American Furniture Galleries

Review: I bought my furniture from American Furniture Galleries back in January of 2014. I noticed a month after I got my furniture that one of my recliners in my sofa didn't work and I had a 5 year warranty on it so I wanted to get it fixed. I contacted the store and they told me to speak to the insurance, Ultra Shield, company that I had my warranty through. It took about till August for my claim to be filed and for someone to look at my furniture. It wasn't until March of 2015 that I received an email from the insurance company stating they would completely replace the sofa since they couldn't get the part that needed to fix the furniture. Since I got that email I have contacted the store dozens of times to schedule delivery only to be told that it will take three to four months to order my sofa, or they can't find the part to fix it, or I'll have someone get in contact with me about my claim, or they're trying to find a replacement so far from another store for me, or they don't have that sofa available anymore and someone will call me, etc. It is now October of 2015 and I have not had anyone ever call me to let me know what is going on with my claim, I have been pulled around not getting anywhere, the customer service is horrible because whenever I speak to someone to have them resolve the issue they only ever tell me but there's one person that can help me and someone will get back to me and they never do.I have given the store multiple chances and months to resolve this issue. The last employee I spoke to told me that if they have gone through what I have they would have contacted Revdex.com so therefore that is what I'm doing since I have not had any help from the store level. I talked to American Furniture Gallery stores to see if there was a corporate store or office that I can speak to someone higher up and there is no phone number to talk to anybody. Their website does not have any contact information that I can get off of it. Also the quality of the furniture is poor.Desired Settlement: The only resolution that will make me happy at this point is to have my furniture taken away and to be fully refunded. I do not want my furniture exchanged anymore and I do not want to have to deal in the future with any claims that I foresee since the quality of the furniture is poor.

Review: August 28, 2014American Furniture Galleries[redacted]To Whom It May Concern,Dear Sir/Madam,We bought a set of bed, dresser, dining table, and night stand from your location on 8-10-2014 ($1,576.50). Delivery day was set on 08-14-2-14. A call from your company prior to the delivery told us that the bed would not be there due to the wheel/rail damage. I asked what could be the delivery time for the bed and was told on 8-25-2014 (Monday). I agreed the delivery. The dresser, dining table, and nightstand were here on time (08-14-2014). We had been waiting for delivery of the bed on 8-25-2014. Meanwhile we asked a day off on Monday (8-25-14), donated our old bed to Salvation Army, and kept two visitors sleeping on the floor. I called [redacted] for what time you would deliver bed on 08-25-2014. He transferred me to the manager [redacted] who figured out whats going on and promised me to call us back soon. We waited for another three days without getting any calls from your company. I called [redacted] back for the status of bed delivery today. She thought [redacted] had called us and told me that we have to go back for selecting the replacement instead of the delivering the bed we ordered. I told her we went through your store, knew no other good choice, and asked for the refund by returning your products. She told me that I have been using the products and am not allowed to return (?including the bed we bought 3 weeks ago). I have to call the credit card company to deny the transaction. Complaints:1, Very bad communication with the customer 2, the attitude is not professional with the manager/[redacted] (her tone was arrogant and unfriendly, that sounded the customer had to suck it up)3, No apologies from [redacted] and [redacted] for any inconvenience to the customer during the entire process4, Customers are not allowed to return undelivered product (unheard of)5, Even for delivered the products, you should have certain procedures for return (such as evaluation)6, you can not force any customers to buy not what they want by holding their fundSo far, we have already cancelled the transaction. Just inform your company to pick up your dresser, table, and nightstand from our place, and demand the apology from your company. We are ready to file complaints to Revdex.com. Thank you very much.[redacted] (Tel: ###-###-####)[redacted] (Tel: ###-###-####) or [redacted]Desired Settlement: return their products, cancel the order which they did not deliver yet, and get full refund

Business

Response:

I writing to you in regards to a customer complaint that stating they didn’t received their merchandise. First off I would like to apologies to them for the inconvenience that our company put them though. The items that they purchase at that time were available, but when we did our inspection before delivery we found out that the queen bed is defective. So we inform them that their delivery will still take place and the queen bed will be back order. I look into their statement that they said we set them up for delivery on 8/25/2014. I don’t see anything in our system showing that they were setup. That week we also had couple issue with other customers who purchase the same bed. And promise them they will get their bed by the end of the month. I’m not sure If Mrs. [redacted] misunderstood [redacted] her sale associate on the date that it might come in. Some customer will hear a date and assume that it their delivery dates. Because it does happen where we tell our customers that it comes in a certain date and they expected to be in their house on that day the merchandise arrived. Since the end of August we have delivery over 30 queen bed to our customer. And some of those were customer who purchase the same time as Mrs. [redacted]. Because Mrs. [redacted] refuses to take delivery of her bed and made a stop payment on her credit card. It actually delays her from getting her merchandise. Their statement that says we force our customer buy is not true. There no customers that comes in to our store and purchase because we force them to buy. But in this case, with Mrs. [redacted] bed set there was some manufactory defect. As a very respectable store, we don’t bring out damage goods. I don’t know what other stores do, but we here don’t bring out pieces that are defective. If that makes us the bad guy then so is it. But we have been in the furniture business for more than 30 years and since we open our policy haven’t changed. We inspect all items before it leave our warehouse so customer don’t have any surprises when it delivery to their home. So I personally apologies to Mrs. [redacted] for not getting her bed in a timely manner, but we do have it in stock and is ready to be deliver to them.

Consumer

Response:

Review: American furniture galleries are price gouging their customers and lying about when furniture credit lines can be canceled if not needed or unused. After advising this company to cancel my credit application for furniture, due to further researching their price gouging, I was told by him I couldn't cancel until 90 days approached and it will auto cancel at that time. As a consumer, I found that hard to believe so I contacted one of the two companies they submitted my application to for credit; nevertheless, the sales person lied and the line of credit could be canceled at my request sooner than 90 days (as previously advised), as long as they can call the furniture store to validate no purchase was made. I went in person Wednesday, February 17th last week and have called daily to have this account closed, but the store continues to lie and do shady business by NOT providing the details the credit company needs to close the account. It is a week later and I'm still not any closer to closing those 2 accounts they opened for me to purchase their furniture! I'm livid at this point because there's no need to keep exhausting time and energy on this matter that should've been resolved less than a week ago.Desired Settlement: For the headaches, waste of time, & lies from the sales people, I'd like to have both accounts opened under the no credit check program for [redacted] and another company unknown,for both accounts opened, as I never got any info & the confirmation from BOTH credit companies that BOTH accounts have been canceled. On top of that simple, yet difficult request that's failed to occur, I'm requesting a store credit for the purchase of a picture, mirror, or accent piece given FREE with an apology!!!

Business

Response:

To whom it may concern, I don't recall seeing this customer's information on neither of our finance company unless a different name was used. We do not have a problem cancelling out if it was open. Please have customer come into the stores so we can fix this issue.

Consumer

Response:

I am rejecting this response because: they know as much as I that I came in and initially spoke with [redacted] a day prior to coming into this store that I was [redacted] known [redacted]. I will not waste anymore gas going back to this location.M

Business

Response:

We need to know which finance company that our customer wants us to cancel. We be more than happy to do so.

Review: I purchased furniture from American furniture galleries a sectional to be exact on February 21, 2016, the price was $1,438.71. Our sales person guaranteed us we will can either pick up or get them delivered in about two weeks, so we made the purchase. Two weeks came we had to call [redacted] and ask when can we pick up the sectional? He advised us that there was a delay and we would get them March 17, 2016 and they will include free delivery for having to push out the date due to the delay. We agreed since we already didn't have a choice but to wait for our sectional even though we were upset for waiting another couple weeks. March 17, 2016 comes and we get no call about the delivery, my husband [redacted] calls the next day March 18, 2016 and they let him know that we will receive the delivery April 1, 2016. First it was unprofessional for not even calling to let us know the date was pushed out even further and we have been waiting over a month for our purchase of the sectional. The fact that the sales person made the sell assuring me I would get them in two weeks and I didn't was very unprofessional. If I would have known about the wait I wouldn't of have made the purchase. I called on March 18, 2016 to get the corporate number to file a complaint, they advised me they have no corporate office. The manager I spoke too [redacted] was his name couldn't do much for me since he couldn't even find my sales receipt. I don't know what else to do here, my living room has been empty waiting for this sectional and I feel it's never coming. They have been holding our hard worked money for a month now. Very unfair! PLEASE HELP US!Desired Settlement: I feel we deserve some money taken off our purchase/discount or full refund. This is not OK, I hope you guys understand where we're coming from. VERY stressful situation we are dealing with.

Business

Response:

To whom it may concern,We do apologize on the delay. We are going to deliver the furniture to compensate our customer due to the furniture being pushed back further with the manufacture.

Consumer

Response:

I am rejecting this response because: When [redacted] had told me we will receive our furniture 2 weeks from the purchased date 2/21/16 we called after two weeks to see when they will deliver and he said we would have to wait until March 17, 2016 to be able to get the sectional because they had a delay this was the first delay, and how they were sorry so they would throw in delivery for free. So I don't understand why they're trying to still say delivery for free if they pushed the date even more further with the 2nd delay. I don't agree with this. Dealing with the stress and the waiting my family and I deserve some money be taken off the purchase item.

Business

Response:

The manufacture is giving us an estimated time of when we will receive merchandise. As of right now we will be expecting first or second week of April. We do not have any control of that. Please we do apologize for your inconvenience. I also gave the customer option to reselect a different merchandise that we may have in stock.

Consumer

Response:

I am rejecting this response because: Now you guys are saying maybe even the second week of April when you guys told me the other day March 18 that I will receive them by April 1st!!!! Wow! Lies! You guys keep pushing the date back please remember I purchased these on FEBRUARY 21st, 2016. You guys may not have the "control" over when I will receive them but you guys sure have the control of taking care of your customers right? I feel I deserve some type reimbursement for waiting this long. I paid $1438 for this item you remember that. That's a lot of money for an item that I haven't received in over a month. You guys shouldn't put a sale price on an item or even sell an item if your not going to have in stock for months. It's not fair! And no $50 isn't enough. I haven't had furniture in my living room waiting on the sectional, very inconvenient for my family.

Review: I purchased a table from American Furniture Gallery in Sacramento off E Stockton Blvd on February 16, 2015 and was told the table was back ordered and I would receive the table in about 2-4 weeks. On the third week I called to check on the status and indicated that I would be out of state for a week and asked if the table came in if it would be okay to come get it when I return. They said yes, they would call me and leave me a voicemail when it comes in if I dont answer. A week later on Monday March 16, 2015 I called again to check the status. I spoke with the manager named Sean on the phone he indicated that they gave my table away to someone who bought it back in December. When I asked him when another shipment will come in he rudely stated he didnt know and if he had [redacted]'s number he would call him and ask him. So I said thank you and hung up. I returned that night from my trip and went in Tuesday March 17th, 2015 to get my money back for the table. Sean argued with me and said he tried to call me and I didnt answer so they gave the table away. I have no phone records showing that he called me. I asked for money back since I paid in cash and he argued with me and rudely stated that he did not have cash to give me and would send me a check. I am very unhappy with the way I was treated and spoken to. The receipt says nothing about paying in cash and getting a check in return. The manager should not ever speak to customers that way. I will never step food in American Furniture Gallery again. Most horrific experience ever.Desired Settlement: I would like my money back. I would also like to know that the manager is punished for his actions. No manager should ever treat customers the way I was treated. American Furniture should not give peoples stuff away. If I am told 2-4 weeks and on the 4th week I find out that my stuff has been given away I would like my money back right away. I now have to go additional weeks without a table to sit on and eat at with my family.

Business

Response:

Regarding this complaint Ms./Mrs. [redacted] about her not getting her dining table. The fact of the matter is that we did try to call her and let her know that her dining set was in. But during that time we found out from her that she was out of the State, so she wasn't able to pick up. But the day she came in and wanted her money back, we told her that would not be an issue. But the refund would have to be mail out to her and she wasn't to happy with us regarding her refund. The next day we did get a shipment of her dining set in and we called her if she was still interested in the table and we will deliver it to her. But she didn't want the set so we have already refunded her back the money in full by check. This complaint have already been resolve with the customer. We have given the customer her full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and although I have received my full refund almost three weeks after they said it would take 5 days I am still unhappy. I did not receive a call from them I contact them in regards to my table and they informed me they had given it to someone else. I was also extremely disrespected by the store manager. After I told my father what happened once I left, since he was with me at the time of purchase he went in to speak with the manager. Not only was I disrespected via the phone when I called the manager Sean to check on the status, he disrespected me when I went in and then disrespected my dad. I am unsatisfied with how I was treated by management. And I lied to.

Review: I purchased furniture from American Furniture Galleries on 1/16/2014. Use of the furniture was done sparingly. Upon seating in one section a sound was heard and discomfort was felt. My wife contacted Ultra Shield protection plan in June 2014. A representative [redacted] sent a technician out for repair. A technician from "SAW" Enterprises tried to repair a spring rubbing on seat frame by removing part of the wood frame support. Upon further use of the section the defect became worse. My wife contacted Ultra Shield a second time. A repair technician from "SAW" Enterprises was sent on 1/23/15. His findings revealed that the first technician did not fix the problem. He stated the secondary tube springs still rub and does not function properly. He recommended replacement of the single fixed seat section. My wife was contacted by Ultra Shield representative [redacted] who recommended that we contact American Furniture Galleries for sectional replacement. My wife and I visited American Furniture Galleries on 2/16/2015. We spoke with their store manager [redacted] explaining the situation about the furniture. She indicated that she would follow up with Ultra Shield, and would contact us on 2/19 or 2/20/15. No contact was made. After several unsuccessful phone call attempts, we visited the Gallery again on 2/28/15. We confronted [redacted] regarding the unsatisfactory customer service and she promised to take further action to resolve this matter, and stated that she would contact us on 3/3/15. As of this date 3/5/15 no contact has been made!Desired Settlement: Due to the lack of cooperation, and poor customer service on the behalf of American Furniture Galleries store manager [redacted]; we request a full refund in the amount of $1124.00. My wife and I are very disappointed, frustrated and unsatisfied with the mis-leading actions of store manager [redacted], who has continuously done nothing more but made false promises without any positive results, or customer consideration. Additionally we fill that this furniture was defected at the time of purchase because we are currently experiencing the same issues with a different part of the sectional! Thank you,[redacted]

Business

Response:

American Furniture Galleries sincerely apologizes for the problem our customer is having with their sectional. Ultra Shield is primary on resolving the problem. They should not have referred you back to American Furniture as they are responsible for the solution. We will continue to work with them towards a resolution. We are in touch with the manufacturer about availability and will pass any information on to them asap. This product comes from overseas and shipping times are only an estimate as delays may be encountered. Ultra Shield will keep you informed on this service claim.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

However this acceptance does not in any way excuse the unsatisfactory customer service provided by American Furniture Gallaries Managment. It is my opinion that this matter would have been solved much quicker, without any outside mediation if communication with updates had been provided as promised.Thank you,[redacted]

Review: I WENT THEIR WITH MY FAMILY TODAY 2/16/2016 TO PURCHASE SOFA SET. THE SALES MAN WAS HELPING US SHOW US AROUND THE STORE WE SELECT 2 SOFA SET WHEN HE TOLD US PRICE AND I ASKED HIM IS IT INCLUDE THE SALES TAX HE SAID NO BECAUSE THEY HAD SPECIAL SALE FOR PRESIDNET DAY 30%OFF PLUS THEY PAY SALES TAX OR 30% OFF 36 MONTH NO INTREST. WHEY REACH TO BUY IT THEY WERE OVER CHARGING SALES TAX ACCORDING TO BOE 8% BUT THEY CHARGING 8.50%. I TOLD THEM THAT ITS NOT RIGHT TO OVER CHARGE THE SALES TAX AND THEY DIDN'T LISTEN TO ME AND ASK THEM I WANT 36 MONTH FINANCE. HE TOLD ME I HAD TO PAY CASH TO GET THE THESE PIRCE. AGAIN I TOLD HIM THAT ABOUT THE ADVERTISEMENT AND HE TOLD ME LET HIM TALK TO STORE MANAGER. WHEN HE CAME BACK TO US HE TOLD US THEY CAN'T SELL TO US WITHOUT ANYRESION AND LIVE THE STORE. WE FEEL THAT ME AND MY FAMILY GET INSUTED BY THEM.Desired Settlement: I WANT THEM TO BE APOLOGIZE TO US INFORNT OF ALL OF THER STUFF WHO WERE WORKING THIER, OFFER BETTER DEAL THAN THEIR ADVERTISEMENT OFFER WITH ITEMS THAT I AND MY FAMILY HAD SELECETED AND CORRECTED SALES TAX ALOS REFUND ALL THE OVER CHAGRE SALES TAX TO CUSTOMER THEY COLLECTED FROM AT TIME OF PURCHASES. IF THEY DON'T DO IT I WILL FILE LAWSUIT AGAINST THEM FOR FALES AVDERTISING AND OVER CHARGING SALES TAX.

Business

Response:

Review: Original sales document was altered, wrong material shipped, shipped product was over $1,300.00 less than original item ordered & lied to repeatedly.

Upon entering the store a sales rep by the name of [redacted] asked if Myself and Fiance'([redacted])needed assistance. We said yes and informed him that we were looking for a bed and mattress set. After looking at several items we ordered a Simmons Cypress Beauty Rest mattress set and a headboard, foot board, rails and slats. The mattress set was $2145.00 less 20% and the bed set was $925.00 less 20%. We were told that everything was in stock and would deliver the next day. The next day they delivered a Mallery mattress set not a Cypress and was told that the bed needed no box springs but they delivered two. The reason why we were told they were not needed is because the box springs needed to be low profile to fit the platform bed which they did not have in stock. After they left we looked at the invoice and noticed it looked nothing like ours. It was altered to show we ordered a Mallery and not a Cypress that we paid for. The mattress also did not fit the bed frame leaving a 4" gap all the way around it and that without a box spring it would not accept the sheets and bedding properly. We at this time decided we needed to go to the store and find out why they shipped a set we did not order and box springs that did not fit and a bed that would not fit the mattress set. Upon arriving to the store we first looked at the Mallery mattress set that was delivered to find out it had a $1,118.00 list price which is over $1000.00 lower than we ordered and paid for with a Visa Card. They tried to tell us it was a mistake in the number [redacted] had written down. They ([redacted] & the Manager) also tried to blame the delivery men of getting the wrong the springs that they sent high ones instead of low box springs. They then told us the reason why the frame was so large and everything fitting sloppy was due to it being set up wrong and that there was slots in the frame for adjustments. Beings that I had a truck I told them to go ahead and get me what I ordered and the right box springs and I would put them together myself. Well to make a long story short they did not have the right box springs nor did they have the mattress set we ordered and paid for, and would take 10 working days to get it. To show us that they were trying to work with us they then said they would refund us a $100.00 for the delivery charge they charged us. I could not believe this because we were told that there would be no delivery or set up charge. We said enough is enough and we had been lied to, and taken advantage of. We told them to come and get it out and give us our refund of $2,535.00 which is the total amount we paid them. When they arrived 3 days later to pick it up they had paper work to pick up material that was not corresponding to ours once again. So now we have 3 different sets of paper work all with different products. We have our original invoice, the invoice they altered after we paid for it and left, and the pick up order. The bottom line is they tried to give us product that we did not order but did look similar thinking we would not notice and by doing so stealing over $1000.00 from us plus the box springs they took back and said we did not need that was $299.00 which was quoted to me over the phone after they delivered the wrong ones and left with the wrong ones. All of this just to make a sale. They knew they did not have the product in stock when they made the sale. On top of all of this the mattress set they delivered not only was it wrong, it was either used or off their display models. It was sagging and was stressed. I have never had a company be so dishonest and unprofessional in my life. The manager and the sales rep both should be fired. Lie after lie and they literally stole money from me.

The original invoice #[redacted] dated 5-8-2012.

Same invoice #[redacted] altered to show different material ordered after we left and customer service pick up order dated 5-12-2012 referencing invoice #[redacted]. A visa credit was issued for total amount on 5-12-2012.Desired Settlement: See Complaint Text

Business

Response:

I am responding to this complaint that we have. After looking over this account, it looks like the customer already received a refund from us in full on 5-12-12. I do apologize for whatever inconvenience that the customer went though. But this case has already been finalized back in 2012. If there is anything else, please feel free to contact us. Thank you

Review: During the week of October 24th through October 31st I went to American Furniture Store several times. I was told that the TV's that they sale is a promotion through [redacted] and that they don't profit from selling the TV's and there prices are the same as what's in the [redacted] store because the TV's belong to [redacted] and they have nothing to do with the TV'S. This was a lie. The TV's there selling isn't a [redacted] promotion. [redacted] never heard or knew anything about this. The Manager at [redacted] told me to contact the Revdex.com for them scamming people. Along with this purchase I also bought 2 coffee end tables that I showed them a picture of that I was told they would order me some. They knew that they didn't carry this coffee end tables and tryed to pull a switch and bate on me. I signed a contract to finance these items for 90 days through a company called [redacted] Acceptance who is American Furnitures partners inside the store. Rac Acceptance told me I can cancel the contract since I don't have the coffee end tables a couple of weeks ago. American Furniture is trying to make [redacted] Acceptance keep me in this contract even though I was lied to about the TV and I never recieved the coffee end tables. The total items I signed a contract on was 2 lamps, 2 coffee end tables, and a TV. I signed the contract on October 30th. I got the lamps that day and [redacted] the Manager told me that he had to order the TV and that it would take 10 days to get it. This was also a lie. The reason why he told me it would take 10 days to get the TV was because it would take 10 days to get the coffee end tables and he knew that this wasn't the tables in the picture I showed him. The TV was in the store the entire time at [redacted]. According to [redacted]s Management staff. They told me that was a lie. I already paid for the lamps before getting the TV. I didn't get the TV until December 9th 2011. Desired Settlement: I offered American Furniture that I would pay them for what they paid for the TV which was $229 which is the prices that anyone could buy walking into any [redacted] since they lied to me about the TV'S that there selling which wasn't the same price or a promotion through [redacted]. They refused

Business

Response:

I'm responding back on a complaint by Ms [redacted] about a living room group that she

purchase that cam with a TV. Ms [redacted] went to best buy and seen the TV for a cheaper price and

was upset and said we over charge her. American Furniture explain to Ms [redacted] that she finance

it and the pricing will be different unless she wanted to paid by cash,visa or check than we can

give it to her for the cash pricing and she refuse it. Ms [redacted] have made only two payment and

after that she stop paying the finance company and American Furniture had to credit back to the

finance company and Ms [redacted] have furniture that she is not paying for.

Consumer

Response:

I am rejecting this response because:Whoever responding to this complaint made this story up and it was the lies from the furniture store is why I complained from the beginning. It shows the integrity of the store when making false remarks that the person responding doesn't even identify there name. What do you have to hide?The issue wasn't the t.v that they had. The issue was the furniture store trying to pull a switch and bate on an item that they knew they no longer carried that I signed to get. They assumed that I would settle for something else after I signed the contract. The situation with the t.v was just another lie from American Furniture by telling people that the t.v they were carrying was a promotion from [redacted] was false. [redacted] had no promotion going on with American Furniture Store. The store manager at [redacted] called American Furniture Store and advised them to stop false advertising using [redacted]s name.Let me state for the record that whoever stated from American Furniture Store that I stopped paying for these items.... this was also false. [redacted] Acceptance who was the finance company cancelled the contract because of the switch and bate situation that the furniture store did. I paid for the lamps that I received paying in cash prior to leaving the store with the items. I never received the other furniture items from American Furniture Store because they never had the items from the begging. The t.v was still at [redacted] for Rac Acceptance to pick up. I have no items that I did not pay for.If you read the stores reviews online 85% of them are people complaining about lies they have told and how tricky they were with the paperwork. If you have seen American Furniture every year for the past 10 years they lie to the public and tells us that they are having a liquidation sale because they lost their lease and they have to move. This is a scam to try and raise their sales up. If you buy anything and I mean anything from this store always pay with your credit card never use cash or your atm card so when they try and scam you, you will have some leeway of getting your money back from them. Your credit card company will give you your money back if they have tried to scam you and believe me they will.

Review: Purchased love seat with console May 2014 with a 5 year VIPCARE protection plan. August 2015 noticed sagging in seat of one side of the love seat, notified VIPCARE 8/24, 8/27, and 8/31 before received a response. Tri County Furniture services came out early September to assess the damage and worker said he would submit the paperwork to company for repair. Nothing happened, contacted [redacted] at VIPCARE on 10/19 and was told that they needed approval from American Furniture. Contacted [redacted] at American Furniture the same day and she stated she had not received any paperwork, but she would look into the situation and call us back. By 10/26 had still not heard anything, contacted VIPCARE again and left a message stating American Furniture needed the repair paperwork. As of today have not received another response from either VIPCARE or American Furniture.Desired Settlement: Either to have the love seat repaired before holidays or have our purchase price and service contact money refunded and love seat removed ($863.20).

Business

Response:

I am sorry this has been a difficult process to take care of her loveseat. As of 11/10/15 I have been in touch with VIPCARE verifying replacement parts required to repair the LAF Seat on the Recliner Loveseat w/Console. I am sorry Ms. [redacted] was not notified by VIPCARE or me. The order is in process and takes 4 to 8 weeks as it is an upholstered item that is coming from overseas. Since this has been a long process I have asked the manufacturer for special handling to expedite order. I will keep Ms. [redacted] informed about order progress and call her when it arrives at my warehouse. Usually the process is quicker and smoother for providing repair parts. We are working to improve communication so this does not happen in future.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I did receive notification that the part is being sent and will be installed when it arrives. Thank you for your intervention.

Worst customer service I ever experienced, there was no manager for me to speak with. One of the represetatives left me on hold for 20 minutes and I hung up to call back no answer. I was over charged and treated like I was not spending thousands of my hard earned cash. I paid the furniture off just so I wouldn't have to deal with them any longer. There was no consideration for the fact that I was overcharged and when I tried to pay it off one rep gave me one pay off price and the other gave me a different pay off amount. Nothing that is being done there seems legit.

Review: I purchased a bed from american furniture galleries on April 4th 2014, on April 4th around 9pm I called my bank to check my balance, it said I was 203.14 negative...on April 5th I went to my bank, got a printout showing that they charged me two times for the bed, the bed was 432.92 after taxes,so total 865.84, When I got to the furniture Place explained what they did,I was directed to the manager [redacted], I explained to him what happened, he looked at his receipt and told me the problem was on mine and my banks side and that he only saw that I was charged one time on his side, I persisted, so he finally called his bank and found out that he did in fact charge me twice, he then told me that the money would be reinstated back into my account, that it was Approved and should be back in my account within 3-5 business days. [redacted] gave me no receipt or paper work showing any proof of this. On April 11th the 5th business day, there was no money so I went back to [redacted] and told him I did not receive the money, he then called his bank....while he was on hold, he told me that he received a call from them the day before April 10th telling him that it was approved, I told him, but that's not what you told me on the 5th, you said that it was already approved. After he got off the phone, he said OK, the bank approved me to swipe your card to reinstate the money, he also said the original transaction that hadn't showed up in my account was canceled. I asked him, so no more money will be taken out of my account? He said no. On Feb. 18th I called my bank because my card got declined when trying to get gas, I called immediately and my bank said that I was negative 251.11 I then went home and looked online at my account, and realized that the original transaction that he said was canceled actually went through, but that they took it back out....which I had no idea until I looked online, I received no notice that it was in there nor any that they were going to take it out, they went into my account without my permissioDesired Settlement: I would like for them to make my account current and give me a full refund for the bed I bought from them.

Business

Response:

I am responding to a recent complaint regarding a double

charge that a customer is filing with the Revdex.com.

What happens was that night she made a purchase with us and

the first transaction did not go through due to a connection error. So the sale person ran it the second time

which went through. Somehow that first

transaction also went through. But the

first amount for 432.92 does not show into our account. It remain in “limbo”, so when I spoke with my

merchant service on 4/5/2014 to resolve this issue. The person I spoke with put a request in to

refund it back to her. Merchant service

told me that it would take 4 to 5 days for this to happen. I received a phone from my merchant service

on 4/10/2014 saying that this transaction is being process and it will be back

into her account. On 4/11/2014 she did

come in and ask what is going on, I called back to merchant service and they

had me refund her the amount in total 432.92 + 27 for fee that she was charge

on her account. Because her money remains

in limbo state do to an electronic error by the credit card machine. Giving her this refunds mean that I’m giving

her money back that I haven’t actually received yet. With this refund we had to stop the refund

request that we made on 4/5/2014. So

this is where it gets confusing, because we refunded her back $459.92. The amount of 432.92 that was originally

double charge to her had to be release to us.

I know she said that she has paperwork showing her side of the

story. I also have our bank statement

showing that her refund is back in her account.

She also claims that we went

into her account without permission. That is not true; we do not have her info and

if you know credit cards slips now day only show the last 4 digits of her

card. So for her to accuse us of

tempering with account is ridiculous. I

do apologize for whatever inconvenience that this error have cause. She has to understand it was an electronic

error that happens and we are trying our best to get it resolved for her. Because we are dealing with person

information she has to let us know what is going on. I only know what is happening to my account

and what is said to me by my merchant service.

So if there is still an issue please contact us so we can get right on

this matter and get it resolve.

Review: Bought 2 entertainment chairs June of 2014

Both of my chairs are tearing!

Bought a 5 year warranty for the chairs.

Called Warranty Care on 2/10/2016- Missed call 2/12/2016 due to working.

Called Warranty Care on 2/17/2016

Warranty Care called me back 2/18/2016, Warranty Care

said that there is a warranty hold from American furniture and I am to call them, from there they will call Warranty Care.

2/20/2016 called American Furniture requested Manager/also told sales associate reason why calling. Associate advsd that manager will call me back later that day. No one called me back.

2/21 American Furniture did not call so I called them back. Associate advsd that manager was busy. Advsd that Manager waas supposed to call me back. He kept interrupting me and I asked if he would listen. He ended up shouting at me to buy 2 more new chairs and hung up!

Immediately called back and requested a manager again. I was put on hold and [redacted] came on the line said he was the manager. I explained the situation I was having as well as explained what had just happened with the associate hanging up on me telling me to buy 2 more chairs. He placed me on hold for more than 30 mins. I called back explaining that I had been on hold, the associate asked me to hold and I was put on hold for another 15 mins. I was put on hold again for. I called them back and they refused to answer the phone. I am thinking that they have Caller ID.Desired Settlement: I would prefer a refund of both chairs. They cost me $900 each and should not be tearing in less than 2 years. I have always conditioned the chairs and should not be tearing VS replacement of chairs having to deal with the same company (American Furniture) [redacted].

I have all receipts and warranty guides.

Business

Response:

On 6/30/14 Mrs. [redacted] made a purchase of two recliners chair with us. Mrs. [redacted] did have issues with the chairs and they were replaced under warranty with two brand new chairs on 3/9/15 and 3/19/15. Once chairs are replaced for a brand new set under warranty, the warranty for that item is over. We can not keep replacing chairs for Mrs. [redacted] every year.

Consumer

Response:

I am rejecting this response because the information is not entirely true. I did receive a chair in May of 2015 for ONE of the chairs that was cracking. The chair that Ameridcan furniture sent was defective, therefore another one was sent in place of that chair and the defective chair they picked up. That was for ONLY one of the chairs. Now both chairs are tearing badly. I have conditioned both chairs regularly with the leather conditioner American Furniture had given me.The warranty is for 5 years. No where on the warranty information does it state that it is only a one time use, it SAYS that it IS a 5 yr warranty.Upon calling the Warranty Care company, they said that American Furniture had put a Service Hold on my account. I paid for the warranty therefore I should had gotten the warranty.When I called American Furniture, they were very very rude and unprofessional. They would not allow me to speak. They told me to purchase 2 more chairs and hung up on me. These chairs with warranty totaled up to $1,838.00 and should not be tearing every year like they are. I have no kids and when we get home from work we sit in them for only 2-3 hours a night. They should not be tearing up every year, I have only had them less than 2 years.I would like to get a refund for the price of both chairs at this point.

Review: I purchased a powered leather reclining sofa and loveseat from American Furniture on November 11, 2011 and paid for them in full with my Mastercard credit card in the amount of $2,806. The sofa and loveseat were delivered on November 18, 2011, and the left facing side of the loveseat would not recline. The delivery men attempted to make it work to no avail. They called the store and said a repairman would come out to fix it. I asked that they take the loveseat back and bring me one that worked and they said that the one delivered was their last loveseat. I noted the issue on the delivery form asking for a replacement. After a few days of not hearing from the store I finally called them to ask about the repair/replacement of the loveseat. I think I talked to [redacted].

Approximately a week or so later a repairman showed up to try to fix the loveseat and determined that he had the wrong part(s). I talked to [redacted] at the store asking that they take the loveseat back and give me a refund because it was not a reliable product and unuseable to me. A few minutes later a man named [redacted] called me asking if I could give him a couple of days to get the right parts and fix the loveseat. After some discussion (I was not happy with the product or the service), I agreed saying this was their last chance. After a period in excess of two weeks (not two days), [redacted] called yesterday from the store saying they had all the parts necessary to fix the loveseat and scheduled a repair visit for today, December 21, 2011... over a month from the original delivery date of a broken loveseat.

The repairmen showed up today and after some effort determined they again had the wrong parts to repair the loveseat. I talked to [redacted] at the store and said I wanted the sofa and loveseat loaded up in their delivery truck and I wanted a full refund for the furniture because the furniture and service were unacceptable. She asked me to hold on and went off line. After some time I determined there was no one on the line and the repairman said he would call the store and went out to the delivery truck to call. After some time I went out to the truck and asked what was happening and the repair/delivery guys said their boss told them not to take the furniture. I asked to speak to him and determined it was a man named [redacted] (spelling?). He repeated that he would not authorize the removal of the furniture and a refund. He represented himself as the Store Manager so I asked him who his boss was so I could discuss the issue with that person. [redacted] refused to give me a name or phone number for his boss saying he thought he had the right parts. I relayed that I had lost my patience and confidence with the quality of the product and the service that I had received and wanted the furniture removed and a refund. [redacted] refused to consider my request insisting again he felt he could repair the loveseat. I indicated I no longer wanted the furniture for the foregoing reasons and wanted it removed and my money refunded. He refused. American Furniture has my money... I have paid off my credit card and I now have furniture I no longer want nor accepted in the first place without requesting it be replaced. All the time that has passed since the delivery of the broken loveseat has been because of delays on the part of American Furniture. I can't imagine a business conducting themselves in this way and also can't imagine that this is the only loveseat of this product line in existence. My only acceptable remedy given the treatment and service I have received to date is to return the furniture and receive a refund in full.

Specifics:

Invoice# [redacted] American Furniture Clearance Outlet [redacted] Tel# ###-###-####

There are no model numbers on the invoice only the note of 1278 in the unit column. The sofa cost $1,428 and the loveseat cost $1,378 for a total of $2,806 including tax and delivery.Desired Settlement: See Complaint Text

Business

Response:

To whom it may concern:

Upon researching this complaint, Mr. [redacted] had a legitimate problem with his new power recliner loveseat.

We tried our best to resolve the problem by repairing with replacement parts that did not work. At the onset

of the problem with his loveseat we ordered a new one to replace it. The new one arrived and we exchanged

the one in his home for another new one on 12/24/2011.

This complaint has recently been shared with us at the Rancho location and we are responding to clarify how

the problem was solved. If you have any questions you may contact me at ###-###-#### between 10am and

8pm Monday to Friday.

Review: My husband and I tried different mattress at American Furnture store, because of my husband back pain I requested to see the best one that is firm enough for those kind of pain.The sales representative reffered me to the most expensive one as the the best one so I purchased that one.After the mattress was deliverd to our house we noticed it was not firm at all and cause a huge pain to my husband back after sleeping one it for one night.First we thought it was diffrent qulaity than the one that we purchased but then we thought maybe the one on the store has become firm because many people try it and sleep on it. so we went to the store and we asked to return the mattress they said let your body adopt with the mattress which should take a week, but that never happened and my husband back pain was even worse than before.The mattress cost us $2000 and the recept said it can be return with in 3 days, I feelt they lied so the 3 days would pass and so they cant return it after that.Therfore I called the manager of the store to complain and to ask for refund, but he said the mattress is not listed under that condition in my recept any way. I asked him how could we know the mattress is exceptional from the three days return policy if the recept dose not refer to any exceptions?? my invoice has this condition listed under and the sales person never mentioned that either!!my complain is against their misleading invoice conditions, the very bad customer service adding my husband back pain is worse now.Desired Settlement: I highly demand to have our money refunded to us, I would not agree with the exchange since we already got the best and expensive mattress that they have.

Business

Response:

HI MY NAME IS [redacted] AND I'M RESPONSING TO THE COMPLAINT BY MR AND MRS [redacted] ABOUT THERE MATTRESS. MR [redacted] HAD STATED THAT HIS OLD MATTRESS HE HAD OVER 10 YRS AND BOUGHT A BRAND NEW MATTRESS WHICH THE SALESMAN [redacted] TOLD MR [redacted] THAT HE NEED TO ADJUST TO A NEW MATTRESS AND WE DON'T WARRANTY COMFORT. MR [redacted] CALL A MONTH LATER AND STATED THAT HE WANTS US TO PICK UP MATTRESS FROM HIS HOUSE CAUSE HE WASN'T HAPPY AND IF WE DIDN'T PICK IT UP HE WILL COME DOWN AND KNOCK US DOWN. I SPOKE TO MRS [redacted] TRYING TO SEE IF SHE WAS MORE UNDERSTANDING THAN HER HUSBAND, I TOLD HER OUR POLICY RULES ABOUT MATTRESS WE ARE NOT LICENSE TO PICK UP OLD MATTRESS AND RESALE THEM BUT I CAN BRING A TECH TO SEE IF SOMETHING WRONG WITH MATTRESS AND HER ANSWER WAS NO AND SHE JUST WANTED HER MONEY BACK CAUSE SHE KEEP SAYING [redacted] IS BETTER. I WILLING TO HELP MR AND MRS [redacted] OUT IF THEY WANNA RESLECT ON A DIFFERENT MATTRESS. THANKS YOU IF ANY OTHER QUESTION PLEASE CALL [redacted] AND MY NAME IS [redacted].

Business

Response:

HI MY NAME IS [redacted] AND I'M RESPONSING TO THE COMPLAINT BY MR AND MRS [redacted] ABOUT THERE MATTRESS. MR [redacted] HAD STATED THAT HIS OLD MATTRESS HE HAD OVER 10 YRS AND BOUGHT A BRAND NEW MATTRESS WHICH THE SALESMAN [redacted] TOLD MR [redacted] THAT HE NEED TO ADJUST TO A NEW MATTRESS AND WE DON'T WARRANTY COMFORT. MR [redacted] CALL A MONTH LATER AND STATED THAT HE WANTS US TO PICK UP MATTRESS FROM HIS HOUSE CAUSE HE WASN'T HAPPY AND IF WE DIDN'T PICK IT UP HE WILL COME DOWN AND KNOCK US DOWN. I SPOKE TO MRS [redacted] TRYING TO SEE IF SHE WAS MORE UNDERSTANDING THAN HER HUSBAND, I TOLD HER OUR POLICY RULES ABOUT MATTRESS WE ARE NOT LICENSE TO PICK UP OLD MATTRESS AND RESALE THEM BUT I CAN BRING A TECH TO SEE IF SOMETHING WRONG WITH MATTRESS AND HER ANSWER WAS NO AND SHE JUST WANTED HER MONEY BACK CAUSE SHE KEEP SAYING [redacted] IS BETTER. I WILLING TO HELP MR AND MRS [redacted] OUT IF THEY WANNA RESLECT ON A DIFFERENT MATTRESS. THANKS YOU IF ANY OTHER QUESTION PLEASE CALL [redacted] AND MY NAME IS [redacted].

Consumer

Response:

Review: 3 yrs ago I purchased furniture set from American Furniture and I was sold a warranty. I asked a ton of questions as to what was covered and I was told any damage was covered. I have kids, dogs and cats so I wanted to make sure that if the furniture was damaged that I was covered. My brother was with me when I purchased these items and remembers that sales guy telling us that whatever happens to the couch it was covered under the warranty. IE cat scratches the furniture, kids poke a hole in the furniture, a rip is made by anyone it was covered. A week ago I called guardian products to file a claim and I was notified by a rep that I purposely cut my couch. Seriously way would I do that to my own couch? I then spoke to a supervisor who told me it was extensive damage and it was not covered (they only cover damage the size of a quarter. I have tried contacting [redacted] ( I was told he was the guy in charge of the auburn blvd location) 3 different times. [redacted] is never in when I go in or when I call the store. I have tried to resolve this with the store location but Im getting the run around. I was sold a 5 yr warranty that is useless to the consumer.Desired Settlement: There are 4 options I would like to fix this issue. 1st the LoveSeat to be replaced, 2nd the warranty company to fix the love seat, 3rd American furniture to refund my warranty money or 4th American furniture to pay to fix the loveseat.

Business

Response:

Dear Revdex.com,My name is [redacted], I'm responding back to a complaint by [redacted]. Mr's [redacted] purchased a 5 year warranty that cover any accidents to the furniture. I contacted the warranty company to try to help Mrs [redacted] solve her problem, but with the damage to her property it is beyond excessive to be merely accidental. Mrs. [redacted] stated her salesman told her the warranty would cover anything that happened to the property, which is only true if the damage is accidental. She received all the informational pamphlets included with her warranty to explain to her what is and is not covered by the company. Upon viewing the photos of the damage to the property it voids the warranty, as stated in the pamphlets. All accidents are to be reported immediately and there was excessive damage which led us to determine that it cannot be accidental damage.thank you,

Consumer

Response:

I am rejecting this response because: I'm really tired of people telling me that the rip is my couch is excessive and that it was not accidental. Do you live in my home, where in my home when the rip accord. Basically you are telling me that I purposely ripped my couch so I could fight the warranty company and the furniture to get a repair done. I take great care of my couch's and have made sure they are well taken care off. Accidents happen and that is why I purchased the warranty.I have all the ripped material and the stuffing in a box at my home if anyone would like to come and actually investigate. Mr. [redacted] never reached out even after my 4th and final attempt to resolve this person. We spoke for about 5 mins and then he was one. This furniture store does not stand behind the products nor do they care about there customers. Yes the claim has been denied and now I will make sure that ever consumer that lives in and around Sacramento is aware of that American Furniture Gallery sales a warranty that does not cover any damage. The sales guy never gave me pamphlet describing what damage is covered. We spoke about it and I asked a ton of questions( I have a witness). all I received was my invoice with the cost of the warranty and the name of the warranty company.. The fact of the matter is the the repair cost is more than the cost of the warranty and that is why no one wants to fix the repair. I personally will never shop American Furniture Gallery's again. Nor will my family and friends. I will also be contact [redacted] and asking them to do a story and I will make sure that review is posted on every review site around.

Review: I bought a bedroom set from American Furniture approximately 2 years ago. A black sleigh bed. 2 end tables and dresser. The side rail that holds the slats in place broke in half. I went in to the store for repair, and I was told that I had to PAY $105 that would get me the set of side rails and slats...I would also have to pay for delivery$79 because the item is too large to get into a car. That is ridiculous. Why would I have to pay for the repair of a bed that is not even 2 years old, its obvious that it is a manufacturer defect. The staff was not helpful, not customer service oriented or sympathetic to my needs at all... This is only the 3rd issue that I have had with American Furniture and I felt I needed someone to address this issue. Desired Settlement: 1st issue they denied me credit, and did not run my credit at all..keep in mind that I was able to obtain credit from Beck's Furniture at the same time and had just purchased a house. The bed that I have is not the original bed I wanted.. When I came in to pick up my bed, they no longer had the bed and there was a 6 to 8 week TAT (turn around time), and so I had to purchase a more expensive bed. Then to not get the customer service and attention to my issue is absolutely ludicrous....... After the first issue I stopped shopping at American Furniture Galleries. American Furniture Galleries has no idea about Custmer Service and standing behind their products.

Business

Response:

Dear Revdex.com, responding to a complaint from [redacted]. Ms [redacted] has purchased furniture at American

furniture galleries over two years ago and she had one year manufacture warranty from the first day it

was purchased. Two years later Ms [redacted] decided to call in to complain about her broken rails. American

Furniture galleries stated to Ms [redacted] that her one year manufacture warranty was up, and if she wants

to order new rails, then she would have to pay for it including delivery and we'll go ahead set it up for

free. However, Ms [redacted] did not want to pay and would like to everything to be free of charge. we would

like to help Ms [redacted] to get new rails for her but her warranty was already up with the manufacture. ms

[redacted] complained that we denied her for finance but that was based on her credit. Thank you.

Consumer

Response:

I am rejecting this response because: This is an issue that happened over one year ago, and I am just getting a response back from the company. Secondly, I ended up getting the rails for free from the company by going through the manufacturer and picking them up at the warehouse, due to diligence on my part. Thirdly, my credit score was well within the limitations of getting credit, I had just purchased a house, and American Furniture denied me without even running my credit., which I am assuming racial profiling had a lot to do with this. As far as I am concerned the matter is closed. I no longer or will ever do business with American Furniture. Their customer service on a scale from 1 to 10 is a -1.

Review: Invoice #:[redacted] - I purchased a new sectional from American Furniture Galleries in Rocklin, CA. At first, everything went smoothly...service was good, purchase went well and a delivery date of Friday, February 13th between 11am-4pm was scheduled. As I just underwent major surgery on February 12th, I sold my old couches to make room for the delivery and my husband lost out on $400 as he had to take off work accept the delivery. I spoke to the store 5+ times on the day of delivery. I spoke with my sales associate [redacted] at 3pm. He informed me that he called dispatch and that my delivery was next on the list and would be arriving within the hour. Once 4pm came and went, I contacted them again. This time I was told that [redacted] was with a customer and it would be rude to interrupt him and was also told that the manager was on the floor today and not available. I was baffled as my promised delivery was still not here. I was then notified by the same sales associate that American Furniture Galleries made a mistake and didn't include the invoice with the delivery truck. I asked what they were going to do to rectify this situation as I am supposed to be laying down with my arm propped up post op. I was then told by [redacted] that we could cancel our order and he would give us $100. I am baffled by the customer service. Their ad states "The best value and customer service, second to none". Thus far, I still don't have my couches which I purchased on Wednesday with a Friday delivery date. I find it a complete hassle as the customer that we sold our old couches in preparation for the delivery, that post op, I have had to bring in lawn chairs to prop myself up in order to maintain blood flow to the arm that required massive surgery and reconstruction. I honestly am hoping that my delivery does come first thing tomorrow morning (I have been told 11am delivery now).Desired Settlement: I am appalled with the lack of customer service post sale and also with the fact that American Furniture Galleries has no interest in making things right for the failure on their part. I would like mostly for the couches I ordered and paid for to be delivered at 11am on Saturday, February 14th (as they have stated this as the new delivery date). I would also like for American Furniture Galleries to compensate me in some way for their mistake as well as an apology of being straight lied to.

Business

Response:

To whom may concern We responded to Revdex.com about customer name [redacted].On 2/10/15 Mrs. [redacted] purchased 4pc sectional and scheduled for delivery on 2/20/15.On 2/12/15 Mrs. [redacted] came in to sign for financing contract, and re-scheduled for 2/13/15.However there was a miscommunication between the store and the warehouse. Her paper workwas still scheduled for 2/20/15. Mrs. [redacted] called the store on 2/13/15 to confirm her delivery. We found out that her sectional was still on schedule for 2/20/15. For the inconvenience we rushdelivery for her the next day 2/14/15. After the delivery she came into our store and complain againabout the situation. We gave her a free armless chair that is worth $514.00 dollars for the inconvenience to make her happy. She was satisfied and sended her husband to our store to pick up the chair right away.We don't understand why she's still unhappy with our service.

Consumer

Response:

I am rejecting this response because:I emailed the Revdex.com on Friday, February 13th as sales person, [redacted] at American Furniture Galleries had scheduled my delivery for February 13th between 11-4pm. I underwent surgery the prior day and the salesman knew that I needed delivery on same date so I would have somewhere to heal and keep my arm propped. On February 13th, my husband took off an entire day from work ($400 lost pay) to be home for the delivery. I spoke to American Furniture Galleries a total of 7 times on the 13th beginning at 10:32am to see where we were as far as delivery time frame. I continued to check up with the salesman throughout the day. When I spoke to him at 2:59pm, I was told that he called the warehouse and that my delivery was the next on the drivers route and would arrive within the hour. At 4:09pm, 4:26pm and 4:33pm I spoke with the store again and again. I was finally told that while the correct delivery date was in their computer system that the invoice was not put on the delivery trucks clipboard. We were also told after their mistake by salesman [redacted] K that if we wanted to cancel our order that he would refund $100 (which was what I put on my credit card in the first place). On top of that, we were told in our attempts to reach management that the manager and salesman were on the floor and it would be rude of them to interrupt either to deal with this situation. I am sure my frustration is understandable as we had sold our couches 2 days before and planned the delivery down to planning around my surgery as well as my husband taking time off work.I also contacted American Furniture Galleries Corporate Office in Auburn, Ca wherein I spoke with Manager, [redacted] after being denied by staff to speak with a manager at the store of purchase (Roseville, CA). He verified that the delivery date was correct in their computer system and personally contacted the Roseville location 5 times to ensure this wouldn't happen 2 days in a row. We were finally told that our delivery would be delivered first thing Saturday morning (11am). I ended up receiving a call from the driver at 11:30am who didn't even have my address. When the order arrived we had more issues. 2 of 4 pieces of our sectional were the color we ordered and the other 2 were not (this was another interesting thing as our salesman told us it only came in one color). The delivery drivers were demanding that we accept delivery of all pieces (why would we do this if it is in 2 different colors). I am attaching pictures of the delivery crew tossing the furniture off the truck, unwrapping it and dragging the leather on the street pavement (which caused the leather to be scratched) and a photo of the mismatched sectional which the delivery drivers were trying to get us to accept delivery of even though they didn't match. We immediately contacted the Roseville location once again and were told that it would be yet another day for the furniture we did order to arrive as all of their trucks were already out for the day. I was not okay with that at all. We were finally told by General Manager, [redacted] that he personally would be delivering the correct furniture that same day. Once the drivers arrived for the second time on Saturday, we were greeted by Manager, David who frankly finally gave us the customer service that their commercial states. We were then told to come down to the store to speak with General Manager [redacted] later that day. Again, I was upset....I was a day out of having invasive surgery and now had to leave home to go to their store again for their error as the order was in my name. When we did arrive, I asked to speak with General Manager [redacted]. At first our meeting was not going good. [redacted] indicated that they were not responsible for their delivery error. Eventually he offered to pay for the warranty that I had purchased for $250. That didn't even cover the lost wages from them wasting our time on the delivery date. He then said instead of the warranty that he would throw in an armless chair (if we were willing to drive back home to get our truck and pick it up ourselves that very evening as he couldn't guaranty it wouldn't be sold to someone else. He also stated that he would call me after the holiday to schedule delivery of a replacement wedge (which was the piece scratched while be dragged on the pavement). To date, I have not received a phone call scheduling the delivery of the replacement wedge. I am attaching photos of the original invoice with the delivery date that they wrote on it when I came in to sign said contract on Wednesday, February 11th, photos of the mismatched pieces of the sectional as well as photos of issues with the delivery crew tossing our furniture and dragging it on the pavement.Honestly, I am still not satisfied. I feel that this entire situation could have been handled better. I feel that if someone spends almost $4,000 on new furniture that circumstances surrounding it (product and delivery) should be as agreed upon.[redacted]

Business

Response:

On February 10th Mrs. [redacted] purchased a 4pc sectional from salesman [redacted], and scheduled for delivery for Friday February 20th . On February 12th Mrs. [redacted] came in to sign for the financing contract, and re-scheduled her delivery for Friday February 13th. Her salesman [redacted] was off on February 12th. Mrs. [redacted] was helped by another salesman named [redacted]. After he helped Mrs. [redacted] he faxed her paperwork to our warehouse in Sacramento, and placed her paperwork back into our deliveries for Friday February 20th. Apparently when the warehouse confirm with our store, her salesman [redacted] was off and we couldn’t find Mrs. [redacted] paperwork for Friday February 13th. Mrs. [redacted] paperwork was still on our deliveries for Friday February 20th. On Friday February 13th Mrs. [redacted] called her salesman [redacted] to confirm her delivery. [redacted] did not check our delivery schedules and told Mrs. [redacted] that she was on delivery. Later that day Mrs. [redacted] called again about her delivery. We checked our delivery schedules and found Mrs. [redacted] paperwork on scheduled for Friday February 20th. We explained to Mrs. [redacted] that there was a miscommunication with her paperwork, that Mrs. [redacted] was put on scheduled for Friday February 20th not Friday February 13th. Mrs. [redacted] was very upset, she demanded to speak with her salesman right away. We gave [redacted] Mrs. [redacted] message, he said he’ll get to her right after he finished helping his customer. Mrs. [redacted] was on hold for 2mins her salesman was still busy so we told her if we can have [redacted] call her back as soon possible. Mrs. [redacted] demanded to speak to a manager right away , the Manger was out of the office remodeling our showroom. Mrs. [redacted] was very upset and said that we are rude for not interrupting her salesman and the manger. We called Mrs. [redacted] salesman [redacted] into our office and explained the situation. [redacted] called Mrs. [redacted] back and told her there has be a miscommunication and we can not deliver her sectional that day. We will try our best to have her sectional delivery the very next day February 14th first thing in the morning as soon as our warehouse delivery mans drives out. Mrs. [redacted] took February 14th delivery and hang up. Mrs. [redacted] called our other store in Auburn and complain. Manger [redacted] called us and said Mrs. [redacted] had called him to complain about the situation. We told him we already spoke with our customer and she agreed to take February 14th delivery. On Saturday February 14th when we delivery Mrs. [redacted] sectional she called us and said that her sectional was in two different colors and she is not happy about it. We told Mrs. [redacted] there might have been a defect from the manufacturer. We will call for another driver from our warehouse to load a new sectional on a truck and re-delivery for Mrs. [redacted] on the same day, with manager [redacted] was the only manager of the day and so he can not leave the store. Manager [redacted] went to help with the delivery instead of [redacted]. After the delivery was done Mrs. [redacted] came into our store very upset with her husband and mom, to speak with Manager [redacted]. Mrs. [redacted] said to make her happy she wanted a free armless recliner chair that is worth $514.00 dollars. For the inconvenience we did give her the armless recliner chair that she requested to make her happy. Mrs. [redacted] was satisfied and sended her husband to pick up the chair right away. We did our best to work with Mrs. [redacted] to satisfied her.

Review: I had purchased a sofa recliner set on 11-16-14 and purchased the Ultra Shield protection for 159.00 the couch cost 1,941.00 Invoice 91588 purchased date 11-16-2014. after two short months of having the power recliner the bottom frame had broke, I then called the Ultra Shield insurance and I keep getting the run around I finally got a hold of [redacted] opened a claim, I spoke with [redacted] Campbell Customer Care Team LeadULTRA SHIELD Furniture Protection4432 W. Hwy 80, Somerset, Ky 42503Phone: ###-###-#### | fax: ###-###-####[redacted] on March 3, 2015 filled out the necessary paper work After a number of calls to them they sent out a repair guy to come and inspect the chair. He looked at it and took some pictures and sent it back to Ultra Shield. I'm very very upset cause I have just been getting the run around from everyone. I have been speaking with the manager Shawn Nguyn and number of times he can be reached at ###-###-#### and he has been telling me that he left messages and email to Ultra Shield but never a straight answer on why my power recliner to this point has not been fixed. It has be 7 months, and I just talked to him today 6/2/2015 at 4:15 pm and tells me that he talk to a person from Ashley's the manager or boss said it got approved for the repair but it won't be another 6-8 weeks before I can even have it repaired. This is very upsetting please someone get to the bottom of this. Thank you, If you need to call me here is my number.[redacted]###-###-####Desired Settlement: I would like to get my money back for these cheap couches and shop some were dependable and not get the run around.This is a total of 2,100.00

Review: Furniture was ordered on February 6, 2015. Delivery came 4 weeks later and one piece was damaged. I called and they said it would be available in 2-4 weeks and they would call. 4 weeks later I called and it still wasn't in. I called on May 2, 2015 only to be told it still wasn't in and wouldn't be available for 2-3 weeks. I must stress: I was never contacted by this company. I had to call to find out information. My last telephone call was May 2, 2015. After being put on hold 3 times I finally got the customer service manager. I found her to be rude and disrespectful. When I told her that I was upset she asked me if I understood it wasn't their fault, but the fault of the maker of the sofa. She said I was fine because I still had a chair to sit on. However, I didn't pay full price for a defective chair. I contacted another store as there is no corporate headquarters listed. The manager of that store apologized and said he would contact the manager of the Stockton Blvd. store. I want my furniture and someone to communicate with me. I can't cancel the order as they insist that there is a 25% restocking fee.Desired Settlement: As I have already paid for the furniture and don't have the complete order I want interest on the money I have already paid, my chair, and a telephone call giving me an update each week.