ComplaintsforSadler's Home Furnishings

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2021, I received the Lazy Boy recliner couch and chair. At the time of purchase, I also purchased the warranty through Guardsman. In June ************************************** regard to the welds on the metal bars breaking. They did send out and Tech on July 18 and a few days later I received an email saying that it cannot be fixed, and they would let me know in 45 days what the outcome was going to be as far as repairs or replacement. It is now September 12 and I have not heard anything. When I call the company, I have been on hold every time for over an hour or 2 before I finally have to hang up. This is a service I have paid for, and I feel it's just a scam.

  

  Business response

  09/27/2023

  I have spoken with Guardsman, I have given them the email address & phone number provided. They will be contacting you.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered furniture and due to a really long wait, we cancelled. I totally understand supply chain issues and this is not my problem.We cancelled our order a month ago and still have not received our money back. First, I called and spoke to ********, who told me she was cancelling the order and would put a note on her managers desk to refund the money and send us an emailed receipt. None of that happened. Okay, they may be having issues so we wait a week and call again. This time, they told us that they refund phone orders through Paypal and it only goes out on Thursdays. Fine, we wait longer. They assured us we would get it this time. Nope. I finally called a THIRD time and spoke to ******, my salesman. He informed me that there was no record of me requesting a refund and he would reach out to the manager and call me back. Of course, ****** did not reach back out and when confronted on this, he was unapologetic and said that we were irritated at the wrong person. I understand that only certain people can issue refunds, but shortcomings from people like ****** and ******** ensure we will never get our money. We have called a total of five times and still no refund a month later. It has been a nightmare and I feel like we will have to take them to small claims to get our money back. This is not a small sum of money either and the people responsible for issuing a refund could not care less.

  

  Business response

  10/05/2022

  *************** is correct. This is unacceptable. We will ber reworking our refund process.

  A refund check for the full amount has been issued.

  it is ready to be picked up.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote about a complaint against southern motion now i want a complaint on sadlers furnishing on the sectional i received i have worked with a sales rep and bought this sofa we waited a long time to get this sectional and it is awful the loud sqeaking noise from the leather ( i dont believe it is the italian leather we ordered)i talked to a lady at sadlers and she referred me to someone else who then i got the owner, i told him all about the isuues and sent pictures videos etc and he said it normal and he sat in the leather sofa in the store and it is not loud, well just so you know this leather isnt in his store at all we live 4 hrs away from sadlers and hes trying to fool us by saying that, well i went to anchorage a few weeks ago and talked to a sales rep showed her the pictures and video ( which i tried to send you to hear the loud squeaking and the console opening but it wont go through and this is a huge major isssue)there is no sofa in the store with this leather and all were so nice and quiet it was great **** refuse to call em back or email me saying too bad its normal, well it isnt its embarrassing people come over and say why is this so squeaky and loud the console opens everytime we recline and is so loud,i really need to send you the video no one will help at all southern motion refuses to call me or contact me we want a replacement sofa, i want full credit to purchase another non leather sectional and left over credit please help

  

  Business response

  06/21/2022

  *************************** did special order a Southern Motion brand sectional with recliners. The cover she picked was a leather / vinyl match.
  
  When the sectional was delivered to her home there was a issue with the recliners opening the hidden cup holders in a consul as the recliners reclined. We have a replacement on order for that. We have not received it yet.
  
  Later the customer contacted ********************** about a dent in the leather / vinyl. Our **************** staff found this dent to be very odd. Did not look like it could be caused by normal use.
  
  Our staff sent the pictures the customer had provided us and the manufacturer told us that it was customer abuse and would not cover it.
  The customer was advised of this and she then contacted the manufacturer. She also told the manufacturer that she did not like the sound the sectional made.
  
  The customer stated the manufacturer told her to wipe the sectional with dryer sheets. Sadlers did not tell the customer to do this and do not know why any else would.
  
  The customer contacted us about the noise and spoke with different members of our staff. How many and exactly who we dont know.
  
  At some point the customer told one of our staff that she was contacting a attorney so we put a notice on her account that she stated that and no one in the company but me would speak to her.
  
  I took a call from the customer. She described the issues.
  The consul that the cup holders are opened by recliners
  And that the sectional squeaks loudly when people sit , lay or recline in it.
  She emailed videos of the cup holder and of the squeaks.
  I told the customer I would review the situation and get back to her.
  The customer was extremely adamant at that time that she will only except a full refund
  
  My review.
  1. I had the exact leather sample and vinyl sample that she special ordered and rubbed then against them selves and each other, rubbed my hand and clothing on each one and could not make the samples Squeak. 
  2. My Director of Retail and myself went to Sadlers ********* showroom and located to Southern Motion reclining sofas and loveseats in Leather / Vinyl match.
  We sat in all of them , laid down , reclined and could not produce a Squeak
  
  The is noise made when sitting in and recline in these items but that is true of all the reclining furniture we carry. The noise is from the mechanical movement of the recliners and compression of the cover , cushions and other fiber and filling.
  Not squeaks and in normal range for upholstery furniture.
  
  I informed the customer of what I did and my findings and that I felt this was not a manufacturers defect.
  
  The customer did send another email video of a young girl bouncing repetitions on the corer unit that produced a squeak.
  This didnt change my opinion. Its far from normal use.
  
  While we dont want our customers to be unhappy with our products there are very rare times it happens.
  ***** wants to say the order took along time.
  But she was informed at time of purchase it would take longer due the pandemic supply chain issues.
  
  She knew that there would be no refund on special orders and signed agreement to that at time of purchase.
  
  I personally took the time to review her situation. I did a good job of that and found nothing to backup her claim.
  
  She states that we , I etc are trying to fool her and she makes statements that arent correct.
  
  Our position is that her purchase was a special order and that all claims except the consul are with out merit.
  We stand with our policy that there are no refunds on special orders.
  

  Sincerely

  
  *********************
  President
  Sadlers Home Furnishings

  
  

  

  Business response

  06/21/2022

  Please see attachment for response.

   

  Customer response

  06/27/2022

  i received a reply from the owner **** of sadlers furnisher and want to comment on his remarks
  the store does not have the italian leather that i felt on a sample on anything in their showroom as the sales reps told me specifcally, i spent an additional $3,000 for it and got squeaky fake leather which **** said it is the mechanics and it is NOT the mechanics making the awful noise, when you sit and get up and any movement, i showed the videos to the floor sales reps and several said this was NOT NORMAL, 
  i also never said the wait was long, i knew how long it was going to take to receive it and was totally fine with it
  the video of my granddaughter was not jumping on it she is 4 and  and has to jump,up to sit on it and you can hear the squeaks
  videos were sent of us reclining and the console opens and you can hear the loud noise Not from the mechanics
  the indents on the armrest are awful and the manufacturer customer reviews said this was a problem which i was not aware of
  the leg under one piece of sectional is bent also
  the corner part sounds like a broken board in it already
  we have been waiting almost one yr for a new console since this one had a screwed on crooked top
  i also NEVER told **** i wanted a full refund, i said i want full CREDIT  to purchase a quiet new sofa 
  i went to the showroom and sat in many of the leather sofa recliners with a sales rep and they were all so nice and quiet and never made awful squeaky noises when you moved on them or layed on them or the consoles never opened during reclining
  so, i want a full credit to purchase from sadlers a new sofa, maybe sectional, that reclines and isnt broken
  im dealing with  bbb for southern motion also
  they made an awful sectional using cheap wood , legs and filling and not the leather i wanted , **** even said sometimes and during covid maybe they had to get the leather from somewhere else 
  so many broken parts that i believe sadlers needs to deal with southern motion,  southern motion told me to rub dryer sheets on the sofa and in between to keep the sounds down, THAT IS CRAZY
  no one wants to take responsibility for this and i need help, many of our friends have leather and thats why we chose leather and theirs dont sqeak when you sit on them or get up from sitting on it
  thank you and please help me
  Kathy 

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from Sadlers in ********* this year. A few months later my sofa developed issues. I called customer service and since the sofa was still under warranty they were able to order the part. When the part arrived customer service contacted me letting me know the part arrived. I inquired about my sofa being picked up but for the repair but was told that would be extra. My husband rented a trailer and dropped the sofa of for repair and was told it would take approximately 6 weeks. I received a text around 6 weeks later to pick up the repaired sofa. When we brought it home and unwrapped it we noticed a ***** in the leather but since it was hidden we decided not to make a big deal. Low and behold it's a month later and my sofa is once again experiencing the same issue. This is obviously a manufacturing default and we are extremely dissatisfied. At this point, we want our money back or a replacement. There is no way we can keep getting the same issue fixed every few months.

  

  Business response

  10/15/2021

  First I want to apologize for the delayed response. My email address was recently changed.

  I spoke with my service department, it my understanding that we have picked up the sofa, repaired it & will be delivering it to the customers home. If there are any other issues please let me know.

*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. ↩