ComplaintsforFoothills Family Furniture

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OK in 2020 I found myself in need of furniture i searched and looked and came across this business. I picked out my son's bedroom suit as well as mine and I purchased it paid for his in full and started payments on mines. Upon deliveries of my son's bedroom suit I noted some issues with the bed II had not unpacked the dresser's as the situation there was no room for them I said I would unpack them up later and if anything wrong I'd let them know own ASAP which I did Once I got everything in-and-in place I noted damage to the bed headset and the drawers I called them and they said being family foothills would replace the furniture. I needed to send them pictures and documents of which I did so we could get the process started. It is now 2022 there has been no resolve I have been in the store once a week since I turned the information over inquiring how and when i was getting his furniture processed/replaced. Every time I come in or call I'd get the person I'm supposed to speak with unavailable until Wednesday, or submit the information again they lost, they had to start all over again overgain system change every single time something new communication issue there It is now 2022 their there has been no resolve I have been in the store about once a week since I turned the information over asking what going on. Wheres the furniture dates being replaced same run around. I finally got answers2 yrs later with furniture unavailable. They offered money but not what I paid so I can just purchase another set. I tried calling Acme and Foothills and they keep pointing me back to the other party giving me no resolve. I need my money refunded IN FULLand then can come get this broke stuff out my house so I can purchase my son a working bedroom set the timeline is on them. 2 years too long and I am tired asking for editional help.

  Business response

  12/07/2022

  Better Business Bureau
  Complaint: 18368005
  
  This customer purchased a twin sized bookcase bed, dresser,and chest on June 6th, 2020. These items were delivered to the home July 4th, 2020.  Foothills Family Furniture received pictures of the damaged items on July 29th, 2020 at which point we forwarded these onto the manufacturer for evaluation / exchange approval.  At this time, both Foothills and Acme (the furniture manufacturer) were very short staffed, as the Pandemic was still affecting both businesses. 

  
  The manufacture did authorize replacements for all damaged items;however, they did not have any available in their ********** warehouse.  At this time, we were waiting for the factory to open back up and start producing furniture. Unfortunately, unknow to our company, this particular factory in ******* never was able to reopen.  The items that were originally purchased were no longer being made and we could not get the replacements that we needed.

  
  Our service team should have followed up on this sooner.  Since we had not heard anything from the customer the service was file was overlooked. Until April, 2022; when they came into the store to schedule and pay for a different order.  At this time, we reopened the incident with the manufacturer (ACME) and found out that replacements were not available. 

  Acme offered a partial discount to keep the items as is, and Foothills increased that discount to offer ***************** a 50% store credit so that they could keep the bed, dresser, and chest they had been using for close to two years.

  
  I understand this is not acceptable to *****************, and due to the lack of follow up by our customer service department through the pandemic.  I would like to let ***************** know that I can issue a full in store credit for all the affected items on this invoice. 
  
  Cordially,
  
  
  *********************
  Foothills Family Furniture

  
  

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a recliner chair from this business and the remote worked for a month then stopped working so i returned to the business and asked for a new remote. one had to be ordered well after several times of me going to the business asking about the remote, its been close to 2 years and i am still waiting for a remote for $1600.00 chair that i havnt been able to use. The last contact i made was 7 weeks ago the clerk told me he would personally bring the remote to me and install it in 2 weeks. 5 weeks later I contacted the cusiness clerk again and was told that the person incharge would call me tomorrow, he never called me. So Now im tired of waiting and would like my money back. All $1600 plus tax please

  Business response

  09/25/2021

  I would like to apologize for the extended service delay in regards to the power recliner purchased on 5/16/2020.  On 12/20/2020 we received the picture required by the manufacturer to order replacement parts.  This replacement remote was then placed on order 12/21/2020 with the manufacturer.  By default, all small size pars orders ship directly to the consumers home from the manufacturer.
  
  It wasn’t until August 5th, 2021 that we were made aware by the customer this problem had not been resolved.  At that time we reached back out to the manufacturer and were notified the original shipment had been returned because of an “Undeliverable Address”.  At that time we requested the manufacturer send the part to our store location.
  
  This part was received the week of 9/12.  A phone call was made to the customer to schedule service but we were unable to reach her and there was no voice mail available.
  After receiving this notice, our technician went directly to the customers address on 9/21/21, still unable to reach the customer by phone.  The technician was not allowed to enter the building due to Covid Regulations.  The replacement remote was left with the front desk receptionist.
  
  Since then, our store has reached out to the customer but has not been successful in reaching her.  We sincerely hope this issue has been resolved.  If for whatever reason it has not, we encourage the customer to reach out to either one of our stores.
  

  With Regards,
  Casey – General Manager

  Customer response

  10/02/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

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