ComplaintsforGrand Home Furnishings

• 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, ****** ******

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 pcs of broken furniture covered under warranty. warranty company came to review, attempt repair back in August. One pc was fixed, according to rep, 2nd pc the rep never entered info on report so have to have another svc appt. multiple calls for appt info. several emails with no response. called again 9/23/22 and was told that the svc comp would not be calling VA appt until at least Oct. Paid over $2000 for couch. Customer svc on the part of Grand is not good. Only help they give is to give a phone #. Warranty co reps are rude. I am very frustrated. this is a lot of money to spend. i want my couch fixed or replaced or my money back. I was told by warranty co it could be a few months before they have anyone to come out again.

  

  Business response

  09/29/2022

  We have contacted our ******** ********** **** company concerning the customer's complaint.  They have since been in touch with the customer and offered a full replacement for the piece that is still broken.  They advised us the customer has accepted this full replacement.

  Customer response

  09/29/2022

  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. I finally spoke with someone at the warranty company however they didnt know anything about a replacement credit. I then received a call from the original person who called and got an email this morning with the info that I need to take to Grand.  Regards, *** ****

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased two rocker recliners (one for $599.96 and one for $699.95 on 7/5/2019 and a warranty plan for $179.99.) The rocking mechanism on one of the recliners wore out , so we contacted * **** ******* ( Grands warranty company) on Dec 3,2021 and opened a claim for repair. Almost a month later, on Feb 2,2022, we received a call from ******* ********* ****** ( Their "local" service company out of **** ******** ) to schedule a service call. They finally had a technician in the area (over 80 miles away at the scheduled appointment time !). He said he could not make it , so he just ordered the part. After multiple calls to * **** *******s and repeatedly being told the part was on backorder,, we received a call from Grand Furniture's warehouse in ************* ** on July 14,2022 and told us the part was in and they would send it to the *********** ** store (over 35 milers away ) for us to pick up. I called them and told them I live in ********* and that the ********** ** store was the closest location to me. The ********* Grands called me on July 16, 2022 and said the part had arrived there. * **** *******s wants me to pick up the part and then call them. After all of the hassle and playing phone tag, we are tired of the situation and just want a refund of the cost of the warranty ( $179.99) The repair people should pick up the part themselves when they do the repair, but who knows how long and how many calls that will take. Thanks for your help in this matter. ******* ******

  

  Business response

  08/04/2022

  We have contacted our Protection Plan Company and together reviewed the history of your claim.  We sincerely apologize for the time this matter has taken as well as your inconvenience of having to call, wait and not get serviced.  As a general rule since 2020, repair parts have taken quite some time to arrive after getting ordered. The delay in getting the appointment with a resulting no show is inexcusable on the part of ******* ********* ******. The * **** ******* Protection Plan company has offered a full replacement credit for your claim instead of asking you to wait yet further for the repair of your rocker recliner.  The credit will be issued to pay for your reselection of a new rocker recliner.  We feel this would be best instead of issuing a refund of the price you paid for the Protection Plan since you would still be left with a broken chair. Again, we sincerely apologize.

  Customer response

  08/04/2022

  Due to the fact we were tired of waiting for the repair of the chair,we purchased a new one to replace it. That still does not absolve Grands for selling a substandard, defective product. As we have no desire to do any future business with them, with their overpriced,poor quality furniture and service,we request a full refund to the credit card used for the original purchase or a certified check. Then we will consider this resolved. Thanks. 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, ******* ******

  

  Business response

  08/08/2022

  We will refund the $179.99 the customer paid for the Protection Plan.  The customer also has a store credit for the replacement price of $559.96 for the chair issued by our Protection Plan company.  The credit can be used for any furniture of their choice and it expires 2-3-2023.

  Customer response

  08/08/2022

  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. We will take the $179 we paid for the warranty,but we will not be using the store credit as we wish to have no future business dealings with them. After the $179 is refunded,we will consider this resolved in full. Thanks.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a luv seat on around May 2021. The luv seat's frame has cracked.

  

  Business response

  07/20/2022

  We cannot locate an Order for a loveseat from 5/2021 for this customer.  We do see an order from 11/24/2020 for a loveseat purchased AS-IS, no returns, no exchanges most likely a floor model from our store floor.  If this is the correct order, the customer purchased the Platinum Protection Plan that might cover this crack reported in the frame if it was just noticed in the past 30 days.  Please call ************** ******** **** * to file a claim with them.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a couch & loveseat from grand. We paid cash $3,000. for the set. PLUS we paid almost $400.for the extra insurance!! We ordered it round September 2021, it was not delivered until round end of January or first of February 2022. The first one they delivered was ripped by the movers so they brought another one month later. A MONTH after we got the set the motor started messing up and it is broke down in the seats!! I called Grand and they sent someone to look at it. The first repair man said they were going to try fix the problems, he said it would be bout month or so for parts. While we were waiting on them to come fix it the couch and loveseat continue to have more problems. We waited 2 months and no word from Grand I called to see what was the hold up and to let them know bout the other problems with the set. The manager sent another repair man out to see what else was wrong with set. The second repair man said he recommended that the set be replaced after he came to look second time, due to problems with my leg and couch breaking down!! Now during all this I had 4 heart attacks and then I had my right leg AMPUTATED up above the knee!! The couch hurts my leg the way that it is now. After paying $3,000. for a living room set that tears up and breaks down after just one month of use, then that couch is a piece of crap! The insurance says that they will either fix the problems or REPLACE IT! I told manager of Grand I wanted to exchange the set cause it hurts my leg where it is broke down and after just one month of having it and it breaking down was no good couch! The manager said they wouldn’t exchange it even tho we paid an extra 400 for the insurance! I told Grand I was going to get Lawyer and she said since I mentioned getting lawyer that they can NO LONGER TALK WITH ME!! Also I forgot to add that the last time manager talk to me she told me to call the insurance company that we had the policy with. The insurance company said that GRAND WAS RESPON

  

  Business response

  07/18/2022

  We have record of an order in the name of ******* ******* which was purchased and delivered in September 2021.  If this is the correct order, the "Oops" Protection plan coverage ( not Insurance ) was purchased for $230.00, not $400.00.  We have sent our service techs out several times to work on the repair of the furniture for this customer and we have an open service order with parts on order - seat cores for the loveseat and seat cores as well as mechanism for the sofa.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of February 2020 I purchased a queen sized Serta cooling foam mattress and the high profile recommended box spring, not two weeks later I had to make a claim for a replacement box spring as this “box spring” is made up of rough cut (scrap looking) extremely knotty strips of lumber that are not more than 2’’ wide which I find completely unacceptable quality wise. Then again I had to make a claim in April of 2022 and now in June of 2022 it happens again which I call to make claim and told I have to make a Service appointment so someone can physically come and look at the boxspring that is broken before any decision will be made so I said fine and two weeks later I get a call to schedule an appointment which was in the middle of the day when everybody is at work and away from home so I could not keep that appointment she told me I would hear back the next day and now it’s been a week and I’ve heard nothing

  

  Business response

  06/27/2022

  We found the order last week after some searching.  The managers reached out and have responded that they will be exchanging the boxspring for the customer on 7-1-2022 and she is happy about that. ****** *****VP - Director of Store/Customer Support, 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a recliner/lift chair from Grand Home Furnishings located in ********** ********* in July of 2021. The hydraulic in the chair was not working properly, which caused the chair to not lift. I am disabled and I need a lift chair in order to get up. I called Grand Home Furnishings, in ********** ********* and explained the problem that I was having and the person whom I had spoken with reassured me that it would be taken care of and that someone would be sent to my home to observe it. The first employee came to my home and looked at the chair and said that it needed a new hydraulic, after he had left, I had not received any updates regarding the fix of my chair. I called back, the person I spoke with the second time, sent another employee to my home and he said that it was the remote that was causing the issue, which he fixed, which lasted about a month until it broke again. The employee that came the first time came back to my home and had a hydraulic part that would fix my chair, which he then installed, that came from another chair. He explained to me that he would order a new hydraulic part, which I have yet to receive and that has been since the employees have came to my home in August or September of 2021. I have called them multiple times and the employees that I speak with always say they have to order the part, which is never done. Now, the remote has bare wires showing and I called them and they said that the repair employees would not be in until Tuesday, April 5th of 2022.I called today, April 6 of 2022 and the person I spoke with said that the repair employee was not in today and the employee took my name and number and said that the repair employee would be in touch. A neighbor, who isn't a professional electrician, came and put black electric tape around the wires, which is very dangerous. I have had nothing but trouble out of the chair I purchased from Grand Home Furnishings, as well as the company itself. I am HIGHLY disappointed!

  

  Business response

  04/13/2022

  Our service technician as well as myself have been out of the office and did not receive this complaint earlier until this week.  Our Service Manager at our **** warehouse had informed customer on April 6, 2022 (the same day complaint was filed) that he would order a new remote for her lift chair.  Customer has called us this morning about the issue again even though the remote is on order.  Our Service Manager has a remote to take to her today to get her lift chair operating properly.

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