Heavner Furniture Market

Bad mattress, Slow follow up and informed that I would have to pay for shipping.We are loyal customers to this company. We purchased several thousand dollars about 3 years ago and returned a few months ago to purchase several items that total around 7K. During the sale the sales lady mentioned that we are great customers and have a EXCELLENT line of credit with the company. We purchased a bed among other things in July and had it delivered to charlotte July 16th. We paid close to $500 dollars to have the furniture delivered all the way in charlotte. Within a couple of weeks we noticed the mattress had issues. The mattress seemed almost deflated and was uneven. We contacted the Manager [redacted]. I admit [redacted] seemed concern and helpful. It took weeks for someone to come out to inspect the mattress. It took another couple of weeks for the results to come back. [redacted] informed me that the company agreed there was a major issue with the mattress and they would replace it but we would be responsible for shipping. I informed [redacted] that this was unfair as we paid for the furniture to come to charlotte.We would actually lose money by having to pay for the mattress to come to charlotte. We should not be held responsible for the shipping for the new mattress and removal of the bad one. I last talked to [redacted] on Aug 18th and he stated he would talk to the mattress company. I have not received a follow up or phone call. I actually called the Smithfield location on 8/26/14 and left a message for Mr. [redacted] but have not received a follow up. Please note that the Mattress is getting worse and My back is started to hurt. Iam a totally disabled American veteran.Desired SettlementI would like to have a new mattress of another brand that is the same price delivered at no cost asap.Business Response /[redacted]/Dear Mr. [redacted], You are a valuable customer and we're sorry that your mattress was not up to standard. You stated that you wanted a new mattress but another brand. We will refund the total that you paid for the mattress. This will allow you to purchase locally any brand that you like. What we need is a donation receipt showing that you have donated the king mattress to a non-profit organization. Once we have this receipt, we will deduct the amount that you paid for the first mattress from your financed account. Again, we regret the experience that you had with the mattress and look forward to continuing our relationship.[redacted]Consumer Response /[redacted]/We will be donating the bed today.please provide a email so we can scan and send the recipient. I do still think this was not the best solution for a long term customer.we did not expect to have to pay for another mattress! That is very inconvenient for us to do so. We also in no way want the mattress. We had to hire someone to pick up the mattress from Craigslist as goodwill could not pick it up for almost 2 weeks and we want this resolved as we don't want to continue to pay for a mattress that is no good.It will take us some time to locate a new mattress and pay for it.Iam simply not happy as a loyal customer.please note that we could have purchased furniture in Charlotte but decided to go with a family owned business that we have a relationship. Even to the point that we paid over 400 to have the furniture delivered to Charlotte. You have made your decision but please understand that we are not happy about this at all.if this is the way your company feels about loyal customers then there is a problem.what happened to going above and beyond for the customer? Final Business Response /[redacted]/ The mattress company warranty would replace the mattress only with a new mattress like you originally purchased. They would not replace the mattress with a competitors brand. In your response, you stated that you wanted a different brand mattress. You stated that you didn't want to be responsible for transporting the old mattress. I thought that I was accommodating your request by refunding the whole amount, letting you donate locally, and purchase any brand mattress that you decided on. I'm truly sorry that you are unhappy, my motive was to satisfy your request of a speedy solution to acquire a different brand mattress with a full refund.

Top of VERY heavy desk purchased 8 weeks ago, not bolted together after delivery men said they would. Top fell over after trying to plug in somethingI literally am in shock right now. I have purchased many pieces of furniture from Heavener Furniture Market for years and have been very impressed with their furniture as well as their professionalism. We moved to Garner in April and purchased a $2000 very heavy desk at the end of May I believe. The gentlemen that moved the pieces to my home commented how heavy it was and we discussed bolting the two pieces together. I ASSUMED this was done.Yesterday my husband was home alone, he moved the desk to plug in something in the back and the top part literally fell over! Luckily he was not hurt, but the piece drilled two holes into the wall and damaged the left top door and gauged the top and bottom desk part.I telephone Heavener, spoke to [redacted] who said she would have someone call me. After no call last evening I called back this morning. A "[redacted]" telephoned me. After explaining what had happened, his response was "well your husband obviously pulled the top over when moving it - that's your fault, not ours." I asked him about the bolting together that was discussed. He said "we have hundreds of desks here and none of them are bolted, if you had asked to have it bolted it would have been." This very YOUNG "owner" literally had such a horrible tone and attitude, it was appalling. I actually said to him, son if my son spoke to someone like you are speaking to me, it would be the last time.Even after the heated exchange, his attitude DID NOT CHANGE. I asked him if there was another "family member owner" I could speak to. He said "his brother". I told him I would be in contact. I kept reiterating that luckily my husband did not get hurt, he NEVER ONCE APOLOGIZED for this occurrence, just repeated that it obviously was my husband's fault.I have to believe there is some OSHA law that says heavy furniture MUST BE BOLTED TOGETHER so this type of incident doesn't happen. I didn't ask [redacted] for anything, I simply wanted to acknowledge the incident. After this conversation, I believe I now want this very expensive desk replaced due to their delivery negligence.Desired SettlementReplacement for the desk.Business Response /[redacted]/ On May 9 2015, Mr and Mrs [redacted] purchase a credenza with a hutch top from us. The set was delivered shortly after that. On Sept 9 (4 months later) Mrs [redacted] called and stated that the "desk fell apart". We ask her to explain and she kept repeating that the "desk just fell apart". After questioning "fell apart", Mrs [redacted] stated "well..., actually my husband was pulling the desk from the wall to plug in a lamp and the top fell over" We tried to explain that they moving the desk and pulling on the top hutch caused the incident. We're sorry that the incident happened.Consumer Response /[redacted]/I appreciate your response and as I wrote in my initial correspondence, this is the type of communication I have received from Heavener Furniture Company. I NEVER at ANY TIME SAID THE DESK FELL APART. I told [redacted] on Tuesday evening and [redacted] on Wednesday that while pulling the desk away from the wall to plug something behind it the HEAVY TOP PIECE THAT WAS SUPPOSED TO BE BOLTED TO THE BOTTOM PIECE FELL OVER. This clearly is a response from the young man I spoke with yesterday. I would appreciate speaking directly to someone who is NOT PUTTING WORDS in my mouth and has a sense of business ethics. Suppose a child had stood on the desk chair and tried to reach something off the top shelf and it fell on him? Why weren't the pieces bolted together to begin with. How do you sell expensive furniture that weighs many pounds and not secure it so that these types of accidents don't happen. This is clearly negligence on the part of Heavener Furniture delivery people and if I must I will consult my attorney. As stated to begin with I simply was calling to let them know what happened, I wasn't asking for anything. I have been humiliated and simply do not understand how anyone in business can treat their customers this way. Final Business Response /[redacted]/ We regret the incident and the misunderstanding.

We purchased a dining room table that was on the showroom floor on 1/16/14. When we arrived to pick it up, they had a different product than we boughtOn 1/16/14 My husband and I purchased a dining room table that we saw on the showroom floor. We spoke to the Sales person and discussed the product, which had a tag on the top that said this purchase to include the table and 6 chairs. We chose the table because of the price and the exact chairs that were sitting around it. When we arrived the following week to pick it up, we were told that the sales person made a mistake and that the chairs that we had originally purchased were not the ones that belonged to that table and that the ones that we wanted were actually $20 more a piece. We spoke to the Manager of the store, and explained the situation. It was not our fault that the sales person made a mistake. We purchased exactly what was presented to us in the store. We were not willing to pay the extra money for the chairs, because we did not make the mistake. My husband and I are both business professionals and we were always taught that the customer is always right! All we wanted was to go home with the product that was purchased. But they would not let us do that, unless we payed the extra money. So they offered us a refund of our money. We will never shop here again because of the poor customer service we received!!Desired SettlementWe would like the table to be offered to us at the original price that we paid, along with the leather chairs that were around it the night we purchased it.Business Response /[redacted]/ Mr. & Mrs. [redacted] did come into the store on January 16. Contrary to what Mrs [redacted] stated, the table was tagged Table, 4 chairs and bench for $495.00. Mr. [redacted] discussed with sales associates that he did not need the bench and could he get 6 chairs instead of the table,4 chairs and bench. The sales associate agreed that he would sales table with the 6 matching chairs for the $495.00. Adjacent to the table were 6 dark vinyl back chairs (with dark colored legs) that were marked on each chair "Chairs Only $99 Each" (6 chairs times $99 would be $594.00 (without table). These chairs do not match the wood or the style of the table. The $495 tables set consist of all wood chairs/bench in a much lighter wood finish. When the [redacted]'s return to pick up the table, it was discovered that their was a misunderstanding between the matching chairs and the vinyl chairs. We refunded the complete amount that the [redacted] had paid.

Purchased and paid in full for item. They have repeated given excuses for why I have never received the correct item that I paid for. I ordered several items. The one in question was "ordered" 3 months ago, they keep saying its been ordered it takes time, you'll have it in a few weeks, we call in a few weeks and they say oh we ordered the wrong thing....a few more weeks pass we call and they say oh it was a miscommunication 2 more weeks. It has been 3 months since the date of purchase.Desired SettlementI want my item next week.Business Response /[redacted]/ I am sorry that the item(s) did not arrive as promised. However, our records do not reflect that we have ever sold to a customer [redacted]. I have also checked our record by your telephone number with out luck. We would like to get you an answer today. Could the item(s) have been purchased under a different person's name? We may have your name misspelled. It would help me, if you could supply me with a copy of the receipt (or the Invoice number), or a salesperson name. Also, please supply a list of the missing items. Please respond at your convenience. Consumer Response /[redacted]/They called my boyfriend to day and are delivering the item tonight. They were very nice about, so the issue is resolved.

Complaint II bought 2 sofas, then I found them very bad products. Then I went to the store and report to the Raleigh manager and he did not care. Also, I told the smith field manager and he also did not care. then the owner and he told me I can replace them and then he did not care Desired Settlementam seeking to change the tow sofas with a new good products. Business Response /[redacted]/ We have already agreed to switch out the 2 sofas for a different style (without loose cushions). We are just waiting for Mr. [redacted] to come in and reselect. Hopefully, he'll come by this week. .

I purchased a sofa on 8/13/15 that had to be ordered. I was advised it was in, but when we arrived to pick it up, it was not there.I purchased a sofa on 8/13/15 from [redacted] that had to be ordered. I was advised it would be there in 2 weeks. I told him we would not pick up until 8/31/15. He said that was fine, it would be held. [redacted] called a week later approximately 8/20/15 and advised that the sofa had come in. I again advised we would pick up on 8/31/15. He said that was fine, it would be there. I called back and advised that the pick up date would be 9/2/15 due to a move in change. He said that was not a problem, the sofa would be there. My son rented a U-Haul and arrived on 9/2/15 to pick up the sofa. I was not with him to pick it up, and I had been the contact person. They told him the sofa was not there, they had hoped it would be there that day. No explanation was given as to what happened. We know the sofa come in, so they obviously sold it to someone else and hoped another one would be there when we came to pick it up. He was advised he could get his money back or pick another sofa. We came in well in advance to get the sofa, and had no choice at this point with the u-haul in the parking lot but to pick a sofa off the floor. There was not a sofa that was comparable in price and quality, and he was told there was an additional charge of $85.40 for the sofa he chose. These business practices are unfair to the customer. We paid for a sofa and they sold it to someone else, with no concern for the situation they put us in. We were put in a situation to chose another one that ended up costing us more money.I called [redacted], a store manager on 9/8/15 and requested a refund of the $85.40. He said he would not do anything because my son chose another sofa. He had no concern that we had incurred the expense of a u-haul and they did not have our sofa that had come in. The original invoice #XXXXXXX was paid by credit card in the amount of $528.41 on 8/13/15. The 2nd invoice #XXXXXXX was paid by credit card in the amount of $85.40 on 9/2/15.Desired SettlementI would like a refund in the amount of $85.40. We had incurred the expense of a U-Haul and had no choice but to get another sofa that day. Due to their mistake, there should not have been an additional charge.Business Response /[redacted]/ [redacted] purchased a $495 sofa from us on 8/13/15 for her son. Mrs. [redacted] stated that she called later and wanted to pick up the sofa on 9/2/15. I have no reason to question that she called. However, our warehouse did not have the sofa ready on 9/2/15 as requested. This was our mistake. Mrs. [redacted] husband and son came to pick up the sofa on 9/2/15. Upon realizing that we didn't have the original sofa from our warehouse, we offered Mr [redacted] and his son a discount on any sofa in the store. Mr [redacted] and son picked out a $695 sofa that had gone on sale. In addition to the sale price, we discounted the sofa an additional $50. Mr [redacted] and son purchased the sofa less the sale price less the additional $50.00 for their trouble. Mr [redacted] and son seemed pleased and paid the $85.40 different($695 less paid $495 less sale price less $50.00 + NC sales tax). Everyone was happy. Mrs [redacted] called 5 days later and stated we should have given an additional discount of $85.40.Consumer Response /[redacted]/I was the contact person regarding the sofa. My son and husband have never purchased furniture before. They did not know that I had been told on 3 occasions that the sofa was there and would be held until pick up. It was paid for, so there was no reason for Heavner to think we were not going to get it. The sales person specifically said there was not a problem with the pick up date. So I am not sure why there was a question that I called with a delay of 1 additional day for them to hold it. I was called that the sofa was there, so the real problem is that they sold the sofa AGAIN to someone else, with no regards to our situation and cost of renting a U-Haul. They agreed to the price of the 2nd sofa because my son had to have a sofa that day, and he had no experience buying furniture. The sofa was a floor model with attached cushions which I would not have purchased. There were very few options for them and they felt like they had no choice but to get the sofa. The delay of 5 days in calling is because we were moving my son to Charlotte THAT day and then we left for vacation .Heavners has shown no customer service and poor sales practices. I have only asked for reimbursement of the additional amount because this was what we agreed to pay for a sofa and the sofa we were sold was not worth the additional money.Final Business Response /[redacted]/ We assumed that Mr. [redacted] would have called Mrs [redacted] if he felt is was necessary. Mrs. [redacted] is more than welcome to return the sofa any time in the next 7 days for a full refund.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)Heavner's is aware that the sofa was being moved to Charlotte on the day we arrived to pick it up. We cannot return the sofa, renting another U-Haul and driving to Charlotte would cost more than the $85.40 I have asked to be refunded.