Complaints

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  J.M. Beatty Furniture Inc

  2780 Oneida Valley Rd Eau Claire, PA 16030

• 

  J.M. Beatty Furniture Inc

  PO Box C Eau Claire, PA 16030

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:10/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We bought two sofas the one was delivered defective I thought they could repair it they did terrible job they have sofa and is charging me storage fee 100. Week Im not taking back defective mess

  Business Response

  Date: 10/22/2024

  Dear ***** ******, 
  
  Re: ***** & ***** ********* 22398090 
  
  The *********** special ordered two Flexsteel sofas on June *******. The sofas were delivered to their residence on September 18,2023. 
  
  On December 14, 2023 a service request was placed on line by ***** stating one seat was not right. We ordered a ***lacement seat for her. Flexsteel acknowledged our order on Jan 9, 2024. After the seat was ***laced ***** called stating the ***lacement seat was darker than the original seat. Our serviceman said there was minimal difference. 
  
  We contacted our Flexsteel ***resentative regarding how to handle that situation. On July 23, 2024 ********* acknowledged our *** had ordered all new seats using the fabric codes of the original dye lot. 
  
  The new seats were received in August 2024. On August 20 we picked up the sofa from the Westermans home to bring it to the store to ***air. The reason for the pick up was so we could do a cleaning with our fabric ****** to remove the cat hair and work on the claw marks on the sofa. The manufactor suggested that the shading difference could be due to the cat hair changing the color tones. The Flexsteel fabric on the sofa is "pet friendly" meaning it's odor & stain resistant, not scratch proof. See enclosed pictures of back of sofa before and then after our ***air. 
  
  On August 27 we called the Westermans to return the sofa but we had to leave a voice message. We tried again on August 30 to return the sofa but again no answer. We tried again on September 9 and September 13 but no answer. 
  
  On Sept 16 ***** came to the store with her daughter wanting to see the sofa. At that time she indicated the seat didn't feel right. It was explained to her that the seats were ***laced with hd foam direct from the Flexsteel factory and the **** is considered ***aired to factory specifications. See enclosed before and after pictures. 
  
  She left and said she would be in touch. Then on September 23 we received correspondence from the **************************** in ************ and now correspondence from your department. We have done all we can possibly do to correct her service request which has all been done for her at NO CHARGE. We need to return it to her residence. We have been storing the sofa for over 2 months in our service bay which is costly and limiting our space. We are now charging her $100. per week storage fee. 
  
  If the *********** are not happy with our service they have the option of contacting four other Flexsteel dealers in our area for service. 
  
  Sincerely, 
  
  **** Beatty 
  

  Customer Answer

  Date: 10/22/2024

  To Whom It May Concern, 

  In June 2023 my husband and I purchased two new couches from J.M. Beatty Furniture Inc. in *************. At the time of purchase we were informed that there were 2 floor model couches and 2 couches in stock. We proceeded with purchasing the 2 couches that were in stock. The couches were delivered on June 18, 2023. Of note, these couches had tags on them that were to be removed by the purchaser. Upon delivery we noticed that there was a tear in one of the couches, on the left side chaise. Both couches were returned to the store and new couches were ordered on June 23, 2023. 

  The second set of new couches were delivered on September 23, 2023, with no tags on them. Upon receiving the couches we realized that the left side chalse on one of the couches was loose and the foam in that seat was different than the other seats on both couches. We notified **** Beatty Furniture of this in December 2023. In January 2024 a new seat chaise was installed, but the foam was still different than the other seats and the color did not match. The repairman agreed that the color didn't match. We were told that another seat chaise would be ordered so another repair could be completed. While waiting for the new seat chaise to be installed, the foam in the repaired seat started to collapse into the couch. 
  

  The couch was picked up in August 2024 so a new chaise could be installed. Upon inspecting the repair with my daughter on September 16, 2024 it was evident that they put in the wrong replacement fiber padding in the couch and the color still doesn't match. **** Beatty Furniture continues to say that it does match, but I am attaching photos showing that the end chaise is a different color. I informed **** Beatty that I was not satisfied with the repair. In response, they advised that another layer of padding could be added but it may be too much padding in the couch.

  All I want is the foam that is in the other seats, and if this was a new chaise that was installed, shouldn't It look and feel the same as the other seats on the couch? 
  

  On October 3rd I was informed that foam was added to the chaise. Of note, there is a discrepancy in their response on the timeline of when this was completed. I went to inspect the repair on October 9th and am attaching photos of the couch. The repaired chaise is still a different color than the rest of the couch. In addition, the repaired chaise sits higher than the rest of the couch and has a gap in the corner from the repair job. 
  

  This has been an ongoing issue since June 2023 when I purchased the couches. The couch I received was defective and despite multiple repair attempts it's still not in acceptable condition. I am being told I can either accept the couch the way it is or pay $100 a week in storage fees which feels threatening given the circumstances. I will not accept a defective couch that hasn't been repaired to the new condition it was supposed to be in at the time of purchase. This entire situation has been a nightmare for almost 1.5 years now and it is evident that the company is not able to repair the couch to the condition It is supposed to be in. 
  

  I am requesting that J.M. Beatty Furniture Inc. return both couches for a refund. The product I initially purchased was defective and instead of receiving a new replacement product, *** Beatty Furniture **** has unsuccessfully tried to repair the product. I should not be forced to accept a product that has been inadequately repaired. 
  

  Additional photos and proof of dates/encounters can be provided upon your request. 
  

  Sincerely, 
  

  
  

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In June 2023 my husband and I purchased two new couches from J.M. Beatty Furniture Inc. in *************. At the time of purchase we were informed that there were 2 floor model couches and 2 couches in stock. We proceeded with purchasing the 2 couches that were in stock. The couches were delivered on June 18, 2023. Of note, these couches had tags on them that were to be removed by the purchaser. Upon delivery we noticed that there was a tear in one of the couches, on the left side chaise. Both couches were returned to the store and new couches were ordered on June 23, 2023. 
  
  The second set of new couches were delivered on September 23, 2023, with no tags on them. Upon receiving the couches we realized that the left side chalse on one of the couches was loose and the foam in that seat was different than the other seats on both couches. We notified **** Beatty Furniture of this in December 2023. In January 2024 a new seat chaise was installed, but the foam was still different than the other seats and the color did not match. The repairman agreed that the color didn't match. We were told that another seat chaise would be ordered so another repair could be completed. While waiting for the new seat chaise to be installed, the foam in the repaired seat started to collapse into the couch. 
  
  The couch was picked up in August 2024 so a new chaise could be installed. Upon inspecting the repair with my daughter on September 16, 2024 it was evident that they put in the wrong replacement fiber padding in the couch and the color still doesn't match. **** Beatty Furniture continues to say that it does match, but I am attaching photos showing that the end chaise is a different color. I informed **** Beatty that I was not satisfied with the repair. In response, they advised that another layer of padding could be added but it may be too much padding in the couch.
  
  All I want is the foam that is in the other seats, and if this was a new chaise that was installed, shouldn't It look and feel the same as the other seats on the couch? 
  
  On October 3rd I was informed that foam was added to the chaise. Of note, there is a discrepancy in their response on the timeline of when this was completed. I went to inspect the repair on October 9th and am attaching photos of the couch. The repaired chaise is still a different color than the rest of the couch. In addition, the repaired chaise sits higher than the rest of the couch and has a gap in the corner from the repair job. 
  
  This has been an ongoing issue since June 2023 when I purchased the couches. The couch I received was defective and despite multiple repair attempts it's still not in acceptable condition. I am being told I can either accept the couch the way it is or pay $100 a week in storage fees which feels threatening given the circumstances. I will not accept a defective couch that hasn't been repaired to the new condition it was supposed to be in at the time of purchase. This entire situation has been a nightmare for almost 1.5 years now and it is evident that the company is not able to repair the couch to the condition It is supposed to be in. 
  
  I am requesting that J.M. Beatty Furniture Inc. return both couches for a refund. The product I initially purchased was defective and instead of receiving a new replacement product, *** Beatty Furniture **** has unsuccessfully tried to repair the product. I should not be forced to accept a product that has been inadequately repaired. 
  
  Additional photos and proof of dates/encounters can be provided upon your request. 
  
  Sincerely, 
  
   *** And ***** *********

  Customer Answer

  Date: 10/23/2024

  See attached.

  Customer Answer

  Date: 10/29/2024

  
  Im going through  Blaines report he state the reason for the pickup was for light cleaning and cat hair removel cat scratches . That was not the reason for pick up the pickup was for the same issue that I started with the seat that isnt like the other two !I'm so upset he would lie about this and charge me fees that dont **** relate to what Im complaining about! First off this sofa had defect and why would I pay for pick up when they are responsible for fixing it CORRECTLY! Second why would I have a new couch cleaned e specially a defective one! I dont know how this company does what they do like this is really wrong for handleing customers like this I paid 5570. And they cant do the one thing I ask please put the correct foam and color material in it this is the left side of sofa but it appears on right side in pictures I sent thanks Peggy 
  

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  Our furniture was delivered on 8/29/22. During delivery the workers were extremely rough with our furniture, one tossed our recliner onto our hard floor in our new house that we just bought resulting in a scratch. When they brought our sectional in they would not put it where we wanted it. I told them not to put the clip in to hold it together because we were going to move it to where we wanted after they left. The worker proceeded to try to put it in and broke it. The next day my fiancé called to tell the owner, Blaine that we needed a new clip as ours had been broken by his worker. We also told him about our scratched floor. He was very unconcerned by this and told us they are “cheap plastic clips” that break all the time. Told us he’d be in contact with us to get us one right away. Two weeks go by and we’ve heard or seen nothing. Call to check and a receptionist tells us Blaine is not there but they don’t have them in stock and have to order them. Which is okay but would’ve been nice to have been updated like he said. We say we’d like to talk to Blaine and were told he’ll call us back the next Monday. He never calls. We call him and he says they in fact do have the clips and he was sending us one in the mail that day (though it had already been over two weeks). It has now been another 2 weeks and we have yet to receive anything. Blaine is never available or there when we call and no one ever knows what we’re talking about to help us. We were given a tracking number by the receptionist to a package that was delivered in North Carolina (obviously not our package) to get us off their backs. Our sectional sits on hard flooring and slides around constantly when we sit on it. We should not have to call and check on a business every week when it was their fault a piece of our brand new furniture was broken and our new house was damaged. Very disappointing that they just wanted the sale and now will not be bothered to help fix what their employees damaged.

  Business Response

  Date: 10/07/2022

  RE: ID ******** -the delivery of a chair and sectional to ******* ****** & ***** ******** 

  According to our delivery men when they took the chair in the house they were instructed to set it by the doorway as the consumers did not know where they wanted it placed in the room. The chair was never moved by us after it was set down. When the sectional was taken in the house they were told where to place it in the room. The two pieces fit nicely. When our delivery man was putting the connector clamp on it snapped and broke. The delivery man told the consumer we would get him a replacement and the sectional was ok to use as it was a tight fit. When our delivery men are finished with a delivery they ask the consumer to sign off if everything was ok and if not to note it. The slip was signed and nothing noted on the form re: scratching the floor. If the chair was set at the doorway and the sectional was carried in and set in place it would be hard to scratch the floor. (see enclosed copy)

  Blaine, who is the manager not the owner, was planning to take the clamp to the consumers house when we went to the area again which was going to be within a couple weeks. The consumers opted not to wait and asked for the clamp to be mailed. 
  

  The clamp was mailed on September 14, 2022 via USPS. We were surprised when the consumer called a week later stating it had not been received. We looked up the tracking number on the USPS tracking service and found it was in North Carolina and looping between Charlotte NC Distribution Center and the Mid Carolina-Charlotte NC Distribution Center facilities. We gave the consumer the tracking number so he could also track the package. We contacted the post office where it had been mailed from and they made 4 phone calls to the NC facilities attempting to get the package back to the Cool Spring Pennsylvania address. Even with that call the package continued to loop. It finally was delivered to the consumer on October 1, 2022.

  We did not intentionally mail it to NC. Our local post office is obtaining pictures of the package to verify it was addressed to Cool Spring, PA and not to an address in NC. The postal service "technology" sent it to NC. We did every thing we could to locate the package to get it to the consumer. We did not call the consumer on a daily basis as he was told we were working on it and we gave him the tracking number so he could watch its whereabouts. 
  

  If we had had any extra clamps at the store we would have gotten them to the consumer. We wanted him to have the clamp as much as he wanted it. 
  

  The postal service caused the delay not the store. 
  

  J.M. Beatty Furniture Inc.