ComplaintsforHome Furniture Company Distribution

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please take note of the following information: Date of Transaction: Around January 7, 2024 Estimated Amount: $2900 Order under: ******** ****** I purchased these beds from Home Furniture because I believed they offered good quality at a reasonable price. However, since receiving them, I have been experiencing a number of issues. One of the beds required repairs in less than two months, and now I am having the same issues with the other one. This is unacceptable to me as a hardworking single mother. I shouldn't have to deal with these problems and pay the same price for it as if there were no issues. I have been a customer of Home Furniture for years and never encountered such issues before.

  

  Business response

  06/11/2024

  On last communication with customer on April 16, 2024, she agreed to have the repair technician return to fix the beds. We requested that she send photos to us so we could better assess what would be needed for the repair before scheduling the visit. She never sent photos or called back. When we received this complaint, we reached out to her and scheduled a repair visit on June 12. Our technician can only guess what will be needed without the photos but will be as prepared as he could be without more information.

  Consumer initially agreed to a service call for June 12, but then later canceled it. At least 3 attempts to contact her
  were made to reschedule the service call, but she neither answered nor returned the calls. She never sent the
  requested photos either.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My fiancé & son bought a DAKOTA power reclining sectional sofa from NI store for my Xmas/bday >$2,800. It arrived on 12/20/23 but is/was too big. It occupied 10-11 ft of a 14-15 ft room. It used 3 separate outlets/4 electrical cords with 2 cords in our path. It left less than 2 ft to pass in some areas. Next day, my fiancé called salesman. He also spoke to store & possibly delivery mgrs. The solution was rearrange/remove pieces-an option by ppl w/no visuals. My fiancé deferred to me for further contact. I spoke to salesman about my concerns/returning the sofa w/in 24-48 hrs of delivery. I understood sofa could be returned/exchanged & REFUNDED Also, someone was coming on Sat betw 9a-3p. I tried contacting them for other options & left message. Nobody returned my call. I stayed home on Saturday. It was nearly/after 3pm when my fiancé got text that they were enroute but the schedule time passed and I left home. I called for salesman a few times in the following days/weeks and was told he was out. Customers shouldn't have to continually reach out. I spoke to store mgr **** ****** about the sofa. He knew situation & assured the acct would be credited. He directed me to pick another sofa & search at any of the stores. I visited NI & Lafayette locations. My living room was off limits due to pending sofa’s removal. The lag time & miscommunication in between was through no fault of my own. I found a smaller sofa (for less). It was delivered but the process took 1-2 months. a STORE CREDIT and NOT a refund was issued. This is very disheartening and Now my fiancé owes the original purchase amount. I'm no longer confident in the merchant. The store made effort to keep profit w/o regard for customer service. Although thankful for the original sofa, the overall situation has been a nightmare since 1st delivery. The store's goal is to prevent/discourage a refund for merchant to retain profits at the customer’s expense. A REFUND is sought and justifiably warranted.

  

  Business response

  03/26/2024

   The customer purchased a power reclining sectional sofa for his fiancé, and it was delivered on 12/20/23. After delivery, the customer & fiance decided it was too large for the room. It is the customer’s responsibility to choose merchandise that fits into the space intended and meets power needs. Descriptions and dimensions of all merchandise are listed at the showroom locations and on the website. But misjudgments can occur, so we offer a 48-hour exchange or return policy. Customer contacted our salesperson and they explored the possibility of reconfiguring the sectional with fewer of the modular pieces to see if it would fit better. 
  
  A pickup of the unwanted piece was scheduled for 12/23/23 between 3:00-5:00 pm and  was confirmed by the customer.  The actual arrival at the home was 3:15 pm. The statement in the complaint states that the customer was told we would be there sometime between 9:00 am and 3:00 pm. This is not factual-appointments like these are always scheduled using two-hour windows. No one was home in this case when our delivery team arrived at 3:15 pm. Our team made a  trip to her residence in New Iberia for no reason.
  
  Fiance stated she tried contacting us for other options and left a message. Our phones are answered during our open hours of 9:00 am-6:00 pm Monday-Saturday. Any voicemail messages left after hours are returned the following morning. No message as alleged was discovered.
  
  Fiance also alleges she attempted to call the salesperson “in the following days/weeks and was told he was out.”  Our records reveal this particular salesperson did not miss a single day of work from the date the merchandise was delivered on 12/20/23 until the day it was exchanged on 2/3/24. He has his personal cell phone number and email address printed on his business cards and always makes himself available to his customers, even after regular business hours.
  
  On 1/15/24 fiance or customer again were not home after a scheduled appointment, resulting in another needless trip to New Iberia. They also did not answer their phones on other occasions in attempts to reschedule visits. The process of the exchange/pickup took approximately 6 weeks to complete but it was completely due to the customer or fiancé not making themselves available when scheduled visits were made and confirmed or not answering/returning phone calls when attempts to schedule/reschedule were made. The customer was fine with having a store credit and never asked for a refund.
  
  Because the furniture was in the home for such an extended time, we are unable to resell the exchanged merchandise at full price and subsequently will be taking a loss. We will, however, refund the balance amount to the customer instead of maintaining the store credit.
  
  We do not know how to answer the other matters listed under Desired Settlement:
  Other (requires explanation)-?
  No further contact by the business-no unnecessary contact has ever been made.
  Explanation of charges-no explanation was ever requested.

  

  Business response

  04/01/2024

  The credit transaction was submitted to Mr. *********** Wells Fargo finance account on 3/26/24 in the amount of $2004.17.  He can check his account for verification.

  Customer response

  04/03/2024

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 21458709, and find that this resolution is satisfactory to me.
  Sincerely,
  ********* ******** For ****** ******** ************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  JULY 2,2022 TRANS ACTION DATE. WE BOUGHT A LOVESEAT FOR 2,164.97. we financed $1,705.00.. We r making monthly payments in the amount of $142..08. my husband has been itching since we got the loveseat. We had no idea it could be bedbugs. We kept checking with our apartment manager about it. today she sent a exterminator to check the loveseat. He said it is completely infested and has been for a long time and that it probably came from the warehouse that way. I called the store and talked to many people but no one would give me any satisfaction. They said there is nothing they can do. Hopefully something can be done. We now have to get rid of the loveseat by Friday. Our apartment manager has told us that which means we have no furniture and paying for something that we had to get rid of . I am 80 and my husband is 90. We would appreciate anything u can do for us. Thank you I do not know how to upload documents or anything

  

  Business response

  12/19/2022

  RESPONSE TO CUSTOMER COMPLAINT
  
  Customer purchased the loveseat and had it delivered on July 6, 2022. Company has a 48-hour return policy where a refund or reselection can be given. During this period, the customer should examine their merchandise thoroughly to ensure it meets their satisfaction. Customer did not contact us for any reason whatsoever until December 13, 2022, to inform us of the complaint. This is over 5 months after the delivery was performed. The exterminator’s statements are baseless. There is no way they can tell where or when a bedbug infestation occurred.
  Company employs a number of practices to ensure against bedbug and other pest troubles at our facilities. We only deal with trustworthy, reputable vendors. We have never had a case of any kind of pest whatsoever with this manufacturer. Our business relationship is a long and professional one. The merchandise we purchase from them comes in truckload quantities, so there are no other stops our vendor makes along the way. We only buy new merchandise from our vendors, and we have a policy of never removing customer-discarded furniture or trash. We have regular treatments of our facilities by reputable exterminators. All merchandise is inspected thoroughly several times prior to a customer delivery and if any problems are discovered, it would not be delivered to the customer. We have never discovered any infestation of pests whatsoever, including bedbugs. We have had no other pest complaints from other customers.
  We are sorry Customer has a problem with these pests, but they did not come from us. Bedbugs can enter homes by many means and are common to apartment complexes. There is no way to definitively identify how a bedbug infestation occurs, including by professional exterminators. Considering all the controls in place at Company, plus the lack of similar problems, it is highly unlikely that this complaint occurred as represented by Customer. If the merchandise had been thoroughly inspected by Customer upon delivery (or within the 48-hour return window) and a problem was discovered, a refund or reselection could have been performed. But since it has been over 5 months since the delivery and there is no credible proof that Company caused the problem, the decision to disallow an exchange of the merchandise was made after a thorough review by our delivery, service, and quality control departments as well as upper management. We will not exchange, pick up, repair, or inspect this merchandise. We will not enter the infested home for any reason whatsoever for safety reasons. We will not pay for any cleaning or exterminator fees. However, in what is simply an act of goodwill towards the customer, we have decided to credit their credit card and finance accounts by a total of $1059.97. These transactions have already been processed.

  Customer response

  12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18569060, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** ********

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