Ikasa Furniture & Mattress

To whom it may concern, my name is [redacted]. I am writing to you to inform you that my intent was not to close my complaint against ikasa. My complaint number is [redacted]. I thought I was just answering back as a ok that ikasa had emailed higher management for a refund. Did not know I was closing the claim. I'm asking if you can please open my claim back. I have been waiting for new couches since April of this year. I am very overwhelmed by all this. Thank you. Contact information is [redacted]

Customer was contacted on 11.9.15 items are in stock  and customer is accepting delivery on 11.10.15.  Issue is resolved and customer is all set. 
Thank You

The customer purchased a five piece queen bedroom set which includes the following:
 
The BED(Headboard, footboard, rails)
Dresser 
Mirror
Chest 
Nightstand
 
We have view [redacted]...

web page. They are offering the following for $799.99
 
BED(headboard, Footboard, Rails)
Dresser 
Mirror
 
Proof:
 
[redacted]
 
Also, the bedroom set was not used, it was a clearance floor model. 
 
The customer saved more money shopping with us than she would have at the above mentioned furniture store.

Review: [redacted]t a sofa and loveseat from company, items where delivered a month or more after promised date. Loveseat is in bad condition, when I called to have it exchanged they kept giving me different dates it would be available, they kept telling me it was ordered and would be delivered soon, months in going back and forth with them they now tell me the sofa is discontinued and basically have to keep it the way it is because they don't refund money. They keep telling me they are going to look into some options to for me but they never call me back I always have to call them for an update. I have asked if I could exchange it for another set they have in store which they said no. I have had nothing but problems since the begging when I bought the product and when asked for money back they said they don't do returns on items but I hadn't even received the item due to them not delivering it as promised. I will NEVER do business with this company and not recommend anyone to them. Their service is horrible, they don't have costumer satisfaction, never return customers phone calls, unsatisfied with product, customer service and the way the company handles their business. Now I'm stuck with an item I paid for which is in bad condition and company is willing to do nothing about and keeps giving me excuses and run around. bought product in October, was delivered 4 to 5 weeks after promised day and I have been trying to exchange it for the last 3 months now with no success. Very fraustrated with company!

Desired Settlement: DesiredSettlementID: Replacement

I would like replacement or a refund. Its not right for me to have to keep the couch in the condition it is in, I paid for a new couch, not a bad condition couch.

Business

Response:

Business Response /* (1000, 5, 2013/03/26) */

Would the customer be willing for us to pick up the living room set from her home and give her a full store credit? Another option would be a 20% refund to keep the furniture as it is. Another option would be to send a furniture repair company to service the issue at no charge. We definitely want to help. Let us know what works best for you.

Consumer Response /* (2110, 7, 2013/03/30) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I went to the store today and they don't have anything else in there that I like or that even goes with my living room so I guess I will settle for the 20% refund to keep the furniture as it is. When I spoke to the company they told me if I would go with the repair option that I would have to do it and they would refund me the charges which I do not want to to because it has been 5 months of going back and forth with this company so I do not trust them to refund me the repair charges! It took me to get the Revdex.com involved in order to have the company willing to do something to help me with the situation! How do I go about getting the 20% refund?

Review: I [redacted] BOUGHT A QUEEN SIZE BEDROOM SET FROM IKASA IN SPRINGFIELD MA, IT WAS DELIVERED ON 6/19/2013 ONCE THE BEDROOM SET WAS PUT TOGETHER I NOTICED THAT THERE WAS A ABOUT A 6 INCHES GAP ON THE FOOTBOARD WITH THE MATTRESS ON THE BED AND YOU CAN EVEN SEE INSIDE THE DRAWER SO I CALLED THE MANGER FROM THE STORE AND I WAS TOLD SHE WAS BUSY AND THAT SOMEONE WOULD CALL ME AS SOON AS POSSIBLE WHICH NO ONE DID SO ON THE 20TH OF JUNE I WENT PERSONALLY TO THE STORE AND I HAD TAKEN SOME PICTURES OF THE GAP ON THE BED WHICH I SHOWED THE MANAGER AND I TOLD HER THAT I FELT WE WERE GIVEN THE WRONG SIZE SIDE RAILING OF THE BED, SHE CALL THE WEARHOUSE AND SHE STATED TO ME THAT YES WE WERE GIVEN THE WRONG SIZE RAILING BUT SHE TOLD ME THAT SOME ONE HAD TO COME SEE IT IN PERSON TO CONFRIM THAT YES THEY WERE WRONG, SO ON SATURDAY THE SAME DELIVERY GUYS THAT DELIEVERD THE BEDROOM SET CAME AND THERE IS THIS ONE GUY NAME MARTIN AND HE SAW THE GAP 1ST HE SAID WELL PUSH THE MATTRESS DOWN I SAID NO BECAUSE THEN THE GAP WOULD BE ON TOP AND THEN HE TRY TO SAY IT WAS THE MATTRESS I SAID NO IT ISN'T CAUSE ITS THE SIZE OF THE BED QUEEN SIZE SO THEN HE SAID WELL THE BED IS DEFECTIVE AND THAT HE WAS GOING TO REPORT THAT TO A [redacted] IN THE WEARHOUSE, SO THE NEXT DAY I WENT TO THE STORE AND SPOKE TO THE MANAGER AGAIN AND SHE TOLD ME THAT I HAD TO CALL [redacted] AND SEE WHAT MARTIN HAD REPORTED TO HER SO I DID AND [redacted] TOLD ME WELL THAT ALL SHE CAN DO WAS ORDER ANOTHER BED FOR ME BUT IF IT WAS STILL THE SAME THERE WAS NOTHING SHE CAN DO ABOUT IT,SO I AGREE FOR HER TO ORDER ANOTHER BED AND I ASKED HER WHEN WAS IT GOING TO BE DELIEVERD SHE TOLD ME THE SOONEST WAS GOING TO BE ON WEDNESDAY THE 26TH, SO I WAITED ALL DAY ON TUESDAY FOR THE CALL FOR WHEN WAS MY BED GOING TO BE DELIEVERD AND I GOT NO CALL SO I CALLED THE WEARHOUSE AND SPOKE WITH [redacted] SHE TOLD ME THAT THE TRUCK DID NOT COME IN AND THAT I HAD TO WAIT UNTIL SATURDAY FOR MY DELIVERY, SO I WAS VERY UPSET AND TOLD HER I WAS GOING TO REPORT HER AND THE STORE TO THE Revdex.com

Product_Or_Service: QUEEN SIZE BEDROOM SET

Order_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

AND TODAY FRIDAY THE SAME THING I WAITED FOR THE DELIEVERY CALL AND NO ONE EVER CALLED ME SO I CALL THE WEAR HOUSE MIKE ANSWER THE PHONE AND TOLD ME THERE WAS NO NOTICE OF ANY DELIEVERY FOR ME, SO I CALLED THE STORE MANAGER SHE PUT ME ON HOLD AND THEN CAME BACK TO THE PHONE AND SAID WELL I JUST SPOKE WITH [redacted] SHE IN THE WEARHOUSE YOU CALL HER, SO I CALLED THE WEARHOUSE AGAIN AD THE GUY THAT ANSWER TOLD ME THAT [redacted] WAS LONG GONE I EXPLAIN TO HIM THAT THE STORE MANGER JUST SPOKE WITH HER

Business

Response:

Business Response /* (1000, 5, 2013/07/05) */

We are currently working with the customer to resolve the situation.

Consumer Response /* (3000, 7, 2013/07/09) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Thay are not saying the truth, They have been ingnoring my calls etc I had told them we can come to an agreement since the bed is defective and they said so but all they want me to do is drop the complaint I did with the Revdex.com but up todays date nothing has been done, I was told on Saturday the 6th of july that I was going to get a call from them about our agreement and they never called me, I called them and then they say well deborah said that she never said any thing and that she had to speak to her boss all am getting is the run around and I am very upset with their services. yes they had told me to pick out another bedroom set but I did not like the quality of the ones they had availble so I told them if they would agree to give me a night stand that match the beroom set that I would keep the bedroom set and that when deborah and mike told me that I was going to get a call on monday which it was the 8th july for the time the night stand would be delieverd and I never got that called so they are not working with me and I hope I get some help from Revdex.com because they are being honest.they know that the bed is defective and they had send out some guys which wee delievery boy again and they also agree the bed is defective and they even sign a paper for me saying so.I hope they come some resolution because this matter is affecting my health. Thank You.

Business Response /* (4000, 10, 2013/07/10) */

Per the customer's request, we will deliver out a nightstand free of charge to resolve the customer's issue. Delivery is scheduled for 7/10/2013.

Consumer Response /* (4200, 12, 2013/07/11) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I would like that everyone knows that the ikasa store sells defective products and when you ask to be exchanged of refunded they dont want too you call the store where you bought the product and the store manager say you have to call the wearhouse and the when you call the wearhouse they put you on hold for a good while and then they want to tell you that the product is correct when they know its defective, I will never ever buy from Ikasa nor refre anyone who wants to get real good furniture, I was cheated but its all good we all learn from our mistake, and yes I ask them well since they did not have anything good and did not want to refund my money I myself told them that I would keep the bedroom set but that I wanted a extra Nightstand which took them for ever to decide weather or not to give it to me, and make a note I ask them and made this agreement cause they did not work with me at all or even try. they are all liars and all they want is to cover their [redacted] with all that defective furniture they are selling for full prices May God forgive them. and yes I got the nightstand but am not happy at all the way they did me. TY Revdex.com and please you should really investigate Ikasa.

Business Response /* (4000, 14, 2013/07/12) */

We delivered the customers nightstand as requested and in a timely manner. The customer requested the nightstand to resolve her issue on Saturday, July 6th 2013. The nightstand was delivered on the next possible delivery day, Wednesday July 10th 2013. We have a signed delivery form proving so. Also, notated on the delivery ticket, the nightstand that was delivered was to settle her complaint. It is not our fault that the customer did not find another bedroom set to her liking that she could have exchanged it for. We would have gladly exchanged it but in the customer's words, "they did not have anything good", " I myself told them that I would keep the bedroom set but that I wanted a extra nightstand."

We did as the customer asked and we consider this case closed on our end.

Review: Delivery crew arrived 8 hours late. Purchased items arrived damaged and incomplete. Visited showroom and was told the problem would be resolved, 2-weeks have passed and problem has not been resolved. No call back after several attempts to speak with customer service reps. Warrantee was purchased as an addition to sale price on all items.Desired Settlement: Would like replacement of all damaged parts as well as missing purchased items.

Business

Response:

We are looking into the situation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No attempt to follow up and no resolution has been offered or made.

Sincerely,

Business

Response:

We apologize for the inconvenience. Below you will find the email address for our customer service manager. She will be able to assist you with whatever you need.

Review: I purchased a 10 inch memory foam bed on Dec 18th, it was delivered on Dec 21st, I have very bad arthritis in my hips and cannot sleep on this bed, I went to the store and explained this to the salesperson and he told me there is a no return policy on mattresses, when he called the company customer service line, I spoke to them and they said it should have been told to me when I bought the bed, this was never told to me and no form was every given to me. I also explained I wanted to get a different mattress and that I was still willing to do business with them, they are still telling me I have to keep this bed, and pay for it!! Can someone help me please!

Product_Or_Service: 10 inch memory foam mattress

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

All I want to do is give back the memory foam bed and purchase a different mattress please

Business

Response:

There is a strict no return policy on mattresses. The customer removed the item from it's plastic covering and slept on it. Mattresses are not like dressers or dinette sets and cannot be returned or exchanged. Every customer has the opportunity to test mattresses in our showroom. They are able to sit and lay on them to make their decision on which mattress they prefer. This has always been Ikasa's policy on returning mattresses.

Review: I purchased [redacted] bedroom set which was used with damage on some pieces for $1020.96 in May 2014. About several weeks later seen an ad at [redacted] for the same bedroom set at $799. On July 30th I went to speak with manager at Ikasa about the difference of prices that he sold a used bedroom set at $960 w/tax. And there's a furniture store with a new bedroom set at $799. I was told well its not the same material it where they get it from a manufacture and he could not honor the difference. I told him it was the same bedroom set and he needed to look at the website.Desired Settlement: I'm asking if the company would do compare prices and come down a little on their merchandise. Try to be a little affordable for [redacted] residents

Business

Response:

The customer purchased a five piece queen bedroom set which includes the following:

Review: I made a purchase at the [redacted] IKASA Furniture retail store two months ago and still do not have the item I ordered.The first issue was with delivery. I paid a $100 fee to have the item delivered and left work early but the item never arrived. I called to reschedule the delivery because no one from the company reached out to me. The item was not delivered on the second or third date either.Finally, the item was delivered almost a month after the original purchase. Here is the second issue: The sales associate who processed the original order, ordered the wrong item. Additionally, while waiting weeks for the delivery of the item, the manufacturer has discontinued the item.During this entire processes there has been a serious issue with communication between the [redacted] store and the IKASA customer service staff and from both entities to me, the customer. Combined, I have made over forty phone calls and driven to the retail store on more than five occasions just to get information I was promised I would receive.At this time, a reasonable solution has yet to be presented. The customer service staff keeps talking in circles and failing to address the real problems. I have asked to escalate the situation to someone with more authority, have been told to expect a phone call from "management," never receive a call, and am forced to call back and talk to the same customer service representative time and time again without any new information.Purchasing furniture is an investment and a lot of time, energy, and money was put into my decision.Here is the mission of IKASA Furniture directly from their website: "Our mission is to improve the standard and quality of life for all who come in contact with IKASA Furniture & Mattress" Given the experience I have had, I am deeply concerned that IKASA Furniture is not taking this situation seriously.Desired Settlement: I was told that I could "re-select" an item from their manufacturer, [redacted], and have done so. However, what I have selected retails for an amount greater than what I paid. Given the experience I have had, I believe it is more than reasonable to honor my request. If that absolutely cannot be done, I would like a check issued in the amount of the purchase made out to me.

Business

Response:

When the customer came to our store to make the initial purchase, our clerk accidentally added the wrong item to the order. When we found out the correct item was discontinued by the manufacturer, we offered him our floor model which is in perfect condition. The customer refused. He then demanded a 25% discount/credit, which we agreed to. He was then to his total credit to re-select for a different item. He then proceeded to re-select for 2 items, which in total, cost an additional $262 more than his available credit. When we informed him of this, he said that it shouldn't matter and that we should be responsible for the remaining balance, even after we agreed to the 25% discount/credit(an additional $137 he could use to re-select). At this point, we made him aware of 2 options that were available to him. He could either re-select using the amount he paid plus the additional 25%, or we would refund his money. He declined both.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I bought my children some bunk beds with mattresses on February 12, 2014. I was informed delivery would be done on February 15th. I received no delivery, no phone call, and wasted my entire day waiting for it. I have called the Springfield location numerous times to ask about delivery. I have been given several dates and I have continuously waited for delivery and received nothing. Not even a phone call. My children have now been sleeping on comforters on the floor for 3 weeks now. I bought the items cash and paid for delivery and set up. I would gladly request my money back, but have been informed that they only do store credit. This is a horrible policy, customer service is subpar and the delivery system needs to be revisited and made better. I will not be purchasing anything from this business again and will urge everyone I know to not do so as well.Desired Settlement: I would like to have my money refunded if possible. Even if I receive the items.

Business

Response:

We are reviewing the issue and will contact the customer to try and resolve.

Review: On January 11th, 2014 my husband and I picked up a bedroom set from Ikasa furniture in Hartford CT. The employee, [redacted], told us the wrong price for a product and only after we left and returned with the money to pay for the products were we informed by another employee [redacted], that [redacted] gave us the wrong price because [redacted] was new and had only been there a few months. When we asked to speak to a manager [redacted] told us that the store has no manager because he/she quit. We reluctantly decided to pay the "new" price. We then went to the warehouse and right away noticed water pouring onto furniture from the ceiling. We stood at the front desk for over 15 minutes until two employees walked through the door. First our box spring was loaded into our truck when I realized it was broken. Another was loaded and I noticed the same thing. Finally the third box spring seemed to be in ok shape so I accepted it. When the rest of the furniture was loaded we immediately went home eager to set it up. We first opened the box with the bed rails and head/foot board. Immediately after locating the directions I realized we were missing eight pieces essential to the beds setup. By this time it was too late to contact ikasa. First thing in the morning I called Ikasa and spoke with [redacted]. I informed [redacted] of the missing pieces and she told me there was nothing they could do at this time and hung up on me. I then called Ikasa back over 20 times and they would not pick up. Finally [redacted] called me back and again offered no solution except "there was nothing they could do about right now." I then told sara that I had contacted a local news station and planned on making a complaint to Revdex.com and sara said "i'm going to file a report" and hung up. Now again, I cannot reach Ikasa furniture by phone, as they are ignoring my calls. As of now I plan to possibly take legal action if I cannot (without a reasonable hassle)get the products we payed for within the next few days.Desired Settlement: I would like new pieces delivered immediately and I would like the delivery charge waived, as I am not willing to rent another truck to get the parts that were missing. I would also like aforementioned employees reprimanded for poor customer service and hope that they will be trained properly in the area of customer service.

Business

Response:

Customer has come in to pick up parts required. It should also be noted that the customer named in the complaint was not the customer that purchased the bedroom set. The customer named in the complaint purchased a mattress and box spring. After noticing the box spring was not to her satisfaction, a new one was brought out for her, which she accepted.

Consumer

Response:

The part I picked up as a replacement was not the right part. When I told the person at the warehouse the part was not correct they insisted it was. They then told me they would order a new set of rails for me and I would receive a call that day confirming. Sure enough, when I returned home the piece was incorrect and did not fit the particular bed set. Nearly two weeks later I am still without the missing bed slat and have not received any word from Ikasa that it was even ordered. Also note that in the Ikasa warehouse they are displaying a Revdex.com plaque to represent their accreditation by the Revdex.com, according the the Revdex.com website, Ikasa is NOT accredited through the Revdex.com.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

We apologize for the mistake and any inconvenience. The customer is more than welcome to come down to our warehouse and pick up the correct parts. Also, the placard we have does not say we are Revdex.com accredited. It's there to show we are registered and anyone is free to look us up. Thanks again!!

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have already come back to the warehouse to get the replacement parts! when I got there they gave me the wrong part and told me they would order me the parts I am missing. They said they would call me THAT day to confirm the order for replacement parts.. I have never received a call nor parts I need...

Sincerely,

Business

Response:

We have ordered the parts from the manufacturer. They have arrived. They are available for pickup.

Review: On Feb 07,2014 my husband and I went to Ikasa Furniture to look at some furniture. We saw a storage bed on the floor that we liked, we spoke to Ms. [redacted], who said they not have the exact item but showed us one on the computer that was a bit similar, we liked it and requested two of them and put a $500 deposit. Two Weeks later on Feb 25, 2014, I went into the store and made another deposit of $500. On April 07, 2014 my husband and I went into the store to pay off the balance and to make arrangements for delivery at which time Ms. [redacted] Informed us that it seems that the manufacturer no longer carry that product, but she will asked her manager to see if they can special order it and then she will give us a call and let us know. She never called, I called her on April 09, 2014 she told me that the manager said they can't we would have to choose something else, I told her that They don't have anything else that we really want, she said she would have to call me later because she had to check with someone else to see if I can get a refund. I called later that day and [redacted] answered the phone I asked for Ms. [redacted] he told me that she said she recognized the number and she don't have an answer for me yet. My Husband and I went back into the store on April 10, at which time we met [redacted], he said they don't give refunds in the store it has to come through customer service and they have to be approved by [redacted]. He said he will email the situation to [redacted] and we should check with customer service on Friday. I called customer service on Friday(today) and the girl informed me that they do not issue refunds but it comes through the store, then she proceeded to call Ms. [redacted] at the store who told her that she is working on ordering the bed from somewhere else.(which she clearly did not communicate to me)So someone is playing games and I don't want to play by this time I am tired of the run around, all I want is my money back. I do hope you can help.Desired Settlement: I would like a full refund of $1000.

Business

Response:

The beds are on order through the manufacturer, Acme Furniture. They are expected to arrive sometime within the next 10-14 days. If the customer no longer wants we need to know right away because this is a special order item and would need to be cancelled. If the customer chooses to not accept the items, they would be given a store credit in the amount that they paid. Per company policy, there are no refunds on layaway orders unless the item has been discontinued. These items are not discontinued.

Consumer

Response:

Review: [redacted]

I am reject from this response because: we were specifcally told by Ms. [redacted] and I quote"unfortunately the manufacturer has dropped the product, but I will check with my manager to see if I can special order the I can special order the items". I called her back two days later she told me her manager said they can't special order the items. The last conversation we had was that she would check with some guy about a refund, we have never had a conversation since then. On Wednesday April 22, 2014, I got a message from Ms. [redacted] on my answering machine stating that the beds are in, to come in and pay off the balance and arrange for delivery. I called back and someome pick up the phone and hung up, I tried again but no one answered. I am truly appalled by the lies they told. I am not comfortable doing any kind of business with them anymore, because they have proven themselves to be deceptive on so many counts. The only dealings I want with them is to have my money back.

Sincerely,

Rozella Fyffe

Review: I recently purchased a livingroom set and was told by the movers that it wouldnt fit, with out them even trying they refused to bring up the livingroom set. I asked them to at least try but they did not want to, there was no effort put into there professionalism as to getting my livingroom set upstairs that I had been waiting on for far to long at the time. So at this time I was a little upset and I told them just leave it on the front lawn.. A few neighbors witnessed the entire incident and offered their services, with their patience and verbally speaking to one another they managed to get my livingroom set upstairs with no problems at all. Also the other matter was that they were supposed to ensemble my kitchen table set that was also purchased from them, but they did neither thing.. So I am kindly requesting my money back from the delivery..Desired Settlement: I am kindly requesting my delivery money back, due to the fact that the movers did not perform their job to the best of their ability..

Business

Response:

We are looking into the incident.

Business

Response:

A refund request for this customer has been submitted to upper management. We are awaiting response.

Review: I bought a red leather sofa from Ikasa 3 years ago. I never had the sofa delivered because I planned on buying more items from the store and wanted to have everything delivered at once. I unexpectedly lost my job and subsequently found a new job in another state. I had to break my lease and forgo furnishing my apartment. I made Ikasa aware of my new circumstances and my inability to buy more furniture or take what I previously purchased with me as I was taking a job on [redacted] and would be relocating to a furnished apartment there. They informed me of the fact that they did not give refunds, only store credit. My argument was and still is that I did not foresee this drastic change of plans and would have absolutely no use for the credit nor the sofa. Being that the sofa had never left the warehouse, I asked if there were ever any exceptions made and I was told I would need to write a letter which I did and never heard back from the company. I called several times and was given the run around. I was forced to leave the state without any resolution to my situation. Ikasa has kept my $584.91 for 3 yrs, I called Ikasa customer service today as I recently moved, found the receipt and recalled the situation. I was told there was nothing that could be done and to file a complaint. I truly feel wronged in this situation and am hoping Ikasa will reconsider the no refund policy as it has been 3 years and I clearly was not lying to take advantage of the company in any way but I do feel taken advantage of as a customer.Desired Settlement: That Ikasa consider the fact that extenuating circumstances rendered me incapable of using the store credit option available to their customers and give me the $584.91 I paid for a sofa I never took out of the store long ago.

Review: I purchased a queen size mattress and boxspring set on Tuesday November 12 that was to be delivered either on the 14th or the 16th of that week and month. I was told by the salesman [redacted], that the mattress was not in the warehouse yet but that it should be no later than the 16th before delovery would be made. He also informed me that the delivery company would call me to confirm a time for delivery a day in advance. After the 13th and 14th passed and I recieved no phone call, I phoned the store to enquire as to when I would recieve my mattress. At first I spoke with someone in the customer service division and was told that my mattress would not be delivered until the 26th of the month. I informed them that the date was unacceptable and I then contacted [redacted] at the store and he said he would look into it and call me back. He never did and so I called him again. This time he informed me that he spoke to his manager and that the mattress would be delivered on Tuesday. I told him that the 26th was indeed a Tuesday and he told me that he assumed that it would be the 19th since his manager said Tuesday not the following Tuesday. I asked him to please confirm and get back to me and he never did. When Monday and Tuesday came and went, I called and asked to speak to a manager at which time I was told that he was not in the store so I asked for him name. At that time, I was placed on hold and transfered to alternate extensions a few times until I decided to try another extension on my own and at that time I contacted a manager named [redacted], who told me that l would hear something by the next business day. That evening, I spoke with [redacted] from customer service who informed me tht the manufacturer kept rescheduling deliveries and that it would be another two to three weeks before the mattress set would be delivered. I have asked for a refund several times and was refused by each person I spoke to. When I call to speak to someone at this point, all I get is voicemail and unreturned phone calls.Desired Settlement: I would like to have my money returned to me in cash. I no longer wish to do business with this company and would like to do my part to make sure that they cannot do this to anyone else. I believe that this company engages in deceptive business practices and that is why they refuse to give customers refunds. They take your money and hold it hostage until they get around to giving you what you have already paid for knowing that you have no other recorse.

Business

Response:

We had informed the customer of the delay on her mattress and box spring. We even offered the customer a chance to go and re-select for her order. She has refused to do so. We even sent her an email stating that if she re-selected for something less than what she paid, we would refund her the difference. At the bottom of all of our receipts, it states that all sales are final and that we can provide store credit only. We have already gone above and beyond that. We will look further into the customer's request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The only reason I became informed about the business delay is because I CALLED to inquire as to when I would recieve my mattress. I called several times before anyone would even express any concern or even return my phone calls. I was given the run around by the salesman and the front desk personnel for days. I wanted to purchase the mattress because I have a bad back and the present mattress I am on is no longer viable. Instead of being treated as a valuable customer, I was treated as if I was being forced to let them keep my hard earned money and to choose from the options THEY CHOSE TO GIVE ME. As they have stated, AT THE BOTTOM OF THE RECEIPT it says no refunds. Why is that? The cashier highlighted the model number and my cr but for some innate reason did not highlight that bit of information. All over the store, it says bad credit no problem, in back of the check out desk, it says in big letters, ninety day financing available, bad credit no problem. Why is it that their return policy is off to a corner on the end of the desk in small letters? I have gone back to the store and taken pictures to prove it! These pictures were taken when I DID IN FACT go to the store to try to pick out another mattress and they were too soft for my bad back. These people are deceptive in their business practices and I plan to alert everyone I can that they should NOT SHOP WITH IKASA FURNITURE! I have to ask myself and will post this question to others, why is it that every reputable furniture and mattress store promises next day delivery and money back if not satisfied and Ikasa does not? This policy gives pause at the very least. I will try again to work things out with them but if they do not make good on the money they have taken from me, I WILL sue them.

Sincerely,

Business

Response:

We are seeking approval for a full refund for this customer.

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. However I will not consider the complaint to be completely resolved until I receive a refund check for the entire amount and said check clears the bank. After that, I will be completely satisfied that the complaint has been resolved.

Sincerely,

Business

Response:

Customer's refund check has been mailed to address provided.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This company is very unscrupulous in their practices and I do not trust them. They promised me a complete refund over a month ago, telling me that I would have my check withing ten days. I have not received anything from them and to add insult to injury, I have tried to contact the company with no response. I feel that they are doing this out of spite, hoping that I will eventually go away. I will not go away. I want my money back and I will not drip any pending complaints until I receive a check from them and it clears the bank. I have already pursued a small claims suit in this matter and If I do not hear anything from the company by Friday January 24, 2013, I will pursue further action through the Consumer Protection Agency and the Attorney Generals Office of the State of Connecticut.

Sincerely,

Review: I had issues with damaged product, delivery, and customer service.

On April 4, 2013, my mother and I purchased furniture from your Springfield, MA location. My mother paid by check, which was cashed the next day, and I "financed" my bedroom furniture.

I received a call regarding delivery on April 13th and customer service did not have the correct address for delivery. Additionally, I was out of town on that date and could not accept delivery until April 24th. On April 22nd I received a call stating that the mattress that I ordered was not in stock and that an "upgrade" would be delivered with the rest of the furniture.

On April 24th, both my furniture and my mother's was delivered. First, the three piece table set my mother ordered needed to be returned. All of the tables rocked, were off balance because the legs were not cut properly to fit. The sofa and loveseat did not come with care instructions or tags of any sort attached to them. There was styrofoam packing all over the furniture and our living room, which was not cleaned up by the delivery men.

My dresser arrived damaged and was returned with the mirror that went to it. The bed that was delivered is missing a post that connects to the slats to hold the mattress up. Again, styrofoam and wood crating was all over the floor and outside and no one cleaned it up. I received no care instructions either.

After contacting the sales manager at the store, as well as customer service a new delivery date for the dresser was established and my mother was to receive a store credit for the tables.

My dresser arrived on April 27th, without a mirror. I promptly called the customer service number while the delivery men were at my home. I was told they would "get back to me" and I have not received further information to date. I am still missing the mirror and post to my bed.

The sheet that the delivery drivers made me sign did not say "sign to confirm receipt of delivery". I signed and now I am paying payments on pieces I don't have because Ikasa told the finance company (according to the finance company) that my signature indicated all pieces were in my possession.

Now, not only do we still have missing parts, furniture and instructions, we are paying or have payed! This entire experience has been awful and I am requesting that you right this situation. My mother wants a full refund on the table set, as the quality of your products and the service [redacted] We will take further action, if necessary, to get a refund of her $300.00. Additionally, I expect that my furniture, parts and instructions for care for all pieces received and/or paid for will be in my possession by the week's end. I have missed two working days waiting for delivery of furniture and I REFUSE to do so again. I can assure you that further action will be taken if this is not resolved immediately! I will be notifying the Revdex.com and the AG's office of your deplorable business practices.

Desired Settlement: Refund of my mother's money for tables. Address finance company stating that I have not received all of my product so payment date can start when I actually receive ALL of my parts to my bedroom set. Deliver remaining and requested items!!!

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

We are working with the customer to resolve the issue.

Consumer Response /* (3000, 7, 2013/05/09) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

They are, in fact, not working to resolve the issues around my furniture that is financed. They have not righted that situation, as I am still required to begin payments today and I have not yet received all of the parts to my furniture. They have not notified the finance company of this. Additionally, they expect me to pick parts up at the store which will cost me more time and money to do when they were supposed to have been delivered April 24th with the rest of my pieces. I have already lost two days of work for deliveries and spent time on these inconveniences.

Business Response /* (4000, 9, 2013/05/10) */

We will do exactly as the customer has requested. Information about other customers can not be shared (even if it is someone's mother).

Consumer Response /* (4200, 11, 2013/05/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Due to the fact that your company, Ikasa Furniture, misrepresented information to Progressive Finance, stating that I received all of my purchase on 4/24/13, a withdrawal in the amount of $36.87 was made from my checking account on 5/09/13. Those funds were not in there, as I expressed on several occasions and in several emails that I did not receive the merchandise in its entirety as was reported to Progressive and that I should not be paying until I did receive all of the merchandise. As a result, my account was overdrawn and a $29.00 overdraft fee was attached.

I waited through three, four hour delivery windows, as I expressed earlier and was forced to miss work due to your company's inadequacies. I should have only had to wait through one delivery window. Furthermore, I am still waiting for pieces.

As a result of the above, including the company's misrepresentation of facts, their cost to me and their inability to resolve things in a timely manner, I will be filing suit in small claims court for loss of income, the payment to Progressive plus overdraft fee as payment should not have been made, and court fees. I missed 8 hours of work at $16. 64 per hour, which equals $133.12 lost wages waiting for your drivers to fix Ikasa's mistakes. Also, the payment of $36.87 plus $29.00 overdraft equals $65.87 owed to me for a payment that was made based on Ikasa's misrepresentation (lie) that I received all of my merchandise when I did not. That paperwork was supposed to be submitted after the order was delivered in it's entirety!!! So, I will be suing in Small Claims Court for $198.99 plus court fees.

Please understand that I am still waiting for my pieces and instructions for my furniture.

Business Response /* (4000, 13, 2013/05/16) */

In response to the refund due to the customers mother, a check totaling $318.74 was mailed out on 5/6/2013. It should be arriving any day now.

In regards to the customers mirror, we have a signed delivery ticket stating that the merchandise has been received in good condition on 5/4/2013. This was also confirmed during a routine delivery survey conducted on 5/6/2013. During this delivery survey, the customer then made us aware of a missing support slat and care guides. Products purchased from Ikasa Furniture do not come with product care guides. The manufacturers do not provide them to us. We did fax a request for a care guide to the manufacturer. The missing support slat was ordered on 5/6/2013. At the time the customer filed the claim for the missing piece, she was informed it usually takes anywhere between 1-3 weeks for us to receive the item. At that time, it would then be transferred to our Springfield, MA. location where the customer is able to pick it up at her convenience.

There is no reason for us to contact the financing company, as the customer has all of her products. According to Ikasa's delivery policy, which is stapled to all orders before the customer leaves the store, Ikasa is unable to guarantee the time frames provided to our customers. We try our best to make sure all deliveries are made during the time frames provided, but there is no telling how long a prior delivery will take or whether their are any unforeseen circumstances.

Consumer Response /* (4200, 15, 2013/05/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)

In fact, the delivery driver knew about the slat on 4/24/13 and stated he would request another one. I continually requested the slat hardware and the care guide throughout all of my contact with you. I was not informed that it would take one to three weeks for receipt, at any point in time. I did not ever hear that it would be sent to Springfield for me to pick up and I further stated in my email that it would have to be shipped to me, as I am not wasting more of my time and money trying to obtain MY PRODUCT!

Consumer Response /* (3000, 17, 2013/05/21) */

Additionally, I am outraged that this company would blatantly lie about what they have and have not told me. The delivery driver knew of this and told me he made the wearhouse aware of missing parts on 4/24/13. I am taking this matter to small claims court, because I still have missing parts and the finance company is making me pay when my furniture is not here in it's entirety with functioning parts!!!!

Business Response /* (4000, 19, 2013/05/23) */

First, we would like to confirm that the customer's mother has received her refund check in the mail.

Secondly, we would like confirmation from the customer that she has her mirror. We have signed documentation, as well as verbal confirmation that a delivery was made to her home on 5/4/2013 and that her mirror was received in good condition. Verbal confirmation was given by the customer in the form of a delivery survey performed a member of our customer service department on 5/7/2013.

If we can move past these two points, we would be more than willing to send one of our delivery teams to the customer's home(normally a $99.00 fee) once her center supports arrive from the manufacturer. They will professionally install them, and make sure that her bed is in proper working order.

In regards to her care guides, that is not something we provide to customers. Our manufacturers do not even provide them to us.

Review: I purchased a sectional and an ottoman, using one of the financing options through the Springfield store. I specifically asked the sales woman about the couch and how it broke apart, how big each piece was etc. Everything seemed fine so I finalized the sale. The delivery was supposed to be on Wednesday after 5pm, I received a call on Tuesday to confirm a morning delivery on Wednesday. I had to reschedule delivery to Saturday. I had a delivery window of 8:30-12:30, the delivery men did not show up until almost 2pm. I wasted an entire day waiting for them and I wish this was the worst part of my complaint. After 45 minutes of the delivery men fighting with each other, as well as arguing with me, it was clear that the furniture that I purchased was not going to fit through the door, and so I refused it. I contacted customer service and told them the furniture was refused. The woman I spoke to told me that I was all set. A few days later I received an email from the finance company telling me the date that my payments would begin. I contacted them and informed them that the furniture was never accepted and that I was no longer going to need financing. They informed me that all of my paperwork had been sent over to them stating that I had received my furniture as scheduled. They told me that I needed to contact the store to have a credit invoice sent over to them, proving that I did not have the furniture. I contacted the store only to learn that indeed my paperwork had been forwarded to the finance company even though they KNEW that I had not received my furniture. I was told that I would have a store credit for the purchase amount and that I should come in and pick out something else. I informed the store that I had no intention on reordering and again mentioned that I needed to have a credit invoice sent over to the finance company. The woman I spoke to was polite enough but said that she needed to speak to her manager and that she would get back to me. I have not received any information.

Product_Or_Service: Sectional Couch and Ottoman

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for them to issue a credit invoice to the finance company since they know that I do not have the product as I should not have to incur debt for items that I do not have.

Business

Response:

Business Response /* (1000, 5, 2013/06/19) */

We are looking into this situation. We will be contacting the customer shortly to discuss available options.

Review: We ordered a Sofa and a Dinning Table and I was promised the are going to deliver in 2 weeks because we needed in 2 weeks then they never call, when we call 2 weeks after they sais they are not going to deliver it maybe next week and we requested a cancelation and refund. they refused and say the don't give out refund, we requested proof that we agreed with their return policy and they just say they just give store credit and hung up the phoneDesired Settlement: refund for entire amount $1200 + taxes

Business

Response:

Customer was contacted on 11.9.15 items are in stock and customer is accepting delivery on 11.10.15. Issue is resolved and customer is all set.

Review: I CALLED THEM TO LET THEM THAT ONE OF MY SOFA CUSHIONS IS DAMAGED...IT IS LESS STUFFED AND VERY NOTICIBLE. I PURCHASED A 5 YEAR FULL COVERAGE WARRANTY WHEN THE SOFA SET WAS PURCHASED AND THEY DENIED USDesired Settlement: I WOULD LIKE A FULL CASH REFUND, BECAUSE THAT BUSINESS PUT ME THROUGH TOO MUCH OR I CAN EVEN ACCEPT AN EXCHANGE AND A RETURN OF PROTECTION PLAN

Business

Response:

Ikasa Furniture Mattress

April 23, 2015

To [redacted],

I’m sending this letter in regards to [redacted] a

warranty Revdex.com complaint; we have been in full contact with this customer from

day one with her complaint. Customer purchased a full 5year warranty with

Ikasa, the warranty as she was explained is for replacement parts and if an

item is unrepairable we will exchange it, it would be prorated from when the

purchase was made and how long of warranty the customer has remaining. And if

approved the customer will receive that amount in store credit towards a new

set. Our warranty is not for refunds as

she is requesting. In this customers case her issue is normal wear and tear,

which will happen in time as the set is being utilized customer also did

provide us with a few pictures, but in the pictures provided the set doesn’t

show any issue. Attached is a copy of the customers signed slip that customer

also has a copy of that states we provide no refunds and if approved will only

receive store credit. I do hope this information does help the situation, if

not you can reach me @ [redacted] my name is [redacted] my hours are between

10:30 – 6:00 Monday – Friday.

Thank you

Review: Purchased a bedroom set from ikasa in hartford,ct.the person that delivered the bedroom set damaged the head board during setup.I have been getting the run around trying to get this piece replaced since the day it was damaged.The customer service representatives are not willing to help me get this item replaced.Desired Settlement: I want the item their delivery Guy damaged to be replaced.

Business

Response:

The customer will be receiving a new headboard to replace the one that is damaged. We have contacted the customer to make her aware of this. As soon as the piece arrives, we will schedule the exchange.

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.

Sincerely,

Consumer

Response:

Review: [redacted] Complaint is being reopened and the consumer has sent the following:

this is my second complaint to the Revdex.com about this company.The first complaint was not pursued because I was lead to believe that the issue was being resolved which is not the case.I purchased furniture from ikasa in February upon the delivery and set up of the bed the delivery man dropped the head board which caused damage to it.I contacted customer service and was told that the head board was not in stock and needed to be ordered from the manufacturer that was two months ago and I have not received my merchandise yet. After trying to reach someone at customer service for weeks with no answer I was told two weeks ago that the head board was finally in and would be delivered the following Saturday well the day came and went with no delivery or phone call from ikasa I took the day off from work and lost one day of pay because of this company.I have continuously been given the run around from customer service and now I can't reach anyone by phone once again.I an sure that my replacement head board was never even ordered and they are hoping I just go away but I'm not.I'm gonna take can't this matter to court if I don't receive the items that were promised to me and if this issue is not resloved soon my next step is filing a consumer protection claim and then my lawyer.I don't want things to go to that point but at this point in time I am being keft wuth no other alternative ...

I want my replacement head board delivered and installed correctly, I also paid for a extended warranty to protect my self just in case anything got damaged.

Business

Response:

The headboard was on back order through the manufacturer. It arrived today and the customer should be receiving the delivery on Saturday.