Becker Furniture World

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ I agree with Ms***If we didn't do our job right and get the product to her in good condition, we should not try to get paid for itWe will refund the delivery fee, I will make sure the paperwork is taken care of and a copy of the refund is sent to her We apologize for the issues, it should have been resolved quickly Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do and thank you for your understandingYou have a beautiful store and the policy that I was being told over and over was just not matchingI do hope that his is both fees and tax thank you!

we would like to apologize for the delays and the run around you have received regarding this furniture and the repair of itWe have it scheduled for a pick up on Friday the 6th, we will bring it into our shop and make the repairs, scheduling a return delivery to her home no later than Friday the 13th, or whatever date would work best for herThere had been a staffing change and this issue was not transferred properlyIt is no excuse, just giving a reason for the delayAgain, I apologize for the lack of service and we will work to resolve this and make sure you are satisfied with the end result

We are sorry to hear of this experience. Delays in shipments happen, but there is no excuse for poor communication or a total lack of it. The store manager will be reaching out to them so they con discuss the situation and find a resolution. We will be offering compensation for the issues and the... way they were handled. Again, we apologize for the situation and will work to make it right.

I am rejecting this response because: When Phil contacted me from Becker, he had nothing new to say at all, other than to reiterate that they were sorry for the tardiness of the delivery The disrespect that I received from their manager was what prompted the push for a refund of my money I can accept late deliveries, but the fact that the original manager did not have the time to even return my call, and when escalated to his boss, he basically told me to be patient and that I was tied into a contract and, although I held up my end of the bargain, they would not hold up theirs regardless if the terms are different from what I was originally told.Reviewing other Revdex.com complaints against Becker and reviews on Yelp, Google, Bing, etc will all show that this is very typical of the responses from Becker employees to their "customers" once they receive our money We immediately become second class customers to them and they will lie to, insult, and berate us because we have absolutely no recourse against them.This treatment is unacceptable and, of course, I would NEVER accept this response from the business as this type of treatment is unacceptable.I'd like a full refund of my money so I can purchase the sofa with a retailer that has my best interest in mind, instead of one who continues to disregard my complaint and disrespect me each time we call

Initial Business Response /* (1000, 5, 2015/07/21) */
We first want to apologize to Ms*** for the issues and the delaysWe want to correct the ottoman situation and make it right for herOur Sales Manager from our Becker store has been in contact and we are working with our service team and
the factory to make sure we can accomplish what her request isI don't have the final timeline for the resolution, but we will work to get this taken care of to her satisfactionAgain, we apologize for the issues and we will make sure we get the proper ottoman(s) in place and make sure Ms*** is happy with the final outcome

Initial Business Response /* (1000, 5, 2015/03/05) */
We have reviewed the order for Ms*** and are offering a few solutions for the situationThe order dates back to 2011, which now places the product well over the warranty periodWe understand that there are circumstance in every situation
that make them unique and in this case we are stepping over an above policy to offer a few optionsThe first being a repair to the furniture, even though it is out of warranty and parts and labor at a charged service, BFW is willing to cap Ms***'s exposure to $and BFW will cover any costs over thatThe second option is to offer a reselect or store credit for the furniture currently in her possessionTypically we do not refund or credit furniture that has been in the home longer than days let alone four years so the credit we will offer is 50% of the original purchase priceRegardless of the condition of the current furniture, we will not be in a position to sell or recover any portion of the sale price, we feel sharing the expense is the best we can do
We have not heard back from Ms*** regarding these options, but hope to in the near future so we can resolve the situation for her
Initial Consumer Rebuttal /* (3000, 12, 2015/03/26) */
We were out of town and not able to look into the offer from BFWToday we went into the Becker store and found that it is to be offered a reselect at 100% not 50% in a case like ours
Final Business Response /* (4000, 14, 2015/04/10) */
I am not sure Where or from whom *** is getting her information, but it is not or standard practice to return furniture after it has been used for over three yearsTo offer a full credit to buy something new is not an option, offering that as a "normal" policy would put a company out of businessI believe we have offered fair and reasonable solutionI am willing to use the Revdex.com mediation services if *** chooses to do so

Initial Business Response /* (1000, 5, 2015/10/29) */
I agree with Mr*** and we will be refunding the full purchase price of the pieceA credit was already given on the piece so the refund will be for the original purchase price, plus the delivery fee less the credit that was already given to
themI an going to refund the full amount but not more than they originally paid
I apologize for the lack of service and delays with this situationIt is unacceptable and you should not have to deal with it
Initial Consumer Rebuttal /* (2000, 6, 2015/10/30) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. We were called by the store managerThey agreed to override the email ADVERTISMENT of unadvertised no minimum purchase price on their clearance sale on their Becker furniture world CC.However, my family has decided NOT to purchase the item anyway

I apologize for the issues and multiple visits from the techniciansSometimes we need to gather more information for the vendor in order to obtain parts or fulfill the warrantyIn this situation we understand the need for the chair and the use of the chair and that it will be used quite
frequentlyIf the chair is being used as a bed will limit the life of the cushion coresIt is my understanding that we would replace the core but Rosemary was not satisfied with thatThat is what the warranty is intended to do, take care of any defects with the chairIt is not in place to refund the purchase price if you don't like the chair or the chair has an issue three months down the roadWe will honor the warranty, replacing the core and the cover at no cost to the customer, but I would not offer a refund of the purchase

Initial Business Response /* (1000, 5, 2015/03/03) */
I understand the frustration Mr*** has expressedWe would like to offer a solution that would help remedy the situationI understand ordering mistakes can occur, but in both the order in our computer system and the copy he would have
received at time of purchase, it clearly states a "Blakeford Plush PT queen mattress" and not a firm as he states he wanted
I don't want to argue the point, but rather just point out that we can share some responsibility for the issueSince the bed has been opened and used, it has greatly reduced in valueI would be willing to replace the plush mattress with a firm mattress and assess a use or restocking fee to the current mattressWe sold the mattress for $and would credit him back $in store credit to apply towards a new, firm mattressWe will absorb any transportation cost and would leave the box spring in place as it would be the same box spring for either plush or firm mattressOur Service Manager will be in contact with Mr*** to discuss these options in more length
Initial Consumer Rebuttal /* (3000, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response could have been yes with explanationThis would be completely acceptable if I only had to pay the difference between $and $Problem is the firm mattress is now priced at $I went to the Becker Furniture store in Maple Grove and paid the $difference to have a firm mattress deliveredJust want the plush mattress gone and this matter resolvedI value the rapid response I received from Becker Furniture and the Revdex.com
Final Business Response /* (4000, 9, 2015/03/17) */
As stated in the original response, the original mattress was purchased in We honored the purchase price from that date, unfortunately prices have increased and thus the price differenceIf it where brought to us at the time, the pricing would have been more comparable

First off, we apologize for the issue and want to remedy the situation for the customerWe did reach out to the manufacturer and the chair is not built to the measurements detailed in the price bookBecause of that, the manufacturer has agreed to replace the chair and return this oneWe would
like to replace the chair, we will take care of the transportation and delivery at no charge to the consumer* *** ** *** ***

We apologize for the situation. The factory shipped the wrong parts, and we didn't completely diagnose the problem correctly so that added to the delaysWe understand the frustration, and we would like to try and make it right by allowing a re-select on both the sofa and love seat and get them
into something differentThe amount they spent on these items originally will be placed on a store creditThey can return this sofa and love and then use the credit on anything in the store they likeWe will cover the delivery costs as well.Again, we are sorry for the delays and frustration and hope this will help to make it right

We will reach out to the customer and make the needed repairs to the recliner right awayI apologize for the lack of calls and delays, this is not the experience we want him to havewe will remedy this right away

Initial Business Response /* (1000, 5, 2016/01/25) */
I spoke with *** this morning regarding the sofaShe changed her mind on her desired resolution and I agreed to take care of it as she requestedI apologize for our failure to get the sofa to her the first time without incidentWe will
have her taken care of this week
Initial Consumer Rebuttal /* (2000, 7, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have reviewed the claim and understand there were some issues that had been resolved in the pastThe warranty on the items has expired, but we have reached out to Ms*** to see what we can possible do to help the situationIf parts are available from the manufacturer we will work to obtain
them and see if the repairs can be madeWhen the warranty expires, the service (parts and labor) are still an option, it is just at a cost to the consumerWe can identify the costs and get that information to Ms*** prior to making any decisions

I am rejecting this response because:
What Becker is not telling you is that they are refusing my request to have my $delivery fee and a 10% discount on the couch refunded to the credit card used to purchase the couch for a total of $dollarsIn emails I have attached they offer either of the previous requests or a $gift card to the store which I obviously don't want given the horrible experience with the company thus farThey are refusing to do both refunds of the delivery fee and 10% discount on the couchI also have pictures I could send you to prove the damages incurred to the couch prior to deliveryI don't understand why there is a need to wait until the couch is fixed to refund me the delivery fee and 10% discount

Initial Business Response /* (1000, 6, 2016/02/03) */
We are sorry for the frustrationA call was made and we have a resolution for the situationA visit is set up for early next week to make this right
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */

I understand what Mr*** is stating, and I apologize for any confusionWe are not intending to mislead or play games with our pricingThe pieces in question are included in the attached screen shot from our websiteThe photo does show the set, the description and price reflect the sofa
only and the remaining pieces of the set are also listed individually right below the sofaWe do have several "set" prices on our website as well, depending how we purchase from the manufacture some items are sold individually and some only in the set.Again, I apologize for any confusion, but we would not sell the entire set for the $that he is requestingBecause of the issue we are willing to give *** a 10% discount on the set or any pieces from the set along with free shipping.II do not feel this is advertising, and the Revdex.com has and will continue to hold us accountable for our advertising and pricing practices

We apologize for the experience to this pointWhile it is often the case that new furniture needs to "air out", it shouldn't take monthsWe will get a technician into your home to inspect, gather some notes and see what we need to do and make this right

This issue has been resolvedWe have agreed to replace the standard box springs with low profile box springs which will change the
height of the bed making it 4-inches lower than it isThe paperwork has been taken care of the and the exchange will take place as soon as the product is available, roughly 1-weeks