Speedy Furniture

Review: Ordered chair and ottoman from Speedy Furniture on October 5, 2013. Paid for order in full in the amount of $676.24. Furniture was supposed to be in within approximately 2 weeks. As of today, November 15, it still has not arrived. When we called about it at the end of October, we were told delivery would be November 4. That day came and went. Called again on November 8, was told it would be delivered on November 14. Still no furnitue. Called today, November 15 and was given the same story that the chair is on a truck and was supposed to be delivered on November 15, but the driver ran out of time. Now they don't know if it will be delivered today or Monday, November 18.Desired Settlement: I want the chair delivered by November 20, 2013 or I want a complete refund

Business

Response:

To whom it may concern,

Review: I went to the store to purchase a chair on 6/21/2014. I was told it would take 7-10 days for the chair to be in. I was told at that time that is I would like the chair delivered it qould be a charge of $45.00. Told by the clerk that when the chair arrives at the store there delivery driver would call with time frame for the next day delivery. I never recieved a call on regarding a time for delivery. upon waiting the next day I decided to call the store to check if they had a approximate time it would be delivered. The clerk stated some time that day and the delivery people are very busy. At 5:10 pm I recieved a call from the driver he stated he would be there in one hour. When they arrived it was 6:55pm the charge was $50.00 being so upset I paid the money just for them to go on there way.I called recieved a call back and was treated like an it. Told to shop somewere else,he would give me $5.00 back,very ignorant to me. My chair was delivered in a pull along trailer.The owner was very mean and nasty no care what so ever.Desired Settlement: I would like my delivery charge refunded to me, due to the whole unprofessional way I was treated. Being quoated a price that was incorrect. Being told my chair was on a truck for delivery and it came in a pull along trailer being a SUV. Also never recieving a call for delivery time. Being told to shop somewere else. I will never shop or refer someone to shop at this store.

Business

Response:

Review: We purchased a mattress that we have had for only a couple days. I went to the store to ask them about a guarantee of satisfaction. My wife and I had only slept on the new mattress for 3 nights and already her back was hurting worse than it ever has on the old mattress that we had. When I told the salesperson about it and asked about a return, she said that there was no returns because there wasn't a defect in the mattress....(which was not told to us in the first place). Today, my wife, [redacted] called the serta customer service and they said that the place is responsible because they should have had a return policy.Desired Settlement: That we will receive our money back so that we can buy a suitable mattress.

Business

Response:

This customer did buy a mattress at our store. A couple of days after he purchased the mattress he came back to the store and said he received the wrong mattress. I pulled his saies slip and walked him over to the display mattress he purchased. He said it was definitely the same mattress he picked. He was told that unfortunately he could not return the mattress since it was the correct mattress that he wanted and there was not a defect, he just did not like it as much as he did when he tried it in the store. He never asked if it could be returned after he slept on it if he decided he did not tike it. When he left our store he said he would try and sell the mattress he just purchased and maybe try and find a different mattress. He said he understood the situation. We have every model we sell on display to lay down and try for comfort prior to making a purchase. We are a franchise store and it is a strict franchise policy that we cannot do comfort exchanges due to industry bed bug issues and strict state laws requiring labels and sanitation for sales of any used bedding. Also, the mattress they bought is not a Serta mattress, it is made by a private label company which also has the same policy.

Review: On 4/14/2014, I ordered three pieces of bedroom furniture from Speedy Furniture in Lower Burrell, PA. I had ordered and fully paid for: a night stand, mirror/dresser and chest of drawers totaling about $700. They had explained to me in store that day that with the exception of my nightstand that was on back order, everything else would be shipped within 4-10 business days. I received my furniture on 4/26/2014, approximately ten days after my order was placed. Once my furniture was delivered, I was shocked to find that the nightstand had been severely damaged during the moving process and was sent back to be replaced. Also, during this moving process I noticed the dresser was also missing a side panel and was too damaged. I had called Speedy Furniture the following Monday asking if someone could come look at the dresser and either repair or replace it and I was told someone would be out the following day (that Tuesday) to take a look at it. This did not happen. It's now 5/6/2014, still have yet to receive the new night stand undamaged and have someone come repair/replace my dresser. They have also been very unreliable at answering their telephones when I try contacting them. They claimed that someone should be out on 5/7/2014 to take a look at my furniture and assess the problem. We'll see if that actually happens. No real delivery/confirmation dates have been given to me as to when and if my nightstand will be delivered and this whole process has been going on for almost a month now. Would you call that "Speedy," or what?Desired Settlement: Since I have paid for the furniture in full, I would appreciate that they have better customer service and attend to the problems that I am experiencing in a timely manner. I would also appreciate that someone rectify the problems by observing/assessing the damage done to my furniture and replace or repair it as necessary. I feel that I also deserve my $45 delivery back as the delivery guys had damaged my furniture in the moving process.

Business

Response:

Review: We purchased a reclining loveseat and sofa on April 12, 2013. The furniture's cushioning collapsed and Speedy Furniture tried repairing them, then ultimately replaced them with a different style, which we received this Spring. Now, the new set has collapsed even worse than the originals. The frame is protruding through the cushioning, and you can feel the boards on your back and in the footrest of the recliners. After sitting in the seats for a period of time, it causes lower back pain. We feel that we have given our purchase enough attempts to justify a refund. We contacted Speedy Furniture on September 24, 2014 and spoke to [redacted]. She asked us to send her photos of the defective furniture, so we did, and she simply replied back that it does't look like a warranty claim. She proceeded to tell us that all we needed to do was "unzip the back and move the stuffing around." I told her that her solution wasn't fitting to our problem, and haven't heard back with a proper solution, or any news on our requested refund, for a month now.Desired Settlement: After dealing with two sets of defective furniture, we feel that a refund is in order so that we can purchase new furniture from a different manufacturer.

Business

Response:

To whom it may concern:

It should be noted that Speedy Furniture stores are independent franchises. Speedy Furniture of Indiana customer [redacted] purchased a sofa and love seat from our store on 4/12/2013. The customer was moving approximately 60 miles to [redacted] PA so as a service to Ms. [redacted] our store arranged to have their furniture delivered from the Speedy Furniture store in that town.

The customer later contacted the Butler store about a concern with the performance of their furniture. In an attempt to solve a questionable performance concern the owners of the Butler store sent a crew to their home and replaced two of the reclining mechanisms. Several months later, the customer again contacted the Butler store with a complaint about the furniture. At that time, their situation was referred back to the Indiana store. Even though minor repairs were made, the customer was still not satisfied. In an attempt to resolve the situation, we allowed the customer to select replacement furniture. They contacted us on 3/19/2014 with their replacement request The new order was placed and we delivered the new furniture and removed the initial purchase. It should be noted that the original furniture they were complaining about was inspected upon return and no defects could be found.

On 9/25/2014, the customer contacted the store with a complaint about the comfort filling in the replacement furniture. We asked her to provide detailed pictures which she did on 9/27/2014. A review of the photos showed that the filling in the back of the sofa simply needed repositioned. Shifting of comfort filling is a common occurrence especially when a particular seat is sat on more than other seats due to positioning in the room and the TV. The manufacturer provides zippered access to the comfort filling so that it can easily be repositioned when shifting occurs.

We also reviewed the photos with the manufactures representative and he agreed that this was only the comfort filling shifting due to use and that there was no defect. He also concurred that the issue could be easily fixed by the customer. We responded on 10/2/2014 that this issued could be resolved by unzipping the back cover and moving the comfort filling into place. The customer replied on 10/2/2Q14 that they were not satisfied with that solution and wanted a full refund.

At Speedy Furniture, we pride ourselves in working with our customers to resolve any concerns even when concerns are questionable. And we have demonstrated a willingness to do so for Ms. [redacted] as well. In this case, in attempts to please the customer we replaced reclining mechanisms in the original purchase that showed no signs of needing to be replaced, allowed the customer to select replacement furniture at no charge and delivered and removed the new furniture at our expense. The manufacturer's representative and Speedy Furniture of Indiana both agree there is no defect in Ms. [redacted]’s furniture and that the shifting of comfort filling she is complaining about is easily fixed by her in her home and therefore we feel a refund is not a reasonable option.

Regards,

Owner Speedy Furniture of Indiana PA

Consumer

Response: