ComplaintsforPilgrim Furniture City

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Corporate Service Team, I am writing to formally express my dissatisfaction with the service I received at your ******** ** location regarding my purchase (Sale Number: ********) made on July 17, 2024. My experience has been frustrating and unprofessional, and I feel compelled to bring this matter to your attention in hopes of a resolution. My experience with your staff, particularly with Assistant Store Manager Anthony F**********, has been nothing short of frustrating and has led to significant financial repercussions for me. I hope this complaint reaches the appropriate department within your corporate structure, and I look forward to your prompt response. Thank you for your attention to this matter. I hope to resolve this matter amicably and urge you to pass this letter to the appropriate department within your corporate structure. My expectation is not just for a response, but for prompt action that reflects your commitment to customer satisfaction. Thank you for your attention to this pressing matter. I look forward to your swift response. Sincerely, [ ****** ******* ********* ]

  Business response

  09/30/2024

  As per the signed terms and conditions of the sale, refunds will be issued by the same method as the purchase is made, i.e., by check or credit card.  We have refunded the customer in full, back to the credit card that was used to purchase the merchandise.  

  Customer response

  10/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: no one ever stated a refund or accepted to one, your Assistant Store Manager Anthony F********** is a fraud. he sent the money back to the credit card which we closed out and fully paid everything to. we lost the physical items worth $7,568.39. its not about the money we wanted the items. we wanted a solution a solution we benefited from we never agreed to a refund.
  
  Sincerely,
  
  ***** ********

  Business response

  10/15/2024

  We apologize for the confusion with your order.  In an effort to reduce any chance of loss to our customers, our policy is that all request for refunds are made directly to the credit card that was used to make the purchase.  I would suggest contacting your credit card company to have them refund your credit balance at this point.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Pilgrim furniture in *******, *********** during a sale weekend. I found a couch, a chaise lounge, and an ottoman that I thought I might want to purchase. The sales lady told me to put a deposit down to hold the sales price. I confirmed with her that I did not want to place the order yet and that I would get my money back if I told them later that I did not want to go through with the order. About six weeks later I decided to not go ahead with the order. I was then informed that the sales person put the order through for the chaise that was apparently a custom order. By the way, the only thing about the chaise was a pillow. The company is refusing to refund me the full $1500 deposit that I put down. They are charging me a $460 "restocking fee." I told them that I never put the order through and they admitted to me that it was their error. But weeks later they are now refusing to refund the whole amount. I have stopped by the store and they will not let me speak to the original sales person. I have also been told by them that their cashier person did indeed make the error. The form that they had me sign for the deposit has a cancellation fee stating that custom orders may have a restocking fee. However, I never placed the order to begin with. I feel that this is incredibly unethical and that the sales person either lied to me, or the cashier made the mistake, and they are having me pay for their error.

  Business response

  08/17/2024

  I have reviewed the customers complaint and agree that a refund of the restocking fee should be given.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set after the delivery service left. I went to open the drawer to put my belongings in there and it’s missing the side rail and screws. I called them. They basically told me it’s the Fourth of July weekend. Nothing anybody can do. I told him I took today off. I would like to get someone here to look at it. I asked him can they come next week Monday and again he repeated this is the Fourth of July weekend today’s the fifth Fourth of July is over. I don’t like the service, they treated me like it’s no big deal. I’m very unsatisfied with this service.

  Business response

  07/22/2024

  Good Morning,

       This customer has been taken care via an exchange done on 7/9/24.  I have attached a copy of the exchange sale.  Unfortuenly on holiday weekends staff is limited.  We resolved this customer's issue the next available time we had available. 

  Thank you,
  

  Alison

  Pilgrim Furniture

  Service Dept. 

   

  Customer response

  07/22/2024

  
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a dining table with chairs in September 2021. Delivered in December or January. It immediately started falling apart. We tightened the legs on all table and chairs repeatedly over the next few months. Submitted a claim in August of 2023 since we had purchased additional five year coverage. They never responded. Called in April and they said they had denied our coverage in October, but I never received any correspondence, through email or mail or phone. They're telling me that they won't cover it at all, even though we purchased additional coverage because there is an "accumulation of damages that are based on normal wear and tear." Since the table AND chairs started falling apart within a month of delivery, I don't see how that is normal wear and tear. We clean the table with water and the paint falls off instantly. There's just no way this table is of good quality and they won't even honor an extended coverage warranty. It seems like a scam.

  Business response

  04/11/2024

  Good Afternoon,

     This customer's claim is directed at the wrong company.  Pilgrim Furniture provides a one year warranty through the manufacture.  At the time of purchase the customer choose to purchase an accidental coverage plan that is for 5 years.  No claims about this dining set were made within the first year, I have attached a copy of the customer's history with us.  The customer put a claim in with the accidental coverage plan directly which is called **** ********* ******** (5 Star) that is the company that has denied their claim.  I have attached a copy of the denial. This accidental coverage plan covers single incidents not accumulation of damages. I have attached an example letter that every customer receives after they purchase the accidental coverage plan and in that it clearly states how to to start a claim.  Any damages must be reported within a timely fashion, 30 days from incident. I have attached the photos the customer submitted for their claim. The customer has had possession and use of this table and chair set since 11/27/21 therefore the manufacture warranty was expired on 11/27/22.   Pilgrim Furniture was never contacted within said warranty timeframe. 

  Thank you,

  Alison K.

  Pilgrim Furniture 

   

    

  Customer response

  04/11/2024

  
  Complaint: 21561536
  
  I am rejecting this response because:

  Your sales person said this would cover the sort of damage we’ve seen with this table. You sell this coverage but don’t actually honor it.
  

  While we may not have sent a repair request within a year, the table was falling apart within a month. 
  

  We were so disappointed with the whole experience, from the sale to actual delivery. Then to have it fall apart so quickly. The furniture is very poor quality. When you buy an extended warranty, it should cover something. No one has even offered to come look at how bad it actually is or explain why the damage isn’t covered when it’s clearly from poor construction.

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase furniture from Pilgrims Furniture City in March of 2021, along with a five-year protection plan. In January of 2024, I processed a claim with their vendor * **** ********** due to rips in between seats on the Sofa and was advised my claim was denied as the warranty does not cover the “Vinyl” only the “Top Grain Leather”. I called Pilgrims and was told to send an email to Lynda the contact person for the vendor as the warranty does cover Vinyl. I received an email back from Lynda on 02/10 explaining Pilgrims can not over-ride a decision by * **** as they are a separate company. On 02/11/24 I went into Pilgrims and spoke with Supervisor Marty who advised me he would follow-up with the Vendor and call me back by Tuesday (I am still waiting for him to call me back). I had to call Pilgrims several times to ask for updates to be told Marty is still working on it. On 02/26 I called and spoke with Sharlene who advised me to send them the pictures of my couch. I still have not received a call back so on March 17th. I called and left a voicemail for the District Manager Tim D**** and he promptly returned my call on March 18th to advise that Lynda the service manager would be calling me to provide an update. Lynda left me a voicemail on 03/18 asking if I had been contacted by * **** *******. I left her a voicemail the same day advising I had not heard from anyone regarding the matter. On March 19th I received a call from Allison asking if Pilgrims can send a service tech out to my home to look at furniture and take pictures. On March 21st a technician came to our home, took pictures of the couch and advised we would hear from the Vendor in two business days. On March 22nd, I received an email from Pilgrims explaining they reviewed the technician’s report and did not find any manufacturer defects. My husband has left several voicemails for Tim D**** and to date has not received a return call.

  Business response

  04/17/2024

  Good Afternoon,

       Pilgrim Furniture offers a one year warranty through the manufacture.   Ms. ******* purchased and received this order on 5/24/21, which would have the manufacture warranty expire on 5/21/22.   The customer reached out to Pilgrim upset at the denial of their claim with the accidental coverage plan.  Pilgrim as a courtesy offered to send out our technician with over 25 years of experience to inspect the items.  This technician determined that there is no manufacture defects that what the customer was concerned about is normal wear and tear.    The accidental coverage plan that was purchased at the time of sale covers accidents only not normal wear.  The concerns that there is cracking is considered the wear.  

  Thank you,

  Alison K 

   

   

      

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: The warranty does not state its for accidental coverage only. My claim was denied by the vendor because they do not cover "Vinyl" only "Top Grain Leather".  This is the first time I'm being told the warranty only covers accidents.  I would like Pilgrims to refund me the cost of my warranty since they are refusing to honor it $499.00 plus taxes.

  I have attached the front and back page of my warranty.
  

  
  Sincerely,
  
  ******* *******

  Business response

  04/18/2024

  Pilgrim is unable to refund after 90 days of purchase.  If you would like to cancel this 5 year plan and request a refund for the remaining of the plan please reach out to the protection company to request that.  They do a prorated refund and you would need to work directly with them for that request.  

   

  Thank You,

  Alison K 

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am requesting a full refund of the warranty price as the company is not honoring the warranty:

  1. Your salesman did not advise that the warranty only covers accidents

  2. When the warranty company denied my claim it was because they do not cover the Vinyl only Top Grain Leather

  3. When I spoke with your sales representative they also never mentioned the warranty only covered accidents, but instead agreed with with that the warranty should cover the entire furniture next sections of it.

  4. When I email Linda your service manager she again never mentioned that your warranty only covers accidents, instead her response was she could not over-ride a decision by the warranty company as they are a separate company from Pilgrims.

  5. When I spoke with Supervisor Marty again n mention that warranty only covers accidents.

  6. When District Manager Tim D**** left me a voicemail nor did he mention that the warranty only covers accidents.

  7. Nor did the email that was sent to me after the technician visit indicate that the warranty only covers accidents. It stated the damage was from normal wear and tear and not a manufactures defect.

  Now you are advising your warranty only covers accidents not normal wear and tear. So its quite obvious that your company is not honoring the warranty that the company is selling to customers. On top of the fact that after less than three years we need to purchase new furniture, so basically when wasted $4000.00.  This is the less your company can do.

  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying on a lift recliner that I solely rely on medically I sit sleep and stay in the chair. It hasnt even been a year and it has broke twice. The first time in oct it took almost a month to fix. This time the whole metal frame broke pilgram sent someone out took a picture said nope I'll show it to someone. Pilgram now claims they dont have to fix it even though we are still paying 208 dollars a month to call warranty company called 5starservice.net which I cant find on here to make a complaint against to. Pilgram charged us 199.99 for a extended warranty pilgram keeps telling us to call them the warranty says to call someone else I'm a medically disabled homebound lady that just wants my chair fixed or replaced

  Business response

  01/11/2024

  Good Morning,

     This recliner was purchased in March of 2023 yes but unfortunately the issues with the recliner are not manufacture related.  I have provided the tech reports and photographs.  The customer did purchase the accidental coverage plan(RAP) which we recommended the customer reach out to to start a claim for this chair.  

   

  Thank you,

  Alison K.

  Pilgrim Furniture Service Dept.

   

   

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: it has not been a year and it says pilgram is responsible for fixing it. A whole broken metal frame is not wear and tear there is a issue. Also, I have reached out the the extended Warranty Company at least 20 times and get no where. I was told to contact where I purchased it. Then was also told they would send a tech out. That never happened this was 2 weeks before Christmas. Still nothing when I call back I'm told to talk to where I purchased the chair pilgram. I would gladly file a complaint against the extended warranty company also. I can not find the name on BBB website to file the complaint. Paying a additional 200 dollars for a warranty that's not helping isnt right. My mom is suffering medically as her 2000 dollar chair sits unusable as no one can help. Maybe if I cant get help here the news can help.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The quality is amazingly poor. The furniture fell apart 3 days before my 1 year warranty expired. It was so difficult to get through to anyone, by the time they responded the warranty expired that day. They refused to repair it and told me to pay someone else.

  Business response

  12/28/2023

  Good Morning,

     This customer reached out to Pilgrim via email on 12/12/23.  The customer's warranty expires on 12/13/23.  This was the customer's first complaint on this furniture set since the set up of the bed.  We did respond that they were out of their warranty in human error as we looked at the dates wrong.  We then reached back out to the customer and scheduled for a technician to go out to evaluate for and repair any manufacture defects. The technician was there on 12/21/23 and found that parts were needed to repair this bed and bring it up to manufacture standards.  We have placed this parts order and once they arrive into our warehouse we will send a technician out again to install said parts to bring the bed up to manufacture standards. 

  Thank you,

  Alison K.

   

     

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year we purchased at 13 peice sectional from pilgrim. In this time we have had multiple issues that the recliners in the couch needed to be fixed. The purschase price of the couch was around 15,000. On 9/18 their technician came to our home to fix the broken chair and stated the couch was not worth fixing. The quality of the fabric was terrible , he stated he was putting in a request for the couch to be replaced. Pilgrim told us they will not cover a replacement. I have asked to speak to a manager for more details and have not gotten an email response back. I have called and left a voicemail for the service department manager, Allison I have also left a voicemail for the district manager, Mr. D****. Neither have responded back. The fabric is now frying and separating which is causing tears. We bought the protection warranty. At this point I just did not know where to turn for a resolution because I can not even get a response from them. Upon further research, I have found reviews posted online where multiple people are having the same exact issue. Quality concerns with no resolution or call back. I thank you for your time. The account with pilgrim in under my fiancés name ******* **** ###-###-####

  Business response

  11/02/2023

  Good Afternoon,

     I have provided photos taken by our technician at the time of his visit in September, along with photos the customer has sent in in October and a copy of a sample letter from the warranty company sent to every person that purchases the accidental coverage plan and our technicians report.  Pilling on fabric is not a defect but a normal occurrence from wear and tear.  Pilling is not covered under any warranty.   The customer does have a mechanical problem with one of the recliners that we are addressing and resolving.  A part is on order to make this repair and once the part arrives in we will schedule a repair technician to install the new part.   

  Thank you, 
  

  Alison 
  

  Customer response

  11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: we contacted the accidental insurance company and they directed us back to the manufacturer due to the issue not being accidental. We’ve ask several times to speak with a manager or the owner. There are multiple complaints on line due to the same exact issue we are having so it’s not just us. We wouldn’t have even raised a finger to the issue of the fabric if it weren’t for the technician (who was coming to fix the mechanical issue) said the quality of the fabric was a defect. If the pilgrim technician said this why isn’t it being honored? The couch isn’t even a year old and the pilgrim website claims there’s is a one year defect warranty , this is not normal wear and tear  there are now tears on the sofa from the pilling yet it’s not covered due to it being caused by pilling. There is ovbiously a defect in the fabric for it to be doing this. Not to mention this is the 3rd mechicnal issue we have had. The quality is absolutely terrible. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a bookcase and desk for roughly $1,600.00. 1st delivery came in damaged. They offered to replace both items. I received both items damaged again. I looked at them before they even entered my home. I spoke to the service manager Jennifer who was rude and told me that that is how these pieces come in as distressed. They said no more replacements. I said that’s not distressed that’s damage. I then spoke to Anthony the store manager who told me that’s the way the business is now.Furniture comes from overseas damaged and that’s the way it is. Seriously that’s a terrible answer. Then u don’t do business with those people. You dont pass on damaged items to a paying consumer. I shouldn’t have to pay full price for a damaged item. I wanted the furniture removed and credited. I was told no refunds and that I had to purchase something else from them of which I do not want. 2 bad deliveries means a bad company product. I submitted pictures where u can see clear damage and not distressed wood. I don’t want anything else in the store. If I’m required to keep these items damaged then i should get a substantial credit for said damaged items. They told me they can send a repairman. I said why would anyone pay full price for something to have a repairman come out and fix the item a week after it is purchased.

  Business response

  07/25/2023

  Good Morning,

     I have reviewed this claim.  The consumer purchased a desk and bookcase made out of wood.  This wood is then distressed by the manufacture to make it look more rustic or vintage.  What she is referring to as damages are actually natural wood characteristics and manufacturing distress marks put there on purpose.  Pilgrim has offered to send out a technician to confirm all of this and touch up any marks (within reason).   The technician was scheduled to go out on Thursday 7/20 but the consumer cancelled the appointment on the day of the service, it has been rescheduled to 7/28.   

   

  Thank you,

  Alison 

  Pilgrim Furniture. 

    

     

  Customer response

  08/01/2023

  I am still unhappy with the quality of the furniture.  They sent someone out to fix it and it still looks bad. They should give me money off of my purchase for a low quality item. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch from them bran new on May 2021 and bought the protection plan. With covid was not delivered until August 2021. IT ripped for first time within a few months and it took over 6 months to get it repaired. The tech also never hooked back up the wires and it still does not recline to this day and that ticket has been in waiting as well. Since then two more cushions have ripped and two tickets have been in for repair since 10/31/22 and when I called told me they denied claims for "normal wear and tear". I was never informed and how is that ok. I have been back and forth with them and Pilgrim almost immediately. I have been to Pilgrim showroom twice trying to resolve this and get either a replacement or refund and they have done nothing and not to hear my warranty is basically useless for a 3000$ couch that I as a LEO barely use since I work 80-90 hours a week is crazy. This is taking advantage of the consumer 100% and I want to have some course of action. what can I do before move forward?

  Business response

  02/09/2023

  To whom it may concern:

  We are very sorry you are dissatisfied with the service you were provided through the protection company. We do not provide that service. This is an outside company, similar to an insurance plan that you purchase for accidental protection on a car. That insurance plan would not cover wear and tear to the car, just one time, in the moment damages, as explained on the protection tear off sheet you are provided at the time of purchase of your furniture.
  
  Your sales history shows your furniture was delivered in May of 2021, and the next transaction in your history with us, is for a parts request from the protection company in May 2022, an entire year later. We have no record of any repairs, or problems with your furniture in the first year. Unfortunately, this is something that is outside the scope of what Pilgrim Furniture Company has done, or has control over. If the protection company has repaired your furniture multiple times, and has deemed current claims normal wear and tear, two years into ownership, we are unable to dispute their technician's findings.
  
  We do have an outside technician who may be able to assist you further. His name is Romel L**** ###-###-####.
  
  Thank You,
  
  Pilgrim Furniture
  Customer Service

  Alison

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: this couch set has been an issue months after having it delivered it took over 6 months for a part to come in to fix the first issue and it just continues to happen from cushion to cushion. This is not wear and tear as they may like to claim as I am not even home to use this couch working 80 hours a week. I have been to Pilgrim multiple times in person to try to get this resolved and was given the run around. I contacted the warranty company and they have also given me the run around for months and months to then tell me after me trying to get through it is not covered now after covering one. This is insane. The couch has been issues and they have refused to help us since the start and expect us to have paid over 3000.00 for a product that looks as is it does. I want some other resolution to this ongoing problem as we just keep getting pushed off and ignored by this big company. 
  
  Sincerely,
  
  ***** *******

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