ComplaintsforFine Home Furnishings

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 14, 2023, I bought two armchairs from Fine Home Furnishing, 5353 Tuttle Crossing Blvd, Dublin, OH 43016 614-407-3336. My claim is #1519292. Concern #1: Receipt of Damaged Chairs. After the chairs were delivered on April 1, 2023, I noticed the damage. This not only reflects poorly on the vendor's quality control measures. I provided photographic evidence. Concern #2: Inadequate Customer Service and Inconsistent Communication. Throughout my attempts to address these concerns, I have been subjected to abysmal customer service from the vendor. The lack of consistent and effective communication regarding the resolution of my issues has only served to exacerbate my dissatisfaction. On April 14, 2023 I returned to the store manager with pictures showing the defect. The chairs are with tags, brand new, and never sat in condition. ****** began the process of filing a claim and sending the pictures to ***** ********, the claims manager. On April 28, 2023 The service Rep. **** **** ******** ***** ******* @ ************ Came out to inspect the Chairs taking pictures with a report that was sent to the Claims department.I sent an email (May 9, 2023) to store management after experiencing a prolonged communication lapse regarding the resolution of my concerns. I received an email from ***** (May 9, 2023) containing inconsistent information regarding the communication with the manufacturer. I have taken the liberty of highlighting the inconsistencies within the attachment. On May 11, 2023, while out of Town I received another call from another inspection company by the name of ***** *********. I tried to schedule when I returned to town but to no avail.I sent an email on May 16, 2023, to the company president, ***** *******, sharing my disheartening experience in the hopes of finding a compromise regarding my concerns. I provided a detailed timeline summary of communication with the vendor. Regrettably, my efforts proved futile, leading me to seek your assistance.

  Business response

  06/29/2023

  To Whom it May Concern,

  Throughout this whole process we were completely transparent with the customer. We submitted everything to the manufacturer and told her it will take a little longer than the norm because cosmetic flaw in her chairs is not very common with this company it needed to be examined by different people in the department. As we continued to update the customer, we finally had a resolution from the factory, the customer instead denied the option of any resolution and only wanted a refund. Customer went ahead and disputed her transaction with her credit card company and then decided to call us gloating because of her actions. As I explained to her on the phone, we have an actual resolution from the factory and that her dispute with her credit card company will get denied because we have been 100% transparent with our customer and will further delay us fixing this problem and that the factory gives us a 30 day window for the open claim. Again before ending our phone call, I recommended that she just allows me to tell her what the resolution is from the factory and she did not want to hear it and abruptly hung up the phone. 

   

  At this point, we've done everything we can on our end to help this customer out. Instead, she's tried leaving false bad reviews online, attempted to dispute, and has gone to the BBB, instead of simply allowing us to do our jobs and follow normal claims protocol. I don't believe there's anything we can offer the customer moving forward. 

   

  Customer response

  06/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20246619
  
  I am rejecting this response because: His comments about the phone call is incorrect, I have attempted on several occassionas to communicate with the store manager via email, I can provide each email to you, I have asked several times about my options, because of my frustrations with their delays and rude response nvever including me in  what was going on I decided to request a refund. I reach out to notify the company via email that the credit card dispute asked me to notify them ( I also have that letter from the Card company to prove it) I have asked for options to be explained to me and never did the vendor respon to me except to tell that he was working on a solutions for me that was also in email which I can provide. I have always commuicated via email. I sent a letter to the Ceo to notify them of the problems I was experiencing with the manager. I have many attachments of emails of me trying and attempting to find out about my options. I asked to please allow me the respect and understanding how this process works as I did not want to keep the furniture. the store manager have been very rude never introducting him self so I had no idea who he was. Please see the letter to the CEO which would provide a clear picture of what  I experienced. The card company finially advise me to report them to BBB and that is what I did. I can provide many emails on request to back up my claims. A refund was only from my frustrations with the manager's response which only occured one time. I have that email also. At no other time did they respond to me. 
  
  Regards,
  
  ******** ******

  Business response

  08/03/2023

  We submit our emails to the factory via email and it is processed by them. They don't disclose that information with anyone other than our company. Same goes to Ms. ******, she submitted her claim to us and we updated her letting her know that the chair and chair cushion have been reordered. I'm not sure what other information she's looking for, but again her claim is currently in process with us and everything has been ordered. We are just waiting for everything to arrive and will update her once that's done. 

  Customer response

  08/04/2023

  
  ******** ******
  2:40 PM (1 hour ago)
  to me
  
  Hi ********* I am responding to your suggestion of closing this case. I have decided with reservation to move forward hoping that this business follows thru with its promise to deliver the furniture without defects.  I close with reservations to reopen if necessary
  Thank you for all of your assistance.

• Initial Complaint

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a couch that came with free pillows. The pillows that came were red and the couch was cream. The pillows turned the couch pink in the corners where the pillows were placed, like the red dye was rubbing off. I have called and emailed repeatedly and it's been over 2 years of them giving me the run around and I am beyond sick of this issue still not being resolved.

  Business response

  02/07/2023

  Hello

  I contacted the customer today and left a voicemail. Once the customer gets back to me, I will help find a quick solution in regards to this and take care of the customer.

   

  Customer response

  02/13/2023

  The manager has contacted me and said he was placing the order for pillows.  However I heard this before from a different employee so I would like to keep the complaint open until I receive delivery of the pillows.  
  
  

  Business response

  02/24/2023

  Hello,

  I understand your concern and I know it's been a frustrating process - good news is that I did make sure to order these pillows. They've already been cut and sewn and will be arriving on my next shipment any day now. I will reach out to you to have them dropped off once they're here. Thank you

  Customer response

  02/24/2023

  I would like to keep it open until I get my pillows
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Flexsteel couch on July 2nd 2022 for $1798.20 from Fine Home Furnishings on East Broad St in Reynoldsburg, OH. On October 24th I filed a claim with them for the couch being broken. Since that time two repairmen (sent by the warranty company) have been to my home and both told me the couch needed to be replaced, not repaired. As of today, December 19th, 2022 I still have not been told if it will be replaced. The stores' Claims Manager Randy S has been my contact person. He has told me that the store has no power in replacing or repair of the couch. Per him the repair is the responsibility of the warranty people only. It has now been seven weeks of a broken couch that is getting worse as time goes on. The two people in this house are over 60 years old and we feel this couch is a liability to us and needs replacing as soon as possible.

  Business response

  01/05/2023

  Hello,

  we are currently working with the customer and the factory regarding this issue and have been communicating with the customer. We are hoping for a resolution with the factory by the end of this week. 

  Customer response

  01/07/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a piece of furniture on Friday 6/24/22 for $1000. We picked the item up ourselves from the warehouse. It was boxed. As soon as we got home & unpacked it we immediately noticed it had many cracks, dents, dings, & glue spots where it was poorly made. We immediately contacted the sales person who stated that item was made and shipped overseas so there was no guarantee that if we got another one that it wouldn’t have the same problems. She asked if we would be happy with a discount. I agreed. We sent her all of the pictures. She said they are waiting on a response from the factory. It is now 6/30/22, we still have a damaged product, no response from the company & no discount. I called the store today since there was no communication from them. She said they are still waiting on a response from the factory. Where is the responsibility? I purchased this product from your company & should either be credited for the damages or we should be given a new one in the condition it was supposed to be in which is why we paid $1000. Money doesn’t grow on trees & I worked very hard to save. I expect to not be brushed off & better customer service.

  Business response

  06/30/2022

  Not sure why this customer filed a complaint. We’ve offered them a full refund. they are the ones that requested a discount and we informed them that the factory is the one that makes that decision.we’ve sent the request but things are taking longer than normal for a response. They’ll need to bring this cabinet back to the pick up location during pick up hours and we’ll issue a full refund.

  Customer response

  06/30/2022

  nothing has been resolved. The company still has not taken responsibility for the product they sold. Today is the 4th business day and by this time I should have some idea when a credit should be issued whether it is from the factory or the store, that is the responsibility of the company to decide. I did not damage the product so I will not be returning it to the warehouse. We had to rent a vehicle to get it, which was our choice, but it was not our choice to be given a damaged product. They would need to pick it up and issue the refund. Nothing has been resolved. All I wanted was some communication & not to be brushed off like this is my problem. The salesperson was very helpful in the beginning with asking for pictures but then after I was told it’s up to the factory to respond & then silence. I don’t understand that if the company & the factory are the same why do I need to wait for the factory to give the credit to the store & then to me? I worked hard for the money to purchase this item I loved. I understand a waiting period but with no communication from the store what am I supposed to think? The issue is not resolved. 
  
  

  Business response

  07/05/2022

  The customer can bring back the item for a full refund. The is the best solution. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a couch with warranty in 2020. In late 2020 (might have been early 2021) the couch broke. Fine Furnishings came out to see. They confirmed everything was covered under warranty and that they would be sending us a replacement. It has been over a year and we have not received a replacement. They do not communicate with us. Each time we reach out to them, they say they ordered it and it will be 5 more weeks. We have called, emailed and gone into the store attempting to seek resolution.

  Business response

  05/23/2022

  Customer replacement will be delivered with the next couple of days

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased leather couch and chair with electric recline capabilities in May of 2021, due to pandemic supply issues furniture arrived at our home in Aug of 2021. Within a month of use the motor in chair started making terrible noise and we filed repair claim with company, they sent out another company to try and make repair. Repair company noted to Fine Home Furnishings that motor needed replaced. Another few weeks goes by and now one couch motor is doing same thing, another few weeks or so and the other couch motor making same noise. We have complained and discussed situation with manager ****** ****** for a few months now with still no motors, and she has refused to return furniture for full refund. I have saved all correspondence between myself and fine home furnishings for 6 months going on 7 now. On Feb 22 I received an email that motors were delivered to their warehouse, but they cannot find them, will order another set of motors ASAP. Finally, March 4th received email from company that motors are here and will be delivered to our home in the next week. It is now April first and motors are still not delivered and I have not heard back from ***** or the manager. The beginning supply issue was an appropriate excuse, but now that two sets of motors have been supposedly in warehouse, one set they cannot find and the other is who knows where?? We spent almost $6000 on furniture that makes the worst noise every time we use them and are completely dissatisfied with furniture and especially dissatisfied with how this has been handled by Fine Home Furnishings.

  Business response

  04/04/2022

  To Whom it may concern,

  Items purchased by the customer come with a manufacturing warranty. We at Fine home furnishing provide the service of submitting the claim, ordering parts and help in scheduling service on behalf of the customer. If the customer did not purchase the additional protection plan from our third party the claim is then submitted to the factory. Fine home furnishings does not provide warranty and all of that is clearly stated on the back of the purchase receipt. With that being said this customer has a factory warranty claim that we have submitted on his behalf and the parts were ordered immediately. Unfortunately like everyone else the factory is dealing with a broken supply chain that delayed the arrival of the parts. The good news is the parts arrived at our warehouse and will be delivered to the customer this week. The customer will then receive a call for service scheduling to have those parts installed.     

*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. ↩