ComplaintsforDufresne Furniture & Appliances

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I purchased a stove from Dufresne on September 28 or 29th***************************************************************** It was delivered on October 2. After the delivery guys left, and I had a chance to look at it, I noticed a few damages. Including scratches on the glass top...part of the seal between the cook top and the edge is actually melted..there is a screw hanging loosely of the front panel...and there is no outlet on the top (which was a selling feature for me). All in total, I spent just under $2000. I called and let them know within the first hour after delivery. By this I mean calling the customer care line...told the wrong info...called again, different person wrong again. Called the store and after a terrible time trying to speak with the store manager he finally returned my call. *******************************************************************************************************************************************************************************

  

  Business response

  25/10/2021

  Business Response /* (1000, 5, 2021/10/08) */ Hello, thank you for contacting us and we are truly sorry to hear about your experience! Our records indicate we have processed a return for our order and the pick up of the product is scheduled for tomorrow 10/09/2021. The refund will be applied back to the original method of payment. Regards

• Initial Complaint

  20/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a sofa in April of this year. Was delivered in June. During delivery the sofa was ripped as one of the cushions hooked on a door hinge. The door entrance and interior of the home were also damaged. The company arranged for a quote for the home damage but required a second quote to proceed, but didn't tell me until I called an asked several weeks later. Lastly they finally got around to calling to schedule a technician to come out and fix the sofa and the next available appointment is Dec. 31st of this year. The warranty service as been atrocious.

  

  Business response

  27/10/2021

  Business Response /* (1000, 5, 2021/09/25) */ Hello, We have spoken to the customer and made earlier arrangements for the technician to go out to the home. Thanks Guest care Consumer Response /* (3000, 7, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I appreciate the earlier date, the proposed fix and duration of the process has been completely unacceptable. I have been suggesting that Dufresne completely replace the damaged portion of the couch instead of the back and forth to date. I was told by someone at customer service that the delay is due to lack of service technicians and they are training new ones. So now I will get a technician that is new to attempt to fix my couch when the piece should just simply be replaced? Business Response /* (4000, 9, 2021/09/30) */ Hello, We have spoken to the customer and have reached an agreement. Thanks, Guest care Consumer Response /* (4200, 11, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although, I appreciate the earlier service date. I still maintain that a far better solution for both parties would be to simply replace the damaged part. I am not convinced they will be able to repair this given the nature of the damage. Business Response /* (4000, 13, 2021/10/19) */ Hello, Our technician has resolved all issues in regards to the furniture. Thanks, Guest care Consumer Response /* (4200, 15, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the repair of the couch appears to be good. Still awaiting resolution on the home damage. Business Response /* (4000, 17, 2021/10/22) */ Hello, There is a contractor dispatched to complete the repairs to the home. The consumer has been notified. Thanks, Guest care Consumer Response /* (2000, 19, 2021/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks it appears we are in the final stretch for resolution.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date Aug. 3 2021 total money spent 2522.99. Washer and stove delivered Aug. 7. Washer is defective upon delivery and stove does not meet expectations as it has a high burn risk. The company as stated they do not do exchanges or returns on appliances. They're only response was to direct us to the manufacturer. If a company sells a product they should have a responsibility to have a return, policy especially, days within the purchase. The washer was a clearance item (discontinued product) sold as is however, we did not expect it to be a defective product. They provided us with no after service care and did not seek any way to resolve these issues.

  

  Business response

  08/09/2021

  Business Response /* (1000, 5, 2021/08/16) */ Hello, Thank you for contacting us! As per the signed Terms of Sale, Appliances and clearance units are non-refundable. The manufacture of the appliances provide a 1 year warranty against manufacture defects and will service any defective unit with replacement parts and/or technician services, at their discretion. At this time, a refund and/or exchange are declined. Regards, Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been a complete lack of accountability and no responsibility taken by Dufresne. When they sell a product defective a return should be warranted. I would be more empathetic if say it were weeks, months or years down the road issues arose, however, our first attempt to use this washer left us with a washer tub full of water, water damage, weeks of waiting, and no resolution besides "call the manufacturer; it's the policy" So, we are still without a washer for the foreseeable future and out almost a thousand dollars. Should a brand new product require repair? I feel it should not! Should a company be required to take responsibility for selling faulty products? I feel they should! ****************************************************************************************************************************************************************************************************** We have accepted we are stuck with this ***** of a washer, however, this process has definitely unearthed much larger issues surrounding organizational transparency *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** My first and only experience with Dufresne was only "superior"for its lack of post sale service and my guest experience has left me extremely dissatisfied. Business Response /* (4000, 9, 2021/08/27) */ Thank you for the reply. ** is currently providing service to the unit as per their manufacture terms. this case is closed.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a queen mattress, box spring, bed frame, and mattress pad on July 12th from Dufresne at 880 Nairn Avenue for my son. The total price for the whole purchase was $2591.36. The bed was delivered on July 16th and the mattress came defective. We took photos and phoned Dufresne the same day, telling them the mattress was defective. We sent photos to the salesman Matt over e-mail to show proof of the defect. He responded and acknowledged the defect. Finally, an inspector from Dufresne named Dave came out on Thursday, July 29th, took pictures, and saw the obvious defect. He said we would hear back in a couple days about our mattress. We have heard nothing plausible since. Here is a list of all the times we called: Dufresne Nairn - Janet on July 21st Dufresne Nairn - Janet on July 22nd Guest Care - Demi on July 22nd Inspection Done Guest Care - Sam on August 5th Guest Care - Zenan on August 9th Guest Care - Jskarn on August 9th Dufresne Nairn - Sam on August 9th x2 When the bedroom package was bought, they said there is a 30-day warranty period. Whenever we call, they keep saying we have to wait until a manager calls, but the 30-day warranty period expires on August 12th (very soon). All we wanted was a new mattress delivered that was not defective. Now, if they are unable to do that before the warranty period ends, we would have no choice but to return the bed before we are stuck with it after August 12th. Guest care said we would get a full refund minus 10% of the purchase price due to restocking fees (unfair). Dufresne Nairn then said today, following the call with guest care, that there would be NO return whatsoever until a manager gets a hold of us (but the warranty period is almost over). They keep changing all of their stories. We are leaving on holidays starting August 20th as well. We bought a stove, fridge, freezer, etc. from them and some of those items have been defective (stove being fixed with the 1-year warranty). We wanted to give them another chance.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/08/12) */ We spoke to guest and let them know we will be exchanging the defective mattress and will be providing a gift card once all resolved for the experience. Consumer Response /* (2000, 7, 2021/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is all we wanted from the start from the day of delivery. Thank you! The gift card is an extra nice gesture as well! :) Consumer Response /* (3000, 14, 2021/10/05) */ *********************************************************** We have now received our fourth bed on: Saturday, September 25, 2021, defective yet again. We have been dealing directly with Rosemarie (Guest Care) at Dufresne's: phone number ***************************************************************** She has promised me a new condition mattress as my son paid for and expected a brand new one. Once I was fully satisfied with the purchased mattress, she would be sending me out a substantial gift card for all we went through. We also got a hold of a manager, Janet, at Dufresne on the same Saturday we got the fourth bed. She said she would contact us as soon as she got the pictures, and she did, instructing us to contact GuestCare. *************************************************************************************************************************** Thanks, Carla ****** Business Response /* (4000, 17, 2021/10/15) */ We have rebooked a new exchange for customer's mattress for oct 16th, we will follow up with guest to make sure goes well. November 8, 2021: We have received a $400.00 credit to our credit card today, November 8th, 2021, regarding a mattress we purchased from Dufresne back on July 12, 2021. We are not fully satisfied, but accepted their final offer since we wanted closure. After 5 defective beds, we were willing to keep the 5th defective bed (the better of the bunch) and had requested we would like $900.00 credited back to our credit card, which was half the amount of what we paid for the mattress (value of $1799.99). We felt this was reasonable on our behalf after all the stress, time, and waiting for any responses from the company, waiting for deliveries every two weeks or so, and for also willing to keep the 5th defective mattress. Rosemarie (Dufresne GuestCare) did the best she could for us in resolving this to our satisfaction ****************************************************************************************************************************************************** Needless to say, our family and friends were long-term customers, but not anymore. *********************************** *************************************************************************** Thanks, Carla ******

• Initial Complaint

  06/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a sectional online at the beginning of August 2020, which we inspected in store before ordering. Warranty begins the date of purchase. We did not receive our sectional until the middle to end of October. The sectional arrived broken but we were advised since it was more than 3 days from the date of purchase we could not return it but they would warranty it. I believe we received a defective unit as it was broken and the cushions were sagging. It looked used. A few months later a technician came and nailed the sectional back together but he wasn't prepared to fix issue with seats and cushions but agreed they needed to be replaced/refilled. They scheduled another technician to come fix that. Since then, they have canceled 2 or 3 service calls. My couches look awful -seams separating, fabric is pilling, sectional creaks, seats deflated, cushions sagging - at 10 months old and my warranty is almost up.

  

  Business response

  08/09/2021

  Business Response /* (1000, 5, 2021/08/13) */ Hello, We have spoken to the customer and have reached an agreement. Thank you, Guest care

• Initial Complaint

  03/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 2020 -bought a new dishwasher from the store. Extended warranty was purchased on top of manufacturer's warranty. April 2021 - dishwasher bracket breaks inside. Assessment shows replacement of entire tub. May 2021 - I call manufacturer for update. Nothing has happened yet. June 28 - still no progress in fixing dishwasher. Manufacturer decides to replace it instead. I'm told everything will he arranged with the store After 2 weeks, I've still heard nothing from them. I call and am told "just go in and pick a new one!" June 21 we make the trip into Brandon to pick a new one. Our options are very limited. Either downgrade to a lesser washer, or upgrade AND pay more. Then we are told it will be another 2 month wait to order it. We asked for a refund and are told they don't handle that. Call customer care. I'm now getting bounced back and forth between the 2..customer care says I need to talk to the store. I either want a refund or a new dishwasher quickly (and not pay more)

  

  Business response

  12/08/2021

  Business Response /* (1000, 6, 2021/08/12) */ We called guest and left voicemail message to get the phone number or name associated with their account with us , as the information provided did not bring up their account with us. Consumer Response /* (3000, 16, 2021/09/02) */ Honestly, I'm just very frustrated with this business as they have not truly attempted to resolve anything at this time. The phone call I received (that I missed) was made 5 minutes before closing time and, although I called Guest Care back a few days later (once I got home) I was told the person I needed to speak with wasn't working that day and only that person was able to manage my complaint file. The person I spoke with did update the customer file with Dufresne's so that my information is connected properly with it. That was on Aug 16 and I have never received any call back since then. This just seems to be a saga that continues over such a little thing. I'm upset that the only resolution they have for me, who has already paid for a new dishwasher, is to replace it but have me pay more... I have a limited budget. I planned this purchase based on what I could afford and it is so disheartening that now I'm being asked to pay more money... that I don't have in my budget. Angela ******** Business Response /* (4000, 23, 2021/09/15) */ We have spoken to guest on more then one occasion and advised that she has a credit for the amount she paid to reselect to a new dishwasher. The one that is being replaced has been discontinued. We advised guest as per the terms of sale that we do not offer returns for appliances.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩