ComplaintsforPerfect Home Furniture (Airdrie)

• Initial Complaint

  18/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a sectional sofa from Perfect Home in ******* Alberta on *** *** ****.The sectional started to deteriorate in ******** ** ****, only 7 months after purchase.I contacted the warranty department at Perfect Home via email ******** *** ****, I had the sofa for 9 months at that point. The manufacturer warranty is for one year.They responded, and stated "You have been approved for re-selection. Please head into the store at your earliest convenience to complete the selection process to replace the sectional." Indicating that they agree the sectional is faulty and should be replaced. I live in **, and to bring the sectional back to Alberta (600 Km away), plus rent a u-haul to do so was simply not reasonable. When I purchased the sectional I asked the store sales persons if the Warranty is covered in **, They said the warranty is covered anywhere in ******. I have 2 witnesses to this conversation in the store.I offered Perfect Home the option to come and get the sectional themselves, or for them to pay a company to come and get the sectional.They Declined.They asked me to hire a third party and ship it back or bring the sectional back myself. I said that I would do so if they paid for the cost of shipping it back to their store. They refused to pay for the cost of shipping.After months of back and forth emails no resolution has been reached. Perfect Home decided to offer me ******* to keep the Sectional as is. I declined. The Manager ********************* increased his offer to ******* to keep the sectional as is. I again asked for a full refund and asked him to send someone to get the sofa.I paid ******** for the sectional and the additional Furniture Protection Plan. I have therefore decided to do this complaint. I told him I would be contacting BBB, He offered ********. They have failed to uphold They Consumer Product and Liabilities Act against goods that fall short of reasonable expectation. I have also asked for a copy of said warranty and have never been given one.

  Business response

  18/05/2023

  This item was found to be faulty and due to it no longer being available to order, the customer was eligible for a reselection under the manufacturers warranty. Manufacturers warranties are on the product and are not related to additional services such as delivery.  In this case, the customer even picked up their item when it was purchased, further removing us from any obligation of delivery if it was even in question.  We are a local company and do not deliver to ** which is why she has been offered a 50% refund if she wanted to keep the product as-is.  A much higher offer than what we would normally give but we wanted to make every effort to accommodate a satisfactory resolution.  While we understand the situation the customer is in, weve made every offer and suggestion we can at this point and are simply awaiting a decision from her as to which option will work best under the circumstances.

  Customer response

  19/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Unfortunately this company misrepresented their warranty. I was told the sectional would be fully warranted in BC. When I purchased the item I was never informed that if something went wrong that I would be expected to return the item to Alberta at my own expense. Had I been told that I would NEVER have bought the sectional. In fact I specifically asked that question in the store when I bought it. I was told that the full one year manufacturer warranty and my additional service warranty would be front door service in **. The company neglected to properly inform me of their actual warranty parameters BEFORE I purchased this large ticket item. I was well aware that I lived in **, and that is why I specifically asked these questions before I purchased the sectional. This is negligent on the Perfect Home company and now Im expected to take a loss on a sectional that is falling apart after only 9 months. ***** ***** **** *** ****** ********. And I am not at fault for poor communication and lack of transparency on their part.
  Sincerely,
  
  *************************

• Initial Complaint

  23/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a dining set for about $1600 from Perfect Home ******* and was promised delivery that never happened due to **vid and supply chain issues. They refused to refund my money. They only would give a credit. I eventually was able to buy a new home and use the credit plus several hundred more for bedroom furniture. I was promised this wS a ** ** with no history of supply chain problems and I would get it at the latest in 3 months - end of Sept. It is now Nov. 23th and I still don't have my furniture.

  Business response

  15/12/2022

  Good afternoon,

  Apologies for the delayed response.  The original notifications regarding this complaint landed in my junk folder for some reason.  It does appear now though that this order has been delivered.

  Customer response

  16/12/2022

   
  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.

  They DID call me and  make the delivery of my furniture after you had contacted them.  Thank you.  My issue is resolved, but I still don't think much of the company.
  

  Sincerely,
  
  *****************************

• Initial Complaint

  26/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stearns&FosterAmberShoreTT queen mattress & boxspring purchased in store 2021-07-05;$1800 total incl taxes, delivery, & pick up & disposal of old set. 2 items delivered Sat 2021-07-17. Sales order #*****.Loony sized chunk of material gouged out of the corner of the boxspring.This fact communicated to the delivery crew & indicated on their delivery form.Damage to the mattress underside noted after their departure, a 2 golf ball depth indentation. In addition, damages/marking of the stairwell walls inside the home. Incredibly, wall damages went unreported by the delivery team. Store contacted & their reporting process adhered to, including photos & form work. There has been no remediation offered regarding the damage to the home. They ask for more information for the mattress damage, an impossible image to capture. Their offer of a boxspring exchange is accepted, if only they would set a date. Their tech could document the mattress damage at that time. Summary: all goods & home damaged.

  Business response

  30/07/2021

  We've been in contact with this customer and he has been provided with options to resolve the issues mentioned.  A new box spring has been ordered to exchange the original damaged one.  He was also offered monetary compensation for the issue with the mattress and wall.  He may also decide to purchase another piece of furniture at a discounted rate.  While this is still in process until he gets a chance to come in to look at other furniture options we are confident that a satisfactory resolution will be achieved and this file can be closed as is seems satisfied with the options provided.

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