Pruitt's Furniture

I am responding to a complaint filed By Ms. [redacted]. I am a bit confused why Ms. [redacted] subjected Pruitt’s to both a negative review and a complaint, when she has never made us aware she had a problem. She never mentions any contact after the sale at all, because their was...

none. I did respond to her negative review and in it mention the fact that we had never been notified that there was an issue. Again why she does she choose to do something as damaging as making a Revdex.com complaint rather than making a phone call to our customer service department?

I hope that anyone reading this complaint will keep in mind these things:

1. No failure was ever reported to Pruitt's furniture

2. The item in question was by far the least expensive product available.

3. The service issues compound and become progressively worse when unreported.

4. The product warranty expired six month ago

 

That being said, if Ms. [redacted] will contact our customer service department at [redacted] we will dispatch a technician to her home to document the issue. If the technician finds that this is in fact a product failure, Pruitt's will as a good will gesture, offer this consumer an in store credit for $399.98 plus tax.

 

I would like to thank the Revdex.com for being fair and impartial and making sure that both sides of a complaint are available for review.

To Revdex.com

Complaint #[redacted]

I have reviewed customer [redacted]s response. Pruitt's has received the king bed the customer has been waiting for. I can offer [redacted] the floor model dresser and mirror that match the bed and the two night stands at no charge as Pruitts will be dropping this merchandise and no longer ordering from this manufactor or we can arrange to have the customer's bedroom furniture picked up and a full credit refunded. 

Thank You 

Complaint : [redacted]
Lyn W[redacted]
I Pamela C[redacted] have received customer Lyn W[redacted] complaint. The customer did make the purchase on our on line website. The date's the customer was given was provided by the manufacture . Unfortunately these are estimated arrival dates and the...

manufacture has the right at any time to update the arrival eta's.  The manufacture did invoice Pruitts for merchandise we did not receive. The customer was given loaner recliners until the merchandise she ordered has arrived . Lyn W[redacted] was given her delivery fee back for her inconvenience.The customer was also given 10% off her order for her inconvenience. The customer had decided on February 25th that she did not want to wait any longer that she had gone to Ashley Furniture and purchased furniture and wanted the order she had placed with Pruitts cancelled. Lyn W[redacted]s loaner furniture was  picked up on Monday February 27th and the customer received a full refund on Monday February 27th. I do apologize to Lyn W[redacted] for all the inconvenience this has caused her. 
 
Pam C[redacted]
MD Pruitts
Customer Service Manager

I have reviewed the response 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.

First, I have to say that the comment to my review was defensive to the effect that you were not made aware of the problem because as you stated no complaint was made.  In making a complaint, I felt that I was making Pruitt's aware of the situation because I was told in the product review that the warranty had expired.  Nowhere in the response to the review did anyone ask for my contact information to resolve the issue.  Saying that it was an inexpensive item is not an excuse for poor quality. That was not the product being advertised.  That being said, a good gesture of store credit is not necessary because  "The item in question was by far the least expensive product available." It is poor customer service to take complaints personally.  Rather it should be taken as constructive criticism to allow your business to grow and be a reflection of better quality.

I have attached 2 pictures of the couch for your perusal.

Regards,

Pruitt's has offered a full in store credit to this consumer even though no complaint has ever been made to us directly and the product was out of warranty we intend no further action.

I [redacted] have reviewed customer [redacted] complaint . Customer [redacted] did purchase a cocktail table from MD Pruitts in April  22 2013 . April 17th 2014 the customer called stating a leg on the cocktail table has broke. On April 22 2014 MD Pruitts sent out a service tech to...

look at the customer's merchandise. The customer does have a one year warranty with MD Pruitts for any manufacture  defects . Upon inspecting the customer's merchandise our service tech has noted one leg on the cocktail was broke on accident by the consumer. MD Pruitts did attempt to order a replacement leg for the customer as a courtesy for the customer. On May 13th 2014 our service tech went back to the customer's residence to install the replacement leg on the cocktail table however  the manufacture  sent a leg for the wrong piece of furniture . I did attempt to order the correct leg through the manufacture for the customer unfortunately  this was a manufacture drop and no parts were available.  I did offer to have our service tech to repair the leg for the customer as a courtesy as this is not a manufacture defect.  Attached are photos our service tech has taken on April 22 2014 . Pruitts furniture does stand behind the merchandise for manufacture defects. MD Pruitt's has attempted to resolve the issue with the broken merchandise for the customer. As a courtesy Pruitts furniture will allow the customer to do a one time courtesy reselection to something of equal value. Once the reselection  has been completed MD Pruitts warranty will then be fulfilled and the customer will need to return the damaged cocktail table back to Pruitts furniture . 

Thank You 

Md Pruitts 

customer service manager

I am responding to a complaint filed By Ms. [redacted]. I am a bit confused why Ms. [redacted] subjected Pruitt’s to both a negative review and a complaint, when she has never made us aware she had a problem. She never mentions any contact after the sale at all, because their was...

none. I did respond to her negative review and in it mention the fact that we had never been notified that there was an issue. Again why she does she choose to do something as damaging as making a Revdex.com complaint rather than making a phone call to our customer service department?

I hope that anyone reading this complaint will keep in mind these things:

1. No failure was ever reported to Pruitt's furniture

2. The item in question was by far the least expensive product available.

3. The service issues compound and become progressively worse when unreported.

4. The product warranty expired six month ago

 

That being said, if Ms. [redacted] will contact our customer service department at [redacted] we will dispatch a technician to her home to document the issue. If the technician finds that this is in fact a product failure, Pruitt's will as a good will gesture, offer this consumer an in store credit for $399.98 plus tax.

 

I would like to thank the Revdex.com for being fair and impartial and making sure that both sides of a complaint are available for review.

The quality of furniture that is in their show room floor is not the same quality of furniture being sent to the consumer. My husband and myself purchased a sofa that had fallen apart in less than a year with minimal use having been in our game room and the only other person using it was our 8 month old son. They sent a technician out to evaluate the couch and agreed that it was falling apart and offered us a reselect. Upon receiving our new couch (which we decided to upgrade and spend double so that this wouldn't happen again) we were in the exact same boat 3 months later after receiving our new couch. I called the store and let them know that the quality of the new couch was not the same quality of the one being advertised on the show room floor. The manager [redacted] said that there was nothing to be done because it was beyond our 1 year warranty from the original date of purchase despite this couch being a whole different sofa. Bottom line is that I will not purchase another piece of furniture from Pruitts because what they are advertising and what you actually receive is junk. Do not shop at this store, you will regret it.

To Revdex.com

Complaint id #[redacted]

  

I [redacted] have received the complaint from customer [redacted] and [redacted]. [redacted] and [redacted] did come into Pruitts on November 17th 2013. The customer did purchase $3401.88 in merchandise. The merchandise was written up...

onto four different sales tickets. Sales ticket [redacted] has the king mattress set two night stands and a loaner bed frame / sales ticket [redacted] has a dining table set and a curio cabinet written up / sales ticket [redacted] has the pillows and the accessory written up and sales ticket [redacted] has the king bed written up. The customer took the pillows and the accessory with them the day of the sale, Pruitts delivered the dining set, curio cabinet, two night stands and the loaner bed frame on Tuesday November 19th 2013 however on sales ticket [redacted] the sales ticket does state the merchandise was on back order eta 2-3 weeks. The eta that was given to [redacted] the sales woman from our rep for [redacted]. The furniture the customer had choosen is a beautiful set  made in Mexico and is made to order. The estimated arrival date had been pushed back due to the holidays. I do apologize on the companies behalf for all the customer's inconvience. I understand the customer's frustration and wanting the dresser and the mirror at no charge, however I am not able to do this. I have offered the customer several different ways we can resolve the issue.

1) Pruitts can arrange to have the bedroom furniture picked up and the refund back the customers money

2) The customer may purchase the dresser and the mirror at cost

3) The customer may come back into the store and reselect to a different bedroom set that we have instock at cost

or

4) I can adjust the price the customer paid to reflect cost price and refund back the difference back to the customer if they would like to wait for the bed to arrive

Pruitts Furniture values our customers and we do want the customer to be Happy. 

MD Pruitts 

Customer Service Manager

602-956-1991

I have reviewed the response 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.

 

Regards,

I currently have two night stands in which I had ordered a king size head board/foot board along with the side rails to match these two night stands and have paid cash for all my merchandise with the expectation of having my furniture that I selected delivered to my house within the time frame that was told to me by our sales rep.  Every week I call and am told the furniture is being delivered the following week.  Since this complaint I have been told again that it would be here in one week.  It has now been over two weeks again and I would just like to have my furniture that I ordered to match all the accessories for my master suite delivered as I have contacted the manufacturer and they said Pruitt's should have never told me that I would have my furniture within the time frame they stated because it takes 30 days to order and deliver this furniture.  I am expecting my furniture to be delivered to my home no later than the end of Jan 2014 and for compensation a dresser and mirror to match.

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have experienced atrocious customer service at Pruitts in ordering a couch from 7/27 of which is supposedly being delivered today 10/3. When I initially ordered the couch through Bob at Pruitts Chandler location, because I changed the angle I was told it would be 5 weeks which I accepted. At that 5 week window which I was 9/5 I began calling asking for an eta because they made no effort to call me with any updates at all, the only calls I got from them are callbacks to mine. On 9/30 I called in again looking to cancel the order if it had not showed up and miraculously it had arrived. Actually the guy said "man your ears must be ringing because it literally showed up an hour ago." Ummmmm yea pal my ears have been ringing for the 5+ weeks my couch has been late. Then the real fun begins, delivery. So per Bob my sales rep at the Chandler store he told me to pay 30% up front and the rest upon delivery so I called for a manager. I feel at a minimum free delivery should be offered at a minimum but nope no offer I had to request it and debate him for it, then I paid the leftover bill, and I felt like he gave me an attitude like he/Pruitts really didn't care about my experience just pay the bill and get your couch. What's funny is I told him to bill me the remainder and I will pay it when I get around to it just like them receiving and delivering my couch, yet oh no if I dont pay in full they won't deliver it so I did. On delivery I requested Saturday early to mid day because I am in a wedding at 430, but he couldn't make that work either and told me to call in Saturday morning for an eta. Did that this morning and was told 1-4 stay near my phone, got a call at 1 from the same manager (which was the only thing they did right) who told me delivery was delayed and it would be 4-5. Honestly this whole experience will make me never, ever use or reccomend Pruitts to anyone ever, and I bought my dining table and chairs from them 7 years ago ao being a previous client apparently doesn't matter

I  contacted Pruitt's on 2/23 to request delivery of my furniture as I had been told yet again it was being delivered to warehouse on that day.However , I was given a Mr Kyle M[redacted] (?) To speak to. This man was so rude and told me furniture still in dock in California,  no idea when it Will arrive. I told him that Pruitt's was still advertising the furniture I had paid for as being in Stock and available for immediate delivery,  he started Yelling at me asking if I was calling him dishonest and after all the discounts I had been given he was just going to refund my money and I couldGo elsewhere. I  was so disgusted and upset I went to Ashley Furniture and told them the story, they matched the price and delivered 1 of the pieces2 days later, the big one is coming in any day. I spoke to Pam at Pruitt's and she arranged for pick up of loaners and refunded my money.So my experience with Pruitt's was not a good one,Call me if you have any questions[redacted]Lynn W[redacted]

I believe that this issue is resolved.  The customer has been given a full refund.  At the end of her recent response she states that her "experience with Pruitt's was not a good one".

We spoke with Mr [redacted] today, November 12, 2104, and informed him that a new recliner will be delivered out to his residence as soon as our shipment from the manufacturer is received.  The customer was made aware that this shipment is not expected until late January/early February 2015....

 Customer will keep the recliner he has until that time.  After the new recliner is received into our warehouse, we will contact the [redacted] to schedule the exchange of the recliner.

To Revdex.com

Complaint # [redacted]

I [redacted] have received and reviewed customer [redacted] complaint. [redacted] did purchase merchandise in March 1st 2013. Our records indicate we did service the merchandise in March 2013 and again in...

April 2013. The last service tech's report states the repairs were completed to manufacture specs. [redacted] is still within the one year warranty Pruitt's offers on  merchandise and will talk to all the customer service rep's. The customer's satisfaction with the purchase they has  made is first and foremost. Pruitt's furniture values our customer's and we want them to be happy with the purchase they have made. I have called and spoke to [redacted] . [redacted] has been given permission to come back into Pruitt's and re select to something of equal or greater value or she can return the merchandise for full credit. I will submit documentation once the reselection has been completed or the furniture has been picked up. 

Thank You 

MD Pruitts

customer service manager

To Revdex.com
complaint #[redacted]
Customer : [redacted]
 
I apologize on the companies behalf . There are several things in the complaint that the sales person should have went over with customer [redacted] . Pruitt's furniture does not schedule...

 furniture to be delivered  with a balance due. All order's do need to be paid in full prior to scheduling delivery .Upon researching the customer is correct when the sales person wrote up the order he wrote up the sku and model number for the recliner but in the description it shows the cocktail ottoman. I apologize this is an error on our part and was not caught at the time the order was being keyed in. This was not the customer's fault and I apologize that [redacted] was told that it was her fault . We value each and everyone of our customer's and we want there shopping experience to be a happy experience as we do value returning customer's . I am showing the customer is having delivery today for the cocktail ottoman. I can certainly refund back the delivery fee for the customer's inconvenience of her deliveries . I can have a refund check for $68.00 put in the mail. I will also bring this to Cody's supervisor's attention as I would not not [redacted] or anyone spoken to in this manner.Again I do apologize on the companies behalf and I do hope that in the future if there is anything I can assist [redacted] with I will be happy to help her.
 
 
Regards,
Pam C[redacted]
MD Pruitts
customer service manager

This is really the worst experience with an entity like Pruitt's. I purchased our furniture just one month back and there was issue with the Dinning table. There was a survey by the technician which lead to a replacement of the table. Since then we are trying to followup with the Store and every time we are getting a new date. When they are called on phone we put on hold for long time.

The quality of the Sofa that we bought is really pathetic . We hardly used the Sofa and one of the leg of the sofa is broken. I am not sure how it is going to be sorted out as we already frustrated with our previous dinning table replacement and still waiting for some positive answer from their end.

I am really disappointed with this and just wondering how can such a big name be so reluctant in serving their customer.

Thanks!

To Revdex.comcomplaint # [redacted]I [redacted] have received and reviewed customer [redacted] complaint. Unfortunatly on all mattress sales the manufactor will send out one of there service tech's to go out to the consumer's home to inspect the mattress. Not all defects...

however can be seen by taking measurements and is something that can only be detected if the mattress is laid upon. I apologize to Mr and Mrs [redacted] for all the inconvience and frustration this has caused. I have called and spoke to Mrs [redacted] and Pruitts will be replacing the mattress on Monday February 3rd 2014. Once the replacement mattress has been delivered I will notify the Revdex.com. Pruitts furniture is a reputable furniture company and we do value our customer's and want our customer's to be happy with their purchase.Thank You [redacted]MD Pruittscustomer service manager[redacted]

Review: My husband and I received a large sectional couch as a wedding present just over a year ago. We were able to pick it out and are generally happy with the couch. The issue is that the color of the couch has continually rubbed off on clothing. The couch is a dark chocolate color, and as such it stains white clothing. Bleach in laundry doesn't even take the dye out.

I have attempted to contact the Pruitt's location that this couch was purchased through, but it has closed down and any other time I've called I get nowhere.

I understand there being a bit of color transfer for a short period of time, but this is a year later and it is STILL happening. I'm past dissatisfied with this product.Desired Settlement: I would like a refund of the price of this couch PLUS the delivery charge so that we can purchase something else that does not stain our clothing on a daily basis.

Business

Response:

To Revdex.com

Complaint # [redacted]

I [redacted] have received and reviewed customer [redacted] complaint . Customer [redacted] did purchase a sectional from Pruitt's on January 28th 2012 . The sectional was delivered on February 2nd 2012 . Pruitt's furniture has a 1 year warranty for any manufactor defects . Attached is a copy of MD Pruitt's terms and agreement . I have researched the customers account and we have never sent a service tech out for any reason to inspect or repair the customers sectional . I understand the customer's frustration with the dye rubbing off on the customers clothing . We do value our customers and we want the customer to be happy with there purchases .The first step I would need take in resolving the customers issue would be to schedule to have one of our service techs to go out and inspect the customers furniture even though they are technically out of warranty . Once the issue has been resolved I will submit documentation .

If you have any questions please feel free to call me.

Thank You

MD Pruitts

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