Quality Furniture Company

Review: 12-1-2014 EXECUTED SALES ORDER TO PURCHASE 4 ITEMS, 1 DESK, 1 COUCH AND 2 CHAIRS. THEY PRESENTED A PRICE, WE AGREED AND LEFT A DEPOSIT. SEVERAL WEEKS LATER THEY DELIVERED 1 DESK, 1 COUCH, AND 1 CHAIR. WHEN WE TOLD THEM THEY WERE SHORT 1 CHAIR THEY SAID THEY MADE A MISTAKE AND WE ONLY PAID FOR 1 CHAIR. NO COMMUNICATION WAS EVER ATTEMPED TO INFORM US OF ANY MISTAKE. THEY DID NOT PRESENT THE MATTER TO US UNTIL WE ASKED UPON DELIVERY. WE COULD HAVE SHOPPED FOR OTHER BRANDS, HOWEVER WE ARE NOW COMPELLED TO EITHER ASK FOR A REFUND OR FILE SUIT. THEY HAVE REFUSED TO HONOR THE CONTRACT.Desired Settlement: DELIVER THE CHAIR AS AGREED.

Business

Response:

Review: This complaint involves not only a product issue, but also a customer service and refund issue.A stated delivery date of six weeks turned into 16 weeks. After purchasing what was supposed to be two very high-quality leather recliners, the cushions became badly misshapened and the dye began to wear off exposing a buckskin-like color underneath the dark brown finish on the arms, headrest, and foot rests. Definitely not the color wanted or ordered. It took ten weeks for the cushions to be replaced; and within two days, the new ones looked like the old ones. We have been trying to work this out for over 6 months; and have now requested that they take the chairs back and refund our money; but of course, no one is responding to this. We have been told that the problem seems to be that the warranty has expired; however, when we started this process, the warranty still had four months to go.It is apparent that these chairs are not the quality that a consumer expects to receive from Thomasville. All Western PA Quality Furniture stores, (Canonsburg, Wexford, and Monroeville) are owned by the same person, [redacted]; who provides the worse customer service weve ever experienced from any vendor. Tags indicate that these chairs were made in China nuf said! The Canonsburg store has been contacted at least once a week since in an effort to resolve this issue. In the beginning of this process numerous contact attempts were ignored; now they respond to phone calls and visits to the store, but only with stalling tactics - nothing concrete toward a resolution.Salesman, [redacted], has indicated a dock strike has slowed down an apparent attempt to replace the chairs. He's been telling us that for more than a month; however, we have been unable to make these people understand that we want these chairs picked up and refund of the price paid. I would never, ever recommend this store to anyone; poorest customer service I've ever encountered for any product or service in my lifetime.Desired Settlement: Full refund. Furniture order 11-11-13, but not delivered until 3-11-14.

Business

Response:

From: [redacted], Quality Furniture Co. DBAThomasville Home Furnishings Dear [redacted],I received your letter concerning 2 chairs that were purchased by Mr. [redacted], in Castle Shannon, We are aware of Mr. [redacted]'s issues and have been working with the factory to get resolved without much cooperation. I called Mr. [redacted] and explained that we are working for him and we will resolve as soon as we hear from the factory. There first offer was a 25% discount which we rejected and have continued to write them but have not received a response. We are no different than Mr. [redacted] if we allow factories to send us defective furniture and give the consumer there money back without support from the factory we will be out of business in a hurry. I explained that we work very hard to satisfy our customers and gave him the number to speak to Thomasville's consumer department and told him I would get the Attorney General involved if he did not have confidence in us trying to solve his issue. The late delivery was a problem due to dock strike on the West Coast but his issues are factory related and we hope to get factory support to solve.Sincerely,[redacted]Quality Furniture

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.

In mid-May, [redacted] again sent out his serviceman to take more pictures of the chairs. As far as this issue is concerned, we DO NOT consider it solved or concluded. All these people do is pass the blame to the next guy. I contacted the Thomasville factory, [redacted] (###-###-####); and was told that they would reopen the claim; hence that second visit from their serviceman and the additional pictures. They said they would get back to us, but have not done so.

Review: I purchased a Howard Miller Floor Clock (Nashua #[redacted] Serial #[redacted]) from Quality Furniture in Canonsburg which was delivered to my home in [redacted], PA on Nov 16th, 2015. The clock arrived with damage to the back portion of the lower frame (which I was willing to accept, however, noted on delivery slip). After the clock was placed in my entry way by the delivery men, the clock was noted not to be keeping time. Per the manual, the clock was to be leveled with batteries placed and left to "set itself for at least an hour". I was forced to level the clock myself as well as buy the correct batteries for it (quality furniture attempted to place AA batteries in slots that called for C-batteries). After completing the leveling and battery installation, I set the clock to the correct time (per the manual) and allowed it to run for 5 hours. The clock stopped at 9:39hrs. After resetting the clock again, I realized that no matter where I set the start time of the clock, it consistently would stop at the 9:39hr mark. I called the dealer (Quality Furniture - Canonsburg) and spoke with the manager of the store (David) THREE times since the original 11/16/15 delivery. All THREE times he assured me that I would be receiving a call from a repairman to fix my new clock. As of the date of this complaint (11/28/15), I have yet to receive any sort of follow up. In addition, the manager (David) was extremely rude, insulting and arrogant and stated that he was unwilling to replace our new purchase with working clock. So in summary, I have a clock for which I paid $1,032 which has not worked since the day of delivery and I am attempted 3 times in the last 12 days to have this issue resolved, only to be met with an unwilling manager of the Quality Furniture store in Canonsburg. I have also filed a complaint with the corporate office of Quality Furniture this morning, asking for their assistance in having this issue resolved. ALL I want is a clock that works!!!! This was a 50th bday present for my wife and has become an extremely disappointing situation. Thank you for your time and assistanceDesired Settlement: I would like this clock replaced with the same item but I only ask that the replacement actually works.

Business

Response:

We received the complaint filed by Mr. [redacted] , and we have spoken with him and told him we would get a new mechanism for his clock and would sent a repairman out to set up for him. The factory people believe that the issue is a bent hand that is binding at 9:39 each day (twice) I know that the clock ran for a couple of weeks in our warehouse and there were no issues with it. We are running a couple of weeks with our service and have changed our system so that we will let each customer know we received their issue and will get to it ASAP.We will not replace the clock itself as he paid $400.00 less and purchased a floor sample. But his problem will be taken care of. I told him it could take a couple weeks as they will send part from the west coast.Yu-Li C[redacted] Partner