ComplaintsforStucky’s Furniture & Appliance

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a ********** refrigerator, electric stove and microwave on November 15, 2021. We have had trouble with the refrigerator freezing food at the back of the refrigerator since we got it. They came and replaced it 2 times and the third time they came out they said the same part needs replaced again. I called Stuckys and they told me to call ********** which I did they informed me that they never received any notes from Stuckys about the problem we keep on having. So I called Stuckys back and was told they would send the information to **********. I received a call back from Stuckys and was told they would replace the refrigerator. After I waited a couple more weeks I called back to Stuckys and asked when we were going to receive the replacement refrigerator then I was told that they were not going to replace it because it was out of warranty. But when this all started it was under warranty. My husband called Stuckys and he was very rudely told that they will not stand behind there products and wont be replacing the defective refrigerator. I have called ********** several times and ask for a Supervisor and am put off by them and even told the the Supervisor will call me back which no one does. The refrigerator cost us $2,257.00 dollars and it hasnt even been a 2 years and the wont replace it. We also bought at the same time a $999.99 ******************* Stove and a $389.99 ********** microwave. And about 3 months ****** that bought a $799.99 dishwasher.

  Business response

  07/21/2023

  Hello,  Just sent this five minutes ago and message said that we had already responded.  Not real sure what is happening.  Can you please confirm you received this response?  My email address is ***************************************.  Thank you!

  Customer response

  07/21/2023

   I am rejecting this response because:
  They have lied to us lead us on. When I first called I was told to call ********** to have it replaced. I called ********** and was told that they never received any documentation from Stuckys and to call Stuckys back and have the information sent to them. We received a email on March 28th from ******************* saying they are trying to figure out who to send the information to. Then about a week or so after I received a call from Stuckys saying I was getting the refrigerator replaced. I waited a few days and called back to Stuckys to talk to *****? Then I keep on calling and was told either she wasnt there or on the other line this went on for another couple of weeks and finally I was able to reach her and that was when I was told that we would not receive a replacement because our warranty has  ran out. It has been like this since I have called to ********** and asked to speak to a supervisor and have been told they are in a meeting, are answering calls , will call me back which never happened and one time offered 25% off a new refrigerator which is ridiculous because we havent even had ours for 2 years yet. Considering there customer service and ********************** I would not ever buy a ********** appliance again. My husband even tried to calmly talk to the service manager at Stuckys and was told every time he said something that that wasnt true that she wouldnt say(*****) that. When my husband got off the phone he was really upset because he felt even though he didnt come right out and say it he was calling me a lair and he was the one who kept on yelling and not my husband get a word in. It has been a very upsetting and disappointing situation for us. We have bought several appliances from Stuckys . You would think they would stand behind their appliances.

   

   

   

  
  

  Business response

  07/26/2023

  Hello, we have reviewed with ***** and ****** who were involved with this unfortunate circumstance.  ********** along with all Manufacturers has become more strict on covering issues out of the warranty period.  All manufacturers are pushing us to sell extended warranties to our customers.  If we don't the manufacturer is soliciting the customer to try to get them to purchase thru them.  We have seen, off and on, in past that manufacturers will make an exception.  This is not something we see happening anymore.  Very little.  Can we suggest that Mr. or ********************* call back to ********** and possibly give them the reference # on file #******** and see if the offer of 25% towards a replacement option is still available?  This is something that we don't like to see and from experience it is getting tougher and tougher with any manufacturer to work with us on this.  ********** happens to be one of the better ones to help us.

  Customer response

  07/27/2023

   I am rejecting this response because: we received a defective refrigerator now the refrigerator is not working at all we had to move everything out to the garage refrigerator. Also my son noticed when they were emptying the refrigerator there is a black X over the information inside and he said that that represents a scratch and dent unit. I did not buy a scratch and dent. There is no way we are willing to take 25% off a ********** appliance after all the trouble we have had with this company. The only reason we want the refrigerator replaced is we can not afford to buy a new one. After paying $2254.00 on the defective unit we have no money to replace it and frankly when we bought a brand new refrigerator from Stuckys in November 2021 we thought we would not have to worry about any new appliances for at least 15 years not have it break down three times in the first year and now Stuckys and ********** will not stand behind there products. Does it make sense to you that we would have to buy a new refrigerator every year? This refrigerator is a LEMON and the part that kept on breaking down was the same every time. And like I said now the whole refrigerator has stopped working.
  
  
  

  Business response

  08/07/2023

  Hello,  we have received paperwork from **********.  It looks like they are going to replace this refrigerator.  Unfortunately the paperwork they have sent us is incorrect as far as the replacement model.  We have already responded to them to correct.  Once the corrected paperwork is sent to us by ********** we can notify the customer.  We do not have the replacement model in stock but can order with ********** in a very timely fashion.  They will, sometimes, ship us a replacement as well.  Once the unit is in our warehouse and proper paperwork is received from ********** we will call to schedule a delivery, free of charge.

  Please allow some time for them to get the corrected paperwork back to us.  Hopefully something will happen this week.  We will reach out to them by Thursday or Friday if we have heard nothing.

  Sorry for the inconvenience on this.  I think we are headed in the right direction from this point.

   

   

   

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a living room set from this company on 4/21/22. I bought a sofe, a loveseat, and a chair. I paid almost $6000. After having the furniture only a few months it broke. They wouldn't recline or close properly, and were lopsided. I reached out to the company and they said they would come and ***** the damage. They sent someone and they agreed it needed repair. They took the sofa and the chair on 9/28/22. They didn't take the loveseat. Said they would take it after the other two pieces were repaired. A few days before Christmas I got the call it was done. A delivery date was scheduled for 12/29/22 I believe. When I scheduled the delivery I was told they were going to pick up the loveseat. I explained to them that since my living room was pretty bare I used the extra space for Christmas decorations, so I wouldn't have room for all the pieces until my decorations came down. They said no problem. On the day of the delivery they refused to take the loveseat. The delivery guys said they were told not to. So I called the office and asked why after being told they were going to. The lady ****** was extremely rude, refused to take the loveseat and then hung up on me. The delivery drivers couldn't understand what the issue was either. So we ended up deciding to reschedule the delivery for another day after my decorations were taken down. I received multiple emails from a lady names *********************. She accused me of being volatile to her employees. She blamed me for being unprepared for the delivery. She even accused me and my kids of mistreating the furniture and being the cause of it breaking. My furniture is still broken. The chair has the exact same damage as it did when they took it. Now they refuse to repair my loveseat. I reached out to the manufacturer and was told that because they sold me a floor model that there warranty is void. The company lied and told me it had a full warranty. They also signed my name on all the papers and have never given me a receipt.

  Business response

  02/13/2023

  To Whom It May ************

  Attached are several documents I am sending in response to complaint #******** made by **************************  The first are three separate ******** Furniture & Mattress invoices that I recently re-supplied to ***** per her request.  On 4/18/22, ****************** purchased a ********* reclining sofa (#**) and big chair (#**) through *****, which is a "rent to own" third party financing company.  She then purchased the loveseat (#***) separately in her own name on 4/22/22.  

  ****************** called ******** at the end of September to report issues with her sofa and big chair.  Per protocol, we sent a technician out to evaluate the pieces.  Though there were several indicators (splintered wood on the floor, fully grown boys sitting directly on the extended reclining footrests, over 350 lb. weight capacity of users) of abusive use of the furniture which can void the manufacturer's warranty, I made the decision to stand behind *********'s warranty for one complete repair.  We made arrangements to pick up the pieces to bring them to our store for thorough repair by our ***************.  Once the furniture was in the store and the upholstery pulled back so the pieces could be carefully evaluated, we discovered breaks in the frame and the reclining mechanisms were bent. Attached is the repair invoice submitted to us by our ***************. 

  I emailed ***** to advise her of the situation and told her it would be a period of time in order to do the repairs since we had to order parts.   Based on what we were seeing initially, I cautioned ***** on how to use the furniture once it was repaired and explained it would be a one time repair. 

  Our Sales Manager, *******************************, contacted ***** in December to arrange re-delivery of her repaired pieces.  She clearly explained both pieces would be placed in her home and we planned to have our *************** do an in-home evaluation of her loveseat, which she later claimed was also having issues.  I made the decision to do an in-home evaluation of ************* since it took several weeks to receive the reclining mechanisms for her sofa and big chair.  

  When the delivery team arrived at ********************** home to deliver her repaired sofa and big chair, there was no room in the home to place her pieces because her Christmas decorations had not been removed.  The delivery team had not been instructed to take the loveseat and communicated this again to ***********  ***** became verbally abusive to the delivery team and over the phone with our Sales Manager.  Due to her volatile behavior, our Sales Manager asked the delivery team to keep her sofa and big chair on the truck and leave the premises. 

  After this incident, I contacted ***** to know what to do since this was a "rent to own" transaction through their company.  I was advised by ***** that ***** could get her money back IF she returned her furniture to an *****-designated drop off location, but that it was up to her to take the furniture to that location to receive a refund.  If she elected to not do so, she would need to resolve the issue with ********.  ******** worked in good faith to stand behind *********'s warranty.  In the end, the situation was not tenable.

  In essence, ***** was ******** customer.  ***** purchased from them and those are their terms.  ***** dismissed her claim and advised me appropriately.  I then contacted ***** via email to set up re-delivery of her pieces and explained if she did not accept delivery within 30 days we would have to donate her pieces to a third party at no profit to us, as we could not store them indefinitely. 

  Due to her erratic behavior and apparent misuse of her other furniture, I told ***** we would not be able to service her moving forward.  My ********* representative was in agreement that this was not a customer we could further assist.

  Thank You,

   

  *********************

  General Manager

  ******** Furniture & Mattress

   

  Customer response

  02/13/2023

  I am rejecting this response because: They arebeing completely dishonest. First of all I have one 21 year old sonliving with me who works full time. He wasn't even home when they came to pick up the furniture. Also he weighs about 165 pounds, not even close to over 35 like they stated. Also, it doesn't matter how the furniture was paid for. It was still bought from there company. Regardless if I used an outside company to finance the purchase for me, ******** was paid in full for the merchandise they sold me. No one abused the furniture, it was used to sit on and watch TV like normal every day people. The oversize chair was bought for my disabled mom and she was the only person to use it. My mom can barely walk or do anything for herself after her stroke. Are the trying to say a disabled woman who weighs less than 200 pounds broke a chair? So not true. As far as when the delivery of the furniture when it was supposedly fixed, when the lady called me I specifically asked her if they were going to pick up the loveseat when *** dropped off the coach and chair. She DID say yes. I told her my Christmas decorations were in the way and I utilized the open space by having no furniture. She said it wasn't a problem. If it would of been an issue I would of waited to set up the delivery for when the decorations were taken down first. I was never rude to the delivery men. They were actually on my side and said they thought the whole situation was crazy. I had ****** on speaker phone when she was in fact rude to me, yelling at me and then hung up on me. The deliverymen heard the entire conversation and said she was very unprofessional and shouldn't talk to customers like that. When the sofa and chair were brought back they tested the sofa but not the chair. At first they said they forgot the power cord, then found it and left. They even wrote in my paperwork that they didn't test it, but it had no issues. How would you know if it had issues or not when you never turned it on? My mom sat on the chair and it was still broken exactly like how we sent it to them. I reached out to the store and was rudely told they were not going to talk to me. Also, they are not the ones who reached out to *****, I was. But because I had already paid my loan in full with them months prior they said they couldn't help and I had to deal with ******** to resolve the issue. They never once gave me an option to returnfor a refund I would of taken that option very quickly, but it is a lie on Stuckys part. Everything they have said is a lie and I am going to call ***** to have them resend me the email they originally sent since I can't find it. 
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business response

  02/13/2023

  The observance of how the boys were treating the furniture and the chips on the floor were relayed to me via a person on our delivery team.  I was told boys were laying across the extended footrests, which is partly why I addressed this with ***********  No one of course ever asks a customer their weight.  This was a general observance of our team in trying to understand why all the reclining mechanisms were bent.  After the escalation in December, I instructed the Store Manager to refer to ***** to me, as it was becoming an extremely difficult situation to handle.  She seemingly would not accept re-delivery of her funiture and would not cooperate with ******, our Furniture & Mattress Sales Manager.  You can see from several attached emails that I tried to amicably remedy this situation multiple times to no avail.

  I did personally contact both ******************* and ************************* from ***** to seek guidance regarding this situation.  You can contact them for a greater understanding if you would like.

  Again, I made the decision alongside ********* to not attempt to repair her loveseat AFTER the escalation during the 12/29/22 delivery.  

  If you would like input from team members who were present during the delivery or in the store during the series of calls, please let me know.

  Thank You,

  *********************

   

  Tell us why here...

  Business response

  02/14/2023

  ******

  Since much of the information you are needing is coming from our Managers in ***************, I am supplying further documentation in response to complaint #********/ *************** 

  I have asked our Warehouse Manager, *********************, to get statements from 2 of the delivery men that went to re-deliver ********************** sofa and big chair to help bring more clarity to the situation.  He is having the men write those statements today and I will forward them to you tomorrow morning. 

   

  I am also attaching Notes from ********************** QuickBooks account that were made primarily by *******************************, the Furniture & Mattress Sales Manager in ***************.  Any Notes with the initial LT were made by me. We had a problem getting them to print correctly, so there is a bit of an overlap on page 2.  I marked where they picked up again. 

   

  If there is anything else you need, please let me know.  Again, I will forward the delivery statements tomorrow morning.

   

  Thank you,

   

  *********************

  General Manager

  Shuee's/******** Furniture & Mattress

   

  Business response

  02/15/2023

  *****:

   Attached are the handwritten statements of 2 delivery men that were at ********************** home on 12/29/22.  Sorry the handwriting is a little hard to read, but I wanted the statements to be directly from them.

   Thanks again,

  ****

  Customer response

  02/15/2023

  I am rejecting this response because:
  

  The delivery men are afraid of being fired if they tell the truth. Those were their exact words when they were here. The paperwork that they had with them even said to pick up the loveseat and they showed it to me. They called their boss twice asking what the issue was when that's what the paperwork said. When I was in the phone with ************** had her on speaker so they could hear the conversation. She was very unprofessional and rude and then hung up on me. Both the delivery men were shocked and said that she had no business acting that way and it was wrong of her to hang up on me and they apologized for her behavior. I had absolutely no issues with those delivery men and they were both very friendly and nice. They are being dishonest because I'm sure their job is on the line because they disagreed with the entire situation. Also, to say that I have been difficult to deal with in more than one occasion is also a lie because they only came to delivery the furniture one time. So you can see where this company is making things up as they go along to cover their tracks. At one point the delivery men both said they wete just going to take the loveseat because it was the right thing to do. Then they made the comment that they didn't wanna get written up and reprimanded for it. I asked why would they if their paperwork said for them to and they said and these are their exact words, because as you can see they are a******* Then they told me that their boss was telling them to leave the furniture regardless of what I said and he literally argued with his boss on the phone saying he didn't feel comfortable doing that because then you couldn't walk in my living room at all and I have a disabled mom. So then they said they could just delivery it another day after i took my decorations down and I said that was fine, but I was going to be contacting whoever I needed to contact cause at that point I did want a refund. 

  
  

  
  

  Business response

  02/15/2023

  I'm not sure why another response is being required?  We asked the delivery men to write down in their own words an account of what happened at the ******* delivery.  Now I am being accused of coercion of employees?  This behavior is why we had to suspend trying to assist ******************.

   

  If the BBB would like to interview any of ******** employees attached with this customer, you are welcome to do so.  I would be happy to supply you with a list of names and phone numbers.

   

  Thank You,

  *********************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/26/2022, I place an order at the above listed location for a ********* ******* 105" Couch in Moondust, with 2 different colors selected for pillows. When the couch was delivered on 10/31/2022, the couch was not the 105" rather the regular size in this model. I will admit working with sales at this store was not a bad experience and they did not quite price match another location but we were able to obtain a reasonable price. The issue is, I did not order this couch. The invoice is coded for the regular couch in which I do not work in furniture to be wise to this until looking into after. Should read FX7100-32 not FX7100-31. Furthermore, I called the day I received it to report the issue and left a message with a worker, who stated the manager would call me the next day after he passed on the information. I received no call back. I filled out and online submissiondays later , and didn't receive a call until a week after having the couch. I didn't speak to the floor manager until 11/18/2022 in regards to the issue, who stated " I do not know what you and ***** discussed and I cannot do anything." Therefore, the store is not willing to do anything about an item I received that I did not order and they cannot determine if that's true because ***** no longer works there? I need a resolution to this issue. Take the couch back and refund my money or I want discounted on this couch as they do not want back because its "been in my house for so long now." You lied about trying to reach me several times as I had one missed call and I was nothing but nice on the phone. I had to reach out three times. Fix the issue or I will have to consult my credit card company in investigating this further.

  Business response

  12/12/2022

  Dear Sir:

  As General Manager for ******** Furniture & Mattress, I worked closely with our past sales associate, ***********************, while he worked with ***********************  From my conversations with *****, I learned ********************** was moving to *************** from the ********** area.  She had seen a ********* sofa she wanted at a store in the ********** area and asked if we could price match since she was moving to ***************.  ***** explained we would be happy to price match and further explained the benefit of ordering with ******** would include full warranty protection as well as free local delivery and set up. 

  When ********************** came in to purchase, she wanted an even greater discount than what we had previously agreed upon.  I reluctantly gave ***** permission to do the invoice because we are a new (furniture) business in *************** and wanted to gain loyal customers.  At that time, she was presented with an invoice that included the ********* item code she had selected.  

  ************************** sofa was delivered on November 7th.  ********************** proceeded to call ******** complaining she received the wrong size of sofa.  Again, she had a ******** receipt that details the code of her sofa since ordering in August. Furniture codes do represent specific models and customers are provided with invoices and do bear responsibility for understanding their custom orders, particularly when they are not inventoried by us or carried on our sales floors.   

  As is documented in the attached Notes from *********** QuickBooks account, ****** (our current sales associate) called her a number of times after hearing her initial complaint and left messages with no return call.  After a period of time of no communication, ********************** then called again on 11/18 and said she would keep the sofa if we are willing to seriously discount a matching ********* chair she is wanting to order. 

  I was clear with ****** we had done all we could do for this customer and we would not be able to assist her with future orders.  Currently, ********************** has managed to rescind her credit card payment for a large portion of what she owes ******** Furniture & Mattress for the sofa in her home. 

  Please let me know if you have any other questions or need any further information.  We are happy to fully cooperate and supply you with any information you may need.

   

  Sincerely,

   

  *********************

  *******/******** Furniture & Mattress

  General Manager

  Customer response

  12/12/2022

   I am rejecting this response because: first, to address the discount, it was for a price match, which was never met, however, ***** and I  had agreed to the price I paid for the couch. It was clear he never told his manager, as I was present when he called her the day he placed my order. She was the last person to know about what he and I agreed upon and had no clue I had bought a couch from them previously. Therfore, there was no need to impress me as I was already being loyal. Also, I didn't order this couch as I do not have access to the store computer. ***** placed the order, and I do not read furniture codes for a living. Nor would I of had any reason to suspect he selected the wrong couch code as it doesn't say the measurements on the invoice. Their employee at the time placed the wrong order and I did call the day I received the couch and the store never returned my message. I was never left a single message. It may be wise in the future for this store manager to implement a policy that a manager must be notified immediately when a customer is delivered something that they did not order, especially furniture as it has a strict return policy. Bottom line is I was ordered something I did not ask for. You did nothing and I offered to keep it with an incentive attached, as this was not my error. 
  
  
  

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