ComplaintsforSam Levitz Furniture Company, Inc.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  II purchase a bedroom set back in April 29,2018 at Sam Levitz on Pantano. I attached the invoice and emails . One of the dresser is feeling from the bottom. The other one is chipping. The night stand has a stain. I was told by the sales person if I purchase the protection plan everything is covered. He even said if you left a curling iron on it and it burnt it it would be covered. I purchase the protection plan and now have been told my that is not covered for what is wrong with my furniture. I would like my money back and not ever buy furniture from this company again. I have emailed them several times and I get no response. I got on line and talk with the person that assist you on line and was also told that someone will contact me. Then I followed up with another text from this person and was told they could not find my number associated with anything. My cell number is on the invoice and I gave it to that person. Had issue with their service department. They were a no show twice to come out after I had to take time off from work and sit . Third time the guy came took pictures and a few days later I receive an email saying that my claim was deny. I have been dealing with this issue for 6 months now. My protection is good for 5 years. I just don't want to wait any longer and then they will say it has expired. I don't understand if they have you email them they should respond.

  Business response

  05/04/2022

  We would like to respond to **** ******. We opened a information ticket to assist with the claim however we have no response from Mrs. ******. We will be more than happy to resolve if Mrs ****** can call 520-365-0111. We would like to apologize for any inconvenience.

  Customer response

  05/05/2022

  Their response is so untrue. **** called me once and left me one message. I have left her 4 messages to call me back. No response yet from her. That number always goes to voicemail. Please try to call that the number and I bet you will get the same response.Sam Levitz is unreliable and heard this from others. I just want my money back so I don’t ever have to deal with this company. They do false advertising. Thank you for trying to help me get this resolved. I want them to take responsibility of following through and not telling you the truth.
  **** ****** 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  More than a little disappointed that I have to write this as I have purchased from Sam Levitz multiple times and furnished my apartment with their merchandise. I love their stuff…but that’s not the problem. Picked out a desk and chair Halloween 2021 and used snap finance to purchase. We were told we could pick up the order the next day at a different location (Prince outlet). Showed up the next day and the desk was missing from the warehouse…as in it was lost or stolen and was never scanned out. They asked if we wanted the chair, we declined, and asked if they could just deliver the set whenever it was available. They agreed. Three weeks go by and we don’t hear anything so they call and say they received a shipment and set up for delivery. Delivery rolls around a few days later and it’s just the chair we declined…the delivery drivers wouldn’t take the chair even though we declined delivery. We were stuck with it. Eventually, after a lengthy long-winded email, I receive a call back stating a refund would be issued to snap finance and the chair could be picked up. This was in December. They were pushing for me to not cancel the order but said they wouldn’t have the product until the end of February. I insisted because at this point I’m being charged for finance payments on items I’ve never received, and at risk of the 90 day same as cash payout option running out. Weeks go by and another payment pulls. I contact snap and they say they haven’t heard from Sam Levitz. They tell me to make contact despite my insisting that they don’t respond…so I send another email. Radio silence. It’s now March and my money has not been refunded and snap is trying to collect on merchandise I’ve never received. I am so incredibly disappointed because I’m a “generational” customer of Sam Levitz and my family has always used them exclusively. I don’t know what to do at this point as I’ve never had issues with Sam Levitz or Snap Finance prior to this situation all the times I’ve used them.

  Business response

  03/28/2022

  We would like to respond to ****** ****** We will have a cashier reach out to Mrs. ***** to get her Snap account refunded immediately in the amount of $ 410.89. We do show chair has been returned and desk canceled.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a complaint fiiled with BBB re 2 sofas received from this seller and they had defects and since they couldnt fix, we chose yet a 3rd sofa, partly because everything is made by ashley furniture anyway and we could have furniture to sit on until it arrived up to 2 mnths later.We went down to the the Asley Home store on Oro Valley where they had this set that they referred us to we purchased and waited for delivery, we received on 11/11/21, On 11/14 I called ******* ******* the sales person and reported the sofa was terribly uncomfortable and the back the way it angled back was uncomfortable, he said I had to have reported with in 48 hrs, however he also said there was a breaking in period and he felt we needed to wait and do that but we had missed our 2 day opportunity. SO contradictory, would it have mattered if it was in 2 days since he advised waiting 2 weeks. I know they take them back as when they tried to replace our flexsteel couch that had an issue , when the delivery truck came, the driver told me the sofa wasn't in original packing I asked does that mean its a return and he said yes and I refused that sofa . I called this week and they still won't do anything, but Mohammed 520-497-0072 the online person I spoke with thought they would. I want no furniture from Sam Levitz again I'll sit on the floor,its just me and my husband so I dont have alot of people sitting on my furniture.

  Business response

  03/28/2022

  We would like to respond to ******* *********. Mrs. ********* purchased on 9/18/2021 and the order was delivered on 11/11/2021. We have offered a refund of the

  sofa and loveseat  to ******* ********* due to customer called with in the 48 hours. The pick up date of the furniture was on 3/24/2022. We have contacted Mrs.

  *********  to inform her the refund will take 7 to 14 working day to mail out a check in the amount of $4342.90.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased furniture from Sam Levitz twice last month. The first time, we bought a faux leather couch and added a warranty package that came with a care kit for the couch. They didn’t bring it with the couch delivery. Then they said it would be brought with the second furniture purchase. It was not. The second purchase included a tv stand and coffee table that was supposed to be a two tone solid wood piece. When it arrived, it was not the correct color. We went to the store just to confirm that we didn’t remember it incorrectly, and confirmed it was not the color shown online or in-store. The day the tv stand and coffee table arrived we also found out that my husband’s mother was dying so we couldn’t get down to the store right away to deal with this. As we were trying to figure out travel plans, I called to let them know about the issues. I got transferred multiple times and hung up on. When I finally got someone, he informed me that dealing with this was not his job and the salesperson (who was great) was out with COVID. So I asked for him to have a manager call me. Two weeks later, there has been no response. The pictures show the advertised product (light wood top) versus what we got (dark top).

  Business response

  03/28/2022

  We would like to respond to ****** *****. We understand there is a color difference and we will be more than happy to exchange the pieces Mrs. ***** is not happy with the furniture. We have reached out to the customer with no response back. We will be willing to exchange the furniture or if the customer would like to reselect or we can pick up the furniture for a full refund. We will be awaiting to hear back from Mrs. *****. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We ordered a couch and love seat from Sam Levitz on January 4, 2021 and were told they would be delivered January 31, 2021. Everything was supposedly tracking on time until the week of delivery when we were told there was a two week delay. For the next two weeks we were told everything was tracking on time and, once again, the week of expected delivery we were told there was another two-week delay. This continued for eight months and our couch was finally delivered in August. After the delivery people left, i noticed a chunk missing from one of the legs. I immediately called the store and was told they didn’t carry the legs so they’d have to replace that entire section of the couch and it would take about 6 weeks. Two months pass and we hadn’t heard anything so we called back in October and were told nothing was ever put into the system. We had to make multiple calls to get them to schedule a repair person. When the repair person finally came out on December 4, 2021 he realized they gave him the wrong legs and that other legs had damage to them. We called back and requested both the repair of the legs and a refund of the warranty we paid for yet they had not fulfilled. They promised a $300 refund and the fixing of the legs. We called back January 7, 2022 because we still hadn’t seen the refund and they said we needed to come in to pick up a check. My husband went in for the check and they said they couldn’t see how we paid so they would need to send it to us. So, as of today, we’ve received neither the refund nor the fixing of our couch legs.

  Business response

  03/13/2022

  We have received all the legs requested by our customer. We will schedule a technician to go out to replace all legs. We will reach out with that date once we are in contact with the customer. We apologize for the long wait of the back order parts.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $3,000, lied to, incomplete order 11 MONTHS & counting!! 11MONTHS!! Ordered a bedroom set for my daughter. Delay after delay took me to the store. In the store was the bedroom set that had been delayed. What!?!? Only display. Was shown sets that were supposedly complete that we’d get immediately. 11 months later I might get it. I was lied to. I was straight out lied to. Get this! They asked if I wanted to wait for the mirror to deliver the whole set. Ummm no!

  Business response

  01/11/2022

  We would like to apologize for the delay of the back order of the mirror. We have an estimated date of arrival of the beginning of February. As soon as we receive the mirror we will contact our customer to schedule the delivery.  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we purchased furniture from Sam Levitz, we bought the 5 year protection plan. We filed a claim and it was denied because we waited more then 30 days to report stains and wobbles and unstable chairs. Additionally we were told that wobbling of chair and cracked leg in chair is not covered. This protection plan is worthless. The paperwork we were given states 5 years and there is no mention of 30 days as we were told. The representative who processed the claim told us we must give dates of the stains occurring. After forcing us to make up dates she then said hold on and came back and said your claim is denied because it was over 30 days. She made us make up a date knowing ultimately she would deny it. I feel Sam Levitz sells these plans hoping that people will not file a claim or better yet have the insurance company deny it. I feel anyone buying furniture from this store should be forewarned about their practice of selling worthless policies.

  Business response

  02/01/2022

  We would like to respond to **** ******. Customer has been informed of a reselection due to parts are not available for repairs. Customer has agreed to reselect

  and we will pick up the chair and cracked side chairs when their new selection is being delivered.

*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. ↩