Puritan Furniture Mart, Inc.

Review: bought a new upper end couch , had it about 10 months and noticed that it was sagging , I called them and they said they would get back to me , they never called me back , time went by and about 4 months later I called them back , again they said they call me back , NO CALL BACK ever came , called them back and spoke to the manager ( Pedro ) , he checked it out and said that they have no record of me calling , and there is nothing that they are going to do about it , I guess they warrantee it until it breaks , PS , I should have went to Ocean State Job Lot or Big Lots . Thanks PURITAN FURNITURE , you taught me a lessonDesired Settlement: repair my couch !

Business

Response:

Puritan Furniture has ordered replacement cushions for the customers sofa. The customer has been advised that the cushions have been ordered. We will call when the cushions arrive and arrange for a service man to install the cushions in the customers home. Our customer is satisfied with this resolution.

Review: Nov 2013 I purchased new mattress from puritan the mattress have deep craters in them as if they were 20 years old they mattresses are now just 9 months old. I called the store in [redacted] and spoke to manager [redacted] and he was very nice and told me they are warranties for a year till this November and to call their service department in [redacted] store. I called this Monday August 4 tsh and was told by a women named [redacted] who works in service that some one would get back to me within 24 to 48 hrs I waited till Friday 5 days and no one called me so I called [redacted] again and was given a phone number to a service tech named [redacted] and told to just call him so I called and left two messages for [redacted] with no response. Finally a third call and the tech [redacted] answered and stated I got you message and I'm busy with my family so I call you back, so again I have been waiting and no call from service tech. So again I called the store and spoke to [redacted] and explained that their tech stated to me he was busy to please help me out here with this issue that all I want is a service tech to my home to look at they mattresses at witch time [redacted] stated to me that it's only mattresses. So I called the store back and requested the store manager a man named [redacted] answered and I explained the situation and he stated he would find out what was going on and get back to me still no call from anyone and no service. So I need to what to to to have this issue resolves I am 60 yrs old with back issues and can't sleep on my 9 month old mattressesDesired Settlement: I would like these mattresses to be fixed, replaced, or a credit given so I can purchase some kind of new ones at the same store

Business

Response:

Our customer called concerning the king mattress set she purchased in November of 2013. Arrangements were made for service to inspect the mattress. Unfortunately, the service tech had a family emergency and in the middle of the crisis, it was not communicated to Puritan Furniture that the tech. was unable to perform the service. On Saturday, August 9th efforts were made by another service tech to contact the customer and arrange a time for service. There was no response to that call. On Monday August 11, our customer service called twice with no response. The service tech took a chance and went to the home and finding the consumer at home at was able to perform the mattress inspection. The inspection indicated that the mattress was within normal standards. The mattress did not have any structural defects. Puritan Furniture does not take back mattress for comfort as stated clearly on our sales receipt. In the interest of good will Puritan Furniture will make an exception and is picking up the king set today 8/15/14 and fully refund the consumer the amount of $563.64. The consumer may now shop and buy something more to their liking.

Review: In the evening on August 7, 2014 I went into Puritan Furniture at [redacted].I sought to purchase a new bed frame and mattress. The salesman who assisted in the sale was named [redacted]. On Saturday, August 16th the bed frame and mattress where delivered. I paid $90 to have the furniture delivered locally. The two delivery men set up the bed frame I ordered. Then started to unwrap the mattress. I stated to them in front of my husband that it was not the bed I ordered. They said "well it has your name on it", they continued to unwrap mattress and place it on the bed frame, and quickly hurried out the door. The bed was for me and my husband. The bed we where sleeping on was broken and very uncomfortable. My husband has a bad back and we where looking for a more comfortable mattress. I followed up with a call to Puritan Furniture. I asked to speak to the manager. I ended up speaking to "[redacted]". I explained to him that the mattress which he, [redacted] ordered was not the one I requested. You see [redacted], sold me the more expense mattress. I did not order the lux "pillow top" mattress for a platform bed because, my husband is in chronic back pain. It would be and is uncomfortable for him to get up on it. [redacted] assured me that he would be speak to the store owner and get back to me. He stated that once the bed is mattress slept on they would not take it back. (This was the first I heard of this.) Well to this day, I have not heard back from [redacted] did not have the decency to follow up with me as to how this issue would be resolved. I would like to know where the controls are? The salesperson takes care of complaints on sales he has made. Who knows if he ever spoke to his boss to let him know he, [redacted] made a mistake. These business practices are not ethical.Desired Settlement: I would like a mattress set at a very discounted price.

Business

Response:

Our customer has been contacted and offered a pick up and refund of her mattress ($369.99 plus tax). She has accepted the offer and will contact me to schedule the pick up when she has found another mattress.

Thank you