Pilgrim Furniture City

I have already contacted the customer, we will be sending out a service technician to evaluate the damaged furniture.

Good Afternoon,
 
    A service technician  has been scheduled to go to customer [redacted] home for Thursday. 6/11/15.  We will further discuss his furniture once the technician does the service. 
 
  Thank...

you, 
   [redacted]

Pilgrim Furniture - 2 sofas purchased from the Milford location. Bad experience from good. During the month of December 2016 we purchased and took delivery of two large leather sofas with electronic recline and headrests. After the first week we noticed that a cushion on one of the sofas was tilted. Called customer service, tech came out and said the frame was bent, obvious flaw from the manufacturer. Received a replacement sofa in February (that was the good part). Now here is where it gets dicey. Several months later (December 2017) I notice a slight tear on the inside of one of the arms, right inside a crease in the leather. On this particular sofa the leather inside the arms does not feel as supple and the rest of the couch or the other couch we have. Kinda feels a bit stiffer, it is obvious the hole is the result of bending the material within the crease over and over, like bending a credit card. I called customer service, sent photos per their request. I was told that my one year warranty had expired. I asked the question, If I received a replacement item for a defective product after receipt of said product wouldn't the a one year warranty be in effect for the replacement item, brining me out to February 2017? I was told it was in effect from the original purchase date. I have never heard or experience such nonsense. After several calls requesting to speak to a manager, I get routed to voicemail. I leave a brief description and ask someone to call me back. A manager does not even have the decency to call back to work on a solution. I guess they hope I go away, well that is not the case. Buyer beware!

The Worst Customer Care ever. Very disappointing. They are so Rude and Impolite.

DO NOT WASTE YOUR MONEY AND TIME !!!

The Prices are higher than others, but we were directed their for the After Sale Services, which is not real.

The Worst Customer Care ever. Very disappointing. They are so Rude and Impolite.

DO NOT WASTE YOUR MONEY AND TIME !!!

The Prices are higher than others, but we were directed their for the After Sale Services, which is not real.

Dear Pilgrim Furniture,
As I sit here with lower back pain once again, I would like to thank you for your disregard for my years of loyalty!!! My 2 year young [redacted] mattress has a confirmed sag but your store won't replace it because of "stains". What a silly reason!!! Sag and stains have nothing to do with each other. Goodbye Pilgrim Furniture. I will never buy from you or recommend you again to anyone!!!

Review: five year no interest advertised big big lettering. not an offer any bank would make also part of ad. drove 42 miles to store. opted for and tried to purchase a recliner for $650 $689 with tax. filled out form and was told at that time there would be a $200 "maintenance" fee for the 5 year deal. $160 for a 4 year deal. when I complained it was pointed out to me that info was in very fine print at the bottom of the ad. sales person stated it wasn't his fault but the banks. seems to me that no matter what adjective you put on it that it still comes to about 31% Take a look at the ad and the mailings. VERY, Very misleading. Kind of like a bait and switch but only with $

Product_Or_Service: recliner

Desired Settlement: DesiredSettlementID: Other (requires explanation)

@ 4$ a gallon, it cost me about $32 to and from for gas. not as important as them being told by an entity such as the Revdex.com that they should cease and desist from this unethical practice. I am a retired senior and cannot afford such wasted trips. I know legally the fine print covers their butt, but.....................!

Business

Response:

Business Response /* (1000, 5, 2013/08/09) */

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@pfcmail.com

I am sorry for the frustration and confusion Mr [redacted] experienced with our long term financing offer. Unfortunately, bank fees have become more common over the past 4 years. At Pilgrim Furniture City we have seen increased fees in not only consumer financing, but our own business banking and credit lines. T.D. Bank requires this processing fee from the consumer, but does NOT charge interest on the plan. Mr [redacted] was interested in a $650 recliner, and we do have a 12 month interest free plan with no bank fee he could take advantage of. Unfortunately, once you stretch the financing out to 4 or 5 years the bank requires the fee.

T.D. Bank will not allow Pilgrim Furniture to "waive" the fee on a 5 year interest free financing plan, but I would like to offer Mr. [redacted] a discount of $100 to help cover his transportaion costs and compensate him for his frustration. This $100 would be subtracted from the cost of the recliner. He could then finance over 12 months with no bank fee. For $48 per month he could have his recliner paid for (including tax) in just 12 months.

If this is satisfactory to Mr [redacted], please visit any of our stores and give a copy of this note to any manager and it will be accepted as my approval.

Once again, I am sorry for any frustration or confusion this offer caused Mr [redacted]. We have built our locally owned business by offering great values and exemplary service. We work hard to achieve our high Revdex.com ranking. Even one dissapointed consumer is too much for me to accept. I sincerly hope we can earn Mr [redacted]'s business back.

Sincerly,

Owner / Vice President

Pilgrim Furniture City

Review: We went to pilgrim City Jan 24th to purchase living room furniture. We purchased a sofa, 2 chairs, 2 end tables and a rug. We told them we would not be ready to take delivery until about April, as we were moving, and they said that was fine. We asked some quesitons about the rug, on how to take care of it, if there was anyting we needed to know etc.... To me it was a very expensive area rug at $1200.00. They told us it was a high quality rug, and there wasn't really any special instructions. The end tables each had a drawer in them. When they were delivered, I noticed one of the drawers opened easily, and the other didn't open unless you held the table and pulled really hard. They took it back, and scheduled another one to be delivered. The next delivery was the same thing! The drawer would not open. I had to schedule a third one, and specially asked if they could make sure the drawer opened. The third one was fine. The rug was shedding, shedding, shedding! It was like we have a bunch of cats. I called about this, and they said that that's how it is and to contact [redacted]. I looked at their website, and it said that this was "normal' and it may or may not shed for the life of the rug. It also said that the furniture companies should explain this when rug is being purchased. This never came up at time of purchase, even when I specifically asked if there was anything we should know about rug. I never would have purchased this if I knew it was going to be like that. We still needed bedroom furniture, and my brother had bought a bedroom set with them from the [redacted] collection. We really liked it, and decided to give them another chance. On April 21 we went and purchased a dresser, mirror, chest, and two nightstands. This was the [redacted] collection, and we were told it would be 8-10 weeks to be made. We knew that already and were fine with that. We went up to pay for everything. I was using my credit card and gave it to the woman. She put it through, and then told me that something was wrong. She said it's not good. I told her that I KNEW it was good. She then kept doing something, and then ripped off a receipt and said "declined" I was very embarrassed, and I knew I had plenty on my card to cover this purchase. I ended up having to call the company, and she had put it through twice. The first time it was accepted, and the second time it was declined, as then it went over the limit. The cost for this purchase was just under $5000.00, and the cost for the living room was just over $5000., so we have spent a signfigant amount of money at this company. Anyway, I spent about 45 minutes on the phone with the credit card company while they were taking care of the issue. I should also mention that we received $100.00 off for a promotion the company had. If you spent a certain amount you received this. A day later, I got a postcard in the mail from them saying "welcome to the neighborhood" and it said bring it in and receive $100.00 off an order. I called and explained this, and the girl said we already got it. I told her that was their promotion, and this was something different. She was short on the phone and said "well if we can do it you'll see it on your credit card statement" and hung up. I wasn't happy about that, but just didn't even want to deal with calling them back. So they contacted us in late June and said our order was in. We set up delivery for June 22. They called us shortly before, and said the mirror had a crack in it, so that wouldn't be delivered, but everything else would be. We said ok. They brought the other things, and the nightstands, and my dresser were just what we ordered. They brought in another piece, ( not really sure what it was ) but it was NOT what was ordered. They called the store and took it with them when they left. We had to wait until the next day to speak to the manager. Apparently purchasing ordered the wrong item. We went to the store to discuss this, and at this time I told the manager ( [redacted] ) all of our issues. I told him this is ridiculous, and it's been nothing but a nightmare dealing with this company. Honestly I found him to be very arrogant, and not accommadating at all. He did say we were entitled to the $100 from the post card, and I think he offered us $100.00 off the mirror. I told him that was not satisfactory to me, and we went back and forth. I then said that maybe they should throw in that piece that they delivered, since it was made to the color, and handles etc that we chose, so unless someobody else ordered that exact thing, it wouldn't be of any use to them. First he said it was someone elses order and then he said he would see if he could get it cheaper for us, and I told him we weren't spending another penny in the store. He then said well if he gave it to us we wouldn't get any other discount, including the $100 from the post card. I said that would be fine. Then we had to wait several days to find out what he was going to do, as now it was approaching the July 4th weekend. When he finally got back to us, he said we couldn't have the piece, as they were using it for "training purposes" something about wrong orders. ( didn't really believe him ) He ended up saying we could have additonal money off the mirror and dresser. We got $326. off and $100 for the postcard promotion. Now we began waiting again. He said he was putting a "rush" order and it would take about 4-6 weeks. It had been almost 7 weeks, so I called to see if they had any idea when it was coming in. The girl told me the computers were down and she would call me back. This was at 10:00 am. She never called back. I called the next day and spoke to someone else expalinging I had called in the morning, was told computers were down, but never got a call back. She told me the computers were down all day until 6:30. Then she checked and said that my order was in. I was very surprised and asked when did it come in. She said she didn't know, but I could schedule delivery if I'd like. I scheduled it for today August 16. She told me they would call the day before with the window of time. They called and left a message saying the mirror wasn't ready, and they didn't know when it would be ready, but they would call when it was. I called them back. I said that I thought she had told me they were both here, and she said that she "thought" it was here because it says that it's "in" but it just means that it's ordered, you know what I mean... I told her that NO I didn't know what she means, and that she said it was here. Then I just said when will it be in? She said she didn't know. I said ok, well you're still delivering the chest tomorrow right? She said Oh no, we canceled that. I told her that NO I wanted the chest still to be delivered. My husband has had his cothes in a box on the floor since June, and we want that delivered. Then she said she couldn't get it on the truck now since it was cancelled and it could be delivered on Monday. I said fine, and hung up, but got more and more angry and called back. I demanded that it be delivered today as they said, and finally she said they would, but not until between 3:45 and 6:45. So, it hasn't come as of yet, so I don't know if there are any problems with the chest, but I still have no idea about the mirror and I'm sick of dealing with these people. When I call, I'm put on hold for long periods of time, and I want the merchandise that we paid for. This is no way to do business. I have a feeling that maybe the mirror was damaged again, and they don't want to tell me that.Desired Settlement: I want the items that we ordered. We have waited and waited and waited long enough. I also think we should be given some other compensation. We are stuck with a $1200.00 rug that I NEVER would've bought if I had known about the shedding issue. I had to put aside 3 different days to wait for the living room furniture, because of the repeated exchanges of the end table, and now all the issues with the bedroom items. I was totally embarrassed in the store when their screw up with the way they did my credit card and telling me I was declined as other customers are walking nearby, and I feel I've put up with enough. The $326. credit that they gave is not nearly enough for all the aggravation I've gone through with them, and still have to go through.

Business

Response:

To Whom it May Concern, I have spoken with the customer about her concerns and have addressed them accordingly. The customer will be in contact with me about the rug directly. Thank You, [redacted] Service M[redacted] Pilgrim Furniture & Mattress City [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] from Pilgrim City contacted me, and has offered to take the rug back, and give us a different one. We will be going this weekend to pick one out. The mirror issue hasn't yet been resolved. The new mirror was delivered the beginning of September, but this one was damaged. A technician came out to see if it could be repaired, but said it couldn't, so another one has been ordered again. [redacted] and [redacted] have been very helpful in trying to get this resolved. The manager that was so rude and didn't seem to care at all about everything that has been happening is no longer working there. I feel confident that [redacted] and [redacted] will help get everything taken care of.

Sincerely,

Review: I purchased a dining room table and 8 chairs from Pilgrim Furniture City in Jan 2015. I received my delivery in Feb. Upon my delivery I immediately noticed the table was not level and a small gouge was on the table top. The delivery man notified the company right then. Someone came out then next week and filled in the gouge with a crayon and blamed my floor not being level but decided to put a "shim" under it. He seemed to think that would "do the trick". Shortly after that, I noticed every chair was cracking and splitting and the table top was lifting and there were scratches/chips. I called customer service. Since we purchased the Protection plan for our set she assured us we are covered 100% no matter how the damage had come to arise.I sent in the paperwork and photos of every defect like instructed and waited for a reply.After weeks of no response, I contacted them and they said I did not send in the correct info and would have to re submit it. I assured them I did send it in correctly. They finally found the photos and said they would get back to me.Some weeks later,after not hearing from anyone, I called again and they said no one followed up with my claim and I didnt have protection coverage on my new dining set. I told her I have the paper right in front of me with that info, that I paid extra for this protection, and she said she would contact Pilgrim that evening and call me back. No one called. I did receive an email today saying theres nothing they can do to help me. At this point I don't want to do anymore business with this company and would like a full refund. Thank youDesired Settlement: I do not want a replacement due to poor customer service and poor quality furniture. I purchased Protection 1ST Plan to protect my new furniture and no one was willing to help after all my attempts.I would like a full refund for my dining table and 8 chairs and refund of protection plan. Thank you

Business

Response:

Good Afternoon, A service technician has been scheduled to go to customer [redacted] home for Thursday. 6/11/15. We will further discuss his furniture once the technician does the service. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Just had two deliveries of furniture from Pilgrim. Both times they called the day before to set the time as well as 30 minutes of the day of delivery. On time. We are happy with the quality of the furniture and the delivery. Nice furniture for the price.

Review: My husband and I went and purchased a couch from Pilgrim Furniture, I don't have the specific dates in front of me right. When the issue occured we had the couch no more than 4 months. I had sprayed lysol on the couch at a distance to get rid of germs. I was honest with the Service Manager about what I had done instead of lying to him. I noticed less than a month later the couch started to wear on the seat cushion on one side and then another cushion started to wear also. The back cushions and the middle cushion are fine on the couch and did not wear. I called the service department and spoke with the manager [redacted] and he stated that I should have never sprayed such a harsh chemical on the couch. I had sent him picures and also someone came out to the house to look at the couch. [redacted] and I went back and forth for weeks, he stated they would replace the cushion and I said I wanted my money back and he stated that could not happen and that the best he might be able to do is replace the couch. I told him that I did not want a new couch and wanted a refund. He would never return my calls and when I called him he stated I tried to call you and I had no messages on my phone from him calling. This is over a year later and the issue is still unresolved as my father in law was ill and had life issues to take care of. The last time that we talked he said well we will replace the couch, but you would have to pay the deliver fee of $130 and I said I will not pay the delivery fee. I called back last week and spoke with [redacted] in service and she stated I will look into it and call you back and it's now a week later and no call. I just called them today and she was on lunch so I left another message for her to call me back. I have never had such poor service from a furniture company ever. I am embarressed to have anyone come over my house, because of this worn couch after spending almost $3000 for everything and a 5 year warranty. I am not sure of all the exact dates that I had spoken with them.Desired Settlement: I would like a full refund for this couch. I have been going back and forth for about a year now with the store and service department. I am very disappointed in the quality of the couch. I have never had such poor service from a company not returning phone calls and not wanted to work with you and make a customer happy.

Business

Response:

Account Number: customer ID# [redacted]

Order Number: [redacted]

This issue has been satisfactorily resolved with the customer. Customer came in to the [redacted] store on Sat 02-22-14 and is exchanging the entire sectional at no cost and has scheduled delivery for March 1st, 2014.

Review: 3/16 I paid in store ([redacted] location) a total of $819.59 for [redacted] twin bed with bookcase. This also included deliver and protection plan. Item was delivery on 3/18 and set immediately after the driver left I contact customer service regarding the damage draws and email pictures of the damage. Since then delivery was request at least two more time which both time when open on the delivery truck and brought in the draws were damage in the same area as the original delivery. Finally the customer service requested deliver from the manufacturer directly which came on 5/4/15 per [redacted] and once open was damaged even more than the original set the had and delivery. I contacted customer service on 5/6/15 and explained my frustration. My option was for tech to come out and replace the drawers, or I could accept an as is and get a credit back on my card of $75.00 which is more than the usually credit back per [redacted] in Customer Service or get store credit and select another style of furniture. I accepted the $75.00 because I felt I had no other option. I do not trust for the 4th or 5th time that they will delivery a non defective item and I do not plan to rearrange my schedule again to be home for this redelivery.Desired Settlement: If I was explained in the beginning that I only had 7 days to return I would of had them pick up product immediately and find my furniture somewhere else. I trusted that the company would replace the defective item within a timely manner. I desire a full refund because I feel I never got to fully enjoy the full value of the furniture since delivery. I did not allow my child to utilized the storage draws which was the main purpose of purchase because I knew draws would be replaced and I did not want to keep emptying and reloading drawers.

Business

Response:

To Whom it May Concern, Ms. [redacted] has been contacted and has scheduled a return for the [redacted] bed for Saturday May 30th. The customer will receive a refund back to their credit card once the merchandise is returned to Pilgrim Furniture. Thank You, [redacted] Pilgrim Furniture City Service Manager

Review: My husband and I purchase furniture from Pilgrim in Oct 2014 as we purchased a new home. It was delivered in Nov 2014. In April of 2015 we noticed some ripping of the fabric on our recliner AND our love seat so we called Pilgrim on Wednesday, April 8th and they sent out a tech on Friday, April 10th. The tech said that it appeared to him as seam separations and that he would give Pilgrim the information and someone should call us in about 3 or 4 days to discuss options, like getting new fabric or issuing a replacement. With me working in claims, I gave them a few more days and still didn't hear anything so I called on Wednesday, April 22 and explained my issues. I was told by [redacted] that they ordered new covers for my pieces. I told her that I was not happy with that. The pieces are obviously defective as they began to tear after having them for 5 months. She said that she would ask her manager and call me back. Later that evening, she called me back and she told me that this is the policy and that with a manufactures warranty, we have to do this first. I again stated that I was not happy with this and [redacted] said she would have her manager, [redacted], contact me. Of course, the manager was not there when I requested her and told me she would be in on Friday, April 24 and she would call me then. It was 4:00 pm and I had still not heard from anyone so I called the store. Both [redacted] and [redacted] were on the phone and one of them would call me back. [redacted] called back and she was no help what-so-ever. I told her how unhappy I was with them. That the right hand does not talk to the left hand there and that it was a shame that no one cared about making their customers happy. I did get very rude and abrupt with [redacted] and not as much with [redacted] but neither one wanted to hear what I had to say. Its like they are just robots and programmed to say certain things. [redacted] did offer me the Operations Managers v/m (because surprise, surprise, he wasn't there) even though she said he was just going to say the same thing so I left one but I am pretty sure he won't call me back either. I am at a loss right now. I'm stuck with furniture that they are making me keep when I know its defective and will happen again. When I asked them what the protocal was if it happened again, they said they would discuss options with me if they time arose. I told them I was confused...instead of overriding their "procedures" and making a customer happy, they chose to upset them just to prove their point. I can see if I did something to the furniture to cause it to do it but I didn't. Just want to pick out something different that will hold together for a few years!Desired Settlement: Pick out a different furniture set that will hold together for a few years.

Business

Response:

To Whom It May Concern: A full credit for the Sofa, Console, and Rocker Recliner has been issued to customer [redacted]. The customer was given this credit on 4/28/15 but has not yet reselected. Thank you, Pilgrim Furniture Service Department

My husband and I visited this business on 12/27 to purchase a TV stand we fell in love with. We purchased it that day for $463 and were told it would be in 1/2. CC was charged that day. We did not receive a phone call regarding the piece coming in on 1/2 so we called. They said it was on back order. We asked to get a call the next day after they spoke with the manufacture to let us know what's going on. No return call. This happened twice. Today 1/11 (after we were told we'd get a call 1/10) they said that the piece would not be in until the end of February. Not ok. So they offered that we A. Cancel the order. B. Wait till February. Or C. Take the floor model (which we were told was damaged) but not get it at a discount price. They said they had 4 other people waiting for this piece and they didn't really want to sell the floor model but they made it sound like they were waiting for 1 of 5 of us willing to pay full price for the floor model. THEN they would have been OK with getting rid of it. Their customer service was HORRIBLE. It's not hard to come through with what you say. If you tell us your going to call then do it. They did offer free delivery if we waited till February, but that wasn't an issue for us. We were planning on picking it up ourselves either way. So that offer was pointless. We ended up having to cancel the order. Completely disappointed.

Review: We ordered two leather sofas and an ottoman. Both sofas came badly scraped on the left side under the arm of the sofa. They said they were not repairable and send two new sofas. They came scraped in the same way on the same locations, They came and said this time they can be repaired. Since we took the day off both for each visit, we elected to repair the sofa. I went back to the store to order the matching chair and they assured me there would not be the same damage. We went to the store to pick up the chair and it was damaged in exactly the same way. The store offered to send us a new chair at no cost. The delivery has come twice now and each chair is damage in the same way. I called the service manager [redacted] and does not return my phone call.Desired Settlement: If they can not send an undamaged chair I want them to come and get the two couches and ottoman and return all of my money!

Business

Response:

To Whom it May Concern, Pilgrim Furniture & Mattress City is working on resolving the customer's current issues. We have reordered a brand new chair and have made special delivery accommodations for the new chair. The customer did speak with [redacted], the Operations Manager, about the situation and was confident in their discussion that the issue would be resolved. Pilgrim Furniture & Mattress City strives to assist all of our customers as quickly as we can. The chair is currently on back order, which the customer is aware of, when this chair arrives in it will be thoroughly inspected. Thank you,[redacted]Pilgrim Furniture & Mattress City Service Manager

Review: I purchased an expensive living room set from this store in May. The sofa was delivered without any legs. I have repeatedly contacted the store about this problem and keep hearing the same response that the "legs will be in and delivered to us in a week" - yet MONTHS have now passed and this sofa is still sitting on the floor.

Product_Or_Service: Leather Living Set

Desired Settlement: DesiredSettlementID: Replacement

I would like Pilgrim Furniture to either provide the missing legs or issue me a credit for the entire cost of the sofa as it was delivered defective.

Business

Response:

Business Response /* (1000, 5, 2013/08/09) */

8/9/13

To Whom to May Concern:

Ms. [redacted] received delivery of a living room set purchased from Pilgrim Furniture on 4/21/13. The customer contacted Pilgrim Furniture on 6/4/2013 almost two months after the delivery took place stating that they were missing legs for the sofa they received. It is requested by Pilgrim Furniture that all merchandise be inspected by the consumer within 48 hours of delivery and any problems or issues with the furniture be called into the service department within 5 days. The consumer notified Pilgrim Furniture well after this timeframe.

Pilgrim Furniture did acknowledge her issue and placed the missing legs she had requested on order with her manufacturer immediately. Pilgrim Furniture did not have these legs in stock therefore the legs needed be shipped by the manufacturer from overseas, which does take on average 8-12 weeks to arrive in. The legs arrived in into Pilgrim Furniture on 8/3/13 and UPS'd to the customer on 8/5/13 Tracking # [redacted]. Proof of Delivery was provided by the UPS.com that this package was delivered to the consumers front door on 8/6/13 on 2:09pm.

The manager of the Pilgrim Furniture Service Department, [redacted], spoke with the consumer on 8/9/13 @ 10:20 am. The consumer confirmed that she did receive the legs and has not opened the box yet because she is not currently using the sofa.

Pilgrim Furniture has resolved this issue completely and no further action is needed.

Sincerely,

[redacted]

Pilgrim Furniture City Service Department

Consumer Response /* (-5, 8, 2013/08/13) */

Pilgrim Furniture delivered the legs as described and this is acceptable. We wish to respond and note that we informed Pilgrim that we could not inspect the furniture on delivery as per their 48-hour policy as the room was still being worked on, so we have to keep the sofa wrapped and in storage until we finished the room, unwrapped it, and realized the legs were missing. Thank you

Review: Purchased TWO a couches from Pligram furniture in 2013 and an extended warranted. From the first 2 months I had issues with them. They had made several attempts to repair over the year , at least 4 or more times) . Both couches are the same( [redacted]) and have problems with both recliner same sides. Also. broken arms. I was missing many days of work ( my own business). Finally contacted the owner and he said to pick something else out. At at that point was so frustrated. I did just that. And was willing to pay more. Unfortunately, all couches were over 84 inches (too large). By then the Pilgrim's warranty was over. They said contact [redacted] contact,.yet another complaint I will be filing. I am not getting any results. Pilgrim says call MFS, [redacted] says call Pillgrim, I even called [redacted] co. Both still broken ?No one is helping???????????????????? Laner will do nothing.Desired Settlement: I just want what was promised. I purchased a USA made product that I was told was the best . I have no time left for repairs, calls letters, faxes, Its been 6 months and stlll waiting for parts now. We can hardly sit on the couches. We have no children, and always working. These are horrible products. ( no recalls) I checked. No one is helping me . I have run out of options. At this point at least half the monies back. No store credit, for all the aggravation and time wasted and products and all three [redacted]'s who keep passing the buck around. I feel that is beyond fair.

Business

Response:

To Whom It May Concern: The customer purchased her [redacted] set from Pilgrim Furniture on 9/4/12 and Pilgrim offers a standard 1 year warranty on the merchandise for manufacturer issues. At the time of purchase the customer choose to buy an extended warranty through Protection 1st to cover accidental damages. The last time the customer was in contact with Pilgrim Furniture, before now, was 5/16/13. The customer is now out of their warranty and needs to work with Protection 1st to resolve the issues. The customer did this, and Protection 1St ordered new pull handles for the customer. These were sent to out to customer on 6/25/15, UPS tracking # [redacted]. This was for claim #[redacted]. Thank you, [redacted] Pilgrim Furniture & Mattress City Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The issued started the 1st few months of purchase from Pilgarm. I felt as though they constantly put a band aid on the issue untill the warrantee kicked in. Which I had purchased from Pilgram. I have heard from [redacted] today and they are claiming it willl now be July 28th or longer.( going on 6 months) They also said they were waiting for parts from Pilgram had. Again, this issue began the first year of Pilgram purchase, I knew something was wrong with both couches from the begining but, everytime they promised, this will be the last time. That is the only reason I hung in. Also, I had lost so many days of work and time. It is very fustrating. At this point I am working with a girl who's name is [redacted], she deals with their warrantee [redacted]. And I am hopeful they can handle this. I only want what is promised iwithin reasonable timing. We are now going on years.......................................now that warrantee will soon run out.

Sincerely,

Worst experience ever waited over a month, actually sitting in showroom after a full run around.. No contact info for owner Mike Albert.. Very poor service people work any slower they may be moving backwards.. Received bill before furniture stay away at all cost.

Review: I purchased a leather couch set it says it is top grain pure leather, after Five months it started peeling I contacted Pilgrim Furniture and it took them Two months to send a tech. out to look at the furniture, The tech. started to try and mask the fake leather with a marker, Then he gave up and said they will order the new parts, It has been over Five months now and the store keeps giving me the run around.Desired Settlement: Either replace the furniture with real leather, install the ordered parts or refund my account. It has been to long to continue this game!!

Business

Response:

To Whom it May Concern, The consumer, [redacted], has been contacted by Pilgrim Furniture to resolve his issue. He purchased a Futura Sofa that was waiting for parts to arrive in from over seas to correct the issue he has. Unfortunately these parts are shipped on containers and can take an extended period of time to arrive in. Now that the parts have arrived a service was scheduled for Sat 9/12/15, a day that Mr. [redacted] says is good for him, to correct the issue that he is having. Pilgrim Furniture believes this will correct any concerns Mr. [redacted] has. Sincerely, Alison K[redacted] Customer Service Manager Pilgrim Furniture & Mattress City