Sign in

Furniture USA

Sharing is caring! Have something to share about Furniture USA? Use RevDex to write a review
Reviews Furniture USA

Furniture USA Reviews (19)

Please see attachment for Furniture USA's official response to [redacted] ***'s Revdex.com complaint(ID# 10227723)

Please see attachment for Furniture USA's official response to the complaint filed by [redacted]n. (ID#10227568)

Thank you for contacting Furniture USA and giving us the opportunity to restate our case. On May 10, 2017, customer [redacted], contacted our store with her concerns. Within 24 hours of receiving customer's...

initial call, management approved a return authorization. After ensuring the furniture was retrieved from Ms. [redacted]'s home on May 12, 2017, a refund was issued in the amount of $517.44. In the following attachments, you will find copies of customer's both initial sale and return. We have taken care of this customer to our full extent. Please view attachments for reference. Revdex.com- ID#[redacted]Complaint ID #[redacted]Elk Grove, CA 95757Thank you and have a good day.

As stated FUSA’s previous reply, [redacted] had the choice to either use the furniture with the solution provided by the manufacturer under the guidelines of their 1 year manufacturer’s warranty, or accept the solution offered to her by FUSA which did include free delivery and clearly stated her items would come without the warranty. [redacted] signed the legally binding receipt with full knowledge that her items would not come with the warranty. [redacted] paid the original $79+ tax in store for her initial sale (which is conveniently blacked out in the attachment which shows her original furniture), not for her reselection. That furniture was delivered to her. The service that she paid for was completed. Furniture USA both went out to pick up the furniture & redeliver the furniture for $0. As for the [redacted] set that was shown to [redacted], the set was not designed for someone five feet or less. I ([redacted]) know this because I’m 6’9” 230 lbs and fit quite comfortably on that set. [redacted]’s family was not treated shamefully nor discarded from being FUSA customers. FUSA does apologize that [redacted] feels this way, but FUSA absolutely went above and beyond when extending what became the final solution to this service to [redacted].  [redacted] did not pull her furniture from FUSA’s warehouse, she did not load that furniture onto a delivery truck, nor did she deliver her own furniture. That service was performed by FUSA’s warehouse and delivery teams. [redacted] did not work with the manufacturer nor other FUSA managers & owners. FUSA’s service team performed those tasks. [redacted] did not handle the generating or handling of FUSA’s documentation regarding her initial sale, nor her reselection. Those tasks were completed by FUSA’s Sales and Clerical teams. Regardless of [redacted]’s claims that FUSA did not work to accommodate her, FUSA has documented evidence of all of the above. [redacted] is currently in possession of the furniture that she’s chosen to reselect to. There’s nothing else for FUSA to handle for [redacted] in regards to this service

[redacted]Sacramento, CA 95823Phone: [redacted]Fax: [redacted]September 26, 2016Revdex.com serving Northeast California3075 Beacon Blvd.West Sacramento, CA 95691Phone: 916-443-6843Fax: 916-443-0376To whom it may concern:This message is a response to [redacted] message sent to Furniture USA on September 16, 2016. The complaint ID is 11687594.Furniture USA will be glad to come out to [redacted] home to pickup the sofa for a flat delivery fee of $100.00. We will perform a service repair for [redacted] original service claim of the ripped cupholder at no cost. All claims filed after Ms. [redacted] first claim will not be serviced, for the merchandise was sold as is & agreed upon purchase.In addition, $100 is a flat one way trip to Live Oak, CA; instead of a $200.00 cost, Furniture USA is honouring a 2nd trip, at no charge, for the repaired sofa. The repair service may take about 1-6 weeks depending on the manufacture’s timing.It is true that [redacted] originally purchased a 5 years, worry free, Montage Furniture Service Warranty. At one point Ms. [redacted] was interested in filing a claim with Montage; our representatives were happy to walk [redacted] through how to file a claim. We attempted to contact the customer twice on April 22, 2016 & May 2, 2016 to assist [redacted] in filing with Montage Furniture Services (MFS). Ms. [redacted] was successfully assisted on May 6, 2016 when she called the store at 3:45 PM. We were able to inform Ms. [redacted] that MFS only covers accidental damages occurring within 30 days of the incident and while the furniture was in its place, in [redacted] home. We also explained to Ms. [redacted] what she should expect after filing a successful service claim with MFS. After the conversation, we emailed Ms. [redacted] copies of [redacted] MFS Protection Plan listing the terms and conditions along with Furniture USA’s guideline on how to file a claim.[redacted] has until March 5, 2021 before [redacted] Montage Furniture Service Warranty is expired. If Ms. [redacted] experiences any accidental damage prior to March 5, 2021, she is welcome to file a claim with MFS by calling [redacted].Having answered both question requested by [redacted], Furniture USA hopes to move forward with a solution.Sincerely,[redacted]Office Mananger | H.R. AssistantOriginal service picture of rip near cupholder and MFS Protection Plan enclosed.

6700 Mack Rd. Sacramento, CA 95823
916.681.5050
 
Case #: 10227568
Customer: [redacted]
 
On July 24, 2014, customer purchased a Queen bedroom set,...

promotional Queen mattress, a Queen foundation, and a massage chair from Furniture USA. 
 
On August 16,  2014, [redacted] opened a service for the motor on her massage chair. On August 22nd, our service technician visited [redacted]’s home and determined that the chair needed a new motor which had to be ordered.  When the parts order was predicted to take longer than normal for that manufacturer, Furniture USA replaced the massage chair free of charge for the customer.  The new merchandise was delivered September 22, 2014.
 
Mattress promotions are for mattresses only.  Typically, the companies that accommodate our promotions do not provide box springs/foundations.  As the customer purchased a promotional mattress, the foundation that was included with [redacted]’s sale was purchased separately from the promotional mattress, and is a generic stock foundation from a different company.  It is not possible to get a matching foundation from the mattress manufacturer. 
 
Customer was supposed to receive a promotional Vacation Give-Away at the time of purchase, and it was lost somewhere in translation.  We have upgraded and reissued the Vacation voucher and it should be received by mail shortly.  In the course of the service and our correspondence with the customer, we have encountered several periods where we could not contact [redacted] because her voicemail was full and she did not answer the calls.  In the absence of actual contact from our store, [redacted] has had at least one of her friends, [redacted], call in, harass our clerical staff, and threaten legal action due to these – largely resolved – issues.
 
The list of attempted or successful contact on behalf of Furniture USA is as follows:
8/16 – Service opened for massage chair motor
8/17 – Service manager left message for customer
8/20 – Customer emailed service manager, apologizing for missing the 8/17 call
8/21 – Service manager updated customer on service status
8/22 – Repair technician sent to customer’s house, determined new motor required
8/22 – Motor ordered
9/12 – Furniture USA determined motor is taking too long
9/13 – Attempted to contact customer, VM full
9/15 – Emailed customer, asking her to call back
9/15 – Customer replied to email with work phone #
9/17 – Attempted to contact customer at work – left VM
9/18 – Customer’s friend [redacted] called in, threatening legal action, harassed clerical staff
9/19 – Customer emailed store claiming someone is always home for delivery of new massage chair
9/19 – Schedule customer’s exchange
9/19 – Customer opted to pick up
9/22 – Massage chair delivered, no charge
 
I hope this information will resolve this Revdex.com complaint.  There is nothing we can do about the non-matching mattress set.

Please see attachment for Furniture USA's official response to [redacted]'s Revdex.com complaint. (ID# 10227723)

On January 16, 2014, [redacted] purchased an Eastern King bed for which we did not have rails in stock.  Her room specialist explained this at the time of sale.  Furniture USA delivered the merchandise to the [redacted]’s home with a set of temporary rails and installed the...

merchandise.  The loaner rails were a temporary solution until the manufacturer’s container order arrived from overseas, at which point we will swap the temporary rails for the missing ones. 
 
On April 1, 2014 the customer moved, disassembled the bed, and was unable to reassemble the merchandise with the temporary rails, possibly causing damage to the merchandise – we have not been to the customer’s home to assess the current situation.  After the delivery and setup with the temporary rails, we lost contact with the customer, and didn’t hear again until after she moved.  My service department thought that the service was closed after we updated our system and not all of [redacted]’s information transferred correctly.  Her actual service was closed out, somehow, but the parts are still on order.
 
The container is still back-ordered with the manufacturer.  They anticipate that it will arrive by the end of October.  Unfortunately we cannot guarantee a time-line for container orders because there are a lot of variables involved with overseas shipments, merchandise, and delays.
 
When we receive the rails, they will be delivered to the customer at no charge, per the original agreement.  Any Estimated Time of Arrival information provided to the customer throughout the process was based on our best information from the manufacturer, and freight company.  This information is estimation only and subject to frequent change.  We do not have an official invoice for this customer because it is a parts order only, and does not warrant a separate invoice in our system.  [redacted] will be informed when her merchandise has arrived to schedule a complimentary delivery.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  And for the record:This $100.00 fee was never an issue for me to pay for repair. It was the fault of Furniture USA for not returning my phone calls. With that said, I ask that arrangements be made to pick up the sofa as soon as possible for repair and that Furniture USA will charge me $100 to cover both pick up and return feeI will pursue a claim to repair the metal that is protruding on the side of the cup holder of the same sofa. I believe both the tear under the cup holder and the metal bulging is due to Manufacture Defect and not accidental.I ask you leave a message on my cell phone if I am unable to answer my phone since I work Monday through Friday 7:30 to 5pm.

Review: I purchased furniture in May 2013. I had several issue with the repair of my furniture. I have contacted the store several times about my furniture with respose that they will call me back and they never do. I also purchased a warranty. I got tired of calling the store. So I just waited until my extended warrany would kick in and they told me none of my repairs were covered. However when I purchased the warranted I was told any repaire like this would be covered. The ottoman I purchased from day one when I received it was damaged. The kitchen chair are falling apart and it is a table that is used occasionaly so for it to be falling a part is ridiculous. Thid furniture store duked me from not repairing my furniture and for selling me a bogus warranty that do not want to repair anything.Desired Settlement: I would like a refund on the kitchen table chairs or replacement and my ottoman replaced and I would like a full refund on my warranty.

Business

Response:

In response to the complaint, the original service that was opened in June of 2013 was for customers ottoman. Our records show that there were no contact between customer and Furniture USA so the service was closed. The customer is now filing a complaint on her dining set that we just now knew about. The customer complaint is on Montage Furniture Services (MFS). MFS is a third party company that insures customers furniture if user accidentally damaged their merchandise. They do not cover normal wear and tear. I have already contacted the customer in regards of her furniture and we are in the process of remedying the issues. Customer [redacted] is now happy with the outcome of our decisions to assist her in replacing her dining set for a new one. The ottoman is now going to be repaired to satisfy customers complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Have you ever been so frustrated and upset to the point you cried? That is what I experienced here, I was frustrated, upset and cried. The experience still bothers me to this day even after 2 years.

Poor, poor, poor customer service. They even exposed my true identity on Yelp when I gave them a review. I did not notice it until 11 months ago. They made necessary changes. But WOW! the Furniture USA went to the point where they exposed my true identity when I went as far as ensuring my personal information was not disclosed on Yelp.

Furniture USA also advertised they are closing out which is why all their items are final sales, but they are still open even after 2 years.

Review: On January 16,2014 I purchased a bed set from Furniture USA. I was informed by salesman [redacted] that my bed frame needed special rails to keep it together, but they needed to order them from there manufacturer. so he told me that they will deliver my bed with temporary rails until my new ones arrive in a two weeks or the end of the month because they was back ordered. a month passed by and I still didn't receive an call from them so I figured they were still back ordered and they will call me when they received my rails so I continued to make my payments on time. Also when there delivery guys delivered my bed they put my bed together all perfectly from what I saw but when I moved on 4/1/14 I broke my bed down and I realized that all my screws was barely in the hole and all bent up, my rails barely made it to the other side of my bed frame. On 8/6/14 I called them to complain about not receiving my rails and they gave me the run around they told me that they will make a note for [redacted] my salesman because he knew more information about my rail order. on 8/8/14 I received a call from [redacted] stating that he will take care of this situation and I should be receiving my rails in a month. I called back in two weeks just to follow up to see when the rails was going to be delivered and the sales lady told me she didn't have any record of that order and she had to transfer me to the warehouse manager and he told me he knew about this situation but he didn't know if my rails was ever ordered. He told me he will call me back on that following Monday in the morning with the status of my rails. Monday came and I still didn't get a call so I called again on Tuesday and complained and they gave me another excuse on why I haven't received my rails. In I conclude this is bad customer service and I don't deserve this kind of treatment especially if I'm making my payments on time,I shouldn't have to call them and remind them how to do there job.Desired Settlement: I pay my bed through [redacted], this is a company that is not apart of furniture USA but they do finance clients through them if they cant get finance through furniture USA. I would like furniture USA to pay off the remainder balance on my bed frame for the inconvenience. I also demand an invoice that they actually ordered my rails, when they finally receive them I want them to deliver my rails to my house free of charged.

Business

Response:

On January 16, 2014, [redacted] purchased an Eastern King bed for which we did not have rails in stock. Her room specialist explained this at the time of sale. Furniture USA delivered the merchandise to the [redacted]’s home with a set of temporary rails and installed the merchandise. The loaner rails were a temporary solution until the manufacturer’s container order arrived from overseas, at which point we will swap the temporary rails for the missing ones.

On April 1, 2014 the customer moved, disassembled the bed, and was unable to reassemble the merchandise with the temporary rails, possibly causing damage to the merchandise – we have not been to the customer’s home to assess the current situation. After the delivery and setup with the temporary rails, we lost contact with the customer, and didn’t hear again until after she moved. My service department thought that the service was closed after we updated our system and not all of [redacted]’s information transferred correctly. Her actual service was closed out, somehow, but the parts are still on order.

The container is still back-ordered with the manufacturer. They anticipate that it will arrive by the end of October. Unfortunately we cannot guarantee a time-line for container orders because there are a lot of variables involved with overseas shipments, merchandise, and delays.

When we receive the rails, they will be delivered to the customer at no charge, per the original agreement. Any Estimated Time of Arrival information provided to the customer throughout the process was based on our best information from the manufacturer, and freight company. This information is estimation only and subject to frequent change. We do not have an official invoice for this customer because it is a parts order only, and does not warrant a separate invoice in our system. [redacted] will be informed when her merchandise has arrived to schedule a complimentary delivery.

Business

Response:

Please see attachment for Furniture USA's official response to [redacted]'s Revdex.com complaint. (ID# 10227723)

Review: The salesman at Furniture USA said the couch cushions had down feathers in them. After receiving the couch the cushions started to get lumpy after a short period of time. To try and correct this, we unzipped the cushions and found the cushions did not have down in them at all, just poor quality polyester padding. A rep from Furniture USA told me the salesman no longer works there and told me "he must have meant 'synthetic down.'" That is not what was sold to me, the salesman I dealt with in the store said down feathers and even went on to tell me that down is very good quality and a good feature to have in the couch. Furniture USA is willing to replace the lumpy cushions but they say they will not replace them with down cushions, only the fake polyester cushioning. They misrepresented what the couch actually was and we bought the couch with the promise that we were buying a couch with down cushions. (Email correspondence with Furniture USA can be provided if needed.)Desired Settlement: Either a replacement or refund. So either down cushions as promised, a replacement couch which has down cushions or else a refund since we did not get what we were told we were buying.

Business

Response:

Mr. [redacted] contacted the Revdex.com stating that the sofa he purchased with our company was supposed to have included down-feather cushions. The incident that resulted in the complaint occurred when the customer’s existing cushions went flat in places and become ‘lumpy’ in others. Our service department manager, [redacted], explained to Mr. [redacted] that we can replace the cushions under warranty, but only as they were originally ordered. At this time, the customer claims that the original cushions should have been down-feather in accordance with what the sales person who made the deal, [redacted], had told them. Unfortunately, [redacted] is no longer with the company and is unavailable to confirm or deny Mr. [redacted] recollection. However, the paperwork clearly indicates that the sectional was sold as shown on the floor. According to the manufacturer, [redacted], this particular set, the 346 Carlin, does not support an upgrade to down-feather cushions. The cushions are stocked as Super Plush and are defined by the manufacturer as follows: “Super Plush Seating: Features High-Resiliency Super Soft Foam core encased in a bag filled with blown polyester fiber and channeled to keep the fiber from shifting. The Super Soft Foam core is thicker than all of our seating and is the ultimate in sink-in comfort.” (This statement can be found on [redacted]’ website and is included with this letter for your reference.) In addition to manufacturer specifications, I have included the original work order written by [redacted], showing that the customer purchased the sectional and extended 5 year warranty through MFS for $2100 out the door – a price provided special by our boss and the founder of Furniture USA, not the $2400 the customer claims.

Sent on: 3/11/2014

Review: Months spent trying to resolve trundle issue, furniture usa sent service workers to check bed they said it cant be fixed,week later called to find out whats going on , was told oh you can come switch bed out ,I said I dont want to deal with company associate got an attitude told me he wasnt giving me the direct number to someone in a higher position and that he would have them call. No one has called . I dont want to deal with company any longerDesired Settlement: I no longer wish to deal with this company and would like my money back by check.

Business

Response:

July 18, 2016 Furniture USA Galleries, Inc.6700 Mack RoadSacramento, CA 95823 Revdex.com3075 Beacon Blvd.West Sacramento, CA 95691 To whom it may concern: Furniture USA has received your letter inquiring about customer [redacted] (Revdex.com; [redacted]) with assigned ID # 11558336. Our finance company Acceptance Now has scheduled a furniture pickup the week of July 25, 2016 & will refund all monies owed to what has been paid by [redacted]. The refund is in progress. If you have any future questions, please contact our finance company, who is handling the case, at [redacted]. Sincerely,[redacted]Office Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

However, I was only notified that they would call to schedule pick up , but no pick up date has been set.

Review: We purchased a sectional and an extended warranty on the sectional. The sectional needed to be repaired, but unfortunately had been discontinued. The company that the warranty was purchased through gave us store credit at Furniture USA for the amount of the sectional. They gave us two stipulations - the furniture had to be living room furniture and if the price exceeded store credit we would be financially responsible for the difference. We selected a sofa and in the process of purchasing the furniture store stated that since we were using a credit we would not be allowed to purchase for the advertised price, but would be required to pay more. They stated this was their store policy. I have read through all of their policies and it is not identified, nor was the information provided in the letter to us. I have asked for a copy of the store policy on this and they have not provided it even after stating they would. I have gone back to the warranty company asking to use the credit at another store or receive a check to take elsewhere and was told it would be for a lesser amount than originally given. The store credit should be considered cash and I should not be being charged more because the furniture I bought originally from them fell apart. I believe this violates consumer protection laws.Desired Settlement: I would like the store to honor the price that is displayed on the furniture and sell it to m for that price, or to be provided a check to go and purchase at another store.

Business

Response:

This customer's case has been resolved, for they have chosen to receive a cash settlement with the extended warranty company.

Review: On 2/7/13, I purchased a sofa and a love seat from Furniture USA with 5 years warranty. This sofa is bonded leather that started peeling off gradually about 6 months after purchase. But it was minor and was still ok. However by January 2014 , this peeling extended to half of the sofa and love seat along with tears on both sofa. I called furniture USA January and I told the receptionist that picked up the phone what I was calling about, she took a message and promised to have someone get back to me. No one call me back. I called again and I was upset and again, the receptionist said she will have someone call me back ASAP. A lady called me back the next day and I told her about the problems I have with my sofa. She directed me to call the warranty company directly and gave me the phone # to call to place a claim. I called the warranty company 2/19/14 and I was given a claim #[redacted]. They promised to send someone to my home to fix the Sofas This took another 2 weeks for the person t o come. However, the person came and told me they can only repair the legs and tears and will not fix the peeling since that was a manufacturer defects.I called FunitureUSA two times in February and the receptionist took messages from me and promised to have someone call me back. And they never called. After my third calls, and messages, someone called me back and left me a message. I called back and spoke with Adams .I was told that the 1-year warranty was up by 2/7/14. I told them that this should not apply in my case since I contacted them in January and I have been given the run around for two months. I was given a claimed #[redacted]by [redacted] by email and asked to send them the pictures of my Sofas. This I did immediately. I sent two emails to [redacted] after I sent him the pictures to know the status of the claimed and I left him two voicemail messages with no response. I want Furniture USA to repair or replace my Sofas due to manufacturer defect. I contacted them before the 1-year warrantDesired Settlement: I want FurnitureUSA to either fix my sofas or replaced them

Business

Response:

Customer purchased on 2/7/2013 a 2pc living room set. With new purchases, there is a 1 year manufacture warranty that we (Furniture USA) assist the customers in claiming with the manufacture. Customer also purchased the extended 5 year warranty (MFS Montage Furniture Services) which covers accidental damages to merchandise. Any warrant claim must be reported with in 30 days of the defect. Customer contacted us on 3/24/2014 regarding her merchandise. Customer was told that the merchandise she was having issues with is out of the manufacture warranty date and that the manufacture will deny her claim. Customer said that she called Furniture USA in February of 2014 to report her claim with a lady (name was not given) but no records in our system indicate that she contacted us. Customer also stated that she had this problem 6 months ago but failed to contact us to resolve the matter. Defects must be reported within 30 days for us to submit to the manufacture. We will assist customers in claiming with their MFS extended warranty but as mentioned above, they only cover accidental or incidental damages. No normal wear and tear is covered.

Review: There was a promotion going on at furniture USA for 0% financing for 3 or 5 years so I asked the sales person if it was still going on. The sales person said yes and I told him then me and my husband would like to see if we will get approved. A couple minutes later he came back and said we were approved. My husband and I were obviously very excited it being the first time we buy couches from a store. We looked around and picked some out and went back to do the paper work. They just said sign here and here and you will be getting a bill around next month.. We left happy.. A month later we get a bill and the APR is 29.49%.. I was shocked I don't have money to pay 1,000 couches with that much interest the only reason I got them was because the salesman said I was approved for the 0% interest. I have called several times and no one helps me and one time I did speak to the salesman who sold me the couches he said.. I know u wanted the 0% interest but I chose this other one for you to build your credit. How is the salesman going to chose what he wants and lie to you. I can't believe he still had the audacity to still tell me he knew I thought it was 0% interest and he chose this revolving credit for me. I have spoke to more then five different people that could not help me and always say a supervisor will call me and no one does.. It has now been two months .Desired Settlement: I would like the 0% interest that I was told or to be able to return the couches back.

Business

Response:

This letter is in response to a recent Revdex.com complaint filed against our company by customer [redacted] stating that Furniture USA misled the client on our financing procedures and/or terms. It is unfortunate that the customer feels as though we are not looking after his best interests, however, the highest financing term we regularly offer to customers is 12 months, and that is reserved for minimum purchases of $1500 with a 25% deposit at the time of purchase. Mr. [redacted] was able to finance the entirety of his purchase with no deposit on a Regular Revolving account with our manager's permission.

Regardless, Furniture USA has contacted Citi Bank on behalf of Mr. [redacted] and renegotiated the terms of the finance agreement to a 12 month, interest free term with regular monthly payments, instead of the originally agreed upon Regular Revolving term. The customer must make monthly payments, and pay off the complete amount within the 12 months to avoid incurring interest on his loan. This change is effective immediately and the 12 months window starts with the original purchase date. Any money already paid is still valid. After 12 months if the complete balance is not paid, the interest rate is 29.49% APR and is based on the total financed price, not the remaining balance.

We hope that this resolves any further complaints that the customer may have with regard to our company or our practices.

Review: Purchased several pieces of furniture one included a mattress set and also a massage chair. When the furniture arrived the mattress set was mixed matched and appeared not to be from the same set. The massage chair was put together and stopped working with in the 1st week of purchase it took over a week to come out to the home to only tell me I need a new motor several weeks later Im still awaiting that new motor I have had a 800 chair sitting in my home open because it will not go back as the motor is not working several calls to the store left me with no answer a request to speak with the manager was always said hes out to lunch or hes off today he will call you and never does. I was also offered to get a free cruise for my purchase and was told it would come in the mail it never did I asked [redacted] for the owners name she said she cant give that out.. its public record... she said she would send an email to the general manager an the owner so I asked for there email she came back with [redacted] I said this is not his email she said yes I said than cc me to the email you send out she said she cant.... because it will go to there personal email.... very unprofessional they love it when you come in with money but the after problems they will not help you out. as for the mix mathed mattresses they claim that's just how it goes theyhad no answer as to why I have mixed match furniture nor did they care to I spent a lot of money on the mattress I was shown a mattress on there show room floor that was false advertising it was also false advertising for the cruise trip that I never gotDesired Settlement: I want a new massage chair I should also be entitled to a discount back for all the hassle and length of time awaiting it to be replaced. As for the mattress I want a complete set like I was told I was buying and for the cruise I want the cruise like was advertise and told to me I was getting I was told it would be mailed to me and it never was. I believe I am due an apology from the owner for this undue stress

Business

Response:

Please see attachment for Furniture USA's official response to the complaint filed by [redacted]n. (ID#10227568)

Business

Response:

6700 Mack Rd. Sacramento, CA 95823

916.681.5050

Case #: 10227568

Customer: [redacted]

On July 24, 2014, customer purchased a Queen bedroom set, promotional Queen mattress, a Queen foundation, and a massage chair from Furniture USA.

On August 16, 2014, [redacted] opened a service for the motor on her massage chair. On August 22nd, our service technician visited [redacted]’s home and determined that the chair needed a new motor which had to be ordered. When the parts order was predicted to take longer than normal for that manufacturer, Furniture USA replaced the massage chair free of charge for the customer. The new merchandise was delivered September 22, 2014.

Mattress promotions are for mattresses only. Typically, the companies that accommodate our promotions do not provide box springs/foundations. As the customer purchased a promotional mattress, the foundation that was included with [redacted]’s sale was purchased separately from the promotional mattress, and is a generic stock foundation from a different company. It is not possible to get a matching foundation from the mattress manufacturer.

Customer was supposed to receive a promotional Vacation Give-Away at the time of purchase, and it was lost somewhere in translation. We have upgraded and reissued the Vacation voucher and it should be received by mail shortly. In the course of the service and our correspondence with the customer, we have encountered several periods where we could not contact [redacted] because her voicemail was full and she did not answer the calls. In the absence of actual contact from our store, [redacted] has had at least one of her friends, [redacted], call in, harass our clerical staff, and threaten legal action due to these – largely resolved – issues.

The list of attempted or successful contact on behalf of Furniture USA is as follows:

8/16 – Service opened for massage chair motor

8/17 – Service manager left message for customer

8/20 – Customer emailed service manager, apologizing for missing the 8/17 call

8/21 – Service manager updated customer on service status

8/22 – Repair technician sent to customer’s house, determined new motor required

8/22 – Motor ordered

9/12 – Furniture USA determined motor is taking too long

9/13 – Attempted to contact customer, VM full

9/15 – Emailed customer, asking her to call back

9/15 – Customer replied to email with work phone #

9/17 – Attempted to contact customer at work – left VM

9/18 – Customer’s friend [redacted] called in, threatening legal action, harassed clerical staff

9/19 – Customer emailed store claiming someone is always home for delivery of new massage chair

9/19 – Schedule customer’s exchange

9/19 – Customer opted to pick up

9/22 – Massage chair delivered, no charge

I hope this information will resolve this Revdex.com complaint. There is nothing we can do about the non-matching mattress set.

Review: I brought a 5 years warranty on some furniture. Two of the chairs leather is damage. I call them a month later of the damage and they said I waited too long so the warranty is void.Desired Settlement: Replace what is damage

Consumer

Response:

Attached is the Sales order and 5 year warranty information.

Consumer

Response:

Attached is the Sales order and 5 year warranty information.

Business

Response:

I received the letter in the mail and have contacted the customer [redacted]. Upon speaking with [redacted], she stated that she did not file the claim and someone in her family did and was unaware of the claim with Revdex.com. I clarified what was the issues that she is having and she stated that the warranty company "Montage Furniture Services (MFS)" denied her claim because it was pass the warranty date. I told her that her manufacture warranty is out of date but her extended 5 year warranty is still active and MFS should have taken her claim. Furniture USA is working on behalf of customer [redacted] to file the warranty claim with MFS. This complaint is towards Montage Warranty Services and not Furniture USA.

Sent on: 2/24/2014 2:55:31 PM

Business

Response:

I received the letter in the mail and have contacted the customer [redacted]. Upon speaking with [redacted], she stated that she did not file the claim and someone in her family did and was unaware of the claim with Revdex.com. I clarified what was the issues that she is having and she stated that the warranty company "Montage Furniture Services (MFS)" denied her claim because it was pass the warranty date. I told her that her manufacture warranty is out of date but her extended 5 year warranty is still active and MFS should have taken her claim. Furniture USA is working on behalf of customer [redacted] to file the warranty claim with MFS. This complaint is towards Montage Warranty Services and not Furniture USA.

Sent on: 2/24/2014 2:55:31 PM

Check fields!

Write a review of Furniture USA

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Furniture USA Rating

Overall satisfaction rating

Description: Furniture - Retail

Address: 3501 Cottman Avenue, Philadelphia, Pennsylvania, United States, 19136

Phone:

Show more...

Web:

www.furnitureusa.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with Furniture USA, but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for Furniture USA

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated