Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather sectional from Powells in July 2021. The sofa was delivered Jan 2022. In May 2022 I reported stitching on the arm of the sectional as failing. Contacted Powells they told me the arm of the couch had to be replaced and the stitching could not just be repaired. I said ok. They told me they would order the part and get back to me. It is now July 2023, and the stitching is still not repaired. Over the course of 15 months since initial reporting of the stitching issue, I have spoke to ****** in **************** and the ** of the store on multiple occasions. I was reassured this would be repaired but the part was coming from *********** and there were delays. I have been told the part was overnighted by air multiple times, then told it was shipped on a boat, then told it was back ordered then air shipped again. Powells is not willing to repair the stitching and only offers excuses and unwillingness to fix a factory default. I paid $5000.00 for this couch and was provided excellent customer service as long as I was giving them my money. But after the purchase was completed, the integrity of this company plummeted and they are liars. I will never recommend this company to anyone.

  

  Business Response

  Date: 07/18/2023

  July 17, 2023
  BBB Serving Central Virginia8068 Northpoint Blvd.
  Case Number 20285994 ****************************
  
  We have received the complaint filed with the BBB concerning a purchase made by our customer *************************** and after researching the issue our findings are as follows:
  ******************* purchased a 6-piece leather sectional sofa from our store and accepted delivery in January 2022.  At the time of delivery ******************* signed off that all pieces were received in good condition.  In May 2022, ******************* advised customer service of an issue with stitching.  Powells **************** ordered a complete cut and sewn part from the manufacturer to replace the arm where the stitching is located.  Please understand the stitching in question is completely decorative and does not affect the structural integrity of the piece.  When Powells **************** requested a status update on the part, the factory requested a photo of the affected area showing the defect.  Upon receiving the photo,the factory denied the request for a replacement part as piece is within specification and not a structural problem that was not reported on initial delivery.  Powells contacted the Manufacturer Representative, who agreed with the factorys decision however agreed to check again later just in case the stitching had begun to degrade further.  On January 30, 2023, Powells **************** requested an updated photo for submission to the factory.  ******************* responded with the updated photo 1 month later, March 2, 2023.  Upon submission of the updated photo, the factory again refused to send the part and recommended a local sewing repair.  On 7/11/23 Powells service technician visited ******************* home and completed the necessary repair.  ******************* was not at home during service visit, however ****************** texted her a photo of the completed job.  Powells technician was assured that Mrs. was satisfied with the repair.
  Powells strives to provide the best customer service experience possible, but we must work within the factory recommended guidelines.
  We hope ****************** enjoys her purchase for many years to come.
  
  Thank you,
  *******************************
  General Manager
  Powells Furniture