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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.

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Reason for Rating

BBB rating is based on 13 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 48 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

48 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 2
Delivery Issues 2
Guarantee/Warranty Issues 11
Problems with Product/Service 29
Total Closed Complaints 48

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

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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, Bonding or Registration

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
The number is 113091.

Type of Entity

Corporation

Business Management
Mr. Robert Beckinger, President Mr. Hal Jones, Controller Mr. Tod Paxton, Vice President
Contact Information
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

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  • Advertising or Sales
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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)

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 22, 2015 I went into Beck's furniture to purchase a bed. I purchased a bed and mattress. Beck's required payment in full at time of purchase. I was told that the furniture would be in on February 25th, it was then extended to the end of February. As of April 1st I do not have my complete order. In addition the furniture that was delivered was defective. The partial delivery was on March 8th and I was told that the delivery people would call me to schedule a time. Beck's does not give a delivery time until 2 days prior to the delivery date. Delivery time is based on Beck's convenience and not the customers Since my furniture was defective I made another appointment for a customer service representative to come and inspect the furniture, which was on March 31st. He said that it needed a new headboard, top shelf and foam piece to stop the wood from rubbing. I was called by Beck's on April 1st to schedule another appointment for the damaged furniture to be repaired. The soonest I had available was April 15th, afternoon appointment. They would not accommodate my schedule to repair the damaged furniture. My order was placed on February 22nd and Beck's has yet to deliver the complete order and repair the damage. Therefore I have filed a dispute with my bank, ***** *****. I have also had to cancel my ATM card and have a new one issued due to the threats from Beck's of a restocking fee whenever I call and ask where my furniture is. I can no longer deal with Beck's and thier threats, I am requesting that they pick up the incomplete furniture order and defective furniture.

Desired Settlement: I want the full amount reversed and credited back to my account and Beck's to pick up their furniture.

Business Response: This customer has been delayed in receiving the underdrawer storage for the bed, due to the west coast port "slow down" caused by the ILWU contract negotiations. This slow down although now resolved with the help of the federal government, has created a three month back log of goods sitting at the west coast ports. Needless to say this has had a tremendous impact on our ability to fulfill orders.
We have offered to exchange the defective headboard for the customer however, she can only be available in the afternoons. This is a request that we cannot guarantee will happen. Our routing system is computer generated and is done so that we can fulfill as many customer orders as possible each day. 
We now have the underdrawer storage unit arriving at our distribution center on the 6th of April and we are willing to deliver it and the new headboard any day after the 6th. Reschedule fees have been waved. The customer must reverse the chargeback with her bank and we will set up the delivery.

 

Consumer Response: I am rejecting this response because: Becks continues to make one excuse after another. The bottom line is in February I paid in full for new furniture which I have yet to receive my full order and what I have received is damaged. I paid for and ordered new furniture not "repaired" furniture. I will not reverse the dispute I filed with my bank against Becks and they can pick up their furniture. I can not and will not deal with Becks anymore. 

Business Response: We are not repairing we are trying to replace the headboard with new merchandise.
We cannot refund the order the mattress has been slept on and cannot be resold. We will respond to the chargeback through the
bank.

Consumer Response:

 I have come to an agreement with Beck's. I offered to pay for and keep the mattress if they would pick up their furniture, which they did on April 11, 2015

 

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Nov 2011 I BOUGHT A QUEEN SPRING AIR MATTRESS AND FOUNDATION SET $430.95 FROM BECKS FURNITURE. AFTER 6 MONTHS THE MATTRESS STARTED TO BREAK DOWN AND CAUSING TWO PEOPLE TO SINK IN THE MIDDLE.I CALLED BECKS AND THEY SCHEDULED TO HAVE A THIRD PARTY INSPECTOR COME OUT.THE INSPECTOR TOOK A STRING AND MESSURED FROM CORNER TO CORNER AND DETERMINED THAT IT WAS 1/4 OFF. HE STATED WE WOULD HAVE TO WAIT ANOTHER MONTH FOR THE BED TO BREAK DOWN MORE BEFORE THEY WOULD REPLACE IT. AFTER THREE MONTHS THE SET WAS FINALLY UP TO CODE SO IT WOULD NEED TO BE REPLACED.I WENT INTO THE STORE I UPGRADED TO A SIMONS SPRING AIR COSTING ADDITIONAL $323.25.AFTER 3 MONTHS THIS NEW UPGRADED MATTRESS STARTED DOING THE SAME THING.THE INDIVIDUAL COILS AND FOAM WOULD NOT RECOVER AFTER SLEEPING ON IT.SO I CALLED BECKS AGAIN THEY DID THE SAME THING AS BEFORE SCHEDULED AN INSPECTOR TO COME OUT.SO I HAD TO WAIT ANOTHER 4 MONTHS FOR THE BED TO SHOW IT WAS BROKEN DOWN ENOUGH TO BE REPLACED.SO THIS SET WAS REPLACED WITH ANOTHER SET AND AGAIN AFTER 5 MONTHS THE SAME THING HAPPENED.THE MATTRESS AND FOUNDATION WAS REPLACED.AFTER 3 DAYS LATER AT 2:00AM I HEARD A LOUD POP.THE FOUNDATION BROKE IN HALF.SO I CALLED BECKS AGAIN AND THEY DELIVERED ANOTHER FOUNDATION.AFTER 6 MONTHS AGAIN THE BED STARTED SINKING AGAIN. SO I CALLED BECKS THEY SENT OUT ANOTHER INSPECTOR.WHEN THIS INSPECTOR CAME OUT HE TOLD US THE REASON THE MATTRESS WERE BREAKING DOWN WE DID NOT HAVE ENOUGH SUPPORT.I HAVE A POSTER BED THAT REQUIRES 3 SLATES I HAVE 4.I CALLED CUSTOMER SERVICE AND SPOKE TO **** SHE WAS VERY RUDE AND STATED THAT SHE TOLD ME THE REQUIREMENTS AND WOULD NOT DO ANYTHING FOR ME AT THIS TIME.THEY REQUIRE THE BED TO HAVE 3 SLATES AND A CENTER SUPPORT.THIS WAS THE FIRST TIME I HEARD THAT AFTER ALL THE INSPECTORS WHO CAME OUT.SO I FEEL THIS WAS JUST AN EXCUSE NOT TO REPLACE IT AGAIN. I STARTED TO DEVELOPE SUVERE NECK AND ARM PAIN BY SLEEPING IN THE BED.SO I WAS FORCED TO BUY ANOTHER BED.NOW I AM STUCK WITH A BED AND OUT 759.45 AND ITS ONLY 1 YEARS OLD.

Desired Settlement: I WOULD LIKE BECKS FURNITURE TO PICK UP THE OLD MATTRESS AND FOUNDATION SO I DO NOT HAVE TO STORE IT. I WOULD ALSO LIKE ALL MY MONEY BACK $754.45 SO I CAN PUT THAT TOWARDS MY NEW BED THAT I WAS FORCED TO BUY.I FEEL THIS IS REASONABLE FOR ALL MY TIME AND HEART ACHES. I HAD TO TAKE OFF WORK FOR ALL THE INSPECTIONS AND NOW AFTER 4 YEARS I AM OUT THAT MONEY.

Business Response: We will be offering this customer a full refund for their inconvenience.

Consumer Response: Consumer states that the business has been very cooperative in the resolution process as she has now received a full refund. Consumer now considers the matter closed.

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We originally purchased our furniture through Becks along with the protection plan, our sofa sleeper had a mechanism go out and Guardsman came out to fix the issue, it was not repairable so we were told we needed to re-select our sofa at Becks. We went into Beck and worked with ***, while re-selecting we were not sure if the sofa we wanted would fit in the space.*** assured us if it didn't fit it was not an issue.After selecting our sofa we were told it would be in stock within 2 weeks, we waited 3 weeks and never heard from Becks as we told we were going to.We called to follow up and got the response of yes,it was in,yes its been sitting there however, no one contacted us for delivery. We then made contact for delivery, the delivery showed up as scheduled unfortunately the sofa didn't fit through the door.The delivery drivers took the new sofa back to the store with them and informed us we would receive a a call in regards to where to go from there.We waited and never heard from them so we called to follow up,fast forward 5 days later to now we have called over 17 times trying to get a hold of a customer ser***e manager to tell us where we can go from here.We have been told different stories in regards to only getting a $300 credit on an order totaling $1071.90,we never took the sofa why we would not get our money is beyond me. The real disgust is the way we are being treated and talked to,I have had the customer ser***e rep tell me 5 times they will let her know of leave a note on her desk.I have been told look"I spoke to you yesterday lets see if you can understand what im saying,I cant help you you have to talk to her she said you have to get a refund from the financial company (which makes no sense)"I was told "im not the only customer she has to deal with she said you and 150 other customers want to talk to her to so you'll just have to wait"and I find it very funny any time I call im told shes not available AFTER they ask who is calling.More to tell but only so much space allowed.

Desired Settlement: I originally wanted to get a refund and re-select a sofa sleeper. After being treated the way they are treating us I want a full refund however, with the lack of customer service I highly doubt Becks is going to stand behind their customer service and refund our money.

Business Response: We want to apologize for the communication that has taken place. We are undergoing changes within our customer service department in hopes of preventing this type of situation in the future. Regarding the refund, this customer has a financed order that we have contacted the finance company letting them know that the customer is due the full refund. If the finance company determines that the account is paid in full by the customer, they will then issue the full refund to the customer. We cannot issue the refund due to the fact that we don't know the status of the account.


*** ******
Executive Vice President
Beck's Furniture

Consumer Response: I am rejecting this response because: I have contacted the finance company and they have no record of being contacted by Becks at this time.

Business Response: Again I apologize for the delay regarding this matter. I have verified that we have issued the refund notice to the finance company and we anticipate them refunding the account in the next 48 hours.

I have also authorized a $100 in store credit for the customers inconvenience.


***

3/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband an I had decided to buy some furniture for our living room. It was in the month of July 2014. There were lots of deals running at Becks furniture. We went over an spoke to their sales rep. & their finance department . We had the option to go thru their finance program called "Acceptance Now". So their Employee ran some numbers, an told us we qualified for their program, Acceptance Now, for $2000 , with 3 months free of interest, an zero down. So my husband & I said ok , an we went around Becks an found a couch , love seat, coffee table, with 2 end tables. We stayed low under our $2000 credit limit, making our total about $1700 . So we sat down went over a few things before we signed papers .We said that we wanted to pay our bill for the furniture on the 1st of every month because we only get paid 1time a month , an its always on the 1st. They said ok thats fine, an we signed our papers an wrapped it up an headed home to wait for our furniture to come . So we made our payments on time on the first of each month , Dec 8, 2014 my husband an I got into a really bad accident an we were hospitalized . So in January being still in the hospital we failed to make our payment on the 1st. So we wound up making the payment around the 15th of january. During the time we were in the hospital an afterwards til present time, Becks employees from Acceptance now. Has been calling my 80 year old mother in law , my brother in law, my sister in law, during the time they are at work, an not calling us . Asking our family to pay our bill. Since the one time we had been late they will call us my husband an I at 7:30 am on sundays , up til 9 pm at night calling our whole family. 2 days before our bill was even due. Becks has changed our due date , after we told them the 1st. An wanting us to late charges since they changed the due date of the 1st. They harass us & my family, calling my husbands phone, up to 22 times in one day on a Sunday. My 80 yr old mom 11 times on a sunday. Harassing Us

Desired Settlement: As customers Of Becks, we are wanting Beck's & Acceptance Now , to call only my husband & I , not my 80 yr old mother who has had bad health issues , my Brother in law, & my sister in law, at all times of the day over & over, at their work , which has caused them problems at their work putting their jobs in jeopardy , causing my sister in law to be reprimanded an on probation for 30 days , due to the continuous calls not recognizing the phone number thinking it was an emergency.

Business Response: This issue is between RAC Acceptance ( a third party) and the customer. RAC is not part of Beck's Furniture Inc. I have forwarded this complaint to our corporate contact in hopes of finding a resolution for this customer. We will follow up with RAC next week and see if they have made contact with our customer.


3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 25, 2015 we purchased a microfiber sectional sofa and single recliner from Becks Furniture. We also purchased an extended warranty (******* ****) in the amount of $299.95. They delivered the furniture on January 30, 2015. When they delivered the furniture, it was inspected and no damage were noticed.On Sunday, February 2, 2015, we noticed that the furniture had several scratches and a spot with discoloration. We contacted Becks Furniture on Monday, February 3, 2015 to inform them of the problem. We were advised that an email would be forwarded to Customer Services and that they would contact us. We contacted them again on Tuesday February 3, 2015. They told us that they would be sending a Representative on Sunday, February 8, 2015. He took pictures of the Furniture and assumed that is was our dog that caused the scratches. We told him it wasnt our dog because we have a special cover made for pets where he sits. The scratches are on the other side of the sectional. We even lifted the cover so that he can see that it doesnt have any scratches. He also mentioned that the furniture was bonded leather. We told him we had purchased microfiber that looks like leather. He told us Becks Furniture would be contacting us. We never got a call from them so we call them on Wednesday, February 11, 2015. They concluded that it was caused by the dog. We were upset because their assessment was based on speculation. They were going to transfer the call to a manager but it got disconnected and they didnt call back. We didnt receive a call back. We called them on Thursday, February 12, 2015. We spoke to an acting manager and explained to her that we were not happy due to their conclusion. We also mentioned that we were under the impression that the furniture we bought was microfiber. She said that they couldnt do anything for us because the furniture was inspected and accepted at the time of delivery. She also said that now it has been three weeks. We told her that we had contacted them within 72 hours per their return policy. She still insisted that Becks Furniture couldnt do anything for us. She said we had to contact the extended warranty company. We contacted the extended warranty company on Thursday, February 12, 2015. They told us that they do not cover scratches on leather or fabric. We contacted Becks Furniture and were told they would have a manager call us back. They never called us back.

Desired Settlement: We would like our furniture to be replaced. We were under the impression that we had purchased microfiber and not bonded leather. Also, we feel that the extended warranty is misleading.

Business Response: This customer clearly has scratches in the seat that were not present at the time of delivery and appear to be caused by an animal. Very small area that was not caused by a person sitting in the seat. This is not something that is covered by a manufacturers warranty. Also note that the ******* ********** **** is not a warranty. It is a protection plan that will correct accidental damage excluding pet scratches and chewing as outlined in the brochure that was given to the customer at the point of purchase.

I have included an image taken by our service technician that shows the damage to the seat.


Thank you for your help in this matter,



*** ******
Executive Vice President
Beck's Furniture

Consumer Response: I am rejecting this response because:

Beck's is assuming that the damage was done by an animal.  This is all based on speculation and assumption due to the fact that we have a small dog.   The technician automatically assumed that the scratches were caused by the dog.  We also had requested microfiber and not sure if what we purchased is in fact microfiber.  We would like verification that the furniture we purchased is indeed microfiber.


Thank you very much.

Business Response: The cover is Leath-Aire. A breathable fabric that has the look and feel of leather but adapts to body temperature like fabric. It is developed by ******* ************* using nano technology and is the latest in leather look covers. We do not promote this as micro fiber or bonded leather. It is a very durable fabric.


*** ******
Executive Vice President
Beck's Furniture

2/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased what I thought was a firm mattress from Beck's furniture store. When the mattress was delivered, I notice it folded in the middle while delivery men were placing it on the bed. I had an emergency trip to Florida the same day of delivery so I could not call the store to pick up the mattress until a few days later when I could returned home. I made it clear that I wanted a better mattress and was willing to pay extra for it. My old mattress is a firm mattress and it does not fold in the middle like the Beck's mattress. I tested and layed on the mattress at the store before purchase. I was solid and did not sink in the middle. I was made to believe I was buying a firm mattress and the salesman lied to me. A firm mattress does not fold in the middle like this. It's of no use to me and I do not want it.I simply asked for a better product and I was willing to pay extra for a better firm mattress and they flatly told me no. Now I simply want a refund and my money back so I can find the mattress that I need for my back. I've had back surgery and need a FIRM MATTRESS AND THEY REFUSE TO GIVE ME ONE. To make matters worse, the boxspring for the mattress consist of pressed wood and smelly toxic glue that sent an odor throughout my home and it's now in the garage. Due to the smell I became ill with headaches, diarrhea, shortness of breath and chest pains. I purchased other furniture at the same time of purchasing the mattress which was a bedroom set and livingroom couch. All the items had to be returned because of toxic fumes that cause me to be ill. I am unable to use the mattress, it is now in another room. My experience with Beck's Furniture has been a nightmare that no human being should endure. I simply want justice.

Desired Settlement: I ask for a replacement and firm mattress and it was refused. I now want a full refund.

Business Response: This customer has reselected twice on the bedroom sets and once on the sectional. We accommodated those exchanges however, we cannot allow the return of the mattress unless the customer agrees to pay a 50% restocking fee.

As noted on her sales order, mattress's are non returnable and non refundable. The customer reviewed this policy and sign as such. Please see attachments.



*** ******
Executive Vice President
Beck's Furniture

Consumer Response: I am rejecting this response because: I WILL NOT PAY 50% FOR THIS "SINKING, LACK OF FIRMNESS....FORMALDEHYDE...TOXIC SMELLING PIECE OF JUNK THEY SOLD TO ME. 


I WILL NOT PAY 50% RESTOCKING FOR THIS MATTRESS. IT IS NOT A FIRM MATTRESS AS I WAS TOLD...I TRUSTED THEM AND THEY DECEIVED ME !

FIRST OF ALL THEY MATTRESS THEY SOLD ME IS NOT A FIRM MATTRESS AS THEY INDICATED !  THE MATTRESS WAS FIRM AND ACCEPTABLE WHEN I TESTED IT IN THE STORE.  WHEN THE MATTRESS WAS DELIVERED, I NOTICED IN TRANSIT, THE MATTRESS FOLDED AND CRUMBLED IN THE MIDDLE. ONCE ON THE BED, THE MATTRESS SINKED IN THE MIDDLE. THIS IS NOT A FIRM MATTRESS ! !

I WILL NOT OPAY 50% RESTOCKING BECAUSE BECK'S FURNITURE SOLD A MATTRESS TO ME BASED UPON LIES. 


THE MATTRESS IS NOT A FIRM MATTRESS !  FIRM MATTRESS DOES NOT SINK IN THE MIDDLE AND FOLD AND CRUMBLE TO THE FLOOR ! ! 



THE BOXSPRING SMELLS SO BAD OF FORMALDEHYDE AND TOXIC SMELL, IT HAD TO BE TAKEN OUT OF THE HOUSE AND STORED ELSEWHERE.  

I OFFERED THEM A FAIR TRADE. I HAD NOT SLEPT ON THE MATTRESS AND I OFFERED TO PAY EXTRA, HARD EARNED MONEY, FOR ONE OF THEIR MATTRESS WITH MORE FIRMNESS AND THEY FLAT OUT REJECTED MY OFFER AND REJECTED MY MONEY AND TOLD ME I HAD TO KEEP THE MATTRESS.

2/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a luxury gel mattress for 1300 dollars at the end of October. Within a month we went to put a bed skirt on and found mold growing on the back side of the mattress. The matress was off the ground and the mold was only on the matress not the box spring. There is no way water had been the cause. Nothing was on top or the sides. I called immediately and the customer service lady was very rude talking to me like i was stupid. She asked me a few questions and one was if the plastic was left on the box spring. We've always left it on to preserve the boxspring from getting dirty. She informed me that with the type of bed i got you have to take the plastic off because moisture can get in and cause mold. Every one I've asked has never heard that and if that was the case why did the deliver people who set the mattress up not warn us about this or take it off. They set it up and said okay its ready. She then told me to either put it in the sun or put baking soda on it or i can even buy a chemical they sell to kill the mold. I should not have to kill the mold! I want a new mattress! They neglected to tell me important information and i didn't pay 1300 dollars for a mattress with mold! Frustrated, i got off the phone and called my father who took me too the warehouse super center. I spoke with a lady who worked there who told me that for a high end mattress like that i better get a new mattress. She gave us a number to a customer service supervisor who never called back. We left messages but no call. I'm at the point now that i will have the payment made into a money order for the date but they will not get a payment from me until i get a new mattress.

Desired Settlement: New mattress

Consumer Response: Customer states: I have not received communication from the company as of yet but since receiving their message I will accept that they are working to resolve my issue. If they do not contact me then I will follow up with the BBB.

Business Response: We have contacted this customer and requested photos of the area with mold on it so that we can initiate a claim with the factory. We are confident that we will be able to work out a resolution for this customer.


*** ******
Executive Vice President
Beck's Furniture

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a California King Temperpedic mattress & bed frame from Beck's Furniture at the Madison Ave. location in Sacramento. I have a 30 day warranty on the Temperpedic bed (per their guarantee) and was advised by Beck's Furniture that the bed frame, which cost $2798, would be guaranteed along with the mattresses. Also, a $199 warranty fee.I am not happy or satisfied with the mattress or bed frame and arranged for Beck's Furniture to pick up the two items on Sunday, December 28, 2014. I was told by an employee at Beck's Furniture that the bed frame would be picked up and my money refunded to my credit card. I then called today, Dec. 27, to confirm that they'd be picking up the items and was told that only the mattresses would be picked up and a total of only $3,399 would be refunded to my account. The customer service rep that I spoke to couldn't answer my questions surrounding the pick up of my items nor my refund. She instead said I have to wait until the earliest Tuesday, Dec. 30, to speak with a manager who would then decide if I am to receive a full refund or not. This is not what my contract reads nor what I was told when I purchased this mattress & bed frame. The total that should be refunded is to me is almost $7066. I also think that my account should be credited to me the very day they pick up their mattress & bed frame. I'm extremely unsatisfied with the degree of customer service and the lack of knowledge as to if and when they'd be refunding my money. I was specifically told that all my money would be refunded per the warranty. I was even told by one associate that store credit would be given to me. I do not wish to purchase not one more thing from Beck's Furniture so a store credit is totally unacceptable. I still have to pay the credit card off! And store credit won't pay that!! Oh, I also requested to speak with any type of manager and was told that nobody was available till Tuesday. I then asked for Corporate information and was told that she couldn't give that info out.

Desired Settlement: I only want what is coming to me. A full refund for a mattress & box spring (that is very uncomfortable to me.) I want a total refund of the money I spent on the mattress & box spring. I want the amount credited to my Beck's Furniture credit card for the box spring and the mattress amount to be credited to my VISA card. Beck's Furniture Credit Card: $4434VISA Credit Card: $1000 Ending in ****VISA: $1566.66 Ending in 0015Total amount due to me is $7066.66. That's what I was promised!

Business Response: This customer was delivered a Tempurpedic mattress and adjustable base on November 23rd. She called in to our store on December 2nd requesting a refund. She was told by our customer service manager that we would facilitate the manufacturers warranty which requires the customer to sleep on the product at least 30 days and that the mattress only would be authorized for return. Adjustable bases are not eligible for return per the factory warranty.

The customer then contacted us again on the 24th of December at which time we set up the return of the mattress only for the 28th of December. The customer contacted us on the 27th to confirm the pick up at which time she was again informed that we will only be picking up the mattress. She stated she wanted the base picked up as well. We told her it was not authorized to be returned.

We picked up the mattress only on the 28th of December and the customer submitted this claim.


The return policy has been accurately communicated to the customer throughout the sales and service process. We cannot return the bases.

Consumer Response: I am rejecting this response because: this is false information. I advised them I wanted to return both overpriced mattress and adjustable bed frame. This is a complete rip off. I actually called within 73 hours of delivery  to cancel which would fall under my right of recission. Becks phoned me today to express they would not return the frame and will not refund my money paid on my debit and credit card until manager approval. This company completely ripped me off in which the delivery staff agreed with me. I want to return all merchandise and want all funds refunded. I want my debit card and visa credit card refunded first and then they can process the full refund of the frame to my Becks store credit card. I have done extensive research on this company and all of the bad business practices they have completed. The amount of bbb complaints and lawsuits. Becks is a complete joke. The sales people lie to your face and tell you want you want to hear just to make the sale now I can't return any of the unwanted merchandise. Their low price guarantee is a complete lie. Their prices are higher than any other locations I have shopped around at. 

I want a full refund. Bottom line. No lies, no broken promises. I just want my money refunded and be done with this cruel heartless crooked company. Buyers beware. DO NO BUY FROM BECKS THEY HAVE THE MOST HORRIBLE BUSINESS PRACTICE I HAVE ENCOUNTERED!!!     

Consumer Response: I have attached the reciepts provided to me

Business Response: We stand by our original response. This customer was informed throughout the sales process of our return policy. It is clearly documented on the back of the sale invoice and the customer signed the invoice acknowledging that they reviewed these policies at the point of purchase.

Consumer Response: I am rejecting this response because:

i mu want a full refund and and have received any type of refund. I do not wish to do business with a poor business establishment like Becks. They have no regard to their customers. I require special medical needs which is why I must return this bed. They took advantage of me and lied through the entire process to me. 

Still to date they have taken the bed with no Refund to my visa credit card. This is how they treat a customer? I have made several purchases from BECKS before with no problem but the one time I need to return a product which can't satisy my medical needs they want to fight and lie about their actions.

please refund all money and pick up the bed frame.

Business Response:

 

See the information below. It is a screen print of our computer system reflecting the "R" refunds that were processed on the 9th and 11th of Jan.$2566.66 was refunded to her Visa card and $1212.26 was refunded to the finance company. She spoke with our staff accountant and this was explained we also forwarded the confirmation of the refund slips via email and we have not heard back from her since.

 

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional which included a chase, a ottoman and a sofa. When they delivered my merchandise they delivered 2 chases. I did not realize it at the time but after noticing the problem I contacted Becks furniture customer service department to tell them about this issue they let me know that they were aware of it but that since it has been in my home there was nothing they could do. I have called corporate, upper management and customer service I have not heard back from any of them. I have not had my furniture for a year and it keeps falling apart. I have called numerous times about the zippers coming off, the pillows being flat, the cushion stuffing coming out etc. I just would like what I originally bought which is my sofa. I think for them to know that they delivered the wrong piece and not tell me or try to correct the issue that was clearly their fault is absolutely outrageous.

Desired Settlement: I would like either the sofa that I ordered or a refund if applicable. I understand that I have had the furniture for 7 months but I don't not think it is fair to send me the wrong piece of furniture and not take any responsibility.

Business Response:

This customer received the merchandise on February 13th 2014. The customer contacted us regarding some issues with the cushions on March 26th of 2014. We corrected these problems and the customer never said anything about the product being wrong. Not until the end of May did the customer contact us requesting a return authorization due to the merchandise being wrong.

 

The product has been in the customers home with daily use for over three months. We will not exchange this product.

 

*** ******

Executive Vice President

Beck's Furniture

Cell ###-###-####

Consumer Response: I am rejecting this response because:I contacted Beck's numerous of times, I spoke with their manager **** she said that they were aware of this and that I would be contacted about replacing the merchandice. I had never heard from them again after trying to reach them plenty of times. I have even had the delivery drivers call about this problem. It was not May that I inquired about receiving the wrong piece of furniture, it was much earlier. If the company knew they deliver the wrong piece why wouldn't I be contacted? Why wouldn't they correct something that was their wrong doing? This is outrageous. Horrible custmer service I will never do business with them again.

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I decided to have our money returned from becks furniture because after three months of waiting for a bed we wanted to purchase, they were unable to fulfill our order so we asked for our money back. We were told that we had to wait 7 days for a refund in the form of a check although we had given them cash. We were unhappy with this however we had no chose but to wait. Nearly three weeks later we are still waiting for our refund. What can you do to help us? Are there any legal courses we can take? Please help and lets put an end to this business practice with becks furniture.

Desired Settlement: We'd like our refund and any legal avenues we can take to stop this type of practice from becks furniture.

Business Response: The merchandise was delayed at the factory in China. We offered free delivery for the inconvenience and attempted to deliver the furniture on November 18th. The customer sent the merchandise back due to the fact that they apparently needed a different size bed than what they ordered.

We processed the check with a slight delay due to the holiday, on December 4th. I have attached a copy of the cleared check from our bank. It cleared on the 8th of December.

Consumer Response:

I am rejecting this response because:   Although beck's did refund our money, they are not being 100 percent honest about the reason we requested a refund.  We ordered a "California king" bed frame on 09/03/2014 and on 11/18/2014 they delivered a "queen size" bed frame which we couldn't use.   We were originally offered free delivery because we were told that our "California king" bed frame would be available by the end of September and since it wasn't delivered then they offered the free delivery so we'd continue to wait.  On 11/18/2014 they brought a "queen size" bed frame so we decided to get a refund.  We were told at that time, 11/18/2014 that it would be a week before we'd get our refund, however we didn't receive it until 12/05/2014.  They are very unprofessional for a business. 

 

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

12/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On August 24, 2014, My with and I went into Beck's Furniture Store to purchase a new Simmon's BeautyRest Cal King Matress for our home. We wanted to keep the same brand and style of mattress we have because of the excellent quality. When we arrived at the store, we were assisted by salesman, **** who was very courteous and helpful. We let **** know that we wanted to purchase a Simmons BeautyRest Cal King Mattress. **** showed us one Simmons BeautyRest Cal King Mattress Recharge. My wife and I both liked it. At that time, our salesman, **** told us that the mattress is not in stock now, but it should be in by Friday August 29, 2914 and I was told that they were making the mattress new. I still did not receive any phone calls during the week. On Thursday, September 4, 2014, I called Beck's Furniture Store to inquire again about our new mattress. This time, the secretary advised me that they were waiting for a part and then she transferred me to Salesman, ******. I asked ****** if he would check on the mattress that my wife and I ordered on August 24, 2014. He told me that he could not locate it, then he told me that it came in on Tuesday September 2, 2014. At that time I asked why didn’t someone call me and let me know. ****** just said lets focus on us setting up a deliver time. At the time they could not deliver our new mattress to our residence until September 10, 2014. I was very upset to say the least. I called back on Friday, September 5, 2014 and spoke to General Manager, *** ******. In our conversation we discussed the fact that the problem my wife and I were having with the delivery process. Mr. ****** was very courteous at all times and expressed his apology on the problems we were experiencing. Mr ****** told me that they only check for the new incoming items once a week. Mr. ****** also advised me that I fell through the cracks and he will try to implement a new system where this will not happen again. By the time our delivery came for our new mattress we had to wait 19 days. We received the new mattress on September 10, 2014. At 4:00Pm The delivery people took out our mattress and brought in the new mattress. They placed it on the bed and all looked good. At 4:15 the delivery men left. I went to place the sheets on the bed and found that on the rear end of the mattress against the wall was a rip in the mattress near the head. Immediately, at 4:40Pm I called Beck’s Furniture Store and spoke to Salesman, ****** and explained the problem and the newly delivered mattress has a rip on the read end of the mattress. ****** advised me to call Customer Service and report it. I contacted Customer Service at 4:50PM and their recorder was on. I called the regular number and they answered. I did explain the problem with the mattress and they advised me they will contact me on Thursday September 11, 2014. When they called me I explained to them what happened. And, I did not see the rip until I was going to place the sheets on the bed. Ms. **** ***** advised me that there is no return policy on mattresses. I called and spoke to the General Store Manager, *** ****** again, and explained the issue on the mattress. I asked him if it would be possible to change the mattress from the presently damaged one we now have for the BeautyRest Cal King Pillowtop. Mr ****** told me he will do his best on providing the exchange. Mr ****** contacted me and told me that they have a credit memo for me at the store and I can come in and re-order the mattress that my wife and I want. My wife and I went in the store and picked a Pillowtop mattress. On September 23, 2014 When the mattress was delivered it was placed on the bed and I checked it over to make sure it looked ok. The following day I thought I would check the mattress over again due to making sure that we received the Simmons BeautyRest mattress. I looked at the tag on the mattress and it showed BeautySleep instead of BeautyRest which we wanted. I again contacted Customer Service and talked to Ms. **** *****, Customer Service Mgr. In explaining to Ms. ***** the problem and advised her that the incorrect mattress was sent to our home. Ms. ***** advised me she will check inventory. In the meantime, I contacted Ms. ***** by E-mail and by voicemail and asked her if they could make a mattress change due to them delivering the wrong mattress. If they could make the change instead of delivering another Pillowtop if they could just deliver us a regular Simmons BeautyRest Cal King Firm Mattress. It would be cheaper then the Pillowtop. When Ms. **** ***** and I spoke again on September 26, 2014 she advised me that she talked to her Mangers and they advised her to tell me that I signed and they will not exchange the mattress. I will have to keep it. I explained to Ms. ***** that we wanted and ordered the Simmons BeautyRest Cal King Pillowtop Mattress and we received the BeautySleep. I also explained to Ms. ***** we wanted the BeautyRest mattress because they are much better quality then the BeautySleep. Ms. ***** advised me that they will not make any exchange and told me that they sent out the mattress that was ordered and I will have to keep it. My wife and I have been purchasing furniture at Beck’s Furniture for over 20 years and this is not real customer service satisfaction.

Desired Settlement: At this time the only resolution that my wife and I would like is to have the mattress we now have picked up by Beck's Furniture and for Beck's Furniture Store to deliver to our home the mattress listed here. One Simmons BeautyRest Cal King Firm Mattress. (No Pillowtop.) This is a regular Simmons BeautyRest Cal King Firm mattress and is cheaper then the Pillowtop. If Beck's Furniture Store cannot honor this and for all of the years we have been faithful Customers, then I think that they should provide my wife and I a complete refund in the amount of $971.95, for the mattress we now have.

Business Response: We do appreciate the long standing relationship with Mr. ******.  We apologize for the issues with the first mattress and would like to offer a $100.00 refund for the inconvenience.

Regarding the second mattress, Mr. ****** came in and reselected to the mattress that was delivered. He inspected and slept on the mattress and then decided to contact us to ask for a different mattress. As you can see from his resolution request, he is asking for a firm mattress now instead of the softer pillow top.  We cannot resell the mattress once it has been in the customers home so we do not have a comfort guarantee. This is discussed at the point of sale and is written on the back of the invoice. Furthermore these policies are reviewed and signed as such by the customer. We can however, offer  to exchange the mattress if the customer is willing to pay a 50% restocking fee.



Business Response: We stand by our earlier responses. This customer has been allowed a reselection from the original mattress and now they want to reselect again. I have forwarded copies of their sales order and the delivery document that shows they received what they selected. 

We will offer the customer an opportunity to reselect provided they pay a 50% restocking fee. 

Consumer Response: I am rejecting this response because:


Dear Mr. ******* *****

In response to Beck's Furniture. I stand by my last response, that my wife and I will keep our mattress
if Beck's Furniture refunds me fifty percent of the mattress cost. Good customer service is essential in retaining a good standing with the customer. My wife and I will no longer be using Beck's Furniture as our
furniture store in the future. Good customer service is important and Beck's Furniture has very poor
customer satisfaction.


Thank You

******* ** ******

11/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased several pieces of furniture including a leather two piece. I was not interested in purchasing any additional insurance, but the sales lady told me, "by my having children, it would be beneficial for me to get the ********* ********** ****, and that it would cover everything, from a cut, scrape or scratch on all my furniture." I called Beck's back in September to get information for *********, but no one ever returned my call. I finally located my receipt and recently put in a request to ********* to come and repair a scratch on the right armrest, and the leather is actually peeling under the left armrest. My loveseat is only two years old. *********'s response was, "they do not make repairs on scratches or peeling". I explained what was told to me by Beck's, and they apologized, and said I had to deal with the company. I have made several attempts to contact Beck's management department. Have left several messages for ****, and she has not responded. I want my money refunded in full. I would have never purchased this. I think it is all a gimmick to get more money from consumers.

Desired Settlement: I want my money back.

Business Response: Business states that the consumer was issued refund  on 11/09/2014.

11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased four dinning chairs. However, I canceled the purchase before I was to pick them up. On the contract I signed, paragraph 8-REFUNDS, stated that a refund would be processed in 7 to 10 business days.It has been 12 business days and the refund request still has bot been reviewed or signed. This is clearly a violation of contract.

Desired Settlement: I would like to receive a FULL refund of $438.53 since the purchase was canceled before the pickup date and time. Merchandise was never picked up therefore return fees, pickup fee, or restocking fees do not apply.I need the refund as soon as possible!

Business Response: Business states that the consumer issues have been resolved.

Consumer Response:  
Better Business Bureau:

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

11/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On November 7, 2013 I purchased a complete living room set from Beck's (included a 1 year warranty)and I purchased an additional 5 year warranty/protection plan (total cost $2,085.21). The first sofa delivered was defective (right arm broken/loose), I did not accept delivery, the second sofa delivered, I questioned it's right side seating area, the delivery driver assured me it needed to be broken in, that the sofa was on it's right side in transit and that it would (in time) even out. I accepted his word and the sofa. In September we were in Beck's looking for a King size headboard and saw the salesman that sold us the living room set (******), I told him about the issue with the sofa, the right side is very uneven and since I had back surgery I can't sit on that side of the sofa, ****** said "you're still under the 1 year warranty" and he brought us to the customer service counter to schedule an appointment for a service tech to come out. On 10-10-13 the service teach came out and said yes, the couch is defective and would issue his report to customer service. I got a call stating they won't do anything about the sofa, it's normal wear. I argued that with NO kids, or Pest only 2 adults after 6 months this is NOT normal wear, they agreed to send a tech out again to "stuff" the cushion. 10-30-13 after the tech stuffed 2 inches of foam into the cushion it's still was not corrected. When you sit on the right side you lean to the right (since I had back surgery, this is painful and I can not use the right side of the sofa)the tech again said the sofa needed to be re-placed or brought back to the warehouse to corrected properly. Customer serviced called a few days later and again stated, the manufacture says that is "normal wear" and will not exchange or fix your sofa. I said then Beck's need too. The warranty needs to honored, by the Manufacture or by Beck's. The warranty is still within the 1 year time frame. Beck's is responsible for customer satisfaction, per their web site!

Desired Settlement: I want a replacement sofa - if stuffing 2 inches of foam did not correct this problem, obviously the sofa is defective!I'm a medically retired peace officer - I have a rod and 2 screws in my lower back. I purchased the electric reclining sofa specifically so I can raise and lower my legs to reduce the strain on my lower back.

Business Response: Our technician noted on his first visit that the seat shows and sits with normal wear and tear with no structural or other damage or defects. All foam cushions will soften with daily use. This is the seat that is used every day and it shows slightly more wear than the other two seats. After discussing this with the customer he was not happy so, as a courtesy, we agreed to add additional foam to the inside of the cushion. The customer agreed and we completed the courtesy service. Unfortunately the customer was still unhappy with the seat. There is nothing further that can be done at this time.  I have attached photos that show the sofa seat and they validate the condition  as manufacture normal.

Consumer Response:

The complaint I filed on 9-22-14 (#********) has still not been resolved!
 
Beck's said they would call to set an appointment to have a manufacture representative come look at the sofa and as of today (10/21/14) they still have NOT called to set an appointment.  As I said in my past emails they are playing the "waiting" game = waiting until our warranty runs out, then they will not be obligated to fix this problem! 
 
It's been 30 days since my original complaint to the BBB and almost 90 days since my original complaint to Beck's. 
 
Can you please contact Beck's again to see why they have not contacted us? 
 
Do I need to re-open this case since it has NOT been resolved?
 
 
 
Thank you
***** ****

Business Response: The factory representative has been in North Carolina at the annual furniture market. We will send our customer care coordinator and our general sales manager out to verify the technicians report. We will contact the customer today to set the date and time.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dining room table and chairs along with a bed (headboard, footboard, rails) in May 2014. A few weeks later I noticed my chair seat to my dining table was cracked down the middle. At that time I called Becks they then informed me I needed to contact customer service, because all warranties will be handled through customer service. Long story short I did every thing I was supposed to I took photos, no one called me i called you, the manufacturers was contacted in late June and said it would take 4-6 weeks for your warehouse to receive that replacement seat and here we are 9 weeks later and I still have not been notified when I will be receiving the replacements. I called Friday 8/22 and your customer service rep (who i would say needs extensive customer service training) told me 2-4 more weeks. I called Saturday 8/23 and another rep told me it would be arriving this week. Which is it?Also the rail on the bed (I purchased and the same time)broke, when I contacted customer service in July about the bed they gave me the same run around. A rep came to take photos 7 days after I called and here we are August 27 and there has been no assitance in resolving these issues. This was not from me being rough with any of the merchandise, I live alone with no children so this should not be happening on brand new furniture.

Desired Settlement: I wish they would replace the one chair for my dining table and replace both rails / slats for my bed.

Business Response: We have called and left messages with the customer trying to schedule an appointment to replace the chair seat and the customer has not called back. The bed rails are on order and shipping from China with an estimated delivery date of Oct 30th. We may have a more immediate solution that we are looking into and should know for sure today or tomorrow. We will continue to reach out to the customer and attempt to set up the service.


8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a reversible sofa chaise May 26th. We realized it had a factory flaw in the chaise cover, it had a tear. I immediately called Becks customer service to let them know about the issue. They assured me the matter would be taken care of and not to worry. After waiting over three weeks they called with an appointment time. I called them back and rescheduled for afternoons then they tell me she said she would make a note of my 1-5 time request for the last appointment of the day on Wed. So on the 17th you can imagine my surprise when they showed up at 8:45. So I called again finding my request for the appointment change she had said oh its for July second 1-5 slot.So the technician shows up at 9:50 and just leaves the part. I called again they then told me they would not and could not accommodate my time frame and they would not let me return it. They sold me damaged merchandise and then promised me that it would be taken care of. Its 30 days later and they have yet to resolve this matter. They should have disclosed all of their policy practices for the technicians and not led me on until it was too late for me to walk in and return the item. Only after that time has past I was basically told I'm out of luck that they will not accommodate the time I am available for the technician to come out.

Desired Settlement: I want a full refund, I did not purchase new furniture to get damaged merchandise and have to repair it myself.

Business Response:
The customer contacted us on May 26th and said the chaise cover was coming undone. We offered to exchange the merchandise but she did not want to bring it back for an exchange so we agreed to order a new cover for the chaise and replace it as soon as it arrived. The customer was given a 4 to 6 week estimated arrival time on the cover and we explained that no exchange would be possible in the future.  We received the cover on June 17th and called and left a message scheduling a service for June 24th. When we arrived at the home on the 24th however, the customer wasn't there. When we contacted her she said she had called in to reschedule, so we rescheduled the service for July 2nd with an 8 to 12 time frame. Unfortunately once again when the technician arrived at the home the customers son answered the door and said the customer was not at home and would not be home. At this point our technician left the chaise cover with the son just in case the customer would rather put the cover on themselves than wait and reschedule again. 

The customer called in and spoke with our service manager. She said she had spoken with someone and they had promised her she was supposed to have a  1:00PM to 5:00PM time frame. We apologized for the misunderstanding and explained to her that we cannot schedule a time frame due to the way the services are routed but we can schedule the day. The customer then raised her voice saying that we should have told her we do not go out at specific times when she called in. We again apologized and offered to reschedule. She said she wanted the technicians phone number to set her time frame with them herself. We again told her that the services are routed by the computer and that we can only schedule the day. We did inform her that we do contact the customer 2 days prior to the service with a four hour window and that we can call her 30 minutes before the technician arrives. She said Friday is the only day she does not have school so  we offered to schedule her for Friday with a four hour time frame 2 days prior. She said "you know what I would rather just return it." We let her know that she could not return the merchandise as it had been in use for over a month. She hung up on our associate.

Furthermore we contacted the customer on July 4th and offered her a service on Monday the 7th between 1 and 5 as requested. The customer raised her voice and let us know that she had filed a complaint with the BBB and that she was going to wait.

We will continue to offer support in facilitating the manufacturer's warranty for this customer.

Consumer Response: I am rejecting this response because:

I am rejecting this response because: This is not what was promised to me or how the conversations happened, they are merely creating another story to cover their bad customer service.  But, however, this is no surprise to me because this is the style of customer service they provided to me, made statements and promise they failed to keep, talked in circles, and then turned on me. They insinuated that I was lying and their staff would never do that. The supervisor also stated that I had not made multiple calls multiple times. The only time I got upset was when I talked to the Customer service supervisor and she basically told me I was lying and that they don't provide that kind of service and when I asked her why her staff failed to disclose their policies in full prior to the deadline of me being able to return the item she had no comment she talked in circles and then put the fault on me. After she told me I was out of luck and they would only set me up a time that a computer would pick, I did end the call with her and filed my complaint with not only the BBB but also with their company. Only after I filed my complaint with the BBB did I receive a voice mail from her saying she would gladly accommodate my time frame. On the sixth one of her staff members called me. I wasn't rude or upset but matter of fact. I had told her that I wasn't going to set up a service appointment until I knew the complaint I filed with the company had been processed with her supervisor. That I was waiting for their response back That I wasn't going let it get swept under the rug and be treated like that.

Instead of following up with me on my complaint they sent me a notice of failure to respond and that they were going to close my case in 5 days. I called her supervisor and left a message with *** on 7-10-14 and asked that he please return my call. I still have had no response from him as of today 7-21-14. Then on 7-10-14 I also called customer service and let them know that I wasn't happy with the card they sent me saying I was non-responsive. That I had responded and I was indeed waiting for their response back on the complaint I filed against their customer service. I filed the complaint on 7-10-2014 and they have not responded to me regarding the complaint.

This is the service I received from them, misleading promises, false statements, miss scheduled dates and times, insults to my integrity by stating I did not call, that their staff would never, claiming that I wasn't more than patient in trying to resolve the situation regarding  their flawed merchandise. The second time the technician came out he did not call prior to set up a time. He called when he was on our door step right before he left the cover. They have a responsibility to the consumer to provide adequate confirmation of issues and customer conversations. They do not do this because they miss lead customers and do not stand by their promise. I had request confirmation of my service request and calls and I was told they do not provide that service. That I had to take them at their word, this clearly is a bad mistake.

Business Response: We apologize for the misunderstanding regarding the time frames, however, we have tried numerous times to replace the cushion cover and the customer refuses to allow us to do so. We have accommodated her request for a specific time frame and they still refuse to allow us to correct the problem.
 
I have attached copies of the sales order that was signed by the customer. As you can see it clearly states in the service pledge on the back  that "should any defect develop within the first 72 hours we will repair or replace the merchandise at our discretion."

We are still willing to accommodate the customers request for a later time frame and hope that we can resolve this issue as soon as possible.

7/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 14, 2014, I purchased a chest of drawers from Beck's furniture as a Father's Day gift for my husband. At the time of purchase I advised the sales representative that we would likely return at a later date to purchase the matching dresser. He suggested that if we decided to purchase the matching dresser, we do so within the next six months as items are sometimes discontinued. On June 16, 2014, my husband went to Beck's to purchase the matching dresser as a gift for my birthday. He was advised that he would be unable to purchase the dresser unless he purchased the entire bedroom set. Upon hearing this, I contacted Beck's and spoke with a store manager (***). I described to *** my conversation with the sales manager on June 14th and explained to him that I was never told the matching dresser could not be sold as an individual piece. *** looked into the matter and then told me Beck's would go ahead and sell us the matching dresser.On July 22nd, my husband and I went to Beck's and paid for the dresser. We were unable to take the dresser with us at that time and were told that we had up to 45 days to pick it up.On July 2nd, we received a voice mail message from another store manager (******), who stated that Beck's would not be able to sell us the dresser as an individual piece. According to ******, this decision was coming down from the ***e president. He stated we could return the chest of drawers I had purchased on June 14th if we did not want to keep one piece without the other.On July 8th, my husband went to Beck's to pick up the dresser we had bought and paid for, but was told the dresser would not be released to him. He spoke with store manager, *** and a general manager, both of whom stated the ***e president was refusing to honor their previous agreement, and sell the dresser as an individual piece. My husband reminded them that we had paid for the dresser and expressed concern that Beck's was witholding our property from us. This is totally unacceptable

Desired Settlement: We want the dresser we paid for released to us. We entered into an agreement with Beck's to sell us the dresser as an individual piece. That we were contacted two weeks after making the purchase only to be told that Beck's was rescinding their previous agreement, feels not only unethical, but illegal. We do not want a different dresser and chest of drawers. We want the furniture we selected.

Business Response: When it was discovered that the customer had been mistakenly sold the dresser  they were immediately contacted and explained that the sales associate had made a mistake and that we would be unable to fulfill the order. We offered the customer the opportunity to return the previously purchased chest and a credit of $50.00 for their inconvenience. The customer declined this offer.

Since then we have found a dresser through other channels and have informed the customer that the order has been processed and is now available for their pick up. 

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.

 

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.

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,

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

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,
 
 

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,

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

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.)

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

9/7/2012 Guarantee/Warranty Issues | Read Complaint Details
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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.

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.

8/27/2012 Advertising/Sales Issues | Read Complaint Details
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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.

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.

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.

6/26/2012 Problems with Product/Service
5/22/2012 Problems with Product/Service