Complaints

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  we had purchased a sofa, two chairs and two ottomans on 3/21/21. We then had to wait over 1 year to receive our furniture (which COVID that is fine). Our furniture was delivered and was damaged when delivery guys delivered it and one arm on the couch the ***** was coming open. Sikers was contacted the same day of delivery. Service manage *** came out to look at the damages and attempted to fix with a sharpie!!! It was discussed the next day with *** that he would be ordering new backs for all pieces (one couch and 2 chairs) and also ordering a new arm for the couch. In December of 2022 we contact sikers again checking status, no update "still waiting" ***** and *** told us. We contacted again the beginning of 2023, ***** stated she would talk to *** and get back to us, no status change, no update. We called again 6/26, ***** stated she knows nothing of this issue and will have to talk to ***. She stated multiple times this is not her area as Mat is the service manager. Mat the service manager states someone else was suppose to be working on this and does not understand what happened. Our furniture is now discontinued and never fixed. I have asked ***** to let me speak to her boss and she has refused. I would like a complete refund.

  Business response

  07/17/2023

  We are letting this customer reselect. This should take care of this customer.

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have requested multiple times to speak to the owner, my husband has requested multiple times to speak to the owner and no one has reached out to us, as we keep getting told they will forward our message.  We have looked at their selection online and found no alternatives to our furniture and want to speak in regard to this our we should be and need to be refunded.  

  Sikers as a business has not even responded correctly or owned their mistake as they (C***y) keeps blaming us as the customer of why our ******************** was never ordered.  This MANAGER had the audacity to tell us she has a million things on her plate of things to do and our issue was not her issue.

  
  Regards,
  
  *************************

  Business response

  07/18/2023

  I would like to respond by saying that we in no way ever blamed the customer for this issue. We had an employee that is no longer with the company that was handling the situation (or so we thought). The owner of the store is semi-retired and has very little to do with the day to day activities and nothing at all to do with the service/repair aspect of the company, nor does the manager, *****. She was brought into the fold recently when **************** came into the store. We acknowledge that this issue slipped through the cracks and we feel that allowing the customers to re-select new furniture is the proper way to handle the situation and is more than fair to both sides. The last time we spoke with ***************** she said they were going to come into the store to look at their options. I have had no contact with them since then. 

  -****************

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a piece of furniture from this local retailer. Our chair broke not even 30 days after purchase. We called the furniture store and they sent a repair guy out who told us he would contact ** regarding replacing the chair as a whole, as it was not a fixable part. They are now hanging up on me and ignoring my calls and refuse to provide any more information regarding the replacement of my chair. They are insisting no refund will be issued and they dont know the status of replacement.

  Business response

  06/06/2023

  We went to take a look at the chair on Friday 5/26 in the afternoon. The service guy has Sunday and Monday off, and she filed this claim on Thursday. We have a new chair on order for the customer, but things take a little time. The customer called in the evening when two salespeople that had no knowledge of the issue were at the store. The sales staff said that the customer was screaming and cursing at them for not giving them any information. That is why they hung up the phone and refused to answer her call. I have spoken to her on the phone and told her that a new chair is on order. I really think she jumped the gun by taking this to the BBB not even a week after we were at her home to inspect the damaged piece. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a leather sofa and leather recliner both in June of 2020. Unfortunately we had some significant problems; sagging and failure of seating support within a short few months of purchasing the set, well within the i year warranty. We have tried diligently to address the problems with Siker. Siker attempted to repair the two pieces but the repairs only lasted a matter of weeks before the product began deteriorating to the point using it causes physical injury to use and is visibly ugly. The first repair was done in December 2020 after having to wait weeks for needed parts and then losing our furniture for two. The set was again repaired in the summer of 2021. All this time was extended due to Siker's claim of supply chain issues to get the needed parts for repair. The whole time Siker was reassuring us that they would have to "build a case" for the manufacturer to fully reimburse or replace the items with new ones. Apparently Siker's plan of working with the manufacturer has failed because now we are being forced to keep highly defective furniture which we DO NOT want. Replacement has been taken completely off the table. Reimbursement is in question because the have been stonewalling communication, failing to respond to email and phone messages. Our last attempt to discuss the matter politely with "*****" on the phone on 03/03/22 he told us we "needed to mind our manners" when we suggested failure to call back would result in us coming in person to the store to discuss the issues where others might hear. This is the "customer service" they think is good, tell the customer who was sold defective items to mind our manners. Customers who have had defective items for over a year trying to get them fixed, replaced or reimbursed.

  Customer response

  03/15/2022

  Yes, We have all the original paperwork, warranty included 

  Customer response

  03/22/2022

  I already previously responded that I have a copy of the warranty and all the original paperwork. I dont understand why I am being asked to clarify this. 

  Business response

  04/22/2022

  Please let me start by stating that **************** has not completely or fairly stated the facts surrounding this sale nor his actions. **************** has sent numerous emails to us and the manufacturer, which I have included with our response so that his misrepresenting of facts can be clearly seen.

  We have repaired his furniture two (2) times since he purchased it. According to our Service Manager, there was no actual repairs to the fabric or the frame. Rather the repairs were more repairs/replacements of cushions and cushion materials. Each time we worked on their furniture we did more portions or components of the cushion areas and on the last repair we actually replaced the mechanism in case that was bent or damaged and was causing the cushions to sag or look poorly. However that was not the problem. One needs to remember that this furniture is over a year old and just looks like that. Nothing stays new forever.

  The furniture is outside of the manufacturer's warranty and we have been trying to work with Mr. ***** ***************** even beyond the warranty. (If a repair is made on a piece of furniture, the manufacturer's warranty does not reset.)

  While working on the repairs, we were also working with the manufacture to figure out what else could be done as well as possibly getting them a refund or discount as they expressed a desire for that.

  Unfortunately, things take time, especially with supply chain issues that the country is experiencing. This did not sit well with ****************, but was out of our control. He has always thought that the time it was taking to get things done, getting supplies or replacement parts was taking too long. While it may have taken some time, it was something beyond Siker's control.

  To illustrate **************** attitude and misrepresentations, would like to point out the following:

  There was a day when **************** called to our store and DEMANDED that the store manager (*****) return his call by noon that day. (In a subsequent email, he writes that he asked for ***** to call him by the end of the day. This is not the truth.) During that same call, **************** said very forcefully that if ***** did not return his call by noon time that he and his wife were going to come into the store "and it would not be pretty". (In his later email he changed the statement to say that he would come and discuss and it may "not be very comfortable." This is not what he said.) Because of his apparent threat to come in and be disruptive, I made the comment and asked him to "mind his manners". The fact that someone would confront his inappropriate tone and attitude made him angry. He also claims that he recorded this conversation. We would encourage him to produce that recording so the truth can actually be determined without doubt. If he recorded that conversation it would clearly show that he demanded the call and threatened us. But as of now there has been no recording produced, I wonder why??????

  On this particular ****************** and I were the only two front end people at the store. One of the sales people had called in sick so ***** was tasked with trying to perform her duties as well as handle all sales, and the day was a busy sales day. She was not getting a chance to call ****************, and I had been reminding her to do so several times so that he would not get further upset. Eventually about 11:45 1 suggest to ***** that I call **************** to let him know that ***** had been very very busy and was unable to call him by noon, but that she was not ignoring him and would call him later. She concurred and I made the call. Unknown to ***** or myself, **************** sent an email complaining of my earlier conversation with him and changing his wording of the conversation trying to make it seem more polite and less threatening. It was not until AFTER made the courtesy call to **************** that I became aware of this email. Subsequent to my courtesy call to ****************, he sent another email claiming my call was an attempt to cover my "rear end". It honestly was not. If it was I would not have reminded ***** several time to call **************** prior to the Noon deadline he had set.

  ***** did eventually call **************** that afternoon and tried to again explain to him that she was working on trying to get a solution and that she had also been dealing with the manufacturer but it was taking time. She said that she would let him know when she had more information for him. **************** called ***** the next morning asking what was going on. Obviously this was not giving ***** time to work on this problem. He also followed this call up with yet another email

  It is also important to know that during one of his phone calls with ***** that he kept interrupting her and eventually **************** told ***** to "shut the f_ck up". When she told him not to talk to her that way he responded by saying that he could talk to her anyway he wanted. ***** then told him he could not talk to her that way and terminated the call. During this phone call, when **************** used the bad language, ***** responded to him by asking what made him think she would want to continue helping them with the way he was talking and treating her. She never said she would not continue but asked the question in the hope that **************** might actually stop, think and reconsider his attitude, tone, words and actions. Unfortunately it did not.

  **************** had called the manufacturer on at least one occasion on a Thursday and was told that the person he had been dealing with, (******) could do nothing more for him and she had given the details to her boss (******) so that ****** could see what he might be able to do and that ****** would get back to him next week. **************** told the lady that next week was not acceptable and that "****** WOULD cali him the next day." ****** tried to explain the ****** had other projects to work on that were in front of ****************' issue and that ****** needed time to deal with this. **************** was not happy that he would not get a call on his time table and I believe he then filed a complaint with BBB based on ******** actions and sent an email to ****** complaining about how he felt he was mistreated. Funny thing is, ****** tells us that he was standing next to ****** when **************** called and he had heard the conversation and the way ****** reacted and treated **************** and that **************** totally misrepresenting the interaction.

  **************** did make good on his threat to picket our store. Although he remained on the public sidewalk, he would consistently shout across the parking lot to our customers telling them not to shop here and shout other incorrect and bad comments. Because of this we called the locat police department. The police interviewed him first and then came in to speak to me. At no time did I tell the police that **************** actually came into the store that day, yet, in one of his emails to the manufacturer, **************** states that I told the police that he came into the store to threaten us. I told the police that on a phone call he had threatened us but on the day he was picketing he had not been in the store. Our owner asked us to video tape him while he picketed which we did. We had to call the police back a second time because he continued to yell at our customers even though the police told him he should not do that.

  We have finally been able to reach a conclusion to this matter which we believe will be satisfactory to **************** (this is what he stated he wanted). The manufacturer has agreed to refund Siker Furniture the amount paid to the manufacturer. Siker Furniture will refund the amount paid by Mr. ***** *****************. This refund is based on Siker Furniture being able to pick up the furniture immediately and will be made after we receive the refund from the manufacturer

  Customer response

  05/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I was on vacation and unable to respond to your email update on 4/22/22 and now I just saw the email from today indicating that because I failed to respond the case was closed.  It seems not allowing the consumer one more opportunity to respond is unhelpful to resolving the problem.
  
  On one hand they state issues with getting parts timely for repairs due to supply chain issues and on the other hand they say the warranty has expired because the furniture is over a year old. Which is it?
  
  Although their recollection of the facts in this matter are a far cry from the truth, I am interested in Sikers proposal for reimbursement of the defective furniture that they mentioned they were offering us but unfortunately they have NOT been in contact with us at all to convey anything since the complaint was made. It is my opinion they they are only making that statement to make themselves look good to any other consumers who may view the complaint.
  
  I would ask that the information from this email be added to the complaint.
  

   

  
  
  
  
  Regards,
  
  *********************

*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. ↩