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.
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.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Alberta & East Kootenays. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.