Business ProfileforGibson Furniture

We have done business with Gibson Furniture in *******, ** since **** and have always been satisfied up until our last purchases. We purchased a sofa and love seat December 2018; it was delivered February 2020. We purchased the Guardsman Gold Plan $422 which would extend our warranty for 5 years. Our sofa and loveseat made by Southern Motion was leather and it started to peel, crack, and rip so I tried filing a claim with Guardsman September 2020 but was told the plan Gibsons sold me didnt cover my issues. At this time I reached out to ***** at Gibsons. He spoke with his rep with Southern Motion and the rep agreed they would replace the furniture. My husband and I visited Gibsons showroom to pick out another sofa and loveseat October 2020; we spoke with *****. ***** told us Southern Motion agreed to replace the furniture because they knew there were issues with that upholstery. The new sofa and loveseat were delivered December 28, 2020. June 23, 2021 I send ***** an email regarding a warranty on the sofa due to the footrest being broken and when you sat on the sofa you felt like you were sinking in. He had Epoch Upholstery come out to look at my furniture. The repairman said he would have to order parts and would be back to fix it. Six weeks later he returns only to fix one side of the sofa. I was told he would replace the motor and fix the cushions so it didnt feel like you were sinking in. When it wasnt fixed properly I contacted ***** again only to be told he wouldnt be sending anyone out to fix the sofa that it didnt have a warranty on it and the protection plan I purchased on the original sofa and loveseat didnt transfer over. I was never given this information and was never told there wouldnt be a warranty. We have a sofa thats not even a year old, Im still paying for but we cant sit on it because its broken. ******* sent me an email that it would be best if we dont do business with Gibson Furniture any longer. We also purchased a Spring Air King size mattress $1377. 38 October 2020 and Spring Air Full size mattress $600.88; both mattresses were delivered December 28th, 2020. I filed a claim on the mattress June 2021 at the same time I asked about the sofa. I sent in pictures as requested and was told it could be replaced but they needed a picture of the Law tag but there isnt one on the mattress. Gibson Furniture delivered and set up my mattress, I didnt remove anything from it. I suggested that maybe one of the delivery drivers removed it accidentally, I was told NO, our drivers know better! How can they prove their drivers didnt do it? How can they prove I removed it? There are tags missing from the box spring that I didnt remove. The tag on the full size mattress is still there. The mattress we had prior still had the tag on it. I contacted Spring Air, the rep I spoke to told me I was suppose to receive paperwork about the care and keeping of my mattress but I didnt. The rep suggested maybe Gibsons should replace my mattress but NO. We have a mattress that is worse than the one we got rid of which we had for 10+ years. So my suggestion is: DO NOT DO BUSINESS WITH GIBSON FURNITURE!

I don't have any history on this customer before December of 2018. We delivered their sofa and loveseat on February 7, 2019. Guardsman did refuse to take care of this customer, so we worked with Southern Motion to get a replacement. We allowed the customer to come into the store, and pick out brand new furniture, after they had the sofa and loveseat almost 2 years. They actually got more than what they paid for in the first place. They got a sofa, loveseat, and recliner, and we paid for what Southern Motion did not, and delivered it for free. The replacement was delivered January 4, 2021. In June,2021, the complaints started with the new sofa. We did send Epoch upholstery to check it. They ordered parts and fixed what they felt was wrong with it. When we contacted Epoch again, they said there was nothing else wrong and that Southern Motion would not pay for anything else. I shared their response with the customer in an email. The paperwork the customer gets when they buy a Guardsman policy explains exactly what they do and don't cover, and explains there is no warranty on replacement furniture unless you buy a new policy on the new furniture. Now, to address the mattress issue. It is against the law for a law tag to be taken off a mattress. Our delivery men are Very aware of that. They would never take a law tag off, nor is a mattress delivered without a law tag on it. Never the less, we submitted the pictures to Spring Air. They responded that they could do nothing without a law tag, but there was not enough sag to the mattress to replace it anyway. This response was also shared with the customer. Spring Air, or any other manufacturer, does not tell customers something should be replaced, or anything of the sort. We are their customer, and if they thought there was a problem they would contact us. We pride ourselves on our customer service, and know without a doubt we bent over backwards to please this customer, and we do agree with the customer at this point, there is nothing else we can do.

I did respond to this, so I am not sure why it says I have not responded.