ComplaintsforPerfect Home Furniture (Calgary)

• Initial Complaint

  15/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a 3seater leather couch and two seater loves seat and ************* has a damage on the right arm. I noticed it right after I opened and assembled the loveseat. I called the store to complain and they told me to contact here.

  Business response

  19/01/2024

  I think directing the customer to ******************** was a misunderstanding.  Regardless, we've since been in contact with the customer and she has been refunded an agreed amount to keep her product as is with the damage/defect that was reported.  This case can be closed.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a fabric sectional, a leather couch and leather loveseat from Perfect Home back in August 2023. The fabric sectional had two extremely obvious stains and marks at the time of delivery (***** week of September 2023). While opening the boxes for the leather couch and loveseat it appeared that the box was previously opened as the packaging for the electrical cords were unraveled and bunched together. The wrapping also appeared to have been taped back together again. Worst of all was finding punctured holes and substantial scratches on the leather couch.I brought these issue up to the delivery crew at the time, but they advised me to contact the warranty team as they are not able to help us resolve the issue. I did so the next day, with a phone call to the the Perfect Home (Heritage). The lady who picked up then told me to go online and submit a warranty claim. Again, I did as they asked. I waited * weeks for the warranty manager to provide a partial response to resolve one one issue. When I asked her to clarify, she then ghosted me. It's been over a week again and still no response or acknowledgment that there is progress being made to resolve the quality issues on the furniture this company sells. Overall I am very disappointed with the amount of damages and issues that these supposedly new pieces of furniture have. Never before have I experienced or purchased furniture that arrived in such poor condition, and the lack of responsibility to resolve an issue.

  Business response

  16/10/2023

  This customer has accepted an offer of compensation to keep their product as-is.

   

  Thank you!

  Customer response

  23/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: only the sectional issue has been settled. The leather damaged leather sofa still needs to be addressed
  
  

   

  Business response

  08/11/2023

  Customer was offered multiple resolution options. 

  1. partial reimburse to keep the product as-is, which she refused.

  2. an exchange for a excellent condition floor model and a partial refund if the floor model was acceptable and the customer refused.

  The customer was only willing to move forward with the repair option. The parts are currently on order and the customer has accepted the repair resolution. The customer will be contacted by a technician once the parts arrive to schedule the repair date.

• Initial Complaint

  28/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fiance and I bought a couch from them * years ago, and the threading on the couch started coming apart immediately. We were shocked that it was already started having issues weeks after buying, especially since it was an expensive couch. But we thought, "no worries! We paid for the * year warranty" - which is supposed to cover anything that could possibly happen to the couch, even replacing it if need be. We now have multiple large rips in the fabric, exposing the filling of the couch, the button threading has popped out in areas, the fabric is pilling, stains (which is covered under warranty) and so many other problems. We've been trying to contact their warranty for * years - starting weeks after we've gotten the couch.

  Business response

  09/10/2023

  After a bit of phone tag, we've been able to chat with this customer and get them pointed in the right direction.  They've been advised on how to proceed with their extended warranty claim.  We are currently waiting to hear back from the warranty company but are happy to work with this customer towards a satisfactory resolution in any way we can.

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  31/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an expensive sectional from them which started pilling soon after. we raised a warranty claim with them and were told this is not covered by warranty and that their fabric sectionals are expected to pill. This is not something to expect when you're paying such high prices. At the time of purchase, this was never mentioned to us even when we specifically asked how the fabric does in the long run. We also had paid for extra warranty since their sales rep had **** such high praises of their extended warranty feature to the point they said that ANY kind of damage to the sectional will be covered if you buy the extra warranty which is why we paid for it. Now they're refusing to stand by both their product and their warranty.

  Business response

  31/08/2023

  It isn't unusual for some fabrics to pill, in some cases fairly soon after the product has been delivered.  This is often caused by excess material from manufacturing.  It can also start to appear over time due to normal wear.  This isn't covered by the manufacturer's warranty or the 5-year protection plan.  In most cases pilling can be remedied by using a de-pillar or a fabric ****** to remove the excess material.  If the pilling is extreme, some manufacturers MAY make an exception within the 1 year manufacturers warranty time-frame.  In this case the claim was submitted well after the manufacturers warranty expired.  I've attached a hot sheet that we use to show customers what is covered by the 5-year protection which does not reference pilling in anyway.  An email would have been sent to the email address on file with full terms and conditions for the customer to review.  This does specify that pilling is not covered in section 7 - "What is not covered"  I've pasted their policy straight from the documentation that was sent to the customer below.  If the customer decides to replace their items, I would be willing to work with them personally and I could likely offer them a considerable discount (difficult to promise anything specific as it all depends on the item they are looking at) as a gesture of good faith as we do appreciate their business very much and would be happy to have an opportunity to make up a favor to them despite the fact that their issue isn't covered.

  It should also be noted that while their claim as been correctly denied by Guardsman (the warranty company), they still have coverage for the remainder of the 5 years and are encouraged to make any other valid claims that *** occur during that time.

  What is Not Covered

  7.4.1. Loose joints, scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches
  on leather.
  

  Customer response

  31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Asking me to pay to replace my sectional is not a solution. Why would any customer buy from you again when you clearly don't stand by neither your products nor your policies and just blurt out anything to sell your stuff? ** *** *** **** *** *** ***** ******* ******* **** *** ********** ******* ***** ******* **** ***** ********* you have an obligation to let the buyer beware. This is not ok to charge such high prices and boast of premium quality when in reality your quality is the worst of the lot. Had we known about this, we wouldn't have bought a single piece of furniture from you.

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

• Initial Complaint

  25/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase of couch Feb. ** 2021 at Perfect Home . The couch was deliver June ** 2022. From the first time sitting on couch I noticed that it wasn't firm as one in store. Me sitting on couch would leave an imprint. This just proceeded to get worst over time. Made warranty claim with no results. Made claim against ******** with BBB Complaint ID #: ******** Palliser Furniture Ltd.This last email: Good day ***************** I have sent an email to the retail store Perfect Home August ** and as today still have not heard back. I did go into the store to look and they didnt have anything even close to the model I have. The salesman *** wasnt able to help in finding anything. Hence me going the route of have my money back. I will be opening a claim in Calgary against Perfect Home as they have not responded to my email. Thank you for your patience and help. Sincerely ******************************* Begin forwarded message:From: ****************** Date: August *** **** ** ******** AM MDT To: ********************** <***********************************************************>Subject: [## ****** ##] Warranty Inquiry *******;Before I begin, once again FYI my name is not ******** please dont use that name when addressing me. As with my last email to you I stated what I could see as different scenarios. How do you think I would be agreeing to what is be offered with your email?The last response from ******** from BBB is that they are shipping out the foam and if Im not accepting then the refunds will be due from the Perfect Home. Im informing you with Perfect Home that that is the direction Im adhering to. Please respond with direction on what steps will be taken place for full amount of my purchase amount and warranty that I have paid. If Perfect Home isnt accepting of full refund of purchase price and warranty amount paid, then I will be opening a claim with Calgary Better Business Bureau also contacting Market Place and local media.

  Business response

  05/09/2023

  This customer has now been offered a refund for her order once the items have been returned to Perfect Home.  We will contact the customer to make arrangements to have our drivers pick her item up.

  Business response

  14/09/2023

  Customer has now been booked to have her items picked up on Saturday.  The refund can take place once the product has been returned.

• Initial Complaint

  29/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sectional from Perfect Home Furniture on ******** *** ****. Unfortunately I found out less than 3 weeks later that I would be moving to another city and would not be needing the couch anymore. I contacted the store and was told the Sales Associate ****** who was a manager was no longer with the company. When I advised the person on the phone that I was moving and needed to cancel the order I was told she couldn't assist but when the new manager started I would receive a phone call. A few days later the new store manager called and refused to assist. She told me this couch is final sale even though it is still in production and has not shipped. It likely was not even in production at the time I initially tried to cancel the order. I asked if I could have a store credit instead as I was moving cities and was again told no. She told me ALL sales are final no exceptions. She refused any solution when I advised I am moving to another city prior to this couch being complete. Essentially there was zero customer service. She wouldn't even offer a return with a restocking fee. At this stage I'm unable to take the couch as I'm moving cities and would like to cancel my order and receive a full refund or alternatively a store credit for the full amount and I will use that towards furnishing my new home albeit in a different city than this store. This custom couch should have been cancelled and I'm certain had a manager been available when I first inquired something would have been done. The couch is still not even made and has no delivery ETA.

  Business response

  01/04/2023

  We've been in contact with the customer and mutually agreed to a full in-store credit without restocking fee.  She was satisfied with this resolution.

  Customer response

  04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  18/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ended buying a sectional from perfect homes for a high price due to then having it in stock. (****** **** * ****** **** ********* *** ** **** *** *** ******). After delivery , the one piece of the sectional was damaged on the corner. I called the store same day , I was instructed to email them and it would be forwarded to the warranty department (here we go) passing the puck with a few hour old sectional. It took warranty well over a week for a rep to call me , they informed me they would have to come and pick up the damaged piece and take back to warehouse. This was beginning of March. I was told I would have back in a week. I was hesitant as I needed a full sectional, which is why I paid higher price for a stocked item. Since I was told a week I agreed. I called the store to check the status after a week had passed , I was told they would look into the damaged piece. It is now April 15th I have left further messages with no reply to date . This product was from Dynasty, which is a ******** made product, I try to support ******** companies and products but the service from both the store and *************** has been unsettling. I paid $3,800 for 2 pieces and one is now gone with no ETA or communication about about it .

  Business response

  21/04/2022

  Customer was given a new piece rather than a repair.  She is satisfied now as per the Store Manager in that location.

  Customer response

  22/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  21/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional couch from Perfect home furniture in Calgary. The sectional was not available in store so the sales person showed me a sectional that she said was very similar to the one I enquired about. I purchased the sectional in August/2021. It was $2300. I finally received the sectional about 2 weeks ago after patiently waiting for over 6 months. When I received the sectional, it was nothing like what I was shown. The quality is so poor it started sagging a few days after getting it. The threading on the back is coming undone. The cushion feels like it was padded with plastic because it makes a weird plastic sound when you sit on it. The couch looks old and is cheaply made but I paid over 2K for it. Im very disappointed with the purchase and want to return it. I have been trying to contact their claim department but they are not reaching out to me. I want to return the sectional and get my money back. Perfect home has terrible costumer service and return policy, I want to take my business to a company that will value me as a costumer. Thank you for helping me with this

  Business response

  28/03/2022

  Customer was given options to reselect with no restocking fee or return with a restocking fee.  Per the store it was purchased from, they've opted to return with restocking fee.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a couch and ottoman from Perfect Home in July of 2020 as well as the extended warranty. After a year the cushions on the couch were severely sagging and the fabric had begun to pull. We were told this was all covered through our warranty, so we submitted a claim August 2021 to replace the couch. We finally received the new couch early December 2021 and it was delivered to us with a broken frame. We called to have this resolved and were told the couch we have no longer comes in that colour, so they order us a new colour and will have it delivered. A few weeks later we get a call that its ready, have it delivered and the frame on this one is also broken. We now have to have the couch delivered a THIRD time, and take more time out of our day to make sure we are home for delivery. There is clearly no quality control, as these are leaving the warehouse broken. This has been a waste of our time, and now we are stuck with a couch in a colour we dont even like, while we wait for yet another one to be delivered and HOPEFULLY not broken for the third time.

  Business response

  28/01/2022

  Customer has been provided options as seen below.  Awaiting their response.

  Reselection - The current sectional is plush by design and is not intended by the manufacturer for the fabric to remain tight and crisp over time.  You originally paid **** for this set which is the amount you would have to apply to a different living room set.  If the new selection costs more, you would be responsible to cover the balance.  We would want to get this dealt with relatively quickly so that we can have the current sectional taken back.

  $300 in store credit to keep the sectional as is with no further warranty eligibility
  
  Keep the sectional for a considerable discount on a future purchase.  (Hard to clarify the discount until I know what product youre looking at.)
  
  Let me know which option works for you.

  Customer response

  29/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩