Becker Furniture World

The sectional purchased comes with a one year parts and labor warranty that BFW facilitatesIt covers manufacture defects and flawsIn this case, Ms [redacted] also purchased an extended warranty from Montage, which covers the unit for four additional yearsthe complaint originally came in two years after purchase, that is why it was referred to Montagethe warranty provided by Montage does not cover frame breakageMontage has deemed frame breakage is caused by misuseI don't know if that is why they have denied this claim or not, but we will research it with Montage to see why it was denied.I understand that it was purchased from one of our sales associates, and I cannot attest to what was said at the time of sale, but the warranty program is an optional purchase.if Montage holds to their original decision of denial of the claim, BFW is willing to try to make repairs to the pieces if possible depending on the damage and parts availabilityWe would do this at a reduced cost by charging for any parts and we would absorb any labor costs.Because of the timing of the claim, it is over three years from purchase date, we would not offer a refund or replacement of the unit

I am rejecting this response because:We bought an extended warranty based on the sales reps recommendation that will cover anything We are now told that Becker dropped the furniture line because it isn't a quality line and the warranty company doesn't cover anything We bought the furniture from Becker assuming they were a reputable company and have bought many other products from them Now, we are told they don't stand behind the products they sell.We don't think this is a satisfactory resolution as sinking more of our money into a faulty product doesn't solve the problem As the product deteriorated, we opened up the cushionsWe found that there was just loose stuffing in them so the cushions can't keep it's shape We sink in a hole in our sofa with just usageWe have no idea how the bottom of the ottoman got a puncture from the frame breakingThere are just three of us in the house, using this sofa - no idea how the warranty could call this "misuse"We have no young kids jumping on the sofa.I could consider repairs to be made to the sofa if ALL repairs could be addressedThat includes, stopping the fabric from turning colors (it was chocolate brown - now parts are red), fixing the sagging defective cushions, fixing the large hole to the spring under one cushion, fixing the broken frame / puncture to the bottom of the ottomanI think Becker's solution was to only fix one of the four items I am writing aboutAND Becker wants us to pay for the repairs - which is ridiculous

Initial Business Response / [redacted] (1000, 5, 2015/01/27) */ We have reviewed the situation and have agreed to resolve it with Ms [redacted] in a fashion similar to what she requested aboveWe have applied to credit to an new purchase and have agreed to share the price difference on the new purchaseIt is unfortunate that we had the issue in the first place, but I believe we have landed on a resolution that is fair and works for both parties

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Our General Manager Darrell [redacted] reached out to Mr [redacted] today regarding this situationWe apologize for the length of time between communication and for his frustrationThey agreed on a resolution that lands outside of policyThey agreed that BFW will pick up and return the bed and refund Mr [redacted] 90% of the purchase price, BFW would retain 10% as a restocking/usage fee The paperwork is in process and the pick up will be scheduled, the refund will follow Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ Agreement reached Final Consumer Response / [redacted] (2000, 8, 2015/09/02) */

I am not sure why the cores have flattened again, but we have contacted the factory about getting an upgraded coreI am uncertain if they have an inner spring core, but they do have a foam core with higher density than what she currently hasAt a minimum we will replace her cores with higher density cores and seek inner spring cores if they are availableWe will order these parts tomorrow and make the repair as soon as the parts arriveWe will coordinate with the consumer as soon as we have the parts

I am rejecting this response because: I agree that another sectional should be pulled and inspected to determine the cause of the odor Be sure to place it in an environment that a consumer would haveI am concerned about possible health issues this strong smell could cause Shortly after delivery my husband developed flu like symptoms (queasy, headaches, dizziness- I admit this could be a coincidence) We have kept our windows open as much as possible, and I can say the odor has decreased (and my husband feels better) The smell is still in the cushions after days - again not as strong - which is good But days is a long time for a factory odor to linger, don't you think?I would very much appreciate information on the materials used thank you

I am rejecting this response because: The manager/Becker didn't reach out to me, I went to the store because the girl at the front desk called and said the furniture was inI scheduled the delivery, and waited a while to talk to the managerShe said to check the stiching to see if it was correct as some of the furniture was incorrectly made with cream stichingThe furniture was delivered last SaturdayHowever the wrong furniture was deliveredThe furniture that was delivered had grey stichingThe couch is grey and it is supposed to have jumbo white stiching on all peices of furnitureI called the manager and she said to keep the furniture and it will be shaped out once the correct furniture comes inI asked her to call me to let me know when the furniture will be coming and she said she would call me as soon as she got ahold of the manufacturerShe said the entire shipment was made incorrectly so they have to wait on the next shipmentI told the manager I want the furniture that I ordered and done want to be stuck with something I didn't orderI haven't heard from the manger and it has been a week since the deliveryI want to know when I will get the CORRECT FURNITURE! The customer service is horribleEven the delivery guys asked why the manager didn't call them to check to see if it was the correct furniture before they even put it on the truck since she knew about itI was a loyal customer until the whole furniture issueIf you care about saving the sale and customer loyalty you would follow up with your customers and give a timely response and resolutionThis is so unprofessionalI want someone higher up to call me about this issue, this is ridiculousI wanted the furniture that I ordered on 1/1/

I apologize for the length of time in trying to resolve this issueThe factory has sent replacement that have been inferior and we have had to continue to try and order new railsWe would like to offer to replace the entire unit, we have complete units shipping in February, or we will offer a store credit so he can return the complete unit and can select a different set or any other furnitureThe product needs to be made right, but refunding after using it for this long is not an avenue, however we will give the options listed aboveOur service lead has made several attempts to reach him and review it but has not spoken to him yet

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The business did contact usAs long as they follow through with what they have said, it will be fine

I apologize for the experience regarding this purchaseWe did pick up the pool table and accessories and have refunded the financing for the itemsThe financing refund took place on 1-26-If the store did not send a copy of the refund, I apologize for that, it will appear on your statement The finance company has informed us it will post on your statement, but the effective date of the refund is the 1-26-dateI have reached out to the store and asked the manager Deanna to contact you regarding the sofaShe will be reaching out to you shortly to resolve

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ We have reviewed the situation and have made a decision to replace both the sofa and the the love seatThe love seat was shipped in error, but we will replace both so they are made at the same timeWe spoke with Ms [redacted] and let her know what the status isI apologize for the lack of communication regarding this, it is unacceptable and I will offer no excuseWe will work to get the replacement pieces rushed to us and get them into her home as soon as possible Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/29) */

We would like to apologize for the poor performance from our manufacturerThis is a product they service for us and have fallen shortThat doesn't release us from our responsibility as the retailer, so we will agree to refund the price of purchaseWe do not like to lose a customer, but at the end of the day I feel the right thing to do is offer the refund, apologize and try to strengthen our partnership with this vendor so we do not experience this service performance again

I am rejecting this response because: The issues has gone on way to long and the level of service is very poorThey are a very large company that should not have let this go one for almost a year I have expressed my dissatisfaction in the past conversations with no resolve How ever this gets resolved they have LOST a customer Opening this complaint has been the first time they have stepped up to the plate to really put their best foot forward

Initial Business Response / [redacted] (1000, 5, 2015/03/11) */ I am not sure if it is a timing issue or if Ms [redacted] did not receive the email, but we have offered to resolve this by getting them a different bedOur Store Manager for Maple Grove, [redacted] , sent an email to Ms [redacted] on March 9th with the details of the resolutionIn any case, we would ask that Ms [redacted] reach out to [redacted] at [redacted] or email [redacted] @beckerfurnitureworld.comThere was a mis-communication at the time of purchase so we feel it is right to offer the comfort reselct using the same guidelines that would be offered to anyone that had purchased the pillow and the mattress protector I believe this will solve the issue for Ms [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will not accept this as it will cost additional almost of $So we told them to forget it and to close the caseWe feel this is very unacceptableWe no longer want to fight it and extremely tired of it Final Business Response / [redacted] (4000, 9, 2015/03/17) */ We offered Ms [redacted] our comfort policy even though she did not qualifyThe cost to do so is a standard service cost and documented for the consumerEven though she did not purchase the pillow, we still wanted to honor the policyShe is declining because of the cost, but the cost would be incurred for anyone opting to use the policy

We have reached out to the consumer and offered a resolution that she acceptedThis case will be resolved to her satisfaction

Final Consumer Response / [redacted] (2000, 7, 2015/10/12) */ We were contacted by a manager of the Northtown Becker Furniture World on October We returned the mattress on October and received a full refundThey are working on their procedures

Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ Ms [redacted] needs a new base for table as hers is brokenwe have offered the following options to remedy the situation, and feel both are more than fairThe table has been in her possession for almost a year and a halfThe warranty for parts and labor is one yearEven though it is out of warranty, we can get her a new baseThe replacement price of the base is $The service fee for a technician to come to her home and replace it is $We have given her two optionsone is for us to order the base, come to her home and replace it for $the other is for us to order a base, she can pick it up at our Distribution Center in Becker or we can make arrangements for her to pick it up at one of our metro stores if that is easier for herShe would be responsible to do the replacement work and dispose of the old base, but we would not charge for the base so her cost would be zero, but she would do the labor portion of the repair I do not think what we are offering is unreasonable, we are trying to keep the exposure to both parties minimal and share in the expense

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I have been in contact with Becker and we have scheduled to exchange the table and chairsThey said they will do a free delivery and installation of the new table/chairs on Friday (days from today)They said they will contact me the day before with a 90-minute window for delivery

I am rejecting this response because: I'm disappointed by the tone and premise the response has putAs has been their response all along, they have been portraying the whole ordeal as a favor to meAs seen the latest explanation, they 'have given you the sofa to use the whole time' as if I haven't paid for it This is a situation of not delivering a product that was paid forIn anticipation of the delivery, I had to sell off my old furniture, where's the consideration for that? I would have waited for the love seat, but all indications are that that's not going to comeIn my conversation with them, they already told me that they were/had terminating this vendor's relationship and its likely that the piece won't come.Becker can take the furniture away if they can compensate me for my hardships

Initial Business Response / [redacted] (1000, 6, 2015/12/22) */ We are currently working with [redacted] on a resolutionOur store manager from the Becker location has made contact and left messages but at this time I do not have final resolutionWhile I understand the issues and frustration, we are working on a solution that works for everyoneI will respond with an update once I hear back from our store manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/28) */ ***Document Attached [redacted] 12/22/I received a voice mail from Becker (Ashley) and she wanted to discuss the current issueThey stated they would only give me another $offI advised that was not enoughEspecially not that the ottoman is starting to frayI have attached those photos Final Consumer Response / [redacted] (4200, 47, 2016/03/22) */ ***Document Attached [redacted] Becker is now stating they do not owe us the full amount in returnPrior Revdex.com response from them stated that we will get back our payments if we decide to return the itemsWe are returning I attached the details and costsWe are entitled to $backThis was payments we made to the Financial Company we have a card with threw BeckerWe are keeping the end table and lampThe mathematics is very simple We were given a live personal check of $for our troubles with the company noted as compensationWe deposited that check into our bank accountWe then decided it was better to use this "free" money to place a higher payment on the cardWe also made other payments $incrementsThis totals $worth of payments The End Table is $+ % Tax = $ Lamp is $+ % Tax = $ Totaling $we owe to the card Becker's Options are 1) Credit $onto card Check of $to [redacted] 's We will owe the card $ 2) Credit $(amount on card) Check of $ Thank youI'm trying to avoid taking this further than Revdex.com Final Business Response / [redacted] (4000, 49, 2016/03/22) */ What we are stating is that we will offer a full refund for the items they are returning less the credit already given to them.The credit or refund is for $and it was given for the issues they have experienced and keeping the furnitureI am not sure that there is a company out there that would give the customer a full refund for the purchase price and an additional $on top of itI am working on documenting this for [redacted] but I will break it down hereWe are willing to give them a refund for the delivery fee, even though our policy states it is not refundable after it is used and we are not going to charge them a fee to pick up the furnitureWe are taking the furniture back for full credit, even though the time for a refund has long expiredWe are not charging a usage fee or restocking feethe amount of the refund would be reflective of the price paid plus tax less the $credit already givenI offered [redacted] a full refund on December 29th, it is documented in this case file We are not trying to be unreasonable, but I am not willing to give a full refund plus $on top of that I mentioned it early in the case file and I will offer it again, I will participate in arbitration through the Revdex.com if she wants to, it is binding and it does not cost her any court feesIn her offer as stated above, we will credit the card as she requested and send her a check for $as we have already sent her a check for $