The Furniture Warehouse

Review: The Furniture Warehouse failed to deliver my sofa within the agreed to time frame of "4-6 weeks" and currently "has no idea" as to the status of my order, which portrays The Furniture Warehouse as incompetent, unprofessional and unable to meet product delivery deadlines. Being able to delivery products within agreed to time-frames is a corner stone quality of any business and The Furniture Warehouse should be held accountable.

On 5/25/2013, I ordered an "[redacted] Place" Sectional Sofa at The Furniture Warehouse. The total price including tax and delivery was $1048.84, of which I paid 50% ($524.42) upfront on a credit card. My girlfriend and I expressed our concern about the delivery time since we had just purchased a new house and had no furniture. I was assured by the salesperson "Tisha" that the sofa would be delivered within a month, even though the official sales receipt states "4-6 Weeks".

By 6/22/2013, the 4 week mark, I called The Furniture Warehouse to inquire about my sofa and was told that it would take a total of 6 weeks, not 4 as I was originally told by the salesperson.

I called again on 6/29/2013 just to see if anything had changed and a customer service rep told me they were unloading a truck and my sofa may be on it, but she wouldn't know until the truck was completely unloaded, so I should expect a call later in the day. Later when I received a call, sure enough, my sofa had not yet arrived.

Today on 7/7/2013, 6 weeks and 1 day since ordering my sofa, I called again to inquire. The first customer service rep I spoke with put me on hold while she "called the warehouse" for about 10 minutes and then told me she would just call me back in a few minutes. I waited a little over an hour and no one called back, so I called again and spoke to yet another customer service rep. Her name started with a V, maybe [redacted] or [redacted] or something similar. After giving her all my information and having her look up my order she told me she would call me back after checking with the warehouse. I reminded her the last person I spoke with said the same thing and never called me back, but this rep promised she would call me shortly.

About 4 hours later I receive a call from someone identifying themselves as a "manager", telling me he has no idea what the status of my order is or when it would be coming in. He told me he would have to call me back during the week. I reminded him that I placed the order over 6 weeks ago and I had a written sales receipt promising delivery within 4-6 weeks. He told me that my delay was due to me placing some kind of "special order" since I requested a Left facing Chaise lounge rather than the right facing one displayed in the store. The fact that it was a special order shouldn't matter because I was still promised "4-6 weeks". I explained that I was frustrated and extremely unhappy with the situation and I asked for a refund since The Furniture Warehouse failed to meet their agreed to time frame of 4-6 weeks. The "manager" told me he was unable to refund my $524.42. I told him I was contemplating filing a complaint with the Revdex.com and he sarcastically invited me to do so, so here I am.Desired Settlement: I would like a refund of my $524.42 since The Furniture Warehouse has not met the agreed to product delivery deadline of 4-6 weeks. I am still without a sofa in my new house and am tired of sitting on the floor. I shall be purchasing a sofa elsewhere from a furniture store that can meet its delivery time frames.

Business

Response:

The customer paid in full on July 8, 2013 and was delivered the sofa set July 10, 2013. I don't believe there is any problem left unresolved with this customer's order.

Thanks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I find it amusing how after 6 weeks of ineptitude and poor service, the furniture warehouse magically located and delivered my sofa within days of filing a complaint with the Revdex.com. Thanks for your help.

Regards,

Review: I bought furniture from this store in Dec 2013. There furniture is of very low quality and customer service does not exit. I have been trying to resolve getting it fixed (insurance doesn't do anything)but they will not guarantee even though I paid for insurance. Also the company personnel is rude and won't help you. Also their license to sell furniture expired in October 2013 and is still delinquent as of this date. Too make a long story short there business doesn't operate as a business should and they have terrible customer service.Desired Settlement: To have a refund or sell furniture that is of low quality.

Business

Response:

To whom this may concern,

Mrs. [redacted] purchased 12/10/13 and we delivered 12/11/13. This customer was unhappy with her purchase and was allowed to re-select and picked up 5/2/14. The customer can't utilize her protection plan, since we already took care of the issue (by allowing a reselection) and the issue was not an accident (which is the only thing the protection plan covers for 5 years). The customer will be able to submit a claim if an accident occurs on the purchase. Furthermore, we have been very accommodating to this customer and are not able to take this any further. No refund will be given.

Thank you.

Review: I BROUGHT A DINETTE SET FOR $200 DOWN AND A $100 A MONTH IN NOVEMBER 2012, AND THE TABLE COST $600-$700!!!A COUPLE OF MONTHS INTO MY PAYMENT I FELL BEHIND BECAUSE MY HOURS GOT CUT SO WHEN ONE OF THE SALES PEOPLE CAME TO MY HOUSE TO PICK UP MY TABLE HE TOLD ME THE MINIMUM I WOULD HAVE TO PAY IS $300(THIS WAS IN JANUARY)SO I COULD BE CAUGHT UP IN MY PAYMENTS AND I WOULDN'T HAVE TO PAY UNTIL MARCH 15 AND HE GAVE ME A RECEIPT.I ALSO HAD HIM TAKE TWO OF THE CHAIRS FROM THE 6-PIECE SET BECAUSE THEY WERE DEFECTIVE AND BROKE WITHIN MONTHS OF ME HAVING THE SET SO THEY WERE SUPPOSED TO TAKE THEM BACK TO THE WAREHOUSE TO GET REPAIRED FOR 6-8 WEEKS AND THEY STILL HAVE NOT BEEN RETURNED!!!THE EMPLOYEE ALSO CONFESSED THAT THE FURNITURE WAS ALL USED AND HAD BEEN REFURBISHED(FALSE ADVERTISING BECAUSE I THOUGHT THE FURNITURE WAS ALL BRAND-NEW). SO AFTER A COUPLE OF DAYS AFTER I PAID THE $300 THEY RETURNED AGAIN TO PICK UP THE TABLE AND EVEN AFTER I SHOWED THE DELIVERY GUY MY RECEIPT AND TALKED TO THE SUPERVISOR (THIS WAS BEFORE THE MARCH 15 DATE)THEY STILL SAID I OWED ANOTHER $300!!!THE GUY THAT CAME TO PICK UP THE TABLE ALSO DID NOT KNOCK ON THE DOOR BUT TURNED THE DOORKNOB IN AN ATTEMPT TO BREAK IN AND ENTER INTO MY HOUSE!!!THERE'S ALSO BEEN SEVERAL TIMES WHEN THE EMPLOYEES HAVE EVEN ATTEMPTED TO GET INTO A PHYSICAL ALTERCATION WITH MY HUSBAND UPSETTING MY KIDS IN THE PROCESS!!!THEY ALSO CAME IN 4-5 DELIVERY VANS FOR 1 ITEM AND BLOCKED MY DRIVEWAY FOR 45 MINUTES!!!THE GM CALLED TO HARASS ME AT WORK AND SAID THAT ONLY A SMALL PERCENTAGE OF WHAT I PAY ($20) GOES TOWARD MY PURCHASE AND IM GETTING CHARGED WAREHOUSE FEES TO HARBOR THE PRODUCT IN MY OWN HOUSE!!!THIS IS A BUSINESS THAT IS SHADY AND A BUNCH OF CROCK AND THIEVES THAT CLEARLY TAKES ADVANTAGE OF PEOPLE!!!Desired Settlement: AS FAR AS I'M CONCERNED I PAID WAY MORE THAN THE RETAIL PRICE ON THE ITEM ALREADY SO I DON'T OWE THEM ANYTHING MORE!!! AND I ALSO NEED AND DEMAND AN APOLOGY FROM THIS CROOKED COMPANY FOR STRESSING MY FAMILY OUT AND UPSETTING MY CHILDREN IN THE PROCESS AND BLOCKING MY NEIGHBORS IN!!!THEY NEED TO HIRE COMPETENT PEOPLE AND TO STOP GETTING OVER ON PEOPLE SINCE THEIR BUSINESS IS SLOW(AS TOLD TO ME BY ONE OF THEIR EMPLOYEES)AND TO STOP TAKING ADVANTAGE OF PEOPLE!!!

Business

Response:

To whom This may concern,

The customer financed her furniture through a rent to own Company called [redacted]. The customer is having the issue with [redacted] not The furniture Warehouse. Not sure why we are receiving this complaint. The customer signed a contract with that company, however we are not aware or responsible of their actions if the customer ha not paid them.

Thanks.

The Furniture Warehouse Management.

Review: I purchased 2 Sofas, Coffee table, Ottoman, Dinning Table, 6 Chairs, on 07/05/2015

Out of 2 Sofas, 1 Sofas was back order , which is never delivered, Called merchant, but promised rude , never follow up , never call back , I called my credit card company advised me to contact Revdex.com

All merchandises have design , color, style , if one sofa is not delivered then other merchandise is not making me sense to keep it my houseadditional information submitted by consumer:the merchandise I ordered was not delivered. I ordered the merchandise on 07/05/2015 . The merchant promised to deliver the merchandise (back Order )to me on 07/20/2015sofa has not been delivered - loots phone call, messages , never replied, so many time told me my manager will come and call you but never happensome time said owner will come on Thursday and call you never happenThis was very frustrating and a horrible customer experience.See attached receipt with circle have back order Desired Settlement: I paid $2252.00 , would like to pickup all merchandise and refund $2252.00

Business

Response:

To whom this may concern,Mr. [redacted] received all but one sofa on the scheduled delivery 7/8/15. The sofa we were planning on delivering to Mr. [redacted] had noticeable manufacture defects, therefore we decided to order him a new sofa to avoid delivering a less than perfect sofa. We have been in contact with the customer to explain the situation and furthermore, assured him we would deliver the sofa as soon as we receive it from the manufacturer. The customer has begun a chargeback claim and we agreed on refunding the retail cost for the sofa. We verified this today with American express, We no longer owe the customer the sofa as he was refunded for it through the chargeback. We would be willing to contact Mr. [redacted] once we receive the sofa in question so he can re-purchase and we would gladly deliver it to his home at no additional charge. Thank You.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Complaint # [redacted]

Review: After tried several times for some body ta take the responsability for repair our furniture, and they just came with excuses and jutifying the bad quality of materials. when they offered the furniture to us, me and my husband they promissed to us very good quality and the best materials in the market. After two or three months of very slow use, the chairs and the sofa & love seat ( the cushion on all ) start becoming deform. ( bad shape ) We bought bed room, leaving, and dinning room sets. Just the bed room set still in good shape.

We told the manager's store that we could go to Revdex.com for to set a complain, and she told us, DO IT! You can do anything you want, but our furniture its just fine. I do not see anything wrong with them.Desired Settlement: First We want our money back from the dinning and leaving room sets. It is our first demand.

Second, We would take an exchange for different models of sets with the quality that they promissed.

Our total debt was not two grands, not even three grands We paid lamost six thousand dlls. For that We deserve more durable furniture. Furniture that last several years NOT several months.

We will appreciate all the help that you could give us to resolve this situation favorable to us. Thank you.

Business

Response:

To whom this may concern,The customer's complaint was reported to our customer service department 2/6/14. An inspection was scheduled to determine course of action on 2/13/14. After the inspection, the report indicated the chair seats are normal and no further action was required. The inspection for the sofa and loveseat reported that the seat cushion cores were getting flat, we therefore ordered the replacement cores from the manufacturer. The customer was advised on the report that nothing needed to be done to the chairs due to normal wear, however, we dis order the replacement seat cores (for the sofa & loveseat) as to accommodate the customer. Furthermore we scheduled to replace the seat cores on March 22, 2014. We received a call from the customer on Wednesday March 19th to cancel the appointment scheduled to make the core replacements. Finally, the customer asked us to increase the padding on her dinning room chairs. We advised the customer we do not customize the product we sell. Finally we advised the customer that normal wear is not a factory defect. We can not refund the customer any money as she has had her furniture since July of last year. We can not exchange the product either because, as previously mentioned, it has been used by the customer since July of last year.Thank you.The Furniture Warehouse Management.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] ; I am not agree with their response, because they offered a very good and durable quality furniture. they are lying just to get busness done. I demand the keep their word and giveme what they have offered. that is not fair they just justified their poor and cheap furniture. of course nothing is guaranteed because the use and time, but not that fast. How come a set of brand new chairs after few months of use They become worn out that bad? As I said before, I am not happy with this purchase, because I stil paying and my furniture comes bad so fast. I am afraid when I finish to pay it, I wil need to buy a new sets. THAT IS NOT FAIR. I need somebody with experience on this matter to check for this furniture, and I am very sure it will be agree with me on my complain about this business. You know, I feel like these guys made a froud to me and they will get away with. Sorry but I am very frustrated and ungry and I do not what else to say.I hope You understand how am I fee. And You can not do nothing else to help me I will apprecate if you give me any advise what else or where I could go for help. May be could I go to the court ? Thank you.Regards.

Business

Response:

To whom this may concern,We are willing to re-schedule the appointment that was cancelled by the customer on March 19th, 2014. We will gladly go to the customer's home to replace the seat cores as we had previously agreed. The customer can contact us at 619-628-1030 to re-schedule. We appreciate your time. This is our final decision.Thanks.The Furniture Warehouse Management

Review: I bought a sofa and chair and it was delivered and after delivered I found rips in the upholstery and the cushions are very hard,do not sit even on couch I ask for a repair they sent out a technician and now they say they never spoke to me and dont know about my issue I spoke to them 5 days ago they said they would get back to me in 2 days now after 2 weeks and no results I want my money back and want them to take the furnitureDesired Settlement: take the furniture and give me my money so I can go get furniture some place else

Business

Response:

To whom this may concern,We are sorry the customer is unhappy with the quality of her special order purchase. The item was especially ordered for the customer and it is not an item we carry in store. We, however would like to rectify the situation by sending the furniture back to the supplier so the item is fixed. We unfortunately can not refund the customer per our agreement (signed by the customer at the time of purchase). Mr. [redacted] (General Manager) called the customer today 3/5/16 to explain this situation, however was only able to leave a voice mail. The customer can contact our customer service department to make arrangements for us to pick up and send for correction to the supplier at the customer's convenience. Customer service# 619-628-1030 - the customer must ask for [redacted] (she is aware of the situation and will be able to further assist the customer in a prompt manner).

Review: We purchased new furniture 4 days later it fell apart... then I looked at yelp reviews 14 pages of negative reviews... I dont want "repaired "furniture it s only 4 days old and fell apart.. I want a refund so we can go to a reputable company.........Very poor qualityDesired Settlement: Refund ....

Business

Response:

To whom this may concern,I apologize for the delay in response... Mr. [redacted] was authorized an even exchange by our General Manager last month. We will gladly pick up the old furniture and deliver a new set. We can not, however refund him for his purchase as we do not have a refund policy. Mr. [redacted] can contact our customer service department at 619-628-1030 at his earliest convenience to schedule the service.have a great day!The Furniture Warehouse Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 offer to replace it but have not replaced it at all nor have they contacted me. My calls to them have gone unanswered. It has been 16 days since they have told me that they would have replacement sent. As of yet no furniture.

Regards,

Business

Response:

To whom this may concern,Our General manager Fred Gya has spoken personally to Mr. [redacted] and explained we are waiting for his replacement to arrive so that we may exchange the furniture. As soon as it arrives to our warehouse we will gladly exchange the merchandise in question. We have done everything in our power to reassure Mr. [redacted] that we will take care of the issue as promptly as possible. However in return Mr. [redacted] has been boycotting our store to the point that the police has been called to escort him from our premises. Thank you.The Furniture Warehouse Management

Review: On January 26, 2013 we purchase a special order furniture from store, a living room set and a dining room set, a total purchase of $3,522.68 dollars, the time and date for delivery was set for June 6, 2013 between the hours of 5:00 and 9:00pm, the reason we set this time for delivery so my husband or I could be home to received our furniture, but with out giving us a call or advance notice they dicided to deliver our furniture around 2:30pm, earlier than the schedule time and the only adult person that was home, was our babysitter, she told the delivery people that the owners of the home were not home at that time and that she was not told to received any deliveries and that we will be home by 5:00pm, but the delivery man insisted and told her that if she didnt accept the furniture that they will leave and that we would have to pay again for a second delivery trip, because of the way they attack her, she open the door for them to bring in the furniture, to our surprise when we got home we found a big mess of huge boxes in our living room, boxes all over the place, they didnt even bother to unpack anything, not even to take their own trash, one of the boxes was so damage that they wrap tape around it to keep it together, and this is a special order furniture meaning all boxes should of been like brand new, we were very upset and we try to call the store manager ([redacted]) and she couldnt give us an answer of why did their people deliver so early and no one gave us a call or ask our permission to deliver early, my husband and I started opening the boxes and we found a damage dining room chair (spots on the leather) one of the big bases that hold the dining room table up missing a piece of wood and the table has 2 big bases to hold the table up and the bases have like 4 small legs or feet around each base to keep the table balance or from tiping over, after finding these defects with this very expensive furniture I called the store manager [redacted] to complaint about the situation and the only respond I got from her was, that it was already to late and the warehouse people were gone for the day, that this will have to be taken care of until monday, etc. etc. I already spoke with the delivery manager Mrs. [redacted] and I told her to comunicate with me by e-mail and not by phone, and today is July 16, 2013 and we still havent got a call from any one to set up a time and date for a specialist to come out and inspect the damage furniture, we feel that the way this furniture store handles their bussiness and the way they threat their costumers is very wrong and I'm sure that we are not the only ones or the last ones to have complaints about this store. We feel like we were lie to, they were not honest by delivering damage furniture with missing pieces, specially for the price that we pay for and now since is in our possession they just dont care about fixing the problem they brought into our home.Desired Settlement: We would like for them acknowledge that they made a mistake for not asking if they could deliver earlier, for not inspecting their own merchandise for damage or miising pieces, for some one from the top of the chain to contact us and to tell us when and how are they planing on fixing the problem and give us some credit towards the purchase of our furniture for putting us through all this, specially that we were having a family reunion the weekend when the furniture was deliver. Thank you for your help.

Business

Response:

To whom this may concern,

We delivered the furniture to the customer on the date and time frame agreed. Our time frames are 9am-3pm and 3pm-9pm only. We do not have a time frame 5pm-9pm available. If the delivery was scheduled for June 6, 2013 from 3pm-9pm it is expected that the customer is available to receive the furniture or allow someone in the home to sign for the furniture. I would like to clarify there was no attack involved in the delivery as stated. If there is any damage to the furniture delivered, the customer is to contact customer service and speak to [redacted] at ###-###-#### to set up a service appointment in which the customer must be present. we would be more than happy to further assist the customer with any problems.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I have received the bussiness response and I'm not satisfy with that, first of all because they are lying in their response and I'm attaching a copy of their contract for Revdex.com to see that I was right in regards to the time they were to deliver my furniture on that day, just by them lying about the time, to me the rest of their respond is invalid and not truthful, this bussiness has a bad reputation and Revdex.com should make consumers aware and for them to becareful when they visit this bussines, because I will be letting people know about this. The only thing that I'm asking to resolve this matter is for them to communicate with me via e-mail to set up a visitation appointment to fix my damage furniture, so please can you tell them or who ever is to fix this problem to message me at the e-mail address below. Thank you for all your help.[redacted].com

Business

Response:

Hello,

Like mentioned before, We are able to help this customer through our customer service department. The phone number is ###-###-####. The contact name is [redacted]. The customer must contact Mrs. [redacted] for further assistance. Our customer service department does not e-mail customers-I apologize for the inconvenience. The customer may call at her earliest convenience.

Thank you.