ComplaintsforSam Levitz Furniture Company, Inc.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a set of 2 double recliner loveseats on 12/30/2020. I paid for an extra warranty and service protection. This will be the 3rd time my furniture goes into repairs and I'm afraid the warranty will run out before the issue is corrected. The furniture store was very prompt to sell and collect but has been very unresponsive to service, repair, or replacement requests. Because of the declining quality of furniture, I've been experiencing unnecessary back pains. It is almost impossible to get through to or hold of someone with decision-making responsibility.

  

  Business response

  02/10/2024

  We would like to respond to Mr. Raymond & Linda Rios. We have replaced cores and replaced springs. Mr. Rios explains about back pains which unfortunately not covered under the warranty. We repair as long as we are provided from the vendor with the proper supplies. It does not state in the warranty if we work on the item 3 or 4 attempts we offer a reselection. We will not offer a different option unless the furniture is not repairable with manufacture defects. 

  Customer response

  02/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21238449, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Raymond & Linda Rios
  
   
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Furnifure charges of approximately $3400.00 were placed on my credit when I did not make any purchases from them. I have a credit card from them that I have never used. I have contacted them on several occasions to have charges removed. They remove them as a temporary dispute and bill me again a month later. Both Synchrony and Sam Levitz point the finger at each other and I am being effective negatively on my credit. I would appreciate getting assistance in getting this issue resolved, removing charges from my credit card as was as my credit report.

  

  Business response

  02/10/2024

  We would like to update  Pearl Nixon account has been credited and the account of Shawn Bradford has been charged both names on the invoice # 0720307NY36. Thank you

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a leather sofa and loveseat back in Oct. 2021. The pair is very nice. Went well with our home. More than several months ago the sofa and loveseat started having a chemical smell which was affecting our eyes and breathing. We contacted Sam Levitz about the issue. They had a service person come out to inspect it and then came out and picked up the sofa only and had it washed and sterilized. Upon its return it seemed that the issue was better. After many weeks and phone calls of trying to get the loveseat picked up to have it washed and cleaned we never were contacted by the service department in regards to the issue. Upon waiting the sofa again started to smell again with the same issue. I started making phone calls again but started inquiring about making a claim using the 5 year protection plan that we purchased for the sofa and loveseat. Again Sam Levitz had a technician come out and make a report. This time he said it smelled like leather which I explained I know what leather smells like and again told the individual on the phone what the problem was. I also explained that one leg and the center support to the sofa needed fixing and on prior occasions expressed that problem and still that neither has been fixed. That phone call was on December 5th. On that night I checked the sofa and loveseat and found labels attached underneath that says "The upholstery materials in this product contains added flame retardant chemicals" I called on the December 6th to give this info to Sam Levitz as well as send photos to the service email. Since then I have not heard from them even after I was told I would hear back in a day or two. It is now 2 weeks later and I'm still waiting. This is on top of at least 2+ months now of trying to get this resolved without losing my temper, going to the store, etc. So, I hope this helps me in this situation to bring it to your attention for help. I want what was promised on buying the warranty. Cant fix it. Then replace it.

  

  Business response

  01/17/2024

  We would like to respond to our customer Mr. Barney Phegley. We are giving a reselection to the customer due to the chemical smell the leather is giving off. We have left a message for the customer to update the follow up and await his call. Thank you

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/24/2023 I placed an online order for two couches through Sam's Furniture Outlet in Tucson, AZ. The amount paid, including tax and delivery, was $786.54. The order number was #100300514. I received an e-mail saying they would be in touch within a couple of days to discuss delivery. I never heard from them. I contacted Sam's on my own to ask, and was told the couches wouldn't arrive until mid-December, and they would let me know--but I was urged to come into the store and buy something in stock. Since everything in the store costs more than the internet "specials," I declined. Now delivery has been pushed back to mid-February. Once again I was urged to come into the store and go with something in stock. This was two invitations to do that, and left me with an uneasy feeling that they were far more interested in selling me something else than getting me my couches in a timely manner, so they could make more money. I told the salesman it might be better if I simply cancelled. He said he'd keep trying to find me something--despite me saying I was not interested in the colors and styles he'd shown me. So we have a store that does not have stock on hand, despite implying they do on their website; they keep pushing the delivery date back by months; and they push to get you into the store so you'll spend more money than the amount you have already paid. To top it off, if you cancel "for any reason," you are charged a 25% "restocking fee." I don't know how there can be restocking when they don't actually HAVE the product. Therefore I would like to cancel the purchase outright with no restocking fee involved, and receive the entire amount of $786.54 placed back on my credit card, NOT in store credit. I have no intention of doing business with them again, and store credit is not acceptable.

  

  Business response

  12/26/2023

  We would like to respond to Jennifer Roberson. We have been in contact with Mrs. Roberson the order has been canceled and the refund in full with no restocking fee will be refunded today 12/26/2023.

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21008971, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Jennifer Roberson
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my signature collection couch from the Orange Grove location about a year ago and added the extended warranty that covers up to 5 years. The couch began to fray and is now at the point that I needed to call before it gets worse. A technician came out today to inspect the couch. I received a call a few hours later from the customer service department telling me that they can’t do anything because it was determined to be fraying from “pet claw”. HOWEVER, this started prior to us having pets. ADDITIONALLY, our dogs were outside when the technician was there and the dogs are not allowed on the couch (which is a moot point because he has zero proof to support his claim). I told the service rep this and it changed nothing according to him. So my question and complaint is - how on earth is this technician going to determine it is from “pet claw” when he NEVER saw my pets even inside! Nor did we ever tell this technician that they touch the couch (because they do not get on our couch). There is zero proof that my pets are to blame - especially since this started happening BEFORE we had pets!! This is wrong. I paid almost $5k for this couch and paid extra for the warranty, just to have them tell me it’s not covered because of an illegitimate reason that they have ZERO proof of. When I asked to speak to a supervisor, I was told they would submit an email for review and the supervisor may call. The CSR should have transferred me immediately! This isn’t even the only thing that happened - they sold me a mirror and then called to tell me they sold it to me when they didn’t actually have it in stock. They’re a terrible company. This place should be put out of business.

  

  Business response

  12/06/2023

  We would like to respond to claim # 20963920. Our customer purchased on 10/29/2022 and the furniture was delivered on 11/1/2022. We informed customer we would order the seat casing as a courtesy how every pet damages and pilling are not covered under the warranty. She has accepted for us to proceed with the parts order. Thank you 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 3rd 2023, purchased adjustable bed, cost $3588.11. Bed delivered on September 4th, 2023. Delivery team damaged our Saltillo tile flooring in the process. Damage was pointed out to the team leader, he said he would make a note of it. We followed up by phone and spoke with Steve Sanchez, the delivery coordinator for Levitz. He asked us to get estimates for the repair, sent first estimate in amount of $5,500 on September 21st. We provided pictures of the damage. Their response was the estimate was too high, we invited them to come and examine the damage and they declined. Rather than waiting for us to get additional estimates we were told the claim was sent to their insurance company. Ruby Quintero in claims told us in an email on October 3rd that they would have nothing further to do with it. We have since had no communication from either the insurance or the Levitz company. We did ask for a contact with the insurance company and received no response. In the meantime we got additional estimates but have been unable to discuss them with the company. We would prefer to settle this without legal action if possible.

  

  Business response

  12/18/2023

  Mr. and Mrs. Ambrose indeed had a delivery of bedding from Sam Levitz on September 4th, 2023. They initially stated that they had over 40 ceramic tiles damaged from the bedding being dragged over the floor. We don't find the damage their flooring consistent with this type of delivery. As we have stated to Mr. Ambrose, this type of claim we typically will turn over to our insurance team. They will manage any claim moving forward. I'm not sure why there hasn't been contact up to this point, however I did follow-up with Secura Insurance this morning and made sure they had all the Ambrose's contact info (which they do). The Secure representative stated they would have an adjusted reach out to they within 48 hours (which would be 12/20/2023). If there is no contact from Secura their direct line is 800.558.3405. As a side note, once Sam Levitz turns over customer claims to the insurance teams. We typically are no longer involved in any claims process.

  Customer response

  12/19/2023

  We explained how the damage occurred in detail numerous times to Levitz representatives. The delivery crew was also aware of the damage. This has gone on for nearly four months. If we do not receive adequate response and resolution from the insurance carrier we will take the matter to court.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a couch and 2 recliners from them , and at the time of purchase we got the extended warranties in case the furniture needed any repairs over 5 years from the purchase date . We had them come out for a service call on the couch around Oct 23 of 2023 , and they were supposed to return it on Oct 27th, 2023 . They never returned the couch , and we never heard from them . Have tried to contact them numerous times to only get excuses such as we ordered the wrong parts for the repair or its not completed . Otherwise we are put on hold , disconnected or hung up on .

  

  Business response

  12/26/2023

  We would like to respond to Mr. Macmillan. Mr. Macmillan purchased the sofa on 6/05/2022 and delivered on 6/11/2022. The first service was called in on 2/28/2023  the framing was cracked and decking was loose. We received the wrong part took longer however parts were installed. The frame is broken in the same area we have offered the customer to reselect and has agreed. we apologies for any inconvenience. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a my sofa bed for the cushions to be repaired and after weeks of waiting, when they came to deliver the product, one of the legs was broken. They took it back to get fixed and this Saturday when they came to deliver it, it was still broken. The employee proceeded to make 2 additional holes in addition to the 4 that the leg already had. By doing this he attached the leg side ways and not even with the other ones. The second complaint involves a the purchase of a 0-gravity power recliner which I bought new. Upon arrival, they sent me a dirty and ripped in the back reclining chair. When I asked the delivery guys if it was a floor sample, they did not want to respond, since I insisted, they said yes it was a floor sample. At no point in the sale was I offered a discount or was told that I was going to get a floor sample, especially when I payed full price. I did not receive the reclining or the sofa bed and returned back to the store. Between both things I payed about 1,800 without the warranty. The recliner they said is ok back order and I will receive it by December. As far as the sofa bed, I will like my money back for the sofa and the warranty. I sent it for a retouch on the cushions and they ended breaking one of the legs which was never fixed.

  

  Business response

  12/06/2023

  We would like to respond to Rachael Arroyo claim # 20920935. We have informed Mrs. Arroyo the credit of the sleeper has been sent back to Synchrony financial on 11/28/2023 in the amount of $976.31. The gravity power recliner will be delivered on 12/12/2023. We have offered the customer a gift certificate in the amount of $300.00 for the inconvenience. Mrs. Arroyo has accepted and we have mailed to the customer. Thank you  

  Customer response

  12/09/2023

  I reached out to Synchrony card and they do have the credit for the amount stated. 
  

  I would like to make sure that the reclining chair that I will receive this coming week is new and not a floor model. I will not accept any terms until I receive the furniture and make sure it’s new. 

  

  Business response

  12/26/2023

  We would like to follow up with Mrs. Arroyo have a new delivery date of 1/6/2024. We do apologies for all delays.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction date was 11-25. The purchaser was my mother Myrna Newman and the number was ************* We had purchased some chairs for Christmas and as the sales rep. was going to get the receipt the sales rep. at the table next to us takes the placard off the table we were sitting at to help her customers.(we were sitting on the chairs we were buying) The other sales rep. sold the chairs we had just purchased and had a receipt for, right out from under us. We did not know this at the time. We drove across town to pick them up and there was only 2 available instead of 6 our salesman had told us was there. They were marked for delivery for the couple next to us at the other store. We had purchased our chairs 1st and a greedy sales rep. sold it out from under us. We tried to talk to a manager at that location and he didn't care in the slightest. He just said you bought it at the other store there's nothing I can do. Didn't apologize, try to call the other store he just told us were are screwed. So we got a refund. I attempted to call the other store but all you get is a call center. I explained what happened and they left me on hold for 15 minutes. After a while on hold it would ring again she would quickly pick it up and put us back on hold. This happened over and over she completely blew us off. I'd understand if I was rude or yelling but I was completely professional. So I tried to call the "personal" number the salesman left us and he didn't pick up or return our call. We left with $400 in refund limbo (I.E. we could use it somewhere else) and no chairs. I have a copy of the invoice but it won't let me upload it. It's bigger than 5MB. Can email upon request.

  

  Business response

  12/06/2023

  We would like to respond to Wyndom Newman claim # 20920514. We would like to apologize for the inconvenience and would like to inform Mr. Newman the finance company never got billed because the furniture was canceled on the same day 11/25/2023. In our system the payment was canceled. Thank you

  Customer response

  12/07/2023

  WOW.They missed the whole point. The refund taking a bit was the absolute most insignificant part of that. Them selling us chairs and the some one else selling the same said chairs to someone else AFTER we bought them. Just so she got credit and our salesman didn't. Then we drive across town to pick them up, just to find that out. The manager there literally just said you purchased it at a different location there is nothung i can do, with the most apathetic attitude. Didn't even try to see what happened. Then i call and i get a 1800 call center that puts me on hold sooo long she had to re pick it up 4 times because it rang again just to immediately put my back on hold until i hung up.THATS why a complaint was filed . They come back with well the financial company didn't get charged so it got refunded. Did I already not say originally it got refunded? Did it really seem like that's the part that was the issue? Out of all I said that's the part you latched on to? Good God.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 5, 2023 we purchased an electric, loveseat w/2 separate chairs. It delivered, February 16, 2023. The chairs at first worked well. After 4 months the chairs began making a squeaking noise when reclining. At first the noise was not very noticeable. As we used the chairs the noise got louder, sounding like a squeaky hinge. I called Sam’s they scheduled a technician. On September 7th He looked/listened and said that this was not a factory defect, but the "nature of leather “and therefore not under warranty. Before leaving he said that someone would be calling us from customer service. No one called. I called Sam's again. While speaking with the rep. I reclined the chair to let her hear the noise, she laughed! She apologized for laughing however stated that it was really loud. I requested a response from customer service, but to no avail. I called again. On Oct 5th 2023, they sent out the same tech. This time he turned the chairs upside down and attempted to adjust the frame, and spread the seat away from the arms. This helped for a few days. He said that someone would be calling us from customer service and stated again that this is "the nature of leather" and the noise will only get worse with use. It has! Again, I did not get a call from customer service. I called again. On October 26, 2023, they sent out a different technician. He mentioned a customer in Nogales, AZ, who has the same problem. This customer coats the leather with baby powder to help silence the noise. This customer also says that for the price he paid for the chairs he should not have to do this. I understand that leather can make a rubbing sound. However, THIS noise is NOT the "nature of leather". I have other leather furniture and have never had this problem. These chairs SCREAM! I also believe that after spending $2,346.82, I should not have to coat my chairs with baby power to keep them quiet. My friends, when visiting, laugh when hear the noise. It's annoying and embarrassing.

  

  Business response

  12/26/2023

  We would like to respond to Jeanette Robichaud. We have requested a video from Mrs. Robichaud, The recliner is considered a manufacture defect and will have the Mrs. Robichaud reselect. Customer has agreed to reselect.

  Customer response

  01/03/2024

   Sam Levitz did agree to allow an exchange however they do not have any comparable products in any of their four (4) locations to exchange for, and after speaking to three sales representative we have been told that there is no projected date. We have visited all of the four locations. 

  I received a phone call from James a salesman at Sam Levitz who told me that my credit was only valid for 30 days and that they didn't have any idea when they would have a comparable for an exchange. He told me that we could come to the location on Prince Road, which is where he is, and get a credit from the accounting office.
  

  On Tuesday January 2nd I call this location and spoke with Dani and , have scheduled a pickup of the defective loveseat for January 4th  2023 and Dani agreed that the refund the credit of $2,346.82 would  credit to our Synchrony credit card.
  

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