ComplaintsforRobb & Stucky

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase: 1/10/2024 Date of delivery: 2/7/2024 Acct # ******** Very disappointing experience purchasing from Robb & Stucky and I can no longer recommend this store. In fact, I would suggest avoiding this chain of furniture stores due to both customer service and product quality issues. I purchased a silk and wool rug from the ******** location that was delivered in February. In March, I spilled water on the rug-just water-blotted the water spots. Imagine my horror the next day, when I saw yellowish brown stains leaching out of the cream rug as it dried. This was a solid cream rugwhere were these colors even coming from?!? We immediately contacted the store for guidance and we were given the name of a local rug cleaning service. When the cleaners heard what the rug was actually made out ofbamboo silk which is also known as silk viscose the cleaners would not touch it. Our salesperson, ***************************, had only stated that this wasnt a rug for high traffic areas, not that it is a rug that will be ruined by any spill, even just water. We expected the store to be as horrified as we were and sent pictures of the rug to the sales and customer service teams. **** stated she was confident that customer service would make it right. Instead, after weeks of slow responses, we were informed by *******************, the customer service manager, that since we had not purchased a special warranty and the damage happened in our home that they took no responsibility for the failure of the product. We were never offered a warranty and I can see now in other reviews that even those who purchased a warranty have been left in a lurch. What is a premium furniture store even doing selling garbage like this?!? Im embarrassed to have been duped by them and hope those reading this can avoid the fruitless hours spent on a customer service process designed to avoid actually helping customers and of course the thousands of $$$ wasted on products that should not even be on the market.

  Business response

  06/03/2024

  Our goal at Robb and Stucky Furniture and Interiors is always to provide quality products and ensure customer satisfaction. While we are sorry to hear about the issues experienced with the rug, it's important to note that,like many fine furnishings, it requires specific care to maintain its condition. For example, we also offer high-luster and Italian marble dining tables that necessitate the use of coasters and trivets to prevent damage.These precautions do not imply that the products are of inferior quality. In reference to the warranty protection, the signed sales order does include a clear option to accept or decline warranty coverage, which was not selected in this case. However, it's worth mentioning that warranty was indeed purchased for the dining table and chairs bought on the same day.
  The rug was delivered on February 7th and we were informed of the damage over two months later. Unfortunately, this timeframe suggests that the damage occurred after delivery and not due to any defect or mishandling by **** & Stucky.
  We understand this is a frustrating situation, and we truly regret any inconvenience caused, but we are confident that we have done our due diligence as a respected retailer in the high-end furniture and design sector.

  Customer response

  06/10/2024

   
  Complaint: 21749002
  
  I am rejecting this response because:
  there are a number of statements made by **** & Stucky that are either inaccurate misleading or untrue  

  1) While as R&S states we did purchase a warranty for the dining table we purchased at the recommendation of the salesperson, This is because the sales person both offered us a warranty and recommended it based on the risks associated with the surface of our dining table. We were told we did not need a warranty most likely for our dining chairs purchased the same day and we did not purchase one. When we were told the only thing we needed to avoid with our rug was placing it in a high traffic area and were not offered any warranty, nor did the same salesperson check off the No box on the same form we had used to purchase our table, we were clearly led to believe that this was not a high risk furnishing and no warranty was recommended.

  2) Throughout this process, the customer service staff at **** & ********************** kept acting like we are trying to say that the rug was damaged when it arrived. It was damaged when clean water was spilled on it in our home, and blotted, and still a large stain resulted. we were always very clear this happened two months after we purchased the rug. we would consider this to be within the normal limits of of what any rug should be able to weather and a warning should have been provided as that was not the case.

  We were not appropriately informed about the limitations of this product, we were not offered a warranty, I believe because they knew if we were aware of how flawed the product is we never wouldve purchased it, and when we came to them for assistance with the rug they did nothing to help resolve the issue.

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a couch and mini sofa that cost $7308 and another $26,321 of furniture pieces from Robb & Stucky in July of 2022. Robb & Stucky agreed to hold all the furniture until our home under construction was completed and we moved in. All of our furniture was delivered in October 2023. When we started using the couches, we noted that they seemed smaller and stiffer than we remembered. We custom ordered the couch and mini sofa from the ********************* furniture line because we wanted a 89 inch couch and a 72 inch mini sofa and ********************* was one of the few manufacturers recommended by our sales person. Since the couches looked small, we measured them and each piece was 6 inches narrower than the 89 and 72 that we specifically requested. A rep from Robb & Stucky came out and confirmed the measurements. Our expectation was we would either get our money back or new couches the correct size. We got neither. ********************* told Robb & Stucky the sizes we got were within their acceptable tolerances. Nobody at Robb & Stucky warned us at the time of our order that these couches could be as much as 6 inches narrower and be within ****** Kings acceptability range. Had we known that, we never would have ordered them in the first place. Robb and Stucky looked into it further with ********************* and concluded we were out of luck because it was custom ordered. Our position is we did not get what we ordered and paid for and since we were direct customers of Robb & Stucky, they should make good on this, primarily because they never told us these furniture pieces could be materially smaller than the stated 89 and 72. This smacks of consumer fraud.

  Business response

  04/02/2024

  We are very sorry Mr. ***** ******************* are not happy with their purchase. We strive to provide the highest level of customer service to our customers. Our service department and store managers have explained and provided the attached documents. The tear sheets attached state there is are variations in lengths depending on arm choices for this custom line of sofas. We have high lighted the area in yellow that states it. This order is no error and it is a custom order so not eligible for return. Again we are always concerned when a client is not happy with their purchase but we are not able to accept the return on these items.

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

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a custom couch for ***************************************** it . Been through the channels and even had. A factory rep come to look at the couch . All of them say the same thing and and pass the buck the couch is fine. Its not the back cushions are missed sized to large the sections have gaps where if you look down you see the carpet are not close together , the left arm has a big bump in the armrest at the seam. The corner cushions do not match. I was told to wait3 years and it will all be fixed. By its self . That is a lot of horse manure. The back cushions will not shrink . Etc. i want the. Couch to be replaced taken back etc It was suppose to be a custom order and room to go furniture is made better. Please no one is giving me satisfaction .

  Business response

  02/14/2024

  We are writing in response to a complaint filed by ******************* regarding her experience with **** & Stucky Furniture and Interiors. We take customer feedback very seriously and are committed to providing exceptional service and quality products. We deeply regret that *********************** experience did not meet her expectations, and we would like to provide a detailed account of the actions taken in response to her concerns.
  
  On January 25th, ******************* received a custom sectional she ordered from us, crafted by a highly reputable Italian leather manufacturer. Shortly after delivery, ****************** expressed dissatisfaction with what she perceived as "creases and looseness" in the leather. In our commitment to customer satisfaction, we promptly arranged for a service technician to inspect the sectional at her home on February 1st. The technician conducted a thorough examination, taking multiple photographs for an objective assessment.
  
  These photographs were then meticulously reviewed by our corporate management,customer service, and buying teams. The consensus, supported by industry standards, was that the characteristics observed in *********************** sectional are typical for high-quality leather products. To ensure a comprehensive evaluation, these findings were also shared with the manufacturer, who concurred that the sectional met their high standards.
  
  Furthering our efforts to address *********************** concerns, we requested a manufacturer's representative to personally visit her home and inspect the sectional on February 7th. The representative's findings were consistent with our initial assessment, confirming the product's compliance with industry standards.
  
  We understand that ******************* is disappointed, and we empathize with her situation. However, as per the terms agreed upon at the time of purchase,custom orders are unique to each client's specifications and, therefore, are not eligible for return.
  **** &Stucky is dedicated to upholding the highest standards of quality and customer service. We have made every effort to address *********************** concerns within our company policies and industry practices. We are committed to ensuring the satisfaction of all our customers and are available for further dialogue or assistance regarding this matter.
  
  Respectfully,
  *******************
  Vice President of Sales

  Customer response

  02/16/2024

   
  Complaint: 21264667
  
  I am rejecting this response because:

  Showing
  1.carpet showing thorough cushion buttons
  2. Big knot and dimple at end of arm rest
  3. B
  Uneven back cushions overthe section  one is too short and one goes over ottoman 
  4 4 out if 6 cushions are all puckered on Top
  7 on cushion bottom and top badly creasted
  8 creases in side of ottoman
  9. Corner cushion is higher than one next to it 
  10 separation large gaps between sections pleaseet me know if u received pics of **** stucky couch disaster 
  

  Please forward the pics and i want the defects corrected. Th e couch is not made as a custom piece should be and i want it fixed 
  

  Sorry about not refunding money on a defective piece of merchandise  that's bs  tell them I insist on money returned or fix defects can we go to news or other ************** am willing to do so   
  
  Sincerely,
  
  ***************************

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