EMS Home Furnishings, Inc.

Review: Item not received after almost 26 weeks since ordering, calls are not returned. Given run around about item.

On May 2, 2013 I ordered custom recliner to go with our living room set. (MFR 330 Stock# [redacted] sku# 286, cover 183-14 graphite) Was given 10 week timeframe. Paid deposit of 264 on a total of $536.37 Contacted after 12 weeks and was told that it was still at manufacturer and going out on next shipment. At 18 weeks contacted the store 3x and left 3 messages which were not returned. At week 19 called Redding store and informed that Chico store was closed. Was told to talk to [redacted] who was not in, left message. Call was not returned. Called again when he was "in the office" left message that wasn't returned. Called again and told item was in LA and shipping soon, delivery would be arranged ASAP. Contacted [redacted] AGAIN during week 23, who was out of the office and left message. Call not returned. Called AGAIN during week 25, informed [redacted] was not in office (big surprise, we are told that almost every time) left message telling him we are filing complaint with Revdex.com.Desired Settlement: Seeking full refund.

Business

Response:

The Customer recieved a full refund on February 11th 2014

Consumer

Response:

I had to contact the business' licensing department who then had to push the business in order to get the refund. The only reason why they refunded was because they faced possible actions against their license. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: bought lift recliner on 4 / 15/ 13 due date apporx 4weeks after 6 months of waiting asked for a refund in oct.have been calling store weekly and told the manager was not in they would have him call back. still waiting for a phone call and a check that was to be sent to my home 12/18/2013 Desired Settlement: a check for full amount of $720.20

Business

Response:

The Customer came into the store and reselected to another item and recieved delivery of that merchandise on February 17th 2014

Review: My wife and I paid 1,887.70 cash for a sofa and a loveseat, that we were not going to get until mid-March anyway, on February 14, 2014. We changed our mind when we bought a sectional elsewhere and cancelled our order. Since then we have been given the run around about our money saying it was returned in the mail undeliverable to our address. The guy said he verified the address and they were gonna send it to the business itself and I would pick it up which is what I said in first place. These people are really incompetent! I just want my money back.Desired Settlement: what I paid $1887.70 is what I want back no more, no less.

Business

Response:

The customer recieved his full refund on March 6th 2014.

Review: We purchased a sectional couch on January 13, 2014 for $1309. 35 and paid $660. We were told it would be 4-6 weeks for delivery. On February 25th we were told our couch was in and went to pick it up. We paid the balance of the purchase $649.35. When it was loaded into our pickup I saw it was the style of couch we ordered, but not in the fabric we had ordered. Ron, the manager told us to take it and he would put a rush order in for the right couch, should take 3 weeks. He would deliver it and pick up the wrong couch. It is April 21st now and we called 2 weeks ago asking about our couch. We were told it would be in Friday and they would schedule delivery the following week. No call! Called today and was told it would be in Friday!!! This seems to be the "pat" answer to put customers off. We have waited over 3 months for a couch that we have already paid for. We are ready to load up the one we have and dump it on EMS's front door and demand a refund!Desired Settlement: We are tired of waiting for a couch that does not seem to exist. We want a full refund of $1309.35.

Business

Response:

Company states that they refunded the account.

Consumer

Response:

I am rejecting this response because: As of 4:30 p.m. Wednesday, May 14th, we have not had any refund credited to our account. In addition, we were told 19 days ago that were gettng a refund, but none came. [redacted], the store manager states he has reissued a refund on Monday, May 12, but until it is credited to my bank account, I do not consider this matter resolved!

Business

Response:

Thank you very much for bringing this matter to my attention . I just researched this and found that this customer received a full refund on there bank card on 6/4 . If there is anything else you would like for me to do on this please let me know . Thanks again and have a good day. [redacted]

Business

Response:

Here are copies of cust: [redacted] (Case #[redacted]) of the credit to their credit card. Please let me know if you need anything else. Thanks, Ron.

Consumer

Response:

Revdex.com,

Review: Ordered 2 side chairs to go with a couch & love seat I purchased on March 18th 2013, was told they would be ready in 5 - 6 weeks.

chairs have not been delivered as of 6-9-2013 was told several times they didn't have a full truck coming from southern CA yet. The last times I have contacted them they would say they we be in on Friday and delivered the following week, this has happened 3 times and the whole next week goes by without any contact.Desired Settlement: Because the chairs were special ordered for color, I just want my chairs.

Business

Response:

Business' Initial Response

Mrs. [redacted] purchased a Sofa, Loveseat and a couple days later came in and ordered two Occasional Chairs from us. We delivered the Sofa and Loveseat right away, but the 2 chairs were in a special order fabric. Special orders normally take 6 to 8 weeks. We have run well over that time frame with Mrs. [redacted] chairs. We were told at one point the chairs were ready but went to have them picked up and they were not there. We have been having some issues with this particular manufacture but I believe have these resolved. I believe that the chairs are finished and will be ready for pick up next week. Unfortunately the factory is closed until Monday the 8th to verify. I would be happy to give Mrs. [redacted] a discount for the inconvience or if she chooses I can refund her money on the chair purchase. I would like to do whatever Mrs. [redacted] would see fit.

Review: The furniture ordered on 7-14-13 has not been delivered as of 10-23-13.

I ordered a chaise and loveseat, #XXXXXL and XXXXXR, on 7-14-13. As of 10-23-13, the items have not been delivered. Total price $1288.92, with interest-free financing through GE Financial. "Allow approx 8 wks" is written on my sales copy. on 9-10-13 I called the business, but the phone rang and rang with no answer. I tried to call three more times that week, but never an answer. On 9-17-13 I called the Redding store, but no answer. I called two more times, but no answer. On 9-19 someone answered and said that the Chico store had been closed and that [redacted] was handling the open orders. The man said he would have [redacted] call me back. After three days, no one called me back. I called again 9-23-13 and asked for [redacted]. The man said [redacted] wasn't there but he would have [redacted] call me back. He did not call back. I called again several times, but no answer. I finally talked with [redacted] and he said he would call the manufacturer and call me back. He did not call back. I called him and he said again he would talk to the manufacturer and call me back. He did not call back. Since this, it has been a series of missed calls and excuses involving trucks, manufacturers, and communication errors. I asked why EMS does not have an answering machine, voice mail, or a receptionist. "I don't know," the salesperson said, "we just never have." On 10-23-13 someone called with a rambling excuse of, "... the rep said he would talk to you, but he's out and I can't get in touch with him... get a truck... check the production of that piece." It was a completely nonsensical, chronologically unsound, rambling list of excuses. I called GE Financial and they are started a "Deceit Investigation."Desired Settlement: I would like my couch delivered ASAP or a complete refund.

Business

Response:

Final Consumer Response

11-14 furniture was delivered and set up in our home. We're satisfied with the delivery and furniture.

Review: I ordered furniture from them on August 17, 2015 and was told would be here between 8-12 weeks. It was to be delivered by Thanksgiving and it is now the next year. I have contacted them several times and they keep telling me different stories for the delay. They even brought the wrong furniture to store saying it was mine but when opened it was not mine. I have given them deadlines for getting me my stuff since I had to pay for it before delivery. The person I have been dealing with is [redacted] the manager. They do not communicate with me I am having to call them every week.Desired Settlement: I want all of my money refunded if no furniture by 1/5/16 at 1700 hrs. I explained this to [redacted] on 1/3/16 at 1600 pm.

Consumer

Response:

Consumer stated " The company that I had issues with provided me the furniture and compensated me. So my issue has been resolved. Thanks for your help, [redacted]"

Review: I purchased a coffee table and two end tables as a set on 1/26/16. I was told it would be delivered in three weeks. It was not. I went to the store and inquired about the tables and was told it would be here in another couple of weeks. I paid for the second half of the total invoice of $428.93 First payment by credit card on 1/26/16 of $215.00, second payment on 2/17/16 by check $213.93. I went to the store again on 3/6/16, no furniture had been delivered. I asked when I would get delivery-no answer. Then I talked to the store manager, [redacted] and asked to cancel my order. He said that was fine, and he ran a credit card refund in his machine for the $215.00. He told me I'd get a check for the balance of $213.93 in seven to ten days. I did not get a credit card refund nor a check by 3/16/16. I called the store. [redacted] told me the bookkeeper told him that there was a problem with the credit card refund, it never went through. I told him I did not receive a check from the store either. He asked me to give him my credit info again and he would rerun the credit of $215.00. Also said that my check was mailed on 3/16.

I called my credit card company today, no refund from EMS Home Furnishings is pending. They suggested I file a complaint to get my credit card monies returned. I did.

I decided to file a complaint with you so I can get my cash back on which I wrote a check of $213.93.

I think [redacted] is stealing monies from the store and customers and he should be reprimanded for this and fired. I am a senior citizen and am disgusted by this behavior. I have never run into this type of thievery in any other furniture store.Desired Settlement: I want all of my money refunded, totaling $428.93. I'd like to see this store manager fired from his job. He's a thief.

Business

Response:

On Mon. 3/21 the customer came into the store and received her refund check . [redacted] called merchant services in regards to the credit card refund . [redacted] put the merchant services representative on the speaker phone , the merchant services representative told her that the card had been refunded but that it can take 7 to 10 days for the bank to process it . There was no ill will on [redacted]s part to steal her money.

Business

Response:

On Mon. 3/21 the customer came into the store and received her refund check . [redacted] called merchant services in regards to the credit card refund . [redacted] put the merchant services representative on the speaker phone , the merchant services representative told her that the card had been refunded but that it can take 7 to 10 days for the bank to process it . There was no ill will on [redacted]s part to steal her money.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I bought a couch and set of tables from EMS furniture. I put a $900.00 deposit down that evening. I changed my mind and decided to shop around some more. I called the next morning and talked to [redacted]. He is the owner. I was told the money would be returned to my account via return electronic transfer within 5-7 business days. That time passed with no return. I called again and spoke to [redacted] again. I was told the money would be in my account in 48 hours. Still no return. I called again and spoke to [redacted] this time. I was told I would have to be mailed a check. I later spoke to [redacted] again and was told I would be sent a check. I waited several days and no check. I then figured out that I was not going to get a check and had them deliver the couch that I had selected. I figured Its better to have the couch than nothing. I was left being owed a balance of $72 dollars and was told I would be sent a check. After two weeks and no check I called and had them make me a deal on the tables and got them also as I figured I was not going to get my money back. I was lied to repeatedly by [redacted] and never di receive a refund. I took furniture that I did not want really because I could not get a refund. Beware of this business it is very shady and dishonest. Go elsewhere you will be better off. Hope this helps somebody to not go through what I went through.Desired Settlement: I wish I could return this furniture and get my $900 back like I originally wanted. But I don't want to give them the furniture back until I am paid in full. I don't trust them. I'm sure they would just repeat the same lying and dishonest behavior.

Business

Response:

Mr. [redacted] purchased a sofa and 3pc table set from us on 7/28/15 . He called us a couple of days later to say that he wasn't sure the color of the sofa would work or not . He asked if the sofa came in any other colors , we told him that it did not but we would send him pictures of similar sofas in other colors. Mr. [redacted] then contacted us a couple days later to say that he would rather have the original sofa. He took delivery of the sofa but said he no longer wanted the tables . We cancelled the tables and delivered the sofa the week of 8/10 , he even called the store to say how good the sofa looked in his home . Before the refund check on the tables arrived he called and asked for a better price on the tables which we gave him and delivered them the week of 8/17. It normally takes about 7 to 10 days to process and receive a refund check . I don't understand his claim that he was " lied to for "weeks " when all we tried to do was work with him and make him happy, including both of the delivery's which were done after our regular delivery hours to accommodate his work schedule . In no way was Mr. [redacted] deceived or lied to . We work very hard to satisfy each and every customer . Sincerely [redacted]

Consumer

Response:

I am rejecting this response because: I still want to return the furniture and get my money back. I'm sure they have a return policy. I only took the furniture because I wasn't getting my refund. I was told a check was mailed to me. Funny I never got it. The truth is it was never mailed. I was lied to and worn down until I just accepted the furniture. It shouldn't be too late to return it.

Business

Response:

We've already been over this , there will be no refund.

Review: I ordered my couch and loveseat on May 15, 2013. I have yet to receive my delivery. I have contacted the store by phone and in person. I have spoken with my salesman [redacted] and the owner/manager [redacted]. I have saved multiple messages on my cell phone regarding when I will actually receive my order. On my receipt it stated approximately 4 weeks for delivery. It has been 9 weeks past that and I have gotten every excuse from "I was in surgery" "your order wasn't on the truck" "the truck driver had a family emergency" "the representatives for EMS that are in LA are at a furniture show in Las Vegas". I have been told multiple times that I will receive a phone call with information and details on when my order will be delivered and go days(up to over a week) before receiving a call, sometimes having to call back myself just to get any idea of the status of my order. Some of my messages saved on my phone include "contacted company involved... we are looking for compensations for you... how disappointed we are with them" "Paul and Gabby at a furniture show last week" "I've been talking to Paul all morning" "we are working on it" "Found it, it is on their dock... scrambling to see how quickly they can get it on a truck up here... scrambling to see what they can do.... Mike, that handles the freight has already been up here this week". The last message I received was on August 9, 2013. I have not received a call back or any information since. Today's date: August 15, 2013.

Order/Purchase Date: May 15, 2013

MFR:300

Stock#: SeattleS and SeattleLS

SKU: 1512 and 1513

Sales Rep: [redacted]

Payment Amount: $1359.80

(Sofa: $749.95, Loveseat: $729.95, 5yr product protection: $149, Haulaway old sofa: $10, Delivery: $70, Tax: $94.87)

Payment Method: VisaDesired Settlement: I just want my couch and loveseat. I special ordered these items because I WANT THEM. I have been very patient and have waited this long but I could have already received the same couch and loveseat from a different company. At this point it might be best to receive a refund, especially since I don't feel like my 5yr product protection will be worth it if anything needed to be replaced since they can't even uphold their deal to delivery the product.

Business

Response:

Business' Initial Response

We have been having trouble getting Mrs. [redacted] merchandise for mutiple reasons and cant seem to get it resolved. It has been very frustrating for Mrs. [redacted] as it is for us. On August 23rd we refunded Mrs. [redacted] Visa Card for the full amount of the purchase.

Review: Purchased a couch from this facility and gave them $1500 down payment to start the process. I was told at the time that the couch would take 4 weeks to arrive. I also ordered another item of furniture from EMS. At the time I went to pick up the second item I ordered, I inquired on the eta of the couch (this was already 2 weeks into the process). I was told the man would look into it and call me back. It took several days when I received a call saying I hadn't been forgotten about but they were still looking into the eta of my couch. I received a call 1 week after the initial inquiry stating it should be available in 2 weeks. After 2 weeks past, we called several times to get updates and were promised several different dates of delivery. I was told that one man would even stay late on one saturday and ask his daughter to help deliver it but that we would definately have it that Saturday. Finally on Sunday, March 23 we asked for the couch to be delivered by 6pm or we wanted a refund of our deposit. We were told that the couch would still be a week or two out and we would get a refund within 7-10 days. Two weeks later still no refund or couch. Every time we have called this store we have been met with promises and overall run around. I work in a customer service field and all I wanted was good customer service (the truth told to me). I am a pretty resonable person. All they had to say in the begining was they were having issue with the manufacturer or something. They just kept going on with stories and untruths.Desired Settlement: I already filed a claim with my bank ([redacted]). Ems needs to refund my bank the money that [redacted] is temporarily issuing to me.

Review: have [redacted] ltd-lifetime warranty, soon after purchase both chair, cushions on couch (all of them) cording is coming out throughout cushions, problem may 2010, purchase 7-3-09, 886-peyton, s,c, and h 13

$1363.78 discover., cording coming out went into store w. all my documents was told to push back into cushions or just cut off, 8 of them been pushing it back in. for almost 4 years, store said they could dome out and cut., very poor policy needs to b fixed or replaced now not at all happy with furnitureDesired Settlement: honor my lifetime warranty store said I had needed to pay extra, not according to my warranty This is not normal wear and tear. makes the furniture look really cheap, does not represent your company very well.

Business

Response:

Business' Initial Response

In looking into Mrs. [redacted] issue, I see that we were notified in February of 2010 that the cushion cores were needing replaced for the Sofa. We ordered replacement and took care of Mrs. [redacted] on April 15th 2010. There is nothing noted regarding the issue that Mrs. [redacted] is speaking of. The lifetime warraty covers that Sofa frame, springs and cushion cores. Fabric is covered for only one year which is common with most furniture manufactures. Unfortunately we are well past the one year time frame and would be unable to get cushion covers replaced without a cost to the customer. If they would like to do this I would be happy to find out how much the covers would cost and get them sent for the customer.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

nothing wrong w fabric company did replace cushions they were too soft , it is the cording around the cushions white plastic poking out did call them on this issue just not noted on the account at store Do not need new cushion covers not a thing wrong with material

Business' Final Response

Unfortunately the cording around the cushions is considered part of the cushion cover from the manufacture. The lifetime warranty only covers the wood Framing, the springs on which the cushions sit and the foam cushion cores. Again, I will be happy to find out what the manufacture would charge for the cushion covers and get them for the customer at that charge. If the customer would like to contact the Manufacture I would be happy to provide that information to them. We are just following the guidelines of the manufacture warranty.

Review: January 24-16 my husband and I ordered four chairs from EMS Home Furnishings and were told, and signed agreeing, that it would take 4-6 weeks to receive them.

When the six weeks was up we began to call to see why they had not come. [redacted], manager, told us they were on there way and they would arrive within a couple days. We were told this time after time....., when we called to see if the chairs arrived.

We finally told [redacted] that if they had not arrived by April 1-16 we wanted our deposit of 300.00 back. They did NOT come and we asked for our deposit April 1-16 and now we are being told, every few days, that our money is on the way.

THANK YOU IN ADVANCE FOR HELPING RESOLVE THIS MATTER........[redacted]Desired Settlement: We want a refund of our $300.00 deposit on the chairs (Jan. 24-2016).

Check # [redacted]

Business

Response:

Unfortunately we were unable to fulfill the order for Mrs. [redacted] in the time frame that was quoted to her . Mrs. [redacted] did however receive a $300.00 refund check today 04/13/2016 , Sincerely [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. "April 12-2016 I filed a complaint against EMS Home Furnishing. Today April 13-2016 we are pleased that the company came through with our 300.00 deposit. But, we are not happy that they strung us along almost six weeks of personal contacts (phone or face to face) trying to get our merchandise or deposit back. Thank you for being available if needed.[redacted]"

Review: Ordered couch on Feb. 9, 2014. I was told it would take 4 weeks for delivery. Every week since then I have tried calling to check on status and between no one answering the phone or excuses of delay of delivery truck, I am getting frustrated. It it now 6 weeks and there is no contact from them of status even though when I do call the person I need to talk is not there and they never call me back. I am tempted to cancel order if I don't hear or have couch delivered in a couple days when I have family coming to visit with no couch to sit on.Desired Settlement: Deliver couch by Thursday, March 27 or I will ask for refund.

Business

Response:

Mrs. [redacted]'s account was refunded on April 11th 2014. There was a delay in getting the item from the Manufacture. It was ready to ship but could not be here in time for Ms [redacted]'s time frame so we cancelled the order with the manufacture.

Consumer

Response:

I am rejecting this response because:

EMS Furniture is not telling the truth. I have not received a refund and their explanation is completely false. Here is the ch[redacted]o of events:

Feb 9, 2014 - Ordered couch and I was told it would be delivered in 4 weeks

Mar 8, 2014 - Called EMS Furniture to check on status and order is not ready and [redacted], the mgr will be getting a hold of mfr. I never got a response.

Mar 24, 2014 - I called EMS Furniture and spoke to [redacted], the mgr, and told him that I really need couch as family were arrive on Mar 28th and I had no furniture.

Mar 29, 2014 - I called EMS Furniture at 10:02 am and I was told by [redacted], the mgr that couch was being loaded on the delivery truck for delivery that day.

Mar 29, 2014 - I called at 3:56 pm and spoke to [redacted] the mgr calls and said that accident on hwy and could not make delivery and he could not call earlier because phone system went down.

Mar 30, 2014 - [redacted], the mgr called and said he could not get a hold of driver and I requested that they try to deliver that week. Family had to sit on lawn furniture in my living room. I also told him that if I did not receive the couch by Thursday, Apr 2nd I would cancel order.

Apr 2, 2014 - [redacted], the mgr called me and said they could meet my demand because they ran out of couch fabric and they would need more time to make couch. I cancelled order and demanded refund.

Apr 5, 2014 - Called [redacted] to say that I have not received credit on my account. He asked for my debit card info to issue credit and it never posted. In addition he would contact GE Finance Co to cancel finance arrangement I had with them for the furniture.

Apr 15, 2014 - I called [redacted], the mgr and again told him that the credit is stil not posted to my account nor does GE Finance Company have my order cancelled to credit my finance plan. He said he just printed the cancellation with GE Finance and he would mail me a copy. I never received a copy of cancellation. THERE HAS BEEN NO REFUND.

This business continues to lie and now I'm worred abou my credit standing with GE Finance Corp who financed the furniture purchase. I have filed a dispute with them and hope to resolve that with them too.

Any help is greatly appreciated.

###-###-#### cell

Business

Response:

Company states that they did refund the consumer. Company sent over a copy of the credit voucher.

Review: A few years ago my Dad and my stepmom purchased a couch and loveseat for a housewarming gift for our family along with a 5 year warranty. Shortly after getting them the stitching on the loveseat was coming out and one of the footrests corners got a hole in it. We promptly called EMS Home furnishings and let them know what was going on. They said no problem. It's definitely covered under your warranty. After that we started feeling like they were dodging our phone calls and when leaving messages for the manager and so many times never calling us back however everytime we actually talked to the manager he would apoligize for not getting back to us and assure us that they are working on getting the parts in to fix the couch. We called several more times and they had excuse after excuse. This went on for OVER 2 YEARS!!!!! HUNDREDS OF CALLS!!! At one point we called and their was a new manager that told us he didn't know what we were talking about and that their company doesn't even deal with that kind of thing. We call back again a week later and explain what we were told. Says previous manager was incorrect and yes we will get our couch fixed. Finally after 2 Years they came and got our couch and was told we'll have it in 5 days. 5 days turned into a few months and call after call excuse after excuse. Everytime the parts were coming in and one day the part was in but it was for the wrong side of the couch. More waiting. Finally after having our couch for several months they finally delivered it to our house. One week later the stitching came out in the exact same spot. We realized that after all that they didn't replace the part like they said. They just RESTITCHED IT!! Called and explained what had transpired. Mentioned that their was some peeling also.We want 2 new couches. They say that since their is peeling we wouldn't have to deal with them anymore and to call the manufacturer and the manufacturer will probably replace both couches. WERE DONE!!Desired Settlement: We would like no less than for both of our couches to be replaced or the entire $1,157.12 that we spent on the couches and warranty to be returned in full.

Business

Response:

We contacted the vendor that they purchased there warranty from and got them to agree to let the customer come back into our store and reselect to another sofa set . The customer was contacted yesterday and is going to come in and reselect . So at this point the issue has been resolved . Sincerely [redacted]