ComplaintsforFlorida Leather Gallery

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  No delivery of product paid for.

  Business response

  02/10/2023

  We do not have a customer with that name, address or phone number in our system!  Maybe wrong Company?

  Customer response

  02/11/2023

  I purchased 2 Stressless chairs from the Florida Furniture Gallery on December 3, 2022, with full payment of $5,950.40. Attached is Sales Order ********. After the transaction was consummated, additional details were presented indicating delivery date and disclosures on page 2 of the attached sales receipt.

  The salesperson, also store manager informed that the delivery would take about 6 to 8 weeks, that most deliveries have been in the 4-to-6 week range and some as little as 2 weeks. I left the store hoping the chairs might be delivered in time for Christmas.

  On January 30, 2023, I called the store and spoke with the salesperson/store manager to inquire about the delivery status. The response was the typical "sometimes these things take some time and as soon as the chairs arrive at the warehouse, I will call you to arrange delivery." This call was placed at the 8 week estimated time, also noted as the Estimated Date on the Sales Order.

  That was 2 weeks ago, I have heard nothing since.

  At this point, I want my chairs. With that said, if the Florida Leather Gallery is unable to meet their delivery obligation by February 17, 2023, I expect a full refund of $5,950.40 paid for 2 chairs that I did not receive.

  ********************* ************

  Business response

  02/16/2023

  We do our very best to give the most updated estimation of time frames that are given by our manufactures, sometimes these vary due to many variables outside of our control.  

  As good faith, we are honoring this customer's request to cancel the order and receive a refund. 

   

   

  Customer response

  02/26/2023

   
  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 me.

  The company promptly refunded my payment in full, without objection.

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

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/12/2019 I purchased a Neer Power Reclining Sofa Model # 112295680 $1699.00 and also 5 Star Platinum Furniture Warranty $180.00. Since we purchased this piece of furniture we have had many problems with it, as you can see with paperwork attached. Thank goodness for the warranty. On 2/17/2022 I submitted a claim# T201202 because on one side, when you recline all the way back it makes a LOUD snapping sound. I had an appointment for 3/5/2022 from 1:00-5:00pm. I received a call from Dave at 1:09pm and said he is overwhelmed with other appointments, so he is running late. He called at 7:30pm and said he could come by in about a half hour forty five minutes or so. I said no that's too late. He told me to call 877-655-8844 to reschedule. I did and was hung up on for several times. I am very disappointed and upset with the product and customer service response. Please help. Thank you. Linda Donnelly 815-342-8423

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/10) */ We apologize on the behalf of the extended service plan company, for the lack of communication. Our warranty plan specialist has reached out to them on your behalf to escalate a service tech to you. You should be hearing from them in the next 24 hrs. If you don't, please call our customer care dept at ************ and ask for Kiana. Consumer Response /* (3000, 7, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tech came on Saturday, March 12,2022 and couch still has same problem. He tried not very professional though and I stated, if you can't fix it bring us a new one. Not pleased. Business Response /* (4000, 9, 2022/03/19) */ Please contact our Warranty Specialist, *****, at ************ to discuss. She'd be more than happy to speak, on your behalf, to the Plan's upper Mgmt team to get this resolved for you. Consumer Response /* (2000, 11, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken to Kiana which is the warranty specialist from Madder Brothers on Thursday March 24, 2022. She was very nice and customer friendly. She stated that she was calling resolve the issue and to set up a date to exchange my recliner sofa with a new one!! I was very pleased. The date was setup to be delivered today, Monday March 28, 2022. She also stated that Madder Brothers delivery company would call in the morning to confirm the time. They said between 10:00am - 12:00pm. I received a text at 9:48am, stating they would be arriving in 10 minutes, and the did. I was very impressed. The two men arrived and were very respectful, knowledgeable, and took their patience with handling new and old recliner! I am very pleased with Matter Brothers ( Kiana and two delivery men) & Leather Gallery( Jim). Thanks, I will go back to Madder Brothers(Leather Gallery )for more furniture. I rate them 5 STARS!

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a couch and two Stress less chairs about 7 months ago we finally received the couch which was not the color we wanted because we told sales person grey and he talked us into stone saying it was a form of grey which turned out to be more beige which does not look right in our room then the chairs came with one having the wrong color base and the other being the wrong size so we called Jim the manager and our sales person to let him know the issues he totally ignored our concerns of the couch the wrong color we needed because he said we signed the paper but we were trusting in his advise saying it would be Grey and he addressed the chair issue and sent someone out to get the wrong size chair and give us the right color base but that didn't turn out right because they still brought the wrong size chair and it didn't work properly and the couch has a place to charge your phone but the also is not working. We ask for a total refund and for them to come get everything but we were told by the supervisor Jeff that he could not give us a full refund we had to pay a 30 percent restocking fee or get something else. We do not want anything else from the Leather Gallery because of this horrible experience this has been an awful experience.

  Business response

  04/04/2022

  Business Response /* (1000, 11, 2022/03/29) */ We have addressed the complaints and issues the customer was having. This ****** is resolved. Consumer Response /* (2000, 13, 2022/03/29) */ The Leather Gallery reached out to us a gave us a full refund Thank you for reaching out and solving our issue we truly appreciate it. Warm Regards, ***** ************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch in March. 1) I was not told the love seat was coming in two pieces. If I had known it was two pieces I would not have ordered it. 2) I was told before delivery all furniture is inspected at the warehouse to prevent it coming damaged. That was not true according to customer service. 3) the loveseat was damaged when I received it. The complete mechanism needs to be replaced. I was told the entire side has to be taken apart. I havent even been able to use the couch. I asked for a refund and was told "its no different than if you drive off the car lot and a hose has a tear going down the road, they would replace it". Not even the same. I can get that fixed in a few hours. This will take 2-3 months to get the part and they dont have to dismantle the entire car and put it back together. The love seat does not sit correctly and when bringing that to the companies attention, they told me oh it will be fine once the mechanism is fixed. I do not believe that.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/15) */ This is a special ordered sofa coming out of China, due to materials and fabrics selected, it can take several weeks to months to build and then several more weeks to get on a container to make it to our dock. We have apologized that the mechanism was damaged in transit, we worked diligently to get a tech this customer's home asap to correct the issue. Per technician's report, a new mechanism is needed. We put a rush into to the Manufacture to order a new one. Due to global manufacturing delays and availability, as well as where the factory is located, it can take several weeks to reach us. Customer did not want to wait for the part to complete, as per tech said, this will fix the problem. So, as a courtesy, we have scheduled pick up of the sofa. This issue is resolved.

*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. ↩