ComplaintsforWholesale Furniture Brokers

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased Whistler Reclaimed Wood Bedroom Set November 28, 2022. Claimed warranty on November 10th 2023 due to:-Bed frame creaking loudly with movement in multiple places -Multiple grinding glide rails on drawers on every unit. One rail broke completely causing drawer to fall out. Drawer rails getting worse as time goes on causing drawers to grind and be very difficult to push in and ************ sent replacement rails from overseas which arrived after 3 months. Business claimed that supplier is "hard to get a hold of". Replaced the broken rail on completely broken drawer but did not fix the issue as the furniture build quality is causing drawers to fail. Business sent 3rd party furniture repair technician to assess the completely broken drawer as well as the bedframe issue.Technician's Assessment:The chest of drawers has one drawer that will not go back. The customer had replaced the rail but was unable to put the drawer back in. I tried several different things (installing a different replacement rail, spacing the rail, etc.) but was not able to get the drawer glides to realign. I could get one but not both to reconnect, no matter what I did. As a result, I could not get the drawer to go back in. I suspect something is off with the cabinet and is preventing the rails from working properly.The bed frame is creaking due to the slat rail being separate from the lower drawer unit. The slat rail is flexing and rubbing against the cabinet work for the drawers below. I might be able to install a couple 90 degree brackets to attach the slat rail to the vertical drawer frame, but I'm not completely sure if that will remove the squeaking.---Business has stated no fix under warranty for drawer units. I am stuck with unusable furniture even though properly starting a warranty claim and patiently working with them for a year.

  Business response

  11/09/2024

  As the customer noted they purchased the bedroom set in November of 2022, and reported issues in November of 2023. This was very close to the end of the manufacturer's 1 year warranty. As noted in the policies on our website (************************************************************)'All warranty issues are subject to the manufacturers terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the manufacturer. Please note that while replacement parts are free of charge, it is the customer's responsibility to pay for the freight costs associated to have them sent to their home.' This supplier in question is located overseas, and our only contact method is via email. As such, responses tend to be slow, however, they do respond. This was communicated to the customer as well. Following is a fairly detailed reviewof the communication history with the customer. 
  
  Nov *******: We ask the customer for further details regarding his claim.
  Nov *******: The customer advises that one of his drawers is 'completely destroyed',multiple drawers have glide issues, and the bed frame squeaks.
  Nov *******: We let the customer know we received the info, and his claim is being reviewed.
  Nov *******: We follow up, letting him know we have contacted the supplier regarding the glides. We asked the customer to check the bed for loose connections, and if it made this noise without the mattress on it.
  Nov *******: The customer reports the bed does make noise when the mattress is removed.
  Nov *******: We let the customer know that we have relayed this to the supplier as well.
  
  Dec ******: We ask the supplier for an update regarding the claim.
  Dec *******: The supplier responds, advising that they only have a 1 year warranty period. They suggest to remove the glides and reinstall them. As for the bed,they suggest trying new hardware.
  
  Jan ******: We ask the supplier if they have replacement glides.
  Jan ******: They say they do, and ask how many are needed.
  Jan ******: We let the customer know that new glides can be sent out, and ask how many he needs. We also advise the supplier has suggested new hardware for the bed.
  Jan *******: The customer advises that he needs 10 glides, and the bed hardware.
  Jan *******: We let the supplier know what the customer needs, and also let the customer know this has been sent to the supplier.
  Jan *******: The supplier asks for the **** for the products the customer has order,and we let them know, including pictures again.
  Jan 2******: The customer asks for an update.
  Jan *******: We ask the supplier for an update, and also follow up with the customer.
  Jan *******: Parts are ready to ship, customer address provided.
  Jan *******: Supplier provides pictures of the hardware and glides, before shipping them.
  Jan *******: Tracking info is provided to the customer. ********************************************************************************************
  
  Feb *******: Customer confirms receipt of the parts, and had to pay $30 of import fees. States he spent 3 hours trying to install the glides, but broke one, and did not have success. Wants to 'return this garbage' He requests a call.
  Feb *******: We let the customer know that this will be reviewed internally and with the supplier.
  Feb *******: Send a detailed report of the customer's experience to the supplier for their review. We let the customer know that we will call once the supplier responds.
  Feb *******: Ask the supplier for an update.
  Feb *******: The supplier responds, states the glides are the same ones they use on all their products, and that they are not horrible build quality, as noted by the customer. States that they do not know how this can be resolved.
  Feb *******: We ask the supplier to review and see what else they can do, as the initial claim was still under warranty, albeit very close to the end.
  
  Mar ******: Call the customer and left a voice message advising where we were with the supplier.
  Mar ******: The supplier responds, they state that these are the same glides that they use in thousands of sets every year, but do not receive thousands of claims. He asks us what else is expected, and will consider it, as they receive very few claims from ****
  Mar ******: We ask if a credit can be offered.
  Mar *******: Customer asks for an update.
  Mar *******: Supplier advises they can provide a credit of some kind.
  Mar *******: Spoke to the customer over the phone, advised a full refund is not an option. Customer stated that at least two drawers from all case goods have issues. Relay the details of this call to the supplier.
  Mar *******: The supplier offers a $250.00 credit for the issues.
  Mar *******: We contact a local repair techs as well.
  Mar *******: Repair tech responds, says it is $150.00 for a inspection.
  
  April 16, 2024: Customer emails a sends an email stating he will be reaching out to the BBB.
  April 16, 2024: We email the customer back, reviewing everything we have done.Explained that at this stage, we can provide the $250 discount, or send a tech out to inspect the set. We ask if he would prefer the discount, or have us cover the cost for repairs.
  April 16, 2024: Customer responds that he expects all drawers to be fixed, that he does not want to pay this himself, but does not confirm how he would like to proceed.
  
  May *******: Customer reaches out again, and we respond with the options we had previously provided. Repairs at no cost to himself, or a $250.00 discount plus the $30 import fees (even though this is normally the customer's responsibility, as noted in the policy).
  May 2******: Customer states he is contacting the *** (sic), and sates he will also file with small claims.
  May *******: We respond again, explaining that we provided two options as noted above,and since a discount is not preferred, we can get a tech out.
  May *******: Customer responds 'So you are going to fix, under warranty, all of the drawers, frames and the bedframe to working order?  With no cost to me?'
  May *******: We respond, explaining this is correct, as noted back in April. Customer advises the tech can contact him directly.
  
  Jun ******: We reach out to the tech from March. We let the customer know this as well.
  Jun *******: The tech we had been in contact with has stopped answering emails, we let the customer know that we have to find a new tech.
  Jun *******: We reach out to a different tech, he responds that he would be happy to inspect. $65 for the inspection, $80/hour. Asks for the customer preferred contact number.
  Jun *******: We let the customer know, and ask for his preferred contact number.
  
  Aug ******: Customer provides the number he can be reached at.
  Aug *******: Follow up with the tech toi see if they have been in contact with the customer.
  Aug *******: **** provides the full inspection report:
  
  Yes. I inspected the customer's bedroom set on Thursday, August 15th. The chest of drawers has one drawer that will not go back. The customer had replaced the rail but was unable to put the drawer back in. I tried several different things (installing a different replacement rail, spacing the rail, etc.) but was not able to get the drawer glides to realign. I could get one but not both to reconnect, no matter what I did. As a result, I could not get the drawer to go back in. I suspect something is off with the cabinet and is preventing the rails from working properly.
  
  The bed frame is creaking due to the slat rail being separate from the lower drawer unit. The slat rail is flexing and rubbing against the cabinet work for the drawers below. I might be able to install a couple 90 degree brackets to attach the slat rail to the vertical drawer frame, but I'm not completely sure if that will remove the squeaking.
  
  At this point, I will only be charging for an inspection. I can go back to try and install brackets on the bed frame, but I cannot do anything more with the chest of drawers. Let me know if you'd like me to install those brackets to see if that addresses the squeaking. It would add $85 plus tax to the invoice.
  
  ****It is important to note that this inspection only mentions that the chest had issues with a drawer, which is contrary to the original description the customer provided in March, as he stated there that at least two drawers from all case goods have issues.
  
  Aug 2******: We let the customer know we have received the report, and would be reviewing it in full, and will advise on the next steps once completed.
  Aug late, 2024: This is reviewed internally.
  
  Sep ******: Customer asks for an update.
  Sep ******: Our response regarding the situation:
  
  Please see the technician's report below:
  
  The chest of drawers has one drawer that will not go back. The customer had replaced the rail but was unable to put the drawer back in. I tried several different things (installing a different replacement rail, spacing the rail,etc.) but was not able to get the drawer glides to realign. I could get one but not both to reconnect, no matter what I did. As a result, I could not get the drawer to go back in. I suspect something is off with the cabinet and is preventing the rails from working properly.
  
  The bed frame is creaking due to the slat rail being separate from the lower drawer unit. The slat rail is flexing and rubbing against the cabinet work for the drawers below. I might be able to install a couple 90 degree brackets to attach the slat rail to the vertical drawer frame, but I'm not completely sure if that will remove the squeaking.
  
  At this point, I will only be charging for an inspection. I can go back to try and install brackets on the bed frame, but I cannot do anything more with the chest of drawers.
  
  As noted above, the technician does think he may be able to resolve the squeaking bed,but there is not much that can be done about the chest. As you are aware, the supplier's resolution to the warranty was to provide you with replacement glides, and that was their final solution (as your claim was near the end of their warranty). The cost of this inspection is being covered by Wholesale Furniture Brokers as a goodwill gesture.
  
  We can certainly cover the cost of the tech to repair the bed, but there is unfortunately nothing we can do about the chest. If you would like the tech to come back out for the bed, let us know by replying to this message, and we will ask him to reach out to you.
  
  Sep ******: Customer send the following email to **********************:
  
  Please be aware I am in the process of filing with the **************** Better Business Bureau.
  
  I am claiming this as there has been a lack of replacement or repair of your product which I have claimed warranty under the terms listed to have the problems fixed.
  
  You have sent a technician who has deemed the products faulty, unable to be repaired and you choose to try and fix one issue but not the others.
  
  If there is no resolve on the issue with the BBB I will be filing a small claim motion with the ************************* under the **************************************************** with the same complaint.
  
  I have been patient for over a year without resolve.
  
  As detailed above, we have gone above and beyond our standard policies in trying to help our customer out. Generally speaking, ******************** warranties (much like other warranties) are for manufacturing defects only, and do not mean a customer will get a full refund if something goes wrong. Asking for a full refund after almost a year of use is not a realistic request.
  
  In closing, Wholesale Furniture Brokers has done everything we can to rectify this issue with the customer. The customer has not been happy with any solution we,or the manufacturer have provided, and we have exhausted our options.

  Customer response

  13/09/2024

   
  Complaint: 22261110
  
  I am rejecting this response because:

  1) Glide wear (7 drawers) and breakage on drawer happened over time, not on day one. Warranty claim was given within warranty period despite it being "close to end date" as stated by business. 

  2) Warranty disclaimer doesn't include "$250" discount specification - some arbitrary amount designed to pay off customers. Where does it state customer must pay for shipping of parts, customer install replacement parts or customer is stuck with unfixable ******************** if replacement parts fail to fix actual issues?

  While I do commend the business for sending a technician (after over a year), the technician clearly states the manufacturer replacement parts have NOT fixed the issues, the issues still persist and the furniture can't be fixed. I will not be left with unusable furniture that was claimed under warranty properly and within the timeline despite the business's attempts to "discount" my purchase. 

  The business has not "exhausted all options", just the options they feel are in their best interest and not their customer. 

  Simply, I have unusable furniture, claimed within the warranty period the business doesn't want to take ownership of. 

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

• Initial Complaint

  19/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a sectional called the Atlas made by levoluxe. I ordered it based on the picture they advertised and it was Also on my receipt. When I got it the boxes were damaged and the delivery guy had trouble getting it off his pallet **** as the box was damaged. When I opened the boxes the sectional was not the brand advertised it was primo made in ********** and no where near the colour advertised. It was also missing the y connector for power recliners. I have asked for a full refund the day of delivery and was told without the boxes I cant return. I feel they fraudulently advertise high end furniture and provide something else

  Business response

  03/07/2024

  The customer ordered the power reclining sectional on our website without contacting us first.   She indicated that she was trying to match it to an existing piece of furniture she received years ago.   If she would have contacted us and asked if it would match we would have indicated that not likely as it was from a purchase from 2 years ago, from a different collection and had a different name and code from the sofa she already had.    This was also noted as "Ryder Grey" on the listing.

  We did let the customer know that she could return it but it needed to be in the original boxes and the product in New condition still.   She wasn't willing to do that.

  With regards to the product and box labelling.   It is common in the furniture industry to re-label or re-brand products.   In this particular case the product was manufacturered in ******** by ******************* but we re-branded and sold as Levoluxe.     The product  is a very high end leather, dual power reclining modular corner sectional that has sold well and been received well by our customers.

  Customer response

  04/07/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:

  The product is not the brand or colour advertised on their own website and on my receipt. I have attached a letter from a furniture expert indicating same. The product was received in damaged boxes that made it hard for the driver to remove pallet **** without boxes falling apart further. It wasnt until boxes were opened I discovered I received a different brand and colour sectional than advertised. The boxes were not in any shape to repackage. The loveseat I was matching was bought last summer in levoluxe brand. The picture depicted to customers should match the brand advertised. This sectional is not even close to their advertisement. This is deceptive to customers who are online shopping from this company. I once again request to return this product with a full refund.
  
  Sincerely,
  
  ***************************

  Business response

  05/07/2024

  I have gone through our orders and have not found another order for ***************************.   Neither on our GoWFB.ca site or the Levoluxe.ca brand site.     The only place to purchase Levoluxe products is through our network of sites.    Therefor the customer is not telling the truth that she ordered another Levoluxe branded product.

  If we are wrong than please provide an invoice showing the loveseat purchase.

  We purchase from many different vendors and factories and this product was purchased from ******************* factory however the boxes did not say Levoluxe or have Levoluxe branding.  Everything else to do with the sectional was correct including the name of the leather upholstery colour.

  The product is a high quality power reclining corner sectional in a top grain leather upholstery in the colour noted and described on the listing and box.

  It is the customers responsibility to deal with the product and packaging in the event they wish to return.  I have included our return policy which the customer agreed to upon ordering.

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

  Customer response

  09/07/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:

  My dad ****************************** purchased the loveseat. He passed away so I was matching to his love seat that I inherited as I explained when I first asked the salesman for a return. If the boxes didnt arrive in such bad shape perhaps I could have returned the pieces to the boxes. You continue to avoid the fact you sent me the wrong brand and colour that was advertised which is misleading advertising given many of your customers purchase online based on photos on your site.
  
  Sincerely,
  
  ***************************

  Business response

  12/07/2024

  ******,

  We sent you the exact product that was pictured in the upholstery that was noted on the listing.

  What ever your dad ordered and from where ever he ordered it was of a different upholstery even if from the same factory.   The factory has many different fabrics and leathers and colours they use.

  Thank you,

  ******

  Customer response

  15/07/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:

  I ordered the Atlas levoluxe corner sectional as advertised on your website. The colour on the advertisement and on my receipt showed a charcoal grey colour. What I received instead was a primo sectional in a beige colour made in ********. You promote one product and you send a completely different product and try to convince the customer they are wrong. This is False/ misleading representation and deceptive marketing practices. This contravenes the competition act. I once again ask that you come and get this sectional and give me a full refund.
  
  Sincerely,
  
  ***************************

  Business response

  30/07/2024

  The customer ordered a grey coloured reclining corner sectional sofa.  The customer received the grey coloured sectional sofa that was described and noted on the website and their order.

  The customer continues to change details and imply different aspects that just aren't factual.  The sectional is made by a factory in ******** contracted under ******************* and branded Levoluxe.  The product was packaged and covered in the leather colour as described on the boxes and on the listing.

  Customer response

  01/08/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:

  I have attached a letter from the manager of a furniture store (an expert in furniture) that confirms what you advertised is not what I received. You cant advertise a brand then say its rebranded in ******** and its not even the same colour as the advertisement or reciept. I once again ask you to pick up this sectional and give me a full refund of my money.
  
  Sincerely,
  
  ***************************

  Business response

  08/08/2024

  The product listed online notes as per the website and attachment that it is Ryder Grey Leather.  The boxes noted it is Ryder Grey Leather.   The pictures show the product is Ryder Grey Leather.

  Thank you,

  ******

  Customer response

  08/08/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:

  The picture denotes a levoluxe sectional in a charcoal grey. The picture for online sales needs to match what the customer receives. Instead I got a beige coloured sectional made by Primo. It is deceptive advertising to show one product and ship another. I request a fulll refund as I did not receive the product as advertised by your company, that I requested.

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

  Business response

  20/08/2024

  The customer is now saying they got a beige sectional.  We have responded many times already that the customer got the grey colour ordered.    There is nothing wrong with the sectional,   The colour noted online, noted on the boxes and delivered was as described and noted.

  Thank you,

  ******

  Customer response

  21/08/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:
  I have sent pictures of what I ordered online and what I received, which are completely different in brand and colour. I further consulted a furniture manager about the situation and he indicated the same as I did in the letter I sent you. What was presented online levoluxe in charcoal grey and I got primo in beige made in ********. It is not fair business practice especially when most of your customers order online and need to trust in what pictures you put on your website. I would like you to pick up this sectional and refund me the full amount.

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

  Business response

  27/08/2024

  Thank you for the information.   It seems like the story and details keep changing.   We will monitor this for future orders.

  Customer response

  28/08/2024

   
  Complaint: 21869339
  
  I am rejecting this response because:
  The story has not changed one bit. I ordered a sectional advertised online as levoluxe in charcoal grey  and what was received was a sectional in an entirely different brand (primo) in a beige colour. I provided you a letter from a furniture expert reporting the same opinion. I ask that you pick up this sectional that is not what is pictured online,and refund me in full $3622.49.  
  Sincerely,
  
  ***************************

• Initial Complaint

  30/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: April 30, 2023. May 10, 2023 (the date we were notified the items were shipped.) Item Delivered: May 16, 2023 Notified Vendor of Damage: May 16, 2023 Amount Paid: $2911.99 I initially communicated via email with Sergei. The business has not committed to a solution. Stopped communicating when I suggested we would have to act. At first, they said maybe they could replace the leg. Impossible as it is welded to the main frame. When I asked to speak to a manager, they told me they were away until May 23rd. When we opened one of the packages, the leg was sheared back (see images). The end cap is also missing. The business has not offered any solution. I’m hoping the BBB can assist, otherwise, we must file a claim in small claims court which would seem like a waste of the court’s time. **************** ******** ******* ***** ******* ** **** ***** **** **** ***** ******** ********** ***** **** ******* *******

  Business response

  30/05/2023

  ****,

  We are sorry to hear that your order was delivered with one of the legs damaged.   We have a replacement base we are more than happy to send you to complete your new patio set.

  Below is the only e-mail I was able to find from the customer and sent via our online chat at night when we were not open.   There was no indication of damage as this was about the shipping and delivery of the product.   Sent on May 15 and as the customer had already stated the product was delivered on May 16. 

  --------------------------------------------------
  ***** **** ******** ****** ********************* ****** ***** ****** *** ************
  ******** **** **** ******** ******* ****** **** ** ***** *** *** *** ******** ** ******* *** ********** **** **** ***** ** ***** ** *** **** *** *** ** ******** *** *** ***** ***** *** ** ******** **** **** *** ******* **** **** ******** **** *** **** *** **** **** **** ***** ***** ****** **** **** ** ** ****** *********** ******* * **** ***** ******** ***** 
  
  **** ******** ********************* *** ****** ********** ********* ****** *******

  ---------------------------------------------------------------

  We will reach out to the customer to determine if the damage was to the left side facing 1 arm sofa or the right side facing 1 arm sofa.  Once confirmed we will ship the replacement free of charge and provide tracking information.

  Thank you,
  Sergei

  Customer response

  31/05/2023

  
  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

  13/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 20 2022, I ordered a bedframe from Wholesale Furniture Broker (WFB). I was initially given a delivery window of June 5th to June 20th. This window has passed and this would be fine if there were delays or issues, out of WTB's control, but there isn't. Communication with WFB was began to break down after my order was placed and on June 6th I emailed Sergei asking for an update. Maria responded instead and told me the bedframe was now shipping and a tracking number would follow "asap". No tracking link was sent so I followed up on June 13th and June 21st. I received no response to either email. On June 28th, I reached out to the manufacturer of the bedframe and they indicated that the bedframe has been available since June 18th and is awaiting WFB to arrange shipping and that they have tried to contacted WFB multiple times with no response. I am unsure why Maria told me the product was shipping before this time, but now I know the bedframe is available and ready to go since June 18th. I tried using WFB's chat function and always connected to an individual named Vlad who has said only Sergei or Maria could answer my questions regarding my order, but that they were rarely in the office. I was given Sergei's number to call and told he was in the office but the number goes direct to a voice message. I emailed Sergei directly and did not receive a response. I have constantly been told that only Sergei can answer why this bed hasn't shipped but I have not heard from him since May 21. It is now July 12. This is grotesque customer service. We have had a mattress on the floor for 2 months waiting for this order. Delays are acceptable but this is not a delay, this is an ignorance of my order. The bedframe has been siting at the manufacturer for nearly a month ready to ship. Please, finally, ship this bedframe. I cannot comprehend why my inquiry on this has been ignored. A simple response could solve so much. I am left with a "take the money and run" impression.

  Business response

  05/08/2022

  The customer is correct in a lot of their statements regarding the situation of their order.

  We understand the customers complaints and sympathize with their frustration.   We are also frustrated as what should be a simple process of ordering and shipping furniture to our customers is turning out to be comedy or errors and a nightmare for our customers and staff.   The system is broken and we are evaluating whether we are even able to continue selling ******* furniture at all in Canada.

  With regards to this customer and this order.    I've been told we have been provided the dims for this shipment.  If we can't officially get the order picked up and shipped and provide tracking details within the next few days we will officially cancel the order and refund the customers deposit.

  Regards,

  Sergei

  Customer response

  23/09/2022

  Hi ******,
  
  Apologies for the delay. I was traveling and am currently out of country. Thankfully the bed arrived right before I departed.
  
  Yes, I would say the situation has been resolved. I will admit there is a chance it is coincidence, but WFB suddenly became communicative (even to what I would say is very good communication) once the *** became involved. It is unfortunate that I had to go this route but it is a relief that the issue was resolved once *** became involved. Beforehand I went weeks without answers and was constantly given incorrect and contradictory information.
  
  Thank you for your assistance.
  
  Best,
  *****

*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. ↩