Furniture & Electronic King

Review: We had purchase a sofa and a love set back in 6/23/12 I called in on july 1/2013 and was given the run around on getting the items repair they had never gave us the card information to contact the warrenty company I called every week from that point and keep getting different stories that they where out of the warrty cards and will contact me we they arrive they will have the ware hosue drop it off the ware house drop off a open box with a bottle of solution in it and no warrty info I called again they said oh they where still out so they had drop off a open box. I was going out of my mind with frustration and trying to give them the benifit of the doubt . I keep calling was told they will have the warehouse drop off a box complete I was starting to get upset I was like ok I have been calling you guys since July we are now in sept2013 they where like I know they said where house is still out finally on nov 2, 2013 the ware house did bring a box but was again just solution. I called the store again this time very upset. now I was being told their system was being updated so they had to wait before they can give me the warrty info finally on 11/9 my husband went to they store and they register us . I than called the warrt company and was told my watty doesnt cover such damage and that they store need to do the repair. I was like your kidding I was told I was covered. I than call the store back advised the rep I was told by the sales person my warrty cover the furinture from stains to problems with the sofa's and if they cant repair I would get a replacement and if they didnt carrie the sofas anymore I can pick another that the same price I paid. the rep was like who was your sales person I told him and he like call customer service so the info I was given was wrong . now I am really upset I call the ucstomer number explain I have been trying to resolve this since 7/1/13 we are now in december. this is frustrating she tells me she will have their repair guy come and fix again no call I have to call everyday finally on 12/12 the repair guys comes out hardly speaks english so I cant speak to him very well we ask him is this normal for the sofa seats to go flat he says no he says he put some stuff in it again we cant understand him and when I ask this is going to last he strugs his shoulders and I go ok so what do we do if goes flat he says call back. ok so that not reassuring and my sofas are still not completely repaired and they are barely a year and a half old I expect my furinture to last more than a yearDesired Settlement: I feel the sofa where not made correctly and that why the seats where going flat and they should be replaced I think the repair guy did not repair correctly nor did he make us feel they where fix and we would not have a problem with them going flat. the repair guy when ask is this normal for the seats to go flat he says NO. and I think they should be replaced due to all the time calling the store being blown off getting one story to anothere from reps the managers and being lied to about the warrty that we paid 150.00 for. and the only reason we bought it is because the rep told us everything is covered and than to be told by the warrty company structure is not covered.

Business

Response:

December 19, 2013

[redacted] & [redacted]

Dear Mr. & Mrs. [redacted],

Thank you for taking the time to make your concerns brought

to light. We at Furniture King strive to

make each customers experience an enjoyable one and we are sorry that we were

unable to do this for you and I would like to review the events regarding your purchase.

On June 23, 2012 you purchased a sofa, love seat and 3 piece

table set from our Glendale location. I

would like to direct your attention to the enclosed invoice, invoice #

4960. The enclosed is a copy of the

original invoice issued at the time of purchase. On this invoice it reflects that you

purchased Fabric Protection (listed as FAB Protection at the bottom right of

the invoice) for the amount of $80.00 (not $150.00 like you stated in your

complaint). At this price you purchased

protection from rips and stains only.

You would only have received a “warranty” card which would allow you

register your purchase after delivery and be used to contact, the warranty

company ([redacted]) in the even you had a stain, tear, etc.

Please note that the invoice does show a “warranty” card

number ([redacted]). This number is

only written on the invoice when we have a “warranty” card on hand to give the

customer at the time of purchase.

Otherwise the card number is not noted on the invoice and is just

provided to the customer at the time of delivery. In this instance, the

“warranty” card was given to you at the time you made your purchase and that is

what should have been used to register your warranty with [redacted] and to have

covered cleanings/repairs made.

In your complaint you stated that the warehouse had

delivered an open box with solution on 2 occasions. The price you paid did not include a box of

solutions. The boxes are an additional

cost and can be distributed with or without a “warranty” card, depending on

what exactly is purchased. In your

complaint, you stated that you believed you were purchasing a higher coverage

and that you had been told by the salesperson that the warranty you purchased

would cover everything. Unfortunately,

this was not the case with the level of coverage you purchased.

Based on your complaint the problem you are having with your

furniture is that “the sofa seats are going flat”. This problem would not have been covered

under the protection plan you purchased no matter how long after purchase this

had occurred. Furniture King does offer

a 90 day warranty, in which we will repair or replace defective merchandise

within the first 90 days after delivery.

After the 90 days there is the manufacturer’s warranty or additional

protection if purchased. There are

different levels of additional protection that can be purchased that cover

numerous different things. The more

protection wanted the higher the cost of the warranty. Again, in this instance, your purchase only

covered rips and stains.

For the merchandise that you purchased, the manufacturer’s

warranty is 1 year from the date of purchase.

Which means that the manufacturer’s warranty on your sofa and love seat

expired June 23, 2013. Per your complaint,

you did not inform us of the problem with your merchandise until July 1,

2013. At that time all of your

warranties on things like frame, cushions, etc. had already expired. Had you informed us prior to its expiration

we would have gladly worked with you and the manufacturer to get your

merchandise repaired or replaced.

Finally, in your complaint you stated that we have sent a

repair person to your home in an attempt to fix the merchandise. Furniture King in not under any obligation to

fix your merchandise at this point. But,

we like to ensure that we do everything we can in order to help our customers

and make sure that they are satisfied.

However, since our warranty on the merchandise expired well over a year

ago we cannot replace the sofa, nor can we offer any additional repairs to the

item.

We apologize that your experience is not what we would like

it to have been and I assure you that had you contacted us about your

merchandise prior to the expiration of the warranties we would have worked

diligently to have the merchandise repaired or replaced.

Sincerely,

Manager

Furniture King

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I dont accept your response, in fact I think this has to be the worse customer service I have ever recieved from a company. There is just no way a sofa goes flat with in a year unless the item was alreay defective , made wrong to begin with. The repair guy even advise this was a defective. I get that I called 7/1/13 and warrty ended 6/23/13, but when a sales rep that we expressed to that we didnt care for a fabric protection and didnt want when your sales rep [redacted] advises us that oh no our warrty covers all repairs to structor to fabric so we agreed. So for you to point that out that it was a fabric warrty we bought than your reps are misleading customer to purchase protection under false statments. 2nd for you to says look at the invoice and there was a wartty number on there already so that you had provied from the time of sale yes there is a number written on the I nvoice doesnt say what its for. and we called you guys and your reps pulled our invoice so I assume your the only one who know what that number ment since we where told we should have got a card that looks like a credit card , never got a card at time of purchase. and if the case was we already had our wartty number but no compant name or number as to who we call, not sure why none of your reps just gave us the name and number to call. No your reps gave us the run around from 7/1/13 untill we finally called the customer service number on 12/3/13 that you guys said you would have a repair guy come out. and that repair guy was not even able to repair since he advised you only pay him to fix one thing when there was more than one things wrong. he even called you guys and you told him not to fully fix the problem. the repair guy did say sorry but you guys said no! So in the end he came and really didnt resolve anything. so for you to refer to the invoice does nothing but upset me more. I look at my invoice no where does it says (FAB PROTECTION) on the invoice we recieved with our reciept . Again I guess you are the only one who know how to read your invoices since we called since july and explained what the problem was with the items we purchase and all your reps pulled our invoice and no one knew that wartty number was on the invoice and no one knew we only purchased a fab warrty only. so instead your reps gave us the run around making us call ever other day week after week telling us oh we are out of cards , we are having our system updated, we are waiting on the information since going with a new wartty company, haveing us come to the store and telling us sorry cards have not came yet and to have the ware house drop off useless soultions. and for you to point out the open box we recieved with a bottle of soultion was something we didnt pay for again upsetting and I never asked for that. if you would like you can come and pick up your solution since neither bottle does us any good. and that we would have paid a higher cost for a better warry well than I guess your sales rep are in the business of misleadig the customers. so in the end we are stuck we a damaged sofa that will not last another year per the repair guy. so we will have to purchase new sofas but wont be with you guys since now we are aware of the service you give. maybe it doesnt matter to you that you lost us as a customer but word of mouth and the internet go a long way these days. so we will make sure we advised people of your services you give! I just hope you retrain your staff to know how to read invoices and not mis lead customers when purchasing warrtys. Since at the end of the day this could have been resolved on 7/1/13 if your reps knew how to read the invoice. Regards,

[redacted] & [redacted]

Business

Response:

Dear Mr. & Mrs. [redacted],

First, I would like to address some discrepancies in the

information contained in your response.

1)

As I stated in my initial response your invoice

reflects a purchase amount of $80.00.

This amount covers fabric only.

Yes, the warranty can be purchased to include more coverage. To receive the higher coverage level the

minimum cost is $150.00 and it increases from there depending on the cost of

the merchandise purchased. However, at

no cost does the [redacted] (also known as [redacted]) protection plan cover manufacturer’s

defects. Your problem indicates a manufacturer’s

defect.

2)

You stated that there is a number on the invoice but,

it does not state what the number is for.

On the 3 lines above the warranty number ([redacted]) the following

information is listed… 5YR [redacted] (Sofa, Love Seat ONLY). Immediately below that is the warranty card

number.

3)

The warranty card that you received would not have

looked like a credit card. It is a legal

size paper made of heavy card stock, the weight and thickness is similar to a

business card. I am confident that you

received this card at the time of your purchase because the card number is

written in my handwriting and I would only have written the number had I

attached the card to your yellow invoice that you took home with you. I am also confident that I would have advised

you that you needed to use that card to register your warranty with [redacted]

within 4 days after the delivery of your merchandise.

4)

Also on your response you stated, that nowhere on the

invoice does it show FAB Protection. I

would like to direct your attention to the bottom right on your invoice. There is a pre-printed area below where all

of the prices for the merchandise being purchased are listed. It is a single column table and below each

row is the name of what price goes in each row.

The order is Sub Total, Tax, Delivery, FAB Protection and Total. On your invoice it includes a charge for

$80.00 written in next to FAB Protection.

In an attempt to correct the problem Furniture King did go

against our policies and incur a fee to send a repair person to your home. And per your initial complaint the problem

was addressed and repaired. However, you

are not confident and state that the repair person was not confident that the

repairs would last indefinitely. No one

can be sure of this. While the reason of

the flat cushions could be a manufacturer’s defect, it could also be how the

sofa is used and/or the frequency the sofa is used. So no one can make an accurate prediction as

to how long any furniture can last straight from the manufacturer or after a

repair. What I can assure you is that

our repair person is highly qualified and repaired the merchandise to the best

of his abilities. However, per your own

statements you will not be satisfied unless we replace the existing merchandise

with new merchandise and we are not willing to do that.

While I understand your frustration you did have a full

calendar year after your purchase to contact us and let us now that the

merchandise was defective. Had you done

so we would have been able to arrange for repairs or replacement of your

merchandise through the manufacturer with no problem.

Sincerely,

Manager

Furniture King

On June 29, 2013, I walked into Furniture King to see about purchasing a love seat and recliner. I walked in with my Chihuahua mix who was clearly wearing a service vest with a patch marked "service dog". It is abundantly clear this animal is a service dog. Immediately I was approached by an older gentleman with a mustache (I found out later his name was [redacted]) who informed me I could not have my dog in the store. I told him politely, "Yes I can, he's my service dog." He responded, "Oh, ok, he's your service dog". Now as this guy approached, his eyes were on my dog, and the dog is clearly wearing a service vest! He then walked away from me, no inquiry as to what I needed! I turned to start looking then decided to leave because I was embarrassed that I was approached in such a manner. I thought that if my service dog was not welcome, neither was I. I decided, however, to lodge a complaint with the manager about this sales person. So I went back into the store and asked for a manager. Imagine my surprise when the individual who told me my service dog could not be in a place of business WAS the manager! When I had asked for a manager, he rounded his work station rather quickly informing me rather rudely that "I AM the manager." I informed him I was surprised and that he should know better than to tell me my dog could not be in the store, and that the dog clearly was wearing a vest. He replied that as soon as I informed him he was MY service dog, he let him stay. I told this gentleman, whose name is [redacted], that he shouldn't have even approached me or said anything because my dog was clearly wearing a service vest. He replied, "I'm sorry you're offended, but we've had dogs come in and take a leak on our furniture." My response was that I could understand him approaching someone whose dog is not a service animal but mine was clearly wearing his vest. I then told him that he lost my business and that I was going to make a complaint. He told me, "Fine." And then basically told me to leave. The entire conversation was slightly aggressive and definitely not apologetic, but rather as if he had the right to tell me that my service dog, who was wearing a vest, could not be in his store, and that it was my responsibility to inform him, a MANAGER, that the dog was my service animal. You know, the one wearing a service vest clearly marked "service animal".

I was recommended to furniture king from a friend I purchase a Sectional an a mattress set.The salesman said it would take 7-10 Days to Deliver, However 4 Days Later they scheduled Delivery!!!!! The young man that was helping us was amazing he knew the product like a pro. while we were checking out the lovely lady told us he was the store manager For how young he looks hes doing amazing job!! Drivers were great and Customer Service was Amazing!! Definitely will be Back

Review: My husband and I purchased a living room suite on Nov. 28, 2014. A few days ago we noticed that the padding from one side of the love seat foot rest was loose. On investigation, we could feel a screw that was protruding and had cut the fabric. We called Furniture King and a few days later they sent a young man to take pictures. Today we received a call from them telling us "the manufacturer doesn't use screws like that" so they would do nothing. (There are actually screws protruding from both sides of only that footrest)Desired Settlement: This is obviously a manufacturer's defect and we expect a replacement.

Business

Response:

I am sorry for the issue you have experienced . I did pull out your original file and did contact the mfg. the mfg do not use screws like the ones in the picture that we saw. We sent the picture to the mfg and they said they believe someone at your home tried to do a self fix on it and the screws used were just too long. We have then went into our warehouse and looked at over 30 sets and the mfg is correct, none of those screws are used on any of our sets . We do have a Furnture repair company we can send out to you but since the job was a home job, the mfg will not cover the costs. If you would like the cost to have your set repaired, please let us know and we will get that for you from the outside vendor thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] If there had been an earlier problem needing attention, we would have called the company. We DID NOT have any reason to replace the screws. If you look at the love seat you can see that these are the original screws.We strongly resent being called liers and expect Furniture King to make us whole.

Regards,

Business

Response:

Tell us why here...It is my understanding that the warehouse contact you to set up an exchange for this sat to keep you happy. I am glad this can get resolvedThanks for your Business[redacted]

We've made many purchases from Furniture King in the last couple of months and although we've had a few inconveniences, [redacted] at this store went above and beyond to rectify the situation and keep our business. We will definitely be back for any further furniture needs

Ask for [redacted], he's very low pressure and great to work with! We love our new furniture!

Review: I went into the furniture king store on December 13th 2015. I placed a sectional couch on layaway. The representative lady there name alyandra told me that when I come in too pay off the rest all I will have to do is go pick up my furniture from the warehouse down the street. I agreed and signed the paperwork.. . I go rent a uhaul van for 35.00 to pick up my furniture today 01/09/16. The representative alyandra says the warehouse is closed. U cant pick it up.. I say why you never stated or give me a schedule of the hours of operation. Alyandra says we give you that after you pay us.. I say thats not right. I have a busy work schedule. I had the right to know that information first before making decisions. I work m-f 10-7pm. There warehouse hours are m-f10-5p, saturday 9-12noon.. if I would of jadthis information first I wouldn't have purchased furniture.. I wasted money on a uhaul and paying someone to help me. All because of the information they failed to give meDesired Settlement: I want them to either deliver my furniture for free for their lack of information and the convince it caused me and money I spent on uhaul.

Business

Response:

I am sorry for the miscommunication. The warehouse hours are on your invoice so you could have seen it when you placed on layaway. Again, I am sorry for the inconvience

I'm a repeat customer and I have never had a problem with them. I've bought bunk bed and a dining table. Customer service has always been good, not pushy and not the creepy salestype that follows you around. They let you know their name and that they'll be helping you and to let them know if you have questions. I like that, I don't like stalkers. I will most likely be getting my living room set and bedroom sets from here as well. I'm a happy customer!

My wife and I bought a dining room set and a sectional living room set and put them on layaway until escrow closed on the house we were buying. The day escrow closed we went back and ordered an additional sectional living room set and paid the entire bill for two sectional sets and dining room set in full and was told the warehouse would call when they delivered. they called in a little over a week and delivered everything except one end table was missing for one of the sectionals. I signed paperwork and was told it would be delivered the following week. This was not true. It took another 3 weeks to finally get one end table and everytime I called they always said next week. we had the majority of the furniture but were frustrated. What they should have said is there was none available, they had to put it on back order and it would be delivered when availabe, and we would have been happy. Just my advice is that is the way they should handle this sort of thing.