Runge Furniture

Review: April 5 2013 we purchased $4,643.83 of furniture from Runge; Two recliner couches, $1800 each a recliner rocker and coffee table. That day we took two pieces with us, the recliner rocker and coffee table. Two weeks later they delivered the recliner couches. A week later we called Runges to complain of defects with both couches. June 14, they finally sent two people to check our complaints, they agreed, after sitting on the couch they said it felt like sitting on a steel bar with no cushion. They told us they would have to order parts. July 11,12,13 called and tried to talk to a manager, none were available. Late July 13 finally talked to [redacted] Runge, he informed me they would pick up one couch for repair. I requested to have a replacement while repairs were being made and had to ARGUE, as I had donated our old furniture and need something to sit on. July 15, they picked up one couch for repair and left nothing for us to sit on. July 23 talked to [redacted] Runge and again requested something to sit on. He said maybe in a week they could do something. The next week they brought an old love seat with torn cushions as replacement. 11 weeks later approximately Sept 14 they returned one and took the other for repair. The repairs on the first couch lasted only a week. October 2nd we went and I talked to [redacted] Runge. I told him these couches were to replace two couches we had for a little more than 20 years and they are in better condition than these new ones and if I hadn't donated them I would love to have them back. He made me feel like an it for "whining and complaining" and nothing was resolved, but did tell me "YOU BOUGHT IT, YOU OWN IT." November 21 they brought the other couch back and took the first one in for repair again. They instructed to take the loaner love seat back but I would not let them. The repaired couch we have now AGAIN needs repair as the cushion has separated again and it feels like you're sitting on an iron bar. As a resolution I would like to have a refund for the two couches for it seems as though they can not repair them. I think its a little ridiculous to pay $3600 for couches you don't even have. Another sad thing is; we have a store manager/owner that refuses to even discuss the situation and we have to go to the Revdex.com for a resolution.Desired Settlement: A Refund for the Defective couches or replacement of equal value

Business

Response:

Today, January 21st is the 1st I have seen of the Revdex.com complaint.

I agree with the customer that this process has been way too long. However, on Saturday January 18th the last piece was delivered to the [redacted]'s. I was hoping it would all be resolved, but once again they are claiming that the piece that was returned previously to them was bad again. Mr. [redacted] sits on the front of the cushion instead of sitting properly into the seat and it is crushing the cushion edge. Runge Furniture is doing everything that [redacted] the mfg. has authorized them to do for warranty purposes. The repairs have to be sent to the factory instead of being done locally so the process has been slow.

I seriously doubt that [redacted] will pick up any of the pieces for repair because they most likely will claim abuse of furniture. Additionally, the pieces are covered in hair and are infused with smoke. Last year we sold 31 sofas and loveseats in the specific series the [redacted]s purchased. There has been only one other issue, and it was an electronics issue that was fixed in there home. Additionally, we have carried that series for a few years without incident.

We are not giving the [redacted]s their money back, nor are we going to have them reselect. We can pick it up and try to reinforce the edge ourselves, but I don't think that [redacted] will accept it as a warranty issue.

I do understand the [redacted]s frustration with the length of time and I too think it not good customer service. The problem is that on [redacted] Latitude products the repairs are all done at the factory. I don't agree with that policy, but unfortunately that is the way it is, and the warranty is repair not replace.

The [redacted]'s can contact us to schedule a pick up and we will do our best to try to make them happy.

As an aside, I never said you bought it you own it. Nor did I say anything like that.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

This is the kind of response I thought we would get from Mr [redacted], Taking NO responsibilty for the product he sells and to blame the customer. This is the first time in my67 year life I,ve been told I sit on furniture incorrectly.

Runge Furniture has a liberal layaway policy that lets customers pay a little each month for no restriction on length of lay away. However they will only cancel a layaway by crediting part of the payments toward a store credit. Although they carry a nice selection of furniture they do not stand behind their merchandise. They will not make refunds even when your purchase is defective. They will do an exchange but if you don't accept that they will not do anything else.