ComplaintsforDufresne Furniture & Appliances

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress and filed a claim within the 10 year warranty as I have excruciating back and hip problems from my mattress. I can no longer sleep on my mattress as I have trouble walking the day after sleeping on my mattress. I have so much pain that I have trouble standing, sitting, walking, and doing any form of exercising. My husband is also experiencing the same pain. I *** ****** ***** *** ******* ** ** ******** *** need to exchange it.

  

  Business response

  12/04/2024

  Hello,
  Thank you for reaching out. Your mattress claim has been reviewed and at this time we are unable to submit your claim to the manufacturer. The mattress is showing a compression of 1.25 inches. The manufacturer requires a mattress to have a compression of at least 1.5 inches to qualify for claim submission.
  If you have any questions or concerns, you can reach our guest care department at ***************
  
  Our hours of operation are Monday-Saturday from 9am-7pm CST.
  Thank you, TDG Guest Care

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About one month ago, my wife and I purchased a new ** washer from Dufresne. We were told it would fit on the base of our existing ** model. When the new washer arrived, it was delivered by Ashley. They began to remove the old one off the base with a hammer, advising us that the new washer would not be stable and would have to be strapped onto it. I decided to keep the base and not install the washer on it for the time being. The delivery was supposed to include installation, which we paid for. They attempted to leave (it was past 6 pm) but I told them to balance it. They set it so it wasn't wobbling but did not use a level to balance it and left. The next morning, I hooked up the water lines myself and balanced it using my level. I set the drain hose properly into the drain and put the traction pads under the feet. They did not leave the shipping bolts, as the manual specifies and we will likely move in a couple of years. We were unable to get any closure on the delivery issues - Dufresne does not talk to anyone directly even though we bought local. On month later the washer was leaking water and shaking. After some confusion, it took a week to get a service rep from a third party to have a look at the washer. He said we used too much soap and to use 1/10 of the normal levels. The machine takes longer to wash loads. He said use extra rinse and to do a tub clean every 2 weeks or sooner to get rid of deposits. He said the manual was wrong. We were told to do only large loads because the washer could become unbalanced. He said to use the Normal setting for everything. He said the old base would work for the new machine, which it most likely would not without a professional installer. ** ***** ** ******* **** *** ****** ** ****** **** ******* *** **** ******** A different third party has been trying to get Dufresne to call us for 2 weeks. Nothing. This whole purchase has been a disaster.

  

  Business response

  25/03/2024

  Hello

  Thank you for contacting us

  Our records indicate the certified appliance technician has assessed the product and the report indicates it is in good working order and no further service is required.

  This claim is complete

  Regards

  Customer response

  26/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:  The business denies any responsibility and is obviously not willing to discuss this issue or communicate with us.  The machine does not operate properly when used according to the manufacturer's instructions.  The base for the old machine has not been removed from our premises.  We have no confidence in this unit and wish to have an extended warranty provided to us free of charge or the machine replaced with another make or model.
  
  Sincerely,
  
  Gérald *******

  

  Business response

  16/04/2024

  Hello
  Thank you for contacting us
  Our records indicate the certified appliance technician has assessed the product and the report indicates it is in good working order and no further service is required.
  This claim is complete
  Regards

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased two recliners at Ashley Store ** ********** ** on November 16,,2023 ,,we picked both chairs up ** ******** ***** ** ********** ** on November 22,,2023. Both chairs looked very fine after we unpacked them. , but after three months of use one chair has the cushion sagging way down on the right side ,,while the other chair is very fine. It is very visible,, and you also feel it when sitting in the chair. We paid $****** for each chair and we were advised to buy extra warranty on both chairs which would give us five years of coverage. The warranty cost was $****** per chair. We paid the total some of $******* the day we bought the chairs ( November 16th,2023)

  Customer response

  08/03/2024

  The company has contacted us and has promised to come to our home to fix the chair in question. They are coming March 26th and it is warranty work. I am very happy they have gone this route on this matter. I just do not want a problem or trouble with them at all. ** *** *** **** **** *********** **** *** * ***** *** *** **** ******** ** ** ****** I feel so soo much better with this off of my mind. ********* ***** **** 

   

  

  Business response

  11/03/2024

  Hello

  thank you for contacting us and we are sorry to hear about your concerns. 

  our records indicate there is a technician scheduled to address the concerns with the chair on 03/26/2024.

  we look forward to working with you for resolution

  regards

• Initial Complaint

  22/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** **** RE: Order #********* I purchased this sectional July 28/22 with extended warranty within a year the bottom cushions started wearing out (we have no children) when I contacted customer care, I was told it was piling when I sent pictures of the tear they said it was not covered. At time of purchase, I was advised by the salesman Mr.**** my warranty would cover tears and stains I **** * *** ***** ********* ** *** want to know what is the point of buying extended warranty? What does it cover my invoice also does not tell me how much warranty was nor how much the sectional was. I would like the bottom cushions repaired or the refund of my warranty. Customer care is very rude and avoids the concern of a customer.

  

  Business response

  27/02/2024

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate we have replacement parts on order for your sofa and once they arrive, our office will contact you to make installation arrangements.

  We look forward to working with you for resolution. 

  Regard

• Initial Complaint

  13/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  02/09/24 I purchased a Tempurpedic boxspring and when got home noticed that one of the items has a broken corner inside the package. Immediately I called the company to start a return but was told I need to do a warranty claim. After 2 days of going back and forth they now filed a claim with Tempurpedic and I'm told to wait 7 days. I've asked multiple times to return the damaged item and I've been told to wait on warranty. Now today(02/12/24) after explaining the Dufrense policy right on the website says I have full right to return the item within 48hrs without a penalty, was told opposite that I have to pay a 25% restocking fee. The company not only doesn't allow you to return items that are broken from their warehouse, they do not even stand by there written policies

  

  Business response

  16/02/2024

  hello

  thank you for contacting us and we are sorry to hear about your experience

  our records indicate we have a service file open for you and would follow standard service procedure.

  we look forward to working with you for resolution.

  regards

  Customer response

  22/02/2024

  They have resolved the issue, along with updating the wording on their website to include boxsprings

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dishwasher in 2020 from Dufresne Furniture ******* ** ****** *** ** ***** **. I also bought the warranty which was for 5 years. After the first year the seal on the door went. Repairs were done but on three other occasions it leaked again repairs were done but it destroyed the kitchen cork floor. It caused close to $**** damage to which Dufresne says they are not responsible nor is the warranty company for damage caused by a faulty appliance. It was due to their techs not fixing the problem and they have a policy that something must fail 4 times before they will replace it. Finally they replace it after the 4th attempt at repaid but would not pay for the installation of the new dishwasher. Very unsatisfied by the service and them saying too bad nothing we can do. * **** ***** **** ** ******* the original dishwasher was installed by someone they recommended to do the installation.

  

  Business response

  17/01/2024

  We have looked into Mr. ******** file and the repairs were done under the extended warranty and as stated in the terms and conditions of the extended warranty company they are not responsible for any consequential damages or of any installation.  * **** ******** * **** ** *** ***** *** ********** ** **** **********

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family ordered furniture from the Dufresne Furniture Store ** *** ***** ******* to be delivered between 10 am and 12:30 pm to our 92 and 94 yea old parents. We explained the they were moving to a supported living situation, that the elevator was booked for this time, and that the suite needed to be set up when they arrived at their new home in the afternoon. We paid $*** for “white glove delivery”. None of that happened. We had to scramble to find family members with pick up trucks, pick up the furniture and ASSEMBLE it! When we went to the store on the Thursday after the move, we were offered a refund of the delivery charge and a $** discount, and no apology. Sales order number **********, dated 11/04/23.

  

  Business response

  13/12/2023

  Hello

  Thank you for contacting us and we are very sorry to hear about your experience!

  Our records indicate we have offered the refund on the delivery fee and a $** gift card as guest appreciation.

  We have forwarded your feedback to be reviewed internally for coaching opportunities and improvements to our services.

  If you have any concerns around your product, please reach out to to our guest care department for assistance.

  regards,

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase made 08/19/22 with 5 year extended warranty. Not delivered until September. Power recliner broke down 08/20/2023. Submitted claim, given the run around having to provide a serial number that was on a sticker that didn't exist on that piece. Texted everything possible, waited. Weeks later I called, they said file was closed since I couldn't provide a serial number. Ummm... what? Re-opened after being told they could look it up. Part 'ordered and to be shipped to my house'. Date of delivery was pushed back EVERY time. And only after I continuously contacted them. I was given multiple false emails by both 1-800 customer service and store employees. Finally someone formed me there is ZERO way of emailing a claim, complaint or issue. Why was I lied to? So now after over 2 months of waiting with a fully extended, unusable piece of furniture, I called AGAIN today. My 5th, 6th, 7th(?) call trying desperately to get this repaired. We are a two adult home with ONE functioning section. I was told the part went to the warehouse Oct 27th..... NO ONE CALLED to book service. I am beyond DONE!! I am financing for this BROKEN piece of furniture. What was the point of extended warranty? I want a 100% refund for this nightmare. I have spent 70+ days with expensive, unusable furniture. Fixing it will NOT suffice. Because if or WHEN the other motor goes.... I am not doing this again. ** * **** ** ** ***** *** ***** *** ****** *** ** ***** ********* ***** ******* ****** ***** ******* **** ***** ******* ***** **** ** ****** ***** *** ******* ** ********* *** ********* **** **** ** ***** ****** ****** **** ** ***** **** **** ******* *** * ** ** *** ******* ***** *** *** **** ***** ********** * **** ************ *********

  

  Business response

  13/11/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your experience! our records indicate there is a technician scheduled to install the replacement parts for you on 11/15/2023

  We look forward to working with you towards resolution

  Regards

  Customer response

  13/11/2023

   
  Complaint: ********  
  I am rejecting this response because:
  After over two months of sitting on broken furniture and being given the runaround I DO NOT WANT THIS FURNITURE ANYMORE!! I was left to continuously call, track down, chase, beg, complain, demand that I be given help. Help.... a basic service a company should provide! This installation day is ONLY happening because I CALLED THEM. The part had arrived to their warehouse Oct 27th, NO ONE CALLED ME. It was only due to my call the the 1-800 on November 5th or 6th BEGGING to know why I am still sitting on broken furniture that something was scheduled. This company has the WORST customer service ever! Why did I bother to pay for an extended warranty? It has been a complete waste of time. And now, seeing the quality of this motor for the recliner fail in less than a year I don't trust that it isn't going to happen again to the OTHER motorized piece at the other end. Will I REALLY have to go through this again? Honestly, I don't think that I should have to in regards to all the undue stress, time & effort I have had to put into making this repair happen MONTHS after the fact. It's apparently OK by Ashley's standards to leave a customer to fend for themselves with unusable items. I find it to be a deplorable **** ** ******* ******** ******** **** **** *** ******* **** ** *** *******. I was happy, calm & reasonable with finding resolution MONTHS ago.... but THIS, this has gone on too long. I do not want any affiliation with this company and feel completely strapped to them in a bad nightmare. Please...... PLEASE refund me out of this bad relationship agreement and let me be on my way.
  Sincerely,
  
  Angie ****

  

  Business response

  14/11/2023

  Thank you for the reply and we certainly appreciate your feedback to be reviewed and considered for coaching and improvement opportunities.

  At this time, we are unable to authorize a return of the product and will restore it to showroom condition as outlined in the terms of sale with part and technician services. 

  we look forward to working with you for resolution

  regards

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new leather sofa from Dufresne last month .When it arrived we noticed the leather was marked. We immediately called Dufresne to advise them of the issue. They then sent their service department out to look at the sofa. The service person advised us that the whole sofa would have to be recovered .We asked how long that would take and he said about one week to get the new leather and one day to install it. We were not happy but agreed to have it recovered. Two weeks later they called and advised us the leather would not be in for another month and it would then take two weeks to repair the sofa. Because the sofa was brand new (not a floor model) we asked Dufresne for an exchange which the flatly refused. We think our request is quite reasonable. Why should we have to take a factory flawed sofa. That's unheard of!

  

  Business response

  12/10/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate we have all required replacement parts on order. part shipments typically take 2-6 weeks to arrive and once your parts are instock, our office will contact you to make installation arrangements

  We look forward to working with you as arranged.

  *******

  Customer response

  12/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: This sofa was not a floor model and no consumer expects to buy a new product and have to have that new product repaired. We did everything right as outlined by Dufresne . We notified them of the problem within 24 hours of receiving the sofa. and expected it would be replaced. Dufresne is being ridiculous in expecting us to wait while parts come in to repair what clearly should have been replaced. I expect better from Dufresne *** ** *** ***** ******* **** *** *** ***** ******** *** *** ********
  Sincerely,
  
  Arthur & Barbara ******

  

  Business response

  18/10/2023

  Hello

  Thank you for the reply. 

  Our terms indicate we offer repair on any product concerns. only in the event we are unable to restore the unit to showroom condition with technician services, will we be able to review for a replacement.

  We look forward to working with you.

  Regards

• Initial Complaint

  25/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 18 we purchased a fridge from Dufresne furniture on Ellice Ave with arrangements for delivery and removal of the old fridge. Once the movers were gone we noticed that our floor had been damaged. Four or five days later a Dufresne employee took pictures and described the damage. At this point we assumed that Dufresne would take care of the repair. Later when the service/transportation dept. called they claimed that the damage was probably the result of the water hook up. Once we explained that there had never been a water line, they changed their approach and suggested that the damage was pre-existing. We then explained that the 5 year old floor had had never had any fridge movement on it. At this point they claimed that the movers never damaged the floor. The damage was caused because the fridges were turned twice and pushed into position (7 !/2 feet) before the carrying straps were used. The service/transportation department has denied any responsibility and the manager at the Ellice Avenue store (Jing) suggested that any repairs are our problem.

  

  Business response

  30/09/2023

  Hello,.

  Thank you for contacting us and we are sorry to hear about your experience.

  Our team has reviewed your claim and it has been determined the damage was not as a result of the delivery.

  The guest has been refunded their delivery fees paid as a customer loyalty.

  Regards,

  Customer response

  04/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: We purchased a fridge for approximately $**** and received $**** worth of damages according to an installer from the ***** ****. A tech from dufresne was sent out to document the damage and informed us that this was certainly not the first time dufresne movers had done this. 

   

   

  Since the damage is totally visible  we invite those who do not believe us  to come and have  a look for themselves. As explained in our original e-mail, a new floor was installed by the ***** **** approximately 5 years ago and the first movement of any appliance on the floor  occurred when the dufresne men delivered the new fridge and removed the old one. It is insulting to us that after doing $**** worth of damage we are offered a return of delivery charges.
  
  ********* **** * *** ********

  

  Business response

  12/10/2023

  Hello,.
  Thank you for the reply.
  Our team has reviewed your claim and it has been determined the damage was not as a result of the delivery.  The delivery drivers used straps to move the fridge and it was not dragged across the floor.  it was noted the guest was with the delivery drivers for the duration of the delivery. the drivers would have left the fridge out of place in order for the water hook up and plug in to have been completed
  The guest has been refunded their delivery fees paid as a customer loyalty

  Regards,

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