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Consumer Complaints

BBB Accredited Business since 02/17/2012

Furniture on Consignment, Inc.

Phone: (316) 682-2000

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Customer Complaints Summary

6 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Delivery Issues1
Guarantee / Warranty Issues1
Problems with Product / Service2
Billing / Collection Issues0
Total Closed Complaints6

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (6)BBB Closure Definitions
07/14/2014Guarantee / Warranty Issues
02/18/2013Problems with Product / Service
10/29/2012Problems with Product / Service
04/09/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
On ********, we bought a sofa set with a pet protection for $***** It turned out that the protection plan didn't cover pet damage as they advertised.
Greetings,

On **********, furniture on consignment sold us a ******* sofa set with a pet a protection plan for a total amount of ******** dollars.

While we were looking to buy a sofa, we were hesitating to buy a ******* one because we have pets and pets scratch *******. The sales representative, convinced us to buy the ******* sofa set with pet protection plan. Because he said the pet protection plan will cover any damage caused by pets for 5 years. And we bought the protection plan.

Normally we weren't planning the buy the expensive ******* couch but with the protection plan it sounded reasonable.

The time we were buying it, we made sure at least three times that plan covered pet damage because that was the reason we bought a ******* sofa.

As i said in the beginning, the sale happened on ********** the sale number is *******, Customer number *******, sales person was ***** *. Total sale amount was ******** dollars.

Last week we adopted a new member to our family, a puppy! Before we were adopting the puppy we were worried about the couch being scratched by an untrained dog, but then we realized that we bought the protection plan and we are covered.

Even though we tried our best on protecting our couch from the puppy, it happened and he scratched it.

On **********, we have called the insurance company to file the claim but what they told us is that our protection plan does not cover pet damage. After the call we immediately called the furniture on consignment and explained the problem. But the answer we got is that, "I wasn't there i did not sell it to you "

Which is not even close how they did treated us before they sold the couch. Rightnow, we are stuck with a scratched ******* sofa set and feel like robbed because we paid *** dollars on a protection plan which was a lie and a ******* sofa which we wouldn't have bought if there wasn't pet protection on it.

Please understand our frustration and sadness.

Desired Settlement
We bought the ******* sofa just because it had a pet protection plan. And paid *** dollars extra for it. And we paid **** dollars for the ******* couch we can't use anymore. When i called them, i just wanted our couch to be fixed so we can continue using it.

I either want to get refund off the couch or get it fixed or replaced.

Thank you,

Business Response
We are very sorry to hear that you are having a issue with your ******* Furniture Protection Plan. We are always here to help you in the event you have a issue with any of our manufacturers, or extended service providers.

Our records show that the consumer did purchase a protection plan from ******* Furniture Services on *********. They did call us on ******** and inform us of their issue with the pet damage. The consumer did receive a copy of their ******* Furniture Services contract that does state under the WHAT IS NOT COVERED setion: "Damage caused by pets (other than bodily fluids)."

Our Customer Service Department has offered to deliver and install the replacement part at no additional charge for their inconvenience. They would only be responsible for the cost of the replacement part directly from the factory.

Our Customer Service Department will reach out to Mr. and Mrs. ******* and see how we can further assist them on their issue.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
*******,

Thank you very much for your follow up and your efforts,

I am sorry but this is not acceptable,

They have sold us the protection plan as "pet damage protection plan for 5 years" for *** dollars. "Period"

We did received the copy of the contract after a month and didn't dare to look at it because we trusted the business and we knew what we bought.

And again, i am sorry but, we didnt thought of a pet damage protection plan which doesnt cover pet damage...

And the replacement part cost they are talking about is about *** dollars.

I am sorry but we are obviously scammed and cant afford even an extra buck from our budget from our finances. And now, we are stuck with a couch we cant use anymore.

If we cant settle and agreement with them, we want to take a legal action can you give us advice on that? Because, this is obviously a scam and they sold us something which does not exist.

And we don't want anything like this to happen any other people.

Thank you again,

******

04/23/2013Advertising / Sales Issues
02/15/2013Delivery Issues

Industry Comparison| Chart

Furniture - Retail, Office Furniture & Equipment, Mirrors, Lighting Fixtures - Retail, Home Decor, Accessories & Gifts - Online Retailer, Beds - Retail, Bedding

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As a matter of policy, BBB does not endorse any product, service or business.

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

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.