ComplaintsforWallaroo's Furniture and Mattresses LLC

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 05 2023 purchased a sectional promised delivery within a couple of weeks and nothing. Called left messages. They promised to get me the pieces they had in stock and use floor models for the remaining pieces with money back still nothing. Its been 2 months.

  Business response

  04/18/2023

  Hello ****************,

   

  We are still willing to offer a discount for the poor lead time offered at point of sale. You were promised 2-3 weeks on 3/5. Which should have been delivery no later than March 26th. We typically underpromise on all of our deliveries and overdeliver. However the sales person did not check stock before selling and part of your sectional was out of stock at time of purchase. We rushed down the pieces as soon as they got back in stock and we now have them ready to deliver. Please let us know if when you're ready for delivery and we will make a slot available. We are also still more than willing to offer a discount for the extra few weeks of delay.

   

  Best,

   

  ***************************

  President

  Wallaroo's Furniture

  Customer response

  04/19/2023

   
  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,
  
  ***********************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a couch here beginning of January 2022 for $3,000 and have yet to receive it, the quoted original delivery was the first week of April. The original salesperson promised me delivery to the room of my choosing, and now that the couch, 9 1/2 months later, is finally on a truck, they are refusing to honor that, stating that the salesperson no longer works there, so its not their issue. This company is predatory, fraudulent, and will say anything to get your money, and when any issue occurs, push you to accept a 75% refund and to go elsewhere. I wish I never purchased here and fell into their fraud schemes.

  Business response

  09/17/2022

  We shipped this customers sectional Monday 9/5. It should be in ******* any day now if it isn't already. We also offered a $300 refund for the miscommunication on the day of shipment and confirmed the customer still wanted the sectional before releasing it. No freight company will offer inside delivery and setup unfortunately. We only offer that when the customer is near enough to our store that we can send our staff to set up.

  Customer response

  09/21/2022

   
  Complaint: 18016430
  
  I am rejecting this response because:
  The current circumstances of arrival do not negate the fact that duplicitous acts were performed by the company. Despite what the opinion of the current team, the consumer should not have to worry about whether or not their sales person is employed by the company to receive everything they agreed upon purchase. Your salesperson spoke on behalf of the company, which is the liability you take when employing them. I was pressured again and again to take a 75% refund prior to delivery. Then pressured for a refund again after I notified them the delivery wasnt what I originally ordered. The sales manager ******* also gave me a direct line to call with any issues, ensuring me he was going to keep in touch with me throughout my order, and any message I sent or call I made was never answered. The lies this company is willing to commit to have been evident at all levels.

  
  Sincerely,
  
  *******************

  Business response

  09/28/2022

  Hello,

   

  What do you suggest as a reasonable solution for this? The product is delivered. I'm happy to offer a partial discount for the headaches or a full refund if you wanted to send the product back. 

   

  Best,

   

  ***************************

  Customer response

  10/03/2022

   
  Complaint: 18016430
  
  It seems your standard of business is to have the burden of work placed on the customer. You are happy to offer a discount but do not actually offer one. I would be happy to review any offer you think is appropriate for 9.5 months of waiting while you had captured my full payment. 
  
  Sincerely,
  
  *******************

  Business response

  10/16/2022

  Hi ****,

   

  We can offer you a $200 discount back to your original form of payment for the poor customer service. ***** should had set better expectations on delivery time. Let us know if we can process this refund to the original card or if you have a different card you would like the funds returned to.

   

  Thank you,

   

  ***************************

  Customer response

  10/21/2022

   
  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.

   

  Please refund to the original payment method.

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  UPDATE to below complaint. STILL no couch or refund! This is a follow up from my complaint in May. I was told in response to talk with the manger, ***************************, I been in contact with him on many occasions but hasn't responded to me in a week since I was told my couch would be here 7/29/22. I have many text messages that show they keep promising my couch and nothing! I asked for a refund and was told no, store credit, I told him I'm paying interest on an item I do not have; he did offer a discount on a couch I don't have yet lol! I purchased this as a set in November of 2021. I have 2 recliners that match nothing. I went to the store, there is nothing that matches or that I want. I was told when I purchased this it would be delivered to me in 2 weeks, this is fraud! They knew this wasn't in stock and sold it to me just to get the sale because he knew I wanted a set! Do not shop here, fraudulent sale tactics. I do not want 2 recliners that match nothing, this does me no good. I want a refund on the couch I don't have and a refund on these recliners. You can have them back! I never would have purchased separately. Tried to dispute w/ amex, purchase is too old. WOW BELOW 1st COMPLAINT NOT RESOLVED It is next impossible to get a resolution or even a call back. I have called customer service, the store itself, and main headquarters in with no resolution. **************** said they would call me back after they talked with warehouse, said they would call me back and left a message for the owner and after numerous voicemails and a text message, my local store won't call me back at all. I have checked on this in Jan, Feb, April and now May. I've been told its due to covid, shipping issues etc. On 11/23/21 I purchased 2 Italian leather recliners and a matching couch. The manager (KEVS salesperson on my receipt) told me the couch would be here 12/31/21. They sold me those recliners deceptively; I would have NEVER purchased them knowing I would never get my couch.

  Business response

  08/26/2022

  Hello,

   

  We called several times and did not receive a call back. A refund has been issued and should be in your account by Monday August 29th. Sorry we weren't able to get you the sofa sooner.

   

  Best,

   

  ***************************

  Customer response

  08/26/2022

   
  Complaint: 17712907
  
  I am rejecting this response because: I have phone records I'm willing to show, I will request the official ones.  NO ONE has called me, you did not offer a refund. I called my **************** and they did a charge back.  I paid for this in November and was charged interest for 9 months on a couch I do not have and 2 chairs that do not match a couch set. I was sold this deceptively,  that couch was not in stock. This was sold as a set! Last time I talked with your sales manager the middle of July he sent me a text photo saying my couch would be here July 29th and the showed me the shipping invoice. There has been no correspondence since. My phone records will prove that.  I would like a refund on these chairs that there is no couch to or my interest back at the very least.  THIS is terrible business. I will most definitely be opening a small claim if there is no resolutiom. I will also be leaving appropriate reviews on on all social media platforms so no one else has to go through this.  
  
  Sincerely,
  
  ***************************

  Business response

  09/06/2022

  We reached out to ******** and have found a solution pending pickup appointment.

  Customer response

  09/14/2022

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

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a recliner-couch on 5/26/22 the delivered it on 6/6/22 I noticed later that night that the recliner on the left side didn't work. I called them on 6/7/22 they said they would call back on Friday and set up a time to come out and check it out. I called them back on Friday afternoon they said they would be calling back in a couple of hours to set up a time. I called back Saturday morning to see what was up? they said they would get back to me asap. about an hour later, they called back and said it was as-is since it was bought out of their ding and dent. I told him ding and dent shouldn't mean doesn't work, I wouldn't have bought it if I knew it didn't work. so he tells me for $75 they would come and look at it and tell me how much it would cost to fix it. before I bought it I looked at the tag on it, under the damage description it said missing side to back and pull out the drawer. nothing about the recliner not working. they seem to be very deceitful. I would like a refund but according to one of the documents I can't get my money back after 2 weeks from the date of purchase. I contacted them before the 2 weeks but by the time they contacted me back the 2 weeks were up by 2 days.

  Business response

  06/20/2022

  Hello,

   

  Unfortunately everything sold from the ******************** is sold AS IS at large discounts. We do our best to **** every issue with it, but sometimes we can't tell everything wrong with it. If you'd like we could make an exception and exchange it for something else in ding and dent or use the merchandise credit towards something on the new showroom floor. Someone from our team will reach out to you via phone today to explain options and find a solution.

   

  Best,

   

  ***************************

  ********** Furniture

  Customer response

  06/20/2022

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

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint because it is next impossible to get a resolution or even a call back. I have called customer service, the store itself, and main headquarters in ************** with no resolution.Customer service said they would call me back after they talked with ************************ said they would call me back and left a message for the "owner" and after numerous voicemails and a text message, my local store won't call me back at all. I have checked on this in Jan, Feb, April and now we are in May. I've been told its due to covid, shipping issues etc. But today when I looked online to see if I could order it elsewhere, Wallaroos is selling it online! On 11/23/21 I purchased 2 Italian leather recliners and a matching couch. The manager (KEVS salesperson on my receipt) told me the couch would be here ion 12/31/21 estimated date and I needed to pay in full for the recliners and half for the couch. I was charged 2 invoices, one for the recliners and half for the couch I never received. Today when I called ************** headquarters the gal that answered told me manager/owner wasn't in and wasn't sure when he would be. She asked if I wanted to leave a message, I told her no I've left several and I would call back until I was able to get a hold of him, she told me good luck! It's been 6 months and I am paying interest on credit card for something I've never received!!!! AND they are still selling it online. They sold me those recliners deceptively, I would have NEVER purchased them knowing I would never get my couch, If I do finally get it, my set will look terrible because I will have 6-month-old chairs and a new couch. This is very deceptive practice. I would like my couch delivered, and my interest back. Or a refund on the chairs and I will return them and a refund on the couch with interest.

  Business response

  05/14/2022

  Hi ******************************* really sorry you havent received your sofa yet. We were expecting them to ship in Q4 of 2021 but the factory was shut down due to covid for several months. It is up and running again and we expect them to ship in late June. Still this is 100% on us. Im sure we can find a solution. Can you please give us a call and ask for ***************************. He will be able to give you some options and hopefully get this sorted. 
  
  
  
  
  Best,
  
  
  ***************************

*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. ↩