Diamond Furniture

Review: I went into diamond furniture on February 16, 2014 looking for 2 bedroom sets, a dining room set, and a living room set. I ended up finding everything and was told that because my living room furniture was a "special order" the sectional would take 4-8 weeks to arrive. I paid the entire balance on my order in cash. The first delivery was made on March 6, 2014 that was to include everything I ordered except my sectional and bedroom dresser (was notified about that on that morning). When the delivery arrived and everything was assembled, the drivers notified me that my daughters footboard was "not on truck" and therefore her bed could not be assembled. I called diamond the following day asking about her footboard only to find out that it was lost in their warehouse and another one had to be ordered. It would be a month before her footboard arrived after much back and forth. During that month the dresser arrived also leaving only my sectional to be delivered. It is now June 12, 2014......4 months since I placed my order and I still have not received my sectional. I don't receive any calls from diamond or my salesperson notifying me of of any updates regarding my order, I'm constantly calling asking for updates and getting a different response everytime. It is very frustrating having a new home and having patio furniture in the living for my guests and family to sit on.Desired Settlement: I would like my sectional to be delivered by june 16, 2014 or I would like a full refund in cash, just like I originally paid, for not only the product but the delivery charge also since a single attempt was never made to receive my product.

Business

Response:

[redacted]Hello,

In researching this complaint, I found that the customer ordered special order merchandise. We clearly state on our form that with some manufacturers it can take 12-16 weeks or longer. While most of our special order merchandise is available in 6-8 weeks, the merchandise the customer ordered is dependent on overseas shipments. In this case, the manufacturer orders what is called a "pre-cut kit". This a process whereby fabric is ordered and sewn overseas (in this case [redacted]) and is shipped to the manufacturer to assemble on the frame. Because this involved an overseas shipment, it can be delayed even further due to [redacted] inspections prior to being released to the manufacturer to assemble. Once assembled it is then delivered to Diamond Furniture for delivery to the customer.

I do apologize both for the delay in responding as well as the delay the customer is experiencing. I did find that originally the manufacturer was to deliver this merchandise to us last week but had to postpone the delivery for one additional week. It has finally arrived, the customer was contacted and a delivery has been scheduled for Saturday 6/28/14.

While there is nothing I can do about the delay the customer has experienced, I do want them to know that they are important to us. Because of the delay, I am authorizing a "preferred customer" discount on their next purchase with us. The customer simply has to present this offer to a Manager at any one of our locations and we will give them special pricing not available to the general public.

Again, my apologies to this customer for the delay they experienced.

Sincerely,

Diamond Furniture, Inc.

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: My Spouse and I bought a mattress from Diamond Furniture. The first week we slept on the mattress, it started to sink in the middle. We returned the mattress and they said they would give us a new mattress and that we wouldn't have a problem with the new one. We took the "new" mattress home and the second night sleeping on it- it started to sink in the middle. We went back to the store and requested a refund. They stated to us that they would only offer store credit. I then called corporate several times and they stated they would only give us store credit. My spouse and I feel as though they sold us a refurbished or previously used mattress. After both mattresses had problems we went online to look at reviews of the mattress and of diamond furniture. There were SEVERAL reviews of diamond furniture selling damaged/ used furniture. We decided we were definitely not going to get a mattress from this store. We ordered a dresser and nightstand just to “use” the store credit. However after doing more research on the furniture, I expect Diamond will only send us damaged furniture. We do not want to purchase another mattress or anything else from this store. After the hassle we continue to go through, all we want is our money back for the original mattress we bought.Desired Settlement: We hope to resolve our issues with Diamond Furniture by receiving a refund.

Business

Response:

Hi [redacted],

In researching this complaint, I found the following:

Customer purchased a full size mattress, box-spring, and frame which was picked up on March 23, 2013. On or about April 14th, customer stated that mattress was sagging and we exchanged the mattress and box spring. On or about April 28th, customer stated that mattress was again sagging. We offered a reselection to a different mattress which customer refused - stating that they wanted to be refunded.

Customer contacted our Corporate HQ and spoke to me - stating that she wanted a refund as she had gone "online" and found that the mattress we sold them was a defective product. At this point, I checked with our Service Department and Buying Department for a performance review of this set. This is one of our top sellers and we have not had complaint after complaint on this set. I also checked online to see if there were complaints about this mattress and could find nothing online about this particular mattress...customer then stated that it was Diamond Furniture where she found complaints.

I explained our refund policy - no refunds - store credit only. I did offer to deliver a reselected mattress and box spring. Customer refused.

I was advised by the store manager that this customer had reselected to a special order nightstand and dresser. We ordered this merchandise and it is now in our [redacted] store ready for pick up.

Unfortunately, we cannot accede to this customer's request for a refund. We have exchanged the set once, offered a reselection to another set and have now special ordered merchandise that they chose. I would be more than happy to have our Manager open the merchandise ordered for them and inspect it prior to the customer picking it up.

There is really nothing further that we can offer them.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have gone through nothing but hassle with this business. They sold us a bad mattress. We were understanding and cooperative in the beginning when the first mattress was defective. We drove all the way there to return the first mattress and try the new mattress out. After the second mattress started to sink in and we had to drive that one all the way back to the store, we started to question the store. We were understanding with the first mattress being faulty, but after the second one, we no longer trusted Diamond Furniture’s merchandise.

Diamond Furniture states that they have exchanged the mattress set once (because their merchandise was defective), offered a reselection (which we could not risk getting a defective mattress again) and “special ordered merchandise that they chose”. The only reason we “chose” this merchandise is because we were forced to use the store credit.

Diamond Furniture stated: “We offered a reselection to a different mattress which customer refused”. We refused another mattress because this was the second one that was bad. We couldn’t keep getting a “new” mattress every weekend, just because Diamond Furniture sells faulty/ used mattresses.

They also stated: “They wanted to be refunded”. Yes, after the second time of receiving a bad mattress we did request a refund because we did not want to chance going back and forth exchanging the mattresses.

We tried to be corporative. We tried to be understanding and work with them. Instead of Diamond Furniture rectifying the situation, they have done nothing but try to make us feel like we were the problem. They now have not only lost my future business, but they lost the business of my family and friends as well.

Please see the reviews of both [redacted] and Diamond Furniture below:

“Their warranty appears great, 10 years replacement we were told if not satisfied but when you read the print under the tag at the end of the mattress it becomes clear. Depressions have to be 2" which is like a crater to sleep in. Ours appeared in 5 months after purchasing. Only 1 1/2" so too bad. Because it is a pillow top we can not flip, so now we have a mattress that is killing our backs. I wrote the president and the company but it has to be 2" or more. I would never recommend a [redacted] to anyone.”

“Diamond Furniture company is a truly bad representation of good customer service and have horrible company standards. Their slogan is "Nobody beats the Diamond Deal", however this is a complete hipocritic statement. I was recenlty at the [redacted] location and saw a sofa and loveseat set for $723.00, thinking this was a great deal I put on lay away with $400 down. About 4 days later my sis and went to another store looking for a table set. At that store we found the same exact sofa and loveseat for only $580.00. So right away I called Diamond furniture and asked if they could do a price match or atleast refund us the $400. Unfortunately the manager of at diamond did not want to cooperate with us. He said that he wouldnt be able to match the price bc it was not the same manufacturer and couldn't get the money back since it was 1 day past the 72 hrs of getting refund. Now Im forced to use the $400 store credit on the other crap they sell. Never again will I deal with such a company.”

“My husband and I purchased from the [redacted] store in March 2008. When the furniture was delivered, the loveseat was damaged by the deliverymen. When I reported it to the store, the treatment we received was horrible.”

“The worst place to shop for furniture! we had very bad experience TWICE, they sold us mattress that was not the one we had seen in the store, we brought it then we wanted to get a sofa, they said the delivery will be next day, then they changed ithome and it was not firm at all. to 2 days. we canceled it immediately, customer service sucks, they only care about the $$$, go somewhere else, there's no quality at diamond furniture, NEVER AGAIN!”

Review: We originally picked up our merchandise on August 5, 2013, and when we got it home the bureau was damaged and they gave us a cheaper mattress, not the one we ordered. I called them and they said they have to reorder it and at that time we could return the merchandise and pick up the new. They called and left a message that the mattress was in, but not the bureau but that will be in on the 20 th of Aug. When I called they said no merchandise is delivered until the 21 st. And it should be in then. When I went to return it on the 21 st. they told me I had to return it to the [redacted] Diamond Furniture. I argued that I ordered it in [redacted] therefore I should be able to return it there and pick up the new. They said I had to pick it up in [redacted]. So I said well I don't want it so I want to return it, and they said you can't return it, because I financed it through them and it was already paid for. I didn't receive one bill yet therefore didn't pay a penny as of yet and they said it was already paid for from the bank. Therefore I said we should be compensated for since I have to go out of my way to pick it up in [redacted] and they said they wouldn't do a thing for me. So I went to [redacted] and picked it up angrily, and will never shop there again. Everyone I talked to said they were wrong, which I totally agree with.Desired Settlement: I should be compensated for my time and aggravation they gave me along with the extra gas I used going to the [redacted] store then to the [redacted] store. I feel that $100. Off the price would be fair.

Business

Response:

In researching this complaint, I spoke to the Manager at our [redacted] location. This customer was advised that the damaged dresser was due in from the manufacturer on or about 8/21. This means that the merchandise is received into our central warehouse in Philadelphia. This customer, having picked up his inital order, was aware that he would receive a phone call from the [redacted] store when his merchandise arrived there for pick up. Instead the customer came to the [redacted] store on the 21st to pick up. Our Manager advised him that the merchandise was in our Philadelphia warehouse and he would have it transferred on the next available shuttle to our [redacted] store. The customer insisted that he get it that day. Our Manager advised him that the only way he could get the merchandise that day was to pick it up from our Philadelphia location. The customer left and then returned to the [redacted] store stating he was returning everything. He was advised that we would not accept return of the merchandise. He then came back again and insisted that we pay him $30 for gas to go to Philadelphia to exchange his merchandise. Again, the customer was advised that he could wait until the following day to pick up the merchandise in [redacted].

The customer lives less than 2 miles from our [redacted] location and it is approximately 12 miles (or about 15 minutes) to our Philadelphia location. the customer was not forced to drive to Philadelphia to exchange merchandise. This was his choice rather than wait until the following day when a shuttle truck could bring it to our [redacted] location.

I do apologize for any inconvenience, however, it was the customer's decision to drive to Philadelphia and this is not a compensable situation...especially for $100.00. I cannot authorize a refund in this amount. What I will do for this customer is to insure that he will have authorization to receive "preferred customer" pricing on his next order with Diamond Furniture. If this acceptable to the customer, I would need to know so that I can send an email to him to take to any Diamond Furniture location to receive this special pricing.

Sincerely,

Customer Service

Diamond Furniture

Review: I purchased a bed from Diamond Furniture in mid October, on Dec. 1 the "slacks" on the bed completely broke resulting in me falling to the floor while laying in the bed. On Tuesday Dec. 2nd I called the service department at Diamond and spoke to a Maggie P[redacted], she took my compliant and said that the repair guy "Tony" would call me in a few days; but if he did not call me by Dec. 4th please call again. On December 4 at 11am, I called back and spoke with Maggie who then stated "well it does take a couple of days for him to call, but I will fax the service ticket over to him today". Originally she stated this was going to handled after my first call on Dec. 2nd. At approximately 4:47pm on Dec. 4th I received a voice message from "Tony", stating "I am done for the day but you can leave me a message and I will call you back at my earliest convenience". I then called the phone back immediately, it rang several times and then Tony answered the phone. He proceeded to tell me that he had just gotten the service request earlier that day and had no knowledge of my previous call. Tony then stated that he was the only repair person working and he would not be able to get to me at the earliest, December 8th but he could not tell me a time. I then explained to him that I do work full-time and I would not be inconvenienced any further by now having to take time off from work and wait for him. He then stated that he would try to come on Saturday Dec. 6th but again he could not give me a scheduled time other than a 3hr window and even that is not a guarantee because he was already over-booked for the day.

I called back to Diamond today, Dec 5th and asked to speak with a service manager and was told that he, Jerri R[redacted] will be out of the office until Monday December 8th, I then asked at that point to speak with a store manager and was told "the store manager does not handle complaints regarding service issues" and I was transferred to the voice mail of Jerri R[redacted].

As a result of this incident I am forced to sleep on the floor and/or a very uncomfortable couch, I have chronic back issues as well as arthritis so sleeping either on the floor or couch is very uncomfortable for me.Desired Settlement: I would like for my bed to be repaired properly and within a reasonable time frame. To tell a customer that you are putting in a repair request then it does not get done is totally unacceptable, to purchase furniture and then have it fall apart on you little over a month later is a disgrace. There is no reason why those paper thin slacks should have been placed under a queen size double pillow top mattress with twin box springs. The bed should have been properly put together with the right equipment from the beginning.

I want the Service department of Diamond furniture to be more accessible to its customers, when you call them regarding a repair they should follow through until they are assured that the repair has been completed properly and to the satisfaction of the customer. Perhaps properly training their customer service team on how to be more empathetic to the customer, teach them proper phone manners, example: being to quick to "cut you off" in the middle of your call and then they transfer you to a voice mail. Over all the service I received while I was there in the store compares very poorly as to how I was treated once the purchase was made, I doubt highly that I will purchase any other pieces from this location nor will I recommend any family members or friends to purchase from this store.

Business

Response:

In researching this complaint, customer called our Service Department on December 2nd to report the broken slats on her bed. A service call was entered on the same day and it was faxed to the Service Tech on December 2nd. Customer was told at the time that it would take a few days to hear from the service tech to schedule an appointment. Customer called back on 12/4 to state she hadn't heard from the Service Tech. It was explained again that it does take a few days to hear from them but assured the customer she would fax the request AGAIN. I cannot answer as to why the Service Tech did not receive the first fax but it was sent the first time the customer called. In fact, customer service went the extra step to contact the Tech by phone just to insure that he had received the service request and to request that he call the customer ASAP as she needed her bed.The customer called again today after hearing from the Service Tech asking to speak with the Store Manager. As we all know, everyone has a function. The cashier answering the phone explained that the Store Manager did not/could not handle service calls. We do screen the calls to insure that the customer gets to the correct person to handle their issue THE FIRST TIME. I know that personally it is frustrating to call for a problem and/or issue only to have to explain the situation several times to different people only to be told that they needed to transfer my call to the "proper" person. Our Service Manager is on his regularly scheduled days off...he returns to work on Monday. If the customer wants to speak to the Service Manager, it will have to be on Monday.No one has been ignoring the customer's issues...a service call was entered the day they first called. The customer has received a call from the Service Tech to schedule a day. The tech gave her a 3 hour window...I do not know of any business scheduling a service call being able to give an exact time. I can appreciate that the customer JUST WANTS HER BED FIXED!! I would feel the same. I do apologize that the customer feels that they are being ignored. Rest assured, we are doing everything humanly possible to take care of this customer. Sincerely,Beverly G[redacted]

Review: I bought this queen size mattress with a box spring.

A month later they had to replace the wheels they broke.

Had to drive an hour each way to get legs.

Then the following week they had to bring me a new frame.

The bed makes tons of creaking noises on top of sinking to the floor below us.

The bed is 8 months old. I had issues a month later and the following week,

I feel they sold me a bad bed. Called the store and nobody cares. They got your money,

I have been paying my bill for 8 months on time.Desired Settlement: New mattress and box spring.

Exchange it out please.

Business

Response:

In researching this complaint, I found that the customer contacted our Service Department on 10/7/14. An Exchange was done on 10/9/14. I’m not sure who else the customer spoke to, but this complaint was handled within two days.

I’m not sure what the problem is at this point.

Sincerely,

Customer Service Department

Regards,

Bev G[redacted]

VP of Administration

Diamond Furniture, Inc.

3400 Kensington Ave

Philadelphia, PA 19134

###-###-####

bev.g[redacted]@diamondfurniture.com