ComplaintsforElmira Wholesale Furniture

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  DATE OF PURCHASE: 05/07/2024 PURCHASE AMOUNT PAID: IN FULL $675.00 PRODUCT PURCHASED: ****** 2820 ALPHONS RECLINING LOVESEAT PUTTY SALES ASSOCIATE NAMES: JACK H AND RACHEL R ON DATE ABOVE, I PURCHASED A LOVESEAT. ONCE HOME AND IN MY HOME, I REALIZED THE FOOT REST WON'T FULLY EXTEND WITHOUT CATCHING AND PULLING IT FULLY UP. THEN IT CATCHES CLOSING. IT HAVE A PULL LEVER TO EXTEND THE FOOT EXTENSION. TO CLOSE THE FOOT EXTENSION, YOU PUSH IT DOWN WITH YOUR LEGS. BUT AS I STATED, IT CATCHES AND I NEED TO CLOSE IT BY HAND. DUE TO THOSE PROBLEMS, I DON'T USE THE FOOT REST TO ELEVATE MY LEGS AS MY DOCTOR SAYS I SHOULD DO WHEN RELAXING. I CALLED THE NEXT DAY, TALKED TO THE SALES MAN NAMED JACK. HE INFORMED ME THAT HE WOULD CONTACT THE REPAIRMAN AND HAVE HIM FIX THE FOOTREST AS IT'S UNDER WARRANTY. I'VE CALLED ATLEAST ONCE A WEEK TO GET UPDATES ON WHEN THEIR REPAIRMAN WILL CONTACT ME TO RESOLVE AND FIX MY LOVESEAT. LAST WEEK WHEN I CONTACTED RACHEL, SHE TOLD ME SHE EMAILED THE REPAIRMAN AGAIN, INCLUDING MY ADDRESS AND PHONE NUMBER. SHE TOLD ME IF HE CONTACTS HER, SHE'D UPDATE ME ON THE STATUS AND ESTIMATED REPAIR DATE. AS OF FILING THIS COMPLAINT, I STILL HAVEN'T GOTTEN A RETURN CALL FROM JACK, RACHEL, NOR THEIR REPAIRMAN. NEITHER OF THE SALES ASSOCIATES MENTIONED WILL GIVE ME THE CONTACT INFORMATION FOR THEIR REPAIRMAN SO I COULD CONTACT HIM DIRECTLY. I'VE TOLD BOTH JACK AND RACHEL, THAT I FEEL I SHOULD GET A NEW REPLACEMENT LOVESEAT SENSE IT'S BEEN 3 WEEKS AND THIS PROBLEM HASN'T BEEN RESOLVED AS THEY SAID IT WOULD BE WITHIN A FEW DAYS. I BELIEVE THEIR JUST SAYING WHAT THEY THINK MY EARS WANNA HEAR INSTEAD OF RESOLVING THIS PURCHASE PROBLEM BEFORE THE WARRANTY MAY EXPIRE. I CALLED THEM THIS PAST SATURDAY DURING BUSINESS HOURS. THEY DIDN'T ANSWER OR RETURN MY CALL. I DID SAY ON MY MESSAGE THAT I WOULD CONTACT YOU, THE BBB AND FILE A COMPLAINT, WHICH I'M DOING NOW. I PRAY YOU CAN HELP ME RESOLVE THIS ISSUE. I'D LIKE MY LOVESEAT REPLACED OR MONEY REFUNDED. THANKS

  Business response

  07/02/2024

  We have been in contact with this customer, as has our repair tech. New parts were ordered and the repair has been completed. Thank you

  Customer response

  07/02/2024

  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, ***** ********* Thank you for helping me resolve this issue fully.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a couch from Elmira Wholesale Furniture on 3/5/2021 for $2,379.00, I reported issues directly to Jack regarding the purchase shortly after having the item delivered. They did come out and "re-stuff" one of the cushions. However It took over a year to get someone out to service the couch where the frame was broken, also the cushions have poor stitching and have come apart. I have provided images and have been assured for over a year that new cushions were on the way. on 8/7, the manufacturer "Closed down" and they have no update on the cushions for my couch. My couch has been barely used and is falling apart and looks HORRIBLE and has looked horrible for over 2 years! i keep getting pushed off by Jack who take zero responsibility. Spending this much on a couch, you'd expect it to last. I want the couch picked up by Elmira Whole Sale Furniture, and I'd like to be refunded so that I can finally buy furniture that we can actually use where stuffing isn't falling out of the cushions.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a recliner 3/20/21. Because of COVID, recliner delivery to Elmira Wholesale Furniture was delayed about one year. I paid $500 plus tax for a defective recliner. The issue was reported to Jack at Elmira Wholesale Furniture. I have followed up numerous times by phone and by email. No response. The sides of the recliner are loose, foot rest will pop up without using the lever. The footrest is very low. The seat of the chair is higher on one side making it very uncomfortable.

  Business response

  12/01/2022

  Thank you for sending.  This customer called us about 5 months ago saying the recliner will not recline.  We went to her house and the back was not clicked in correctly.  Once we fixed that everything was working as it should.  Have not heard from her since that day.We will reach back out and go take a look at her recliner once again and see if there is something we can do for her.

  Customer response

  12/06/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Jack visited my home and repaired a sofa.  St that time I told him about issues with the recliner.  While sitting, the recliner will go into recline mode on its own. Also, showed him how loose the sides of the recliner are, how one side sits higher than the other.  It is very uncomfortable. Jack said he would get back to me for resolution.  He never has. I have called numerous times leaving voicemails.  One time, a woman picked up my call saying Jack will be in tomorrow and he will get back to me.  I have been totally ignored by Jack.  This is why I contacted BBB. Thank you for your help. Regards, *****

  Business response

  02/01/2023

  I will be in contact with the customer shortly. But **** Furniture, the manufacturer behind her recliner has gone out of business with no explanation. We have been trying to get in contact with any representatives from **** but so far no one has been able help us out. So as of right now the manufacturer's warranty which came with the item is no longer able to be used. Which unfortunately was the only way we could get the item replaced. I will be offering the customer a partial credit to help out with the inconvenience.

  Customer response

  03/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Again, Elmira Wholesale Furniture said that they would contact me.  They have not.  Regards,  ******** ********  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an ottoman from Elmira Wholesale Furniture on 03/20/2021, I paid in full for the ottoman for a total cost of $243.00. I was told the ottoman would take 6 months to a year to come in. Fast forward to the current date and it never came in. I called Elmira Wholesale Furniture almost 3 weeks ago and asked for a refund. I was told a check would go out in the mail. I never received a refund and I’ve called multiple times, each time I call I’m told they will call me back and I never receive a return call. I want a full refund for the price I paid. Not only did they not deliver the ottoman in 6 months to a year, now they won’t refund my money.

  Business response

  02/01/2023

  I was unaware that the check was never mailed out. It will be ready to go out today.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a king size mattress with a foundation on December 4th, 2021 and was told this would take 2 weeks, I reached out on several occasions and was told there was a delay and it should be here any day and they would call me once they received the item, about a month later I didn’t hear back so I called them and they told me my mattress and foundation has been there for a bit and they got my phone number wrong so they couldn’t get ahold of me, even though I messaged them on Facebook. Anyways, the mattress and foundation finally gets scheduled on January 31st, 2022. I get a call 2 hours before the delivery time stating my delivery might have to be rescheduled due to a driver calling off (I completely understand this part), they were able to deliver my furniture that day after all. However, the delivery folks came and upon bringing in my mattress and foundation they found out they had two different sized foundations (one 6 inch and one 8 inch) and they would call me when they get back to the store to confirm what foundation they had, I was unaware there was two different sizes they offered so I stated I would like the smaller of the two. They were unable to determine which sizes they delivered me so they stated they would order a new foundation for me and this should take 2-3 weeks. Here, on May 5th, 2022 I’m still waiting on my foundation and currently have two different sized ones in my apartment taking up space I don’t have. I messaged them on May 3rd, 2022 asking for an update and this has still yet to come in and I asked for a partial refund on the foundation and was told they would let me know once the manager came in on May 3rd what they could do for me but I haven’t received a response. On several occasions I've tried to reach out and most of the time resulting in no response or being ignored on what the status is. I have attached a series of screenshots along with the invoice for this product, I am happy to provide any additional info.

  Business response

  05/27/2022

  Just spoke with the customer and told him the box spring should be on the next mattress truck coming in and we will give him a call once unloaded. He was ok with that and didn't ask for anything else.What happened was the box springs that came in , one was marked wrong from the factory and was bigger than the other one. Knowing that they could come in different sizes he took a while to decide on which one he wanted and once he made that decision we ordered the appropriate size.Thank you ,Ryan W*****###-###-####

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased couches from elmira wholesale furniture 3 years ago. This furniture came with a lifetime guarantee. This covers the couches to be fully replaced should the frame break with no extra charge. My 12 year old son jumped from. Sofa to the other sofa, breaking both frames. I contacted elmira wholesale furniture and spoke with Jack. I filed a claim and jack came out to my home and took photos of my broken couches. He said since covid claims are taking a bit longer. This was October of 2020. I have contacted Jack several times and he keeps telling me he's waiting on the manufacturer. At this point I am starting to believe my sofas are never going to be replaced. Please help

  Business response

  01/05/2022

  Jack from the business explained that the son's jumping voided the manufacturer's warranty.

  Customer response

  01/05/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******** ******* * have been in contact with Jack for a whole year regarding this issue. He never mentioned that my warranty was voided. The warrantee stated that for any reason the frame breaks I am covered with new couches. This is the only reason I purchased these couches. 

*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. ↩