K & K Used Furniture And Antiques

After receiving the complaint from our customer, I would like to address these allegations with our side
of the storyFirst off, I would like to clarify that we are absolutely not trying to scam anyone, and this
is not how we would like our business representedYes, we make
mistakes, and sometimes
information gets miscommunicated between *** and I, but we're only humanWe try our best to
work together to help the customer, not deceive them
The complainant came into our store and purchased a sofa and recliner, I had told them it was back
orderd for two weeksI had called them and let them know, still they kept calling us wanting to know
where the furniture wasI had called the wearhouse and one piece was in, One was notWe told the
customer that one we was picking them up same at the same timeThey where fine with that, then we
only had to do the one delivery
Our truck picked up all of our orders in the am and it is about a three hour trip plus loading is about an
hourWhen the delivery truck came back we had to unload our truckWe have no control of where or
how the truck is loaded at the factoryOnce the uuck was unloaded we called the complaint
( customer) and told him that our driver was on the way to his homeHe said that was fineThen a few
days later the customer had call and said that his recliner was not working and wanted us to come and
check it over
That same day I my self (***)went to the home and checked the recliner out, I had notice that their
floors where very slopped and that could have been some of the problemI had seen the the recliner
was open and we had tipped it back and seen that the bar had gotten bent and would not bend back as
we had tried to do that firstStill the recliner would not workI also told the custmer that I would go
back to the store and talk to the ov\:ner and get back to him
The owner (*** ***) told me to call and order a new mechanism and handle, That was orderd
and we are waiting for that to be shipped to us*** contacted the customer and laid him thats what
we didNow we are just waiting for all the parts to come inThen the recliner will be taken care of as
soon as the parts get to our store
We will contact the customer when parts get here to set up a time to do the repairs
We feel that we have done as much as we possibly can at this point, We will get it taken care of for the
customers complaintants in order to satisfy their requests to have the recliner fixedAt this time we are
complying with the complainants desire to have it fixed, but will do the best we canIf you need
further information, pictures, etc, contact us in any of the following ways: '
Thank You,
K&K

Review: I purchased $1362.19 worth of furniture from this place on Dec. 21 2013, a couch and a recliner. They finally deliver after 3 almost weeks on Jan. 9 2014 (one week is normal). I had called them a few times after the first week. When they actually did deliver the furniture they showed up 4 min. before I told them I had to be to work, so after they had it inside I left for work. When I got home I discovered the foot rest on the recliner would not latch down. I called the next morning about it and they sent a woman down (the owner's wife). she looked at it and confirmed she had no clue what was wrong. She decided to look into getting a replacement mechanism for the chair, I agreed. It has been almost two weeks since then. I am sick of these people and just want a working chair.Desired Settlement: All I want from them at this point is to bring me the fully functioning chair I paid for. I do not want a new mechanism for the broken chair I want it exchanged. IN A TIMELY MATTER!

Business

Response:

After receiving the complaint from our customer, I would like to address these allegations with our side

of the story. First off, I would like to clarify that we are absolutely not trying to scam anyone, and this

is not how we would like our business represented. Yes, we make mistakes, and sometimes

information gets miscommunicated between [redacted] and I, but we're only human. We try our best to

work together to help the customer, not deceive them.

The complainant came into our store and purchased a sofa and recliner, I had told them it was back

orderd for two weeks. I had called them and let them know, still they kept calling us wanting to know

where the furniture was. I had called the wearhouse and one piece was in, One was not. We told the

customer that one we was picking them up same at the same time. They where fine with that, then we

only had to do the one delivery.

Our truck picked up all of our orders in the am and it is about a three hour trip plus loading is about an

hour. When the delivery truck came back we had to unload our truck. We have no control of where or

how the truck is loaded at the factory. Once the uuck was unloaded we called the complaint

( customer) and told him that our driver was on the way to his home. He said that was fine. Then a few

days later the customer had call and said that his recliner was not working and wanted us to come and

check it over.

That same day I my self ([redacted])went to the home and checked the recliner out, I had notice that their

floors where very slopped and that could have been some of the problem. I had seen the the recliner

was open and we had tipped it back and seen that the bar had gotten bent and would not bend back as

we had tried to do that first. Still the recliner would not work. I also told the custmer that I would go

back to the store and talk to the ov\:ner and get back to him.

The owner ([redacted]) told me to call and order a new mechanism and handle, That was orderd

and we are waiting for that to be shipped to us. [redacted] contacted the customer and laid him thats what

we did. Now we are just waiting for all the parts to come in. Then the recliner will be taken care of as

soon as the parts get to our store.

We will contact the customer when parts get here to set up a time to do the repairs. .

We feel that we have done as much as we possibly can at this point, We will get it taken care of for the

customers complaintants in order to satisfy their requests to have the recliner fixed. At this time we are

complying with the complainants desire to have it fixed, but will do the best we can. If you need

further information, pictures, etc, contact us in any of the following ways: '

Thank You,

K&K

Review: K & K Furniture has refused to work with us after multiple attempts to replace furniture that has broken and ripped in less than one years time. The furniture is still under warranty and they have told us they will no longer deal with us and to contact Ashley Furniture. Ashley furniture never received any information about our claim under warranty and yet K & K furniture is accusing Ashely furniture of lieing to us. Further, K & K Furniture has been very rude, accused us of lieing, accused Ashley Furniture of lieing, refused to take furniture because of a small water stain, and told us the warrantly wouldn't be covered because Ashley Furniture saw the photos and said it was abuse on the furniture and nothing that would be covered under warranty... but wait... K & K furniture had told us that they were never contacted by Ashley furniture so how can it be possible they saw photos and then said it wasn't covered???The owners are husband and wife and they try and work together to deceive the customer... they both lie to the customer and then play the he said she said game when lieing to the customer.George and Joann have done nothing but be rude to us, make false accussations about us and won't honor the warranty.K & K furnitures deliver men are also very rude and they are the ones that relay if there is a stain or not and then they refuse to take the damaged furniture... not sure how a stain prevents a refund of broken furniture, but it took all of 2 minutes to clean up.Buyers bewars.... K & K Furniture is NOT TO BE TRUSTED.. THEY WILL TRY AND SCAM YOU... THEY WILL TELL LIE AFTER LIE TO AVOID HONORING ANYTHING.Desired Settlement: We would like a full refund and all the furniture that we bought from them to be returned since every single item is damaged and it's under warranty but they will not honor it.We would also like reimbursement for our time having to deal with Ashley Furniture instead of going through the retailer (K & K Furniture) like we are suppose to. It's not something a customer should have to deal with. Further, a settlement of some sort due to them not honoring a contract with Ashely Furniture

Business

Response:

After receiving the complaint

from our customer, I would like to address these allegations with our side of

the story. First off, I would like to

clarify that we are absolutely not trying to scam anyone, and this is not how

we would like our business represented.

Yes, we make mistakes, and sometimes information gets miscommunicated

between [redacted] and I, but we're only human.

We try our best to work together to help the customer, not deceive

them.

The complainant came into our

store and purchased a pub table set with four chairs and a bench, as well as a

Hogan Mocha sofa, chair and a half, and loveseat reclining set on July 11,

2012. They called in 9 months later

saying that they wanted their furniture replaced because it was broken. In response to this, we went to their home

and took photos of the furniture in order to further deal with the issue. The complaintant showed us the furniture and

explained that the rips were only visable when the cushion was pulled back on

the couch. There was also a slightly

split wood strip that the complaintant said was probably caused by his wife

closing the recliner with too much force.

We were in the process of working with an Ashley sales rep to try and

get credit to replace the furniture when the complaintant called again to say

that their bench had broken. They

explained that a leg had been broken because of teenagers roughing around on

it. We are not required to replace

furniture that has been damaged as a result of poor care, but we decided to get

the part anyway, and we informed them that it could take a good amount of time

for it to get to us. In the mean time,

the Ashley representative that I had sent the photos of the damaged sofa to,

had reviewed the pictures and concluded that the furniture looked 'misused',

which meant he had to get in contact with corporate, and they had to review the

photos in order to issue a credit for the furniture. After reviewing the pictures, the Ashley reps

said that they would be willing to come down and look at the furniture at the

complainant's residence. I informed the

complainants of this and they agreed to have the rep come look at it and said

that they would be home on that day.

When that day came, I attempted to call the complainants three times

before we left to go to their home and no one answered. We then drove by their house because we had

another client on that same road, and it didn't look like anyone was there, so

we left it at that.

The complaintants then decided

to get impatient with us again after we made that attempt to work with

them. They called the store multiple

times asking what was going on with the furniture, if it was going to be

replaced, or what they should do, and we explained what was happening each

time. The complaintant became so hostile

that we were going to give them another furniture set off of the floor to

please them for the time being. The day

our delivery men were scheduled to deliver the new furniture to the

complaintant, I informed them that if anything else was wrong with the existing

furniture, other than what is covered under warranty, to call me. Well they did end up calling me to say that

there were stains on the sofa. So in

response to this, I told them to leave the existing furniture and bring the new

furniture back because stains are not covered under warranty. When the delivery men informed the customer

about this, he got very angry and even got into one of our delivery men's

faces. When that happened, the delivery

men simply said they were leaving and that they would have to call and take up

any questions with me.

By the time our delivery men

got back, the complaintant called me yelling and cursing, asking why I didn't

let them switch the furniture. I told

him them that I wasn't there to see what the stains really looked like so I

would have to come and take a look at it myself. He hung up on me after that. His wife then called me and asked if I could

stop there and take a look at the furniture right away and I told her I could

come a little after 6. I did end up going

to their house to do so. I was discussing the furniture with the complainant's

wife, when he came in and said "Can you see this stain?" and he was

telling me to lean over and look at it, as he was right in my face yelling. I stood up and said, "We do not warranty

stains on the furniture," and his wife then said, "He was supposed to

have this all washed off and cleaned up before you came to our home to switch

the furniture out." I told them

that I would have to talk to the owner of K&K, but I said that they would

probably have to have it professionally cleaned because there were several

stains on it that did not look like water stains. The husband then threw his hands up in the

air, got in my face, and told me that it's still under warranty so we had to bring

that furniture, while using very offensive language. I responded by saying I don't need to put up

with this, and I told them that I was done and I was leaving. He only continued to get louder. As this is happening, his wife kept telling

him to shut up and be quiet, and to stay out of it. I simply turned around and walked out the

door. He came out the door after me

saying, "What did you do about your [redacted] delivery boys?" I said, "I will talk with them and find

out what happened." After all of

that, his wife came out and told him to go back inside, and she asked me if I

could just discuss things with her from this point on." I told her I would give her our supervisor's

telephone number for the Ashley sales rep, so I gave it to her and I left. That was the end of it for that night.

The next morning the Richland

Center Police Department came to K&K Furniture, asked to speak with [redacted]

and took a report from him. Then they

talked to our delivery men and got a report, and then myself. I told them what happened and I that I was

afraid of the complaintant because of the way he got in my face, yelled, and

was throwing his hands everywhere. The

police said they could understand me feeling like that because of how the

complainant acted when they talked to him.

The police officer then said that he was just going to file his report

and he would not give us a citation for the incident because of how the

complaintant acted towards him. He then

told us to just leave it alone and not contact the complaintant.

At the moment I am still trying

to get their bench replacement part, and we are still working with the Ashley

corporate office for the sofa and love seat but we have not heard back from

them yet and we're not quite sure that we will.

We feel that we have done as much as we possibly can with the

complaintants in order to satisfy their requests. At this time we aren't complying with the

complainants desired settlement, but will do the best we can. If you need any

further information, pictures, etc, contact us in any of the following ways:

K&K Furniture