Complaints

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a living room set from ******** **** on 8/7/22 and it was delivered to us on 10/26/22. On 3/16/23 the couch broke right in the middle. I contacted ******** **** and they informed me they are in the process of liquidating and going out of business. They informed me that Behold is the manufacturer and it has a 1 year warranty through them. I called them the next day and was transferred to 4 different people saying they were not the person who could help me finally getting transferred to a supervisor who I'm told is named *****. They said "he isn't here today so you will have to leave a voicemail and he will call you back". He never called back. I have been calling and leaving messages ever since and no one makes any attempt to call me back or resolve the situation. I have had to make a foot to put under the middle of the couch just so we can use it. I would like this repaired or exchanged. I would just ask for a refund after reading the companies reviews online because I don't believe they are going to be able to provide me with a quality replacement or repair but we bought a matching set that includes a loveseat and ottoman so I need everything to match. I would be fine with a refund if they refund the entire set so we can just get a better quality matching set. I'm sure that isn't realistic so I would like the current couch fixed or exchanged.

  Business response

  04/17/2023

  Hi ***, 

  First, I apologize for the issue you are having with the sofa. We typically work through the retailer to process and handle any warranty claims. In this case, that isn't an option since ******** **** is going out of business. Therefore, I will help resolve this for you. Can you upload pictures of the issue you are having so I can see if repair is possible? Please also provide a copy of the proof of purchase. 

  I also apologize for not returning your call. I am unable to find any voicemails regarding this. 

  Thanks, 

  *****

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sectional you produced sold at ****** furniture is poorly made. 1 year warranty from them we had to wait and replace all 5 cushions(3 to be done on Monday after waiting several weeks) and restuff the pillows. Now waiting several weeks cushions are now flat again and misformed. There is a sharp hard piece sticking up out of the arm rest the fabric is shedding or pulling up already and couch itself looks like it’s 10 years old. Tried reaching your customer service and no answer

  Business response

  03/07/2023

  Hi *****, 

  We manufacture promotionally priced upholstered furniture here in Mississippi. We do have a one-year warranty to cover replacement parts on any manufacturer's defect. We sell wholesale to retailers like ****** Furniture. We honor our warranty with the retailer and ship replacement parts directly to the retailer. The retailer then sends a technician to the end consumers home to make any necessary repairs or exchanges. When an end consumer reaches out to us direct, we point them back to the retailer they purchased from to start a warranty claim. Once a claim has been opened, we ask for pictures and proof of purchase to determine if it is under warranty and to rule out any customer neglect or misuse. 

  This customer is asking for exchange, refund, or replacement. Any returns, refunds, or exchanges are between the retailer and the end consumer. If it is determined this is necessary, we then provide a credit to our customer, ****** Furniture.

   

  Thanks, 

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

  VP of Operations

  Customer response

  03/08/2023

   

   Complaint: ********

  I am rejecting this response because: the point I was trying to get at wasn’t accepted.  Yes they have warranted the 1 year warranty and yes they have replaced the cushions twice but it’s cheaply made.  No one should have to go through this having a couch for less than a year old and basically rebuilding it.  Now my 1 year is up and I’m now out of warranty left on my own because it sub  par made items that don’t last? And you think that’s acceptable as a manufacturr?

  Regards,

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

  Business response

  03/22/2023

  Hi ******,

  First, I apologize that you are having a bad experience. I have reached out to the technician at ****** that handled your claim. We have sent all replacement parts requested by the technician and according to them this claim was resolved. Their records do not make any mention of a piece sticking out of the arm. I asked the technician if they could send someone back out to take a look at your sectional again. Since it is out of the warranty period, there would be a service fee. Behold Home will still honor our warranty to send replacement parts at no cost. Would you like us to arrange the technician to come out again? 

   

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