Furniture & Electronic King

We've made many purchases from Furniture King in the last couple of months and although we've had a few inconveniences, [redacted] at this store went above and beyond to rectify the situation and keep our business. We will definitely be back for any further furniture needs

Dear Mr. & Mrs. [redacted],

 

First, I would like to address some discrepancies in the

information contained in your response.

 

1)    

As I stated in my initial response your invoice

reflects a purchase amount of $80.00. 

This amount covers fabric only. 

Yes, the warranty can be purchased to include more coverage.  To receive the higher coverage level the

minimum cost is $150.00 and it increases from there depending on the cost of

the merchandise purchased.  However, at

no cost does the [redacted] (also known as [redacted]) protection plan cover manufacturer’s

defects.  Your problem indicates a manufacturer’s

defect.

2)    

You stated that there is a number on the invoice but,

it does not state what the number is for. 

On the 3 lines above the warranty number ([redacted]) the following

information is listed… 5YR [redacted] (Sofa, Love Seat ONLY).  Immediately below that is the warranty card

number.

3)    

The warranty card that you received would not have

looked like a credit card.  It is a legal

size paper made of heavy card stock, the weight and thickness is similar to a

business card.  I am confident that you

received this card at the time of your purchase because the card number is

written in my handwriting and I would only have written the number had I

attached the card to your yellow invoice that you took home with you.  I am also confident that I would have advised

you that you needed to use that card to register your warranty with [redacted]

within 4 days after the delivery of your merchandise.

4)    

Also on your response you stated, that nowhere on the

invoice does it show FAB Protection.  I

would like to direct your attention to the bottom right on your invoice.  There is a pre-printed area below where all

of the prices for the merchandise being purchased are listed.  It is a single column table and below each

row is the name of what price goes in each row. 

The order is Sub Total, Tax, Delivery, FAB Protection and Total.  On your invoice it includes a charge for

$80.00 written in next to FAB Protection.

 

In an attempt to correct the problem Furniture King did go

against our policies and incur a fee to send a repair person to your home.  And per your initial complaint the problem

was addressed and repaired.  However, you

are not confident and state that the repair person was not confident that the

repairs would last indefinitely.  No one

can be sure of this.  While the reason of

the flat cushions could be a manufacturer’s defect, it could also be how the

sofa is used and/or the frequency the sofa is used.  So no one can make an accurate prediction as

to how long any furniture can last straight from the manufacturer or after a

repair.  What I can assure you is that

our repair person is highly qualified and repaired the merchandise to the best

of his abilities.  However, per your own

statements you will not be satisfied unless we replace the existing merchandise

with new merchandise and we are not willing to do that.

 

While I understand your frustration you did have a full

calendar year after your purchase to contact us and let us now that the

merchandise was defective.  Had you done

so we would have been able to arrange for repairs or replacement of your

merchandise through the manufacturer with no problem. 

 

 

 

Sincerely,

 

 

 

Manager

Furniture King

All GFM Orders are Special Orders and No cancellations can be made as to why It is on your contract .Thank you

I have spoke with our warehouse this morning and they stated they contact you and ordered the Cushions and advised you they may not exactly match since dialots are always different. I am glad this has been resolved
 
Thank you

We have spoken with the customer and we will be exchanging the merchandise to keep them happy

The customer [redacted] signed the invoice directly below the terms and conditions of sale which state No cancellations are accepted nor any refunds issued. The invoice is stamped with All sales are final No refund/Store credit only. There is also a sign posted by the cashier’s station...

inside the store stating all sales are final store credit only. The customer left the store with the product and then returned 5 minutes later asking for a refund because he found it on amazon for a cheaper price. Attached you will find the signed invoice for the customer.Thank You

I brought 2 sofas a dinning room table and chairs and a bedroom set all at different times fast delivery and great quality would highly recommend furniture king to all my friends and family

Good experience. [redacted] was very helpful.

Good experience. [redacted] was very helpful.

Review: I purchased a complete living room set from Furniture King and was told that it had a one year warranty, I have had it about six months and the cushions on the sofa, love seat and also on the chair has broke down, upon contacting them they sent one of there drivers out to check it out and received a call the next day saying that the cushions broke down because of the way people sit on it and was not going to do anything about it. He did tell me that he could give me a phone number of some one they work with to call. Said that he would come out and give me an estimate to recushion the furniture. That is not acceptable,Desired Settlement: They need to honor there warranty and either repair or replace the furniture at there expense

Business

Response:

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

Great Service and product! Very Happy!!

Review: I purchased a bed frame, by the time I came to parking lot I realized it is not what I wanted. I took it back within minutes, they said they cannot take it back and showed me that their return policy is "No returns or cancellations". They never told me about the cancellation or return policy neither they wrote the policy in any visible place. I feel that is cheating. If I know the return policy I would not have bought in that store.Desired Settlement: They should reduce the price by 40 USD.

Business

Response:

The customer [redacted] signed the invoice directly below the terms and conditions of sale which state No cancellations are accepted nor any refunds issued. The invoice is stamped with All sales are final No refund/Store credit only. There is also a sign posted by the cashier’s station inside the store stating all sales are final store credit only. The customer left the store with the product and then returned 5 minutes later asking for a refund because he found it on amazon for a cheaper price. Attached you will find the signed invoice for the customer.Thank You

Consumer

Response:

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,

Review: I am a disabled man that lives in a assisted living home, I am in the Process of moving into a new apartment with my girlfriend. I am confined to a wheel chair and the Dr.s have stated that I can't Drive. My girlfriend saw this add for a Sectional Sofa... I called to discuss terms of purchase. They said that I am Required to come into their store and make arrangements for finance. I explained again that I can NOT get there unless I spend a 100.00 on a cab. ([redacted]) was the person I was talking to, I said do you expect me to spend my disability to come into your store cause you don't deal with disabled people with out cars. He said that's policy, you must come in to make the deal. I got ahold of another store same name and they were willing to deal with me. This person ([redacted]) was not only rude, he made it seem like we don't deal with your kind.Its Policy he said, we treat all customers the same, I said not all customers ARE THE SAME.I even told him that I could meet him some where in my neck of the woods to do what ever it took to get a Couch.Desired Settlement: A apology and a policy change so that other people like me don't have to go treatment. Handicapped people DO NOT HAVE TO HAVE A CAR, if they have the means to pay like everyone else, why treat people like that.

Business

Response:

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

Review: picked out a dining room set from the [redacted] Showroom on October 2, 2013. We were assured the delivery would be in 7-10 days. They said they would call beforehand to confirm the next day delivery. We had to call them, when we hadn't received a call from the store by the 11th. They said it was delayed and would contact us next week. By Thursday, the 17th, we still had not heard. Again, I had to call the store at 11:30am. This time they said that a different manufacturer would be creating the furniture we had ordered and they would not receive the shipment until the 24th of October, after which it could be delivered. I expressed my concern for such an arrangement as I wasn't sure it would be the same as what we had initially ordered and we were under some time restraints as we would be out of town toward the end of the month. She ([redacted]) said she would talk to the manager, who was at lunch, about a more definite date and call back. She called back at 3:00pm to say they would deliver on the 24th. Frankly, I didn't believe her as in the meantime I had found complaints about them in the yellow pages business reviews. She made me aware of the fact that the purchase agreement stated no refunds but she offered a refund of half the service fee. I told her that the purchase agreement also stated delivery in 7-10 days, which hadn't occurred, nor did anyone call us to explain a delay. She offered to credit the entire delivery fee but would not budge on the no refund policy. I stated that the delivery had better occur on the 24th and ended the conversation. This is poor service and we have not had this experience anywhere else . I could've found something else by now and have it in my homeDesired Settlement: a credit to the debit card used for the purchase. I have no faith in their ability to deliver.

Business

Response:

Dear Mr. [redacted],

Thank you for taking the time to bring your concerns 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. I would like to review the events regarding your purchase.

I understand your frustrations regarding the delays in the delivery of your items however, in this instance the delays were not under Furniture King’s control. When you made

your purchase, on 10/02/2013, you were given an approximate delivery date of 7 to 10 days. We expected to make this delivery date without any delays. Unfortunately, we found

out later that the manufacturer had placed the item on back order.

As per our invoice under the “Terms & Conditions” section, we do address the possibility of this issue occurring. Our policy is to inform the customer as soon as possible as to these

delays. In this instance you had begun contacting us before we had the opportunity to contact you and advise you of the situation. Upon speaking to you we informed you that we

would obtain your identical merchandise from another manufacturer of equal quality. This was the only viable option for us to get you your merchandise in a timely manner.

As per your request for a refund, it is Furniture King Policy that we do not offer refunds on merchandise and only offer store credit in the event that we cannot provide the merchandise

or an acceptable alternative to the merchandise selected by the customer. As of this letter you have received a refund of your delivery fee of $69.00 and your merchandise was delivered

as of October 24th. We are unable to offer any additional refunds. I can offer you 10% off your next purchase with Furniture King and this letter will serve as your coupon.

We sincerely apologize that your experience with Furniture King was not what we would have liked it to be and if there is anything we could have done to avoid the issues you

experienced we would have done so. It is our goal to retain you as a satisfied customer and will hope to serve you again in the future.

Sincerely,

Manager

Furniture King

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

Review: Table set purchased on 8/30/15, delivered on 9/1/15, my spouse was on his way to urgent care for a medical issue and saw them unloading items in the driveway so waited for them to bring the items in. When I arrived home from work I discovered obvious table damage (gouge on table edge approximately 2 inches near one end and finish absent on another corner) so I looked over remainder of the set and noticed some manufacturing flaws on two chairs (rub marks on one and missing finish on visible area on the other) I then called the customer service number and [redacted] asked me to send pictures of the damage (to [redacted] .[redacted]) which I did and he would speak to his delivery persons in the morning and said he would call me back and asked for a phone number. I did not receive a call back on 9/2/15, I resent the message with the pictures of the damage requesting an update since I had not received a callback. On 9/3 I called again and spoke to [redacted] and he stated he did leave a message so I asked at what number since I did not receive a call or a message and he said he did not have it in front of him so he did not know. Further that since his drivers did not admit to causing the damage, they would not be providing replacement pieces for the damaged ones. I explained that I was not blaming the drivers, I have no idea how the table/chairs were in that predicament but it was not on our end. I again requested that the damaged items be replaced and was told they were not going to do that, as they have a signature that goods were in good condition when delivered, which I do not have a copy of. I reiterated what I had told him when I initially called that my spouse was not feeling well and was on his way to obtain medical attention and he replied that he had more than enough opportunity to exam the items delivered.Desired Settlement: Replacement of damaged items. two chairs and table top

Business

Response:

We have spoken with the customer and we will be exchanging the merchandise to keep them happy

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.

Review: I ordered several items on 7-14-15, including a 5 piece bedroom set. Even though it says Special Order on the invoice, I am asking how 'special order' this is. My living conditions now that I have moved in from out of state can not take the bedroom set.** I recently moved from ILL July 2 to an apartment in Scottsdale. My personal furniture items did not arrive until July 24. When they arrived, I mis-judged how little space I have and thus have no room for bedroom set. I have not taken delivery of items.

I am asking for investigation of manufacturer as to the 'special order' status of this item .

GFM manufacturer [redacted] 5 pieceDesired Settlement: I want someone to contact manufacturer to see if the 'customer service' agent at Furniture King is truthful in that the items were 'specifically built for me' and thus cannot be kept.

Business

Response:

All GFM Orders are Special Orders and No cancellations can be made as to why It is on your contract .Thank you

Consumer

Response:

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,

Business

Response:

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

Review: I bought a sectional sofa from the company last year. the movers lost 2 cushions for the couch and we called the company that distributes the couch to the store and they said that the store had to call them and order them. we are willing to pay for them we don't want them for free. the store claims that the company won't send them. we have gotten several different reasons on why they won't send them. we talked to the company whose name is [redacted], they won't deal with the public only the stores that sells their product. [redacted] says they are willing to send the cushions to the store if the store calls and orders them. they are still selling the same couch and has them in stalk. this is where we're getting the run a round from the store. they want us to go somewhere else and have the cushions made and they aren't even the same color nor do they have springs in them as this sectional does. we've called pondex and the store for the last month. [redacted] is willing to resolve the problem but the store is not.Desired Settlement: we just want our cushions because as of now the couch is no good to us

Business

Response:

I have spoke with our warehouse this morning and they stated they contact you and ordered the Cushions and advised you they may not exactly match since dialots are always different. I am glad this has been resolved Thank you

Review: On November 7, 2014 I went to Furniture King to purchase a sofa and was pre-aprpoved by [redacted].

I advised the salesperson that I needed delivery by the next Friday and if that was not possible to advise as I had other stores to investigate. I was told that if I ordered in "in-stock" item that I could receive it in the noted timeframe, but the "in-stock" requirement did limit my choices. She was quite friendly and accomodating and made multiple calls to the warehouse to confirm inventory was in stock. We wrote ASAP as delivery date and I thought things went smoothly. However, I did not receive a call to deliver my "in-stock" item until 5 days later and was told that the earliest I could receive delivery was November 18 -- past the weekend when the item was needed. I was extremely disappointed and asked if there was any way it could be delivered earlier, was given a firm "no", with no empathy or concern, so I "cancelled" the item over the phone with the caller trying to schedule delivery, nothing else was said. I rented a sofa on a temporary basis to cover my immediate need.

I had heard nothing from them in the two weeks since, until I tried to transfer my [redacted] Finance approval to another furniture store. Now Furniture King refuses to relinquish claim to my [redacted] account stating that they cannot cancel since they had to "order" the item. Again, I requested an "in-stock" item, which severely limited my choices AND it was not deliverable as promised. I have not made any payments as of yet, but [redacted] Finance advises that Furniture King needs to cancel my order -- I cannot cancel the pending account on my own.Desired Settlement: I request that this "order", that was "in-stock" in their warehouse be kept at the warehouse and that my account with [redacted] be noted as cleared of any encumbrance. They can keep the application fees charged. $43 and $10 fee on the order day. There were no special orders required and I would like my account cleared.

I even offered to buy something else from them, but Furniture King is insisting I am tied to this sofa purchase.

Business

Response:

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

Review: When we purchased furniture, Nov. 24, 2013, at which time the sales associate failed to put the credit paperwork through as 1 year no interest which is what we had agreed upon. Since then I have spent a ridiculous amount of time being sent round & round trying to reach the corporate office. I spoke with the man who we made the purchase with who told me he could not do anything since it had already gone through. He suggested I contact the owner at the West Bell location. I tried but to no avail. I left several messages & never received a call back. I spoke with the credit agency who said the correction would have to come from Furniture King. I again tried to contact the owner at the West Bell location. No callback again. I complained to the credit company who unfortunately could not help me without Furniture King contacting them. I tried several times to resolve this with both the credit company & Furniture King. I got tired & gave up. I just had to replace the furniture which was poor quality & realized I can't give up. It is not fair that I have topay interest when our original agreement was to be intrest free.Desired Settlement: I feel that Furniture King should honor our initial agreement & request that the credit company adjust or should pay the interest of $537.98.

Business

Response:

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

Consumer

Response:

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.

Business

Response:

Who is your Finance Company?