ComplaintsforFactory Furniture Outlet

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is that I went to Factory Furniture Outlet to purchase a dinette set, paid $650.00 with a balance owed of $191. When I received the dinette set it was scratched and glass was also scratched very badly. She returned it and requested another set on March 29, 2024. When is was delivered April 12th, it was worse than the first one. I called and spoke to ******* and was told that she received the display instead of a new dinette set. I requested a new dinette set and was given the floor model instead two times. I am requesting a refund of the purchase. I want my $650 back. I am not paying for any delivery charges due to the fact that they did not honor the purchase of a new dinette set. I was given the floor model both times.

  

  Business response

  04/17/2024

       Good morning, To whom it may concern,
   Customer ***************************, INVOICE #****, MS ***** put a dining table and 4 chairs that was a floor sample in layaway, our layaway policy is only for 90 days, however the item has been in layaway since APRIL  15, 2023,  A month ago I call Ms. ***** to inform her that if she does not take the item off layaway and paid in full for delivery, she will be charged a $79 fee per month. She then came and put another payment down and then said she will be taking it out in another week . However, its two weeks later before she set a delivery date, and she made a comment about hope my stuff is ok, i then told her it's been in for a year which is way beyond their time frame of keeping an item in layaway .However the delivery date is set and the item upon delivery she still have a *** of $191.00 to pay to the driver, which she refuse to until they bring the table set in and set it up again  before she pay the charge. After the items have been set up, she then told the guys its scratch ,so take it back,  the delivery team did return the table set to the store. She then, call to say she want all her money back ,which at this point she would minus the 2 delivery charges, so a week later she calls and ask if we can have the table touch up and she will take it.  We went ahead and call the people to come in and touch up the table for her and then schedule another delivery date. the day of this second  delivery  she did not pay the *** she had the guys do the same thing, bring the table set in and  set it up then she refuse it again, while the guys are there she call the store to say she want her money back , I advise her of the restocking fee of 25% or she need to pay the 2 delivery charges . She said she is not paying it and she would like all of her money back.  Her total is $991.29 and she paid $700.00 and still has the balance of $191.00. the 2 delivery charges are $260.00 the 25% fee is $195.75, Thanks for your cooperation in this matter.
  
  
  
  
  manager, *******************************.

*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. ↩