ComplaintsforPowell's Furniture & Mattress

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30, 2021, we ordered a sleeper sofa from Powell's Furniture. The item was a custom order as nothing comparable was in stock and delivery was estimated 20 weeks from date of order (October 2021). We were assured the item would be delivered well before Thanksgiving. On July 24, 2021 we asked if we were able to change the fabric choice, we were told no stating fabric had already been cut. October passed, no sofa was delivered, no customer service agent initiated contact with any information. We contacted the store and were told due to supply and delivery issues, sofa was now expected possibly in December or early January. December and half of January passed, no sofa delivered. We initiated contact again and requested to cancel our order and get a refund of the $*** deposit we paid on May 30, 2021 as they were not able to deliver as promised. We were told they would not issue a refund and the sofa was now scheduled to be shipped to the store January 28. It is now February 9 and we have no sofa, no delivery date, no correspondence from the store a full 36 weeks after placing the order. At no time has anyone from Powell's initiated contact with us to inform of any delay or status on the sofa. We have initiated every contact regarding delivery. We feel they are holding our money unfairly and seek a refund of our deposit and to cancel the order as they have not been truthful or forthcoming in this exchange by not delivering the goods we paid for.

  

  Business response

  02/16/2022

  February 16, 2022
  RE: BBB Case # ********
  To Whom It May Concern:
  
  We have received the complaint filed with the BBB concerning a purchase made by our customer **** ******* and after researching the issue are findings are as follows:
  
  Mr. & Mrs. ***** purchased customer special ordered sleeper sofa on May 30, 2021.  At the time of purchase ******** Furniture was instructed by the manufacturer to quote 20 weeks lead time, subject to change based on conditions directly related to the ongoing pandemic.  Raw material shortages, supply chain issues, and production employee sickness/quarantine issues are out of anyone’s control.  According to the terms and conditions of sale signed by the customer at the time of purchase, all sales, special orders are not subject to cancelation, see attached.
  
  A timeline of events are as follows:
  
  7/24     Customer contacted ******** Furniture to inquire about changing the body fabric on the item.  Customer was advised that they would lose their place in the production schedule and incur a longer lead time
  9/14     ******** Salesperson, ***** ******* advised customer item would not ship before the end of the year.
  11/3     ***** ****** advised customer the revised ship had not changed and was still approximately 1/24
  1/14     Inventory Office advised customer of proposed late January ship date
  2/8       Merchandise shipped from factory
  2/9       ***** ****** advised customer via voicemail that order is in transit
  2/14     Merchandise arrives at ******** Furniture warehouse
  2/15     Customer was contacted to schedule delivery, refused to schedule due to BBB complaint
  
  
  At the height of the COVID 19 pandemic, many industries including home furnishings; were greatly affected availability of skilled production staff and subject to delays due to shutdown caused by virus outbreaks.  ******** Furniture has kept the customer informed as much as possible throughout the production process.  Furniture manufacturers do not notify retailers every time production dates are changed.  The status information passed on to customers is gathered on demand from each manufacturer to ensure the most accurate time frame available, however if that information changes in the 2 hours following our phone call, we are not notified.  We understand the frustration in waiting for arrival of furniture yet to be produced, we as the retailer feel the same frustration.  There is, however, a difference in not liking the information we are given and stating that the retailer is being unfair, not truthful, or not forthcoming.  ******** has no reason withhold details or not be truthful with information given to our customers, we have no control over the speed a manufacturer can produce an item.  Mr. ******* has been notified that his order has arrived and is available for delivery, we hope he responds to our request to schedule a delivery date soon. 
  
  Sincerely,
  ***** **********
  
  
  General Manager, Powell's Furniture

  Customer response

  03/18/2022

  On 3/9/2022, the salesperson contacted us via telephone. She stated she understood our frustration, acknowledging they did not communicate with us effectively. She acknowledged that we do not want the couch as our circumstances have changed since anticipated delivery in November 2021 and the item was needed to care for our family member which is no longer a viability. The salesperson stated she understood we did not want it after the extended delay but said as a company their “hands are tied”. She continued that since the item is custom made, the company cannot return or restock it, and could not put it on the showroom floor for sale. She stated they could remove the delivery fee of $******. We did receive a follow up email later that day with an attachment of a new contract with that fee removed. We advised we could not take delivery immediately due to travel. We reiterated that this is not a customer friendly contract, and we are very unsatisfied with the entire process. We currently do not have the furniture. While we understand we did sign a contract in good faith with ********, we continue to feel that we have not been offered a satisfactory resolution to our original complaint regarding ******** business practices and that we are being forced to accept a piece of furniture that was not delivered as promised.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 24, 2021, I purchased a leather sofa and loveseat from Powell's. On October 12, 2021, the items were delivered. Unfortunately, within several days, I noticed many flaws in the sofa and loveseat's construction and operation. I spoke with the Sales Manager, who was also our salesman,- and explained the deficiencies found in the furniture. I requested an exchange and was told that the sales contract calls for an attempt to repair the products before replacing them. On November 5, 2021, Powell's repair technician prepared a service report detailing our complaints. On December 8, 2021, the repair technician worked for 5 1/2 hours to repair new furniture! Within 2-weeks, the repairs showed signs of deterioration. Once again, I called and was promised that the needed part(s) would be ordered and received within 2-weeks. Yet, two weeks later, nothing had been done. I then called the manufacturer and asked if they had a record of the needed part being ordered by Powell's. The customer service manager said they could not find an order submitted by Powell's for the needed part. The service manager offered to send the part to my home immediately. Four days later, I had my part. I called Powell's sales manager and let him know the part had been received, and I needed to schedule the repair technician for installation. I was told that repairs could not be made unless the part is received by Powell's first. At this time, February 4, 2021, Powell's breached its sales contract and has ignored the manufacturer's warranty. Is this the conduct of an A+ rating by the BBB?

  

  Business response

  02/11/2022

  February 11, 2022
  RE: BBB Case # 16730566
  To Whom It May Concern:
  
  We have received the complaint filed with the BBB concerning a purchase made by our customer John/Dee ***** and after researching the issue are findings are as follows:
  
  Mr. & Mrs. ***** purchased a leather sofa and console loveseat in July and accepted and signed for a delivery on October 2, 2021, with no issues reported.  Since delivery the customer has complained about several issues, which have been addressed during two separate service calls.  Adjustments have been completed and signed for by the customer.  Mr. & Mrs. ***** continue to complain and request repair on the loveseat for issues that covered under warranty, instead are indicative of normal wear of leather upholstery.
  
  A request for replacement was denied by both Powell’s and the manufacturer as there is nothing wrong with the loveseat as delivered, the customer is just unhappy with the item.  An agreement was reached between the customer and Mr. ****** that the merchandise would be picked up and all money 100% refunded to the customer with the conditions that Mr. ***** would not make any future reclining furniture purchases from Powell’s. 
  The merchandise was picked up on 2/9/22, several attempts were made to immediately refund the credit card used for purchase, however due to security protocols with the credit card, the transaction would only process with the card present in store.  Mr. ***** was notified immediately and declined to bring his card to ******** for refund.  On 2/10/22 Mr. ***** brought his credit card into the store and was refunded in full. 
  
  Mr. ***** has been very difficult to deal with during this process, often taking to social media to disparage Powell’s and its employees.  Powell’s wishes Mr. and Mrs. ***** nothing but the best with their future furniture purchases.
  
  Sincerely,
  David **********
  
  
  General Manager, Powell's Furniture

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to look at furniture liked two things there. I talked to Alex the sales manager and told him my situation of closing on a new house. So I gave him a down payment of $*** and we were going to to do 12 months interest free! I called back the next day and asked him could we do 5 years no interest. He said that I could , but the furniture would go up in price because they have to by the points from the bank. I tried to cancel because I have never heard of anything like that. So I went to Ashley’s and bought more furniture for my house and came in a lot cheaper. I am trying to get my money back, but there telling me no. This is hard earned money and with the pandemic going on I guess people would be more understanding.

  

  Business response

  12/24/2021

  ******'s Furniture
  4001 Plank Road
  Fredericksburg, VA  22407
  540-786-5090
  www.******sfurniture.com
  
  December 22, 2021
  RE: BBB Case # ********
  To Whom It May Concern:
  
  
  We have received the complaint filed with the BBB concerning a purchase made by our customer Lee ******* and after researching the issue our findings are as follows:
  
  While we are sorry that Mr. ******* does not believe the concept of higher interest rates for longer term financing, ******’s stands behind our pricing and structuring of our financing policy.  The promotion at the time of purchase allowed customers to buy their merchandise at a lower “cash” price which included 12 months Interest Free financing.  Longer term, 60-month financing was also available, and prices are clearly marked on the same tag as the 12-month prices. 
  ******’s policy is to collect a 20% deposit on special orders, an exception was made because Mr. ******* was in the process of buying/closing on a new home.  A smaller down payment of $*** was accepted and approved by Mr. ****** to accommodate the customer’s request.  Mr. ********* order was written on 12/11/2021 and included special order merchandise that we do not carry, his down payment was recorded, and the order placed.  (See attached signed copy of sales contract as well as Terms and Conditions).  On 12/13 Mr. ******* contacted his salesperson asking to stop the order because he desired longer term financing.  Mr. ******* was reminded that we offer longer term financing as explained at the time of sale; however, there is an increased cost for that longer term.  Mr. ******* advised his salesperson, “I will probably do the 60…”.  A revised sales contract was implemented to reflect the higher prices that enable the 60-month term, based on Mr. *******’s decision. 
  On 12/19/21 customer texted and requested to cancel the order.  ******’s responded to the customer stating that we cannot cancel the order as deposits are non-refundable per the Terms and Conditions of Sale signed on 12/11/21.  Customer responded he would get a lawyer.  ******’s attempted to contact customer via phone instead of by text, however our calls were not answered, only text responses were sent. Customer later advised that he, in fact made a subsequent purchase elsewhere.  ******’s reached out to customer on Monday 12/20/21 to discuss his concerns; conversation consisted of an explanation that we cannot cancel the order and that the non-stocking special order merchandise was already shipped and scheduled for delivery to us.  Mr. *******’s insistence to cancel the order resulted in a loss of deposit per our agreement and the terms and conditions of the sale.
  Mr. ****** spoke with the customer personally and during their conversation Mr. ******* agreed that, yes, he was aware of the difference in pricing but believes that “since there is a 200-300% markup on furniture – we (******’s) should forgo the terms of the contract and refund his down payment” Mr. ****** attempted to explain to Mr. ******* that he is mistaken and there is not 200-300% markup on furniture, but since Mr. ******* is in the car business he should understand the parallel between price and increased interest rates for longer term financing.
  ******’s Furniture has fulfilled their duty to the customer in good faith.  Mr. ******* has returned that good faith by posting a 1-star Google review of our company, advising that he will contact his lawyer, and making the statement that he will, “just ruin ******’s on Google”. 
  
  
  Sincerely,
  David R*********
  General Manager
  ******'s Furniture
  
  

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