ComplaintsforDufresne Furniture & Appliances

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a bed frame via online store. Paid for the white glove delivery which includes installation. Delivered on Sept 28, 2024. Delivery people were 2 hours ahead of the 3 hr scheduled window. Visibly annoyed when we asked them to come back at the scheduled time. They installed bed so egregiously wrong that one of the Dufresne employees I later showed picture to was shocked. Bed wobbly with light touch - not structurally sound. Screws only half inserted. So obviously wrongly installed * *** **** ******** **** *** **** ************* Also furniture was damaged in multiple places. We have been resorting to sleeping on mattress on floor. I called the Dufresne service line immediately when this problem was noticed after the delivery guys left. Was told there is a messaging app AI that takes complaints and submitted. Did as told - received email 2 days later that stated we could either get 10% refund, 15% in store credit, or have technician assess the damage. Told to call the same help line to arrange for next steps. Called help line back, was told no technician was available within 2 weeks. Asked for refund, was told with refund only 90% of pre-tax amount would be received. I read their terms and conditions and told them that my case was different because my furniture was damaged by their delivery staff. I was told there was nothing I could do and nobody I could talk to. I went to a physical store who confirmed service desk is only via phone and nothing they could do. I am very upset at the roadblocks encountered and lack of accountability for this company to own up to their actions. ***** **** ** ******* *** *** *** ***** ** ******* ***** **** **** ******* ** ****** ****** ******* ********** ******** * ***** ** ***** ** ******** **** ** *** ********* ** **** * ******* 

  

  Business response

  31/10/2024

  I emailed ************************ today. 

• Initial Complaint

  21/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ********* * *** *** ** ********** ****** * **** ** ******** ** **** *** Summary of events: We bought a fridge from their Nairn Ave store on June 18. This was due to our existing fridge no longer working properly. Fridge was delivered June 22 and I strongly suggested to the delivery crew to use the back door as the clearances were better. They refused that and forced the fridge through the front door, causing a 21 inch crease and scratch on the fridge. We tried to refuse delivery and requested a replacement but to no avail - we had to follow the retailer's policies and procedures. We were also told not to use the damaged fridge until the situation was resolved. After numerous correspondences/phone calls and a visit from the manufacturer's agent, a replacement fridge was delivered on July 13 (through the back door this time and no damage was incurred). I then paid a visit to the Nairn Ave store to recount the events to the manager and complained that we were without a fridge for 3 weeks and therefor feel we are due financial compensation for the inconvenience they put us through. Their offer was $** store credit and that is not good enough - and assumes we would patronize their business in the future.

  

  Business response

  29/08/2024

  I spoke to *** today. Guest informed of the issues upon delivery and timeframe it took to get a replacement.  Guest was offered $** for inconveniences. Guest did not think that was fair.  I offered $*** off of the order for inconveniences.  Guest accepted.  Submitted refund. 

  Customer response

  29/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Formal complaint regarding damaged hardwood floor during delivery service. I am writing to formally address the damages incurred during a recent delivery provided by your company. During the delivery, your team inadvertently damaged our hardwood floor while maneuvering the old fridge. This occurred due to inadequate protection underneath the fridge, resulting in gouging and puncturing of our hardwood floor. Upon discovering the damage, I promptly informed your delivery team, who immediately documented the incident with photographs. Despite clear photographic evidence and repeated explanations distinguishing between existing and new damage, Guest Care services has asserted that the damage is pre-existing and not related to the delivery. This response is inaccurate and dismissive of the facts presented. It's important to note that the photographs were not at my request, as implied by Guest Care, but were initiated by your delivery team as acknowledgment of the damage they caused. I am disheartened by your disregard for this crucial detail in your assessment. My attempts to seek a fair resolution through Guest Care have been met with resistance and a failure to consider the facts, resulting in the ********* closure of my case. This lack of accountability is concerning and reflects poorly on the expected customer service standards of Dufresne Furniture. ***** ** **** *********** * **** ********* ** ******* *********** ********* ***** *** ********** **** *** **** ** ********* ************ ******* *** ************** **** **** *******. It is regrettable that a company ** **** ******* *would fail to take responsibility for damages caused directly by your representatives during a service you provided. I trust that you will review this matter seriously and take immediate steps to rectify the damage to our hardwood floor. I look forward to a prompt and fair resolution to this issue.

  

  Business response

  16/08/2024

  We have informed guest that the claim has been denied.  We cannot override Property claim denial.  This is closed.   Please close. 

  Customer response

  28/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I am submitting this formal rebuttal regarding damage to my property during a recent delivery; there was damage caused to our hardwood floor during the recent removal of our old refrigerator by the Dufresne delivery team. The handling of our fridge, as the fridge was being carried to the door the delivery team decided to lay down the fridge on it's side with no floor protection by doing so damaged our floor, fell short of the care and professionalism we expected. Thus far, all attempts to find a resolution has been unreasonably denied.
  
  Dufresne delivery employees took full and immediate responsibility for the damage inflicted to our hardwood floor. We took photographs of the damage immediately after it occurred and have submitted these images multiple times.
  
  ******** *** * ***** ********** ** ******* *** ********** *** *** ******* ******* The harm to our hardwood floor directly resulted from the actions of your employees, suggesting a lapse in proper handling techniques. ** ** *** ********* ************** ** ****** **** *** ***** ** ********** ******* ** ****** **** ***** ******* ******* *******
  
  The damage is well-documented and clearly shows the condition of our property post-move, and was not pre-existing. As a customer, I relied on Dufresne to provide a service that would safeguard our belongings. Failure to address this issue satisfactorily has affected my perception of the company *** *** *** ********* ** ********** ****** ***** ***********
  
  I respectfully request that you review the photographs again and consider my claim for compensation to cover the replacement costs of the damaged floor. I trust that we can achieve a fair resolution **** ******** *** **** ********* ** *************** ******** ** ***** ****
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  

  

  Business response

  26/09/2024

  We have informed guest that the claim has been denied.  We cannot override Property claim denial.  This is closed.   Please close. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sale was 04/24/24 and we received the new fridge on May 22 nd. The fridge was sold to us as smudge and fingerprint resistant. This fridge shows every little fingerprint and smudge. I called our salesperson Rushikesh ****** for some type of resolution and I was told to contact the manufacturer. I asked why I had to contact them when I bought from you. He was not helpful, unwilling to look into it and it's a manufacturer problem. This fridge is not what we were told and I have texts between him and me where I asked and he confirmed it was fingerprint and smudge resistant. We have to wipe the fridge every day as it looks terrible. I asked for him to look into some type of resolve for us but said it's the companies policy to have us deal with the manufacturer. The only give you 48 hours to return it so we are in a tough position. We would also take a refund and they can keep the delivery charges. All I'm asking for, is to have the fridge we thought we were purchasing. We are even trying to be so careful opening and closing but it doesn't matter, just a slight touch leaves a mess.

  

  Business response

  03/06/2024

  I reached out to the guest and he was busy.  He is going to call me back.  

  Customer response

  03/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I called back and left a voice mail for them to return my call and of this writing no call back. 
  
  Sincerely,
  
  Jeff ******

  

  Business response

  05/06/2024

  I have spoken with the guest and was checking on the smudge resistance feature.  I will be reaching back out to the guest today.  

  

  Business response

  05/06/2024

  I have spoken with the guest and the refrigerator is smudge resistance and smudge proof.  The smudges should wipe off easier.  

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jeff ******

• Initial Complaint

  28/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased appliances ** *******  Now I don’t usually take warranty but we decided it was a large amount and salesman said it was a great deal and the warranty company would take care of us. **** **** *** * *** ****  I have been calling for a month to have my stove fixed.  Today I lost it and told them this was not acceptable. I paid for service and now I can not get anyone to call me or return my calls. * **** ********* **** **** ** *** ** ** ****** *** ******* **** **** **** ********  I asked for my money back so I could put it towards the repairs and they said oh no you can’t have that. * ******* so you pay for a service and when you cannot have the service you also can not have your money ***** **** ********* 

  

  Business response

  29/05/2024

  i have spoken with the guest and we are working with the extended warranty to get the issues resolved.  I will follow up with the guest once I have heard back from the warranty company.  

  Customer response

  09/06/2024

  I have been contacted every week but nothing has happened the warranty company has never contacted me    I have asked for money back to put that towards my Stove but that’s not going to happen.  I am guessing I have to put the money out to have it repaired *** *** ******* **** ** ***** ** ******   ****** ******* ***** *** ******** ******** 

  

  Business response

  18/06/2024

  The service tech is going out today to look at the stove.  

  Customer response

  19/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Yes it has been fixed after 2 months of calls.   **** ** ****** **** *******  * **** *** ** *** ******** ******** ******  ****** *********

  
  Sincerely,
  
  Alberta ********

• Initial Complaint

  28/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had bought a sectional, sofa/love seat set and living room set on April 1, 2024. We were told we were going to get delivery and did not. We live in a northern region and had to drive a total of 5 hours to pick up our furniture. Once we got the furniture and unwrapped it we noticed that the bottom dust sheet was damaged. We have photos of this and contacted the service department. They set up a tech appointment. The tech cancelled and Dufresne did not notify us of this. We then phoned and rescheduled to Monday May 27. I phoned around lunch time as we have not yet heard from the tech and the service department then informed us that they actually did not schedule the appointment and we would again have to reschedule and wait another week to have our sectional fixed. We tried to phone the store manager, left out name and number and he did not reach back out. This is not the first time that we requested the store manager phone us and we have no reached out to him. We are disappointed as we bought our first home and received damaged furniture right out of the packaging. Additionally about a week after we picked up our furniture we also noticed a couch cushion cover was broken as the zipper would not work properly. We have had no communication and keep being told that we can only deal with the service department. Before we received our furniture they also did not communicate that our furniture was unable to be shipped in the time frame that was agreed upon. We have paid extra for the extended warranty that indicates if a tech cannot fix our furniture it can be replaced, but we are just wanting to return all furniture bought and go elsewhere as this has been a very stressful and frustrating situation. We have reached out multiple times and have received poor customer service and no contact back.

  

  Business response

  29/05/2024

  I have left a message for the guest to discuss the issues.  

  Customer response

  06/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I was told to give the tech another chance and the tech once again did not show up.  I have also not heard from the swan river store as to when our table is getting delivered. This is becoming very frustrating. We want our couch fixed.
  
  Sincerely,
  
  Kaylie ******

  

  Business response

  17/06/2024

  I have spoken with the guest and offered to exchange the piece.  She would have to bring back the damaged one and pick up the new one, since she originally picked up.  She declined to do that.  We have ordered the dust cover and they are going to install it them self.  

• Initial Complaint

  22/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new sectional sofa delivered in April 2023 from Dufrense furniture. We paid just over $7,000 for the sofa. Within a few months we noticed seams coming apart in numerous areas. We called the service department and they sent a repair person. They arrived a few weeks later and realized they had the wrong parts. They also noticed further damage to the frame which we were told must of happened during delivery. They re ordered parts. The next visit we were expecting repairs to the sofa and they were to take one section the the shop for frame repair. The repair person was not prepared to take the section with them. He was also given the wrong parts again. We then approached the store and asked for the sofa to be returned and an in store credit to be given and we would pick out a new sofa. They ran it up the chain and it was refused. They said they would order parts and they would be available on April 15. Today April 19 I called the store and asked where and when it would be repaired. They told me May 10 now as something was missed and deleted from the system and we would have to wait again. We want this sofa returned and a credit issued. The service we have gotten is terrible and we want a credit for the purchase price. We would also like the extended warranty refunded ** ****** *** ***** *** ***** **** ******* *** 

  

  Business response

  26/04/2024

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  our records indicates there is a technician scheduled to address the product concerns on 04/30/2024

  we look forward to working with you for resolution

  regards

  Customer response

  03/05/2024

  Hi. They cancelled my service for last week and have now rescheduled for May 14th. I’ll provide an update on this after that date. 
  

  thank you

   

  ***** ********* 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress and filed a claim within the 10 year warranty as I have excruciating back and hip problems from my mattress. I can no longer sleep on my mattress as I have trouble walking the day after sleeping on my mattress. I have so much pain that I have trouble standing, sitting, walking, and doing any form of exercising. My husband is also experiencing the same pain. I *** ****** ***** *** ******* ** ** ******** *** need to exchange it.

  

  Business response

  12/04/2024

  Hello,
  Thank you for reaching out. Your mattress claim has been reviewed and at this time we are unable to submit your claim to the manufacturer. The mattress is showing a compression of 1.25 inches. The manufacturer requires a mattress to have a compression of at least 1.5 inches to qualify for claim submission.
  If you have any questions or concerns, you can reach our guest care department at ***************
  
  Our hours of operation are Monday-Saturday from 9am-7pm CST.
  Thank you, TDG Guest Care

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About one month ago, my wife and I purchased a new ** washer from Dufresne. We were told it would fit on the base of our existing ** model. When the new washer arrived, it was delivered by Ashley. They began to remove the old one off the base with a hammer, advising us that the new washer would not be stable and would have to be strapped onto it. I decided to keep the base and not install the washer on it for the time being. The delivery was supposed to include installation, which we paid for. They attempted to leave (it was past 6 pm) but I told them to balance it. They set it so it wasn't wobbling but did not use a level to balance it and left. The next morning, I hooked up the water lines myself and balanced it using my level. I set the drain hose properly into the drain and put the traction pads under the feet. They did not leave the shipping bolts, as the manual specifies and we will likely move in a couple of years. We were unable to get any closure on the delivery issues - Dufresne does not talk to anyone directly even though we bought local. On month later the washer was leaking water and shaking. After some confusion, it took a week to get a service rep from a third party to have a look at the washer. He said we used too much soap and to use 1/10 of the normal levels. The machine takes longer to wash loads. He said use extra rinse and to do a tub clean every 2 weeks or sooner to get rid of deposits. He said the manual was wrong. We were told to do only large loads because the washer could become unbalanced. He said to use the Normal setting for everything. He said the old base would work for the new machine, which it most likely would not without a professional installer. ** ***** ** ******* **** *** ****** ** ****** **** ******* *** **** ******** A different third party has been trying to get Dufresne to call us for 2 weeks. Nothing. This whole purchase has been a disaster.

  

  Business response

  25/03/2024

  Hello

  Thank you for contacting us

  Our records indicate the certified appliance technician has assessed the product and the report indicates it is in good working order and no further service is required.

  This claim is complete

  Regards

  Customer response

  26/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:  The business denies any responsibility and is obviously not willing to discuss this issue or communicate with us.  The machine does not operate properly when used according to the manufacturer's instructions.  The base for the old machine has not been removed from our premises.  We have no confidence in this unit and wish to have an extended warranty provided to us free of charge or the machine replaced with another make or model.
  
  Sincerely,
  
  Gérald *******

  

  Business response

  16/04/2024

  Hello
  Thank you for contacting us
  Our records indicate the certified appliance technician has assessed the product and the report indicates it is in good working order and no further service is required.
  This claim is complete
  Regards

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased two recliners at Ashley Store ** ********** ** on November 16,,2023 ,,we picked both chairs up ** ******** ***** ** ********** ** on November 22,,2023. Both chairs looked very fine after we unpacked them. , but after three months of use one chair has the cushion sagging way down on the right side ,,while the other chair is very fine. It is very visible,, and you also feel it when sitting in the chair. We paid $****** for each chair and we were advised to buy extra warranty on both chairs which would give us five years of coverage. The warranty cost was $****** per chair. We paid the total some of $******* the day we bought the chairs ( November 16th,2023)

  Customer response

  08/03/2024

  The company has contacted us and has promised to come to our home to fix the chair in question. They are coming March 26th and it is warranty work. I am very happy they have gone this route on this matter. I just do not want a problem or trouble with them at all. ** *** *** **** **** *********** **** *** * ***** *** *** **** ******** ** ** ****** I feel so soo much better with this off of my mind. ********* ***** **** 

   

  

  Business response

  11/03/2024

  Hello

  thank you for contacting us and we are sorry to hear about your concerns. 

  our records indicate there is a technician scheduled to address the concerns with the chair on 03/26/2024.

  we look forward to working with you for resolution

  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. ↩