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Muenchen's Furniture, LLC

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Reviews Muenchen's Furniture, LLC

Muenchen's Furniture, LLC Reviews (16)

At any time of the initial sale Ms. [redacted] could have voided her order. Customer's have up to 3 days to cancel any order submitted. Ms. [redacted] is scheduled for delivery on Saturday 4-18-2015.Thank you, [redacted]

Hi [redacted], thank you for bringing this to our attention. We apologize for your troubles and understand your frustration. We are actively seeking information regarding your situation. Our Customer Care Coordinator contacted [redacted], the warranty company for your extended warranty, on 2/3/2017...

and provided them with all the necessary details they would need to evaluate your case. At this time, we are waiting on [redacted] to approve your claim and provide us with the next steps to take. We will continue to monitor your claim to ensure the best possible service is provided. Please do not hesitate to contact us with any questions. Thank you very much.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information presented in the response was inaccurate and fabricated to minimize the horrible customer service experience I have received and continue to receive.  Please see my detailed responses in red to this response."As stated in the initial complaint sales associate [redacted] was helpful, informative and accommodating as stated by Ms. [redacted]. Sales associate [redacted] quoted Ms. [redacted] the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April 23. (This is inaccurate.  The sales associate [redacted] mentioned it AFTER paying in full that it would take 4-6 weeks, and the date listed on the paperwork is an automated date and will not take that long.)  Ms. [redacted] paid for her order and acknowledged the estimated time period by signing her filed document . At which time she could have cancelled her order or picked an item we had in stock. As policy we have 3 days to cancel all orders as stated on the customers receipt envelope and on our web site. (Besides being printed, this was never explained to me during the sales process.)  As we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her order. (See previous comment.) Some furniture does come in earlier as we notify all customers as stated by sales associate [redacted]. During the estimated furniture time period Ms. [redacted] called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate [redacted] as he had suggested. (See all previous comments.) Ms. [redacted] called to check the status of her order several times and our staff would give her the updated information as we received it. (After almost two full weeks after placing the order, I still have yet to receive any communication from Muenchen's Furniture as to the status of my order.  When I originally reached out, [redacted] did not have any information to provide to me, which is a problem as a customer.  She was then suppose to follow-up with me and never did.  When I called back (when [redacted] was suppose to call me back, as she stated on original phone call), I spoke with [redacted], and the exact conversation occurred where she was unable to provide me, the customer, any information regarding the status of my order.  [redacted] assured me she would follow-up with me on the phone by "X" date, and each time she did not.   I called thereafter to receive the information I was originally seeking.  Over the various calls, Muenchen's Furniture was unable to provide me with the information I expected as a customer.) There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factory. Normal is 30 days in process until factory completion, then to shipping. April 2nd Ms. [redacted] decided to call and check the status of her once again as stated. Office administrator [redacted] gave Ms. [redacted] the updated information that we had received and let her know it was now in transit. Ms. [redacted] asked to speak to the manager.  Store manager [redacted] called and talked to Ms. [redacted] and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee . She said that would be fine and she would like to keep her order. (That's inaccurate as well, as the manager stated there is no way he could refund my order.)  Ms [redacted] followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18th. Her delivery was made on Saturday April 18th.  On Mon April 20th we left Ms. [redacted] a courtesy follow up call. (Also inaccurate.  I left [redacted] a voicemail on Tuesday, April 21st and have yet to receive a call back.  The sales manager, [redacted], also left me a voicemail.) No response has been given. We can not give Ms. [redacted] a 10-15% refund for her order as requested. However, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale . "       
Regards,
[redacted]

[redacted], Once again we apologize for your troubles and understand your frustration. At this point, it appears [redacted], the warranty company has denied your claim due to normal wear and tear. We strive to do everything we can to assist if ever a situation such as this occurs. We offer a one-year in house warranty on all new merchandise which includes one free service/technician labor appointment, and from reviewing our records we have provided you with two. We are still offering to assist you by allowing you a monetary reimbursement prorated for the amount of time you've owned your furniture. The amount is based off the original value of your merchandise. At this time, we are unable to provide you with any additional reimbursement, although we are more than willing to assist you in selecting new merchandise. If you would like move forward with your prorated credit, please contact our General Manager, Jeff R. at ###-###-####. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  A representative of Muenchens contacted my wife and offered a prorated store credit prior to us receiving the report from the warranty company which we found was to low.  We then received information from the warranty company that the issues with the furniture were normal wear and tear and that they would not be repairing the furniture.  This is totally unacceptable.  I don't understand how 2 mechanism failures on the loveseat and one on the sofa in 3 years can be normal wear and tear, especially since the loveseat is a power recline love seat.  Also, the structural failure on the love seat cannot be considered normal wear and tear as well as the fabric deterioration and the seam separation.  For us to have paid extra for the extended warranty and then have the company say they are not going to fix it is ridiculous.  Per the attached [redacted] MFG Warranty, the mechanisms have a LIFETIME warranty, the power mechanisms have a 3 year warranty, which the initial most recent complaint was filed within the 3 year warranty period and had already been replace once before (September 2016) for replacement, the frame the springs frame and parts have a 5 year warranty, which we are still covered for. We expect [redacted], Muenchens and the warranty company to do the right thing here.  We are hesitant to accept a store credit based on the experience we have had with this furniture.  We feel we may be in form ore of the same if we use the store credit and pay the difference for what we have in mind.  Our trust in this company is very low, and we feel like we are being taken advantage of.  We are willing to continue negotiations with Muenchens and may be willing to accept a larger store credit. 
Regards,
[redacted]

Dear [redacted],
I received
your letter in regards to ID# [redacted], in which the complaint involved a
product issue.  The customer originally
purchased a Floor Sample sold “As-Is” sofa (Manufacture: [redacted]) from us on
8/27/11 and picked it up on 8/30/11, in which they signed a...

waiver releasing
Muenchens Furniture responsible for any damage that occurs to their merchandise
during transit.  This waiver also gave
the number to call in regards to the manufacturer’s warranty.   We
ended up replacing that sofa for them as the customer claimed it was defective
on 12/21/11 which is against our policy for Floor Sample merchandise.  The customer reselected from the original sofa
to a different sofa (Manufacture: [redacted]). 
The cost of the new sofa was $300.00 more than the original sofa, they
did purchase the extended 5yr warranty ([redacted]) for an
additional $109.00.  Customer was given
[redacted] warranty paperwork on 12/21/11 when the sofa was
replaced.  We received an email from the
“Contact Us” page on our website that the customer posted on 1/1/15 and reached
out to them in regards to their complaint. 
The customer did call back and explained that the cushions on the sofa
were flattening and that the sofa feels very uncomfortable we explained to the
customer that the flattening of cushions is not covered under the manufactures
warranty.  Customer called back on
1/12/15 in regards to their sofa, we explained to the customer again that the
cushions flattening are considered normal wear and tear and that the 1yr
manufacture warranty elapsed on 12/21/12. 
Customer did mention that they purchased the extended warranty; we went
on to explain that [redacted] would not address the issue of
cushions flattening as they also consider it normal wear and tear.  We did ask the customer if there were any
other issues with the sofa and they stated that it makes a noise when they use
the recliner.  We went on to tell the
customer that they could call [redacted] in regards to the
noise on the recliner and that they could mention to them about the cushions,
but advised them that it would not be covered. 
Our policies
and guarantees are printed on our envelope that the customer receives at time
of purchase with a copy of their order. 
We have included our 1-year guarantee and return, exchanges, and refunds
policy in the attachment.  We have also included the
Manufactures ([redacted]) warranty information.
1-Year
Guarantee – Muenchen’s Furniture stands behind all of our products and will
give you a one year service warranty against manufacture defects.  This warranty includes a one-time free
service call if needed to repair and fix any manufacture defect.  Charges will apply if a second service call
is needed. 
Returns,
exchanges & refunds – An Exchange or Return must be accompanied by you
receipt.  Exchanges can be made for stock
item only.  Returns must be within 7 days
and merchandise in original condition. 
Clearance
Center – Clearance Center merchandise, as-is merchandise, floor samples cannot
be refunded or reselected.
[redacted]
Furniture – Warranty Information
Cushioning –
1 year limited warranty
All seat
cushion cores will soften with normal use and will conform to the shape of the
user.  This shall be considered normal
wear, and shall not be considered a loss of resiliency or a material
manufacturing defect.
Please let me know if there is anything further you need from me and I will happily assist you.  
Sincerely,
[redacted]
Muenchens
Furniture
Customer
Service Coordinator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from the manager does not address my initial complaint, which clearly stated that the verbal sales experience was not representative of the written agreement.  The issues with my order did not come to light within the first three days of my purchase.  Additionally, at no point was I given the option to cancel my oder within three days.   Although they have plans to deliver my product tomorrow, Saturday, April 18, 2015, that does not change the extremely poor customer service experience I received and continue to receive, which prompted the Revdex.com complaint.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The resolution has not been completed yet, but look forward to the close of this issue. 
Regards,
[redacted]

Good Afternoon Ms. [redacted] and Revdex.com,At Muenchens Furniture we value Ms. [redacted] business and strive to make her home furnishings purchase a pleasant experience. On March 8, 2015 Ms. [redacted] purchased a sectional in a configuration that needed to be special ordered from the manufacture. This...

is normally a process of taking 6-8 weeks to provide. That information is printed at the bottom of every invoice and is also printed on the outside of every envelope provided with each order.  Ms. [redacted] was informed of that time frame at the time of purchase.  1 week and 3 days after placing her order on March 18 Ms. [redacted] called to check the status of her sectional and Ms. [redacted] was informed it was in process and it would be mid-late April for her sectional. 1 week and 5 days after placing her order on March 20 Ms. [redacted] called to check the status of her order and Ms. [redacted] was informed that it was in process and estimated to ship March 25 from the manufacture and would be estimated to ship to us in 7-10 days . 2 weeks and 5 days after placing her order on March 27  Ms. [redacted] called to check the status of her order and was informed it was in process and estimated to ship on March 30 from the manufacture and would be estimated to ship to us in 7-10 days. 2 weeks and 6 days Ms. [redacted] called to check the status of her order and was informed on the weekends the factory is closed. 3 weeks and 4 days on April 2 Ms. [redacted] called to check the status of her order and was informed her sectional was loaded and estimated to ship on March 30 and it would take an estimated 7-10 days to receive it from the shipping company. Ms. [redacted] wanted to speak to the manager. I called and talked to Ms. [redacted] and she had explained her concern for her order as stated in her post. I apologized to Ms. [redacted] for the experience she has felt she has been given and I explained to Ms. [redacted] that it is normal when special ordering furniture to take the estimated time frame of 6-8 weeks as quoted at the time of sale. I also explained to her that we are right on schedule with her sectional in the configuration that she needs. I also explained to her that there are three suppliers that are making her sectional just the way she wants it and it is a timely process. She expressed her disappointment in the experience she has been provided and wanted to know her options. I had explained that we can not cancel special order products only stocked items. However, I would refund her delivery charge for her disappointment. She told me she would take the refund of the delivery charge and would be reporting a complaint with the Revdex.com. I have refunded her delivery charge and sent her a copy of her receipt. We can not issue a refund of 15-20 % as requested. However we will issue an additional 7% off her special order sectional if her furniture does not arrive by the estimated time period of April 24, 2015 as quoted on her purchased date of March 8, 2015.  I have attached a signed copy of her receipt with the estimated delivery date stating April 24, 2015. Please note at the bottom of each page it states to please allow up to 6 - 12 weeks for orders to arrive, 25% fee will be charged for returned merchandise.  Thank you,[redacted] [redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
I apologize for the delay in responding to Muenchens comments.  The only choices were to accept or reject, and neither of those were an option.  We are not happy with their resolution and we feel we are being pressured to accept their only options.  They are offering a store credit and we are reluctant to accept more furniture from them with the same problems.  I don’t understand why they won’t make some of the repairs that are clearly warranted by the manufacturer like the reclining mechanism that has a lifetime warranty. ( the manual one is guaranteed for life by [redacted]. )  I will send my wife in to review additional options since it seems that a partial store credit is our only option.  I am truly disappointed by this whole process.  Please be sure that the post on your website states that their was no satisfactory resolution to this situation, and that we were forced to accept the partial credit or nothing at all.  If they would fix the furniture, that would be acceptable to us. Sincerely[redacted]

Mr. [redacted], I am so sorry about the problems you have had with your mattress purchase. Your upgraded re-selected mattress purchase from 5/19 is due in on Wednesday 6/17-Thursday 6/18. We value you as a customer and for your patience in resolving your mattress issues we would like...

to offer you 20% off your upgraded mattress selection. This would make your purchase an even exchange or we will issue a full return of your mattress purchase.  Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] They are not being truthful. I was told that we would get one when they came in and was never told while supplies last. I was even told we could get a store credit. We were not told anything about a stupid gift card raffle. They should not send out stuff like this and then screw people out of it because they are not spending more money in the store. It seems too many people came in and they don't want to fulfill there promise. This is bad business and I will make sure to tell everyone I talk to to not shop there.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The complaint I filed stated that the verbal sales presentation was not an accurate description of the agreement.  While I did sign all of those forms, it wasn't until after my payment was rendered.  The salesman said that the date at the top of the page is an auto-generated date and did not reflect the true length of time.  Additionally, he said that the sectional I was ordering was NOT a customized order as the model is designed to allow customers to pick and choose pieces.  Lastly, the response made by Muenchen's made it sound like their customer service representatives gave me detailed information on what I could expect from my order.  That is not an accurate depiction of the conversations.  In each of the conversations, [redacted] and [redacted] would end the call by saying they would find out more information and get back with me on "X" date, and they NEVER followed through with that call.  Each time I had to initiate the follow-up.
Regards,
[redacted]

We understand your frustration and are doing everything we can to assist in the warranty claims process. There is currently an open claim for you that is being reviewed by the warranty company and they will provide the next steps in the claim process as soon as they evaluate your submission and come to a conclusion. We have since spoken regarding your claim and have further assisted in explaining how the process works, and assisted you in researching the claim status online through the warranty company's website. Our General Manager has been in direct contact and explained all of the options that are available to you. Please contact us directly at your earliest convenience if any further assistance is needed.

Mr. [redacted],
Thank you very much for reaching out to the Revdex.com
to voice your concern regarding our Free Hall Tree promotion. Pursuant to the coupon
sent out; the coupon is attached for reference; the hall trees were one per household,
WHILE SUPPLIES LAST. Once we ran out
of...

hall trees we gave everyone that brought in the coupon the opportunity to
register to win a gift card to a local restaurant. Your wife filled out the
register to win form; which we made very clear did not guarantee her a hall
tree. We did not tell anyone we would guarantee them a hall tree once we ran
out; as we had over 500 coupons redeemed (300 for hall trees and 200 as part of
the register to win). We wiped two manufacturers out of hall trees; and, we cannot
get anymore. We did everything we could to service our customers for this
promotion and we are very sorry you came to redeem your hall tree coupon after all
supplies were given out. As for your comment about the owner; Steve Muenchen,
did not have any interaction with any customers regarding the hall tree
promotion; he went above and beyond to get as many hall trees as possible. We
are very sorry to hear you had a negative experience with a member of our team,
it is our goal to treat every customer is a positive and professional manner.   
Thank you,
Muenchens Furniture Management.

I am sorry Ms. [redacted] feels like she has been given poor customer service. As we value her as a customer and continue to strive and make every purchase at Muenchens Furniture a pleasant experience with exceptional customer service. We continue to educate our sales staff and encourage them to ask all questions and concerns from the customer's at the time of sale. Manufacturing of furniture takes some time to be produced and shipped. We are educating customers with informative information of policy's and procedures on our receipt envelopes and on our web site at [redacted] *    As stated in the initial complaint sales associate [redacted] was helpful, informative and accommodating as stated by Ms. [redacted]. Sales associate [redacted] quoted Ms. [redacted] the appropriate estimated time period for her home furnishings purchase on her written receipt at the time of sale estimated for April 23. Ms. [redacted] paid for her order and acknowledged the estimated time period by signing her filed document . At which time she could have cancelled her order or picked an item we had in stock. As policy we have 3 days to cancel all orders as stated on the customers receipt envelope and on our web site. As we know some things come up colors not matching, furniture doesn't fit etc.. This was never discussed during her purchase as she was fine with placing her order. Some furniture does come in earlier as we notify all customers as stated by sales associate [redacted]. During the estimated furniture time period Ms. [redacted] called several times checking the status of her order excited and anticipating an earlier delivery time other than initially quoted time at the time of sale by sale associate [redacted] as he had suggested. Ms. [redacted] called to check the status of her order several times and our staff would give her the updated information as we received it. There was never any new information as he furniture order was in the process status. We document and monitor phone calls and update customers on the status of there orders as we receive updates from the factory. Normal is 30 days in process until factory completion, then to shipping. April 2nd Ms. [redacted] decided to call and check the status of her once again as stated. Office administrator [redacted] gave Ms. [redacted] the updated information that we had received and let her know it was now in transit. Ms. [redacted] asked to speak to the manager.  Store manager [redacted] called and talked to Ms. [redacted] and could tell she was frustrated with her purchase experience. She anticipated her order coming in sooner and wanted to know why she was not being updated in a timely fashion. After talking with her and listening to her concerns I let her know her order was in transit and she should expect it in the estimated time that was quoted by her sales associate. As a courtesy we offered her a refund for her delivery fee . She said that would be fine and she would like to keep her order. Ms [redacted] followed up with her order several times during transit through e-mail and was given up to date information as we received it. Once her receiving date was given , she scheduled her furniture order to be delivered on Saturday April 18th. Her delivery was made on Saturday April 18th.  On Mon April 20th we left Ms. [redacted] a courtesy follow up call. No response has been given. We can not give Ms. [redacted] a 10-15% refund for her order as requested. However, she has been given a refund to her delivery fee and has received her order in the time period given at the time of sale .

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