ComplaintsforU S Quality Furniture Services, Inc.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I CALLED OVER THE WEEKEND TO GET AN ESTIMATED TIME OF ARRIVAL FOR THE FUTRTURE REPAIR OF ***** AND i LEFT TWO MESSAGES NO RESPONSE BACK I called this morning and received rude service after speaking with the rep she was not able to tell me the time the guy arrived on Saturday and his estimated time arrival was from 3-6 pm Please have a supervisor give me a call at *** *******

  Business response

  12/23/2022

  I called and spoke to Mr. *****, and apologized for the missed service call, we are working together to finalize the service. Thank you Liam  

  Customer response

  12/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I are beyond frustrated with your company and lack of professionalism and respect for customers. Our chair is a ******** ******** which we received last November 2021. This recliner broke in April. In July 2022, a technician came to our house and said it needed repaired. He must have ordered the parts because 2 weeks later a large and small box were delivered to our house. We were finally able to get an appt. on 9/21/22 for a technician to come and fix our recliner. Our appt. was on 9/21/22 from 8:30 to 11:30 am. At the end of the day, someone called and told me the technician was running 3 hours behind. Well....he never came and I did not receive a phone call as to him not coming. When I called, I was given 10/4/22 as the next appt. and was told they forgot to call me to say the technician was sick and wasn't coming. On 10/4/22 our appt. was from 4:30 to 7:30 pm. At the end of the day, someone called and said the technician had car trouble and would not be coming. I was then given 10/7/22 as the next appt. On 10/7/22 I received a text and confirmed our appt. for 4:30 to 7:30 pm. The technician NEVER showed up and I did not receive a phone call. I don't understand how I can be given appointments so far out and not the next day when a technician was suppose to be at our house. The parts have been in my hallway since the end of July and I can't believe as of 10/10/22 they are still there. My next appt. is for 11/2/22. I want to know what I am suppose to do when your technician DOESN'T SHOW UP at this scheduled appt. I want our recliner fixed before the holidays!!!!!!!!!!!!!!! I don't think that is an unreasonable request.

  Business response

  10/12/2022

  Ms. ******,

  Thank you for taking my call today, and allowing us the opportunity to resolve your concerns with service and the issues with your furniture. On behalf of everyone here at USQ I sincerely apologize for the lack of previous service.

  Thank you 

  Liam

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called 800 774 8700 ( US Quality Furniture Services) on 8/24/22 and inquired about a no show service call scheduled for Tuesday 8/23/22, slot window was between hours of 3:30-6:30 p.m., we waited till 7:30 p.m. and still no contact from this company. Customer service representative did not have any reason as to why, they simply told us we'd have to wait until the next time service person was available in our area, which is now set for Sept 13th and that those service calls are carried out only once a month. We were told to contact *** to see if they could do anything further about this issue. We have in fact contacted *** as of 8/24/22 and were told a higher up would have to be involved, and that we will receive a call within 48 hours. The original date of 8/9/22 was canceled due to the aforementioned reason of an "only a once a month" visit to our service area. Our initiating call for service request was made on July 14th followed by a follow up call on July 19th at which time we were told we'd have to wait until our area was open again which was set 8/9/22. As of today, that's almost 60 days we will have waited assuming the now appointed time is kept. All that's needed is a simple determination of product failure (for a mattress) in order for an exchange or refund to take place. Any help in this matter would be greatly appreciated. Thank you.

  Business response

  08/31/2022

  Mr* ******* Thank you for reaching out to me, I am truly sorry for the lack of service that you received. Unfortunately our technician became ill and did not follow the correct communication with us. We are aware of your upcoming service date and either myself or my call center manager ***** will reach out to you with your time frame and then follow up after the service call. Thank you ****

*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. ↩