Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered 2 custom recliners in December. In April the chairs arrived. One arrived with a damaged back. We were hesitant to accept it. However, the delivery people said that a replacement part could be ordered (the back) and they would come and put it on. About 3 weeks later we get a call from the service department letting us know that they will pick up the chair and return it in about a week. As, they need the chair to move the motor in it. My husband called back and talked to service and then the manager. Their reasoning is that they are short-handed and need to do it back at the store. We will be without a chair for about a week. The manager says he will be quick, but we all know how that goes. We paid $2600 for each chair. These were expensive chairs. We would not had accepted the damaged chair if we knew this was how we would be inconvenienced. We would have waited for a new chair. We are looking for a replacement chair during that period that we are without a chair or we are looking for partial refund of the damaged chair for the inconvenience we are experiencing. They should not be delivering damaged materials, telling us one story, then changing it. They want us to be without a chair. This is not satisfactory. My husband spent over 30 minutes arguing with them on the phone and they refuse to make things satisfactory.

  Business response

  05/02/2024

  Please see attached PDF with our response.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a rocking recliner on Oct. 13, 2022 and the chair was delivered on approx. Oct. 18th. Within two weeks, padding failing and material wrinkling. I called the store & spoke to **** who agreed to send tech to look at chair. Four weeks later, on Nov. 30th technician arrived. He agreed chair should be replaced and would make recommendation to the store. **** called on Nov. 1st and stated they were only going to order more padding & a replacement seat cushion. WHY would I want the same defective padding/cushion? The chair looks 10+ years old already. I am the only one that uses it and I weigh 130 pounds.My husband called the store owner, ***************** yesterday and all he would say is "I'm standing by ****'s decision." She didn't see the chair and neither did he.When I purchased the chair no one said it was not returnable/exchangable. My card was charged, then I was told to go to the "delivery person". After I stood in line for more than 15 minutes the delivery was arranged and I was then given my receipt stating "not returnable" at the bottom since it was on sale due to their "store rennovation sale". Sorry I didn't notice it at the time since I'd been at the store more than two hours.

  Business response

  12/12/2022

  See attachments for response: *************************** and came into our store on October 8, 2022 and purchased a "Clearance/As-ls"
  rocking recliner from our stock for $699.99 plus delivery and taxes for a total purchase of
  $813.19. The tag on the chair clearly stated chair was a Renovation Sale Price and all sales were
  final. Her sales person went over the order and our "Terms and Conditions of Sa e" which
  customer initialed and signed agreeing to the terms and conditions. A copy of the
  signed/initialed "Terms and Conditions of Sale" is following this reponse. Customer initialed
  Customer Pride and Clearance/"As-ls" Merchandise portions of form indicating her agreeance
  to the terms so ******************* was fully aware at time of purchase that her recliner could not be
  returned or exchanged but it would be fully covered by the manufacturer's warranty.
  Customer took delivery ofthe recliner on October 13, 2022. Customer called on November 7,
  2022, almost a month later, to state that the seat cushion of the recliner has compressed so
  **** in our service department scheduled a service technician to go to the ********* home on
  November 30, 2022. The notes back on the paperwork from the service technician's visit
  indicate customer is unhappy with the chair and wants to return or exchange it. The manager
  reviewed order and service technician notes and said customer would be unable to return chair
  as it was well past the three-day return policy. He had the service department order a new
  upholstered seat/chaise for the service technician to install once received. **** ordered the
  part on December 1" and left a message for customer to call her back so she could inform her
  what was going on and to quote 2-8 weeks for the new part to come in. When customer called
  **** back, she was very unhappy with the managers decision and stated she could have
  purchased a better chair from a bargain basement and wanted to argue with **** before
  hanging up on her. Customer also called our sister store that day to speak to the owner about
  her purchase. *** called the customer back and told her the same thing that **** had already
  told her -- the new part was ordered for the chair so she would need to continue with service
  and she could not return the chair. ******** said she would be taking this issue further and
  hung up on him. We received paperwork from our credit card processing service on Friday,
  December 9, 2022 that customer disputed her purchase and we have responded to that
  dispute.
  
  See Attachment/File: BETTER BUSINESS BUREAU RESPONSE WITH TERMS CONDITIONS - *******.pdf

  Customer response

  12/16/2022

  
  ---------- Forwarded message ---------
  From: *************************** <*******************>
  Date: Wed, Dec 14, 2022 at 9:20 PM
  Subject: Re: BBB Complaint Case# ******** (Ref#***-22003722-********-6-1100)
  To: Better Business Bureau <*****************************************>
  
  
  I'm sorry, there was no tag on the chair stating "Clearance/As Is." There was a regular sale price tag on it and NO the sales person did not go over the supposed "terms and conditions." All furniture in the store was reduced due to their "remodeling sale". The chair was DELIVERED on October 18th, I purchased it on the 13th.
  
  Yes, I hung up on **** because I indicated I may be willing to pay an additional $400 for an upgraded cushion and she informed me it was "too late", she had already ordered a cushion with the exact defective padding I already had. My husband contacted the owner at his other store, not me. It appears they don't have their facts quite right and are saying whatever they think will appease the BBB.
  
  I sent photos of what the chair looked like when I filed the complaint, by anyone's standards does it look a new chair should after a few weeks use?
  
  ***************************
  

  Business response

  12/19/2022

  We stand by our original response to customers complaint. Paperwork with customers initials and/or signatures that was submitted with response indicates customer was aware of Terms of Sale and nothing said and/or submitted was done to "appease the BBB" as customer claims.
  
  Once the part ordered for customer has been received we will contact her to schedule installation.

  Customer response

  12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I plan to put this defective chair in the back of a pickup truck with a large sign stating where and when I purchased it and park right next to their store. Let's see if they are as unhappy with my tactics as I am with theirs.
  
  Absolute liars, I received the receipt to sign AFTER paying for the chair and lining up the delivery,

*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. ↩