Express Furniture Warehouse

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Revdex.com:At this time, my complaint, ID [redacted] regarding Express Furniture Warehouse has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Revdex.com:
At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].
Sincerely,
[redacted]

Review: I purchased my $3,599.99 worth of furniture on March [redacted]and told [redacted], the [redacted] that I did not need the stuff to be delivered until April **but to make sure, all my furniture comes in one piece and in one order since I was giving him enough time. He said all my furniture was available. On April **, the delivery men hired by Express Furniture Warehouse showed up with a slice in the wedge of the 3 piece sectional that I refused. Upon delivery my furniture, the delivery men put a hole in my hallway ceiling because there was one professional delivery man and the other guy had no clue what he was doing and as a result, I have a hole in my ceiling and black hand prints all over my walls. I pictures to confirm. The delivery guy called [redacted] and I was told that [redacted] was going to check to see if they had the wedge in Ridgewood and that he will call me back in 15 minutes. But I never received a call and when I called back, the phone just rang and no one ever picked up. I tried again on 4/**and again the phone just rang but after 11 times, [redacted], the [redacted] picked up. I explained the situation and he took my number and asked me to hold. 2 minutes later, I was hung up on. I tried to call them back and after 15 attempts, Don picked up and I asked him why he hung up and he said he went on the line and I was not there. So I said, if that was the case, you had my number why didn't you call me back. I told him that this is not the way a PROFESSIONAL PLACE DOES BUSINESS. He said he would look into it and get back to me. He called me back around 3 hours later and said there is NOTHING HE CAN DO FOR ME until [redacted] comes back to work on Friday. I said are you kidding me and he said no. He said [redacted] will contact me on Friday. I asked if there was someone else who can handle this because [redacted] was supposed to contact me back on March ** BUT NEVER DID, so I really do not trust his word. So it is Wednesday, 4/**and now I have to wait until [redacted] gets back. But [redacted] was reliable before to call me back so I do not have faith that he will contact me back. Now I do not have the wedge to my sofa, two end tables and a middle table (which I was told by the driver that the reason they do not have them is because they are on back order). Do not if they are not available or tell the person, they are back ordered!!!! Also, I have to repair the ceiling in my hallway and repaint the black hand marks that are all over my walls.Desired Settlement: I want the furniture that I paid for and I don't want to have to wait weeks for it. With that being said, I want the wedge of the couch, the end tables and the middle table delivered this weekend (4/**or 4/**).

IF this cannot happened, then come back and take everything and refund me for the $3,599.99. And if you don't do that then we will see each other in court.

I also want to be compensated for the hole in my ceiling and the black hand prints that the delivery service that Express Furniture Warehouse contract for this delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Good evening,

I purchased a queen size mattress from this company in 2014 and paid a 50.00 delivery fee. The mattress began to sink or "pit " in the middle and sides after 3-4 months of use, causing back pain and restless sleep. I contacted the company via phone and was told I would have to submit request via email for a substitute mattress. I immediately did so, with no responce for up to a month. I called the store and after being given inconsistent answers as to why my emails were not being responded to , I was given a subsequent email address for another manager. I promptly sent him the required info including pictures. Again I received no response after several follow up emails. I called the store again, placed on hold for 10-15 minutes and was then told. "o, your mattress is here, but you have to pay 60.00 for us to deliver it". On top of the unprofessional customer service which I encountered, and being sold defective merchandise , being charged an additional delivery fee is unheard of. If I paid my original purchase price and delivery fee for a defective mattress, why should I be charged again for its replacement. I handled my obligations as a consumer. The fault now lies between the manafacturer and the store. I am requesting the refund of my second delivery fee for 60.00Desired Settlement: I am requesting the refund of my second delivery fee of $60.00

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].Sincerely,[redacted]

Review: In the middle of September 2014 I purchased a bunk bed from this company for my tw daughters, ages 13 & 8. Their father and I share custody so my kids sleep on their bed maybe a total of two months since this was purchased. The mattresses on this bed is horrible, it has only been used maximum of two months (maybe even less) and the mattresses already has been sunked in and worn out. Now it feels just like you're laying on a piece of wood with no foam. This is utterly ridiculous, both my kids complain every time that they have back pains from laying on this bed. I suffer with my kidneys and I cannot lay on their bed with them on my right side because it's ridiculously hard and it puts pressure on my kidneys and causes me more pain. Now, in order for my kids to lay in their bed, I have to spread extra blankets to make it soft for them, or they rather sleep on the sofas. I had a friend over, who was going to sleep on their bed, but she complained it was like sleeping on wood only. I contacted the store today December ** 2014, to ask for some sort of exchange for which I am willing to pay for something better. [redacted], the respresentive who spoke with me, offered to charge me $240 for two new matresses but I am not going to pay the full price of two mattresses because they need to deduct the cost of the matresses we a currently using. If I paid this, it woul be as though I am paying them double for something that clearly isn't good.Desired Settlement: I would like a replacement of two new matresses of a different brand and quality. I would like them to now do this without any cost to me. I am sure they are very much aware that the product they sold me wasn't good. No matress goes bad after 2 months. My kids need their bed and they need a proper place to sleep, I would greatly appreciate if we can have this settled ASAP. Thank you.

Review: I have purchased a bed set from this company and the frame on the bed, is broken it is not the right frame for this bed and the company refuses to replace this.. At first I had a bed that was sinking it took them 3 weeks to replace that. I told them if you don't replace the frame we are going to continue to have the same problem. I have sent several emails I have went down in person and I made phone calls and still no help what so ever. I have been waking up with sever back pains, ever since this issue started, with this bed set. Now the new bed that they sent me is extremely loud. I have paid this company almost $2000 dollars, and the quality of the their product is very poor and they refuse to help me fix this issue. All i'm asking them to do is just replace what's broke and that's it they mess up not me.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Express Furniture Warehouse has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I went to purchase a love seat and sofa set. The first set could not fit in my apartment so I went back the deliver guy told the sales person my measurements for the doors and elevator so the sales person told me the that a set I seen it would fit so Saturday night on 3/*/14 the same delivery guy come and put the love seat in he goes down stairs to get the sofa he comes back and says it doesn't fit so now I call them and tell them to just give me the same love seat they said ok it will be delivered Monday today is the [redacted] and I am still waiting I call they tell me he coming and no one has came yet

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had furniture on layaway because me and my children when the shelter I currently don't need the furniture because I'm moving out of the Bronx and I wanted to receive my money back and then wouldn't give me the money back they wanted me to have a store credit the furniture I don't need cause I'm movingDesired Settlement: I want my money refunded

Review: Delivered defective furniture. Bedroom set was damaged by delivery persons. [redacted] stated he would replace, and has yet to do so.

Review: I bought a leather Sofa and loveseat in January 2015 along with a 10 year Multiple Warranty. The policy of the warranty promised if the material cracks, peels, or rips they will try to repair it and if they are not able to fix it, then they will replace the merchandise. In September 2015, I notice that the material on the arm of the large sofa had deep cracks, I checked the cushions and the even in the inside of the back piece there were all cracks and ripping. I contacted the company the furniture store uses for their warranty Ultra Shield. My wife [redacted] spoke with Sandy, she explained that the entire sofa and loveseat have damages Cracks peeling and rips, and explained that the damages happened all at once, all at the same time, the entire material started to crack and within the cracking the material is deteriorating. Sandy requested pictures of the damages. Sandy sent one of her technicians to check the merchandise. The technician stated the damages are fixable and stated he will speak with Sandy from Ultra Shield to order the materials for both the sofa and loveseat. Sandy did not call back for over a week to advised about when will she order the material. When my wife finally spoke with her on the phone she stated they are not able to fix the damages now or in the future and will not replace the merchandise because it had multiple cracks, rips and peeling. I was confuse about what she said because I bought a 10 year warranty that promises to fix or replace the merchandise. My wife and I spoke with the store manager Robert that stated he was also surprised to hear that Ultra Shield is not willing to fix or replace or damage merchandise. I showed him the original pictures my wife sent to Sandy from Ultra Shield and also sent him new pictures of the damages. Robert stated he will call Ultra Shield to help get this matter resolved or he will make sure he will get us the merchandise fixed. My wife spoke with Robert on on November *, 2015 and he stated there is nothing he can do to help us, once Ultra Shield has denied the request to fix or replace the merchandise. My complaint is; why will they sell us a 10 Multiple warranty if they not willing to do as promised in their policy, and then deny to fix or replace the damage merchandise. We feel cheated by the merchant and the warranty company. Is like we bought a 10 year warranty for nothing. The sofas has no physical damages, it just the material.Desired Settlement: We would like to get what was promised. If Ultra Shield is not able to fix the material on the sofa and loveseat, then we will like to get the merchandise replaced as promised by their warranty. If they refuse to replace the merchandise then I would like a refund on the warranty.

Review: I have a sofa and ottomon on layaway. Both business in Oregon shut down with out notifying their clients. I was able to get a telephone number for the store located in New York. I have made several attempts to call to speak to someone regarding my account and my money that they have from the layaway. I have called over and over numerous amount of times and am unable to get a hold of someone. The phone was answered twice and I was placed on hold for over 15minutes and no one ever came back on the line. Then I would try calling again and it would just ring and ring and no one would pick up or the phone would ring so much it would go to a busy signal. I feel like this is a bogus company. I just want my money back which is around $600-700.00.Desired Settlement: Refund by cashier check. I do not trust a check, not knowing if the company is bogus. I do not trust them with my credit card information.

If they are willing to ship me the sofa and ottoman at their cost, that would be fine. However I will not pay them until furniture has arrived and in my possesion.

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].

Sincerely,

My mom placed an order for a dresser which she paid half the amount to have placed on layaway. She called the following week to see if they had it in stock and was told that they did so she came in the next day to pay the remainder amount and have it delivered only to find out that they actually didnt have it in stock. She waited two weeks and and did not receive a phone call whatsover from them. Finally they tell her they had one. She goes to the furniture place and it happens to be damaged. At this point, she has paid in full for a dresser that has not been delivered, She's now waited a month fand there is no time frame of when she'll have it. They refuse to refund her money back after they told her that they would deliver it the next day once paid in full. I DO NOT recommend this business to anyone. It is a rip off, a scheme, they are all irresponsible, disrespectful and do not care about servicing their clients.

Review: I purchased a bedroom set in August 2014. A few days after delivery and set up the entire bed was shaking to the point where my fiancé and I thought that it was going to fall apart.

I called Express Furniture Warehouse to express my concern and told them that I believe the bed, which was supposed to be part of the [redacted] collection, was faulty. They told me that they could send someone out but they would have to be compensated. I was extremely upset because I strongly believed that this should have been covered under the warranty.

EFW never came to take a look at the bed. I went to the store and had to ask a representative to come with me to take a look at the bed. The representative came along and tightened the bolts but that still didn't rectify the problem.

The bed is now more unsturdy and it squeaks like an old bed. I'm seriously afraid that it will break. I called EFW and [redacted] and neither of them are willing to come to my assistance or replace the bed which should still be considered to be under warranty.

I need this situation resolved immediately. If I had the funds I would just go out and get a new bed. It's very unfair that I spent approximately $2,600 on a bedroom set and no one is willing to assist it honour the warranty on this bed that is not even a year old.Desired Settlement: I need them to replace this bed!!!!

Review: I order a sofa, ,love seat, 2 end tables and a coffee table. I only received the sofa, 2 end tables and the coffee table. I never received the Love Seat. I have been the calling the wear house every day for the last 3 days and no one got back to me. I already paid them in FULL. I am requested that someone get back to me ASAP and let me know when will I receive my Love Seat. I only paid partial delivery fee payment because I ONLY received partial delivery. Once I receive my Love Seat I will pay the balance. I am really getting sick of the run around with this company. When the delivery man came out to my home to delivery the sofa they came at 12 midnight and they were VERY disrespectful to me and my 2 under age children. I explain to the manager over and over that my building has a 8 pm delivery restriction and they came at 12 midnight and I had to pay $100.00 fine to my landlord because of the deliveryDesired Settlement: I would like the rest of the delivery to be delivered within the next 2 days before 8 pm.

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].Sincerely,[redacted]

Review: Signage did not match mattress displayed directly below sign. Even the saleslady was not aware when she was conducting the sale. Both the saleslady and I became aware of the discrepency as I was about to seal the purchase with my credit card.Desired Settlement: Purchase of the mattress displayed beneath the signage at the signage price.

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].Sincerely,[redacted]

Review: I HAD FURNITURE DELIVERED TO MY APARTMENT ON 10/**/2014 THE DRIVERS THAT DELIVERED THE MERCHANDISE DAMAGED THE ELEVATOR. CALLED THE STORE MULTIPLE TIMES TO TRY TO GET PROBLEM, RESOLVED. THEY STATED THAT THEY ARE INDEPENDENT DRIVERS THAT WORK FOR THERE COMPANY. THEY SHOUL BE HELD RESPONSIBLE. THE REP STATED THAT HE WILL CALL BACK ONCE THEY FOUND OUT WHO DELIVERED THE MERCHANT.Desired Settlement: Refund

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was paying on a chaise sofa since Feb. it was $698, which I paid $319 on the merchandise this far, the beginning of August I was told that the sofa was no longer available because its discontinue, at this point I went in the store to see if I saw anything else that I liked but I didn't find anything. so I asked for a store credit and I wanted to use it toward me daughter furniture which is in the same store and I was told that couldn't not be done. then he told me that he had a sofa in the Bronx, when I called the person on the phone said that they did not have it either, I feel that I should get a store credit and I should to be able to use it toward my daughter furniture. Since it no merchandise for me to pay on.Desired Settlement: I should be giving a store credit and I should be able to use it toward my daughter merchandise.

Review: I purchase funiture on Feb. **, 2013 and never received on both dates were giving to me. In March of 2013 I was put in jail I had my sister go to the furniture store to get my money back but they kept given her the run around. I also sent a notarized letter with my ID like they asked but they still wouldn't give her the furniture or the money. The [redacted] at the time told my sister that I had to be the one to get the money or furniture this was going on for about a year. when I came home May of 2014 I went to the store with the original receipt and they told me that they delivered the furniture on Feb.**, 2014 to me to a address I don't even know. I ask them how is that possible when I was in jail. The [redacted] told me that I came in with a receipt and changed the address. I told them thats impossible because I was in jail and I showed him the ID from jail.

The [redacted] told me that well somebody came posing as you with a receipt and I asked him how when I have the original receipt right here. The receipt the [redacted] showed me was for a purchase of this year Feb. **, 2014. Well they are trying to cover up what they did.

I asked for my furniture or my money back but they are giving me the run around.

Also the [redacted] and sales person that sold me the furniture is no longer there and the [redacted] that sold change the address and the receipt this year is there.

They should not beable to get away with it.Desired Settlement: I would like to have my money back or the furniture I purchased.

Consumer

Response:

At this time, I have not been contacted by Express Furniture Warehouse regarding complaint ID [redacted].

Sincerely,

Review: Delivery was made at 8PM at night in a rush and in doing so they damaged our rug in the apartment that was just put in that same morning brand new. They refuged to give us the money for a new rug and claim they are not responsible for the delivery. First of all they lied and said they would deliver it around 3pm we spoke with the store at that time and they said it was on its way, we called three more times and they kept saying on its way. then the delivery person called and was angry because he claimed he was at a job that would keep them until 9pm, We said we needed it that night even if it was at 9pm they came at 8 pm and in haste they ripped our brand new couch. we did not notice until they walked out we have pictures and they refuged to take responsibility for their error. the rug is a 250.00 rug that we worked very hard to save for.Desired Settlement: monies to replace the damaged rug.