Cohen's Furniture

You are refusing to. give me my product or my money back. you NEVER even made a delivery attempt and after a month you won't even have your manager return a call. There's no point in driving to your store only to be told no one can do anything without a manager.
I will report to the BBB and I guess I'm left with small claims court

Revdex.com:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
I did receive the order on 4/3. That would be 72 days after I paid for the order on 1/20/2018. In their response they stated it takes up to 21 days to make it and 7 to 10 to receive. That is 31 days. Why did it take 72 days for mine? t this point I have my merchandise but I think this type of business practice should be documented and action taken.
Regards,
Complaint ID: 12768564

This letter is in reply to our customer [redacted]. Our customer purchased a special order sectional furniture set from our store on December 13, 2015.  Our customer as our sales person to match our in store price with our online only prices. Our sales person explained to Ms. [redacted]...

that she would have to check with her manager but our sales person did honor Ms. [redacted]'s $100.00 coupon on her in store purchase.  When the sales person and our manager was able to communicate about the sale the manager agreed to give Ms. [redacted] an additional $100.00 only.  Ms. [redacted] visited our store 3 times after her purchase and during each visit she was explained what discounts were givien to her per our store manager.  At no time was our instructed by Ms. [redacted] to not order her merchandise.  She did not ask her sales person to write on her sales invoice to hold her order until a decisison was made by our manager.  Our customer, Ms. [redacted], placed a down payment on her sale and finance the balance due.  Must customers at our store if they are unsure of their purchase they would as the sales person to write do not order until the customer tells the store to.  Also, our customer would in this matter not place any monies down until they were able to get the answer to their concern first.When our store manager and Ms. [redacted] were able to speak over the phone, our manager tried to explain to Ms. [redacted] that he was sorry for the delay in getting back to her but he had to maintain our other stores and was not at the main store for almost a week due to the holiday season vacation schedules.  Ms. [redacted] stated that since she was not able to receive a phone call from sooner, she would now like to cancel her order.  Of course we understand Ms. [redacted] was disappointed that she was not able to have her conversation with our manager sooner even though she was told the status of her discounts on her sale by the front office personnel based on the notes our manager placed on her sale within our computer system.  So now Ms. [redacted] has decided that due to the timing of the phone call with our manager she no longer wanted the furniture.  Our manager explained to her our store policy due to the fact that her special order furniture was now here in our warehouse ready to be delivered to her.  Our customer refused  the policy so our manager turned her matter over to our General Manager.  When our G.M. call Ms. [redacted] to express his desire to  help her in this matter, she stated how she wanted $200.0 plus her $100.00 coupon taken off her in store price to match the online only price.  Our G.M. explained how he would reduce her delivery of $85.00 to zero and she refuse that as well. She said that because she didn't hear from our manager she wants to cancel the sale.  At this time we have agreed to give Ms. [redacted] her deposit of $324.00 and resale her special order merchandise.

To whom it may concern,   This letter is in reply to a Revdex.com complaint from our customer [redacted].  We are sorry for...

the long delay in our response to his letter to Revdex.com.  We never received the letter request from Revdex.com in the mail and just recently was able to have a copy e-mailed to us.   We would like to thank [redacted] for his business, we at Cohen's Furniture, value all of our customers and we would now like to address our customer's concern.  As a furniture company our furniture can arrive to our warehouse in a minimum time frame of 2 weeks depending on the manufactory the customer decide to purchase from.  As our customer pointed out we do place on our sales slip this information and we also place in it the policy area which is above the signature line on the sales slip as well.   Now what the sales person told our customer is correct the time frame for our furniture to arrive to our warehouse.  It seems [redacted]'s complaint is the delivery time frame he received from our front office.  On the average, our delivery dates are already schedule out to 11/2 to two weeks in advance.  When our customers come to the front counter to finalize their purchase we  inform our customers that we will call them when their merchandise arrive and  if  they are a delivery customer, we inform them that we would set up a delivery date with them at the same time.        On behalf of Cohen's Furniture, we are sorry that our customer expected the arrival of his furniture  and delivery to his home would be within the same  2 weeks time frame.  We try to make our policy very clear to our customers.  We do hope this reply will help to clear up any misunderstanding from our customer.   We appreciate your attention to this response and do apology for the delay.   Sincerely,   Cohen's Furniture Business Office

To whom it may concern, We at Cohen's Furniture apologize the unhappy experience our customer had concerning  her recent purchase from our store.  It is unacceptable to our business to have any staff member or manager to have spoken to our customer in a manner that deem unprofessional...

and we do apology for that.  We have contacted our customer and we are replacing her armless chair of her sectional with a new armless chair. We will call our customer Ms. [redacted] when the item comes in and will switch our the armless chair that is in her home with the new one.  It is our pleasure to resolve this matter with our customer and will keep her posted on the ETA of her merchandise.If the customer has any questions, she can call Cohen's Furniture @ [redacted], Office Manager. Thank you, [redacted]Business Office[redacted]

This letter is in reply to our customer [redacted]. Our customer purchased a special order sectional furniture set from our store on December 13, 2015.  Our customer as our sales person to match our in store price with our online only prices. Our sales person explained to Ms. [redacted] that she...

would have to check with her manager but our sales person did honor Ms. [redacted]'s $100.00 coupon on her in store purchase.  When the sales person and our manager was able to communicate about the sale the manager agreed to give Ms. [redacted] an additional $100.00 only.  Ms. [redacted] visited our store 3 times after her purchase and during each visit she was explained what discounts were givien to her per our store manager.  At no time was our instructed by Ms. [redacted] to not order her merchandise.  She did not ask her sales person to write on her sales invoice to hold her order until a decisison was made by our manager.  Our customer, Ms. [redacted], placed a down payment on her sale and finance the balance due.  Must customers at our store if they are unsure of their purchase they would as the sales person to write do not order until the customer tells the store to.  Also, our customer would in this matter not place any monies down until they were able to get the answer to their concern first.When our store manager and Ms. [redacted] were able to speak over the phone, our manager tried to explain to Ms. [redacted] that he was sorry for the delay in getting back to her but he had to maintain our other stores and was not at the main store for almost a week due to the holiday season vacation schedules.  Ms. [redacted] stated that since she was not able to receive a phone call from sooner, she would now like to cancel her order.  Of course we understand Ms. [redacted] was disappointed that she was not able to have her conversation with our manager sooner even though she was told the status of her discounts on her sale by the front office personnel based on the notes our manager placed on her sale within our computer system.  So now Ms. [redacted] has decided that due to the timing of the phone call with our manager she no longer wanted the furniture.  Our manager explained to her our store policy due to the fact that her special order furniture was now here in our warehouse ready to be delivered to her.  Our customer refused  the policy so our manager turned her matter over to our General Manager.  When our G.M. call Ms. [redacted] to express his desire to  help her in this matter, she stated how she wanted $200.0 plus her $100.00 coupon taken off her in store price to match the online only price.  Our G.M. explained how he would reduce her delivery of $85.00 to zero and she refuse that as well. She said that because she didn't hear from our manager she wants to cancel the sale.  At this time we have agreed to give Ms. [redacted] her deposit of $324.00 and resale her special order merchandise.

We at Cohen's Furniture are sorry to hear that our customer is having a concern about their recent purchase.  We have researched their information and have found that they picked up their merchandise from our warehouse on August 30, 2014.  We have their signed agreement form to our pick up...

policy, and their signed pick up form that states that they received all of their merchandise complete and in good condition. 
Before any of our customers can pick up their merchandise from our warehouse they are explained the policy and ask to sign once they read the policy.  We make it very clear to our customers that they must inspect their furniture before taking it from the warehouse or they will be responsible for any damage they may have once leaving the store.
 
Both our Service Manager and our Store Manager reached out to our customers once our customers expressed their concern about their bunk bed set.  After discussing the policy with our customers, our Store Manager waived the policy and ask the Service Manager to order, at no cost to the customer, the item they need to put the bunk bed set together.
We have in no way dismiss our customer's concern and nor would we.  At Cohen's Furniture we work with our customers in a fair and balance way and we want our customer to know that we are doing this in their situation as well.
We look forward to working with our customer to that they can move forward with enjoying their purchase.
Thank You,
Cohen's Furniture
Business Office

Today, June 5, 2014 our Manager and [redacted] spoke over the phone and we offered [redacted] the choice of bringing her chairs into our store and allow our professional Tech give her chains more support or she can come into the store and select a different table and chair set.  We explained to [redacted] if the reselect Table and Chairs are at a higher price she would have to over the cost of the up grade.  [redacted] decided that she would bring the few chairs in so that our Tech would add better support for any above normal wear and tear.  [redacted] has her 1 year warranty still on her chairs even with our Tech added extra support to her chairs.  We continue to look forward to working with [redacted] on this matter.

Hello,We are sorry for the delay in our response to this Revdex.com Complaint.  We are working with Mrs. [redacted], we have ordered her the parts needed and a Tech is going out to her home in the very near future to complete her service.  Have been in communication with our customer and she is...

aware of everything that has been placed in this response. Thank You,Cohen's Furntiure

To whom it may concern: 
This letter is to reply to our customer [redacted]' complaint to Revdex.com.  As we did on the day of Ms. [redacted] delivery, we apology for delivering to her the incorrect bed. We made sure we ordered the correct bed right away and got it sent to our...

warehouse in less than normal time to make our customer happy.  We explained to Ms. [redacted] that the bed would be able to come in by the following week and we would be able to get it to her house within that same week.  The day the correct bed came in, Ms. [redacted] called to check on it we explained that it just arrived in our warehouse but the warehouse has not placed the items in our computer system yet so that we can se what came in on the vendor's truck.  Ms. [redacted] was not happy about our process and really felt someone should go into our warehouse to find her bed which again was a part of all of the merchandise that came in and had not been place away in it's locations. Our employee [redacted], helped in trying to correct our store's wrong, she took time that our store felt was needed to find the mistake and took the time to get it corrected. She did everything that allow a quicker process of Ms. [redacted]'s bed.  When Ms. [redacted] became very unhappy and did not want to wait for our warehouse she got in touch with top management to see if there was anyway to go through all of the boxes in the warehouse to see if Ms. [redacted]' bed was in a place to be found.
[redacted] was able to do that and although it was a later time frame for any delivery, we made sure Ms. [redacted] received her correct bed.  We understand the disappointment of paying for an item and having it being the incorrect item.  We apology then and we repeat it now.
We hope our customer will forgive our mistake but also appreciate our efforts in trying to make her happy.
Cohen's Furniture

We purchase a sectional sofa from them back on 1/20/18. At that time we were told it would b about 3 weeks before it came in. It is now 3/31 and we still have nothing. Am calling the Revdex.com and have filed a complaint with my Credit Card company to get a refund as we still have nothing. Buyers BEWARE!

Revdex.com:
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: I am having an absolutely horrible experience with Cohen Bros!! My wife and I ordered an Ashley bunk bed set and chest. [redacted] gave us a great deal and we were excited for our boys. This joy came to a quick halt when the furniture were received was damaged. The headboard leg had a crack in it that was painted over, the footboard had a divot in the leg that was puttied over, there was a crack in top of the headboard and the slats were too long. We called the office the very next morning. Before, my wife could even get her concerns out, she was interrupted and told that she would have to wait to speak to “[redacted]” on Tuesday. I called them on Sunday. We decided to inbox Cohen Bros. on FB. To my surprise [redacted] gives me us a call.

In the beginning, [redacted] was very apologetic and eager to help. However it took him 2 days before he came up with a solution. He called and informed us that the headboard and footboard were discontinued but he believed they could be repaired. We brought the items in on Wednesday. After discussing it, we decided that if we were someone else, we would have received more urgent service and that our money was just as good as anyone else’s. Therefore, we decided that we didn’t want refurbished merchandise and to even offer to repair damaged items was unacceptable.

This changed everything. [redacted] became defensive and argumentative with my me. At this point 6 days had passed since we first made them aware of the problem. Six days of my 3 year old sleeping on a mattress on the floor. We figured it may be better to speak in person. We were mistaken! My wife got there only to hear more about how it could be repaired and was told that she would need to pick something else out. She asked about just returning the item and getting our money back. [redacted]’s response was, “Your timing is horrible. It’s a Friday and the managers are at the Masque for prayer and won’t be back until after 4pm.” She said “ok” and ask him if Cohen Bros. were members of the Revdex.com. He informed her that they were. She let him know that she would be filing a complaint. Within 5 minutes of driving off the lot, one of the managers was calling her on her cell from the store!!

Later today [redacted] gave us a call to tell us that he found the parts in California and they would be here in 10-14 business days (2-3 weeks). To most this would seem reasonable but remember my son is on the floor. Moreover, the whole reason for getting the beds was to make room for our new addition, who will be arriving in 3 weeks or earlier. Not once did he offer to hold us over with a floor model or another piece until it came in. Instead we were made aware that if we simply want to return it, we will have to pay the 25% restocking fee and that they wouldn’t take the matching chest. The receipt says, “ANY MERCHANDISE RETURNED TO STOCK FOR ANY REASON, CUSTOMER WILL BE CHARGED FOR DELIVERY AND 25% RESTOCKING CHARGE.” We picked it up ourselves so the delivery fee doesn’t apply and if we lose the 25% fee, so be it.

In less than an hour, my I was at the store with the rest of the bunk bed set. [redacted] refused to take it. He said that we would only get a store credit and blamed us for the damages!!!Desired Settlement: At this point, we just want to return both the bunk bed and the chest. If the return policy at the bottom of my receipt does not mention a store credit when returning items and I think it is illegal for them to tell me what we must take a store credit. We are willing to deduct the 25% fee for both items. We just want to get our money back and buy our furniture elsewhere.

Business

Response:

We at Cohen's Furniture are sorry to hear that our customer is having a concern about their recent purchase. We have researched their information and have found that they picked up their merchandise from our warehouse on August 30, 2014. We have their signed agreement form to our pick up policy, and their signed pick up form that states that they received all of their merchandise complete and in good condition.

Before any of our customers can pick up their merchandise from our warehouse they are explained the policy and ask to sign once they read the policy. We make it very clear to our customers that they must inspect their furniture before taking it from the warehouse or they will be responsible for any damage they may have once leaving the store.

Both our Service Manager and our Store Manager reached out to our customers once our customers expressed their concern about their bunk bed set. After discussing the policy with our customers, our Store Manager waived the policy and ask the Service Manager to order, at no cost to the customer, the item they need to put the bunk bed set together.

We have in no way dismiss our customer's concern and nor would we. At Cohen's Furniture we work with our customers in a fair and balance way and we want our customer to know that we are doing this in their situation as well.

We look forward to working with our customer to that they can move forward with enjoying their purchase.

Thank You,

Cohen's Furniture

Business Office

To put it nicely --

[redacted] "Cohen" is a [redacted]. It's not nice to call names - but this is literally the best adjective to address his attitude toward customers AFTER they have given this store their money.

I've worked in furniture for many years and one thing you do not do - is call a customer a "liar" - repeatedly, especially, BEFORE checking to see if the customer was right or wrong. Even IF they ARE wrong, you still don't do that. Customer Service 101.

I'm writing this review second hand as after calling the store and speaking directly to [redacted] who hung up on me after refusing to give us the corporate or contact information to the franchise owner (in this case, his father). My brother purchased a 5 piece sectional fabric reclining sectional under the agreement of a %5 discount and free delivery.

The sofa was delivered with only 4 pieces. At which time my brother promptly called and asked where was the 5th piece? [redacted] spoke to my brother saying that the ticket was only written up for 4 pieces - saying that they paid less because of the discount.

To which my brother said no the salesperson ([redacted]) told him the "'military discount" was the percentage off and the agreed to free delivery all pieces.

This is where [redacted] said "You are in the military and you are lying to me? You are a liar". (Repeatedly)

Only after my brothers pregnant wife walked into the store and was told BY [redacted] "This issue is between you and God!" - did he order the missing piece and refused to deliver the piece that was supposed to be delivered the first time.

NEVER buy from a store when there is no hierarchy or corporate entities to which the store is accountable to! This is one of those stores. Trying to call to get [redacted]'s Dads contact information proved to be utterly futile.

If this had been a corporate store - the moment the manager allowed the words "You're in the military? And you are lying to me? - you are a liar!" to come out of his mouth - there would have automatically been a $300 to $500 discount after the customer threatened to cancel the entire order.

These stores conveniently allow zero returns without the managers approval.

Verbatim "All cancel sales requests must be approved by store manager."

Which, in layman's terms means - they legally do not have to give you your money back at all, for any reason.

Stay away from any store with terrible policies and Managers with Terrible attitudes with zero customer service skills, who also cannot do simple math.

Dishonest, Belligerent, Thieves.

Review: I purchased a tv from them which they delivered with no remote when I called for the remote because the tv picture was horrible it was green they told me to call the delivery man to come adjust it which he never came to do I called several times until I finally went into the store and they then gave me a remote I went home to realize they gave me a remote to a different tv two completely different brands so the picture on the tv is still awful I call them again they keep saying they will call me back n keep leaving messages from the owner because he is never there I then went back into the store with my daughter and explained once more the situation which [redacted] the salesman who I originally purchased the tv with took down another note to place again on the owners desk and call us again because once more the owner was not in and I I have yet to here from them. The purchase was made on feb 15, 2014. I have been trying to get this resolved but they are not cooperating and they have a young lady in the reception area who speaks clearly Spanish so there is no language barrier.Desired Settlement: I have asked for my money to please be returned since they can not fix the picture or deliver the correct remote and come pick up the tv since it's not viewable and it have xfinity cable hooked as well and still nothing

Business

Response:

On February 27, 2014 we delivered a floor sample as is T.V. to our customer, [redacted] call our store a few weeks later to state that she no longer wanted the T.V. she purchase as is because of the picture quality. We explain to our customer that the delivery guys set up everything for her in her house and everything was working just as it was here at our store. Our customer then ask if she could get another T.V. and we did provide her this time with a new T.V. and delivered it to her home. Once the drivers arrived at her home the customer stated she wanted us to provide her with a T.V. Stand as well. Since we were unable to fulfill that request, we both agreed it would be best for our customer to receive a refund minus the delivery charges.

On April 2, 2014, our drivers pick up the T.V. and refunded our customer her money back. We at Cohen's Furniture always make it our policy to work with our customers in a fair and balance matter. We look forward to doing business with [redacted] in the near future.

Sincerely,

Review: The only thing that went right about my $transaction with this company was picking out the furniture and paying for itFour weeks after purchasing and paying in full I still hadn't heard a word from this companyI called and left two voicemails- neither were returnedI called again and was put on hold for over minutesCalled again and finally got through to someone who said my furniture would be ready for delivery in the 10th of July(weeks after purchase.) I was told someone would call me for the delivery information before the delivery dateI requested at this time to have a manager call meYesterday, the day bedore delivery, I had to call them again because I still hasn't heardThey were confused - [redacted] and [redacted] had no clueThey were not apologetic at all[redacted] told me she would have to "check the address and get back to me on whether she could put us on the delivery map or not." I again requested to speak to a managerI was told he "probably didn't see it." So delivery was scheduled for between 9:30/12:today and it was delivered on timeHowever! The two night stands with the bedroom set were not delivered with the furnitureI called back yet again- I told the woman who answered the phone that I would be contacting the Revdex.comShe insisted on calling me back because she had someone waiting at the counterI told her I already paid for my furniture and an escalated customer service issue should be dealt with as a priority but obviously she only cared about another saleI am floored with the horrendous customer service I have been provided and will make it my personal mission to ensure that people know about this company before purchasing from them.Desired Settlement: I want the end tables delivered immediatelyI want them to refund the delivery charges to me and I want a significant percentage refunded back to me as an apology for their severe lack of customer service!
Business
Response:
This letter is in reference to our client's recent compliant letter to Revdex.comWe received a call from our customer concerning her delivery date for her new furniture that had just arrivedAlthough our trucks were already routed and fully loaded we adjust the schedule to get her on one of our delivery trucks the very next dayOur customer had ordered furniture that came from a vendor that takes from to weeks and that is written on our store sales slipsWe address our customer concerns right away and even though her sale did not include it we also give her two free nightstandsAt Cohen's Furniture we pride ourselves with working with our customer in a fair and balance matter.Sincerely,Cohen's FurnitureBusiness Office

Review: I purchased a table & 6 chairs from Cohens. First, only 2 of the 6 chairs were delivered on time, then it took almost 2 months to get all correct chairs. The chairs that we received started to fall apart after a few weeks. I called & spoke to a store manager & customer service manager and they agreed to order the necessary parts & fix the chairs. It took several weeks before I received a call back to schedule the service on the chairs, but they eventually came to our house to fix them. Only a few days later the chairs started to break again. I called & spoke to customer service manager & told him the issue & that I wanted new chairs. He said that was not an option & that they would order all new parts for all chairs & fix them again. After several weeks of not hearing from him I called & he said the manufacturer only had a few of the parts & not enough to fix all chairs. I was then told they would fix the ''most broken' chairs & I could call when the others break & they would fix them then. We have gotten the runaround from the beginning and just want proper chairs for the money we paid.Desired Settlement: We either want brand new chairs to replace the ones we currently have or we want a refund and we will return both table & chairs and take our business elsewhere.

Business

Response:

On behalf of Cohen's Furniture we do apologize to our customer and Revdex.com for our delay in replying back to customer [redacted]'s complaint letter. We did not get the 1st e-mail from Revdex.com but did get the second. We had to investigate the complaint first before we could response to our customer's letter to Revdex.com. On April 22, 2014 we completed a service order for [redacted]. Our Professional Tech Department sent a Tech out to the house of [redacted] and repair on concerns and customer signed off the service form that all work was completed and the customer is satisfied. In all concerns with our customer we look to work with our customers in a fair and balance matter. We did the same in this matter as well. We thank [redacted] for his business and look forward to having us back shopping at our store so.

Consumer

Response:

Review: When I purchased furniture on 10/3/14, the salesperson ([redacted]) stated that it would take two weeks for furniture to arrive at store. On 10/24/14 (three weeks later) I received a call that the furniture had arrived and was in Cohens' warehouse. I was told the earliest it could be delivered was by 11/7 (in two weeks). This is a total of five weeks from our purchased date. The furniture has already been paid for in full. My complaint is that Cohen's totally misrepresented the delivery time. I will concede that the receipt includes a statement with a space to be initialed by the customer, which states that sales can take up to 6 weeks after ordering. However this was not pointed out at the time and I did not initial this on the receipt. However, they now have the furniture in stock, and I do not understand why it will take two weeks to be delivered when I live in Wilmington, DE.Desired Settlement: Delivery by 10/31.

Business

Response:

To whom it may concern, This letter is in reply to a Revdex.com complaint from our customer [redacted]. We are sorry for the long delay in our response to his letter to Revdex.com. We never received the letter request from Revdex.com in the mail and just recently was able to have a copy e-mailed to us. We would like to thank [redacted] for his business, we at Cohen's Furniture, value all of our customers and we would now like to address our customer's concern. As a furniture company our furniture can arrive to our warehouse in a minimum time frame of 2 weeks depending on the manufactory the customer decide to purchase from. As our customer pointed out we do place on our sales slip this information and we also place in it the policy area which is above the signature line on the sales slip as well. Now what the sales person told our customer is correct the time frame for our furniture to arrive to our warehouse. It seems [redacted]'s complaint is the delivery time frame he received from our front office. On the average, our delivery dates are already schedule out to 11/2 to two weeks in advance. When our customers come to the front counter to finalize their purchase we inform our customers that we will call them when their merchandise arrive and if they are a delivery customer, we inform them that we would set up a delivery date with them at the same time. On behalf of Cohen's Furniture, we are sorry that our customer expected the arrival of his furniture and delivery to his home would be within the same 2 weeks time frame. We try to make our policy very clear to our customers. We do hope this reply will help to clear up any misunderstanding from our customer. We appreciate your attention to this response and do apology for the delay. Sincerely, Cohen's Furniture Business Office

Consumer

Response: