Furniture Fair, Inc.

I bought a very expensive living room set from Furniture Fair in Eastgate, we were there for hours looking for a recliner. I have lymphedema in both legs and I need to keep the elevated as much as possible. After finding a good fit for me I was told the chair wouldn't be in stock for months. I was so tired by then that almost any chair felt good to sit in. I thought I found a good fit in another chair and was told that it also had a matching couch and love seat. I bought the set which was about $4000.00. After waiting another week for delivery when it came the recliner was very uncomfortable for me and what I was told was 100% leather didn't look like real leather at all but it looked like bonded leather. I called the store and explained the the person that answered the phone and she said the salesperson was off and would call me the next day. I waited for the call but it never came so I called the back. I explained again and was told the salesperson was off again. A while later the manager called me back and again I told him the story. He said the furniture was real leather and they would exchange the set but they charged 20% restocking fee because they didn't sell used furniture. I am not paying the fee so I guess I an stock with something that is not a fit for me. This is just a buyer beware and DON'T SHOP AT FURNITURE FAIR.

My mom [redacted] years which is currently financing a mattress set she purchased from furniture fair about 5 months ago. IN January we called and a service man for the company came out and after he did his test . agreed there was a defect . when furniture fair called back they talked with my husband [redacted]. [redacted] was told by a manager there was nothing they could do about this because the sunken hole was not deep enough. per the manager the defect was only 1. inch .25 it needs to be 1 1/2 inch before they can replace this . My mom has worked all her life she don't desire this we need help . when she sleeps in her bed in the middle is where the hole is and trying to get out is even worse because she has back problems and this has made it worse. When my husband called back on 2/1/15 to see if another service man would come out because the mattress is NOW worse he was told it will be three wks . I ask you what if it was your ** year old mother laying in this bed. I just want my mom to be comfortable. she can not afford to get another mattress with her fixed income . please help us . This not good customer service Thank you[redacted] her daughterProduct_Or_Service:[redacted]Account_Number: [redacted]Desired Settlementa refund or a better mattress set , but if this is how they treat customers we will take the refund and go somewhere else Business Response Claim # [redacted]We spoke with the customer after this this Revdex.com was put into place. She called in and spoke to us personally. We contacted [redacted] and asked to authorize this mattress as a one time courtesy for the customer and we got it authorized. This customer has a new matter how his mother now in his home. They are now fully aware of [redacted] policy on there mattress warranties. [redacted] Service Dept. Furniture Fair [redacted] Ext [redacted] & [redacted]

customer service and delivery delayI put a sofa and love seat on order on the 3rd of January and was told that it would take about 2 weeks to come in. After the 2 weeks had passed I went into the store and was told that [redacted] the store manager would ensure that I got free delivery and the tax I paid back upon delivery of the furniture and he said he called his distributor and he would ensure a drop dead date of the 27th of January. I went into the store again this afternoon the 28th to inquire and was told by [redacted] that the date got pushed back to the 31st. I asked again why it was pushed again and he rambled on about how the shipment this and that and I told him "that is not my problem" and he replied with "well it isn't mine either." I also purchased a recliner and he is refusing to refund the sales tax I paid on the recliner unless I return it 45 minutes away at the warehouse and he couldn't even insure that they would take it back so I am forced keep the recliner and pay for it even with his extreme lack of logistical knowledge and basic customer service. Desired SettlementI want him to come pick up the recliner and give me back the 50 dollars in sales tax he owes me which he promised to refund even prior to me canceling my order. I also am requesting a formal written letter from the company on behalf of Jim apologizing for his extreme rudeness and lack of basic human respect. Business Response Customer purchased on 1-3-2015 a sofa, love-seat and recliner. The sofa and love-seat was placed on order. The customer picked up the recliner on 1-6-2015. Customer was not happy with length of time it was taking to receive merchandise. Customer decided to cancel on 1-23-5015 financing was canceled and deposit was refunded. Recliner customer had was picked up from customer on 1-29-2015. Deposit was refunded on recliner and financing was canceled. Furniture fair apologies for any inconvenience the customer may have experienced.[redacted]Consumer Response The recliner was not picked up on the 6th it was picked up on the 4th the next day and the deposit was not returned I have yet to see any of that money back this business is extremely crooked!!! There are two lies they do not apologize for anything they are crooks! James why can I not get a written apology from [redacted] and would you personally refund me the money because I have yet to see it? ---response required----Shows how much time was put into this response 5015 is about 3000 years away. Final Business Response THE REFUND CHECK WAS CUT AND MAILED ON 02-05-2015. SORRY FOR THE DELAY! WE ONLY CUT CHECKS ONCE A WEEK. WHERE DO YOU WANT THE WRITTEN APOLOGY FROM [redacted] SENT TO?

They are harassing me with loan collection phone calls,and I do not have a loan with them. My brother took out a loan with them, and put me down as a reference. I was not aware that he put me down as a reference, and I am NOT a co-signer for this loan. He has become delinquent with his payment, and Furniture Fair keeps calling me and harassing me about his outstanding balance. Today I was threatened that they would come after me for collection if I did not convince him to pay his bill.Desired SettlementI do not want to be contacted again regarding this matter. I do not have a loan with them, and I am not responsible for any payments. Business Response As requested this account has been flagged and you are not to be call again. Consumer Response I filed a complaint with the Revdex.com a few months ago. I am still being harassed. My brother took out a loan for furniture and listed me as a reference. I am NOT a co-signer on the loan. He is delinquent, and Furniture Fair keeps calling me in a threatening manner. I was told after my last complaint that they would not contact me again, but I received another call on Saturday. I do not want to be contacted again regarding any money owed by [redacted]. Final Business Response VERY SORRY FOR THE INCONVENIENCE YOUR CONTACT NUMBER HAS BEEN REMOVED FROM OUR SYSTEM.

I purchased a full-size bed and sofa and loveseat several months ago. I had to go the Jacksonville warehouse to pick up the bed. After having gotten home with the bed, I discovered that the headboard did not fit. I called the Kinston store where the purchase was made and explained to them that the headboard and frame could not be assembled. I was told they would send a technician to fix the problem the next day. The technician never showed. A couple of weeks later they called me to let me know that my sofa and loveseat had came in. At that time I told them I would not take possession of the sofa and loveseat because of their failure to resolve the issue of the bed. About four months ago I visited the Kinston store and spoke with the Manager and again was told that their technician would come the next day to fix the bed. Well, tomorrow never came. I have since found out that Furniture Fair had filed a judgement against me for the amount of $1900+. I am disabled and unable to move the bed or it would have been returned. I am unable to get credit to buy materials and pay labor to install a handicap ramp because of this judgement.Product_Or_Service: Full-size bed, sofa and loveseatAccount_Number: acct#[redacted]Desired SettlementThe judgement needs to go away. They need to fix the bed. I will not take possession of the sofa and loveseat. And lastly, once the bed is assembled properly I would agree to pay 1/2 price for the bed and not one penny more.Business Response Furniture Fair will gladly repair/replace headboard in order to preserve the peace with the customer. Although customer will have to abide by the decision of the court and pay the judgement.

Bought a love seat and couch to make sure we meet xmas delivery date before xmas. And was told we had 30 day sale guarantee if it would be cheaper. She was going to call. She didn't call and when I saw ad by chance I called and she said no not covered in sale. When I purchased this I made sure it was any sale and she called and said yes that's why we bought it! They lie to make the ssle and I purchased a protection plan too now I'm really concerned. And I won't deal with them again. She told me any sale. How convenientProduct_Or_Service: PurchaseOrder_Number:[redacted]Desired SettlementI expect the cheaper price that's what we settled on. The only reason I bought that dayBusiness Response The location manager has tried to reach Ms.[redacted] today. The customer is correct about the price matching. She should have asked to speak with the manager. They actually have the paperwork already written up reflecting the difference in the price. They are waiting for her to contact [redacted] the store manager.

I purchased a table set from Furniture Fair of New Bern, NC and along with the set also purchased their 5 year warranty service that they offered. At the time they said it was a great service benefit and that covered repairs would be fixed without a hassle. Fast forward 4 years and I finally have some repairs that would qualify under the warranty. Over the years I have had several normal wear and tear items take place but none of them would qualify to be repaired under the warranty so I never contacted them as this wasn't required or stated as a requirement in the terms of service. Now I finally have one and when I called Furniture Fair they directed me to their warranty servicing company. I filed the claim and Furniture Fair sent a technician to my home to assess the damage. Remember, I called the warranty company but received a Furniture Fair technician. The individual documented every instance of damage (most of which are all non-covered damages taking place over the past few years). The technician then said he would send everything to the warranty company and I would hear back. No call was received so I contacted them to discover my claim had been denied under an "accumulation clause". After about an hour arguing about the wording in the warranty I was told that a supervisor would call me back. That phone call has never been received. Essentially, they are claiming that because I have an accumulation of damages they aren't going to fix the covered damage. The "accumulation clause" as they call it isn't part of the "Plan Coverages" section or the "Important Exclusion" section but rather it is part of the definition of normal wear and tear in a completely different section and never actually says that it is an exclusion. Even after getting the agent to understand my point of view on the matter they just found other ways to not cover the item but always referred back to the imaginary "accumulation clause" that doesn't exist anywhere in the actual contract. They also brought up reporting every damage within 30 days--to which I promptly said I'm reporting covered damage within the 30 day requirement but that the contract doesn't require calling in ever non-covered item when it is identified. That would be ridiculous. The representative then reverted back to the accumulation clause. I then went to Furniture Fair since I purchased it from them and all my discussions and observations point to them being heavily involved in the practices that this warranty company uses. Talking with the manager, he understood my complaint and was clearly very aware of this "accumulation clause" and the impact of it on consumers that purchase this coverage. It was clear that Furniture Fair was aware that this company would not provide repairs but was continuing to use them and push the purchase of their warranty. If your only option is to buy from Furniture Fair just don't waste your money on their service plans. You will just be throwing your money away. Better yet, refuse to buy from them until they require the service companies to honor their requirements. Also, for this company, if you don't file within the 30 days or have your receipts don't expect they will cover anything. It really doesn't matter that you paid for it, they will identify every option to not provide service under the warranty. Buyer beware! There are many good alternatives to Furniture Fair--show that this type of deception and poor consumer support will not be tolerated by shopping elsewhere until they correct the deficiency and tell them that when you visit their store!","neg-1