ComplaintsforKusel's Furniture & Appliance

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date: 10-19-2021 Two weeks after purchasing the dining set, two of the chairs broke. I took them back to Kusel's and they said they would replace them. That was before Thanksgiving. To this day, 03-24-2022, Kusel's claims they are still waiting for the chairs from the manufacturer. The date of shipping has always been pushed back every week. I would like this issue resolved so I can not have to deal with this business again. One of three options would be acceptable. 1) replace the chairs in two weeks from 03-25-2022 2) Refund the cost of two chairs to my original payment method. 3) Come get the entire dining set, and issue a full refund to my original form of payment. I think waiting the amount of time we have waited is unprofessional and exorbitant. The owner/manager, Larry is aware of this issue.

  Business response

  03/28/2022

  We are aware of ******* complaint.  These items were purchased an delivered to their home on 10/28/22.  ***** contacted us a couple of weeks later stating that 2 of the chairs broke.  They were not delivered broken.  We then put on order for her 2 more chairs.  During this pandemic, we are not able to get pieces or parts quickly.  We have actually waited for a year for some items with other companies.  In Jan, ***** contacted us regarding the chairs.  ****** still did not have them available.  So, Larry, the owner, ordered the entire 7 piece set again in hopes that an entire set would come quicker than just 2 pieces.  Unfortunately they still are not available.  Our rep Jeff has contacted Alex in the shipping department to find out when this will be in.  At this time they are showing possibly beginning of May they will be in the warehouse to ship out to us.  We not been asked by ***** for a refund nor would we offer it.   It isn't our error or ******** error that the items broke.  We have other customers waiting for parts or items as well.  Again, we have had no way of controlling freight and availability.  I do have emails back and forth from ****** if you want them, but ****** said they do not want their emails given out.  Please let me know and I will try to black out their personal information.  This is a matter that we have no control of, sadly.  We would love to be able to help every customer in a timely manner but it just is not something we can do during these trying times.

  Please feel free to contact us at 307-856-2583 and ask for Larry or Kristi.

  Thank you Kindly,

  Kristi J Kusel

  Kusel's Ent. Inc.

  Customer response

  04/01/2022

  Complaint: ********
  
  I am rejecting this response because: 1). The dining set is under warranty. 2) I have contacted and spoke to Larry many times about this situation, more recently than January of 2022. I have called pretty much every two weeks since the problem arose, even called weekly for about half of the time. 3). Again, the dining set is under a one-year warranty. The chairs should not shatter in pieces from use and falling back on a carpeted floor due to how top-heavy they are. 4). It is true that I have not asked for a refund, but with waiting this long, wouldn't it be an alternative, to please the customer? I have been nothing but patient and kind up to this point. How about some alternatives to what I have proposed? I feel my family and I have waited long enough... We did not have the chairs for Thanksgiving, or Christmas, and now spring is here. Thanks so very much for your time. 
  
  Regards,
  
  ******** *****

  Customer response

  04/05/2022

  Complaint: ********
  
  I am rejecting this response because: Only one chair of a different type was brought up from your downstairs area. I do not know why that was a concern as both my disabled husband and myself ended up traversing your stairs to look at the other options you had in dining sets. The ****** chairs have an innate flaw as to when you rise from sitting in the chair, they want to fall backwards, due to how top-heavy they are. Please inform ****** of this styling flaw. They may want to know. Please leave a message on my phone number when the replacement chairs come in, if at all. The BBB is here to mediate in just this type of circumstance. That is why I chose to use this form of communication as I work during your open hours. Thanks for your time. 
  
  Regards,
  
  ******** *****

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