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Mall Furniture

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Mall Furniture Reviews (1)

Review: On 4-15-2013 we purchased a couch, rocker recliner, and love seat from Mall Furniture. The furniture was delivered on 4-18-2013 Before purchasing I asked the salesman what the return policy was and he said "they will take care of you however you choose" and not to worry. Within 20 days of receiving our furniture we had contacted them several times to make them aware that the rocker recliner cushioning was completely flat as well as severe breakdown on the couch (we never sat in the loveseat yet) I could not get anyone to call me back or respond. I was able to get a hold of someone on a later date and they sent a repair/service man named Frank out to my house to look at it because they said they were sure I was exaggerating. After he looked at it and agreed that it was in terrible condition I asked for my money back. The couch, rocker recliner and loveseat cost 2976.94 with an additional cost of 231.29 on the rocker recliner as well as 115.00 for fabric treatment. I told them that because it took so long for them to respond and the lack or willingness to help I wanted my money back in full so I could take my business elsewhere. They refused to give me my money back. I asked them where it was stated that they did not have a money back option and the owner Angie Lang told me it was common sense. I looked on all of my receipts/invoices from them and nothing is stated. As a matter of fact they do have on the bottom of the invoice that SPECIAL ORDERS REQUIRE A NON-REFUNDABLE 25% DEPOSIT. 25% RESTOCKING FEE FOR RETURNS AND CANCELLATIONS. (our set was purchased off of the floor. No special orders. It also states REFUNDS OF 50.00 OR MORE WILL BE MAILED FROM OUR HOME OFFICE. I called SEVERAL times and could not get answeres then on 6/11/2013 I received a phone call from delivery drivers to exchange our furniture for the same set. I was very upset because I do not want to deal with this company anymore. I did however agree and I called to see if they would retreat the fabric because we did pay for that originally and they said no and that I could not receive my money back for it either. That is 115.00 that they would not honor. I went to another local furniture store that had the same set and that salesman told me that Leather should not be treated! I called on 7-14-2013, 7-17-2013 7-18-2013,7-22-2013,7-25-2013, and left messages. I did call several more times as well as send email I heard back from them on 8/5/2013 when they said they would call back shortly to set up a time for the delivery. Then they called back on 8/15/2013 and said if I wanted to I could come and pick up the new set. I told them that I had no way to haul it and could not lift it. We did not receive another set until 8/20/2013 that is 4 months after the first contact was attempted by me. In the mean time I had to sit in a chair with no back support and "deal with it" because they would not contact me or "take care of me" as they said they would. We received our new set on 8/20/2013. I called them immediately to let them know that there was a tear in the leather on the loveseat, the mechanics on the rocker recliner are not working properly, the leg rest on the loveseat if wobbly. I did not hear back from them until 9-10-2013 and at that point the said they would send Frank out to replace the piece but would not have time to take care of the rest. It is 12-31-2013 and we still have not heard anything back from them. At this point the rocker recliner is completely broke down again as well as the loveseat. The loveseat leg rest had a long woodscrew holding it on that they put in (should be a metal screw and half the size) I have attempted to reach them several more times and they will not contact me back. We paid 3,323.23 for our very first set of new furniture on 4-15-2013 and now on 12-31-2013 I am still trying to get my money back or at the very least new furniture.Desired Settlement: I want my money back in full. After almost a full year of terrible customer service, stress and tears I do not want to ever deal with this company again. We want a full refund of 3,323.23 so that we can go somewhere else and purchase furniture.

Business

Response:

In regard to the complaint with ID [redacted]. The [redacted] family purchased furniture from us in April of 2013 and was not satisfied with the way the furniture was wearing. We then sent a service man to there home and he said that it was wearing faster then expected. At that point we ordered them in an entire new set of furniture. The furniture set did take a few months to arrive at our store as we had ordered them a brand new set from the factory so they would not get another set that would have been made at the same time as there first set. Since there new set was delivered our service man has been out there and we figured that all of there problems were addressed. If there are more problems we would be happy to take care of them. We were surprised to recieve this letter and hope we can get this resolved.

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Description: Furniture - Retail

Address: 113 W. 9th St, Marshfield, Wisconsin, United States, 54449

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+1 (715) 359-0110
+1 (715) 389-2027


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