ComplaintsforBachman Furniture

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, we purchased a couch from BACHM ANS, and it turned out to be defective. It has uneven, faulty padding; very wrinkled fabric; poor support, and a very inconsistent surface that doesnt spring back after sitting on it. We are shocked that BACHMANS had provided horrendous customer service with us and defective products. They sent two technicians to our home to examine the couch, each on a separate occasion. They told us that one was their employee and the other was a third-party technician. In both cases, the technicians determined the couch had significant problems. We thought it would be our forever couch. We received it in June 2022. It cost almost $7,000. We called BACHMANS to express concerns less than a week after receiving the couchand now its been months of them dragging their feet with poor, contradictory and unprofessional communication. Finally we were told by one sales associate that we could exchange the defective couch for a new one which is what we wanted. Two days later the sales associate called back, saying Mr. ********************** found out what she was doing and now we had to take a different direction. It could no longer be exchanged. It is completely unclear to us how a high level sales associate can tell us we can return the couch for credit and then call back two days later rescinding that solution. She told us to dispose of the couch ourselves which we could have done during the 2 days.They required us to take photos of the couch to send to the manufacturer and yet refused to tell us who the manufacturer is. They stand back as if they are simply middlemen in this deal. One sales associate said their policy could seem "arbitrary" if every manufacturer handled things differently. They said we had to let the manufacturer try to repair it, picked it up and gave us a loaner couch with large rips in, bad smells, dog hair, and missing parts. Given how bad the couch is, we have no faith in the manufacturer and want a new manufacturer.

  Business response

  11/07/2022

  BACHMAN FURNITURE
  1741 *********************************************************************************   ************
  
  11-06-22
  

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

  *********, ** 53214

  RE: 18290759
  
  Dear ********************,
  
  This customer posted on numerous platforms to include the Better Business Bureau, regarding a sectional comfort issue. What is not being mentioned on these platforms is that the purchase is being currently and actively serviced by Bachman Furniture per customer request. Each review misleads that no service has been offered for the purchase. This service predates these posted reviews.
  We require photos or video to show any issue with any product purchased. Such a request of photographic submission should not be taken as problematic or unusual. This is a standard practice when an issue presents on an item.
  The photos show some fabric wrinkling along seams, which is very normal for fabric. It does not negate the quality of workmanship. The manufacturer, however, did point out that the impressions in the armrests do not show normal use. These issues show customer damage, not defective material.Despite this, in the interest of our high level of customer service, ********************** has agreed to service the sectional.
  We have absolutely gone to bat for these customers to work in regards to a warranty repair: we currently have the sectional being serviced with new materials in production. Working in conjunction with the manufacturer (whom **** worked with for over 68 years) and an independent repair company, we hope will improve the perceived comfort of the sectional for this particular customer. We,unfortunately, cannot accommodate buyers remorse, which the customer has inadvertently admitted to by saying numerous times how they wish to reselect a different piece of furniture.
  The customer requested and was given a loaner sofa. Loaner furniture is not something typically supplied for furniture. Bachman Furniture went above and beyond to meet these customer's demands. This customer even complained about their loaner furniture!
  Photos have also been presented in reviews questioning a part that was made in *****. The photo supplied by the customer shows a power adapter to a power reclining sectional. Small electronic components are made in *****, and the electronic components of the customer's power sectional,specifically the A/C power adapter and cords that the customer took photos of found under the seats of the sectional have these labels.
  By performing a service based on the customer's request,shows that we are standing behind our products. Bachman Furniture has responded to the customer concerns and are actively servicing this purchase.

  
  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am pretty easy going and not one to write bad reviews, but I was very disappointed with management, very deceitful and lied. Ordered 3 leather sofas. All of them had defects. 2 leather sofas I let them come and repair in my home after it was delivered because they wound not reorder them. The leg on one of the sofa was defected and placed wrong during manufacturing. And the 2nd sofa had a tear in the back. The repair on the tear on the 2nd sofa you can tell it was glued over and looks bad. The third leather sofa which I waited 8 months for came later and also had a tear on the back. I did not accept the delivery for the 3rd leather sofa and requested my money back for the third sofa. I paid a lot of money for the third leather sofa. Management knew about the tear, but decided to hide it from me and delivered the sofa anyway and told their delivery men that I was okay with the tear. Management was hoping I wouldn't see it, how deceitful. Now they are saying I cannot refund or return because they have the right to repair. When you buy something new, you expect it to be new and free from damage, especially free of tears in the leather furniture. I already accepted 2 furnitures that were damaged. I don't expect all of them to have damage. Management said I would need to speak to the owner. When I asked them to connect me with the owner, they refused. Be aware when buying from here. I can understand that a company may not have control of defects or damage from manufacturer, but having to deal with dishonesty is really disappointing and frustrating. We have bought furniture from many places for our homes. By far this is the worse experience. Management does not care about Loyal Customer satisfaction. Hopefully they let the owner know about my concerns and I hear from the owner as they promised initially so I can voice my concerns. I am requesting to get refund for damaged sofa.

  Business response

  08/26/2022

  Dear ******************* and the Better Business Bureau,
  We are sensitive to the fact that the customer had more than one issue with an items bought from our
  design studio. We also would like to point out that they were and are being remedied. One issue was
  where the item shipped did not match the manufacturers own specifications, and when this was
  discovered, the was solved with by our customer service department in conjunction with the service
  department of the manufacturer. The field service was performed by a furniture repair professional at
  the behest of Bachman Furniture and paid for by Bachman Furniture.
  

  We also want to be sensitive that the customer did have a longer than anticipated wait for the sectional
  to be available to deliver. Furniture manufacturing is only just beginning to see better timeframes from
  Covid-affected production timeframes that absolutely increased from the norm, up through the last
  quarter of 2021 and into 2022. We have only just turned the corner in above average manufacturing
  timeframes, and the last two years of production for the receiving of goods, specifically here in Ms. *********** case--a sectional-- this European product did take some months for production and
  international shipping. We want to get this item to the customer now as timely as possible, but it has
  aesthetic freight damage and have had a furniture tech professional service scheduled since it was
  unpacked for delivery.
  

  We are operating under the Customer signed contract and Customer signed Terms and Conditions which
  states that Bachman Furniture has the to repair non-conforming goods and we are diligently still
  working to present the customer the sectional that has minor freight damage with commercially
  conforming goods. Any issues with the items purchased by the customer have and are being addressed.
  We are very sorry that there were these aesthetic issues with some the goods exist, and we appreciate
  **************** bringing them to our attention. We do our best to resolve issues, and in this case with the
  sectional in question, we are still actively working on its remedy.
  

  Thank you,
  Bachman Furnitur

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  see Attached document

  Bachman delivered two chairs and sofa on Sept 14 
  The chairs were immediately refused and put back on the truck. The fabric on one arm of each chair was sewn on an angle causing the arm rest to pulled and creased 
  The sofa sits rock hard nothing like the sofa we sat in the showroom. We bought the sofa because it was comfortable. Our sofa is not comfortable. We ordered a shorter sofa in a different color leather- that being the only difference. Bachman misrepresented the product, The specs (Bachman has not told us the length and height) might be correct but they refuse to address the sitting area. They sent the delivery man He looked and bounced twice on the sofa spending less than 5 minutes in our home. He would not tell us his opinion. Only by comparison with the sofas side by side can the rock hard area be addressed. 
  We order a Ciccio and received a different model. When asked the same manufacturer Bachman stated repeatedly that this a private label and they could not disclose the name. The manufacturer of our model does not have a Ciccio model. 
  We ordered two chairs and one sofa on the same device and I would expect. I contacted Bachman 12 times within a month by emails and in person their showroom. They avoid meeting face to face. 
  

   

  Business response

  12/10/2021

  BACHMAN FURNITURE

   **** **** *** **** ****** *  ********* ** ***** *  ************ ********
  
  ****** ******** ****** ** ********* ***** **** ****** ***** ******** ********** ***** **** ********** ****** ***** *** **** ***** ** *****
  
  *** ******* ******** **** ****** ******** **** *** ******
  
  Please be advised this letter is in response to your letter dated November 4, 2021. The issue that Ms. ******** is complaining about is the sofa and two chairs she custom ordered.
  
  All customers sign an invoice otherwise know legally as a contract, which contains all terms and conditions. These terms and conditions are clearly stated in writing on the contract. When a customer signs the contract, they are legally bound by the terms and conditions of said contract. See enclosed Exhibit 1. We further thoroughly inspect all merchandise before delivery to confirm they meet both our high standards and those of commercial standards in our industry.
  
  The first issue to address is Mrs. ******** refusal of the ****** chairs. Bachman’s has been holding them in our warehouse since the day of attempted delivery. We stand willing and ready to deliver them.
  
  They have been inspected by five warehouse personnel, myself, the manufacturer’s local representative and the national manager. Cumulatively, we have over 150 years of experience and have firmly concluded that there is absolutely nothing defective with her chairs whatsoever. They are manufactured to commercial standards and other than her custom fabric selection, look exactly like all the other ****** model chairs we have successfully sold, including the ones on our showroom floor from which she made her selection.
  
  The chairs have a solid fabric and are all properly sewn and manufactured. The arm does not “extend beyond the back frame” nor is the arm rest “pulled and creased” beyond normal standards as Mrs. ******** erroneously states. We have further attached pictures for proof. See exhibit 2. These chairs 100% conform to commercial standards and are in no way defective. The photos clearly validate our position. In the end, although it may not be exactly what Ms. ******** demands, there is nothing that can be done about it. Simply put, it is just the way they are built.
  
  Complaint number two states the sofa “sits rock hard” and is unlike the sofa she sat on in the showroom. This is false. This sofa model has been manufactured to the same standards, foam density, materials and specifications. It cannot “sit different” if it is manufactured using the same materials specifications and standards as the hundreds of others that have been successfully manufactured and delivered to date. There has not been a single complaint about any of them. It was thoroughly inspected and approved prior to delivery by five personnel. In addition, our service tech went to Mrs. ********’s house to inspect the sofa. He concluded it was the same sit as the 100+ other sofas we have inspected and delivered with zero complaints.
  
  This is another case whereby we cannot fix what is not broken. We could deliver a thousand more sofas of the same model and they would all sit the same. Most importantly, it sits identical to the floor model upon which was the basis whereby she made her selection.
  
  Mrs. ******** maliciously states we “misrepresented the sofa”. This is completely false. She purchased the same model as an apartment sofa that we have on our showroom floor, thus there was nothing to misrepresent. She chose the cover, she chose the model, and we have delivered exactly what she ordered­--commercially acceptable furniture per the signed contract and per our requirements under Wisconsin law. We have included photos of our showroom models from which Ms. ******** choose her purchase. See attached photos Exhibit 3.
  
  It is a well-known fact that furniture does wear in over time, and of course is most firm initially. This is common knowledge and very much standard in our industry.
  
  All items definitively fall within the parameters of commercially acceptable. The specific reason Wisconsin courts use “commercial standards” and we have the term “commercially acceptable” is for cases like this whereby someone’s own unique preferences cannot be met by reasonable means. This is the situation we are faced with.
  
  It should further be noted that we have instructed Mrs. ******** that all communication must be via email. She is not allowed back into our showroom due to odd and erratic behavior. We had several customers complain about her behavior when she came into our store to voice her numerous complaints. She visited our showroom several times and exhibited odd behavior that made customers and employees uncomfortable. This is why we will not meet face to face with her anymore.  Upon Mrs. ********'s instructions, we will deliver her two chairs or she may send someone to pick the chairs up. 
  
  Thus, we feel we have met reasonable level of expectation for customer service and feel confident that you will close your file without further incident. If you have any further questions, please feel free to contact the undersigned.
  
  ********** ****** ******* ******** ** *** *** *********

  
  

  Customer response

  12/30/2021

  ****** ******** *******
  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.
  
  

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

  I reject the settlement if there is one.   My husband and I went to the store twice trying to speak with ******.  I was told she was in a meeting.  I  stated I could wait until she was free.  I was then told she would be in the meeting ALL DAY.  We went back again hoping to talk with her.  She was not there so we decided to sit on all the sofas again to be sure the one we ordered was correct.  This took a while since they have a large selection of furniture.  I don’t believe that is “odd” behavior.  I have never been told that I had to communicate by email nor that I am not allowed in the showroom.  Bachman refused to speak with me from the beginning.

  
  

  
  

  Business response

  01/07/2022

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

  In this 2^nd letter to the Better Business Bureau in regards to Ms. ********, we will try to address her multiple incorrect and misleading statements.

  It is true that Ms. ******** had called and had come into the store very often, and has spoken in person to all sales staff members multiple times. She spoke with over 5 sales people, warehouse personnel, our lead service tech and has spoken with the customer service manager. No one avoided speaking with her--to say so is a misleading statement.

  Ms. ******** also fails to mention in her letter to the BBB is that every time she requested to set up an appointment to talk, her requests were met. In fact, she has spoken with Bachman Furniture employees dozens of times. Dates were set up with the times the customer needed to work with her schedule, and she was called when asked; documented via emails. She also requested a warranty and was both emailed and mailed the warranty upon her request.

  In regards to signatures, all original signed customer documents obviously remain with the company, and were presented to the BBB with other documents. Customer receives a copy of invoice. Customer is not required at time of purchase to sign their own receipt copy, only original documents.

  As far as the sofa, customer states “no personnel checked sofa for sitting hardness…” continues this series of fallacious statements. The furniture inspection process begins with the manufacturer’s quality control team, and then in house by 3 different Bachman personnel. Cumulatively, they have over a century of experience in this industry.

  Additionally, when the customer complained about the sit of the sofa, we sent our lead service tech to the ******** residence on 09-29-2021 to do a service visit/inspection. He arrived at 10:15 and left at 10:22, and the customer refused to sign our document that the sofa was inspected. It is important to note that our service/inspection form does not state or imply validity or non-validity of issues, but simply that an inspection occurred and what was inspected. The salient point is that the manufacturer and Bachman Furniture service team has inspected and deemed these items 100% commercially acceptable, and other than being brand new, are identical to the floor model in which Ms. ******** based her decision.

  The term “commercially acceptable” was invented specifically for situations like this. Goods are made in accordance with industry norms and standards, not one person’s individual demands and opinions. As long as the item conforms to, and is similar to all other items the manufacturer and similar manufacturers sell, the product is commercially acceptable. This is to prevent specifically what is occurring in this case. The sofa and chairs were built to the specifications upon which Ms. ******** made her selection. This has been confirmed by the manufacturer’s Quality Control team, the manufacturing representative, the manufacturer’s National Sales Manager, our lead service technician, myself, and 10 other Bachman personnel.

  The manufacturer states they could build the customer 100+ other sofas and chairs, and they would all look and feel the exact same. We have sold hundreds of these to customers with zero complaints. We reiterate, we cannot fix what is not broken or defective.

  It is store policy that all items must be paid in full before being delivered to customers’ homes. This is not odd, but how Bachman Furniture has functioned for decades, and how all furniture companies, whether they are brick and mortar or internet-only, operate. Bachman Furniture has been staple for furniture and design in Milwaukee for over 101 year and we stand willing and ready to deliver the chairs ordered by the customer.

  Unfortunately, after over a century in business, we have learned that some people will never be satisfied no matter how much effort we put into it.

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

   

   

   

  Thank you. 

  Customer response

  01/14/2022

  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.
  
  SEE ATTACHED from consumer outlining the rejection and time line of events- Bachman Furniture Forged my signature 
  
  Regards,
  
  ******* ********

*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. ↩