furniture warehouse - sarasota

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I finally cancelled that order when informed it wouldn't arrive until 11 months after ordering it. I am requesting a full refund of $802.48 and an investigation to the practices of this company cheating customers. Service man said he can replace the cushion. No mention of any other pick up fees by anyone or any document signed. I should have looked into these complaints before making the purchase and now hopefully this will help others to not shop there. BOTH SECTIONS WERE DAMAGED AND THE DAMAGE TO BOTH PIECES WAS ACKNOWLDGED BY THE DELIVERY DRIVER. It is printed on all receipts, sales invoices, delivery tickets and is posted in all of our stores. So they won't let me exchange the couch. We were not immune to those delays. On March 7, the customer called our service department. The customer called back the same day, 12/28/21 and requested we pick up the chair instead of having our repair techs go out and assess the damage and cause and repair the chair if applicable. The credit card slips and the invoices that the customer signs are all marked with the stores Store credit only/ NO Refunds policy. Once The Furniture Warehouse received the funds for the reversal of the charge back and were able to trace the funds we then issued a refund to the customer on her original credit card ending in xxx**** in the amount of $1,264.16. If that statement were remotely true they would have refunded my left over credit long ago and NEVER charged me a restocking fee. I wanted new furniture. The items were not in stock. March 31, 2022 Better Business Bureau of West Florida Case# ******** - ***** ***** ******** To: BBB Processing From: The Furniture Warehouse On November 27, 2021, the customer purchased a 6 piece dinning set on invoice # ******* for a total of $1,264.16. What recourse do we now have? I reported problems in March 2022 and before siting I dont think the sofa fabric was ever treated at all. We offered to have a repair team come out. For the last 34 years, we have strived to provide excellent customer service. We are sorry the customer does not agree with how we've handled the matter. On November 4, 2021 the set was delivered. December 22, 2021 Better Business Bureau of West Florida Case # ******** - ***** ******* # ******* To: BBB Processing From: The Furniture Warehouse On December 21, 2020, Ms. ******* purchased 2 recliners that were delivered on January 30, 2021. On or about April 2, 2022 I had to call again because, seat cushion on the couch is breaking down badly. They can not change fees on invoices after the fact. CUSTOMER WAS TOLD BY DELIVERY DRIVER TO RETAIN BOTH DAMAGED SECTIONS AND A STORE MANAGER WOULD BE IN TOUCH THAT SAME DAY. Service teck came to her house on 4/25/22. My apologies for not yet formally responding through the complaint portal. We cannot definitively confirm that since the customer is unwilling to have a service tech examine the recliner. Contact Name and Title: STEPHANY ******** Contact Phone: ********** Contact Email: *********@FURNWAREHOUSE.COM Mr ***** ****** changed his method of payment to use a lease to own company. I didn't know it was damaged as the delivery people were in a rush and I falsely assumed that the company would act with integrity if anything was wrong. The customer signed and acknowledged at the time of delivery that the furniture was delivered in good condition and that she understood there were no refunds once items are delivered, store credit only. We have offered the customer the option of reselection on a different piece or store credit for a future selection but have not received a response from the customer as of the date of this letter. Finally this guy comes out and by now there is more than 1 spot! The pieces were delivered on December 20, 2021. I didn't want a damaged, messed up chair. DISPUTED; IN DECEMBER, WE ASKED FOR A STRAIGHT EXCHANGE REPLACEMENT OF THE DAMAGED FURNITURE. The customer requested we leave the items in the lobby. Do not do business with these scammers. In the meantime, I contacted Jeff C. at the Sarasota warehouse who had taken the original order. In fact, the customer ordered and received an accent chair in August of 2020. The delivery was made on 12/17/2019 and the customer signed the delivery notice stating that the items were received in good condition and free from damage. Thank you I have numerous supporting documents if needed. I should be at this point entitled to a full refund for the sofa as well as reimbursed a full days pay that I lost. The Furniture Warehouse has a one year warranty as listed on our "We've Got You Covered" brochure that is given out at the time of sale. As such, Furniture Warehouse along with most other furniture retailers stopped treating fabrics prior to delivery. DELIVERY DRIVER AGREED THAT BOTH SECTIONS WERE DAMAGED AND PROCEEDED TO PHOTOGRAPH EACH PIECE. No one from the business will return our call nor will anyone offer a path to a resolution. Our delivery drivers were unable to maneuver the items up the stairs. The credit card slip that the customer signs is marked "Merchandise Store Credit Only/ No Refunds". Absolutely NO pick up fee mentioned on any paperwork. Unacceptable! I feel they engage in deceptive business practices and if they "strive to provide excellent customer service" they have failed. I did use a portion of the much discounted credit for a chair and attempted to use the remainder for another chair. Since then, after multiple phone calls with the store, we have not even been able to locate whether it is on the truck, out for delivery, or sitting in a warehouse. The customer retains both pieces of the sectional at this time. It does NOT include any sort of fabric treatment prior to delivery. The customer retains both pieces of the sectional at this time. So, since the credit had been issued, so I was told, I cancelled the dispute. For the last 34 years, we have strived to provide excellent customer service. We have had a store credit of $1,107.13 at the Furniture Warehouse in Sarasota for many months now, and it has become clear that they cannot give us the product we are seeking to buy. Despite my numerous requests, they have not inspected the defective chair or provided follow up for the "warranty" I even offered to drop the chair off at their store and they hung up on me. I contacted the store the day after the delivery after closely examining the furniture since the delivery guys were in a hurry and when I stated my concerns. It was processed on 3/30/22, reference number ************* In the amount of $1,264.16. They only offered $560.00. I had to pay another $139.98 for pick up and then a restocking fee for a total of $379.09. Our sales invoices and delivery notices all contain verbiage that we only offer store credits for returns. No refunds. Instead, we were met with rude people answering the phone and a delivery truck driver who proceeded to yell at my husband not knowing where he had to deliver it. It is blatantly unfair. # ******* To: BBB Processing From: The Furniture Warehouse Customer ******** purchased a 2 piece leather sectional on December 20, 2021 on invoice # ******** for a total of $ 2,205.77 including tax and delivery. Note that complaint text that is displayed might not represent all complaints filed with BBB some consumers may elect to not publish the details of their complaints, some complaints may not meet BBBs standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. The invoice was paid in part by the customers AMEX credit card in the amount of $265.79 on December 20, 2021 and Synchrony financing in the amount of $1,939.38 paid on December 24, 2021. Customer Reviews are not used in the calculation of BBB Rating, of those, 17 complaints were closed in last 12 months. One section had leather damage but still functioning as intended and we issued a credit memo for it and ordered an even exchange for the customer. The customer called on December 28, 2021 stating that the stuffing was coming out of the top of the chair. In addition, the customer purchased a 3-year Furniture Shield Protection Program. She did agree to send me a new mattress however to date, I still have the "stained" mattress. It was delivered a few days later, and I didn't notice at first that the stuffing was coming out of the top. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. For the last 34 years, we have strived to provide excellent customer service. A store credit still remains on the customer account. This company is a scam. The customer was not willing to wait for our next service appointment and requested a return for store credit. I will never buy anything from this company again! ComplaintsComplaints for The Furniture WarehouseFurniture StoresView Business profile. FURNITURE WAREHOUSE IS RATED AT 1.5/5 STARS - PATHETIC. Over a month later, a repair person showed up and sewed up some of the holes where the stuffing was coming out. This is the absolute worst company I have ever dealt with and hope the BBB can help before I have to go to court over this. In addition, the mattress cover/protector that we purchased from them ALSO had stains on it. The Furniture Warehouse stated their original response again but changed the amount of store credit to benefit them. The customer is more than welcome to come in or go on line and apply this store credit to any future purchase they would like to select and purchase. FFR had a very difficult time scheduling the service call. I wanted a new chair. I contacted them for another in-warranty repair, as this purchase is supposed to have a 1 year warranty, and they never called me back again. The customer was given a store credit of $560.00 on November 11, 2021 and is welcome to come back and select other furniture and accessories. Attempts to clean the sofa lightened the stain, but not all the way. This has been an ongoing disaster for 3 years and apparently the only resolution will be litigation. On 12/31/22 the customer still had not rescinded the chargeback and the order was cancelled and the chargeback was accepted and the funds were returned to the customer by her bank. Per our policy, merchandise will graciously be exchanged one time for store credit within 7 days of purchase with a 15% restocking fee. When shopping in the store the sales team is telling customers that full refund is given for cancelling orders. They told us it would take 5 days to receive. Very scammy. We look forward to helping the customer by inspecting the recliner so we can evaluate the problem. On November 16, 2021, we sent our delivery/pickup team to retrieve the set. I do not want to be. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. They just said to sign for it and then deal directly with the office. This was also delayed over and over and last call was scheduled for Oct 2022 (almost a year after order). I the attempted to dispute the credit card charges but too much time had elapsed. The customer remains in possession of the mattress and has full use of the bedding set. We have issued a credit for the original claim for an even exchange on one piece and are waiting on the delivery into our warehouse. Upon returning the furniture it was stated a 15% restocking fee would be charged. We have offered the customer the option of reselection on a different piece or store credit for a future selection but have not received a response from the customer as of the date of this letter. Contact Name and Title: Stephany R. Contact Phone: ************** Contact Email: *********@FURNWAREHOUSE.COM Customer ****** ******** purchased a sofa on 09/06/21 received delivery on 02/09/22. My husband and I purchased a bed from The Furniture Warehouse in Ellenton, FL on Dec 7, 2021. I contacted the company and spoke with Meg in the Repair department (she was very UNHELPFUL, disrespectful and rude and SHOULD NOT BE IN CUSTOMER SERVICE). June 30, 2022 Better Business Bureau of West Florida Case# 67527961 - Andy Francis To: BBB Processing From: Furniture Warehouse We are in receipt of customer's rebuttal dated 6/26. This is just another customer-blaming story to avoid taking responsibility for the defective chair. DISPUTED: IN JANUARY, CUSTOMER MADE MULTIPLE ATTEMPTS TO REACH SALES ASSOCIATE AND STORE MANAGERS - NO ONE COULD BE REACHED. In 2002, silicon-based formulations were determined to be carcinogenic and hazards to the environment. The pieces were delivered on December 20, 2021. The Furniture Warehouse did not hear from the customer until March 1, 2022 when the customer stated that her bank had charge her card again for the charge once she rescinded the chargeback from December 2021. We are requesting a refund for poor delivery service and a REFUND for the entire order if it does not show up by today, April 6th. We have spoken to corporate offices, managers, sales reps and general reception, asking for assistance - to no avail. However, we have not been able to schedule a service call to see what the issue is on the second piece the customer is claiming is damaged or issue a credit/even exchange for the second piece. The table has scratches and dents,Two chairs were completely different from the table set. In order for the next delivery on Nov 4, 2021 to occur some funds were transferred from the credit memo remaining on the account. I would like further assistance in resolving this matter as I am a concerned consumer and looking at further reviews show they take advantage of customers like this regularly! The customer then charged back the total amount on 12/22/21 because she thought she had contacted the salesperson to cancel the order, but she had not. We setup an even exchange for the customer. Currently however, we have 90% of our inventory items in stock and ready for delivery. CUSTOMER ASKED TO SET UP A DELIVERY DATE AND WAS TOLD ONE COULD NOT BE PROVIDED AT THAT MOMENT BUT A CALL BACK WOULD HAPPEN BEFOR THE END FO THE DAY - THAT DID NOT HAPPEN. (The consumer indicated he/she DID NOT accept the response from the business.) The customer retains possession of both pieces of the sectional and has been able to use the pieces as the functionality has not been questioned. When the store credit was calculated it was below the correct amount showing a $242.48 fee for pick up. My husband has also dealt with Patty at the Ellenton location. I do not want to purchase any more furniture and can not use a store credit. Upon review of our service notes as well as FFR's, here is what transpired to execute the service call: 3/8 - a service call was scheduled for 4/21 4/19 - the customer confirmed the appointment 4/20 - the customer cancelled the appointment 4/22 - appointment was rescheduled for 6/1 4/25 - customer refused the 6/1 date 4/25 - customer agreed to 6/7 date 6/5 - called customer to confirm appointment for 6/7. We are just waiting for the new mattress to arrive, estimated date is March 15, 2002, and the mattress will be exchanged. Cape Coral is outside of our service area and it is common to use third-parties in these instances. No pamphlet was given to me explaining any policies. Invoice # ******* in the amount of $905.47 had payments applied to it by two credit card payments $ 81.00 on 8-12-21 and $721.48 on 11-2-21, leaving a balance due of $ 99.99. the credit of $590.00 was reduced by $99.99 and the new credit on the customers account is $490.01. CUSTOMER WAS FORWARDED TO CAROL AND SHE CLAIMED SHE WOULD SEND A REPAIR TECHNICIAN OUT TO SERVICE THE DAMAGED PIECES; CUSTOMER AGAIN ASKED FOR STRAIGHT EXCHANGE, FEELING IT HIGHLY INAPPROPRIATE TO BE FORCED TO RETAIN AND REFURBISH GARBAGE FURNITURE THAT WAS ORIGINALLY DELIVERED COMPLETELY DAMAGED. I emailed him a scan of all the documentation and copies of all the emails I have sent him over the months, asking him to forward all of it on to the accounting office. The COVID pandemic caused supply chain issues worldwide. POLICY PAIRED WITH UNETHICAL PRACTICES DO NOT STAND UP IN COURT; CUSTOMER IS PREPARED TO DEPLOY REPRESENTATION IN A COURT OF LAW TO SETTLE MATTERS. THERE HAVE BEEN 52 COMPLAINTS PLACED THROUGH THE BBB ALONE IN THE LAST 3 YEARS AND ALREADY 12 IN THE LAST YEAR. He eventually said the money ($1,264.16) had gone back on my Chase account. The customer has store credit in the amount of $1,085.73 on their account and is welcome to come in at any time and apply the credit to any purchases or reselections they choose. Attached is a copy of the policy the customer is given. This is very misleading. She contacted service regarding the cushion sitting lower on 04/18/22. We've been in business for 34 years because we treat our customers well. #1 if they had come wothin a reasonable timeframe it would not have had multiple spots ..4 months it took and covid was their excuse. THIS HAS NOT HAPPENED AND THE BUSINESS HAS BEEN NEGLIGENT IN MEETING THIS SIMPLE REQUEST. Actually shorter in size and were not in new condition. (The consumer indicated he/she DID NOT accept the response from the business.) We ordered THE BEST BED that they had in the showroom. Purchased furniture 8/12/21 Delivered on 11/4/21 damaged and defective Contacted store mgr Curtis and asst Chris and corporate repair department Meg Was told a tech would come out to assess damages in December After waiting almost three months for delivery, didn't want to wait another month just for someone to see if table and chairs could be repaired. April 4, 2022 Better Business Bureau of West Florida Case# ******** *****. #2 they never addressed my question about the sofa never being treated properly before delivery. Each customer also leaves the store with our policies regarding furniture pick-up and restocking fees. Customer signed the invoice stating no refunds store credit only, this is listed on the credit card slip no refunds, and listed in the jacket with our refund policy and posted in the store. BBB Business Profiles are subject to change at any time. THE NARRATIVES ARE LONG AND DISTURBING. On November 4, 2021 the set was delivered. The customer had another invoice pending to be delivered (invoice # *******) in the amount of $902.47 which still had money due on it. The Furniture Warehouse has store credit and a no refund policy. It is printed on all receipts, sales invoices, delivery tickets and is posted in all of our stores. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The response is not acceptable. I will not accept this outcome and am pursuing this matter in court. DISPUTE: IN DECEMBER, CUSTOMER ASKED FOR THE DAMAGED FURNITURE TO BE REMOVED AND REPLACED ON THE DAY IT WAS DELIVERED. This is a SANITARY issue that MUST be fixed ASAP. We have offered the customer the option of reselection on a different piece or store credit for a future selection but have not received a response from the customer as of the date of this letter. We have called and texted and left messages regarding the need for a return and/or refund. Much to my surprise, even though they were wrapped in plastic, I noticed that my mattress was delivered with 2 stains on it that look like blood. I asked for someone to come out and it took until June 2022 for them to finally send a 3rd party vendor to my home. Upon discussing further with Meg, I was told that Curtis should have requested replacement chairs to be delivered. As an addition courtesy, we have issued an additional $30.00 credit towards the pickup charge for the returned items (to match the original delivery fee that was paid). THIS WAS TE BEGINNING OF FURNITURE WAREHOUSE'S SUBSTANDARD AND UNETHICAL BUSINESS PRACTICES - FORCING AND SWINDLING CUSTOMERS INTO A TRAP. We have a no refund/ store credit policy. We believe this situation occurred due to timing delays of the original order, the chargeback, the cancellation and the customer delay in rescinding the original chargeback. I also want to warn everyone to stay away from this company. We give our customers our "We've Got You Covered" pamphlet at the time of sale and It details the refund and reselect policy and the restocking and pickup charges policy on all returned furniture. The customer paid the invoice in full online on 11/27/21 with her credit card. For the last 34 years, we have strived to provide excellent customer service. Unfortunately, customer has chosen items that were impacted by these supply chain interruptions and we were unable to deliver items to the customer's satisfaction. Our terms and conditions related to returns are clearly outlined on the customer's invoice and delivery receipt. They have no furniture that I am willing to buy with store credit. The customer contacted us on November 11, stating the set was damaged. We offered to have a repair team come out. They have not delivered the furniture to us YET as they promised. If there's anything you can do to help me with this issue I would appreciate it thank you. For the last 34 years, we have strived to provide excellent customer service. They charge delivery fee of $99 for the year. DISPUTED: GARBAGE WAS DELIVERED TO THE CUSTOMER ON DECEMBER 20. They can not change the terms whenever they please. They do not treat customers with courtesy. Unfortunately, the same mattress was not in stock and would be delayed in being delivered. We have a no refund/ store credit policy. CUSTOMER ASKED FOR A REFUND OF THE DELIVRY FEE SINCE ALL FURNITURE WAS DAMAGED; ***** SAID ONLY AN INCONVENIENCE CREDIT OF $50 COULD BE PROVIDED AND THAT THE $50 CREDIT COULD BE USED TO PURCHASE ACCESSORIES SOLD IN THE STORE. It is printed on all invoices and charge and delivery tickets. BBB Business Profiles generally cover a three-year reporting period. THIS STATEMENT SPEAKS TO THE LOWEST STANDARDS OF CUSTOMER SERVICE AND QUALITY CONTROL MEASURES EXECUTED BY THIS BUSINESS. He repaired it. ORDER # ******* SALES REP: ****** ******, Delivery; Contact by the business; Finish the job. The invoice was paid in part by the customers AMEX credit card in the amount of $265.79 on December 20, 2021 and Synchrony financing in the amount of $1,939.38 paid on December 24, 2021. The customer said she had spilled mayonnaise on the sofa, staining the center cushion and the back of the sofa. I know most of us buy $700 chairs hoping they last more than a year. Disappointing for a "new" chair. Received it in February 2022. He handled the situation incorrectly. Furniture Warehouse immediately (3/8) called a third-party, Fast Furniture Repair (FFR) to clean the sofa. After MANY calls and email messages, the bed was finally delivered on NEW YEARS DAY. I then disputed the charge on my Chase credit card so they issued me a temporary credit while they researched it. Attached is a copy of the policy the customer is given. My husband brought that back to the store and exchanged it for another one. I asked to speak to the accounting office several times (as Jeff is just internet sales) but he always put me on hold then came back and said no one was available. I didn't just decide to return the furniture because I felt like it, I returned it because it was damaged and defective. The customer decided to return the chairs. The breakdown of the credit is as follows: Credit for furniture - $ 268.95 Dining Table - $ 331.04 4 Side Chairs - $ 149.99 bench - $ 749.98 Total Merchandise credit - $ 52.50 Sales tax credit 7% - $ 802.48 credit before pickup and restock fees $ 112.49 15% restock fee on $749.98 merchandise total $ 129.99 pickup fee - $ 30.00 additional credit for the pickup fee to match the original delivery fee of $ 99.99 - $ 590.00 total store credit for returned merchandise less restock and adjusted pickup fee. I called Jeff again this morning and got the same routine-puts me on hold, no one available in accounting, no he can't give me their extension or direct number, he will have them call me. Their incompetence as a business is not our fault and they should not be allowed to keep our money while failing provided the product we paid for. All of this is totally unethical behavior. Furthermore, the customers attempt to clean the stain prior to contacting customer service is also an exclusion. The chairs were returned on February 5, 2021 and store credit was issued. The customer sent pictures and from the service techs experience the pictures appear to show damage from animal claws. This changes the sales tax method. He realized he could lose his job for disclosing this fact. Also noted on the case is that they attached another customers purchase details for a recliner. We PAID $1309.97 for the order of a loveseat and a couch. CUSTOMER HAS BEEN IGNORED FOR 3 MONTHS REGARDING REQUEST TO HAVE THE SAME ITEM REDELIVERED. January 12, 2022 Better Business Bureau of West Florida Case# ********* *****, ****** # ******* To: BBB Processing From: The Furniture Warehouse This is a follow up and second response for this complaint. We believe we have gone above and beyond to assist this customer. I told them to leave it in the lobby and I would see if I could find a company to bring it up. The Furniture Warehouse has store credit and a no refund policy. Furniture Warehouse spoke to the customer again on 6/22. We should not be required to subsidize their failings as a business. ANY AMMATEUR READING THE HISTORY POSTED PUBLICLY WILL SEE A CLEAR PATTERN OF NEGLIGENCE AND UNETHICAL PRACTICES. (The consumer indicated he/she DID NOT accept the response from the business.) We patiently gave them every chance to accommodate us and they could not. The date stamped on them showed 10/2020. The customer was originally given a store credit of $560.00 on November 11. We have not been deceptive, nor are we ever deceptive. The plan provides coverage against accidental stains and damages. CUSTOMER SPOKE TO A MANGER AT THE BRADENTON STORE WHO STATED THERE WERE PLENTY OF THE SAME SECTIONAL IN THE WAREHOUSE AND THAT A STRAIGHT EXCHANGE WAS POSSIBLE. I ordered a dining room table and chairs from Furniture Warehouse in November of 2021. I contacted them on the website about 8-10 days later to try to return it, and Meg was really rude and refused, even hanging up on me. The Furniture Warehouse, Bought furniture in September 2021. He said he would but he has said that before and I have never once received any follow-up from him or the accounting office. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. DELIVERING GARBAGE TO A HOME AND REFUSING TO REMOVE THE GARBAGE AT THE TIME OF DELIVERY WAS A TRAP. There were no supply chain problems with the original order or subsequent order. That attempt failed as all the moving companies only cared about a complete move. This will be applied as a refund to Progressive Lease reducing the balance he owes. I cancelled this order and again asked for a refund which I was refused and just given the store credit again. I genuinely appreciate you and your organization for the work you do - standing up against poor businesses practices and for the little person being victimized. When I cancelled the Chase dispute, they returned the funds to the Furniture Warehouse and put the charge back on my credit card bill. A few days later, Furniture Warehouse returned to pick up the items as the customer cancelled the order. (The consumer indicated he/she DID NOT accept the response from the business.) She also spoke to our Director of Sales and said she understood the no refund policy/ store credit only. The customer then called back on January 31, 2022, more than a month later, to report that the other pieces also had damage. Invoice *******. ** ******* & *** ********. December 23, 2021 Better Business Bureau of West Florida Case# ********* *****, ****** # ******* To: BBB Processing From: The Furniture Warehouse On August 12, 2021, the customer purchased a dining table, 4 chairs and a bench set for a total of $902.47.

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