ComplaintsforBlocker's Furniture and Carpets Inc

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Premium, High-End six-piece Flexsteel Sectional Sofa on 07/25/2023 for total of $5,623.86 from Blockers Furniture of Ocala, *******. It was delivered Damaged/Defective on 11/09/2023. Upon delivery, I told the Blockers delivery men that the one recliner did not appear to line up correctly with the other sectional pieces and showed them a gap between the sections. They would not take the sofa back. The feet were also bent. It appeared to have possibly been dropped at some point. I emailed ********************* at Blockers photos of the damaged feet and the misaligned sections. It has now been eight months since delivery and Blockers Furniture has not been able to properly repair the damaged/defective sofa which should have been and wasnt shipped back to the manufacturer immediately. I was instead made to go through an extremely lengthy, monotonous repair process, which has been nothing less than a roller coaster ride of their many delayed responses and ignored emails, phone calls and voicemails that I made to Blockers employees. I am now left with a broken sofa that Blockers has been unable to properly repair. It still has the same defects as it initially did and is not what I paid for. They have ceased responding to me. To top that off, when their repairman ***** was out the second time, he jerked and pulled on the back of the sofa unprofessionally and aggressively and I heard it crack. The one recliner is now making a clacking noise when putting it back into the upward position. Im not sure how long the sofa will be operable at this point. I made them a written offer for resolution and it was dismissed without a proper response. I have made more than a good faith effort with Blockers to resolve this issue. This was supposed to be a premium, high-end custom order, which turned out to feel and look more like Bargain Outlet furniture. Detailed notes and photos are attached.

  Business response

  07/22/2024

  We do regret the circumstances, incorrect parts from the manufacturer, parts being sent to incorrect locations, etc, that it took so long to address this customer's issue.  It has not turned out in the manner either party would have expected or desired. 

  Attached is an email from *************************** stating that she would like a refund of $1500.00 credited back to her credit card.  With that credit, she states she will have any further repairs completed by a technician of her choice and at her expense.  Ownership has agreed to this compromise and *************************** credit card has been issued a credit of $1500.00 as of today, 7/22/2024 (copy attached).  We have emailed the refund receipt to her today as well.   We would like to note that every credit card company / bank is different, but, the norm is that it usually takes 7 - 10 business days for the receiving company / bank to show the credit on their customer's credit card.  

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought sectional and when came was 1 peice too long,delivery said fine will take back and you'll get credit,not true...I was never offered peice back or credit.so they got my furniture and my money....

  Business response

  01/18/2024

  We have made a few attempts to reach this customer.  We left another message today and he did return our call today.  We were able to give the refund to his credit card for the piece of the sectional that he returned.  We emailed the receipt to him.  One of our office staff called back to make sure the customer understood it could take 7 - 10 business days for his bank to process the refund.  He stated that he had already had an alert showing the refund.

  Customer response

  01/18/2024

   
  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

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the beginning of June , I have purchased a loveseat dual manual recliner. The sales person told me that this was on sale because this is the last one they had in the store the floor model, and I purchased a five year extended warranty with the loveseat. The loveseat was delivered a week later about June 12, 2022. About five weeks later after delivery the back of the loveseat on the recliner broke it was made out of wood and it broke in half. I called blockers about the problem and they told me that it was the floor model that it was not under the one-year warranty. I'd have to use my extended warranty, but when it was delivered, I asked the delivery person. How is it wrapped and sealed so tightly when it was the floor model, he instructed me it is not the floor model they have several in the back so therefore the salesman was not truthful and this was not the floor model the last one they had long story short I have been dealing with blockers and the extended warranty department since mid July. It has been almost 4 months now after 40 hours of phone calls and personal line going to their location to talk with them about their terrible service and the warranty department. They have signed me up with where I am at today after four months is I have a credit at the store, less than what I paid for the couch and forced to use the credit there after they have put me through so much why would I want to purchase anything from them again I just want my refund not a credit and even though I have the credit there in the store they have not yet contacted me for me to select another item which I do not want to anyway I do have the email from the insurance company stating that I have the credit waiting there for me they have to be used by January 1, 2023 but with the problem at blockers and their family employees as they put it do not return my calls and I feel they do not want to deal with me as much as I do not want to do with them . Buyer beware blockers Furniture 👎👎👎

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */ The date of sale on this was 4/9/2022 and the furniture was delivered on 4/13/2022. The reclining console loveseat was sold as a "Final Clearance, No Refund , No Return" sale. That information was indicated on the customers sales receipt and initialed by Mr.*****. On 5/18/2022 Mr.***** called and advised that he felt the frame was broken on the loveseat. He was advised that he did not have labor warranty with us because of the final clearance, but that he had purchased an Extended Warranty with Montage and he had to file a claim with them. On 6/28/2022 the customer came into the store and said he was not happy about having to file a claim. Said he had been told we would take care of everything. I reminded him that it was a final clearance. He then started yelling and said we would bring the ******* loveseat back and dump it on our front door. Got one of our owners involved to calm him down and we agreed that we would help him file the claim, which we did fill out and upload to Montage. On 6/30/32022 Mr.***** called and advised that he had a friend that would upload the claim for him. He then called back and said that he needed us to do it. All documents needed including pictures were uploaded to Montage on 6/30/2022. The loveseat was in fact the last one we had and it was a "final clearance, no refund no return" item. The salesperson did not misrepresent the product at all. All furniture is always wrapped and sealed at delivery to protect it. The customer has mostly communicated with Montage and with us only when he was wondering what we were going to do. The customer has not been in the store since 6/28/2022. The Extended warranty Company reached out to us on 10/3/2022 to advise that they would approve replacement for him. On the replacement the Extended Warranty Company would only reimburse us 55% of the original amount that he paid which was $680.99. They would not reimburse tax or original delivery fee. The Manufacturer that made his loveseat is a Company that we no longer do business with, so a replacement could not be ordered. We let the insurance company know and at the point they said they would approve a reselection of another Manufacturer as long as the piece he selected was in the same category or he could get a cash settlement in the amount of $374.54. He refused the cash settlement and told them he would do a reselect but then called us and said he wanted a cash settlement and did not want to get anything else from us. We called the Insurance Company and let them know and when they called the customer he told them that he did want to reselect and was unwilling to accept the $374.54 that was offered. The Insurance Company requested we give him a credit of $680.99 and let him get something else He can buy something that costs more and pay the difference or if it is less he will not be entitled to a refund. The credit of $680.99 plus tax for a total of $728.66 was set up for him to come in and reselect. Called the customer and let him know it was on the books and he could come in and reselect. We have answered every call that the customer has made. If in fact he wants a refund then he will have to accept the cash settlement from the Insurance Company. Please see attached documentation. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Responding to blockers response to my complaint, they are stating untrue facts. My phone calls that were not returned when I called that there was no manager for me to talk to. I was not there for the day or out to lunch with no return calls and just giving me the runaround. It is now been six months dealing with blockers Furniture and their so-called insurance company that they talked me into purchasing with the loveseat First untrue fact told me that loveseat was the only one they had left in the store when the delivery guys came to deliver he was factory sealed in plastic I believe and the gentleman told me "they still had several in the warehouse. Second, the phone calls that they said that they returned which they did not, and they stated that I talk to one of the owners , which when I asked to speak to the manager, he stated he was the head sales person not a manager. I did not identify as one of the owners, another untrue fact . I had to call three different times, and the lady on the phone was twisting my words around when I told her there was a credit there for me she said repeatedly, no credit is here and I stated to her there was a credit from montage the insurance company that they emailed me and confirmed my credit and she instructed me that that was incorrect. They did not do that. They pay me directly for a settlement. They called montage and told them I was excepting their settlement which was untrue. The word settlement was from her words not mine I said credit another two or three days of wasting finally had the manager at montage insurance company call them direct and told them what is the problem that I have sent you the credit information and why is Mr.***** having trouble receiving his credit at your store after that fact, I call blocker Furniture again no one can speak with me. They're out to lunch they would call me back , I finally got a callback after my persistent calling them and they finally acknowledged I had a credit there but the sales person that I had to deal with was not there for the next three days. Please come back when he is present another runaround tactic to prove my point that blockers is not truthful when you read the response, they stated that montage will return the full purchase price of the loveseat, and will NOT return taxes and delivery fee, but towards the bottom of the response, then they say my credit is there plus the taxes. This proves my point how they contradict themselves and play these games with customers I would like this complaint to stay in there file with the Better Business Bureau against them for others to view of one customer what I have gone through from purchasing furniture from them shortly after a month it broke and fighting countless hours and days, weeks and months to finally get a result of a refund, but only in credit, which is definitely less desirable to me I really do not want to deal with blockers anymore but looks like I may have to so now I have to deal with the anxiety going to the store for my credit and see what the next run around will be !!!!!! Business Response /* (4000, 9, 2022/11/14) */ We did in fact return all the calls from the customer and so noted on his account. The piece he received was a final clearance item and there were no others in the Warehouse as the item has been discontinued. We wrap all the furniture that we deliver so it is protected. When he spoke with Montage he said that he was offered a cash settlement, but when they gave him the amount he felt that was not enough, as it is prorated and he really did not want to come back to Blockers. He did in fact speak with a Manager. The day he came in to first tell us about the issues he became very agitated when I advised he had to call Montage and file a claim and he also had to load everything onto the Montage website. He then said he was going to come here and throw the loveseat at our front door. I asked Rusty B****** to come out and talk to him, which he did. As to the confusion on the credit amounts. If Montage gives him a settlement it is prorated and will not include a refund of the sales tax or the delivery fee. If they agree to let him reselect in the same group then when we set up the credit it will show the original amount that he paid and will include a refund on the sales tax. We are required to do that as the selling retailer. At this point Mr.***** has come in and reselected on November 5th, 2022. He was taken care of the day he came and treated with courtesy. As a retailer we feel that everything that could be done to assist him has been done. We ask that the review be removed. Consumer Response /* (4200, 11, 2022/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Two weeks ago, went to blocker furniture to use my credit to resolve this issue it is just a coincidence that each item that we looked at to purchase was not in stock. I do not know how they have items on the floor for sale but nothing just stuff for a customer. It's been two weeks now the day after Thanksgiving, I'm still waiting no phone call, my gut feeling is the games are still on with them that it'll probably be months before I will get my furniture that I ordered with their credit. I'm feeling that this is just another way of punishing me for making waves and speaking out to the Better Business Bureau if this is how they do business with their customers . Business Response /* (4000, 13, 2022/11/30) */ Mr.***** did in fact come in on November the 5th, 2022 and reselected furniture. On his sales slip the following is indicated: ***ETA -PLEASE ALLOW 8+ WEEKS. THIS IS AN ESTIMATED TIME OF ARRIVAL BASED ON THE MANUFACTURER AND NOT A GUARANTEE. *** This statement was then initialed by the customer, which indicates that he understood and agrees with the statement. A copy will be attached to this answer. Our showroom has samples of furniture that we carry, some is in stock others we have to order. We have to do this for all customers that purchase from us. He indicates that it has been two weeks and he has not heard from anyone. Based on the sales slip his furniture was estimated to arrive within 8 + weeks. The 8 weeks would be on December 31, 2022. At this point there would be no reason to contact the customer unless his furniture arrives early. We are not in the business of punishing our customers We have done everything that we could to take care of this customer. We have checked with he Manufacturer and we are on track to receive the furniture within the 8 week period allowed. We respectfully ask that the review be deleted from our file.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Poor quality and customer service. Power Recliner sofa loveseat set delivered April 2022. Sofa recliner stopped working only 5 weeks later. Their tech Lou evaluated and determined bad motor stating they would order the part and a tech will call for appointment the next week to replace it. I have contacted customer service (Chris) numerous times and was told there was nothing they could do about it that it was on back order. I checked to see if the same sofa was coming into stock and it was and I asked if I could have that motor but Chris told no. I was told by Chris that she would contact Parker House for ETA of motor and that she would email me an update -that was months ago and I still have not heard from anyone I have checked all my email boxes. Never a phone call either. I had informed Chris the reason we bought the recliner sofa is that my husband just had an extensive back surgery with instrumentation and needed something he could sit comfortably. I have never written a complaint before but I have never had service this bad and poor quality. Once you have bought your furniture and they drop you like a hot potato. We also have the extended warranty which they told us does not cover this issue so that was a waste of money as well. Buyer beware. Customer number******* sales number 120-1420 item number 415-6240 purchase date April 24, 2022. Any help would be greatly appreciated please.

  Business response

  09/16/2022

  Consumer Response /* (2000, 5, 2022/09/16) */ ******** 9:14 AM (20 minutes ago) to me After I submitted a review on blockers furniture site the issue was resolved thank you I did send an email to better business Bureau. Thank you. Sent from my iPhone

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a new mattress and a new base from blockers the they did not have the brackets for the headboard so they ordered the wrong part then we get the wrong base ,now we keep getting the run around saying that I have to wait yet for another part for this base ,in the meantime,my credit card got charged the full amount and the first payment is due in 10 days already, and I'm yet to be satisfied with my purchase, I just want people to see that this business is not like it use to be they don't call customers back !!

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/08) */ The customer ordered a MFIR Mattress and a MFIR 6/6 Divided Power Base on 5/2/22. On 5/18/22 the customer came to the store asking if the power base could be connected to a headboard. The customer was told yes, but we would have to order brackets. On 5/24/22 the customer received delivery of the MFIR Power Base and the MFIR mattress. The brackets do not come with the power base. The brackets were ordered, but unfortunately the wrong brackets were sent. The brackets were reordered. Costs of the two sets of brackets were incurred by Blocker's Furniture with no cost to the customer. Customer was not happy that the first set of brackets did not fit his power base. We apologized to the customer and told him we were reordering. On 6/6/22 the customer called the store and stated he was not happy that the brackets did not fit, doesn't want to wait for the second set of brackets to arrive, and wanted to exchange the power base for a different power base. It should be noted that the customer did not purchase a headboard from Blocker's Furniture, but we were making every attempt to assist the customer. The customer was told he could come to the store and reselect a different base. On 6/8/22 the customer came to the store to reselect a different base. I explained to the customer that if he selected a different power base he would have to purchase the brackets. The customer also wanted to exchange his mattress, which was never discussed. The customer requested additional discounts, which could not be done. The customer stated he would like to return the MFIR Power Base and MFIR Mattress and get his money back. We scheduled pick up of the Power Base and Mattress for 6/10/22. I explained to the customer after the return paperwork is processed on Saturday morning, 6/11/22, a refund will be processed to the method of payment in which he made his purchase. The customer financed the Power Base and Mattress, so the return will be sent to the Finance Company. Blocker's Furniture made every attempt to satisfy the customer. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They forgot to mention that the new headboard attachment was going to be a 120 days to come thru,and that we left messages to a worker named rusty to call us back but was in a meeting the 4 days later I called to speak with him he was in Miami still no phone call to resolve this matter so frustration kicks in and had to return all for full purchase, not waiting for headboard brackets for 4 months I belive if they have the base there then the brackets should be there too they reel you in on the purchase and they promised the brackets within a certain time ,the mattress was on on trial bases for 120 days if not satisfied I can get a diffrent one and I picked one and it was on sale for $100.00 cheaper but they wanted me to pay an extra $200.00 ?? How do they do the math first mattress we chose $1,299 the new one we chose was $1,199 so how does it cost me $200.00 more � Business Response /* (4000, 9, 2022/06/14) */ Blockers Furniture is sorry we were not able to satisfy the customer's wants. The customer requested a refund, and a refund will be sent to the Finance Company in which the customer purchased the base and mattress through. Consumer Response /* (2000, 11, 2022/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no choice to say yes just to get my refund this company (blockers) was good at one time or another if only they would return calls and stop walking all over their costumers ,maybe things would be better ,even leaving messages don't help this company will not last anymore than 2024

• Initial Complaint

  05/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a 5 year warranty for furniture. It broke within the warranty period, and a claim was filed with the warranty company in January 2022, it is now May 2022 with no resolution. Warranty company blames the furniture dealer, furniture dealer blames warranty company and the supply chain. I followed all instructions, have called the furniture dealer and spoken with customer service who tells me the supplier of the required part takes 8 weeks to respond to emails. Timeline: 1/24/22 filed a claim with Montage; 2/24/22 serviceman came and removed broken part; 4/29/22 confirmation warranty company authorized retailer to order part; 4/29/22 spoke with Chis S*** at Blockers who said the part manufacturer will take 8 weeks or more.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/25) */ The customer did make a claim through Montage, Extended Warranty. The claim was approved, and the needed part has been ordered. Unfortunately, the supply chain has been greatly delayed. This is true with all manufacturers and suppliers. Blocker's Furniture strives to obtain parts and make repairs as quickly as possible. However, the waiting period for the needed part is out of our hands. The Manufacturer acknowledged the ordering of the part but is unable at this time to give an ETA. Blocker's Furniture Customer Service Department has daily contact with the manufacturer and will notify the customer when we receive updated information. Lack of supplies and the delayed receiving of supplies are evident in our everyday walk now. We are truly sorry this has affected our customer in a negative manner. Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very much aware, as are we all, about the supply chain and the hardship this has brought to most of us, and I can accept this as the reason that it may take an additional 8-12 weeks to receive the ordered part. What I have is a question/problem with the time it took to get this part ordered. From 2/24/22, the date the representative removed the motor and told us he would ask the "company" to order this part, and 4/29/22 the date we were informed the part had, indeed, been ordered what actions were being taken on our behalf. Who either dropped the ball or intentionally did not move forward in an expedient manner to make us whole. We have not had use of our furniture for nearly six months and no one is accepting responsibility. I realize I am totally without recourse other than to complain and let others know that when they purchase the only warranty offered by the retailer they will have to fight tooth and nail to get what they paid for. I'm not asking for anything more that I paid nearly $300 for in good faith. Business Response /* (4000, 9, 2022/06/09) */ Blocker's Furniture understands the customer's frustration in the amount of time it has taken to rectify the customer's complaint. The customer purchased her reclining loveseat on 7/26/2018. The customer had a one year labor warranty with Blockers Furniture on the recliner. The customer purchased an extended warranty, for a period of 5 years, from an outside company, Montage. According to the Montage website, the customer made her initial claim on the loveseat on 1/17/22. Montage responded via email to the customer with instructions on what documentation she needed to provide in order to move forward with the claim. On 1/25/22 a Service Tech was assigned by Montage to inspect the recliner. The Service Tech scheduled an appointment with the customer for 2/23/22. On 3/14/22 Montage notifies the customer they have the report from the Service Tech, and it is under review. On 4/29/22 Blocker's Furniture was notified by Montage that a new motor was needed for the loveseat. The new motor was ordered with the Manufacturer on 4/29/22. It is taking longer than usual for claims to be processed. When an employee is ill it takes them out of the work force. Service Orders are also behind due to lack of workforce. Blocker's Furniture wants the customer to receive their repairs in a timely manner, and we work very hard to achieve this. However, there are circumstances beyond our control. We have requested an ETA on the arrival of the motor. Once we have it, we will contact the customer. Consumer Response /* (2000, 11, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Well is appears that Blocker's is doing all it can to fix this problem. Maybe my claim should be against Montage. Further, perhaps Blocker's should provide a better organization to provide their warranties.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached complaint received from consumer

  Business response

  06/08/2022

  Business Response /* (1000, 10, 2022/05/16) */ On March 26, 2022 the customers purchased (1) EKOR MIKE LARGE PALOMA NEW COQNAC RECLINER, and (1) EKOR MIKE MEDIUM PALOMA NEW COQNAS RECLINER. At the time of the delivery on 3/26/22, the delivery men noted that one of the buttons on the 4 button panel was not working on both recliners. Being that the delivery was completed on Saturday, Blocker's Customer Service contacted the customer on the following Monday, 3/28/22. I spoke with the customer and let them know I was emailing the manufacturer letting them know the problem the customer was having with the control panels, and what can be done. I also told the customer that I will call them once I hear back from the manufacturer. The Control Panel has 4 buttons, for 4 different functions of the chair. The remaining 3 buttons were operable. I emailed the Manufacturer again on March 30, 2022 since I had not received an answer from them. I had not received a response from the Manufacturer on April 7, 2022, so I made contact with the Representative from the Manufacturer. I asked the Rep for his help in getting the customer a solution. On 4/11/22 I received an email from the Manufacturer asking if the panels were re-set or re-booted. On 4/12/22 the Manufacturer notified Blocker's Furniture they were sending two new Control Panels to be installed in the customer's recliners. On 4/14/22 the customer called wanting to return the recliners due to the one function on the Control Panels not working. I explained to the customer that I am communicating with the Manufacturer to correct the issue, and to please give us time to fix it. I also further explained to the customer that at the time of purchase she was notified the two recliners are a custom order and cannot be returned. The customer acknowledged this by initials and signature on their Sales Contract. On 4/15/22 Blocker's Furniture was notified by the Manufacturer they were sending two new control panels to be installed in the customer's recliners. Since the problem will be solved by installing the two new panels, the customer will not be able to return the recliners. I called the customer on 4/15/22 and relayed to them the new panels are on their way. When the panels arrive, we will install them. On 4/18/22 the customer called wanting to return the recliners and said no one from Blocker's furniture has called them to help them with the 1 buttons not working. I reminded the customer of our conversations and that two new parts are on the way. The parts arrived on 4/23/22, and a Work Order was created for the installation of the two new panels. Unfortunately the Service Techs are scheduled out in some instances up to 30 days. This is due to lack of staff, staff out due to Covid and the backlog of parts being sent. We at Blocker's Furniture strive and want our customer's to be happy with their purchases. There are times however where there is an issue with the furniture that may be caused during transport of the furniture. If something of this nature occurs we make every attempt to correct by ordering a part and repairing. It states in the Customer's contract that if a furnishing we sell does not meet our warranty we will, at our option either service, repair or replace the non-conforming merchandise. The Service Tech advises he will be calling the customer to make an appointment on 5/18/22 for installation of the new 4 button panels. It is hoped that the customer will be completely satisfied once this repair is made. Consumer Response /* (3000, 18, 2022/05/31) */ Please see attached * Business Response /* (4000, 20, 2022/06/02) */ The customer ordered electric powered recliners and that is what they received. The customer could have ordered manual operating recliners if they chose to. The chairs are not damaged. I spoke to the customer once the Service Tech discovered the issue was the headrest on both recliners were not plugged in. I explained this to the customer and he at the time stated both of the chairs are operational. We are very sorry the customer is not happy with the recliners, but they are what the customer ordered, and have no manufacturer defect.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/18/2021, I purchased a Liberty 7-piece Dining Room Set for $3,119.03. Within 2 months of owning this set, the tabletop had some type of defect leaving discoloration and stains. I purchased the warranty and was told I was not able to use it as it was not the result of an accident. I called customer service at the store and they sent a tech out. The tech admitted something was wrong with the table and what I was experiencing was not normal. He said it would likely take a week to submit the information to Liberty furniture but I would hear back. The very next day (less than 24 hours) the customer service manager, Chris, said neither Blockers Furniture nor the manufacturer would do anything to repair the tabletop. I said I wanted to return the set. Chris said it was my fault and I had damaged it and they refused to do anything. I then called Liberty directly explained what had happened and requested their help. After talking to Blockers, Liberty called me back and said they were unable to do anything. How can this possibly be? I use placemats on this table and took care of it with a damp soft cloth and mild soap. No matter what I have done to try to wash and dry this tabletop the stains remain and continue to worsen over time. I don't understand why the store, the manufacture, nor the warranty business would do ANYTHING to help me. I am seeking the BBB's help to get a full refund and return this dining room set.

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/04/27) */ On December 21, 2021 customer took delivery of a Liberty Table, 4 upholstered chairs and 2 arm chairs. On February 14, 2022 the customer called the store stating the tabletop looks like it has grease spots on it and wanted the table to be inspected. The Service Tech inspected the customer's table and reported the noted issues with the table were not a manufacturer defect, but were cause by customer's misuse of the table. The Service Tech stated, " The noted issues were caused by water being on the table, that noticeable glass water rings were noted as well as the finish on the table having water damage." The Service Tech submitted photos he took while at the customer's house. After reviewing the photos I could see the water damage that the Service Tech noted. I then forwarded the photos to the Warehouse Manager for him to review. The Warehouse Manager also concluded the damage to the tabletop was caused by water damage. I forwarded the Service Tech Report along with the photos that were taken to the Manufacturer for their review and recommendations, as well as the customer's concerns. Upon review the manufacturer determined the damages were not a manufacturer defect, but were caused by misuse of the table top by the customer. The following care guidelines issued by the manufacturer states the following: "Liquid spills will damage furniture if not removed promptly. Coasters are recommended under beverage glasses and saucers under cups and flowerpots. If a spill happens, wipe the liquid from the surface immediately with a soft, slightly damp cloth, in the direction of the wood grain. Use protective pads under hot dishes, utensils, or cooking appliances. Heat creates a chemical change in the finish of the furniture, which can result in a white spot. Never use soap and water on furniture. Water can penetrate the finish and raise the grain on the wood, causing damages." The customer states in her complaint she used a damp soft cloth and mild soap on the tabletop. This may be the cause of some of the damages noted on the tabletop. I have attached the photos of the customer's tabletop. We are very sorry the customer is not satisfied with the outcome of her complaint, however the damages on the tabletop are not a manufacturer defect, so therefore a replacement tabletop or a refund cannot done. Blockers Furniture warrants the merchandise purchased to be free of defects In material and workmanship for a period of one year from the date of delivery. This warranty does not cover damage due to misuse, abuse or Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blocker Furniture is trying to blame me and I do not agree this was my fault. I use placemats and have provide the appropriate care to this table and set. The table top is defective and should have never discolored or be altered from normal use/care. Please help me get the needed refund and protect other consumers from this happening to them. Thank you in advance for your help. Michelle Business Response /* (4000, 9, 2022/05/06) */ On May 5, 2022 the customer was contacted by Blocker's Furniture. Even though the damages on the table top are not under warranty, as the damages are not a manufacturer defect, an offer was made to the customer. Blocker's Furniture offered the customer a newly purchased table for $200.00. This offer is made as a good faith effort. The Customer Service Manager contacted the customer and relayed the offer to the customer. The customer stated she wants to think about the offer. Consumer Response /* (4200, 11, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a refund. The proposed replacement only seems like it would happen again. The table set purchased did not handle mild day to day living. Business Response /* (4000, 13, 2022/05/12) */ Blocker's Furniture attempted to resolve with the offer that was made. The new table was offered with a greatly reduced discount. We are very sorry to hear the customer is not accepting.

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