ComplaintsforWalter E. Smithe Furniture-Itasca

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered furniture in March 2021. The estimated delivery date given at the time the order was placed was 26 weeks. We communicated with the sales associate the importance of delivery around estimated time frame due to plans to relocate. We have communicated for months with management because we have to date not received our furniture. Walter Smithe Furniture company has promised several delivery time frames and continues to push back the dates. We have been denied a full refund. Last promise was that they would deliver our furniture to our new address in Georgia without additional delivery cost by end of January. When we did not receive the furniture, we reached out to them via e-mail. As of yet we have not been given a delivery date. Therefore we are requesting full refund of money paid in the amount of $3871.00.

  Business response

  02/07/2022

  We are terribly sorry for the delay.  The pandemic has had profound effects on the furniture industry.   We have been working in good faith all along.  We provided a $799 long distance delivery fee for no charge and we adjusted the order by a $600 cash discount to wait the delay out.  The furniture has been completed and is on it's way to our Long Distance ***** ********************** and once the balance of $2145.749 is paid, delivery will be arranged.  Thank you.

  Customer response

  02/14/2022

   
  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

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My complaint is with Walter E ***** furniture company .. We ordered the furniture in July and delivery didnt come until mid October. No one from the company called to explain why the delivery was late. The delivery came October 16th, the living room couch sectional was damaged, took pictures of the underskirt, pillow not connecting in the sectional corner, cord on the back of the couch appears to be loose and etc. The cost of the sectional is more than $5000. I also received the dining room table with poor alignment, bench cracked and the table chairs were dirty. I had already given the company approximately $15,000 in payment prior to receiving the furniture, also we took pictures of everything that was damaged on the day of delivery and sent it to the Walter E. Furniture company. In November, We finally got a technician to come out to look at the furniture we bought at Walter E *****. The technician told us it will be 2 to 3 days and they will contact me. Never did they contact me after the tech report. I called them weeks later and thats when they wanted to negotiate with me about the furniture. Offering to give me $1000 on a upgrade for the table and repair sofa sectional. I wanted to make sure that they understood that I didnt come in to purchase custom furniture that was imperfect. The problem began when I had to continually call Walter E ***** to speak to them all through November and only on December 8 I received a call from someone by the name of ****** to resolve this situation. The poor customer service made me lose confidence in this company. They knew things were wrong from the tech report. I will send you a copy of their offer made by Water ************** company. I told him no, I have no confidence in your company and will not except repairs for furniture that I paid cash for and received it damaged. To top everything off, I never received my cabinet that goes with the dining set at all and received no explanation. It

  Business response

  01/07/2022

  We have worked in good faith trying to resolve the issues brought by the ******** family. 

  We are terribly sorry about the way they are feeling about the table and chair quality and sectional that was damaged on delivery.

  We have provided several solutions for the table, chairs and sectional.

  Regarding the table and chairs:     These are a value priced item.   These are within industry standards for the price point and all have some variations. The table and chairs are represented the same way on all our showrooms.    They are not defective. 

  We have provided a full credit exchange  + a 10% free upgrade. 

  Regarding the sectional;    the bottom cambric and piping were damaged on delivery.  We can easily take care of this in our in shop *********************** in a week turnaround. 

  We have also provided the client with a $1000.00 Gift Card with our appreciation for her understanding and then upgraded that to a $2000.00 Gift Card or $1000.00 cash discount when the $1000.00 was accepted and then declined.   

   

  We think this is more than fair and would like to hear from client soon so we can remedy these issues.

  Customer response

  01/10/2022

   
  Complaint: 16425494
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  01/18/2022

  Tell us why here...The Walter ************** purchase begin in June with the attached purchase invoice. On the day of delivery in October, the company received pictures of my complaint on the furniture. In November the companys technicians was dispatched to see the furniture and was in agreeance with the defective furniture (sectional and table chairs and bench). Communication with this company was far an in between. I initiated the calls after the first complaint (the day of delivery), after the tech report in November was received back in the office of Walter ************** Company, I called which was appropriately 2-3 weeks later.  After no resolve from the company, I called in December to have the furniture picked up and money to be re- funded for my purchase. Please see the information attachment of the communication and invoice.

  Business response

  01/19/2022

  We have worked in good faith trying to resolve the issues brought by the ******** family and apologize for any frustration.

  
  We are terribly sorry about the way they are feeling about the table and chair quality and sectional that was damaged on delivery.
  We have provided several solutions for the table, chairs and sectional.

  
  Regarding the table and chairs:     These are a value priced item.  These are within industry standards for the price point and all have some variations. The table and chairs are represented the same way on all our showrooms.    They are not defective. 
  

  We have provided a full credit exchange  + a 10% free upgrade. 
  Regarding the sectional;    the bottom cambric and piping were damaged on delivery.  We can easily take care of this in our in shop *********************** in a week turnaround. 
  

  We have also provided the client with a $1000.00 Gift Card with our appreciation for her understanding and then upgraded that to a $2000.00 Gift Card or $1000.00 cash discount when the $1000.00 was accepted and then declined.   

  The order is not eligible for cancelation.
  
  We think these solutions are more than fair and would like to move forward.    
  

  Customer response

  01/28/2022

   
  Complaint: 16425494
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

   

  I'm  asking that the case be reopened with the above considerations.

   

  I am rejecting  the response from the Walter ************** business with the sectional. I paid for a new sectional sofa with no flaws.- Please consider remaking my sectional with no  flaws or ***** dollar cash credit with repairs, not a gift card. The company can reorder the dining room table and replace all of the chairs to the dining room table with no flaws or damages.

   

  Business response

  02/08/2022

  We have been working in good faith and our previous options to remedy have been more than fair and responsive.  We have provided a full credit exchange + 10% upgrade for the table and chairs which are not defective.  We have provided a $1k cash discount or $2k *** gift card as compensation for the issues with the sectional;  which we can resolve very quickly.  We have reached out limits to what we can do and we have reached that limit.  Let's move forward with the solutions we have provided.

   

  Thank you.

  Customer response

  02/15/2022

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

   

  The table and is grossly defective; and, the chairs though seemingly undefective were mishandled and delivered soiled.  Simply, remove table and chairs, immediately!

  For the couch, ensure highest quality of craftmanship for both couch and pillows with highest quality of foam covering back of couch as well.    

  Sincerely,

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

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