ComplaintsforHome Furniture & Mattress Outlet, LLC
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Complaint Details
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Initial Complaint
08/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We bought a sofa from this company. We waited months for it to be delivered since it was during covid. The day after the sofa was delivered the wood frame broke. I contacted the store and sent pictures to their email as instructed. I didn't hear anything from them and when I called back they said that their person who handled returns had quit. Once they got started on the return, they said that they had to go through the warranty company for the production company. Currently we are waiting for someone to come and actually look at the sofa to see if it is actually broken. We have had this broken sofa for more than a month. The warranty company has pushed their time to come back 3 times. They also can't come unless it is between 8-5 M-F. They give you a 5 hour window. This means that I have to take a whole day off of work for someone to determine that this sofa is in 2 pieces. Once they see that it is broken the sofa will go into production and take several more months to be built. This is ridiculous. They called and offered to give us a floor model they have, but that is not what we want. I want my money refunded 100% immediately. I have told them what I want and they have refused.Business response
08/24/2022
Business Response /* (1000, 5, 2022/08/22) */ We understand the importance of satisfying our customers within the restraints of shipping and production times. We have offered this customer a brand new sofa, not a floor sample that arrived for our stock, in order to handle this in a timely manner. Product is waiting to be delivered. Consumer Response /* (2000, 7, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received a replacement couch.
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Contact Information
Business hours
Today,10:00 AM - 6:00 PM
MMonday | 10:00 AM - 6:00 PM |
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TTuesday | 10:00 AM - 6:00 PM |
WWednesday | 10:00 AM - 6:00 PM |
ThThursday | 10:00 AM - 6:00 PM |
FFriday | 10:00 AM - 6:00 PM |
SaSaturday | 10:00 AM - 6:00 PM |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.