Klaussner Home Furnishings

Initial Business Response / [redacted] (1000, 6, 2015/04/30) */ Klaussner's Limited Warranty in year for Frames was Lifetime Limited; however the Springs were covered for a period of Five (5) years The Limited Warranty on the Down Blend seat cushions was three (3) years at her time of purchase Klaussner periodically makes adjustments to its Limited Warranty; however the Limited Warranty applies to the timeframe in which the consumer purchased their furniture; not what the current warranty is now [redacted] ***'s correspondence with Klaussner stated the couch looks but it looses its support when you sit on itWe received pictures of her sofa and indeed, it does look normalWe suspect that the seat cushions have softened giving the feeling that the support has decreasedReplacement seat cushion cores can be purchased and we are certain that would correct the support problem with the seat cushions A copy of the Year Limited Warranty will be emailed to you separately Sincere regards, [redacted] - Consumer Service Supervisor Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Klaussner sent me the copy of a warranty that was posted on a third party websiteThe warranty was for a $sofaI bought a $3,sofa (the Montezuma)I have a copy of the warranty that was given to me in by the store where I purchased itI would expect different warranties for different lines of productThe identical sofa (the Montezuma)is still being sold and the current warranty is the same as the one that was given to me in by the store ownerIt is my belief that Klaussner is trying to cover up their quality and workmanship by providing a different warranty for another type of product they sold in I also explained to the representative in CS that I put a different cushion on my sofa and it still saggedThey never even sent somebody out to look at my sofa!

DO NOT BUY FROM THIS STORE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO CUTOMER SERVICENO RETURN POLICYWe purchased a leather sectional, accent chairs, and a dining table with chairs The total of the purchase was over $12K We made this purchase in October They informed us that the dining table could take up to 8-wks since they had to make it from scratch However, the sectional and the accent chairs should be delivered in 2-wks Well, wks later, the sectional and the accent chairs arrived hours later than the scheduled timeAt this point I was annoyed so I called the store to see why they couldn't give us a courtesy call to let us know that they were running late Their response to me was, "Ma'am, just wait they'll be there soon." WOW I was speechless but I held my cool When they finally arrived, I couldn't believe my eyesThe chaise had a hole, a scratch, and a tear! It also didn't have power reclining like we had requested The left arm chair also had scratches in multiple spots and also had a tear WTH! This piece was supposed to be brand new from the warehouse So I called our sales rep *** about the issue but she just said that this is common and she'll send someone to 'fix' the damage And as for the missing power recliner on the chaise, she blamed us and said we never requested it Hello, why would we not when the rest of the sectional is power reclining? I told her that I'm not ok with them 'fixing' the damage because I PAID for a brand new sectionalShe said she will talk to the manager and asked us to pay the extra money to order the power recliner At this point, I am LIVID but I couldn't do anything but oblige because when I checked their website, there was NOTHING ABOUT A RETURN POLICYI asked *** but she's not sure so I should talk to the store manager So, I went ahead and paid the extra for the power recliner and tried to get in touch with the manager I left numerous messages cus he was either always busy or not in Two weeks later and still no call I called *** to check on our order and she tells me for some reason, the order for the power recliner was never placedOMG! So, she places the order that day and it took them another wks to pick up the old chaise to install the power recline Also, they made us wait til they brought back the chaise to fix the scratches on the left arm chair But it doesn't end here, the new chaise they brought had MORE SCRATCHES! At this point my patience was gone so I called corporate Unfortunately, since the Raleigh location was a privately owned store, they didn't have much control over the store However, they were willing to call the store to see what's been going on Not minutes after getting off the phone with corporate, the manager finally calls me and just says he will send another service tech to fix the scratches on the chaise when they deliver our dining tableThe table came finally but with the wrong leg base! So thus far, everything we bought came damagedThey even sent the wrong pieces The delivery guy was never on time The manager was never available and I ALWAYS had to call themThey never once owned up or offered any kind of apology or gestures to alleviate the problemI asked the manager for a refund on the dining table and he said he'd have to talk to the owner cus its not his call A week later I called them and they said no refund cus the table wasn't damaged, and they put a rush order on the leg baseSigh, what could I possibly say to them at this point?! So I have been waiting for this leg base for a month now and they told me that they put a wk rush orderWell wks turned to wks and of course no phone call from them so I called them and they said it was ready So I scheduled the delivery for today, at 2pm Well it is now 3:and they are still not here Of course I called the store to see if they are still coming and again, they told me that the delivery guy has been running late since the morning but should be there soon I finally have had it I BLEW UP! I said everything I have been holding back and some The only response I got was, "We understand you're upset but we're trying our best to address all of your issues and we hope you can see that we always solved the issues for you." I was baffled and just couldn't take it any longer so I just hung up the phone at this pointNEVER AGAIN, WILL WE BUY FROM THIS STOREAND NONE OF YOU SHOULD EITHER!!

Initial Business Response /* (1000, 12, 2015/10/30) */
Klaussner Home Furnishings is very sorry that Mr*** has had problems with the Darius group of furnitureOur management team has decided to give credit to the dealer, *** *** *** for all three piecesMr*** can contact
*** *** at *** *** *** to discuss reselection
Thank you
Sincerely,
Cindy P*** - Supervisor of Consumer Relations
Initial Consumer Rebuttal /* (2000, 14, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an e-mail from the dealer on October that read as follow, "Good afternoon! Not sure how far you've gotten with Klaussner or what the status is, BUT to just help you out and put this all behind uswe're going to provide you with a full refund of the merchandiseIf you can just forward me another copy of your receipt, so I can do what I need to on my end"We agreedThe damaged furniture was picked up from my house by *** on Friday, October 30thThe dealer, *** stated via e-mail how we and when we would received our refund which reads as follow,
"So the way it would workthey would come by and pick up all three items, which you would give them $upon arrivalThey would bring items to mewhich I'm donating them to ***At least I can do something positive with them?"
I paid the $80.00" for the pick upAs of today, November 2, 2015, we have not received our refundThe dealer did indicate it would take 5-business daysWith that being said, my agreement to the business response is solely based on them carrying out their part of the resolutionIn closing, I to sincerely thank Revdex.com for their assistance in assisting my wife and I in rectifying this matter
Ill be able to process your refund in 5-business days, so was just thinking of sending you a checkJust a few hoops that I need to jump through, since we've never actually done something like this
As for the return, you would be responsibleYou could drop it off yourself or we contract out a local delivery company that could pick it up for a reasonable cost, whichever works better for you
None of this really played out like we had hoped, but at least this may be a step towards a positive outcomeOf courseI'd invite you back to look at another option that may be more suitable and give you more peace of mindWe work with other manufacturers that may give you better luck, but thats up to you
Thanks again!
***

Unprofessional, horrible customer service, stay away!

We ordered a bed and asked specific questions regarding the finished build since they didn't have a model in the showroom. Our sales rep, DEBBIE, assured us it would come in as ordered. She was wrong and was built incorrectly. Instead of apologizing and working to fix the problem Debbie suggested we just get it delivered and "I'm sure it will be nice." They said we were misinformed and she "couldn't remember what she told us." Amazing a place that prides itself as being "fresh from our own factories" can't figure out what to do when a customer needs a bed frame from one model but a headboard from another...that being the only way to solve the problem.

I made several trips to the store since Debbie and the manager, CHARLES, always seemed to be taking a day off or were too busy to talk to me. I told them how to correct the problem and it would simply take a little effort on their behalf to ask the right questions of their man

Initial Business Response /* (1000, 6, 2015/04/30) */
Klaussner's Limited Warranty in year 2002 for Frames was Lifetime Limited; however the Springs were covered for a period of Five (5) years.
The Limited Warranty on the Down Blend seat cushions was three (3) years at her time of...

purchase.
Klaussner periodically makes adjustments to its Limited Warranty; however the Limited Warranty applies to the timeframe in which the consumer purchased their furniture; not what the current warranty is now.
[redacted]'s correspondence with Klaussner stated the couch looks normal but it looses its support when you sit on it. We received pictures of her sofa and indeed, it does look normal. We suspect that the seat cushions have softened giving the feeling that the support has decreased. Replacement seat cushion cores can be purchased and we are certain that would correct the support problem with the seat cushions.
A copy of the Year 2002 Limited Warranty will be emailed to you separately.
Sincere regards,
[redacted] - Consumer Service Supervisor
Initial Consumer Rebuttal /* (3000, 9, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Klaussner sent me the copy of a warranty that was posted on a third party website. The warranty was for a $799 sofa. I bought a $3,000 sofa (the Montezuma). I have a copy of the warranty that was given to me in 2002 by the store where I purchased it. I would expect different warranties for different lines of product. The identical sofa (the Montezuma)is still being sold and the current warranty is the same as the one that was given to me in 2002 by the store owner. It is my belief that Klaussner is trying to cover up their quality and workmanship by providing a different warranty for another type of product they sold in 2002. I also explained to the representative in CS that I put a different cushion on my sofa and it still sagged. They never even sent somebody out to look at my sofa!

Bought a $3000 leather sectional from Klaussner's. The in-store experience was pleasant and seamless and the sofa arrived within 4 weeks (was told it would arrive in 3, but honestly didn't have the expectation that it actually would). The delivery experience, however, was a disappointment. Was given a 1-hour delivery window, but they of course arrived late. The delivery guys didn't even say hello or acknowledge me when I greeted them. I asked if they could move my 2 existing sofas from the living room into the garage, but the guy said 'well, you'll have to pay us'. I was a little surprised, since we were already paying for the delivery, but I told him I would give them $20 to do it. The guy said (and I hate I didn't get their names), 'You can pay us $20 for each sofa', to which I replied, 'well, I only have a $20 bill'. He said, 'I'll take a check'. At this point, I thought he must be joking - really?? I started laughing, but he just stood there and stared at me. To top it all off, after they left, I realized the color of the leather is NOT what we ordered. We ordered a distressed brown, but what arrived is a dark, non-distressed brown. Luckily, it isn't hideous and we can live with it, but definitely disappointing. After reading other reviews, I now see that customers commonly complain that they receive the wrong color. Definitely do your homework and due diligence before going with Klaussner's.

Klaussner is the worst company to deal with. The company nor the retailers will stand behind the product. I have had the couch for 8 months and the material looks horrible. I have never dealt with such weasels and poor quality furniture. Save your money and by Broyhill or bassett.

Unprofessional, horrible customer service, stay away!
We ordered a bed and asked specific questions regarding the finished build since they didn't have a model in the showroom. Our sales rep, DEBBIE, assured us it would come in as ordered. She was wrong and was built incorrectly. Instead of apologizing and working to fix the problem Debbie suggested we just get it delivered and "I'm sure it will be nice." They said we were misinformed and she "couldn't remember what she told us." Amazing a place that prides itself as being "fresh from our own factories" can't figure out what to do when a customer needs a bed frame from one model but a headboard from another...that being the only way to solve the problem.
I made several trips to the store since Debbie and the manager, CHARLES, always seemed to be taking a day off or were too busy to talk to me. I told them how to correct the problem and it would simply take a little effort on their behalf to ask the right questions of their man","neg-4

We ordered furniture about 2 months ago. I had told the delivery people that I don't think the bed is put together correct. They assured me that it was. My husband came home and said why did you let them out of the house because the bed wasn't put together correctly. With my husband having a bad back, he couldn't put the bed the way it should be. I contacted them several times on this issue and assuring me that they will correct the problem. That was a almost 2 weeks ago. I still haven't received our nightstand that was suppose to go with our set as well. We ordered our Coach from [redacted] the same time and they were very prompt. I wish we got the bedroom set from them as well. Very disappointed with a company that is suppose to be American Made furniture.Product_Or_Service: Bed Room furnitureDesired SettlementI would like them to fix the problem. More info received from the consumer 2014-03-17 Today they came by and fixed the bed. They also delivered our night stand free of charge. They scratched our headboard in the process of fixing the bed and they fixed it before they left. I am very pleased with the results.

Ordered two items, one damaged on delivery. Was told it would be replaced, but it wasn't. 2nd item collapsed. Called and would not give refund.We ordered a couch and leather recliner on or about October 11th, 2014. We received a bill before we received the furniture. The furniture arrived on or about November 10th. The recliner had two tears on the arm rest. We took pictures and sent them to the delivery drivers and to the customer service department's email we were given by our sales representative. We were first told that someone would be out to look at it for a possible repair. We said this was unacceptable and we wanted a replacement. Our sales representative, [redacted], stated that she would order a new chair. Approximately 3 weeks later we visited the store again to look at more furniture and to check on the status of the replacement recliner. We were told that it is on its way and we would get a phone call in the next few days. We never got a call. Then on or about December 15th, the arm of our couch collapsed. When I called, the sales person told me that he is familiar with this couch and this is a common problem. He also told me that the arm is constructed with industrial strength cardboard over a wood support. He said he would send a technician out to do a repair. I replied that this couch is just over a month old and this is unacceptable. I also asked him about the recliner. It was at this time he told me that the replacement recliner was NEVER ORDERED. I told him that this is contrary to what we were told on two different occasions. At this time I told him that they can come and pick up this furniture and I want a refund. He said he could not authorize a refund.I then called the credit card company, [redacted], and explained the issue. They suggested that I dispute the charges. Currently, we are waiting for the dispute process. In the meantime, I contacted Klaussner Furniture via their webpage contact form informing them of the situation. I have not heard back from them.Desired SettlementComplete refund of the down payment, all monies paid to the account charge and dismissal of all charges on my credit card for the furniture and warranty. Klaussner is welcome to pick up the furniture at any time. We would have never purchased these items if we were made aware it was constructed of "industrial" cardboard.I wanted thank the Revdex.com for helping me on a second retail sales issue. I had an issue with Klaussner furniture. The company is now on their way to making it right by picking up their substandard furniture and refunding our money. My first issue took place in Missouri on a $2500 appliance sale. The company never delivered my appliances. After emailing a complaint to the local Revdex.com, my credit card was refunded.

DO NOT BUY FROM THIS STORE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO CUTOMER SERVICE. NO RETURN POLICY. We purchased a leather sectional, 2 accent chairs, and a dining table with 4 chairs. The total of the purchase was over $12K. We made this purchase in October 2015. They informed us that the dining table could take up to 8-12 wks since they had to make it from scratch. However, the sectional and the accent chairs should be delivered in 2-4 wks. Well, 6 wks later, the sectional and the 2 accent chairs arrived 2 hours later than the scheduled time. At this point I was annoyed so I called the store to see why they couldn't give us a courtesy call to let us know that they were running late. Their response to me was, "Ma'am, just wait they'll be there soon." WOW I was speechless but I held my cool. When they finally arrived, I couldn't believe my eyes. The chaise had a hole, a scratch, and a tear! It also didn't have power reclining like we had requested. The left arm chair also had scratches in multiple spots and also had a tear. WTH! This piece was supposed to be brand new from the warehouse. So I called our sales rep [redacted] about the issue but she just said that this is common and she'll send someone to 'fix' the damage. And as for the missing power recliner on the chaise, she blamed us and said we never requested it. Hello, why would we not when the rest of the sectional is power reclining? I told her that I'm not ok with them 'fixing' the damage because I PAID for a brand new sectional. She said she will talk to the manager and asked us to pay the extra money to order the power recliner. At this point, I am LIVID but I couldn't do anything but oblige because when I checked their website, there was NOTHING ABOUT A RETURN POLICY. I asked [redacted] but she's not sure so I should talk to the store manager. So, I went ahead and paid the extra for the power recliner and tried to get in touch with the manager. I left numerous messages cus he was either always busy or not in. Two weeks later and still no call. I called [redacted] to check on our order and she tells me for some reason, the order for the power recliner was never placed. OMG! So, she places the order that day and it took them another 3 wks to pick up the old chaise to install the power recline. Also, they made us wait til they brought back the chaise to fix the scratches on the left arm chair. But it doesn't end here, the new chaise they brought had MORE SCRATCHES! At this point my patience was gone so I called corporate. Unfortunately, since the Raleigh location was a privately owned store, they didn't have much control over the store. However, they were willing to call the store to see what's been going on. Not 15 minutes after getting off the phone with corporate, the manager finally calls me and just says he will send another service tech to fix the scratches on the chaise when they deliver our dining table. The table came finally but with the wrong leg base! So thus far, everything we bought came damaged. They even sent the wrong pieces. The delivery guy was never on time. The manager was never available and I ALWAYS had to call them. They never once owned up or offered any kind of apology or gestures to alleviate the problem. I asked the manager for a refund on the dining table and he said he'd have to talk to the owner cus its not his call. A week later I called them and they said no refund cus the table wasn't damaged, and they put a rush order on the leg base. Sigh, what could I possibly say to them at this point?! So I have been waiting for this leg base for a month now and they told me that they put a 2 wk rush order. Well 2 wks turned to 4 wks and of course no phone call from them so I called them and they said it was ready. So I scheduled the delivery for today, at 2pm. Well it is now 3:24 and they are still not here. Of course I called the store to see if they are still coming and again, they told me that the delivery guy has been running late since the morning but should be there soon. I finally have had it. I BLEW UP! I said everything I have been holding back and some. The only response I got was, "We understand you're upset but we're trying our best to address all of your issues and we hope you can see that we always solved the issues for you." I was baffled and just couldn't take it any longer so I just hung up the phone at this point. NEVER AGAIN, WILL WE BUY FROM THIS STORE. AND NONE OF YOU SHOULD EITHER!!","neg-3

Klaussner is the worst company to deal with. The company nor the retailers will stand behind the product. I have had the couch for 8 months and the material looks horrible. I have never dealt with such weasels and poor quality furniture. Save your money and by Broyhill or bassett. ","neg-2

Bought a $3000 leather sectional from Klaussner's. The in-store experience was pleasant and seamless and the sofa arrived within 4 weeks (was told it would arrive in 3, but honestly didn't have the expectation that it actually would). The delivery experience, however, was a disappointment. Was given a 1-hour delivery window, but they of course arrived late. The delivery guys didn't even say hello or acknowledge me when I greeted them. I asked if they could move my 2 existing sofas from the living room into the garage, but the guy said 'well, you'll have to pay us'. I was a little surprised, since we were already paying for the delivery, but I told him I would give them $20 to do it. The guy said (and I hate I didn't get their names), 'You can pay us $20 for each sofa', to which I replied, 'well, I only have a $20 bill'. He said, 'I'll take a check'. At this point, I thought he must be joking - really?? I started laughing, but he just stood there and stared at me. To top it all off, after they left, I realized the color of the leather is NOT what we ordered. We ordered a distressed brown, but what arrived is a dark, non-distressed brown. Luckily, it isn't hideous and we can live with it, but definitely disappointing. After reading other reviews, I now see that customers commonly complain that they receive the wrong color. Definitely do your homework and due diligence before going with Klaussner's.","neg-1

The furniture I ordered on 11-3-13 has not arrived on the time estimated. I never receive updates from the store about my order. When I purchased my living room set on 11-3-2013 (order number [redacted]), I was told it would delivered before Thanksgiving. I have had to keep calling them to get the status of my order, every time I called I am given a different estimated time as to when it will be ready because of an issue with one of the fabrics. No one has been able to give me an actual date of when my order will be ready. I am unsatisfied because I am unable to cancel this order or even choose a different fabric so I can get the order sooner. Desired SettlementI would like to cancel my order and have my money refunded to me.Business Response Update on this customer. The Factory has confirmed that the customers custom made sofa, chair, and ottoman is finishing in production this week and will ship it for us to receive by next week. Again, the factory has very high standards regarding quality and that the fabric they received for her order originally was refused from the factory and the fabric mills had to hand make new fabric. During this delay we also gave a sofa to her to use until her new custom furniture arrives.

Cushions are sagging and the fabric on the cushions is wrinkling after two weeks of normal use.I purchased the sectional sofa at Klaussner on Glenwood Ave. Raleigh on 1/18/14. The sofa was delivered on 3/11/14. After a few days of having the sofa we noticed that the fabric on the cushions would appear wrinkled after sitting on them. Over the weeks we could see an obvious dip in the cushion on the chase from the cushion sinking. I spoke with the sales person, [redacted] on 4/11/14 to let her know about the problems we were seeing with sofa. During our conversation she asked me to send some pictures of the issue to Klaussners customer service email so that she could see the problem. I emailed the photos that day as directed and called her back to insure that she had received them. Her initial comment was that she could see the issue very clearly in the pictures. She then told me that she would talk to the customer service manager and give him the pictures and he would be in contact with me the following week because he did not work on weekends. I did not receive a call back from the service manager [redacted] the beginning of the following week so I called the store on Thursday 4/17 to follow up. I spoke to [redacted] and he said he could send someone out to take a look at the issue the following Monday, 4/21. The service man came out to the house around 4:30 on 4/21. My housemate explained the issue to him. After dissassembling and viewing the cushions he indicated that this was occurring because the foam core of the cushions were breaking down and causing the fabric to be loose on the cushions. He then offered to add addtional stuffing in the cushions to make them appear full. I refused because I felt it should not be necessary to add additional stuffing to a sofa that I had only had for 1 month.I then called the service manager, [redacted] back to determine if there was something else we could do to rectify the issue. He indicated that he would discuss it with the store manager and the store owner and call me back in a few days.I did not here back from [redacted] so I called him again on 4/25. [redacted] said that he had spoken to the manager and he was not willing to make any additional concessions to rectify the issue. I explained to [redacted] that I am unwilling to allow them to put additional stuffing in the cushions because the cushions should not need additional stuffing after 1 month of very light use and it also appeared to be a temporary fix. He stated he understood my position but there was nothing further that he could do. I stated ok than I will have to proceed with rectifying the issue with additional legal action.I went by the store on 4/26 to speak to the store manager. After discussing the issue with him for several minutes he again offered to add additional stuffing or add new foam core to the cushions. The new foam core would make the cushions much firmer than the original and that was not what I wanted when I purchased the sofa. I again explained why I was not comfortable with allowing them to do that was it appeared to be only a temporary fix. I ask that they come out and pick up the sofa and give me a full refund of the purchase price. He indicated that was not something that he could authorize and he would pass the information on to the store owner. At that time I gave him a letter addressed to Klaussner Furniture to give to the owner. The letter stated that they would have 7 business days for the date for receiveing the notice to pich up the sofa and refund the entire purchase amount of the sofa. Desired SettlementI am seeking a refund for the total purchase amount of 2080.56 paid for the sofa, delivery and taxes. The product is obviously defective and of very poor quality. A 2000.00 dallor sofa should not break down in a month. Consumer Response The company states that they build a quality product however a quality product does not begin to fail after two weeks of normal use. The company did offer to add some additional padding to the cushions to reduce the sagging however this was not an acceptable solution because it is only a temporary fix. If the cushions are sagging after two week and you add additional stuffing it will only fix the problem temporarily. The true issue is that the foam in the cushions is defective and should have been replaced. I don't care to have a technician at my home every couple of months to restuff the cushions. The overall quality of the sofa was very poor. It was definitely not what I expected to get with spending over 2000.00 for a sofa. I have disposed of the sofa at a loss to myself and replaced it with a quality sofa. I have had no sagging in the cushions with six months of use. I will never make purchase from this store or manufacturer. I will also inform all friends, family and associates to avoid as well.Business Response We have used this factory since 1984, over 30 Years!! They make a tremendous product that holds up very well over time. This factory is the largest custom made factory in North Carolina. Customers come from all around the country to buy custom made furniture from our store. Considering the customer has sold or disposed of her custom made sectional I suppose we can't do anything more. This factory is so vertically integrated that it actually makes and pours it's own foam.