ComplaintsforTotal Warehouse Furniture, Inc.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa from store. Dye transfers onto clothing. I sent video and brought in clothing items as requested. My option is to have replaced at same price no refund offered as it is the last day to make a selection 12/31/22.

  

  Business response

  01/18/2023

  Thank you for bringing this claim to our attention, somehow we did not receive the first notification. 

   

  ****************** did bring to our attention that she was noticing a color transfer from her sofa. Surprised by her claim we did send our outside technician to her home to do an in-home inspection.  At the time of the inspection, he was unable to make or see the dye transfer himself.  We then reached out to the mfg. to see what they suggested as the next step.  ****************** had mentioned that she had noticed the dye transfer on her clothes, so it was suggested to her that she bring in for us to please see.  This sku # that ****************** purchased is one of the top selling sets from the mfg. and they have had zero concerns with dye transfer.  Their response was that for the color to be coming off ... the customer must be using something to cause the dye transfer, which would not be covered under the mfg. warranty.  Instead of telling ****************** there would be nothing further we could do to assist under the terms and determination of the mfg. warranty we offered a store accommodation to reselect with a 100% merchandise credit.  ****************** took some time to decide but truly wanted to just replace with the exact set you she originally purchased.  We advised against that because if she had a concern we would not want the concern to continue by just doing an even exchange.  SO as part of the store authorized reselection we encouraged for her to start fresh.  She did make a reselection with an upgrade and paid only the difference.  Total Furniture paid the independent delivery service the charge to pickup her merchandise and to deliver the new.  The first attempt to schedule the exchange she postponed on the second attempt to schedule ****************** confirmed the time frame for the exchange.  Upon arrival of the delivery service to her home there was no one at the address.  She failed to call and notify the store that she was called in to work and would not be available.  The exchange is now scheduled for Saturday, January 21st...which means that Total Furniture will now have to pay the independent delivery service a second delivery fee.  

  Total Furniture went above and beyond the mfg. issued warranty against mfg. defects since it was deemed her concern was self inflicted and not a mfg. defect.  ****************** may not have been able to get exact replacement as her original purchase but she was given full credit (no proration for time used or damage caused) to reselect and start fresh.  Total Furniture felt that working with ****************** was better than turning her situation in to a nasty battle, unfortunately her claim to the BBB makes our hope feel like a failed attempted.  

  We are not sure, at this point, what ****************** is asking for additionally because of January 21st ****************** will have new furniture in her home and starting over with a new one year mfg. warranty.  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a recliner for over $1,000 had a warranty for five years on the recliner the frame broke I contacted the company who handles the warranty montage. Started a claim back in September of 2021 they had a tech come out in October to look at the chair, they had to order a part for the share I was told it would be shipped to my house it is now January 27th and I still have not seen any part for my chair. I keep getting the runaround from Total furniture and Montage telling me that it could take an additional six months for me to get the part that means I have been sitting with this recliner of a lawn ornament sitting in my living room for almost an entire year. I paid for an additional warranty for absolutely nothing. Someone from Total Furniture needs to come and get this recliner and give me a refund due to the negligence and poor customer service. It is not fair to the consumer they have something sitting in their house that they cannot even use because the company that they purchased it from Simply does not care anymore now that it is off their sales floor.

  

  Business response

  02/08/2022

  We completely understand **************' frustration with his recliner concern.  The situation is frustrating for all of us involved BUT unfortunately as the times have changed drastically over the past two years SO has the furniture industry as well as many other industries.  We can no longer be of the 'Amazon' mindset that we can get parts next day or even within the week.  There are still 1000's of containers waiting to get to ports or at ports waiting to get checked in and sent on the railways and roads.  Taking that into consideration we are asking all of our customer's to please be patient as wait times have gone up drastically and unfortunately is out of everyone's control.  The part has been ordered, it has been acknowledged by the mfg as on order and now we have to wait.  ************** did purchase an extended warranty on his recliner that covers accidents ... something the mfg warranty does not which gives him double insurance that if he had an concern after the mfg warranty expired would give him the opportunity to get his recliner repaired back up to factory standards. The ability to refund him is neither an option for Total Furniture nor Montage (the third party accident warranty company).  

   

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

  Total Furniture

  Customer Service Manager

*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. ↩