Midway's Furniture Warehouse & Showroom

Review: I bought a very expensive sectional in November 2015. It is now August 2016 & I still do not have this issue resolved. When the couch was delivered, on Saturday, December 12, 2015 it was missing the metal bracket that connects the chaise to the next piece of couch. The delivery guy stated he would tell someone at the office as soon as he gets back and could come back the next weekend to fix it. I got a phone call later that day from the delivery guy and he said he had forgotten to get me to sign a very important paper and asked if I could come by the office to sign it so I went to the office 2 days later to sign it for them. While there I asked about the bracket that was to be ordered but they did not know anything about it and said for me to call and speak to [redacted], the sales rep that I bought it from. So a day later I called and [redacted] stated she would order for me. I made numerous calls over the next 2 months to ask about it and no one knew anything. In February 2016, [redacted] called me and stated that they had received the bracket and we made arrangements for them to come install it the following Saturday. That Saturday morning, the manager called inquiring about the chair that was missing the bracket. He asked if it already had the holes in it for the bracket to be screwed in. I moved the sectional and tried to check and told him that it felt like the holes were there. He said that his delivery guys were new and running behind and he offered to mail it to me if I felt like I could put the bracket on myself so I told him that was fine that it could be mailed. After checking the mail daily and not receiving it, we ended up going to the store on May 30th, Memorial Day, to see why we have yet to get the piece. The lady working there (not the manager) said "Oh, I think the part is up there!". The manager then grabs the part from the top of a mail tray, ready to ship with a shipping label, & says "Here you go!". No apology, nothing. I asked if we could have someone look at one of the sectional pieces as the cushion inside began rolling up on itself and becoming deformed around February. He stated he would try to have a guy come look at it on the following Tuesday. I then expressed my terrible experience with this company & the manager, rather than apologizing, got very offended & was extremely rude. After letting him know we would contact the right people to take care of this he called us later that day & stated that they would just replace the entire chair piece and that it was in the warehouse so it should arrive very soon. We were pleased with this but cut to today, August 15 2016, & we have not received the replacement nor received even a phone call. I've never experienced something so unprofessional in my life. I've been in customer service all my life & this store is the worst I've even seen in every way. I've got all phone records of calls to the store if needed. Absolute nightmare.Desired Settlement: We would like for Midway Furniture to come retrieve the entire sectional and refund the $2,000.

Business

Response:

We are eager to resolve this issue. At this time we are attempting to contact Mr. [redacted] by phone and email.

Review: ON JUNE 16, 2016 WE ORDERED A [redacted] RECLINER AT MIDWAYS FURNITURE. WE PAID $370.00 ON A DEBIT CARD. ACROSS THE PHONE FOR THEM TO ORDER IT. [redacted] THE SALESMAN TOLD US THAT IT WOULD BE IN . IN 7-10 BUSINESS DAYS. HE NEVER GAVE US A CALL. I CALLED 6-29-16. HE WAS VERY DISRESPECTFUL AND DIDN'T WAN'T TO DISCUSS OUR FURNITURE IT WAS GOING TO TAKE ANOTHER 10 DAYS TO GET. WE HAD NO RECEIPT OF HIM ORDERING THE PRODUCT OR NOTHING. WE WOULD LIKE A REFUND ON THIS.Desired Settlement: WE WAN'T A REFUND. AND TO LET CONSUMERS KNOW ABOUT THIS TYPE OF BUSINESS.

Business

Response:

We apologize for the lengthy wait time regarding the recliner purchase made on Thursday the 16th of June. It is our policy not to guarantee an exact date when ordering furniture, however, we do offer an estimated time frame based on the average time it takes for the product to arrive from the manufacturer to our location. Once the product arrives at our location we then contact the customer to either schedule delivery or arrange for pick up. In this specific case we attempted to make clear to the customer the possibility of the recliner taking a few days longer than 7 to 10 business days. The customer requested a refund on Wed the 29th of June, approximately 9 business days following the initial purchase date. We apologized for any inconvenience and immediately fulfilled the refund request via our card processor. I have attached a copy of the full refund for $370 dated 6/29/2016 from our credit card processing company. Please let us know if there is anything else we can do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Bought a couch from them, set it up on a payment plan with [redacted]. Before I had made my second payment the couch broke they had us bring it back to them to fix it under warranty before Thanksgiving 2015. They never called us to let us know it was there was always having to contact them. We finally got tired of never getting called back so we went into the store to inquire about the repair. It was there, they half assed the repair and had flipped it upside down on the dirty concrete floor and had slid it up against a dirty lawnmower which messed the edges up on it. So my husband told them we are paying over 800.00 for this and I dont want with the damages so they agreed to order a recliner to replace it. I called them on either Jan.1 or 2 of 2016 because we still had not recieved it by this time it had been paid in full. Was told that the truck had broke down and that they was suppose to get it monday Jan. 4th 2016. My wife ask him on the phone if its not here by then can we get a refund because we have gone so long without it. The guy told her absolutely. She called back out there on Tuesday Jan.5th and they said that it was suppose to be in that day they would call us when it did. Never recieved a phone call so we loaded the other half of the couch up to take it down there to get a refund and he refused to do it. Said that from where we had done the 3 months same as cash that it was a high risk and told me he never said that we could get a refund which was a lie. He said that the other part of the recliner would be delivered today Jan. 6th. Just really upset that they have had our furniture since before Thanksgiving its been paid in full since December and still nothing other than half a recliner was told we could get a refund drove all the way down there which is over 30 mins away for them to tell me they cant do that. Wouldn't give me the owners phone number so that I could decuss the matter with him. Thats not how you should run a business. If you tell a customer something you need to stand by that and not give a run around.Desired Settlement: If they dont deliever what has already been paid for I want a refund on the whole thing because I only have half a couch. Its been right at 2 months with only half a couch

Business

Response:

We apologize for any inconvenience Mr. [redacted] has encountered

with the furniture purchase. The issue was brought to our attention and Mr.

[redacted] offered to return the section of the sofa for repair. After the repair

was made we notified Mr. [redacted] and he agreed to come and look at it to decide

if he was satisfied. After he viewed the repair he mentioned that the piece was

a bit too big for the space in his home. He asked if he could instead exchange

the repaired furniture for a smaller reclining end piece. The furniture that

was repaired is a reclining chaise lounge and the he expressed a desire to

instead go with the regular reclining end. I gladly agreed to this and informed

Mr. [redacted] that the new reclining end piece would need to be ordered and may

take a few weeks to arrive. At no time did we agree to refund the furniture. On

Tuesday January the 5th 2016 Mr. [redacted] stopped by our store claiming

that he was told he could get a refund. It is not our policy to refund an

upholstery purchase. We do honor the manufacturer’s warranty. This requires

either repairing or replacing the furniture if the issue is deemed to be a

defect. In this case we agreed to repair or replace the furniture. Mr. [redacted]

was informed of our policy and we delivered to him the end piece on the 5th

of January.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

That is such a lie but. The recliner was deliever on the 6th of January, so I am done with the company will not deal with them anymore "purchase" wise and I am letting everyone else know how things happened. If you look at the other complaints it seems to be round about the same kinds of issues midway just has a good way of trying to weasel out doing people wrong. I cant stand a liar and I know that karma always comes back around. Im done

Regards,

We went into store on February 6 2016 to look @ furniture. Not intending to purchase that day but the Sales Lady stated she could do a credit application and we would know on the following Monday. We really like the living room set so we completed the application. On Monday Feb 8 2016 the finance company called and we were approved. Spoke to Sales rep at Midway and she said she would order the furniture that day and we would have in about 2 weeks. Today Wednesday March 9th and my furniture still has not arrived. The gentleman at Midway informed me the loveseat came in but the sofa was scheduled for deliver this Friday but he would not guarantee that it would be there. He said it could be next week. It's been over a month and I'm going to be making my first payment before I even get my furniture. In my opinion this is pretty bad business. I have read several complaints regarding the same issue I am having.

Review: I purchased one of your mattresses from Midway Furniture Outlet on [redacted] I have spent almost 3 months trying to get things corrected. To just high light the past 3 months.... we had the wrong bed delivered 2 times this was the saleslady's problem, she kept ordering the wrong product. We had to sleep on the couch, I missed work because I could not walk. When the wrong beds where delivered the manager - [redacted] - threatened me with legal action if I did not sign for the wrong bed! And on the delivery of the second incorrect bed - [redacted] - wanted me to bring the first it back to his store ! It's a KING !! The saleslady - [redacted] - ended up cursing me when my partner and I ask her why her answers where always changing about the bed, pricing, financing, and delivery. To say these people are less than professional is a sad understatement. We where told the finance charge was $40 . That was fine. But we where charged $80. When we asked [redacted] he became agitated and said that was the terms I " basically Agreed too" he could not give me an answer why the difference. I signed the papers because I am just exhausted with this whole process. This started in August of 2014. I asked who the owner was and [redacted] said "it's basically me " and [redacted] said, "It's me! " as she stormed off and flipped me off.Desired Settlement: At this point I am so upset and stunned. I have NEVER in my life been treated or talked to like this !!! I don't know what to do about this.

Business

Response:

The customer was taken upstairs and showed a king visco heir memory foam mattress that we had in stock. They decided to purchase that mattress and [redacted] wrote them up and submitted their application to [redacted] for credit approval. We delivered the mattress that they were showed, but after delivery they called and said they thought they were getting the visco crown, which we did not have in stock. The customer was told that they could use that mattress and we would order the other mattress in for them. Even though the crown is a more expensive mattress [redacted] decided to just let them have the crown at no addtional charge. Since this was suppose to be a short term issue [redacted] told them that they did not need to sign the lease agreement at this time and that they could sign it when we swapped out the mattress (Memory foam mattresses take 3 to 5 days to come in). Shortly after getting the new mattress in, [redacted] and [redacted] tried calling the customer on multiple occasion to setup a date for us to swap out the mattress. This went on for weeks with the customer never contacting us back. To us it seemed as though we were being avoided since they had an expensive mattress in their pocession and we had no money nor a signed contract. After many attempts at calling their home number we then called her at her work number in case there was an issue with their home line. Only after reaching her at work did she decide to come in to the store to talk to [redacted]. Once they finally came to the store and talked to [redacted], then they decided they would just rather keep the mattress that has been in their house this whole time but they wanted it cheaper. [redacted] agreed to just drop the price to just be done with this sale. After the lease was finally signed then they asked if they could swap out the box springs for low profile box springs. At this point with us dropping the price a couple hundred dollars and paying the high finance fees [redacted] charge us for high risk credit financing we no longer were making any money on this transaction. They were told that if they brought the box springs back and they were in like new condition then we would swap them out for the low profile ones. The customers agreed that was reasonable and they left. We assumed the customer was happy and we were glad to be done with this transaction. At no point was the customer cursed at nor was there ever a threat of legal action. Initially the customers were pleasant to deal with but after we had to reach her through her work number then the customers were very hard to work with and continuously used vulgar language. [redacted] refused to work with them anymore since they were so disrespectful of her and [redacted] handled all further conversations. [redacted] did let emotion get the better of her when she over heard them talking to [redacted] about her and she did say rather loudly "Its me" as she left the room. At no time did she flip off the customer that I could see from our surveillance video. The customers never paid the $40 [redacted] finance charge and instead we just ate that charge to be done with the sale. When the customers came in to sign the [redacted] lease they were informed that they had to pay the $40 down that it could not be financed. They claimed that they had already made the payment with a credit card. When [redacted] started checking our credit processors website (all of our credit card transactions can be pulled up online) then the customers said that they paid cash already instead. We saw no receipt in the computer ever being done for a cash payment. Once again rather then prolong this transaction we ate that fee ourselves. We have basicly done everything the customer asked and agreed to all their terms so that in the end we were lucky to break even on this sale. We have honored and exceeded every aspect of this sell and at this point we are unable to accommodate any further modifications at our expense.

Review: I purchased a bedroom suite in May 2014. Picked the items up and once I got home and opened the dresser the dresser was broken and the drawers didn't fit properly. The item was still boxed and never inspected before I took it home. Called and spoke to [redacted]. He ordered a 2nd dresser. He never called to tell me the dresser had arrived so once I called I took the 1st dresser back and the 2nd dresser which he said had been fully inspected was as bad as the 1st. He admitted that once he got the 2nd dresser outside it looked worse. Took the dresser back home while he ordered a 3 rd one. Once again never got a call telling me it was in. Called and he said it was in and that for the inconvience they would deliver the 3rd one which I had already told him that he would need to do. The dresser was suppose to be delivered 7/5/2014 between 930 and 1000 a.m, I was guaranteed to be the 1st delivery. The dresser never showed up. I called and spoke to [redacted] and was told they forgot to deliver the dresser and it was still at the warehouse. I asked to speak to someone higher and he said that the only other person I could speak to would be the owner and he refused to speak to me. This has been going on for 2 months and I am still left with a defective product for day one and no resolution and very poor customer service.Desired Settlement: I want a dresser that is in perfect condition which is what I paid for and I would like a all from [redacted]'s boss to see why he isn't willing to stand by his companies policies.

Business

Response:

We regret that Mrs [redacted] has had complications with her

furniture purchase but occasionally damages do occur. Typically we will leave items factory boxed

since they are better protected for transport so we have no idea of the state

of the first dresser before it left our store.

The 1st replacement dresser arrived at midway and was

inspected by [redacted] and appeared to be in good condition. The [redacted]s inspected

the dresser but felt that dresser was still not to their standard so [redacted]

offered to order them another dresser and agreed that we would deliver the next

replacement dresser to their house as a courtesy at no expense to the [redacted]s.

The last dresser has been delivered and we were under the impression that they

were happy with the product until we received this letter from the Revdex.com. [redacted]

called on 07/12/2014 to make sure that they were satisfied with everything but

was told that they were on vacation and have yet to even look at the dresser.

As far as calling the customers to let them know that the

dresser was here, it’s unclear whether that was done or not. The salespeople do very well on calling

customers when items arrive but time frames will vary on when they will make

the call. We are a smaller operation so each employee has multiple tasks they

are responsible for so when we are busy then it can take a few days to a week

for shipments to be received in our system with a call sheet generated to call

customers waiting on items. If a customer calls in then the salespeople have

the ability to pull up Invoices on the manufactures website where they can look

for tags on items which allows them the ability to give customers estimated

ship dates as well as if the items have arrived at Midway (even if our internal

system hasn’t been updated yet). I assume this was what happened with the

[redacted] since we have been very busy this year and are having trouble keeping

up with demand.

In regards to the delivery not making it to their house as

initially scheduled, that was completely our fault and were unsure what

happened. The best we can figure is that

somehow the shipping ticket fell off of the delivery board for that day so by

the time the [redacted] called to inquire on their delivery, our truck was in

Kingsport on what they thought was the first delivery and was unable to come

back to the store and make it to the [redacted]s house in the amount of time that

they needed.

[redacted] is the store manager at Midway Furniture and is solely

responsible for the day to day operations of the store. I handle the back in

work for a couple businesses plus several commercial and residential rental properties.

For me to get involved in this transaction would not help the situation any and

would most likely only hinder the resolution process. [redacted] Rolling has full

authority at Midway Furniture and I felt that he handled the situation as well

as anyone could have. He has continued to work with the [redacted]s, has ordered 2

replacement dressers, and given them free delivery. We apologize for the

dresser coming in damaged but unfortunately that is out of our control and we

dislike damages as much as the customer. There were some errors on our part

that we regret happened for whatever reason. We try to make sure all our

customers are happy and will continue to work with the [redacted]s to ensure they

get what they wanted.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. First of all most of everything listed in the response are all false. The 1st dresser was completely boxed up and was never checked. The 2nd one was worse than the 1st and [redacted] also admitted he didn't notice until he looked at it outside which means once again it wasn't inspected as it should have been. The 3rd one was delivered along with 2 pillows that were given to us one For your reference, details of the offer of which was stained and even the delivery driver was in shock that he would send something out like that. I am on vacation until Monday and once I get home I will check the 3rd dresser and see what kind of shape it is in. As a supervisor for 20 years I'm still in shock at how this has been handled. They act as though they are doing me a favor when in fact I'm only asking for what I paid for!

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I have already rejected this once and still haven't heard anything.

Regards,

Business

Response:

On 07/12/2014 I called and spoke with Mr. [redacted] concerning the third dresser. I was told by Mr. [redacted] the dresser seemed to be fine, but he would inspect it further once they return home from vacation. I assured Mr. [redacted] that I would call again once they have returned home. I attempted to call on 07/19/2014 and left a voicemail. I have not heard back from the [redacted]'s since this date. We regret the fact that two dressers were shipped to us with damage. We also apologize for the confusion on our delivery time and take full responsibility for our mistake. We delivered the third dresser the following morning within the agreed time frame. I have not heard anything back from the [redacted]'s concerning the third dresser. I hope this means the dresser is satisfactory. If not I am more than happy to order another.

Sincerely,

[redacted] Rollins

Midway Furniture

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After inspecting closer there are still issues with the third dresser but at this point I am done with trying to get this resolved the problems with this dresser are not as sevier as the last two so I am just going to keep this one. And I would like to know when they will have two of the pillows that [redacted] said he would give us to replace the one that was stained when he sent it to me and I will not use the other one he sent because it was not new and in the plastic which was unacceptable! And after I receive the pillows I will just not shop at Midway furniture again!