ComplaintsforFurnitureland South

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/21/23 - Furnitureland South order #******* with ******************* - $31,245 ******************** Warranty purchase including 6 Caracole dining chairs with "STAIN RESISTANT" performance fabric on the seats 10/25/23 - Furniture delivered to vacation home in ********* ******* 11/28/23 - We come back to ******* - Chair is stained with first use - WATER makes the stain worse Furnitureland south is contacted & tells us to "file a claim on the ************* app" Uniter's warranty company mails a cleaning kit to ******* 12/14/23 - I am back in ******* I try the cleaning kit....TWICE - The stain is WORSE. I request site visit and then find out our house is "Out of their Service area" and they give me a "SUCKS TO BE YOU" response but YOU picked the fabric. I explain to EVERYONE....I did not pick fabric. ******** picked the fabric - they only make the chair with this fabric Caracole, Furnitureland South and Uniters do not want to assume responsibility. I want to return the chairs. I want my money back. The performance fabric is NOT performing! The Warranty is worthless! Furnitureland south was paid in full - over $5000 for these 6 chairs. Furnitureland south offered to pay HALF the cost to have the chairs reupholstered. I do not want to assume the responsibility for that because their could be additional damage. I just want to return the chairs.

  

  Business response

  03/20/2024

  Dear ***************************,

  We sincerely apologize for any inconvenience and frustration caused by the delay in a resolution regarding your claim. We have taken your concerns seriously and have escalated the matter to our customer service management team. You will be contacted by a member of that team within the next business day.

  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.

  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  Sincerely,
  The Furnitureland South Team

   

  Customer response

  03/28/2024

   I am rejecting this response because:  

  Hello

   

  I just saw this email.  I apologize if I missed earlier ones sent. 

   

  I was with my son in the hospital after he had abdominal surgery.

   

  I received an email from ******************* saying he rescinded the $600 offer towards reupholstering brand new chairs.

   

  I also received notice that, they refunded $1,436.20, the cost of the 3 year warranty I purchased on furniture totaling on $40,000 to furnish an entire house - 2 sofas, 2 recliners, 2 Swivel chairs, king **** 2 nightstands, 60" dining table, 6 dining chairs.

   

  Furnitureland South has sold these warranties to me in years past and I have never had to make a claim until now.   I don't think its fair that they are not responsible 

   

  Furnitureland South should not be allowed to avoid responsibility for the stained BRAND NEW 6 dining chairs valued at $5,375.

   

   

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

  ************ cell

  
  
  
  

  

  Business response

  04/02/2024

  Dear ***************************,

  Again, we sincerely apologize for any inconvenience and frustration caused by the delay in a resolution regarding your claim. You will be contacted by a member of our management team within the next business day to discuss an amicable resolution for both parties involved.

  We want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.

  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  Sincerely,
  The Furnitureland South Team

  Customer response

  04/04/2024

   I am rejecting this response because:
  
  There has been no resolution.

  10/25/23 - Furnitureland South delivered 6 Caracole dining chairs I purchased that were advertised as being upholstered with a "stain resistant" performance fabric to our vacation home in ********* ******* - I was the only one there & left 11/1.

  11/29/23 - Our family returned to *********.  My grandson, dropped a crumb of a bar on the seat of a chair.  I picked it up and spot cleaned it with a damp cloth.  The WATER spread on the seat and I thought once it dried it would be fine.

  11/30/23 - The spot dried and left a large ring on the chair.  I contacted ******************* @ FLS   She told me to download ********* App & file a claim.   I was still stuck on WATER stained the "stain resistant performance fabric" !

  12/7/23 - we went home

  12/13/23 - I come back to key largo to find a cleaning kit on my doorstep with the caveat that I have to use it within 14 days.  I follow all the instructions TWICE.  The stain gets worse each time.   I contact *******************, and Uniters, the warranty company.  I am told they will do a sit visit to professionally clean it.  I express concern that this will be an ongoing problem and want to return the chairs.
  

  12/16/23 - After a Family dinner, ALL 6 chairs have marks/stains!   I contact ******************* & Uniters.  ***** says she will look into it and I find out Uniters will NOT send anyone out to service the stains - "We are out of their service area"

  At some point ****** tells me I need to file more claims for the other 5 chairs.  I go to the APP   It will not allow me to file a claim.  I call Uniters, they tell me I VOIDED the warranty because I used WATER and that I needed to have the upholstered seats DRY CLEANED!

  I continued to email and call ******************* and Furnitureland South.  They tried to BLAME me for choosing the fabric on the chairs. I explained that's the ONLY way the chairs came ....which they should know as the vendor who sold the chairs.  I continue to push to return these chairs.  

  ******************* then asked me if I could find someone to reupholster the ***** NEW CHAIRS and intimated that Furniturland South may be willing to help cover some of the cost.  I countered with how about Furnitureland South takes these chairs back and finds someone to reupholster them and pays for the entire process.  

  Weeks and Months go by...no one is returning my calls or emails.  I file a dispute with **************** fro the cost of my dining chairs.  Furnitureland South tells Amex that its MY
   FAULT because I "chose the fabric".  I REOPEN a dispute explaing that is not true and send AMEX EVERY email, picture, and communication I had with Furnitureland South & Uniters.
  

  Finally I get an email from *******************.  He starts off by BLAMING me for choosing the fabric and makes a "goodwill offer to cover half the cost of reupholstery"   I reject that as I do not agree it is my responsibility to FIX a problem that was created by the manufacturer.  The chairs have a metallic paint finish and I am also worried it could be damaged and if I accept responsibility for the reupholstery it will absolve Furnitureland South and Uniters, the warranty company from the **** care warranty which is supposed to cover any damage for 3 years.  I call and send more emails.  NO ONE EVER RETURNS A CALL and I get intermittent responses to emails.  ******************* mentioned in one email that "Furnitureland South filed a claim with the manufacturer, Caracole, but they rejected the claim."  So basically, they don;t care that they sold an inferior falsely advertised product either.
  

  I send an email requesting that Furnitureland South take back the chairs and refund me the cost of the chairs and the WORTHLESS warranties they sold me.  I received a refund for the warranties and an email from ******************* saying he is withdrawing his "goodwill offer of $600".

  Before I waste more time and money on legal action, I filed my complaint with the Better Business Bureau. 

  I received my first phone call from ******************* yesterday, 3/4/23 - almost 4 MONTHS into this process.   I had a meeting and could not talk, so we are supposed to talk this afternoon.

  BOTTOM LINE.....I want Furnitureland South to take these chairs back and return the $5400+ I paid for them.
  

   

   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a desk from Furnitureland South in early November. The desk was suppose to arrive 4-6 weeks. It was not delivered for 8 weeks. When it was delivered the delivery drivers informed me it was damaged and showed me the damage. They then called corporate and advised them of the damage as well. I told corporate I was going to have drivers return desk and asked them to credit me back, which they agreed and said I would be credited back with 5 days. This was on January 5th. I did not receive credit so I called in and the apologized and said they would put it in that day and I would be credited back within 5 days. Once again, no credit. I have called two more times including today and get the same answer every time but never get the credit. I ask to speak to a manager or supervisor but am told they are not available. I just want me refund.

  

  Business response

  02/11/2024

  Dear **************,

  A refund has been processed and should reflect in your account within the next three to five business days.
  
  Your feedback has been invaluable, and we genuinely appreciate your patience and understanding.

  Thank you for allowing us the opportunity to address this matter. Should you have any further inquiries or require additional assistance, please don't hesitate to reach out. Your satisfaction remains our utmost priority.

  Sincerely,

  The Furnitureland South Team

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a customer of ******************** in ********* **. In July 2023 I purchase about $50,000 worth of furniture for my new home in *******. I am having the following issues with several pieces of furniture: I have a Vanguard ***** pull out Sleeper sofa that is only 2 months but the cushion looks like it is years old. I have a Precedent Modern Intuition wedge cushion of a sectional couch that was sewn incorrectly. It has creases on both sides of the cushion.These 2 issues have been going on for over 60 days. I have spoken to and written several people at Furnitureland but with no resolution. I was told by Furnitureland South that I have to wait for answers on what the manufacturer will be doing to correct these problems. I bought this furniture from Furnitureland South, their name is on the bill sale, why am I waiting over 2 months to have new cushions. The solution for the wedge was a Muslim cover for the cushion. NOT ACCEPTABLE. I'm still waiting to hear about the Vanguard cushion. I want and need 2 new cushions as soon as possible and return my money for inferior product. I am no longer interested in excuses and waiting. Furnitureland replaces the furniture and gives me back my money.In addition, a dresser was returned to Furnitureland South due to the wrong one being ordered by them. It took 3 weeks to get my refund because no one inputted into their system that it was back in the warehouse. This was only accomplishment by me consistently calling Furnitureland.

  

  Business response

  02/08/2024

  **************
  
  We sincerely apologize for any inconvenience and frustration caused by the lack of communication and the delay in a resolution regarding your order. We have taken your concerns seriously and have escalated the matter to our customer service management team. You should be contacted by a member of that team with a resolution.

  
  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we worked towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.
  
  Sincerely,
  The Furnitureland South Team

  Customer response

  02/09/2024

   I am rejecting this response because:
  I have been dealing with these issues for over 90 days.  I have been working with their *************************** and getting nowhere.  The only resolution for these issues now is to return my money due to inferior products. 

  Attachments were previously sent

  
  

  

  Business response

  02/18/2024

  Dear **************,
  
  We sincerely apologize for this inconvenience and frustration caused by the lack of communication and the delay in a resolution regarding your order. We have taken your concerns seriously and have escalated the matter to our customer service management team. Within 48 hours, the **************** manager will reach out to you with a commitment to achieve a resolution that satisfies the preferences of all parties involved.

  Once again, we apologize for any inconvenience caused and appreciate your patience as we worked towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.
  
  Sincerely,
  The Furnitureland South Team

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early September 2023, II purchased a $15K Bradington Young sectional with three power recliners. On October 31, 2023, the Bradington Young sectional was delivered without a single power cord. Once the delivery drivers discovered the missing items, the delivery staff y contacted Furnitureland South customer service and we were told an order would be placed that day. On Monday, November 13, I called Furnitureland South to determine an ETA for the power cord, only to discover they were not ordered at all. Ms. Takesha (last name unknown) reached out to me the same day to say she was working on it. From November 13, 2023, through December 15, I received a few correspondences from Ms. Takesha indicating she was working my issue. On December 23, 2023, I received only one power pack. In early January 2024, Ms. Takesha reached out to me to determine if I received my products and I informed her that I only received one. I reached out to customer service again around January 15 or 16 asking to elevate my issue to a supervisor, only to receive a voicemail with no callback at all. It is now January 25, 2024, I reach out to FurniturelandSouth again with the same runaround and I still do not have my products. all of the accessories. ******* ******* ************ ************************ 

  

  Business response

  02/02/2024

  Ms. *******,

  
  We sincerely apologize for any inconvenience and frustration caused by the lack of communication and the delay in a resolution regarding your order. We have taken your concerns seriously and have escalated the matter to our customer service management team. You should have been contacted by a member of that team with a resolution.

  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.

  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we worked towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  
  Sincerely,
  The Furnitureland South Team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Poor Customer Service. We received our furniture in October, which did have some damage. Example, some dings and the corner of the buffet was a bit crushed. The FLS delivery person took pictures and ensured us repair would be following up. Despite multiple emails and phone calls, it is 3 months later and the issue is neither resolved nor is there a plan to repair the damage. I have contacted customer service and Kelley *****, apparently our liason, with no return calls and no plan in place to repair. In retrospect, I should have refused the delivery of that piece. I paid for the FLS total protection plan. Overall, our Dining room set was approximately $8000.00. By contrast, I bought a piece from a local furniture store in Fl, it had only a minor scratch upon delivery, but they were very responsive and assorted issue immediately. I cannot, in good conscience, recommend anyone to business with Furnitureland South. I had bought from them in the 90’s, but now they apparently don’t care. If I could give 0 stars, I would.

  

  Business response

  01/27/2024

  Ms. *********,
  We sincerely apologize for any inconvenience and frustration caused by the lack of communication and the delay in a resolution regarding your order. We have taken your concerns seriously and have escalated the matter to our customer service management team. You will be contacted by a member of that team within the next business day. if you have not already, so they can address your concerns related to this matter.
  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.
  Sincerely,
  The Furnitureland South Team

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Furnitureland South regarding my recent experience with their services. I be**eve that my concerns have not been adequately addressed, and I am seeking your assistance in resolving this matter. Details of the Complaint: Customer Name: [******* *** Customer Number: [*******] Order Date: July 7, 2023 Account Manager: Terri T***** Account Manager's Contact: ************ Description of the Issue: I placed an order for home office furniture on July 7, 2023, with the expectation of a timely and complete de**very. Unfortunately, the furniture has not been fully de**vered as of today, January 19, 2024. Despite multiple attempts to contact my account manager, Terri T*****, I have not received any updates on the status of my order. The prolonged delay has significantly impacted my abi**ty to use my home office for its intended purpose. I have been unable to receive c**ents due to the incomplete furniture and the unprofessiona**sm displayed by Furnitureland South. Previous Attempts to Resolve: I have contacted Furnitureland South's customer support and communicated with Terri T*****, but my concerns have not been addressed satisfactorily. The lack of communication and the indifferent attitude displayed during this process have only added to my frustration. Requested Resolution: I am seeking financial compensation or a full refund for the inconvenience caused by my furniture's delay and incomplete de**very. I be**eve that this is a fair resolution to the issues I have faced over the past six months. Enclosed Documents: I have attached documentation of my order, including the order confirmation, relevant communication with Furnitureland South, and any other pertinent information. I kindly request the BBB's assistance in mediating this matter and faci**tating a resolution between Furnitureland South and me. I appreciate your prompt attention to this complaint.

  

  Business response

  01/26/2024

  Mr. **,

  We sincerely apologize for any inconvenience and frustration caused by the lack of communication and the delay in completion of your order. We have taken your concerns seriously and have escalated the matter to our customer service management team. You will be contacted by a member of that team soon, if you have not already, so they can address your concerns related to this matter.
  We understand your decision to express your frustration and share your experience on**ne, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  Sincerely,

  Greg O*********

• Initial Complaint

  10/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $50,000 worth of excellent quality furniture. It was not scratched or damaged when I purchased it. I paid for white glove delivery and was assured it would be crated and cared for during transit. The items were inspected upon depart from Furniture Land South and then inspected when they arrived in Canada. No damage. The items were UNCRATED AND SHIPPED TO MY HOUSE WITH JUST BLANKETS. The crates I paid for the items to ship in were removed my ****** delivery. this is not ok!!! All my marble was cracked and damaged when it reached my house. I contacted EMILY ****** while the delivery crew was here on Oct. 3rd and she has not responded or called me to address the totally useless furniture I have in my house that is junk. I have been waiting 3 weeks and no response. Additionally, FLS over charged my shipping and has failed to credit this as well. This has been a horrible experience. Emily ****** has not responded to a call or email. The delivery crew acknowledge the obvious damage. I do not want cracked marble tables!!!! I also don't appreciate waiting months for my clearly owed over payment to be sent to me. HORRIBLE EXPERIENCE. OVER PAYMENT!!! - FROM FLS OVER A MONTH NO CREDIT When your order was submitted on 8/24/2023 it was for 24 items and a total price of $43K. I did not catch that the order was different, and items had been taken off , and I apologize for that oversight. Freight from NC to Canada - $1531.98 plus 32.9% fuel surcharge for a total of $2036.00 Home Delivery - $1800 plus 13% HST tax for a total of $2034.00 Admin Fee for setting up customs clearance for a personal purchase by the customer - $60 plus HST tax for a total of $67.80. Total $4137.80 Canadian Funds (Apr. $3066 USD) I am going to submit a credit memo for accounting to issues the difference back to you, we can send a check to you or refund your Visa card ending in 8080. Jess

  

  Business response

  11/21/2023

  We sincerely apologize for any inconvenience and frustration caused by the unexpected charges and conflicting information you received. We have taken your concerns seriously and have escalated the matter to our customer service management team. You will be contacted soon so they can address your concerns related to this matter.
  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  12/10/2023

   I am rejecting this response because:
   The company arranged to pick up items but failed to pick up the 60" inch table which I sent photos of.  Despite the fact that I sent photos of the table as the delivery crew was there with visible cracks it was not picked up.  They have picked up 5 items and left this table but zero refund was provided. I do NOT feel this case is closed until I have reimbursement.  Dealing with Furniture Land has been horrible.  For reference the item they wouldn't picked up arrived with a huge crack on the table and the base is damaged as well. It was purchased in excellent condition and freight was paid (by me!) to have it crated but they removed the crate for the final leg which damaged all of the marble.  There are more photos available of the table they left here. MORE IMPORTANTLY NO FUNDS HAVE BEEN CREDITED FOR THE ITEMS THEY PICKED UP.  

  I have no clue why they keep trying to close this VERY ACTIVE case.  

  Thank you for the support. 

  *****

  
  

  

  Business response

  12/17/2023

  Following our recent correspondence, We have successfully resolved the matter concerning the items in question. A refund has been processed and should reflect in the clients account within the next three to five business days.
  

  Your feedback has been invaluable, and we genuinely appreciate your patience and understanding. It's through open communication and mutual collaboration that we were able to achieve this resolution.

  Thank you for allowing us the opportunity to address this matter. Should you have any further queries or require additional assistance, please don't hesitate to reach out. Your satisfaction remains our utmost priority.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A few months ago, I purchased around $80,000 worth of furniture from Furnitureland South. Prior to my trip from ************ to ***** ******** to discuss the transaction in person, the sales rep assured me that based on the amount of money I was spending, I would receive free shipping. On Monday July 3, 2023, I made the final payment from my credit card for the purchase. Later that afternoon while reviewing my invoice, I was surprised to see an additional charge. It was a whopping $4,000 fee for a "protection plan." I immediately contacted my sales representative to ask what the amount was for. He sent me an e-mail to explain that this fee is a coverage/discount for shipping. He further explained that if I opted to pay for shipping, the cost would be $1,000 over the protection amount. I made it clear that I didn't want to pay for shipping and would prefer to cancel the order. The sales rep responded that he would cancel it for me. Yesterday, the second salesperson who helped us sent an e-mail to address my concerns. I replied and explained the situation, expressing that I would not pay for shipping. She sent me another e-mail today with a completely different explanation from the other sales representative. She wrote this coverage is to protect my furniture. I responded that she must have had this protection conversation with another customer, not with me. Since I did not hear back from her and my delivery is scheduled for Tuesday of next week, I went online and asked to speak with a manager. I was given the name of “Kim W******” I called Ms. W***** and left her a message. Although it has only been a few hours since I left the message, I have decided to write this review and share my frustrating experience after reading all of these horrible reviews. And, yes, they are very nice until they receive their payments.

  

  Business response

  07/06/2023

  We sincerely apologize for any inconvenience and frustration caused by the unexpected charges and conflicting information you received. We have taken your concerns seriously and have escalated the matter to our sales management team. You will be contacted soon so they can address your concerns related to this matter.
  We understand your decision to express your frustration and share your experience online, but we want to assure you that we are committed to addressing this concern promptly. Customer satisfaction is of utmost importance to us, and we value your feedback as an opportunity to improve our services.
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work towards a resolution. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/28 I ordered a bench with a scheduled delivery of 5-7 weeks. After the time had passed I called my sales rep and left message. She did not respond so I called again and she answered and told me that my order was back ordered and it would be in on June 7 and I would get a call for delivery. On June 9 I called to find out status and was told they weren’t sure when it was coming in so I told her to cancel my order. I emailed my rep after a couple of weeks and called again 6/18 to find out the status of my refund. No response whatsoever. I called the store on 6/23 and asked for a sales manager. The receptionist refused to put me through to a sales manager. She sent me to accounting and I was told my order never got canceled. They were going to check on it and I asked for someone to call me back with a status update. Again no response. I’m still waiting on my refund.

  

  Business response

  06/27/2023

  We apologize for the delay which lead to a request for a cancellation and a refund. We also apologize for any lack of communication or follow up related to this request.  A member of or sales management team will be reaching out to discuss this and provide assistance.  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The sofa that was delivered to us is not the correct foamcore that we decided on. And, it was delivered dirty, there's a tag that is sewn into the seam that cannot be removed without distroying the stitching/seam, the accent pillows also have the wrong inserts and not down. I spoke to my Sales person and Jacqulyn in customer service the next day. They said they would call the factory and get back to me. I continued to email/call, my sales person, who promises the customer service people would remedy the situation and call me back. I have called,emailed, left messages on her inbox, and never a response. Most recently my sales person emailed stating she brought it to the attention of the manager, they will review and contact me. I asked for managers name, in two separate emails. but can't get it. I've heard Nothing. This sofa was delivered April 8th, I also purchased the "protection plan" that is suppose to protect me from all damages. I also believe this may fall into a "bait and switch" concept. I did request the floor sample as a remedy, but they tell me it was sold. I went to a store in NJ who sold Four Seasons furniture, and was shown the cushion I was expecting and what it should look like. It should be a foam core with down pads attached to each side of the cushion. Resolution #1: Send the seat cushion, with proper foam core, with new cover to solve the sewn tag/dirt issue, and correct down filled accent pillow inserts. Resolution#2: Full refund

  

  Business response

  05/15/2023

  We apologize the sofa was not delivered with the cushions desired and that there was an issue with the seam having a tag sewn into it. Our Design Consultant will be reaching out again to assist with providing a better solution, including potentially reordering the sofa with different core options. 

  Customer response

  05/23/2023

   I am rejecting this response because:  

  Hi *******

  Thank you for the assistance to help me bring this to a complete close issue.

   

  Furnitureland has contacted me and we’ve worked out a resolution on the couch core,  along with the 4  new throw pillow inserts. I have paperwork on that and that should come to me in 6-8 weeks. 

  I’m still waiting on paperwork assuring that the new cover for the bench seat is ordered. I have no paper work, receipt to show this has indeed been done. 

   

  I have Taylor and Daneille saying it’s going through customer service,. But that only makes me wary, since customer service had dropped the ball so many times on me. 

   

  I would like to keep this claim open until I can get verification that this last step is completed and I have proof of the reordered benchseat cover, either by receipt or a confirmation in a email. 

  I sincerely thank you for your service and help. 

  Cordially

  ****

  
  
  
  

  

  Business response

  05/23/2023

  The seat casing has been ordered as requested. Confirmation has been sent to **** through her case so that she has confirmation from us.

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  i have received word and documentation from Furnitureland on Tuesday 23rd stating, in writing, that the bench cover is also ordered, which is what I’ve been waiting for from Amy in customer service to verify.   
  so as of right now, everything seems to be in place and this case can be closed. I’m told I can expect delivery/exchange 8 weeks from the date ordered  

  thank you again for your help, I don’t think I would have been able to resolve this without the BBB  

   

*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. ↩