Complaints

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were told a ****** bed was "in transit" and paid for it in full on 12/30/21. A couple weeks later I called and was told hardware was unavailable causing the delay. A month later I called again because we had overnight guests arriving and they delivered a "loaner". 3 months later I called again and was told it would arrive by mid June. In October I called again and reminded them they'd said it was "in transit" when we paid for it. Then I got a new story that the fork lift driver had dropped a whole pallet of ****** beds. I at that point said I'd like a refund. A few minutes later the owner called and I have never been spoken to like he did, - cussing, yelling and irate. I asked for a refund and he said he'd pick up the loaner and charge me rent for the time we'd had the loaner. Honestly I was so shaken by how he'd yelled and sworn at me (for simply following up on a purchase!) that I said, "I can tell you're angry and I'm going to hang up". Both he and his mother said we'd have it by 12/15 and it's now 12/21 and we haven't heard from them. I'm frightened by the possibility of further contact with this owner and want a refund. I paid *******. Tried to upload receipt but doesn't work with either a jpeg or pdf. Will send by separate email

  Customer response

  12/22/2022

  ****, the owner, just called in an intimidating way asking why I was bashing his company. I hung up and he left a message that he would file a complaint with his attorney tomorrow for defamation of character. I'm blocking his number.

  Customer response

  12/23/2022

  The receipt amount was $2566.93. I'd also used a giftcard of 140. + Amex $2426.93. Total $2566.93

  Customer response

  12/23/2022

  Is there an email address? After he called after 9pm last night yelling again, I hung up and blocked him. I'd like to forward the subsequent voicemail.

  Customer response

  01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We will accept either the product we ordered and paid for - swapping out the mattress as he stated before he delivered the loaner - or a full refund. The full account of this transaction has already been submitted. We simply followed up on what was said to us receiving a variety of excuses. When I called in February on the product that supposedly was "in transit" and the second time when we had overnight guests coming, ***** volunteered to bring a loaner and said he'd swap out the mattress when he delivered the new unit that we used for one week. We followed up months later and after each subsequent date we were given, each time hearing a different excuse. It's now a year later and we still don't have the product. How is the January date any different than all the other dates we've been given? By the way how does a loaner that was going to have the mattress swapped out into the product we ordered turn into a rental? Absurd! We shouldn't have a hassle including inappropriate language and yelling over a product "in transit" that we paid for in full.

  Business response

  01/05/2023

  Contact Name and Title: *******************
  Contact Phone: **********
  Contact Email: ******* furniture outlet&y shoo.com
  This customer came into our ********************** and purchased a cabinet ****** bed December of 21. She called every week wanting to know the status. We would call the factory and give her what info they had as far a ETA. So by the end of February they were still back ordered so she asked if we could loan her one a we gladly said yes cause we can't control the shortage of goods due to COVID and shutdowns. So now that she has used a brand new cabinet bed she wants a 100% refund cause she actually stated that she only needed one for a week! I can't sell this bed as new and have to replace the mattress and she feels like oh well that's your problem! Goes to show good deeds don't go unpunished. We will gladly refund **** of the purchase price cause her cabinet she ordered won't be in until the end of January but she don't want to wait three weeks if she can get out of using us for her benefit.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 20, 2021, My wife and I purchased two items of furniture. One was a buffet and we received delivery shortly after we purchased mainly because the item was in the store and could promptly be delivered. The other item was a Murphy wall bed. At the time of the order we asked when delivery would be expected. We were told January to February. We relied on his delivery information to make our purchase. If we were told you would have to wait 9-12 months to get your furniture we would have never made this purchase. Additionally we were told that there was financing available and if we paid it off in 1 year from the date of purchase there would be no interest. He also told us there was a 90 day deferred payment, so we would not have to put any money down for the first 90 days, which was when we expected delivery. My wife and I relied on all of this information to make our purchase. In essence, it became a condition of our sale. Our thinking was no payments until we received it, pay it off by next November, with no interest. We had a plan of action in mind. So , near the end of February we start calling the store, a lady ( who we now know is his mom) takes our message. We did this 4 times over 2 weeks. NO RETURN CALLS. We finally go into the store in early March and ask when furniture will be delivered. We are told we don't know, could be April or May. I said this is unacceptable and does not align with our terms. I asked for a refund. Mr Doug P**** says there are no refunds , you are being impatient, and my wife starts asking more questions, he yells at her and finally tells her to leave the store. I speak with him after, he agrees to refund the money and says he will call Mariner and credit the account. After a week, I call give him a deadline, he does not like that. So this goes on from April, May, and then in May he says I have a solution. A customer is supposed to close on a house the next week. So here we are in June, still no refund.

  Business response

  07/21/2022

  Consumer Response /* (2000, 15, 2022/07/21) */ From: ******************************************* Date: Wed, Jul 20, 2022 at 6:18 PM Subject: Re: BBB Complaint Case#******************************************** To: Better Business Bureau *********************** It appears that Mariner finance has deactivated his ability to be a dealer and my account has been credited and so I no owe zero! Mariner is seeking their money back, so that is all I know for now ! Essentially he lost his financing company

*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. ↩