Furniture & Mattress Discounters

Review: On 9/13/2014 I purchased a mattress set from Discount Furniture in the amount of $423.00 plus an $80.00 delivery fee. I also put a sofa and love seat on lay-a-way, $10.00 in cash and $300.00 off my debit card. Two weeks later the mattress started sinking in the center, I went back to Discount Furniture to complain about the defective product and they replaced the mattress. Two weeks later the replacement mattress started sinking in the center. I went back to Discount furniture king and requested that my lay-a-way funds be returned to me because I didn't trust their product and I had found a better living room suite at a reasonable price. A store associate told me that they had discontinued working with that mattress manufacture and I would be given an in store credit for $310.00, nothing was said about replacing the defective mattress, which was alright with me; I had made up my mind that I had just lost $423.00. I refused their in store credit, the store associate gave me a card and told me I would have to email customer service for my refund. On 10/8/2014 I emailed customer service requesting my lay-a-way refund. On 10/9/2014 a representative name Miss F[redacted] sent me an email stating that they would exchange out my mattress again, but I would not get my $310.00 back, I would receive a store credit. I immediately replied to her email telling her that I did not want a store credit, I wanted my money back and I had no desire or intentions on going through another mattress exchange with her company.Desired Settlement: All I want is my $310.00 back, this company has already deceived me out of $423.00. They knew their mattresses were defective, that's why they discontinued business with that mattress manufacture. I intend on purchasing a mattress elsewhere, I will give this one to the Salvation Army. I am a service connected veteran, I injured my back while in the military back in 1977. I needed a good mattress.

Business

Response:

Dear Valued Customer,Our store policy is ‘no refunds after 72 hours’. We did offer [redacted] a store credit; however, we will make an exception and refund [redacted]’s deposit on his layaway of $310.00.As for the mattress set, we did exchange it once. The second time he complained, we felt that he should try a different mattress from another manufacturer we carry that is not as plush. Any mattress will soften after a short ‘break-in’ period.We would still like to satisfy [redacted] and exchange the mattress for a different type. He may contact customer service at ###-###-#### to make the arrangements for the exchange and start the process to receive his refund on the current layaway.Sincerely,Lisa V Director of Operations

Review: I was at the store on 02/08/2014 to purchase new furniture I was looking at a sectional that was marked down to $1199.99 the salesman [redacted] that was helping me told me if I took this sectional that he could mark it down to $999.99 because it was a close out item because this sectional was not being made anymore. under the price of the sectional it said as is so my friend an my self both asked him what was wrong with it being it was sold as is he again stated that there was nothing wrong with it, that it was just a close out item. my friend and my self looked over it to insure nothing was wrong with it, as we were doing so [redacted] came over as well as the store manager at the time ([redacted]) and said oh these arm rest to the couch are detachable so you can wash them that's why there not attached so we can show customers they come off. So my friend and I asked the store manager why it was sold as is he told us the same thing it was a close out and there would not be anymore of these made. I decided to purchase the couch. The day of the delivery the gentleman that works there that was no where around at the time of the sale said to me after I paid $110 for the delivery "oh did you know the zipper on the arm rest here is broke" and "oh there is a ripped seem in the same seat" I said no that was never told to me and he said it was told to him by [redacted] when we was loading it for delivery. I contacted [redacted] the same day and he was to check there warehouse to see if he could swap that part of the couch out for me an he would get back to me. That time never came as then I found out when I made a second attempt to contact the store he was let go and that [redacted] was the new store manager. He then directed me to district manager [redacted] and he directed me to contact there customer service department.I emailed them an I got an email back from the customer service and was told there was nothing they could do and then emailed the Vice President of the company and told me it was my problem an not to contact themDesired Settlement: I would like them to pay to have it fixed or money off the couch

Business

Response:

**. [redacted],

[redacted]. [redacted] purchased a floor model sectional on February 8, 2014. She was told it was the floor sample and that is why it was reduced in price by two hundred dollars. In her emails, she admits to being told to look it over and she did.

On February 11, 2014, the delivery company delivered the sectional to the [redacted]’s home and [redacted] signed the delivery receipt, stating it was received in good condition. She also signed in an additional area acknowledging this “Item is Sold As-Is, No Refunds, No Returns”.

Approximately 10 days later, she called our customer service person to complain about a zipper and a tear on a seam. Customer service explained that is why it was sold “AS IS” and reduced in price. The district manager also spoke to [redacted]. [redacted], but she only became more impossible to deal with and used profanity in our store and also when speaking with [redacted] in customer service.

The sectional originally sold for $1399.99 and then became a closeout for $1199.99. We then reduced the floor sample an additional $200.00 to sell “AS-IS”. It was a very good deal for a 3 piece sectional with four recliners. [redacted]. [redacted] calls it broken because of a zipper and a seam that she can easily have repaired. Now she wants to renegotiate the price and pay only $500.00? That is not even reasonable. The truth is, she is not telling the truth.

The facts are in writing with [redacted]. [redacted]’s signature and copies are enclosed for your review.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First of all yes I was forced to sign the recipet before the delivery guy would leave my house and he told me he was going to talk to [redacted] the store manger when he got back the delivery guy tried to fix the zipper

On the arm rest before leaving saying they do this to their customers all the time and he gets stuck fixing them and it isn't his problem. At the store I did look over and these damages were not there I am not going to stand there and look over each tiny zipper and all the arm rests were off and was told because it was so they could show customers how they can come off to be washed and was reassured it was just the last one and the company would not be making any more that's why it was sold as is never once did any one of the salesmans say that it was because it was a floor sample and there was nothing wrong with it ! The salesman lied to make a sale and now I get stuck with junk! I should not have to do any repairs on the couch after spending $999.99 on a couch! And I was spoke too Rudely by everyone I dealt with through the company and I am not going to be disrespected by a company like that. I was in contact with customer service about 10 days after purchase because I was dealing with [redacted] at the store and he said he was looking around in the warehouse and other store to get this swapped out then I was told to contact the district manager and then he referred me to customer service so that is were the almost 10 days later come in to play . Again these are all unknown answers because the store manager is no longer with the company . Also makes no sense to me if no one knew about the damages to the couch before delivery too my house how come the delivery guy from the [redacted] store that assisted with the delivery that day knew it was broken when he was no where around when I purchased the couch ? [redacted] told him that it was like that when he was putting the couch on the truck for delivery ! Someone needs to get there stories straight every time I. Deal with this company it's a different person and different story ! I think $500 is reasonable considering it is gonna cost $400 to get it fixed .

Regards,

Review: I purchased a sofa and loveseat and the item was defective so I went back to the store and advised them of the defective sofa. The sales person gave me the number to call customer service and which I did and they contacted me back and states that they would have to have a furniture medic come out to see the item. Marybeth left a message on my phone and said they can come out between 2 and 5 and which I called her back and advised that I could not do it that was to big of a window she called me back and said that the only time was from 3 to 5 so I said it was ok. They then came out and advised that the item was defective she advised me to call Brian at the store and he would have my item. So I called Brian and he advised that me that I had to pick up the item. I asked him why they wouldn't pick up and deliver my sofa he stated that because I picked the item up myself and that if it was within 24 hours they would have done it. So I said to him if the item was defective we would not be having this conversation and it needed to picked up and delivered because I should not have pay anyone to pick it up and deliver the defective item again. I then contacted customer service through email about the situation. I received a email back not even once did they apologize for the inconvenience she made it seem like they was doing me a favor by exchanging the item. She advised me that they would not be picking up the item and that I had to pick the sofa up and bring back the defective one because they do not have a delivery company just a third party company. I asked her what the owner name was she would not give it to me she said that the owner was aware and that they agree that I would have to pick it up on my own. I paid to have my furniture picked up before so why do I have to pay for another pick up now I have to deliver defective item back. All I wanted was to be treated fairly and have my item delivered to me.Desired Settlement: Refund my delivery charge back to me.

Business

Response:

Upon further review of [redacted]'s claim, we do feel as though the item has some sort of manufacturer defect and will exchange the item for her at no additional cost to her.We will have someone from customer service arrange for the merchandise exchange at our expense. They will be in contact with [redacted] within 24 hours to start to coordinate aconvenient time for both [redacted] and the delivery company, as to when the exchange may be able to take place.Lisa V Director of Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hi mmy name is Kim, I'm contacting you because I purchased a sofa and loveseat om 7/18/2014 and it has been problem after problem. I called the store today 11/13/2014 to let them tknow the cushions on the my couch and loveseat are flatten. I spoke to the sales person I advised him of the problem. He advised me to call tthe customer service I said to him I will not contact Mary Beth because she is not professional. I had a run in with her my last complaint so I will not be calling her. I advised him that I will contact Revdex.com. At this point I want a refund or they need to get me some adaquete furniture thats gonna last me for a couple of years and that im not gonna have to continue to contact them.

Review: We purchased a bedroom set. We paid cash in good faith and their service people loaded all boxes into our cargo trailer. Upon getting items moved to our home, moved into the proper room we found they had given us the wrong dresser. This was their mistake not our mistake. The dresser is very bulky and weighs in excess of 100 lbs. We had use of a cargo trailer and help moving for the day. We no longer have that help and we need this issue resolved. They refuse to get us the correct item. We told them we would be willing to bring it back in cargo trailer if they send someone out to help load it into our trailer with us. They absolutely refuse. This is not a small item. We already paid for help to move it and trailer to move it and should not be responsible for fixing their error. Had they given us the proper item we would be done now. They screwed up and they need to make it right, not us. Once again, more than willing to use our trailer to bring it back if they have someone come over (literally a 5 minute drive) and help to load it.Desired Settlement: Exchange and delivery of proper item. If they send help to load it, we will gladly bring it back and exchange.

Business

Response:

[redacted]

Review: We purchased a mattress on 03/09/14 for $323.99 to be picked up on 03/11/4. When we went to pick up the mattress it was not there went back next week they still did not have it. We cancled our order we were told our money would be refunded in 7 day. Today it has been 2 months and we do not have a mattress or our money. The phone number we are given to call to request refund is ###-###-####. The supervisor does not even give her name, she does not pick up the phone and does not return any of our calls. The manager at the [redacted] store is rude and intimidating and tells us he cannot do anything there is no office we can go to we just need to call that number and request a refund.Desired Settlement: I would like our $323.29 payment to be but back in our bank account.

Business

Response:

Unfortunately, there has been a breakdown in communication between the store and home office. After the [redacted]' canceled the order with the store, no one ever sent the proper paperwork to request that a refund be issued.

After receiving this notification and researching a few details, check #[redacted] was issued on 5/12/13 in the amount of $323.99 to [redacted], the original name on the sales order.

This should satisfy [redacted]'s desired outcome.

Sincerely,

Review: I purchased two items and placed them on their "FREE LAYAWAY" only to find out the items I ordered were not available when I went to pick them up. I was given no choice on which item to take. I am quoting the sales rep "this is all we have".

I emailed their customer service and the President responded to refer to the back of the Sales Order. They may be a waiting period for items to arrive from the factory. This was not explained to me by the sales rep and I was basically told I could have what was available. They did not say I could wait until it arrived.

Normally a business will put a hold on the item with you name on it. They do not do this. If they have the item in stock, they sell it to other customers. Then when the customers go to pick up their layaway, what they ordered is not available.

Review: My wife and I purchased a sectional couch in February of 2013. In September, my 9 year old son was on the couch and the middle cushion collapsed. The only thing the company is willing to do is have me bring the couch back to the store so they can fix it. There is no reason why a 7 month old couch should break when a 9 year old boy is on it. At that rate, they should never expect me to bring the couch back to the store. All I asked them to do is send a tech to my house to fix the couch. They already sent a tech out to check it and the tech said my wife told him I was using the couch for a ladder. My wife never said such a thing. I have never been treated with such disrespect from a customer service manager.Desired Settlement: All I want is for them to send a tech to my house and fix the couch. I'm not asking for a new couch. It's not that much to ask.

Business

Response:

Please see attached.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Nov 13, 2013 at 10:07 AM

Subject: FW: [redacted] CLAIM

To: [redacted]

I received your email about not opening the other attachment, so I will just forward the email itself.Thanks!

From: [redacted] [mailto:[redacted]]

Sent: Thursday, October 31, 2013 3:07 PM

To: [redacted]

Subject: [redacted] CLAIM [redacted], 10/21 – Customer Service Supervisor – [redacted] - Received original claim from [redacted] & [redacted] – Sales Order [redacted] – 03/02/13Customer states GBS denied their claim – GBS informed Customer to call Furniture & Mattress Discount King about issueCustomer Service Supervisor – [redacted] - contacted Customer to inform their issue was being reviewed 10/24 – I reviewed issue with Owner and Warranty Manager – Decision was for Team Member to inspect sectionalConfirmed Appointment with Customer for 10/26/13 after 2:00 pm for Warranty Team Member to inspect damageRequested claim denial from GBS 10/26 – Upon inspection of sectional – Team Member – [redacted] states [redacted] stated to him that her husband was standing on sofa reaching over head to fix – do something with the curtains behind the couch. [redacted] informed the Customer’s that the Warranty Team would make a determination and inform them of their decision. 10/28 – Customer Service Supervisor – [redacted] – confirmed with [redacted] that her husband was using the furniture as a ladder – this is the reasoning GBS denied the claim due to misuse of the furniture – Previously discussed with the Owner of Furniture & Mattress Discount King – Based upon the denial from GBS – it is confirmed this is not a repair that would be covered under the warranty due to misuse. The decision was made for the Internal Warranty Department at Furniture & Mattress Discount King the repairs to the sectional would be extended at no cost to the customer as a courtesy – The request for the Customer to return their damaged sectional piece to the [redacted] Store (customer previously picked up originally) – Several emails later between the Customer and [redacted] – Customer Service Supervisor the Customer refused to transport the damaged piece for repairs stating it was to be covered under the warranty – Customer Service Supervisor – [redacted] informed the customer the warranty covers “Accidental” damages – the use of the furniture as a ladder does not constitute “accidental” – no-where on the GBS warranty does it state delivery for repairs would be offered/extended. [redacted] called the Customer Service Supervisor leaving an extensive message on how the furniture was damaged from his 9 year old – 70 pound son running up and jumping on the sofa – a very different story from the original information received from [redacted] – Warranty Team Member and Customer Service Supervisor - [redacted]. He insisted they would not return the sectional for repairs that it was our responsibility. Customer Service Supervisor – [redacted] returned the call to [redacted] informing him of the decision and informing him of the conversation between [redacted] and the Warranty Team Member and myself – He denied that is how the furniture was damaged – Insisting it was his 70 pound son jumping on the furniture – which is also noted as misuse under GBS warranty specifications. [redacted] would not accept the free repairs without us picking up and delivering his sectional – He insisted we could just come to his house and fix the piece – I informed him due to liability issues and bringing tools into his home this was not an option available – I informed him that we have to pay a delivery service for our own deliveries and that he could pay the service for pick up and return –which he also refused. I ended the conversation informing him the decision was made that we would repair once they return the piece to the store of purchase. Customer Service received several emails stating the Customer had contacted their Lawyer because they wanted us to pick up and delivery a sectional piece that was damaged from misuse. A final email was sent to the Customer stating it was our courtesy to repair their damaged piece once we received confirmation from our [redacted] Store Manager (number given to Customer) – The Warranty Team would repair the piece and inform them when it was completed for pick up (approximately 7 days).

[redacted]Furniture & Mattress Discounters, Inc###-###-#### phone###-###-#### fax

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Nov 13, 2013 at 10:07 AM

Subject: FW: [redacted] CLAIM

To: [redacted]

I received your email about not opening the other attachment, so I will just forward the email itself.

Thanks!

From: [redacted] [mailto:[email protected]]

Sent: Thursday, October 31, 2013 3:07 PM

To: [redacted]

Subject: [redacted] CLAIM

Review: The store has a banner outside the store claiming "90 Days same as cash."

I paid $300 + $20 tax + $25 processing fee for a mattress from this company on 10/13/2014 under the impression that I will be using the "90 Days same as cash" service they are providing.

I signed a lease with a company that they have a contract with. I asked what do I need for the 90 days same as cash, they said that I can inform the leasing company and it will be arranged.

I took my mattress and went home.

The leasing company, Simple Finance, contacted me to confirm my information.

When I told them that I want the 90 days same as cash option, I was informed that the amount totals to $395.

I asked how was that even possible? The rep. said that there was a clause in the contract I signed indicating that I'm charged $75 for getting out of the lease.

I recognize that I'm responsible for signing the leasing contract.

But a company posting "90 days same as cash" when in fact, that is not the case, this is blatant false advertisement.Desired Settlement: They should NOT be posting "90 Days same as cash."

This is a lie and it should be removed from all their stores.

Personally, I will never deal with them again and I will advise anyone who wants to buy furniture to not deal with them.

Business

Response:

We use several different companies for financing, not leasing.The banner has been up for over a year and it has never been a problem for lease customers before.We apologize for any confusion this may have caused and would like to extend a store credit of $75.00 to [redacted].Sincerely,Lisa VDirector of Operations

Review: On January 3,2015 I went to this furniture store to look for a rocker/recliner to purchase. I did find one but wasn't fully sure I about it. The sales lady told me that the chair wasn't any special order and they would be getting some in and would call me when it came in. They did tell me about there were no refunds after 48 hours on special orders and already delivered or picked up items. As I stated this was not a special order. On January 10,2015 I called to cancel my order and they told me no refund was going to be given. I stopped at the furniture store on January 13,2015 to ask what the customer service phone number was they handed me a store card,when I got home I looked at the card and no phone number just an email address so if you need to talk to someone if you have about a complaint you can not. On the back of the receipt it does say no refund after 48hours for special orders or already picked up or delivered items. My item was not a special order they were already getting more of the same item in. To this day January 21,2015 I have not received a phone call telling me my item has arrived for pick up. I also know of someone who put an item on lay a way and canceled it and cannot receive there money back and was given store credit that has to be used within 30 days. I feel this is a very poor way of treating customers and taking customers money.Desired Settlement: want money back in the amount of $370.99 because I have not received the item and I feel they are a very poor retail furniture store and I would not refer anyone to shop for furniture at this store.

Business

Response:

Please see attachment