ComplaintsforSchewels Home

• Initial Complaint

  09/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a bed and mattress on 8/26/24,, was supposed to be delivered, called to see what was going on 9/10/2024 , was told they had no delivery drivers and not sure when they could delivery my items, so we rented a uhaul at $49 plus .89 a mile to come pick up the bed and mattress to get there not have my whole order available misssing the mattress protector and foundation to bed,, after driving 35 miles one way ,,

  

  Business response

  10/03/2024

  I am sorry for the delay. It took some time to find this customer. So apparently this was a purchase for the ******* Schewels. Ms. ****** is correct about the series of events outlined in her complaint, which I feel does not portray the customer service we like to give. However, this has not been the only complication. Ms. ****** purchased a regular box spring when indeed she needed a low-profile box... our manager made the exchange with no cost the Mrs. ******. However, since I've looked into this matter, I still want to do something for Ms. ******. We are prepared to refund her $120. This should more than cover the truck and hopefully express our sincerest apology in this matter. The ******* store will call Ms. ****** when the check arrives so she can come by and sign for it. Thank you for bringing this to our attention. 

  Customer response

  10/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an extended warranty for love seat and recliner. Filed a claim to repair love seat on March 15 for foot release cable. Sent requested photos to Furniture protection as instructed. They sent a tech who couldn’t fix the piece, he did not bring part, took photos again, ordered part. Schewels ordered wrong part. Had to schedule with them to deliver that part before tech returned. Tech again ordered the part. Schewels had to again schedule to deliver that part to me. Another tech came to my home again and installed the cable. It worked a week. Called corporate customer service several times. Store manager is never available and does not return my calls. Finally on July 16 assistant manager **** promised to order the new cable release part. I called July 29 spoke to **** again and he said that would be with service department and would call me that day. No call was returned to me so I called July 31 neither the assistant manager or ***** **** the manager was in . When messages are left they don’t return the calls. The front desk said the part was not ordered until July 29, probably after my inquiry about delivery of the part that day. This has been going on for 4 1/2 months. I would like my $299 returned for the extended warranty since they have not repaired the recliner. My husband can order the part and fix it himself. None of these problems were discussed at the time the warranty was purchased. I want the $299 asap. Additionally, the head of the parts department at Schewels informed me that there have been several complaints from their customers about this warranty service.

  

  Business response

  08/16/2024

  We try very hard to offer great customer service at Schewels Home. I'm sorry that was not Ms. ******* experience. The living room group was purchased back in 2019, and the original complaint wasn't lodged until 2024. The furniture was protected under the 5-year plan, and we handled it accordingly. However, some things are beyond our control in regard to a timeline on service. Sometimes waiting on parts and using an external company for repairs really limits our ability to control the completion of repairs. However, this is no excuse. At his time, ***** ****, the store manager has authorized the rebate (in the amount of $299) for the extended warranty fee. By accepting the rebate, we will remove the warranty for the rest of the term. Thank you for bringing your retail experience to our attention and allow us to grow stronger and hopefully communicate better in the future. 

  Customer response

  08/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company did a credit check without my permission

  

  Business response

  08/22/2024

  Schewels Home takes The Fair Credit and Reporting Act very seriously. In this case all the guidelines were met. However, going forward, we will try to go above and beyond by verbally informing the customer of the inquiry on their credit.  Thank you for the opportunity to better serve our customers.  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1 purchased a living room suite from Schewels which I buy everything from them,the workers are great.i purchased a 5 yr.warrenty r4fffff for dthis complaint has to do w the warranty dept. Furniture Care Protection co....had stains,and a couple years on lining,and the leather was torn from Grand kids sitting on it.i called warrenty dept.asap.after a while they sent a tech.he took pics.of all ..of errs..it's been over 2 weeks and i called to check.**** callef me back .and said my claim was denied It was over 5 days before I called.it wasn't,nothing He turned instains,tears ,was covered.tho i ask her what was covered.she yelled at me and said YOUR CLAIM HAS BEEN DENIED,then told me what the warrenty covered,everything i turned in..I told her she doednt have to be so rude....i ask for my warrenty money back and it is non refundable..contract days it is - some fees this is unacceptable.im a sr.citizen and dont appreciate being talked to like this or taken advantage of..they sure didnt have excuses not to take the money.all i ask for is the job done i paid for.the rude and the lies the the contract changing... Tried corporate but they haven't returned my call.i would like an exchange or credit..last thing we heard is.you did nont turn it in witjin 5 days of tje stain i did it took them tbis long to take care of it

  

  Business response

  07/23/2024

  The warranty company originally denied the claim. But our manager decided to go above and beyond by honoring the warranty even though it didn't meet the criteria. We value long term customers and glad we were able to make this accommodation. 

  Customer response

  07/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a lift recliner to help get up since having a stroke. The recliner broke down on the side within less than 6 months of owning it. I only weigh 150 pounds so it’s not weight related, I am the only one that sits in the chair. Repairman came out to check it and had to wait months to have it replaced . The second replacement chair did the same thing in the same area (left side) repairman came again and said it needed replaced again. I never heard anything else from the company . A friend ended up giving me a used lift chair. After numerous attempts to have the chair either replaced or refunded . The chair is poorly made.

  

  Business response

  06/05/2024

  Mr. ******* purchased a lift recliner on 10/24/2022 that was delivered on 10/29/2022. On 2/17/2023, a woman called to report the seat of the recliner was sinking to one side. The technician, ***** ******, was contacted on 2/19/2023 and the service call was completed on 3/13/2023 at 5:20 pm.According to Mr. ******’s notes, the seat assembly failed and there was a short somewhere in the system. To repair it, an upholstered seat (with a wood frame and springs), a hand wand, and a control box needed to be ordered. However, after the store manager consulted with Mr. ******, she made the decision to exchange the lift recliner due to the extensive service issues. It was also brought to the store’s attention that the customer sits in the recliner for long periods of time and tends to lean to that one side. On 4/6/23, the recliner was exchanged, which was within 6 months of the delivery date. We cannot exchange, repair, or issue a refund for the recliner due to the fact the original sale date was 10/24/2022 and we fulfilled our one-year warranty obligation to the customer when it was exchanged.The account is currently past due and in a charge off status due to no payments being made after 11/2/2023. The customer has not reached out to the credit department to resolve collection issues. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 15, 2024 I purchased a microwave from Schewel’s Furniture in ******, **. At the time I purchased it, it had no box and they said it was the last one or a floor sample. I took it home and didnt’t use it until a friend came over and was going to try to cook two potatoes in it. The turntable kept going back and forth rather than turning correctly. I decided to return it since it was defective. I also noticed the two charcoal filters were not installed on the bottom since this was an over the range microwave. I called them to tell them I would be returning it since it wasn’t working properly and there were parts missing. I talked to the manager and my friend was there to help me. The manager said there would be a 5% restocking fee. My friend tried to explain thst it was defective and there were parts missing. The manager was rude and even refused to check it out. To date they haven’t done so. I don’t believe I should have to pay a restocking fee for something thst is defective in the first place.

  

  Business response

  02/02/2024

  Good morning,This matter has already been addressed with the account holder. Ms. ********* was not charged a restocking fee.Please contact us at ###-###-#### if you have additional questions or concerns.Sincerely,Schewels Home

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bedroom set purchased in August. Continued delivery of broken pieces, initial delivery was partial (not made aware upon ordering), bed frame broken within this short period from minimal use. Bed made of pine instead of wood (manufacturer issue) and keeps breaking. Asking for refund and company offers me lower price than what’s listed. I want complete refund. I’ve been sleeping on the floor while paying these people $875/month and am now having back issues. Order number is: ************ 

  

  Business response

  12/20/2023

  December 20, 2023****** ********* ***** **** ** **********, ** ********* Ms. *****,RE: Better Business Bureau Complaint ********Schewels Home received your complaint from the Better Business Bureau regarding the ********, ** store andthe bedroom set you purchased on July 29, 2023.Our records indicate that the bedroom set was delivered on August 8, 2023 and the footboard and drawer werereplaced shortly after. After relocating to *******, **, you contacted the store on November 13, 2023 andadvised our warehouse that the bed broke when you attempted to move it.While we sincerely apologize that this occurred, Schewels Home will not refund your money. We stand behindour offer of allowing you return the bed and crediting your account in the amount of $875, which is the price ofthe bed. As a result, your outstanding account balance with Schewels will be satisfied.Again, we apologize that this has happened and that we are unable to meet or exceed your expectations. Ifyou wish to move forward with this offer, please contact the ******** store at ###-###-####.Sincerely,Schewels Home Corporate Office

  Customer response

  01/05/2024

  Hi, I was told I’d be refunded the original cost of the bed; I included a photo of the price vs what they’re saying it costs. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I’ve been harassed by schewels home furniture store they keep coming to my house and bang at the door (I could see it on the ring doorbell) I haven’t move in yet. I just rented that house moving the 1st. But anyways not sure what they want. I call the company to ask why they’re coming over,they just keep saying I owed them money,but I don’t even know who they are and haven’t bought furniture from them,like never. So whoever live there before me ,I guess ,but I’m not the one they looking for. And they need to stop harassing me. I guess the next step is going to file a complaint at the police station. I don’t want this harassment when I move in with my kids. I need peace and besides I am not the one they’re looking for.

  

  Business response

  12/15/2023

  We have spoken with this consumer and resolved the problem. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Message: I purchased a lift chair for my mom from the ********* showroom plus a 5 year protection plan and it will be 2 years old this December, she’s paralyzed on her right side which is why I purchased it, almost a year ago in December it broke, motor doesn’t work and a spring broke. I put in a work order with the ********* office to have it fixed, it is now almost a year and I have been in constant contact with them and the company that services them, the last time I talked to them I told them they till the end of the month to remedy this and I still don’t have a fully working chair, I also told them I would contact Bbb and the news channels to report this, their suggestion was a showroom floor and no warranty, which as I said I paid for a 5 years plan. This is very poor service and I need action and I will not be out the money for the 3 years I have left on the service plan. I will be contacting other outlets to have my situation solved.

  

  Business response

  11/06/2023

  Good morning,The ********* store will be ordering the customer a new chair. Once it arrives, someone will contact Ms. ********* to schedule delivery. We apologize for any inconvenience this matter has caused.Sincerely,Schewels Home

  Customer response

  11/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They did call on Saturday and offered to give me a floor model and they told me they were not going to honor my five year protection plan.  If that is the best they can offer I would like a refund for the three years left on the protection plan.  Regards, ******* ********* 

  

  Business response

  11/09/2023

  Good afternoon,The store manager contacted Ms. ********* and went over how the Furniture Care Protection (FCP) plan works. The customer and Schewels Home are now the same page. The FCP warranty is being honored and the ********* store will proceed with replacing the chair.Sincerely,Schewels Home

  Customer response

  11/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The ********* location was supposed to contact me once the new chair was delivered.  I have not heard from them in a while and I would like an update. Regards, ******* ********* 

  

  Business response

  12/05/2023

  Hello,The store manager is checking the status of the customer’s order and will contact her as soon as possible with an update.Sincerely,Schewels Home

  Customer response

  01/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hey just an update, schewels delivered the chair in December but after they left I realized it wasn’t properly working I called them immediately and told them and she was going to try to send someone out, I haven’t seen anyone nor have they returned 3 phone calls concerning this, thank you for your help in this matter! 

  

  Business response

  01/31/2024

  Schewels Home has received Ms. *********** most recent BBB message. The store manager will contact the customer to set up a time to send someone out to look at the chair on February 1st or February 2nd.We sincerely apologize for any inconvenience this has caused.Thanks,Schewels Home 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch and love seat about a month ago (paid for it) and the couch was delivered but the seams has stitches hanging out, and each recliner was warped… the cushion seams don’t match and there is a large gap between the recliners on the couch. In the process of getting it fixed, the delivery guys damaged a landscape wall and tore it down from backing over it. That has been a mess to try and get fixed. I have reached out to HR, no call backs, they would not allow their insurance on the vehicle cover the damages, they offered store credit lol, but that don’t fix it. Then offered 200 but the crew that quoted to fix it was 1500. One month has passed and now waiting their adjuster to give his thoughts. I asked when I would receive my couch for the one that’s warped or bent and the supervisor said, out of fear they can’t come on my property. I asked what that meant she said we are afraid of hurting something else on your property… I can’t make this stuff up. One lady at corporate said they wasn’t coming on my property because of a no trespassing sign that says violators would get shot, on my neighbor’s property, so now they are labeling me or discriminating based off that. I have never seen such poor business and ethics in my life. I have offered them to just take everything back and refund my money and let’s be done, but no response. If you call corporate, you get voice mails and no calls back… it may very well be they are busy juggling a mess of poor business. I’m still hoping for a resolution in the next couple weeks, I have informed them through email my next steps and this kind of business and customer service needs to be ended. If Mr. Schewel really knew how bad these people are he would flip out. Hope this helps someone not to go this route, the headache and trouble isn’t worth it!

  

  Business response

  10/13/2023

  Good afternoon,The Schewels Home corporate office contacted Mr. ****** via email today (see attached) in regard to this matter. We are in the process of picking up the furniture and issuing a refund. A claim was filed on 9/20/2023 with the insurance carrier, per the customer’s request (see attached). This matter has been resolved.Thank you,Schewels Home

  Customer response

  10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *** ******

*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. ↩