ComplaintsforMichaels Fine Furniture

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a my furniture from them purchased the warranty which cost me a extra 1000$ and told me it would be a piece of mind I tried to report a claim on my couch then covid hit and they denied it then my couch completely broke submitted a claim the builder came to out house said they would replace the frame but they don't have the exact color so they would just reuse the fabric well its been close to to years still nothing we just spoke to the builder he has no clue on what's going the couch has severely damaged my hard wood floors I have no where to store this and people have been hurt sitting on this couch not knowing it's broke this place is a scam and make a ton of money on warranty they won't honor

  Business response

  08/16/2022

  10/29/20: I was contacted by the customer because they had tried to file a claim with their extended warranty that they purchase with the furniture but it was denied.  So I sent an email to a furniture repair company by the name of Big Sky ********** NW asking them to contact the customer to schedule an inspection so that we could see what was covered under the mfg warranty and what was not covered.  On 2/14/21 I received an email from Big Sky ********** NW stating that they were having a hard time getting the customer to return calls so that they could schedule an inspection of the furniture.  On 2/16/21 I called the customer and left a message informing them that we were closing the service due to no return contact to schedule this and that I would re-open the service when they could schedule an apt with Big Sky **** On 7/1/21 I finally received a call from the customer stating that they have finally recovered from Covid-19 and could schedule.  I re-opened the service and sent an email to Big Sky **** NW asking them to contact the customer to schedule.  9/26/21 I received an email from Big Sky *** NW informing me that the customer wanted more than what was covered under the mfg. warranty done.  On 10/6/21 Sent a quote for the repairs to be done that were not covered under the mfg. warranty.  The customer did not want to pay for extra repairs to be done outside of the mfg. warranty. Sent an email to Big Sky **** asking him to order the parts to repair the furniture under the mfg. guidelines and repair the furniture under these guidelines. On 8/6/22 I was closing old service orders and since I had not herd from the customer I did not realize that this was not completed.  I sent an email to Big Sky asking for the finished report on this. On 8/9/22 I was informed that it was not finished.  I have asked both Big Sky & the mfg. to rush this repair for this customer.  This one is a difficult one because we have not had a lot of return contact from this customer to get the ******************** repaired in a timely manner.  I hope that this helps. -*******************************

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