Furniture & Electronic King

I am sorry for the miscommunication. The warehouse hours are on your invoice so you could have seen it when you placed on layaway. Again, I am sorry for the inconvience

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I dont accept your response, in fact I think this has to be the worse customer service I have ever recieved from a company. There is just no way a sofa goes flat with in a year unless the item was alreay defective , made wrong to begin with. The repair guy even advise this was a defective. I get that I called 7/1/13 and warrty ended 6/23/13, but when a sales rep that we expressed  to that we didnt care for a fabric protection and didnt want when your sales rep [redacted] advises us that oh no our warrty covers all repairs to structor to fabric so we agreed. So for you to point that out that it was a fabric warrty we bought than your reps are misleading customer to purchase protection under false statments. 2nd for you to says look at the invoice and there was a wartty number on there already so that you had provied from the time of sale yes there is a number written on the I nvoice doesnt say what its for. and we called you guys and your reps pulled our invoice so I assume your the only one who know what that number ment since we where told we should have got a card that looks like a credit card , never got a card at time of purchase. and if the case was we already had our wartty number but no compant name or number as to who we call, not sure why none of your reps just gave us the name and number to call. No your reps gave us the run around from 7/1/13 untill we finally called the customer service number on 12/3/13 that you guys said you would have a repair guy come out. and that repair guy was not even able to repair since he advised you only pay him to fix one thing when there was more than one things wrong.  he even called you guys and you told him not to fully fix the problem. the repair guy did say sorry but you guys said no! So in the end he came and really didnt resolve anything.  so for you to refer to the invoice does nothing but upset me more. I look at my invoice no where does it says  (FAB PROTECTION)  on the invoice we recieved  with our reciept . Again I guess you are the only one who know how to read your invoices since we called since july and explained what the problem was with the items we purchase and all your reps pulled our invoice and no one knew that wartty number was on the invoice and no one knew we only purchased a fab warrty only. so instead your reps gave us the run around making us call ever other day week after week telling us oh we are out of cards , we are having our system updated, we are waiting on the information since going with a new wartty company, haveing us come to the store and telling us sorry cards have not came yet and to have the ware house drop off useless soultions. and for you to point out the open box we recieved with a bottle of soultion was something we didnt pay for  again upsetting and I never asked for that. if you would like you can come and pick up your solution since neither bottle does us any good.  and that we would have paid a higher cost for  a better warry well than I guess your sales rep are in the business of misleadig the customers. so in the end we are stuck we a damaged sofa that will not last another year per the repair guy. so we  will have to purchase new sofas but wont be with you guys since now we are aware of the service you give. maybe it doesnt matter to you that you lost us as a customer but word of mouth and the internet go a long way these days. so we will make sure we advised people of your services you give!  I just hope you retrain your staff to know how to read invoices and not mis lead customers when purchasing warrtys. Since at the end of the day this could have been resolved on 7/1/13 if your reps knew how to read the invoice. Regards,

[redacted] & [redacted]

Tell us why here...It is my understanding that the warehouse contact you to set up an exchange for this sat to keep you happy. I am glad this can get resolvedThanks for your Business[redacted]

I cannot email you proof, that is the point, your...

employee submitted the paperwork incorrectly.  You can contact the credit company who shows documentation of my calls & complaints.  I spoke with Christopher today who gave me the reference numbers for the two purchases made the same day at the same time, totaling $1500, both of which your employee said he would submit as 1 year no interest per the sign on your wall & which he verbally verified with the credit company at the time.

Good Afternoon,

I think there was a lot of mis communication with this customer. We have Tried many times to reach the customer and could not. We Finally Reached her this morning and we have her scheduled for delivery and we are refunding her delivery fee as a courtesy. The Customer...

seems very happy now and she states she will call us after her vacation to schedule delivery. Very Nice Lady. 

Thank you

I am sorry for the issue you have experienced . I did pull out your original file and did contact the mfg. the mfg do not use screws like the ones in the picture that we saw. We sent the picture to the mfg and they said they believe someone at your home tried to do a self fix on it and the screws...

used were just too long. We have then went into our warehouse and looked at over 30 sets and the mfg is correct, none of those screws are used on any of our sets . We do have a Furnture repair company we can send out to you but since the job was a home job, the mfg will not cover the costs. If you would like the cost to have your set repaired, please let us know and we will get that for you from the outside vendor thank you

Ask for [redacted], he's very low pressure and great to work with! We love our new furniture!

My wife and I bought a dining room set and a sectional living room set and put them on layaway until escrow closed on the house we were buying. The day escrow closed we went back and ordered an additional sectional living room set and paid the entire bill for two sectional sets and dining room set in full and was told the warehouse would call when they delivered. they called in a little over a week and delivered everything except one end table was missing for one of the sectionals. I signed paperwork and was told it would be delivered the following week. This was not true. It took another 3 weeks to finally get one end table and everytime I called they always said next week. we had the majority of the furniture but were frustrated. What they should have said is there was none available, they had to put it on back order and it would be delivered when availabe, and we would have been happy. Just my advice is that is the way they should handle this sort of thing.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed...

action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The attitude of customer service person '[redacted]' regarding the contract and the validity of how 'special' this order is; his comment of "What, we're supposed to just keep it for 6 months until the next customer, no"  made no sense.   As I explained to [redacted],  I moved here from the midwest recently and went to this company due to a hook of getting a TV when purchasing over 1999.00(I also needed cable and internet but had no TV) so I thought I could kill two birds.  The sales person and myself haggled to the point of NOT offering TV but getting better? pricing on furniture.   When my personals finally arrived, I found out I was going to be too cramped.   Instead of working with me, [redacted] was condescending, so I  looked up the company reviews, finding out [redacted] must be on the phone a lot talking to people since the reviews are not good.I understand what the contract says but am questioning the truthfulness but I also have experience that people who want your business will work with you.My intent was to continue with the dining set and sectional, but have not heard from the warehouse since Friday July 24.  [redacted] has soured me on the whole relationship with this store. 

Regards,

Good Afternoon,

I was just advised you do not have a repsonse from us on this matter. I am sorry about that. We offered to have our service tech out to repair the clients issues. The client called us and said he thought it was ok now. We told him in the future if he decides he wants...

service, to let us know prior to the one year experation of his warrantee.

Issue Closed on our end

Please Usdate your records with the response

Thanks

I was recommended to furniture king from a friend I purchase a Sectional an a mattress set.The salesman said it would take 7-10 Days to Deliver, However 4 Days Later they scheduled Delivery!!!!! The young man that was helping us was amazing he knew the product like a pro. while we were checking out the lovely lady told us he was the store manager For how young he looks hes doing amazing job!! Drivers were great and Customer Service was Amazing!! Definitely will be Back

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Cancellation policy is not view-able area neither sales person told me. It is in fine print.

Regards,[redacted]

I am sorry for the experiance you had with [redacted]. We are glad you brought it to our attention and will address. Can I have someone call you to schedule delivery? I will make sure he is not the one to call you

December 19, 2013

 

[redacted] & [redacted]

 

Dear Mr. & Mrs. [redacted],

 

Thank you for taking the time to make your concerns brought

to...

light.  We at Furniture King strive to

make each customers experience an enjoyable one and we are sorry that we were

unable to do this for you and I would like to review the events regarding your purchase. 

 

On June 23, 2012 you purchased a sofa, love seat and 3 piece

table set from our Glendale location.  I

would like to direct your attention to the enclosed invoice, invoice #

4960.  The enclosed is a copy of the

original invoice issued at the time of purchase.  On this invoice it reflects that you

purchased Fabric Protection (listed as FAB Protection at the bottom right of

the invoice) for the amount of $80.00 (not $150.00 like you stated in your

complaint).  At this price you purchased

protection from rips and stains only. 

You would only have received a “warranty” card which would allow you

register your purchase after delivery and be used to contact, the warranty

company ([redacted]) in the even you had a stain, tear, etc. 

 

Please note that the invoice does show a “warranty” card

number ([redacted]).  This number is

only written on the invoice when we have a “warranty” card on hand to give the

customer at the time of purchase. 

Otherwise the card number is not noted on the invoice and is just

provided to the customer at the time of delivery. In this instance, the

“warranty” card was given to you at the time you made your purchase and that is

what should have been used to register your warranty with [redacted] and to have

covered cleanings/repairs made.

 

In your complaint you stated that the warehouse had

delivered an open box with solution on 2 occasions.  The price you paid did not include a box of

solutions.  The boxes are an additional

cost and can be distributed with or without a “warranty” card, depending on

what exactly is purchased.  In your

complaint, you stated that you believed you were purchasing a higher coverage

and that you had been told by the salesperson that the warranty you purchased

would cover everything.  Unfortunately,

this was not the case with the level of coverage you purchased. 

 

Based on your complaint the problem you are having with your

furniture is that “the sofa seats are going flat”.  This problem would not have been covered

under the protection plan you purchased no matter how long after purchase this

had occurred.  Furniture King does offer

a 90 day warranty, in which we will repair or replace defective merchandise

within the first 90 days after delivery. 

After the 90 days there is the manufacturer’s warranty or additional

protection if purchased.  There are

different levels of additional protection that can be purchased that cover

numerous different things.  The more

protection wanted the higher the cost of the warranty.  Again, in this instance, your purchase only

covered rips and stains.

 

For the merchandise that you purchased, the manufacturer’s

warranty is 1 year from the date of purchase. 

Which means that the manufacturer’s warranty on your sofa and love seat

expired June 23, 2013.  Per your complaint,

you did not inform us of the problem with your merchandise until July 1,

2013.  At that time all of your

warranties on things like frame, cushions, etc. had already expired.  Had you informed us prior to its expiration

we would have gladly worked with you and the manufacturer to get your

merchandise repaired or replaced.

 

Finally, in your complaint you stated that we have sent a

repair person to your home in an attempt to fix the merchandise.  Furniture King in not under any obligation to

fix your merchandise at this point.  But,

we like to ensure that we do everything we can in order to help our customers

and make sure that they are satisfied. 

However, since our warranty on the merchandise expired well over a year

ago we cannot replace the sofa, nor can we offer any additional repairs to the

item.

 

We apologize that your experience is not what we would like

it to have been and I assure you that had you contacted us about your

merchandise prior to the expiration of the warranties we would have worked

diligently to have the merchandise repaired or replaced.

 

 

Sincerely,

Manager

Furniture King

Thank you for your letter. Please email me your Documents that show you were supposed to recieve an interest free period Becuase I am not showing that
 
Please email to [redacted]
 
Thanks

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

When I purchased furniture I was never told that all sales are final since it was a special order even though salesman never mentioned bothered to mention either those things to me. I think it is a sneaky thing to do by not TELLING me before I signed the invoice. I only received part of my order & that was 2.5 weeks ago. Last week I called f.k. warehouse & he said he would call me back that day which he did NOT. I will never buy another thing with this co. since the sales person does NOT SAY that all the furniture I picked out was special order & so then ALL SALES ARE FINAL which again was never mentioned before (& I did not know about this til I called the warehouse) I signed the invoice. I had wanted to cancel the order which was almost 2100. since I had cancelled the new house & I couldn't because of the special order & all sales are final policy. I also tried to get a store credit to get some furniture that I could use & the answer was no. By the way a part of my delivery did not get delivered. By the way my invoice states if there is a delay from the mfg. they will notify me immediately and reschedule delivery.Well it has been 12 days since I received partial delivery and f.k. has not called me once about it and said they would call me back last Friday & they DID NOT. Now I am worried that I will not receive the balance of my furniture delivery. My advice is do business with people such as lazy boy galleries because I had not problem cancelling an order of over 9600. & received my money back with NO ISSUES since I would not need the new furniture because I was not moving. In the future I WILL NOT BUY again from furniture king because they have their customers sign an invoice & THEY DO NOT BOTHER TO TELL YOU BEFORE YOU SIGN that it is special order so all sales are final. Lazy boy never had me sign an invoice. My advice go elsewhere to buy furniture where they DO NOT HAVE YOU SIGN AN INVOICE and they never bothered to tell me not even once that all the furniture was special order & that makes my order to be all sales are final. I wish I never stepped foot in that place & will never buy another thing in the future. I feel their policy was not forthcoming in my opinon & I find it a bad way to do business and I am extremely unhappy with getting stuck with almost 2100. of furniture. I think their customer service is terrible.

I will also tell everyone I know how this. co. operates.

I will make sure I tell everyone I know not to buy from this co.

Great Service and product! Very Happy!!

We currently do not have a policy in place for people to apply for credit over the phone, we require customers to come in to verify their identity this is for their protection and our liability. We take identity theft very seriously and choose not to extend credit without verifing  the...

customers identity. We are taking steps to incorporate new procedures for online and over the phone applications. Until these procedures are in place, we have to place the customers privacy above all else. Our current policy protects all customers regardless of any personal issues. If you have any questions or concerns, please feel free to contact me. [redacted] Operations Manager Furniture King ###-###-####

Thank you for your comments. We are sorry you were not happy with your experience . We are willing to issue you a check for 200.00 when we deliver your merchandise for the issues . We did special order the merchandise and you are unable according to your contract to...

cancel.  
Please contact tge the store to schedule delivery by 11/3 and we will authorize the 200.00 check he issued and the driver will hand it to you in delivery . 
 
Please soeak to sal the manager to schedule dekivery
 
 
 
I hope this helps a bit
 
thank you!