ComplaintsforFactory Furniture

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/15/2023 I purchased a Universal L shaped sectional from Chris K***. It was 1899.00 plus tax. I had a uhaul trailor I had rented and Chris and his employees loaded the sectional and mattress. When I got it home I attempted to link the sectionals together with the mounted hardware alligator clips that were attached underneath the sofa, unaware that they were actually two of the same and that the sofa was defective and had the wrong piece so the sectional would slide. The sofa had a plastic cap on the one leg support with a nail that badly damaged my wood floors. Ive attached pictures for your review. I texted, called numerous times to the store and to Chris's personal cellphone and he would not contact me. I spoke to Mike several times when I called the store trying to reach Chris K***, my salesman. Chris finally on 8/19/2023 returned my phone call. I explained to him in depth what had happened and he said I'll send you pictures of what the connectors under the sofas look like and how they link up. He sent pictures and we sent text messages with photos showing how we have a defective sectional and that it badly damaged my wood floors. Chris said I'll send you the correct piece you can screw it under the sofa and i'll send you some felt pieces so the legs won't scratch the floor. I sent him photos and text messages showing him how bad the damage was and he never responded. He acted so nonchalent and ignored our concerns. I would like a full refund, and for them to pay for the damage to my wood floor. They loaded this sectional and should have seen they were defective , this would have kept me from encountering all of this disappointment and damage.

  Business response

  08/30/2023

  Dear customer, I'm sorry to here about all the issues you've had in your recent move. It's Unfortunate this couldn't have been a better experience for you and your family. When customers choose to pick up items instead of having them delivered it is difficult for us to know if there are any imperfections, especially if there is original packaging on the product. As I respond to this, we have already picked up the sectional and refunded your money. As mentioned in our previous phone call please send me an estimate of repair for the scratches on your floor. I will forward it to the manufacturer for review. If you have any Questions please call 864-********. Please understand phone numbers attached to photos are not usually monitored. Be sure to call during business hours [Monday - Friday 10am-6pm]. Email [**** ******************.com] responses usually within 24 hours on Monday thru Friday.  Sincerely, Chris K.

  Customer response

  08/30/2023

  This BBB complaint was filed prior to you responding to my complaint, I had sent you text messages and you didn't respond so that is the reason I filed with the BBB. If you remember you had no availability within our needs to get us the sectional delivered, therefore we rented the U-Haul truck and you and your employees loaded it.  You have picked up the sectional and that is behind us.  I appreciate that, I have been trying to find a wood flooring company to come give me an estimate. There scheduled far out, I will forward you the estimate when I receive it. Thank you!

*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. ↩