ComplaintsforFurniture Mall of Kansas

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a mattress on Dec 2 2023. They delivered the wrong mattress. When I called the store 4 times to let them know they delivered the wrong mattress I either didn’t get any return calls or the person I spoke with doubted my concern. I went back to store and someone did acknowledge they delivered wrong mattress and scheduled delivery of correct mattress. Delivery crew that came back out was very rude and inconsiderate of my home - complaining that they couldn’t get mattress in or out of house, knocking into my light fixtures, knocking wreath off my door. Next I saw the other delivery guy dragging my replacement mattress up my driveway - not carrying but dragging. Once inside the home I was watching closely and warned them several times to stop moving or theyd tear the mattress - they ignored me and tore the mattress. It took multiple calls to get someone to call me back - she was abrupt and rude. I asked to speak with a manager - she said the owners and managers “make a lot of money and travel too much” and couldn’t call me back. She said I’d have to deal with her. I asked her to please have someone else call me. No one has called. I’ve reached out to Gen Manager and Owner and received no response. They’ve told my credit card company they want to resolve it but they don’t return my calls to the store. I’m disappointed in the poor service and communication. It’s frustrating when a company won’t acknowledge their errors or errors of their employees and don’t take accountability.

  Customer response

  03/13/2024

  I have finally made contact with the store after 2 1/2 months of trying (leaving messages and getting no calls back). I’ve recently (3/11/24) spoken with someone named Jason who is sort of speaking out both sides of his mouth. Keeps telling me we’ll find a solution but until I see resolution I’m not trusting they will follow through. This ***** was supposed to call me this afternoon ((3/12/24) and I haven’t heard from him yet (it’s 5:20pm here). I will continue to keep BBB informed. Thank you the work you all are doing to help get this resolved.

  

  Business response

  03/15/2024

  I apologize for any miscommunications and I am so glad we were able to get in contact with you and schedule your delivery with you! 

  Customer response

  03/25/2024

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

  the base they’ve delivered has a problem with the motor.

  I have reached out to my contact at the store, ****** 3 times and have not heard back. 
  

  I’m exhausted by having to fight for customer service attention and having either the wrong item, damaged items, or items that aren’t working as they should. 
  
  Sincerely,
  
  ***** ***** ************

  

  Business response

  04/09/2024

  Thank you for letting us know that you were having an issue with the base. We were able to get a replacement to you last week to solve any trouble it was giving you!

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased the bedroom set on June 3, 2023 for the total of $12.375. I asked when the furniture would be ready to be delivered. They said in about ten weeks. I have been waiting and it's been a long time. So, I decided to go to the Furniture Mall in Lee's Summit, Missouri as they texted me letting me know that it's a grand opening. I went there on October 12, 2023 and went ahead to buy the bedroom furniture and they said it would be delivered in a week. I asked that the bedroom set be exchanged and I got the refund of the difference. Instead, the Furniture Mall in Olathe, KS refused to honor my request. They took 25 percent away from me saying it is a restock fee. That's $2,380. They never mentioned the restock fee. I remember they did say they would deliver to my home and if I do not like it, they can come back to pick them up and I got a refund. I asked that I got a full refund due to miscommunication. They refused. I am deaf and I wished the sign language interpreter be provided to have full access to communication. If they still refuse to provide me a full refund. I will take them to a small claims court and have the judge decide. The account number is **** **** **** ****. Lastly, they still have not informed me when the furniture would be delivered. It had been four months waiting. I am happy that I got the furniture from Lee's Summit in a week.

  

  Business response

  11/13/2023

  We are so glad that you got a bedroom set for your home! We apologize the first bedroom set you ordered was special ordered from the Amish was already in the warehouse and ready to be delivered to you when you decided to select something different. We promptly refunded the 75% credit as documented on each receipt. 

  

  Business response

  12/18/2023

  I'm sorry that you rejected the response but I have included an image of the receipt where you signed that you agreed to the information stated on the receipt. (this is not a picture of your signature as to not share personal information). We also discussed this before processing the refund.

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: you never communicated with me in writing about the restock fee.  Please send me all the notes we wrote in communication on the day of purchase.  I want to review everything that was conveyed to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a double flexsteel recliner/ couch from the store on 11/12/22 for approximately $2650.00. We did buy from their bargain room but before we completed the paperwork, I did a full walk around inspection of the unit, and did not find any flaws. The furniture was delivered the day before Thanksgiving and before the delivery men left, I checked out the furniture and found 2 places where the cloth on both sides has small tears,. The young men who delivered took pictures and said we would be contacted within the hour to make arrangements with us about what would be done. I had to call and was told after the holiday someone would be in touch, I told them that I felt at the time that they should give us a new piece of furniture because we had spent a substantial amount of money for the furniture, the personal kind of shrugged it off. A few days after we were informed that they would be replacing the defective pieces by the end of the month (Dec) . By the the end it was moved to January, now it's Feb or probably March. My wife and I feel that they are just prolonging doing anything, we still have the tagga hanging off the furniture.

  

  Business response

  02/06/2023

  A service ticket has been put in for this guest on 11/23/22. We have ordered new fabric for the RSF arm and LSF arm. Unfortunately the fabric has been delayed of which we do not have any control over .  A refund is not an option due to this being a clearance piece. We will get the tears repaired when the fabric arrives from the manufacturer or if the guest would like to reselect something else we will be happy to have them do that. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered furniture in October of 2021. If finally comes in March 2022. Upon inspection by delivery driver the following have damage: Dining room table - has compression damage to side of table top. Either banded too heavily or has been hit. Wood on end of table has been chipped off. Chair - leg broken and not delivered Buffet - top has a 2-3' split in wood and visibly moves with slight pressure. Driver indicated a service call had been called in and we should expect a call within an hour. Have not received call. Attempts were made to contact both Olathe and Topeka stores. No answer on any option. Eventually call goes to voicemail, no message can be left.

  

  Business response

  03/15/2022

  Spoke with guest on 3/14/22 and scheduled a pick up of the furniture that he no longer wants on 3/18/22. Will process the refund on 3/18/22. 

  Customer response

  03/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ****

*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. ↩