Kensington Furniture

Kensington furniture delivered an inferior product to what was shown on their floor. They are great at giving you the runaround on the phone. I got a lot of lip service and ultimately was treated very poorly by the owner [redacted] I would advise anybody to shop elsewhere.

Review: I entered into a contract w/Kensington Furniture on January 20, 2014 for a dining set (six chairs, table, & buffet/server) totaling over $3.6K. I made a conscious decision not to use the set until I was able to purchase glass table tops cut specifically for both the table and the buffet/server costing $450 were installed. Afterwards, my father-in-law and my husband decided to slightly move the table. In doing this, the table literally started to come apart. My FIL and my husband stopped everything they were doing and inspected the table. They discovered the table was never assembled properly. It was missing parts (eight washers), there were rigged areas (paper shoved into excess space around screws) and rusted hardware (eight rusted washers & four rusted bolts). There also was an issue w/each chair (five chairs were missing hardware & one had patch work). They called Kensington immediately. Kensington sent the delivery service owner and warehouse manager who agreed this table was not repairable and was communicated to the store manager, [redacted]. After 3 conversations w/[redacted], we agreed to meet at Kensington to look at a replacement set and to discuss an overall resolution. While we were inspecting the replacement furniture, we noticed some repair work had been done to the legs of the table, hardware was missing and/or inconsistent from chair to chair, and the back of one chair was off-center. [redacted] made repeated trips to the office to seek guidance from the store owner, [redacted], but we weren't reaching a resolution. We insisted [redacted] come discuss this matter in person. After we explained and pointed out the replacement set was not in much better condition than the furniture we received, we asked our contract be voided, the furniture be picked up, and we be refunded the full purchase price. Even after being shown pictures and the rusted hardware, [redacted] insisted the only offer he could make us was to give us a store credit towards a different set.Desired Settlement: We would like a full refund of the purchase price keeping the furniture.

Business

Response:

On January 20, 2014, Ms. [redacted] pruchased a dining set from Kensington which was delivered on January 29, 2014 with no issues. Two months later, the customer called the store stating there was a problem with the table. We sent a technician out to the home to evaluate the problem but the customer did not believe that the table could be fixed. Therefore, as a courtesy to the customer, we agreed to let them choose an alternate table from the store but they were unsuccessful in finding anything. Now, 10 months later, they filed this compaint. Our Warehouse manager reached out to the customer and was told that they fixed the table. Based on that, there is no furnther issue and thus no action is needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is incorrect. The technician that was sent was the one who stated the table could not be fixed. As mentioned, we did not want another set as we had purchased custom cut glass pieces to be placed on top of both the table and the buffet. Because the store did not take responsibility for their poor quality merchandise, we were left with not choice but to purchase hardware and fix the table and chairs ourselves. After spending $3.6K+ for the set, we should not have needed to spend more to fix the product.

Regards,

Review: I went into Kensington Furniture on February 27, 2015 and picked out a Sectional Living Room Set and the salesperson [redacted], confirmed that it was in stock and would be delivered in 1-2 weeks, so I was satisfied and agreed, and I paid the same day through my [redacted] debit card the entire amount which was $2182.77. I left the store and instantly received a email from an [redacted], informing me that she will be giving me regular updates regarding the tracking of my order. I have not heard from this lady nor anyone else from Kensington as to date about my furniture. I've had to go out of my way each time to find out what was going on and I was always giving a later delivery date four different times which has all came and went, still they have not attempted to correspond to me. I called on two occasions to speak to a manager and each time I was told that they would call me back, which never occurred so then I went in person twice and they lied and told me that it had came in but was wrong color so it was sent back. It didn't come in any other color I was told. On April 1, 2015 I went back again because I learned through another furniture store manager that Kensington was in breached of my contract so I asked for my money back and because my contract wasn't honored on their end I was entitled to a full refund. [redacted] (one of the managers) claimed he sent in a request to get me a refund BUT would not provide me a copy of the paper which he should have. I then came in contact with the so called owner of the store named [redacted] and he was very UNPROFESSIONAL he didn't even communicate with me at all and I'm the customer, he was so focused on the person I was with, who is a manager at [redacted], he was angry that the man I was with had made me aware that my contract was bogus. I just want all of my money back and I don't want to wait any longer, I have no living room furniture now because I gave it away thanks to Kensington Furniture.Desired Settlement: I'm expecting my entire $2182.77 to go back on my [redacted] debit card within the next 7-10 days, no later.

Business

Response:

Unfortunately, it was determined that the pieces Ms. [redacted] ordered were out of stock with the vendor and we did relay that information to the customer. When Ms. [redacted] came into our store, she created a scene, was extremely disrespectful and made racial slurs to the owner. It is unfortunately that we could not get the pieces Ms. [redacted] wanted and therefore, we are processing her refund of $2182.77.

Business

Response:

Ms. [redacted] refund has been issued.

Consumer

Response:

resolved