ComplaintsforWorthy's Run Furniture LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 24 February 2023, I contracted with Worthy’s Run Furniture, 682 Pennsylvania Ave, Hagerstown, MD 21740 to custom build a hutch with shelves. Final cost of this piece of furniture was $4250.00 which I paid in full via credit card. I was told that the hutch would take 10-12 weeks to build which would put the completion date at the end of May. That timeline came and went and after many phone calls and emails as to when I could expect the hutch I was finally told on 11 August, almost 3 months from the original completion date, that my hutch was being shipped via Estes Express Line. The tracking number is ***********. On 18 August I received the hutch from Estes. I immediately unwrapped the hutch and discovered major damage to the right side, the front, and two of the doors. I contacted Worthy’s Run and a person named Kristen told me to take pictures and email them to her which I did. She told me that she would contact Estes and file a claim. I asked when I could expect my new hutch and she told me that I would have to wait until Estes made a determination on my claim which could take a few weeks. On 18 September, one month after my initial complaint, I contacted Worthy’s Run to inquire about the status of the complaint. I was told that there was no determination yet and it could take awhile and that she would call the trucking company. Over the course of the next three months I have written at least nine times. Every time I was told that there was no determination yet. I also made numerous phone calls that went unreturned. On or around 5 November I contacted Estes to inquire about my claim. They told me they could give me limited information because I did not file the claim. They told me the claim was settled and unless Worthy’s Run was going to file an appeal, it was closed. I asked how long it takes to settle a claim and they told me usually 30 days from the filing date and that this claim was decided within this time frame. I asked if they had a cyber attack and if this claim was affected by it and they told me yes they had a cyber attack but this claim was settled before the attack. On 20 October I received an email from Kristen at Worthy’s Run stating that she has called Estes a number of times and was told there was not a determination on the case. She also told me that Estes had a cyber attack that has held up a lot of things on their end. On 8 November I sent Worthy’s Run an email stating that I talked to Estes and the case had been settled and I asked when I could expect my hutch. I received no response to that email and a follow up email. I sent a third follow up email to which Kristen responded on 24 November stating that she would get with the production manager to find out when my hutch would be started. On 4, 6, and 11 December I sent an email asking when I could expect my hutch All three emails went unanswered. Based on Worthy’s Run non responsiveness and their misleading responses, I believe that Worthy’s Run has no intention of replacing the damage hutch. I am asking your office for help in resolving this matter. Thank you, ***** ** ******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In July 2022, I ordered a new kitchen island, cabinet doors, crown moulding and toe kick all from Worthy Run in MD. All the material was to be delivered in one shipment and was coordinated with my contractor's time to install. The material was delivered November 23, 2022 in two shipments: rectangular island and a long/skinny package. The island was minorly damaged during shipment and the long/skinny package contained only the moulding (the wrong size) and no toe kick. I contacted Worthy Run. The minor damage was sent to the claims department and we agreed to a $200 credit. I decided that I needed to have my contractor install a different moulding while he was on site (as it is complicated) and I didn't want to wait for months to fit in his schedule again. Worthy Run was asked to send the toe kick (which I could install myself). In the meanwhile, I had ordered 2 additional cabinet doors fronts. The additional cabinet doors and toe kick were delivered in January 2023. I suggested to Worthy Run that I send back the incorrect size crown moulding at their cost. They declined. I told them I was going to donate it to charity (which I did) and they were in favor or the idea. At no time was I told that declining to have them re-send me the crown moulding meant I was not to be refunded the full value. The claim check dated 1/18/23 noted it was for the minor damage AND the incorrect items. I paid $425 for the crown moulding. The additional cabinet doors were approximately +/-$55. I have not paid for the additional doors as no invoice has ever been sent even though it was requested. Worthy Run will not accept my calls, will not return my calls, will not return my emails. The error was squarely with Worthy Run. I do not see $55 doors equal in value to the $425 crown moulding. I am seeking a $370 ($425 less $55) refund for the incorrect crown moulding that I paid for, could not use and was encouraged to donate. I was never told I would be financially penalized for their error.

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