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In Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Beck's Furniture Showroom meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Beck's Furniture Showroom include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 44 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

44 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 0
Delivery Issues 4
Guarantee/Warranty Issues 10
Problems with Product/Service 26
Total Closed Complaints 44

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Beck's Furniture Showroom
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: March 17, 1990 Business started: 01/01/1975 Business started locally: 01/01/1975 Business incorporated: 09/23/1976 in CA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Bureau of Home Furnishings and Thermal Insulation
4244 S Market Ct Ste D, Sacramento CA 95834
Phone Number: (916) 999-2041
homeproducts@dca.ca.gov

Type of Entity

Corporation

Business Management
Mr. Robert Beckinger, President Ms. Lara Francecisco, Customer Service Manager Mr. Tod Paxton, Vice President
Contact Information
Principal: Ms. Sandra Gantz, Controller
Customer Contact: Mr. Tod Paxton, Vice President
Business Category

Furniture - Retail Mattresses


Additional Locations

  • 11840 Folsom Blvd

    Rancho Cordova, CA 95742 (916) 353-5000

  • 5920 Madison Ave

    Carmichael, CA 95608 (916) 331-8720

  • 7272 55th St

    Sacramento, CA 95823

  • 7282 55th St.

    Sacramento, CA 95823 (916) 395-8000

  • 1
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  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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Additional Phone Numbers

  • (916) 353-5017 (Fax)
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Complaint Detail(s)

6/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a bed for my Aunt who is disabled. Recently the bed fell apart, when she was laying in it. This caused tremendous back and shoulder pain. We called customer service and informed them of the one year warranty we had on the bed. This is the series of events that occurred-Customer Service offered a technician to come out 1.5 weeks from the day we called-My aunt has no where to lay down, again she is disabled, so she had to lay down on my pull out sofa-that is not made for long term use or to carry her weight-So we are persistent and the manager, ****, offers to come to the house 3 days sooner than previously offered. -Technician comes to the house to evaluate and fix bed-The technician informs us the bed was put together w/Staples and GLUE and crossbars on the bed was never installed for additional support. The technician also proceeded with fixing the bed, then noticed the bed had two cracks and was unable to proceed any longer with the repair. -We were notified that in 3-4 days we will get a replacement for the frame of the bed or a brand new bed. -This is day four-no technician, no bed, customer service that keeps transferring our calls.My aunt is suffering in pain because she is not comfortable and is trying to heal from the fall.

Desired Settlement: For the lack of customer service, broken promises, unprofessional, lack of compassion for the disabled I am requesting a full refund and replacement for the bed. Also reimbursement for the sleeper couch which I recently purchased from becks. The pull out bed is not made for long term use for a 310 pound woman. The bed is now making noises and we have to have my aunt lay on there because, She Does not have a bed at all to sleep on.

Business Response:

Ms. ******* purchased the "********* *****" youth bed with trundle. This bed is designed for use in a youth bedroom environment and as noted by the customer in her complaint, the individual that uses this bed exceeds that criteria.

 

Furthermore our technician noted that the bed is set up with a "slat roll " as a mattress foundation. These are generally used on bunk beds or in conjunction with center support legs that extend from the slats to the ground. With a trundle unit under the bed,  the center support legs cannot be used to support the mattress.  

 

Even with these conditions we did in fact facilitate the manufacturer's warranty and  replace the damaged items. Also note that we added additional slats to increase support.  We did however inform the customer that they should use a mattress foundation or box spring unit for or future damage may occur.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a couch under warranty and the recliner broke. It was stuck 1/2 up and could not be pushed down because the motor went out. Guardsman who held the warranty worked for 6 weeks trying to get couch fixed. We noted to Guardsman that we have 2 children with Autism and this couch being stuck the way it is was causing behaviors and mobility issues. It could not and we had to be refunded however Becks did not return an calls. Eventually on 3/27/14 we were able to go pick out a new couch. We also purchased a loveseat and side table. Delivery was set 3/30/14 later. No call ever came to give us a timeframe of arrival. After we called Becks said they cancelled our delivery because we didn't pay! I talked with customer service and learned that our salesman didn't put our credit in the correct spot. Now, we had to take another day off work for this delivery because weekends were booked, 4/2/14. They delivered and struggled removing the old couch because of the position it was stuck in. Now, one one side the new loveseat is leaning and rubbing against our floor. I called to get a tech out and they couldn't get anyone out until a week later 4/21/14. Saturday we get a call that they need to reschedule for another day. I had already requested the day off work and now have to take another (all without pay). I am now at 3 days without pay because of Becks delivery/tech issues and 2 months of broken furniture. Can you believe we NEVER got an apology only excuses why this was happening? I don't know IF they will be able to fix this new loveseat. We have an extraordinary business life with dr appts & therapy with our children and this ongoing customer service was just plain disrespectful. Becks doesn't want to take care of their customers so we felt the only way they will understand the constant struggle is going to the BBB.

Desired Settlement: An honest apology would be nice but we can't make a company do that. After many months of broken furniture, working furniture would be nice especially with the money we spent.

Business Response:

We have contacted this customer and resolved the issue.

Consumer Response: I am rejecting this response because: my furniture has not been fixed yet.  I have spoken withe Becks and the gentleman I spoke with was pleasant and assured me the problem will be rectified.  We had a tech come out yesterday and they stated they have to order a part and return to fix the love seat.  Once they have fixed the furniture I will be happy to resolve this complaint.

 
thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We picked up a bonded leather sofa from the Folsom Blvd location 12/30/08. Even though the sales lady assured us REPEATEDLY that the sofa would not crack, peel or flake, it started to crack, peel and flake within 2 or 3 years, well within the 5-year warranty period. We had someone from Guardsman (Beck's furniture insurance company) come to take a look at it some time in 2012 (not sure the exact date; have been calling Guardsman to find out, but no one answers the phone). He said it was a manufacturer's defect, but that it would not be covered unless we had accidentally punctured the sofa. They refused to honor their warranty.

Desired Settlement: Refund our $1,299.85, which includes the price of the seemingly worthless protection plan

Business Response: We have extended an offer to this customer that they have accepted.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

**** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a couch from them on sept 26, 2011 for$1,079.95. In addition we purchased a five year warranty for $99.95. In July of 2013 I contacted the warranty company and sent them pictures of the couch. They sent a representative to our home and said it was a manufacturers defect but that they would fix it anyway. We never heard back from them. I called several times and did not receive a call back. We then went to the becks showroom with pictures of the couch and were given the phone number for customer service. Becks customer service has not bothered to even return our calls. We are extremely unhappy. The middle cushion of the couch is totally deformed and sunken in and looks really bad. We think a couch should last more then two years especially if you purchase a warranty. We would really like to return the couch for a refund since I am so upset now but will settle for a replacement or just for them to fix the awful thing.

Desired Settlement: Since hey have been so unresponsive we would like a refund so that I never have to step in their store again. To bad because the sales person was pretty wonderful.

Business Response:

We warrant all product to be free from manufacture defects in material or workmanship under normal use for the period of one year from the date of delivery. This is noted on the back of the sales order which is reviewed and signed by our customers.  Additionaly this customer did not purchase a "warranty" from us. We only sell "protection plans" and they cover accidental damage only. That being said the protection plan company did perform a service and repair to this customers merchandise in August of 2013. I have attached an email from our customer service department to the protection plan company with their response.
 
We have no record of being contacted until the end of January about this problem. We are contacting this customer now to review and verify the repair.
 
Update to follow,
 
 

Business Response:

We warrant all product to be free from manufacture defects in material or workmanship under normal use for the period of one year from the date of delivery. This is noted on the back of the sales order which is reviewed and signed by our customers.  Additionaly this customer did not purchase a "warranty" from us. We only sell "protection plans" and they cover accidental damage only. That being said the protection plan company did perform a service and repair to this customers merchandise in August of 2013. I have attached an email from our customer service department to the protection plan company with their response.
 
We have no record of being contacted until the end of January about this problem. We are contacting this customer now to review and verify the repair.
 
Update to follow,
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new mattress with a one year warranty, and Beck's Furniture is refusing to honor the warranty I purchased a new mattress from Beck's Furniture in Folsom, CA on 9/17/13. The mattress was a Simmons Brand and came with a one-year manufacturer defect warranty. Immediately after purchase, I noticed a dip in the middle of the mattress. I immediately called and a technician came to check the mattress. They alleged there was a problem with a box spring, so was not covered by the warranty. They changed my box spring, and the delivery man noted on the delivery document that the "Box spring is not the issue Mat has a dip in it". I tried talking to the manager at Beck's and they refuse to help me. They offered my daughter a store credit to resolve this and now refuse to even give me that.

Desired Settlement: Because of how they have treated me and the fact that they have been dishonest in selling me a defective mattress and then refusing to replace it or give me a refund, I would like to get a refund and take my business elsewhere.

Business Response:

 
We have contacted the factory on behalf of the customer and they have authorized a full refund of the customers order. She has been contacted and is aware of the return authorization.
 
 
Thanks for the help,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a bedroom set. at the time of purchase I explained to the salesman and financial department my financial situation, how much income I receive every month and what I would be able to pay monthly. They agree that they could stretch my payments over 24 months at about $30.00 per month. But they didn't write the contract agreement up like that, so I am being hit with late fees & back interest. I just found out that the salesperson that sold me the set hasn't been there since I purchased it. I feel I was swindled.

Desired Settlement: Rewrite the contract the way I originally asked them to so that I can afford the payments & take off the interest that was added on.

Business Response:

I have attached the two contracts signed by the customer. As you can see it clearly states that the balance MUST be paid in full before the end of the promotional period of 6 months.

 

There is no way that this could be done if, as she states, we told her she could make monthly payments of $30.00. We are very careful in explaining that the actual amount of monthly payments will be noted on the monthly statements from the finance company, however, it must be paid in full prior to the expiration of the promotional period.

 

The following is an email from our Accounts Receivable manager sent in response to my request for information on this account.

 

I don’t recall the exact date that I spoke to her but I did explain that she signed the contract for 6 months and those were her terms. She explained that the sales person told her she could pay whatever she could afford due to her being on limited income. When I spoke to her the 6 month terms were already up and she wanted me to restart them I explained to her that was not how it worked.

 

 

***** ****

Beck's Furniture

Accounting Supervisor

916-353-5000 ext ****

*****@becksfurniture.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Received advertising circular in the mail from Becks. The circular contained a misleading statement that Beck's wouldn't honor or adequately explain. I received a circular in the mail on Dec 16, 2013. I was looking for a twin size mattress and noticed that the circular advertised one suitable for my granddaughter. The price was listed as $98.00 for each piece of a twin size. I only needed the mattress and noticed that the circular also said "Mattresses sold separately, slightly higher". I sent my daughter to the store to purchase the Simmons Firm Tight Top mattress thinking the price would be "slightly higher" than the $98 advertised price. When my daughter got to the store, they told her the price of the twin size for the mattress only would be $179.00. Even the most reasonable person wouldn't think that the definition of "slightly higher" would mean almost double the each piece price. I called the store manager to express my concern and while he was friendly and understanding, he said he had no control over the advertising and found it quite misleading himself. He went on to say that they get a number of complaints about this advertising practice.

Desired Settlement: I would like to ask Beck's to stop misleading their customers and put the actual price in their circulars.

Business Response: Initial Business Response
It was not our intention to mislead our customers. Unfortunately the cost scheme for the factories has changed over the years and some of the sets do have a significant difference in the price of the mattress. We thank you for bringing this to our attention and as a result we have changed the format of our mattress pricing in our future printed advertising. It will now reflect the mattress only price for the twin and full size mattress's. The queen and king will continue to show the set prices and there will be no further reference to "Each Piece" pricing on any set. We apologize for the misunderstanding and thank you for taking the time to inform us of this discrepancy.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered PLUSH mattress and salesman wrote FIRM mattress and delivered the wrong product. Beck's refused to take it back since plastic bag was opened My family went to Beck's on 9/7/13. Since the sale rep was very helpful and informative so we decided to buy several items (6000$ worth) from Beck's. We told the sales rep ******* that we wanted the FULL PLUSH mattress and we repeated that several times to him. It took him a long time to handwrite all the items that we ordered. Finally, he came back and tried to talk us into buying his warranty insurance. When we refused, he sent his manager to talk us into buying warranty insurance and we refused again. Finally, the sales rep came back to tell us that he would move the numbers around by taking amount off here and there so that our cost for warranty would only be $50. We were so tired by then that we agreed to $50.00. After he was done with the invoices, he showed us these papers and showed the amount he adjusted. The sales rep did not go over each item that we would be receiving. When the products were shipped on9/15 and put together, we noticed that the mattress did not feel the same. We checked the mattress tag and it turned out to be FIRM not PLUSH as we requested. I called customer service on Tuesday 9/17 and the man said he will email the sales rep ******** On Thursday 9/19, I called the salesman ******* and his tone of voice changed. He said if the plastic bag is opened there is nothing he can do. I said I did not realize it was the wrong product until I lied on it. He said it is my fault if I did not read the invoice. Well, the invoice is filled with handwriting numbers and words that no one can really understand unless the salesman went over his own handwriting. I told him that the reason why I bought so many items from him was because I trusted his sincerity and that I can contact him anytime with problems. He then transferred me to his manager ******* ********* The manager's tone of voice was very condescending and hostile. He said If I bought $6000 worth of items then you I be more careful at checking items. Also, he became irate and kept saying I am accusing him of lying and that I am calling him a liar. I tried to call customer service to speak to ***** but could not get through. I guess these people only care to make 1 sale then quit because with their horrible customer service ( not live up to their words) who would want to come back! Sales order #:XXXXXXXJFRY, item #XXXXXXXXX, **********

Desired Settlement: I would like for Beck's furniture to replace the firm mattress that I never wanted with the PLUSH mattress that I ordered.

Business Response: Initial Business Response
The customer received her mattress set on the 15th of September and accepted and signed for the product. She then contacted us on the 19th of September to inform us that she had been given the wrong set. We pulled copies of her original order and verified that she had received the correct product. All the paperwork reflects that she did in fact order and pay for a "firm" set. Additionally, we have a no return policy on mattresses. This is gone over at the point of sale and it is clearly stated on the back of our invoices. We will however, allow this customer to reselect provided she is willing to pay a restocking fee of $199 dollars.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My experience with your Rep *** was completely unacceptable; I was left completely appalled and perturbed with the disregard and dismissal tone. On Friday September 6th 2013 I was extremely excited for the arrival of my recently purchased Robert Michael's couches from Beck's Furniture. The sales representative, **** was super helpful and cut my delivery fee down by 50%. My purchase experience was a pleasant one. However Beck's Delivery process was quite the opposite. My delivery time was between 11:30-3:00, which was done between in the times agreed. Delivery staffs arrived approximately at 1pm, but to my surprise were not prepared to do their job. There were two delivery men, ****** the diver and his assistant (name unknown), as they attempted to bring in the first piece of my couch, they hit the entry way of my front door, later to find out they had scuffed/ripped the leather on my new couches. Then they told me my couches would not fit through my front door. I asked them if they would be able to bring them through my backyard sliding glass door. ****** was willing to try but his assistant seemed hesitant, as if it were a problem, due to it may take a little more work to bring them through the back instead of the front. I showed the assistant the sliding door and without any thought he said, they were not going to be able to fit. I suggested allowing me to look for a measuring tape so we can measure, if in fact, it will not fit. I walked from my back door to my front door looking for my measuring tape, to my disappointment I could not locate it, as I was approaching the assistant by the back sliding door, told me "I already measured it and it's not going to fit". I asked "what do you mean? Do you have a measuring tape?" He said "no." Confused I asked him, "Well how do you know they will not fit?" He told me he used his forearm as a method of measuring. My jaw dropped! To my disbelief he advised me he will be rejecting the delivery and furniture will be sent back to Beck's. At this point I was fed-up with their little effort to even get close to a successful attempt of bringing in my couches. I then asked them to just leave the couches here; when my Husband gets home he will know how to bring it in. I took a picture of the damaged area and promptly called customer service, spoke with Rep named **** I stated the delivery men had just left my home 5 minutes ago and proceeded with explaining the above. *** asked me to send her the picture via e-mail and that her Manager "*****" was out until Sunday 9/8/2013, and to expect a resolution at that time. Meanwhile, I was so upset; I reached out for comfort of my Husband. After hearing the ordeal I had to go through with the delivery staff, he was livid. My Husband extremely upset, advised me to call back customer service and have the entire delivery picked up. I called the customer service line back and spoke with ***. *** did inform me the delivery guys were no longer in my area. I explained to him what the problem was and he told me they would not be able to come and get the couches today but they would be able to come the following day which was September 7th. I told him that was fine but I have nowhere to store the couches and stressed the issue that they would have to be picked up today. *** informed me to call REC "financing dept. that I went through" and they should be able to come get them. I asked *** if REC and Becks delivery department was the same company or departments. *** told me with confidence that they should be able to come today and pick up the couches. So I did call REC and told their kind and friendly agent what happened. Rep advised me to call Beck's customer service and ask to speak to a supervisor as REC has no association with the delivery. Spoke with Rep **** now being my fourth call regarding my dilemma and events that toke place earlier with the delivery process. Rep told me the earliest they could come back to get the furniture was Thursday September 12th. I tried to explain my situation but Liz would not allow me to complete my sentences. (Continued below)

Desired Settlement: . I kindly asked her to please let me finish as I was allowing her the same courtesy. I continued to ask if *** scheduled a pick up on 9/7, per our prior conversation. *** replied "no he did not, because we do not have any openings for tomorrow." I informed *** that *** had confirmed delivery staff would be able to come the same day. *** abruptly said "*** did not say that, because he sits right next to me and I did not hear him say that" I asked **** are you calling me a liar? Disregarding my question, *** continued to say "when you first called in you told me the delivery guys damaged your door not the couches." At this point, I was extremely upset and frustrated; I have never experienced this kind of "customer service" in my life. Initially *** advised me he could send a driver back the following day, which according to *** was not booked. My experience with your Rep *** was completely unacceptable; I was left completely appalled and perturbed with the disregard and dismissal tone. I asked for her Managers name and phone number, she advised Manger's name is ***** but failed to provide me with a phone number. I was previously informed calls are recorded. After ending the call with **** I called back and left a voice mail message on *****'s line. I mentioned my disapproval of the customer service I received from Rep *** and asked to have our call pulled for review. I have yet to hear back from *****. However, I did come in contact with the delivery manager on 9/7, which was very helpful and apologetic. As a Courtesy he will be refunding the delivery fee as we carried the furniture inside ourselves. He advised me only the Customer service Manager has the authorization to refund fees. I told him okay, no problem, as I am expecting a call back from ***** anyways. I made a second attempt to get in touch with ***** on 9/8 and was on hold for 17 minutes to have someone hang up on me. I called right back and was on hold for 13 additional minutes and was hung up once again. (Attached is a copy of my call log) I am a first time and LAST TIME customer of Beck's. I was excited to go shopping for a long time needed upgrade of my couches. My Family and I are a hard working family, like every American family two thousand dollars, does not come easily. But I believed that making a purchase with Beck's furniture would in the long run turn into an investment. I was ecstatic to receive my delivery, which quickly turned into turmoil due to the poor service and incompetence of staff. I was denied the enjoyment and relaxation of my new couches. My couches sat outside in the sun on my drive way for four hours, I had to await the arrival of my Husband to help me. My Husband and I were forced to carry our now damaged couches into our house through the front door. This was not a light task, the 3 piece set to complete the couch were extremely heavy. I am not use to hard labor; as a result, my back is now sore. Due to the dissatisfaction and horrific customer service experience, I am requesting half off my entire purchase. I will save my photos and email them to upper management if needed.

Business Response: Initial Business Response
Contact Name and Title: *** ****** Vice President Contact Phone: XXX-XXX-XXXX Contact Email: *******@becksfurniture.como I spoke with the customer prior to receiving notification of this complaint. I hope we have resolved this on our own. We have pulled statements from everyone involved and these are my findings: 1. Our delivery teams are tasked with making the decision as to whether or not they can safely deliver product into a customers home. In this case they tried and obviously were unable to do so without causing damage to the home and the product because they actually damaged both in the initial attempt. Our teams are paid commission on what is delivered so, when they attempted to bring the product back to the warehouse it was at a loss of pay. Their incentive is always to complete the delivery. 2.When the customer directed the delivery team to leave the product in the driveway she accepted responsibility for that product. Our trucks are routed via a computer days in advance and customers are contacted and given time frames and expecting their deliveries. When she called into customer service 30 minutes after they had left and expected the truck to turn around and come back and pick up the product, that was an unrealistic expectation. The truck was already on its way to another town with many more stops ahead. The communication with *** and *** was overheard by our internet inquiry department and there were certainly opportunities for training that we will use, however, *** and *** both apologized and told the customer that we could not come out and pick up that merchandise that evening. Furthermore, there were long moments of silence overheard while the customer continued to demand that we turn around and go pick up the product. In ****** statement she said: "The customer started to yell again stating that she was going to have me lose my job and that I would be unemployed here real soon. Again I apologized, explained I have documented everything in our system and my manager would be in on Sunday and I would also email her. The customer was still yelling at me to come pick up today and I explained again why we were unable to have a truck go back and get the pieces." I believe this customer made a decision that her boyfriend/husband did not like and she tried to change that decision and was unhappy with having to "send back the furniture." When I spoke with her she loved the furniture and just wanted it in the home and was very disappointed that the delivery team couldn't make that happen, but it worked out because she and her boyfriend were able to get the furniture in the home. I apologized for the trouble she had with the delivery, I told her we appreciate her taking the time to send us an email explaining what happened. I told her I would set her up with an in-store credit for $100 in addition to refunding the delivery fee. She told me she had seen a dining room set that she wanted and would use it to purchase the set. she thanked me for calling her. We will not be refunding any further money on this order.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defective Power Recliner AND Defective Power Loveseat. Service slow and unprofessional Defective Power Recliner and Loveseat. Power Recliner Original Order # XXXXXXXXXXX Power Loveseat # XXXXXXXXXXXA On 6/27/2011 we purchased a power recliner from Beck's Furniture in Rancho Cordova. We also purchased the 5 year furniture protection plan. On 7/26/2012 the power chair stopped working, no power. I called Beck's and someone was sent within a week. The chair was picked up and we were told it would be about 6 weeks for a new motor to be delivered from China. After that 6 week period I called about 3 times to find out WHEN we would get our chair back. I also asked if we could just trade the defective chair in for another model. I was refused this option. I spent literally hours on the phone trying to get a manager to email me or call me, with no success. Finally a customer service rep (not ***** the Customer Service manager) called me to set up an appointment to have the repaired chair delivered. THAT was 12/10/2012. Almost a 6 MONTH wait. A new motor had been put into the chair. When the service person delivered the repaired chair he mentioned that there was no reason why the power recliner had needed to be taken back to the store. He said he could have repaired it in our home. Now the motor on a matching power recliner loveseat has failed and I will start the process for a second time. The leather on the loveseat has also faded on the head area and seat due to wear and this piece is less than 2 years old. I am very disappointed with the Customer Service Management at Beck's. It is very unprofessional NOT to return calls or emails. It appears this recliner and loveseat are of inferior quality and I would like a refund. Ideally, I would like both pieces refunded as they are a matching pair. I am still waiting for a reply from the Customer Service Manager regarding the loveseat. I left a message on 7/25/2013. I called again on 7/26/2013 and was told that she was off for a couple of days. Today is 7/30/2013. Still no reply.

Desired Settlement: I would like to be contacted in a timely manner and not have to keep calling the store with no response. I would like to get a refund for both pieces as they are a matching set and I have issues with BOTH pieces.There is the concern that the power recliner and loveseat will fail again.

Business Response: Business' Initial Response
I just spoke to the customer yesterday 7/30/13 she e-mailed me pictures to pass to the manufacture, she is aware it should take possibly a week to get a response on what can be offered from the manufacture on the loveseat

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) Beck's Furniture and **** in the Customer Service Department have followed up with my complaint to my satisfaction. **** was consistent with communicating what was happening in regards to the manufacturer. We were able to go to the store and choose another loveseat. I appreciate the stores attention to this matter and will continue to shop there and recommend the store to others.

Business' Final Response
Customer ******* ***** was delivered all new merchandise on 9/2/13, we took care of her and the manufacture allowed return of the defective merchandise.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered 3 identical couches. They are made with a defect that has already started to punch 2 holes in each couch. I have made about 3 phone calls and 2 email complaints to BECKS now. Our new couches have 2 holes starting in each one. All back has done is send a person out to look at it. This was on 7/27/13. This person agreed this was a defect by the couch manufacturer. He told us that it was noted and we would hear back from them. It has now been almost 6 weeks and we have not herd anything back. We have been told that we could return the couches, I am not sure if that still stands. We would be happy with similar couches without the Defect.

Desired Settlement: We have been told that we could return the couches, I am not sure if that still stands. We would be happy with similar couches without the Defect. At this point I do not want these couches, or any made the same way. If it is made with this visible defect, what else may wrong that we have yet to find.

Business Response: Business' Initial Response
We just spoke to the customer on 9/5/13 and we set up the customer for the necessary shop repairs that are needed for the merchandise. We are picking up the merchandise on 9/15/13 and have told her it is about a week for the turn around time in the shop.

Consumer's Final Response
The day after I emailed them and filed this complaint, we got a phone call. They said they will fix the ones we have. But would leave us without our couches for up to two weeks.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional earlier this year and it was broken. They have yet to replace it. I purchased the sectional earlier this year and it was apparent that something was wrong with it. When I finally had someone come out to my house I was told I would be one of the 1st calls but by the end of the time allotted is when the rep finally showed up only to confirm it was broken and that he couldn't fix it nor did he had the time. I have tried calling and calling and nothing has been done. At one point they wanted to take half of the sectional to "fix" it at their warehouse. This is unacceptable to me as I will be left with half a sectional and it is small to begin with. I would just like a replacement for a refund and this is what I stated before.

Desired Settlement: I am disappointed in this company as I had done business with them before and was never treated this way before. I would just like a refund now as I have tried and tried to get this matter resolved to no avail.

Business Response: Business' Initial Response
We have done an inspection for the customer already and we have offered a shop repair for the backrest frame that is broken or another technician in the home to do the repairs she has refused both. The customer has had the merchandise since November 2012 we are working off of the manufacture warranty and the warranty calls for repairs. We are not offering a replacement of this set, just to repair the backrest frame.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Customer service has been HORRIBLE. I have called and called many many times and they NEVER call back! I will NEVER do business with Beck's furniture again. I recently purchased a kitchen table from ********* *** and one of the legs was broke. I called, they transferred me to customer service and I had it exchanged in 2 days!! Since I purchased this sectional I have left many many many calls to customer service and NO ONE had the courtesy to called back. I finally out of sheer determination and frustration talked to the sales manager who said she would get someone to call me back and true to her word she did but this was after I threatened her with bad reviews. The only recourse I would like is to have a refund. When I called Becks about my sectional they had someone come out AFTER MONTHS and I was told I would be the 1st or 2nd customer to be taken care of on that day. But true to Becks track record the tech came 30 minutes before the end of my allotted time and told me he didn't have time to fix it! Nothing but LIES....I will never deal with Beck's again. I did my part and tried to let Beck's know about my problem right away but they never call back. Then when they do come over they have to come back to pick it up to fix it so guess what? Another appointment! My sectional if falling apart! I WANT A REFUND!

Business' Final Response
I have e-mailed the pictures to the BBB. A back rest frame needs to be repaired we have even offered to do the repairs in the home and not in the shop.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a sectional, got an extended warranty, was told it covers any kind of damage, contacted becks for damage,was told warranty only covers accidents I bought a sectional on Jan 15 2010, was upsold an extended warranty. I was told that it covers any kind of damage for 5 years and helps increase the life of furniture. Recently, parts of sectional's top layer started peeling on it's own. I contacted Becks, was told to contact the warranty company (Guardsman Elite). They told me that as this is not an accident they will not take any corrective action. Re-contacted becks, regarding extended warranty, customer service opened a complaint, after 3-4 weeks I received an email stating manufacturer warranty is good only for 1 year. On 6/1/2013 I contacted customer service regarding my complaint, I was again told that manufacturer warranty is good only for 1 year. I asked about extended warranty, was told that Becks is not responsible for it as it is a third party warranty. I told them that Becks sold me the warranty and salesman told me that extended warranty covers all kind of damages, even accidental damages. Customer service person again told me that Becks is not responsible for third party products (which is funny, as all the retailers sell third party products, including Becks). I requested customer service to send me an email stating the same, to which she answered that they are not obligated to do so, moreover its an sales issue so customer service cannot help and then she hung-up the phone. Then I went to the store in-person, asked for sales department's manager. Instead a customer service manager came to meet me, he is the same person who sold me this sectional. He told me that as the extended warranty is a third party product, they cannot do anything and warranty only covers accidents. Upon telling him that he told me that warranty covers all kind of damages, he said he never said that. Then he suggested me that I should go and file a law suit in a court or a consumer court, he will not do anything regarding my complaint.

Desired Settlement: Either the sectional should repaired or replaced. If this is not possible, I would like a refund.

Business Response: Business' Initial Response
This customer was spoken to at our Folsom location on Saturday June 1st and he was instructed that the extended warranty covers what it says it covers and the warranty does need to be read by the consumer. Beck's facilitates a manufactures 1 year warranty and the customer is 2 years out side of that warranty Ashley Furniture covers there leather products for that 1 year. There is nothing that we can offer through the manufactures 1 year warranty because it has since expired and that was explained on June 1st. We will not be providing and coverage or any refunds to this customer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was instructed to go and check out the what is covered section of warranty and I did that. Point 5 of what is covered states that "Any puncture, cut, tear, and rip from single incident" is covered And, the business has not responded to my complain about the manager and customer service person telling me that Beck's Furniture is not responsible for the warranty as it is a third party product. In the response Becks has wrote about 7 lines and 5 are regarding the 1 year manufacturer warranty, where as my complaint is about the extended warranty they sold me and are not owning it now as it is a third party product. As far as I know, they don't sell any of their own product. So this time if the business can reply specifically to my complain, it will be appreciated.

Business' Final Response
We feel this complaint has been responded to. The customer asked us to replace, repair or refund and that is not an offer Beck's will take since the merchandise is out of warranty. Now if the customer has filed a complaint with Guardsman and was denied then we feel his problem is with Guardsman the extended warranty he did purchase. When he was in the Folsom location and spoke to **** the customer liaison the customer was fully understanding of what was explained to him. That we are unable to cover the furniture it is out of warranty. If you have not filed a claim with Guardsman you should read the warranty then file a claim. The manufacture is not going to cover the merchandise. There is nothing further we can offer as **** explained to him when he came into the store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not recieving dresser after paid in full from my mother. My mother ****** ****** and I went to Becks in March yo pick out a dresser. We saw the dresser and decided to get the whole bedroom set. We paid for the set in full. We were told that the dresser would be dropped off in 6 weeks. We waited 6 weeks, and no dresser. We then, went to Becks to find out that it would be here in two weeks. Then we got a message that the back order is still not here, we were told to wait for another two weeks. The manager only gave a 10% discount for late arrival when we demanded it the first time. The second time the customer service reps cut the phone out when my mother was trying to deal with our late arrival. This is not good customer service! So now we want either the dresser before the two weeks, or them to take the whole set back and we will go elsewhere.

Desired Settlement: See above-refund on the whole set or dresser

Business Response: Business' Initial Response
The customer has a chest that is on back order with the manufacture. The ETA (estimated time of arrival) for this chest is late June. This merchandise from this manufacture comes from overseas and is traveling on container, that is why the ETA sometimes changes and that is also why it is an estimated time of arrival. The customer was given a discount and it has already been refunded to her. The merchandise in the home is past our 3 day return policy and for it to be considered for return that approval would need to go through upper management.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We reserved a couch and love seat with a deposit on January 19, 2013. We were told they would come Jan 31.. We have the love seat but still no couch. We ordered a couch and love seat on January 19, 2013. We were told that the couches wouldn't come in until January 30th. We put down $100 deposit. Initially we were resistant to this because we wanted them by Superbowl but Don, our salesman, assured us that it would be ok and it was worth a two week wait to get the couches we wanted. On February 1, we still hadn't received any information about the couches. I called and spoke to the manager and they said the couches were scheduled to come in February 14th. I was upset about this so we decided to got to the Watt ave location to see about in stock couches. I drove to the Watt Ave location to see what was happening with the couches. The floor manager there told us they had the power version in stock and the couch was going to come in on February 28th. We really liked the couches and figured we would upgrade to the power version so we could at least have one couch. We picked up the love seat on Feb 2nd. In the beginning of March I realized we still had not heard anything from Becks about our other couch. I called and spoke with someone at Folsom and he informed me that the couches were coming from China and they stopped all exports of items for the month of March for Chinese New Year. Since the couches hasn't been shipped yet, he didn't think they would be shipped until the beginning of April (come to find out Chinese New Year is the end of January so I'm not sure where that came from). So another month passed by with no couch. At the second week in April, after hearing nothing from Becks once again, I called. I was told *** would call me back. After 3 days I received no call. I called once again and talked with a different manager since Don wasn't in. He said the couches were supposed to come in one week but gave us the option of returning the love seat we had (if it was in pristine condition) and choosing different couches. He reassured us the sofa would be coming in a week because that's when he had a delivery date. We decided to wait once more. Again I heard nothing from them come May 3rd. I called and was told Don would call me back...nothing. So I called once again and was told *** would call me. He called May 15 and told me the sofa was coming May 22 and he would give me a call the 23rd or 24th. It is now May 30th...19 weeks after first ordering the sofa and I still have no sofa. I called Becks at 11:00 this morning and they assured me *** would call as soon as he got in. The store is now closed and I still have not revived a phone call. This has been very frustrating and disappointing.

Desired Settlement: We really loved these couches but at this point we would like a refund for the love seat we currently have so we can go find couches somewhere else. We should have taken that offer before but never imagined it would take over 4 months (and counting) to get a sofa. I don't foresee Becks offering a discount for this headache so at this point we would just like to take our business elsewhere. Since we cannot get a matching sofa, we would like the love seat fully refunded including the warranty we paid for and our deposit on the sofa. If they are willing to offer a discount we may consider.

Business Response: Business' Initial Response
Due to unforeseen circumstances with the shipping company of this merchandise, they had to locate a different shipper from over seas to us here in the united states, at this time we do have a middle of June eta on the merchandise. I tried to contact the customer today to make an offer to her to wait out the arrival of the power sofa that will be here in the next few weeks. I am waiting for her to return my call.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2013 Problems with Product/Service
6/4/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 01 APR 13, PurchaseD kitchen table and small pub table to be delivered on 04 APR 13. Only complete pub table set and 4 table chairs were delivered. 01 APR 13, Purchase kitchen table and small pub table to be delivered on 04 APR 13. After purchase, I was told kitchen table is not in stock and it would be delivered in one month. 02 May 13, I called and spoke with *****, the Floor Manager, to ask how come my kitchen table has not been delivered and he told me "You will receive it in another 6-8 weeks, but no guarantee." He did not offer a resolution or possible compensation for the opportunity cost I have incurred. On my receipt/invoice they wrote and it clearly states "4th April" in the delivery date section. I understand unforeseeable things happen which effect service, but I feel I was deliberately mislead to believe would receive all of my furniture on 04 APR 13. I cannot accept to be lied to on a continual basis. I am an active duty Soldier and they said they "Support our Troops" which was/is one of their selling points.

Desired Settlement: 1-Ackowledgement, 2-Table from showroom or 3 Refund or 4-For them to offer any possible resolutions.

Business Response: Business' Initial Response
I have passed the customers resolution requests onto the sales managers at the Florin location and once of them will be contacting the customer to resolve this matter with the customer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) *****, the Floor Manager, called and he was only willing to offer to refund the $39 delivery fee. My invoice, which they hand wrote, states my entire order would be delivered on the 4th of April. I was willing to take the floor model, but he refused my offer. He wouldn't even offer an apology.

Business' Final Response
I left a message for the customer to call back so we can set up a date for us to pick up the chairs in his home. We will gladly process a refund as well.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Couch is broken after 3 months of purchase,broken 2nd time with in month of repair. Now I want it replaced not a repair again. I bought a couch, loveseat ($1471) and a bed ($1174) on 11/20/12 and got delivered on 11/26/12. We found on 03/04/13 that middle seat of couch is completely falling back, and support frame on the bed is broken, I complained in the showroom with pictures on the same day. Technician came on 03/10/13, they took the couch on 03/21/13 and same couch was delivered on 04/05/13 after the repair, they came with the support frame and replaced it on the bed. Again on 04/29/13 we noticed that the same middle seat of the couch is falling back, I went to the showroom again with pictures and explained to the manager that I don't want the same couch to be repaired and wanted a replacement, he told me that they cant do any thing in the showroom and has to go to customer service and he forwarded the case to customer service. I called Customer service from there and asked for manager, the reply was manager is not in office for 1 week, nobody was there to handle at that level and customer rep. told me that they can get the technician for visit only on 05/15/13, after 16days. once again I went back to the manager in the showroom, he told me the same thing again that he cant do anything. Technician came yesterday (05/15), took the pictures and went, today (5/16) customer rep. called me and told me that they want to take it back again and repair it, I insisted that the I want a replacement, but she told me that they can only repair per manufacturer policy. And she said they will take another 15 days for parts, she can boot for a pickup on 01/06/13. Purchace date : 11/20/12 Model:XXXXXXXXX/XXXXXXXXX OrderNumber:XXXXXXXZACI Payment Amt :$1471.11 + $99.98 5yr protection Payment method : VISA card

Desired Settlement: out of 5 months, it was not working 2 months, and they repaired it twice in 45 days. I want a replacement or refund for this couch and loveseat, I cant go on getting this repaired, and keeping it for months and months broken waiting for the technician and repair.

Business Response: Business' Initial Response
Customer was repaired in our shop within the past 30 days for frame issues. It was delivered back and 24 days later he reported that the frame was broken again. Since it takes a substantial amount of force to break wooden sofas frames, Beck's feels that it is not a 100% a manufacture defect and are only willing to do another shop repair to replace the frame boards. This is what the manufacture warranty calls for, is repairs over replacing and the customer has been made aware of the warranty rules. He was spoken to on 5/16 and disagreed with us repairing the sofa again and told us he would take other other routes in getting the sofa replaced. At this time the service is still open and the only option available is for a shop repair. If the customer agrees we will schedule a pick up and repair it here in our Rancho Cordova warehouse and return to him at no charge when all repairs are completed.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I paid money to keep the furniture with Becks for almost half o the time. Now they started false allegations that its not manufacture defect and forcibly broken, giving the impression that they are doing a favor by doing repeated repairs. I am on vacation and will not return to California until 12th Jun. I will take appropriate action once I return.

Business' Final Response
There are no way to provide attachments here. We are offering what the warranty covers a shop repair.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Theater Chair PowerReclinerfrom Beck's furniture that has a defective switch and has never worked correctly from day1.I want a new chair I purchased a Theater Chair Power Recliner from Becks and I love it but, on the day it was delivered it stopped working and then it started working again and stopped again. I called Becks customer service and they scheduled a technician to my home within two days. The technician was very professional and detailed inspecting the chair and determined that it was a defective switch. The switch has a short in it and the technician said it has to be replaced he estimated 6 to 8 weeks for replacement to receive the new switch. I called Beck's customer service for a replacement chair and they said "it would only take 2 weeks to get the new switch and it was the manufactures policy the repair first so, no replacement chair." I purchased the chair on April 15, 2013 and it has never worked. I paid over $1000 for a chair that I have not been able to enjoy. I paid for a new chair not a defective one and I believe it is very poor customer service to expect me to accept this chair I want a new chair not a repaired one. I'm sure you understand that being a consumer yourself. This is unacceptable and I would like a new chair or a refund. If this manufacturing rule we were told is what you want us to accept then I definitely want a refund with no additional pick up fee. I left a voice message with the Customer Service Manager on April 28, 2013 with no response to date.

Desired Settlement: I would like a new chair or a refund. If this manufacturing rule we were told is what you want us to accept then I definitely want a refund with no additional pick up fee.

Business Response: Business' Initial Response
This customer ****** be contacted shortly to set up an exchange of the chair, he ****** be getting a new one from us to replace the defective one in the home.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: customer service/repair service i purchased my living room set from becks on 55th street back in june 2012 it hasn't been year springs start to pop up scalled becks for repair they took my sofa on feb 27th and returned it on march 7th saying they found somekind bugs so they can't fix it beacause its health issue for their worker i called the terminix guy he came inspect my furniture and house and he found nothin so called becks told them everything since that day i call them almost everyday no one returns my call oh and when they returned my sofa the fabric on the bottom wasn't put back staples were left in there abot hundred peices of staple ...i also have a one year old at hoe you think wasn't a health issue for my baby

Desired Settlement: since all that happened i either want them to rfund my money or replace it

Business Response: Business' Initial Response
This customer was contacted yesterday off of her Internet inquiry through our web site that we would like the pest control companies name and phone #. We found bed bugs in the sofa when it was taken apart, it was explained to her over the phone that we will honor the warranty when there are no more bugs. She said they found no termites. We cannot not have bugs here in the warehouse and there were many life cycles found in the sofa so that told us they had be present for a while. The information that was requested from the customer has yet to be provided to us. Once we speak to the pest control company we will determine from there what our next step in servicing the merchandise will be. It is a health hazard to our technicians to be working on the product if there are bugs present not to mention detrimental to my warehouse if they were to contaminate my business. we will not be replacing her merchandise with new merchandise and we will not be issuing a refund as requested.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) in their response they said they contacted me about my internet inquiry through their website they never did i believe that the business is making excuses i have no problem giving them the terminix company's information but they never contacted me and when i called (which was before i filed complained againset them on bbb.org )they never returned my call and they day they said they found bed bugs in my sofa i told the customer service manager i need something in written saying that she said she will mail out the letter today mean on march 7th i still have not recieve that letter but i do have certificate from the terminix company saying that they found nothing in my furniture or in my house if you would like i can mail you the certificate i want my money back

Business' Final Response
I have provided in writing via the this channel of communication (BBB) that I am willing to honor the warranty for repair once I get the information we have requested about the pest control service used. Once I get to speak to them. We will fix the merchandise at the customers home. We will not refund or return this merchandise.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture from Beck's in July 2012 and it is quickly falling apart. I've called 5 times & the customer service manager wont call me back. I bought a sectional couch from Beck's furniture on July 20, 2012. Our sales order number is: XXXXXXXUVZF. We paid a total of $1,064.57 for the couch and spent an extra $99.95 on the 5 year warranty plan. Our sales rep was ****** ******. I now feel very taken advantage of. Shortly after bringing the couch home my boyfriend and I noticed that it felt cheaply made, but we thought as long as we were gentle with it and stayed off the arms of the couch we would be fine. That was not the case. Him and I are both average weight individuals and we dont have any obese friends or family. Yet we can now feel almost every single support in our cusions to the point to where its uncomfortable to sit on. Also, you can feel the back of the couch begining to disassemble. One of the arms of the couch has completely caved in and like I said we were very gentle with it and did not sit on the arms. The couch after less than 7 months is trashed. We don't have kids jumping around on it. We are not heavy people. There is not one spill or stain on it to show that we do not take care of it. It is just cheaply made and a very poor porduct. We have been very patient dealing with Beck's but it has been very difficult. I orginally called the service department about my complaint and they said they would send a technician out to take pictures and **** the damage. The man came out, took pictures and told us that Beck's would get in touch with us to dicuss our OPTIONS in the next few days. That never happened. I have now called Beck's customer service department five times since the tech came to our house. The first time was over a week after the tech came out and the rep told me that they had ordered replacement parts and they would repair before replace because that was manufactures code. They said it would take six to eight weeks for the parts to arrive. I was upset that they did not give me any options and that they ordered parts without consulting me first. I asked to speak to the manager and they said she was out to lunch. I have called four more times after that and every single time i ask for the manager, *****, they tell me a different story of her not being at her desk. The reps tell me the same thing everytime I talk to them. I get off the phone with them now and I am so angry and ready to cry. I don't want techs to come into my house, tear apart my couch and stuff it full of the same weak substance that it has now and have it deteriorate underneath me once again. I am completely unhappy with this product and I don't want them to put a bandaid on it and have it continue to be an eye sore in my house and a pain in my ****. Literally. They said also that the replacement parts would not fall under warranty after July, a year from the oringnal purchase date. My whole couch is falling apart in 6 months, these parts wont get here for almost 2 months and im supposed to be satisfied with new parts being installed that will only be insured for about 4 months. That is bad business and I am not stupid enough to accept a deal like that. I finally called the Beck's store where I purchased my couch and begged for help from one of the managers. This lovely gentlemen ****** who is a sales manager told me that I would have better luck with my claim if I asked for a "refund and reselection". He said that is the term they use. He told me that they would be willing to have me pick out furniture that added up to the same price and they would return my faulty couch. I was so happy! I am nervous about getting new furniture from the same company, but we went and looked at 2 of thier stores and found a couch that we think is better quality and we would be happy with. When I tried to get in touch with ***** about doing this deal, I was told she was out of the office again and the rep told me that i did not have the option to "return and reselect" I had to deal with them repairing the couch I have. I have left ***** multiple voicemails and never once gotten a call back.

Desired Settlement: I would feel most comfortable to get a full refund of $1,164.52 and take my money elsewhere. I do not feel that comfortable dealing with this company after not ever being able to get into contact with the customer service manager. I also don't like that a rep told me that ***** had notes on my account that she had left me a voicemail telling me my options. That is completly false and I can show phone records to prove it. I have not once heard from her after all the voicemails I have left her. To compromise though, I would be willing to "return and reselct". I did see a couch in the Folsom Showroom that seemed like it was quality. It is very important to keep your customers happy because word of mouth is very important. I would like to think that Beck's can redeem themselves, step up in their customer service, and right their wrong.

Business Response: Business' Initial Response
Customer was delivered merchandise on July 21st 2012, she contacted us on Jan 15th 2013 with warranty issues. We sent a technician to the home on Jan 23rd 2013 who determined that the customers seat cores need replaced and a seat frame needs repaired, the service technician requested that we order the seat cores first then bring in for an in-shop repair for the seats and the frame, this is all part of the manufacture one year warranty and is at no charge to the customer. She disagrees and feels we should either replace or refund her money. We have told her multiple times that the manufacture warranty calls for repairs due to it is has been in her home and in use since July of 2012. Beck's has a 3 day return policy and she has surpassed that. At this time we are facilitating the manufacture 1 year warranty for replacing the seat cores (cushions) and will repair the frame once all parts arrive. The parts are on there way from the manufacture and should arrive in the next few weeks.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from Beck's Furniture. In their response they only told me the same thing that I have heard on the phone multiple times. I will not accept them to replace the parts in my couch that have broken and wore out in around six months with the same parts that will only be under warranty for around four months. I can't believe that Beck's is choosing to stand behind a product that I paid over a thousand dollars for and that is falling apart in six months. How can they stand behind that? In their response also they failed to address many of my issues from my initial complaint including having their customer service manager, Laura, not return any of my calls. Also, the fact that their sales manager, Johnny, told me the one of Beck's policies is to "return and reselect" yet I was not given that option when I asked for it. I would like to return and select a new couch from Beck's showroom or I would like a full refund of the $1,164.52 that I spent on this couch and extended warranty. I will not accept Beck's replacing my couch's poor quality parts with the same poor quality parts. Or parts in general that are not under warranty for more than a couple of months. It is completely wrong for Beck's to stand behind such a poorly crafted product. I do not want yet another response of what the manufacture's warranty is. I have heard it countless times on the telephone and now again over paper.

Business' Final Response
This is what the manufacture warranty offerers. At no point in the sales process does the sales person pitch that the manufacture warranty does replacement right up front. We have a protocol to go through and that is what is taking place. We are taking care of the customer under the warranty provided by the manufacture.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a set of red leather couches (couch and loveseat) from Beck's Furniture on June 28th, 2012. On October 10, 2012, I had to call the Customer Service Department because I noticed that the paint on the right cushion of the leather loveseat, began to bubble up and it started pealing off.Two days later (10/12/2012), technician ******* ********* came to my house and determined that the pealing was due to a manufacturing defect and that the right cushion would need to be replaced. He took pictures and gave me a carbon copy document of his visit and a description of what the path forward was.Three months after later, and about five phone calls later as well, the loveseat still has not been repaired. I have kept calling the Customer Service phone number as well as the store phone number and they keep telling me that the part has been ordered and they they will call me once it arrives so that they can pick up the loveseat and repair it. Three months to get a new leather cushion for a couch is unacceptable. What kind of business are these people running? With what kind of confidence am I going to let them take the couch away if the part ever arrives? How long is it going to take for them to replace it? Where am I going to seat if it takes them another three months to repair.I have asked to speak with the customer service manager and all I got was a name without a last name (*****) and they keep hiding her from me. The way this company treats customers is totally unacceptable.I request that they give me a new couch from the store right away, or that they get the part like today, and that they replace it in the next two or three days. I think that is more than enough time to get the job done.****** ************* Product_Or_Service: 06/28/2012 Order_Number: XXXXXXXXcxe Account_Number: XXXXXXXXcxe

Desired Settlement: DesiredSettlementID: Replacement Either the cushion magically arrives like today, so that they can make the switch for the bad one in a matter of no more than three days, or if that is not possible then just give me a new loveseat to replace the defective one. Then they can take the broken one and fix it in a year or two if that is what they want. I just need a functional loveseat as that is what I paid for.

Business Response: Business' Initial Response
The manufacture just approved us this morning for an exchange on the customers love seat. He will be contacted today to set up replacement of the item

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a matching a server for $379.95. They delivered a different server. They refuse to honor the product they sold to me. On 10/15/12 my wife and I purchased a couch, table and matching server(model# XXXXXXXXX). The server was clearly marked at $399. On 10/19 a completely different item was delivered to my home. The delivery team told my wife they only deliver what is on the paperwork and would not take back the incorrect server. My wife contacted our salesperson (********) on 10/20 and she apologized for the mistake and told my wife that they put the wrong price tag on the server that we had purchased and that the assistant manager (*********?) would call us. ********* called my wife on 10/21 and told her the server that we had purchased was actually $699 and there was nothing he could do since "It wasn't his fault". My wife asked at that point to speak to the store manager. ********* told my wife the store mamager was not there and he would call her the following day. The store manager never called my wife so I called customer service on 10/23. The lady in customer service told me she had an email from the vice president (No name given) and he was aware of the situation. His email stated that we could have the floor model that we looked at in the store for $599 or we could wait until the new shipment came in and pay full price. Nowhere in the email did it say that Becks would honor their mistake and bring me the item that I purchased at the price the salesperson sold it to me. I asked the lady in customer service to put me through to the vice president. She stated he was unavailable to speak to me at that time but assured me that I would be called back. It is now 11/04 and I still have not heard from Becks. My wife took pictures of the server when I originally purchased it and I have pictures with the tag clearly showing a price of $399 that I can include if needed.

Desired Settlement: I am asking that Becks deliver to me the server that was priced at $399 in the store (new not the floor model) and pick up the incorrect server which is at my home. Becks has a responsibility to stand behind its sales contracts even if it is an inconvenience to them. I have been shopping at Becks for 10 years and have always been satisfied with there service but this time they are wrong. The sales person admitted that the server we bought was marked incorrectly and I have photos that show the incorrect tag on the server. I want what I paid for!

Business Response: Business' Initial Response
I have passed this over to a sales manager and will have a response for you shortly

Business' Final Response
After speaking to the vice president the offer that was made to customer to purchase the floor sample or purchase a new one of the items that was accidentally tagged wrong still stands.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Guardsman nor Becks will honor their warranty. Each pointing the finger at the other party. Feb. 19, 2012 I bought a sofa-stock number-03410,loveseat#-03411,chair#-03412. Sales order # 02192030050. One year same as cash. Total to be paid to Becks $1,235.39. Total to be paid to Gaurdsman $97.45, service agreement # E5RH 825342. In July I noticed the leather starting to crack in both the sofa and loveseat. Called Guardsman and they came out, took pictures and stated the furniture was poorly put together, therefore Becks was responsible for the merchandise. Called Becks,they sent technicians out twice and each time their report was customer damage. I called the customer service office and asked how could a customer cause the leather to crack? I was told they would replace the cushions in the furniture. I told them the cushions were not the problem, it was the leather. Left a message with the Customer Service manager and never got a call back.

Desired Settlement: I just want some decent furniture. I want them to honor their contract and replace my furniture. I do not care if it is the same type, just as long as it is decent, put together properly, cost the same and I like it. I don't think that is too much to ask for.

Business Response: Business' Initial Response
Guardsman has gotten back to me. This is there service report. On 6/11/12 the customer contacted us regarding a cut on the sofa. We sent the form and the customer returned it stating that she was walking by the furniture with a pen and nipped the leather" a technician was hired to service the sofa. The technician reported back the following " The customer, stated that nothing hit it or they did nothing to cause the damage, she just noticed the top layer starting to crack and lift. The top layer is separating from the backing. This is not a cut or puncture. unfortunately, this is not a coverage under the plan. Guardsman also document the same pictures that we have on file as well. Please let me know if I need to send any more pictures. Thank you.

Consumer's Final Response
Consumer states (JLS): Yes, I did put a very small nip in the top of the loveseat, but that does not explain the CRACKING in the leather. As the Guardsman report stated, THE TOP LAYER IS SEPARATING FROM THE BACKING, THIS IS NOT A CUT OR PUNCTURE. So yes, I nipped the furniture, but the report states the nip has nothing to do with the problem. IT CLEARLY STATES, THIS IS NOT A CUT OR PUNCTURE. I have bought 3 pieces of furniture from Becks and all 3 show signs of leather cracking. When I first reported the problem it was just for the loveseat, but something told me to check the other pieces as well. Upon doing this, I discovered that the other 2 pieces were cracking as well. I was not at home when the technicians came out. My daughter and son were there. I was told that the tech from Guardsman asked where we had purchased the furniture. My daughter told him Beck's Furniture. He told her, he thought so because a lot of people had been complaining about their (Beck's) furniture. He looked at all 3 pieces of furniture. As I stated, I was not at home so this is only hearsay. He did take pictures but I do not know if he took pictures of all three pieces. Beck's sent out technicians twice. I knew I would not be at home due to my work schedule so I had marked all 3 pieces of furniture with red sticky dots to let him see where the problem areas were. I do not know if he took pictures of all 3 pieces or not. Again my daughter and son were at home. I was told he said nothing, just took pictures and said someone will call you in about 2 weeks. Therefore, with this being said, I do not understand why Becks will not take responsibility for defective furniture.

Business' Final Response
Beck's has sent the pictures provided by Guardsman and the Beck's technician to the manufacture. This is not something the manufacture warranty covers, they feel this has came from use. The consume can file a complaint on line with Emerald home furnishings if they like.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December 09 we purchased a mattress from Becks with the understanding we were to get $500 back and we have still not recieved our money the add we purchased the mattress under said we would get $500 back. we mailed in our paperwork but it was returned. the rebate company went out of business. in return the store was going to offer us 10% off a furture purchas as long as we bought something over $500 in the next 3 months. that was not acceptable to us so we filed a complaint. Someone by the name of Derrick handled this matter for us and Becks offered us $500 in cash (but we had to send a letter to them asking for it) or another chance to do the rebate but this time for $1000. I once again sent in the paperwork and have never heard back from the rebate company. I have called Becks and left a message and have sent 2 letters, once by mail and last week by email and they have not responded. The rebate system does not work I would just like my $500 and to be done with them.

Desired Settlement: Becks offered us $500 cash to honor the rebate that went bad. I would like to take them up on that offer since the second rebate hasnt worked out. Even if they can verify this company is still in business it has been 2 years of trying to get my money with no one answering me, I dont want to do monthy reciepts that could get lost and to spend another 2 years of this back and forth with them. my patience has run out I just want my money

Business Response: Business' Initial Response
The voucher #'s that were provided to ******* at Consumer Affairs were never registered. I just checked them with the voucher company on line. Also the voucher #'s that were provided to the customer expired 10/31/11. Beck's does not have an offer for a customer that did not participate in the ****** voucher program. All information was provided to consumer affairs 10/19/11. And the matter was closed with consumer affairs. Please let me know if I can provide any further information on this customers account.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I mailed in my paperwork and never heard back from the voucher company. I attempted to contact Becks and did not recieve a response back from them. My check was never cashed so Im assuming they were lost in the mail. The mail losing my paperwork is not my fault nor is the Company (Becks) not responding to my phone call for help. They should make good on the $500 since they dropped the ball in helping me make contact with the rebate company

Business' Final Response
We did assist the customer via the department of consumer affairs. All information was turned to them and then given to the customer. There is nothing further we can offer the customer.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

9/7/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Sectional 2 piece sofa along with a 5 year Elite Warranty on the sectional sofa.Claim is being denied even within 5 year period! I purchased a sectional sofa from Beck's furniture on 9/11/2009 along with a 5 year Elite warranty and on July 11th, 2012 I called Guardsmen whom is the 3rd party provided by Beck's to handle Warranty issues. I told them I called within 5 days to notify them of the springs coming out of my sofa and the seams needing to be redone. They sent me to a link and said fill out the form and mail it to us and on the form it asks you what date it occurred. The representative said put the date you think it happened not necessarily when you discovered it. I put a date from December 2011 based on the representative's guidance. Guardsmen requested additional pictures and then denied my claim. I have spoke to several supervisors but they were rude, disrespectful and not at all helpful. The supervisor told me even if I put the wrong date based on the guidance of the representative that because it is not within 5 days of the date of occurrence that the claim is denied. However, I did notify Guardsmen within 1 day of finding out about the spring issue and seam issue. They asked me to put a prior date and thus now I am in this predicament. I paid $ 70.00 for this warranty and if it's a 5 year warranty shouldn't it be valid for 5 years. I spoke with Beck's furniture whom I purchased the warranty thru and there customer service was very unhelpful as well. They said they couldn't and wouldn't do anything for me. I have been calling these people during my lunch time and wasting my time and energy to no avail. I am extremely upset and my blood pressure boils just from being scammed essentially out $ 70.00 for this warranty that is now not being applied. I am a college educated person and I never thought anything like this could happen to me and I feel helpless.

Desired Settlement: I would like an apology from Beck's furniture's management and I would like the springs on my sofa repaired as part of the warranty coverage that I had purchased. I do plan on taking legal action as well as involving the media in order to raise awareness about this issue for other customers.

Business Response: Business' Initial Response
The consumer went through the extended warranty company for his 5 year warranty and did not follow the appropriate process and was denied for that. The following is what Guardsman sent Beck's: The customers request was not accepted for two reasons the customer reported seam separation and spring issues. The seam separation is not covered and the customer did not report the damages within the 15 day reporting time-frame. The customer called on 7/11/12 and reported on the service request forms that the damages occurred on 12/1/11. Beck's cannot over ride Guardsman as they are a different company than us. They have a 15 day reported period and the consumer exceeded that by claiming the problems happened in December 2011 but reported them in July 2012. We have spoken to the customer multiple times and there is unfortunately nothing we can offer to remedy this problem. Customer bought in September 2009 and had a 1 year manufacture warranty with Beck's and that has since past.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their proposed solution because, I felt like I was misled during my purchase of the warranty. Beck's never mentioned anything about a 5 day restriction and having to complete a form and send pictures and never mentioned the warranty is thru a 3rd party. I still followed thru on an all of these requirements and my claim is still being denied. As a consumer if I am always being passed onto to the next company, what kind of customer service is that ? I have a receipt that clearly shows that I purchased a 5 year warranty. The money went to Beck's furniture. If they choose to outsource the warranty that is fine but now the 3rd party is not covering my claim because of a bogus error on a form and unwilling to help me, I feel that Beck's furniture is liable for this. I am planning on taking them to small claims court if this issue is not resolved, I have already contacted Call Kurtis with CBS to bring this to the media's attention. I just want my springs fixed. I paid for a warranty and I am not asking for something for free. I paid for a service and now I am asking for the coverage. I feel it is fair. If you can't help me and Beck's furniture won't help me and Guardsmen won't help me, then what's the purpose of everything. The company is just using this is technique to save money. I called the 3rd party within 5 days of me noticing the springs. I guestimated a date from December 2011 as when the springs might have come out but per the terms and conditions I contacted them and even their rep advised me that just put what date you think it happenned. Had i known my claim would be denied, if I am a judge and I'm counting 5 years from X-XX-XXXX that means my warranty should be good till 9-11-2014. I'm being told that as a consumer and customer i'm screwed. If we don't give customer their rights for what they paid for what good is anything. Please I just want my springs fixed, that's all I am asking. I am not asking for too much. Please help me.

Business' Final Response
Guardsman has come back with the following: Yes ****** all calls are recorded. Here is some of the notes where the customer escalated to an account manager after he was informed that the request was not accepted. â??CUSTOMER IS UPSET THAT WE WILL NOT CHANGE THE DATE AT FIRST HE WAS SAYING THAT OUR COMPUTER SYSTEM WOULD NOT ALLOW HIM TO ENTER IN THE DATE THAT HE WAS TRYING TO PUT IN THAT THERE WAS A PROBLEM WITH IT AS THE CONVERSATION WENT ON HE SAID THAT HE DIDNT KNOW WHEN IT HAPPENED HE WAS JUST GUESSING I ASKED HIM SO THE DATE YOU ENTERED IS THE DATE YOU MEANT TO ENTER? HE SAID YESâ?? Since Guardsman records there phone calls and the above statements are documented on there end Beck's still cannot reverse the decision that was mad by them. There decision was based off of the warranty rules.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charge made to my personal credit card wasn't clear; when I returned my purchase, credit to personal credit card wasn't clear. No one will call me. I ordered furniture (sofa and chair) on July 4 and financed it with their financing company. However, I was required to pay the delivery charge and something else up front and I put that on my personal credit card. I don't remember the other thing(s), too much time has passed, and my charge receipt doesn't show the line items, just the total of $197.49. So my first question is, what does that total represent. I didn't like the furniture and was able to return it with no problem. They told me I would be credited for everything except the $79 delivery charge and a re-stocking fee of $64.99. The credit showed up on my Visa bill for $47.38. I cannot figure out how they came up with that amount and I've been trying since early July to get an explanation. So my second question is also very simple. How did they come up with a $47.38 credit? I've left four messages for ****** in the accounting office (XXX-XXXX X5028) and have called her many, many times but only get her voice mail. I didn't leave another message because I tried that and she has yet to return my calls. I realize this is a very small amount of money but now it's become the principal, the lack of customer service. They have made a simple problem into a big problem and alienated a long time customer.

Desired Settlement: I want someone to call me and give me the information I've requested over and over and over again. That is, what is the $197.49 charge for besides delivery. And, how did they come up with the credit amount of $47.38?

Business Response: Business' Initial Response
$197.49 was for the delivery fee and tax on the order. When the merchandise was returned we took the restocking fee of $64.99 and we do not refund the delivery fee which is $ 85.12 after tax. The reason for the delivery fee not being refunded is that we go back out and pick up the merchandise and do not charge a pick up fee for the return. $197.49 - $64.99 - $85.12 = $47.38 That is how we came to the refund amount of $ 47.38 to the credit card.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Warranty sold by Becks for Guardsman was misrepresented at the point of sale. Guardsman refused coverage under the warranty. Becks may have violated CA buisness code section 1770 subsections 7 and 15 and CA buisness code section XXXXX with the misrepresentation of a warranty coverage over a period of 5 years. This warranty along with the furniture to be covered occured on 07-04-2010. The order numbers are XXXXXXXXXXX and XXXXXXXXXX. The payment method was by credit card. I attempted to exercise the warranty after noticing damage to chairs and a couch I purchased. Initially uncertain of how to proceed, I returned to the store where I purchased the product and was directed to contat Guardsman. Guardsman later denied warranty covering damage on the chairs and couch for the type of damage that occured (screws fell out of the chairs and the cardboard ripped on the couch causing the cotton to fall out of the armrest). In addition to refusing to cover the style of damage, they refused for the estimated time of damage versus when it was reported in spite of the warranty period covering a 5 year duration. Which is a clause I never agreed to when purchasing the furniture and the warranty, nor was I informed of prior to the point of sale.

Desired Settlement: Either repairing or replacement of the furniture or refund of the $149.95 non-existant warranty coverage.

Business Response: Business' Initial Response
On 8/8/12 the customer contacted Beck's customer service stating that his claim with Guardsman was denied. I contacted Guardsman on behalf of the customer to find out what the claim was for and why the claim was denied. The following is from Guardsman: "The customer had a claim XXXXXXXX on a sofa that was denied for reporting time frame. The customer went on line and down loaded forms on 7/5/2012 and stated date damage occurred was 12/1/2011." Also a claim was filed on dinning chairs, the following is from Guardsman on the chairs: "They also had claim XXXXXXXX for two side chairs, reporting loose screws and the plan does't cover that type of damage. This claim was also denied for reporting time frame. They went on line the date of 7/13/12 to report damage and stated on the form the date the damage occurred was 1/15/12." Per the Guardsman warranty all damages must be reported with in 5 days of the damage occurring, The consumer stated the problems with the sofa happened 12/1/11 but didn't report to Guardsman until 7/5/12, that is past 5 days on the dinning chairs the customer states the problem happened 1/15/12 but didn't report the problems until 7/13/12 that is past the 5 day reporting period. Beck's cannot over turn the extended warranty companies decisions since the warranty rules we not followed. If the customer wants a return of the warranty that will have to go through Guardsman as Beck's only has a 90 day return policy on it and the customer has already used the warranty we are unable to return it. Please let me know if there is any further I can provide to the BBB.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: poor quality (broken) late delivery getting the run arround first we bought in cash for 2 couches that took over the time estimated for delivery (2 monts over). Get the couches and the recliner wont work and visable nails in the leather. called for new one and a technician came said yea new ones are needed. 5 months later get the new one and notice after 2 days there is a cut in the leather (like a box cutter) nobody would answer our call for 3 days now another thecnician is going to come out and look at it. We want are money back but they say no. love the couch if it was the quality that was on the showroom floor and no issues but to many now

Desired Settlement: partial refund for the half of a year in headaches and a replacement that has been inspected and approved. Would prefer if they took their time in china for quality especially since it was already a return. If not money back then a store credit for a min of 500 dollars with a replacement

Business Response: Business' Initial Response This customer is set up for an inspection on the loveseat for this Sunday 7/1. This is the replacement loveseat that was delivered on 6/15 and the slit was not reported to us until 6/25. We send a tech to see if it can be repaired. If the slit cannot be repaired the loveseat will be replaced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold us a bogus warranty - stated it covered wear and tear, which it does not. Stated it was refundable. Overcharged us $350+. Wont talk to us. We spent over 5k at Becks buying new furniture for our home. The sales man sold us a warranty stating it covered EVERYTHING including wear and tear. We later called the warranty company because two springs broke on our couch and a recliner handle broke off - they state that its not covered as it is normal wear and tear. The warranty is useless. Becks told us that we could have a prorated refund if we ever terminated the warranty - the warranty company states only Becks can refund us. Second issue - we bought a sectional couch that came with a "free" recliner on a special sale - only to then be charged $350+ for the "free" recliner. We have called Becks over 8 times - we have been told a manager will call us back, the manager is on medical leave and they don't know when he/she will return, we have left voice mails in the managers box and in the general box, we have spoken with our original sales person who was to investigate the overcharge - NOT ONE SINGLE PERSON HAS CALLED US BACK OR HELPED US AT ALL. Now it is two months later. We have a defective couch that cannot be sat on without getting a spring up your ****, a handle that is still broken off and are still making payments on the $350+ over-charge. This company obviously does not care about customer service and lies to make a sale and then intentionally over-charges and defrauds their customers.

Desired Settlement: We want our couch repaired - as the salesman told us it would be under the warranty. We then want a pro rated refund of the remainder of our useless warranty. We want a refund of the $350+ recliner that was supposed to come free with our $1200+ sectional and which we were fraudulently charged for. And we want an APOLOGY for the intentional fraud and the lack of ANY form of customer service and waste of our time in trying to resolve this issue.

Business Response: Business' Initial Response I have contacted the extended warranty company Guardsman and I asked what they have on file for this customer. On 1/10/12 the customer reported that the pull cable broke and that they can feel springs poking out. Guardsman submitted me a statement as follows: The tech went to the home for the pull handle and spring problem. There was no breakage of the frame or the springs and tech stated inner spring/core issues. He was not able to inspect the the inner spring issues as the consumer started with vulgar words for the tech to leave their home, once the customer was told the tech would not be able to fix the sofa at this time out to the home. This was reviewed by management, due to the consumer being hostile that we will not be sending the tech back to the home. Guardsman submitted this to Beck's in re of the consumer going to the BBB. If you would like a copy of the statement from Guardsman please let me know. Beck's is unable to cover the customers merchandise due to they are past there one year manufacture warranty they purchased in December 2010. Using there extended warranty was the option that Beck's shared with the customer.

Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) The tech was asked to leave wo any vulgarity AFTER the inspection was complete and he stated we would have to wait an additional 2 Weeks after waiting a month for any decision let alone repair. There was no vulgarity. Frustration yes. Vulgarity no. Secondly the handle was handed to the tech completely broken off of the couch. And the spring issue is blatantly obvious. Obviously this tech took exception to being asked to leave and falsified his experience. Why did no manager contact us to discuss? And the denial mentioned none of this. It states that the damage is normal wear and tear and not covered. Finally Becks has failed entirely to respond to the fact that they fraudulently charged us 350 plus dollars for a free recliner nor have they offered an explanation for their salespeoples misrepresentation of the warranty or their refusal to provide the pro rated refund of our remaining useless warranty or their serious lack of customer service in avoiding and not returning phone calls. This is a reprehensible way to do business.

Business' Final Response On March 4th 2012 it was explained to the customer by her sales person about the recliner. The comments are in our system reflecting that. She has spoken to our customer service department a few different times and was referred to Guardsman due to being out of the 1 year manufacture warranty. There is nothing Beck's can offer the customer, we feel she should try to speak to a manager at Guardsman if the situation that Guardsman reported to us didn't happen.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/26/2012 Problems with Product/Service
5/22/2012 Problems with Product/Service
5/4/2012 Problems with Product/Service
3/13/2012 Problems with Product/Service
3/5/2012 Delivery Issues
3/1/2012 Delivery Issues
1/9/2012 Advertising/Sales Issues
11/4/2011 Problems with Product/Service
9/13/2011 Problems with Product/Service
9/12/2011 Delivery Issues
9/8/2011 Problems with Product/Service
8/15/2011 Guarantee/Warranty Issues
8/2/2011 Guarantee/Warranty Issues
8/1/2011 Problems with Product/Service
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