ComplaintsforFurnituremart USA, Inc.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a product recall notice for a Party Time Recliner we own. It indicated the cup holder LED lighting could overheat posing a fire hazard. I registered to request a repair on September 14, 2023 and received a confirmation number ********. I did not hear anything about when someone would come to make the repair for several months . I called the phone number included in the product recall notice, *************** to find out the status of my repair and spoke to ******* He told me he would escalate my request and told me I should hear from ****** ********* in a week or so. I heard nothing so on February 2, 2024 I called the number again and spoke to ******. She told me should would escalate my repair request to get ****** ********* in Sioux Falls to contact me. Today, February 13, 2024 I received in the mail and "Important Product Recall - 3rd Notice" letter. I called the phone number in the notice - ************** and have been on hold for the past 20 minutes......I want to have the repair made so we no longer have a fire hazard in our home due to the LED lights in the cup holder of our recliner.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a "Porter King Sleigh Bed with 2 Storage Drawers" from ****** ********* ********* located at ***** ******* *** *** Albertville, MN 55301". The bottom of storage drawers turned out to be very weak. Storing more than 3 cotton bedsheets makes the bottom sag and the drawers get stuck when I try to pull them out, making them completely useless. Sagging drawers also scrape the bottom of the footboard causing the wood chips to fall off the footboard. I spoke with store manager 2 months ago and they contacted the customer support. A technician visited our home to check the bed and told us that we cannot store more than 15 lbs. I showed him that we only stored 3 bedsheets, which weigh 7 lbs in total. I weighed them in front of him and apparently he did not write that in his report. He said that this way drawers are designed and a replacement part will not help. He said customer support will reach out to me again after he submits his report. But they did not reach out to me in next several weeks. I contacted the store manager several time since then and told them the customer support has not reached back to me. After several attempts, customer support reached back to me 2 months later, on August 14, and 15th. I was out of town and I called them back on August 23rd. They are now saying that they cannot offer me replacement or discount since I did not respond to them, which is untrue. They are also saying that they cannot offer me replacement since the bed is not to my preference, which again is untrue. My preference is use the storage drawers to their promised 15 pounds weight limit, but their design flaw and bad drawer construction quality does not allow me to store barely anything. The sole reason I purchased a $1200 bed because I wanted the storage drawers, otherwise I would have purchased the non-storage version panel bed that costs $899. I would like a achieve a resolution of this matter asap.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a drop.leaf table that was a floor model. When we got it home the one side had no supporting bracket for the leaf. We called Michael, the salesman, and he Said they'd order another and deliver with our coffee table. Well when they delivered the coffee table, there was no drop leaf table. Upon calling I was told the drop leaf table did not make it from ******* before the delivery truck left. I've called salesman, he does not return.my calls. I called customer service and was told they couldn't do anything because Michael did not make notes about it. So I called the store and said we will be bringing back. Donna didn't seem to care and wanted to know when. I said "at our convenience," I left my number for the store manager. We will see if he calls.

  Business response

  05/16/2022

  Business Response /* (1000, 10, 2022/05/16) */ May 16, 2022 Better Business Bureau BBB complaint ID#********* Consumer: Mona ****** Thank you for contacting me regarding the complaint filed by Mona ******. Our store has reached out to Mona ****** and have agreed to a reselection of product to resolve this claim. Please feel free to reach out if you have any other questions or concerns. Thank you, Harold ****** Director of Customer Care Furniture Mart USA ************ *************************** Consumer Response /* (3000, 12, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) RAY ****** manager called me. He said a new table will be in mid June. They will deliver new and pick up old. We were told this before, so until we receive the new table I do not want to close this complaint. Thank you for your help. Mona ****** Business Response /* (4000, 14, 2022/05/17) */ May 17, 2022 Better Business Bureau BBB complaint ID#********* Consumer: Mona ****** Thank you for contacting me again regarding the complaint filed by Mona ******. As soon as the new product arrives, we will reach out to Mona ****** to schedule this delivery. I am unable to offer any additional assistance until the product arrives from the manufacturer. Please feel free to reach out if you have any other questions or concerns. Thank you, Harold ****** Director of Customer Care Furniture Mart USA ************ *************************** Consumer Response /* (3000, 21, 2022/06/18) */ I asked that this complaint remain open until we receive table. Well delivery man called today saying had pickup. June 18th. I said no they were supposed to pick up and deliver new table. They did not have table. I left voice message for Ray ****** at ******. Also there was no phone call or communication about delivery. I received text and it said if didnt work to call them. Luckily we were going to be in town but here if I had changed m plans in.order to receive the table they dudnt have it. Geez Consumer Response /* (2000, 25, 2022/07/01) */ We received the table June 28. Thank you for your help in this matter.

*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. ↩