U S Quality Furniture Services

One star MINUS! particularly directed to Jeff Krueger, the Western Regional Business Manager!

We purchased a sleeper sofa from Lazy-Boy in July. The delivery folks broke it...not a problem since they would fix it. A representative came out to determine what was needed and, four months later we get the very large replacement part with promise the tech would come out in a week and a half to replace the broken part. The Thursday preceding Thanksgiving one person came out and was unable to install it admitting it was a two-person job. He contacted his people and they told him to leave the unassembled sofa and, according to the tech, they would send two folks out on Friday (today) to finish the job and Jeff would call the next morning around 8:00AM (he is in the east and we in the west). No call, so I called him. Call #1 - out to lunch! Call #2 - in a meeting and left a vm! Call #3 - Was told he left for the weekend! He had neither the courage nor the courtesy to call me!

This is complicated by the fact we were expecting visitors who would be using the sleeper this weekend. They should pay their hotel bill!

Lazy Boy is doing their best on their part...actually had the broken furniture removed within hours and offering a replacement (though a different piece) to arrive before the holiday. Not good but kudos for their effort!

US Quality Furniture Services is a poorly run company and, in my opinion, lax in their hiring practices as illustrated by the fact that Jeff Krueger even has a job!

Review: A US Quality technician, apparently by name of “[redacted]” came to my home to inspect our [redacted] 5-Piece Sectional due to creaking sounds and sagging cushions. Upon entry to our home (approximately 4:31pm), he did not introduce himself or advise us what company he was employed by. He simply stated he was from [redacted] and was there to check our sofa.

As soon as he entered the family room, he stated that it was a mess and asked if I could clean it up so he could take photos of the sofa. I was stunned that he had the audacity to say that to me in my home but removed the pillows from the sofa and asked my children to pick up their toys from the ground. I wasn’t sure why their toys and pillows interfered with his inspection but none the less I did what I was asked. He proceeded to take photos and inspect the sofa while I was in the kitchen preparing for dinner.

When he was done, I asked what he thought could be done and he said that it basic wear and tear and that the customer use had a lot to do with it. He then insinuated that I was overweight and that caused the sofa to become misshaped and saggy but that it had nothing to do with the warranty. I told I understood I was overweight but I couldn’t fathom a $5,000+ sofa creaking and becoming saggy after months of use due to my weight. He stated I had the sofa for over a year to which I advised him that the sofa was purchased in March 2014, first delivery was in April 2014 but that it has been replaced 4 times due to it being defective upon delivery (delivery men also confirmed this info) which means this sofa was only six months old. I told him I had other sofas from [redacted] in the other living room which were over five years old and they were still in perfect shape still. I also told him if my weight was the issue why was the right side of the sectional also sagging when no one ever sits there due to the positioning of the television and he sarcastically responded by saying “so it’s been saggy since the delivered it since no one sites there, right?” I was shocked and insulted by his response but I remained calmed and advised him that when I purchased the sofa it stated it had high-resiliency foam cushions and an industrial strength webbing system so I was confused as to why he felt the “customer use” was the issue. He became very defensive and argumentative and said he had nothing to do with the decision to repair or replace sofa and said that I was “just trying to get a new sofa” but that only [redacted] could determine that. I was very insulted by his overall demeanor and response and asked him to elaborate on what he meant by that rude remark because I was not trying to “get a new sofa” I wanted the expensive sofa that I paid for to meet the quality that I was guaranteed.

He said he needed to use my phone to call [redacted] because they were not allowed to use his phone to call. While he was supposedly on hold I asked him if he thought it could be repaired and he stated only [redacted] could determine what could be done. I told him I had spoken to [redacted] days earlier and was advised that based on how he coded his results is what was going to be done. He mumbled something under his breath and made a face gesture as if he was annoyed by my response. He remained on the phone for approximately 3 minutes, then hung up and said he had been on hold for five minutes and that was their limit and he could no longer be on hold. He told me if I had a problem I could call [redacted]. I asked him for his name, company name, and ID number so when I called [redacted] I could give them info and he refused to give it to me and began walking out of my home. I called out to him and said “sir, can I please get a business card or something with your info on it” and he responded “no, and if you have a problem, call my company.” I once again said “sir, I do not have your company info, can you please give me the info?” he continued to storm off, I followed him outside where he got in his car and screeched out of my neighborhood (approximately 4:38pm). When I went back inside, I pressed redial thinking I was going to get [redacted] on the phone since he supposedly had just called them but as it turns out he never called them.

I also called US Quality to speak to [redacted]'s manager but was advised that they do not speak to customers. I insisted on at least leavening a voicemail so I was transferred to someone by the name of [redacted] and left a voicemail but have not received a return call. I have requested another inspector be sent to my home to further evaluate the sofa.

After waiting for a "time frame call" 48-24 hrs in advance and several calls with no resolution but that a [redacted] from service stated the contractors get off at 5pm and they will give me a call. She guaranteed it. Nothing!
I called back because a time frame is necessary for me and they were closed! No one was able to help. Now I'm worried about the quality Of service they will be providing. This is so ridiculous and I agree that this furniture company, US Quality should not be used by any company for repairs!

Review: Purchased $4600.00 in patio furniture with an extended warranty from [redacted]. Have requested repairs and cleaning as promised in the extended warranty. These repairs and cleaning have not been done. I have been trying to work with [redacted] and their affiliate US Quality Furniture Services since [redacted] spoke with them on [redacted], [redacted], [redacted], [redacted] have claim # [redacted] and wo# [redacted]. Problem has not been fixed to date.Desired Settlement: Repair or Replace defective furniture

Review: [redacted] scheduled appointment with them while I was with them in the [redacted] mattress department via phone to have my $1700.00 mattress inspected that has had a dip since purchase (all prior complaints on file). I prepaid for a full 25 year warranty and paid for the mattress cover approx $150. [redacted] showed me the notes update from us quality while he was speaking with them. Confirmed 7pm appointment on 01/** at 7pm. On 01/**, rude man called confirming a 3-5pm appointment on 01/**. I corrected him and he talked over me and kept respecting himself that he doesn't go out past 5pm, he goes home. By end of call, he said he might be able to do sat but usually they only do Monday and Thursdays from 3-5pm. He would call his company and call me back. I explained again that I work 40 miles from home and leave work at 630pm daily, that I was already leaving early to be there at 7. I work every day except Sunday but May be able to have a neighbor visit on Saturday. He never called and missed my appointment. His number rings to a 12 digit number and gives and error. Spoke with us quality and they told me to call macys. [redacted] confused my situation 3xs but said they would have to replace the bed or maybe they could get me to do an inspection with a ruler if I had a smart phone (I do). Never got her call the next day as promised between 1-2pm (she made the time). I called and left message at [redacted] for her at 3pm. She called back at 330pm saying I should try to call us quality myself first. ???? I called back and left message for her after being transferred around 4 times. She knows I already called them and they told me to call them. I called us quality same story, only 2 days a week from 3-5 only. Asked for supervisor, they gave me to a voicemail. Called back and they were closed.Desired Settlement: Refund or replacement of faulty mattress.If replacement, Must arrive at 7pm or later weekdays or Saturdays after 2pm.

Review: The company was contracted by [redacted] Furniture to repair our sofa. The first week the repair did not happen because the repairman was ill and no one else was available. We rescheduled it for Wednesday, [redacted]. The repairman called the night before and said that the job required two people and that he would call Wednesday morning to verify. We did not receive a call so called the company. They said "everyone makes mistakes." They cannot come now for two more weeks which means they are scheduled to come the day before [redacted].Desired Settlement: This company needs to be removed as a contractor for any furniture companies to use for repairs.

Business

Response:

Complaint was researched and our USQFS Customer Manager spoke with Mr. [redacted] today and provided a sooner date than originally scheduled. Mr. [redacted] seemed satisfied with resolution. Our Manager will follow up with Mr. [redacted] after service has been performed to ensure complete resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The business planned to come repair the sofa again but [redacted] pulled them from the job.

Regards,

Review: I bought my power recliner chair through [redacted] They made an appointment with US quality to come out and repair it when the button to recline the chair stopped working. One guy came out and said it was the transistor so [redacted] ordered the part which takes 4-6 weeks to get. When the part came in they sent out a different guy to install. He wasn't very careful with things and ripped open the parts box. Installed the transistor and said it's not the transistor but the button to the transistor. He left saying he had to order the part. I called [redacted] a week later and no part had been ordered. the technician had filed a report that the chair was no longer working because of customer abuse! Which voided my warranty. There was no customer abuse to this chair. Only the button is showing on the chair and there is no direct access to the other parts. So I called the company and asked to file a complaint against him because he was rude in answering my questions and he left all the pieces parts all over my floor. They said they could take the complaint about the rudeness but they could not disclose to me why he filed the report that he did. I let this man in my home. why would I let someone in my home again that lied on the report. There should be full disclosure here or I suspect something not so ethical is going on. That man should not have left my house without telling me that my warranty was about to be voided.Desired Settlement: I just want others to know that this company is not on the up and up. Something is wrong here if a customer cannot see the report about their own furniture call. [redacted] and other places that sell furniture should not use US Quality for their furniture repair. From what I understand the manufacturer forces use of this company. That in itself is a conflict of interest if the manufacturer is hiring the company that does the repairs.

Review: I contacted the [redacted] number ([redacted])for [redacted] to report the [redacted] of my mattress(less than a [redacted] old) in early [redacted]. It took a [redacted] to get someone out ([redacted])from the [redacted] company, US Quality Furniture. Two guys came out to inspect the mattress (one was apparently in [redacted]). The [redacted] measured the [redacted] in the mattress. However he did not photo the tag on the mattress as the [redacted] was too busy playing with my dog. They wanted to start another [redacted] call. All the while, I am sleeping on a bad mattress with a bad back, not a good combination. I paid $[redacted]+ for this mattress. I contacted the [redacted] company and spoke to a [redacted] who asked me to take a picture of the tag and she would add it to the[redacted] order to expedite the decision. While trying to take the picture, the tag ripped. Apparently because the tag was off they cancelled the [redacted] call and won't honor the [redacted] The tag plainly states that I can remove the tag as the consumer. Had the [redacted] done their job initially, there would be no issue. I have a bad back and had a painful time in getting to the tag with my footboard on my bed. Therefore here in mid [redacted], I don't have a resolution to my mattress problem.Desired Settlement: I want the warranty honored and a refund issued.

Review: I call this company way back in august and september because two of my dinnette set table legs were broken. I knew that I put a warranty on this particular set and I just wanted it fixed. U.S. quality furniture sent out a tech. He saw that one of the legs were broken the other he just tighten the screws up under the chair and thought it was. he put in a work order for me another table and told me the other was okay. a day after he left and my son sat in the chair it lent forward as if it was about to break again. I called and try to have them order the other part for the other chair and have been doing so since september. They told me my part should be here in october then november and december I have yet to receive this part. The sad part is my warranty will expire next week. They have not honored their warranty and I paid for this warranty.Desired Settlement: All I would like from this company is two new chairs. It as simple as that. That's all I want.