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Serrano's Furniture

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Reviews Serrano's Furniture

Serrano's Furniture Reviews (6)

Yes, customer has had some service issues on chairs and we have been out twice to customers home to repair or exchange the pieces. Dining set was delivered 9/17/2016 so customer has had in their home over 8 months, It is still under warranty and like we have before we will fix or exchange the...

problem with the chairs but cannot return for refund. We are also willing to allow customer to exchange Dining Room set as another option, customer paid $1199.99 before taxes and delivery for Dining Table with 6 Chairs, so they could get something of equal value or pay the difference if they would like a set of higher value which we would recommend to get something of better quality.

Serrano's Furniture first and foremost apologizes for the said treatment on our behalf.  The incident has been addressed.  Unfortunately, we are unable to go into grave detailregarding the entire situation.  However, Serrano's Furniture stands firm and will not condone for the...

mistreating of it's consumers.  We thank Mrs. [redacted] for taking the timein bringing the situation to light and will use the scenario for training to avoid this in the future.  Mrs. [redacted] may contact our corporate office @ [redacted] for future needs, and resolvingof pending matters.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have to say something about this resolution.I will like to exchange the dinning table for other and no charge of delivery and pick up.If the exchange  is less of the price refund the difference.For example my wife choose one of the price $1099.00 dollars that price out the door and  refund the difference.Please let me know about my suggestion.Thanks.My phone ###-###-#### or em-mail me.Call me after 4:00 pm please.

Yes customer originally purchased a bed on 11/25/16 with a $100 deposit and on 12/4/16 we allowed customer to re-select to a Dining Set which is not something we usually do. On the invoice the customer signs it states "All Sales are Final, No Refunds or Exchanges" which the customer signed on both...

invoices. After customer re-selected to the Dining there was a few phone calls made in attempt to notify her dining set is available and for her to come and pay the balance for us to deliver in which we didn't get an answer.  After not hearing from customer for over 2 months sale was cancelled, but we did offer her as she stated full credit to use the $100 towards another purchase or for the dining set which we still have available. If customer had communicated better with us we might have been able to work something out but that wasn't the case and our policies are clear on the invoice which she signed twice.

Initial Business Response /* (1000, 12, 2015/08/10) */
This letter is in response to a letter we received from this department relating to a customer complaint which case number is on the RE: U. We received the complaint letter on 08/05/15, because it was forwarded to the wrong branch address. We...

are forwarding copies of the services issued for Mr. [redacted]. The first service was issued 08/03/2015 due to a scratch on a corner wedge which was exchanged on 08/05/2015. The second service on 10/12/2014 was due to Mr. [redacted] stating the sofa squeaked and that service was resolved on 10/22/2014. Never had Mr. [redacted] stated the sofa was broken.
On the last service in question made on 03/29/2015, Mr. [redacted] stated the cushion seats squeaked and were sinking. We ordered the cushions from the manufacture since indeed, the sofa set had a one year manufacturer warranty. Unfortunately the manufacturer was delayed in the shipping order of the cushion seats because it was on backorder. We had an open communication with Mr. [redacted], to let him know of the situation, and reinstated to him that we were in constant communication with the manufacturer representatives. We finally received the cushion seats 07/31/2015, and called Mr. [redacted] to have his sofas serviced on our next business day. We are currently In the process of resolving his service.
We tried to the best of our abilities to resolve and keep an open communication with Mr. [redacted], and our customer services is of great importance to our business. If there are any further questions regarding this matter, please do not hesitate to call us on the phone number given above.
Initial Consumer Rebuttal /* (3000, 14, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no no la acepto por que les dije desde 3/29/15 y apenas trataron de darme una solucion supuestamente manana me los entregan manana y les falto arreglarme los respaldos del sofa hoy 8/10/15 me hablo [redacted] de serranos furniture y me dijo que no podia arreglarme los respaldos por que la garantia ya se habia vencido y que no podia hacer mas por mi me pregunto por que esperaron hasta el ultimo momento para tratar de arreglarlos fueron casi 4 meses para tratar de darme una solucion a medias y no estoy conforme y quisira saber si hay alguna manera de solucionar esto o si pudieran orientarme ya que sus sillones yo ya los pague y me voy a quedar con unos sillones que no sirven de haber sabido hubiera hido ala segunda a comprarlos al fin yo ya se que ahi no hay garantia les doy las gracias a uds Revdex.com y si pudieran orientarme un poquito mas ya que la verdad no estoy conforme con el servicio que serranos furniture me dio gracias
............Translation...................
I do not I do not accept that offer. I have tried to get this resolved since 3/29/15 and they just now tried to give me a solution. Supposedly the cushions are going to be delivered to me tomorrow. They have failed to fix the backrest of the couch. I received a call from [redacted] indicating that those could not be fixed because the guarantee had already expired and could not do more for me. I wonder why they waited until the last moment to try to fix them. I would like to know if there's any way to fix this or if you could guide me as I have paid the item off but they are nonfunctional. If I would have known I would have bought them from a lower quality retailer. I am not satisfied with their service.
Final Business Response /* (4000, 24, 2015/09/24) */
We have addressed the issues claimed by the customer from the above case number. we are currently servicing the backrests of the customers sectional. If further questions or concerns arise feel free to contact us.
Final Consumer Response /* (4200, 26, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
buenos dias para informarles que mis sillones ya fueron reparados tarde pero lo hicieron y darles las gracias a uds Revdex.com muchas gracias

Initial Business Response /* (1000, 8, 2015/11/19) */
Contact Name and Title: I[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@gmail.com
We are sorry for the miscommunication regarding Mrs [redacted] purchase. All pricing for items in our showrooms...

are itemized and packaged, mattresses are priced individually because not all are purchased with boxspring. Like in this case the bed that was purchased is a Platform bed which doesn't require a boxspring foundation because they have a slat kit that supports the mattress. I understand that there could have been a misunderstanding or miscommunication but to be clear Mrs [redacted] was not charged for the foundation, only for the mattress and we think its fair that if she wants the foundation she should be charged for them. Now we are willing to sell them to her at our cost instead of retail because of this situation. Retail on the two boxsprings is $260 but we will only charge her our cost of $180 for them even though we suggest that she doesn't need them.

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Address: 851 E Bardsley Ave, Tulare, California, United States, 93274-5658

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