Best Buy Furniture

Review: I went to this store to buy a furniture for my 6years old daughter. I find the [redacted] furniture in the catalogue. When I asked the salesperson [redacted] to describe or explain about my chose, she stated:" I'll show to you the same kind and the quality of the furniture", and she showed floor sample at that time. I was satisfied with the quality of the floor model sample that was shown to me. I decided to buy [redacted] furniture. When furniture arrived, I was very disappointed because quality of the furniture was not even close to what was shown to me in the store. Plus. the mattresses didn't fit properly in the bed frame that may cause my child injury (it was a gap between mattress and railing, head board and foot board about 2 inch wide ). So, furniture is not safe to use from my perspective of view; and the quality of the furniture is not as been shown to me. In addition, per store policy they charge 50% restocking fee, plus I would only be given the store credit. I would like to return the furniture for the full refund price. Please, help me to resolve this problem.Desired Settlement: I would like to return the furniture for the full refund.

Business

Response:

We spoke to the above customer few times and explained her that once you place an order with us we can't cancel the order, especially after the furniture has arrived and been delivered to the customer.we can gladly exchange or repair any damage items but the customer now owns the furniture. here is a copy of our policy regarding orders.Once an order is placed with Best buy furniture, our process is to submit an order directly to the manufacturer on your behalf. This typically occurs within a 24-hour period after an order is placed by the customer. Once this step has been completed Best buy furniture, and thus the customer, become financially obligated to purchase the ordered merchandise from the manufacturer. For this reason, No cancellation is possible after the order has been placed. An average order takes 5-15 business days and in some cases can take up to 8 weeks. Again we do not cancel any order after it has been placed.Cancellation of an order after the order has been placed is subject to a 50% cancellation fee with store credit only. No refunds or credit will be available.the above signed and agreed to the above terms before placing the order.I wish I could be more helpful but non of the factories we work with take orders back, and if we take the furniture back and try to sell it in our store it is considered as a display/floor sample and for that reason we have to sell it at a 50% discount. we offered that option to the customer but she chose to decline our offer.

Review: I purchased a bedroom set and an entertainment center from Best Buy Furniture. They were both delivered on 6/9/2015. There were several issues including broken drawers in a dresser, broken brackets in the entertainment center, furniture not set up upon delivery and obviously used merchandise advertised as new. I called and email them and spoke with someone named "[redacted]" who said he would mail out the replacement brackets immediately and would meet me with another drawer. I have been in constant contact with them and each time its the same story "Did you get the replacement brackets? - No? Ok I'll check on them" and "I have to get the drawer from the warehouse, any day now" This is a complete one way communication as I have to initiate contact with them to get any response and all responses, as genuine as they seem, have been hollow and untrue. Today is 21 days after delivery and once again I am in limbo as to how this matter will be rectified. I have taken several pictures and have kept all receipts and correspondence. I feel at this point the actions of Best Buy Furniture are to avoid me hoping the matter goes away and make additional hollow promises that are not delivered.Desired Settlement: At this point I would like the replacement brackets sent to me along with a tracking number as proof they are actually sent this time and I'd like my replacement drawer delivered to my house as I did pay a delivery charge. Due to the time I have now had to put into what was supposed to be an easy transaction and the overall dissatisfaction I want a 25% discount refunded to me as well. The final sale price was $1,600 so 25% refund is $400. This seems very fair to me but if it is unacceptable I will also accept a total refund and they can come pick up all of their furniture. I'd be acceptable to either resolution. Thank you for your time and effort.

Business

Response:

we ordered replacement parts from [redacted] and they delivered the wrong parts, we spoke to the customer and explained him the mistake and at this point we ordered 2 new pieces to replace the ones that needed parts.also a new drawer that was needed will be delivered as well with the new pieces.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are also replacing the damaged entertainment center. They said it will take a few weeks to deliver everything to me. I'd like the complaint to stay open until they actually deliver an undamaged replacement along with the brackets. They have told me multiple times I was getting replacements and they have yet to deliver on their promise.

Regards,

Business

Response:

the new replacements pieces are set up to be delivered on Wednesday 7-8-15 with the drawer he needs. so tomorrow it will be done.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The new items were delivered and are acceptable.

Regards,

Review: I ordered a platform bed they sent me a platform STYLE which is totally different after calling and calling I had someone curse me out and tell me to deal with it. I now have a bed frame that is destroying my $3000 bed and causing back problems. He refuses to talk to me and has blocked me and also deleted my reviews of the business.Desired Settlement: to get the bed that I ordered. I was told misleading information to make a sale and the bed does not come in the style I need. I would like to have another bed or my money back.

Business

Response:

the customer came in to our store few days ago and as of a courtesy we told him that we will give him a free box spring to solve the problem with his bed, he agreed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: raelc ton era serutcip eht diOn 8/10/2015, I paid for a Sectional Couch to be delivered to my residence on 8/16/2015. At around 15:00hrs On 8/16/2015 the delivery arrived in 3 pieces with two delivery men. I live on the second floor in an apt. The first two pieces were brought in with no issues, They got to the third and final piece at the top of the stairs and they stopped to adjust and maneuver it to fit, Whilst they were doing this, The couch was scrapping against the corner wall and the plaster had came off (quite a big chunk) so much that the metal corner beads were showing and sticking out. The driver then started hitting the metal bead on one side with what looked like a screwdriver, He succeeded by putting one metal bead back against the wall BUT he bent it in the middle. So I have one side sticking out and one side with a dent in the middle. The driver took pictures of the damage and so did I. They finished setting up the furniture by removing the protection wrap and putting the legs underneath. I signed the delivery receipt and they picked up some of the plaster on the floor with the protection wrap and asked me where would I like them to put it, I told them downstairs under the stairway, Where it still remains to this day ( I have not touched it). As the men were leaving, I called the number where I purchased the furniture and was speaking to [redacted], I told him the delivery men were nice all went well except they damaged the wall whilst bringing in one piece, I said your driver took pictures with his phone and so did I, He said "ok, I'll talk to the driver tomorrow and ask him what happened and to show me the pictures". A few days went by, I called [redacted] back and asked if he talked to the driver he said" yes but he said he does not have the pictures" and can I send him mine, [redacted] gave me the email address [redacted] with attn: [redacted], I sent them. A few days after that I called back and he said he will call the warehouse manager [redacted] and call me.Desired Settlement: I would like [redacted] the Manager to call me and schedule to have a Certified Professional Repair Technician to fix the damage to the wall. It's not a quick fix. I am a single mother who would need to see legit business professional credentials from the repair technician before coming in to my residence.

Business

Response:

spoke to the customer today , the pictures that were sent was not clear.we contacted our tech and he will take care of all necessary repairs.

Review: I went to best buy furniture to purchase a couch which I did when I was purchasing the couch they told me 7-10 business days which I was ok with then they never called me so I called them then on the phone they told me another 2 weeks on top of the 7-10 day so I waited the 2 weeks and called again and they told me it would be there that day and they would call me when it came in to set up a delivery date and they never called so I called them at the end of the week and they told me that it was on the truck and when it gets there they would call me now this was after they said it was going to be there on Monday so I called them again today 4-14-15 and they told me again that it was on the truck I have got 4 different stories about when it should be there I ordered it a month ago and they never told me they were closed for a week for a holiday I am beyond aggravated about this I moved into my new place 2 1/2 weeks ago I was supposed to have It the first week I moved in ! something needs to be done this is not right!!!Desired Settlement: I want a discount or something from them because this is not fair for me getting 4 different stories about when the couch should be there they are a company and they should know when they are and aren't getting there orders!

Business

Response:

first we were not closed a week for a holiday we were closed only for 2 days , Sunday 4-5-15 and Friday 4-10-15.it was posted on our ** page , website and in stores.if you read our store policy, the policy your signed and agreed to before making the purchase, you will see that we are not responsible for any manufacturers delays, we have up to 8 weeks to deliver your furniture.I know it is very uncomfortable but you have to understand that we are not the maker of the furniture and as soon as we have it we deliver the next day. in the last month (which is the most busy season for all furniture factories) we had a lot of factories delay there shipments and this is the reason for your delay.please contact the store to find out the most updated information about your order if it wasn't delivered yet.also out of a courtesy I can assure you that on your next purchase we will give you a special discount and make sure you are very happy , I can;t really put a dollar amount of how much because it depends on the items but I will make sure that you are happy. please stop by at our main location at [redacted] and mansion this to any one of our sales people and they will contact me and i'll make sure to take care of you.thank you GENERAL MANAGER

Review: A few weeks ago I went to best buy furniture and bought a love seat and 2 leather benches. These items were suppose to be delivered on March 8th on a Sunday. 2 days before the delivery dated I received a call from best buy furniture telling me they don't have a truck for my delivery on the 8th naturally you would think I would get some type of refund off the delivery 50 or 75 dollars. On March 13th I called best buy to confirm the delivery for the 15th they said no problem. I called again today at 11 am when they opened to make sure I was either the first or one of the very first deliveries. I then received the Run around of being hung up on and after I called back 3 times I only got the answer machine. Finally I called the main number. I asked for a manager and told him My displeasure with his company I was then told by him you will be the fourth stop and eta was 1530. It is now 1743. When 1630 hit I called best buy back and ask how much of the 150 delivery charges would be refunded to me being it's a week and hours late. I was told I wasn't getting a refund for anything. I told him I have yet to receive any products and they were already a week late and if he can't refund some of my money then I would like a full refund because his company isn't the type of business behavior I feel I should accept. He said only way your getting your money back is in court. I paid them $ 967.00. I called again at 1700 and told them I was told eta was 1530 he told me whoever told me that was wrong its 1pm to 7pm. I example to them this was unacceptable. I have my daughter every other weekend and this is Our weekend and they already took the day away from me and her. I was also told if I'm not home I would then be charged another 150.00. I then told him please give me a refund and don't send anyone here .he said he you can file a complaint with your credit card company. Which I will on Monday. I never received any products when they were supposed to be delivered on the 8thDesired Settlement: I want all of the delivery charges refunded and the tone and disrespect I had to deal with a dressed. I want a full refund if the items are not here by 7pm as promised . I also would like a letter apologizing for the unprofessional way I was spoken too.

Business

Response:

first I am sorry for the delay in your order, you need to know that the delay is not something that we control 100% , we depend on factories and shipping companies to deliver the furniture to us on time.the crazy weather we had the past month caused huge delays in all factories and shipments. we always offer the option to pick up the furniture and save the delivery charge.our store policy ( you have a copy of that in the back of your invoice) is that "orders can take up to 8 weeks" and we are not responsible for any manufacturer delays.you ordered your items on 2-26-15 and got delivery on 3-15-15. it is not the fastest but it is much faster than the 8 weeks on our agreement.I cannot refund your delivery charge since we did deliver the furniture, however as a courtesy I am willing to give you $100 store credit towards any future purchases over $500.again I am sorry for the delay and thank you again for doing business with us.

Review: I purchased a headboard and footboard from this company.They said there was a special frame that went with it so they charged me a seperate fee..When I went to put the bed together the frame did not belong to that bed.I called the company so they can send me the right frame and have been given the run around from [redacted] who's name is on my receipt.I have been waiting now for nearly a month for the frames.Desired Settlement: At this point I would just like my money returned.

Business

Response:

the above use to live in phila and we delivered the furniture to phila. few month later she has moved to new york and this is the first time she tried to put the bed together.she got the wrong frame but she is too far for us , so I instructed the store to give her a refund for the frame.

Review: I purchased on 05/16/2014 more than half dozen furniture from this store Including a King size bed room set. They delayed to deliver the furniture 07/18/2014, they didn't not delivered two night stand and delivered broken kids furniture. The delivery people really miss behaved to me and they mess my hard wood floor while they installing the furniture. The company charged me (on the day of order) before they delivering the furniture and they are not credited what they are not delivered. While I call they are very irresponsible and never attend my phone calls. If they attend they will hold for managers. I disputed the amount they charged for the bed room set, excludes the shipping. But this furniture store submitted support of fake documents to my credit card company and they got approved. I need justice from this irrelevant company. Supporting documents shows which they submitted to credit card company, the 2 night stands are not available on the delivery time, are available after the date (11/06/2014) after the delivery partially completed.Desired Settlement: I want remaining delivery item which are 2 night stands. And compensation for fix my hard wood floor.

Business

Response:

When we sold the bedroom we told the customer that we have no night stands in stock and it will be delayed for few month until we get them, he agreed.since the factory had a huge delay on the above item , we offered refund for the nights stands until we get it back in stock.we are sorry for the delay caused by the factory. we spoke to the customer today and his night stands will be available in few days, so we will deliver his night stands within a week.we also promised the above special pricing and discounts in the future for any of his furniture needs so we can make up for all the trouble and delay in his order.