Goldsteins Furniture & Bedding

This letter is in response to the complaint submitted on 4/22/2015.As I stated in my first response, the WEB site clearly advertises the “41842Franklin Living Room Double Reclining Sofa” It does not say piece sectional(see attached)It can be made into a sectional with the adding of the 41834reclining loveseat and the seating wedgeI also checked our records and Ido not show any sales orders written up or voided for Mr [redacted] on this or anypiece.Again we are sorry for any misunderstanding but we will not sell the completesectional for the price requested.Respectfully,GOLDSTEINS FURNITURE & BEDDING

Paragraph sentence ...and I quote " Can be transformed from a sectional to a couch and loveseat with the removal of the seating wedge." Furthermore the images attached to item include the sofa, wedge and loveseat The image I have attached shows one of the photos on the original online adThis photo illustrates the loveseat piece of the sectionalA piece that you claim is not included , but somehow is shown as item The related items that you refer to at the bottom of the page appear after scrolling down to several very tiny images and in no way does your ad state that these are necessary items in order to attain the full sectionalI called before arriving at your establishment, to ensure that the offer was not too good to be trueYour salesman also did not indicate to myself that this was only one of a three piece set ( despite numerous questions I asked regarding the wedge and loveseat)Upon arrival, the cashier was kind enough to pull me aside and alert me that I was only buying one of a three piece set, despite clever wording and salesmanshipOtherwise, I would have never found out until deliveryI find your practice to be misleading and designed to get people's "feet in the door" in order to up-sell customersI have saved numerous other images from the online ad and I am willing to travel legal avenues if I cannot be satisfied on this matterThis IS the definition of advertising

In response to [redacted], after review of their complaint, I feel  it would be in the best interest of all concerned to pick up their furniture and issue a full refund. We spoke to Mr. [redacted] on 10-24-2014 and advised him of our decision.
Yours Truly

May 17,2017[redacted]Revdex.com400 Holiday DriveSuite 220Pittsburgh, Pa. 15220Re: ID #[redacted]Dear [redacted]:This letter is in response to the complaint submitted on 5/12/2017.Due to the extended length of time resolving this claim with our insurance company, we have decided to...

reimburse [redacted] $355.00 rather than waiting any longer. A check was mailed today to the customer.Respectfully,GOLDSTEINS FURNITURE & BEDDING Ron H[redacted]Director of Customer Service

December 12, 2016[redacted] Revdex.com 400 Holiday Drive Suite 220Pittsburgh, Pa. 15220Re: ID #[redacted]Dear [redacted]This letter is in response to the complaint submitted on 12-06-2016We have spoken to Mrs. [redacted] on 12-07-2016 concerning their delivery, we agreed to give her one floor...

sample and a $100.00 price adjustment for their inconvenience. Mrs. [redacted] stated she is willing to wait for the remaining recliner. We will contact them as soon as it arrives.Respectfully,GOLDSTEINS FURNITURE & BEDDINGRon H[redacted] Director Customer Service

This letter is in response to the complaint submitted on 4/22/2015.As I stated in my first response, the WEB site clearly advertises the “41842Franklin Living Room Double Reclining Sofa” . It does not say 3 piece sectional(see attached). It can be made into a sectional with the adding of the 41834reclining loveseat and the 41899 seating wedge. I also checked our records and Ido not show any sales orders written up or voided for Mr. [redacted] on this or anypiece.Again we are sorry for any misunderstanding but we will not sell the completesectional for the price requested.Respectfully,GOLDSTEINS FURNITURE & BEDDING

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Re: ID #[redacted] Dear Ms. [redacted] This letter is in response to the complaint submitted on 3/27/2015. On 12/26/2013 Mr. [redacted] purchased a Franklin 3 pc. Sectional and Montage Coverage we delivered on 1/28/2014 sales order # [redacted]. After having researched his service issues with the one sofa,...

I contacted the manufacturer about possible replacement of that piece. Even though he is out of Franklin’s factory warranty they agreed to a one time replacement of the defective piece. Due to the age of the rest of the sectional and we are not aware of any issues with those pieces we can not replace the entire sectional. The new piece will come with a factory warranty of one year parts and labor and a “Limited “ lifetime warranty on the reclining mechanism, seat and back springs, and five year “Limited” warranty on the frame. We have spoken to Mrs. [redacted] and she is agreeable to the resolution, so we consider this issue closed.Respectfully,GOLDSTEINS FURNITURE & BEDDINGRon H[redacted]Director Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
It is unfortunate that it has taken action from the Revdex.com to take care of this simple matter. An area or district manager should have stepped in to avoid this and ultimately prevent the loss of a repeat customer.
Regards,
[redacted]

Attached is a printed page from our website showing the listing for the FranklinDouble Reclining Sofa. It is not listed as a Double Reclining Sectional Sofa asstated in the complaint. If you look under related items at the bottom of the pageyou will find the model numbers of the individual items...

available to create asectional grouping. We go to great lengths to correctly show the merchandise onour web site.We are sorry for any misunderstanding but we will not sell the complete sectionalfor the price requested.Goldsteins Outlet Respectfully,

June 6, 2016Re: ID #[redacted]Dear [redacted]This letter is in response to the complaint submitted on 6/1/2016 by [redacted]We have made contact with Mr. [redacted] to apologize for they way his delivery was handled. This delivery certainly was handled poorly.We not only refunded MR. [redacted]’s...

delivery fee but we gave him an additional 5% discount for his inconvenience. Again we wish to apologize for his inconvenience and look forward to assisting him in the future.Respectfully,GOLDSTEINS FURNITURE & BEDDINGRon H[redacted] Director Customer Service

Paragraph 1 sentence 1 ...and I quote " Can be transformed from a sectional to a couch and loveseat with the removal of the seating wedge." Furthermore the 3 images attached to item 41842 include the sofa, wedge and loveseat.  The image I have attached shows one of the 3 photos on the original online ad. This photo illustrates the loveseat piece of the sectional. A piece that you claim is not included , but somehow is shown as item 41842. The related items that you refer to at the bottom of the page appear after scrolling down to several very tiny images and in no way does your ad state that these are necessary items in order to attain the full sectional. I called before arriving at your establishment, to ensure that the offer was not too good to be true. Your salesman also did not indicate to myself that this was only one of a three piece set ( despite numerous questions I asked regarding the wedge and loveseat). Upon arrival, the cashier was kind enough to pull me aside and alert me that I was only buying one of a three piece set, despite clever wording and salesmanship. Otherwise, I would have never found out until delivery. I find your practice to be misleading and designed to get people's "feet in the door" in order to up-sell customers. I have saved numerous other images from the online ad and I am willing to travel legal avenues if I cannot be satisfied on this matter. This IS the definition of false advertising.

Review: I purchased over $5,000 of what I believed to be high-quality furniture from Goldsteins. I was in the process of moving and the king-sized bed was delivered a few days ago. Last night I slept on it for the first time, and it broke while I was asleep. When I woke up with back pain, (I have a lot of back problems due to having an artificial leg since I was 9 years old, I am now 46), I noticed that the bed was curved down in the middle. I was very upset, because I had spent quite a bit of time with two different salesmen in an effort to explain my situation (which is embarrassing in the first place) and make sure they knew that the right bed was very important to me and could be the difference between being able to move or not. When my back goes out, it can last for 6 weeks or more, is not easy to fix, is very painful, and very expensive to go to the chiropractor's.

After examining further, I looked under the bed and noticed that all the slats were hanging down - this was exactly the thing I didn't want and tried to avoid. I proceeded to the other side of the bed and looked under it and there was a broken rail (that the slat board sits on). This is what broke, but the bed itself, as explained to me, was supposed to have supports underneath the slats.

I called the company and asked for the salesman. He told me he would contact the service department, and that there should be supports under at least 2 of the 4 slats. The service department contacted me and said they could not come out until Thursday. I said you must be kidding me, I cannot sleep on a broken bed for days. She stated there was nothing she could do. I was very upset by this time. I called the salesman back and explained what she had said and he said there was nothing he could do. I explained that if they didn't take care of this problem today, there was a good chance that I would not be able to move by tomorrow. I explained that I owned a business and if I had a customer that was dissatisfied, especially due to my company's negligence, I would make sure it was taken care of immediately. He did not seem to agree. He asked if I wanted to speak to his manager, I stated that I was about to walk into a doctor's appointment and that he could talk to his manager, but that if they didn't work something out, I was going to leave a bad review online.

Nobody contacted me, so I went to the store personally, with pictures, and showed the manager exactly what the problem was. He argued with me when I said it had to be taken care of today, and told me that I should be grateful that they moved my appointment up to tomorrow instead of Thursday. He also said that if I "bought a new car and it broke down, nobody would come out to fix the car". That was absolutely rude and inconsiderate. I cannot believe this is the person they have conducting customer service. There are ways to get a car towed and get a replacement if the car is bad, there aren't any ways, however, to get a bed fixed except by the manufacturer's rep, who in this case, didn't seem to care how long I had to wait, what my physical condition was, or if he even provided good customer service. So I stated, are you going to give me $100 so I can go rent a motel to sleep on a good bed? He said no, we're not going to give you anything. I replied - so you want me to sleep on a broken bed until it's convenient for you to come and fix it? He said "I don't want you to sleep on a broken bed, try sleeping somewhere else, like a couch". I said this was absolutely ridiculous and if they wanted to fix it, they could and would. Especially since it was due to the negligence of the installers. He drew me a picture and said that every slat was supposed to have a support (not just a couple, at least three supports on three slats.). There were no supports on 4 slats. So not only do I get different stories from the salesman and the manager of the store, but in the face of me again explaining that I had special needs and a condition that I purposefully came to them for, they're not going to fix it, they're going to let me sleep somewhere else.

I said this was ridiculous, especially since it was due to their negligence. He stated he didn't know whether it was or not. I said I just showed you the pictures! I said, you're welcome to come look at it, it's less than a mile from the store. He said he wasn't going to do that either! He also stated that this sort of thing usually happens when someone tries to move the bed. He was implying that this was my fault, without even being willing to examine the problem.

The bottom line is, I spent a huge sum of money with this company and they could care less whether I have to sleep on a broken bed tonight or not, whether I will be able to walk tomorrow or not, and I told the manager I just wanted to make sure I explained the full situation with pictures, and make sure that this was his official response. He said "ok". So I said "ok", and promptly left.Desired Settlement: I think first of all I should be compensated for the delivery fee of $95 when they are obviously sending out untrained personnel. Second, the bed should be fixed today, but I know that's not going to happen because of this report. Third, there is an outstanding delivery I'm still waiting on from them. I should not be charged anything for this delivery. None of this will make up for the horrible service and the way my condition was handled, nor the embarrassing nature of me having to deal with it in public, but it is the very least they can do to make up for a service they charged me for that was done wrong. If there are any other repercussions, such as health issues with my back, we will have even bigger problems, about which I warned the manager. He didn't seem to care one way or the other.

Business

Response:

June 6, 2016Re: ID #[redacted]Dear [redacted]This letter is in response to the complaint submitted on 6/1/2016 by [redacted]We have made contact with Mr. [redacted] to apologize for they way his delivery was handled. This delivery certainly was handled poorly.We not only refunded MR. [redacted]’s delivery fee but we gave him an additional 5% discount for his inconvenience. Again we wish to apologize for his inconvenience and look forward to assisting him in the future.Respectfully,GOLDSTEINS FURNITURE & BEDDINGRon H[redacted] Director Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Goldsteins furniture advertised a franklin double reclining sectional sofa for $1,048. Upon arrival, I was told that price was only for one of 3 pieces( the single reclining sofa end piece). I have thoroughly reviewed the online ad and in NO way does the ad indicate that the price is only one piece. I have saved a copy of this ad for further inspection and will submit it for your review. The ad can be seen at http://www.goldsteins.com/Franklin-Double-Reclining-Sofa/41842-591/ItemInformati...⇄ ( all 3 pieces can be seen in the photograph and the wording clearly illustrates that you are purchasing the entire collection. Furthermore in order for it to be "double reclining" as states....all 3 pieces must be included). I have printed copies of this ad in case any changes might be made in the future.Desired Settlement: I simply wish that the advertised price be honored and I suggest that the ad be altered to avoid further issue with other consumers.

Business

Response:

Attached is a printed page from our website showing the listing for the FranklinDouble Reclining Sofa. It is not listed as a Double Reclining Sectional Sofa asstated in the complaint. If you look under related items at the bottom of the pageyou will find the model numbers of the individual items available to create asectional grouping. We go to great lengths to correctly show the merchandise onour web site.We are sorry for any misunderstanding but we will not sell the complete sectionalfor the price requested.Goldsteins Outlet Respectfully,

Consumer

Response:

Paragraph 1 sentence 1 ...and I quote " Can be transformed from a sectional to a couch and loveseat with the removal of the seating wedge." Furthermore the 3 images attached to item 41842 include the sofa, wedge and loveseat. The image I have attached shows one of the 3 photos on the original online ad. This photo illustrates the loveseat piece of the sectional. A piece that you claim is not included , but somehow is shown as item 41842. The related items that you refer to at the bottom of the page appear after scrolling down to several very tiny images and in no way does your ad state that these are necessary items in order to attain the full sectional. I called before arriving at your establishment, to ensure that the offer was not too good to be true. Your salesman also did not indicate to myself that this was only one of a three piece set ( despite numerous questions I asked regarding the wedge and loveseat). Upon arrival, the cashier was kind enough to pull me aside and alert me that I was only buying one of a three piece set, despite clever wording and salesmanship. Otherwise, I would have never found out until delivery. I find your practice to be misleading and designed to get people's "feet in the door" in order to up-sell customers. I have saved numerous other images from the online ad and I am willing to travel legal avenues if I cannot be satisfied on this matter. This IS the definition of false advertising.

Business

Response:

This letter is in response to the complaint submitted on 4/22/2015.As I stated in my first response, the WEB site clearly advertises the “41842Franklin Living Room Double Reclining Sofa” . It does not say 3 piece sectional(see attached). It can be made into a sectional with the adding of the 41834reclining loveseat and the 41899 seating wedge. I also checked our records and Ido not show any sales orders written up or voided for Mr. [redacted] on this or anypiece.Again we are sorry for any misunderstanding but we will not sell the completesectional for the price requested.Respectfully,GOLDSTEINS FURNITURE & BEDDING

Review: Having received poorly made product, Goldsteins refuses to refund payment and is trying to force a exchange within 30 days or lose all funds.Desired Settlement: Pick up the pcs. in complaint and refund all monies involved including delivery fees, protection plan fees and state sales tax

Business

Response:

In response to [redacted], after review of their complaint, I feel it would be in the best interest of all concerned to pick up their furniture and issue a full refund. We spoke to Mr. [redacted] on 10-24-2014 and advised him of our decision.

Yours Truly

Review: Purchased a living room set and one year later the frame broke. It is under warranty and we have been attempting to get it fixed or replaced for 8 weeks. We have spoken with customer service, the store manager and the Broyhill company also. They sent someone out to look at it and nothing has been done. Each time we call the service department, it says to leave a message.Desired Settlement: To have a couch we paid for be able to be used.

Business

Response:

March 14, 2016Re: ID #[redacted]Dear [redacted]:This letter is in response to the complaint submitted on 3/9/2016.We have made arrangements to exchange Mr. [redacted]’s sofa tomorrow 3-15- 2016, so we consider this issue resolved.Respectfully,GOLDSTEINS FURNITURE & BEDDING

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered and paid for a rug that I was told was $630. I waited 10 weeks for delivery and received the "wrong" rug. Your Home by Goldsteins admitted that the rug that I purchased was mislabeled in their store. The cost of the rug was not $630, but is $3300. The remedy offered was for them to reorder the "correct" rug, and for me to pay the $3300 (less a 20 discount) and wait another 8-10 weeks for delivery.Desired Settlement: I want the rug that I intended and purchased for $630 to be delivered.

Business

Response:

Re: ID #[redacted] Dear Ms. [redacted] This letter is in response to the complaint submitted on 04/04/2016. The rug in question unfortunately was tagged on the floor incorrectly. We apologize for that, we make every effort to be certain that the merchandise on our floors is correctly tagged. Unfortunately mistakes do happen and when we realized the issue, we refunded back the customers money. We are truly sorry but we can not sell the rug in question to the customer at the $630.00.Respectfully,GOLDSTEINS FURNITURE & BEDDINGRon H[redacted]Director Customer Service