ComplaintsforGood's Home Furnishings

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  issue with **************** service, of which you have contracted an arrangement that is in conflict with the terms of our agreement. I was given a shipping estimate per your voicemail on 11/28/23 specified as white glove. I took no issue with the proposed charges or the terms of the Goods agreement; however, since submitting my payment, I had to request confirmation of my order and shipping. Your email reply on 12/28 indicated that my order was processed and I would hear from the third party delivery. My records show that the first attempt by ********************* was on 1/9/24, 30 days after my executed agreement. I accepted the one and only delivery option they provided and scheduled for 1/16/24 then proceeded to accommodate their delivery. I received call from Arcadia 1/11,and received a voicemail delivery day and time changed to 1/15. I called back and asked there other options as their adjustment did not allow opportunity to reschedule my commitments. They said NO flexibility and I have wait until the next windowI was given no details. I requested communication via phone and email so I didnt miss their attempts to contact if I was unable to answer call immediately. today, 1/22, I received a call, voicemail and email notifying me of the next delivery option in my area on 1/31again, not given any options and advised that if I could not accept that date that I would have to wait until whenever they schedule here again. I have dealt with many white glove services and have never had trouble scheduling. I have worked to accommodate the delivery service but they changed the original delivery and there is no guarantee that the schedule will not change abruptly with future scheduling. I have NO estimate of when they deliver. even if I accept next proposed date what guarantee that Arcadia will uphold that delivery schedule?? This was NOT special order. I want to be refunded. Goods was quick to take payment but everything following extremely challenging.

  Business response

  01/26/2024

  We have talked to the customer and apologized for the issues she had with the delivery company. We have also offered her a $100 credit for the issues with the delivery company. Hopefully this resolves the issue and the delivery company does not have any issues on the next attempt to deliver. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed the order for 2 accent chairs over the website and phone for amount 3200$ on 12th May Friday 2023 and on 15th I get to See the chair quality in a different store and it was not good and It is not worth that much money and and I reached out to Sales consultant who worked with me on Thursday 18th over the email and your sales consultant is OOO starting 14th and reached out to her other teammate and she is OOO too.So called Friday morning to cancel the order and unable to talk to any sales consultants.After several calls, Sales Manager reached out to me and said that he reached out to Four hands about cancellation and he said that he received an acknowledgement email from four hands and sales manger said that four hands will take time to respond and takes time to locate and cancel the order.We called to Goods several times on Friday , saturday , Sundayasking to reach out to four hands on cancellation again.Sales Manager was out on Saturday and Sunday .I called Four hands company on Saturday and Monday morning and asked about the status of the chairs and they said that they didnt receive any updates on cancellation or wait times on order.Monday I called sales manager and he said that he is still waiting on the second email response.On Tuesday sales manager called and said that the item is shipped long back and cant be cancelled at all. But when I reached out to Four hands again on Tuesday and they said that they have never received cancellation request on this item and also said that they have shipped this order on Monday evening.Goods company didnt initiate correctly on the process of cancelling order Sales manager should have contacted the Four hands shipping department on cancellation.We from our end has submitted cancellation before item is shipped and looks like goods company didnt reach out to four hands or missed communicating. We want to have a resolution on this and want refund on this .

  Business response

  06/09/2023

  We always want to take care of our customers and hate that in this case the customer does not feel like we did enough. The first time we have any correspondence with the customer regarding cancelling the chairs was on Thursday evening, We called and emailed the vendor within two hours of the store opening on Friday AM asking that the chairs be cancelled. You can see from the attached emails that on the 19th they advised the chairs were already loaded. You can also see a follow up email from Monday where they confirmed they were not able to remove the chairs from the load and the items had shipped. Per our conditions of sale, when product is special ordered specifically for a customer, we cannot allow cancellatino if the product has shipped from the manufacturer . We followed procedure exactly as we should have and were not able to cancel the chairs. We will be glad to continue with delivering the chairs to the customer or we will allow the customer to cancel with the 50% restocking fee as stated in our conditions of sale, which the customer did sign. 

  Customer response

  06/09/2023

   
  I am rejecting this response because:
  

  Loading the chairs is not my responsibility.

  You have to check with ******************* on cancelling.
  
  When I called to cancel the order on Thursday , the chairs were not shipped .
  

  when I checked the Vendor on Saturday and Monday they said that they didnt receive any shipping wait schedule or cancelling shipping .

  Your representative at Four hands or you havent taken the right action to cancel the chairs

  
  

  Business response

  06/12/2023

  It seems as though I missed adding the files on my first response so I have added them to this one. We have done everything correctly and you can see the correspondence we had with the vendor and customer. We hold to our original stance of a 50% restocking fee or the customer can take the chairs if they would prefer to move forward. 

  Customer response

  06/13/2023

   
  I am rejecting this response because:
  
  I was on calls with ************************** team on Friday Evening , Saturday and Monday morning and you can check with them if you want to .
  

  They said they didnt receive any shipment cancellation or orders to be taken out from Trailer.
  So they have waited until Monday afternoon and they have shipped out.
  I informed the cancellation before the items are shipped and it is you or the person from the vendor team is responsible for this issue and not me.

  As the Sales Manager is OOO on Saturday and Sunday and there is no proper action taken to stop the order taken from the trailer or where ever the order is on.

   

   

  Business response

  06/14/2023

  Again, as you can see from the email chain that was attached there was correspondence with the manufacturer on Friday and you see the response advising it could not be cancelled. Therefore our contract is still binding and you will either need to pay the 50% restocking fee or take the chairs. We are sorry that they could not be cancelled but that is the truth. Please advise how you would like proceed. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 03/18/2023 I order a ****** **ffee table for my property in ************ from ***************************** sales associate at Good's Home furnishings. The table came in I paid for it in full Ashleigh **** the Table to Arcardia delivery Co. ******* called around the 4/24 wanted to deliver the table on 5/4 at such time I informed ******* that I would not be available and asked if they **uld **nfirm another date and they **uld not. I call ******** and informed her of the situation with ******* and asked her to find another **mpany to deliver. ******** e-mailed me and said she spoke with ***** at Arcadia and the delivery will be between 05/15 and 05/22, I informed the sales associate that information was not given to me and I would like for her to assign it to another delivery ** since I am the one who will pay the delivery fee. She **** me another e-mail stated that the delivery will take place between 05/15 and 05/22 we went back and forth about those delivery dates, she seemed reluctant about finding another delivery **, I arranged to be in the ************ area on *****, Arcadia delivery called today 05/08 for delivery on 05/12. I called the store ask to speak to a manager and was not allowed to after speaking with another sales associate feeling very frustrated and not heard I hung up and e-mailed ******** to let her know what was happening with the delivery she stated that she has no **ntroll over Arcardia which I already knew that on 04/27 that's why I requested that she get someone else to deliver but she **ntinued to e-mail me a delivery date of 05/15-05/22 so I planned around this time. Feeling gaslight, lied to shady and unethical practice from the associate I asked for refund to be told that was a special order and there's no refunds on special order. I responded that that was not a special it was in stock at Hooker's warehouse which does not sell to indivual customers, you have to order from one of ******** vendors. The sales person offered no resolution. See E-mail

  Business response

  05/17/2023

  Our sales manager, ***********************, has been in touch with this customer. We are sorry the experience has not been up to the customer's expectations. We did offer to cover $200 of the delivery fee and asked the customer to contact Arcadia to re-schedule the delivery.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lovely dining room table from Goods Home Furnishings. Goods uses a horrific delivery service that has still failed to deliver the entire order after 4 attempts and >6 months of delivery attempts. We've asked Goods to use someone else, but they keep using *********************. Arcadia has been unresponsive. The first time they delivered a table top without a base and 7 chairs instead of 8. They pleaded with us to store the order for them since it could get damaged if we sent the entire thing back. I told them that was fine, but would not sign the delivery slip. The second time they returned with the base and no 8th chair. We unpacked the base and discovered one of the original 7 chairs was damaged. They refused to return, repair, or replace the damaged chair. The third time they were calling the wrong phone number to try and confirm delivery. And on the fourth and most recent attempt they attempted delivery to the wrong address after making us wait around for the delivery on New Years Eve. Do not use this company. They do not care about their customers and have made zero effort to resolve these issues. Goods should be doing something to make sure the order is fulfilled, but instead they are sitting idle. Both Goods and Arcadia have the full payment and delivery fee which we cannot charge back since it was paid by check. Our only recourse will be small claims court after we finally get the eighth chair.

  Business response

  01/13/2023

  There is no question that our delivery company dropped the ball several times. The replacement chair is scheduled to be delivered on Sunday, 1/15/23. The other chair in question, with the nick ****** attached), was not reported at the time of the delivery. It was technically several weeks after delivery before the customer notified the delivery company and us. The delivery company did deny the damage due to the time frame but we spoke to the delivery company and they are planning on touching up the area. If the delivery company does not do a good job correcting then we will be glad to contact a local tech and pay for that service. We do apologize for all the issues with the delivery company as this is not their normal service level. We are addressing those issues with them so this does not occur in the future. Good's has been following this issue the whole time and we will continue to do so until the customer is resolved. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a floor model **** Bradington Young sofa and chair with ottoman on 8/27/21 with an estimated delivery date of 3-5 months and delivery charges of $385. We had to pay in full at the time of order. After making numerous phone calls, we finally received our order on 4/28/22. The shipping charges had escalated to $538. The sofa and ottoman were the **** leather, however the matching chair was *****. I futilely argued with customer service for 45 minutes to also return the ottoman along with the chair since it was useless by itself, but they refused. It is now 6/14 and after multiple non-returned calls and given much misinformation regarding the whereabouts of the chair (the shipping company loaded the wrong chair and it is in their warehouse, the manufacturer made a manufacturing error, our chair has been shipped to the wrong address) we have decided that enough is enough and we must file a complaint. No mention of reparation for all intents and purposes a year without the ordered furniture has been made by Goods or Bradington Young.

  Business response

  06/22/2022

  We know the delays from the manufacturer have been very frustrating and then they multiply the issue by shipping your chair to another retailer. We are sorry and have made our main goal to find your chair as quickly as possible. As you have been informed by email, we now do know the chair will be back at Bradington by the beginning of July. Once they confirm the chair is 100% at the factory we will make sure it is picked up and will do all we can to expedite it through delivery for you. We have brought up compensation for you to the manufacturer and they are getting back with us on that as well. Keeping the ottoman there was the best decision, as bringing it back could have caused a bigger issue if it had been damaged. Again, we apologize for the delays and will get the chair to you as quickly as possible. 

  Customer response

  06/22/2022

   
  Complaint: 17426159
  
  I am rejecting this response because:No resolution has yet been made. The chair has yet to be delivered and no compensation has been offered.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I I have purchased a cocktail table from this furniture store they delivered to my house the table was damaged I refuse delivery the moving company refused to leave it with me because it was damaged and now they have refused to order me a brand new table.

  Business response

  09/16/2021

  Business Response /* (1000, 8, 2021/09/16) */ We have been working with this customer and have reached a resolution. We are refunding the customer for the table and appreciate the customer's patience while we addressed this issue with the manufacturer.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bedroom suite in February of 2021 and it was delivered in June of 2021.When we received the furniture we immediately inspected the furniture and found one of the nightstands had a small ding and scratch which we reported to the trucking company .We even made driver make note on freight bill of damage done on nightstand.When we contacted our sales person at Goods Home Furnishings she advised that all she could do was offer us $200.00 cash or the trucking company could pick the damaged piece up and trucking company would make repairs themselves .Now neither one of those options were acceptable to me.Complaint was never resolved satisfactorily.This furniture we purchased was custom made one of a kind that is made to order only, hints the four months we waited to receive our furniture.We paid $7,527.33 for furniture certainly a lot of money to us.We were not interested in $200.00 we only wanted furniture in condition we payed for.Much more to story but no room.

  Business response

  08/12/2021

  Business Response /* (1000, 5, 2021/08/05) */ Good's is committed to taking care of issues for our customers and this absolutely includes Mrs. ****. We have attached our last email from our Director of Customer Service, Matt Robillard, and also a signed copy of the conditions of sale that the customer signed when she purchased the furniture. We are simply following our normal procedures as they are lined out in the Conditions of Sale (Please see #8) and agreed upon by the customer. The allowance offered was simply an alternative to the original option of Star Delivery being allowed to pick up the piece for restoration. The place on the nightstand is minor and actually very easy for a trained technician to resolve back to manufacturer standards. Star Delivery has a full-time restoration specialist on staff with a set up very similar to those of our manufacturers. We have full confidence that they can resolve this quickly. If for some reason they could not, then Star and/or Good's would replace the item. We simply ask the customer to allow the process to happen as agreed upon at the time of the sale. Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This furniture is made by Amish craftsman , custom made for each customer from the finish type to the type of wood etc.They may not even be another bedroom suite like ours made why should we except repair work done by a trucking company in which we payed premium prices for furniture that should have been new and in excellent condition.Their contract is nothing but a piece of rubbage written to protect Goods from any responsibility which I understand if people tried to back out of specially ordered one of a kind furniture which mine was but their using contract to not take responsibility for damaged goods hauled by trucking company they hired and I played no role in damage done to my furniture.Also it must be noted Goods require 50% down at time of purchase which I had no problem with on special orders but red flags should of went up when asked to pay remainder of bill before furniture was even delivered thus taken away any leverage from consumer to have any damage or complaint addressed.Very unprofessional run company and very dishonest in their business practices as far as I am concerned future customers need to be aware I thought they were a reputable company that could be trusted that is the furtherest thing from the truth I can think of.Just for the record I am 60 years old and I have never filed a complaint with the Better Business Bureau or ever made any kind of formal complaint on any business or individual.Also this furniture was not cheap by any estimation it cost $7527.33 for bed.two nightstands and dresser not exactly a small purchase for me for one room of furniture.All we ask for was what we payed for initially new replacement nightstand delivered to our house and damaged piece removed.We waited four months for furniture to be delivered initially. we don't want damaged nightstand picked up until new nightstand is in its place.I don't think asking to get what we waited four months on and already payed for to much to ask I am not unreasonable i just think they should treat customers as they would want to be treated themselves and up to this point they have not.If this was a company that wanted to do the right thing initially I would not be writing this response now. Thanks Dreama Boyd Business Response /* (4000, 9, 2021/08/11) */ Our contract is there to protect all parties and to communicate exactly how we will resolve issues when they occur. We have a proven track record of taking care of our customers and will do so with Mrs. **** when she allows the process to happen as agreed when she purchased the product. Consumer Response /* (4200, 11, 2021/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already explained at length what I would accept for me to be satisfied with our furniture purchase from Goods.As I said furniture was damaged before we received it and I think their response is just what I expected.Please make sure my complaint and also my earlier review is posted please.As I said buyers beware!

*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. ↩