Complete Suite Furniture, Inc.

Review: Have issues with the couch and two chairs we bought from the furniture store. The issues we have are issues that are under warranty and the company continues to make promises and does not follow through. We have been promised replacement parts for our furniture but was told the parts are not available. The company continues to ignore us with no type of remedy.Desired Settlement: Money returned or replacement furniture.

Business

Response:

To whom it may Concern.

Review: I bought a living room set that included A sofa, love seat and recliner, all with electric recline. After 5 months the recliner quit working and the repairman came to look and the cord had become tangled in the electric mechanism of the chair. I asked for the name of the manufacturer of the chair so I could contact them personally to see about a credit so I could get another chair that did not have the electric system. I called the store 2 or 3 times and was told the repairman had all this information and I needed to ask him. I asked him on 3 different occasions and he said he didn't know who the company was and would have to get that info for me. I did not hear from him so a week later I called the store again and was told I need to talk to the repairman, and I told him to please find the name for me because I was getting nowhere with the repairman, and they told me that since the chair was already 5 months old they could not give me credit on another chair, but could MAYBE give me SOME credit on the repair. I refuse to pay for the repair! I still want the manufacturers name so I can contact them, since the Complete Suite Employees are no help. They have stalled for over a month now.Desired Settlement: I want this chair exchanged for a non electric chair

Business

Response:

COMPLAINT #[redacted].COMPLETE SUITE FURNITURE WOULD LIKE TO APOLOGIZE FOR THE LONG DELAY IN GETTING THE INFORMATION.

Review: I purchased a Stanton sofa and chair set from Complete Suite a few years back. Delivery was ok, product had a couple issues that were addressed fairly quickly (bad seams on the pillows). Product has a lifetime warranty on the main structure of the set.

I bought the extended coverage because the sales rep said it would cover the fabric and seams for 10 years. Well after 3 years nothing is covered on the fabric except stains that myself, my wife, or a certified stain removing personal can remove before they will consider honoring the warranty. So now I am stuck with a sofa set that the seams are failing, the back cushions fabric is tearing away from the back of the sofa. Lesson learned I guess on the fabric protection scam.

My main issue and the one I need addressed is this. I have a lifetime warranty on the core of the sofa and chair. That includes replacement cushions that will not hold their shape. My wife ordered replacements in mid December 2013. Complete Suite waited till Jan 7ish to put in the order in to the manufacturer. Communication is a major problem with this company. If your lucky they will answer the phone. If they don’t answer your chances of a call back with in “48hrs” are less than hitting the lottery. If you manage to get someone on the phone from there warehouse, all you get from them is “We have a truck coming in on Thursday and it should be on the truck and you will have it Friday. If you call the store you purchased the product from they tell you to call the warehouse and can’t help you.

I understand that it may take a few weeks to have new cushions made and shipped. It has been beyond a “REASONABLE” amount of time to honor the warranty. It is now April 21, 2014. That is five months from the time we placed our ordered and still no cushions.Desired Settlement: Honor the waranty and provide me my cushion cores.

Business

Response:

We at complete suite furniture would like to apologized for the in-convince we may have caused the [redacted] family. The fabric warranty clearly states what is covered when you decide to get the extra coverage. We have had this coverage available for over 15 years.

We understand that the process of getting new cushions was taking a long time to get and we have restructure that process to make sure that will not happen again. The customer ([redacted]s) have already have received there new cushions on April 25th.