Klopfenstein Home Rooms Furniture

I am rejecting this response because: the sales person P.K*** did not issue us any type of paper time of sales what he did was told us about it if we
never used it was communicated to us that it would be reimbursed as a gift cardSo it appears that your company lacks communication with it's employees and the customersAnd our receipts shows we paid for it and never used it and futher more you were suppose to contact guardsman about this

Initial Business Response /* (1000, 5, 2017/10/03) */
We apologize for the confusionThe pipolicy as stated on the back of your receipt is as follows"We strongly recommend you inspect your merchandise before leavingWe cannot be responsible for any damages after leaving the premises
While we are pleased to assist you in loading your merchandise when possible, it is your responsibility to ensure that your goods are properly loaded and securedIf a problem should arise, please contact the customer service department to schedule an appointmentWe require merchandise to be brought back into our service shop for inspection and dispositionIf you are unable to bring the piece in, a service call charge will be assessed based on your geographical location to service in your home."
We will be happy to assist you if you will just return the merchandise to the service center

Initial Business Response /* (1000, 5, 2015/12/15) */
Contact Name and Title: Alexis -Service Manager
Contact Phone: XXX-XXX-XXXX
We have sent a technician to the home for this customer to see what issues she was having. The backs are filled with dacryon fill. The fill from use will shift. This...

either needs to be added or fluffed occasionally. We did add fill for the customer at our visit. The fabric is not stretched. We have offered the customer new seat cushions if she would like which the offer was rejected by the customer. We have sent photos to the vendor as well of the furniture. These furniture items are up to standards. There has not been a reported issue to Broyhill about this fabric. This fabric is still being sold. There is not a defect with the fabric. This is normal with normal use. Thank you.
OFFER:
Since the furniture is up to standards we can offer the customer fill for the backs and new cushions for the seats. Thank you.

Tell us why here...We need for you to provde the "NO USE NO LOOSE CERTIFICATE" That was provided in your paperwork at the time of your sale.

Initial Business Response /* (1000, 5, 2017/08/31) */
We apologize for any inconvenience. We have picked up the damaged chair and redelivered the new chair to the customer today.
Thank you

Initial Business Response /* (1000, 5, 2016/10/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashleyfw.com
We have made several attempts to correct the issues for this customer. We have ordered several parts for her furniture and have sent...

our technician out multiple times to install them. We would be happy look at the situation further but they would need to bring it in to our shop at [redacted] Fort Wayne, Indiana. XXXXX
Our hours of operation are Tues-Fri 10 am-6 pm and
Sat 10 am-3 pm.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/11/01) */
In response to your letter sent to me on 10-21-16. The information Klopfenstein's sent to you is not correct. Their technician was not out here multiple times as they stated to you. The first time the technician came out: when he told me what he was going to do, I said - "That will not fix all my problems. If you want to do that it would be a waste of your time and your money." We the technician and I decided not to do anything that time and he would come back when all issues could be taken care of. When he came back he did not have several parts as the response Klopfenstein sent you stated. He had with him a new cushion (or stuffing) to fix that one complaint. When it was so called "fixed" it was worse that it was before. I had several unsatisfactory phone calls with service dept and store manager at Klopfensteins. I also faxed the manufacture of the sofa and did not even get a response from them. They have not made several attempts to correct this as they stated to you - I then told Klopfenstein's of they would send a sales rep. or other employee )manager or rome one) out to see the sofa; I said "if they can tell me I do not have a legitament complaint. I would drop all complaints." They did not do this. I'm very unhappy since receiving the sofa I have had quite a bit of company - 8 people from my card club, several from a church group, a neighbor, my cleaning lady and the people ( man & woman) who cleaned my carpet - not a one thought I was unreasonable I've heard nothing from them about bringing sofa to their shop which I am unable to do Thank you [redacted]
Final Business Response /* (4000, 17, 2016/11/22) */
WE WOULD BE HAPPY TO DO WHAT WE CAN FOR YOU HOWEVER AT THIS POINT YOU WILL NEED TO BRING THE PIECE INTO THE DC AT [redacted] FT WAYNE,IN XXXXX, SO THAT OUR ONSITE SENIOR TECHNICIANS CAN THOUROGHLY INSPECT YOUR FURNITURE. THANK YOU
Final Consumer Response /* (3000, 19, 2016/12/05) */
To Better Business of Northern Ind, concerning case # XXXXXXXX. In response to letter sent to me Nov 22, 2016. My response to my expectations are the same as in my letter I wrote on Nov 10, 2016; except I have a friend that deals with and helps people settle such matters as mine. That is my next step if I don't get satisfied by doing one of the things I've already stated. How much simpler could this be I cannot bring the sofa to [redacted]. I was suggested by a well respected person that I could picket the store. (out in front of store.) I would rather not do this but I will continue to pursue this until I am satisfied. My money back or a different sofa if no one can come out and tell me I do not have a legitament complaint.
Thank you
[redacted]

Initial Business Response /* (1000, 5, 2017/12/27) */
We are always happy to assist our customers to make their shopping experience as pleasurable as possible. We have made several trips to this customers home adjusting and replacing mechanisms and correcting what he felt were issues with the...

lining up of his sectional pieces. These are motion pieces of furniture which do have slight variances and are well within manufacturers specifications. Please let us know if we can be of further assistance.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that you purchase furniture for looks and function and the looks of this furniture shows that it is not correct. The showroom piece did not look like the piece we received. I would say if my piece of furniture was in the showroom not one single person would purchase it. Since it does not align properly. The store did make 3 trips to repair items that were damaged, including a tear in the leather footrest, a tear in the back cover which was glued. Then a repair tech tried to make a very bad repair of the Misalignment by jamming a nut under a rail and tightening it up. That alone told me that the repair techs do not understand how to make repairs. All I needed to be happy was to have a love seat that looks as the showroom piece does after all the cost was over 1400$. You should get what you pay for and not what they want to give you without cutting into their profits. Again I was told that if I was not happy and repairs could not be made that I could exchange, but since they say they are satisfied then that's the end of it. To bad for the custome. I believe that I did as I was asked, after all I waited over 6 months to try and get this corrected and it still isn't corrected. It actually looks worse now that they have tried their last repair. Funny that my other moving furniture looks fine and it is just one side of a loveseat that doesn't align. I have attached 3 photos. The first is before the final repair to show difference in misalignment. The second photo is after the last repair, to show diffence and how far the furniture is misaligned.The last photo is from what one of the repair techs did to try and fix the misalignment. So why would I say they don't know how to repair furniture????? But I have to accept that they say it is fixed. Wow.
Final Consumer Response /* (3000, 11, 2018/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So now I have to load a 3 piece furniture set into a truck and travel 45-55 minutes to have it inspected, with the store having the option to repair? That is beyond what I should have to do. The service tech should have taken the furniture with him in his enclosed truck when he could not make the repair. The store agreed that there was a defect and did attempt to make a repair when it was motion furniture from the start. So they have accepted that there was a defect. But now they are saying no defect exists since it is motion furniture. Which is it? The defect has existed since original assembly and still exists and is even worse than original. So the store should send the service tech to pick up the defective love seat and take it to get repaired correctly. I should not have to try and arrange transportation in winter for furniture that they agreed was defective.
Final Business Response /* (4000, 13, 2018/01/19) */
We again ask that you bring the piece that you feel still needs to be adjusted to our service center at 3725 North Wells St. Tuesday-Friday 10am - 5pm.
Thank you

Initial Business Response /* (1000, 5, 2016/01/20) */
Contact Name and Title: Alexis- Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@khrfurniture.com
This sales order is a special ordered for this customer. We do not have any returns, exchanges or refunds. This is stated very...

clear on the sales order. We are willing do have the customer pay a 30% restocking fee and the remaining balanced to be used in the store on another purchase. Customer is more than welcome to visit our store location to start this process. Thank you.
OFFER:
We are willing do have the customer pay a 30% restocking fee and the remaining balanced to be used in the store on another purchase. Customer is more than welcome to visit our store location to start this process. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely understand the policy regarding special order items. My problem is that they do not stand by those items. What I received is not what I ordered and I have no way of fixing the issue. I obviously was not able to find what I wanted in the store and would not want to special order anything from them again so their resolution of in-store credit minus 30% is not acceptable for this problem.
Final Business Response /* (4000, 9, 2016/02/03) */
Contact Name and Title: [redacted] - Service Manager
This sales order is a special ordered for this customer. We do not have any returns, exchanges or refunds. This is stated very clear on the sales order. We are willing do have the customer pay a 30% restocking fee and the remaining balanced to be used in the store on another purchase. Customer is more than welcome to visit our store location to start this process. Thank you.
OFFER:
We are willing do have the customer pay a 30% restocking fee and the remaining balanced to be used in the store on another purchase. Customer is more than welcome to visit our store location to start this process. Thank you.

Initial Business Response /* (1000, 5, 2017/07/20) */
PURCHASE DATE 7/29/14...CUST SENT PICS OF FADING/DISCOLORATION ON HIS FURNITURE...HE WAS ADVISED THAT THEY ARE OUTSIDE OF THE 1 YEAR MANUFACTURERS WARRANTY FOR FABRIC AND THERE WOULD BE COSTS FOR REPLACEMENT PARTS ( IF STILL AVAILABLE),LABOR AND...

SERVICE...WE EXPLAINED THAT GUARDSMAN APPARENTLY WOULD NOT COVER THIS BECAUSE IT IS NOT ACCIDENTAL DAMAGE.
WE WOULD BE HAPPY TO LOOK INTO THE COST OF REPLACEMENT PARTS.
PLEASE LET US KNOW.
THANK YOU

Initial Consumer Rebuttal /* (3000, 7, 2017/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a five year warranty on furniture and fabric. it was stated from the sales lady that anything happened to it in five years would be covered. they can't come up with a explanation of what happened to it.want repaired or replaced or money back.
Final Consumer Response /* (4200, 15, 2017/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
one year limted warranty was never discussed. they sales lady told me and my wife anything goes wrong it was covered for five years.this is why I bought the warranty. all this sales lady wanted to do is sell the warranty with no remorse of backing it up.
Final Business Response /* (4000, 17, 2017/08/17) */
We apologize for the miscommunication and want to assist you further. We would be happy to assist you in ordering replacement fabrics if available. There will be charges as indicated previously. Thank you

Initial Business Response /* (1000, 5, 2017/01/14) */
We will be glad to assist the customer. All we asked that she send in photos of the items that she has issues with and we will be happy to discuss it with her.

Initial Business Response /* (1000, 5, 2017/12/05) */
We apologize for the misunderstanding, however when you applied for credit and agreed to their terms. It is up to that company to determine what kind of payments they accept. We can only refer you to the finance company for further explanation....

Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dont you think it's important to explain to your customers what payment methods the banks you work with accept? Even the pamphlet from the bank did not discuss that. You work with These banks so it's a direct reflection on you. You just hurried me through the financing process did not explain anything about the bank. That's not right.
Final Business Response /* (4000, 9, 2017/12/14) */
We apologize that you felt rushed.
We are always happy to answer any questions that you may have. If we do not have the answers we will refer you to the company providing the line of credit to you because they would be the best to answer those questions. At the time of your purchase you were provided with all of their documentation as well as the purchase agreement that you signed.
Please feel free to contact them regarding any concerns that you may have regarding their payment options.
Thank you.

Initial Business Response /* (1000, 5, 2017/05/30) */
The customer has clearly misunderstood what was communicated to him by the store manager. The store manager did not issue this customer a [redacted] store credit. The store manager did advise the customer that he would be willing to work with him on a...

discount on his next purchase. The manager did notate this conversation/info in our system. The customer is more than welcome to come in for a re-selection with the store manager who will get him a discounted price as promised, but there is no store credit on record for this customer.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Misunderstanding on whose part? It appears to be misunderstanding on both ends because I initially wanted in store credit for amount warranty on furniture was. It is what it is ,I know what I wanted and manager misunderstood me. Store does not stand behind its products, at least not in my case. I purchased furniture which fell apart after 2 years, I am not buying next furniture from them, and they don't seem to go extra step for customer. I will be shopping elsewhere. After spending over 2 thousand dollars my furniture looks like this, is [redacted] dollars really unreasonable compensation? Thank u Revdex.com bureau for assistance and klopfenstain for responding.

Initial Business Response /* (1000, 5, 2016/12/23) */
As of 12/22/16 We have made arrangements with the customer,
The new cushion for her chair has been on order and the ETA for it is mid-late January.
The manufacturer has agreed to give a completely new corner unit in lieu of the chase which is...

what she is agreeable to.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Klopfenstein's response is only partially accurate. [redacted] received a call from Klopfenstein's manager, [redacted], on 12/22/16. [redacted] and [redacted] discussed and agreed to the following: a corner unit would be made to replace the one chaise; Klopfenstein would customize the corner unit by taking off one of the brackets; Klopfenstein would be responsible for removing the bracket and upholstering the corner unit in a professional manner, making the transformation as seamless to the eye as possible. It is our understanding that the corner unit is less in cost than the chaise being returned, so, because of this bracket removal and "fix" by Klopfenstein, no monies are to be deducted from the amount owed Klopfenstein by the [redacted], as discussed and agreed to by both parties. Also, no monies are to be paid by [redacted] for delivery, pick-up, etc.
Additionally, [redacted] informed [redacted] he would do nothing until such time as a negative Google review had been removed. The review is to be removed once [redacted] acknowledges in writing to [redacted] the above listed terms. This request was made of [redacted] in the telephone conversation and [redacted] had agreed to send written confirmation to [redacted]. To date, nothing has been received and the Google review remains on the web. Attached is an e-mail sent to Klopfenstein on 12/22/16 outlining the above mentioned phone conversation and agreed upon terms.
We, the [redacted], will be willing to accept the terms once we receive the written confirmation of the actual terms discussed and agreed to in our telephone conversation of 12/22/16. It is our fear that nothing will be done if we do not receive a written confirmation from Klopfenstein acknowledging the terms that were agreed upon in that phone conversation. Obviously, we wish to have this confirmation since the terms are a bit more than "The manufacturer has agreed to give a completely new corner unit in lieu of the chase which is what she is agreeable to." as stated above in their response to the Revdex.com.

Initial Business Response /* (1000, 5, 2017/10/12) */
We apologize for any misunderstanding.
The customer had spent quite awhile in the store picking out just the right set for his family. later the rest of the family came in and not liking the one picked originally, they chose a different set...

which he was advised would only the ends would have power and a manual pull for the middle recliner.

Initial Business Response /* (1000, 5, 2017/01/25) */
We are happy to advise you that the customers order has arrived in our warehouse and is ready to be delivered. She was contacted earlier today via phone and a voicemail was left to advise her to call us so we can get her scheduled.
Thank...

you
Initial Consumer Rebuttal /* (3000, 7, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It hasn't been delivered and so it was over a month past the delivery date as well as terrible customer service.
Final Consumer Response /* (4200, 11, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this was a terrible place to purchase furniture from. They did not correct anything.
Final Business Response /* (4000, 9, 2017/01/26) */
We have explained to the customer that an estimated time of arrival is not an exact time of arrival and many factors can play into the delay of a delivery. As soon as this was received into our distribution center we have reached out to the customer to confirm the furniture is now here and ready to be delivered. We are happy to deliver to the customer asap. All sales are final and no refunds are issued.

Do what you want. I hope it goes well for you. Our experience has been awful and we will not be a repeat customer here. Ever.
The piece we ordered was delivered damaged and set up wrong. I had to fix their mistakes and assemble it properly after their crew had left. Parts sent to replace the damaged ones have been my responsibility to install. Once I would understand but we're going on 3 times now. And the so-called manager turns it on me when I call him on this? "Its not that bad" he says. "Its just a drawer" he says. Well, he didn't put down the cash for this, I did. And I'm not getting what I paid for and I'm doing all the labor that their crew was paid, by us, to do. This has been going on for a month and its still not right.
Furthermore, this "manager" refused to give me his supervisor's name. What's he hiding? Oh, I know! His own dismal performance. The only person we've dealt with that shows any promise is the poor girl in service who is busting her tail and getting nowhere at all for her efforts. She's been great. Really. (She's the ONLY reason a higher rating than zero has been awarded.)
Again, do what you will. I truly hope your experience is better than ours has been.

First off my furniture was delivered 2 months later than was originally promised. I had problems with the love seat which is a rocker/recliner within hours of it being delivered. The one side clunked and made a metal on metal rubbing sound when rocked in. I paid extra money for what I thought was better furniture that had bushings between the moving parts. When I flipped it over I could see rubber spacers were missing and screws were cross threaded. When a service guy showed up he said it needed a new mechanism. So they ordered a new mechanism and replaced it. It started clunking the same night. I flipped it over and noticed the very same spacer bushing was missing on the new one. The service guy came back out and tried to use vice grips to bend the metal as a fix. It worked for about a hour before the clunking came back. The next time the service department decided they wanted to remove it from my home and "fix" it at the service center. They tell me it's done and to come look at it. I get there and they tell me they can't find anything wrong with it. I noticed they did replace the one obvious spacer that was missing. They wanted me to test it. I told them bending it out was something that would work for maybe a few hours and just testing it for 10 seconds would not tell me anything. I wanted a new piece of furniture because this one was obviously defective. I was told to take it home and if it started doing it again to call them. Sure enough within hours of having it home it did it again. Now the response I get is " well we picked it up and when you came to look at it you said it was fine". Now they tell me they would look at it but I need to bring it in there since they already picked it up once. I have had back surgery and don't own a truck so it's not a option. Remind you this furniture is still under factory warranty.