Beck's Furniture Showroom

Review: I ordered a bed on March 19, 2016 and had it delivered on March 24, 2016. I inspected the bed and found a scratch in the headboard that appears to have been repaired by Becks to cover flaw, and the bed frame had cracks in wood where the screws were put in too tight by delivery person or in warehouse. I called immediately to advise of situation and they stated they would have a customer service person call me on March 25, 2016. A lady named [redacted] called and advised me they could send have another bed delivered to me 4 days later. I advised them that this us unacceptable and that I have not even used the bed due to this issue. The person I spoke to to file the initial complaint stated if I slept in bed that they may send repair people to fix because it was used by me. I asked to speak to a manager and the supervisor and manager were out until Monday, I asked if they had someone filling in for the managers and I was told no by [redacted]. Also, the sales person did not cover warranty nor did she advise of return policy. At 10am on 3/26/16 I was advised to call the store and speak to the manager about any compensation.Desired Settlement: I am requesting reduction in cost of the bed due to not being able to use the bed for 4 days and having to take off work to get a second delivery of the bed which they require a 4 hr window that you cannot choose the delivery time. Also, I was told yesterday if I return the bed I would not get my money for 7-10 days and I would pay a 75.00 restocking fee although this is Becks error for delivery of damaged products.

Business

Response:

We refunded this customer the $85 dollar delivery fee and corrected her merchandise. There is nothing further that we are going to do.

Consumer

Response:

I am rejecting this response because: They still had to come out less than 2 weeks after first correction and repair furniture again.

Business

Response:

We corrected the problem in a reasonable amount of time and refunded the customer $85.72 for the inconvenience. We feel we have taken care of this customer in a reasonable manner and while we apologize for the inconvenience there is nothing further we can do.

Review: In January 2016 I purchased a brown leather sofa. In May 2016 I started to notice the color was fading in parts of the sofa. We hardly sit in the sofa. Beck's same employee came out twice to take pictures and see the color fading. The first time I was asked if I wanted to retouch the color. I said, no because I could see it fading if they were to retouch it. The fading of the sofa was more notecable the second time they came back. They took the sofa for one week. When the sofa was retunred one week later, it looked like they just cleaned it up. Two weeks ago they came out and I showed the employee where the couch was starting to fade again. The fading of the sofa is in the same areas as before. I have a one year manufacturer warranty and the manufacuter will not exchange the sofa. I am not asking for my money back. I am just asking to exchange the sofa for a different material as I can forsee I will continue to have issues with this sofa. I would never purchase a leather couch from Beck's furniture. I am very frustrasted because this has been going on for a while and it should have been resolved by now.Desired Settlement: I would like to exchange the couch for a different material.

Business

Response:

This sofa is not leather it is a polyurethane blend. We brought the set in for repairs and it was noted that there was no fading rather it had some sort of residue on it. We cleaned the areas and restored the set to factory normal condition. Once the customer contacted us again we initiated the replacement of the seat and back covers per the factory warranty. We will warrant the replaced covers from the date of repair so the customer can be assured that should the new covers fail we will authorize a re-selection.

Business

Response:

We have received 3 seat covers and one inback and outback for one of the seats. These will be replaced. We are scheduled to be in the customers home on 8/20/2016.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern and I will follow up with you once they have replaced the parts. Sincerely, [redacted]

We bought our couch during memorial day Sale. We were told they had one left in Stock. As we paid we were told they didn't have any in stick and the 6 piece couch wouldn't come until july. Now the last week in July after calling several time were told the one piece they've been waiting this whole time for wouldn't arrive until the 31st and delivery wouldn't happen until 3or 4 days later. After being told one thing after another 1st call they said 3-6 weeks, second call they said July, 3rd call said end of July, this final call today said the one piece they even been waiting for won't arrive until July 31st delivery after that. If becks had been honest, I wouldn't have bought that couch.

Review: Purchased [redacted] 5 yr Elite on 2/15/13 warranty for damage or faulty furniture to be covered.Sales associate at Beck's at Rancho Cordova 2/15/12 said it would cover whatever would happen,holes,rips, tare, falling apart of frame,so on. The fabric became defective,started blistering and pealing.Contacted Guardsmen 9/5/14 with email,pictures.Gentelman came out to inspect and then [redacted] refused to repair,said blistering not covered.Have contacted Beck's ,was told by [redacted] to send pictures by email to check problem with furniture 2/22/16 and no resolution has happened or any other contact from Beck's.Emailed [redacted] 2/22/16,3/11/16,3/26/16,4/10/16. we had ordered and paid for a diff. style of furniture in Dec 2011 and then told that furniture was not avail due to Chinese New Year factory and shipping closed.But they had another style avail. in the store and reduce the price.We looked at the other (2)elect. recliner couches,(1) electric recliner chair and said we would buy instead of waiting for over 2 months more.Now the material is blistery,pealing,looks ugly.They will not fix.Desired Settlement: Replacement due to defective material is to far beyond for repair and happening in several locations on the furniture. Not Same product. Was described as leather but not.

Business

Response:

This customer was sold a Bonded Leather set. I have attached a copy of the price tag that has the description on it. Additionally our associates are very clear on informing our customers what the cover is. This set is beyond the manufacturers one year warranty which is what we facilitate. The "protection plan" that the customer purchased is for accidental damages only. It does not cover manufacture defects or normal wear and tear. We will however, authorize a full refund as an "in store" credit only. [redacted]Executive Vice PresidentBeck's FurnitureCell [redacted]

Review: We reserved a couch and love seat with a deposit on January 19, 2013. We were told they would come Jan 31.. We have the love seat but still no couch.

We ordered a couch and love seat on January 19, 2013. We were told that the couches wouldn't come in until January 30th. We put down $100 deposit. Initially we were resistant to this because we wanted them by Superbowl but Don, our salesman, assured us that it would be ok and it was worth a two week wait to get the couches we wanted. On February 1, we still hadn't received any information about the couches. I called and spoke to the manager and they said the couches were scheduled to come in February 14th. I was upset about this so we decided to got to the Watt ave location to see about in stock couches. I drove to the Watt Ave location to see what was happening with the couches. The floor manager there told us they had the power version in stock and the couch was going to come in on February 28th. We really liked the couches and figured we would upgrade to the power version so we could at least have one couch. We picked up the love seat on Feb 2nd. In the beginning of March I realized we still had not heard anything from Becks about our other couch. I called and spoke with someone at Folsom and he informed me that the couches were coming from China and they stopped all exports of items for the month of March for Chinese New Year. Since the couches hasn't been shipped yet, he didn't think they would be shipped until the beginning of April (come to find out Chinese New Year is the end of January so I'm not sure where that came from). So another month passed by with no couch. At the second week in April, after hearing nothing from Becks once again, I called. I was told [redacted] would call me back. After 3 days I received no call. I called once again and talked with a different manager since Don wasn't in. He said the couches were supposed to come in one week but gave us the option of returning the love seat we had (if it was in pristine condition) and choosing different couches. He reassured us the sofa would be coming in a week because that's when he had a delivery date. We decided to wait once more. Again I heard nothing from them come May 3rd. I called and was told Don would call me back...nothing. So I called once again and was told [redacted] would call me. He called May 15 and told me the sofa was coming May 22 and he would give me a call the 23rd or 24th. It is now May 30th...19 weeks after first ordering the sofa and I still have no sofa. I called Becks at 11:00 this morning and they assured me [redacted] would call as soon as he got in. The store is now closed and I still have not revived a phone call. This has been very frustrating and disappointing. Desired Settlement: We really loved these couches but at this point we would like a refund for the love seat we currently have so we can go find couches somewhere else. We should have taken that offer before but never imagined it would take over 4 months (and counting) to get a sofa. I don't foresee Becks offering a discount for this headache so at this point we would just like to take our business elsewhere. Since we cannot get a matching sofa, we would like the love seat fully refunded including the warranty we paid for and our deposit on the sofa. If they are willing to offer a discount we may consider.

Business

Response:

Business' Initial Response

Due to unforeseen circumstances with the shipping company of this merchandise, they had to locate a different shipper from over seas to us here in the united states, at this time we do have a middle of June eta on the merchandise. I tried to contact the customer today to make an offer to her to wait out the arrival of the power sofa that will be here in the next few weeks. I am waiting for her to return my call.

Review: I purchased a six piece sectional July 3rd. Upon delivery two pieces were clearly defective. The wedge piece was replaced after two attempts. The left arm recliner was out of stock for about eight weeks. When it finally arrived on August 20th they delivered the same exact piece that was defective. I noticed when the delivery guys were still here. I called customer service asking when I can get another one. Not until mid September sometime. I then ask if I can get a credit of $300 because I'm not willing to pay full price. They say they are willing to give a credit but for $75. I paid $596.96 +tax for this one piece.Not to mention all the time off work waiting for all these deliveries that are never right. I feel like this is bad customer service and definitely regret doing business with them.Desired Settlement: I would like a new left arm facing recliner delivered ASAP.Or the same defective recliner delivered with a $300 credit to my account.

Business

Response:

We have resolved the issue with this customer.

Business

Response:

We issued a credit for the $300 to keep the original item.

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.

Review: On June 14, 2014, I purchased a chest of drawers from Beck's furniture as a Father's Day gift for my husband. At the time of purchase I advised the sales representative that we would likely return at a later date to purchase the matching dresser. He suggested that if we decided to purchase the matching dresser, we do so within the next six months as items are sometimes discontinued. On June 16, 2014, my husband went to Beck's to purchase the matching dresser as a gift for my birthday. He was advised that he would be unable to purchase the dresser unless he purchased the entire bedroom set. Upon hearing this, I contacted Beck's and spoke with a store manager ([redacted]). I described to [redacted] my conversation with the sales manager on June 14th and explained to him that I was never told the matching dresser could not be sold as an individual piece. [redacted] looked into the matter and then told me Beck's would go ahead and sell us the matching dresser.On July 22nd, my husband and I went to Beck's and paid for the dresser. We were unable to take the dresser with us at that time and were told that we had up to 45 days to pick it up.On July 2nd, we received a voice mail message from another store manager ([redacted]), who stated that Beck's would not be able to sell us the dresser as an individual piece. According to [redacted], this decision was coming down from the [redacted]e president. He stated we could return the chest of drawers I had purchased on June 14th if we did not want to keep one piece without the other.On July 8th, my husband went to Beck's to pick up the dresser we had bought and paid for, but was told the dresser would not be released to him. He spoke with store manager, [redacted] and a general manager, both of whom stated the [redacted]e president was refusing to honor their previous agreement, and sell the dresser as an individual piece. My husband reminded them that we had paid for the dresser and expressed concern that Beck's was witholding our property from us. This is totally unacceptableDesired Settlement: We want the dresser we paid for released to us. We entered into an agreement with Beck's to sell us the dresser as an individual piece. That we were contacted two weeks after making the purchase only to be told that Beck's was rescinding their previous agreement, feels not only unethical, but illegal. We do not want a different dresser and chest of drawers. We want the furniture we selected.

Business

Response:

When it was discovered that the customer had been mistakenly sold the dresser they were immediately contacted and explained that the sales associate had made a mistake and that we would be unable to fulfill the order. We offered the customer the opportunity to return the previously purchased chest and a credit of $50.00 for their inconvenience. The customer declined this offer.

Since then we have found a dresser through other channels and have informed the customer that the order has been processed and is now available for their pick up.

Review: Received advertising circular in the mail from Becks. The circular contained a misleading statement that Beck's wouldn't honor or adequately explain.

I received a circular in the mail on Dec 16, 2013. I was looking for a twin size mattress and noticed that the circular advertised one suitable for my granddaughter. The price was listed as $98.00 for each piece of a twin size. I only needed the mattress and noticed that the circular also said "Mattresses sold separately, slightly higher". I sent my daughter to the store to purchase the Simmons Firm Tight Top mattress thinking the price would be "slightly higher" than the $98 advertised price. When my daughter got to the store, they told her the price of the twin size for the mattress only would be $179.00. Even the most reasonable person wouldn't think that the definition of "slightly higher" would mean almost double the each piece price. I called the store manager to express my concern and while he was friendly and understanding, he said he had no control over the advertising and found it quite misleading himself. He went on to say that they get a number of complaints about this advertising practice. Desired Settlement: I would like to ask Beck's to stop misleading their customers and put the actual price in their circulars.

Business

Response:

Initial Business Response

It was not our intention to mislead our customers. Unfortunately the cost scheme for the factories has changed over the years and some of the sets do have a significant difference in the price of the mattress.

We thank you for bringing this to our attention and as a result we have changed the format of our mattress pricing in our future printed advertising.

It will now reflect the mattress only price for the twin and full size mattress's. The queen and king will continue to show the set prices and there will be no further reference to "Each Piece" pricing on any set.

We apologize for the misunderstanding and thank you for taking the time to inform us of this discrepancy.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: We purchased a couch under warranty and the recliner broke. It was stuck 1/2 up and could not be pushed down because the motor went out. Guardsman who held the warranty worked for 6 weeks trying to get couch fixed. We noted to Guardsman that we have 2 children with Autism and this couch being stuck the way it is was causing behaviors and mobility issues. It could not and we had to be refunded however Becks did not return an calls. Eventually on 3/27/14 we were able to go pick out a new couch. We also purchased a loveseat and side table. Delivery was set 3/30/14 later. No call ever came to give us a timeframe of arrival. After we called Becks said they cancelled our delivery because we didn't pay! I talked with customer service and learned that our salesman didn't put our credit in the correct spot. Now, we had to take another day off work for this delivery because weekends were booked, 4/2/14. They delivered and struggled removing the old couch because of the position it was stuck in. Now, one one side the new loveseat is leaning and rubbing against our floor. I called to get a tech out and they couldn't get anyone out until a week later 4/21/14. Saturday we get a call that they need to reschedule for another day. I had already requested the day off work and now have to take another (all without pay). I am now at 3 days without pay because of Becks delivery/tech issues and 2 months of broken furniture. Can you believe we NEVER got an apology only excuses why this was happening? I don't know IF they will be able to fix this new loveseat. We have an extraordinary business life with dr appts & therapy with our children and this ongoing customer service was just plain disrespectful. Becks doesn't want to take care of their customers so we felt the only way they will understand the constant struggle is going to the Revdex.com.Desired Settlement: An honest apology would be nice but we can't make a company do that. After many months of broken furniture, working furniture would be nice especially with the money we spent.

Business

Response:

We have contacted this customer and resolved the issue.

Consumer

Response:

I am rejecting this response because: my furniture has not been fixed yet. I have spoken withe Becks and the gentleman I spoke with was pleasant and assured me the problem will be rectified. We had a tech come out yesterday and they stated they have to order a part and return to fix the love seat. Once they have fixed the furniture I will be happy to resolve this complaint.

Review: January 2015, purchased a drawer from becks Furniture. The item arrived defective. One of the drawers does not fit properly, and one drawer was damaged by the delivery individual.I wast old by Becks that a replacement would be offered, however, after a few weeks with no contact from Becks... we called and were told that replacements parts were ordered instead. It can take up to 3 months for the part(s) to arrive.Its has been seven months, and there are no parts. Customer service, does not return calls.The last date of communication with Becks customer service is July 22, 2015.Desired Settlement: I would like an immediate exchange if the drawer (replacement) or refund of the cost of the damaged item.

Business

Response:

I am trying to look into this and cannot find the customer in our system by either their name, address or phone number can you please see if they have their sales order number or the name and or address that we should have on record for them?

Consumer

Response:

Consumer states: While it did take time for the company to contact us, they were able to resolve the issues we were having.

Review: On 11/24/15, I purchased a rollaway bed (SO# [redacted])from Beck's Furniture on [redacted]. The salesman ([redacted]) sold it to me; and when I asked about a perspective of returning it, he said they would accept returns but will subtract 10% of the cost. He told me not to worry.

The product is not a good one, the mattress is so thin, that it's impossible to have a normal sleep.

On 11/30/15, after 5 days, I took the bed back and asked for a refund. They refused to accept and said refunds, if for more than 3 days within the purchase, must be approved by the sales manager. There I learned that my salesman, [redacted], is the sales manager.

I approached him and asked to help me with the refund. He tried to evade and "pass" me to the customer service, but when I insisted, he said he would ask the company's vice president. Then he told me the VP declined to approve. I reminded him about our conversation 6 days ago (when I purchased the item) and his explicit assurances that I could return the product if unsatisfied.

He started to lie as if he warned me about the 3-day clause. I reminded him, that except the 10% subtraction, I was not warned about anything else.

In the most impudent and cynical manners, in front of my spouse, he told me, that if I could not produce the audio record of that conversation, he did not want to discuss anything more with me. My spouse and I were astonished with such an impudent behavior. Realizing, that further conversation with a man with zero integrity was useless, we left the store.Desired Settlement: We would like them to issue a full refund ($238.65). An explanation, of why and how Beck's Furniture's employees feel that they can that brazenly mistreat customers, also would be proper.

Obviously, the guy knew that the management was/is in full accord with such an appalling behavior. Misleading a customer, misrepresenting, lying impudently, and then cynically "inquiring" about "an audio record"...

Just unbelievable!!!

Business

Response:

This customer purchased a roll away bed and used it for five days. Our policies are clearly written on the back of our invoices and customers are asked to sign the invoice acknowledging they have read and understand those policies at the point of purchase. I have attached a copy of our invoice back that has our return policy listed under "Bedding"We cannot allow a return of this product as it is factory normal and we cannot return bedding unless there is a manufacturer defect.

Consumer

Response:

I am rejecting this response because:

1. I did not use the bed for 5 days, as they claim. I simply kept the bed for 5 days, because it was the Thanksgiving and then the Thanksgiving weekend; there were much better things to do. And hence the delay.

2. They write, I quote "Our policies are clearly written on the back of our invoices and customers are asked to sign the invoice acknowledging they have read and understand those policies at the point of purchase". I emailed you a copy of the invoice and that document certainly does not bear my signature. Also, their return policy, is not as clear as they claim. On one hand it says "No merchandise will be authorized for return after 72 hours". And right after that it reads "When merchandise is authorized for RETURN, a manager's signature is required. Thus, it's NOT a matter of a consistent policy, but a manager's subjective decision.

3. As I explained before, not only the return policy (about 72 hours)has not been communicated to me by the manager, at the point of purchase, but the manager himself ([redacted]) personally assured me that if I was unhappy with the product, I would be able to return. Nothing about 72 hour deadline, he just said a 10% of the whole cost would be subtracted. Thus, he failed to disclose.

4. Obviously, this retailer has zero respect not only to the customer (me), but also to Revdex.com (trying to deceive Revdex.com/hiding the truth), and to its employee ([redacted]) - they could have let [redacted] to accept the return, just because his assurance of accepting the return (if needed) and his failure to disclose important return policy information to the customer. They do not care about their employee's image.

Business

Response:

I have attached the original front of our invoice with the customers signature. As I stated we cannot refund and allow return of bedding.

Consumer

Response:

I am rejecting this response because:

1. As I explained before, not only the return policy (about 72 hours)has not been communicated to me by the manager, at the point of purchase, but the manager himself ([redacted]) personally assured me that if I was unhappy with the product, I would be able to return. Nothing about 72 hour deadline, he just said a 10% of the whole cost would be subtracted. Thus, he cheated intentionally and failed to disclose.

2. Their return policy, is not as clear as they claim. On one hand it says "No merchandise will be authorized for return after 72 hours". And right after that it reads "When merchandise is authorized for RETURN, a manager's signature is required. Thus, it's NOT a matter of a consistent policy, but a manager's subjective decision.

3. I did not use the bed for 5 days, as they claim. I simply kept the bed for 5 days, because it was the Thanksgiving and then the Thanksgiving weekend; there were much better things to do. And hence the delay. Beck's Furniture also did not comply with the Revdex.com's 7 day respond policy because of holidays. It took them 14+ days to respond. Where they punished for the failure to act in timely manners?

Review: We purchased a leather sectional from Becks Furniture in Rancho Cordova, CA which was delivered just before Christmas on Dec 21st. Immediately after we took delivery, we noticed that the gap between the chairs of the sectional was a lot. This sectional was not at all comfortable like the one we saw in the store. The delivery guy said we need to give it some time for it to settle down. We went on vacation for Christmas and New Years and gave it some time to check.

There was no change and we started to feel it as a health hazard as my 3yr old daughter sprained her leg as it got stuck in the gap. We went into the showroom and were told to call customer service about the issue. Customer service asked for photos of the problem, which we sent via e-mail. They called us and said that everything looked normal and there was no problem.

After requesting and telling that I would complain to District Attorney and Revdex.com, they agreed to send a technician. The technician who visited our place on 01/18 did seem to see the problem and left saying he will check the floor model and get back.

I even showed him the pictures of the floor model which did not have any gaps. Not hearing back from them, I called the customer care and they still kept repeating the same thing that the pictures are normal. I don't know if these people even talked to the technician. When I informed that the technician did feel that there was an issue and was going to check the floor model and get back this lady said they will review it and call me back. No one called me back yet.

This is a worst customer service I have ever experienced. We just can’t buy something worth $3250 and get this kind of response.

Needless to say, we're extremely disappointed with the product and the store itself. It should not take over a month to resolve a issue. Now reading the reviews about the store and the number of complaints they have on Revdex.com we regret shopping there.Desired Settlement: We just want to return this sectional and get a refund.

Worst case we can agree for a store credit and exchange for something else. But with the kind of experience we are having really don't want to shop here.

Very skeptical if we will receive a good product again.

Business

Response:

We have contacted the Manufacturer on behalf of the customer asking them to allow the customer to exchange this sectional. We are waiting for the response.

Consumer

Response:

Consumer states that the business has contacted him directly. They have came to his home to pick up the sectional and offered a store credit towards a future purchase. Consumer accepted offer and considers the matter resolved.

Review: I purchased four dinning chairs. However, I canceled the purchase before I was to pick them up. On the contract I signed, paragraph 8-REFUNDS, stated that a refund would be processed in 7 to 10 business days.It has been 12 business days and the refund request still has bot been reviewed or signed. This is clearly a violation of contract.Desired Settlement: I would like to receive a FULL refund of $438.53 since the purchase was canceled before the pickup date and time. Merchandise was never picked up therefore return fees, pickup fee, or restocking fees do not apply.I need the refund as soon as possible!

Business

Response:

Business states that the consumer issues have been resolved.

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.

Review: I purchased a couch from this business (9/7/15) and later discovered a stain on the platform of the chaise portion. I notified Becks and they scheduled a tech to come and try to clean the stain. The tech came out, attempted to remove the stain, but wasn't successful. I was then told the company would replace the platform of couch (chaise portion). The company delivered yet another stained piece and I refused delivery of the replacement piece. I was told the company would contact me. I had to call them, and have left several messages that have not been returned. The company claims the couch has a one year warranty, yet won't just replace the whole couch. I either want a full refund or a brand new couch. I am very dissatisfied that it has taken almost three months to rectify this issue.Desired Settlement: I'd prefer they just remove and replace the current couch with a new, unstained one. If they refuse to do so, I will accept a refund.I also want my delivery fee refunded. They delivered damaged goods, and that has nothing to do with the warranty. I believe it was almost $90 (estimate $85.67)Total paid to Beck's: $628.16 (including a delivery fee)$499.99 retail price of couch, tax, delivery, not sure of exact figures

Business

Response:

This customer has a small stain on the "deck" of the chaise. Not a cushion, the actual black deck that is under the cushion and is never exposed. Our first attempt to exchange unfortunately had a similar stain. We have pulled more new stock and found one that is perfect and are attempting to set delivery on it now.

Consumer

Response:

I am rejecting this response because:I believe I will still receive another stained item from this company. It has taken them more than three months to attempt to solve this issue. I am no longer taking time out of my schedule to wait around for a delivery guy when there is a high likelihood they will delivery damaged goods.I simply want a full refund for the cost, delivery, and tax that I paid for the couch. $628.16I no longer want to prolong this issue. This whole situation has left me very frustrated. I suffer from anxiety and do not need additional stress during this busy holiday season. Sincerely,Angelina Arrieta

Consumer

Response:

I am rejecting this response because: [redacted],

Review: I purchased what I thought was a firm mattress from Beck's furniture store. When the mattress was delivered, I notice it folded in the middle while delivery men were placing it on the bed. I had an emergency trip to Florida the same day of delivery so I could not call the store to pick up the mattress until a few days later when I could returned home. I made it clear that I wanted a better mattress and was willing to pay extra for it. My old mattress is a firm mattress and it does not fold in the middle like the Beck's mattress. I tested and layed on the mattress at the store before purchase. I was solid and did not sink in the middle. I was made to believe I was buying a firm mattress and the salesman lied to me. A firm mattress does not fold in the middle like this. It's of no use to me and I do not want it.I simply asked for a better product and I was willing to pay extra for a better firm mattress and they flatly told me no. Now I simply want a refund and my money back so I can find the mattress that I need for my back. I've had back surgery and need a FIRM MATTRESS AND THEY REFUSE TO GIVE ME ONE. To make matters worse, the boxspring for the mattress consist of pressed wood and smelly toxic glue that sent an odor throughout my home and it's now in the garage. Due to the smell I became ill with headaches, diarrhea, shortness of breath and chest pains. I purchased other furniture at the same time of purchasing the mattress which was a bedroom set and livingroom couch. All the items had to be returned because of toxic fumes that cause me to be ill. I am unable to use the mattress, it is now in another room. My experience with Beck's Furniture has been a nightmare that no human being should endure. I simply want justice.Desired Settlement: I ask for a replacement and firm mattress and it was refused. I now want a full refund.

Business

Response:

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

Consumer

Response:

I am rejecting this response because: I WILL NOT PAY 50% FOR THIS "SINKING, LACK OF FIRMNESS....FORMALDEHYDE...TOXIC SMELLING PIECE OF JUNK THEY SOLD TO ME. I WILL NOT PAY 50% RESTOCKING FOR THIS MATTRESS. IT IS NOT A FIRM MATTRESS AS I WAS TOLD...I TRUSTED THEM AND THEY DECEIVED ME !FIRST OF ALL THEY MATTRESS THEY SOLD ME IS NOT A FIRM MATTRESS AS THEY INDICATED ! THE MATTRESS WAS FIRM AND ACCEPTABLE WHEN I TESTED IT IN THE STORE. WHEN THE MATTRESS WAS DELIVERED, I NOTICED IN TRANSIT, THE MATTRESS FOLDED AND CRUMBLED IN THE MIDDLE. ONCE ON THE BED, THE MATTRESS SINKED IN THE MIDDLE. THIS IS NOT A FIRM MATTRESS ! !I WILL NOT OPAY 50% RESTOCKING BECAUSE BECK'S FURNITURE SOLD A MATTRESS TO ME BASED UPON LIES. THE MATTRESS IS NOT A FIRM MATTRESS ! FIRM MATTRESS DOES NOT SINK IN THE MIDDLE AND FOLD AND CRUMBLE TO THE FLOOR ! ! THE BOXSPRING SMELLS SO BAD OF FORMALDEHYDE AND TOXIC SMELL, IT HAD TO BE TAKEN OUT OF THE HOUSE AND STORED ELSEWHERE. I OFFERED THEM A FAIR TRADE. I HAD NOT SLEPT ON THE MATTRESS AND I OFFERED TO PAY EXTRA, HARD EARNED MONEY, FOR ONE OF THEIR MATTRESS WITH MORE FIRMNESS AND THEY FLAT OUT REJECTED MY OFFER AND REJECTED MY MONEY AND TOLD ME I HAD TO KEEP THE MATTRESS.

Review: My grandchildren came to stay with me often. I decided to get a bed. Beck's had one on sale. I put it on layaway.

Tried to call showroom get a answering machine, tried to call pick up-answering machine as well.

[redacted] the salesman told me I only bought 1/2 a bed! After much arguing Travis the manager said not true. I decided to pay the $39.00 delivery fee so the bed was under warranty.

Then they didn't have the bed and would call the floor model.

I also bought 2 mattresses. The bed was set up and delivery men left. The next day to my surprise we couldn't pull the bottom bed out. Again calls went to answering machine.

Finally this sat. he said yes, theres a problem! No word. nothingDesired Settlement: I still have a malfunctioning bed. I stopped the charge. Help!

Renee Walker

###-###-####

I feel they owe me a sicount for all the problem and to make the beds function.

Thank you

Business

Response:

It was discovered that the mattress the customer purchased was too thick and it contacted the bed frame when the trundle was pulled out. At that time we gave the customer the option of exchanging the mattress for one that was slightly thinner so that is would function correctly.We then were informed that the customer filed a charge back with the credit card company so we canceled the exchange and responded to the charge back with the credit card company.The credit card company has decided in our favor and has refunded the money to our account so we will go forward with offering the exchange again.

Consumer

Response:

This letter is in response to the letter I received from the Revdex.com. It is dated April 25, 2015.As I've stated before on February 04, 2015 I went back to Beck's Furniture store after putting a trendal desk on hold in 02-04-15 amount. $51.00.The salesman, [redacted], informed my granddaughter and myself that I had only purchased 1/2 a bed! He insisted the bed was sold as two seperate pieces. This created a lot of confusion! After much discussion his manage Travis in for more [redacted] this is not true.I am disabled, Ive had 10 spinal fusions and 2 steel rods in my back. 2 infrase. [redacted] the flow was hurting my back cause we please just get the bed? In an effort to save money I was going to being the bed home in my father truck. [redacted] told me for $60.00 Beck's would deliver the bed and it would come with a 2 year warranty. We then picked up 2 mattresses and sit up a delivery date. The delivery went without incident.That night my granddaughter and I discovered he trundel part of the bed would not slide out. The next day we called Becks and they informed me that they would send someone out to assess the problem. Approximately four to five days later a man came out and said yes, we did have a problem. There has never been any offer to fix this problem, I have left messages on Beck's answering machine. No one has answered or returned my calls. In their letter they state, they offer to exchange the mattress, this is not true. I am afraid the bed itself has been compromised, it should still be under warranty. Thank you for your time, I am suprised Becks dishonesty int his matter.Sincerely,[redacted]

Business

Response:

We called and left a message on April 25th that we had authorized an exchange. Our records show that we have not received a call back. The credit is still open and available.Our customer service department will reach out to this customer today to try and schedule the reselection.

Review: We purchased a table from Beck's furniture on 10/18/2015. We brought the table home to fine a mark on the top that was covered with a ballpoint pen. We were advised that since we didn't report it within 72 hours we were out of luck. We didn't open the table for 4 days since we were unpacking from a move. That is not the main issue. Since then the sides of the table have began to deteriorate. The finish is coming off and pieces of wood are starting to just fall off of the side. We sent photos to the customer service in which they stated that it was accidental damage(Which it was not). We also had purchased the extended warranty , so they informed us to call [redacted]- the company that the extended warrant ism under. We did so and they deemed it as a manufacturer defect. Now no one is willing to take responsibility for a stable that is falling apart within 6 months of purchase. We are still paying on this table and have never been late or anything. They are flat out refusing to work with us and now are saying that they will send a technician in 3 weeks. There is no sense of urgency and they refuse to honor the manufacturer warranty. The customer service department for backs just keeps bouncing us around and ruses to let us speak with the manager who denied this claim. Please help they are exhibiting very poor business ethics. This was the first brand new piece of furniture we had purchased ad has really put a bad taste in our mouth because of their business practices. We basically have a table that is falling apart and no one wants to do anything about it.Desired Settlement: The table is falling apart. The top of the table needs to be replaced or the whole table needs to be replaced. There is a technician coming out to view the table but not for 3 weeks. They are refusing to handle their end of the agreement.

Business

Response:

This customer has spoken to our customer service manager on the 9th of March and has agreed to a technician to come out and inspect the damage on the 26th of March. She was offered the 17th but chose the 26th so that her husband could be home.

We believe the problems are caused by accidental damage based on the photos sent by the customer, however, our technician will be better able to determine the cause once on site. Should this be accidental damage we will intercede on behalf of the customer with protection plan company and get the product taken care of.

Should it be determined that it is a manufactures defect we will facilitate the manufacture's warranty.

Consumer

Response:

I am rejecting this response because: We have sent the photos and we are being bounced around. I will mark this as resolved at the time that our table is fixed. There is no accidental damage, and we have been given the run around until we raised it yup the chain of command. Very unprofessional.

Business

Response:

Nothing further to say until after the technician's inspection.

Review: 01 APR 13, PurchaseD kitchen table and small pub table to be delivered on 04 APR 13. Only complete pub table set and 4 table chairs were delivered.

01 APR 13, Purchase kitchen table and small pub table to be delivered on 04 APR 13. After purchase, I was told kitchen table is not in stock and it would be delivered in one month. 02 May 13, I called and spoke with [redacted], the Floor Manager, to ask how come my kitchen table has not been delivered and he told me "You will receive it in another 6-8 weeks, but no guarantee." He did not offer a resolution or possible compensation for the opportunity cost I have incurred. On my receipt/invoice they wrote and it clearly states "4th April" in the delivery date section. I understand unforeseeable things happen which effect service, but I feel I was deliberately mislead to believe would receive all of my furniture on 04 APR 13. I cannot accept to be lied to on a continual basis. I am an active duty Soldier and they said they "Support our Troops" which was/is one of their selling points.Desired Settlement: 1-Ackowledgement, 2-Table from showroom or 3 Refund or 4-For them to offer any possible resolutions.

Business

Response:

Business' Initial Response

I have passed the customers resolution requests onto the sales managers at the Florin location and once of them will be contacting the customer to resolve this matter with the customer.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

[redacted], the Floor Manager, called and he was only willing to offer to refund the $39 delivery fee. My invoice, which they hand wrote, states my entire order would be delivered on the 4th of April. I was willing to take the floor model, but he refused my offer. He wouldn't even offer an apology.

Business' Final Response

I left a message for the customer to call back so we can set up a date for us to pick up the chairs in his home. We will gladly process a refund as well.

Review: I purchased a bed for my Aunt who is disabled. Recently the bed fell apart, when she was laying in it. This caused tremendous back and shoulder pain. We called customer service and informed them of the one year warranty we had on the bed. This is the series of events that occurred-Customer Service offered a technician to come out 1.5 weeks from the day we called-My aunt has no where to lay down, again she is disabled, so she had to lay down on my pull out sofa-that is not made for long term use or to carry her weight-So we are persistent and the manager, [redacted], offers to come to the house 3 days sooner than previously offered. -Technician comes to the house to evaluate and fix bed-The technician informs us the bed was put together w/Staples and GLUE and crossbars on the bed was never installed for additional support. The technician also proceeded with fixing the bed, then noticed the bed had two cracks and was unable to proceed any longer with the repair. -We were notified that in 3-4 days we will get a replacement for the frame of the bed or a brand new bed. -This is day four-no technician, no bed, customer service that keeps transferring our calls.My aunt is suffering in pain because she is not comfortable and is trying to heal from the fall.Desired Settlement: For the lack of customer service, broken promises, unprofessional, lack of compassion for the disabled I am requesting a full refund and replacement for the bed. Also reimbursement for the sleeper couch which I recently purchased from becks. The pull out bed is not made for long term use for a 310 pound woman. The bed is now making noises and we have to have my aunt lay on there because, She Does not have a bed at all to sleep on.

Business

Response:

Ms. [redacted] purchased the "[redacted]" youth bed with trundle. This bed is designed for use in a youth bedroom environment and as noted by the customer in her complaint, the individual that uses this bed exceeds that criteria.

Furthermore our technician noted that the bed is set up with a "slat roll " as a mattress foundation. These are generally used on bunk beds or in conjunction with center support legs that extend from the slats to the ground. With a trundle unit under the bed, the center support legs cannot be used to support the mattress.

Even with these conditions we did in fact facilitate the manufacturer's warranty and replace the damaged items. Also note that we added additional slats to increase support. We did however inform the customer that they should use a mattress foundation or box spring unit for or future damage may occur.

Review: I purchased several pieces of furniture including a leather two piece. I was not interested in purchasing any additional insurance, but the sales lady told me, "by my having children, it would be beneficial for me to get the [redacted], and that it would cover everything, from a cut, scrape or scratch on all my furniture." I called Beck's back in September to get information for [redacted], but no one ever returned my call. I finally located my receipt and recently put in a request to [redacted] to come and repair a scratch on the right armrest, and the leather is actually peeling under the left armrest. My loveseat is only two years old. [redacted]'s response was, "they do not make repairs on scratches or peeling". I explained what was told to me by Beck's, and they apologized, and said I had to deal with the company. I have made several attempts to contact Beck's management department. Have left several messages for [redacted], and she has not responded. I want my money refunded in full. I would have never purchased this. I think it is all a gimmick to get more money from consumers.Desired Settlement: I want my money back.

Business

Response:

Business states that the consumer was issued refund on 11/09/2014.