ComplaintsforGardner White Furniture Company

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of Transaction was August 2021 I had 3 transactions in one week 1) chocolate *************** delivered damaged 2) I returned & exchanged it for a different set 3) set came( leather furniture) it was the wrong sectional 4) returned that set and the new set(******* sectional) came in correct It was suppose to be Interest ******** find out Im being charged Interest.I have spoken to ******* at the headquarters on numerous occasions, she said she would fix the issue and it hasnt been done its going on 4 months. Ive been to Macomb on numerous occasions and spoken to I believe her name is ******** in person.Comenity Bank has the wrong information, and has been charging me interest When it was suppose to interest and tax free when I bought the furniture.When I spoke to ******* on several different occasions that she would send me the correct information and that hasnt happened. I also feel like Im being ignored. She gave me her direct extension **** and it doesnt work. I need this situation to be taken care of immediately The price at the time of buying the furniture was $2799.99 We went over this price when I spoke to ******* as well as ********. Everything to my understanding was good to go and still no Updates or paperwork has been sent to Comenity Bank.I never received the new paperwork for the furniture.Only paperwork I got was when I got the chocolate set in person The other furniture was exchanged over the phone!5)Set was sent that evening

  

  Business response

  03/09/2022

  Good afternoon,
  
  Upon reviewing the customers ADS account, they have not been charged interest due to an expired promotion, however, they have been charged late fees and ADS does charge interest on late fees.  All of the promotions are still in effect, with the 12 month promotion expiring August 2022.  The current promotions are as follows:
  
  8/9/2021         $1,421.07 Sale            12 month promo
  8/14/2022       $1,063.78 Exchange   18 month promo
  8/14/2022       $   ****** Exchange    18 month promo

   

  Above notes provided from our corporate credit specialist, I hope this helps. 

   

  Kind regards 

  Customer response

  03/10/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  Yes I have everything they are showing. Again Ive tried to resolve the issue with Gardner White in person and by Corporate. What they have attached doesnt even show what I currently have. Not to mention I had a 18 month interest free on the furniture I have now which is the ******* collection. They never gave me the updated paperwork that Ive asked for by email in person ands on the phone.
  As the furniture that was delivered the exchange was done by phone. I have spoken to ******** numerous times at Gardner White with no resolution. The problem being Im being charged interest that I should have never been charged interest on thats 1, and 2 Gardner White No longer has the Gardner White credit card so Im left dealing with ************** This should have been cleared up back in August and/or September of 2021. The 1st set of furniture I had was the chocolate 2 separate pieces which I returned cause it was damaged, the 3rd one that they show was the ******* sectional leather furniture that they brought which was the wrong furniture, on the 3rd attempt they brought the correct furniture which is the ******* right arm sectional regular fabric which I show in the picture. The paperwork they have attached doesnt even correspond with what I have. 
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  **************************

  

  Business response

  04/26/2022

  Good afternoon

  After reviewing ****************** account it has been determined that her merchandise is under 2 different promotion plans. The original purchase of a 2 pc Alliston set was put on a 12 month promotion that required equal monthly payments.  Guest reselected the ALLISTON to the **** sectional and then reselected the **** sectional to the *******. 

  Each time the reselection was made, the set was upgraded, The first purchase amount was $1421.07 which remains on the 12 month promotion, expires on 8/09/22. (It needs to be paid in full or guest will be charged interest dating back to 8/09/21) The upgrade cost difference to the ******* was $1863.78 that is on a 18 month promotion which will expire February 14, 2023 (Which would need to be paid in full or the guest will be charged interest) 

  Each one of these plans have a "deferred interest plan" and this means that she will not be charged any interest at all as long as she pays the charges off within the allotted time given to her at the point of sale. 

  So in reality the guest is not being charged any interest if she makes her payments on time. 

  We have looked into her account and there has been some late payments made and she has been charged late fees for those late payments and those late fees do come with interest, that is due to payment history not the promotions which are still in place. 

  There is no way to switch the promotions at this time, they will have to stay in place and run it's course, as long as guest's payment history stays in good standing and the promotions are paid off on time there will be no interest applied. 

   

  Kind regards 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello . I had went furniture shopping in the beginning of November for a couch and chair at Gardner White in ******** ******** and was told by the sales person that the chair would be a week to two weeks later after the couch was delivered the week of November 21. After waiting a week for a phone call from Gardner White I called the Brighton store on Saturday the ***** inquiring about my delivery I was told that I could get my delivery the next day which was Sunday and the couch that was delivered was the wrong couch the delivery crew said they can leave it and bring the correct couch during this week and they would call Gardner White and straighten everything out after I did not receive a call from Gardner White regarding this problem I called the store again.I was told on this phone call with somebody from the Brighton store that a person will be calling me from the gardener white customer service team to straighten this problem out I never got that call so I called the store in Brighton one more time and was told that the furniture that I ordered is scheduled to be in on December 19 but I was told that the couch was in stock and it they would deliver it the week of November 21 When I set up the $3500 financing for this couch and chair in the beginning of November. No calls from Gardner White corporate or from the Gardner White Brighton store have happened as of yet with a solution to this problem or a apology it seems to me that they are selling furniture that they do not have in stock in order to get your money. . This is very frustrating Since I set up the financing in the beginning of November for furniture that they do not have. I am completely aware of the supply chain issues and that is why when I went into the store to order this furniture in the beginning of November I specifically said I want to see what you have in stock . My phone number for the order is ************ Thank You

  

  Business response

  12/14/2021

  Good afternoon

   

  As of 12/4/21 the sofa that is listed on this complaint has been removed from the guest home per her request. The guest has one open order that is pending with Gardner-White. 

   

  Kind regards 

  Customer response

  12/16/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  Generic response . What happened to the couch I paid for ?  You removed the incorrect couch that you brought . 

  I was told 3 different stories from the Brighton store. Not one call from corporate. 

  Like I said before , running a scam and blaming it on the supply chain.

   
  Regards,
  
  ***************************

  

  Business response

  03/09/2022

  Good morning

   

  This concern has been rectified with guest returning the sofa that is listed and canceling all pending items. 

   

  Kind regards 

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