Furniture Mart

Review: On Sept 2014 I put a bedroom set in layaway putting $200 towards it.On Feb 22, 2014 (east location)I deleted the dresser/mirror and added a coffee table set. I asked [redacted] who claimed she was store manager at the time if all items would be delivered on the same day she stated yes. I paid her $1561.00March 8/14 delivery day I was told by the delivery men they only had my bed and chest.the night stand/ and tables were on back order. The wrong chest was delivered. when I called the store I was told by [redacted] it would take two weeks to come in but I need to come into the store to verify some information and possibly look for something else. March 29/14 the chest and night stand were delivered but no table set. I was told its still on back order. I have called the District Manager Mr. [redacted] on several occasions speaking to his assistant [redacted] no one has returned my calls to resolve my problem. I am requesting a refund.If I was told in advance my items would not be delivered on March 8/14 I would have found other items or chose not to pay the layaway off but purchase the bed and frame separately.Desired Settlement: The amount of the table set plus inconvenience fees (missing work for delivery which was a partial delivery $100.00)

Business

Response:

This matter has been resolved to the customer's satisfaction.

Consumer

Response:

I was not able to review the response made by the business in reference to complaint ID 9989796, I called the business several times to get this matter resolved as for today 4/4/14 I was told by store manager [redacted] New Orleans east location I will be refunded the amount of $216.00 and find that this resolution is satisfactory to me. The New Orleans east store will complete the paper work and I should hear from them by next week to pick up the refund.

Review: I purchased a sofa on Nov. 2011 with a protection plan. The plan was $99.00 and was told it protected problems with the sofa. Well the sofa cushions started collapsing as well as the springs under the cushions. Well when I brought this to the attention of the protection company the lady sent me a form to fill out. I had problems with some of the questions so I went to the store were I purchased the sofa ([redacted]) in Kenner, La. I was told that this plan did not cover defective furniture. And they could not help me. I asked if I could get in touch with someone higher up in management. I called the phone # and left a message with a man named [redacted]. He returned my call about 6 hours later. He was very blunt and was quick to tell me the plan did not cover this type of problem. He also wanted to point out that I should not expect this sofa to last 3 years. ...............I feel the sales rep. should have been more clear on the protection plan. I guess they push the plan to make additional money. I also feel any piece of furniture (sofa) should last longer than 3 years.............Also upper management should be more sensitive to there customers. I really feel others should be aware of the practices on warranties. My concerns as a customer and 76 year old senior.Desired Settlement: I would like a comparable sofa even if I would have to pay more for better quality.

Business

Response:

The protection plan purchased by the customer covers accidental damages, stains, tears, etc....not normal wear and tear. The factory warrants their product against defects in materials and workmanship for a period of one year. This customer has had the product for three years, and the issues described are not related to factory warranty, which is now expired ,nor accidental damages that would have been covered by the protection plan. The issue with this product is one of normal wear and tear, which is not covered in any way by any warranty.

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.

Regards,

The reason that I reject their response is the fact that I feel that the protection plan was not properly explained by the sales rep. at the time of my purchase. Also the conservation with a man called [redacted] "supposed to be a GM" was terrible. He tried to make me feel like an it. He said what did I expect to get for their cheap price. This is a very poor way to treat a customer. I truly feel that they should refund the money paid for the Protection Plan. Also a partial refund for that defective sofa.

Business

Response:

We're sorry that we were not able to appease this customer. While we respect his opinion, we do not agree with his request.

Review: On May 20, 2013, I put $100.00 down on a lifestyle queen bedroom set. The total cost was $840.91. The remaining balance was $740.91. On June 19, 2013, I paid $100.00 cash, leaving a balance of $640.91. On July 23, 2013, I paid $100.00 cash, and the $79.00 delivery fee was removed, leaving a balance of $461.91. On August 10, 2013, I paid the remaining balance of $461.91. At that time I was informed the chest wasn't in. I asked when would the chest arrive and couldn't get a specific time frame. I asked next week and got a response of possibly. I took the bedroom set home, only to find the screws were missing to assemble the bed. I called the store to report the missing srews. I spoke to [redacted], who told me the screws had to be ordered and it would take a week to get them. I was forced to sleep in my recliner for a week, due to me living in a one bedroom apt. I received the screws the following week and inquired about the chest. I was told the chest wasn't in and others were waiting for the chest as well. My daughter called on Aug 24, 2013, spoke to [redacted] about the entire transaction, he assured her the chest would be in within 2 weeks, would call when it arrived and would waive the delivery fee. After I hadn't heard anything from the store, I went in on Oct 07, 2013. I spoke to [redacted] about the chest. I was told it was on back order. I asked for how long? I was told it could be this week, next week, he wasn't sure. I asked him how long do you think I am suppose to wait for something that I already paid for over a month ago? He still couldn't give a time frame. At that time I asked that the amount of the chest be refunded. I was told it would take 10 days, ok,fine just give me my refund. My daughter called the next day and spoke to [redacted] about the situation. She was told that it's not their fault, it's coming from overseas, they tell the customer what the company tells them. [redacted] further stated to her that everyone else was willing to wait and I was the only one that complained and wanted a refund.Desired Settlement: When you as a consumer purchases a product, you expect to receive the item as advertised and in a timely manner. Prior to taking a consumers money for a product, the business should make consumer aware if a product is on back order. By disclosing pertinent information, this allows the customer to make a conscious decision on whether to purchase the product from the business or not. In the future, Furniture Mart should not advertise items if they are on back order and inform the customer of such.

Review: I purchased a sofa that had a defect, but everything about it was not disclosed. The back part of the sofa is not stable and someone can hurt themselves sitting back on it, so the sofa is not any good to me. I only had it 2 days and notified the company and they refuse to give me an exchangeDesired Settlement: I want a sofa that will be functional and not hurt anyone when you sit on it.

Consumer

Response:

[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.]

At this time, I have not been contacted by Furniture Mart regarding complaint ID 11190686.

Regards,

Review: I bought a sofa from Kenner FurnitureMart via layaway. I went to pay it off and looked at the warranty and the person who sold me the sofa ordered me a fabric sofa and not bonded leather like I ordered. The clerk said I owed another $100 for it. The Manager Peggy said.."oh...it happens all the time cause the item #'s are a number off from each other. I'll meet yoy half way and just pay $50,so I did. I payed $99 for delivery and had scheduled for yest when the guy called to say he was coming. Paving was going on on my street and Boh Bros were honna let driver in. He just drove past and didnt come in and I tried calling him 3 times. Last nufgr I spoke to a Cust Svc Mgr who was rude and condescending when when he found out it was a layaway. What difference did it make since I paid for it..I asked if he would waive the delivery fee and he yold me I already got $50 off and hed ask Peggy about it and call me back 1st thing this morning. I got no call.I called Cust Svc and ironically he isnt in today! He also said he woyld "hot shot" it tome today since im lical in Metairie. Now im waiting till Monday. I want my delivery fee waived. I paid for a service I didnt get and the so-called manager didnt follow up. What difference does layaway make?I bought and paid formy merchandise and delivery. I even left the delivery driver a voicemail at the number he calked me from stating he could get through and no call back.Desired Settlement: I want my $99 delivery fee refunded to me. No follow up and not delivered as promised.

Consumer

Response:

At this time, I have not been contacted by Furniture Mart regarding complaint ID 10645123. Please contact them again. I want my issue addressed and resolved. I want a refund for delivery of my sofa. This is Furniture Mart store in Kenner, LA on Veterans Blvd.

Regards,

Review: We both living room and bed room from Furniture Mart 07/03/2013 and 3.50 mouths later the recliner began coming apart I start calling them in Nov 2013 they sent some one out to take pitchers after many that we made that has been about 1( mouth) in the phone call they told me they would get back to me and didnt.We paid $1,100.00+$.And I don't think that the sofa should be falling apart at this time when I look under it all the stuffing came out it look good on the top but pool made under it. That will teach me not to buy until looking at everything Thank You Very muchDesired Settlement: I would like them to give us a refund are replacement of our living room furniture.

Business

Response:

We are aware of this customer's complaint, and have addressed the issue. We sent inspectors to evaluate the condition of the furniture, and what the causes may have been. It has been determined that the issues were not a defect in materials or workmanship, but caused by improper use of the product. Unfortunately, there are no warranties covering a product that has been damaged in this fashion. Sincerely,

V.P. Furniture Mart

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9889857, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

furniture mart,Did not offer me any satiafaction for my furniture,But instead they said we miss use the sofa (they are saying to us that we should not have set on the furniture need should of use the reclaiming sofa )my husband and I are the only ones that live in home. we are both in our 60 and 1,100.00 is not easy come by be size that it was not from sitting on them it is under the reclaiming that is falling apart. we only have had the furniture for 4 mos we do not have any money to buy any more sofas . By not giving us any satisfaction for money they are not a good store to do business with ever again . Thank You .for try to help us WITH A VERY BAD BUSINESS

Business

Response:

We've reviewed the customer's issue and we are convinced that then problem with her sofa is nit related to any defects in the product....her damages are purely a product of the way the furniture is being used. However, in an effort to appease the customer, we will offer her a 50% credit of her original purchase toward a re-select.

Thanks...

V.P. Sales

Furniture Mart

Review: I went to furniture mart to buy two bed sets I saw on the ad paper. The lady taking care of me told me the price of the bed and everything that came with it. I was so suprised it Was at a low price. First my furniture came in two months late. And then it was the wrong furniture. And when we asked to get the ones we had ordered the manager said it was a different price and that the associate who took care of us had been fired. We want our money back and dont want to shop their anymore. But the policy says no returns and only store credit. Which I wont useDesired Settlement: I would really like to get my money back if possible. I returned the items as soon I opened them and notice they where wrong.

Review: I first entered this store 07/06/2015 with intentions on purchasing a sofa set. The piece that I decided on had to be ordered and would take 30-45 days, ok fine. I put the item in lay away and made on time monthly payments. After 45 days I called to see what was going on with my piece and it still wasn't available. I then picked out a different piece that had to be ordered also. After 30 days I called to check on the item and it still wasn't available. I then decided that the money that I put into my lay away I would just pick out something else because I could not get a full refund back it had to be a store credit. I went to the store 12/2015 and the sales associate was very helpful. I picked out a 3 piece table set. The sales associate informed me that it was the last set that was just put out and that I can purchase it as is. I proceeded to the check out and paid for it in full. I told that sales associate that the previous sales associate told me that I can get the one off the sales floor. She told me that it was not for sale and it would have to be ordered because it was not a discontinued item and would take 30-45 days. I called to check on the item 2/4/15 and the sales associate informed me that the item that was paid for in full is now discontinued and that I will have to come to the store and pick out something else. I asked for a supervisor who was "suppose" to get in contact with the district manager to see about getting me a full refund. I have called the district manager myself, left several messages and still have not received a call back. I don't want to spend my money in this store nor do I want any items from there.Desired Settlement: Full refund

Review: see Attached documentDesired Settlement: see Attached document

Review: I have had 7 deliveries of furniture from this store. Every piece of furniture that they are delivering to me is flawed. I am so tired of them not delivering quality merchandise. They should tell you when you go into the store to purchase something, that the furniture is not going to be in perfect condition when you receive it, anything from scratches, and dings in the wood, and leather, not sewed up all of the way, and chunks missing out of the wood on the furniture. I am so tired of trying to get help from their upper management, and not getting anything at all. I have waited for over a week for the main Manager to call me, when he did call I was working late, and returned his call the next day, this was a week ago, and I am still waiting for him to return my call. I do not know where to turn for help. Even the delivery man is telling us that he is embarrassed, because he has made several deliveries of this furniture to us, and he can see that it is flawed. I am now waiting for them to bring delivery 8, and hoping that this furniture will not have any flaws in them. If you could help me, I would be very thankful!Desired Settlement: I would like to get all of my money back, from the down payment to the two payments that I have made.

Business

Response:

We have made several attempts to contact this customer, and there has been no response. All items have been delivered, and we're happy to resolve any remaining issues if customer will contact the store where she made the purchase.

Review: I purchased a bed roome set and a living room set in March of 2014. When received my furniture it was not my full order. And the dresser was also damaged. So I took picture,called and went to the store to show the damage and to let the company know to didn't get my whold order. I was told I was going to get a replacement dresser and the rest of my order. 2wk went by and did recived it. Call the company to see where was my order, I was told it was on back order it should be anoter week, a week passed I did get a phone call, so I call back they still did give me no answer. Month has passed so I called and ask to speak to the manager I was told that the manager was not in. So ant that point I ask to speak to speak with someone at the corporate office. Called and had to leave a message. I got a call back 2day after. She told me the same as a the store I will be getting a replacement. I let 2wk pass by gave them another call told the young lady I have called on different time and no one can help she told me she was going to get me some help. She stated that she was going to get me. But she didn't. It has been 2 month nowDesired Settlement: I would like to get the bedroom set 1/2 off. The company can send me a check because of the back and foward that they gave me. And then my replacement of my dresser and the rest of my order.

Business

Response:

Her merchandise has been received at our warehouse, and delivery to her home has been scheduled. Her order is now complete.

Review: I PURCHASE A DINNETT SET ON JANUARY 11 2014 I WAS TOLD ON DIFFERENT OCCASIONS THAT MY PRODUCT WILL BE IN 2 week .I have be waiting patiently.but I have not yet had any employee to reach out to me about the status of my order.I went into the store early just morning to find out what was going on because I purchase a warranty on the kitchen set and about 2 week after I purchase it I had receive my warranty certificate and I went on asking her how can I receive a warranty paper before I receive my product. At this point no one wanted to help me she keep telling me to move to the side so she could assist other guest.I really want my money back,because I'm tire of being told that its going to be 2 week before my kitchen set come in.Desired Settlement: I will love to get my 487.20

Business

Response:

We have made contact with this customer and attempted to resolve this matter. The customer refuses to communicate.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9946763, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did talk to someone name [redacted] the general manager the reason I told her not to talk to me because I had already put the complaint in with your and I as told not to communicate with them.I have been trying to contact them sense Jan 28,2014 and I receive no response ,but the minute I put a complaint in ahe wanna give me a call to resolve my issue which I will still have to wait 2 week because the factory who I use to order from went bankrupt. SO I TOLD THEM I DON'T WANT TO WAIT ANOTHER 2 WEEKS I JUST WANT MY MONEY BACK.

Regards,

Review: I purchased a sectional recliner sofa from Furniture Mart and added the 5 yr warranty for an additional $150. A few months later, the recliner on the sectional would not recline. On further inspection of the sofa I noticed the wooden frame underneath the recliner was broken in half. I contacted the warranty company regarding the issue and was informed by the warranty company that my receipt of purchase was not returned to them within 30 days therefore, they were not going to repair the sofa. I contacted, the store manager and showed her pictures of the damaged sofa and explained that the warranty company was not going to repair the recliner. The store manager told me to bring the broken recliner back to furniture mart and she would have her repair man fix it and that I would have to leave the recliner at the store for the repairs for a few days. When I dropped the sofa off, the warehouse manager said the sofa could not be repaired and he would replace the broke recliner with a new one. However, after searching, the warehouse manager informed me that he did not have that recliner in stock but he does have the floor model in the store that I could have but the store manager would have to make that decision. I spoke with the store manager and she stated she could not replace the broken recliner but would have her repair man fix it but it would cost me $200. I asked the store manager why I would have to pay an additional $200. She stated that fee was for the repair man. I asked why I had to pay the repair man who works for furniture mart an additional $200. She stated that's his fee. I asked to speak with her Supervisor. She then gave me a number of her Area manager, and stated I needed to speak with him regarding the repair or replacement of the recliner. I called the area manager, Thursday, July 25th and left a message. I have left a message for [redacted] to call me regarding the sofa everyday since and I have not received a return call to resolve this matter.Desired Settlement: I would like Furniture Mart to honor their agreement and repair or replace the broken recliner portion of the sectional sofa I purchased.

Business

Response:

Our customer's description of her experience is accurate to a point. In order for the extended accidental damage policy to cover her damages, she would have had to follow up in a timely manner, which she admits that she failed to do. The policy she purchased would have covered the type of damage she incurred, had she followed their instructions and filed in the time required. The damages that occurred to her furniture were not covered by a manufacturer's warranty, since they were not related to a defect in materials or workmanship. In a good faith effort to accommodate our customer, we offered to have our service technician, and our warehouse manager inspect the piece to determine if it was a simple repair that we could perform at no charge. It was reported as a major repair, requiring about $200 in labor and parts to repair. Since the damages were caused by the customer, it was deemed that we could not assume the cost of repair, but would offer her a free replacement if one could be obtained at no additional expense. When there were none available, we offered to have her piece repaired at our cost, but at her expense. She refused that option. She is now asking for our display model, which would result in a financial loss to Furniture Mart, because that would then condemn the entire group from which we would take only one piece.

We are not obligated to repair or replace furniture that is damaged by the customer and not a result of defects. The warranty she purchased is available for exactly these kinds of repairs, and would have covered if she had fulfilled her obligation to return the required paperwork as she was instructed. Therefore we have done all we can at this point.

Review: I bought a king size bedroom set from furniture Mart and a Bunk Bed with Storage underneath and the drawers are broken and as well as my Bed I called someone to fix it they came twice but the last two times they haven't came.The furniture was delivered to my home on March 3, 2015 in about a week later and that's when I had those problems I haven't slept in my bed since and when they do fix it I'm scared because the bed has been breaking down I'm so tired of this I really am something needs to be done about this problem because they're not helping they're not answering the phones anymore I need help I'm stressed I'm really am because I can't have broken furniture around the house with three kids playing around the house.Desired Settlement: It needs to be fixed the proper way are they can replace it please

Review: I purchased a bed room set at the end of May start of June. I needed it delivered by June 11th. When I bought it I had already called to verify that they had in stock all the pieces. I also asked could the mirror be hung separate from the dresser and was told absolutely. They delivered the headboard, footboard, dresser mirror (they informed me they couldn't hang it separate and had to attach it) I wouldn't have bought it if I had known this because we keep a tv on our dresser and it would block any mirror attached, but they sold it to me anyway and left me to find out it could not be of the use that I intended. The night stand was broken and they had to bring another one. The worst of it all is the chest that I ordered and paid for including warranty (sad there is no warranty to protect the furniture against them) the chest is still as of the 30th of July still not here and [redacted] told me today that the date it will be here is and has always been the 22nd of July. Se seem ignorant to the fact that the 22nd has passed and therefor cannot be true. She won't even acknowledge that it's past the final date. They have no reason why I was told "it's on it's way" more times than I can count. I've expressed to them with clarity that I would not have bought any of the pieces if all of them were not available. After asking for [redacted] supervisor she gave me the go to bad employees line of "he's going to say exactly what I said" I told her that was fine. She then called me a few minuets later on a number I've already asked them not to call on to tell me her supervisor said they can refund my money on the chest or I can continue to wait. No mention that I've paid for three months for a warranty on a product I haven't received, or an explanation why i've gotten nothing more than the run around about a product I paid for. The clothes that need to go in it are in bags and my room is incomplete. All they seem to be clear about is my chest in on ship, but my money had to be in the bank at the time of purchaseDesired Settlement: I would like for someone with clear unwavering truthful and correct knowledge to tell me when it's coming! Is that to much to ask? If its not coming I don't want any of it. Contract we entered into was my money for the set I picked if they are breaking the contract then I'd like a different set with all the pieces I ALREADY paid for.

Review: I purchased a table and chairs set from Furniture Mart and paid cash for it. I was told it would be delivered on 9/19. It was purchased 3 weeks before this date. I waited all day for the delivery which also included a recliner. When the delivery man called to say I was the next delivery, he also informed me my table and chairs were on back order. No one had called me to tell this and I was having company on that night. I then reported this to the secretary to the VP on Monday Sept. 21. She informed me that she would speak to the VP and would get back with me that afternoon to see how this could be resolved. This is Wednesday and I still haven't heard anything from her.Desired Settlement: At this point, I would like a refund and prefer not to do business with them.

Consumer

Response:

At this time, I have not been contacted by Furniture Mart regarding complaint ID 10828393.

Regards,

Review: I was in the flood in Washington parish on March 11,2016. I visited Furniture Mart to purchase furniture so my family and I can start the recover of this horrible disaster that I and others went through.After purchasing the furniture I received a phone call stating that the bedroom set was not in stock one day before deliveryalmost two months and I don't have my bed frame to my bedroom set in no way the tried to help solve the issueDesired Settlement: A refund or my bed

Business

Response:

When original bed was discovered to be on back order, customer was unsure about re-selecting or waiting for back order to arrive. After several attempts to communicate with the customer, she finally decided to re select. The re-selected item was delivered 05/17/2016 and the customer has accepted.

Review: I made a purchase of a bed from Furniture Mart in May, 2014. I was informed that the bed was not in stock but on back order and I should recieve it within a few weeks. In June I called back to inquire, as I did not receive a call regarding delivery, and was told that the item would be in at the end of June. It is now July and I have called and asked for a full refund but was told I could get a store credit. I ask to speak with Management and was given the names [redacted], non of which have returned my calls.How do I get my full refund (which included my payment for delivery/setup), and take my business elsewhere?Desired Settlement: Please provide a full refund within one business day of recieving this complaint.

Business

Response:

Customer was aware of back order at time of purchase and agreed to wait. Merchandise has now been received, and customer has been contacted to set delivery.

Review: I purchased $3000.00 of furniture in May of 2013. 1- Table set, a complete bedroom set including 2 dressers, and partition wall. One of the drawers of the 6 dresser have completely broke, will not close. I called Furniture Mart, I was told there was a Guardsman Warranty on the furniture, that I would need to file a claim with them. I did. Guardsman reply was they do not warrant lose joints.I was told by Furniture Mart that this was not there responsibly it was Guardsman problem. This furniture is not even ONE year old, and it cost over $1800.00 for this bedroom set. I could have gone to another furniture store and bought better quality furniture and had them repair any LOOSE Joints.Desired Settlement: Repairs Made by a repairman.

Review: 2 weeks ago we go to Furniturw Mart we bought a set of dining table and chairs the service name [redacted] she is very nice about the service, 2 days ago 9/10/2013 at night when I sit and eat dinner with my daughter the chair I was sit just broke one of the leg I was fell down very bad, and the next day I call the Furniture Mart I told them abot what is happened and they told me they will call me back but after work I come home I ask my husband did they call you yet he said no one call, and I take the chair bring it back to the Furniture Mart when I come in the man stand right there can't server me he call the lady in the service desk to talk to me, but when I told her about the chair is broken like that she said because is not them is the person who put them together, but I was told her that not because the way has been set up , they broke is broken by the line when the manufacture seal the steel very little and unsafety for the customers sit on, i'm only 120lbs when I sit on that they broke like that if the person heavier than that what will happen or if a lady is during the pragnancy when they sit on that and fell down what your thinhgs, but she said the way you broke is not just because you sit on it, she said she can't do anything that's the serveice she gave to her customer when the dining set just paid 599.00$ not even 2 weeks, all I need your help is contact them and let them know this is agiants the law suit, the products they sold to the customer the way they make is so unsafety .Thanks you for your convience to helps everyone to get the right..Thanks agianDesired Settlement: they need to call us to said sorry about the service they have and what they can do to make the customer satifies.

Business

Response:

The problem with this customer's chair was a result of improper assembly. Customer elected to save assembly fees and attempted to assemble themselves. Even though Furniture Mart is not responsible for damages caused by improper assembly by the consumer, we are offering the customer a fully assembled replacement chair at no charge.

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.

Regards,

I call them on monday and ask them what is going on with my return chairs and they told me that they have to give me those chairs back ,but I told them that I don't want those chair again, because those chairs is not safety at all and I all I want them to change for me 4 differents chairs if the amounts of the chair is different I will paid the different but they said they give me those chairs back...so it's ok with that but if anything is happen like that agian what they will do for the customers? or they will acts the same way like this case to the customers..thanks you for your helps this is very helps for all of us..thanks for the Better Business Beaurau....Keep protects everyone if your can....Truly thanks agian :)))))))))