Beck's Furniture Showroom

Review: I bought a a bedroom set from becks furniture and when I picked it up from the the store and brought it home I took it ut the box and the foot bored was seperated defected so becks told me to return it so I return,d it and picked out a more expensive one thinking im gonna get my moneys worth which came up too $2865.96 and I wanted them to deliver it and put it u well becks delivered it an I hadnt set on the bed yet so finally I fixed the bed and my 10 year old daughter sat on the bed and we heard a crack on one side but we didnt think anything of it so my daughter came around to the other side of the bed to show me a book she had gotten from the library and she sat on the other side of the bed and she fell threw the bed bumping her head on the foot boared so we looked under the bed and had seen that the side boards of the bed had came apart and was defected I also looked on the other side where we heard the crack and the other side was also defected and cracked apart, I contacted becks and was told twice on different occations the a manager would call me back no one never called I keep calling becks and all I get is an answering machine, and I got a call from a automated system saying I would receive more railings for my bed but I told becks I am scared that the same thing would happen and I needed to talk to a manager to resolve this issue cause I paid someone to come and repair my side boards cause I really liked my bed set and I need to be confiscated so while waiting on a manager to call me back it still hasnt happened I also emailed pictures [redacted] showing the defected areaDesired Settlement: I would like to be credited back the extra money back that I have paid out and for labor time and stress this has caused me due to me having to sleep on the floor and my 10 year old falling threw the bed, I would like the extra $1237.41 plus a warranty for my california king bed set I purchaed, this is my second bed set that was defected

Business

Response:

This customer was delivered the set on the 12th of February in the afternoon. We logged a call on the 13th of February at which time the customer informed us of the problem and that they had modified the rails to effect a repair. We offered to exchange the rails with new ones and the customer refused.We were not given an opportunity to correct the problem and therefore will not be refunding the customer the money requested. We will offer the customer a refund in the amount of $100.00 for their inconvenience.

Consumer

Response:

I am rejecting this response because: I do not want anymore defected bedroom sets from becks this is my second bed that was defected and the same day the last bed was delivered that same day it also broke and I had to have it fixed I will not except any rails from becks because its just a waste of time and it could be defected I do not want to take that chance again becks furniture has to be defected if this is the 2nd bed set I had to get from them with that being said I need a refund for the balance I had to pay on the bed which is not worth it and also a year warranty incase I have further issue, ive already contacted a lawyer and we're waiting for your response. Thank you

Business

Response:

We have sold hundreds of these sets over the past several years with no problems. We tried to correct the problem however the customer refused to allow us to exchange the defective rails.We will not refund the money requested.

Consumer

Response:

I am rejecting this response because: this is the second bed set that is defected and im scared of getting another defected bed set I will be contacting my lawyer on this matter

Review: We purchased a sofa sleeper form Beck’s on November 26, 2014 with a five year warranty. In less than a year later, we had a technical come out to see why the sofa was leaning to the right. He took some pictures of the area and said the spring was sprung. He ordered the parts accordingly from the Service Manager [redacted]. At this point we asked for a refund do to the fact that the sofa was than a year old and defective, with an extended warranty. We were told by [redacted] that the mechanism was not covered. She stated that the warranty only covers tears to the fabric and stains only. Out of frustration, we called out local TV station, channel 13, and talked to Luann, their consumer advocate. She called me back about 4 weeks later saying, she had just talked to Beck’s to no avail. Less than 5 minutes later Beck’s called us saying the part was in, and they set up an appointment the following Tuesday for installation. They stated that they would call three days prior which was a Sunday. When questioned about calling on Sunday, they said they are open seven days a week. No one called on Sunday and no one came on Tuesday as per schedule. The sleeper sofa is a faulty product, with a bogus warranty, and their customer service is atrocious. They are now telling me the CSM is not [redacted] but [redacted]. The sofa sleeper was not used by myself or y wife, we have recliner chairs we also made on this purchase, which are also breaking down quickly. In addition to the sofa sleeper deficiency stated above, we had some friends form Florida stay with us recently and we had to use the sofa sleeper. After the first night they were so sore from sleeping on the bed, we had to go out and purchase a air bed for them to sleep on. Sincerely Michael Montagna Sr.Desired Settlement: Even though Beck’s sold us an five year extended warranty on our sleeper, they have failed to resolve out issues and have been ignored. We are asking for a refund because the sofa is defective and not usable. On numerous occasions I have called Beck’s to speak to the manager, and was put on hold for 15 plus minutes without speaking to him, thus leaving a phone number to call back. Today after waiting twenty minutes, I was told he was not available again, we have not received a call from the manager. We are Senior citizens on a limited budget and feel we have been taken advantage of with this piece of poor quality sofa bed with a phony warranty. Any help would be greatly appreciated.

Business

Response:

We facilitated the manufacturer' warranty by replacing the mechanism. With regards to the "protection plan" not a "warranty" It is designed to be used in the event of an accident. It does not cover normal wear and tear or manufacture defects.

We replaced the sleeper mechanism and the product is now factory normal. The comfort of the bed is not a defect it is factory normal. There is no further warranty issue that has been stated so there is nothing further for us to do.

Review: Hello, my name is [redacted]. I would like to get help to resolve a situation since I have been waiting for Beck's to resolve it but they have not respected the agreement we made. Now I want them to return everything I have paid total when we made the agreement. All this for breaching the contract. Did not keep to the 45 days agreed to. They did not follow through with their part of the agreement and I did. That is why I would like the total of $1,706.24 that is for not adhering to our agreement.Desired Settlement: Refund of $1,706.24

Business

Response:

This customer put a $500 deposit down on January 5th of 2015. On February 2nd we contacted them and told them they needed to pay the balance of the order. On February 11th we removed one of the items on the sales order for a customer that was paid in full and was ready to take possession of their merchandise. On February 14th this customer paid the balance of their order and took receipt of the sofa and loveseat. They were aware that the item that had been removed from their order was back ordered with the factory at that time. On April 19th we contacted the customer and informed them that their order was in stock and ready for pick up. The customer said that they would be in to pick up in early May. We have not heard from them since.This customer has had the sofa and loveseat in their possession since February 2nd and we cannot allow them to return the merchandise. We will void the remaining daybed and refund their money if that is what they would like.

Consumer

Response:

I am responding to my complaint towards Beck's Furniture.I am not in agreement that Beck's only refund the amount for the bed. I want everything that I paid them. Since I followed through with my part of the agreement of 45 days of which they did not. I want everything that I paid them including the amount paid for the sofas- $1,700.

Business

Response:

These are the notes from our system, we contacted the customer on Feb2nd to pay their balance and pick up all of their merchandise. They failed to do so and we unreserved the daybed. Two weeks later they came in and paid their balance and took receipt of the sofa and loveseat, at which time they were given an ETA on the daybed of the end of March or early April. We contacted them on April 19th and let them know the daybed was now available. I have also attached a copy of the back of our sales orders with the paragraph titled "Approximate arrival dates" the image is light but you should be able to read it. I apologize it is the color of our order forms. There was not written or implied contract that was broken. We did everything we could to satisfy this customer and we feel they are being unreasonable in their request. CUSTOMER WILL PICK UP NEXT MONTH S 05-JAN-2015||SLSP#1 KPC CHGD TO KPCC BY RAG ON ALL LINES FOUND. 06-JAN-2015||LM TO PAY BALANCE AND P/U MERCH.... KPCC S 02-FEB-2015|Contacted to pay balance and pick up merchandise.|CUST SAYS THEY BE COMING IN SOMETIME NEXT WEEK TO MAKE PYMT MNS S 07-FEB-2015||LINE #5 (SKU #[redacted]) UNRESERVED FROM 00-X15308 BY JTG. 11-FEB-2015||PICKUP DATE CHANGE FROM 30-DEC-2049 TO 14-FEB-2015 BY CMBX. 14-FEB-2015| Customer picked up Sofa and Loveseat. Knew that daybed was backordered.|IVC CNT:1 PU:0 EMP:CMBX APP:LRM SCR:SOM CON:pts/265 14-FEB-2015||CUST DECLINED INSPECTION.. S 14-FEB-2015||KPCC CALLED CUST TO LET KNOW OF ETA BY THE END OF MARCH EARLY S 09-MAR-2015||APRIL CUST MIGHT WANT REFUND ....KKM:) S 16-MAR-2015|SPOKE WITH CUST. LET HIM KNOW ITEMS ARE IN & HE SAID HE WILL S 19-APR-2015|Contacted customer to pick up daybed.|BE IN TO PICK UP END OF APRIL EARLY MAY. PLEASE HOLD FOR CUST. S 19-APR-2015||HE IS ALREADY UPSET THAT MERCH TOOK SO LONG. S 19-APR-2015| I hope this helps, [redacted]Executive Vice PresidentBeck's FurnitureCell [redacted]

Consumer

Response:

This note is to respond to the furniture store. First of all on Feb., 02, 2015, they contacted us to tell us that we could now pick up the furniture from our agreement(contract) that was signed for 45 days. Whereby, my husband, asked them to give us more time to pay these pieces of furniture and they refused. That is why my husband told them that we would be going on Saturday Feb., 07, 2015, as our distance was of 1 and a 1/2 hours (130 miles) and it was a Monday. Whereby, we went and they did not have everything so we decided to return on the date, Feb., 14, 2015, that they had gave us for complete delivery at which time the bill would be paid in full. However, at the time we returned, it just so happens that the order was not complete. They gave us dates after dates all while my daughter and my son sleep on the floor. On March 9, 2015. we went again but before entering the store, we called them and it turns out the order was still not complete. They then went on to give us another date of which the 30th of March 2015. Whereby, we called again and it turns out that it would be until April. They don't take into consideration the distance, or the time, much less the comfort of my children to rest. Whereby I respected the contract signed and paid and on the 45 days and they, at the moment of payment and pick up of merchandise, did not comply and I demand all my money returned, $1,806.24 including that of the sofas and if you would like check the conversations so you could understand what was discussed over the phone.

Review: I bought a set of couches in folsom They told me it is real leather and I paid $4,345 for them. They delivered it to me and after 3 months they started to peel. When you sit on the recliners you waist hits the wood boards and gives pain. They came to "fix it" by adding some foam. 3-4 months passed and they started to completely peel. We only use the couches at night to sit down with family. I call back and told them to come out and see what is happening. Technician came and took pictures and opened a case. I called them and they told us that they will review the case with the manufacture. I started calling them almost everyday to find out they will do. They told us to wait 3 weeks till they will get a response from manufacture. We were waiting for the call to see what can we do but Apparently they ordered parts for the repair and haven't called us and told us that they ordered them. We told them we want a refund and they don't want to even talk about it. We put some much money into this set thinking these will last for a while and that they are real leather because they told us this is real leather. Having real leather for 4 months is not leather. On the receipt it says that it is harness leather. I did research and it showed that harness leather is 100% leather. This is bonded leather. They don't want to listen when we tried talking to them. They ordered parts for repair without our authorization they order parts. They gave us no choice only for repair. Every time we asked about refund they didn't even want to talk about it. They are doing their job terrible and unprofessional. We are not satisfied with this product at all. I called them almost everyday asking when will they get the parts. When the got the parts they didn't notify me either. I always called and followed up. Without my permission they did everything without calling me. All our friends who bought real leather have their couches for more than 5 years and they look like brand new. Ours look like garbage and a year didn't even pas.Desired Settlement: I want this problem to be resolved by getting my refund back. I put so much money for these couches. Please help me solve this problem. I tried talking to customer service and manager and they don't want to even talk about it. This is a lot of money for couches that got messed up less than a year. I paid cash and the rest on credit card. The paid the full amount by 4 months.

thank you.

Business

Response:

This customer purchased the sectional in Dec of 2014. They contacted us in March of 2015 stating the backs of the two end pieces had become soft. We performed a courtesy service adding foam and fluffing the backs. We had no contact with the customer from that time until September 14, 2014. At which time they requested we take back the nearly year old sectional. We asked what the problem was and they stated the leather was peeling. We asked if they could send photos and they declined stating the photos would not show the problem.We have explained to five different people who are contacting us on behalf of the customer that we are facilitating the Manufacturers warranty by replacing parts.The customer does not want this and is insisting on us taking it all back. We have repaired the sectional and have tried to set up the delivery of the repaired merchandise however, the customer is refusing to accept delivery. This product is a leather leather-match. Which means the areas that you sit and touch are 100% leather, the other areas are a bonded product.

Consumer

Response:

We contacted your company Mid-March asking for a technician to come out and inspect our couch because when we sit down our spinal area hits the backboards. I never said the couch is soft. The guy came out and put a piece of foam saying that now our backs won’t hit the boards. We have a paper proving that he made comments claiming you can feel the frame’s backboard. I don’t know where you got that FALSE information about our couch set being soft. When it is noted in the paper clearly. In early September we contacted customer service the second time stating that our couches are peeling although they didn’t ask for evidence. They told us a technician will come out and take a look. A technician came out and he took pictures of the couch. We have a video when it started peeling. Four months later the couch got even worse. I demand your company to take it back because it is not real leather. Real leather doesn’t get messed up as fast such as ours did. We are refusing to take it back because we don’t want to have this problem again. You are saying where you sit and touch is real leather although that can’t be true because it started peeling where we sit. When we got the couches those were the same exact words we were told. We paid so much money for that couch knowing that they will last for at least couple years, however they turned out being awful. We spent all our holidays for almost 2 months without couches sitting on the floor with 5 minor children. When we are gathering in the evening the whole family sits on the uncomfortable floor. We are not satisfied with your service. We have some proof of evidence attachments.

Review: My husband an I had decided to buy some furniture for our living room. It was in the month of July 2014. There were lots of deals running at Becks furniture. We went over an spoke to their sales rep. & their finance department . We had the option to go thru their finance program called "Acceptance Now". So their Employee ran some numbers, an told us we qualified for their program, Acceptance Now, for $2000 , with 3 months free of interest, an zero down. So my husband & I said ok , an we went around Becks an found a couch , love seat, coffee table, with 2 end tables. We stayed low under our $2000 credit limit, making our total about $1700 . So we sat down went over a few things before we signed papers .We said that we wanted to pay our bill for the furniture on the 1st of every month because we only get paid 1time a month , an its always on the 1st. They said ok thats fine, an we signed our papers an wrapped it up an headed home to wait for our furniture to come . So we made our payments on time on the first of each month , Dec 8, 2014 my husband an I got into a really bad accident an we were hospitalized . So in January being still in the hospital we failed to make our payment on the 1st. So we wound up making the payment around the 15th of january. During the time we were in the hospital an afterwards til present time, Becks employees from Acceptance now. Has been calling my 80 year old mother in law , my brother in law, my sister in law, during the time they are at work, an not calling us . Asking our family to pay our bill. Since the one time we had been late they will call us my husband an I at 7:30 am on sundays , up til 9 pm at night calling our whole family. 2 days before our bill was even due. Becks has changed our due date , after we told them the 1st. An wanting us to late charges since they changed the due date of the 1st. They harass us & my family, calling my husbands phone, up to 22 times in one day on a Sunday. My 80 yr old mom 11 times on a sunday. Harassing UsDesired Settlement: As customers Of Becks, we are wanting Beck's & Acceptance Now , to call only my husband & I , not my 80 yr old mother who has had bad health issues , my Brother in law, & my sister in law, at all times of the day over & over, at their work , which has caused them problems at their work putting their jobs in jeopardy , causing my sister in law to be reprimanded an on probation for 30 days , due to the continuous calls not recognizing the phone number thinking it was an emergency.

Business

Response:

This issue is between RAC Acceptance ( a third party) and the customer. RAC is not part of Beck's Furniture Inc. I have forwarded this complaint to our corporate contact in hopes of finding a resolution for this customer. We will follow up with RAC next week and see if they have made contact with our customer.

Review: I purchased a sofa and love seat set from Beck's Furniture in December 2014. I also bought a 5 year warranty. By January 2015, the sofas were falling apart. The cushions and arm rests were wrinkling and ripping. We could not sit on the sofas without sinking into them. After making several calls, we finally managed to get a technician out to see the sofas and make repairs. After two visits, the problems worsened and we asked for the company to put our warranty into effect and replace our sofa and love seat. I was asked to send pictures of the faulty products to their head office on three occasions and they determined that the proof was insufficient - they told me this when I inquired after three weeks of not hearing back. I have been trying to get a hold of the manager in customer service since the end of May 2015. It is now August 2015. I have tried calling on all times of the business day and am told the manager is not in or is busy. I leave messages that are never returned. My payment plan for the sofas is done and now I have lost the money and am left with sofas that I cannot use. We paid for these sofas with great financial hardship so it is truly upsetting that we were promised something and it fell through.Desired Settlement: I would like our money to be completely refunded or for us to be provided with new sofa and love seat. I want to be contacted by the head office and an apology for the issues we've dealt with. We went through such a hard time paying for this product, thinking it would pay off once the sofas could be used by my family.

Business

Response:

A little of two months after delivery this customer contacted us about a staple poking through the edge of the seat cover. We sent a technician out and determined that one of the staples had been installed incorrectly and was now poking out. We facilitated the manufactures warranty and re-stapled and installed new covers. The customer wasn't happy with the service and wanted new product from the beginning, so once we completed the repairs the customer complained that she wanted a new sofa and love seat. We explained to her that we follow the manufactures warranty and they only authorized the repair of the product. The complaint about the cushions came later and upon inspection it was determined that it is normal wear and tear. This customer has been informed that they did not purchase a "warranty" we do not sell them. They purchased a "protection plan" that covers accidental damage only. We have serviced this customer returning their set to "factory normal" condition. We have explained our "protection plan" policy, and informed them that we cannot authorize an exchange and refund their money.

Review: My experience with your Rep [redacted] was completely unacceptable; I was left completely appalled and perturbed with the disregard and dismissal tone.

On Friday September 6th 2013 I was extremely excited for the arrival of my recently purchased Robert Michael's couches from Beck's Furniture. The sales representative, [redacted] was super helpful and cut my delivery fee down by 50%. My purchase experience was a pleasant one.

However Beck's Delivery process was quite the opposite. My delivery time was between 11:30-3:00, which was done between in the times agreed. Delivery staffs arrived approximately at 1pm, but to my surprise were not prepared to do their job. There were two delivery men, [redacted] the diver and his assistant (name unknown), as they attempted to bring in the first piece of my couch, they hit the entry way of my front door, later to find out they had scuffed/ripped the leather on my new couches. Then they told me my couches would not fit through my front door. I asked them if they would be able to bring them through my backyard sliding glass door. [redacted] was willing to try but his assistant seemed hesitant, as if it were a problem, due to it may take a little more work to bring them through the back instead of the front. I showed the assistant the sliding door and without any thought he said, they were not going to be able to fit. I suggested allowing me to look for a measuring tape so we can measure, if in fact, it will not fit. I walked from my back door to my front door looking for my measuring tape, to my disappointment I could not locate it, as I was approaching the assistant by the back sliding door, told me "I already measured it and it's not going to fit". I asked "what do you mean? Do you have a measuring tape?" He said "no." Confused I asked him, "Well how do you know they will not fit?" He told me he used his forearm as a method of measuring. My jaw dropped! To my disbelief he advised me he will be rejecting the delivery and furniture will be sent back to Beck's. At this point I was fed-up with their little effort to even get close to a successful attempt of bringing in my couches. I then asked them to just leave the couches here; when my Husband gets home he will know how to bring it in. I took a picture of the damaged area and promptly called customer service, spoke with Rep named [redacted] I stated the delivery men had just left my home 5 minutes ago and proceeded with explaining the above. [redacted] asked me to send her the picture via e-mail and that her Manager "[redacted]" was out until Sunday 9/8/2013, and to expect a resolution at that time.

Meanwhile, I was so upset; I reached out for comfort of my Husband. After hearing the ordeal I had to go through with the delivery staff, he was livid. My Husband extremely upset, advised me to call back customer service and have the entire delivery picked up.

I called the customer service line back and spoke with [redacted] did inform me the delivery guys were no longer in my area. I explained to him what the problem was and he told me they would not be able to come and get the couches today but they would be able to come the following day which was September 7th. I told him that was fine but I have nowhere to store the couches and stressed the issue that they would have to be picked up today. [redacted] informed me to call REC "financing dept. that I went through" and they should be able to come get them. I asked [redacted] if REC and Becks delivery department was the same company or departments. [redacted] told me with confidence that they should be able to come today and pick up the couches. So I did call REC and told their kind and friendly agent what happened. Rep advised me to call Beck's customer service and ask to speak to a supervisor as REC has no association with the delivery.

Spoke with Rep [redacted] now being my fourth call regarding my dilemma and events that toke place earlier with the delivery process. Rep told me the earliest they could come back to get the furniture was Thursday September 12th. I tried to explain my situation but Liz would not allow me to complete my sentences. (Continued below)Desired Settlement: . I kindly asked her to please let me finish as I was allowing her the same courtesy. I continued to ask if [redacted] scheduled a pick up on 9/7, per our prior conversation. [redacted] replied "no he did not, because we do not have any openings for tomorrow." I informed [redacted] that [redacted] had confirmed delivery staff would be able to come the same day. [redacted] abruptly said "[redacted] did not say that, because he sits right next to me and I did not hear him say that" I asked [redacted] are you calling me a liar? Disregarding my question, [redacted] continued to say "when you first called in you told me the delivery guys damaged your door not the couches." At this point, I was extremely upset and frustrated; I have never experienced this kind of "customer service" in my life. Initially [redacted] advised me he could send a driver back the following day, which according to [redacted] was not booked. My experience with your Rep [redacted] was completely unacceptable; I was left completely appalled and perturbed with the disregard and dismissal tone. I asked for her Managers name and phone number, she advised Manger's name is [redacted] but failed to provide me with a phone number. I was previously informed calls are recorded. After ending the call with [redacted] I called back and left a voice mail message on [redacted]'s line. I mentioned my disapproval of the customer service I received from Rep [redacted] and asked to have our call pulled for review. I have yet to hear back from [redacted].

However, I did come in contact with the delivery manager on 9/7, which was very helpful and apologetic. As a Courtesy he will be refunding the delivery fee as we carried the furniture inside ourselves. He advised me only the Customer service Manager has the authorization to refund fees. I told him okay, no problem, as I am expecting a call back from [redacted] anyways.

I made a second attempt to get in touch with [redacted] on 9/8 and was on hold for 17 minutes to have someone hang up on me. I called right back and was on hold for 13 additional minutes and was hung up once again. (Attached is a copy of my call log)

I am a first time and LAST TIME customer of Beck's. I was excited to go shopping for a long time needed upgrade of my couches. My Family and I are a hard working family, like every American family two thousand dollars, does not come easily. But I believed that making a purchase with Beck's furniture would in the long run turn into an investment. I was ecstatic to receive my delivery, which quickly turned into turmoil due to the poor service and incompetence of staff. I was denied the enjoyment and relaxation of my new couches. My couches sat outside in the sun on my drive way for four hours, I had to await the arrival of my Husband to help me. My Husband and I were forced to carry our now damaged couches into our house through the front door. This was not a light task, the 3 piece set to complete the couch were extremely heavy. I am not use to hard labor; as a result, my back is now sore.

Due to the dissatisfaction and horrific customer service experience, I am requesting half off my entire purchase. I will save my photos and email them to upper management if needed.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] Vice President

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@becksfurniture.como

I spoke with the customer prior to receiving notification of this complaint. I hope we have resolved this on our own.

We have pulled statements from everyone involved and these are my findings:

1. Our delivery teams are tasked with making the decision as to whether or not they can safely deliver product into a customers home. In this case they tried and obviously were unable to do so without causing damage to the home and the product because they actually damaged both in the initial attempt. Our teams are paid commission on what is delivered so, when they attempted to bring the product back to the warehouse it was at a loss of pay. Their incentive is always to complete the delivery.

2.When the customer directed the delivery team to leave the product in the driveway she accepted responsibility for that product. Our trucks are routed via a computer days in advance and customers are contacted and given time frames and expecting their deliveries. When she called into customer service 30 minutes after they had left and expected the truck to turn around and come back and pick up the product, that was an unrealistic expectation. The truck was already on its way to another town with many more stops ahead. The communication with [redacted] and [redacted] was overheard by our internet inquiry department and there were certainly opportunities for training that we will use, however, [redacted] and [redacted] both apologized and told the customer that we could not come out and pick up that merchandise that evening. Furthermore, there were long moments of silence overheard while the customer continued to demand that we turn around and go pick up the product. In [redacted] statement she said:

"The customer started to yell again stating that she was going to have me lose my job and that I would be unemployed here real soon. Again I apologized, explained I have documented everything in our system and my manager would be in on Sunday and I would also email her. The customer was still yelling at me to come pick up today and I explained again why we were unable to have a truck go back and get the pieces."

I believe this customer made a decision that her boyfriend/husband did not like and she tried to change that decision and was unhappy with having to "send back the furniture." When I spoke with her she loved the furniture and just wanted it in the home and was very disappointed that the delivery team couldn't make that happen, but it worked out because she and her boyfriend were able to get the furniture in the home. I apologized for the trouble she had with the delivery, I told her we appreciate her taking the time to send us an email explaining what happened. I told her I would set her up with an in-store credit for $100 in addition to refunding the delivery fee. She told me she had seen a dining room set that she wanted and would use it to purchase the set. she thanked me for calling her. We will not be refunding any further money on this order.

Review: Bought a sectional, got an extended warranty, was told it covers any kind of damage, contacted becks for damage,was told warranty only covers accidents

I bought a sectional on Jan 15 2010, was upsold an extended warranty. I was told that it covers any kind of damage for 5 years and helps increase the life of furniture. Recently, parts of sectional's top layer started peeling on it's own. I contacted Becks, was told to contact the warranty company (Guardsman Elite). They told me that as this is not an accident they will not take any corrective action. Re-contacted becks, regarding extended warranty, customer service opened a complaint, after 3-4 weeks I received an email stating manufacturer warranty is good only for 1 year.

On 6/1/2013 I contacted customer service regarding my complaint, I was again told that manufacturer warranty is good only for 1 year. I asked about extended warranty, was told that Becks is not responsible for it as it is a third party warranty. I told them that Becks sold me the warranty and salesman told me that extended warranty covers all kind of damages, even accidental damages. Customer service person again told me that Becks is not responsible for third party products (which is funny, as all the retailers sell third party products, including Becks). I requested customer service to send me an email stating the same, to which she answered that they are not obligated to do so, moreover its an sales issue so customer service cannot help and then she hung-up the phone.

Then I went to the store in-person, asked for sales department's manager. Instead a customer service manager came to meet me, he is the same person who sold me this sectional. He told me that as the extended warranty is a third party product, they cannot do anything and warranty only covers accidents. Upon telling him that he told me that warranty covers all kind of damages, he said he never said that. Then he suggested me that I should go and file a law suit in a court or a consumer court, he will not do anything regarding my complaint.Desired Settlement: Either the sectional should repaired or replaced. If this is not possible, I would like a refund.

Business

Response:

Business' Initial Response

This customer was spoken to at our Folsom location on Saturday June 1st and he was instructed that the extended warranty covers what it says it covers and the warranty does need to be read by the consumer. Beck's facilitates a manufactures 1 year warranty and the customer is 2 years out side of that warranty Ashley Furniture covers there leather products for that 1 year. There is nothing that we can offer through the manufactures 1 year warranty because it has since expired and that was explained on June 1st. We will not be providing and coverage or any refunds to this customer.

Consumer's Final Response

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

Yes, I was instructed to go and check out the what is covered section of warranty and I did that. Point 5 of what is covered states that "Any puncture, cut, tear, and rip from single incident" is covered

And, the business has not responded to my complain about the manager and customer service person telling me that Beck's Furniture is not responsible for the warranty as it is a third party product. In the response Becks has wrote about 7 lines and 5 are regarding the 1 year manufacturer warranty, where as my complaint is about the extended warranty they sold me and are not owning it now as it is a third party product. As far as I know, they don't sell any of their own product.

So this time if the business can reply specifically to my complain, it will be appreciated.

Business' Final Response

We feel this complaint has been responded to. The customer asked us to replace, repair or refund and that is not an offer Beck's will take since the merchandise is out of warranty. Now if the customer has filed a complaint with Guardsman and was denied then we feel his problem is with Guardsman the extended warranty he did purchase. When he was in the Folsom location and spoke to [redacted] the customer liaison the customer was fully understanding of what was explained to him. That we are unable to cover the furniture it is out of warranty. If you have not filed a claim with Guardsman you should read the warranty then file a claim. The manufacture is not going to cover the merchandise. There is nothing further we can offer as [redacted] explained to him when he came into the store.

Review: On Nov 2011 I BOUGHT A QUEEN SPRING AIR MATTRESS AND FOUNDATION SET $430.95 FROM BECKS FURNITURE. AFTER 6 MONTHS THE MATTRESS STARTED TO BREAK DOWN AND CAUSING TWO PEOPLE TO SINK IN THE MIDDLE.I CALLED BECKS AND THEY SCHEDULED TO HAVE A THIRD PARTY INSPECTOR COME OUT.THE INSPECTOR TOOK A STRING AND MESSURED FROM CORNER TO CORNER AND DETERMINED THAT IT WAS 1/4 OFF. HE STATED WE WOULD HAVE TO WAIT ANOTHER MONTH FOR THE BED TO BREAK DOWN MORE BEFORE THEY WOULD REPLACE IT. AFTER THREE MONTHS THE SET WAS FINALLY UP TO CODE SO IT WOULD NEED TO BE REPLACED.I WENT INTO THE STORE I UPGRADED TO A SIMONS SPRING AIR COSTING ADDITIONAL $323.25.AFTER 3 MONTHS THIS NEW UPGRADED MATTRESS STARTED DOING THE SAME THING.THE INDIVIDUAL COILS AND FOAM WOULD NOT RECOVER AFTER SLEEPING ON IT.SO I CALLED BECKS AGAIN THEY DID THE SAME THING AS BEFORE SCHEDULED AN INSPECTOR TO COME OUT.SO I HAD TO WAIT ANOTHER 4 MONTHS FOR THE BED TO SHOW IT WAS BROKEN DOWN ENOUGH TO BE REPLACED.SO THIS SET WAS REPLACED WITH ANOTHER SET AND AGAIN AFTER 5 MONTHS THE SAME THING HAPPENED.THE MATTRESS AND FOUNDATION WAS REPLACED.AFTER 3 DAYS LATER AT 2:00AM I HEARD A LOUD POP.THE FOUNDATION BROKE IN HALF.SO I CALLED BECKS AGAIN AND THEY DELIVERED ANOTHER FOUNDATION.AFTER 6 MONTHS AGAIN THE BED STARTED SINKING AGAIN. SO I CALLED BECKS THEY SENT OUT ANOTHER INSPECTOR.WHEN THIS INSPECTOR CAME OUT HE TOLD US THE REASON THE MATTRESS WERE BREAKING DOWN WE DID NOT HAVE ENOUGH SUPPORT.I HAVE A POSTER BED THAT REQUIRES 3 SLATES I HAVE 4.I CALLED CUSTOMER SERVICE AND SPOKE TO [redacted] SHE WAS VERY RUDE AND STATED THAT SHE TOLD ME THE REQUIREMENTS AND WOULD NOT DO ANYTHING FOR ME AT THIS TIME.THEY REQUIRE THE BED TO HAVE 3 SLATES AND A CENTER SUPPORT.THIS WAS THE FIRST TIME I HEARD THAT AFTER ALL THE INSPECTORS WHO CAME OUT.SO I FEEL THIS WAS JUST AN EXCUSE NOT TO REPLACE IT AGAIN. I STARTED TO DEVELOPE SUVERE NECK AND ARM PAIN BY SLEEPING IN THE BED.SO I WAS FORCED TO BUY ANOTHER BED.NOW I AM STUCK WITH A BED AND OUT 759.45 AND ITS ONLY 1 YEARS OLD.Desired Settlement: I WOULD LIKE BECKS FURNITURE TO PICK UP THE OLD MATTRESS AND FOUNDATION SO I DO NOT HAVE TO STORE IT. I WOULD ALSO LIKE ALL MY MONEY BACK $754.45 SO I CAN PUT THAT TOWARDS MY NEW BED THAT I WAS FORCED TO BUY.I FEEL THIS IS REASONABLE FOR ALL MY TIME AND HEART ACHES. I HAD TO TAKE OFF WORK FOR ALL THE INSPECTIONS AND NOW AFTER 4 YEARS I AM OUT THAT MONEY.

Business

Response:

We will be offering this customer a full refund for their inconvenience.

Consumer

Response:

Consumer states that the business has been very cooperative in the resolution process as she has now received a full refund. Consumer now considers the matter closed.

Review: I bought a sectional from Beck's less than a year ago. I hose this sectional because it was tall and I have back problems. Within the time that I have owned it, the cushions have smashed down and now it's next to impossible to get off the couch once you sit on it. I called and told the customer service agent what was going on and I was very clear- the entire couch is not supportive anymore. All of the seat cushions (as well as the lumber part of the back of the couch) have basically collapsed. She told me that Beck's "repairs rather than replaces" products and that a technician would come out to document the couch. That happened and the couch was picked up... one week ago. When the delivery men came to pick it up, they were only one going to take one side of the sectional. we insisted that the take both. That alarmed me because THE WHOLE couch has the same defect. I have tried in vain to leave messages for managers and have never received a call back. I called today and talked to customer service and they did not have an expected time of return for my couch. I am so fed up with the lack of customer service with this company and selling me a couch that would be such low quality. I have wasted large amounts of time trying to resolve this issue and I'm done dealing with them. IDesired Settlement: I want a refund for the couch so that I can buy something better quality and will not have to deal with Beck's "customer service" again.

Business

Response:

We were able to work with the factory to allow us to return this merchandise. The customer has re-selected new furniture and it is being delivered this Sunday.

Consumer

Response:

I appreciate the time that Becks put into resolving this situation. Many thanks to them.

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 August 24, 2014, My with and I went into Beck's Furniture Store to purchase a new Simmon's BeautyRest Cal King Matress for our home. We wanted to keep the same brand and style of mattress we have because of the excellent quality. When we arrived at the store, we were assisted by salesman, [redacted] who was very courteous and helpful. We let [redacted] know that we wanted to purchase a Simmons BeautyRest Cal King Mattress. [redacted] showed us one Simmons BeautyRest Cal King Mattress Recharge. My wife and I both liked it. At that time, our salesman, [redacted] told us that the mattress is not in stock now, but it should be in by Friday August 29, 2914 and I was told that they were making the mattress new. I still did not receive any phone calls during the week.

On Thursday, September 4, 2014, I called Beck's Furniture Store to inquire again about our new mattress. This time, the secretary advised me that they were waiting for a part and then she transferred me to Salesman, [redacted]. I asked [redacted] if he would check on the mattress that my wife and I ordered on August 24, 2014. He told me that he could not locate it, then he told me that it came in on Tuesday September 2, 2014. At that time I asked why didn’t someone call me and let me know. [redacted] just said lets focus on us setting up a deliver time. At the time they could not deliver our new mattress to our residence until September 10, 2014. I was very upset to say the least.

I called back on Friday, September 5, 2014 and spoke to General Manager, [redacted]. In our conversation we discussed the fact that the problem my wife and I were having with the delivery process. Mr. [redacted] was very courteous at all times and expressed his apology on the problems we were experiencing. Mr [redacted] told me that they only check for the new incoming items once a week. Mr. [redacted] also advised me that I fell through the cracks and he will try to implement a new system where this will not happen again.

By the time our delivery came for our new mattress we had to wait 19 days. We received the new mattress on September 10, 2014.

At 4:00Pm The delivery people took out our mattress and brought in the new mattress. They placed it on the bed and all looked good. At 4:15 the delivery men left. I went to place the sheets on the bed and found that on the rear end of the mattress against the wall was a rip in the mattress near the head.

Immediately, at 4:40Pm I called Beck’s Furniture Store and spoke to Salesman, [redacted] and explained the problem and the newly delivered mattress has a rip on the read end of the mattress. [redacted] advised me to call Customer Service and report it. I contacted Customer Service at 4:50PM and their recorder was on. I called the regular number and they answered. I did explain the problem with the mattress and they advised me they will contact me on Thursday September 11, 2014. When they called me I explained to them what happened. And, I did not see the rip until I was going to place the sheets on the bed. Ms. [redacted] advised me that there is no return policy on mattresses. I called and spoke to the General Store Manager, [redacted] again, and explained the issue on the mattress. I asked him if it would be possible to change the mattress from the presently damaged one we now have for the BeautyRest Cal King Pillowtop. Mr [redacted] told me he will do his best on providing the exchange. Mr [redacted] contacted me and told me that they have a credit memo for me at the store and I can come in and re-order the mattress that my wife and I want. My wife and I went in the store and picked a Pillowtop mattress. On September 23, 2014 When the mattress was delivered it was placed on the bed and I checked it over to make sure it looked ok. The following day I thought I would check the mattress over again due to making sure that we received the Simmons BeautyRest mattress. I looked at the tag on the mattress and it showed BeautySleep instead of BeautyRest which we wanted.

I again contacted Customer Service and talked to Ms. [redacted], Customer Service Mgr. In explaining to Ms. [redacted] the problem and advised her that the incorrect mattress was sent to our home. Ms. [redacted] advised me she will check inventory.

In the meantime, I contacted Ms. [redacted] by E-mail and by voicemail and asked her if they could make a mattress change due to them delivering the wrong mattress. If they could make the change instead of delivering another Pillowtop if they could just deliver us a regular Simmons BeautyRest Cal King Firm Mattress. It would be cheaper then the Pillowtop.

When Ms. [redacted] and I spoke again on September 26, 2014 she advised me that she talked to her Mangers and they advised her to tell me that I signed and they will not exchange the mattress. I will have to keep it. I explained to Ms. [redacted] that we wanted and ordered the Simmons BeautyRest Cal King Pillowtop Mattress and we received the BeautySleep.

I also explained to Ms. [redacted] we wanted the BeautyRest mattress because they are much better quality then the BeautySleep. Ms. [redacted] advised me that they will not make any exchange and told me that they sent out the mattress that was ordered and I will have to keep it.

My wife and I have been purchasing furniture at Beck’s Furniture for over 20 years and this is not real customer service satisfaction.Desired Settlement: At this time the only resolution that my wife and I would like is to have the mattress we now have picked up by Beck's Furniture and for Beck's Furniture Store to deliver to our home the mattress listed here.

One Simmons BeautyRest Cal King Firm Mattress. (No Pillowtop.)

This is a regular Simmons BeautyRest Cal King Firm mattress and is cheaper then the Pillowtop.

If Beck's Furniture Store cannot honor this and for all of the years we have been faithful Customers, then I think that they should provide my wife and I a complete refund in the amount of $971.95, for the mattress we now have.

Business

Response:

We do appreciate the long standing relationship with Mr. [redacted]. We apologize for the issues with the first mattress and would

like to offer a $100.00 refund for the inconvenience.Regarding the

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

Business

Response:

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

Consumer

Response:

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

Review: Purchased sofa. Sofa has cut on the right side, over stuffed, exposed wire in rear, some cushions has more stuffing than others. When laying or sitting on sofa causes pain to back and internal organs, also sofa causes body inching. Than you.Desired Settlement: Customer would like a refund of monies, and return sofa to Beck's. Thank you.

Business

Response:

The customer has been authorized a re-selection and the product is scheduled to be picked up tomorrow.

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. "The consumer called to say that the business came by and picked up the sofa and left documents stating that they will receive a full refund. You can close as resolve. Thank you for your help! [redacted]"

Business

Response:

Per the customers request, we refunded the balance due of $863.95 to her finance account. If the customers balance due to the finance company is less than $863.95, the finance company will issue a check to the customer for the the balance. This was confirmed with the customer prior to refunding her account.

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: Hello,

I bought a couch from Becks in May of 2015. I purchased the extended warranty. In January 2016 by couch made a funny noise. On January 16th I waited 4 hours for someone to come out for 5 min to tell me, yeah its broken. On January 23rd, I Waited 4 hours for pick up and on February 15th I waited 4 hours for delivery. When I got it back, It was worse than before. It has loud sounds when someone sits on it. I called on February 17th to tell them it will still broken. I then scheduled a pick up for March 5th. I started itching really bad on the 16th/17th, over the weekend it got worse, I went to the Dr on February 23rd and they told me I had flea bites. The couch had fleas. I called February 23rd,24th,25th and 26th calling customer service trying to get a response from management. Each day they promised they would call me. On 2/26/16 they said that all managers were out of office until Sunday. Even the operations manager. They all have Friday/ Saturdays off. I got the run around. Now I want a refund and they said if I bring the couch then they wont do anything until Sunday. Even the store manager is off these days. No one will respond to me or help me. I have spent money on creams and washes for my flea bites, threw blankets/shoes away. I want a refund and they said they will have someone call me Sunday or Monday. I just want some sort of communication and responses. I even asked for a supervisor they claim there is no one in office Friday/ Saturdays.Desired Settlement: I want a full refund of the couch and the warranty. I want to be reimbursed for the things that I have lost and for the money I spent at the Dr and the store to get the fleas gone.

Consumer

Response:

Hello,I spoke to becks, they are giving me a new couch to replace the one that is broken and has fleas. They said that it will take 2-4 weeks which is fine. Thank you for your help. I do still think they need help with customer service, and returning calls. Please let me know if you have any questions. Thank you,

Review: I purchased a dining room table and chairs along with a bed (headboard, footboard, rails) in May 2014. A few weeks later I noticed my chair seat to my dining table was cracked down the middle. At that time I called Becks they then informed me I needed to contact customer service, because all warranties will be handled through customer service. Long story short I did every thing I was supposed to I took photos, no one called me I called you, the manufacturers was contacted in late June and said it would take 4-6 weeks for your warehouse to receive that replacement seat and here we are 9 weeks later and I still have not been notified when I will be receiving the replacements. I called Friday 8/22 and your customer service rep (who I would say needs extensive customer service training) told me 2-4 more weeks. I called Saturday 8/23 and another rep told me it would be arriving this week. Which is it?Also the rail on the bed (I purchased and the same time)broke, when I contacted customer service in July about the bed they gave me the same run around. A rep came to take photos 7 days after I called and here we are August 27 and there has been no assitance in resolving these issues. This was not from me being rough with any of the merchandise, I live alone with no children so this should not be happening on brand new furniture.Desired Settlement: I wish they would replace the one chair for my dining table and replace both rails / slats for my bed.

Business

Response:

We have called and left messages with the customer trying to schedule an appointment to replace the chair seat and the customer has not called back. The bed rails are on order and shipping from China with an estimated delivery date of Oct 30th. We may have a more immediate solution that we are looking into and should know for sure today or tomorrow. We will continue to reach out to the customer and attempt to set up the service.

Review: On February 22, 2015 I went into Beck's furniture to purchase a bed. I purchased a bed and mattress. Beck's required payment in full at time of purchase. I was told that the furniture would be in on February 25th, it was then extended to the end of February. As of April 1st I do not have my complete order. In addition the furniture that was delivered was defective. The partial delivery was on March 8th and I was told that the delivery people would call me to schedule a time. Beck's does not give a delivery time until 2 days prior to the delivery date. Delivery time is based on Beck's convenience and not the customers Since my furniture was defective I made another appointment for a customer service representative to come and inspect the furniture, which was on March 31st. He said that it needed a new headboard, top shelf and foam piece to stop the wood from rubbing. I was called by Beck's on April 1st to schedule another appointment for the damaged furniture to be repaired. The soonest I had available was April 15th, afternoon appointment. They would not accommodate my schedule to repair the damaged furniture. My order was placed on February 22nd and Beck's has yet to deliver the complete order and repair the damage. Therefore I have filed a dispute with my bank, [redacted]. I have also had to cancel my ATM card and have a new one issued due to the threats from Beck's of a restocking fee whenever I call and ask where my furniture is. I can no longer deal with Beck's and thier threats, I am requesting that they pick up the incomplete furniture order and defective furniture.Desired Settlement: I want the full amount reversed and credited back to my account and Beck's to pick up their furniture.

Business

Response:

This customer has been delayed in receiving the underdrawer storage for the bed, due to the west coast port "slow down" caused by the ILWU contract negotiations. This slow down although now resolved with the help of the federal government, has created a three month back log of goods sitting at the west coast ports. Needless to say this has had a tremendous impact on our ability to fulfill orders.We have offered to exchange the defective headboard for the customer however, she can only be available in the afternoons. This is a request that we cannot guarantee will happen. Our routing system is computer generated and is done so that we can fulfill as many customer orders as possible each day. We now have the underdrawer storage unit arriving at our distribution center on the 6th of April and we are willing to deliver it and the new headboard any day after the 6th. Reschedule fees have been waved. The customer must reverse the chargeback with her bank and we will set up the delivery.

Consumer

Response:

I am rejecting this response because: Becks continues to make one excuse after another. The bottom line is in February I paid in full for new furniture which I have yet to receive my full order and what I have received is damaged. I paid for and ordered new furniture not "repaired" furniture. I will not reverse the dispute I filed with my bank against Becks and they can pick up their furniture. I can not and will not deal with Becks anymore.

Business

Response:

We have reconciled this account and found that the customers credit card company waited until June to charge her back. To compound the matter we are told that the account was closed by the customer. This all took extended time to resolve but we have now processed a check for the customer and made arrangements with the customer to pick the check up tonight.

Consumer

Response:

I am rejecting this response because:Beck's has decided to lie in there response to you. I did not close my bank account. I cancelled my debit card due to all of the threats of being charged restocking fees and that I did not trust them. I kept up my part of the previous agreement. I will not enter that store again and do not accept my money to be mailed to me. They can deliver it at my convenience. [redacted] the controller said they don't deliver but since this is a furniture store I know that is not true.

Review: On January 25, 2015 we purchased a microfiber sectional sofa and single recliner from Becks Furniture. We also purchased an extended warranty ([redacted]) in the amount of $299.95. They delivered the furniture on January 30, 2015. When they delivered the furniture, it was inspected and no damage were noticed.On Sunday, February 2, 2015, we noticed that the furniture had several scratches and a spot with discoloration. We contacted Becks Furniture on Monday, February 3, 2015 to inform them of the problem. We were advised that an email would be forwarded to Customer Services and that they would contact us. We contacted them again on Tuesday February 3, 2015. They told us that they would be sending a Representative on Sunday, February 8, 2015. He took pictures of the Furniture and assumed that is was our dog that caused the scratches. We told him it wasnt our dog because we have a special cover made for pets where he sits. The scratches are on the other side of the sectional. We even lifted the cover so that he can see that it doesnt have any scratches. He also mentioned that the furniture was bonded leather. We told him we had purchased microfiber that looks like leather. He told us Becks Furniture would be contacting us. We never got a call from them so we call them on Wednesday, February 11, 2015. They concluded that it was caused by the dog. We were upset because their assessment was based on speculation. They were going to transfer the call to a manager but it got disconnected and they didnt call back. We didnt receive a call back. We called them on Thursday, February 12, 2015. We spoke to an acting manager and explained to her that we were not happy due to their conclusion. We also mentioned that we were under the impression that the furniture we bought was microfiber. She said that they couldnt do anything for us because the furniture was inspected and accepted at the time of delivery. She also said that now it has been three weeks. We told her that we had contacted them within 72 hours per their return policy. She still insisted that Becks Furniture couldnt do anything for us. She said we had to contact the extended warranty company. We contacted the extended warranty company on Thursday, February 12, 2015. They told us that they do not cover scratches on leather or fabric. We contacted Becks Furniture and were told they would have a manager call us back. They never called us back.Desired Settlement: We would like our furniture to be replaced. We were under the impression that we had purchased microfiber and not bonded leather. Also, we feel that the extended warranty is misleading.

Business

Response:

This customer clearly has scratches in the seat that were not present at the time of delivery and appear to be caused by an animal. Very small area that was not caused by a person sitting in the seat. This is not something that is covered by a manufacturers warranty. Also note that the [redacted] is not a warranty. It is a protection plan that will correct accidental damage excluding pet scratches and chewing as outlined in the brochure that was given to the customer at the point of purchase.I have included an image taken by our service technician that shows the damage to the seat.Thank you for your help in this matter,[redacted]Executive Vice PresidentBeck's Furniture

Consumer

Response:

I am rejecting this response because:Beck's is assuming that the damage was done by an animal. This is all based on speculation and assumption due to the fact that we have a small dog. The technician automatically assumed that the scratches were caused by the dog. We also had requested microfiber and not sure if what we purchased is in fact microfiber. We would like verification that the furniture we purchased is indeed microfiber.Thank you very much.

Business

Response:

The cover is Leath-Aire. A breathable fabric that has the look and feel of leather but adapts to body temperature like fabric. It is developed by [redacted] using nano technology and is the latest in leather look covers. We do not promote this as micro fiber or bonded leather. It is a very durable fabric.[redacted]Executive Vice PresidentBeck's Furniture

Review: I purchased a sectional which included a chase, a ottoman and a sofa. When they delivered my merchandise they delivered 2 chases. I did not realize it at the time but after noticing the problem I contacted Becks furniture customer service department to tell them about this issue they let me know that they were aware of it but that since it has been in my home there was nothing they could do. I have called corporate, upper management and customer service I have not heard back from any of them. I have not had my furniture for a year and it keeps falling apart. I have called numerous times about the zippers coming off, the pillows being flat, the cushion stuffing coming out etc. I just would like what I originally bought which is my sofa. I think for them to know that they delivered the wrong piece and not tell me or try to correct the issue that was clearly their fault is absolutely outrageous.Desired Settlement: I would like either the sofa that I ordered or a refund if applicable. I understand that I have had the furniture for 7 months but I don't not think it is fair to send me the wrong piece of furniture and not take any responsibility.

Business

Response:

This customer received the merchandise on February 13th 2014. The customer contacted us regarding some issues with the cushions on March 26th of 2014. We corrected these problems and the customer never said anything about the product being wrong. Not until the end of May did the customer contact us requesting a return authorization due to the merchandise being wrong. The product has been in the customers home with daily use for over three months. We will not exchange this product. [redacted]Executive Vice PresidentBeck's FurnitureCell ###-###-####

Consumer

Response:

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

Review: I purchased a new mattress with a one year warranty, and Beck's Furniture is refusing to honor the warranty

I purchased a new mattress from Beck's Furniture in Folsom, CA on 9/17/13. The mattress was a Simmons Brand and came with a one-year manufacturer defect warranty. Immediately after purchase, I noticed a dip in the middle of the mattress. I immediately called and a technician came to check the mattress. They alleged there was a problem with a box spring, so was not covered by the warranty. They changed my box spring, and the delivery man noted on the delivery document that the "Box spring is not the issue Mat has a dip in it". I tried talking to the manager at Beck's and they refuse to help me. They offered my daughter a store credit to resolve this and now refuse to even give me that.Desired Settlement: Because of how they have treated me and the fact that they have been dishonest in selling me a defective mattress and then refusing to replace it or give me a refund, I would like to get a refund and take my business elsewhere.

Business

Response:

Review: I recently purchased a bedroom set. at the time of purchase I explained to the salesman and financial department my financial situation, how much income I receive every month and what I would be able to pay monthly. They agree that they could stretch my payments over 24 months at about $30.00 per month. But they didn't write the contract agreement up like that, so I am being hit with late fees & back interest. I just found out that the salesperson that sold me the set hasn't been there since I purchased it. I feel I was swindled.Desired Settlement: Rewrite the contract the way I originally asked them to so that I can afford the payments & take off the interest that was added on.

Business

Response:

I have attached the two contracts signed by the customer. As you can see it clearly states that the balance MUST be paid in full before the end of the promotional period of 6 months.

There is no way that this could be done if, as she states, we told her she could make monthly payments of $30.00. We are very careful in explaining that the actual amount of monthly payments will be noted on the monthly statements from the finance company, however, it must be paid in full prior to the expiration of the promotional period.

The following is an email from our Accounts Receivable manager sent in response to my request for information on this account.

I don’t recall the exact date that I spoke to her but I did explain that she signed the contract for 6 months and those were her terms. She explained that the sales person told her she could pay whatever she could afford due to her being on limited income. When I spoke to her the 6 month terms were already up and she wanted me to restart them I explained to her that was not how it worked.

Beck's Furniture

Accounting Supervisor

916-353-5000 ext [redacted]@becksfurniture.com