Hooker Furniture

Review: Mold & Mildew smell coming from Pleasant Hill Collection Bookcase end unit. I've sent letters to Hooker Furniture dated June 15, 2015 and to [redacted] Furniture where I purchased this collection. Have not yet had a reply from Hooker to try to resolve the problem. I've been in contact with [redacted] to no avail....I'm afraid this moldy smell might have tainted the attached bookcase.Desired Settlement: I want Hooker to work in conjunction with [redacted] of [redacted] to remove this smelly end unit ASAP. I want either a replacement and/or refund. This depends solely on whether the attached bookcase had also been tainted as well. If so, then I'm requesting a store credit equal to the original purchase price in order to select another wall unit. For the record, this bookcase collection I received was not the same finish as displayed in the store. The finish in the store was much lighter compared to the darker version delivered. I've not been totally satisfied with the Pleasant Hill Collection Bookcase. I've just lived with it.

Business

Response:

This unit was purchased in June 2012 and it was replaced in Aug. 2012 due to crooked molding. We have not heard anything else from Ms. [redacted] until the letter that I've attached dated June 15, 2015, which was sent to me today by the dealer. We have no record of receiving this correspondence. I've also attached a letter that was sent to the dealer mentioning the unit is also scratched. Our warranty is for 1 year after purchase for manufacturing defects. We feel that true defects do present themselves within a 1 year period of time. I am sorry that Ms. [redacted] did not contact her dealer during that first year with this issue, we could have had the dealer and our sales rep. make a home inspection. I've also been advised that the area Ms. [redacted] lives in was severely damaged during hurricane Sandy in Oct. 2012. We pride ourselves in taking care of our customers and going outside of our warranty but I feel in this case 3 years is beyond our responsibility.

Consumer

Response:

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

1) I live between 15-20 miles from the shore. My development was not at all damaged by Sandy. This is absurd to question that assumption.

2) I have contacted [redacted] Furniture complaining that the replaced end unit has a foul odor. It smells like mildew and/or mold. I want this out of my house. I have repeatedly called customer service at [redacted] to resolve this situation to no avail. The odor was present after the new unit was installed. I thought the funky smell would dissipate in time. When it didn't go away I began calling customer care. I even stopped by the store when the [redacted] Mall location was liquidating. I ran it by the salesperson about the smell and also remarked that the finish I received was not the same as shown in the showroom. Their reply was that it was the lighting in the store. I say bull. The finish in the store was definitely lighter then the wall unit I received. For the record, at the time of purchase, Hooker did not have any more in stock and I had to wait months for a new shipment from China.

3) What am I supposed to do about the smell that continues to emanate. Every time by daughter comes to my house she comments on the funky moldy smell coming directly from that end unit. She won't even sit near there.

4) I have serious health issues and this moldy smell I have had to endure has been causing problems for me. Either Hooker or [redacted] need to resolve this issue...just do the right thing; that's all I ask.

Review: It in volves a health issue in that I got rid of my bed in December to make room for this bed and now my mattress is on the floor. In November 2013, I decided to renovate 5 of my rooms in my home with [redacted] furniture. Soon after I ordered a bedroom set and found out a few days before it was suppose to be delivered that it was pushed back from Dec to 28 February 2014, with no warning that these items were not in stock and the payment had already been made on 19 Dec. I was disappointed but waited patiently, only to find out by calling the [redacted] online customer service that the date was pushed back even further by the seller [redacted] Furniture. I called [redacted] to find out what was going on once again and of course was told that I could cancel, which I did not think was the proper response. As I explained to them I did not want to cancel, I was told that my bed was available but the other pieces were not. I called again when I went online and discovered my bed would not be available until May and now it says that it will ship on 26 May or after that, which is quite ridiculous, since I have seen that same bed advertised with no mention of a delay. I wanted to renovate my home with your furniture because you have beautiful products and appear to be a very reputable company, however you have not delivered on your promise as of 19 December when my money was processed to deliver a bed to me in 5-7 days. My mattress is still on the floor as of 28 Dec 2013, It in volves a health issue in that I got rid of my bed in December to make room for this bed and now my mattress is on the floor. I also got rid of some other pieces of furniture in December to complete my renovation with [redacted] furniture but that all had to take a back seat because I was just very dismayed that such a reputable company would hold an order this long without doing everything you could to fulfill it. I already changed my master bedroom around following the theme of your furniture, however I am not willing to wait until the end of May, which of course is a holiday so I am looking at June at best, 7 months later! Please fulfill your contract with me because I have been extremely patient with this process but it appears that there is no one looking after my interests.Desired Settlement: Receive my merchandise by the end of April and receive deep discount due to bad faith of this company to continue to push dates even when they still advertise this property on the [redacted] website as in stock

Business

Response:

Hi [redacted],

I am looking on our system at the orders from [redacted] that have been tagged for a customer “[redacted]” for a bed. The only order I find with that criteria is for a customer [redacted] and the order was shipped in Nov. 2013, so I don’t think that is the order for the below consumer.

Do you have any more information for me to try to find this consumers order, re: shipping address, PO number, bed number, something else I can add to my search?

Thanks for your help,

Review: I PURCHASED A TABLE/CHAIR SET FROM [redacted] & [redacted] LESS THAN A YEAR AGO. THE CHAIRS WERE BARELY SAT ON ONE TIME WHEN I HAD COMPANY AND THE SEATS GOT ALL SCRATCHED UP BECAUSE THE PRODUCT IS OF LOW QUALITY APPARANTLY. [redacted] ONLY OFFERED TO EXCHANGE THE SEAT OF THE CHAIR WHICH DOES NOT TAKE CARE OF ALL THE DAMAGES ON THE CHAIR AND SO I CONTACTED THE MANUFACTURER, HOOKER FURNITURE, TO SEE IF THEY WERE WILLING TO EITHER EXCHANGE THE CHAIRS OR GIVE ME A REFUND. THEY OFFERED A TIP ON HOW TO TOUCH UP THE SCRATCHES. THIS IS COMPLETELY RIDICULOUS. I SPENT MORE MONEY ON THE SET TO HOPEFULLY GET A BETTER QUALITY PRODUCT AND INSTEAD IN LESS THEN A YEAR THE CHAIRS ARE ALL DAMAGED BY JUST SITTING ON THEM. I WOULD LIKE FOR HOOKER FURNITURE TO STAND BY THE QUALITY OF THEIR PRODUCT AND RESOLVE THE ISSUE BY EITHER AN EXCHANGE OR REFUND.Desired Settlement: I WOULD LIKE FOR HOOKER FURNITURE TO STAND BY THE QUALITY OF THEIR PRODUCT AND RESOLVE THE ISSUE BY EITHER AN EXCHANGE OR REFUND.

Business

Response:

Dear Ms. [redacted], I am troubled that this issue has caused so much distress to you, our valued customer. Hooker Furniture is a premium line of products and we are committed to providing a high level of service to our customers (independent furniture retailers) as well as ensuring that the end users of our products are well served. I reached out to [redacted] & [redacted] to collect additional information about your case and in my research they informed me that this order began as a purchase of product from another manufacturer in 2009. With that order you also purchased a Platinum 5 year extended warranty through the retailer. In 2014 you invoked that warranty and requested to exchange the previous furniture and select our Vineyard collection. This exchange was authorized as accidental damages—not manufacturer’s defect. Sometime after our product was delivered, you contacted your retailer about the scratching concerns you describe. A technician was sent to your house by [redacted] & [redacted] on two separate occasions. While they offered to repair what was repairable, they also offered replacement seats at a charge—again deeming it not a matter of manufacturer’s defect. It was after their response that you contacted us directly. We reviewed your photos and consulted with our quality department on your issue. Our conclusion was that this was not manufacturer’s defect. It was then that you contacted the Revdex.com. I personally reviewed your case and consulted with our quality experts. Unfortunately, the situation with your table and chairs does not align with what we typically see as quality defects. When a customer brings a quality issue like chipping paint to our attention, we usually see chipping throughout the body of the piece. Defective chipping is a result of improper finishing steps or too short drying times. The chipping visible in your photos is not characteristic of this defect, but appears to be the result of an impact on the edges of the chair. Sometimes this happens when a chair strikes hard against the edge of the table as it is pushed underneath. Another issue you present to us is the scratches on the seats of the chairs. Again, the pictures do not show any indication of defect. We apply an ample layer of nitrocellulose lacquer to all of our furniture, if a customer brings prominent scratching to our attention it is usually fine scratches that are visible when the light reflects on the table or seats’ surface. However your photos indicate much deeper gouging, which would not be the result of normal use. At Hooker Furniture, we take pride in producing quality furniture and caring for our customers. When possible defects are brought to our attention, we dedicate time and resources to consider each claim carefully and determine the best course of action. When a defect is found, we own the problem and stand behind our product to ensure customer satisfaction. When we determine that an issue is not a defect, we try to offer as much information and advice as possible to help the customer resolve the situation, as we did in this case. We provided you with ideas, information, and videos on how to repair scratches and [redacted] & [redacted] offered to assist in replacing the seats at your cost. We stand by those solutions as ways that you may resolve this situation. Kind regards,[redacted]Hooker Furniture CorporationCustomer Care Lead

Consumer

Response:

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

I am not sure how they concluded that the damages were customer caused. All we did was sit on the chairs. That is all we did and we do not have small kids where it would be likely that chairs would be pushed hard against the table. [redacted] and [redacted] offered to exchange the seats of the chair at no cost to me and I will take them up on that offer since the manufacturer is not standing behind it's product. I'm highly disappointed and will make sure that everyone that I know considering Hooker furniture will know what a low quality product it is.

Regards,

Review: The bedroom set I purchased was defective the finish is peeling off the headboard..they say this has never happened before but a furniture refinisher told me that the furniture was never finished properly. The set was quite expensive and I just thought that they would have given a better response..All the handles broke and fell off the dresser I had to replace them with something else. I am 65 years old and I do not abuse my furniture. I think they should stand behind there merchandise..Desired Settlement: I think that they should pay to have it repaired or replace it with something that is not defective..even the leg of the footboard is sloppily finished..

Business

Response:

I have reached out to the customer. We feel this is well out of warranty, as we previously stated, but we are willing to attempt to provide some materials that may help resolve the customer's problem. We are waiting to hear back from the customer to proceed forward, but we are offering to sent out some touch-up finish.

Email sent to customer:

[redacted],

I recently received your claim

submitted through the Revdex.com. Please

let me apologize for the difficulties and inconvenience you experienced with

your [redacted] Bedroom set. I wanted to inform you of our efforts to

examine and find solutions for the problem you are experiencing. I am currently

still working on our options, but I should have a definite response next week.

Please understand the vast majority of manufacturer’s defect manifest within

the first year or so of use, hence the limitations described in our warranty.

Furniture and finish, like many other things, do age with time and this aging

may result in changes and variances in the color. Normal wear and tear of furniture

also takes its toll on furniture. We try to provide parts and touch-up supplies

as long as possible, but as product is discontinued from our line it becomes

more and more challenging to maintain stock and supplies to support older

product. The [redacted] was discontinued starting in 2006 and the last few

items were removed from the line in 2012. Our stocking levels are influenced by

the demand for replacement parts, for example we did notice a significant

problem with the [redacted] pulls and still have stock remaining on these

pulls, but as there was not a significant issue with the knobs, our stock is

depleted and we would be unable to acquire more knobs at this time.

Likewise with the finish of this

collection, we did not have finish issues of note with this product and do not

have any finish available. I am currently asking for this finish to be

recreated that we may send out a touch up kit to assist with your finish

issues. Now, there are many challenges faced with doing this, first we might

not be able to re-create an exact match as we do not have a sample to

reference. We could either attempt to match it as best we can with similar

finish and photos, this is the quickest resolution, but also leaves the

greatest room for mismatch and dissatisfaction. We recommend that you send us a

small sample, for example a drawer, that we can use to match. Then we could

more accurately recreate a touch-up finish and would send this out to you at no

cost. Please understand that due to the time that you have had the furniture

and the time that it has been discontinued that this is already above and

beyond our warranty limitations, and we would not be able to offer more

assistance than this in this case.

Please advise which course of

action you would most prefer and I will work on the other arrangements. Once

again, I apologize that you have found our product dis-satisfactory and I hope

that we work to a mutually satisfactory solution. If you have any questions or comments

regarding this matter, please feel free to discuss it with me at [redacted] or

call me ###-###-####.

Yours

in service,

Hooker

Furniture Corporation

Customer

Care Lead

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