Beck's Furniture Showroom

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: The company required that my purchase of 1 bedframe be split into two contracts (one for the frame and the second for the drawers that go in the frame, where each was charged a service fee. Also, the price of the bed was increased by $200.00 without being told and when asked for a clear receipt of payment was told that one could not be provided. After I got the bed I had further questioned the contracts, and was told I should just read it and it's my fault if I don't understand. I am a college graduate and feel I am fairly educated, but this was too confusing and seems to contradict itself because of the 2 contracts. The day before my first payment was due I received calls to make a payment and then multiple calls the day of and after. When I got behind on payments due to an emergency surgery, I was told they couldn't wait and would send men to my office to harrass me until I paid or returned the bed. I tried to make a payment online, it auto populates a total and will not allow you to change if you can only pay a smaller amount. In addition, the final payment MUST be made in the store.Desired Settlement: I am so tired of the harassment to both myself and family regarding this purchase. Although I feel I am responsible for the actual cost of the bed, which should have been $1200.00 plus tax, minus the nearly $600.00 I have already paid. I do not feel that I should be responsible for the interest and additional charges due to unfair and unclear business practices.

Business

Response:

This customer was financed through [redacted], they are a third party finance company that works with customers with sub-prime credit. We have only one sales order in our system for this customer with no additional charges. It sounds like she has defaulted on her payment plan with RAC acceptance and is dealing with them. We show no communication with her since the delivery of the sale.Unless there is something wrong with the original order as delivered, the customer will have to deal with the finance company not us.

Review: We purchased a couch from them on sept 26, 2011 for$1,079.95. In addition we purchased a five year warranty for $99.95. In July of 2013 I contacted the warranty company and sent them pictures of the couch. They sent a representative to our home and said it was a manufacturers defect but that they would fix it anyway. We never heard back from them. I called several times and did not receive a call back. We then went to the becks showroom with pictures of the couch and were given the phone number for customer service. Becks customer service has not bothered to even return our calls. We are extremely unhappy. The middle cushion of the couch is totally deformed and sunken in and looks really bad. We think a couch should last more then two years especially if you purchase a warranty. We would really like to return the couch for a refund since I am so upset now but will settle for a replacement or just for them to fix the awful thing.Desired Settlement: Since hey have been so unresponsive we would like a refund so that I never have to step in their store again. To bad because the sales person was pretty wonderful.

Business

Response:

We warrant all product to be free from manufacture defects in material or workmanship under normal use for the period of one year from the date of delivery. This is noted on the back of the sales order which is reviewed and signed by our customers. Additionaly this customer did not purchase a "warranty" from us. We only sell "protection plans" and they cover accidental damage only. That being said the protection plan company did perform a service and repair to this customers merchandise in August of 2013. I have attached an email from our customer service department to the protection plan company with their response.

Review: I bought a luxury gel mattress for 1300 dollars at the end of October. Within a month we went to put a bed skirt on and found mold growing on the back side of the mattress. The matress was off the ground and the mold was only on the matress not the box spring. There is no way water had been the cause. Nothing was on top or the sides. I called immediately and the customer service lady was very rude talking to me like I was stupid. She asked me a few questions and one was if the plastic was left on the box spring. We've always left it on to preserve the boxspring from getting dirty. She informed me that with the type of bed I got you have to take the plastic off because moisture can get in and cause mold. Every one I've asked has never heard that and if that was the case why did the deliver people who set the mattress up not warn us about this or take it off. They set it up and said okay its ready. She then told me to either put it in the sun or put baking soda on it or I can even buy a chemical they sell to kill the mold. I should not have to kill the mold! I want a new mattress! They neglected to tell me important information and I didn't pay 1300 dollars for a mattress with mold! Frustrated, I got off the phone and called my father who took me too the warehouse super center. I spoke with a lady who worked there who told me that for a high end mattress like that I better get a new mattress. She gave us a number to a customer service supervisor who never called back. We left messages but no call. I'm at the point now that I will have the payment made into a money order for the date but they will not get a payment from me until I get a new mattress.Desired Settlement: New mattress

Consumer

Response:

Customer states: I have not received communication from the company as of yet but since receiving their message I will accept that they are working to resolve my issue. If they do not contact me then I will follow up with the Revdex.com.

Business

Response:

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

Review: Couch is broken after 3 months of purchase,broken 2nd time with in month of repair. Now I want it replaced not a repair again.

I bought a couch, loveseat ($1471) and a bed ($1174) on 11/20/12 and got delivered on 11/26/12. We found on 03/04/13 that middle seat of couch is completely falling back, and support frame on the bed is broken, I complained in the showroom with pictures on the same day. Technician came on 03/10/13, they took the couch on 03/21/13 and same couch was delivered on 04/05/13 after the repair, they came with the support frame and replaced it on the bed. Again on 04/29/13 we noticed that the same middle seat of the couch is falling back, I went to the showroom again with pictures and explained to the manager that I don't want the same couch to be repaired and wanted a replacement, he told me that they cant do any thing in the showroom and has to go to customer service and he forwarded the case to customer service. I called Customer service from there and asked for manager, the reply was manager is not in office for 1 week, nobody was there to handle at that level and customer rep. told me that they can get the technician for visit only on 05/15/13, after 16days. once again I went back to the manager in the showroom, he told me the same thing again that he cant do anything. Technician came yesterday (05/15), took the pictures and went, today (5/16) customer rep. called me and told me that they want to take it back again and repair it, I insisted that the I want a replacement, but she told me that they can only repair per manufacturer policy. And she said they will take another 15 days for parts, she can boot for a pickup on 01/06/13.

Purchace date : 11/20/12

Model:XXXXXXXXX/XXXXXXXXX

OrderNumber:XXXXXXXZACI

Payment Amt :$1471.11 + $99.98 5yr protection

Payment method : VISA cardDesired Settlement: out of 5 months, it was not working 2 months, and they repaired it twice in 45 days.

I want a replacement or refund for this couch and loveseat, I cant go on getting this repaired, and keeping it for months and months broken waiting for the technician and repair.

Business

Response:

Business' Initial Response

Customer was repaired in our shop within the past 30 days for frame issues. It was delivered back and 24 days later he reported that the frame was broken again. Since it takes a substantial amount of force to break wooden sofas frames, Beck's feels that it is not a 100% a manufacture defect and are only willing to do another shop repair to replace the frame boards. This is what the manufacture warranty calls for, is repairs over replacing and the customer has been made aware of the warranty rules. He was spoken to on 5/16 and disagreed with us repairing the sofa again and told us he would take other other routes in getting the sofa replaced. At this time the service is still open and the only option available is for a shop repair. If the customer agrees we will schedule a pick up and repair it here in our Rancho Cordova warehouse and return to him at no charge when all repairs are completed.

Consumer's Final Response

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

I paid money to keep the furniture with Becks for almost half o the time. Now they started false allegations that its not manufacture defect and forcibly broken, giving the impression that they are doing a favor by doing repeated repairs. I am on vacation and will not return to California until 12th Jun. I will take appropriate action once I return.

Business' Final Response

There are no way to provide attachments here. We are offering what the warranty covers a shop repair.

Review: We purchased a leather sectional from Becks Furniture in Rancho Cordova, CA on 9/27/2015. Shortly after we took delivery, we noticed that 2 of the 6 seat cushions seemed to be very flat and didn't bounce back like the others did. One week later we went into the showroom and were told to call customer service about the issue. Customer service asked for photos of the problem cushions and an overall photo of the sectional, which we sent via e-mail. They called us on Tuesday 9/6/15 and said that there was definitely a problem and that they would exchange our sectional for the floor sample. Unfortunately, the floor sample has a gouge on the front part of the sofa, so we asked if they could exchange for a new set, which they do have in stock. We got a call back the next day saying that they changed their mind and that we would not be receiving any exchange at all. They said that the seat cushions were "normal". Needless to say, we're extremely disappointed. Two of our seat cushions are flat and it feels like you're sitting in a hole when you're sitting in those two spots. The rest of the cushions are fine and bounce back to normal volume.Desired Settlement: We would simply like to exchange this sectional for a different set as customer service said they would do. We would even be willing to exchange for the floor sample, but due to the damage, we would expect a discounted price.

Business

Response:

The product in the customers home has the same appearance as our showroom and all of our available inventory. It is a soft loose seat. We do not want to exchange the set in the home for new inventory from stock due to the fact that it will feel the same as the set in the home. We are willing to exchange the sectional for the floor model, with a $100.00 discount, as a courtesy with the understanding that we will only do this one time.

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.

We have been to the showroom 3 different times since our purchase to look at the floor sample and the floor sample does not sit the same as our sectional. Ours has two cushions that do not rebound and feel like we're sitting in a hole. We would be happy with an exchange for the floor sample with the $100 discount. Thank you for your quick response. Please call us to set up a time for delivery.[redacted]

Review: We picked up a bonded leather sofa from the Folsom Blvd location 12/30/08. Even though the sales lady assured us REPEATEDLY that the sofa would not crack, peel or flake, it started to crack, peel and flake within 2 or 3 years, well within the 5-year warranty period. We had someone from Guardsman (Beck's furniture insurance company) come to take a look at it some time in 2012 (not sure the exact date; have been calling Guardsman to find out, but no one answers the phone). He said it was a manufacturer's defect, but that it would not be covered unless we had accidentally punctured the sofa. They refused to honor their warranty.Desired Settlement: Refund our $1,299.85, which includes the price of the seemingly worthless protection plan

Business

Response:

We have extended an offer to this customer that they have accepted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Defective Power Recliner AND Defective Power Loveseat. Service slow and unprofessional

Defective Power Recliner and Loveseat.

Power Recliner Original Order # XXXXXXXXXXX

Power Loveseat # XXXXXXXXXXXA

On 6/27/2011 we purchased a power recliner from Beck's Furniture in Rancho Cordova. We also purchased the 5 year furniture protection plan. On 7/26/2012 the power chair stopped working, no power. I called Beck's and someone was sent within a week. The chair was picked up and we were told it would be about 6 weeks for a new motor to be delivered from China. After that 6 week period I called about 3 times to find out WHEN we would get our chair back. I also asked if we could just trade the defective chair in for another model. I was refused this option. I spent literally hours on the phone trying to get a manager to email me or call me, with no success. Finally a customer service rep (not [redacted] the Customer Service manager) called me to set up an appointment to have the repaired chair delivered. THAT was 12/10/2012. Almost a 6 MONTH wait. A new motor had been put into the chair. When the service person delivered the repaired chair he mentioned that there was no reason why the power recliner had needed to be taken back to the store. He said he could have repaired it in our home.

Now the motor on a matching power recliner loveseat has failed and I will start the process for a second time. The leather on the loveseat has also faded on the head area and seat due to wear and this piece is less than 2 years old. I am very disappointed with the Customer Service Management at Beck's. It is very unprofessional NOT to return calls or emails. It appears this recliner and loveseat are of inferior quality and I would like a refund. Ideally, I would like both pieces refunded as they are a matching pair.

I am still waiting for a reply from the Customer Service Manager regarding the loveseat. I left a message on 7/25/2013. I called again on 7/26/2013 and was told that she was off for a couple of days. Today is 7/30/2013. Still no reply.Desired Settlement: I would like to be contacted in a timely manner and not have to keep calling the store with no response.

I would like to get a refund for both pieces as they are a matching set and I have issues with BOTH pieces.There is the concern that the power recliner and loveseat will fail again.

Business

Response:

Business' Initial Response

I just spoke to the customer yesterday 7/30/13 she e-mailed me pictures to pass to the manufacture, she is aware it should take possibly a week to get a response on what can be offered from the manufacture on the loveseat

Consumer's Final Response

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

Beck's Furniture and [redacted] in the Customer Service Department have followed up with my complaint to my satisfaction. [redacted] was consistent with communicating what was happening in regards to the manufacturer. We were able to go to the store and choose another loveseat. I appreciate the stores attention to this matter and will continue to shop there and recommend the store to others.

Business' Final Response

Customer [redacted] was delivered all new merchandise on 9/2/13, we took care of her and the manufacture allowed return of the defective merchandise.

Review: My wife and I decided to have our money returned from becks furniture because after three months of waiting for a bed we wanted to purchase, they were unable to fulfill our order so we asked for our money back. We were told that we had to wait 7 days for a refund in the form of a check although we had given them cash. We were unhappy with this however we had no chose but to wait. Nearly three weeks later we are still waiting for our refund. What can you do to help us? Are there any legal courses we can take? Please help and lets put an end to this business practice with becks furniture.Desired Settlement: We'd like our refund and any legal avenues we can take to stop this type of practice from becks furniture.

Business

Response:

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.

Consumer

Response:

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]

Review: I purchased a California King Temperpedic mattress & bed frame from Beck's Furniture at the Madison Ave. location in Sacramento. I have a 30 day warranty on the Temperpedic bed (per their guarantee) and was advised by Beck's Furniture that the bed frame, which cost $2798, would be guaranteed along with the mattresses. Also, a $199 warranty fee.I am not happy or satisfied with the mattress or bed frame and arranged for Beck's Furniture to pick up the two items on Sunday, December 28, 2014. I was told by an employee at Beck's Furniture that the bed frame would be picked up and my money refunded to my credit card. I then called today, Dec. 27, to confirm that they'd be picking up the items and was told that only the mattresses would be picked up and a total of only $3,399 would be refunded to my account. The customer service rep that I spoke to couldn't answer my questions surrounding the pick up of my items nor my refund. She instead said I have to wait until the earliest Tuesday, Dec. 30, to speak with a manager who would then decide if I am to receive a full refund or not. This is not what my contract reads nor what I was told when I purchased this mattress & bed frame. The total that should be refunded is to me is almost $7066. I also think that my account should be credited to me the very day they pick up their mattress & bed frame. I'm extremely unsatisfied with the degree of customer service and the lack of knowledge as to if and when they'd be refunding my money. I was specifically told that all my money would be refunded per the warranty. I was even told by one associate that store credit would be given to me. I do not wish to purchase not one more thing from Beck's Furniture so a store credit is totally unacceptable. I still have to pay the credit card off! And store credit won't pay that!! Oh, I also requested to speak with any type of manager and was told that nobody was available till Tuesday. I then asked for Corporate information and was told that she couldn't give that info out.Desired Settlement: I only want what is coming to me. A full refund for a mattress & box spring (that is very uncomfortable to me.) I want a total refund of the money I spent on the mattress & box spring. I want the amount credited to my Beck's Furniture credit card for the box spring and the mattress amount to be credited to my VISA card. Beck's Furniture Credit Card: $4434VISA Credit Card: $1000 Ending in [redacted]VISA: $1566.66 Ending in 0015Total amount due to me is $7066.66. That's what I was promised!

Business

Response:

This customer was delivered a Tempurpedic mattress and adjustable base on November 23rd. She called in to our store on December 2nd requesting a refund. She was told by our customer service manager that we would facilitate the manufacturers warranty which requires the customer to sleep on the product at least 30 days and that the mattress only would be authorized for return. Adjustable bases are not eligible for return per the factory warranty. The customer then contacted us again on the 24th of December at which time we set up the return of the mattress only for the 28th of December. The customer contacted us on the 27th to confirm the pick up at which time she was again informed that we will only be picking up the mattress. She stated she wanted the base picked up as well. We told her it was not authorized to be returned.We picked up the mattress only on the 28th of December and the customer submitted this claim.The return policy has been accurately communicated to the customer throughout the sales and service process. We cannot return the bases.

Consumer

Response:

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!!!

Consumer

Response:

I have attached the reciepts provided to me

Business

Response:

We stand by our original response. This customer was informed throughout the sales process of our return policy. It is clearly documented on the back of the sale invoice and the customer signed the invoice acknowledging that they reviewed these policies at the point of purchase.

Consumer

Response:

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.

Business

Response:

See the information below. It is a screen print of our computer system reflecting the "R" refunds that were processed on the 9th and 11th of Jan.$2566.66 was refunded to her Visa card and $1212.26 was refunded to the finance company. She spoke with our staff accountant and this was explained we also forwarded the confirmation of the refund slips via email and we have not heard back from her since.

Review: On November 7, 2013 I purchased a complete living room set from Beck's (included a 1 year warranty)and I purchased an additional 5 year warranty/protection plan (total cost $2,085.21). The first sofa delivered was defective (right arm broken/loose), I did not accept delivery, the second sofa delivered, I questioned it's right side seating area, the delivery driver assured me it needed to be broken in, that the sofa was on it's right side in transit and that it would (in time) even out. I accepted his word and the sofa. In September we were in Beck's looking for a King size headboard and saw the salesman that sold us the living room set ([redacted]), I told him about the issue with the sofa, the right side is very uneven and since I had back surgery I can't sit on that side of the sofa, [redacted] said "you're still under the 1 year warranty" and he brought us to the customer service counter to schedule an appointment for a service tech to come out. On 10-10-13 the service teach came out and said yes, the couch is defective and would issue his report to customer service. I got a call stating they won't do anything about the sofa, it's normal wear. I argued that with NO kids, or Pest only 2 adults after 6 months this is NOT normal wear, they agreed to send a tech out again to "stuff" the cushion. 10-30-13 after the tech stuffed 2 inches of foam into the cushion it's still was not corrected. When you sit on the right side you lean to the right (since I had back surgery, this is painful and I can not use the right side of the sofa)the tech again said the sofa needed to be re-placed or brought back to the warehouse to corrected properly. Customer serviced called a few days later and again stated, the manufacture says that is "normal wear" and will not exchange or fix your sofa. I said then Beck's need too. The warranty needs to honored, by the Manufacture or by Beck's. The warranty is still within the 1 year time frame. Beck's is responsible for customer satisfaction, per their web site!Desired Settlement: I want a replacement sofa - if stuffing 2 inches of foam did not correct this problem, obviously the sofa is defective!I'm a medically retired peace officer - I have a rod and 2 screws in my lower back. I purchased the electric reclining sofa specifically so I can raise and lower my legs to reduce the strain on my lower back.

Business

Response:

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.

Consumer

Response:

The complaint I filed on 9-22-14 (#[redacted]) has still not been resolved!

Review: Ordered PLUSH mattress and salesman wrote FIRM mattress and delivered the wrong product. Beck's refused to take it back since plastic bag was opened

My family went to Beck's on 9/7/13. Since the sale rep was very helpful and informative so we decided to buy several items (6000$ worth) from Beck's. We told the sales rep [redacted] that we wanted the FULL PLUSH mattress and we repeated that several times to him. It took him a long time to handwrite all the items that we ordered. Finally, he came back and tried to talk us into buying his warranty insurance. When we refused, he sent his manager to talk us into buying warranty insurance and we refused again. Finally, the sales rep came back to tell us that he would move the numbers around by taking amount off here and there so that our cost for warranty would only be $50. We were so tired by then that we agreed to $50.00. After he was done with the invoices, he showed us these papers and showed the amount he adjusted. The sales rep did not go over each item that we would be receiving. When the products were shipped on9/15 and put together, we noticed that the mattress did not feel the same. We checked the mattress tag and it turned out to be FIRM not PLUSH as we requested. I called customer service on Tuesday 9/17 and the man said he will email the sales rep [redacted] On Thursday 9/19, I called the salesman [redacted] and his tone of voice changed. He said if the plastic bag is opened there is nothing he can do. I said I did not realize it was the wrong product until I lied on it. He said it is my fault if I did not read the invoice. Well, the invoice is filled with handwriting numbers and words that no one can really understand unless the salesman went over his own handwriting. I told him that the reason why I bought so many items from him was because I trusted his sincerity and that I can contact him anytime with problems. He then transferred me to his manager [redacted] The manager's tone of voice was very condescending and hostile. He said If I bought $6000 worth of items then you I be more careful at checking items. Also, he became irate and kept saying I am accusing him of lying and that I am calling him a liar. I tried to call customer service to speak to [redacted] but could not get through. I guess these people only care to make 1 sale then quit because with their horrible customer service ( not live up to their words) who would want to come back!

Sales order #:XXXXXXXJFRY, item #XXXXXXXXX, [redacted] Desired Settlement: I would like for Beck's furniture to replace the firm mattress that I never wanted with the PLUSH mattress that I ordered.

Business

Response:

Initial Business Response

The customer received her mattress set on the 15th of September and accepted and signed for the product. She then contacted us on the 19th of September to inform us that she had been given the wrong set. We pulled copies of her original order and verified that she had received the correct product. All the paperwork reflects that she did in fact order and pay for a "firm" set. Additionally, we have a no return policy on mattresses. This is gone over at the point of sale and it is clearly stated on the back of our invoices. We will however, allow this customer to reselect provided she is willing to pay a restocking fee of $199 dollars.

Review: I HAD ORIGINALLY PURCHASED A MATTRESS SET FROM THE SHOWROOM. TWO WEEKS AFTER PURCHASE THE ITEMS WERE SUPPOSED TO BE DELIVERED. UPON DELIVERY THE BOX SPRING FOR THIS ITEM WAS NOT IN THE TRUCK OR ON THE MANIFEST. UPON CALLING THE STORE WE WERE HUNG UP ON MULTIPLE TIMES BEFORE GIVEN TO OUR SALESMAN. HE FIGURED OUT WHAT HAD GONE WRONG, AND WE WERE TOLD THAT OUR BOX SPRING WOULD BE DELIVERED THE FOLLOWING MONDAY AT 5:30PM. WE WERE CALLED MONDAY AT 1:00PM TO BE TOLD OUR DELIVERY WOULD BE THERE IN 10 MINUTES. AFTER CALLING THE STORE WE WERE TOLD THAT THEY WOULD BE THERE AT 3:30PM, AND THAT IF WE NEEDED TO RESCHEDULE WE WOULD BE CHARGED A FEE. UPON CALLING THE STORE AND SPEAKING WITH BOTH THE STORE MANAGER AND DELIVERY MANAGER WE WERE TOLD THERE WAS NOTHING THAT THEY COULD DO AND THAT WE WOULD HAVE TO RESCHEDULE. I PERSONALLY ADJUSTED MY WORK SCHEDULE TO ACCOMODATE THE 5:30PM SCHEDULE, WHICH IN TURN HAS NOW PUT US OUT MONEY BECAUSE OF HAVING TO ADJUST THE SCHEDULE. I TOLD THE MANAGER THAT WE WOULD NEED TO RETURN OUR MATTRESS FOR A FULL REFUND, AND HE SAID OKAY CALL OUR CUSTOMER SERVICE DEPT. THE ENTIRE THING WAS ENTIRELY UNPROFESSIONAL AND UNETHICAL.Desired Settlement: WE WOULD LIKE TO HAVE OUR ENTIRE PURCHASE REFUNDED, ALONG WITH PICK UP OF THE MATTRESS, REMOVAL OF THE CREDIT INQUIRY ON MY FIANCE'S CREDIT SCORE, AND COMPENSATION FOR THE TIME MISSED AT WORK.

Consumer

Response:

I am writing in regards to complaint number [redacted]. I am writing to let you know that I was able to fix my schedule at work and not miss any wages. I also wanted to let you know we were informed there were no returns on mattresses. We are making the attempt today to reschedule yet another delivery of the product, as we do not want to fight with the company any longer. We do still want the complaint filed, but the resolution of the problem has changed. We would like this issue to be acknowledged by the company, with plans set in play to prevent it from happening again. The store we went through is the corporate store, and think that they should be handling their business and issues with more respect towards their customers.If you have any other questions or concerns please let me know.Thank you

Business

Response:

We do apologize for the inconvenience, the sales associate is relatively new and used the mattress only item number when entering the sale in our computer. We have gone over this with the associate and they are aware of their mistake and how to prevent this from happening in the future.I am not sure what happened with the phones we are still testing our system. Regarding the delivery time frame, we do not have the ability to set specific time frames this is due to the fact that the routes are computer generated. This is explained at the point of sale and also noted on the back of the sales order so I am not sure what more can be done to inform our customers that we cannot set specific delivery time frames.Again we apologize for the inconvenience and will continue to try and resolve these issues.?

Consumer

Response:

We are rejecting your response for multiple reasons that I will further explain in detail below. After receiving our mattress order incomplete we took the time to contact the business to find out why. While I completely understand that the order was placed into the system incorrectly, this wasn't the primary issue that prompted my complaint. We called Becks after the delivery that day, and my fiance was then hung up on multiple times by your customer service department. Once he asked to speak with a manager he was finally transferred to [redacted] to discuss the issue. We also understand that it is policy to not give out a specific time for delivery, and it may be on the back of the receipt stating that. We were told by a representative of YOUR company that the new delivery would be set for Monday at 5:30pm, and we didn't question that because of the fact that the error was made by YOUR company. We both received a phonecall on Monday at 1:00pm informing us the delivery truck would be at our house in 10 minutes. My fiance took the time to go ahead and call the store to find out what was going on.He spoke with a CSR, and was then transferred to the Delivery Manager. The Delivery Manager informed him that the latest that he could deliver this item was 3:30pm thatday, and that if that didn't work there would have to be a reschedule, which would include a fee. At one point in the conversation a response from the Delivery Manager was made towards my fiance in a very aggressive and challenging way. He was not only disrespectful during this phone call, but lacked all remorse toward the fact that it was HIS company that messed this up for now a second time. Never once apologizing or attempting to actually find a resolution that worked for everyone. I then took the time to call the store because I had adjusted my work schedule that day to adhere to the delivery time that was given to us. Meaning that if we had to indeed reschedule again, I would then be out money because of it. When I called I spoke with a CSR, who then transferred me to the Delivery Manager. When I spoke with him he said that he couldn't deliver it past 3:30pm, but could reschedule for Thursday. Again lacking all ability to present any compassion or remorse toward your customers. I told him this was unacceptable because this was something that was messed up by Becks and has now affected my income. I informed him that something would need to be figured out today, and that this item would need to be delivered today. He placed me on hold for a few minutes before someone picked up and said, “This is [redacted]”. That was it, no other introduction. After asking who he actually was, he informed me that he was the Store Manager. I told him the issue that we were having and he apologized for the “miscommunication” withabsolutely no genuine aspect to the apology in the slightest. He placed me on hold to see if there was any “discount” that he could offer. After coming back he informed me that because we took advantage of a promotion in your store, where delivery was free if you spent over $899.00, he could not offer anything. I told him that this situation was unacceptable and that if that were the case we would need to go ahead and return this item. His response was, “Okay, well go ahead and contact our customer service department to set that up because I don't want anymore miscommunication. Thank you”. No sincerity in anything that he said and the attitude of “I don't really care that you're having this issue, so let me pass you off”. I contacted the customer service department and was informed that the store does not accept mattress returns. Convenient. While I understand why mattresses are unable to be returned, do you not think that should have been mentioned to me by the STORE MANAGER? I informed her that I had spoken with [redacted], and she said she would get in contact with him and her manager and get back to me. I never received any call back from any CSR about the return. After speaking with my fiance we decided that it was too much stress and chaos and to just reschedule the delivery. My fiance called and spoke with the Delivery Manager, who then told him that he wouldn't be able to reschedule the delivery until the merchandise was back at the store. Even though when I spoke with him the day prior he was ready to reschedule us. He told my fiance that once it came back though no one would be there to reschedule and that he would call him in the morning to do it. Of course the next day a call was never received for the reschedule. My fiance then called the store again and spoke with [redacted] our salesman, after being hung up on AGAIN by your CSR. He informed us that there would be a $107.00 delivery fee added onto it, and that he would speak with his manager to get that taken off. After he spoke with his manager he took off the fee, and then rescheduled the delivery for Thursday. I requested that his manager give me a call that day to explain to me what happened with everything and why. I received a phone call later that day from your sales manager [redacted]. He graciously apologized for the entire situation with pure sincerity in his voice. He was the FIRST of your employees to actually genuinely apologize for the situation, and come up with a plan to find a solution. He was the FIRST of your employees to listen to my concerns and frustrations, apologize, and come up with a resolution. He informed me he would call me Saturday to make sure that our delivery went well, and to give me the update on the discussions being had with the owner, vp, and other managers about this situation. He was the FIRST of your employees to make an effort to follow through with us. We are rejecting your response to this issue because the service we received was not only disrespectful and unethical, but purely ridiculous. The primary focus of profit based businesses SHOULD be customer satisfaction, and that was vastly lacking with your company. It took us three weeks to receive our entire order that we purchased for over $900.00. We spoke with three different managers with your store, and only ONE presented any sign of customer service or attempt at a resolution that worked for everyone. My fiance was hung up on multiple times by your CSRs, and primarily one named [redacted]. While you can make the excuse that it was the “phone system” this seems to be a WIDELY known issue with your company per Yelp reviews. We were return customers that have spent a decent amount of money, planned to do so in the future, and sent a lot of people your way. It took this one week of pure chaos to keep us from ever stepping foot inside your store again. Between the two of us we have over two decades of customer service background, and are both absolutely appalled at the way we were treated. We were both absolutely appalled that your Delivery Manager had the audacity to challenge my fiance. We will also be telling our story to many people that we know, and urge them to take their business elsewhere. Because of the lack of training, and customer service skills displayed by Becks Furniture you will be losing profit. Our only hope for this situation is that you take the issues that I have listed out, and implement a plan to make sure they DO NOT happen to anyone else. Thank you.

Review: Not recieving dresser after paid in full from my mother.

My mother [redacted] and I went to Becks in March yo pick out a dresser. We saw the dresser and decided to get the whole bedroom set. We paid for the set in full. We were told that the dresser would be dropped off in 6 weeks. We waited 6 weeks, and no dresser. We then, went to Becks to find out that it would be here in two weeks. Then we got a message that the back order is still not here, we were told to wait for another two weeks. The manager only gave a 10% discount for late arrival when we demanded it the first time. The second time the customer service reps cut the phone out when my mother was trying to deal with our late arrival. This is not good customer service! So now we want either the dresser before the two weeks, or them to take the whole set back and we will go elsewhere. Desired Settlement: See above-refund on the whole set or dresser

Business

Response:

Business' Initial Response

The customer has a chest that is on back order with the manufacture. The ETA (estimated time of arrival) for this chest is late June. This merchandise from this manufacture comes from overseas and is traveling on container, that is why the ETA sometimes changes and that is also why it is an estimated time of arrival. The customer was given a discount and it has already been refunded to her. The merchandise in the home is past our 3 day return policy and for it to be considered for return that approval would need to go through upper management.

Review: purchased a TV media stand with built in fire place and was set for delivery. Two days prior to delivery I got the call with the four hour time frame. Literally 10 min to arrival, I got a call from the driver telling me that my media stand door had been damaged some time while on the truck. They stated that assuming it is in stock, I should NOT have to wait too long before re-delivery; I would not be placed at the back of the line. Sadly, this was a lie. I received a call next day telling me that they can't deliver for almost another week. I now am forced to have my tv on the floor while I host Christmas at my house (this was supposed to be delivered well before Christmas). I am told there is nothing they can do and that I am placed at the back of the line. Unacceptable. I paid a delivery fee and, though it is an accident, I should be accommodated sooner for their mistake.Desired Settlement: It will not probably make a difference for me by the time this complaint is looked into. Ideally, I'd like my purchase delivered sooner. However, as this may not happen, compensation for my inconvenience would be nice. I also hope I can maybe help prevent this from happening to someone else in the future.

Business

Response:

This customer was already processed for a refund of her delivery fee and a new unit was delivered on December 27, 2015.

Review: We bought a power recliner and loveseat from BECKS. After delivery chair would not work. We called BECKS 10 minutes after truck left. They told us nothing could be done. We asked what they wanted to do about it. We can send a technician out in couple weeks. We said just bring us another chair but they would not do that. Finally after several calls(nobody ever returned a single call) we said send the tech and if he can,t fix bring another chair on next delivery day. came several days later said motor burned out would have to order parts should be in a few weeks. We called and said to send another chair but because tech came we had to wait for part. Nobody at store will do the right thing. Customer service means nothing to them. Don,t ever shop this store.Desired Settlement: Just bring another chair so we can forget about filing complaints with state of Ca.

Business

Response:

We exchanged this customers chair on the November 24th. I don't see any further issues with this customer in our files.

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: We ordered 3 identical couches. They are made with a defect that has already started to punch 2 holes in each couch.

I have made about 3 phone calls and 2 email complaints to BECKS now. Our new couches have 2 holes starting in each one. All back has done is send a person out to look at it. This was on 7/27/13.

This person agreed this was a defect by the couch manufacturer. He told us that it was noted and we would hear back from them. It has now been almost 6 weeks and we have not herd anything back.

We have been told that we could return the couches, I am not sure if that still stands. We would be happy with similar couches without the Defect. Desired Settlement: We have been told that we could return the couches, I am not sure if that still stands. We would be happy with similar couches without the Defect.

At this point I do not want these couches, or any made the same way. If it is made with this visible defect, what else may wrong that we have yet to find.

Business

Response:

Business' Initial Response

We just spoke to the customer on 9/5/13 and we set up the customer for the necessary shop repairs that are needed for the merchandise. We are picking up the merchandise on 9/15/13 and have told her it is about a week for the turn around time in the shop.

Consumer's Final Response

The day after I emailed them and filed this complaint, we got a phone call. They said they will fix the ones we have. But would leave us without our couches for up to two weeks.

Review: We originally purchased our furniture through Becks along with the protection plan, our sofa sleeper had a mechanism go out and Guardsman came out to fix the issue, it was not repairable so we were told we needed to re-select our sofa at Becks. We went into Beck and worked with [redacted], while re-selecting we were not sure if the sofa we wanted would fit in the space.[redacted] assured us if it didn't fit it was not an issue.After selecting our sofa we were told it would be in stock within 2 weeks, we waited 3 weeks and never heard from Becks as we told we were going to.We called to follow up and got the response of yes,it was in,yes its been sitting there however, no one contacted us for delivery. We then made contact for delivery, the delivery showed up as scheduled unfortunately the sofa didn't fit through the door.The delivery drivers took the new sofa back to the store with them and informed us we would receive a a call in regards to where to go from there.We waited and never heard from them so we called to follow up,fast forward 5 days later to now we have called over 17 times trying to get a hold of a customer ser[redacted]e manager to tell us where we can go from here.We have been told different stories in regards to only getting a $300 credit on an order totaling $1071.90,we never took the sofa why we would not get our money is beyond me. The real disgust is the way we are being treated and talked to,I have had the customer ser[redacted]e rep tell me 5 times they will let her know of leave a note on her desk.I have been told look"I spoke to you yesterday lets see if you can understand what im saying,I cant help you you have to talk to her she said you have to get a refund from the financial company (which makes no sense)"I was told "im not the only customer she has to deal with she said you and 150 other customers want to talk to her to so you'll just have to wait"and I find it very funny any time I call im told shes not available AFTER they ask who is calling.More to tell but only so much space allowed.Desired Settlement: I originally wanted to get a refund and re-select a sofa sleeper. After being treated the way they are treating us I want a full refund however, with the lack of customer service I highly doubt Becks is going to stand behind their customer service and refund our money.

Business

Response:

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

Consumer

Response:

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

Response:

Again I apologize for the delay regarding this matter. I have verified that we have issued the refund notice to the finance company and we anticipate them refunding the account in the next 48 hours. I have also authorized a $100 in store credit for the customers inconvenience.[redacted]

Review: We purchased a reversible sofa chaise May 26th. We realized it had a factory flaw in the chaise cover, it had a tear. I immediately called Becks customer service to let them know about the issue. They assured me the matter would be taken care of and not to worry. After waiting over three weeks they called with an appointment time. I called them back and rescheduled for afternoons then they tell me she said she would make a note of my 1-5 time request for the last appointment of the day on Wed. So on the 17th you can imagine my surprise when they showed up at 8:45. So I called again finding my request for the appointment change she had said oh its for July second 1-5 slot.So the technician shows up at 9:50 and just leaves the part. I called again they then told me they would not and could not accommodate my time frame and they would not let me return it. They sold me damaged merchandise and then promised me that it would be taken care of. Its 30 days later and they have yet to resolve this matter. They should have disclosed all of their policy practices for the technicians and not led me on until it was too late for me to walk in and return the item. Only after that time has past I was basically told I'm out of luck that they will not accommodate the time I am available for the technician to come out.Desired Settlement: I want a full refund, I did not purchase new furniture to get damaged merchandise and have to repair it myself.

Business

Response:

The customer contacted us on May 26th and said the chaise cover was coming undone. We offered to exchange the merchandise but she did not want to

bring it back for an exchange so we agreed to order a new cover for the chaise and replace it as soon as it arrived. The customer was given a 4 to 6 week estimated arrival time on the cover and we explained that no exchange would be possible in the future. We received the cover on June 17th and called and left a message scheduling a service for June 24th. When we arrived at the home on the 24th however, the customer wasn't there. When we contacted her

she said she had called in to reschedule, so we rescheduled the service for July 2nd with an 8 to 12 time frame. Unfortunately once again when the technician arrived at the home the customers son answered the door and said the customer was not at home and would not be home. At this point our technician left the chaise cover with the son

just in case the customer would rather put the cover on themselves than wait and reschedule again.

The customer called in and spoke with our service manager. She said she had spoken with someone and

they had promised her she was supposed to have a 1:00PM to 5:00PM time frame. We apologized for the misunderstanding and explained to her that we cannot schedule a time frame due to the way the services are routed but we can schedule the day. The customer then raised her voice saying that we should have told her we do not go out at specific

times when she called in. We again apologized and offered to reschedule. She said she wanted the technicians phone number to set her time frame with them

herself. We again told her that the services are routed by the computer and that we can only schedule the day. We did inform her that we do contact the customer 2 days prior to the service with a four hour window and that we can call her 30 minutes before the technician arrives. She said Friday is the only day she does not

have school so we offered to schedule her for Friday with a four hour time frame 2 days prior. She said "you

know what I would rather just return it." We let her know that she could not return the merchandise as it had been in use for over a month. She hung up on our associate.

Furthermore we contacted the customer on July 4th and offered her a service on Monday the 7th between 1 and 5 as requested. The customer raised her voice and let us know that she had filed a complaint with the Revdex.com and that she was going to wait.

We will continue to offer support in facilitating the manufacturer's warranty for this customer.

Consumer

Response:

I am rejecting this response because:

Review: I purchased a sectional earlier this year and it was broken. They have yet to replace it.

I purchased the sectional earlier this year and it was apparent that something was wrong with it. When I finally had someone come out to my house I was told I would be one of the 1st calls but by the end of the time allotted is when the rep finally showed up only to confirm it was broken and that he couldn't fix it nor did he had the time. I have tried calling and calling and nothing has been done. At one point they wanted to take half of the sectional to "fix" it at their warehouse. This is unacceptable to me as I will be left with half a sectional and it is small to begin with. I would just like a replacement for a refund and this is what I stated before. Desired Settlement: I am disappointed in this company as I had done business with them before and was never treated this way before. I would just like a refund now as I have tried and tried to get this matter resolved to no avail.

Business

Response:

Business' Initial Response

We have done an inspection for the customer already and we have offered a shop repair for the backrest frame that is broken or another technician in the home to do the repairs she has refused both. The customer has had the merchandise since November 2012 we are working off of the manufacture warranty and the warranty calls for repairs. We are not offering a replacement of this set, just to repair the backrest frame.

Consumer's Final Response

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

Customer service has been HORRIBLE. I have called and called many many times and they NEVER call back! I will NEVER do business with Beck's furniture again. I recently purchased a kitchen table from [redacted] and one of the legs was broke. I called, they transferred me to customer service and I had it exchanged in 2 days!! Since I purchased this sectional I have left many many many calls to customer service and NO ONE had the courtesy to called back. I finally out of sheer determination and frustration talked to the sales manager who said she would get someone to call me back and true to her word she did but this was after I threatened her with bad reviews. The only recourse I would like is to have a refund. When I called Becks about my sectional they had someone come out AFTER MONTHS and I was told I would be the 1st or 2nd customer to be taken care of on that day. But true to Becks track record the tech came 30 minutes before the end of my allotted time and told me he didn't have time to fix it! Nothing but LIES....I will never deal with Beck's again. I did my part and tried to let Beck's know about my problem right away but they never call back. Then when they do come over they have to come back to pick it up to fix it so guess what? Another appointment! My sectional if falling apart! I WANT A REFUND!

Business' Final Response

I have e-mailed the pictures to the Revdex.com.

A back rest frame needs to be repaired we have even offered to do the repairs in the home and not in the shop.