he feels a discount of close to 25% is not enough. Our offer still stands. We have tried to resolve this but the customer still has not contacted *****, our assistant manager. If customer has contacted customer service I am not aware of it at this time. Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statements included in *******'s response are lies. We purchased two pieces of furniture, as I mentioned earlier, both of which were delivered in unsatisfactory condition, for total of $2889 plus tax and delivery. I am able provide the receipt if necessary. The discount offered is only 6.82% off the purchase price. This math can be easily verified. I sent ******* multiple emails, including an email with pictures documenting the damage. I am able to provide proof of these emails if necessary. What explanation can be offered as to why ******* has not responded to my correspondence? Is this the way ******* treats all customers? Is ******* selling floor models as new to everyone who walks through their doors? Their business practices are deceptive. We are entitled to greater reparation for this transaction. Business Response /* (4000, 13, 2021/10/22) */ As a customer relations measure to satisfy the customer, ******* will adjust the purchases by a total of $400. If this is not agreeable to the customer, we will pick up the two items for a full refund as previously offered. These purchases were financed with Wells Fargo so that amount would come off her balance due to the finance company unless it has been paid off. We trust this good faith offer will appease the customer. We will await the response. Consumer Response /* (2000, 15, 2021/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) As we indicated earlier, we would like to keep both furniture pieces. Although we feel that we are entitled to greater reparation for this transaction, we will accept this offer. The main part of this complaint remains unansweredwhy did the business refuse to respond to our correspondence? It was actually ignorance of our emails that triggered our decision to file a complaint with the BBB. We want other customers to be aware of these business practices.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: 3/26/2019 Amount Paid: $3,248.47 What Has Business Committed to Provide You: Nothing Nature of Dispute: King size ******* & ****** mattress has sagged significantly on both sides despite rotation. Very uncomfortable. Contacted Sprintz on 4/29/21 and was placed on list to have store rep to come to home and examine. On 5/25 contacted Sprintz that no rep visit. Told rep was behind. I also spoke with *** at ******* and ******* She called store and spoke with Shelia. *** encouraged me to work with store and gave me instructions to take photos with measurements including mattress tag and send to Shelia or Betty. No response so called Betty on 6/22/21. Told rep had to perform review and still behind. My photos carried no value to resolve the issue. 7/1/21 no response and left voice mail for Betty. No response so on 7/7/21 called and Shelia answered. NOTE: MUCH MORE TO STORY AND NO SPACE PROVIDED!

  Business response

  09/15/2021

  Business Response /* (1000, 7, 2021/09/03) */ We apologize for the lack of communication. Our representative had been in the hospital and is still recuperating. We were just unable to speculate when a service call would be available, but we should have explained that to you. You did provide the required information and therefore, per the factory warranty we are able to offer you an exchange or an in-store credit to select a different mattress. We do not provide refunds after this length of time. We suggest that when you arrive to make a reselection you speak with Kimberly M******* the Mattress Manager. Consumer Response /* (2000, 9, 2021/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response, but as of this date (9/10/21) the store has not fulfilled their commitment. At the stores request we went to the store on 9/7/21 believing we would be selecting an exchange mattress or getting an in-store credit. Instead we were instructed to complete a complaint form and take specific photos of the mattress and email all to a store employee. Very disappointing because this was not shared on the phone invite to come to the store! Email was sent on 9/9/21.

*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. ↩