Becker Furniture World

Initial Business Response /* (1000, 5, 2016/02/01) */
I was made aware of this situation last FridayI promotional advertising that was distributed in the media and in our store was accurateUnfortunately, a worker that hand wrote the overtag for this item wrote the wrong priceThe advertising
was correct, but the human error was notIt was a mistake, the sales manager acknowledged the mistake and tried to offer a solutionI was not in the showroom so I do not know how it was handled, but an offer of the actual promotion price, less an additional 20%, and free delivery was extended to Mr*** to which he declinedIt was not a deliberate mistake, but one that we regret and tried to make rightI feel the actions of the store management team where in trying to do right by the consumerI believe our offer is very good and will again offer it to Mr***If the Revdex.com feels we need to take different action, we would welcome that feedback
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager was very rude and the fact the she implied that I could not afford it was very hurtfulNot to mention she did all of this in front of other customersThe only thing she ever offered me was $off the shipping so not only was she rude to me she also liesI was never offered the 20% off or free shippingI was planning on completely furnishing my new home with furniture from Becker Furniture World and will no longer beI feel that I should be allowed to purchase the piece of furniture for the price I clearly saw it marked atI have never been treated as poorly as I was treated that day by the managerHer position as a manager should be evaluatedNo one should have to go through the embarrassment and disrespect I went through that day
Final Business Response /* (4000, 9, 2016/02/03) */
I just left a message for the customerI stand by the offer I made earlier, 20% off the advertised sale price plus free deliveryI feel that it is a very fair offer, a mistake was made and we are trying to find some way to make it right
As for the behavior of the manager, it is being addressed and will not be acceptable for our teamIn my message to *** I apologized for the actions and asked that he give me a call to discuss if would like toIt is not our business practice to be rude or disrespectful and we will take care of that behavior

Initial Business Response /* (1000, 6, 2016/03/15) */
We have received the part in question to make the needed repairs to Mr***' furnitureWe are not trying to give "the run around" as he puts it, but there are procedures that need to be followed so the factory we get us the proper parts
We
have tried to schedule a time for repairs, but Mr*** just sent an email stating "to be honest I am letting it go through the Revdex.com of Mn as I filed a claim with them."
we have the part, we can make the repair in accordance with the warranty provided and we would like to do so
Initial Consumer Rebuttal /* (3000, 9, 2016/03/16) */
We are sticky with our resolution as the couch is defective and this appears to be a problem with this manufacturer of couch, from google search resultsBFW only responded to this complaint after I made them awareIt goes to show the customer service as they were notified by the Revdex.com days earlier
Final Business Response /* (4000, 11, 2016/03/17) */
There is a reason for time delay in my response, the Revdex.com asks companies to reach out to the consumer if we receive a complaintThe Revdex.com wants us to try and resolve it directly and since we confirmed the part was shipping, we attempted to reach out and schedule the repair
We have the needed part for repair and want to make the repair, that is what the warranty coversI have not offered a return and refund as that is not part of the warranty or our policyIf the Revdex.com feels we are not meeting or exceeding our agreement with them, I am willing to solve it through their arbitration or mediation practicesOur intent is to honor the warranty and make any repairs as it pertains to the warranty

Initial Business Response /* (1000, 5, 2014/12/03) */
We have spoken with Mrs*** and discussed the issues she is havingWe have the parts and can make the repair, but she is a little concerned with thatIn an effort to take care of the situation, we have decided to break our policy and offer
a return of the unit for an in store credit for the amount she paid for the pieceShe has agreed to this and will be returning the piece and making a new selectionThe credit is for in store purchase and has no cash valueWe are glad to see a resolution that works for Mrs*** and apologize for any inconvenience this might have caused

Initial Business Response /* (1000, 5, 2015/04/28) */
We have reviewed the records and invoices for Mr***We have built our business by serving our customers and building awareness to the products and services we sellI am not sure of the "bait and switch" assertion, but that is not the
intentI simply want to correct the situationInstead of going back and forth over the issue, we will take the high road and refund the money for the pillow and protection padThere are conflicting stories and instead of continuing to debate them, we will choose to trust Mr*** that he did not receive these items and refund the financing amount accordinglyThis will take place today, and *** will adjust his account accordingly and forward documents to him reflecting the credit
I apologize it took a little longer than anticipating to get this response, and we thank Mr*** for his purchases with BFW
Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company looking at all the facts of my complaint and correcting the issueI understand that mistakes can happen, though I wish I hadn't been made to feel like I was wrong when all of the supporting documentation clearly showed that the mistake was in the company's record keepingI think that if Becker wants to offer a guarantee on their products they should do so without attaching fees and extra charges, this would benefit their image and result in worry free purchasing

Initial Business Response /* (1000, 7, 2015/07/24) */
I apologize for the delay in respondingI was hoping to have more feedback from Mr*** regarding this situationIt is unfortunate that the issue has come up, but we are currently working with Mr*** to try and resolve itI was not
present at the time of sale so it is hard to say he was "lied to", but there is an issue with the furniture and we will work to try and resolve itI know that his desired resolution is for 75% off of his purchase, that is something that we will not be doing, but we will make sure the issue is resolved according to both the manufacturer warranty or the extended warrantySince it is outside of the one year parts and full labor warranty, we have offered to send one of our technicians to his home to inspect the items and either make the needed repairs, or at a minimum assess the situation so we can determine a course of actionThis is being offered at no cost to him
I will follow up once we have been able to schedule this visit
Initial Consumer Rebuttal /* (3000, 9, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the business for the following reasons:
1) All the furniture had a warranty on it when I first initially brought this same issue to their attentionIf it would have been fixed correctly, we wouldn't be going through this again
2) Business stated "I will follow up once we have been able to schedule a visit"The visit was already scheduled or so I was told for July 28th with them calling me on the 27th with the timeThis was decided on the 23rd via phone call with Amelia and as of the 24th, when the business responded, they stated "once we have been able to schedule a visit meaning there isn't a visit scheduledThis is completely contradicting and confusingSomething I have been dealing with for close to a year nowIf this is not correct and has changed, it would be nice to have been notified about this
This costed me $for an extended warranty and it doesn't even cover what I was told it would cover by the salesman Ben
This is not an acceptable resolution yet and I will wait for a response once the technician has been out hereI am not sure what "more feedback from Mr***" is supposed to meanI have given them all the information they have requested and given an update to the Revdex.com every time something has been discussed or not discussed in this caseI am not sure what more feedback they would like
Final Consumer Response /* (3000, 12, 2015/07/28) */
Technician just left my houseHe took pictures of everything and switched out the power cord for the one chair stating that the power cord was badHe said it's up to customer service what they decide to do with it but he said it would have to be brought into the shop to be fixedHe also said that "it should be covered under your warranty but don't quote me, it's not up to me"I asked him if he had seen similar furniture with the same issue and he said, "yes I have dealt with a few"He said customer service would get back to meHis name was DexterHe also pulled out one of the broken springs in the chair
Final Business Response /* (4000, 14, 2015/07/29) */
I have reviewed the pictures from the tech visitAngie is our Service Manager and she will be reaching out today to discuss options for the furnitureFiling a claim with Montage is an option, it more than likely will be denied because of the wear and tear nature of the issues and that is an accident coverage planMr*** feels it was misrepresented when it was sold, I was not present at the time of the sale so I don't know how it was represented but if there is an issue, I am willing to refund the purchase price of the Montage protectionWe are also willing to order any parts needed to repair the furnitureBFW will cover any parts cost and the labor to make the repairsWe will send two technicians to the home to make the repairs*** states in his report that we can bring it into our shop, but we can accomplish the repairs in the home by adding a technician to the service call
When furniture leaves our possession it hard to predict how it will perform as every home is different and usage varies depending on the familyWe have standard warranties that we hold to, in this case the warranty is expired and if the Montage is denying the claim, we will honor the original warranty and cover the cost of repair

Initial Business Response /* (1000, 5, 2015/12/29) */
We have offered Ms*** a reselect on the reclinerWe will be allowing her to pick out a new one and we will be taking back the old one to off set the costWe apologize that the process was cumbersome for her, but I believe we have reached a
solution that will work for everyone
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */

We will pull another sectional and see if we can determine the odor and remedy the situationWe will look to schedule the exchange for next week

I apologize for not getting the proper communication and having it in a timely fashionUnfortunately the manufacturer changed the stitching on the items you purchased and gave us no warning or prior information they just shipped the new colored stitching insteadBecause of this, we are unable to get you what you orderedWe will offer to return the items for a full refund, or you can select something elseDeanna will be reaching out, she has left a message for you at the time of this email

We have partnered with our vendor and will be returning the loveseat and refunding the purchase to the account

We apologize for the issues and the delays that have been experienced by Ms***We do have a resolution in place, we just need to part to arrive from the manufacturer in order to take care of itThe credit request is something we will look to take care of when we have the item repairedThis
is scheduled for the 24th of this month and we should have it all resolved in April

We warranty the furniture for one from date of receipt for manufacturer defectsIn this case, if the issue was noted prior to the one year, we will honor the warrantyThe warranty isn't for replacing the pieces or for a refund, but for making the needed repairs to the itemsI apologize if you did
not get a call back from the service team, that is not acceptableI will have Jake ***, our Service Operations Manager reach out and set up a time for a technician to come to the home, identify the issues and work to make any needed repairs that we canI will honor the warranty and cover the cost of the technician and the parts

We apologize for the issues with the merchandise delayOur store manager has reached out to the client, has been able to get the order filled and the merchandise will be delivered this weekThis issue has been resolved

I have reviewed the situation regarding the love seat, the repairs and the communication involvedI don't think that we have put our best foot forward and would like to try and make things rightI know that there were ordering errors and delays and I apologize for that and I agree that a
manufacturer defect needs to be treated like one and should not be put on the consumerI am willing to fully replace the love seat or offer a store credit for the full purchase price of the pieceWe would not charge any fee or restocking, and we will absorb all of the transportation and shipping fees.Jake *** is our Service Manager and he is working on this resolution with Ms*** today

I am rejecting this response because: turns out my neighbor took the chair from the curb and is willing to give it back to me I found this out this morning when taking out the trash and started some small talk that including my recent issue with Becker I called the BV store manager and he is willing to honor the re-select amount of $and they would pick up the chair when the new furniture is delivered I accepted this as the resolution However I do think that when a re-select is issued there needs to be policies in place so this doesn't happen again A letter should be sent to the customer informing them of the re-select with the company policies also included All customer facing employees need proper training on what to say in certain situations Overall I am not happy with the customer service even though the store manager did reach out and offer discounts and a gift card that would total around half of the $that I was owed (I was offered 15% off, a $gift card and free delivery) I have purchased the new furniture and received the $credit I look forward to it being delivered and never having to deal with Becker Furniture again I consider this case to be closed

Initial Business Response /* (1000, 5, 2015/10/09) */
We have offered a reselect for Ms***I understand the situation and her concerns and we would like to get her into something that she will be satisfied withThe credit will be for the original purchase price of the sofa and chairIf she
picks out items of higher cost, she will be responsible for the differenceWe will handle the delivery as wellThe details will be worked out with her and our Service Team
Initial Consumer Rebuttal /* (2000, 6, 2015/10/13) */

We apologize for the inconvenienceThe minimum purchase requirement is with the financing company and is a term of the cardHaving said that, we are working to override the card minimum so Mr*** can make the desired purchaseEmily, our store manager in our Becker location is working on this
and will be in contact with Mr*** today

I agree with ***, this should have been taken caring in a much more timely manner than it hasIf the check has not been sent yet, it will be mailed 3-30-I apologize for the delay, this will be taken care of today

We apologize for the experience that Ms*** has had to this pointWe show a table in the tall version and price it for both low and tallThe error was made in confirming which item they wantedWe have offered a resolution that was acceptable to Ms*** and this issue is resolved.***
** *** ***

I agree that the delays in servicing the situation are frustrating and not acceptableWe will replace the chair, make sure it is inspected and do it as timely as we canThe chair has been ordered and acknowledge but I do not have a firm ETA as of right nowWe will make sure that information is
passed on to *** as soon as it is available to us and we also hope this does not take three monthsMost factories close down from Christmas to New Years so that could pose a delay but we will push it with the factory to get the right item to you ASAP

I just spoke to Ryan regarding the delay of his furniture. He doesn't want to hear what I have to say, as you can see from his complaint he feels we are just making excuses. Initially when the order was entered an estimated delivery date was given. That delivery date has been pushed to longer of the...

dates given to him. I am not sure if it was a delay due to the holiday schedules at the factory, but for whatever reason the order has been pushed out. We have offered free delivery to him and will get the furniture to him as soon as we possibly can. I know that he is not accepting of this offer, but I feel things were explained up front, timelines are estimated and there are no refunds on special order merchandise.