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Consumer Complaints

BBB Accredited Business since 28/01/2014

Airdrie Home Furnishings

Phone: (403) 948-8619Fax: (403) 945-3719

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues2
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
02/26/2016Guarantee / Warranty Issues | Read Complaint Details
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Complaint
We purchased a bedroom set earlier this year. When the set arrived the staining was substandard. After contacting the warranty department June 17 they required more information which was sent June 19. I then heard nothing until July 7 despite follow up emails from myself June 29, July 2, 3 and 7th.

The manufacturer sent out a repairman the end of July and while he did an excellent job, when I returned from holiday I could see that it still looks 'repaired' particularly in 3 spaces.....one of which was a ding that is still quite noticeable.

After contacting them again Sept 21, I had no reply until October 16, again despite a follow up email October 4. That reply October 16 said I would hear back in about a week and despite having sent yet another follow up email November 19 I have not heard anything.

Desired Settlement
Replacement or refund to adequately take into account that I essentially have refurbished furniture despite having paid full price.

Business Response
Contact Name and Title: **** ***** - GM
Contact Phone: ************
Contact Email: *************************.com
We have sent out a wood tech as directed by the manufacturer and the customer in this case is unwilling to allow the touch up to be completed. In this instance we have followed the warranty procedures as outlined by the manufacturer and we continue to attempt to resolve this matter to the satisfaction of all parties involved. As I am sure you understand, Perfect Home Furniture is merely the facilitator of the manufacturer warranty and as such we are forced to work within the guidelines of the factory. Should they be willing to offer this particular customer a replacement, we would of course be willing to do so. At the present time however they have deemed this issue to be a minor blemish in the finish and are confident that the tech can stain the product to bring the standard back to 100%. I see no reason why this matter has been brought to your attention as we are all working hard to ensure a resolution for the customer.

Consumer Response
Although the reply from the store had false information, I have since spoke to ***** from Airdrie Home Furnishings who has handled the matter adequately in my opinion. I have addressed my concerns regarding how this matter was handled up to this point with him. I am satisfied with the resolution.

01/21/2015Guarantee / Warranty Issues | Read Complaint Details
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Complaint
My 84 year old Mother purchased two recliner chairs from this company and one of the chairs is defective and not as ordered. We have been trying since August to rectify the situation with no success. We would like them to reorder her a new chair that is not damaged / defective.

Desired Settlement
New recliner chair or refund.

Business Response
Contact Name and Title: ******* *******
Contact Phone: XXX XXX XXXX
Contact Email: *****************************
My name is ******* and I am the manager of Warranty and Claims. We have been in contact with both ***** and ****** in regards to their recliner. Attempts to resolve this issue have been tried, however the manufacturer is requesting a serial number from the bottom of the chair, this has been requested from the client on more than one occasion and we still have not received it. We CANNOT process the claim without this number.

Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
We were never asked for the serial number til yesterday December 9th ... We have sent the necessary info to ***** ********** as requested. Awaiting a response ...

To date all attempts to contact both ***** and ******* have been ignored ... Phone calls never returned.

Industry Comparison| Chart

Furniture Retailers, Wholesale Furniture Suppliers, Home Decor - Retail

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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