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Walker's Furniture, Inc.

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Reviews Walker's Furniture, Inc.

Walker's Furniture, Inc. Reviews (5)

Walker's Furniture & MattressSpokane WAI am writing is response to Customer Complaint ID[redacted], [redacted].They purchased a Serta Insight queen size mattress with an adjustable base.  Including the 2 free pillows the purchase price with sales tax was $3004.24 not $4,000 as stated in...

the complaint.Attached is the photo that was taken by the delivery team show no discoloration or stains on the mattress at the time of delivery.Also attached are photos of the mattress that were submitted to Serta which show stains on the mattressAll mattress manufacturers including Serta's warranties are voided when they are stained.  Stains, soiled or bodily fluid penetration on the mattress voids any warranty for repair or replacement.Bodily fluid stains are a health concern with possible transmission through contact with others.  Our Kennewick store contacted the customers and asked the customer to clean the mattress cover.  They cleaned the cover and we exchanged their mattress for a new mattress.This mattress will not be warrantied by Serta because it was stained.  We gave the [redacted] a new mattress and we will not be able to return this to Serta for credit.We did this to provide Exceptional Customer Service even though the manufacturer's warranty was correctly voided due to the staining.I called and talked with [redacted] and told her that we will bring her a Mattress Pad Protector for free and she needs to put it on the mattress to keep it from being stained again which will void her warranty.If there is another warranty issue w  will not replace the mattress again if it is stained.  It is my understanding that this mattress is used 24/7 and must have a mattress protection pad on it.If you have any questions, please call me.[redacted]Walker's Furniture & Mattress [redacted]"Exceptional People Providing an Exceptional Shopping Experience!"

We purchased all new furniture for our 2nd home. We were pleased with the style of the furniture. It isn't top of the line, but it looks nice. Several pieces did arrive damaged, but Walkers did replace without any problem. The sales staff was great too. My opinion of Walks went negative after I started having a problem with my dining room table after about 6 months. I have never placed anything directly on the table and have only used place mats or a table cloth. Faint lines developed all over the table. I called Walkers and they sent a man out to inspect. He said there is nothing you can do about it and it is just the table. He stated if they brought another one, it would do the same thing. I called the Mgr of the Spokane Valley store and he stated the marks were for dragging items on the table. I explained that wasn't the case. He said he would have someone at corporate call me back. After several emails and phone calls, I have yet to get anyone to call me back. It has been months. The table is still under warranty and they still wont help me. Don't go to Walkers as they do not stand by their products and their warranty is meaningless.

Review: I purchased a funiture set from Walkers in March with a one-year in homeWarrantee, and a 5 year unlimited warrantee. After months of the power recliner not working properly I called to make a claim on my one year in home warrantee. I was told because I did not have the furniture delivered by Walkers that I needed to pay a $65 fee for the service call. At no time was I told the one year warrantee was limited if I picked up the furniture myself. On their paperwork under their warrantee definition it does not state the warrantee is only valid if delivery is rendered to the customer. It does say they maybe a charge; however, the definition is not defined as pick-up/delivery options.Desired Settlement: I would like my couch fixed under the warrantee I was offered.

Business

Response:

In our 33 year history we have never offered a defined "one-year in home warranty." We offer a one-year warranty on our products. If an item is delivered we offer a one time (at no charge) service call into the customer's home. If an additinoal service call is required, the customer is charged a service call fee. One of the benefits of paying for the furniture delivery is that we will go to the home one time. If an item is picked up from our stores or distribution center we still offer the warranty but we have the customer return the item to where it was picked up or if an in home service is needed we charge a $69 fee. That is what we have always done. Our warranty is valid whether the furniture is delivered or picked up by the customer.

There must have been a misunderstanding in either how our salesperson described our policy or perhaps they didn't explain it correctly. Our one year warranty does not require a delivery fee being charged. The warranty is still valid. The 5 year protection plan, after our one-year warranty has expired, does send a service technician to the home at no charge.

Because of the misunderstanding, I will have our store manger call Mr. [redacted] and schedule our service person to come out at no charge for this service call.

I apologize for the miscommunication and we will contact Mr. [redacted] within the next few days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9592715, and find that this resolution is only satisfactory to me, if and only if I get a call from the store manager. it's been four days now since their reply and no one has contacted me.

Review: Purchased Bench Master swivel Chair and Ottoman, Aberden, SA 2 pcs, Taupe on 7/27/13. Informed, in person, Walker's Furniture on 8/13/13 the chair has loose bolts and does not stay upright when the handle mechanism on the right side of chair it tightened. [redacted] a repairman was sent on 8/23/13 to inspect and repair chair. He informed me it was not repairable and needed to be replaced, per my 1 year warranty agreement for purchase over $100. The cost of chair before tax: $249.95. He informed me Walker's would call me with a time to deliver replacement chair. As of this date, 9/26/13, I've not heard from them Walker's Furniture.[redacted] also informed me I would probably need to pay a delivery fee of $69.00 for replacement chair. I would think since the chair is not fixable and needs to be replaced under my warranty agreement, there would be not charge for delivery of replacement chair and I told him this. This is one of a series of on-going problems with Walker's Furniture on E. Boone. I received a copy of the invoice for purchases on 5/21/13, but not for purchases on 5/25/13 and 6/20/13, I made over the phone after seeing merchandise in the store. I requested copies from salesman, [redacted] at least 3 times. He and [redacted] the storemanager, kept putting off providing the invoices, telling me they had to get information from the bookkeeper. After writing [redacted] and letter, sent by Certified Mail, on 8/10/13, requesting invoices for proof of purchase and warranty on merchandise, he called me on 8/13/13 and informed me I could come pick-up the requested invoices, which I did on 8/13/13. I was also not informed, after paying for purchased furniture, some of the furniture would not be delivered for 5-6 weeks, due to being out of stock. I was told I would have to pay another delivery fee which I refused to pay, as it was not delivered at time of purchase with other items purchased.Now I'm having this problem getting the chair I was told need replacing replaced.Desired Settlement: Replacement of Bench Master Chair as described above with new chair, at no delivery cost to me, per my warranty agreement. I want [redacted], salesman or [redacted], storemanager to call and arrange a delivery date, in my area of town ASAP and when I'll be home

Business

Response:

I did not want to respond until after we had this solved.

We delviered a new chair to the customer earlier this week at no charge.

I believe this has taken care of this issue.

If not please let me know!

Thank you,

Walker's Furniture and Mattress

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We bought a couch and loveseat from Walkers, paid for delivery and extended warranty. We agreed upon a delivery date with promise of a call telling us when we might expect delivery within a 2 hour time-frame.The day before delivery, we gave away our old set. We had to sit on folding camp chairs. My husband has had 2 strokes and is not well. The only reason we bought this furniture is so he can be comfortable as he cannot get out much. The day of delivery, my husband is in pain from sitting in the folding chair. He has not recieved a call and is panicking because he second- guessed that it was not the right day, or the furniture would not be delivered. He cannot use the phone well, so he emailed me at work because he can't always communicate with others well. I called and was told thet there should be a voicemail or something telling the delivery time. No one had called either phone. They gave me a time-frame which was honored.I called to complain and got a voicemail 2 days later. I work and go to school, so I can't always answer the phone. I have been calling back every since, but only get voicemail and no return calls. I want them to know because of the poor customer service from the delivery people I had to take my husband to get Meds for his anxiety and panic. This is a man who served is country with over 50 jumps, 2 HALO jumps into a war zone. He is reduced to this. His pride is shattered.Keep in mind that the sales people, namely [redacted] was great. The loveseat was defective and she promptly sent a new piece without question.I just wish that customer service was as it was before. Seems they get your money, they forget about you.Desired Settlement: A formal apology to my husband and maybe something to ease his broken pride. He took care of us by serving his country, but why now does no one care?

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Description: Furniture - Retail

Address: 15 E Boone Ave, Spokane, Washington, United States, 99202-1704

Phone:

513 0 0
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