ComplaintsforPalmer Home Furnishings

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an 8 seat dinning room table on September 23, 2023 for the amount of $3,424 and we only received the table and two end chairs. 6 of the chairs that we bought were never delivered and we were told that they were in back order. We are still waiting to hear back from them and haven’t received a call back and they haven’t responded to our messages. We have proof of some of the messages in which they did respond stating that they would be letting us know the outcome of this purchase but there was none. We just now learned that the business is permanently closed and we never received notice of this. We either want our money back or some sort of compensation.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Saturday 08/26/2023, I ordered from within the Palmer's Furniture store a TV stand, coffee table and bookcase. Upon arriving at home I went on their website to show my son what I purchased. On their website they advertised the products at a much lower price than what I had just paid (around $1200.00 total lower). I immediately called the store and informed them of the prices they had online for the exact products to which I had just purchased. The store manager Hunter then looked it up and said those prices are wrong and to call back on Monday. I went back into the store on Monday and Hunter said the prices have since been removed. However, I told him that I felt they should honor the prices in the website for it was not my mistake. He said, he would not give me a price adjustment or refund since it was a special order. I would like a refund or price adjustment because this is bad business and not right that this company is not honoring their website prices but instead covers up their mistake and the consumer has to deal with it. I then asked if their was anyone else I could talk to and Hunter told me I could call back on Wednesday 08/31/23 and talk to the owner.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered 2 matching couches on 8-27-22 after being assured by Hunter they would be delivered in 4 weeks, 6 weeks worst case scenario. Paid $1000 down. Didn’t arrive at 4 weeks. Contacted Them and was told they were ready to ship. Didn’t arrive at 6 weeks and again was told they were just waiting for shipping. At 10 weeks I called and left message I wanted my money back as I was promised couches no later than 6 weeks. Hunter called to following morning stating the couches were in. Delivery boys came and stated I had to pay the remaining $2100 BEFORE they would unload them. I told them I wanted to see my couches first, but they refused to unload them until I paid. I paid them and the brought the couches in the house. One couch had staples ripped out and the fabric was damaged along the top section of the back. They took pictures and said the owner would call me in the morning. He didn’t call so I called the following day and he stated he knew nothing about the damage. He stated he would send a repairman out. The repairman came out and stayed it wasn’t something he could fix without new fabric. He hammered in the bent staples so nobody would get cut on them. When I called Brett and expressed my concerns that new fabric may not match or that I didn’t want to wait another month or longer to get fabric, he acted like I was being too picky. I told him I wanted a time frame on how long this was going to take and he said “ I don’t know”. it has now been 15 weeks since I ordered these couches and I still don’t have what I paid for. I want my money back and will not do business with this company again

  Business response

  12/14/2022

  Unfortunately, we have no control over how long it takes us to get furniture.  To say that is was "promised' to be here by a certain time frame is not true.  We have been doing this long enough to know that there is no real way of knowing how long it will take due to all the variables involved.  Southern Motion is the brand of furniture that this customer purchased.  Southern Motion typically takes 4-6 weeks to get here and that message was relayed to the customer, however, it was never promised.  This particular order was placed on 8/26/22 and put into the system on 8/31.  It was produced the week of 9/19/22 (approximately 3 weeks to be ready to ship), but wasn't shipped until 11/3/22.   We were in constant contact with the manufacturer regarding this order and the delay was due to the freight company being behind and shorthanded.  Southern Motion contracts a freight company to bring all their loads to the respective furniture stores.  We had 52 pieces of furniture on this load so we were as anxious as anyone to receive this load.  

  Throughout the process, we were always sincere and apologetic regarding how long it was taking.  We had approximately 20 customers waiting on this same load and ALL were understanding except for ****.

  When **** told me of the terms the "delivery boys" (we actually employ men here at our store), I was very apologetic and expressed to her multiple times that they should have handled that differently. It is not typical that the customer gives the "delivery boys" a check for a balance.  The "delivery boys" have since been trained on how to handle this type of circumstance.

  Our contracted upholsterer was immediately contacted once we saw that the back of the sofa had some small defects in it.  He scheduled an appointment with **** and fixed what he could.  He then requested from us that some additional fabric be ordered so that the sofa could be restored to perfect, new condition.  We immediately ordered the fabric.  All of this was relayed to **** and she demanded a date of when the fabric would arrive.  As stated before, we never promise a date because there is no real way of knowing until it shows up.  I expressed this to her repeatedly.  I left a message with **** on Nov 30 letting her know that fabric was going to ship the following week.  The fabric arrived here on Monday 12/14.  We sent this information to our upholsterer on the 12th.  Our upholsterer left a message with **** yesterday, the 13th (before we received this complaint).  At no point have we ever taken this customer for granted.  We always do what is needed for our customers.  We understand that each customer deserves to happy and get what they pay for.  

  When our customers agree to purchase a special order, such as this, they agree and sign an invoice that states "All Sales are Final".  This policy is always enforced on special orders because the customer customizes it with their fabric choice.  All documents with dates and signatures are available upon request.

  Customer response

  01/03/2023

  Update on this claim: 

     The repairman came last Friday.  He is a nice man and he did his best, but the couch is still not right. I am contacting palmers today and requesting they come get this couch and give me my money back.

  I’m attaching pictures of the repair compared to the other end of couch and also the note I requested from palmers before the repairman came out to fix it.

  Thank you 

  **** *****

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