ComplaintsforGrand Home Furnishings

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  READ THE FINE PRINT Recently my wife and I went to Grand Home Furnishings to buy 2 lift chairs. They had what we were looking for, but only had one in stock. They told us they would order 2 for us. This took about 8 weeks. When the chairs were delivered we found that they did not meet our needs and called to return them. It took 3 days to get to our salesperson to ask that they pick them up. He told me that because they were ordered they could not be returned. After some conversation the store said that they would take them back with a 20% fee and the balance as a store credit. This was not satisfactory to us so we complained to management. They finally agreed to take they back and give us our money back, but we would have to pay the 20% fee because they were ordered. In the meantime we saw a commercial on television where the owner said that they had a 30 day no question guarantee because they wanted all of their customers to be happy. When I called and asked about this I was told that I needed to read the fine print. I was told that it didn’t apply if the merchandise was ordered. We were force to accept the deal at a cost of 20% to us as the merchandise was not usable for us. We went to this store because they were local and had a good name in the community. Well we have learned our lesson. READ THE FINE PRINT and don’t count on any help from them.

  

  Business response

  06/17/2024

  Attached is the response and the documents supporting the response.I have carefully reviewed the complaint and the details of your purchase. As part of the special order process, you signed a document on January 1, 2024, which included the following terms:   Non-Refundable Deposit: All special orders require a minimum of 15% non-refundable deposit before the order can be placed with the manufacturer.   Non-Cancellable and Non-Returnable: Cancellation of the order by the customer results in the forfeiture of the deposit. Once you have taken possession of the merchandise, it cannot be returned for any reason other than a valid warranty issue.Grand Home Furnishings 30-Day Total Satisfaction Guarantee, which you saw on a commercial and shows also on our website, explicitly excludes special order items, discontinued items, and damaged/floor sample merchandise from being returned. We understand that after taking possession of the chairs, you changed your mind and wished to return them. Our manager reviewed the situation and, despite the signed agreement, offered a one-time exchange for any other furniture in our store to help accommodate your needs. As you declined this offer, we then extended a courtesy refund option, minus a 20% restocking fee, due to the special nature of your order. This fee is necessary to cover the costs associated with reselling custom-made items at a discount.

  Customer response

  06/17/2024

  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. Regards, ******* ****  This was NOT a special order, as they had the same chair on the floor, also their television advertising does NOT state that there will be a charge to return the merchandise.  This is not the way a customer should be treated.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Agreed to purchase an item of furniture from the business on 12/03/2023. Sales Representative informed us of a promotional offer consisting of 24 month, 0% financing for the furniture item we agreed to purchase. We completed the financing application and purchased the furniture on 12/03/2023. We received our first bill from the financing company and the promotional offer we were promised was not mentioned in our billing statement. We filed a claim with the credit company to look into the promised promotional offer from the business. Once the claim was completed, the credit company said that they were not provided any documentation from the business about the promotional offer. I spoke with the business about this promise of the promotional offer and they informed me that the sales representative that assisted us was a new employee and did not know that the specific credit company did not accept the promotional offer. I was not told this about the credit company by the business when agreeing to purchase the furniture from the business. The business informed me that the credit company has asked for a signed agreement between the business and I agreeing to the promotional offer. I was told by the business that they can not furnish such a document and there isn’t anything they can do to give me the promotional offer they promised me at the time of the sale. The agreement with credit company is for 6 month, 0% interest with a 34% deferred interest rate. I would have not completed the purchase with the business if they would have informed me that we were not receiving the promotional offer. I feel as I was lied to or information was purposely withheld so that the business could complete the transaction.

  

  Business response

  04/29/2024

  The manger contacted Mr. ****** and spoke to him about different options to help correct the problem, they have come to an agreement that works for both parties and he will be into the store to complete the paperwork once he has been approved for financing.

  Customer response

  05/01/2024

  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased couch on October 27, 2023. Around 1st of February I noticed that the material was wrinkled on the side. Not something you could see looking straight on. Felt the wood and thought the wood had slipped. Contacted the company and they sent a tech out and he said that the couch was broke and he could not fix it in the home. He stated that he felt the couch had been dropped. He stated that it probably occurred at the warehouse. He said he would have the company contact me. I waited and no contact. I called March 15th and was told by a girl at Grand home Furnishings that she could not find any documentation but that she would contact me back. Still no call. On March 22nd I called and a girl told me that she was told that the couch would not be warrantied. She gave me the number to the service department and I called and spoke with a man who said he would look into it and call me back. Again I waited and today March 29th I called again and the girl said service department was out. She stated that her boss told her that the couch was not covered and the girl told me to reach out to service department tomorrow. I have reached out so many Fridays(Thats my weekday off from work) that I feel I have reached out enough. I didnt break the couch. The boys from the furniture company that delivered the couch didnt drop it. My husband and I were both here when they delivered and we paid the boys to bring the couch thru the door which is only approximately 6 foot from where the couch was placed. I have purchased of Grands home furnishings before and no issues. Like I said looking at the couch you would not see it but who wants a couch that the tech said was so broke in the back he could not repair it while he was here.

  

  Business response

  04/02/2024

  An exchange has been entered for the customer and scheduled for 4-4-24. Customer was very happy with that exchange and said that she would contact BBB and close the complaint.

  Customer response

  04/05/2024

  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

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The cord connecting the power base was defective. They did put my bed together but was unable to test it because the remote had no batteries. Unfortunately everytime the cord was touched the lights would flicker. I had to raise my bed to check why the massage was not fully working. The cord with the prongs was missing a prong and the one prong was cracked. You could not put the cord back. I texted Grand Piano and they replied. When I called the store I was told they don't service my tempur pedic ergo adjustable base. I find this really horrific treatment. They can put the cord on my base but can't put a replacement cord on my bed. I have severe spinal stenosis and degenerative disc disease in my L4, L5, and S1 disc, severe reflux problems. That is why I purchased this bed. Now I have to contact the company for service. I havent had this bed a year and I paid cash with my debit card. I just needed a replacement cord. This store is rude and only cares about the cash. I am 66 years old and need my rest. This is no way to treat a senior citizen.

  

  Business response

  03/21/2024

  I have reached out to our warehouse near her location to see if they could assist Ms. *****, one of the warehouse mangers contacted Ms. ***** to see exactly what was needed for her chair and were able to locate the part, then scheduled a time for a technician to go out and replace the part. On 3/20 the technician went out and replaced the part and made sure everything was working properly. He said that when he left she was very happy with everything.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grand Home Furnishings/ ********* **** has been trying to charge my account illegal made-up late fees. I do not owe this company $739.31. The balance of my account is $118.00. I have enclosed copies of all my payment receipts and a letter explaining this issue. This company has been changing the payment due date on my monthly statement so they can charge me illegal made-up fees. In the past, I have filed a complaint against this company. BBB complaint ID **************, 09/08/2022.

  

  Business response

  02/19/2024

  ********* was contacted to get information and received this response:********* pulled up all of Mr. ******* statements and did a review of his account.Based on what I can see on the statements, he paid several payments on/before his cycle date causing late fees and FCs. We refunded 3 late fees in an attempt to assist. Mr ***** continued to pay only $42 each month, rather than the full minimum payment requested which caused more late fees and FCs. In November of 2023, the account charged off as bad debt.Attached to this email are the payments/statements that Mr. ***** paid at the ********* location. Also a snapshot of what ********* has. They also said that they have a complaint about this and will writing back a formal response to Mr. ******* complaint.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I recently purchased furniture from this company, I bought the warranty that would replace the furniture if there was any damage. They made it sound like the warranty was through them. After a year with the furniture, the zipper broke off of the seating sofa cushion. When I contacted the store, they told me I would have to file a claim through a company called * **** *******. I was told that you can only file through their website because you have to upload pictures of the damage. On Aug 30, 2023 I filed the claim through their website. Their website is terrible, and looks like a scam site. It has only one page, no information about the company at all, and the site had multiple broken links. After hours of trying to get their site to work and file my claim, I finally submitted one....although their site created several entries because the "submit" button was broken and caused the claim to submit 6 times. After a month of not hearing anything, I checked their website again, tried submitting again, tried calling the only phone number I could fine, and clicked the "contact an agent" button to send them an email. Still no response. Today, 2/2/24...6 months later, I am still trying to contact someone or get any type of response to no avail. The warranty is a scam, and just a way for them to make extra money from their customers. The warranty company does not exist from everything I can find. The website is **************** 

  

  Business response

  02/07/2024

  We contacted ***** ********, a third-party company not associated with us, and were given the following information. The customer requested that his preferred method of communication was to email ******************* to ***** ********, and pictures were uploaded onto the portal.  In the claim's damage notes, the customer stated that the zipper was coming off the seat pillow and the back pillows had lost shape. A Priority email was sent on 1-9-2024 reaching out to the customer and no response was received. Another Priority email was sent on 2-2-2024 saying that the claim would be denied due to normal wear and tear, which the protection plan does not cover.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a mattress at the Grand Furniture in ***********, ** on 07/01/22 along with a bedroom suite. The mattress after a few months started to "sink" in the area of where my hips lie. I am not overweight and have never had this happen. Returned to the store, the salesperson, ****, suggested turning the mattress top to bottom. After a few months, it did the same in the area where my hips lie. I went to the ********** ******** and brought pictures. The pictures prompted a home visit putting a string and small block stating that unless the mattress has depressed 1.5" or more, nothing can be done. It doesn't happen until I lie in it, so although that may be a manufacturers guide to replacement, it is a scam as I can no longer sleep on it as when I lay down, the mattress actually depresses more than 1.5". I have a defective mattress and after 20+ years of purchases from Grand, no more. How awful to have a mattress that is defective and I am out $1899.00. Shame on them for not honoring a replacement of an obvious defective mattress if they do not do so. Sales Order # **********

  

  Business response

  09/01/2023

  We are very sorry to hear the customer is not happy with the mattress. We did make a service call to measure to see if we could return this to the manufacturer due to any manufacturer defined "defect". The service call results did not meet the manufacturer's guidelines for them to allow it to be returned for credit due to 1) The law tag had been removed and the customer does not have it. This is a global guideline with almost all bedding manufacturers.  The Law Label attached cannot not be removed.  If it is removed, this voids any warranty. 2) The measurements our service team took of any dipping of the mattress did not meet the manufacturer's guidelines. If these guidelines had been met, Grand Home Furnishings would have gladly been able to return it for the customer and issue the credit from the manufacturer. Grand Home Furnishings does offer their own Comfort Guarantee which the customer declined to purchase with the mattress.

  Customer response

  09/11/2023

  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. My response is attached. Thank you,******** **** 

  

  Business response

  09/15/2023

  Our *********** Store Manager will be reaching out to the customer for making a reselection with a discount offer.  Due to the law label missing, we cannot return the purchased mattress to the manufacturer.

  Customer response

  09/15/2023

  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. When, and if, Grand Furniture removes and replaces the defective mattress, then I will agree that this complaint has been resolved. Just because the comment is that the Grand Furniture store states that they will contact me for a mattress, that has not happened, and until it does, I will remain hopeful that it will happen. Thank you. Regards, ******** **** 

  

  Business response

  09/28/2023

  Our general store manager called the customer at this number ###-###-#### on 9-14-2023 from the store and left a message for Ms. **** to call her.  She also called once more from her personal cell phone while on vacation and left a message for the customer.  Grand Home Furnishings' offer to resolve is the same. We can sell the customer another mattress at a discount.

  Customer response

  09/28/2023

  I only have the one phone and have gone back and reviewed all messages, all numbers called to my phone and even listened to voice mail messages and there has been no messages from Grand Furniture regarding this issue. Is someone called, they did not call me. I will call the General Manager at the ***********, **** ******** store to discuss. At this time, I will continue to try to get this resolved. Thank you,******** **** 

  

  Business response

  10/17/2023

  The business did not get a chance to respond to the BBB, but the consumer has notified the BBB that the complaint has been resolved.

  Customer response

  10/17/2023

  Goof Morning. I wanted to give you a final overview of the Grand Furniture complaint.On Friday, October 13th, Grand Furniture delivered a new mattress that I selected a few daysearlier and paid an additional $600.00 to replace the damaged mattress which they picked upat that time and exchanged for the new one. As far as I am concerned, this complaint is satisfied. Thank you,******** **** 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim # ****** on a recliner purchased thru grand furniture. Grand was rude and dismissive of their responsibility. The warranty company will not return phone calls after the first one. I only wanted verification if they needed any more information and if I am on the schedule for repair. Put on hold and then only voicemail with no return call made.

  

  Business response

  05/08/2023

  On behalf of Grand Home Furnishings in ************, we extend our sincere apologies for any rudeness you experienced with our staff or with the staff of our Protection Plan company.  Our store management and office reports that they have been in touch with you to help you file your claim.  The Protection Plan company also reports that they are working on getting a service technician scheduled for your claim.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It hasnt been 5 months since we exchanged my grandmothers lift chair that didnt even last a year for a display that was delivered to my house. Support checked it out sometime in August and came up with the conclusion that the 2 head rest motors needed replaced and we would be receiving them in the mail. Well It is now December and we still have not recieved either motor. Ive been calling the protections plans customer service number for weeks now and they keep giving me the run around telling me they will call back and never do or tell me to keep patiently waiting. Beings that my grandmother is an obese handicap senior citizen who practically lives in her lift chair 95% of her life. This would be an urgent matter and the technician also witnessed that when he came to check out the chair. No motors = No recline so therefore her legs and ankles are starting to swell up really badly PLEASE HELP!!!!

  

  Business response

  12/07/2022

  Our general store manager reached out to the customer last week and advised her that the parts will be ordered as soon as possible. He reported that our customer was happy about this and glad to know someone is taking care of the matter.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a sectional at Grand Home Furnishings in early 2021 which was delivered in May 2021. We also purchased the additional protection for approximately $200 by recommendation of our sales rep, *******. By early 2022, the seems of all cushions have been torn, despite light use of this sectional. I contacted the warranty site in July 2022, but they said that seams are not covered, nor is pet damage. Our dog chewed the cushion after the seams ripped only because it was exposed. We were not hoping to replace this. GHF has refused to replace the cushions or cushion cover, despite having this additional protection that was up sold to us. They refused to produce a copy of this agreement with us. The manager was unable to even sell us replacement cushions because we do not have the serial number to the sectional. We are stuck with a 18 month old sectional that is an eye sore.

  

  Business response

  11/01/2022

  Prior to this complaint, our Store management had spoken with customer concerning the claim denial with the Protection Plan Company due to pet damage in August.  They had requested more pictures, copies of the law label that have the serial numbers on them in order to get new cushion covers ordered.  Just since this complaint was filed our Store Manager has been in touch via email since she could not reach him by phone.  She has asked for more pictures and been in touch with the manufacturer and arranged to order new cushion covers and have them shipped to him at no charge to his current home in **.  This is a one-time courtesy replacement.  He also has been sent a copy of the Protection Plan Terms and Conditions which explain why his claim was denied. We believe this should satisfy his suggested resolution in the complaint.  We have no timeframe on how long the cushion covers will take.

  Customer response

  11/01/2022

  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, ****** ******

*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. ↩