ComplaintsforLuther Appliance & Furniture Sales Acquisition, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for an iPhone I was told $49 a month they took the first initial payment a week ago. They provide no emails and mailed statements or info just a random number to text. I was told at point of sale I would receive emails for everything after the first payment cleared and got nothing 3 days after the first payment I text and get told even though they took my money it was still pending so I waited 2 more days. Only to get told there are severe back orders and they dont know when Ill ever get said product. Then ** told my order was canceled and the person Im dealing with skirts around with his answers when I demand proof of things. Then I get a told that they will call me and ask for my bank info for the refund but that could be days or months Im going to be making a phone call to ***** Fargo seeing has how thats the account thats given to set up for payments with all these bbb complaints get it shut down IMMEDIATE REFUND

  Business response

  04/03/2024

  We are happy to have resolved your issue by sending you your refund and thank you for being a LutherSales customer. We understand that the delay in processing your order was frustrating and we apologize for the inconvenience. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been purchasing from this company for years and I have received my orders previously. I made an order with this company for an Apple iPhone 15 pro February 22,2024. It is an allotment payment through my job and the sales rep stated that there would be no need to call because I would receive my order in three weeks. It has been four weeks and I have called and left a voice mail message, I have sent an email with no response, and I have called the toll free number with no response. I want my product being that I am paying for it. I have never had issues until now and I was always able to reach someone, but this is very unprofessional.

  Business response

  03/19/2024

  ******, we apologize for the lack of communication. The only calls I see from you were on February 22 when you requested to speak with a different sales associate, and yesterday when you called to inquire about your order delivery. If you left other messages, we apologize! With respect to your order, we have been overwhelmed with orders and are experiencing some lengthy delays. Again, our apologies as we work towards getting these out faster. We understand if you are not able to wait for your order. If this is the case, we will cancel your order and refund any payments you have made. Please let us know how you wish to proceed. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is a total scam. Stole my hard earned money and refused to give it back. I set an order for an Xbox and gaming chair back in October of 2023. After several weeks and no contact a representative named ****** told me that there seeking another lender. He told me to wait a few more. I waited almost another month. Finally in beginning of January I asked to cancel order and get my money back. ****** agreed to send me a check. It is now the middle of February and after 5 months of dealing with this company I have nothing. Ruined my kids Christmas for sure as well.

  Business response

  02/20/2024

  Greetings Deddrick. We know how frustrating this has been, and we apologize for the delays in getting your refund to you. We attempted to contact you last week on the 16th to request information in order to expedite your refund to you. We are attempting this contact again today. Once we connect to verify the information, we will have your refund to you. Again, we apologize. This is not the level of service that we want to deliver and are working hard to improve.

  Customer response

  02/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 2023, I ordered some merchandise and set up payments directly from my paycheck with am estimated delivery date of 2-4 weeks from date of first payment. I was told there were delays until September 2023 when I ultimately canceled the order and requested a refund. After multiple attempts of getting my refund in December 2023, I was asked for my banking information to wire the money to my account which I provided and was told I would receive a refund within 10 days. I have contacted them multiple time since December and have been told they were escalating on multiple occasions. I have yet to receive my refund. I am now looking at bringing their failure to reimburse to court. I have much more proof, than what's attached, that can be provided upon request.

  Business response

  02/13/2024

  ******, we understand your frustration at the delays for your refund. We have connected with you directly and are resolving this issue immediately. Thank you for the patience you have demonstrated throughout this process. We look forward to getting your refund to you.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For several months starting in June 2023 I have been patiently waiting for furniture I ordered to be delivered and assembled. After several unanswered calls, emails and text messages I discontinued my payments. They reported to the credit bureau. I still do not have all of my furniture and they either dont answer or have no idea what to do about my missing furniture. Its not fair that I have no resolution and they get to damage my credit report. Ive been shopping with this company since 2007.

  Business response

  01/29/2024

  Hello *******. Thank you for being a LutherSales customer. According to our records, all of the furniture has been delivered to you. The hardware required for the one piece is still an issue due to the manufacturer. We are in contact with them weekly to follow up and fix this assembly issue. If this is not correct, and you are in fact missing a piece of furniture, please contact us immediately as we show your order as complete with the exception of the single item's hardware.

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have unresolved issues with this company. For several months starting in June 2023 I have been patiently waiting for furniture I ordered to be delivered and assembled. After several unanswered calls, emails and text messages I discontinued my payments. They reported this to the credit bureau. For months the items that were delivered set in my dining room leaning against the wall unassembled because of missing parts and parts that did not fit. I still do not have all of my furniture and they either dont answer or have no idea what to do about my missing furniture. I have had to spend several days waiting for the delivery company show up with furniture that cannot be assembled due to missing parts, hardware and pieces that do not belong together. Its not fair that I have no resolution and they get to damage my credit report. Ive been a loyal customer with this company since 2007. I do not have an issue with paying for the furniture it just makes sense to me that I have all of the furniture that I'm billed for in my possession. They have yet to deliver all of the furniture. They won't return my calls, when I do get an actual person on the phone they give me the run around. The consumers are who support your business and keep you in business. When I couldn't get answers I reached out to the furniture manufactures to having some missing parts shipped. So what am I paying for?! I have supported this company for over 17 years. At the very least they should hold up their end of the agreement and provide the furniture that I've ordered and make sure that it is safely assembled and ready to use. Now I'm stuck with trying to clean up my credit while not having all that I ordered and no answers from the company that make sense. I have recommended this company to other federal government employees in the past. It is sad that this is the thanks I get. If you are charging me the full price I should have all that I am paying for.

  Correction to credit report and the delivery and assembly of the missing furniture.

  
  
  
  
  
   
  

  Business response

  02/26/2024

  Greetings *******,

  First let me apologize again for the confusion and lack of communication you received. As per our conversation today, we will be crediting your account for the bar that was unable to be assembled by the manufacturer.  We will also be double checking your payment amounts for your allotments to determine if a change is necessary.  Thank you for the kindness and patience you have displayed. It was a delight speaking with you, and we look forward to showing you a MUCH better experience moving forward.  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a fireplace in June of 2023. The expected delivery time was between 6-8 weeks after my first payment was received. I was patient with the process and the October came and still, no fireplace. I contacted them to get a refund and even provided my bank information for my refund as requested. Here it is ******* of **** and still no refund. I just want my money back.

  Business response

  01/11/2024

  Greetings ******, 

  You are scheduled to be paid next week for your refund. We apologize for the delays in getting your refund to you. This is not the service we want to provide and are working hard to improve. You will receive a call from us to confirm your banking information. We look forward to resolving this for you. Wishing you a Happy New Year. 

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is my second complaint. After being contacted by a representative to rectify the issue about my refund it’s been a week and still no refund. I was told that it would hit my account by the end of the week and that was on last week. I followed up with them to check on my refund only to be told there was an issue. It shouldn’t be this hard to process a refund.

  
  
  
  
   
  

  Business response

  02/01/2024

  *** *******

  We have initiated your refund--you should receive it by tomorrow morning. We know that this has been a difficult situation for you, and we apologize for the delays. You are all set.

   

   

  Customer response

  02/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******  
   
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a living set in **** of 2023. It was delivered July of 2023. I emailed my sales rep July 16th that there was a defect with the mechanical reclining sofa, I received only 1 response to send pictures. I sent a picture and a video so they could hear the sound of the defect. No response. I attempted to contact numerous times, no response. I asked again in December and requested a copy of a statement (only ever received 1) and no response. I have called nunerous times, including the other day as a another piece (piece of wood in the manual recliner) suddenly broke when putting the recliner down. The set ordered is obviously defective or issues during shipping and I have received no response at all from the company for any of my requests.

  Business response

  01/11/2024

  Greetings *********, 

  Thank you for reaching out about this. You contacted us on January 9th via phone and left a voicemail about your invoice and your furniture issues.  We responded and left you a voicemail requesting more information about your furniture issues, and we also sent a follow up email with your invoice at that time.  You then requested further details on your payments, which we sent immediately to you. We have been in touch with you repeatedly, as recently as yesterday by phone and are actively attempting to resolve your issues. 

  We look forward to working through this issue with you to your satisfaction. 

   

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to purchase furniture in September 2023, they started taking payments from my paycheck, however on October 31, 2023, I lost my job. I contacted Luther Sales immediately and requested a refund since I never received the furniture. *** reached out to a ****** and *******, and no one had responded. It is now December 25th, 2023 and I have not received my refund.

  Business response

  12/27/2023

  Greetings ******, 

  As we discussed on our texts today, your refund is on its way! We apologize again for the delay in getting this to you. This is not the kind of experience that we want to deliver. We are working hard to improve, and hope you'll give us another chance in the future. Thank you for being a Luther customer. Happy New Year!

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made the transaction on September 1st 2023. I was sent an email that my order was complete. I waited a month and never received my merchandise. I reached out and was told there is not ETA. I waited another week, then reached out and requested a refund. I was told a refund will be issued in a few weeks. It is now Dec 24th, 2023 and I have still not been issued a refund. I reached out last week and still no response.

  Business response

  12/27/2023

  Greetings *******,

  We've attempted to reach you both by phone and text to let you know that your refund is on it's way. Please accept our apologies for the delays in getting this to you. We are working continuously to improve our customers' experiences and hope you'll give us the chance to demonstrate that in the future. Happy New Year to you and yours.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an email add from Luther sales and I went on their website to purchase a iPad and a Apple Pencil. It told me that I was prequalified for $2200 through uown leasing. It sent me to you leasing side, the documents by the way, which were $1000 over sticker price. I never received a confirmation email from Luther, or any information from Luther at all. I sent multiple emails and Ive called for days in a row every phone number that you call it that company goes to a voicemail. I dont know the status of my order or the order was placed. I contacted the finance company and they said that theyve already sent the money over to Luther and that they cant cancel my contract. I want to know whats going on with my order and I want an order number and a confirmation number immediately or I want this to be canceled. This seems very fraudulent and very much like a bait and switch scam. I want to be contacted immediately or I want this to be canceled.

  Business response

  12/21/2023

  Greetings **. ****,

  You have raised a few concerns that I'll address.

  First, you were approved through UOwn, which is an affiliate lender.  Your order was never fulfilled by us as it was still waiting to be ordered. As such, they have paid us ZERO dollars. (They only pay us once an order is completed.) You gave UOwn a $40 deposit.

  Second, we have canceled your order per your request. You may reach out to UOwn for your deposit back. We did not collect that money.  UOwn does as part of your agreement with them.

  Third, your original order was only received two days ago. I have checked my phone in customer service and do not see a missed call or voicemail from you.  I am disappointed that you experienced such difficulties contacting us, and I'll research more on my end to make sure this does not happen again. 

  So to summarize, there was no order placed, and no refunds due from LutherSales. Only the $40 directly from UOwn. 

  We wish you the very best of the holiday season!

   

*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. ↩