Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a washer and dryer and Sheelys talked me into purchasing there service warranty over the ********** manufacturer warranty stating it covered everything and would cover a complete replacement if it was to expensive to fix and the coverage was directly through them so no 3rd party to deal with which was a lie not only was it through a 3rd party they kept changing parts that wasnt the problem then when they finally looked at the washer they found the actual problem and said it was to expensive to fix and there was only ***************************************************************** replace the machine.

  Business response

  01/30/2025

  Mr. ****** will be contacted by one of our associates to set up an even exchange on the washer. I have provided a copy of the original sales slip to show the washer was $999, only the washer will be exchanged.
  

  Customer response

  01/30/2025

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ******

  ---

   

   

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a recliner on 4/7/2023 with a repair / replacement 5 year warranty. I have sent them pictures of the broken recliner and was referred to a 3rd party warranty company. when I tried calling them you get referred to a test message and got no response when I called Sheelys. They told me that the manufactures warranty only covered 1 year and it would cost me x amount of dollars for, them to send someone out to fix the recliner . I believe this is an deceptive business practice and they never explained the warranty to my wife and I when we bought the recliner in fact the sales person led us to believe that if there was a problem with the chair it would be replaced.They are selling an extended warranty that they know takes care of very little.

  Business response

  12/26/2024

  I have attached a letter as well as a photo of the chair and a copy of the refund.

   

  Thank you, 

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

  Customer response

  01/05/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  **** ******
  
  
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ******** twice and ****** from ******** said my couch and loveseat which I am seeking a replacement on due to damage in which my extended warranty covers this said they were delivered on 8/9/2019 and the warranty will cover it and is in the timeframe of the 5 year warrant for they go by when the merchandise was delivered . Then the warranty company - Montage said the warranty expired then when I called ****** back from ******** she called warranty company for she said it is still covered then when I called her back she changed her story and said it was delivered before 8/9/19 and is not covered . I feel I got conflicting information given to me and feel I was deceived and I am seeking an exchange or I will pursue this matter to a higher level if needed. Thank You

  Customer response

  07/26/2024

  On 5-25-2019, I gave a $2,000 deposit to ******** to order furniture . The couch and loveseat were delivered on 8-9-2019. ******************** , they said the warranty goes by when the furniture  is delivered and that's when the warranty  would start. I called and ****** from ******** also said that the furniture was delivered on 8-9-2019 and that the warranty was still in effect . ****** changed her story then after calling the warranty company - Montage and told me the warranty is expired so they can't replace the items. Very conflicting info given . I am very upset with their service and how they told me one thing then told me something different afterwards. Thank You 

  Business response

  08/20/2024

  If any further information is needed please let me know.

  Thank you,

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

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased over $20k in furniture and talked into buying a warranty. When we filed a claim for repairs, they refuse to do them. They requested photos which we sent. They said we didnt respond in a timely manner and now the claim is closed and cant be reopened. They wont return calls or emails. Terrible customer service!!

  Business response

  11/09/2023

  We attached our response to the complaint as well as email correspondence between the customer and the warranty company.

  Thank you, 

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought furniture from Sheelys and the entertainment center needed repaired, which eventually happened; however, a reclining sofa was delivered and had a slit in the leather on one side; which I was told to call the store and arrange for a repair. They came and removed the lefthand section of the 3 sections of seats, and it took a while before it was returned. The control mechanism on the side was replaced upside down, which my son fixed; however, the sofa section sat lower and stuck out further than the center and righthand sections. I called the store to let them know and they sent a repairman out. He checked the frame and said there was no problem, but did see how that section looked different. he tried putting extra padding under the cushion; however, after sitting on it, it still stuck out and sat lower. I called the store again and told them I wanted to return the sofa and matching loveseat because of this issue. They said they couldnt do that unless it was defective. They scheduled another repairman appt, which was rescheduled due to lack of personnel available to come on the scheduled date. When a man finally came out, he looked directly at the defective section and said what am I looking at? He acted like there was nothing wrong with it! I pointed out the obvious and he told me that this was something commonly seen with reclining sofas- that the middle section sits higher and the ends sit lower. I understand that, from having owned many reclining sofas over the years; however, this was NOT the case! One side was much lower and stuck out further than the other. He said that the seats must be sat on equally on both sides to prevent this from occurring. That was ridiculous as this problem was evident from the time it was delivered and there had been very minimal use. I asked the store to take it back and give me store credit; however, they refused. I had also emailed their customer service representative a picture of the sofa, as requested.

  Business response

  07/17/2023

  I have attached our response again.  Please call me to let me know you received this ********************

   

  Thank you, 

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased aLG refrigerator March 2018 which was under manufacturer warranty until august 2023 . Called Shelley’s in Feb due to issue with refrigerator not keeping cold and defrosting. Shelley’s have sent repair every time called within timely manner 1st time I. Feb bob repair for sheeleys came and was instructed by lg tech via phone to replace compressor which they did and appeared they fixed refrigerator. It worked again March 15 bob returned again for this time another call to LG tech via phone and was informed to replace compressor and add refrigerant which he also did. He agreed LG refrigerators have issues with compressors. There was civil suit against LG for refrigerators with their compressors. Once again appeared to be fixed again 6/2 Bob came out again to look at refrigerator . Again Bob Called LG and was informed needing to replace evaporator unit which needed to be ordered . Franc from Sheelys came 6/17 while my husband was off since all these other times he had to take time off from work losing time and we lost all our condiment and frozen food. On 6/17 franc contacted LG again and was advised to replace evaporator removed and replaced. Tubing internal was kinked and while doing work they melted the internal working. Refrigerator worked possibly 3 hours. Sheeleys called and franc had to come back out on Tues 6/20 to take pictures . Franc again called LG and was informed that since internal wiring was touched warranty voided . I have had no refrigerator since 6/17 and sheelys sending out loaner Mon 6/26 and taking refrigerator to shop to see if able to repair. Now we have no warranty thru LG since the internal wiring and unfortunately sheelys repair person did the repairs per LG . I just want a even exchange which I feel LG and Sheelys need to work out . My brother had same issue with refrigerator and after much same issue he got replacement . I just want a replacement of equal value for a 2000 refrigerator that shouldn’t have all these issues

  Business response

  06/26/2023

  Thank you

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/1/2021 I placed a custom order for a leather couch and recliner from ******** *********************************************** for approximately $3000 and also an accident protection plan from a company called CCS sold to me through ******** for approximately $300. Over the past few months I have noticed premature wearing on a section of the couch and also the recliner. Having owned several pieces of leather furniture prior, I know this is not normal wear and tear, especially after owning for just ************************************** hopes they would cover any necessary repairs. Unfortunately, the coverage is accident only and the issues with the furniture are not caused by accident. I then called ******** and explained what I've shared above and emailed pictures to an employee named ******** that showed the pictures to their upholstery technician who reviewed and determined the issue to be normal wear and tear. In a phone call, ******** explained that if any repairs were to be made it would all be at my cost. I explained that this was unacceptable, that people pay a premium for leather furniture and the premature surface degradation that is occurring to my furniture would not be expected by any reasonable consumer. I asked if other customers have experienced this issue with the manufacturer (Best Home Furnishings in *******) and I was told that could not be disclosed to me. I asked for the phone number to the manufacturer which ******** first said they did not have but then "googled" for me. I contacted Best Home Furnishings as well and the first thing they told me is that I should be working with the retailer on this type of issue. After further discussion and sharing the same pictures of the furniture, **** told me it was out of manufacturer warranty and there would be no resolution through them. My appeal is to have my less than 2 year old furniture repaired or replaced, I fully believe there is a defect in the leather and that ******** should stand by the products they sell.

  Business response

  04/20/2023

  Please see attached items.  If any further information is needed please let me know.

  Thank you, 

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

  Customer response

  05/03/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  What exactly is the offer because Im not clear? All I saw were attachments. I would like someone to come to my house and see the condition of the furniture in person. The condition of the furniture is not normal and is not acceptable for having owned for such a short time. 
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer dryer set from Sheelys in ****** ****. My washer began to malfunction and I was instructed to do a hard reset to fix the problem. The problem intermittently persisted and now has stopped performing altogether. It has also cause a significant increase in my utilities light/water-sewer bill from the malfunctions. The washer has been inspected by their team on two separate occasions and service has stated it is not operator error but an issue with a design flaw that the have seen previously and are unable to resolve. As a result the company cant repair. Per the service technicians their company is aware of this ongoing issue with other customers and has not offered a suitable resolve and additionally is still selling this item despite their servicemen making them aware that there is no fix for this item. The purchase price is $899+ taxes/fees. I have made numerous calls to Sheelys and Frigidaire regarding this matter. Sheelys has yet to return my call (now that the holidays are over) and Frigidaire has an automated recording saying High call volume and has been weeks without being able to get thru to anyone there buy phone or mail. I would like to make a complaint against both Sheelys and Frigidaire.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to the covid breakout, my wife and I purchase 2 sofa's and a chair/ottoman from ********. The furniture was delivered June of 2020, by the following April both sofa's had issues and parts needed to be ordered. It took almost a year for the parts to come in as ******** stated they weren't getting any response from their supplier. I was contacted and was told parts were in and that they'd be out on March 15, 2022 to pick up one of the sofa's to repair it and would bring it back the following week to pick the other sofa up to fix it as well. On the 22nd of March, the sofa was delivered and the additional sofa was taken. Later that evening once my wife and I were done working, we sat down to watch tv and when I went to use the headrest something shorted out causing us not to be able to use the sofa at all and I had to unplug it due to the fear that it may catch fire. I have called multiple times since and keep being told that a manager will call me back, I called today about the sofa that they have and was told it would be delivered on Thursday March 31st. I again asked about the sofa that they have already "fixed" and how it shorted out but again was told that a manager would call. This is extremely frustrating as we have been unable to use our game room to relax in and it is what we use everyday. I will NOT be using ******** ever again.

*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. ↩