Furniture Galleries Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  the couch was repaired and returned to me on Wednesday, September 23, 2015 to my satisfaction.  Thank you for your assistance in this matter.  Your involvement certainly made a big difference!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11668056, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Jeanne [redacted]

In response to ID [redacted].  I will be faxing a copy on Monday as well.We initiated a service request for this customer on June 30th 2015.  On July 3rd 2015, our service technician went to the customer’s home to inspect the problem and take pictures.  Upon the inspection, we...

verified that the issues that the customer reported were adjustments that needed to be done with the assistance of the manufacturer.  The manufacturer requires pictures of the issues in order for them to service our customer appropriately.     The customer was correct when she stated that Brenda at [redacted] has never spoken with Furniture Galleries.  However, the manufacturer requires our store to conduct service procedures with the territory sales representative directly.  In turn, the regional sales team interacts on our behalf with the factory. Additionally, [redacted] will not deal directly with a customer.  Seeing that there was an unnecessary delay in the process, I submitted the claim to the vendor directly and followed up with them on 8 different occasions before I was finally able to get a resolution.   Furniture Galleries has full attention in resolving this issue with our customer.  Never has anyone in the organization shirked any responsibility, denied a problem exist, or inappropriately staff and research what needed to be done to address the issue.   Our processes are sometimes dictated to us by the manufacturer in order to keep the warranty of the purchase intact.  We have stood behind our product and this service issue by requesting that the warranty be upheld by the vendor and that they supply us with what we need to correct the problem.  It is our goal to make it right.  In making it right, it sometimes takes longer than both the customer and our store would like.  We are very apologetic for the delay that has incurred.  However, the delay is again a function of the response by the manufacturer.  We do everything in our power to minimize these delays for both us and our customer.    Greta C[redacted]Operations Manager/Customer RelationsFurniture Galleries

Review: I purchased a $7000 sectional couch from Furniture Galleries, Inc. back in September 2015 and when it was delivered months later, there were many flaws in the product. I notified Furniture Galleries immediately and was told to let the couch "sit" and see if the markings and spots would relax and go away. This entire complaint with them started in March 2016. They had their service tech come an steam clean the couch and now I also have water stripe marks in addition to other flaws (scratch markings, white spots, pillow backs are sewed incorrectly.) I have patiently waited for them to contact their manufacture [redacted] and have been demanding an answer for a replacement couch. In August 2016, their answer to me was they would let me pick out a new fabric for a new couch. This is NOT acceptable as I have designed my entire living room around the couch I have now! I love this couch and my new room, selecting another fabric is not acceptable!Desired Settlement: My desired outcome would be for them to make me a new couch in the SAME fabric, but from a different roll of fabric as notably the one used was flawed. If I chose another fabric, all of my furniture, curtains, décor and rugs would have to change and that is not acceptable. I find it hard to accept that a company like Furniture Galleries and the manufacturer [redacted] would NOT quality control their products that are out on the customer selection display. I had initially picked a fabric before the one I got and noticed on the sample of how easily it frayed, so I had to pick another fabric which is the one I have now.

Business

Response:

Ms. [redacted], our client, purchased a sectional that was delivered on 12/1/15. Shecontacted us immediately with concerns about the fabric. The fabric the customerselected is a delicate fabric which does not travel well when it is shrink wrapped andcartoned by the manufacturer. Upon our receipt of the sectional we deluxed thesectional as best we could. Our experience with velvet fabrics is that the fibers relaxeither through time or the assistance of steam cleaning. The sectional was delivered on12/1/2015 and we were informed immediately by the customer that the current state ofthe fabric is not acceptable. Within two days we inspected and documented thecustomer’s concerns in her home on 12/3.We contacted the manufacturer and reported the issues. We were told by themanufacturer that additional steaming would eliminate most or all of these issues.Furniture Galleries pushed back on the manufacturer to help mitigate what we thoughtwas a problem with the fabric.The manufacturer then offered the customer to reselect the sectional in a new fabric atno additional charge. We informed the customer of the good news but it was not takenas “good news”. She insisted on having the sectional remade using the same fabric.The customer emailed the owner that she would take an allowance to keep the sofa orhave it remade.The President of [redacted] (manufacturer) and the owner of Furniture Galleries(retailer) discussed the issue. Our owner coordinated the inspection of the same fabricfrom the exact same dye-lot from which the customer’s original sectional wasmahufactured at the manufacturing plant. [redacted] tested. for performance,staining and found the fabric to be “non-defective”.The President of [redacted] was very concerned that a “remake” of ~ new septiohal With::the same “non:defective” fabric would result in a. similar re&ilt (Which is not a~:manufacturing defect). Again, [redacted] offered a new sectional with different fabric.at.:hocharge. Ag~in; the customer refused~ [redacted] agreed to remake the sectional .agahä~t::their best judgement. The sectional will be inspected .and photö~iàphSd pribilo sh~inkwrapping and cartoning. We will have the inspection prepared and require the customerto inspect prior to installation. :In summary, the original sectional that was delivered had fabric applied to it that is notdefective. The fabric does not travel well as it is~a velvet. Velvèt~ have a tendency.td•.crush and matte. Velvets will require more regular maintenance after insfa!lation than atraditional cotton or polyester fabric. AlthoUgh..the fabric is deSmed dSfect.•free,..weoffered a full exchange for a similar fabric that would complement her room which will:perform. better, travel better and requiie less maintenance. The customer declined this~“good will” and insisted on a remake of tier. sedtional with a fabriö that is not defeotivé.but will r~ôt in the end make the customer happy. .A:lthough,botl, the manufacturer and .ourselves personally encouraged the customer to reselect, the manufacturer hasagreed to make a new sectional using the existing fabric against their best :concerr1~.We, at Furniture Galleries, have provided good service. The time it took to get thecustomer to this point required immense coordination from many individuals, from our;store as well as the manufacturer. These coordinations and staff work.takes. time. We.:do everything we can to minimize any.delays. However,.we want the process to be right.more so thanquick and wrong. In the end, weare making a new Øectional for theclient.despite our concerns. The customer has been informed of this.Thank you,Operations Manager/Customer Relations

Consumer

Response:

Review: I purchased furniture- two couches and one recliner from Furniture Galleries which was delivered on 2/27/15. In June of 2015 I found a rip/hole in the arm of one sofa. I immediately called Furniture Galleries, to report the problem and get it resolved. I have been patiently waiting for a resolution, but every time I call I speak to Greta, who tells me they are waiting on [redacted], the manufacturer, to get back to them. I called [redacted] today, August 25, 2015, and spoke to Brenda, who told me she handles all issues with their Pennsylvania dealers, but could not help me, as an individual. I explained that Greta tells me they have been calling/emailing continuously for the past two months, and Brenda's response was that she has never spoken to Furniture Galleries concerning my problem. I want this couch to be fixed. Furniture Galleries is not standing behind their product. If they could not resolve the issues with [redacted], then they should personally have taken care of the problem or offered me a replacement, neither of which has been done.Desired Settlement: I want Furniture Galleries to stand behind their product. I paid them in full for the furniture when delivered, as expected. I , in turn, expected to be able to enjoy my new furniture without the hassle I have gone through with them.

Business

Response:

In response to ID [redacted]. I will be faxing a copy on Monday as well.

My wife and I shopped at the Furniture Gallerie, and in our first breathe told the salesperson, we did not want the "pillowy, overstuffed" style recliner. She direct us to a more tailored, fitted design. We were careful to check the dimensions; as I am of a rather short stature. We also checked the published dimensions in the company's catalog. We proceeded to order 2 of the higher end leather recliners. We waited our 8 weeks for delivery; only to be disappointed the the chairs had the over-stuffed pillowy cushions and seat heights that were higher than advertised. We went through many emails and phone conversations with both the manager and owner: Jodi. They were willing to have the legs cut down for us. They would replace the foam inserts with new foam. That would likely have left an excess of leather. Or, we could return the chairs with a $800 return fee. When we asked about the difference between the advertised chair height and the actual chair, I was told the company's response was, " sometimes the measurements are different than what is produced.

Ultimately, we were stuck with forfeiting $800 for chairs that we just could not use. I'm sure the chairs were then re-sold at the original price.

I have never experienced such a inconsiderate business in my entire life. I would suggest any potential customer to be very leery of Furniture Galleries. It is like playing a game of "Three Card Monte" at the Furniture Galleries.