ComplaintsforWalter E. Smithe Furniture-Itasca

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/24/23 ordered Dining Room Set from Walter E. Smithe Furniture [***] located at ************************************. Order SO1000052175 incl. ************ ************************* set - Petal Dining Table, Bohemia Buffet & 8 Marina ******* $39,037.64. 50% *********************** Chairs arrived, 10/14/23. Paid balance due on these items of $12,979.95.Table arrived 2/13/24 in unsatisfactory condition, as agreed to by *********** and ***.Talked to *****************************, Warranty Agent 2/13/24 **************** **************; Told we could not return the entire dining room set. We never should have accepted delivery of the Bohemia **************** until we knew we would receive a table that was acceptable to complete the entire dining room set. How could we have known the table would arrive faulty?*** and ****** bullied us into reordering the table, due Aug/Sept 2024. Over a year after original order was placed.Due to a life changing health issue for *******************************, we will no longer be living in the state of ******** as of July 12, 2024. We have sold our home and are moving out of state to address Judys health issue.Asked *** to pick-up of the unacceptable Table prior to July 12. We have asked *** to return the entire dining room set, unable to deliver the complete set in satisfactory condition. We reached out to the ***** *** and their ** of Global Sales is in contact with Mark *********************** However, **** Smithe will not return our calls and we are told to deal with ***********************, Warranty Manager at *** *************]. ************** spoke with the ** of Global Sales of ***********, 6/19/24 19 & was given an action item but has not responded to the ***** ***, or to us. We remain in the dark, with no resolution in sight.We believe that having one year from order date 7/23/23 is more than sufficient time to deliver a dining room set in satisfactory condition. (More pictures available.)****** & *********************************** *************/*************

  Business response

  07/08/2024

  According to our ****** Services Manager- this was resolved to the client's satisfaction.  She received a refund and we picked up the furniture.

  Customer response

  07/14/2024

   
  Complaint: 21892372
  
  I am rejecting this response because:

  Walter E ********************** [***] claims that refunding 60% of my money should satisfy my concerns and therefore release this complaint brought to the attention of the BBB. *** did return 60% of the original amount to me, but charged me 40% of the total order (Order was $39,000) for a faulty table that was part of a ***** & *** Dining Room Set. The Dining Room set was useless without the table. *** called the imperfections "minor" but how the table was even able to pass inspection at *** and be delivered to my home at all is beyond belief. This is not the first situation weve had with faulty furniture delivered by ***. *** made our ************** with custom fabric FOUR times and it was never acceptable. *** finally returned it for a full refund. So, *** does have the ability to do the right thing and to provide a full refund if they choose to. But, that was on a $3,000 ***, not a $39,000 custom dining room set. ***** & *** was not helpful either. Very disappointing that a high end furniture manufacturer would not stand behind their product. Yes, they offered to remake the table, but it was going to take seven months. That would have been over one year from the original order date for the dining room set. We were told **** ********************** was supposed to inspect the fourth king *** before it was delivered to my house. He did not. Regarding the dining room set and table, Mark ********************** refused to return phone calls, with his admins saying he does not speak to customers. Dealing with *** customer service is an oxymoron. There is no customer service involved. They are slow to respond and are only willing to recite from the standard *** playbook of whats allowed or whats company policy. We will never ever purchase furniture through *** again. To say that Im satisfied is far from the truth. We were bullied in to accepting a 60% refund because that was the only choice, but that does not leave us satisfied, it only put the awful situation behind us. I should also note, that it was going to be a 70% refund, and overnight, it turned into a 60% refund. If we had waited any longer, perhaps we would have received nothing. Lastly, ***********************, their customer service manager, states in her LinkedIn Profile that she has a "100% satisfaction rating with even their most difficult clients." That fact that she focuses on "difficult clients", which we surely fall in to that classification by their standards, speaks volumes. And, she no longer has a 100% satisfaction rating based on our interaction and personal experience. We are reasonable buyers who spent a lot of money to furnish a new home. We have since sold anything we procured at *** because we just don't believe in their ability to deliver quality furniture. 

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

  Business response

  07/16/2024

  Hi **** on 6-27-24
  Thank you for speaking to me today, I am glad we were able to help you with your situation.
  As we discussed we are honoring a 40% cancellation on the custom ***** set and we will pick it all up Tuesday 7/2
  We will pick up the table pads as well.
  Here is the breakdown of monies
  Credit for set $39,037.64
  Cancel Fee -14,525.63
  Remaining credit $24,512.01
  Past due balance $6,538.69
  credit due to client - $17,973.32
  return on table pad -$420.54
  overall credit $18,393.86 refund
  We will process 3 different refunds all back to the same **** ending in 3740
  We are thinking of you and sending healing thoughts.
  Thank you 

  The final Email I have attached client states:
  I should let you know that we cannot take the entire dining room set with us. The table, as you know, is part of a complete set from the ***** & Co.s ************************* Collection. So, when your delivery team comes to retrieve it, along with the table pad, Im going to ask you to instruct them to take the entire set back with them. If I lose all my money, so be it.Obviously, I dont want to, but at this point in my health journey, I cant let this get in the way. 

  
  The client was resolved and accepted the option presented to her with no argument.
  The clients table had minor imperfections we could not repair. The client agreed to reorder the table, she asked to change the size of the table and she signed an agreement to order the table 3/4/2024.
  We provided the client with updates 2x month on the replacement table. While client waited for her replacement table, she had a full dining set she was using in the home.
  Early June 2024 the clients personal circumstances changed and due to this client was now asking for a full refund on her table, chairs, and buffet set. This was no fault of Walter E Smithe that her personal circumstance changed. The client advised they were now moving out of State and had no space for the set.
  Walter E Smithe went above and beyond and provided a fair solution to help the client,the client agreed and accepted the offer. We picked up her set and provided her a partial refund.

  We believe we have gone above & beyond to help this client.  I tried to attach the documents that the client signed, but the files are too big.  Please close this case.

  Thank you

  Customer response

  07/16/2024

   
  Complaint: 21892372
  
  I am rejecting this response because everything *** states happened because they bullied us. Personal circumstances aside, *** delivered a partial dining room set, followed by a table 4 months later that was completely unacceptable. We HAD to move on and forced to accept 60% back on the dollar (reminder, the day before it was going to be 70%!) for fear of losing it all. We lose 40% of $39k, *** gets to sell a complete dining room set. (Remember, they are the ones receiving the remade table from ***** & Co.) We will never change our stance on this. To say we are satisfied giving *** roughly $16k for nothing is absurd, just what we were forced to do not to lose all of our money. Buyer Beware.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased nursery room furniture, March 12 of 2022. Was advised delivery would be by end of ****** ******* was unable to deliver furniture at a time.l and not able to tell me when it would be available. They offered me a different crib in place of the one I had wanted. I had no choice but to take them up on it as I needed a crib. This alternative crib was delivered late as well. The dresser was even further delayed and they could not give me an alternative. For several months, I was misinformed as to delivery date and was given the runaround and lied to with delivery date constantly changing. No one could tell me where these items were.Ultimately I was delivered a dresser that was broken. I had to wait even longer to get a replacement. this took several months of calls and emails and I was told for the inconvenience any further payments would not be needed for the remaining balance. I had paid half upfront. I had to hold onto the broken dresser for seven months and it was not picked up until July 2023 at which point I was told again no further bills would be sent if the broken dresser could be picked up. it is now 23 months after purchase date and I am getting a bill for $384.11. This is despite being told that no further payments would be needed on any items given the inconvenience of the experience, the crib that I did not want that I needed to take, and the dresser. Now they are saying they are only covering the cost of the dresser, but are ignoring the previous bill that should have been set to zero, as well as the wrong crib that I was given. This all Told nearly 2 years after purchase and a year after told . No further payments would be needed and they need to own up to that. There were dozens and dozens of phone calls during 2022 to try and resolve this and get my furniture. I am seeking them to honor their previous statement and accommodate me the inconvenience and wrong furniture shipment.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 ***** swivel chairs March 2023. Total cost of chairs $7,140.17. I pd half when placing order $3,569.17 by Mastercard. Remaining half was due upon delivery which I paid by check Oct. 2023. When chairs were delivered, they were obviously damaged and not up to the quality shown in the store. There were creases and grooves and not smooth, as if they significantly lacked stuffing in the mid back of the chair. The fabric has indents and wrinkles. Some of the seat cushions do not fully meet the back of the chair. These are expensive custom made chairs and should be delivered as shown in the showroom. The delivery people noticed the incorrectness of the chairs immediately and took pictures to send to their superiors of their own accord. I also took photos. Ever since the delivery of the chairs, there have been numerous conversations in which I have spoken to several representatives at Walter E. Smithe about replacing the chairs. They are refusing to do so without full payment. I should not have to pay for the chairs in full until I receive them in perfect condition and new. I asked for verification in writing that I will receive brand new chairs. They are not taking accountability for the damage, or responding to me. They claim the chairs were fine at the warehouse but showed a picture from a distance. I have cancelled the credit card payment and won the dispute therefore they have half the payment for the chairs which are still in my possession. It has been over a month since I requested a written response to confirm they will replace the chairs. At this point, I want a complete refund first and the chairs to be removed from my home. I do not want to deal with a company that has lied to me, gone back on their word and treated a customer that has spent significants amounts in their stores so poorly. They lack integrity. I should not have to fight so hard and so long to have a mistake corrected or be forced to pay for an incomplete order prior to delivery.

  Business response

  03/21/2024

  
  The chairs were reordered on 12-15-23 and delivered on 2-21-24
  As a good will gesture, we provided client with a $396.00 refund, on 3-15-24, for the fabric protectant application and a store credit of $650.00.
   
  Thanks,
   
  *************************
  
  Reception Department Manager

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a customized dining room set with the specific requirement that the two leaves be stored under the table. This was confirmed in our design process however when the table arrived we found that only 1 of the 2 leaves could be stored in the table and both required the decorative apron to be removed. Walter E Smithe tech came to the house to conifrm this. This situation was escalated to warranty, then this information escalated to the client services department and they have offered either $500 refund OR $1000 store credit. They also will not take the table and chairs back so we can replace the set accordingly. They would only take the table back. $500 is only 7% of dining room purchase (we also bought other furniture $500 is only 2.7% of the total purchase) which is not acceptable. At this point we have spent more time and effort than the $500 they are offering. Significantly more compensation than 7% seems reasonable, given we would have years or frustration and inconvenience.

  Customer response

  12/28/2023

  Here is the order receipt for our purchase as requested.

  Business response

  03/21/2024

  Please reply to BBB:

   

  We have researched this matter in detail.  We had been in contact with the client and were working in good faith to resolve a relatively minor issue of one leaf storing instead of two. The other leaf can be easily stored in a closet or basement.

  We sincerely regret the error however, because our goal is perfect service.  Accordingly, we have made a generous offer to accommodate.  We do not believe the issue is significant enough to warrant a refund.  We are standing by to issue the partial refund or store credit.

   

  Thank you,

   

  *************************
  Reception Department Manager
  **************
  ********************************************************************
  www.smithe.com

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 17, 2021, I ordered a table and six chairs from Walter E. Smithe in ********, **. Delivery was made on Dec 22, 2021. Upon receipt, I notified the delivery people that two chairs were unacceptable due to defects. The warranty department promised to replace them.Several months later, approximately Feb 3, 2022, two chairs were delivered, only one of which was acceptable. The chair was sent back. Several more months had passed, when another chair was delivered and it was worse than the original. It was sent back again. More time passed and another chair was delivered approximately on Nov 10, 2022, and it was also defective.All of this time, we are waiting on another replacement chair. On Aug 15, 2023, ****** from Walter E Smithe told me that the warranty period is over. All of this time, I was waiting for a non-defective chair. I should not be responsible for the warranty time period to lapse when this problem has been ongoing from the very first day the merchandise was delivered.What I am requesting is a non defective chair. I will gladly pay in full my remaining balance upon receipt of a good chair.I never expected to have a problem like this.

  Business response

  08/22/2023

  *****
  The issue has been resolved.
  The client does not like the natural markings on her 1 chair, we refunded her for the 1 chair today and we also collected her AR balance

  Customer response

  08/22/2023

   
  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

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 26FEB23 Walter E. Smithe offered via their website a chair for sale for $327(see Screenshot attached). I contacted them via text and email looking to make the purchase and they told me they'd get back to me to complete the order. However the next day they removed the add and offered the chair to me for $4039 and refused to honor their original offer.

  Business response

  02/28/2023

  We are terribly sorry for any miscommunication.  The posting does indicate the item starts at $327.

   

  As a good will gesture, we are able to provide the client with a 40% off retail for any recliner and I will personally match him up with our General Sales Manager now.

   

  Thank you

  
  

  Customer response

  02/28/2023

   
  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. Please let me know who to contact to proceed. 
  
  Sincerely,
  
  ***********************

  Customer response

  03/03/2023

  Hello, in regards to Complaint ID # ********. It was resolved but and I accepted the business' offer. However, I don't know who to follow up with to complete this deal.  Can you assist?  Thanks in advance, ************************ 

  Business response

  04/01/2023

  the prospective client can follow up with ***********************,  our General Manager at the *********** Showroom.  She is standing by ready to assist. Thank you.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a couch in June 2022 from Walter ************** and the couch is not up to the standers. I complain immediately to the sale lady (***) and to warranty department, then in the three weeks, they sent a customer service representative with written order To adjust our cushions ! Even though, I told them that wasnt the problem! In the show room, in side the store they have the same couch, but the cushions were much firmer then we received the couch with. We told the representative guy that, that is not the problem adjusting our cushions! We didnt received the couch what we paid for it. He said he will send email to the warranty department and explain our situation. We were waiting for another 2 weeks, and nobody call from the warranty department, then I contacted *** -the sales lady again, she send email to warranty department and ******** - representative called me and said that she already started working with vendor to get new cushions without talking to me first, so I said that I dont want a new cushions , I just wanna swap the coach for the right one what we paid for. She said that she does not have the authority to authorize that, then I said that I need to talk to somebody who can help me with that, she said that she will contact upper management and present our request and contact me again. We were waiting another week or so then after when she called she said that they can replace the inserts in our cushions for the firm one in three weeks. Three weeks passed and nobody contacted us at all! I called again and they told me, that its gonna be another month. In this point I just wanna the couch to replace with the couch that we paid for. They are dragging their feet and playing games with us. That is not right! They shouldve replaced that couch with the one like In their show room. This is false advertisement!

  Business response

  08/18/2022

  We are terribly sorry the ******* have not been happy with their furniture.  We have been working hard to provide solutions.  We would be more than happy to cancel the order for new cores and provide a full credit exchange.  Thank you

  Customer response

  08/20/2022

   
  Complaint: 17712893
  
  I am rejecting this response because:I have been trying to solve this issue with the business since I bought the couch back in June. It has been a nightmare to deal with the customer service. Every time I call to see what the status of the fix is they keep saying 3 more weeks. I have run out of patience. I am not confident that they can solve my issue by providing new cores and I certainly dont want a credit to shop at their stores again. I would like a full refund and for them to come pick up their couch. 
  
  Sincerely,
  
  *********************

  Business response

  08/25/2022

  **** has attempted to resolve with client

  She has called her twice and Emailed her with no response

  The sofa is ready for delivery or client can process the Exchange she asked for previously

  Thank you

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought furniture from walter e smithe about 1 year ago. After 9 months or so the furniture started to wear very poorly. I called customer service back in February and they said they would allow me to pick new furniture and give me a fabric upgrade. After I went through the process of picking new fabric they wanted to charge me an additional ***************************************************************************************** back. It is now the end of April and no one has contacted me since. I have called several times, left several messages and no response. I'm out thousands of dollars, and they want me to spend more money! The customer service is a joke. At this point I would like to just return my furniture and start over with a better company.

  Business response

  04/29/2022

  The furniture was delivered in April of 2021.  ******************* contacted us on March 1st 2022 and we acted immediately and in good faith.  We provided a full credit exchange in the amount of $6253.76. 

  ******************* worked with a Designer at our store to select a new sectional and fabric.  When the options were not satisfactory to *******************, we went above and beyond and provided her with a $1000.00 upgrade on March 28th.    The client has $1000.00 additional to spend on a different sectional.

  We are sorry there was an issue with the fabric but we have stood by and acted in good faith trying to remedy this issue. After 1 year of use in the home, we are providing a full credit exchange plus a $1000.00 upgrade to help cover any additional costs.

   

  Thank you.

  
  

  Customer response

  04/30/2022

   
  Complaint: 17113530
  
  I am rejecting this response because:They did not give me a full refund. They want me to spend more money than I originally paided for the furniture. I would gladly take a full refund and be done. Sincerely,
  
  *****************************

  Business response

  05/02/2022

  We understand that there was a fabric issue after 1 year of use.  We are standing behind the warranty and providing a full credit exchange plus a one thousand dollar upgrade that we will absorb.   This one thousand dollar upgrade will help with any price difference caused by price changes or grade increases.

  On the original purchase, the fabric was a grade 3.   The fabric options for the exchange that ******************* is looking at are a grade 3, 5 and 9.  

  All are higher in price because of price increases over the last year (goods and labor are more expensive) and the increase due to a higher grade of fabric.

  We will agree to match the price and cover any additional expense if the exchange stays in a grade 3 but if she selects a grade 5 or 9, any increase over the one thousand we agreed to cover will need to be absorbed by the client.

  I would recommend that the exchange stays in the same 3 grade of fabric.

  We have been working in good faith this entire time and ******************* posted a negative ****** review hurting our business. 

  I remain ready to move forward and would like ******************* to contact me.  I can be reached at ****************************** or ************.  Thank you.

  Customer response

  05/03/2022

   
  Complaint: 17113530
  
  I am rejecting this response because:

  I have had the furniture for less than 9 months when I filed my complaint. I do not think I should have to pay more for the furniture. I should get the same furniture at the same price I paid for it since this is not my fault the furniture did not last for even a year. Not only that they are charging me almost twice as much for the same furniture. looking at the documents I submited you will see I paid about **** per a piece and they are charging almost **** per a piece now, only a year later, talk about inflation. I was told by 2 desingers that I should never have picked this fabric because it would not hold up. That was the desingers job to inform me about the fabric and if the fabric is so bad why does this company even offer it as an option. I was told I would get a free fabric upgrade by ******** Now they want me to pay a **** for the same furniture with the same grade fabric. look at the documents they speak for themselves. This is completly unaccetpable. I should not have to pay a ***** more for faulty furniture. If they would stick to their word and give me a free fabric upgrade, cost free. we would not be in the situation. Futhermore, The fabric choices are very limited and if I would have know now what I know about fabric I would not have brought this furniture. They took advantage of the situation and are continuing  to take advantage and trying to get more money out of me which is even more upsetting. If you sell somebody a faulty product you should eat the cost, not the customer. I was told by ******* that I would get the same furniture, at the same cost, with the same discounts that I originally paid plus a fabric upgrade. that is what I am receiving.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a bedroom set for $2700+ way back in November.The salesperson told me it was made in ************** and was in stock there already and told us we would get the furniture in early January.I have been calling regularly since January and every time I am told basically to "wait two weeks."I'm really confused because in one of my phone calls with Smithe they told me about containers on the water... yet the salesperson told me it's coming from the ****I'm tired of waiting, we moved into a brand new apartment in the fall and have been using cardboard boxes for storage. This is crazy!!

  Business response

  04/02/2022

  Thank you for bringing this to our attention so that we could address it. Client has agreed to accept $600 discount to wait for their order. Thank you

  Customer response

  04/09/2022

   
  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

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going back and forth with **** from Walter E ***** for sometime now.I bought a ************************* in 2017 and I have had issues with it from day one. The salesman never told me it came in a foam cushion option. The Cuddle Chaise was faulty from day 1. I contacted the warranty **** and they replaced the cushion once. I was told there is a lifetime guarantee on cushions.The cushion again failed and I contacted them and was told I had to pay $700 at that time.I contacted Walter E Smithe again. I sent pictures in and **** in the Customer Service **** told me there was nothing wrong with my cushion and I needed to flip them. Granted they need to be flipped, however, the cuddle chaise cannot be flipped because of the way the arm is. I sent pictures and she said there is nothing they can do and there is nothing wrong with my cushion. If I wanted a new cushion, then I needed to pay for it.I had an issue with another couch, from Walter E Smithe that I had bought and had the serviceman look at the the Milford cushion. He stated that it was indeed faulty.He took this back to the ***************** who now told me the manufacturer was not taking orders for this at this time.I have been waiting for years now for a new cushion and feel I have been more than patient.Today I received an email from **** that the Manufacturer is not making this cushion anytime in the foreseeable future. I paid a lot of money for this couch and because I thought the reputation that Walter E Smithe had was so good I bought from them.It has been such a nightmare. No one will help me. The only one that seems to want to help is the repair guy. I want Walter E Smithe to honor the lifetime guarantee on the cushion for my couch. I need a cushion and they need to find someone who is more willing to help customers than **** is.

  Business response

  02/23/2022

  We are terribly sorry for the extreme delay. Under the terms of our warranty, we did approve to replace the seat core.   I am happy to report there has been a new core on order since October for no charge to the client.  We are hoping to be able to procure this core in the next few months.  ** manufacturers are having a difficult time with component parts and we are at the mercy of their suppliers.     Please accept our apologies.

  Customer response

  02/23/2022

   
  Complaint: 16796291
  
  I am rejecting this response because:per response from **** yesterday, the manufacturer will not be making these cores anytime soon in the near future. I have been asking when my core can be ordered and at No time was I told it had been ordered. Each time I have tried to get an update on my order  I have been told the manufacturer was not taking orders. I am so extremely  frustrated that a totally different response is being given to the BBB. I have no confidence in the Smithe company. I would like someone, from Smithe, Not ****, respond with what the next step and timeframe for my replacement will be. I understand supply chain issues but this is getting ridiculous abs I have No confidence in Smithe customer service. 
  
  Sincerely,
  
  ***********************

  Business response

  02/24/2022

  We will do what we can to get the factory to produce these cores in the next 60 days.  We appreciate your patience.  Thank you

  Customer response

  03/01/2022

   
  Complaint: 16796291
  
  I am rejecting this response because:I would like to keep this open, if possible, until Walter E Smithe provides me with the cushion. I have been waiting almost a year for someone to help me. its taken me to contact BBB for anyone at the company to provide any assistance at all 
  
  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. ↩