Furniture Fair of Greenville, Inc.

Furniture Fair has incorrectly reported our account status to [redacted]. Supervisor was extremely rude and condescending when asked for an explanation. Beginning in Oct. 2014, I began to contact [redacted] in the Furniture Fair accounts department regarding the status of an account we had with this company. We opened the account in 2012 before moving for my husband's DOD job that relocated us. After moving, we did struggle to pay our account on time, but never received anything more than late payment notices. Also, nothing more than a delinquent status was reported to the credit bureau's. During the summer of 2014, we made 2 payments to Furniture Fair to pay our account in full. We received the receipts in the mail stating the account had a zero balance. In October, we applied for a mortgage. Our loan officer advised us to contact Furniture Fair and request that the account be closed, as it still showed it was open. I called and spoke with [redacted], who obliged and closed the account and faxed a letter to our loan officer stating the account was paid in full and closed. Initially, there was no date on the letter, so I had to call [redacted] again and requested the same letter be faxed, with the days date on it. She oblige again. Approximately two weeks later, when our loan officer pulled our final credit report, [redacted] showed this account had been reported solely as a charge off, which greatly negatively impacted our score. I immediately reached out to [redacted] again, since she had been helpful in the past weeks. She told me that if it was reported as a charge off, than it was. I asked her if she could please explain to me how an account paid in full and closed was changed to a charge off, but she had no explanation. I then asked to speak to her supervisor, and things went from bad to worse. The man that picked up the line, I believe his name was [redacted] or [redacted], was immediately rude. I recounted the story to him, and he asked me what my point was. I told him that my point was that this had been incorrectly reported to [redacted], as we had never received any notices in the mail or otherwise that our account was in charge off status, that we knew that it had been delinquent in the past, we had paid it in full months before, and even at the point no mention had been made of a charge off status. He then informed me that it wasn't his responsibility to babysit(in so many words) my finances. I told him that I understood that, but that we had never received any type of documentation stating that our account was in collections, let alone a charge off. He stated that if it was reported to [redacted] as a charge off, then it was a charge off. I tried to explain to him why I felt this was incorrect, and how this was impacting us personally. He never asked me for my name or account information, so I feel that he never investigated the matter thoroughly. He told me that if I had a problem, I needed to contact [redacted], but my problem isn't with [redacted], as they only report the information that they're given. This incorrect reporting has lowered our credit score by 20 points, and at this time made us ineligible for financing through our institution. It's a terrible feeling that someone you've never met, and has this position, is completely in control of your credit and therefor your future. We just want this matter resolved in a timely manner so we can move forward with the home buying process. Desired SettlementPlease correctly report to [redacted]. This is preventing us from obtaining a mortgage. Business Response Mrs. [redacted] contacted our office in regards to an open account showing on her credit report. This account was charged off, and according to our records, a letter was sent when the account was charged off in August 2013. Mrs. [redacted] paid off the balance of the charged-off account in July 2014. She contacted our office in October and November 2014 regarding the account status showing on her credit report, and indicated that it was incorrect. We reviewed our records and updated the information to reflect that the account was a paid charge-off. We reported the account history accurately to the credit bureau, and we consider this matter closed.

Having issues with the company calling me back about a complaint with my furniture. I purchased a reclining sofa and loveseat and the 5 year accidental warranty from Furniture Fair back in July 2011. This past June 2014, I was simply getting up off my loveseat when I heard a "breaking" of a board sound. I opened the reclining lever and looked and the seats framing had cracked. This wooden piece is about a foot & a half long maybe an inch or so thick. I immediately called Furniture Fair to make them aware of the problem at hand and how to go about resolving it. They promised to send someone out asap. NO ONE EVER CALLED. 2 weeks went by, nothing. I called them back, same promise. NO ONE EVER CALLED. I called back and they said someone would be coming by that saturday. The service man was on his way and he called to cancel stating he couldn't make it and was going to have one of there "service truckers" come look at the loveseat. When the man arrive he agreed and STATED "you need a new couch." He said someone would call for pick up and also delivery. NO ONE EVER CALLED. I called back after 2 more weeks, meanwhile during this time I was having surgery. When I felt up to it, I called back in a timely manner to make them aware no one had contacted me. They told me that the Main Warehouse in Jacksonville NC was going to handle all my service needs and all the needs of Greenville in general. So they transferred me to the Jacksonville store. I was told there they would call me back. NO ONE EVER CALLED ME. When I called them YET AGAIN they stated that I would need a certain part...(that part wasn't even the problem, they weren't listening to me) and were going to charge me a fee...a fee that I had a warranty on. I disagreed and they sent me to the manager "[redacted]." She told me that my issue didn't warrant a new couch. But to have a rip occur or something as simple as A NAIL POLISH SPILL. Now I would think that would be my fault if I spilt polish and not using correct wisdom!! They promised me they would pick up my loveseat and overnight it to the Jacksonville store and one time only would it be fixed completely not patched. I agreed. NO ONE EVER CALLED ME BACK. It has been over two months now and I am furious at the service this company is portraying. I will never again buy anything..not even a fake PLANT. By the way the "MANAGER" ended up being a their payroll lady. PLease contact me as to what I can do or what needs to be done. I have never in my life been treated so badly. I understand being treated like a "number" but no like I don't exist. Thanks so much for any help you could offer. [redacted]Desired SettlementReplacement or refund of all money. The retail $1,500 and for the warranty of $180Business Response Contact Name and Title: [redacted] Director of StContact Phone: [redacted]Contact Email: [redacted]Our Mission at Furniture Fair has always been to offer the most popular styles of quality home furnishings to our customers at affordable pricing with easy credit terms and give superior service after the sale. The case of [redacted] is embarrassing as a company. We somehow allowed her service complaint to go unresolved.This service complaint and the way it has been handled has been discussed internally to ensure that [redacted] is taken care of and that this type of issue does not happen again. [redacted] the General manager of our Greenville store contacted [redacted] on September the 19th 2014 concerning her complaint. With [redacted]'s permission we have arranged a time to pick up her sofa for repair. Her sofa will be repaired as to the vendor standards and then returned to her at no cost at her.

I purchased furniture and there were complications during delivery. Afterwards, in attempt to re-select my concerns weren't handled appropriately. I purchased a catnapper couch on 3/23/16. It was attempted to be delivered on 3/26/16. It was ripped in the doorway and returned to the store. I came to the store afterwards and spoke to the manager as the store was closing. I am a hospital employee and would not be able to attend to the issue in person for several days and resolving the issue was of great importance in that I will be having surgery April 5, 2016 and will not be able to attend to this issue. I was told that my boyfriend could come and select a replacement and I could come at a later date to handle differences, if any, with tax and shipping. My boyfriend came on 3/28/16 to select a couch. He was told that the couch may not be available for 10 weeks and that the floor model was not available for purchase. Upon notification of this, I called the manager to receive clarification. The manager quickly transferred the call to the sales person. I was displeased that rather than helping me accomplish a replacement in a timely manner, [redacted] requested that I come in on a day that she was working. I then asked if I could speak with the manager again as I had billing questions. She did not do this and quickly said that I would not be charged for items not received. I'm a busy mother, hospital worker, student and this exciting event of purchasing a home after a lot of hard work has been tarnished by the furniture buying experience. I truly felt that monetary gain was held well above customer care.Desired SettlementAs the company and myself were unable to find a resolution to replacing damaged furniture, I am asking for a refund of taxes paid on these items and delivery fee for these two items. More Info Received From The Consumer Issue was resolved quickly.

I wish to state the Furniture Fair in Greenville NC VP of credit and Operations Manger Mr.[redacted] (as he stated that he did not have to provide me with his first name)has no human compassion and lacks the articulation and customer service skills that furniture fair promotes. He is a poor reflection on the company as a whole. In a recent telephone conversation I was belittled and spoken to as if less than human. Verbatim statements were:
1. You probably won't pay
2. Why, are we done
3. You can ask for it but I don't have to give it (when asked in writing for the reasons of my denial of credit)
4. You failed to disclose information (which was inaccurate considering it was never asked nor on any documents completed for credit request).
The tone of this overall conversation was one in which I can never recall being treated and spoken to and truly left me emotional and in tears.","neg-1

Damaged sofa. Company is refusing repair or replacement. Stating issues are not covered under the extended 5 yr warranty. Our sofa has had multiple structural quality issues. We purchased the extended 5 yr warranty. The sofa is 3 yrs old and moved 1 time. No kids and a smoke free environment. First I tried to file a claim for a board that fell out from under the couch, company stated it was not covered, only accidental rips, stains, burns etc.... But not structural issues. They said they could get me a replacement part but would not fix it. Said they could put me in contact with a company that could affordable repair it for me...I dropped the situation because it was not effecting the comfort. Then the seems under the sofas leg rests tore and the stuffing is coming out. I approached furniture fair over the issue and they then again claimed it is not covered under my warranty that the seams that came apart where not defined as a rip... The warranty people for the company where unhelpful and rude, but the greenville nc locations General manager [redacted] was extremely rude. He stated that the torn seams where not an issue even when they are not supposed to come apart. I then asked for the $200 we spent on the warranty back and he refused... Offering no fix at all to my problem other than a damaged product. A simple wear and tear issue that I tried to get honestly fixed and the company refused. Tod refused to put me in contact with any superior over him. I have been in contact with multiple people from the company since the begening of January and received no solution. I have all the original receipts. I will never do business with furniture fair again and will not recommend it to anyone. Desired SettlementAt this point I want my sofa replaced or I want the money from the warranty back. Business Response We settled this claim with the customer last week by offering him a partial refund for the amount of his warranty. The customer took possession of the refund in our store and all is settled at this point.

LIES AND DECEPTION to get the sale. HUGE MARK UPS before sale prices. I understand paying a little more to support the local stores, but their mark ups are ridiculous! There was a sectional with the retail price of $4599.99, then sale price at $2299.99, then clearance priced it at $1999.99. What a bargain, I thought, but after it was too late. I found the exact 4 piece online with free shipping for $1400 and a brand new 5 piece sectional on their website for $2299.99 after I purchased the "last discontinued piece". Here is my pathetic story. I bought a beautiful sectional on clearance, but before purchasing asked if they had a new one in stock. The sales woman ([redacted]) stated that it was a discontinued item, and the only piece was the floor model. Regrettably, I purchased the floor model along with the warranty and paid for delivery. I thought I was getting great service when they delivered it a few days later, but when it arrived, the chaise was wet from a leak in the truck. When I asked them what they would do, I had to talk to 2 managers ([redacted] and [redacted]) who then had to talk to their manager (who happened to be out of town at the time) to "fix" the issue. Apparently, because it was a clearance item, they didn't have standard protocol?? Even though I paid for their delivery service. A few days later, I was promised a new chaise. I thought it was strange they could get me a new item when it was a "discontinued piece", so I did a little digging and that is when my stomach turned at the thought of a local store scamming their own neighbors! When I asked the manager about this, and requested a return/refund, he stated the sale was final and claimed that the higher price is for the personal service. I don't know how they sleep at night lying to people daily! I accept that I made a mistake in stepping in that store, but I don't want anyone else to make the same mistake. WORST RETAIL EXPERIENCE EVER! Oh yeah, they delivered my new chaise today. Maybe it's the crappy experience, but I can't help but to think they just re-delivered the wet chaise. ","neg-2

I purchased a new stove in August which has never worked and was found to be defective. Store manager refuses to replace/reimburse/or fix stove.I have been a Furniture Fair customer for years and now I am being treated very nasty and unfairly. I purchased a new ceramic top electric stove in August 2015, it is now nearly December. This stove has never been used and has never worked. The first serviceman came out and said that we had a wiring issue in our home so the stove would not work. Next, I took the stove next door to my cousin's house where it still did not work. Another service man came out and determined that the stove was defective. And for the last several months the store refuses to take the stove and replace it, the refuse to fix it, or give us back the credit I am losing. Today a collections man came and I promptly called the store to see what the problem is.. The manager was very nasty with me although I made my last payment on November third and only owe $75 which I told him I would pay in four days. He was extremely rude and disrespectful saying he would "come and pickup all of your smelly junk that is not worth anything anyway" he said that he would take ME to court when all my only problem is that they are not resolving my issue with the stove.Desired SettlementI am requesting that Furniture Fair take this stove, reissue the credit that I used so that I can finish paying for my other purchases and be done with Furniture Fair for once and for all.Business Response FURNITURE FAIR WILL PROCESS PAPERWORK TODAY AND PICK UP RANGE FOR CREDIT. ALTHOUGH, CUSTOMER NEEDS TO BRING ACCOUNT UP TO CURRENT STATUS.

I wanted my item to be discounted and/or return of money or better merchandise.I ordered a white sofa sectional. The first one had a little damaged to it when it was delivered and some damage to my apartment complex. They found me a replacement one which I first asked for a discount since it was damaged when I received it. I was told I couldn't get a discount because it was on a promotion they were running and because it was a floor model. I work in retail and felt this was just a way for this company to keep all of there money and they weren't looking out for the customers best interest. I'm also a manager and work 50hr work weeks. So our times for delivery always conflicted with one another. My 2nd sofa I received didn't have as much damage to it. But treads were coming apart. By this time I had asked for a refund and I was told that I couldn't because it was a floor model. The 3rd sofa I was told that I couldn't return this because I didn't inspect it inside the truck before it was delivered. I currently have sofa were the movers cut the plastic and there's about a foot long cut along the armrest. I was told I was going to be able to get my 2nd sofa back early on Thursday and then later that day I was told that I couldn't get my old one back because it had to be sent off. Currently I'm stuck with a $2000 sofa that's dirty, damaged and treads coming off. Desired SettlementI would like to have the sofa repaired and I understand it was pass there time frame but every sofa I received was damaged. I would like my purchase to be discounted and replaced or repaired I have been through 3 sofas. The companies movers also caused damage to my apartment wall and has not repaired this either. If I can't get this item fixed I would like a credit so that I may purchase something different.Business Response Mr. [redacted]You are more then welcome to come in and re-select on both your sofa and chaise to a new sectional of your choice. We will get all the paperwork up to our Greenville store. Thank you and have a good day!

Buyer beware!!!!
I purchased two electric recliners from this store a love-seat and couch recliner with center console. When we purchased the sofa the sales person sold us on a insurance policy that was supposed to cover "anything the manufacturer warranty didn't, other than animal scratches." Feeling that this would cover us for any unforeseeable issues we purchased the two recliners for around 2,900 so not cheap, and the warranty was another 300.00 on top.
The fact is we should have read the full warranty information. To include the fine print because, what the store person stated was a lie used to sell the couches. The warranty only covers a small amount of wear and tear nothing major. No where near 300.00 worth. Manufacture warranty supposedly covers motors and electrical for 5 years. I'm sure unless I need to use it then nothing will be covered.
We found out that the warranty was garbage way to late. After owning the couches for only 6 months we started noticing that they were poorly constructed and not wearing well. Since we figured even if they do fix them they probably would only cover them once we decided to wait to have them repaired. So we waited and put up with the couches losing all comfort and back support for another year, figuring that we had the warranty to cover it. I will include some photos to show how badly these couches broke down and where the leather became brittle and split open.
So now it has been a year and 6 months and we have finally got to a point where we just can't tolerate even siting in them anymore, so we call. The first person we talk to says oh, "no problem you have your warranty so I will call up and have the stuffing re-ordered." It should be in about two weeks from now. We will call you when it comes in and arrange for the service. A month later we call back to see why we haven't heard anything. This time the employee that answer states that she doesn't know who we talked to but that it is not covered by either warranty manufacturers or the one we purchased from the store. Then being so good at customer service she proceeds to inform us "that we should have read the full warranty when we purchased and not listened to the sales person who sold it to us."
So I now have two unusable pieces of garbage that no longer support in anyway shape or form that the store refuses to cover their cheaply made products. PLEASE DO NOT BUY FROM HERE! They will do/say anything to get the sale but the furniture they sell here is not quality furniture based on my experience. I have had really cheap couches in the past that lasted me five years. These didn't even make the year. To be honest they didn't even last six months. Very disappointed.","neg-3