Howell Furniture Galleries

We do not find any record of speaking to this customer about this situationBest we can tell they contacted the protection plan company and they denied the claim based on wear and tear which is normalOur protection plan that we sell is very clear in stating that it DOES NOT COVER normal wear and tear or manufacturer defectsWhen the plan is registered the customer is sent paperwork that outlines what is and is not covered under their termsIf the customer would have notified us after the claim was denied we would have then gone to the manufacturer to see what could have been doneThe consumer went directly to the manufacturer, again before we were notified of the problem, and we have sent all information requested by the manufacturer to them directlyAt this time we still have never been contacted by the customer and to the best of our knowledge the manufacturer is handling the complaint.Howell Furniture Management

Complaint: I am rejecting this response because: [redacted] I was treated very rude by all parties at Howells [redacted] the office manager told me multiple times that [redacted] will be calling me shortly which she did not call meIf she had limited cell phone access how could the store get in touch with herShe could have very easily called meI tried to tell [redacted] what I was told and he said he did not want to hear any of itHe believes his peopleI have purchased a large amount of furniture from them in the past yearI was told by [redacted] at the Nederland store to call her if I had any problemsI tried and she refused to call meApparently she did not honor her word because she never returned my callIf I do not receive an apology from the part owner [redacted] I will never purchase anything else from them ever Sincerely, [redacted]

Complaint: I am rejecting this response because: It was my mistake it was [redacted] that I talked to, I was even shocked that she still worked there, and I received a phone call the other day telling me that there was not a claim on this, I only did what I was told to doalso enclose is the paper that talks about the renew leatheralso after researching I found where there was more complaints about this furniture peeling,also people being told that the protection plans cover everythingSo I don't know what you are waiting for if you would like to help me you may call me yourself I have spent way to much time and think I have presented my case to the fullest [redacted] Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11095942, and find that this resolution is satisfactory to meI was contacted by the manager at the Beaumont store and told to go pick out another mattress I did so and paid the difference in the price The mattress will be delivered on Saturday Thank you for your help, *** [redacted]

Since Howell Furniture has been dedicated to providing our customers with exceptional customer service and high quality furniture Therefore, we appreciate the opportunity to provide clarification regarding the issue that this customer has brought forward Mr [redacted] called on Monday, March 23, to inquire about his furniture that we had on orderThe furniture on order was the result of a Protection 1st insurance claimA piece of his bedroom furniture had been damaged by the customer and as a result he filed a claim to have the piece replacedUpon trying to order the replacement piece we were notified that the group had been discontinued and per his warranty agreement this allows him to reselect a whole new bedroom groupHe came in and reselected and we then ordered the new bedroom suiteApparently, Mr [redacted] was told it would take weeks to receive the group by a store manager that is no longer with our companyIt’s been almost weeks and upon Mr [redacted] calling the new store manager on the 23rd the manager found that the only piece we don’t have is the bedIt, unfortunately, has been held up on a container on the west coast due to the strike at the ports on the west coastWhen this was explained to him, the store manager offered to deliver all the pieces that were here along with a loaner bed frame until the bed came inMr [redacted] did not like the answer nor wanted that solutionHe wanted all of his furniture delivered immediately, which we cannot do as we don’t have the bed in stockHe then asked to speak to, [redacted] , one of the ownersShe was out of the office for an appointment all day with limited cell serviceMr [redacted] called many times throughout the day at both our Nederland and Beaumont location and he was told every time that Ms [redacted] would call him when she got inAs it got later in the day and she still had not returned, he felt as though he was being “lied” to so the office manager got in touch with another owner, [redacted] , who was traveling back from out of town on MondayUpon being told that Mr [redacted] with more than one employee, and calling several employees liars, he instructed them to let him know that Ms [redacted] would not be calling him back and he would call him Tuesday morningNeither he nor Ms [redacted] could help Mr [redacted] without being in the store and having access to his records so that was the soonest he could return his call Our Beaumont store manager then took his call and told him that now that he had upset and harassed several employees that Mr [redacted] was the one he would have to talk to and he would call him Tuesday morningMr [redacted] did in fact return his call Tuesday morning and let him know what Mr [redacted] had already been told but assured him that he would keep his ticket on his desk and walk it through personally to get him taken care of as quick as we couldWe feel we have gone above and beyond to try to help Mr [redacted] and unfortunately on the day he called the people he requested to speak with were out of townWe don’t think it’s out of the norm to have to call someone back the next day when they are unavailableMr [redacted] was contacted back within hours.Howell Furniture Management

Complaint:
I am rejecting this response because:
Howell furniture has not changed their position at all I totally didagree with their position Six months ago *** *** told me if I ever had any prowlems with Howell Furniture to contact her and she would solve any problems before the escalated That is exactly what I tried to doShe supposidily had limited access cell phone useMy position is if the store could reach her she could also call me with no problemsShe chose not to call me at allThis is very unprofessional from a business owner All I am asking is for an apology from *** and a date that my furniture will arrive This is not too much to ask forShe should have called and said I will check on it for you That is not too hard to sayI have been notified yesterday by my Doctor that I have a tumor in my head and I do not need this uncaring attitude from Howell FurnitureIf it was important for them to settle this claim, *** *** would pick up the phone and apoligizeThey feel like it is not necessary, but I disagree with themIf they treat me this way, they will treat everyone just like they do me
Sincerely,
*** ***

Our Service Manager called Mrs*** back in November, to let her know that we had sent all the paperwork requested to the manufacturer since she went directly to themShe seemed satisfied and thanked him for letting her knowAgain, we do not have any record of her calling our store and do not have a *** that works for usBut if a work order was not opened up at the time she called we wouldn’t have a record of the callI can see how if she called to find out what to do that we would have directed her to the warranty company since she did purchase that, however when they denied her claim she did not call us back so that we could take it up with the manufacturer and instead she called them directlySo we have cooperated with the manufacturer and have confirmed as of 12/21/that they do have an open claim number for this customer so now we are just waiting to see what they will doThis is an ongoing claim and we are keeping up with the status through the manufacturerTo respond to the piece of paper the customer says that she received, we do not have anything like this specific to the product that she purchased nor does that manufacturer provide anything like that so I cannot respond to that matter. Thank You,Howell Management

Complaint:
I am rejecting this response because: I want to see the final results before this case closes
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
*** do you think told us to call the protection plan business you did because you said that it only had year warranty and you was not covering the peeling of our furniture because that was consider wear and tear.this was sold to usand was told it was renew leather and was more stronger than regular leather and what it is is junk there is only adults in this home and if furniture is going to peEl because we sit on it I thought that is what we bought it forwe actually talked to the same person we purchased it from *** *** we even got a paper telling us it is supposed to be Highly durable,scratch resistant,high performance reliability year after year we purchased it12/21/and 1st complaint was 8/26/so now that you know the real details how are you going to help us
Sincerely,
*** ***

We do apologize that Mr***'s furniture took longer than expected tocome in and again, it's to no fault of our own and we are continuing to workdiligently at getting his bed here asapHad Mr*** called one timeand asked for Ms*** to call him he would have received that call backafter she arrived back at approximately 6:He at no time was told Ms.*** would call him shortly, but that she would call when she got in.Because he escalated the situation by harassing both locations and manyemployees with over phone calls and accusing them of lying to him aboutboth owner's whereabouts it was his actions that led to Mr***insisting that he be the one to call Mr***At no time did Mr.*** tell him that "he didn't care" or "didn't want to hear about" whathad gone onHe did tell him, after listening to his side, that he couldn'tchange what had happened the day before and he wanted to do whatever heneeded to do to get him taken care ofWhen Mr*** continued to wantto re-hash everything again he told him again that he couldn't change any ofthat and he would walk through getting his bed to him as soon as possible

We were very sorry to hear about Ms*** lossThe Accident Protection Plan that she purchased is a protection plan that covers accidents like spilling of liquids, tears, cuts, etcIt does not cover acts of GodNormally when this plan is purchased it is for years and if the customer does
not have to make a claim in that years they would then receive the full amount paid for the plan as in-store creditBecause so many people were affected by the recent flooding we are allowing them to use this credit early instead of waiting yearsWe explained all of this to Ms*** and that offer remains in tactWe have sent a copy of the accident protection policy to the Revdex.com office to refer toAgain, we are very sorry for her loss and are doing everything we can to help but unfortunately this plan is not insurance and we cannot replace her furniture Thank You,Howell Furniture Management

We received a call from Ms*** on December 04, stating that her mattress had an indentionPer the factory warranty we sent a technician out to inspect the mattress on December 14, and upon inspection the technician measured a 1” indention and the manufacturer specs state that the
indention must be at least 1/2” to qualify for rebuild or reselectionWe followed the warranty guidelines exactly as requiredShe is correct that there is a year warranty on her mattress however it does have to meet certain requirements before the manufacturer considers it defective and in need of repair or replacementWe informed Mrs*** of thisAt some point after the inspection she came into our Lake Charles store and spoke with our manager *** ***He then reiterated to her the warranty requirements, as well as showed her on the mattress that she purchased what it is made ofEvery one of our mattresses is clearly labeled with wording and pictures as to what the construction isHe also spoke with our service manager while Ms*** was in the store who also confirmed that the indention was not deep enough to qualify for any actionWhen she left the store our manager felt like she understood and Ms*** even stated that when the indention got deeper she would call us back so that we could then proceed with the manufacturerWe closed the service ticket at that time and were unaware that she was still not satisfiedWe are happy to inspect her mattress as many times as needed but we are required to follow the manufacturers guidelines when it comes to a factory warrantyWe have also notified the manufacturer of this complaint so they are aware. We are contacting Ms*** directly to discuss an amicable resolutionThank You,Howell Furniture Management

We will be happy to contact the customer again to give her the claim number with the manufacturer. Thank You,Howell Management

We do not find any record of speaking to this customer about this situation. Best we can tell they contacted the protection plan company and they denied the claim based on normal wear and tear which is normal. Our protection plan that we sell is very clear in stating that it DOES NOT COVER normal...

wear and tear or manufacturer defects. When the plan is registered the customer is sent paperwork that outlines what is and is not covered under their terms. If the customer would have notified us after the claim was denied we would have then gone to the manufacturer to see what could have been done. The consumer went directly to the manufacturer, again before we were notified of the problem, and we have sent all information requested by the manufacturer to them directly. At this time we still have never been contacted by the customer and to the best of our knowledge the manufacturer is handling the complaint.Howell Furniture Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11095942, and find that this resolution is satisfactory to me. I was contacted by the manager at the Beaumont store and told to go pick out another mattress.  I did so and paid the difference in the price.  The mattress will be delivered on Saturday.
Thank you for your help,
[redacted]

Complaint: 10926057
I am rejecting this response because: It was my mistake it was [redacted] that I talked to, I was even shocked that she still worked there, and I received a phone call the other day telling me that there was not a claim on this, I only did what I was told to do. also enclose is the paper that talks about the renew leather. also after researching I found where there was more complaints about this furniture peeling,also people being told that the protection plans cover everything. So I don't know what you are waiting for if you would like to help me you may call me yourself I have spent way to much time and think I have presented my case to the fullest [redacted] 
Sincerely,
[redacted]

Complaint: 10546134
I am rejecting this response because: [redacted]. I was treated very rude by all parties at Howells. [redacted] the office manager told me multiple times that [redacted] will be calling me shortly which she did not call me. If she had limited cell phone access how could the store get in touch with her. She could have very easily called me. I tried to tell [redacted] what I was told and he said he did not want to hear any of it. He believes his people. I have purchased a large amount of furniture from them in the past year. I was told by [redacted] at the Nederland store to call her if I had any problems. I tried and she refused to call me. Apparently she did not honor her word because she never returned my call. If I do not receive an apology from the part owner [redacted] I will never purchase anything else from them ever
Sincerely,
[redacted]

Since 1959 Howell Furniture has been dedicated to providing our customers with exceptional customer service and high quality furniture.  Therefore, we appreciate the opportunity to provide clarification regarding the issue that this customer has brought forward.   Mr....

[redacted] called on Monday, March 23, 2015 to inquire about his furniture that we had on order. The furniture on order was the result of a Protection 1st insurance claim. A piece of his bedroom furniture had been damaged by the customer and as a result he filed a claim to have the piece replaced. Upon trying to order the replacement piece we were notified that the group had been discontinued and per his warranty agreement this allows him to reselect a whole new bedroom group. He came in and reselected and we then ordered the new bedroom suite. Apparently, Mr. [redacted] was told it would take 4 weeks to receive the group by a store manager that is no longer with our company. It’s been almost 5 weeks and upon Mr. [redacted] calling the new store manager on the 23rd the manager found that the only piece we don’t have is the bed. It, unfortunately, has been held up on a container on the west coast due to the strike at the ports on the west coast. When this was explained to him, the store manager offered to deliver all the pieces that were here along with a loaner bed frame until the bed came in. Mr. [redacted] did not like the answer nor wanted that solution. He wanted all of his furniture delivered immediately, which we cannot do as we don’t have the bed in stock. He then asked to speak to, [redacted], one of the owners. She was out of the office for an appointment all day with limited cell service. Mr. [redacted] called many times throughout the day at both our Nederland and Beaumont location and he was told every time that Ms. [redacted] would call him when she got in. As it got later in the day and she still had not returned, he felt as though he was being “lied” to so the office manager got in touch with another owner, [redacted], who was traveling back from out of town on Monday. Upon being told that Mr. [redacted] with more than one employee, and calling several employees liars, he instructed them to let him know that Ms. [redacted] would not be calling him back and he would call him Tuesday morning. Neither he nor Ms. [redacted] could help Mr. [redacted] without being in the store and having access to his records so that was the soonest he could return his call.  Our Beaumont store manager then took his call and told him that now that he had upset and harassed several employees that Mr. [redacted] was the one he would have to talk to and he would call him Tuesday morning. Mr. [redacted] did in fact return his call Tuesday morning and let him know what Mr. [redacted] had already been told but assured him that he would keep his ticket on his desk and walk it through personally to get him taken care of as quick as we could. We feel we have gone above and beyond to try to help Mr. [redacted] and unfortunately on the day he called the people he requested to speak with were out of town. We don’t think it’s out of the norm to have to call someone back the next day when they are unavailable. Mr. [redacted] was contacted back within 24 hours.Howell Furniture Management.