Furniture Mart

We have reviewed this complaint, and, unfortunately, we are powerless to do anything in this situationThe customer opted to finance her purchase through a third party company who does a lease-to-own transaction for the customerAll payment options were explained to her and she chose this option,
fully understanding the termsWe have reviewed the documents relative to this sale and everything is in orderThe leasing company has paid us for the invoice, and the monthly payments go directly to themShe can contact them about ways to opt out of the obligation, but it is strictly between the customer and the leasing company

As previously stated, the replacement chairs have been available. The original chairs have been in use the entire time while awaiting replacement chairs, so the customer has had full use of the product. Even though the original chairs were scratched, they were serviceable. We have attempted to deliver the replacement chairs and are still happy to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. WE did just receive the final delivery/exchange last week. This has taken months. I should have shopped elsewhere! Too much time invested on my side as well as energy. Customer service was horrible; Delivery people were dropping furniture. Store manager was condescending; the only person in the loop that was consistently helpful was our sales associate, Kari [redacted] from the Shakopee Store.

This customer opted to pick up rather than pay a delivery fee. She paid us to assemble the set, which we did. She complained about the time required to assemble, but we assembled as scheduled. She then complained about a couple of scratches on the chairs.We agreed to replace the chairs for her and...

ordered replacements from our distribution center. The replacement chairs have been received in our store and are ready for delivery to the customer. She has had use of the chairs that were originally delivered, and we're waiting for her to schedule an exchange. Since we have agreed to the exchange, and she has not been without product, there will be no refund.

Delivery was completed and customer signed receipt saying merchandise was received in good condition before the delivery team left her residence. When we originally heard from customer after the delivery was completed and signed for, we questioned our delivery team who told us that the piece was not...

placed against the wall, but left a few inches from the wall. Based on signed receipt, and statements from delivery team, we can only conclude that damages occurred after our delivery team left the residence, relieving Furniture Mart of responsibility.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Furniture Mart regarding complaint ID...

12508682.
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Furniture Mart regarding complaint ID 12077445. The Store Manager (Peggy), has not contacted me whatsoever. I want to take this further with the Attorney General's Office. Please advise the procedure to follow regarding...

this matter.
Regards,
[redacted]

Complaint: 1[redacted]
I am rejecting this response because: I did sign the form stating that everything seemed to be intact. However, that was based on frontal views of the furniture. I admit that I did not pull the bedroom set from against the walls to inspect the backs of the items. Who does that? I still haven't moved the entire bed as it is to heavy for me to do so. I purchased over a thousand dollars of NEW furniture. Meaning I expected everything that I purchased to be unused and not damaged. It really disappoints me that this company has turned out to be not only unprofessional but dishonest.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
The facts are INCORRECT. Yes, I opted to pick up the table set after reading reviews on how the delivery men of the company destroy houses!! I did not have any complaints until I got to the store to pick up the set. The first chair I touched nearly slid apart because it was NOT properly put together; the screws were NOT fully put into any of the chairs or the table!! 3 out of the 4 chairs were scratched up---on both the wood and leather! Someone at the store attempted to fill in the deep scratches with a black permanent marker. Anyone would be upset when they've paid over $600 for a table and the company damages it!! I agreed for the replacements; the store manager said that they would be in on her next truck that following WEDNESDAY (3 days later) and they would be delivered to my home free of charge for the inconvenience. I called the store on Friday since I had NOT heard from anyone. The manager stated the chairs were in but they had yet to put them together but they would be assembled. She called 2 days later and stated the chairs were now together and I could come pick them up. (This is AFTER she stated they would be delivered to my home free of charge for the inconvenience) After reminding her about the delivery, I was told she " would have to figure out if/when she could fit me in because it's tax season and she's booked"!! THAT IS NOT MY PROBLEM!! Here it is 2 weeks later and I STILL DO NOT HAVE MY REPLACEMENT CHAIRS! So no, you're not waiting on ME to set-up an exchange--- that is the store manager failing to inform you all on what she has failed to do!I don't see how this "company" believes this is acceptable service!! I don't care if the damaged chairs are in my home----- I paid for NEW, DAMAGE-FREE CHAIRS that YOUR employees messed up and then attempted to perpetrate them as being undamaged!! If people are paying a fee for set-up: things should be set up properly and SAFELY. Had I not checked, those chairs would have collapsed to the floor the moment someone sat on one! If I wanted scratched up chairs I would have bought them 'used'!! And now I'm expected to deal with it and continue waiting because people who made purchases AFTER me are now the priority?!! Furniture Mart slogan: "Best Prices, Best Selection, Best Service"?! But a customer has to go through the ringer for the "NEW" merchandise they paid for! This is ridiculous!!
Regards,
[redacted]

We are still awaiting a shipment from this vendor. Orders have been delayed because of a strike at the docks on the west coast. As soon as we receive a shipment, we will happily replace the damaged chair.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Furniture Mart regarding complaint ID...

11190686.
Regards,
[redacted]

After speaking to [redacted] last week over the phone, we discussed the matter and came to a resolution agreed upon.

This issue has been resolved and repairs have been scheduled.Tell us why here...

We have attempted several times to schedule repairs, but Mrs. [redacted] has not been cooperative in allowing our people to come to her home. We have experienced, professional carpenters on staff and we're happy to make repairs to her satisfaction. However, we will not pay a third party to do what we...

can do with our own people.

Review: I purchased a three piece sectional. On the day of delivery, the delivery team could not fit it through my door. In the process of attempting to do so they removed my exterior garage door from the door frame (unscrewed the hinges themselves from the frame). After conceding it would not fit they put it back on the truck and left, advising me I could call the store about a refund, or re-select another item. They did not put my door back together! I spoke to the store manager and was told "all sales are final and I would need to come in to re-select." I told her I was not made aware of that at the time of purchase. She said I signed paperwork that said it. When I signed the document she was referring to, the salesman told me it was for "loan approval purposes only," and that "it didn't mean anything." In my opinion this entire transaction was misrepresented and fraudulent!! I told her that I had already looked at the dimensions of all other options and they do not sell anything that can fit though my door. She then gave me the contact information for the "Customer Relations Dept" and advised I could discuss a refund with them. There is no live person at that number, only an out going voice message stating you would be contacted in 48 hours. It took 48 hours for that return call, again I was advised of the "All Sales are Final - Re-select" policy. I again explained they don't sell other options that will fit through my door and requested a supervisor. I was told the store manage was the supervisor. I told her I already spoke to her, and needed her supervisor. She said that would be the District Manager and she (the girl I was speaking to) takes all of his calls. I said, "Okay then have him call me". Shortly after she called back to advise she spoke to the District Manager and he agreed to cancel the financing, but could not refund my deposit of $120.00, I would have to use it as a store credit. I told her I was not satisfied with that and I wanted my deposit refunded.Desired Settlement: I want my deposit back.

Consumer

Response:

At this time, I have not been contacted by Furniture Mart regarding complaint ID 10717592. The proposed resolution outlined in my initial complaint is the only contact I have had with them. At that time I stated I was not satisfied with their proposed resolution and that I wanted my money back. I don't choose to do business with them, due to the way the entire transaction transpired, therefore I DO NOT want my money converted to a store credit. I want my money!!

Regards,

Review: After buying on November 30th a coach, the sofa wasn't available in the store, so they said they will bring it a few days later. The delivery to the shop was delayed, and not even that, the coach that I bough had a factory damage. I called them exposing my complains about the delayed delivery and they offered to bring the sofa to my house for free if I wait till thursday (when they were suppossed to bring another coach of the same model I bought). The sofa arrived on the day scheduled, but again, it had a factory damage. At this point, I can't trust the shop anymore, so I asked for a refund. The store manager said he can't do anything about that. He gave me a "Google phone number" and no one was available at that phone number. I called the store manager and again he said he can't refund my money. So they have my money, I have no one to contact for claiming and I don't have my coach (which I don't want anymore, because after them failing two times on their part of the deal, I can't trust them).Desired Settlement: I wan't my money back, as they didn't stand for their part of the deal not just once, but twice.

Review: I started a layaway plan with Furniture Mart on 4/12/2013. I paid the furniture off on 7/9/2013. They said that they had the loveseat in stock, but they had the ottoman on back order and would call me to setup delivery when the ottoman came in. I didn't receive any phone calls. I called them after a month to inquire about the ottoman coming in and I was put on hold and eventually hung up on. I drove to the store and they said that the back orders come in weekly so my ottoman should be in soon (this after a month of waiting). I waited an additional two weeks with no response. I went in on 8/19/2013 to cancel the order for the ottoman and schedule the delivery for the loveseat. Unfortunately, I couldn't get my money back and had to get a store credit. I missed an event I was scheduled to attend on Saturday just to sit at my house until 4:00 pm and not receive my furniture. The delivery guys said that a sofa was loaded into the truck as opposed to a loveseat. So now I have to sit around for another Saturday to maybe get my correct piece of furniture delivered. I think I should be compensated in some way for this. I have gotten horrible customer service thus far. Being hung up on, not receiving furniture for a month and a half (which would still not be received if I had not decided to cancel the ottoman purchase) and now sit around a whole day for no reason. This is unacceptable.Desired Settlement: I would like to get a refund for the delivery fee because of the horrible service I've gotten thus far.

Business

Response:

Delivery has been re-scheduled at customer's convenience, and refund of delivery fee is being processed.

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.

Review: I bought a foundation & mattresses that was supposed to be delivered on 4/11/15. The delivery driver came to my house on the 11th and delivered the foundation & I asked him where was my matress & he stated that it was on backorder. He gave me an invoice that had backorder wrote on it for the matress. Today, when I went to Furniture mart to inquire about how much longer my matress would be on back order the sales rep looked in the computer for my account & told me the computer showed that the mattress was delivered & I signed for it. I only signed for the foundation that was delivered to me. I was advised by the sales rep to call the area Rep (I was given the number by the Sales Rep.). I called the number but no one answered so I left a voice message. I got a message stating that someone would get back to me in 1 business day. The reps at the store wasn't helpful. Another store employee told the Rep that there were 5 mattress like the one that I order in the warehouse. The Rep stated that there was nothing that she could do becasue I signed the delivery ticket. Desired Settlement: I would like my money refunded and I will no longer do business with Furniture Mart.

This is the worst furniture store ever. There products are always damage when you receive them. I would never recommend any one to their store. Nor will I shop there ever again.

Review: I've purchased A King Size Storage Bedroom Set and Bunkbeds wit storage it was delivered to my home On March 3, 2015. In which I was last on the list and they rushed my setup which leads to my King Bed falling apart as well as the Drawers around it and one of the draws under the bunk bed is all apart. They came out twice since The delivery date due to those matters and now the king has broken again in the same places and my child was on the bed cryin because she was sliding in her sleep when this happend. I hardly sleeps on that end because I am afraid to fall. I called Twice since they were suppose to send someone out on April 14 2015 no one showed I called again on April 17 No one showed. I had to take both of those days off work. I also have all of this broken furniture around the house in which I have three kids Young kids for busy playing but I can't let them play because they have things around the house that are broken with nails in it. It's Just not right because now they won't answer the phone they won't return any of my calls I've been calling all the ask is that they come and fix the bed and drawers. I suffered from back problems and Migraines I thought that this was going to make me comfortable but it has not ever since I bought it Has made matters worse I NEED HELP PLEASE !Desired Settlement: I'll Settlement for A Replacement or They Should Refund me my Money.

Consumer

Response:

At this time, I have been contacted directly by Furniture Mart regarding complaint ID 10584739, however my complaint has NOT been resolved because:

They came out and fix it but it broke again on one side the drawers still came a loose

Sincerely,