Cramer's Home Furnishings

Review: I purchased a mattress from [redacted]s Home Furnishings 1/28/12, it was delivered on 2/10/12, on 2/25/12 I had to have the representatives of the store come and look at the mattress as it was coming apart, they determined that the mattress was bad and it needed to be replaced. They replaced it, but at the time I wanted the store manager to look at the mattress and help me determine whether this would happen again, he assured me it would not and signed a letter for me stating that if this mattress was defective the store would give me a full refund. This letter was my assurance that cramers could not rip me off as they have other people in this community that I know. It is now 6/13 and this mattress is also defective, not only that, but the store representatives that came out determined that the box spring is also defective, both need to be replaced. I went into the store and dealt with DJ, we found a mattress that seemed to be better and was $50. less than the original, When asked the owner [redacted] said that we would not be given a refund of any kind. This set off warning bells, again because of experiences that other people we know have had with this store, so rather than have to deal with a third defective mattress we requested a full refund as promised by the letter of the manager, they are now claiming that this letter was only in reference to the same exact problem recurring, rather than the mattress being defective in any way. I do not want to deal with this store, I do not believe that they have my, or anyone else's, best interest at heart, they believe in themselves and their shoddy products. I would like to end this association with them by having them stand behind the letter that their manager gave me. I am asking that they refund me the whole amount of $543.00, as promised and pick up the defective mattress that is now in my home.Desired Settlement: Give me a full refund as promised by the manager. Take away the defective mattress that I now have in my possession. I am not asking for anything above or beyond what I am owed, I have had two defective mattress's in less than two years, sleeping on these has not been the best experience for either myself or my husband. And then changing the beds out every 6 months has been a total inconvenience.

Business

Response:

We have contacted the customer about this situation. We have then since satisfied the customer to there satisfaction with a new mattress set and it has been delivered and set up on 7-10-13. Thank you

Review: This has to be one of the WORST places for not only customer service but for taking people's money and not helping when someone needs it. My husband and I spent $10,000 CASH at [redacted]'s in Omak last summer to completely outfit our top floor of our new house only to have numerous problems with staff including the manager. The only person of any worth here is named [redacted], who was very kind to us and very helpful when we were originally shopping; the rest are useless. Since purchasing furniture at this store, we have had a few problems with the couch and had to have it picked up twice to be fixed (both reasons for the same thing.) Most recently, our $1500 Sealy mattress has failed, the foam has broken down and now causes extreme back pain and discomfort and makes getting decent sleep nearly impossible. We first notified [redacted]'s of this problem 2 months ago and they eventually sent someone out to "measure and check" it out. After numerous attempts to reach the ONE and only person who deals with warranties, we were finally told that there was nothing that they can do and that the bed would have to visibly sag 2 inches for them to warranty it. Upon calling the manufacturer, we were told the bed could easily been taken care of via warranty if [redacted]'s had taken photos showing the sag in the foam bedding and that it only had to sag 3/4 of an inch and not 2 inches that the store rep had told us. The manufacturer said that they couldn't do anything unless the store filed the warranty with photos showing the measurements, of which, they (the store) have completely refused. To top this all off, my husband has had to leave work 9 times since we purchased furniture from [redacted]'s in order to meet them at our house for initial delivery, picking up the broken couch twice and redelivering it twice, and several times for two people to just look at the mattress. It is also very clear that the store manager, [redacted], knows absolutely nothing about what goes on not only in the store but with customers even her own staff AGREED!!! What is dually unfortunate is that I gave the storeworkers (and the manager) my husband's contact information every time they called me about our warranty request. The manager even acknowledged that she kept forgetting to write it down or enter it into the store's computer. I work a very busy schedule and am not always available for calls and informed them of that and requested that they speak with my husband instead due to his job flexibility. I have talked with several people in our area (including my parents) who have also purchased items from this store and have had very similar problems and cited the store manager as one of the major problems. We now are looking into having to travel to Seattle or Spokane to purchase a new mattress and will need to finance the cost instead of paying cash for it as well as paying for the travel. Our goals have always been to spend money locally to support our local economy and not with large department or grocery stores however, this has certainly changed that goal. The really unfortunate part is that since my husband's job is to aid in helping veterans sign up for medical care, VA benefits, assist families with dealth benefits and many other things, he is the only person who holds his office and each time he had to leave work to meet [redacted]'s at our house (9 times) veterans and their families were put out by not having access to him. He also had to use his vacation time in order to take the time off.Desired Settlement: I would greatly appreciate that the store either exchange our mattress for another of the same or similar, or file the warranty as we originally requested or 3rd, refund out money spent on the mattress so that we can go purchase a new one elsewhere. I would also like an apology for poor management.

Business

Response:

The individual that has been handling this situation is out of the store until Friday. I will have him respond

as soon as he returns. I apologize for the delay. Sincerely, [redacted]

Business

Response:

Hello,