ABC Carpet & Home

Bought a botanical sofa in November 2021 - was delivered April 2022, of course with a damaged leg from the delivery workers. Was told it would it would be repaired by a technician the following week. The technician cancelled a week later, and the customer service person I was dealing doesn't work there anymore. Been receiving anonymous emails from abc customer support saying they are working on it for the last 7 weeks. I didn't purchase damage goods. Buyer beware.

I am an interior designer and have been a regular customer at ABC for many years now. However on June 1st 2021 I purchased their in stock Hannah sofa. I was told at the time of purchase that I was number 12 in line for the sofa and the next shipment would only have 11 sofas. The Sales Associate, Diego Polo, told me in the event anyone ahead of me on the list canceled their order I would be bumped up on the list. So he suggested to check in once in a while to check the status of the order.
At the end of July I called customer service to check the status and was told that I was now number 11 on the list and that they would be receiving 11 sofas on 8/21/2021.
That was great news! On 8/23 I called back to customer service to check if they actually received the sofas. I was told that they had received 11 sofas and they reconfirmed that I was number 11 on the list - so all I had to do was wait for Ryder trucking company to contact me to schedule my delivery.
I heard nothing for a month. So I called customer service again. I was then told that my order had been delayed and would not be available until the end of January!
So obviously they gave the sofa that was allotted to me to another customer they deemed more important or who raised hell when they found out ABC had filed bankruptcy. This is where I lost my patience, I do not want to do business with vendors that are being dishonest. So since my order is not custom or in any way modified, I said I would like to cancel the order since 8 months lead time on a stock item is unacceptable. I was told this is not possible because of the bankruptcy. So even though they are open for business they are not operating as one.
Do not purchase any furniture here! you will never see your money again and there is no telling when or if you will ever see the product.
Stig Hansen

In response to satisfy Customer Complaint we have issued two credits to fulfill her request for $credit We have attached copies of two credits issued to customer in amounts of $and $for a total credit amount of $376.42.Sincerely,***
***

My warehouse manager Patrick A[redacted] indicates that customer's refund was processed on September **, 2015, so this matter should now be resolved. Mitchell F[redacted], Senior Exec. V.P., ABC Carpet & Home

Review: I purchased the Anagre round table from ABC on 12/*/13 for $2,134. Within a month the finish on the table began to bubble and crack, it seems to be where I occasionally use my laptop. I contacted the sales rep, [redacted], who said this absolutely should not happen, and she put me in touch with Customer Service. I also sent her pictures of the damage, which she presumable forwarded. After waiting a while, someone from customer service came out to see the table. All he did was take the same pictures of the table and leave. I received no follow-up until I called back myself to be told they wouldn't do anything about the finish on the table. I asked to speak with a [redacted], and received no call back until I once again followed up, only to be told that they would not cover any expense of fixing the table, and further that they would charge me $600 plus to fix it. I asked the [redacted] to escalate the issue, ending in the same result.

I can only assume the finish on the table is defective, or is so utterly fragile that one cannot put a laptop on it in which case this should have been explained. I have used this computer on myriad other tables and have never had an issue. Furthermore, the table sits unevenly on the floor, information which I included in an email to customer service, and they failed to address this issue at all.

I have been a long time, loyal customer of ABC, so this lack of customer service, follow-up and failure to address the situation in a meaningful way is very disappointing.Desired Settlement: Either replace the table, as it seems to be a defective item given both issues, or address both problems at no cost. After all, the table was brand new.

Business

Response:

[redacted] called on 1/**/2014

and her initial concerns were that her table was uneven. We immediately

contacted her to schedule an inspection to address the instability of her

table. [redacted] selected a date for our furniture repair technician to

come to her home and evaluate the challenge. When our furniture expert arrived

at her home he was advised that it was not the unevenness as previously stated, but in fact it was

the top of her table that was damaged. The customer then stated that the heat

from her laptop damaged the finish on the top of her table. After inspecting

her table in the customer’s home and reviewing all the photos taken, the

service technician who has over 20 years of experience in furniture repair and

restoration and along with the Senior [redacted] of Customer Relations, concluded

and agreed with [redacted] that this damage to the top of her table was caused

by heat from an object. Our furniture technician said that it appeared to be

from a roasting pan, laptop or some other device emitting heat in the same spot

for a long period of time. He could not determine if the damage was

actually from her laptop, given the size of the damage (see photo). Therefore

the assumption that the finish is defective is inaccurate. It was determined

that the relationship of heat on wood is what caused the damage, but clearly

her table was burned by something.

We value [redacted]’s loyalty as

a customer and offered her follow-up via email and telephone. Although the

damage occurred due to the negligence of [redacted], we offered to have the

table repaired for her at the lowest possible price. Additionally, we offered

free pickup and delivery service. We sympathize with [redacted], but the

damage was caused by the customer not from a manufacturer’s defect.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for the response, however, [redacted] makes a number of false statements and assumptions in his commentary:

1. I did not contact ABC initially on 1/** due to the uneven nature of the table. In fact, I initially contacted ABC on 12/** with respect to the bubbling in the table finish, and waited days, if not weeks for a response.

2. No one has ever responded to me with respect to the unevenness of the table.

3. The assumption that my computer is unusually "hot" is incorrect. I have used it on myriad other tables and have never had a similar issue. And the notion that I may have put a hot dish on the table is just untrue. It is clear that the finish on this particular table is either defective or not meant to with-stand typical table-top items.

4. The estimate provided by ABC to fix the damage was well above market rates quoted by at least three other service providers, thus on top of the malfunctioning product, the store is attempting to charge an exorbitant repair rate of $600.

I have been a long time customer of ABC, and up until now have always believed in their products. I would expect better of ABC, than to deliver a faulty product and then not take responsibility for it. My understanding is that ABC provides a one year guarantee for faulty products, and given that I had owned the table for less than a month when the finish began bubble, I think it is only right that the store makes good on it's guarantee by addressing this issue in a fair and meaningful way, such as either replacing the table or fixing both issues. I think it is telling about the product overall that there are two distinct problems with the table.

Thank you.

Sincerely,

Business

Response:

We always feel bad when a customer

is not satisfied with our products or services. I can only address the

complaint from [redacted] that Customer Service received.

We were contacted by [redacted] on

1/** to address the issue of her tables’ unevenness. We made arrangements with

[redacted] for a date and time that was convenient for her. Our service

technician went and inspected her table. When he arrived he took photos of the

damage to the table and completed a detailed report (CSD FORM). The report is

part of our process in determining how to proceed with repair or return for a

manufactures defect however; in [redacted]’s case the table was found not to be

defective. Our technician of 20 years reported, and we concur with [redacted]

that a hot item (unknown to us) damaged her table. [redacted] explained to me

that the damage occurred from her laptop. [redacted]’s contention is that it is

the finish that is defective. Finishes are not heat proof nor heat resistant.

Candles and hot dishes, laptops, or a warm platter left sitting a little too

long can ruin the look of a table and can result in unsightly heat burns. Very

hot items such as a sauce pan or baking dish should never be placed on a

tabletop, even with a hot pad.

Veneer tabletops combine

long-lasting durability with aesthetic appeal to provide practical eating

surfaces. Veneer table tops are not completely impervious to damages. Burns

from hot items create unappealing marks on the table top surfaces consistent

with [redacted] photos. While minor burns marks are repairable, and given that

[redacted] found a market value rate that was less expensive, she should

consider this alternative for repairs. We will extend our services as

promised to pick-up her table and deliver back to her at no charge once the

work has been completed.

Our policy succinctly states on

every invoice: ABC’s products are warranted for one year from defects in

materials and workmanship. At ABC’s discretion and upon inspection, we

will repair, replace or make a price adjustment to correct a defect. Defects

caused from normal wear and tear, exposure to the elements, unintended use and/or

improper care are exempt from coverage.

We value [redacted] as a customer

and find no manufacturers defect with her table.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is unfortunate that ABC is unwilling to address the defects in the table. Beyond the marks originally at issue, the seams in the table are now beginning to split, as noted by numerous others who have seen the table. Further, ABC has yet to address the unevenness of the table and the fact that it does not sit flush with floor, rocking back and forth.

This is all disappointing to say the least, but if ABC is opting not to address any of the above mentioned issues, then I suppose you should go ahead and post the commentary and we will pursue other avenues.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I bought an expensive couch on January [redacted] - I paid in full. I was told the approximate delivery date was February [redacted], 2015. (I moved into my new apartment Feb [redacted]). I never received any notification from my salesperson or the furniture sales team that there would be any delays. I call the week of February [redacted] and am told that the delivery has been pushed back to March *. Then, I called back the week of March *, the delivery date has been pushed back again to end of March/early April. So now my couch delivery has been pushed back 2 times. Having NEVER called me to alert me of any changes, the sales team relayed NO communication prompting the customer to hunt down information. I call again the week of the [redacted] to find out (1) if/when my couch is being delivered and (2) what compensation ABC Carpet and Home can offer me for my couch's (over a) month-long delay and the egregious level of customer service I encountered while attempting to have it delivered. I was told that ABC is not liable for the manufacturer's timeline (even though ABC owns the place it's manufactured), the timelines are always approximate, and that because I bought the couch on sale, they could not discount the price any more than it already was. They offered to pay the fee of moving it in (~$200). Not only was I treated badly, not kept informed of my couch's status, I was not given any discounts because I had bought the item on sale (which shouldn't matter) and incurred expenses waiting the additional time for the couch (eventually having to buy a a futon frame, pad etc to use in the interim). Needless to say, the store has a great eye, good edits, but the customer service is non-existent, which is unbelievable when you look at the pricetags.Desired Settlement: I would like 15% off the discounted price of the couch.

Business

Response:

In response to satisfy Customer Complaint we have issued two credits to fulfill her request for $375.00 credit. We have attached copies of two credits issued to customer in amounts of $201.42 and $175.00 for a total credit amount of $376.42.Sincerely,[redacted]

Review: My wife and I purchased a desk in March 2015, which was delivered damaged and which we returned three times. Since May 2015, I have been seeking a refund and I have called and emailed, I believe, over a dozen times. The management and sales representatives at ABC refuse to answer and return my calls and emails. The purchase occurred at the Bronx outlet store.Desired Settlement: I would like a refund for the price of the desk ($479.20 plus tax).

Business

Response:

My warehouse manager Patrick A[redacted] indicates that customer's refund was processed on September **, 2015, so this matter should now be resolved. Mitchell F[redacted], Senior Exec. V.P., ABC Carpet & Home