Schewel Furniture Company, Inc.

Review: I purchased a sofa, loveseat, and recliner. They all recline. The right recliner on the love seat is broken, it will not recline. I called my local store and spoke to one of your employees, who had a gentleman call me back about ten minutes later. I explained my problem and asked what could be done to fix my chair. He informed me that the parts were still under warranty, but not the labor. I would have to pay to have it fixed. I have not had this furniture a year. No children to blame it on. My account has been paid off at least a year before time. If I was still paying on it, I believe I would not have had this problem. If I cannot get my chair fixed, then I cannot do business with your company. A chair that is less than a year old, and you want me to pay to fix it.Desired Settlement: Fix or replace my loveseat free of charge.

Business

Response:

We have thoroughly reviewed this account and the terms of the

warranty as it relates to this matter, and we regret any inconvenience or

frustration that this experience has caused. The loveseat in question was

purchased on October 9, 2014, and it included a one-year manufacturer’s

warranty for labor and a five-year manufacturer’s warranty for parts.

Therefore, the manufacturer’s warranty for labor was no longer in effect at the

time of the original complaint, which occurred on January 19, 2016. Ms.

[redacted] may contact our [redacted] store at [redacted] to arrange for repair

of her loveseat. However, while the necessary part(s) will be covered by the

warranty, she will be responsible for any labor charges incurred. This would

fulfill our obligations under the terms of the warranty.

Review: I purchase a bunk bed with twin and full frame with twin mattress {10-06-2016} and box spring {12-15-15} from Schewel Furniture Company Inc. [redacted] in [redacted]. I spoken to [redacted] store manager & Sales rep./salesperson in reference to a broken frame along with came in the store to make a payment showing the salesperson of the part of the bed beneath the full size bedding frame connecting to the bed post disconnect from the bed of the wood nails hanging from the bed endangering and not safety for my son. The store manager advised me that the technician [redacted] was out sick on December 7, 2015 but may return the next business day. The next day I spoken with [redacted] after he had returned and he stated that [redacted] did not have my name on his sheet for service/repaired and contacted [redacted]. This has continue until December 15, 2015 when I've made my last call and [redacted] which stated [redacted] will get to me as soon as he finish doing this deliveries. I state to [redacted] that I hadn't had the bed a month and it's still under the contract/warranty that I purchase of Schewel Furniture and persisted I needed assistance due to nails was a hazard and not safety for my child. She told me to buy some longer nails and do my own repairments to the bed. I told her that was their job so she replied to hit the nails with a hammer to take the nails out. Continuing she will send someone out December 17, 2015.Desired Settlement: Repairment or Replacement with discounted price of ALL items. Customer service wasn't a factor with manager nor tactics of this company from previous dealing. I'm very unsatisfied as I haven't had an account with this company in years. I wouldn't advise this company to NO ONE very unsatisfied.

Business

Response:

It is our

understanding that the issue has been resolved by the [redacted] store manager.

We are sorry that you received service that prompted you to file a complaint,

and we regret any inconvenience or frustration that your experience has caused

you. Thank you for the opportunity to look into this matter and make any

necessary improvements to ensure that our staff conducts itself in a manner

that reflects the high regard that we have for our customers.

Consumer

Response:

I have reviewed the response offer 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.

I'm not satisfied with this resolution. I asked for my bunk bed to be discounted.

Review: I have been loyal customer at Schewels for years now. I paid my account in full on Oct. 16, 2015. I went to the store yesterday (10/22/2015) to make a purchase. There should have been no problem with the purchase, however I was told that there was a note on my account which stated " all sales must be approved by me " and the "me" in question was Ms. [redacted]. She was not present in the store as I was informed that her mother had passed away, as I am sorry for her loss, but the world does not stop turning because of that. [redacted] the credit person who was to be in charge said she tried to call [redacted], repeatedly saying that she calls back when she see's the stores number on her phone. I sat in the store close to an hour waiting, they spoke with the store manager about this when I asked for the number to the corporate office and was told that NO ONE in the store could override her note on the account, I am not sure what the procedure is with this, I do not see it as being proper, as example if she left the company how would people be able to purchase an item ?? The store manager did allow a tentative contract to be made and signed which I have and have a copy of however merchandise could not be taken without her 'approval', which is an inconvenience especially to me, as I have never been treated this way since I began doing business with this company. I would also hate to see this happen to other customers especially when they have a 0 balance. Customers should come first, and this has been a real inconvenience that customers should have to deal with matters like this, and I find it interesting that a STORE MANAGER can not override this mess and fulfill the contract.Desired Settlement: To have my contract honored that I signed and to at this point have my merchandise released so that I may pick it up...as I should not be inconvenienced any further due to Ms [redacted] not being in the office. And for that note to be removed for reasons stated above.

Business

Response:

Our credit supervisor has contacted the customer and resolved the situation. She explained to Ms. [redacted] that the note in her file was due to a first payment default on her last account and not paying her December and January payments until February. It is standard procedure that in these instances, only the credit manager could approve future sales. Unfortunately our credit manager was out due to a death in her family, and while a credit supervisor should have been contacted, the staff believed that waiting another day would not be an issue as the customer stated her purchase would be Christmas presents for her husband. Our credit supervisor apologized for Ms. [redacted]’s inconvenience, waived the standard down payment typically required on previously delinquent accounts, and confirmed that the items would be available for pickup that day.Thank you,[redacted]

Consumer

Response:

I did speak with [redacted] and she explained what was going on and took care of this for me...however, I do not believe it was the staff's decision to make about not following normal procedure and call the supervisor..and leading me to believe that they had tried to contact [redacted] for 2 days..that was deceitful on their part towards a customer and was not their decision to make deciding since it was a gift for my husband for Christmas to assume they should have took it upon themselves to determine that I should wait...other than that I am very pleased with the service and help that Ms [redacted] gave me ...she was very pleasant to talk with and was straight forward with me as I also did appreciate the call I received from Mr Schewel. It is nice to know that owners still care about their customers. [redacted]

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

Regards,

Review: I bought a mattress and box springs from schewels in Lexington va in march 2014. It was defective and they returned that mattress and box springs even though they didn't want to return it. After I returned the defective mattress I upgraded to a more expensive mattress and box springs in June 2014. After a week and a half of having the new bed I called the store and the manager was suppose to return my call but didn't. When I finally got ahold of him I explained to him that when I slept in this bed I felt like I was rolling to the middle of the bed and that I would like to return the bed because it was also defective. He sent some guys out to look at the bed over a month later and called me and said that there wasn't anything they could do. I called the main company and they sent me back to the same guy once again. He also said that he would send those guys back out again to check the bed correctly because the first time they came they just looked at it. As of today 7-31-14 they still have not came out to check the mattress correctly. I have not slept in this mattress and box springs for almost 2 months now.Desired Settlement: I would like the mattress and box springs to be returned and taken off of my bill. I can't see myself paying for something that is defective.

Business

Response:

All warranties are through the manufacturer. Unless authorized by the manufacturer SFC has no control over returns.

Review: We purchased a living room set from this company.We paid 3.000.00 dollars for the set. After 2 years we noticed the furniture starting to peel. We notified the company and they told us at this time that the material was defective from the factory. They also said that the factory put out notice of compensation or repair of this furniture to them. We were never notified of any such notice. When we went to Schewel with our complaint, then they told us about the recall. They also told us that it was to late and that the recall was complete. We feel like we were not notified and that we were mistreated. We alsoFeel like we deserve new furniture or a prorate on our furniture. It is so embarrassing when company comes over.someone please help us in this matter!Desired Settlement: Replacement

We really like the furniture and we have been faithful customers with this company. We just want to be treated fairly,and come to some type of agreement.

Business

Response:

Based on our review, we discovered that Mrs. [redacted] has her extended warranty left. We will give her a 100% credit for her furniture.

Consumer

Response:

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

Regards,