ComplaintsforSims Furniture Galleries, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought ************* on 1/5/2024. It was delivered on 1/10/2024. I called for some warranty work. They promptly came and looked at *************. The repairman stated it had a bent piece and would have to order the piece and then come back and replace it.Its been several weeks and I have no response. I have called them and left my message twice and still no response. I just want someone to contact me and give me a heads up.

  Business response

  04/13/2024

  ****************, Your messages have been received and are awaiting someone to research your request and respond to you. Unfortunately, there has been a staffing issue in the office that is trying to be resolved. I assure you that you have not been forgotten and as soon as it is possible you will be contacted with an answer. We sincerely apologize for this inconvenience and are doing our best to get the office back up and running.  

  Customer response

  04/16/2024

   
  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 **** will wait for future correspondence and will only lodge another complaint if nothing is done in a reasonable time. At the very least, Please have **** "keep me in the loop."
  
  Sincerely,
  
  ******** Counts

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 3 piece set in September, leather with leather match. The leather match is paper thin and peeling off in several areas. I called and someone came out and I was told you must have hit it with the vacuum, nothing we can do. Since, I have found several other areas. This was not inexpensive furniture but clearly is cheaply made and is not what it was made out to be. I love the furniture but cannot live with the defects. How bad will it be in 6 months if it is this bad now?

  Business response

  01/15/2024

  Customer purchased ******************** on 8/24/23. Delivery was completed on 9/22/23. Customer notified customer service that the piece in question was accidentally hit by a vacuum cleaner and leather was coming off. A service call was set up and completed on 12/29/23. When our service technician was there he found that he could not repair because the customer had tried to glue it together and he could not offer any assistance because he would not be able undo what had been done with the glue ********* match it. The customer called in again on 1/4/24 and according to our notes stated her husband had hit the sofa with a ****** and now furniture was peeling. The Terms of Sale located on the back of the invoice states that warranties do not cover damage due to abuse, misuse, or accidents, Unfortunately, because the customer used glue trying to repair it before ************** saw it, this nullified any chance we had to assist with a repair. An option the customer has is to purchase the material needed from the manufacturer and we can suggest an outside company that *** be able to complete the repair.  

  Customer response

  01/15/2024

  No, I did not say I hit it with vacuum; you did. I did glue, with ******, to keep from losing paper thin layer of whatever this is you call "leather match". I have had to glue multiple times to keep from losing this flimsy piece. Since then, I have found other pieces on same piece of furniture flaking away. I have not glued this and no one has come to look even though I made them aware and they said they would "see what they could do for me." Clearly, what they can do is sell me cheap furniture for top dollar and then blame me for damage. Seriously, per them, it can't withstand a vacuum??? I stand by mu request that they do something to make this right. 
  Complaint: 21078812
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/16/22 I am 75 a war veteran and I am having a very hard time trying to solve this problem. I bought a recliner chair for $734.74 which is still under warranty, the fabric is wearing out or falling apart, at the time I only had the chair 2or 3 months. I went to the store explained , they told me there's nothing they can do and directed me to call the main office and talk to (*****) she was in charge. I explained the problem she was very rude and the first thing she said was, well you had the chair for months. Then she said she would send someone out to fix the chair or at least look at it well no one came. This has been going on for months. She keeps telling me next week, I wait all day ( no show- no call.) Now when I call she puts me on hold for long time and when I ask her why her man doesn't show up or call me and let me know if he is coming or not, she try's to out talk me and tell me how busy she is and she doesn't need any more aggregation. I just talked to her yesterday and I asked her why are we having all these problem when no one has even looked at the chair, I told her I live 10 minutes away. I think she's trying to stall the warranty is for one year. This makes me wonder how many other seniors have had this problem Please help Thank You, ******************* PS even if she offered to replace the chair the fabric is falling apart, extreme poor quality

  Business response

  02/08/2023

  The date of purchase was 8/16/22 and the delivery date was 8/17/22. A call was placed to our *************************** on 1/4/23 concerning worn upholstery on the arms. At that time the customer wanted his money back. According to our Terms of Sale, the first option is to repair. At the time this complaint was made, the customer had not allowed time to order parts or repair the chair. The parts were ordered as they come from the manufacturer and were received on 1/26/23. The arms were replaced on 2/1/23. Service is complete. 

  Customer response

  02/09/2023

   
  Complaint: 18728530
  
  I am rejecting this response because:  The chair is under the stores warranty after many phone calls from me asking for someone to come out and look at the new chair that looked like is was used, ***** who is the manager kept telling me she would send someone to look at the chair she never did. (  I live 10 minutes away.  ). Finally after I contacted BBB she called and ask me to send pictures. I told her the pictures won't show all the damage. Finally as she said,   she ordered some of the parts, her service man finally came out to fix the chair and he said I quote, I should have come out and wrote up a report on the chair and wrote down what I needed  to repair it,  all I have are the  2 arm rest, the main cushion needs to be repaired. He then looked at the warranty I showed him and he said he would be back. I have called several times and no answer, I guess they know my phone number by now. I tried working with them----- I am a 76 year old war vet--- I don't need this to s**** up my health. The store tags are still on the chair. As I ask in the beginning at the store about their warranty CUSTAMER SATISFACTION IS OUR NO 1 GOAL OR YOUR MONEY BACK.  {I WOULD LIKE MY MONEY BACK. )__what they are doing is a SHAME, especially to the senior citizens. Thank You   *******************

   

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

  Business response

  03/03/2023

  ******* was ordered for the chair on 3/2/23. Message was left on customer machine it was ordered and he will be notified when that piece comes in to repair. We do not have an estinated delivery date of piece from the manufacturer.

  Customer response

  03/03/2023

   
  Complaint: 18728530
  
  I am rejecting this response because: I would like to thank the BBB for all there help, I am rejecting at this time awaiting yet another repair to a new chair. I don't trust what they say . I would like to keep this complaint open until they complete the repair and also I would like  there credit rating to reflect the terrible way they do business, especially to senior citizen's.      One more thing When I mentioned I was a war veteran I didn't expect any special treatment . One of the things I fought for is our way of life in **********
  
  Sincerely,
  
  ***********************

  Business response

  03/07/2023

  Sir,

  We thank you for your service to our country and regret that you have had issues with your new chair. The last part that is needed to complete the repair has been ordered and we will notify you as soon as it comes in. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional from **** and it was delivered Sept.2, 2022 within a couple days the stitching came off on one of the cushions . Which someone came out and repaired we told the person that all the cushions are sagging and the ottoman is collapsing in the middle the man advised he will let someone know we didnt hear back. The sectional has no support its **** to get off the furniture we paid a lot of money for furniture that should be of better quality. We put another complain in with the store the repair man just came out 1/4/23 and looked and wrote down measurements he advised that the sectional seating is large and there is no support he might can replace the padding but we will have the same problem within a few months. He said the ottoman had absolutely no support at all. The sectional we saw in the store and sat on had a different fabric but it was firm you felt the support and we were assured by the sales manager that we would get the same quality. the one we got lacks all of it. We feel we were sold on a switch and bait.. we seen and sat on good and quality furniture and got a cheap and crappy sectional. If we could we would like to return the sectional and get our money back.

  Business response

  02/08/2023

  According to our records, the date of purchase was 8/16/22 and delivery was 9/6/22. The first service call was 9/20/22 due to stitching issues. This was resolved by our repair tech. The second service call on 1/4/23 was to address the cushions flattening/center collapsing. The ottoman mentioned has an upcoming service call on 2/14/23 to replace that cusion. We have partial shipment at this time of the other pieces that are needed to complete this service issue. As soon as we receive the remainiing parts the customer will be contacted to repair. According to our Terms of Sales that is found on the back of the invoice if service is needed on the product, our first option is to service or repair. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa and love seat from **** Furniture in ******, ** on 8/7/22.I paid for both in full for a total of $2662.34 at the time of purchase..The furniture was delivered on 8/11/22. The love seat was fine. But the sofa has a motor which moves the headrest back and forth which the delivery man said was defective. When you press the button the motor grinds loudly & rubs. He noted the delivery receipt and told me he would report it to the store. I was called by ***** in their customer service ***** and told that no one could come out until 9/7/22. On 9/7/22 a repairman came out and told me that he would have to take the back off of the sofa and take it to his shop for repair which would take at least a week. I showed him that in addition to that problem the center seat looked like it did not have as much stuffing as the other two seats and the fabric was all wrinkled there. He said that maybe he could open the seam and put more stuffing in the headrest in the center. I told the repairman that I did not think that this was an acceptable solution. I told him that I paid for a new sofa not a refurbished one and that is what I would like. So he took pictures of the sofa and said he would report to his customer service ***** and they would get back to **** did not hear from customer service so I called ***** and explained the situation. She said she would talk to her bosses and get back to me but she was going to be out of town for a funeral and probably would not get back to me until the following week. I said okay and gave her my cell phone number so she could reach me. She never contacted me.So I called ***** back on 9/29/22 and she was not in but *********************, her boss was. So I explained the situation again and he just said no can not replace the sofa he could only repair it. Again I told him that I did not think it was fair to charge me for a new sofa and refurbish it instead. He refused to help me. I know they have stock on this item.

  Business response

  02/08/2023

  Date of purchase was 8/7/22 with delivery on 8/11/22. Customer called on 8/17/22 with concern due to the rear of the left facing piece rubbing and center cushion wrinkle. Our Terms of Sale is found on the back of the invoice that states our first option is to repair should an issue arrive. Our service tech was scheduled for the first availble day which was 9/7/22. He determined that the left back needed to be replaced. This complaint was filed  on 10/1/22 before the customer allowed the repair process to occur. Our Terms of Sale is on the back of the invoice that states our first option is to repair should an issue arrive. The part was ordered and arrived on 10/4/22 and scheduled for installation on 10/11/22. This piece has been repaired.

  Customer response

  02/10/2023

   
  Complaint: 18153986
  
  I am rejecting this response because: I feel that the sales people should have clearly stated the stores policy and they did not.  **** is a terrible store to deal with and I will never use them again.  I will also make sure that I tell everyone I know to never buy anything from them.  They get money for New furniture and provide damaged products.  Just the fact that they have that term & condition on their invoice should tell you that I am not the only one they have done this to!!! Buyer be ware,!!!: I will NEVER buy anything from them again!!!  They bullied me into allowing them to replace parts on my "New" couch ( and I use the term new lightly) rather than just replacing the couch.  There is no getting away from that fact.  It sure took them long enough to get back to you. I can only guess that customer service is just not important to them.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon, I purchased several pieces of furniture from **** furniture in Brooksville fl. We just spent $ 4,368 dollars on 1 chair, and 1 loveseat by so mo. (1) Stanley recliner 398.00. We had issues with the somo furniture within months they did nothing to help us. I asked them to send me my receipts due to not being able to find mine at the moment. They did. Low & Behold I was moving the chair to a different spot and found it started to peeling. I found the original receipt and the one they emailed me. On the original it shows 398.00 On the copy they emailed me it shows (AS IS) THEY COMMITED FRAUD.I went to the store today showed them 2 receipt's and said can you find the difference in these 2 receipts. Rita the sales person could not it took the other person sometime to figure it out, When I showed them the issue and the difference in the 2 he said so you have the original. I said this is fraud.... We exchanged some more words and told me to have a good day. When we purchase the furniture I asked if this was true leather they said where your body touches is leather. We do not and repeat we do not sell bonded leather in this store. At one time they did but they told me no longer do they sell

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/06/17) */ The purchase of the Stanley chair was made 6-28-2019 and was taken with the same day. This chair was intended to be sold As Is due to the manufacturer discontinuing the cover but my sales person mistakenly left off the invoice. However even if we sold the chair with a warranty the cover only comes with a one year warranty. Which has now been expired for almost 2 years. Since there have been mistakes on our end we would like to offer a $200 store credit. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to the company who manufactured the "Stanley chair" It was explained to me they discontinued this item f over 6 years ago. They were kind enough to pull up the information from the number on the bottom of chair and from the receipt. Spoke with this company today 6/16/2022 that I thought you said was out of business. When I addressed this with you question you, you said oh no they stopped selling that chair. Now I am even more convinced your company misled the public and did not want to pay attention to detail. The manufacture of Stanley chair said they had on their website this was not leather. A VERY important factor when I originally made this purchase. You/your company said it was leather. You said maybe the salesperson was confused or did not know. As the owner it is up to you to educate your associates. I know your company did not take care of your customer.ME! Also I came in to your store to work this out and the sales person was not willing to work with me. The receipt change is also a concern and question of possible fraud. I appreciate you trying. Yes I turned down your offer of $100.00 then you offer me $ 200.00. Not happy but better then nothing and you got the chair back. I am still the looser with selling me a knock off brand of "leather" and lying and changing the sales slip. As you know, I have the before and after receipts. So after talking to the actual manufacturer of Stanley chair you knew it was not leather and they discontinued six years prior. I think small claims will find this interesting and BBB for the customers. Now to make this fair for everyone $400.00 in credit which I really do not want to buy anything from your company with all this fraud. Or $200. 00 back on my credit card. I will keep the chair and pay to have it covered.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/7/21, delivered 6/11/21. Purchased 4 items. Item in question is a Kuka brand reclining power sofa for $1,599.98. 1 year warranty. The sofa is leather. 2/17/22 I contacted the store and talked to the owner Tim S. about the cushion on the left side was sinking way down and very uncomfortable. I was told a technician would come out to our home. The technician was here for ten minutes he said, I can get a piece of carpet and put over the springs to solve the problem. I said no way, tell Tim I want a new sofa. He said Tim will call me. I have yet to talk to Tim after many requests. He turned it over to Jeff. He said covid has hurt them getting anything from China, so he will get back to me asap. March 16th, I called again. This time I get told, I'll check again. He doesn't call me back he sends an e-mail, still waiting from response from company in China. Called again 5/23/22, still waiting from manufacturer. Called asking for Jeff, he said I'll get back with you before Friday. Again, he never called me back , he had a new person named Joyce call me and she said they can fix the couch, it had to be taken to their warehouse. I said that was inconvenient, we have nothing to set on. She said I'll talk to my boss about getting you a new couch after all the run around. She calls Tuesday and said the couch had to be repaired at their warehouse and they will pick it up on the 7th of June. We took a video of our sofa, plus pictures. It was picked up about 10:45. On the 8th they brought it back. My husband sit on the sofa and said it sit very firm. The sofa looked uneven, I told the delivery guys. He responded Tim is an idiot, he never calls anyone back. We looked at our pictures and the cushions are uneven , they replace the foam on the other side and know the center cushion sinks way down. This hole experience has been horrible. The sofa is uncomfortable, and looks terrible. We was ripped off. Warranty expired the day they picked.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/06/17) */ Contact Name and Title: Jeff M*****, Customer Ser Contact Phone: XXX-XXX-XXXX After 8 months of use service was requested on sofa cushion. All service is and should be handled through our customer service office, not our sales staff. The material needed to repair cushion was ordered from China and customer was advised there would be a wait and it did take months to arrive. The repair could not be made in the home and it was required to bring the sofa into our shop. The repair was made in a timely manner and the sofa was delivered back to the home the next day. Because the sofa is used we will offer to pick up the sofa and offer a store credit of 1300.00 towards a different sofa as there is not an exact sofa to exchange. Consumer Response /* (3000, 8, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We visited the Sims showroom in Brookville, Fl on June 18th in hopes of finding a gray leather sofa similar in style to the Kuka. We understand Sims no longer carries the Kuka brand but we were looking for something similar to the matching gray leather Kuka recliner we also purchased from Sims at the time we purchased the sofa. We didn't find anything in gray leather and was also told by a sales representative that Sims didn't have gray leather in the store. Jeff made a point to say "After 8 months of use, service was requested on sofa cushion ". However, this was not the 1st time service was requested on the sofa. On 6/7/21 we purchased a queen box spring & mattress, gray leather Kuka recliner, gray leather sofa, and one sofa table. When the furniture was delivered, the back on the right side was loose moving from left to right. The delivery crew banged on the back and said it was fixed. On 7/29/21 we called Sims with the same problem (back moves from left to right, loose). On 8/3/21, a service person came out , tipped the sofa upside down and actually fixed the problem. So this isn't the 1st time we've had an issue with this sofa. We also checked the Kuka home page website and it turns out the manufacture warrants a "one time" internal seat cushion material replacement for up to ten years. We got the feeling that Sims was doing us a HUGE service by fixing the sofa. Since we can't match the color / style of our Kuka recliner, we request the refund (no store credit) of the following: $999.99 for the Kuka recliner. $1599.99 for the Kuka sofa Total = $2599.98 Reasons: 1. We no longer want to deal with Sims furniture. 2. It doesn't appear that Sims even carries gray leather sofas 3. Even if Sims can find a similar item, we don't want a Ashley Furniture discontinued model. 4. What ever is available won't match the color / style of the Kuka recliner purchased at Sims. Business Response /* (4000, 10, 2022/06/30) */ Our company has responded to the original complaint that the customer made here on this site concerning the cushion on the sofa. Again, after receiving the material from China the cushion was repaired timely. As the customer noted, Kuka offers a "one time internal seat cushion material replacement" which is what the repair was. It should be expected to sit firmer after the addition of more material. Our company stands by the offer of the 1300.00 credit towards a new sofa. Unfortunately an exact match is not available. A refund will not be given for a sofa that has been repaired per manufacturer's policy. A refund will not be given for the recliner which has had no issues. Consumer Response /* (4200, 12, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sofa is very hard where they replaced the bad cushion. THEY ALSO CHANGED THE OTHER CUSHION, ITS VERY HARD. The center cushion has had something done to it. It goes down as if they took out the good cushion and replaced it with the bad one. the couch is very uneven, its no longer the same height across the back. The bottom goes up and down at the foot rest. Its worse now then it was before they supposedly fixed it. This is not acceptable under any circumstances.

*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. ↩