ComplaintsforB F Myers Furniture Company, Inc.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a sectional couch and a complete coverage warranty in July 21, 2018. This complete warranty was highly suggested during the process of working with a salesperson. We discussed the warranty multiple times and were told that the warranty covers any damage to the furniture, especially failure of the product, but also including accidental damage. The warranty includes replacement/refund of the purchase price. Based on that, we ultimately worked with our salesperson to select our options and we placed an order for the sectional. The sectional was delivered two months later and it was installed by the delivery people in the location we indicated. Within a month it was determined that the seat cushions were failing and had to be replaced. From that point, the sectional has continued to be very well cared for including rotation of the cushions, etc. At no point has the sectional been abused or misused, including no "roughhousing" or otherwise.Earlier this year, (easily still within the warranty) we began to hear squeaking, cracking, and other sounds from the furniture. The sounds continued to increase to a point where it was obviously a sign of a major issue. The arms on both ends of the sectional began to separate from the frame, springs started failing and/or popping out completely (hitting the floor), and we noticed other places where the frame was failing. We have also found broken pieces of wood, splinters, shavings, etc. in certain areas. We contacted the warranty company and (after several attempts) we were told that someone may attempt to patch some of the issues, but that the furniture could not be satisfactorily restored due to the frame issues and the fact that certain fabrics, etc. are no longer available. We have continued to reach out to the warranty company, but the company is no longer responding. We have also reached out to ********************* regarding the major defects with our sectional and have not received a response.Purchase Price: $3,573.57 Sales Order: *******

  

  Business response

  12/16/2022

  I emailed the following to ********************. 

  ****************,
  ******* informed me that you would like to communicate via email going forward, so I just wanted to reach out to you and let you know I received your complaint with the BBB. I have contacted ******** and our **************** team to see what we can do to help. I see that we delivered your Craftmaster sectional to you in Sept of 2018. On our notes, it looks like the we replaced the wedge and the pie wedge cushion cores in Dec of 2018 and then came out to replace the rest of the seat cushion ************* in Feb of 2019 as well. 
  
  In your message, you mentioned that you had reached out with both with ******** and with us and hadnt received a response. We do not have any record of any communication with you since we gave you the requested quote to order seat casings in August of 2019. Do you know who you spoke with? Ill be happy to follow up with them.
  
  As far as following up with ********, we received their report after coming out to your home. Since they are an accident plan-  they cover accidents as they happen. You filed 3 different claims at the same time, which normally they would not be able to assist with all at once. However, they want to help you and went above and beyond- they agreed to fix each of the claims! In your message you mentioned that the warranty includes replacement or refund of the purchase price- ******** has not ever offered that as their warranty. They repair the claims filed, and if they cannot repair for whatever reason- then they replace if necessary at that point. The great news is- the sectional you bought is a great selling frame for both Craftmaster and for B. F. Myers. We have sold hundreds of skus of the F9 series (the sectional you have) and have equally as many happy customers with them in their homes. Part 2 of the good news is that the fabric you chose has been a great seller for Craftmaster because they still have it available- most of the time they will introduce new fabrics and drop older ones, but this one has been a winner so they have kept it around! All this to say, it should be no problem for them to repair the claims you filed because both the frame and fabric are still current.
  
  I understand the file is still open and ******** is awaiting to hear from you to allow them to move forward with resolving the stated concerns. We would recommend doing so, as there would be no cost to you in doing so. 
  
  Please let me know if I can assist with anything else!
  
  Thanks,

  *******************************

  

  Business response

  01/20/2023

  We sent the following email to **************** on 1-14-23 at 2:59pm and have not heard back:

  Ms. ******,
  
  We have been in communication with ******** on your behalf and Craftmaster. We would like to ask you to schedule a time to either come in or call in to discuss your options with ***, the owner. He is the one that has primarily been in communitcation with both Craftmaster & ******** on this matter. You can either respond to this email a couple day/times that work for you, or call the store at ************ and ask for *******
  
  Thank you,
  
  *******************************

   

  Customer response

  01/22/2023

  Complaint: 18568270
  

  ********,

  We can meet with *** either Wednesday the 25th after 4pm or Friday the 27th after 2:30pm. Do either of these time frames work?

  
  I am rejecting this response because: we have not yet come to a resolution. 
  
  Sincerely,
  
  ***************************

  
  

  

  Business response

  01/23/2023

  Friday the 27th at 2:45 works! Please confirm that works with you. You are welcome to respond to BBB or ***** direct extension is ********************. When you arrive just ask for *** and whomever greets you ***************** him for you. 

  Customer response

  01/24/2023

   
  Complaint: 18568270
  
  Perfect, thank you! We will see *** Friday at 2:45.

  
  Sincerely,
  
  ***************************

  Customer response

  02/01/2023

  We have come to an agreement. BF Myers will be picking up the couch on 2/8/23 and then process a refund to the card I used to purchase the couch. Thank you!

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchases 2 couches and a recliner in summer of 2018. We paid for a 5 year warranty after speaking in detail about the warranty. We were told the warranty would cover ANY damage to the merchandise. We were even quoted "even if a child stabs it" it will be replaced. In September of 2021 (3 years into our warranty) we noticed the recliner starting to peel. We submitted a claim and was denied because they do not cover wear and tear. We called B. F. Myers directly to see if this was a mistake. We were told, it would not be covered. We sent pictures of the peeling from day one we noticed to a few days later. It had gotten worse. We were told that B F Myers backs up their product yet they were not willing to honor a warranty. The product is not made well if it peels and flakes within 3 years. This email, ******@bfmeyersfurniture.com, is the one we were responding too. (9/30/21) I reached out again a month later with new pictures of how bad it has gotten. The company did not respond. They refunded the warranty but that is not what we want. We want to honor the warranty and fix the recliner. For a business to tell us they stand by their product yet they product is not lasting, says to me they don't stand by their product. The product was purchased under ******* ****** XXX-XXX-XXXX. The pictures below are in order. 1st picture when the flaking began (9/21), second picturee when it got worse and I reached out again to B F Myers (10/21) and last picture how bad it has gotten (1/22)

  

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/24) */ The protection plan is to cover any accidents that occur, so yes- if a child stabbed it, it would be covered. That is a one time incident. Overall wear and tear of the product is not covered under the protection plan and we do not sell it as such. We did refund the amount you paid for the protection plan because you stated you were under the impression it'd be covered, and it isn't. We would love to speak with you about resolution and will be reaching out to you shortly. Thank you. Consumer Response /* (2000, 9, 2022/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) New product has been delivered.

• Initial Complaint

  08/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/10/19 purchased **** ******* Sofa & Love Seat along w/ ********* 5-Year **** Complete Advantage Plus warranty plan. Seats on both pieces were breaking down, contacted BF Myers, told to contact ********** Rep from ********* came out 4/15/21, stated would send material to repair then come back & repair. On 6/23/21 ********* called w/ 3 options: $690 ck, replacement or replacement keep defective pieces & pay ********* $570 via credit card. BF Myers & Guardsman agreed to replace Soft & Love Seat and ea. pay 50% of the above warranty plan on the replacement pieces delivered 07/14/21. Noticed cushions packing down (near to wood). On 07/22/21 contacted **** *******, told to contact BF Myers who after numerous calls sent Paul 8/4 who looked at pieces, stated "normal wear". Now stitching coming loose and hard seats.

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/08/30) */ Mr *******, as we have had made several attempts to exchange and service the pieces you have in your home-and you are still not satisfied, we agree that refund will be in the best interest for you. As our tech stated, that there was nothing except for normal wear and tear shown on the pieces in your home- there's nothing else we can do at this point. Our CS team will be contacting you for a date of pick up. Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The above statement by the business is false as they have not make several attempts to service/repair the pieces. To have filling pack down in a few days is not normal wear. We now have a chair that was purchase at the same time from BF Myers with the same ********* plan and are concerned of its quality along with the fact that the extended warranty if needed will not be honored. There are numerous complaints regarding Guardsman that can easily be found which was brought to the attention of the owner. He did not seem the least bit concerned. We do agree with a total refund however need to know the exact amount that BF Myers is agreeing to and expect to have the refund at the time that the defective merchandise is picked-up. Please note that pick-up can not be done until after 9/16 and needs to be late weekday with ample notice. All further correspondence will only be accepted through this portal. Business Response /* (4000, 16, 2021/09/13) */ We will schedule your delivery for Friday, 9/17/21 or Tuesday, 9/21/21, last stop of the day. We can't guarantee how late it is because our guys get off between 5 - 5:30 p.m. and you live in ********** You paid $2,761.84 and the ticket I've emailed 3 times states we are refunding $2761.84. A check will be brought day of pick up. please advise if you want friday 9/17 or Tuesday 9/21. This is as much notice as we can provide. You will get a text, email and/or phone call the day before delivery between 4-5:30 with your time frame. Please advise through this portal only which will be the best of the 2 days for us to pick up. Consumer Response /* (3000, 21, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pick-up (with full refund check) can ONLY be done Tuesday, 09/21/21 AT OR AFTER 4:30PM Business Response /* (4000, 23, 2021/09/20) */ We will be there tomorrow at 4:30 with the refund check.

• Initial Complaint

  06/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from B.F. Myers on 9/5/20. The furniture I purchased has/had a powderpost beetle infestation. A pest control company confirmed the infestation in 3 pieces of furniture in my house and the infestation has not currently spread. The furniture came from 2 different manufacturers ******** and ******* but both confirmed the furniture was manufactured in ******** I did visit their store in person and although I am not a pest control professional I did observe multiple pieces of furniture on their showroom floor that have signs of powderpost beetle infestation similar to the furniture in my home. I would like to ensure that this business is not importing invasive species. I would like to be compensated for the pest control services (past and present) required to ensure I don't have an ongoing infestation. I would like a refund of the purchase price of the furniture.

  

  Business response

  06/24/2021

  Business Response /* (1000, 8, 2021/06/18) */ We have been in communication with the customer and although no liability has been established on the part of the manufacturers we represent or our company, and in fact we know any statements about wood beetles being in any product in our store are false; we determined to work with the consumer and make every effort we could to meet their request. That request being we pick up 3 pieces of furniture in question and we have since done so, and refunded the purchase price. We understand and expect the situation to have reached final resolution.

• Initial Complaint

  05/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a couch and two chairs in December 2020. Couch was delivered 2/26/21 and was assembled in my living room by BF Meyers delivery employees. The couch (a sectional) will not stay connected - the slightest moving or the act of sitting on the couch will cause it to shift too close to the wall or cause one section to disconnect from the other. They sent a "technician" to look at it in early March but he just said that how it's supposed to be. We had painters in last week and they had to move the couch away from the wall. They could not get it re-assembled. My wife and I spent over three hours last night trying to get it re-assembled - we cannot get the sections to fit. I called this morning at 9:15a and spoke with Gordon Cox (customer service manager) and he indicated a technician would be calling me. This is a problem with this company as they promise a call back and never deliver - we are still waiting on our chairs which were promised to be delivered in April.

  

  Business response

  05/12/2021

  Business Response /* (1000, 8, 2021/05/08) */ Mr. *******, I am sorry that it was difficult to re-connect the sectional after the painter disassembled it- but I am so glad to hear that Bob and Luke were able to come out yesterday and get it squared away for you! It sounds like they were also able to secure it so it no longer moves around on your floor. We look forward to getting your chairs in as quickly as possible and appreciate your patience through the industry-wide delays we are facing! Thanks again for your business. Consumer Response /* (2000, 10, 2021/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have now used the couch through te weekend and it appears to be functioning as it should. We are also impressed by the effort they put into making it right.

*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. ↩