Trivett's Furniture

My daughter n I went shopping for furniture for her house ( family room) she picked out a recliner chair that the sales lady n manager said they had one in the warehouse , a chair was delivered the next few days , but it was the floor model , one that was sitting on the floor for God knows how long and with covid how many people sat on it , we absolutely know it was the floor model because my daughter is smarter than Trivetts( she slipped 2 sheets of paper down along the inside of the seat cushion) which was still there when they delivered the chair , so they didn’t even try to clean the fabric before it was delivered . My daughter had the driver quickly call the store and talked with the sales lady Beth, they gave us 10% off but ,I also purchased a sofa n loveseat for almost $4,000 , I canceled the items for fear they would send the floor models that were in the store . We didn’t lose! Trivetts lost because we canceled the two pieces and most importantly they lost a great customer . They never answer there phone and are dishonest ! When the manager , Shannon , asked how did we know it was the floor model and I told her what my daughter did , the look on her face was priceless! My daughter the smart one , smarter than the ones running Trivetts furniture ! By the way , its been over a week since I canceled the two pieces and no confirmation, I made a trip into Trivetts on September 9,2022 and requested it again , we’ll see how long it takes - get back if and when it does ! Have a great day ! Janice Klimchak

We spent $4,000+ for a couch and ottoman at Trivetts. We paid for it 3 weeks ago, and it will not be ready until FEBRUARY. However, the wait is not what has infuriated me. I am VERY angry because I wanted to make a small change to the ottoman shortly after the order was placed, and they have told me this cannot be done.

Given that I have to wait 7 full months to get this couch, I cannot imagine that they have actually started making it and can't accommodate my minor request. Trivetts won't even let me cancel the ottoman and re-place the order with the desired change.

It's bad enough to have to spend $4K on a couch that takes 7 months to arrive. But to not even be able to make a minor alteration to the order within a few weeks of placing it is absolutely outrageous.

This is the first time I've shopped at Trivetts and sadly, it will be my last.

Good Afternoon,We here at Trivetts would like to thank you for bringing this to our attention. I am pleased to advise that the extended warranty has advised they are working to address the consumers concerns at this time and has advised all concerns are being addressed accordingly with the extended...

warranty company. Please let me know if I can be of any further assistance with this consumer.Best Regards,[redacted]

Good Afternoon,I have been advised by your office that additional information of the return date was required at this time. I have been advised that the merchandise is estimated to arrive back from the manufacture on 1/15/15. As soon as the item has been received back into our distribution center we are pleased to coordinate a re-delivery for Mr. [redacted].In regards to the compensation request, Mr. [redacted] has been advised we would not be able to approve his specific request of a $[redacted] refund for any inconveniences he may have experienced. I did request that the consumer advise if there was anything additional that we could do to make this right for him and he was advised he would not be receptive to any additional offers outside of the $[redacted] refund requested. Please rest assure that while we are not able to accommodate his request for compensation we will continue in our endeavors to make this right for him. Please feel free to contact me with any additional questions or concerns you may have in the interim. Best Regards, [redacted]

Good Morning, We here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been in contact with the consumer to address their concerns. The consumer has been advised that while their manufacture warranty has...

expired we want to assist with their concerns so that they may enjoy their merchandise in home. Parts have been ordered to address the pull handle concerns and the consumer has been advised that we will schedule a service technician to install at no additional charge upon receipt of the parts. The consumer was also advised that we have found no correlation of a manufacture defect and that the continuation of the pull handles breaking is due to normal wear and tear and/or use of the product. However, we do certainly understand the consumers concerns and doing everything in our power to address their merchandise concerns.Best Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

Good Afternoon,
 
Thank you for bringing this consumers concerns to our attention. Please allow me to apologize on behalf of Trivetts Furniture for any inconveniences the consumer may have experienced with their most recent purchase. We are pleased to do everything within our...

power to ensure all concerns are fully resolved to the consumers satisfaction. Our customer care department has been in contact with the consumer and are diligently working to address her concerns. The glass doors have been ordered for replacement and are scheduled to deliver to the guest with in 7-10 days. The consumer has been updated as recent as 12/12 in regards to the status of resolution. We are confident we will be able to resolve the consumers concerns in full upon receipt of the replacement parts. We will continue to remain in direct contact with the consumer until all concerns have been resolved in full. Please feel free to advise if I can be of any additional assistance to the consumer in the interim. I am pleased to provide an additional update upon parts received and completion of resolution. 
Sincerely,
Deanie F[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.The company continues to pass me from customer service to the sales team with no one taking responsibility for the issue.  I have been without a couch for almost 4 months, I have driven 1.5 hours to pick up my furniture, and I have also taken a day off from work to be home for delivery and I still have not received my furniture.  I want a partial refund and that is the only resolution I will accept.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

Good Afternoon,Please see below for the recount provided to Revdex.com in email format to ensure all information provided is centralized to one location: I would like to take a moment and overview our contact with this guest as it is my firm belief that we have truly tried on multiple attempts to make this right with the consumer.  On multiple occasions he has either proved unresponsive or delayed in response to our communication and at times unwilling to work with us towards a resolution. I do understand that it is our responsibility as a retailer to take the proper steps to ensure customer satisfaction, however, it is of equal importance that the consumer is just as eager to work with us in doing so. Please see the bullet points below for a better understanding.·         After bring brought to our attention our customer care department contacted the consumer on 10/26/2015·         10/30/15 a service tech was sent to home·         Lost communication with the consumer, an email was sent on 12/12/15 advising we made multiple attempts to contact and were unable to reach him and requested the consumer to respond. No response received from the email·         2/10/16 after no response we received a chargeback due to the concerns·         Chargeback was dismissed as we were able to show our efforts to resolve and a lack of communication from the guest          2/10/16 cust svce attempted to contact guest to sch undelivered merchandise and exchange and was unsuccessful at making contact·         2/15/16 Consumer reached out to me via email seeking refund and assistance. I responded via email and phone and cust was unavailable to speak until 2/17·         4/9/16  Consumer was scheduled and received delv of undelivered items and exchange. I personally inspected and verified the order prior to delv. After delv I contacted the consumer via email and phone to confirm all went as expected. I received no response from the consumer until one month later on 5/12/16 whereas the consumer advised items were refused. Please keep in mind 72 hours is considered an appropriate response time to advise on damaged merchandise·         Items were reordered. Please keep in mind these are special ordered for the consumer and do take time to be received from the manufacture because of·         7/26/16 I emailed the consumer advising the desk base, tv stand and cocktail table were available ready to exchange·         8/22/16 Almost one month later the consumer responded to my email to schedule the exchange·         8/26/16 The exchange was scheduled per his requested date and the consumer was given an “estimated delivery window” of 3-6. At 6:05 the consumer was advised the drivers were behind schedule and in route whereas the consumer advised he would not wait and was leaving his home. Please keep in mind per our terms and conditions delivery windows are offered as a courtesy, however, the consumer is expected to be home for the duration of the delivery day. Under any other circumstance the consumer would have been charged a re-delivery fee due to our cost incurred for a not at home·         The consumer was advised to contact us to schedule the redelivery. The consumer did not do so·         9/15 Consumer resurfaced regarding undocumented prior damage. Pictures were requested. ·         9/28/16 Consumer responded to email and no pictures or additional information was sent·         Shortly thereafter the case was closed due to lack of appropriate communication with the consumer and due to time lapsed In response to the consumers most recent response I have advised the Revdex.com we were and are prepared to exchange the coffee table, tv, stand, and small desk base as at no time has there been an agreement to exchange the table top and has since been added to the request of exchange. In direct regards to the dresser parts were ordered and received to our distribution center in 9/2016, however, due to limited contacted with the consumer service was not completed. We are pleased to reordered the parts for the drawer for the dresser and send to the consumer for self install. In regards to the file cabinet, I have been unable to find any documentation since the involvement of the Revdex.com. However, should parts be available for the drawer we are pleased to investigate into shipping for the consumer for self install as well. The Revdex.com was advised due to the time gaps in communication and the time surpassed we  will need visual confirmation of the current condition of the merchandise in the consumers home prior to moving forward.  Sincerely,Deannie F[redacted]

Good Afternoon,I have been advised by your office that additional information of the return date was required at this time. I have been advised that the merchandise is estimated to arrive back from the manufacture on 1/15/15. As soon as the item has been received back into our distribution center we are pleased to coordinate a re-delivery for Mr. [redacted].In regards to the compensation request, Mr. [redacted] has been advised we would not be able to approve his specific request of a $500 refund for any inconveniences he may have experienced. I did request that the consumer advise if there was anything additional that we could do to make this right for him and he was advised he would not be receptive to any additional offers outside of the $500 refund requested. Please rest assure that while we are not able to accommodate his request for compensation we will continue in our endeavors to make this right for him. Please feel free to contact me with any additional questions or concerns you may have in the interim. Best Regards,[redacted]

Good Afternoon,we here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager contacted the customer on 6/4/15 to further address their concerns and was placed on schedule to receive delivery on 6/5/15. At this time all cocnerns...

have been considered fully reloved and services have ben fully rendered. Please feel free to reach out to me should the consumer require any further assistance and I will be pleased to assist.Best Regards,
[redacted]

Good Afternoon,
 
We here at Trivetts would like to thank you for bringing this to our attention. I am pleased to advise that the extended warranty has advised they are working to address the consumers concerns at this time and has advised all concerns are being...

addressed accordingly with the extended warranty company. Please let me know if I can be of any further assistance with this consumer. 
Best Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
Ms. Deannie F[redacted] please, no more finger-pointing. If you have reviewed all the phone calls records/emails I provided, you would see my agonizing attempts of talking to many many people (Carl, Grayson, Thomasine, Sherry, Sherry #2, Stephanie, etc...) to resolve the problems.  FYI - Trivetts was not supposed to charge the second payment until full delivery.  When Sherry called me to schedule the delivery, she said she had everything, so I agreed for her to charge the second half of the payment.  Then the next day she called and stated that the executive desk was not on the delivery truck or in the warehouse, but she has placed an order to get it, and so I still let her charge the payment with the big faith that Trivetts will delivery. On the day of delivery, I called Carl (my sales guy) immediately when I noticed so many problems (scratches, damages, missing parts, missing items), and he advised me not to accept anything not in fully good condition.  Then the driver kept convincing me that Trivetts will fix those broken items.  Being a good customer and with big faith in Trivetts, I accepted most items.  And yes, the first field tech sent out from Trivetts to survey my furniture problems was very promising since he said he would report everything and Trivetts would address all problems.  In fact he called me a couple of days later to assure me.  Then I just waited, waited.... At the end Trivetts can no longer locate the report from the first tech, and nothing was ordered. I know this because when I called Sherry to inquire about it; she had no clue what I was talking about and said nothing was ordered.  After I filed a complaint, another tech was sent out. Then after the second visit, I waited, waited..... I don't believe Trivetts has the second tech's report either.  Good thing is, this time I took a picture of his paperwork, as I have provided on this complaint. Ok, let's forget the unhappiness.  If a third tech visit is needed, please send him/her out to my way. Please schedule the visit as soon as possible, I will make myself available.  By the way, the coffee table has not been used, just sitting there.  My office has not been set up because of the pending repairs/replacement.  Thank you and look forward to closing this out.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
Normal wear and tear does not brake within two months and continue to do so for a year and a half repeatedly. I have other couches and recliners that are over ten years old that have moved across this country due to being in the military and have never broken. If this was you, you would want and expect more to be done to remedy the situation. Your product has continuously broken due to faulty or cheaply made pull handles since the second month we had the sectional. Continuing to band aid  the problem does not fix the problem. I feel money back and pick the set up would fix the issue.
Regards,
[redacted]

Good Afternoon,
 
We here at Trivetts would like to thank you for bringing this consumers concerns to our attention. On behalf of Trivetts Furniture please allow me to apologize for any inconveniences the consumer may have experienced with their most recent purchase. I am pleased...

to advise all concerns for this consumer were resolved on 5/31/16  with an exchange of a top rail for the bunk bed. Our customer care department has followed up with the consumer and we were advised services have been considered rendered in full to the consumers satisfaction. Please advise if we can be of any additional assistance to the consumer.
 
Sincerely,
Deannie F[redacted]

Good Afternoon,
I have been advised by your office that additional information of the return date was required at this time. I have been advised that the merchandise is estimated to arrive back from the manufacture on 1/15/15. As soon as the item has been received back into our distribution center we are pleased to coordinate a re-delivery for Mr. [redacted].
In regards to the compensation request, Mr. [redacted] has been advised we would not be able to approve his specific request of a $500 refund for any inconveniences he may have experienced. I did request that the consumer advise if there was anything additional that we could do to make this right for him and he was advised he would not be receptive to any additional offers outside of the $500 refund requested. Please rest assure that while we are not able to accommodate his request for compensation we will continue in our endeavors to make this right for him. Please feel free to contact me with any additional questions or concerns you may have in the interim. 
Best Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please notate that per the consumers advisement their complaint is specifically directed with their extended warranty company. Please be advised that Ashley Furniture...

Homstores does not own nor operate the extended warranty company. Should the consumer have any further concerns with the aforementioned company the complaint would need to be redirected to the appropriate parties. We do however, want to ensure we have exhausted all efforts in resolving any concerns our consumers may experience with their purchase.I have taken the liberty to review all information and correlating pictures from the consumer in regards to their merchandise concerns. I sincerely apologize, however, my findings in pictures reviewed showed improper care of the merchandise and did not appear to be of normal wear and tear. At this time we would not be able to provide any service to the merchandise directly because of the current condition of the merchandise. I have included picture documentation to support our findings. At this time the consumer would need to be redirected to their extended warranty company to re-file a claim.Best Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
Do not have direct contact with the delivery company. I need to go through the furniture store to get to  them. I did receive a message that I will be reimbursed for the driveway light. I will close this case if the reimbursement check arrives.
Regards,
[redacted]

Good Afternoon, We here at Trivetts would like to thank you for bringing this consumers concerns to our attention. On behalf of Trivetts Furniture please allow me to apologize for any inconveniences the consumer may have experienced with their most recent purchase. I am pleased to advise all...

concerns for this consumer were resolved on 5/31/16  with an exchange of a top rail for the bunk bed. Our customer care department has followed up with the consumer and we were advised services have been considered rendered in full to the consumers satisfaction. Please advise if we can be of any additional assistance to the consumer. Sincerely,Deannie F[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
As of today, I still have not received the furniture I paid for.