ComplaintsforVan's Home Center

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought am additional sectional piece for my sectional couch. Vans furniture ordered the 1 piece of the sectional and it came in on on August 15th. I picked it up on Friday August 16. Unfortunately the additional sectional will not go in the area of the couch I wanted to extend it. I called vans and told them this doesn't got and she said "sorry we can't take it back...it's already in your house" I said it's still wrapped. She again repeated herself. What kind of customer service is this I can't use it and I'm out $500.00. I'm just a nurse trying to make ends meet and run into this. I didn't even take off the plastic wrap! Could you PLEASE help me. Thank you for listening.

  Business response

  08/19/2024

  I definitely understand the clients frustration, but it is our policy that we do not accept returns for product that has been picked up and resides in a customer's home, nor do we accept returns on special orders.    We would never sell a product as "New" that has previously been in a customer's home - even if that product had never been used.  As frustrating as this is for this client, I am certain that if she was one the other side of the transaction, she would not want us delivering a sectional pieces as "new" that had previously been in another customer's home.     I other issue is that this is one piece of a larger sectional that we special ordered in for this client.  To take it back and try to sell it as used would virtually be impossible.   Nobody is going to buy 4 new pieces of a sectional and one used piece, even if there is some cost savings.    The only way we would ever be able to sell this piece would be if someone who had the exact same sectional decided they wanted to make it larger and the piece they needed was a match to this piece and they were willing to buy a product that had been in someone else's home.    That is just never going to happen.    Because of the unfortunate predicament it puts both us and our clients in, we disclaim this policy on all our sales receipts under the terms and conditions and  advise our clients to measure prior to ordering.

  Business response

  08/22/2024

  Hi there..

   

  I just learned some additional information about this complaint but was unable to amend my response....    This client purchased an armless chair piece for her sectional.   When the client called in this morning, she requested to return the armless loveseat that she picked up last year, not even the armless chair that was recently picked up.   When my sales manager told her that we couldn't take that back, she proceeded to curse her out... telling to F*** off on 2 occasions.   She then called back and told one of my salespeople that she was going to come in and kick my managers a**.    

   

  We will be doing nothing for this client.

   

  Thanks

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a washer and dryer April 8 2024. The dryer came in damaged. We contacted the business and they said they will order the part to fix it. It has been 4 months and nothing has been done. We have called many times and get put off as a supplier issue. I have been very patient as we have purchased many items from vans. I am not patient anymore. I would like a NEW dryer replace my dryer. They can put my dryer in their scratch and dent inventory.

  Business response

  08/23/2024

  The client is correct.   The part we need to make the repair has been on an extended backorder.    We were able to get authorization to replace the dryer and that is currently being coordinated with customer.

  Customer response

  08/23/2024

   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.

  
  

  Thank you.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a reclining lift chair on 02/24/2024. I noticed in the first day that the chair was defective and slanted to the right and the back was laying down before the leg rest began to lift. I called the store within 24 hours of purchase, a repair personnel came out to look at the chair and determined the back portion was defective, they took the back off and replaced it. This still did not resolve the issue. I called a few more times and was practically impossible to reach someone and was always told no one was available. Finally received an extension number to the correct department. When I was able to speak to the correct person and told them that the chair had already been repaired once I was told that there was no record of that and was treated like I was lying. I had to take time off work and made an appointment for a repair person to come back out. This person said that the bottom mechanism was defective and would have to order a new part. Received a call that the part came in. Made another appointment (took time off work). Repair person went to the wrong house and called. I told him the correct address and he never showed up. I am going to admit at this point I was over frustrated and left a very unpleasant message. Was told that another appointment would need to be made and I insisted the appointment would be at a convenient time for me so that I wouldnt have to take more time off of work. Today 5/20/2024 was that day. The part that was ordered was not the correct item. Was told it will take another 4 weeks to get the correct part and then will take a few more weeks for another appointment to which I will most likely have to take time off work. The moral to this experience is that I bought an new item that was defective, called within 24 hours and still have no resolution. I feel like at this point I should have just been reimbursed or at the least a new chair. I am so disappointed in the service I have received.

  Business response

  05/22/2024

  We are exchanging the chair per clients request.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a washer and dryer the salesperson was pushy and knew how to get to my 83 year old dad who agrees he wants the best . Thats not the biggie issues we got the dryer and washer the washer is not what they showed us I know but the got rude to me and said yes it was oh well you bought it now. Then the dryer did not work correctly from day one I wanted dry something on delicate cycle and it did not work my coat is ruined now a $200 coat ruined cause it was done correctly from a **** new dryer!! It only dried on timed drying cycle we waits 4 11/2 weeks for repair person to come !! That is unreal when a new dryer does not work right. They came the repair person told me this dryer has been worked on it was not hooked up to use other dry cycles and the screws were not factory screws in it some screws were gone on a $975 dryer that was to be new. We questioned if it was not a dent dryer in back room because we were told all appliances were scratch or dent back there the salesmen stated NO it was fine just back there! I dont believe it. I asked to take it back when wrong washer came no I called about dryer no call back! its been 5 weeks! wont return calls like they state. I want them gone !!! Why should of I paid for the washed that is not the one and dryer thats not new at full price ! ! No response from store

  Customer response

  04/30/2024

  I AM RESPNDING TO THE LETTER YOU SENT ME. I AM THE CONSUMER FOR THIS COMPLIANT 

   

  MY LAST NAME   FETCH.  

  MY EMAIL IS  ***********************

   

  please contact me with any other questions. 

   

  sincerely,

  ***** a fetch

  Business response

  05/13/2024

  The washer and dryer were both new in a box that were pulled from our main distribution center and they are a matching pair.    Our tech did service the dryer under warranty and to the best of our knowledge, the issue has been fixed.   The model of washer and dryer was confirmed by our tech and they do match the units that were written up on the original sales order.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TERRIBLE QUALITY & DISAPPOINTING CUSTOMER SERVICE! I paid $3506.39 for a custom leather *************** on 12/11/23, order #*****. I was told they would come in 56 weeks; it took 10 weeks. They were delivered on 2/23/24 with obvious damage to both pieces. I told the delivery drivers that I did not want to accept the sofa and chair, but they refused to return them to the store. They took pictures and said they would give those to ***************** and then someone would call me. **************** did not call me, so I called them on 2/26/24. They said I would need to arrange to have one of their service techs come and look at the furniture. Their service tech (also a hassle due to them canceling my appointment on March 14) finally came out on March 22 and noticed immediately the glaring damage; he showed me the bent braces on both sides of the sofa frame, causing both side cushions to tilt out, seams dont align on 3 sofa cushions & back of *************** do not fit properly, leaving a 2 gap on the armrests. And due to the tilt the cushions now need additional foam. Whenever I sit on the sofa or the chair my back & neck hurt because they are crooked, so I cannot use them. The delivery people and the service men shared pictures with ***************** I went to the store on March 23 and I was told no one is available to see me, so I should email the pictures I took of the damage and **************** would call me. I sent the email and pictures on March 24. They did not call, so I called on March 26 and spoke to a salesman who said he would relay the message. I received a brief email response that did not answer my questions. I called on Mar. 28 and got voicemail boxes for sales ************** service, then a brief email saying the sales manager needs to approve the refund. I signed a sales agreement for new furniture and Van's did not keep up their end of the ************* feel they are avoiding me. I want them to pick up this ****************** my money.

  Business response

  04/05/2024

  An exchange was approved and I believe our client has already made a new selection.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I bought a sectional and ottoman from Van's Homecenter in Auburn late September. We received the merchandise late November. We were offered a warranty which we purchased with the product. Every cushion on the couch came wrinkled. I contacted ***'s right away and was told they would reach out to the manufacturer who recommended they have a furniture repair company out to stuff the cushions, the manufacturer said this would resolve the problem. It has not and they only had a resolution for the back cushions, not the bottom cushions. I contacted their service department numerous times and was told she would let her manager know. I have yet to hear from the manager. He told the service associate that there was basically nothing they could do. I feel they are not standing behind their product. It came to us defective, and we have followed everything they have asked, and the problem has not been resolved. I was given the managers number. I have called 4 times within the past two weeks with no response. I was told to personally contact the manufacturer, which I have done. I feel as the consumer we are not being supported by a business we have given our hard-earned money to. We have continued to go back to Van's because we want to support them. Can you please help us resolve this problem? Thanks

  Business response

  03/01/2024

  We are currently working with the client to come to a mutually agreeable resolution.   The manufacturer had determined that there is no defect with the furniture, and as such, have denied  our claim twice.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unfortunately, a poor experience. 1) Explained my existing opening for a built in microwave 19 inch height. Was sold a 7 inch high microwave over the phone. Trusted the sales person to lead me in the right direction. 2) microwave does not fit my need, never used and sales person said not refundable, even those he did not tell me this when ordering or provide any paperwork with this information 2) sales person took my credit card info over the phone but initially didn't run the number and lost my info. Hard telling how long that info was sitting around.3) spoke with sale person manager, was told she would look into this situation and call me back. This was about a month ago and no call back. Have left messages several times each week. Very frustrating Please have the owner call me.My phone number is on file.I prefer not to come in the store, that other customers may hear of this very poor service.I have brought real estate clients in this store to buy for new builds. Now I dont feel I can do this.

  Business response

  11/03/2023

  In response to the customers complaint:   My understanding is that the customer called in and made the purchase over the phone.   There were 2 options that would fit her space, one being a ********** and one being a *********.   Neither models were stocked microwaves.   My sales associate provided specs and pricing for both models.  The client choose to order the *********.   We delivered and installed the microwave on 09/28/23.   I understand the client doesn't like the microwave, but we are unable to return and refund her on a microwave that was special ordered, delivered, installed, and used.   We provided both options, with specifications,  that would work in the space restrictions she gave us and the client told us to order the *********.   This is a very unique specialty product that we are not going to be able to easily sell and even if we did find a buyer for it, the product would have to be sold as a used microwave.

  My sales manager has attempted to call the customer to discuss this a few different times over the last month.   The client does not have a voicemail setup on the phone number that we have on file.   Each time my sales manager got a message that said:  "This person is not accepting calls at this time.   Please try again later"

  Customer response

  11/03/2023

   I am rejecting this response because:
  The sales person NEVER discussed that this item was non- returnable. When ordered over the phone, the first time the sales person took my credit card number, i never even received a receipt or written document for non returned. 

  This company always seems to have an excuse for most every complaint....very sad.

  My vm works. I have NO missed calls from Vans. I have called 1-2 times a week to follow up with manager, ***********

  You would think that management would call.

  I will call them again write now, as they appear prompt to respond to BBB complaints

   

  
  

  Business response

  11/03/2023

  *******:  I respond to all complaints, regardless of where they come from.   Until this morning, I was not aware of any of this.   I received you voicemail.  I am out of the office today, but will contact you tomorrow to discuss.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 24, 2023, I purchased a table and 6 chairs (Job #*****) from Vans Home Center in Auburn, ******* for a total of $1900.32. My sales agreement that was given to me states the estimated delivery 3 to 5 weeks. I was told that it most likely would be in before the 5 weeks. When I purchased the table and chairs, I was told that the items were not in stock, and Vans would get them from the warehouse. On August 11, I called Vans and told them I did not want the table and chairs because it had been 11 weeks and 2 days since I made the purchase. The salesperson that I spoke to told me that the table and chairs were in stock and had been for a while. I told the salesperson that I did not want them items because I needed them in 8 weeks from the purchase date. I asked to speak to a manager. I was told that everyone was out of the store for a wedding.After August 11, I made several phone calls to Vans Home Center and left voicemails each time to whoever I was transferred to. I had zero call backs, and nobody had called me about the items being in stock.On September 5, I found an email on Vans website and sent an email requesting a full refund. ******************* responded to my email stating that the table set was a special order and is not cancellable. He stated that this is clearly stated on the sales agreement on both the front and back in bold and underlined that I signed the day of purchase. The copy of the sales agreement that I have is not signed. I was not informed this was a special order either. At 5:11pm, someone called me to schedule delivery. I called back at 5:12p, nobody answered or returned my call. Today makes 15 weeks and 5 days since the day I made the purchase. I would like a full refund of $1900.32. I was not aware this was a special order.

  Business response

  09/12/2023

  As shown in the attached document, the client did sign the sales order agreeing to the terms and conditions of the sale.   We clearly state on both the front and back of the sales agreement that any product that has to be ordered for the customer is non-cancellable once the manufacturer has accepted the order.   We also clearly disclose that any timeframes given for how long the order will take is only an estimate based on past vendor performance and is no way a guarantee.   A delayed product does not make the sale refundable.  The client's furniture is in stock at our warehouse and we have left messages on 08/14/23, 09/05/23, and 09/07/23 trying to schedule the delivery.  

  Customer response

  09/14/2023

   I am rejecting this response because:
  I was not told that the items had to be special ordered. I was told the items were not in stock at the store and Vans would contact their warehouse to get them. Therefore, I was under the impression that the store may not have room for all items they have on the sales floor, keeping the merchandise in a warehouse off location. When I was given the paperwork to sign, nothing was explained to me that any and all purchases at Vans cannot be refunded. I was told that the paper I signed listed the items that I purchased and was given a receipt for my debit card charge with no items listed. Therefore, I assumed it was a receipt indicating exactly what I purchased. I was not given a copy of the document that I signed.  I was given the document with the items listed that I purchased with no signature that I previously attached. 

  
  

  Business response

  09/21/2023

  I am not sure where the confusion was, but as stated in the terms and conditions of the sales agreement, which was signed by the customer, products that are special ordered in for a customer are non-cancellable once the order has been received by our vendor.

   

   

  Customer response

  09/22/2023

   I am rejecting this response because: Nothing was said to me about this being a special order.  I was told ***'s warehouse would be contacted.  I assumed that ***'s puts the their stock in an off site warehouse. The purchase agreement Van's is referring to I was told it was basically an itemized statement of the items I purchased. The receipt I was given for my card was a register receipt with only the charge amount on it. Nothing was ever mentioned that items cannot be refunded. I have furnished my entire new home from Van's and nothing has ever been said to me anytime that I have made a purchase at Van's about any order cannot be refunded.

  The statement on the purchase agreement seems to me as a hidden scam. I own a business and we discuss every detail on all the paperwork that consumers sign. We make sure they are aware of what they are signing. This experience has clearly showed me that ***'s does not communicate their full intent. Seems to me that they force people to take the items they purchase. After looking further into this, ***'s does not permit any item "special order" or not to be returned. I had heard negative rumors about ***'s and was told to stay away. After I furnished my entire new home, I went back.  The only issue that I had with them was extremely slow delivery but I was told it was because of Covid. 

   

  
  

  Business response

  10/02/2023

  I have nothing additional to add to this case.  I provided a sales agreement signed by the customer that stated that the order could not be cancelled once placed with the manufacturer.  This policy is consistent with every furniture store in our industry that I am familiar with, along with most other businesses.   We can not order a product in for a customer and then they decide they don't want to take it.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/10/2023 several items were purchased, including an end table (the item in question) which was sold to me for $243.00 plus tax. The table was advertised on a portable electronic device in the store as white and purchased for this reason (no physical item was on location to show). Upon delivery, the table was clearly a darker grey color. This was questioned at delivery. Unhappy with the situation, several attempts were made to return the item for a refund. I spoke with the sales staff who were unable to help, and requested for a call from a manager by the name of *****, which was never made to me. The sales agreement states that items cannot be returned, however, not receiving what you thought you paid for is indeed a problem. We've done over $10k worth of business with this company over the past 4 years and this treatment over a $243.00 end table is morally gross and reprehensible. This is not the way to do business in our community and Vans should make this right immediately.

  Business response

  09/05/2023

  Client can contact me directly to remedy complaint.  I will approve a refund if the product ordered is not correct.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a refrigerator from ***'s over 4 months ago and it has never functioned properly.Since my full description and details are twice as long as this space will accept, I am attaching a document as a supporting document so as to provide complete information.

  Business response

  06/06/2023

  We absolutely understand our client's frustration and my service team has been lobbying ********** to replace the unit as oppose to fix it.   However, they are requiring us to replace one additional part that they believe will fix the issue before they will escalate the case for replacement.   This is as frustrating for us as it is the customer and I have forwarded the document provided in this complaint to my sales rep.   During the first year, the product is covered by the manufacturer's warranty and it is at their discretion whether to repair or a replace a unit.

  I was not aware of the issues our client has been having with their refrigerator until now, but I will definitely address it with the sales side of **********, which has much more at stake with our account than the ****************** team does.   If the gasket they are asking us to replace does not fix the issue, I will exert all influence I have on the sales side to get our client a new unit.

  Customer response

  06/06/2023

   I am rejecting this response because:
  
  If we had any confidence at all that this refrigerator could be repaired with another service visit we would be happy to accept that. Unfortunately, there is no reason at all to expect that would be the case. The unit has been in our home 4 months and has never worked properly. There have been 4 service calls, each taking about 3 weeks to order parts, and none of which resolved either of the major problems with the device.  We also note that the next proposed service does not even address the icemaker issue.  It is also noteworthy that even after an additional service call we will not be able to tell if either problem was fixed until long after the serviceperson leaves.

  It is also important to note that we will shortly be half way through our warranty period without ever having a properly working appliance. We believe we have been more than patient in getting this issue resolved and that at this time we should either get a replacement refrigerator or a full refund.

  Business response

  06/07/2023

  The decision to repair or replace a product under a manufacturer warranty is the manufacturer's not Van's.   I will have my service team reach out to the client and provide them with the number to **********.   We have already request replacement and it was denied.   Sometimes it is helpful if the consumer can contact the manufacturer directly, as they tend to be more responsive.   We will fully support their claim and exert whatever influence we can to acheive their desired result.

  Customer response

  06/09/2023

   I am rejecting this response because:
  
  Shortly after receiving the this response from Van's we received a telephone call from ***** at their store. This was not to give us a phone number to ********** but rather to set up yet another service call on Thursday (6/8). We agreed to this, although we did call them back a little later and left a message to let them know that the water dispenser had again stopped working.

  The serviceman arrived and added the gasket to the air tower in the refrigerator. He also stated that the missing gasket is a common issue in this model. He also replaced the icemaker and was able to thaw the frozen water lines to the water filter that caused the dispenser to not function.

  Now almost a full day after the repairs it does appear that there is a big improvement in the temperature inside the unit. Temperatures vary from 40 degrees on the top shelf to 30 degrees inside the deli tray compartment. The water dispenser continues to work properly. Unfortunately, the icemaker has not made any ice whatsoever. This is at least the 3rd and perhaps the 4th icemaker and it STILL does not work.

  Business response

  06/26/2023

  We were able to work through the ********** sales channel and get an authorization to exchange the client's refrigerator.   It is scheduled to exchange on 06/27/23

  Customer response

  07/01/2023

   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.

  
  

  The replacement refrigerator was delivered and installed on June 27 as promised. So far everything seems to be working properly

   

  I appreciate the assistance of the Better Business Bureau in getting this resolved. I am also aware that many of the issues with the unit were the fault of the manufacturer and not Van's, and I also appreciate their efforts in this matter.

  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. ↩