ComplaintsforFurniture Superstore

• Initial Complaint

  16/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ceramic oven pan on July 15 after work, and then went home & used it for cooking. The pan was split into two halves while still cooking in the oven. This unexpected chaos disrupted the dinner and I burnt myself. Took a picture and then put two pieces into a box, brought back to the store for a refund. When I arrived the store, two pieces of the oven were still hot and two staffs felt sorry for what happened, called manager to process the refund. However, the manager said no, there is no return as I cannot prove it is a quality issue. Then , I showed her the picture of two halves in the oven. And she said if there was a quality issue with the product, then every customer who purchased it would have returned it. Literally, she insisted, no refund unless I can prove there is a quality issue. No point of wasting time, so I walked away and threw the pieces to the garage bin in the store on my way out. My dinner was disturbed, myself got burnt, and then I had to go through terrible customer service experiences in the store. To prove a defective item that clearly has a quality issue? This is unacceptable.

  Business response

  11/10/2024

  Hi There,

  We are the furniture superstore in ******************************, and customer purchased the item from Real Canadian Superstore in 1538 ******************************* upon the receipt. Since that, this is not our customer, and this is the case been reported to the wrong retail store.

   

  Sincerely,

   

  Lily

• Initial Complaint

  29/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a top of the line mattress from ***** and the last thing he said to me before I was leaving, was that if I wasn't happy with it, I could return it. A few days later I went in and said I thought it was comfortable but wasn't happy with the it because none of my bedding fit the king size even though it is for a king and fit my other matress perfectly, it was way too high as I had a hard time getting up on the bed, and it was way to heavy for me to lift to change the sheets. I suggested some of this should have been discussed as he is the expert on selling the beds and he said "oh no we don't get into that" To me, its all part of the end result of being a comfortable bed without having to get a ladder to get into it. ***** told me they like us to try it for at least 30 days. I said right then and there, that I was not going to be happy with it. I am 70 years old, have severe arthritis and it will only get worse as I age so it will become even harder to lift it. So I went back in the following week and ***** said I could pick a new mattress but not that day cause they were moving stock. I went there and their other store a total of SIX times and there was a different excuse each time I went in to get it handled wo weeks went by. a total of three weeks went by because the manager had covid, then he was on holidays, etc etc. I also had covid for two weeks and I was told not to come in. When I finally went back to discuss which mattress I would exchange it for, a fellow named **** was completely rude to me as I was deciding and said to me " Just buy this mattress, its a good one and then completely dismissed me and went on his phone. Then when I went in to see ***** again, he said its been taken out of his hands and the manager will call me cause its been past 30 days. The manager never called in the next two days so I called him. I was told that it wasn't a comfort issue, its past 30 days, and ***** the supplier won't do anything. Now no one will answer.

  Business response

  31/08/2022

  Hello,

   

  The customer ***** ******** came bought a mattress from our store on May 8th, 2022 and the mattress was ordered in for the customer.

  We delivered the mattress on May 30th, 2022 within the time frame that was promised.

  When the mattress was purchased, we informed the customer that mattresses are final sale and we did not offer any comfort guarantee contrary to what the customer is saying. 

  The sales person also said he didn't say that because he would have written it on the copy we had the customer sign at the time of sale.

   

  Our store policy is written on the bottom of every sales bill and we make sure to explain to every customer each time.

  We updated our policy since the pandemic in 2020 to not accept mattress returns to ensure the safety of every customer.

  In addition to that, the sales person wrote in the notes that the mattress is final sale to make sure it was communicated.

   

  No customer wants to buy a used mattress and the manufacturers won't take the mattress back. 

  ***** will only take this mattress back if there is a warranty issue.

   

  The customer confirmed that we delivered the right mattress that she ordered and that she finds the mattress comfortable to her liking.

  The mattress was displayed in the store when the customer purchased it so we didn't try to hide the height information from the customer.

  Unfortunately ***** will not take a mattress back when the mattress is exactly what was ordered.

   

  We have given the customer the option (and contact information) for ***** as they are the manufacturer of the mattress and could take the mattress back.

  Alternatively, we also offered the customer a lower box spring or to remove the legs off her bed but she didn't accept these options.

   

  It is quite unfortunate that a store can do everything right for a customer and still end up with a negative review when our policy ensures every customer gets the best products.

  Customer response

  19/09/2022

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

  Thank you for sending me the Furniture Superstore reply. I would like to give you some more specifics that they are not telling you about. They are only sharing a few details and one of them is completely false.

   

  In their first notes, they say that it was a final sale and that my sales  person did not say I could return it, when in fact, that is the last thing he said to me as I was walking away, is that I could return it if I wasn’t satisfied. I remember being totally surprised and said “Oh that is so good to know.” If he didn’t say it, why was he willing to exchange it for me in the first place. As I mentioned previously, I was to the store a total of six times going back and forth to the other store to see different mattresses, why would I have wasted my time and gas doing that?  And then to be told its been handed over to his boss cause now its past thirty days.In one of the statements that he made when I came back within the first few days…***** specifically said “we like you to wait at least thirty days to make sure.”

   

  They said they didn’t try to hide the height but they also did not even mention the height or how    it would work with what it was being put onto.These are all things that effect the final outcome and comfort of the mattress. All I was ever told was lie down and try it.  After the fact, I was told, “Oh we don’t get into that.” Also there was no mention that ***** would not take the mattress back if it was not a warranty issue. Again, I was told if I wasn’t happy with it, I could return it.

   

  They did tell me to call ***** on my own to see if they would cover it and they gave me the phone number. When I called *****, the fellow that I spoke to said he could nothing until I gave him the invoice number that they have for the order which was different than my invoice order from Furniture Superstore. I left messages to please call and give me that number of which my salesperson nor the manager would call back and when I called them three times after, no one will answer so that did not help me at all.

   

  As far as them offering to cut the legs on my bed frame, that does not help the situation that none of my sheets fit nor does my custom made bedspread of $900 does not fit either. The biggest problem is trying to lift it to change the sheets which I cannot do cause it is so heavy. All of these factors represent how comfortable my bed would be and none of them were discussed. I feel there should have been a lot more questions asked rather than being anxious to make a sale.

   

  It is unfortunate that a store gives you very little information or heads up how to ensure your comfort and satisfaction, tells you one thing and leads you along, and then won’t stand behind his word after dragging it out for over a month.

  Yes, that is all very unfortunate for the customer who gets left high and dry in the end. Very poor business ethics.

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

• Initial Complaint

  31/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Good day My name is ***** ****. Our problem is 9 months stretch with this business. Last year we had a rough year with my wife and 2 kids where we sold our home and got sold in 2 days. and we had to evacuate fast. and we bought a house where it's 3 months out from completion. Long story short, Oct 16 2021 we went shop around for furniture as our old furniture got sold. We tried to order them because it's Pandemic, where Everywhere is on backorder, hoping to get them before we take possession. We stumble with Furniture superstore we found a cheap sofa from this store at that time lots of stocks is backordered. so we made a payment on the machine. a few days later I called and came to the store. to make a cancellation for reason that we thought the product is not of good quality and would look elsewhere. the sale person name ish told us we cannot cancel we were told it's a final sale. so the sale persons upsale us to higher quality but with 12 weeks wait. without thinking deeply about it because of lots of things going on with housing situation, paperwork and stuff. we agreed to it and make another payment to the machine and went up to grand total of $2580.90 The next day I called if I could cancel again realizing Christmas is coming and were moving to a home with no furniture. came to the store and talked to somebody and told my reasons that I want my kids to remember the year ended well and have a great Christmas. I was denied for cancelation. so I asked my credit card company to help and I was refunded with the money. and this store fought back and sent paperwork with my credit card company. when its time for me to send paperwork my credit card company sent it to my old address. so I never got them credit card company closed the case returned the money to merchant and I'm left alone fighting this battle. merchant keeping my family's money and offered me 30% cancelation fee $774.27 . and I am left 1805.73 for me to spend at their store only. more......

  Business response

  29/08/2022

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

   

  
  

  
  

  Please find below the situation going on with Mr. ****** **** (now referred to as The Customer)

  
  

  The customer came in on October 15, 2021 and took home some fabric swatches.

  He returned the fabric swatches a day later and purchased our Drake Sofa and Loveseat which we have in stock. 

  A pickup date was arranged for a few days later. The customer went over our terms and conditions (printed on every receipt) and signed.

  
  

  The customer returned to the store on October 20th, 2021 and said he will like to cancel the transaction that he had made previously.

  Our staff explained that those are sale items and referred to the terms and condition which the customer had signed.

  
  

  The customer was very adamant about the cancelation saying the color for his house had changed and he would like to order a custom order furniture for  which he had previously taken some fabric swatches.

  A manager was called, and an exception was made for the customer to switch from the stock item to custom order.

  This was already above and beyond our policies.

  
  

  It was explained to the customer that custom orders are final sale, and we cannot cancel it or make exceptions.

  The ETA on the receipt was 14-16 Weeks and the customer said he'll pick up when it arrives.

  This was in the middle of the pandemic, so manufacturers were delayed. 

  We referred again to our terms and conditions and the customer agreed and signed.

  
  

  About a 2 weeks later, the customer wanted to cancel the custom order and was told we are unable to as the customer was informed when he made the change. 

  The customer left us negative reviews on both Facebook and Google.

  
  

  As soon as the Furniture arrived in the first week of February of 2022, the customer was called to come pick up his furniture and he said no doesn't want it and we stole his money.

  Our team explained that we didn't steal his money and that the furniture he ordered has arrived in the special fabric and configuration that he chose.

  
  

  The customer would then come to our store every few weeks with a camera recording himself and our staff and yelling that we should give him his money back. 

  On one of these occasions, in the first week of April 2022, one of our managers were there and was able to explain to the customer that his order was custom order, and we cannot refund it.

  He told the customer that we can agree to a cancellation fee and the customer can reselect to anything we have in our store or from ****** *********.

  
  

  The customer said he didn't like anything in our store but wants a specific sofa from ****** which is exclusive to ****** and there was no stock available at the time.

  
  

  The last time the customer came to the store, he was recording with a camera and harassing the customers in the store and outside the store.

  We asked him to leave but he wouldn't, and the police non-emergency line had to be called.

  He is not allowed to return to the store anymore at this point.

  
  

  We have tried in multiple ways to provide a resolution for the customer, and he won't accept any of the options.

  
  

  Please direct the customer to this email and we can find a way to provide a resolution.

  Our store phone number is 780-430-1999.

  
  

  Thank you, *****.

  
  

  ******, 

  
  

  
  

  
  

  Here’s our terms and conditions of sale, printed on every receipt and explained to every customer.

  
  

  TERMS & CONDITIONS OF SALE

  1. All sales are final - no refunds or exchanges unless agreed in writing at the time of

  purchase.

  2. All products have a 1-year limited warranty. This excludes floor models which are

  sold as is with no warranty. Mattresses have additional manufacturer's warranty.

  3. An extended protection plan must be purchased at the time of sale for additional

  coverage.

  4. We reserve the right to repair, replace or provide parts to any product shall a

  warranty or damage issue arise during the warranty / damage claim period.

  Transportation costs not included.

  5. Product remains property of the company until paid in full. If not paid in full,

  we will repossess without obligation.

  6. You are responsible for reporting in writing by email any damages or inaccuracies

  to this order within 24 hours of receipt. We will not be responsible for any

  damages to personal property during delivery. All obstructions must be removed prior to delivery to avoid additional costs.

  7. All special-order ETA's are estimates only. Delays in the manufacturing & transportation process may occur and therefore, ETA's are not promise dates and are subject to change.

  
  

  
  

  Customer Service

  Furniture Superstore
  

  ---

  Customer response

  30/08/2022

  
  ********** ********
  
  I am rejecting this response because: this people are changing the story and lied not just to me to the cops, and *** . we were trying to cancel the first purchased because we were unsure about it. and we were left with no choice because of pandemic and lots of product were back order. I came back to the store and wanted to cancel and we got denied and thats when we learned about the store policy. instead the salesperson upsale us to another product which we liked so much but its 14 to 16 week wait. without thinking more about it we agreed to it. I paid total of near 2600 for this nice sofa. we got a housing situation and we didn't want this to be added to things we need to think about. as we coming near to possession of our new home. couple days later (not weeks) I called and came back to the store to let them know our situation. where my 2 little kids and I are will be moving to a home with no furniture and Christmas is coming being that time we had a rough year. we wanted out kids to remember the year ended ok after all the challenges we went through of year 2021

   

  we never experience something like this before from other stores. like the ****** and ****** *********. we had cancel from this stores and they were ok about it and returned my money. I had my credit card company to help us out and our money was returned temporary. and due to my credit card company sent the paperwork to the old place that we sold. and I was not able to reply and the case was closed and the money is returned again to the store. Yes I recorded with my camera many times because the saleperson and the manager are rude. the manager lied straight to the camera that they don't have my money and he told me to call vancouver head office this is while my credit card company told me they have my money this is all recorded and while the salepersons is making fun of me laughing

   

  I left this guys negative review on google and facebook and in my surprised my review was deleted on google and their facebook page is deleted this guys continued the order and Never call me about the item arriving I waited and see if they will make the promised as they say. Guess what no calls. after that I went to the store many times to get money and the manager is trying to show me the product it's not even there at the store he took me in the back and said its on another warehouse. straight up lied again

  the last time I came to the store they kicked me out of the store. and I was in the parking lot letting other customer know to Not do what I did so basically sharing my story. and the manager of the store called cops on me and told the cops I was harassing customers. the cops were very understanding and did not give me any trespassing ticket. I see that action as they don't want to lose money because I'm spreading the news

  and they were saying they gave me options? here is the options they gave me. they want to charge me 30% for cancelation its around $800 and they still wont give back my money I still need to use it on their store towards another product or ill go pick up the product and go home

  the last time they called me they want to charge me $100 every month for storage fees. so this is basically stealing suddenly I owed them 700 dollars.

  Sincerely,
  ***** ****
  

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