ComplaintsforKloss Furniture

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased dining room table at Kloss Furniture in August of 2023. We purchased the extended warranty that was to be for four years. We were told they would come out and fix whatever we needed. We have some damage that we are hoping they will fix. They are denying the claim because we did not file it immediately.

  Business response

  09/25/2024

  Good morning,

  Thank you for reaching out to us with this concern. It is the discretion of Furniture Care Protection to honor or deny claims based on the terms of their contracts. We at Kloss understand that life happens and sometimes things can get lost in the shuffle so we will work with *** to honor this claim per the customers expectation. One of my team members will be reaching out to the customer to begin the chain of events for claim resolution today.

   

  Thank you,

  M. Case

  Customer response

  09/25/2024

  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased mattress and box springs on 1-10-24 for *******. It was the floor model with a no return. Upon delivery and set up all looked alright. That night we noticed the mattress has a lump right down the middle of the mattress. It is so bad that you will fall out of bed and my wife did a few days later because of the ridge down the middle being higher. I contacted their customer care and told them about the problem only to be told they could not do nothing. We are both 74 years old and on Social Security and feel taken advantage of. I have not had a good nights sleep since day one of the delivery.

  Business response

  02/12/2024

  Good Morning!

   

  Thank you for sending this over. After discussing the issue with the store, we have reached a resolution with the customer and they will be returning to our ******** location to work with the staff there. Please feel free to contact me if your require anything more.

   

  Thank you and have a wonderful day!

   

  M. Case

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  (Location :**** * ********* ***** ***** ***** ** *****)  I bought a sofa, coffee table, a rug, and sofa chair in August from Kloss Furniture on Lindbergh and paid in full. I was told to come to the store to take a look at it before they delivered it. I arrived the furniture wasn't there. I spoke to *** and he said it was in the warehouse. He said they wouldn't deliver it if I wasn't happy. There was an advertisement about the sofa and it said it comes with a kit. I spoke to *** and he said the advertisement was a mistake. He said he would have the springs put in the sofa. I was out of town for 30 days. When I retuned I called and they said *** was unavailable. They also said my furniture had already been delivered and I told them it had not. Next they said it was still in the warehouse. When I asked if the springs were put in the person said they would check and call me back but never did.  The person also said the springs in the cushion were an upgrade. They had not told me this prior. My furniture has still been in the warehouse since the end of August.

  Business response

  11/01/2023

  Good *orning,

  I have spoken to the store *anage*ent and reviewed the various notes on the purchase invoices. I have also included the original sales invoice and floor *odel inspection sheet showing the custo*er acknowledged the purchase of the piece(s) as displayed on the showroo* floor. What she purchased is what she was to receive as she bought the floor display *odel ite*s. We have also ordered replace*ent seat cores for the custo*er as a courtesy per her request at no upgrade expense to her. We have offered to deliver her *erchandise and she has refused to this point because she is waiting for the new cushions to co*e in (the cushion swap can be done in ho*e after delivery). We have done everything we can to take care of this custo*er to this point, including re*oving her delivery fee co*pletely as another courtesy. Drake Arndt, the store *anager of the South County location, left her a *essage this *orning to once again try and setup delivery with her and process the delivery refund.

   

  Thank you,

  *. ****
  

  Customer response

  11/10/2023

  What the business is saying is not true, if this was true it should have not gone this far.  They never told me the seat cores were replaced.  The business has said they were going to call me but they never call.  I did call and set up a date to have my furniture delivered and all the furniture is not floored modeled only the sofa and the chair are.   

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2023, I purchase a cherrywood sleigh bed with $199 delivery charges, it came out to be over $1300, when they delivered my bed it was a used bed with all damaged pieces, I reached out to Kloss Furniture store in O Fallon IL. where I made the purchase and they replaced it with a brand new one but I was informed that the day before the delivery, they unboxed the bed and a inspector inspected it before wrapping it with blankets for delivery. The person also said that that was not the brand new bed they unboxed and inspected, it seems as if they literally switched my bed up for a used one and was hoping I didn’t catch it, the delivery man asked could he put my mattress on my bed because it might be to heavy to lift (how he no if my mattress to heavy for me to lift I took it off my previous bed with no problem) but I declined, if I haven’t declined I wouldn’t have ever known about my tore up rails and I probably wouldn’t have inspected my bedroom closely to realized they delivered me a used cherrywood sleigh bed when I paid for a brand new one. I’m still pissed about this switch, customers please beware and inspected ever thing you buy from this store. I took plenty of pictures and videos

  Business response

  03/27/2023

  Good morning!

  Thank you for reaching out. In response to this claim, from what I can see here, the bed she was delivered was not used - it was new stock. Any damage to the pieces in question were either incurred during shipping to our facility from the vendor or from our facility to the customer.  We addressed the issue promptly and replaced the bed within five business days. She found flaws during the second visit also and in response to that, we issues her a partial refund. At that point, we considered this case closed. Please let me know if you need anything else from my end.  

   

  Thank you,

  ** ****

  Customer response

  03/29/2023

  I agree this case can be closed but with a warning from the BBB to this particular store in O Fallon IL. because they are exchanging old furniture for the new furniture that  the customer paid for and it was verified by one of they employees that that was not the bed that was taking down and inspected. I have pictures and videos that would support my statement that all of these damages to this bed could not have happened on a 16 mile drive to my house and that they can be sued for what they are doing and I ask for your company to post my statement and pictures to warn customers about this store. Thank you

*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. ↩