Penny Mustard

We recently had a wonderful experience with Dolly at the Vernon Hills location. She was everything you want in a salesperson, knowledgeable, pleasant, helpful and not pushy.

We purchased a Smith Brothers Motorized Recliner Chair from your Schaumburg location. The chair worked well until we had a power outage during tornado warnings. Since I am handicapped, I could not exit the chair. There was no battery backup on the chair. The store manager told us to contact Montage, the warranty company. After one month a tech showed up telling us the store forgot to provide the chair with a backup. Customer service, Kenny, at the Schaumburg store told me there is no backup available. How can Penny Mustard even sell a chair where a handicapped person can get trapped in the chair during a power outage? The tech from Montage told me a battery back-up is available despite what your store told us. I would not recommend Penny Mustard to any of my friends nor neighbors due to your poor Customer service Experience. Please research this problem.

Penny Mustard is the most racist, stereotyping store and staff (Ann Schraufnagel) that I have ever had the horrible experience of coming in contact with in my life. I visited this store to purchase a 16k bedroom set. The sales person questioned me twice about my ability to afford the bedroom set. Ann then tells me she needs 25% down to order the bedroom set for ME, I later find out that this is not the case, the store requires the sales tax to be paid on custom orders along with approval for a credit deal. Then when I asked for a color sample to take home and return she wanted to charge me 19.99 and told me it was a wine holder. So when you spend 16k and want to confirm the color you have to purchase a board with a hole it for 19.99. Oh, I forgot to explain, I showed up in dirty sweat pants and shirt. Clearly she stereotyped me because the next day when I returned she didn't recognize me and told me a completely different story. I'm pretty sure if I were black she would have called the cops on me. Don't waste your money with this type of store, just boycott them from any future sales.

https://www.facebook.com/Penny-Mustard-Furnishings-Sucks-102231365753806/

We just got our new furniture less than a month ago and so far they have come out on 2 different occasions to check and fix one of my chairs and now tomorrow there coming out to remove one side of my couch to take in and see what they can do to repair it because the cushion is already breaking down so I am only going to have half of a couch! I would never buy from this company again Half of a couch! Come on! They need to replace it and until then I should still have a full couch. Oh did I mention it is only a two seater couch! Pissed Off To The Max With Them!

03/03/Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI Re customer complaint: [redacted] , part twoAt Penny Mustard Furnishings we take our products, quality and service very seriously We are very sorry for the problems that the customer has experienced with his order and have tried in good faith to take care of the customer in a honest and responsible wayAs we explained in our letter to the Revdex.com of Wisconsin and subsequently the customer dated 02/05/2016, Penny Mustard Furnishings has tried in good faith to take care of this customer “After multiple conversations and emails with Mr [redacted] , Friday, 02/19/at 10:am, the owners of Penny Mustard Furnishings received an email from the customer providing us with multiple options for how he would like us to resolve the situationIn this email Mr [redacted] stated “We’ve come up with the following non-negotiable Options Options are listed in order of preference.” We evaluated the three “non-negotiable” options the customer sent to us and decided on the second option “Non-negotiable” option two requested us to return the items that the customer was not satisfied with waving all restocking fees, provide him with a 15% discount on the remaining item along with free delivery, a discounted year service plan and Penny Mustard would absorb the sales tax on the item he was keepingAfter discussion, the owners of Penny Mustard Furnishings contacted Mr [redacted] Friday, 02/19/2016, and let him know that we were picking his second option with one exception, the discount on the piece the customer was keeping would be increased from the amount asked for of 15% to a 25% discount Let the record to show that when asked how he wanted us to resolve this, it was the customer who provided us with detailed options in order of preference for what he wanted us to do and we selected the second option he provided to us We then increased the discount the customer wanted to more than he had requested“- Letter dated 02/25/At the time of the resolution [redacted] ***, Owner of Penny Mustard personally explained to the customer that just like the processing of a credit to a credit card, it takes a few business days for the credit to make it through the processing channels to show up on your account but the credit would be processed correctly and taken care of as promised [redacted] explained to the customer that he might be contacted by Wells Fargo with an incorrect credit total but that was only an automated contact based on the original number and the adjustment would take a few days to go throughOn Friday, 02/26/at 3:pm, The Owners of Penny Mustard Furnishing received an email from the customer saying that his wife had just been contacted by the credit issuing company to validate the amount financed As expected and explained previously the amount asked to be validated was the incorrect numberOn Friday, 02/26/at 3:pm, The Owners of Penny Mustard Furnishings replied to the email of concern from the customer again explaining the situation and instructed them to disregard the communicationOn Monday, 02/29/at 9:am, the owners of Penny Mustard Furnishings were again contacted by the customer after receiving a statement from the credit issuing company showing the incorrect balanceOn Monday, 02/29/at 11:am, the customer received a reply from the owners of Penny Mustard saying “That, like the phone call last week is all automated and the new adjustment has not caught up, but it will.” On Wednesday, 03/02/at 12:pm, we were again contacted by Revdex.com of Wisconsin in regards to this matter as the customer had now revised the complaint to basically include their frustration with the credit issuing institutions time it was taking to update and process their adjusted financing amount even though things were progressing exactly as it has been communicated to the customer prior to the transaction adjustmentOn Wednesday, 03/02/in-between the time of 12:and 2:pm, a representative of Penny Mustard Furnishings contacted the credit issuing company and validated that the customer’s account reflected the correct and agreed to amount reflecting a credit for all items returned and the price adjustment for the item kept all as dictated to Penny Mustard Furnishings in the customers “non-negotiable” option twoOn Wednesday, 03/02/at 2:pm, a representative of Penny Mustard Furnishing contacted the customer and talked to the customer’s wife It was explained to the customer that we had contacted the credit issuing institution and have validated that all balances due were correct and as agreed toThe customers wife was provided with the financial institutions customer service toll free number of 1-800-459-so that they could validate the amount and ask any questions they might have directly to the institution that is holding the debtAt this time it is the opinion of Penny Mustard Furnishings that everything agreed to by both parties in the resolution of this issue has been executed as best as could be within all agreed to time frames and communications Thank you [redacted] Operations Manager Penny Mustard Furnishings Industrial Loop Greendale, WI [email protected] Tell us why here

02/25/Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI
** *** *** *** At Penny Mustard Furnishings we take customer service very seriously and do our best to satisfy and take care of our customers that is one reason why our wood products have a year
warranty. After multiple conversations and emails with Mr***, Friday, 02/19/at 10:am, the owners of Penny Mustard Furnishings received an email from the customer providing us with multiple options for how he would like us to resolve the situation. In this email Mr*** stated “We’ve come up with the following non-negotiable Options. Options are listed in order of preference.” We evaluated the three “non-negotiable” options the customer sent to us and decided on the second option. “Non-negotiable” option two requested us to return the items that the customer was not satisfied with waving all restocking fees, provide him with a 15% discount on the remaining item along with free delivery, a discounted year service plan and Penny Mustard would absorb the sales tax on the item he was keepingAfter discussion, the owners of Penny Mustard Furnishings contacted Mr*** Friday, 02/19/2016, and let him know that we were picking his second option with one exception, the discount on the piece the customer was keeping would be increased from the amount asked for of 15% to a 25% discount Let the record to show that when asked how he wanted us to resolve this, it was the customer who provided us with detailed options in order of preference for what he wanted us to do and we selected the second option he provided to us. We then increased the discount the customer wanted to more than he had requestedFrom that moment on Penny Mustard Furnishings has done everything it can to expedite Mr***’s request and expedite the pickup of the furniture that he requested us to return. We at Penny Mustard feel that we have made a good faith effort to take care of the *** familyOn Tuesday, 02/23/at 11:am, the unwanted furniture was picked up according to the customer’s request and the adjusted paper work for the item the customer was keeping was delivered at the time and date requestedThank you ***
*** *** *** Operations Manager Penny Mustard Furnishings Industrial Loop Greendale, WI [email protected]

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.While Penny Mustard did pick my 2nd option in my list of 3 options.  They did take the easy way out, even after assuring us that they "had our back" and "would make things" right.  As mentioned, my wife and I were the ones who had to come up with and offer those options....Penny Mustard only offered a solution of a 15% discount and kept asking us what we wanted to do.To further complicate matters, when the delivery men came to pick up the furniture that we were returning, one of them bluntly asked me "So, what's the deal?" in a rude manner.  The delivery person had no business asking that question, and furthermore Penny Mustard should have kept him well informed about why he was picking up the furniture from our home that he had delivered just one week prior. All the delivery people had to do was, get in, pick up the furniture we were returning, and get out.After the furniture was picked up from our home on Tuesday, February 23rd, 2016, my wife got a call on her cell phone on Friday, February 26th, 2016 at approximately 2:45pm from Wells Fargo stating that we still owed $6739.01 on the funiture that we just returned to Penny Mustard,  The owner [redacted] assured us that our final amount financed with Wells Fargo through Penny Mustard would be $944.50.  I emailed and called [redacted] after 3pm on Friday, February 26th, and [redacted] replied to me stating that everything with Wells Fargo financing was taken care of and the automated phone call was in error, because Wells Fargo's system had not yet caught up to the final price change.  However, we received a credit card statement in the mail on Saturday, February 27th, 2016 from Wells Fargo for the financing of the Penny Mustard Furniture and the amount on the Credit Card Statement is $6739.01 and NOT $944.50.The financing part that [redacted] signed for on our final and adjusted invoice for the returned furniture was not taken care of, and now we have emailed [redacted] this morning with the Wells Fargo statement attached, that the financing is incorrect.  We absolutely should NOT have to pay for furniture that we returned, and we want the financing fixed immediately to reflect the $944.50 amount.
Regards,
[redacted]

03/03/2016 Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214 Re customer complaint: [redacted], part two. At Penny Mustard Furnishings we take our products, quality and service very seriously.  We are very sorry for the problems that the customer has experienced with his order and have tried in good faith to take care of the customer in a honest and responsible way. As we explained in our letter to the Revdex.com of Wisconsin and subsequently the customer dated 02/05/2016, Penny Mustard Furnishings has tried in good faith to take care of this customer.  “After multiple conversations and emails with Mr. [redacted], Friday, 02/19/2016 at 10:12 am, the owners of Penny Mustard Furnishings received an email from the customer providing us with multiple options for how he would like us to resolve the situation. In this email Mr. [redacted] stated “We’ve come up with the following non-negotiable Options.  Options are listed in order of preference.” We evaluated the three “non-negotiable” options the customer sent to us and decided on the second option.  “Non-negotiable” option two requested us to return the items that the customer was not satisfied with waving all restocking fees, provide him with a 15% discount on the remaining item along with free delivery, a discounted 5 year service plan and Penny Mustard would absorb the sales tax on the item he was keeping. After discussion, the owners of Penny Mustard Furnishings contacted Mr. [redacted] Friday, 02/19/2016, and let him know that we were picking his second option with one exception, the discount on the piece the customer was keeping would be increased from the amount asked for of 15% to a 25% discount.   Let the record to show that when asked how he wanted us to resolve this, it was the customer who provided us with detailed options in order of preference for what he wanted us to do and we selected the second option he provided to us.  We then increased the discount the customer wanted to more than he had requested. “- Letter dated 02/25/2016 At the time of the resolution [redacted], Owner of Penny Mustard personally explained to the customer that just like the processing of a credit to a credit card, it takes a few business days for the credit to make it through the processing channels to show up on your account but the credit would be processed correctly and taken care of as promised. [redacted] explained to the customer that he might be contacted by Wells Fargo with an incorrect credit total but that was only an automated contact based on the original number and the adjustment would take a few days to go through. On Friday, 02/26/2016 at 3:14 pm, The Owners of Penny Mustard Furnishing received an email from the customer saying that his wife had just been contacted by the credit issuing company to validate the amount financed.  As expected and explained previously the amount asked to be validated was the incorrect number. On Friday, 02/26/2016 at 3:59 pm, The Owners of Penny Mustard Furnishings replied to the email of concern from the customer again explaining the situation and instructed them to disregard the communication. On Monday, 02/29/2016 at 9:43 am, the owners of Penny Mustard Furnishings were again contacted by the customer after receiving a statement from the credit issuing company showing the incorrect balance. On Monday, 02/29/2016 at 11:35 am, the customer received a reply from the owners of Penny Mustard saying “That, like the phone call last week is all automated and the new adjustment has not caught up, but it will.” On Wednesday, 03/02/2016 at 12:02 pm, we were again contacted by Revdex.com of Wisconsin in regards to this matter as the customer had now revised the complaint to basically include their frustration with the credit issuing institutions time it was taking to update and process their adjusted financing amount even though things were progressing exactly as it has been communicated to the customer prior to the transaction adjustment. On Wednesday, 03/02/2016 in-between the time of 12:02 and 2:00 pm, a representative of Penny Mustard Furnishings contacted the credit issuing company and validated that the customer’s account reflected the correct and agreed to amount reflecting a credit for all items returned and the price adjustment for the item kept all as dictated to Penny Mustard Furnishings in the customers “non-negotiable” option two. On Wednesday, 03/02/2016 at 2:57 pm, a representative of Penny Mustard Furnishing contacted the customer and talked to the customer’s wife.  It was explained to the customer that we had contacted the credit issuing institution and have validated that all balances due were correct and as agreed to. The customers wife was provided with the financial institutions customer service toll free number of 1-800-459-8451 so that they could validate the amount and ask any questions they might have directly to the institution that is holding the debt. At this time it is the opinion of Penny Mustard Furnishings that everything agreed to by both parties in the resolution of this issue has been executed as best as could be within all agreed to time frames and communications.   Thank you [redacted] Operations Manager Penny Mustard Furnishings 6800 Industrial Loop Greendale, WI 53129 1-414-433-1500 x8806 [email protected]   Tell us why here...

purchased a couch cost 1800.00 was told had a lifetime guarantee on everything but the motor on lift to raise your legs. In 6 mo that part broke. They came repaired it for nothing. year later the cushion on the right side bottom flattened, mind u it is onlu 2 1/2 years old. The head cushion on opposite side is flat.
Call them. they came and took pictures. But they are refusing to fix it. They just offered me 800 back. I taking the money. But still 1000 dollars that did list even 3 years, not worth it. I hate places that falsely advertise on tv how they guarantee there product and they don't. I am severly handicapped needed this for the proper support. Penny Mustard is just after there money, they refuse to stand by there product. Totally pissed. Hope there is something that you's can do to help me. [redacted],

The humidity is the reason they refuse to replace my entertainment top ever again. Please note in the interpretation of the 200+ warranty that cracks and unevenness, etc.in the wood is part of the patina and part of of buying high end furniture, the man said. We had no less than THREE tops on this from late April to March- One year. (The original, he replacement about 3 month after, and the latest one about the 1st of the year). We have a stereo on te stand, as it is designed for, but the heat generation is extremely low and should not affect the joints. In fact, we use the stereo about once a month, so it doesn't even heat up.The guy came out this last time to replace the defective top and told us that if the humidity was below 30% the next time they came we would have to pay for the top ourselves. . Then he pulled out a humidi-stat from his pocket- it read my home at 31%. The minimum humidity, according to my April Aire s set at 39%. He told my wife they "prefer" 50% or more to protect the wood- and pointed out my 76 yr old living room floor with the spaces between the boards. At 50% humidity, most people know condensation builds up on windows, and there is a real potential for mold in the walls. A composite top is MUCH more stable as well as a biscuit cut joinery...That was my suggestion...not butt glue joints. For the price they don't even include quarter-sawn boards (higher quality, more stable). Cut-rate, and wriggly worms to get out of any responsibility for their sub-standard product and a warranty with as many holes as a brick of Swiss cheese. If It cracks again, I just might spend the thousand dollars on a good lawyer. My conclusion: Save your hard-earned money. Buy elsewhere.

Review: Here are the facts about our Penny Mustard Experience:

1) We ordered our Furniture back on October 13, 2015 and we were told that we would receive it in December 2015.

2) The furniture came to our home on December 17th is less than perfect condition and we returned it.

3) Penny Mustard Customer Service promised to resolve the issues and get us the furniture in an 8 Week time period at a 15% discount.

4) We spent a lot of time waiting for furniture to be delivered, and we spent a lot of time on email and phone calls trying to resolve furniture issues.

5) Our Furniture was delivered a second time on February 17th in less than perfect condition, chairs had defects in upholstery, and we were sent the exact same Savoy 60” Round Table as before with the same defects. We did not get a new table as promised. Penny Mustard had 2 months to fix all of the problems we cited on the first delivery date, and they did not do that

6) The 15% discount was NOT honored as promised on the Delivery Manifest that came to our house on February 17th.

7) We spent more time on phone calls and emails trying to resolve furniture issues a 2nd time on the same set of furniture.

8) We were not treated professionally by Customer Server on Feb 17, 2016 and it took a whole lot of coaxing from both us and the Delivery personnel to get someone from Customer Service to speak with us to attempt to resolve our furniture issues.

9) We had to email the owners of the company ([redacted]) in hopes of getting a reasonable solution to our issues.

10) We had to wait at home most of the day on February 18th for a Penny Mustard repair person to come to our home to repair our “new” furniture. The Repair man had to bring a revised delivery Manifest with the corrected final price with 15% discount.

11) We had to spend time crafting this email and proposals in an attempt to get proper resolution to our issues, because Penny Mustard did not offer any acceptable resolutions….we had to ask for them.

12) [redacted] of Penny Mustard did NOT offer to correct the problem as we requested and as he promised. He decided to take an easier way out of the problem by taking back the defective furniture instead of replacing it free of charge. We were willing to wait an additional 6 to 8 weeks for the replacement.Desired Settlement: 60" Savoy Round Table is replaced completely free of charge. The cost of the Table ($2782.00) is removed from the bill, the Delivery Charge is removed from the Bill ($77.00), the Entire Sales Tax amount is removed from the Bill ($596.06), and we are given the 15% discount on the Chairs and TV Stand as Promised by Dan Ring because those items were not executed correctly on the initial order. We will be financing the final amount of $3.806.05 using the current the 52 month Equal Payment Plan with Wells Fargo.

Business

Response:

02/25/2016 Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214

[redacted] At Penny Mustard Furnishings we take customer service very seriously and do our best to satisfy and take care of our customers that is one reason why our wood products have a 287 year warranty. After multiple conversations and emails with Mr. [redacted], Friday, 02/19/2016 at 10:12 am, the owners of Penny Mustard Furnishings received an email from the customer providing us with multiple options for how he would like us to resolve the situation. In this email Mr. [redacted] stated “We’ve come up with the following non-negotiable Options. Options are listed in order of preference.” We evaluated the three “non-negotiable” options the customer sent to us and decided on the second option. “Non-negotiable” option two requested us to return the items that the customer was not satisfied with waving all restocking fees, provide him with a 15% discount on the remaining item along with free delivery, a discounted 5 year service plan and Penny Mustard would absorb the sales tax on the item he was keeping. After discussion, the owners of Penny Mustard Furnishings contacted Mr. [redacted] Friday, 02/19/2016, and let him know that we were picking his second option with one exception, the discount on the piece the customer was keeping would be increased from the amount asked for of 15% to a 25% discount. Let the record to show that when asked how he wanted us to resolve this, it was the customer who provided us with detailed options in order of preference for what he wanted us to do and we selected the second option he provided to us. We then increased the discount the customer wanted to more than he had requested. From that moment on Penny Mustard Furnishings has done everything it can to expedite Mr. [redacted]’s request and expedite the pickup of the furniture that he requested us to return. We at Penny Mustard feel that we have made a good faith effort to take care of the [redacted] family. On Tuesday, 02/23/2016 at 11:55 am, the unwanted furniture was picked up according to the customer’s request and the adjusted paper work for the item the customer was keeping was delivered at the time and date requested. Thank you [redacted]

[redacted] Operations Manager Penny Mustard Furnishings 6800 Industrial Loop Greendale, WI 53129 1-414-433-1500 x8806 [email protected]

Consumer

Response:

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.While Penny Mustard did pick my 2nd option in my list of 3 options. They did take the easy way out, even after assuring us that they "had our back" and "would make things" right. As mentioned, my wife and I were the ones who had to come up with and offer those options....Penny Mustard only offered a solution of a 15% discount and kept asking us what we wanted to do.

Unsatisfactory repair to furniture has been an on-going problem for a number of years. Per the company guarantee, they are to repair any furniture. Five pieces of bedroom furniture were purchased, 4 of the 5 have needed repair. The primary complaint are the drawer slides which have broken again. This is an on-going problem which the repair person admitted the first time he came out. His response at that time was "call when it happens and we can replace or you can do it yourself. I called a number of times and finally the last time, I requested to have ALL the slides switched out to the new slides. he told me he per company policy he could not do this. I finally persuaded him to do this and unfortunately, it was not done. Two more drawer slides have broken this week.