ComplaintsforSchewels Home

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a lift recliner to help get up since having a stroke. The recliner broke down on the side within less than 6 months of owning it. I only weigh 150 pounds so it’s not weight related, I am the only one that sits in the chair. Repairman came out to check it and had to wait months to have it replaced . The second replacement chair did the same thing in the same area (left side) repairman came again and said it needed replaced again. I never heard anything else from the company . A friend ended up giving me a used lift chair. After numerous attempts to have the chair either replaced or refunded . The chair is poorly made.

  

  Business response

  06/05/2024

  Mr. ******* purchased a lift recliner on 10/24/2022 that was delivered on 10/29/2022. On 2/17/2023, a woman called to report the seat of the recliner was sinking to one side. The technician, ***** ******, was contacted on 2/19/2023 and the service call was completed on 3/13/2023 at 5:20 pm.According to Mr. ******’s notes, the seat assembly failed and there was a short somewhere in the system. To repair it, an upholstered seat (with a wood frame and springs), a hand wand, and a control box needed to be ordered. However, after the store manager consulted with Mr. ******, she made the decision to exchange the lift recliner due to the extensive service issues. It was also brought to the store’s attention that the customer sits in the recliner for long periods of time and tends to lean to that one side. On 4/6/23, the recliner was exchanged, which was within 6 months of the delivery date. We cannot exchange, repair, or issue a refund for the recliner due to the fact the original sale date was 10/24/2022 and we fulfilled our one-year warranty obligation to the customer when it was exchanged.The account is currently past due and in a charge off status due to no payments being made after 11/2/2023. The customer has not reached out to the credit department to resolve collection issues. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 15, 2024 I purchased a microwave from Schewel’s Furniture in ******, **. At the time I purchased it, it had no box and they said it was the last one or a floor sample. I took it home and didnt’t use it until a friend came over and was going to try to cook two potatoes in it. The turntable kept going back and forth rather than turning correctly. I decided to return it since it was defective. I also noticed the two charcoal filters were not installed on the bottom since this was an over the range microwave. I called them to tell them I would be returning it since it wasn’t working properly and there were parts missing. I talked to the manager and my friend was there to help me. The manager said there would be a 5% restocking fee. My friend tried to explain thst it was defective and there were parts missing. The manager was rude and even refused to check it out. To date they haven’t done so. I don’t believe I should have to pay a restocking fee for something thst is defective in the first place.

  

  Business response

  02/02/2024

  Good morning,This matter has already been addressed with the account holder. Ms. ********* was not charged a restocking fee.Please contact us at ###-###-#### if you have additional questions or concerns.Sincerely,Schewels Home

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bedroom set purchased in August. Continued delivery of broken pieces, initial delivery was partial (not made aware upon ordering), bed frame broken within this short period from minimal use. Bed made of pine instead of wood (manufacturer issue) and keeps breaking. Asking for refund and company offers me lower price than what’s listed. I want complete refund. I’ve been sleeping on the floor while paying these people $875/month and am now having back issues. Order number is: ************ 

  

  Business response

  12/20/2023

  December 20, 2023****** ********* ***** **** ** **********, ** ********* Ms. *****,RE: Better Business Bureau Complaint ********Schewels Home received your complaint from the Better Business Bureau regarding the ********, ** store andthe bedroom set you purchased on July 29, 2023.Our records indicate that the bedroom set was delivered on August 8, 2023 and the footboard and drawer werereplaced shortly after. After relocating to *******, **, you contacted the store on November 13, 2023 andadvised our warehouse that the bed broke when you attempted to move it.While we sincerely apologize that this occurred, Schewels Home will not refund your money. We stand behindour offer of allowing you return the bed and crediting your account in the amount of $875, which is the price ofthe bed. As a result, your outstanding account balance with Schewels will be satisfied.Again, we apologize that this has happened and that we are unable to meet or exceed your expectations. Ifyou wish to move forward with this offer, please contact the ******** store at ###-###-####.Sincerely,Schewels Home Corporate Office

  Customer response

  01/05/2024

  Hi, I was told I’d be refunded the original cost of the bed; I included a photo of the price vs what they’re saying it costs. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I’ve been harassed by schewels home furniture store they keep coming to my house and bang at the door (I could see it on the ring doorbell) I haven’t move in yet. I just rented that house moving the 1st. But anyways not sure what they want. I call the company to ask why they’re coming over,they just keep saying I owed them money,but I don’t even know who they are and haven’t bought furniture from them,like never. So whoever live there before me ,I guess ,but I’m not the one they looking for. And they need to stop harassing me. I guess the next step is going to file a complaint at the police station. I don’t want this harassment when I move in with my kids. I need peace and besides I am not the one they’re looking for.

  

  Business response

  12/15/2023

  We have spoken with this consumer and resolved the problem. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Message: I purchased a lift chair for my mom from the ********* showroom plus a 5 year protection plan and it will be 2 years old this December, she’s paralyzed on her right side which is why I purchased it, almost a year ago in December it broke, motor doesn’t work and a spring broke. I put in a work order with the ********* office to have it fixed, it is now almost a year and I have been in constant contact with them and the company that services them, the last time I talked to them I told them they till the end of the month to remedy this and I still don’t have a fully working chair, I also told them I would contact Bbb and the news channels to report this, their suggestion was a showroom floor and no warranty, which as I said I paid for a 5 years plan. This is very poor service and I need action and I will not be out the money for the 3 years I have left on the service plan. I will be contacting other outlets to have my situation solved.

  

  Business response

  11/06/2023

  Good morning,The ********* store will be ordering the customer a new chair. Once it arrives, someone will contact Ms. ********* to schedule delivery. We apologize for any inconvenience this matter has caused.Sincerely,Schewels Home

  Customer response

  11/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They did call on Saturday and offered to give me a floor model and they told me they were not going to honor my five year protection plan.  If that is the best they can offer I would like a refund for the three years left on the protection plan.  Regards, ******* ********* 

  

  Business response

  11/09/2023

  Good afternoon,The store manager contacted Ms. ********* and went over how the Furniture Care Protection (FCP) plan works. The customer and Schewels Home are now the same page. The FCP warranty is being honored and the ********* store will proceed with replacing the chair.Sincerely,Schewels Home

  Customer response

  11/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The ********* location was supposed to contact me once the new chair was delivered.  I have not heard from them in a while and I would like an update. Regards, ******* ********* 

  

  Business response

  12/05/2023

  Hello,The store manager is checking the status of the customer’s order and will contact her as soon as possible with an update.Sincerely,Schewels Home

  Customer response

  01/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hey just an update, schewels delivered the chair in December but after they left I realized it wasn’t properly working I called them immediately and told them and she was going to try to send someone out, I haven’t seen anyone nor have they returned 3 phone calls concerning this, thank you for your help in this matter! 

  

  Business response

  01/31/2024

  Schewels Home has received Ms. *********** most recent BBB message. The store manager will contact the customer to set up a time to send someone out to look at the chair on February 1st or February 2nd.We sincerely apologize for any inconvenience this has caused.Thanks,Schewels Home 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch and love seat about a month ago (paid for it) and the couch was delivered but the seams has stitches hanging out, and each recliner was warped… the cushion seams don’t match and there is a large gap between the recliners on the couch. In the process of getting it fixed, the delivery guys damaged a landscape wall and tore it down from backing over it. That has been a mess to try and get fixed. I have reached out to HR, no call backs, they would not allow their insurance on the vehicle cover the damages, they offered store credit lol, but that don’t fix it. Then offered 200 but the crew that quoted to fix it was 1500. One month has passed and now waiting their adjuster to give his thoughts. I asked when I would receive my couch for the one that’s warped or bent and the supervisor said, out of fear they can’t come on my property. I asked what that meant she said we are afraid of hurting something else on your property… I can’t make this stuff up. One lady at corporate said they wasn’t coming on my property because of a no trespassing sign that says violators would get shot, on my neighbor’s property, so now they are labeling me or discriminating based off that. I have never seen such poor business and ethics in my life. I have offered them to just take everything back and refund my money and let’s be done, but no response. If you call corporate, you get voice mails and no calls back… it may very well be they are busy juggling a mess of poor business. I’m still hoping for a resolution in the next couple weeks, I have informed them through email my next steps and this kind of business and customer service needs to be ended. If Mr. Schewel really knew how bad these people are he would flip out. Hope this helps someone not to go this route, the headache and trouble isn’t worth it!

  

  Business response

  10/13/2023

  Good afternoon,The Schewels Home corporate office contacted Mr. ****** via email today (see attached) in regard to this matter. We are in the process of picking up the furniture and issuing a refund. A claim was filed on 9/20/2023 with the insurance carrier, per the customer’s request (see attached). This matter has been resolved.Thank you,Schewels Home

  Customer response

  10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *** ******

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When I visited the ********** store to purchase furniture, we selected the bedroom set we were wanting and they told us all of the pieces of the set would be delivered to their store within the next week and they would have it ready to be delivered to our house when we moved in. I paid $200 to Schewels on 7/15 as a deposit to order the furniture with the agreement to pay the remainder when ready to have delivered to our new home. When I called them per their instructions on 7/27 to pay the remainder owed to have the furniture delivered, in full, in the amount of $2262.66, they told me that they would only be delivering the bed at that time because the dresser, 2 nightstands, and chest were on back order. I was advised by the manager that we could take the dresser and 1 nightstand that they had on display. I agreed and he processed a $50 refund for me accepting the floor models. I have since called the store every Thursday asking for an update, to which he keeps saying he does not have one. After the 3rd call, he stated he would have an update by mid September. He has not contacted me a single time, I've had to call and ask for an update, and when he states he will call me back, he doesn't. This same furniture was advertised for their labor day sale, why advertise something that is not in stock? I am very upset that I was told it was available when I paid for it outright in July and still have not received it or even a date when I will receive it.

  

  Business response

  09/28/2023

  Hello,Please see the attached letter in response to complaint ID ********.Sincerely,Schewels Home

  Customer response

  09/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. After speaking with several friends who have purchased furniture from Schewels and encountered the exact same problem,  I am not happy with the resolution they've provided.   Upon research on their sites and complaints from other customers, as well as my friends experiences, it appears that people do not receive furniture for 6 months on a regular basis,  and they are refunded 10% of their order.  This is a very small refund when compared to the time frame people are having to wait for something they were promised was available.  I do not believe that this is any way acceptable or considered fair business dealings.   If this is a common problem,  which the complaints reporting against them shows it is,  Schewels needs to do much better with monitoring their stock/supply and provide more of a discount to those who are inconvenienced by not receiving the furniture they've paid for when promised.    Regards, **** ******* 

  

  Business response

  10/12/2023

  Dear Ms. *******,Our Operations team has checked on the status of your remaining items. The chest is scheduled to be delivered to our Central Distribution Center today and should be delivered to the ********** store on 10/17/2023. The nightstand is set to arrive to our distribution center on 10/26/2023 and should be delivered to the store on 10/31/2023.Once the ********** store receives the merchandise, they will inspect it to make sure it is not damaged. After the inspection is complete, someone from the store will contact you to set up a delivery date. We can deliver the merchandise to you as we get them, or at one time, whichever you prefer.Due to the inconvenience the delays caused; the store will also give you a 10% discount for customer service purposes. Again, we apologize for the frustration and inconvenience this has created. Our main goal is to get your furniture to you as soon as possible with little to no delays.Thank you for your patience.Sincerely,Schewels Home

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  . I WENT TO THE STORE ON ********** **** BECAUSE I WANTED NEW BEDROOM FURNITURE, I PICKED OUT THE BED WITH MATCHING SIDE TABLES AND A QUEEN DRESSER WITH A MIRROR. WHEN IT WAS DELIVERED THE DRAWERS DID NOT CLOSE THE MIRROR WAS DAMAGED. BOTH NIGHTSTANDS WERE BROKEN. I WENT TO THE STORE AND SPOKE TO THE MANAGER ***** ONCE AGAIN HE TOLD US I'LL GET HIM TO COME OUT THIS WEEK AND LOOK TO SEE IF IT CAN BE REPAIRED. WELL, NO ONE SHOWED UP THAT WEEK SO I WENT BACK OVER ***** LOOKED MY MOM IN THE FACE AND SAID HE NEVER SAID THAT. HMM WOW CALLED US LIARS. The guy FINALLY CAME OUT TWO WEEKS AFTER THIS SO NOW it's ABOUT A MONTH 1/2 NOW HE TOLD US THIS IS ALL FACTORY DAMAGE. ANOTHER FEW WEEKS WENT BY THEY SENT THE GUYS WITH THE DRAWS WELL NOT ENOUGH DRAWS PLUS THEY DISCOVERED IT WAS PUT TOGETHER WRONG AND WAS BROKEN UNDER THE BED, SO NOW WE HAVE TO WAIT FOR A COMPLETE BED TO BE REPLACED THEY REPLACED THE MIRROR THE SIDE TABLES WE WERE LOOKING FORWARD TO THE BED ARRIVING AND THIS NIGHTMARE BE OVER. WE DID NOT HEAR ANYTHING SO I ASKED MY MOM TO PLEASE CALL TO FIND OUT WHAT WAS GOING ON ***** TOLD MY MOM HE WAS SO SORRY FOR EVERYTHING WE HAD BEEN THROUGH WITH ALL THESE ISSUES AND THAT HE WOULD COMPENSATE ME FOR EVERYTHING GOING ON I PAID 2800.00 FOR THIS SET. THE NEW BED FINALLY ARRIVED TODAY AWESOME I WAS SO EXCITED MY MOM WENT IN TO CHECK TO MAKE SURE IT WAS ALL IN WORKING ORDER 4 OUT OF THE SIX DRAWS UNDER THE BED WILL NOT CLOSE. WE WENT DIRECTLY TO THE STORE ***** WAS OUT SICK THE GIRL TALKING TO US WAS VERY NICE SHE CALLED ***** ONCE AGAIN HE CHANGED WHAT HE TOLD US NOW EITHER THEY COULD PICK SOMETHING ELSE OR BRING BACK WHAT THEY HAD WE HAVE ALREADY MADE 3 PAYMENTS ON THIS BEDROOM SET THATS RIGHT THREE MONTHS THE SALE IS OVER THE DEAL WITH ZERO FINANCING IS NO LONGER OFFERED AND IF WE RETURN THIS BROKEN NEW BED THEY CHARGE ME 311.00.

  

  Business response

  08/24/2023

  Good afternoon,Schewels Home is working with Ms. ********* with regard to this complaint. Unfortunately, nothing can be done to make the drawers close all the way as it is a manufacturing defect. The corporate office spoke to Ms. ********* on August 22, 2023, and went over the current options to resolve this matter.  We offered:1. A full refund. There is no $311 charge, as this is not the customer’s fault.2. Full reselection. They can keep the no finance charge and the sale price is also manageable.The customer and her daughter intend to contact the ********** store or the corporate office to let us know how they would like to proceed.Sincerely,Schewels Home

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst product and customer service ever! I’ve been chasing your “warranty company” around for over a month. First, I’m given the wrong number to send my complaint to. Then I send in 16 images all detailing the horrible wear and the fact that the trundle broke as well as other things like a drawer! . We can’t even attempt tomove the bed as the trundle becomes a hazard. (It broke at an angle.) I’ve called three more times. Once to be told I didn’t include an image of the bed (it’s #16 and visible when the rep pulled it.) Then two more calls where my rep has been in a meeting and so is the manager when I called four hours later. I’ve been blown off!! We got tired of waiting and based on the poor, poor quality of this bed. You don’t even sell it anymore, we want a refund. I’ve purchased another bed from a more reputable company and can’t do anything with this one as I can’t get anyone who can help. It’s poor customer service when the rep all but laughs when you let him know you’re going to put the word out that you can’t get results. Sounds like this warranty was a money grab and you’re dragging your feet. Before I blast this on all my social media accounts I’d like to get resolution and an actual call back. Apparently customer service isn’t a priority with your warranty company.

  

  Business response

  08/14/2023

  Dear Ms. ********,We sincerely apologize for the negative experience you had with the Furniture Care Protection (FCP) team. Here a Schewels Home, customer satisfaction is of the utmost importance, and we genuinely regret to hear your experience with FCP fell short of that expectation.We dug into your concerns and found that FCP denied your claim on 8/4/2023 due to accumulation and normal wear and tear. Since we aren’t able to give you a full refund, we will refund the amount you paid for the FCP warranty plus tax, which totals $84.19. The ******* store submitted the check request to our corporate office for processing. Once the check is ready, someone from the store will contact you.Once again, we apologize for any inconvenience this matter caused.Thank you for you patronage.Sincerely,Schewels HomeCustomer Service

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  things wrong with it. It has metal pieces on the frame that is tearing holes in the cushions and there is a board across the back that hits your back as well as threads sticking out. Called in January and they sent someone out to take pictures. After about 2 or three weeks we had to call them. They told us that the company that made the couch went out of business. Keep in mind that we are still under shewels one year warranty. They said if you wait until April when the extended warranty kicks in (paid 200 for that) then the extended warranty company will take care of it and most likely replace the couch. Well we fell for it. What they actually did was have us wait until their one year warranty expires and it would no longer be their problem. It was so deceitful . Extended warranty acts like they don't want to help us. Shame on shewels for tricking us that way. And I forgot to mention that the delivery men bent our screen door when they came in. We just let that go. Wish I had complained about that now.

  

  Business response

  06/30/2023

  Hi Ms. ******,My corporate office has forwarded me a message that you had filed a complaint with the BBB. After reviewing the notes on your account, I am showing that the company who your warranty is thru, ********* **** **********, has tried to call you a few times and has left messages.They are showing that they had called on 4/27 at 2:30pm, 5/3 at 12:15 pm and 6/26 at 4pm.We have also tried calling you from the store to follow up on 5/3 and 5/25. We wanted to let you know that *** was trying to reach you to get a claim started on your furniture.  They do call from a non-local number since they are located in different areas but to make it more convenient for you, you can reach them at the following number ###-###-####.We do want to help get your issue taken care of. I saw your email on your message so I thought I would try to reach you this way.If you should have any questions, please call the office and ask to speak with me, the store manager.Sincerely,Schewels Home

  Customer response

  07/18/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Thank you, I will do that. As I  told you on the phone the company never called or left any messages. I checked my phone records just to make sure. The extended warranty company called months ago and all they wanted to do was put a cover on it and in my opinion that is not going to take care of the frame issues. TheThey also ask for more pictures but schewels had already sent a guy out to take pictures. Why does this need to be done again? Schewels should have taken care of this matter when it was still under their warranty. My disagreement with them is that they were deceptive in how they handled this. And that is exactly why I am hesitant to work with them. I am not unreasonable but I don't want a cover. I would like credit for what I have so that I can buy a better quality of furniture. I would even bring my business back to them. I was really hoping this could be resolved.  I would also like to thank you for your help, it is much appreciated.  Regards, ****** ****** 

  

  Business response

  08/04/2023

  It is our understanding that the customer is working with the store to resolve this matter. *** reached out to Ms. ****** and the customer expressed her dissatisfaction with the condition of the furniture and the delay in getting her claim resolved. The Store Manager consulted with the Regional Supervisor, and they agreed to let Ms. ****** reselect since the manufacturer of her furniture is out of business. The store is waiting to hear from the customer on how she would like to proceed.Thank you,Schewels HomeCustomer Service Department

  Customer response

  08/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Yes, I accept Regards, ****** ******

*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. ↩