Colfax Furniture

I bought a recliner from Colfax in November. By March the chair was making weird noises and skipping when it declined. Since it was such an expensive chair, I thought it would be okay. By May the chair sounds like it is going to explode if it goes back. I was told to email [email protected] so they could review and repair the chair. Month went by with no call or email. So I called, being told that they would not be the ones fixing it, I would need to email [email protected].
So I did... weeks went by, once again no email or call. So I called, and was told they were waiting for a response from the manufacture.. they would call me Tuesday with an update. Thursday rolls around and still no call.. so I call. They tell me they’re still waiting and will email the manufacture again. 2 weeks go by.. nothing. I keep getting the run around. So I call the store and tell them I do not want to deal with the customer service anymore and I want my money back. As soon as I say this, I am told that a part has already been ordered for me! How convenient, right? Still, I do not want to deal with this company anymore so I say no thank you, I want my money back. (If it’s repaired, it will probably break again, and I’ll have to go through all this again. NO) I am then told I can call the manager the next Monday.. great customer service!
I call, and am told by the store manager that she can’t do anything.. that I need to talk to customer service. I call customer service. I was told there that “I would never get a refund.” My only option was to wait for the part to come in...
Overall this company does not care about their customers! Never once did they call me. Not once have they followed up on anything. Not once have they asked “how can we make this better for you sir?”
I have only heard “I can’t do anything for you.”
A company of people who can’t do anything for you.
I want my money back, so I can go buy a chair from a company that knows good business.

Under contract with all of our builders, Warranty matters will be covered under business hours (am - pm)The original call came in after hours, thus why the $diagnostic fee was applied.Understanding the issues at hand, we are going to give Mr [redacted] a (1) year extended labor warranty and credit the $back to the customer

Mr***, we at McGowan's are terribly sorry for your inconveniencesI know that our office is diligently working on rectifying the current situationWe made special arrangements to install the part needed to cool your home on this past Saturday.We will be following up with you on Wednesday to make sure that everything is properly functioning at your home Again, we apologize for your experienceWe diligently try to satisfy every customer with 100% satisfaction

We have spoken with Mr [redacted] in regards to the above mentioned compliant ID#We have in past (2) years serviced Mr [redacted] ’s HVAC system for various zoning and ductwork issuesThese issues have been addressed and McGowan’s has not been called for any service calls since July, In late March/early April, a service call was made and we found a faulty Blower motor in the indoor Air HandlerThis part is covered under the Manufacture warranty, and the homeowner is only responsible for warranty labor of the part, plus diagnostic fees, for a total of $After further review of the homeowners current history, we at McGowan’s have decided that we are going cover the cost of the warranty repairs [redacted] Service ManagerOffice: ###-###-####Cell: ###-###-####

PLEASE READ to the END. I think you'll find this interesting. I have done business with Colfax Furniture in Kernersville for many years and was pleased with purchases and service, before moving out of the area . . . THEN, last March (2018) my father purchased a mattress at the Kernersville store. After only a few months, "sagging" was very noticeable by sight and feel. Contacted the store; advised to contact their c/s; did so and was advised they do not offer a warranty with mattress due to the price they sell it for. Told me to contact manufacturer, Corsicana, which I did. They sent me a warranty package which I completed thoroughly and returned to them (including19 pictures). I didn't hear anything for some time and contacted them again. Was told that I would have to contact the store, as the store would have to handle it. Contacted CF c/s again and was advised that there was nothing they would do and I needed to contact the manufacturer. I advised numerous times that this had been done. Was asked to forward warranty documentation to them, which I did. I didn't hear anything from them for some time and called back to inquire. Was told again that I would have to contact the manufacturer. (Hello! Been there, done that!) They even stated that there was nothing on any of the mattress tags showing a warranty. I advised there was a code used by the manufacturer to indicate a warranty and this mattress had a five-year warranty. I was told explicitly that they would do nothing and I would have to deal with the manufacturer directly. I mentioned calling someone else who may "want to know" about the situation and investigate it.
Received a callback within a matter of minutes from CF c/s advising that he and his supervisor would look over everything one more time. Has now been days and still no resolution. I have tried to settle this for my father in a courteous and professional way for some time with the seller and the manufacturer. And, I am still no closer to a resolution. I am totally frustrated, as anyone would be. This morning, I had no choice but to take what I felt was the correct action as a consumer. I filed a complaint with the FTC and I spoke personally to a House Representative, who DID return my call, and he asked me to send him further details and he would look into the matter himself.
I urge you to research mattress warranties and c/s issues with companies. You'll be surprised what happens when there is a defect, especially with a mattress. As I have read other customer complaints, it was like writing my own statement. Many of the same issues. What has happened to standing behind what you manufacture or what you sell to a customer/consumer?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint:
I am rejecting this response because: I appreciate *** and McGowan's accepting that the zoning and duct work issues contributed to the blower needing to be replaced and waiving any associated labor charges However, the technician who responded to the service call didn't seem convinced that this would resolve the issue. He simply said he didn’t know what else it could be. This is why I asked for McGowan’s to extend the warranty. Under the circumstances this would be reasonable. I also pointed out that since the past issues contributed to the blower needing to be replaced, I shouldn’t have been charged the $service charge. So, I still ask that my warranty be extended, and my $service fee be refunded. Thanks for the progress.
Regards,
*** ***

Mr*** has been contacted and a solution to the problem has been made Mr*** is suppose to contact Revdex.com to notify of the solution

After reading your reviews I have experienced similar issues with Colfax Furniture customer service, store manager and their product. Their tactics are unusual and defraud the public. The products I've purchased have manufacturer defects and thus the store will not refund knowing this issue. I have made numerous attempts to reach out to store management which clearly ignores my calls. After dealing with staff and customer services run-around it is clear their statements are deceptive. Appropriate action will be taken.

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: Robin W[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@colfaxfurniture.net
Mrs. [redacted] did not make a purchase with Colfax Furniture. The sales contract is between [redacted] and...

Colfax Furniture. Mr. [redacted] signed the sales contract which identifies which pieces of furniture that he bought and a copy is given to the customer. His paperwork clearly states the items that he purchased. Mr. [redacted] also approved the amount that he was financing and signed the paperwork. Upon departure Mr. [redacted] was given all information regarding financing as well as the contact information for [redacted], but at no time was there any mention of confusion on financing terms or his selection of furniture that he financed.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because as previously explained, we were not given the opportunity to review and confirm what was purchased OR provided the correct information.
The information that was provided was FALSE and never discussed.
Final Business Response /* (4000, 9, 2016/03/13) */
From: Robin W[redacted]
Sent: Saturday, March 12, 2016 10:58 AM
To: [redacted]@greensboro.Revdex.com.org
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#29-1494-[redacted]-8-3100)
I could not locate a way to scan in all the information. You will find attached the financing agreement which was signed by [redacted]. Again, this contract is between [redacted] and Colfax. [redacted] is not on any paperwork or signed any paperwork. You will also see the sales order which [redacted] signed and agreed to his purchase as well as where Mr. [redacted] signed for picking up and the waiver for refusal of inspection. According to the sales order and his signature Mr. [redacted] agreed to the purchase of the Salsa bedroom group including the dresser and mirror. Mr. [redacted] also purchased a storage bench and a mirror. The sales order was reviewed with Mr. [redacted] before he signed.
Again, I would like to say Mrs. [redacted] has no claim to Colfax Furniture, the financing terms or what was purchased. This entire process was handled between Mr. [redacted] and Colfax Furniture.
Please see all attached paperwork with signature from Mr. [redacted]. Should you need any further information please do not hesitate to contact me.
Regards,
Robin W[redacted]
Store Manager
Colfax Furniture and Mattress of Winston Salem
[redacted]

I spoke to the customer today to let him know that we will be setting up a service cal with a repair company today for him.

I am rejecting this response because:
I purchased furniture from Colfax furniture with a 5 year warranty and Colfax refuse to honor the warranty. I previously filed the complaint with the Revdex.com and I was under the impression that Colfax was going to honor the warranty; however they have refused to. Colfax remains elusive when I attempt to reach out to them. Colfax honor the warranty that motivated me to purchase furniture.

Initial Business Response /* (1000, 6, 2016/04/19) */
Our customer picked up her bed on 4/11/2016. We had the customer conduct an inspection at the time of the load out and she did not refuse any of the items as should be done per Colfax policy if there are damages.We did receive the customer's ...

complaint on 4/12/2016 and are working with the manufacturer to get the issue's resolved. As all of our warranties go through the manufacturer it can take up to a week to get a response from them especially during Furniture Market. If the manufacturer responds to the customer favorably we try to service the issue as quickly as we can if we have the merchandise in stock.
Initial Consumer Rebuttal /* (3000, 8, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been dealing with them for 2 weeks now and instead of replacing my whole bed because there was problems with all of it they are only gonna replace two pieces and fix one. It has taking way to long and I have asked for my money back in which they have refused to give it to me!!! I will never go to this store again and I will not refer anyone there either!!

Mr. [redacted], we at McGowan's are terribly sorry for your inconveniences. I know that our office is diligently working on rectifying the current situation. We made special arrangements to install the part needed to cool your home on this past Saturday.We will be following up with you on Wednesday to...

make sure that everything is properly functioning at your home.  Again, we apologize for your experience. We diligently try to satisfy every customer with 100% satisfaction.

Under contract with all of our builders, Warranty matters will be covered under normal business hours (8 am - 5 pm). The original call came in after hours, thus why the $99.00 diagnostic fee was applied.Understanding the issues at hand, we are going to give Mr. [redacted] a (1) year extended labor warranty and credit the $99.00 back to the customer.

We have spoken with Mr. [redacted] in regards to the above mentioned compliant ID#. We have in past (2) years serviced Mr. [redacted]’s HVAC system for various zoning and ductwork issues. These issues have been addressed and McGowan’s has not been called for any service calls since July, 2015. In...

late March/early April, a service call was made and we found a faulty Blower motor in the indoor Air Handler. This part is covered under the Manufacture warranty, and the homeowner is only responsible for warranty labor of the part, plus diagnostic fees, for a total of $365.00. After further review of the homeowners current history, we at McGowan’s have decided that we are going cover the cost of the warranty repairs. [redacted]Service ManagerOffice: ###-###-####Cell: ###-###-####

Gary, the store manager, spoke to the customer and worked out were will deliver the back ordered piece when it arrives.  Unfortunately there was a issue on the manufacturing side that has caused the material/fabric to be delayed causing back orders on the particular product line.

Hi, I will be happy to offer her a 15% refund as a discount. Usually we do a 5-10% discount for floor models.... I am sorry that there has been a communication problem.  The store manager can take care of the refund.  If this is satisfactory, I can have the refund processed...

ASAP. Thank you,Greg

No Refund for a Damaged ItemI opted to have most of my order delivered. I did not see damage done on the inside of the item before they left and I signed my life away. After noticing the damage when I pulled the drawers out to fill them, I called the customer service line. The man on the phone said they would be happy to replace the item given I send them pictures of the damaged item via email. I did so a few hours after hanging up the phone. TWO WEEKS LATER, I receive an email from Jessica, the Customer Service Manager. Her great customer service solution, was to have me drive the piece to the Greensboro Warehouse on a weekday between 10 and 4 for repair. Reason Why This Solution Does Not Work:A) I had the piece delivered because it does not fit in my personal vehicle, meaning I would need to rent a UHaul Van to get it to the warehouse. B) I live in Winston Salem, this means it would be at least a 40 minute commute to the warehouse, meaning I would need to take at least 1/2 a day off of work. C) This piece weighs a lot, and I cannot move it in and out of my house with ease. Also moving it back and forth would only increase the damage. Upon telling Jessica this would not work for me, and I would like a partial refund instead, I was told they do not do refunds. Repair on their terms or nothing. I responded to this email saying I would be contacting the Revdex.com.Desired SettlementI would like to have a partial refund on the damaged item, 30% of the price I paid. Business Response Colfax policy as stated on the sales contract is that all sales are final, no refunds and goods must be thoroughly inspected upon pick up or delivery. As a gesture of good faith, a service technician was sent to the customer's home on 2/24/16 to repair the item. The customer has expressed that she was pleased with the service technician's work and Colfax considers this case closed.

Product Damaged Since Day 1 Several Calls Made For Repair.No communication.Calls being forwarded to Vmail.Managers/workers dnt care.Payment Info WrongAgreement Number:[redacted],Sept 2,2015 purchase date. Complaint Request Set. 02,2015. Model Number:0609202091,0609202092,060920296.The dresser, chest, nightstand damaged in backs warped manager client stated normal guy inspected stated not normal on 10/28/2015.two months after complaint. Scratches on dresser ,nightstand, and footboard. phone calls are being forwarded to voicemail and no call backs or pickup information is being given for a repair.Initial Payment 287.15.Total 90 day same as cash:1,197.87. 136.99 rental payment. Payments are made in 171.07 increments on Sept.23,25(x's2),28(x's2)30.October 2,26.All documented and approved payments. They can't explain where the money is going and why its not showing up on there end. I have over paid for this account due to bill pay set up. Email address given [redacted].net does not work. Went by managers are either gone to lunch or never there. I have spoken with Brooke & client on 10/28/2015 when repo guy came by to inspect. They refused to take furniture back and refund money due to a clause in contract that was not explained neither was a booklet card given or explained that I am paying for and did not know anything about until a secretary asked me yesterday 10/29/2015 did I know about a reward program booklet/card so someone is reaping the benefits off that card that I am paying for and knew nothing about So there is some shady business tactics going on within the company as well. I need to reimbursed for that as well as the furniture either being repaired or replaced. I have spoken with a customer service rep John two months ago that stated they were working on it? Brooke/Client are suppose to be managers there for the acceptance now program and client stated on 10/28/2015 he was making a adjustment to my account and I receive a phone call neither had been done when I went by the office yesterday 10/29/2015 and spoke with a secretary there all managers were gone at 12:00. No one was there to speak with me.Desired SettlementEither a replacement of the furniture completely or a refund of what I have put in. I have already over paid for this account and a reimbursement needs to be made in accordance to monies already received.Business Response On 9/2/2015 the customer entered into an agreement to purchase Bedroom furniture from [redacted],with the furniture being supplied by Colfax Furniture.Once [redacted]finances their customer they then purchase the furniture from Colfax Furniture,making [redacted]responsible for any repair or replacement.When the customer contacted Colfax Furniture Customer Service Dept. this was explained to the customer and our customer service rep.also contacted [redacted]to report the customer complaint.Colfax Furnitures contract is with our customer [redacted]. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The manager named brooke told me all payments made would be applied back to the account upon picking something else out the rewards program they refused to credit back and the taxes her manager client stated being that it had already paid what I put in could not be refunded. They then charged me a 10 percent 90 day same as cash fee ahead of time on top of the payment and my entire payment of 171.07 was not applied to the account. This company is terrible and take people money and don't explain thoroughly and expect us to be ok with it and I am not by far. If they had of done things correctly and in order they would have owed me 12.00 from what I already had paid in but that is not what they did I had to pay them an additional 200.00 in order to pay this account off the payments that was not showing up in their system brooke instructed me to file a dispute for those payments due to them not showing on there side. All my payments and documentation was taken to them they drew out payments of 171.07 and then accredited the system of only 136.99. Client refuse to return all monies paid in order to complete this transaction I had to pay more. I have all my documentation and payments that have been rendered to this company. When I told brooke about the 200.00 they took from me she just smiled in my face. I will be taking them to court. This [redacted] company is a bunch of crooks.Final Business Response On 9/2/2015 [redacted] entered into an agreement to purchase bedroom furniture from [redacted] ( [redacted] ), with the furniture being supplied by Colfax Furniture.Once [redacted] finances their customer they then purchase the furniture from Colfax , making [redacted]responsible for any repair or replacement. Colfax Furnitures contract is with our customer [redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They are still giving me the run around. How can you operate in the same business and not know what is going on in your business. I am not understanding nor following the repetitious lingo. Colfax prints the receipts out and they sent someone out to pick up the furniture in which all documentations are filed. I was charge 10 percent for the 90 days same as cash. My taxes were taken out and not given back and my 171.07 payments were not refunded as I was told by brooke and then clint decided no no explanation where my money was going why it wasn't being fully refund you can't take someone money and conduct business the way that they do and expect it to be ok and nothing be done about it. They are crooks and they don't care about the customers at all you. All my phone calls all the times I showed up and I got the complete run around. All I was told by brooke was if I didn't like they way they handled things then just dispute it and smiled in my face because I wasn't getting a refund and that the way it was going to be I either take it or leave it.They took my money and would not refund it and it is not ok. I was told by the guy that picked up the furniture that they could not do repairs on the furniture that they only handle little jobs as dresser drawers etc. that was two months going into the third month someone came out after I contacted their head office. The furniture I purchased three months ago was paid in full and they were suppose to give me a refund but they didn't they charged 10 percent for the 90 day same as cash payoff so I paid it to make the balance zero so I wouldn't go to jail by nutting up in their establishment. So someone please tell me.How is that so? How can they do that? I had already paid in over 1800 for 1195 account in a months time I have all my documentation from my bank where I paid theses crooks. 90 day same as cash is just that you don't separate what a person pays in at your own discretion and not tell them where it is going and why it has not been applied to the account the system is set up for auto draft on top of my automatic draft payments. I over paid them and they are refusing to repay me what they owe me. So I will be taking colfax as well as [redacted] to court.