ComplaintsforWalker's Furniture & Mattress

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arrived and assisted by ************** say hi ** delivering a load to you she was familiar with the materials directed me to dock at door 16 after 30 45 min I go back inside say hey ****** Im team driver I see that the material is floor loaded and not palletized me and my codriver could assist with offloading if wouldnt be problem we could help you guys were a team we work together she then told me there would be a guy come out to truck to talk to me I went back to truck guy comes out say your appointment isnt until 1:00 at the time it was 11:15 approximately I say yea I know were early we can help you guys unload its two of us I see the material is floor loaded the guy say I have a 10:00 appointment 11:00 appointment there both late but I have to still give those guys more time to arrive they will need this door I say since Im early and there late we can help you that way I dont have to redock as instructed afterwards the guy says let me give these guys a little more time to arrive maybe 10min after the late driver arrives go inside then this employee comes out the warehouse in such distraught disarray disrespectful using profanity harshly swearing at my co driver I stepped out of the truck with my camera rolling in fear of protection also was very badly talked to I dont know if because Im a woman or that Im a Black woman after the first video I waited for unloading went to shipping and rung bell ask to speak to someone in higher authority to get the name and id #s of the employee to report the behavior of walkers staff the guy came the door and told me to f*** off in those exact words and immediately slammed the door in my face I then contacted broker in which it was after hours so everyone had left the office which left me with no other choice but to contact local authorities that is in the second video the disrespect inhumane unprofessionalism behavior I have video but it want let me upload

  Business response

  03/25/2024

  Hello, 

  This is a disgruntle freight driver that didn't listen to the instructions by our warehouse management team. We don't have an ****** at our front office that would have instructed them to go elsewhere. We have reported this behavior back to their broker and they are handling this with their legal department. At this point, we have now reported this freight driver to the local authorities along with requesting they do not return to our place of business. If ****************** does return we will have no choice but to get a no trespassing order against her along with a no contact order due to her continuous harassment towards our employees.

   

  Thank you,

  *******************************
  Operations Manager
  
    

   

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings,I purchased a **************************** from Walkers Furniture on 06-15-22. The mattress was $899. I called to report the mattress was sagging after using. Was told by ******* to sleep on it for *********** would be okay.Beginning November 2023, bed fell apart. I called Walkers & spoke with ******** & reported **************************** issues. She advised I wait for bed to be fixed, & then sleep on mattress to see if this would work. If not she would send a technician out to fix it.Bed was fixed. I called ******** 11-27-23 stating fixing the bed did not work to fix the mattress. She said she could send a tech out, or I could take pictures. Since my concern the ***************** would not show up on pictures, she said since the warranty would not cover it if it wouldnt show up on the pictures, she would send out a tech in about a week to check the *********************** ********* would call to schedule a technician visit.Since I did not receive a call, I called Walkers on 12-01-23 & spoke with *****. She said she would check with ******** & see if they got me on the ************** would call me back. I asked when would she call me back? She said as soon as I hear from ********, I dont know if she is in a meeting or not. No call. I have a warranty on both the ****************************.

  Business response

  12/19/2023

  To Whom this concerns,
  We have brought this situation to our service manager who directly oversees the mattress warranty department. She will make sure that a call will be made to you today, 12/20/2023, so we can get a technician out to your home as soon as possible. We apologize for the lack of communication with you from our service department. If you have any concerns that are not addressed going forward, please feel free to contact our administration team. 
  Mea *******
  Service Manager
  ************
  or 
  *******************************
  Operations Manager
  ************
  Thank you, 
  Walker's Furniture Administration

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A year later and Walkers will not call me back and has been playing the run around game. I brought this to their attention 3 months after buying the mattress but since I paid for it all up front, instead of doing a payment plan they have not stood behind any of their warranties or fixed the damages that they caused. I made the mistake of buying a nice queen *** frame, a new ***, and a very expensive pillow from Walkers Furniture in *********. I paid several thousand for everything up front. I made sure to check and see if I would need a box spring for this frame and was told that I wouldnt because its a platform ***. I paid extra to have them come set up and remove the old mattress. They left the old mattress and fast forward 3mths, I cant sleep without being in severe pain because there is a huge dip in my mattress. I pulled my mattress off to check the frame. They didnt bother to s**** the slats down or the bolts on the entire *** frame, the middle support legs were missing and the slide out drawer is completely broken, and the slats are bowed and some of them broken from the lack of middle support. I call Walkers as I have a year warranty and they came and replaced the drawer. Im still missing 4 legs of the middle support and my slats are all bowed still. On top of this, my mattress warranty is void because it doesn't cover lack of frame support. And Walkers has refused to step up and cover it when they are the ones that set up the *** frame and ruined the mattress. I am now stuck with a $1,000 mattress that has a huge dip in it and is so painful to sleep on that I sleep on the couch. I have to replace my thousand dollar mattress now and fix my *** frame and pay to replace the slats and middle support legs. . Even the service guy said that it was because of the install job on my *** frame and my mattress was damaged from it. I contacted Walkers 3 months after I bought the mattress because it was getting uncomfortable, 12 months later it's complete garbage

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a sectional from Walkers Furniture and purchased the warranty as well. In January 2022 one of the recliners on the sectional broke. I filed a claim with Montage Furniture (warranty company) and after two months they had a guy come and look at it. I didn't hear anything more on it for a while and finally was told it couldn't be fixed and they would offer me a cash settlement or I could pick out new furniture at the same price I paid for the sectional. This all started in about May 2022 and I still haven't heard from Walkers Furniture or Montage Furniture. I have left messages with the woman that handles the warranties at Walkers Furniture ******************** including the manager and no body will will return my call. I have filed a complaint with the BBB against Montage Furniture, who provides the warranty.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July 2021 my husband and I purchased a living room set, bench, extra couch, coffee table, and 10% down on a dining room set. We also paid for one year of white glove delivery service and for the five year premium protection plan. On 2/26/22 we paid the remaining balance of $2597.99 for our dining room set and to be delivered on 3/3/22. The total we have paid for all furniture, delivery, and protection plan is $6300.54 Upon delivery all but two pieces were damaged, including a small ***** in the table top. They had us *** the furniture to use while they reordered, and we ended up going through multiple deliveries to get two new chairs, a new bench, a new curio, and trying to get a new table top. After multiple issues they finally suggested to have someone come out to repair the small ***** in the table top. We agreed so we could finally be done with the issue. The repairman came out 4/13/22. He was annoyed with being asked to wear a mask to protect our infant and toddler and booties to keep our new area rugs clean. As he was near done with his repair he was going to use spray lacquer to seal the repair. My husband requested protection for the rug below. Instead the man said Im done and the repair was good enough without sealing and left. When we requested for them to come out and finish the repair, they refused. They said we could take the table as is, or return just the table. I asked for a percentage off as well as a return on the premium protection we paid for as they are refusing to repair. This was ignored and they refused to speak about the fact that the job was not finished and putting us in a hard place all because we wanted our new rug protected.

  Business response

  04/14/2022

  To whom it concerns,
  

  We worked with Mr. and *************** for most of the month of March and part of April to correct any of the issues they were having regarding their dinning set.After going through 5 different deliveries/exchanges of dinning chairs, table tops and other items we decided send out a furniture repair technician to address the last item which was the dinning table. This particular set is a rustic, distressed looking set and is known for having imperfections within the finish. We wanted to do what we could to accommodate their wants and needs.After speaking to our technician and other staff members assisting in this matter we notified Mr. and *************** that we didn't feel that we would be able to adequately address any of their concerns due to the nature of the set. Mr. and ******************* expectations were more in line with a flat finish dinning set instead of a distressed looking set. In addition, with the escalation of behavior between ************** to our service Technician we didn't feel it was in the best interest of our employees to continue to try and additional employees to try and solve any of their concerns that *** not ever make them completely happy with their purchase. At this point I got involved and offered them 2 options:
  

  1-Keep the table ASIS
  2-Return the Dinning set for a full refund for what they paid for the dinning table
  We have given them save 7 days to respond to the offer which is dated (4/14/2022)
  

  The customer has yet to respond to the response. 
  Walker's Furniture has done what we can and feel we have gone above and beyond to correct any issues with Mr. and ***************. 
  Our offer still stands please feel free to contact us. 
  

  Walker's Furniture
  Management

  Customer response

  04/14/2022

   
  Complaint: 17025547
  
  I am rejecting this response because: *********** is choosing to take a stance that we have never even brought up. Our love of the whole set is because of the natural wood to it with knots and different colors to the staining. The problems we have as is the fact that the furniture has had actual damage upon delivery where the wood was gouged to a point of seeing exposed wood. Even as the delivery drivers came out they pointed out the same issues as us. One of the table tops that they tried to deliver was split open even. This is why we finally decided to just have the ***** and exposed wood repaired. My husband did not have any conversations with the repairman when he came out besides asking to wear a mask and booties, if he needed anything, and then asking to put something down to protect our rug. Never have we expressed we wanted furniture that was smooth and sleek. In fact, we expressed many times that we loved the rawness of the furniture. We just did not want it already damaged. They have refused to speak about anything but what they have decided. If this table were on their floor as an open box, it would be discounted even further than just giving a small discount to us. And they have proven by refusing to work with us on repairing the issue that the protection plan would be something that cannot be used properly, which is theft towards taking money from us that they then refuse to repair issues. It is fraud to have someone pay for a protection plan that you refuse to let them use as intended. Which this repair is not even part of the protection plan that we paid for since it was damaged upon delivery.
  
  Sincerely,
  
  *************************

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