ComplaintsforCarl Hatcher Furniture Company

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a sofa on 11-18-23. I can't tell what THEIR total was on the receipt, because the writing is so horrible on the receipt they mailed me. In my notes, however, I have that I paid $1,200 for the couch, $80 for a protection plan, & $60 for delivery and removal of the old couch. I THINK the taxes were 9.5%. It was delivered to a cabin we own in Sevierville, so my husband was there finishing the basement renovation and to accept couch, etc. I wasn't super pleased with the transaction to begin with, because I felt somewhat deceived. This was our 2nd couch purchase from this company in the last year or so. The first couch had a tag on it to imply it was clearanced, so when I called to see what my "luck" would be in finding another great deal, I was told by the sales rep (***) that they had NOTHING under $1,400. I asked for pictures, but his phone wouldn't take them, so someone else there sent them. I called that number back and the lady that picked up gladly gave me better options. That's when I found out that the first couch I had purchased was actually their "regular price". I felt deceived by that, then by the fact *** said they did NOT have anything under $1,400, so twice in a row I started feeling not great about the purchase. It's a rental cabin though, and I just needed to get a couch in and be done. They delivered the couch on Nov. 30 and put a good sized indent into our tongue and groove wood wall while removing the old couch before deciding to cut it up, which they left a mess for my husband to clean. I tried calling the owner twice. I was told he would for sure be in the next day, the ENTIRE day. I fractured my spine in 2 places, which is why my husband was there instead of myself, so I told *** that I had very little time during the day that I wasn't extremely sick. I called at 2:43 because I was in a great deal of pain, and was told the owner was not there. I told *** if this was not solved by Monday, I would take further action.

  

  Business response

  12/14/2023

  We don’t charge to remove furniture. It’s a service we provide. My delivery guys are very good at what they do and wouldn’t damage anything intentionally. I’m only aware of the customer trying to contact me one time. I’ll be glad to refund the delivery fee and another $50 although we are not responsible for damages removing furniture. have her contact the store and ask for ***** or ***. We don’t keep card information. We are sorry for the issue

  Marty

   

   

  

  Business response

  12/18/2023

  My previous response was more than accurate. I never know what my day holds for me at work. I help with deliveries and warehouse work. Repairs, trips to the bank,etc..I don’t sit around waiting on the phone to ring. The customer could have left a message to call her back. She did not.. Just that she would call me on that Monday that she was in the hospital. We can close the case if she doesn’t want what she proposed. Removal of furniture is something we do as a service nad have always with very few issues. I may revisit that as a service. 

  Sincerely 

  ***** ******

  Customer response

  12/18/2023

  Yes, I would like to just close this and keep it closed.  I'm not surprised they got their info w***g.  I WAS in the hospital, having tests run that proved to be a broken spine.  It was making it hard for me to sit at the computer where all my info was.  ***, who claimed to be some kind of "manager" while ***** was away, knew this, but was rushing.  He took my number, which they now have TWICE, as it was also on the receipt that THEY kept a copy of, and told me he would have ***** call me back.  I AM satisfied with the BBB and your efforts, in case that wasn't clear, but do feel that arguing with someone who isn't honest, nor is his "manager" as they told me they had NOTHING under $1,400 yet they had PLENTY, even the couch I was wanting to order was less.  At that point, I just wanted to be done, so I settled for a couch they had on their floor.  I had NO CLUE they were allowed to put gashes in walls, and just walk away.  That is why I feel my time is better spent just posting this, so others don't have to deal with this kind of dishonesty.  There are thousands on these owner's sites, and we look out for each other, for this EXACT reason.  Handymen are in high demand right now, so we are lucky to not live further than 6 hours and be handy ourselves.  I DO think other owners need to know the risk they are taking, especially those with new builds, having to furnish their whole place.  If they knew of the liability ,I'm sure they'd go elsewhere.  Just being gut honest, and happy when others post.  I'll be the first to post about this business.   Thank you for your time!

  *******

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