Utah Furniture Direct

The best way to share my encounter with Utah Furniture Direct would be with the certified letter I sent to them which was ignored not just the letter but also emails and numerous phone calls. In the letter, I am very frustrated after 2 years of not getting the correct product and a lack of cooperation or communication from Utah Furniture Direct.

I finally was just able to get the couch into the house since your employees refused to accommodate a handicapped woman when they delivered it. It was being stored in a utility trailer outside of the house. I called everyone I know who had purchased from you and not one of them said that Utah Discount Furniture employees, refuse to help them get the furniture inside their house. I asked them if they paid a $200 charge as was quoted by your employees to bring the couch in the house and every one of them said no and that the delivery people were more than willing to bring their Furniture into the house without any extra cost. When I talked to you before the couch was delivered I told you that I would need it to be brought into the house. You never said anything to me about the cost of bringing it into the house. You may have implemented the cost of delivery into the house after I purchased the couch but not when I signed the contract. Why was I being discriminated against as a handicapped woman and not getting the same service you gave everyone else? I recently opened the box only to find out the couch is not the color I ordered. The color I ordered was kind of a tan color with little black specks in it and not the gray/green that you delivered to me. All my rugs and everything I bought to go with the couch do not match because it's the wrong color. What is your intention to take care of this 2-year-long battle of lies, false promises, being treated insensitively during the most difficult time of my life, and failure on your part to deliver the correct colored couch? Because of finances associated with my husband's death, I don't even have a house or a place to put the couch. I live with my daughter right now and don't foresee moving back into the house. I No longer have a purpose for the couch. You knew that all along and didn't care. However, if the couch had been delivered in a timely manner there wouldn't have been a problem with it because it would have been already in the house and my husband and I would have had a chance to enjoy it together. We didn't even know that my husband had cancer when we ordered the couch. I waited over a year to have the couch to be delivered and your company failed to do so before I asked to cancel it because my husband was dying and we needed the money for medical equipment. However, I didn't receive a refund in spite of the fact that your Utah Furniture Direct employee manager Randy promised me over and over again that I would receive my full refund. The Last Promise was during a conference call with my son who also heard the promise of a full refund. But you refused to honor the promises. And now here we are again redressing this because you delivered the wrong color of the couch.

The previous manager made no notes of our conversation for the current manager to review. Most of the dishonesty and broken promises were made by the previous manager who walked out on the company. However, I have in my call log the numerous phone calls that were made to Utah Furniture Direct showing the times of the communications. Along with the conference call that was witnessed by another individual. The original manager told me that my couch was delivered to the store but when I asked them to deliver it to me I was told that they sold it to someone else . Yet, they still would not give me the total refund I was promised. The new manager told me that I would have to pay a restock fee when they had sold the couch to someone else and it was not even in stock. This had to be the most frustrating business experience I have ever had and without any cooperation from Utah Furniture Direct other than delivering to me to keep a product, the color I did not order.

Complaint: ***
I am rejecting this response because: There customer service is very bad and I will let all my friends know not to buy from themThey are not up front with you and they tell you one thing and it comes out to be complety different I do not want there $bribe and will never shop there againI want other people to know what kind of business this is
Sincerely,
*** ***

The customer is completely correct about a part of her bed from Ashley furniture the corporation not the home stores in the area was ship in and was damaged. She pick up the mattress set for her son and when she purchased the product we offered because she was so close to do a free drop of delivery,...

but she said to just to let her know when to pick it up.  So on her invoice their isnt even anything about delivery.  We always indicated free drop off or our set up service.   on her invoice it stays no where about either.  We out of consideration to her offered to drop it off because the replacement piece for the bed she special ordered came in so late we offered to bring it over.  We didn't have any intentions of upsetting her or putting her out.  Our prices are in extremely low so low her friend at a popular larger store told her that our price was so good to go buy it from them.  Now we do feel bad for her inconvience or miss understanding so she is welcome to 50.00 dollars of I store credit to hopefully this will clear up any miss understanding and we will have it on file until July 1 2017 thanks you for your help

Replying to complaint.  We have called Mr mark [redacted] on several occasion and he doesn't answer his phone.  How can we Deliver anything if the customer doesn't answer the phone. He is not entitle to any type of refund what so ever.  We have been storing part of his product since the...

first of April and brought in a loveseat for him that was a return that we didn't no and then replaced it.  Since then he has not one time tried to contact us or even try to make arrangement for us to bring in the other pieces.  We cannot help someone that doesn't answer his phone and would be happy to make arrangement to deliver the new loveseat and the sectional to him asap please forward on to Mr Mark [redacted] Thank you Management