Becker Furniture World

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 in. I scheduled the delivery, and waited a while to talk to the manager. She said to check the stiching to see if it was correct as some of the furniture was incorrectly made with cream stiching. The furniture was delivered last Saturday. However the wrong furniture was delivered. The furniture that was delivered had grey stiching. The couch is grey and it is supposed to have jumbo white stiching on all 3 peices of furniture. I called the manager and she said to keep the furniture and it will be shaped out once the correct furniture comes in. I 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 manufacturer. She said the entire shipment was made incorrectly so they have to wait on the next shipment. I told the manager I want the furniture that I ordered and done want to be stuck with something I didn't order. I haven't heard from the manger and it has been a week since the delivery. I want to know when I will get the CORRECT FURNITURE! The customer service is horrible. Even 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 it. I was a loyal customer until the whole furniture issue. If you care about saving the sale and customer loyalty you would follow up with your customers and give a timely response and resolution. This is so unprofessional. I want someone higher up to call me about this issue, this is ridiculous. I wanted the furniture that I ordered on 1/1/2017.

Initial Business Response /* (1000, 6, 2015/12/22) */
We are currently working with [redacted] on a resolution. Our store manager from the Becker location has made contact and left messages but at this time I do not have final resolution. While I understand the issues and frustration, we are working on...

a solution that works for everyone. I will respond with an update once I hear back from our store manager.
Initial Consumer Rebuttal /* (3000, 11, 2015/12/28) */
[redacted]Document Attached[redacted]
12/22/15 I received a voice mail from Becker (Ashley) and she wanted to discuss the current issue. They stated they would only give me another $150 off. I advised that was not enough. Especially not that the ottoman is starting to fray. I have attached those photos.
Final Consumer Response /* (4200, 47, 2016/03/22) */
[redacted]Document Attached[redacted]
Becker is now stating they do not owe us the full amount in return. Prior Revdex.com response from them stated that we will get back our payments if we decide to return the items. We are returning.
I attached the details and costs. We are entitled to $700 back. This was payments we made to the Financial Company we have a card with threw Becker. We are keeping the end table and lamp. The mathematics is very simple.
We were given a live personal check of $400 for our troubles with the company noted as compensation. We deposited that check into our bank account. We then decided it was better to use this "free" money to place a higher payment on the card. We also made 3 other payments $100 increments. This totals $700 worth of payments.
The End Table is $193.17 + 7.125 % Tax = $206.93
Lamp is $71.57 + 7.125 % Tax = $90.4.
Totaling $297.36 we owe to the card
Becker's Options are
1)
Credit $876.42 onto card
Check of $700 to [redacted]'s
We will owe the card $297.36
2)
Credit $1173.78 (amount on card)
Check of $402.64
Thank you. I'm trying to avoid taking this further than Revdex.com.
Final Business Response /* (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 $400 and it was given for the issues they have experienced and keeping the furniture. I 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 $400 on top of it. I am working on documenting this for [redacted] but I will break it down here. We 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 furniture. We are taking the furniture back for full credit, even though the time for a refund has long expired. We are not charging a usage fee or restocking fee. the amount of the refund would be reflective of the price paid plus tax less the $400 credit already given. I 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 $400 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 fees. In her offer 2 as stated above, we will credit the card as she requested and send her a check for $2.64 as we have already sent her a check for $400.

Initial Business Response /* (1000, 5, 2015/12/03) */
I spoke with Ms. [redacted] regarding the issues with her furniture. It is not our intent to have policies in place to harm the consumer, we stand behind out products and services. Unfortunately in this case the communication with her was incomplete...

and was a cause of frustration on her part. That is on our company and is not acceptable. I offered a few option for [redacted] and [redacted] but in the end they felt it was best to return the furniture and part ways. That is not the best option for BFW, but I feel we dropped the ball and need to make it right with them. In the end we agree to refund the purchase price plus tax and we will pick up the furniture. We apologize that this situation escalated to this.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It seems we were just in an unfortunate situation with Becker where several different things went wrong. I truly appreciate them working with us to resolve this issue.

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 us. As long as they follow through with what they have said, it will be fine

We are aware of the issue, I am not sure if the issue is with the product or possibly the assembly, but regardless we have communicated with the customer and we will exchange the furniture. It is a five piece dining set that we will assemble and deliver at no cost to the consumer. I am confident...

this will take care of the situation and minimize any inconvenience to the consumer.

Initial Business Response /* (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 bed. Our Store Manager for Maple Grove, [redacted], sent an email to Ms. [redacted] on March 9th...

with the details of the resolution. In any case, we would ask that Ms. [redacted] reach out to [redacted] at [redacted] or email [redacted]@beckerfurnitureworld.com. There 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 /* (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 $500. So we told them to forget it and to close the case. We feel this is very unacceptable. We no longer want to fight it and extremely tired of it.
Final Business Response /* (4000, 9, 2015/03/17) */
We offered Ms. [redacted] our comfort policy even though she did not qualify. The cost to do so is a standard service cost and documented for the consumer. Even though she did not purchase the pillow, we still wanted to honor the policy. She is declining because of the cost, but the cost would be incurred for anyone opting to use the policy.

I am not sure why the cores have flattened again, but we have contacted the factory about getting an upgraded core. I am uncertain if they have an inner spring core, but they do have a foam core with higher density than what she currently has. At a minimum we will replace her cores with higher...

density cores and seek inner spring cores if they are available. We will order these parts tomorrow and make the repair as soon as the parts arrive. We will coordinate with the consumer as soon as we have the parts.

Initial Business Response /* (1000, 5, 2015/03/18) */
This is a service claim with a third party warranty company, Montage. The factory warranty expired so it turns to the extended warranty for coverage. Sometimes there are added length of time communicated between the three entities. The parts are...

on order, have been confirmed on order and will be shipped directly to Ms. [redacted]'s home.
We apologize for the delays and confusion regarding this and will work to get it resolved quickly for her.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Called today to check on missing fabric told they would check,and see when it will ship and let know had been it was shipping by end by week hope to hear dorm them today do not know how long to,get to,me once it ships.
Still have nails sticking out of my love seat that is a safety issues. montage Will not Come until parts and fabric here. Who knowsn how long that will take. Becker does not talk to repairs company Feel like I am in the middle nothing happens
Final Business Response /* (4000, 9, 2015/04/09) */
It is unfortunate that Doris feels that way, but the service contract is between her and Montage. We have stepped in to push the repair process. This is getting taken care of. Again, the warranty extension is with Montage so we need to push the channels there to get it resolved and we are.

I am willing to look at other options, but I do not know how the furniture is being used, and what the current condition of the furniture is. If the furniture is truly defective, we can look at the possibility of an exchange, but the value of the furniutre or credit would not be the initial paid price. There will need to be some sort of usage fee, again depending on what the furniture looks like. If the problem is is truly a defect we will work to try and get a different resolution. Refunding the purchase price is not an option we would consider. I still need to get a technician into the home for photos and documentation.

I apologize for the length of time in trying to resolve this issue. The factory has sent replacement that have been inferior and we have had to continue to try and order new rails. We 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 furniture. The 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 above. Our service lead has made several attempts to reach him and review it but has not spoken to him yet.

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 have. I 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 20 days - again not as strong - which is good.  But 20 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

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.

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 chairs. They said they will do a free delivery and installation of the new table/chairs on Friday (2 days from today). They said they will contact me the day before with a 90-minute window for delivery.

We apologize for the changes in the shipping times. We are working with Basset to get the arrival date nailed down, unfortunately we are at the mercy of the factory and their production schedule. We are doing everything to get the product to us and we will make the delivery as soon as it arrives at...

our distribution center. Matt is working on compensation for the issues in an effort to help ease the frustration of any delay.

I apologize for the experience regarding this purchase. We did pick up the pool table and accessories and have refunded the financing for the items. The financing refund took place on 1-26-2018. 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 1-26-2018 date. I have reached out to the store and asked the manager Deanna to contact you regarding the sofa. She will be reaching out to you shortly to resolve.

I am rejecting this response because:There is no current resolution to this issue in your response. Apologies and compensation are appreciated but do not guarantee this will not happen again nor does it deliver our furniture here sooner. Your customers deserve a comprehensive customer satisfaction program. The management at this Becker Furniture World needs to develop a "Culture" of customer service including timely contact when customers orders are to be delivered and immediate notification of late shipments. If you are in contact with the customer and tell them you will call them and update them, then it is imperative that you follow through. The customer should not have to make numerous phone calls to ask for the status of their order.I will be satisfied when our furniture arrives in a timely fashion.Please review the following link for Customer Service Culture; https://www.upyourservice.com/blog/the-building-of-a-culture-of-servic...⇄

Initial Business Response /* (1000, 5, 2015/09/01) */
Our General Manager Darrell [redacted] reached out to Mr. [redacted] today regarding this situation. We apologize for the length of time between communication and for his frustration. They agreed on a resolution that lands outside of normal policy. They...

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 /* (3000, 7, 2015/09/02) */
Agreement reached.
Final Consumer Response /* (2000, 8, 2015/09/02) */

We would like to apologize for the poor performance from our manufacturer. This is a product they service for us and have fallen short. That doesn't release us from our responsibility as the retailer, so we will agree to refund the price of purchase. We 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.

Initial Business Response /* (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 above. We have applied to credit to an new purchase and have agreed to share the price difference on the new purchase. It 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.

I am rejecting this response because:
I'm disappointed by the tone and premise the response has put. As has been their response all along, they have been portraying the whole ordeal as a favor to me. As 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 for. In 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 come. In 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.