ComplaintsforFamily Furniture of America, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Compr hace 2 aos un juego de comedor que viene 5 sillas y una mesa con vidrio y pagu por un seguro adicional. Llame y puse un reclamo ya que la base que conecta el vidrio con la base del comedor una de ellas se sali se desprendi quedando el vidrio inestable, la esponja de las sillas ya no sirven se siente directo la tabla y las sillas las patas estn peladas. La base del comedor tiene los tornillos flojos ( vinieron me los ajustaron y nuevamente se soltaron) llame al seguro y me dicen q ellos no cubren daos por uso pero considero que los tornillos flojos la base suelta no es por uso sino dao de fbrica. Luego de casi un mes me dijeron q no pueden ayudarme y que vea la forma de ajustar y pegar la base (no admito que sea mi error y deben darme una solucin)

  

  Business response

  07/09/2024

  The following statement is in response to complaint #******** for customer *************************.

  
  As mentioned in the customers statement, this complaint is in regards to a table set ****************** purchased from Family Furniture 2 years ago with an extended warranty plan that covers accidental damage only. When a customer purchases with ******************** they have a 1-year manufacturer with the store and have the option to purchase an extended warranty for any future incidents that *** occur that the manufacture would not cover (ex. torn cushion, stained fabric).  In this case the customer put a claim in after the year manufacturers warranty that was considered normal wear and tear and would not be classified as accidental damage to be covered by her extended warranty.
  With good intentions in sight, our owner agreed to send our truck out to service the piece as a one-time courtesy at no charge although the customer is out of warranty at this point. ************* was sent on May 10,2024, our delivery men tightened up the table as the customer mentioned and the courtesy service was complete. Please note, it is specified on the customers signed original copy that any defects or damages are to be reported within 48 hours of receipt of merchandise. If not reported in that time frame, all damages will revert to the manufacturer warranty. Despite this technicality, Family Furniture still sent a courtesy service at no charge to try and help this customer.
  We are very sorry to hear that the table *** be loose again but unfortunately, we have hit a dead end as the manufacturer does not cover services after one year and we have already sent our truck to service the piece at no charge and out of warranty to try and help this customer.

  
  We feel we attempted to go above and beyond by continuing service at no cost and out of warranty and unfortunately have hit the bottom of the well. If the customer would like, we can reference a repair company that *** be able to help but it would not be covered under any warranty and *** include service fees. 

  Customer response

  07/23/2024

   
  Complaint: 21776494
  
  I am rejecting this response because:
  Conforme a lo explicado por el vendedor, la mesa tiene 2 aos cuando compr el producto y  adicional compr un seguro por 5 aos que no puedo usar porque para ellos no es un problema de fbrica, la mesa tiene una base  ********* que estaba suelta, es decir queda sin balance y es un peligro y las bases *********  de la misma se abren siempre y me toca ajustar los tornillos. Entonces acepto no me parece que yo tenga que cubrir un valor adicional cuando compr una proteccin por 5 aos. 
  yo le indcate a la seorita del seguro y su respuesta fue q solo me cubren si el vidrio tiene un hueco o se quiebra. 
  

  Quedo pendiente y agradezco su gestin 

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

  

  Business response

  07/25/2024

  The warranty the customer purchased is an extended warranty for any future single-incident accidental damages that *** occur that the manufacturer would not cover (ex. torn cushion, stained fabric). Please see attached copy of the warranty plan outlining what it covers and does not cover. As explained by the customer, the damage she is claiming is not due to specific accidental incident. She is claiming that the table glass is wobbly which is most like due to use over time and falls under damage resulting from defects in design or materials. This is listed under what is not coveredin the customers warranty agreement. Since this is being claimed after the 1-year manufacturer warranty and the claim is a factory problem the customers ******************** is not covered for this claim.
  
  As mentioned, we have already sent our truck out to service the piece as a one-time courtesy at no charge although the customer is out of warranty at this point. ************* was sent on May 10, 2024, our delivery men tightened up the table as the customer mentioned and the courtesy service was complete.
  
  We, Family Furniture, have already gone above and beyond to try and help this customer by sending service at no cost and out of warranty. Again, If the customer would like, we can reference a repair company that *** be able to help but the customers claim is not be covered under any warranty and *** include service fees. 

  Customer response

  07/31/2024

   
  Complaint: 21776494
  
  I am rejecting this response because:
   
  Deberan ser un poco ms ********** al momento de vender las garantas o coberturas extendidas, adicional cuando vinieron los seores del servicio gratuito que indican no pudieron hacer ***** no ajustaron las piezas ni las bases ni la pieza floja ya que ellos me indicaron que no tenan la goma para ajustarla. 
  es decir el servicio gratuito o de cortesa no pudieron hacer nada. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  july ***************************** full ******** for bedrooms set by july 28 delivery come to my adress when i come home and check the order i find 4 drawer broken nex day went to the store notify the problem they send employee to check his find what i tell them was right they tell me gonna order the parts i call many times but they refuse to fixe the problem. i tell them gonna file complaint because they don't want resolved the problem they response was just do it

  

  Business response

  10/27/2023

  The following response is in regards to complaint *********** for ****************************

  ******************** came into our store July 15, 2023 and purchased a queen ******* suite (bed, dresser, mirror, chest, and nightstand)with a queen ******** set and a queen ******** pad totaling at $4383.20 with delivery included. It was agreed upon at the time of the sale that the ******* pieces would be ordered new and delivered to him once they were received by our warehouse. ******************** finalized his order by signing his invoice, with Family Furniture, directly above the customers acceptance of the order line.

  On July 28, 2023 our drivers arrived at Mr. ********* provided address with all of the merchandise listed on his agreed and paid for order. No defects or damages were reported at this time, all merchandise was delivered,and all paperwork was signed. Please refer to the invoice provided with the customers signature directly above the merchandise received in good conditionline signed at the time of delivery.

  Some days later the customer called to say that the bottom drawer on the chest and the drawers on the storage bed did not open and close properly so a service was scheduled for August 14, 2023 for our drivers to assess the situation and correct on site if possible. At the service it was determined that parts needed to be ordered to correct the problem. On August 19, 2023 parts were ordered with the manufacturer via email and confirmation for the shipping was given from the representative on August 29, 2023 via response to that email. Please see this process through the attached print out of said email conversation. On that same day, the customer had called requesting an update on his service to which our customer service manager notified him that the parts were confirmed and would be shipping out on the next truck as mentioned in the email.The customer explained that he was very upset that he couldnt use his drawers to which our manager notified him that they apologized for the inconvenience. Unfortunately,in the furniture world defects sometimes do occur and in this particular circumstance the defect wasnt presented at the time of delivery but even then,we assured the customer that everything was being done according to process and as soon as the parts arrived, we would service the drawers as soon as possible!The customer was still unhappy and hung up the phone.

  On September 9, 2023 (1 week later), the customer called and spoke to a different receptionist, explained his situation about defective drawer glides and claimed that nothing had been done to help him. It was at this time he was notified, again, yes, we were resolving the issue for him and had made progress in doing so. We notified the customer that the parts had definitely shipped from the manufacturer and they would arrive by the end of the week. It was then expressed that we would call to schedule the installation of said parts once they arrived as planned previously with the customer.

  On September 15, 2023, as quoted, parts arrived and service was scheduled for the following day September, 16, 2023. On service the next day, our store technician brought the parts to the customers home and attempted to install the glides. At this time, ************** realized the manufacture didnt ship all the parts needed to correct the issue. In an effort to ease the customers frustration, Family Furniture ordered the parts locally through ********** to avoid another 3-4 week wait on parts through the manufacturer like the first time.The remaining parts needed were picked up from ********** on September 22, 2023.

  Our office left a message on the customers voicemail on September 22, 2023, September 23, 2023, and September 25, 2023 in an attempt to schedule final installation of the drawer glide parts to complete this service.All calls were not returned.

  On September 29, 2023 our office manager made a final attempt to reach out to the customer and ******************** answered. We explained that we received the parts and would like to schedule service as soon as the following day. The customer responded that he would not be available any day until after 4pm and that he worked every day of the week. The manager explained that the specific technician working this service could not take on services past a certain time unless it was on a weekend, the next available day being the following Saturday, October 7, 2023. The customer angrily stated that ******************** should be more accommodating and needed to schedule him the following day at whatever time he requested. The manager kindly explained that we had to follow business procedure and since his schedule was unavailable for the following days time frames that we had to offer him, then the best possible option would be to schedule service for Saturday, October 7, 2023. The customer at that point continued to angrily express his feelings, mentioned disputing his credit card charge, and hung up the phone on the representative. Because a solution was not found during that phone call and we had finally been able to speak to the customer, the office manager tried to call the customer back moments later to which he did not answer. She left a kind, detailed message stating something along the lines of the following (the conversation was not recorded on our end to quote specifically): We apologize for the inconvenience and in no means are we trying to be of bother. Unfortunately, due to the dropped call, we cannot confirm scheduling at this time. Due to the circumstances and our awareness of your frustration, in order for us to schedule, we would need you to call and confirm that we are allowed to arrive to your property on an agreed specific date to complete the service. We will attempt to reach out Saturday and Monday as well. If confirmation isnt given by Monday, October 2, 2023, we will stop attempting to contact you and mark down that you are ******** Services to which this matter will be out of Family Furnitures hands at that time.
  As mentioned in the voicemail, our office attempted to contact the customer on Saturday, September 30, 2023 and Monday, October 2,2023 with no success or return calls back. As of October 2, ************************************************************************************************* nuisance since we had already made multiple attempts with documentation, were very detailed in our messages left for the customer, and the fact that the customer had mentioned and followed through with filing a dispute on his credit card charge.

  Family Furnitures invoice states on Line #1, All sales are final. No refunds or cancellations. Line #4 states, Defective products must be reported to customer service within ***************************************************************************************************** replaced at Family Furnitures discretion. It is evident ******************** was aware of Family Furnitures store policies at the time of the sale by providing his signature on the customer acceptance line directly below these terms and conditions.

  In regards to this complaint overall, for the customer to claim they [********************] refuse to fix the problemthey [Family Furniture]dont want to resolve the problem is absolutely and equitably ABSURD. Family Furniture has gone above and beyond, even jumping through hoops to order parts at a local hardware store in order to try and correct this issue as quickly and efficiently as possible whilst the manufacturer made a mistake out of Family Furnitures control. We have attempted more than a sufficient number of times to contact the customer to complete the service all of which the customer has ignored, turned down, and ultimately REFUSED entirely on his end leaving us at a standstill. The customer has possession of all of his merchandise and the parts needed to complete the service in question remain available to install upon the customers request and approval should he call back to schedule the return service that we are more than happy to do for him still.
  Please note, as mentioned earlier, the customer indeed did file a dispute with his credit card company to which both banks (the customers and ours) agreed that Family Furniture has been more then cooperative, attentive,and accommodating ultimately resulting in the dispute being resolved in Family Furnitures favor to which funds were released back to our account on October *******, giving reason as to why the customer has reached out to the ********************. We hope that the BBB reads through this customers false claim and takes our detailed explanation alongside the banks overturning decision on the customers dispute (favoring Family Furniture) into consideration when evaluating this consumer complaint.
  

  
  

  Customer response

  10/30/2023

  JUST WANT LET YOU KNOW THAT EVERYTHING THEY ARE SAYING IS NOT TRUE FIRST WHEN THEY DELIVERY IN JULY 28 I WASN'T HOME MY WIFE RECEIVED THE MERCHANDISE WHEN  I CAME HOME I CHECH EVERYTHING

  AND FIND OUT 3 DRAWER WAS BROKEN IN THE VERY NEXT DAY I WENT TO THE STORE NOTIFIED THEM I WAS VERY MAD BECAUSE THEY WAS VERY UNFRIENDLY MAKE ME FEEL LIKE I BOTHERING EVERY TIME I GO THERE OR CALL IN THE ****** WHEN THEY CALL ME I WAS AT WORK I TELL I GONA BE HOME AFTER 4 PM THEY WANT ME TAKE TIME OFF FROM MY JOB TO WAIT FOR THEM I TELL NEED TO BE COME WHEN I HOME AFTER THAT IM STILL WAITING FOR THEM TO COME, I JUST WANT MY DRAWER FIXED BECAUSE I PAY FOR THAT THEY DON'T CARE ABOUT THE PROBLEM ONLY THEY CARE IS ABOUT THE MONEY I PAY,AGAIN ONLY I WANT FROM THEM SEND SOME ONE TO RESORVED THE PROBLEM

  

  Business response

  11/02/2023

  In regards to the customer's response on 10/30/23, ******************** would like to mention that we still have the parts and have been willing to service the drawers, as he wishes, from the beginning. ******************** needs to contact us to schedule service (as we have already reached out a numerous amount of times and are afraid of being told that we are bothering him if we continue to call him). We have provided every detail with dates showing we've tried to accommodate this customer through and through.

  As of today, again, we are still more than happy to complete the service and correct the customer's drawers when he calls to schedule a date and time that works for both of our schedules. Please note: we understand that most customer's work late hours or later hours than we do hence the reason we offer WEEKEND deliveries. The service hasn't been completed because the customer was adamant that we must do it on his time and when we couldn't make that happen he didn't want to work with any of our other options. He has refused to contact us or return our calls since. 

  Customer response

  11/03/2023

   
  Complaint: 20729829
  
  I am rejecting this response because:

  JUST WANT LET YOU KNOW THAT EVERYTHING THEY ARE SAYING IS NOT TRUE FIRST WHEN THEY DELIVERY IN JULY 28 I WASN'T HOME MY WIFE RECEIVED THE MERCHANDISE WHEN  I CAME HOME I CHECH EVERYTHING

  AND FIND OUT 3 DRAWER WAS BROKEN IN THE VERY NEXT DAY I WENT TO THE STORE NOTIFIED THEM I WAS VERY MAD BECAUSE THEY WAS VERY UNFRIENDLY MAKE ME FEEL LIKE I BOTHERING EVERY TIME I GO THERE OR CALL IN THE ****** WHEN THEY CALL ME I WAS AT WORK I TELL I GONA BE HOME AFTER 4 PM THEY WANT ME TAKE TIME OFF FROM MY JOB TO WAIT FOR THEM I TELL NEED TO BE COME WHEN I HOME AFTER THAT IM STILL WAITING FOR THEM TO COME, I JUST WANT MY DRAWER FIXED BECAUSE I PAY FOR THAT THEY DON'T CARE ABOUT THE PROBLEM ONLY THEY CARE IS ABOUT THE MONEY I PAY,AGAIN ONLY I WANT FROM THEM SEND SOME ONE TO RESORVED THE PROBLEM

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

  

  Business response

  11/03/2023

  In regards to the customer's response on 10/30/23, ******************** would like to mention that we still have the parts and have been willing to service the drawers, as he wishes, from the beginning. ******************** needs to contact us to schedule service (as we have already reached out a numerous amount of times and are afraid of being told that we are bothering him if we continue to call him). We have provided every detail with dates showing we've tried to accommodate this customer through and through.

  As of today, again, we are still more than happy to complete the service and correct the customer's drawers when he calls to schedule a date and time that works for both of our schedules. Please note: we understand that most customer's work late hours or later hours than we do hence the reason we offer WEEKEND deliveries. The service hasn't been completed because the customer was adamant that we must do it on his time and when we couldn't make that happen he didn't want to work with any of our other options. He has refused to contact us or return our calls since.
  

  

  Business response

  11/13/2023

  The customer contacted us, scheduled service, and the service was completed in the customer's home on Saturday 11/11/23. All matters have been resolved. 
  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is inquiring about Family Funiture at ****************************************************************************** I went to this establishment & seen a furniture set I wanted on the show room floor. ***** said he would send to the warehouse & the the furniture set would be there in 10 ******** went back to make the final payment with my ************ ask me if I wanted it delivered & I told him my husband would pick it up Thursday day, he told ******* husband that the furniture would be brand new out of the box but when my husband returned back to retrieve the furniture it was the display set that was on the show room ************ already had it wrapped in ************ wasn't in the box like he suggested before. And he also changed my invoice to a different one he didn't give back the original one to my Husband. I want Restitution. Also my name was forged on paper work that I didnt sign. They changed the price.

  

  Business response

  11/29/2022

  The following statement is in response to Complaint#******** for customer ***************************************
  ******************** would to like to start by saying as of November 5, *************************************** full and the complaint has been resolved on our end as represented by the attached signed and dated refund slips and invoice agreeing to cancel the order.
  To make the public aware that Family Furniture is a reputable company with exceptional customer service despite this claim, we have provided the following response in regards to the complaint in general.
  ************** came into our store October 15, 2022 and purchased a sofa and loveseat totaling at $1299.99 to which she charged on her **** account (3) separate times. It was agreed upon at the time of sale that the sofa and loveseat would be special ordered and that the customer would pick up the items once they arrived.
  On October 21, 2022, the customer was called and notified that the sofa and loveseat were in and ready to be picked up. Upon pick up the customer was unhappy that the sofa and loveseat were out of their packaging due to standard inspection procedure and believed they were not new. Although the furniture was brand new without any damage or defects and wrapped up for transport, the manager allowed the customer to take the ******************** home as a loaner until new pieces arrived that would NOT be opened until the customer arrived at the store for the second pick up. The customer agreed and left with the sofa and loveseat content with this arrangement.
  A week later the customer called checking on the new order and was told the product was still on order but that we would call when it arrived. Although they had loaner furniture to use in the meantime the customer was still unhappy.
  Please note Family Furnitures invoice states on Line#1, All sales are final. No refunds or cancellations. Line#3states, If authorized, a 25% restocking fee will be applied to any cancellations.  It is evident ************** was aware of Family Furnitures store policies at the time of the sale by providing her signature on the customer acceptanceline directly below these terms and conditions.
  Despite our store policies, in order to take care of this customer, the manager agreed to accept the returned loaner sofa and loveseat and authorized a full refund without charging any restocking fees as represented with the attached refunds slips both totaling to the original $1299.99 charge.
   Family Furniture went above and beyond for this customer despite their inaccurate claims against our company and we would like to make note that in the end we were able to resolve the issue at hand.
  

  Customer response

  11/30/2022

   
  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,
  
  *************************

*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. ↩