ComplaintsforAnna's Home Furnishings, Inc.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a custom-made couch from Annas Home Furnishings which would meet the smaller size requirements of our **** home. When the finished custom couch was delivered, it would not fit through the doorway to the room where it was to be placed. A quick measurement revealed that the couch frame was more than one (1) inch larger than our order specified. We immediately called Annas, whose knee jerk reaction was to state that custom orders could not be returned, and all such sales are final. We attempted to explain to them via phone and email that the custom piece did not meet agreed upon specifications and that the delivered couch was not what we ordered. Annas then advised that custom pieces might have acceptable tolerances of up to 1-1/4 inches. This was the first we had heard about such tolerances, either verbally or in writing on any of our documents. Had we been advised of such tolerances, we would never have ordered the piece. ******, the manager, further advised that we should consider taking off the door frame, or removing the window to get the couch in the room. This couch would not fit through our small window in the room. We would consider taking off the doorframe and removing the surrounding trim to fit the incorrect dimensions of the supposedly custom couch; however not at our expense.Annas did reach out to us and offered us two options to try and remedy this situation. The first, was $200 to remove and re-hang the door frame, which would only cover a fraction of what it would cost us to have a contractor do the work. The second, was to trade in our custom couch for one of the store's floor models. The floor model was not the color or fabric we wanted, contained an extra sectional piece that would block a closet door, did not include an ottoman, and we simply did not want a floor model. We would like Annas to return this couch and ottoman for a full refund, or pay for the full amount for a contractor to remove and re-hang the door frame.

  Business response

  01/31/2023

  We understand this customer's frustration in this matter. However, we do feel it is important to present all of the facts, because it is relevant in this situation:
  
  You and your husband came into our store to purchase a custom made sectional (a multiple piece unit). After discussing the details with your designer, you mentioned that you had a really uniquely designed house and small doorways. After deciding on one of our collections, your designer mentioned that there were even more customization options that allowed you to adjust the frame height, width, and length, however these would be additional charges which you stated you would rather avoid. Instead of ordering a three-piece sectional that had smaller components with the same overall size, you elected to go with a two-piece design instead to save on cost. Your designer then advised you to double check the measurements to assure that your pieces would fit going into your space. You left the store with a quote and measurement and stated that you would assure the fit before purchasing. You also then mentioned that your husband is a contractor.
  
  When you decided to purchase your custom sectional, in your choice of configuration, and fabric, you confirmed that the dimensions worked for your space. During the ordering process, your designer reviewed our policies with you and your husband, which clearly states (in bold) that ALL SALES ARE FINAL and ***** agrees to measure doorways and stairways before ordering, as seller is not responsible for merchandise purchased that is too large to fit. You did sign off on this policy in agreement acknowledging that you were aware of these policies. As you can imagine, custom pieces are unique to the individuals space and taste and are never created with the intent to resell, which is one of the main reasons we enforce the ALL SALES ARE FINAL policy, particularly on special orders. This is a common practice in our industry and most furniture stores have this exact same policy when it comes to special orders.
  
  On the day of the delivery, we received a call stating that one of your pieces will not make it through your doorway.  After speaking with your husband, *****, we were told that there was an issue with getting the *** sofa with return piece through the doorway. Since your custom sectional was handcrafted, each piece can vary slightly. Per your communication via email, the difference was not actually 1 as you mention here, but 3/8 of an inch. On your invoice the dimensions of your pieces are listed and actually slightly higher than than your minimum requirements. Even though 3/8 of an inch is within tolerances of manufacturers specifications. We empathized with your frustration, so we decided to go above and beyond and offer you $200 to have your door trim removed and rehung, since you were confident that this would be the solution to the problem. We feel this was a very reasonable offer and solution since handyman hourly rates are typically $50 to $80 per hour for self-employed contractors. You mentioned that your husband is a contractor so we figured this is something he could easily do within 2 hours.
  
  We contacted JL Deliveries and spoke to the owner of the company who was one of the two men that delivered your sectional. He stated (and provided photos and video proof) that the width of the door frame is not actually the issue, therefore, the ? or even 1 that you claim is irrelevant to getting the large 92 tux sofa into the room. The delivery company was able to get the other half of the sectional in, even with the extra ? that you claim is the problem. He stated that the issue is the overall length of the tux sofa which is preventing it from pivoting inside the hallway before even reaching the door. The obstruction is the length of the tux sofa being higher than the height of the doorway. This does not allow the piece to tilt vertically, which is required to pivot the piece in order to get the tux sofa around a sharp 90 degree turn. 
  We believe that customer service is of utmost importance to us, we also offered you our floor model (which you believed was a perfect fit and what your own dimensions were based on). Additionally, we offered a complimentary delivery/exchange (valued at $150) on the replacement floor sample sectional since you were confident it would fit and since JL Delivery was now familiar with your spatial restrictions. Despite the fact that the cost of our floor model is of higher value than the sectional you ordered, it is even in the same neutral color family, and you declined this solution. We believe this is because you became aware the back height difference of ? or even 1 was not the problem and you would face this same hurdle with the matching 92 lengths of the tux sofa portion. Therefore the problem is your space planning and length measurement as a whole. 
  We feel as though we have made every effort to go above and beyond to remedy the situation in which we have no fault in. However, we are willing to make an exception for you to allow you to return the sectional and ottoman with a 40% restocking fee. Since we will have to store it in our warehouse and discount it because it is no longer in the original manufacturer packaging. You will also be responsible for any costs associated with transporting the sectional pieces back to the store. We reserve the right to charge a higher restocking fee based on the condition of the returned products.
  
  

  Customer response

  02/05/2023

  Knowing that our **** home is dimensionally challenged, we ordered a custom couch that would fit within our doorways. The dimensions of the custom couch were clearly stated on the order/invoice. The crux of the issue here is that the dimensionally custom couch we received is over an inch higher than the couch we ordered. All other extraneous information, including false statements provided by Annas Home Furnishings are distractions and are irrelevant to the core issue.
  
  As we have stated numerous times and shown with a tape measure in the photos we've provided, this couch is more than 33 high, and we ordered a 32 high couch.  If the couch we ordered were delivered at 32 high, both pieces of this couch would have fit through our door by removing the legs and bringing it through the hallway.  It misses fitting by 3/8". If the couch were made to the correct specifications, it would easily fit with room to spare as we had measured and planned.
  
  To reiterate, the core issue here is that we ordered a custom-made couch to fit our room, and that was not the product that was delivered by Annas Home Furnishings.  The resolution we are looking for is our money refunded in full or material and labor costs by a qualified, insured contractor/********* to remove the door frame and re-hang the door.  If these options cannot be met, unfortunately, we will have no option left to us but to pursue this issue in court.

  ****** and *************************
   

  Business response

  02/13/2023

  The customer has done chargebacks on both of their payments. The furniture is still in their possession and an email has been sent to the customer informing them that they are responsible for returning ALL product back to our showroom in the same condition as it was delivered, no later than this Friday, 2/17/2023 by end of business day. 

  Customer response

  02/16/2023

  
  As ****'s Home Furnishings noted, we have disputed this with our credit card company.  ********'s request, we have already returned this couch to them on 2/14/23, in the exact same condition in which it was delivered. 
  
   
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• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a bunk bed on 6/13/2021. We found the bed has odor badly since delivered last Aug. We put some bamboo charcoal in the bedroom and hoped the odor might become better after several weeks. But eventually, it didn't. We called the seller for more clarification about the odor and complained about the potential health concern for our kid. But the seller didn't give any solution. We can still smell the odor obviously today whenever entering my kid's bedroom.

  Business response

  05/15/2022

  We have contacted the customer and offered them a re-selection for an in-store credit only. Customer has agreed and said they will be coming in to our store to re-select a different item. Customer is also aware that they are responsible for any re-delivery/exchange fees.

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