Beck's Furniture Showroom

We have contacted this customer and requested photos of the area with mold on it so that we can initiate a claim with the factory. We are confident that we will be able to work out a resolution for this customer. [redacted]Executive Vice PresidentBeck's Furniture

I am rejecting this response because:I contacted Beck's numerous of times, I spoke with their manager [redacted] she said that they were aware of this and that I would be contacted about replacing the merchandice. I had never heard from them again after trying to reach them plenty of times. I have even had the delivery drivers call about this problem. It was not May that I inquired about receiving the wrong piece of furniture, it was much earlier. If the company knew they deliver the wrong piece why wouldn't I be contacted? Why wouldn't they correct something that was their wrong doing? This is outrageous. Horrible custmer service I will never do business with them again.

I am rejecting this response because: this is false information. I advised them I wanted to return both overpriced mattress and adjustable bed frame. This is a complete rip off. I actually called within 73 hours of delivery  to cancel which would fall under my right of recission. Becks phoned me today to express they would not return the frame and will not refund my money paid on my debit and credit card until manager approval. This company completely ripped me off in which the delivery staff agreed with me. I want to return all merchandise and want all funds refunded. I want my debit card and visa credit card refunded first and then they can process the full refund of the frame to my Becks store credit card. I have done extensive research on this company and all of the bad business practices they have completed. The amount of Revdex.com complaints and lawsuits. Becks is a complete joke. The sales people lie to your face and tell you want you want to hear just to make the sale now I can't return any of the unwanted merchandise. Their low price guarantee is a complete lie. Their prices are higher than any other locations I have shopped around at. I want a full refund. Bottom line. No lies, no broken promises. I just want my money refunded and be done with this cruel heartless crooked company. Buyers beware. DO NO BUY FROM BECKS THEY HAVE THE MOST HORRIBLE BUSINESS PRACTICE I HAVE ENCOUNTERED!!!

We want to apologize for the communication that has taken place. We are undergoing changes within our customer service department in hopes of preventing this type of situation in the future. Regarding the refund, this customer has a financed order that we have contacted the finance company letting...

them know that the customer is due the full refund. If the finance company determines that the account is paid in full by the customer, they will then issue the full refund to the customer. We cannot issue the refund due to the fact that we don't know the status of the account.[redacted]Executive Vice PresidentBeck's Furniture

The merchandise was delayed at the factory in China. We offered free delivery for the inconvenience and attempted to deliver the furniture on November 18th. The customer sent the merchandise back due to the fact that they apparently needed a different size bed than what they ordered.We processed the...

check with a slight delay due to the holiday, on December 4th. I have attached a copy of the cleared check from our bank. It cleared on the 8th of December.

I am rejecting this response because:i mu want a full refund and and have received any type of refund. I do not wish to do business with a poor business establishment like Becks. They have no regard to their customers. I require special medical needs which is why I must return this bed. They took advantage of me and lied through the entire process to me. Still to date they have taken the bed with no Refund to my visa credit card. This is how they treat a customer? I have made several purchases from BECKS before with no problem but the one time I need to return a product which can't satisy my medical needs they want to fight and lie about their actions.please refund all money and pick up the bed frame.

I am rejecting this response because:Dear Mr. [redacted]In response to Beck's Furniture. I stand by my last response, that my wife and I will keep our mattressif Beck's Furniture refunds me fifty percent of the mattress cost. Good customer service is essential in retaining a good standing with the customer. My wife and I will no longer be using Beck's Furniture as ourfurniture store in the future. Good customer service is important and Beck's Furniture has very poorcustomer satisfaction.Thank You[redacted]

I have attached the reciepts provided to me

We stand by our earlier responses. This customer has been allowed a reselection from the original mattress and now they want to reselect again. I have forwarded copies of their sales order and the delivery document that shows they received what they selected. We will offer the customer an opportunity to reselect provided they pay a 50% restocking fee.

I am rejecting this response because:   Although beck's did refund our money, they are not being 100 percent honest about the reason we requested a refund.  We ordered a "California king" bed frame on 09/03/2014 and on 11/18/2014 they delivered a "queen size" bed frame which we couldn't use.   We were originally offered free delivery because we were told that our "California king" bed frame would be available by the end of September and since it wasn't delivered then they offered the free delivery so we'd continue to wait.  On 11/18/2014 they brought a "queen size" bed frame so we decided to get a refund.  We were told at that time, 11/18/2014 that it would be a week before we'd get our refund, however we didn't receive it until 12/05/2014.  They are very unprofessional for a business.   [redacted]

The complaint I filed on 9-22-14 (#[redacted]) has still not been resolved!
 
Beck's said they would call to set an appointment to have a manufacture representative come look at the sofa and as of today (10/21/14) they still have NOT called to set an appointment.  As I said in my past emails they are playing the "waiting" game = waiting until our warranty runs out, then they will not be obligated to fix this problem! 
 
It's been 30 days since my original complaint to the Revdex.com and almost 90 days since my original complaint to Beck's. 
 
Can you please contact Beck's again to see why they have not contacted us? 
 
Do I need to re-open this case since it has NOT been resolved?
 
 
 
Thank you
[redacted]

The factory representative has been in North Carolina at the annual furniture market. We will send our customer care coordinator and our general sales manager out to verify the technicians report. We will contact the customer today to set the date and time.

Our technician noted on his first visit that the seat shows and sits with normal wear and tear with no structural or other damage or defects. All foam cushions will soften with daily use. This is the seat that is used every day and it shows slightly more wear than the other two seats. After...

discussing this with the customer he was not happy so, as a courtesy, we agreed to add additional foam to the inside of the cushion. The customer agreed and we completed the courtesy service. Unfortunately the customer was still unhappy with the seat. There is nothing further that can be done at this time.  I have attached photos that show the sofa seat and they validate the condition  as manufacture normal.

This customer clearly has scratches in the seat that were not present at the time of delivery and appear to be caused by an animal. Very small area that was not caused by a person sitting in the seat. This is not something that is covered by a manufacturers warranty. Also note that the [redacted]...

[redacted] is not a warranty. It is a protection plan that will correct accidental damage excluding pet scratches and chewing as outlined in the brochure that was given to the customer at the point of purchase.I have included an image taken by our service technician that shows the damage to the seat.Thank you for your help in this matter,[redacted]Executive Vice PresidentBeck's Furniture

We do appreciate the long standing relationship with Mr. [redacted].  We apologize for the issues with the first mattress and would
like to offer a $100.00 refund for the inconvenience.Regarding the
second mattress, Mr. [redacted] came in and reselected to the mattress that was delivered. He...

inspected and slept on the mattress and then decided to contact us to ask for a different mattress. As you can see from his resolution request, he is asking for a firm mattress now instead of the softer pillow top.  We cannot resell the mattress once it has been in the customers home so we do not have a comfort guarantee. This is discussed at the point of sale and is written on the back of the invoice. Furthermore these policies are reviewed and signed as such by the customer. We can however, offer  to exchange the mattress if the customer is willing to pay a 50% restocking fee.

I am rejecting this response because: I have contacted the finance company and they have no record of being contacted by Becks at this time.

Business states that the consumer issues have been resolved.

This customer has reselected twice on the bedroom sets and once on the sectional. We accommodated those exchanges however, we cannot allow the return of the mattress unless the customer agrees to pay a 50% restocking fee.As noted on her sales order, mattress's are non returnable and non refundable....

The customer reviewed this policy and sign as such. Please see attachments.[redacted]Executive Vice PresidentBeck's Furniture

Review: We bought a mattress from Beck's Furniture. The mattress started to go flat. We called Beck's because the bed had a warranty. They we're to come and inspect the mattress on April 27th 2016 between the hours of 11:00am and 3:00pm. However, I had called at 10:00am to cancel Appt. The inspector came at 9:00am without my consent and my children let him into the house (I was at work.). He came in took a picture of the bed and left within a minute. He had my son sign paperwork that the bed was good condition. He also wrote on the report that he had showed up at 10:30am. The Appt. was cancelled at 10:00am. I called Beck's the next day and told them what had happened. Their response was the mattress had a stain and warranty is void. When asked to have a manager call me, I got no response. This is the third time I've had my mattress replaced from Becks. I did not give my consent for him to enter my home or take a picture.Desired Settlement: I would like Beck's to replace my mattress.

Business

Response:

This customer purchased in December of 2011, she contacted us March 10 of 2016 and scheduled a technician to inspect the mattress on March 30th. On March 29th she called and rescheduled the technician for April 15th. On April 14th she called and rescheduled for April 27th. All of these calls were answered and a resolution was attempted. On April 27th she called again to reschedule minutes before the technician was due in the home. This call did not make it to our technician in time. Our records show and the customer acknowledged in a phone call with our customer service manager, that her copy of the report that her son signed, shows our technician was in the home from 10:30 to 10:45.The state of California does not allow us to handle product with bodily fluids on them. Every mattress vendor has a disclaimer on their warranty and we let our customers know at the point of sale and during the customer service call that any stains on a mattress will void the warranty. Furthermore this customer has used the mattress warranty two other times as noted in her statement. Both time she was made aware of the fact that the mattress has to be free of stains.There is nothing further that we can do with this mattress.

Review: We had a piece of our sectional sofa picked up for repair on July 28, 2016. The driver said that it usually takes about a week for them to get it repaired. On August 7, 2016 I contacted Becks customer service. I was first told that they had called my cell phone on August 4, and left a message. I never received a message, I even went back into my cell phone messages to double check and there was no message from Becks. I also checked my home phone, and no message. Then the girl said the soonest they could deliver was August 15 between 8am and 12pm. I said that was fine, I guess, if that was really the soonest. I've had a middle section of my sofa missing for two weeks at this point, so I was not happy. Then on August 15, we waited until 2pm with no delivery. I finally called them and was told they I was not scheduled for delivery at all! Nothing! So now they have had my sectional piece, repaired and ready for deliver but apparently have made no attempt to deliver it! That doesn't even make sense, it's been sitting in their warehouse collecting dust with no delivery date even set? Wow, I was shocked! Then she tells me the next delivery date is not until August 21st! So I have to wait another week with a piece mising out of my sofa. I asked to speak to the manager, and of course she wasn't there. When the girls transferred me to her phone, she actually hung up on me! I had to call back and again asked to be transferred. I left a message asking the manager to call me back because this was not good customer service, and my piece needed to be delivered sooner than that. It has been 3 days and she has not even called me back.Desired Settlement: I want a new sectional piece. I don't want the piece they mismatched together to repair, by replacing 4 parts, which has now been sitting in their warehouse for over 3 weeks.

Business

Response:

We were very sorry to hear about this and have contacted the customer and set her up for delivery today.

Business

Response:

This customer purchased the sectional and the 5 yr Protection Plan. They had an incident that broke the frame of the piece in question.They filed a claim with the protection plan company and the were originally denied. We intervened on behalf of the customer and were able to help resolve this issue. The piece was repaired and returned to factory specifications on Aug 4th. We called and left a message to set delivery on that day. The customer returned the call on Aug. 8th and the clerical was to have set the delivery for the 15th. Unfortunately the clerical staff failed to commit the change to the order in our system and therefore did not set the order for delivery. When the customer contacted us on the 15th we set delivery for the next available date of the 21rst and forwarded the information to management. After management review we were able to move the delivery forward to the 19th and this delivery was completed without incident.We credited the customer $100.00 for the inconvenience. This issue is resolved no further credits or returns will be authorized.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.