Complaints

This profile includes complaints for Heavner Furniture Market's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heavner Furniture Market

  1701 W Market St Smithfield, NC 27577-3062

  
• 

  Heavner Furniture Market

  8600 Glenwood Ave Raleigh, NC 27617-7416

  
• 

  Heavner Furniture Market

  PO Box 2346 Smithfield, NC 27577-2346

  

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new recliner at Heavners Furniture. The recliner came with a One Year Warranty on anything that goes wrong with the recliner. A few months after I purchased the recliner a part of the recliner fabric came off of the top of the recliner exposing a big nail in the top. I called Heavner Furniture about the issue with the recliner and the owner refused to do anything about it. He said it wasnt his fault that anything tore. Also he refused to give me the name of the company who made the recliner. I have tried several times talking with owner of Heavner Furniture. The owner of Heavner Furniture was very rude to me and he talked real nasty to me.

  

  Business Response

  Date: 06/14/2023

     Customer purchased a recliner that was delivered in August 2022. On January 31, 2023, I received an email stating that customer did not notice the snagged corner when recliner was delivered 5 months early. The snagged torn area (see attached) was done months after the customer received the recliner. The factory determined that the damage was not a warranty.

     Yesterday, the customer call and stated that he had talked to ***** at the factory's customer service and ***** stated " that the retailer was supposed to fix the recliner". I called  ***** and ***** stated that was not true.  ***** statement was "If it is a warranty issue, you must go thru the retailer". After emailing the factory the attached picture and the time frame, the factory agreed that this was not a warranty issue.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20185889
  
  I am rejecting this response because:
  I purchased recliner in September of 2022 from Heavners Furniture. The recliner came with a full one Year Warranty. In January of 2023 I noticed what looked to be like a nail or something coming out of the back of the recliner. I emailed Heavner Furniture about the recliner and sent a picture of it to them. It took a while but finally I received a call from the manager of Heavner Furniture saying he wasnt going to do anything about the recliner. He said I caused that to happen with the back of the recliner rubbing against the wall. This is not true! Also he was very nasty and rude to me and said he wasnt going to do anything about the recliner and he wasnt going to even tell me what company made the recliner. I had to look at the recliner good and I found out Home Stretch company made the recliner. I spoke with the customer service person ******************* about the recliner and the damage. She confirmed the full one year warranty and said that Heavners Furniture was responsible for replacing or fixing recliner. I contacted Heavners furniture again. The manager was very rude and mean to me again. I have sent pictures of the damage of the recliner. Very poor customer service at **********************************************. Also nobody from Heavners Furniture came to look at the recliner. How can they honestly say the recliner is not under warranty when they havent even looked at it prior? I have had the recliner for 9 months. That is not a full year. Please notice in the picture there is no damage to the back wall.

  
  Sincerely,
  
  ******* (****) ******

  

  Business Response

  Date: 06/16/2023

     I picture of the damaged recliner was sent to the factory in late January 2023. The factory stated that the damage was not covered under their factory warranty.

    Damage appears to be done from something snagging the corner.  This damaged is not a result of a factory defect, therefore the factory warranty does not cover this damage.

    **************** was informed in early February that the damaged was not covered under their warranty.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a single bed frame, box spring and mattress. I asked for low profile box spring. When I got the whole thing it was sent with large box spring instead of low profile. I called and told them and spoke with *** my salesperson. He said he would talk to manager and call me back. He never called. I kept calling and kept being told he would talk to manager and call me back. He never did. I went by there at Christmas last year and he said he would talk to manager and call me back. He never did. I then was in hospital and rehab for about 3 months but when I came home I began to call again and got same response and no one ever calked me back. I called the day before yesterday and got sane response, so I called back and he was gone. The lady I spoke to told ne he would be in a 12 today so I called again today. He said the manager said since it has been so long they wouldnt help me. I spoke to manager finally who said since it had been so long they wouldnt help me. I told him I had been trying for 2 years to just get this simple mistake corrected but was never called back. They will not offer anything. No exchange, no exchange fir me even oauing a portion of the price, no free delivery, nothing. They want me to purchase a new box spring for a bed that I cant even sleep on because of their mistake. I tried everything to know to try to get corrected. I left it in the original wrapping as they told me to do expecting them to exchange it out. I have never been able to sleep on it because its just too high. Ive done all the calls and just wanted to replace it with correct item I ordered. They drug this out till now they want me to basically rebuy the box spring that could have just been a x change for nothing. I feel cheated and I feel like they just did this ongoing call and never call back to make it look like its my fault. they made a simple error that could have simply been fixed with one exchange. Can you please help

  

  Business Response

  Date: 05/12/2023

       I SPOKE TO **************** FOR THE FIRST TIME TODAY 5/12/23. SHE DID SPEAK TO HER SALES PERSON YESTERDAY 5/12/23.

      **************** STATED THAT SHE WAS TO RECEIVE A LOW PROFILE FOUNDATION.  I SEARCH AND FOUND THAT SHE HAD PURCHASED ON 5/22/2020, NEARLY 3 YEARS AGO. SHE STATED THAT SHE HAD BEEN IN THE HOSPITAL.

     I TOLD **************** THAT WE COULD NOT EXCHANGE HER 3 YEAR ************.

    I HAVE ATTACHED A COPY OF HER 5/22/2020 PURCHASE.

   

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20051627
  
  I am rejecting this response because: I have been trying since I purchased it to get this resolved. I have called or gone by for a long time with same response that he would call me back after getting his manager to speak with him. I have not waited 3 years to do this. Its been going on that long and never ever a return phone call. In fact I had to call back the next day to speak with him last week even though he said he would call me back in *** B out an hour. He wrote my number down and did not call. I called back and he was gone but the lady I spoke with told me to call him the next day. Its been that way for 3 years. Never ever a return call. You make it sound like I waited three years to call. Thats just not true. The salesman never worked with me or called me back as promised. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/15/2023

   We can not exchange a 3 year ************.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a recliner from the store and was delivered along with a couch that had be returned due the fact the delivery man ****** would not even attempt to bring the couch in the house. I bought the chair in end August and the chair has damage its only January. I spoke to the owner *** and he told me due to the way chair was damaged that company would not honor warranty. When I asked for the chair company so I could contact them myself. He told he was not going to give me that information. He told to go buy a new chair from rooms to go. I supplied him with requested information through text and email. He was very unkind and offered no apology or help.

  

  Business Response

  Date: 02/06/2023

          The customer recliner was delivered in AUGUST 2022. Girlfriend of customer contacted me in FEBRUARY 2023 and stated that the recliner is damaged. She also stated that the damage was on the recliner when it was delivered 6 month prior. 

         I have attached a photo of the OBVIOUS DAMAGE on the recliner.

         Photo 2 shows the recliner which is located in the middle of the room. Customer would have to go around the damaged corner of recliner everyday to get to the sofa and other pieces of furniture.

        Customer's Girlfriend stated that if she didn't get a new recliner, that she would contact BBB and that I would be sorry. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 19334245
  
  I am rejecting this response because: I replied to Heavners Furniture saying a resolution would be for Heavners Furniture to supply me with a new recliner or repair the current one I have. Heavners Furniture did not come inspect the recliner after I reported to him as being damaged. How can he fairly say it got snagged on by something if no one from Heavners Furniture came and looked at the recliner after I reported it to him. I am not satisfied with this result and I request this complaint be left open because I dont feel satisfied with the results. My resolution is for Heavners Furniture replace the recliner with a new recliner or refund me the full amount that I paid for the recliner including tax and delivery fees. I dont feel Heavners Furniture acted in good faith.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/20/2023

    We have no further comment.