Becker Furniture World

We apologize for the delays Mr. [redacted] is dealing with. We are dealing with unexpected delays from the manufacturer and unfortunately we are stuck with the dates they are giving us, even though it keeps changing. I am not trying to make excuses, just giving the facts of the situation. As for the...

refund, we will offer Mr. [redacted] a full refund for the sofa and love seat. I am not willing to give the refund and let him keep the sofa. Again, I apologize for the delay, but we have given you the sofa to use the whole time and are willing to give a full refund without any usage or restocking charges. If Mr. [redacted] wants to keep the sofa and continue to wait for the love seat, we would look at offering a discount on that item.

I am rejecting this response because:
I am withholding acceptance of this response until I have had a chance to evaluate if Becker Furniture has another product that is satisfactory and will meet our needs.

Initial Business Response /* (1000, 5, 2015/05/04) */
We apologize to Mr. [redacted] if things were not communicated properly. The extended warranty is with a third party carrier and it should have been in effect for this claim. Instead of getting him stuck in the middle of things, we have agreed to...

service the sofa and worry about the warranty issue between Montage or BFW. We will take care of any repairs and/or parts as needed at no charge to Mr. [redacted].
Again, we apologize for any inconvenience this situation might have caused.

Initial Business Response /* (1000, 5, 2015/02/24) */
We have reached out to [redacted] regarding the leather and trying to take care of the situation. Some of the natural leather has inherent flaws that run throughout the leather, in some cases, some of these marks are touched up. Regardless of the...

cause, we feel we can improve the condition of the two areas she mentions in her complaint. They might not totally go away, but they will be improved. The original quote for the work was $500, and Becker Furniture was willing to split the cost. We will look to schedule the repairs and Becker Furniture will bear the entire cost for the repair. Again, some of these issues are inherent, but we will look to resolve [redacted]'s concerns by making the improvements to the pieces.
I apologize for the delay, we have been working with the factory and seeking input from their service team as well.

I am rejecting this response because: The issues has gone on way to long and the level of service is very poor. They 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.

The sectional purchased comes with a one year parts and labor warranty that BFW facilitates. It covers manufacture defects and flaws. In this case, Ms. [redacted] also purchased an extended warranty from Montage, which covers the unit for four additional years. the complaint originally came in two years...

after purchase, that is why it was referred to Montage. the warranty provided by Montage does not cover frame breakage. Montage has deemed frame breakage is caused by misuse. I 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 availability. We 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.

we would like to apologize for the delays and the run around you have received regarding this furniture and the repair of it. We 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 her. There had been a staffing change and this issue was not transferred properly. It is no excuse, just giving a reason for the delay. Again, I apologize for the lack of service and we will work to resolve this and make sure you are satisfied with the end result.

Initial Business Response /* (1000, 5, 2015/07/31) */
We are sorry to hear of the experience stated in this claim. I have spoken to both the Assistant Manager and the Store Manager regarding this as well as the General Manager. I really have no way of knowing exactly what was said, I would just...

like to try and find a resolution for the situation. The last interaction that took place in the store was not very professional, and was escalated with the customer. BFW has a comfort guarantee that apply's to king and queen mattress sets. There are guidelines that go with that guarantee. The guidelines are documented for the customer, and the customer signs the document acknowledging that they have been reviewed. I have their document in my possession. The guarantee reads "not valid on custom or special orders...A 10% restocking fee and a standard delivery fee will apply to your one time reselect. No refunds will be given once a mattress is removed from its original packaging."
it also states that if you qualify, you will be able to get a one time reselect of equal or greater value, the 10% restocking fee applies.
I understand that communication is not always what we would like it to be or think that it is. So in this case, even though they really don't qualify, I am willing to go above our policy and offer them the policy as it states. they would have a one time reselect offered to them, we would retain 10% restocking as I need to try and close their bed out as a used item, but I would not assess them an additional delivery fee, we would absorb that cost.
I am trying to be fair and reasonable, by breaking our own policy to try and minimize their financial exposure and bearing more of it for the company, I feel it is a solid solution. If they feel doing business with us is something they don't want to do, I would consider a straight refund, but the restocking or usage fee would increase.
This offer is valid for any of our stores, not just at the store they purchased from (Maple Grove). I would make accommodations for them to shop another location if they desired.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are willing to give Becker a chance to fix it. I am hoping the situation will not get worse as it is. We need to get a bed that fit us so we will work with them if they are willing to work with us. I still think they need to fix how their return policy presented to the customer but who am I to say that...
However, we are not going to go back to Maple Grove store ever! If it is possible, we would like to go to Blaine store to find a new mattress. Please let us know how we should proceed further.

Initial Business Response /* (1000, 8, 2015/03/09) */
First off, I apologize for the delay in responding. We have been trying to work on a solution with Ms. [redacted] and have not been able to agree on something. The bolt or screw issue has been taken care of as have any repair issues. The overall...

quality of the furniture selected might be a concern, but the furniture is in factory quality condition. Because of the issues, a $100 refund was given to Ms. [redacted], she feels a larger refund is more appropriate so we have offered an additional $100 refund and to extend the original one year warranty out an additional six months. The refund is almost 30% of the purchase price, if I were to offer that type of a discount, I wouldn't offer to extend the warranty but because of the issues I am willing to do that. We have also offered her an in store credit for the three pieces she purchased. She has rejected both of these offers and I believe they are more than fair. I will wait your response.
Initial Consumer Rebuttal /* (3000, 10, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that this couch is still not in "factory quality condition." There is still a tear in the fabric of the seat of the couch. The cushions do not fit the couch properly, they aren't even shaped squarely. I have brought this up to Becker and they, as it seems, do not care. I don't feel that this extra $100 is acceptable as my couch is still not in "factory quality condition" and never has been.
I also don't feel that the store credit is acceptable as they are not willing to cover the difference if I pick out furniture that is above the cost of my current furniture. I bought my current furniture while Becker was having a sale so I got a discounted price. If I go to Becker now and pick out a couch, a chair and a half, and an ottoman, which is what I originally selected, I could easily go over my credit amount. I feel as though I should not have to pay for this difference. The only reason I would be needing to pick out new furniture, if I chose this option, is because Becker delivered furniture that was broken. The second technician who came in December told me that it should have never been delivered to me in the first place. If it had been in "factory quality condition" when I received it, I wouldn't be needing to consider picking out new furniture.
Final Business Response /* (4000, 12, 2015/03/12) */
To understand the customer correctly, we should offer a unlimited "open to buy" credit? She spent $600 on a sofa but if she finds a new one for $1000, in her opinion we should be responsible to cover that cost?
If there is a tear or rip in the furniture, we will repair that. If the product is not performing to the factory standards, we can work to remedy that as well. If those are not options, we will also work within reason to find a replacement set that is close in price and the same or similar quality to what she originally picked out. To think that we should cover any increased cost is unrealistic by both the consumer and the Revdex.com. The odd thing is, she has not come in to any of our stores to work with a sales associate or store manager to look for a replacement. I am not trying to be argumentative or unrealistic, I just don't think some of the expectation set forth in this complaint are realistic.
Final Consumer Response /* (4200, 15, 2015/03/17) */

Initial Business Response /* (1000, 5, 2015/07/29) */
First off, I would like to apologize to the [redacted] family for the lack of response or the delays in responding. It is not acceptable and it is being addressed with staff.
In regards to the table and the issues we would like to make the needed...

repairs to the glides, unfortunately the table is no longer produced and parts are not available. Most tables are prepared for delivery by being set up with the leaf in them, this table could have swelled due to seasonal moisture or home conditions. In any case, the issue is real and needs to be dealt with. We would offer a reselect on the entire table and chairs. The store credit would be $3,446.20. I know they have expressed concerns regarding this and want a full refund. I would be willing to offer the full refund on the table and offer a usage/restocking fee on the chairs so a cash refund would be $2919.70.
We are not trying to be difficult or take advantage of the situation, but rather come up with a few solutions to remedy the situation. We would offer free delivery on any new purchase as well. A letter representing this is also being sent to the [redacted]'s, and Angie [redacted] our Service Manager is in contact with them.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We cannot accept Becker"s response or conditions because we are unwilling to tie up our money indefinitely in hope of finding new furniture or table w would like. It was said they send the table with the leaf in, but ours was not or we would have found the problem immediately. We were told Becker was taking a loss because they would have to sell the furniture as used because it was in the home for so long. Not our fault because we tried dealing with them for 7 months, and it was dragged out because of their lack of response to us. Maybe that is a part of their policy; drag it out long enough so the customer loses their rights for refund or simply loses their resolve to deal with the problem at all. We have shared this with facebook friends and are not alone in our frustrations. We are the ones losing in this situation, because we did not get what we paid for at $3655, not $3400. It seems that we are at an impasse because we are unwilling to buy any more furniture from Becker Furniture World.
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Final Business Response /* (4000, 13, 2015/08/19) */
We are willing to give a full store credit for both the table and the six chairs, or a combination that works. If they find a new table and want to keep the original chairs, that is fine with us. If they want to return the entire set for credit and buy a new set, we are fine with that. Giving a full refund for furniture that has been used this long is not an option. If they want a monetary refund, then we would charge a usage or restocking fee. As stated previously, this option is more than fair. I am also willing to go to arbitration through the Revdex.com if they feel that is a better plan for resolution. I would agree to binding arbitration.
Final Consumer Response /* (4200, 16, 2015/08/24) */

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 cushions. We 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 normal usage. We have no idea how the bottom of the ottoman got a puncture from the frame breaking. There 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 addressed. That 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 ottoman. I think Becker's solution was to only fix one of the four items I am writing about. AND Becker wants us to pay for the repairs - which is ridiculous.

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. We are not looking for a refund just a solution to a perpetually broken sofa without any more inconvenience

We have been in contact with Montage, there was an issue with a part discrepancy and that has resulted in a delay for the repair. I am attaching the information from the Montage service team so you can see what is happening: "Technician Comments (including results of all services...

provided):The manufacture send the customer 2 wiring harnesses and 2 limiting circuit switches. We installed the one harness that controls chair limits and some other functions. The second wiring harness was different than the original harness as shown in pictures 29,30, and 32. You will see that the original harness is a one piece harness and the wire color coding is completely different. There were no instructions with the parts. I am not so sure that this unit should require a factory authorized service tech in case there is some sort off update to the wiring. I will contact the manufacture and try to get more information and instructions. As you can see by the pictures it is very complex system. Just the work we performed today took 3 hours."The new harness is on order and will ship in the next few weeks, the technician will schedule a visit and make the repairs at that time.We too want this service issue to be taken care of as quick as it can be. I apologize for the delay and the inconvenience but we will get it resolved and will stay on it with Montage to do so.

Initial Business Response /* (1000, 5, 2015/09/29) */
We have reviewed the situation and have made a decision to replace both the sofa and the the love seat. The love seat was shipped in error, but we will replace both so they are made at the same time. We spoke with Ms. [redacted] and let her know...

what the status is. I apologize for the lack of communication regarding this, it is unacceptable and I will offer no excuse. We will work to get the replacement pieces rushed to us and get them into her home as soon as possible.
Initial Consumer Rebuttal /* (2000, 6, 2015/09/29) */

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.

Initial Business Response /* (1000, 5, 2015/01/28) */
We have made repairs to Mr. [redacted]'s furniture and we did use foam core instead of inner spring cores. The warranty had expired and to keep the cost down, or eliminate a cost to them, we used a hi density foam. Unfortunately the repair did not...

last, but we have ordered replacement parts, the same as the original parts(with inner spring) and will be making the repairs for them. The furniture is and has been out of warranty but will make the described repairs at no charge to them. This will be the last time that we will be able to make repairs at no cost. The warranty expired in 2012 so if further repairs or parts are needed, they will incur a pass through cost. We make every attempt to remedy any situation, but when the warranty has ended, we need to cover the expense of the parts and labor as it is charged to us.

Our store manager in Burnsville has been in contact with Ms. [redacted]. The situation is unfortunate, but we are not able to give a customer credit for product that is not returned. We have formulated a possible solution for the situation and have offered a discount on a future purchase, a gift card to...

the store on free delivery if a purchase is made. While this is not the desired outcome for the customer, I think it is a fair and reasonable compromise.

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, 2014/11/14) */
Ms. [redacted] needs a new base for table as hers is broken. we have offered the following options to remedy the situation, and feel both are more than fair. The table has been in her possession for almost a year and a half. The warranty for parts...

and labor is one year. Even though it is out of warranty, we can get her a new base. The replacement price of the base is $100. The service fee for a technician to come to her home and replace it is $59. We have given her two options. one is for us to order the base, come to her home and replace it for $50. 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 her. She 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.

Initial Business Response /* (1000, 5, 2015/03/03) */
The service or warranty of any mattress we sell is set forth by the manufacturer. They establish the specifications and make the decisions on the disposition of any bed we would inspect. It is clear we didn't meet Mr. [redacted]'s needs or concerns...

and we will do another inspection. Currently our Service Manager is in contact with the factory to make sure the concerns for the border of the bed are identified and reported to the factory. We will schedule another visit to look specifically at the border and see if it is within the standards or not and proceed with the factory at that point.
We apologize for any inconvenience and will work with Mr. [redacted] and the factory to remedy this situation.