Business Profile

Furniture Stores

Dufresne Furniture & Appliances

Complaints

This profile includes complaints for Dufresne Furniture & Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

41 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:13/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
02/09/24 I purchased a Tempurpedic boxspring and when got home noticed that one of the items has a broken corner inside the package. Immediately I called the company to start a return but was told I need to do a warranty claim. After 2 days of going back and forth they now filed a claim with Tempurpedic and I'm told to wait 7 days. I've asked multiple times to return the damaged item and I've been told to wait on warranty. Now today(02/12/24) after explaining the Dufrense policy right on the website says I have full right to return the item within 48hrs without a penalty, was told opposite that I have to pay a 25% restocking fee. The company not only doesn't allow you to return items that are broken from their warehouse, they do not even stand by there written policies
Business Response
Date: 16/02/2024
hello
thank you for contacting us and we are sorry to hear about your experience
our records indicate we have a service file open for you and would follow standard service procedure.
we look forward to working with you for resolution.
regards
Customer Answer
Date: 22/02/2024
They have resolved the issue, along with updating the wording on their website to include boxsprings
Initial Complaint
Date:05/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a dishwasher in 2020 from Dufresne Furniture ******* ** ****** *** ** ***** **. I also bought the warranty which was for 5 years. After the first year the seal on the door went. Repairs were done but on three other occasions it leaked again repairs were done but it destroyed the kitchen cork floor. It caused close to $**** damage to which Dufresne says they are not responsible nor is the warranty company for damage caused by a faulty appliance. It was due to their techs not fixing the problem and they have a policy that something must fail 4 times before they will replace it. Finally they replace it after the 4th attempt at repaid but would not pay for the installation of the new dishwasher. Very unsatisfied by the service and them saying too bad nothing we can do. * **** ***** **** ** ******* the original dishwasher was installed by someone they recommended to do the installation.
Business Response
Date: 17/01/2024
We have looked into Mr. ******** file and the repairs were done under the extended warranty and as stated in the terms and conditions of the extended warranty company they are not responsible for any consequential damages or of any installation. * **** ******** * **** ** *** ***** *** ********** ** **** **********
Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our family ordered furniture from the Dufresne Furniture Store ** *** ***** ******* to be delivered between 10 am and 12:30 pm to our 92 and 94 yea old parents. We explained the they were moving to a supported living situation, that the elevator was booked for this time, and that the suite needed to be set up when they arrived at their new home in the afternoon. We paid $*** for “white glove delivery”. None of that happened. We had to scramble to find family members with pick up trucks, pick up the furniture and ASSEMBLE it! When we went to the store on the Thursday after the move, we were offered a refund of the delivery charge and a $** discount, and no apology. Sales order number **********, dated 11/04/23.
Business Response
Date: 13/12/2023
Hello
Thank you for contacting us and we are very sorry to hear about your experience!
Our records indicate we have offered the refund on the delivery fee and a $** gift card as guest appreciation.
We have forwarded your feedback to be reviewed internally for coaching opportunities and improvements to our services.
If you have any concerns around your product, please reach out to to our guest care department for assistance.
regards,
Initial Complaint
Date:07/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase made 08/19/22 with 5 year extended warranty. Not delivered until September.
Power recliner broke down 08/20/2023. Submitted claim, given the run around having to provide a serial number that was on a sticker that didn't exist on that piece. Texted everything possible, waited. Weeks later I called, they said file was closed since I couldn't provide a serial number. Ummm... what? Re-opened after being told they could look it up. Part 'ordered and to be shipped to my house'. Date of delivery was pushed back EVERY time. And only after I continuously contacted them. I was given multiple false emails by both 1-800 customer service and store employees. Finally someone formed me there is ZERO way of emailing a claim, complaint or issue. Why was I lied to? So now after over 2 months of waiting with a fully extended, unusable piece of furniture, I called AGAIN today. My 5th, 6th, 7th(?) call trying desperately to get this repaired. We are a two adult home with ONE functioning section. I was told the part went to the warehouse Oct 27th..... NO ONE CALLED to book service. I am beyond DONE!! I am financing for this BROKEN piece of furniture. What was the point of extended warranty? I want a 100% refund for this nightmare. I have spent 70+ days with expensive, unusable furniture. Fixing it will NOT suffice. Because if or WHEN the other motor goes.... I am not doing this again. ** * **** ** ** ***** *** ***** *** ****** *** ** ***** ********* ***** ******* ****** ***** ******* **** ***** ******* ***** **** ** ****** ***** *** ******* ** ********* *** ********* **** **** ** ***** ****** ****** **** ** ***** **** **** ******* *** * ** ** *** ******* ***** *** *** **** ***** ********** * **** ************ *********
Business Response
Date: 13/11/2023
Hello
Thank you for contacting us and we are sorry to hear about your experience! our records indicate there is a technician scheduled to install the replacement parts for you on 11/15/2023
We look forward to working with you towards resolution
Regards
Customer Answer
Date: 13/11/2023

Complaint: ********

I am rejecting this response because:

After over two months of sitting on broken furniture and being given the runaround I DO NOT WANT THIS FURNITURE ANYMORE!! I was left to continuously call, track down, chase, beg, complain, demand that I be given help. Help.... a basic service a company should provide! This installation day is ONLY happening because I CALLED THEM. The part had arrived to their warehouse Oct 27th, NO ONE CALLED ME. It was only due to my call the the 1-800 on November 5th or 6th BEGGING to know why I am still sitting on broken furniture that something was scheduled. This company has the WORST customer service ever! Why did I bother to pay for an extended warranty? It has been a complete waste of time. And now, seeing the quality of this motor for the recliner fail in less than a year I don't trust that it isn't going to happen again to the OTHER motorized piece at the other end. Will I REALLY have to go through this again? Honestly, I don't think that I should have to in regards to all the undue stress, time & effort I have had to put into making this repair happen MONTHS after the fact. It's apparently OK by Ashley's standards to leave a customer to fend for themselves with unusable items. I find it to be a deplorable **** ** ******* ******** ******** **** **** *** ******* **** ** *** *******. I was happy, calm & reasonable with finding resolution MONTHS ago.... but THIS, this has gone on too long. I do not want any affiliation with this company and feel completely strapped to them in a bad nightmare. Please...... PLEASE refund me out of this bad relationship agreement and let me be on my way.

Sincerely,

Angie ****
Business Response
Date: 14/11/2023
Thank you for the reply and we certainly appreciate your feedback to be reviewed and considered for coaching and improvement opportunities.
At this time, we are unable to authorize a return of the product and will restore it to showroom condition as outlined in the terms of sale with part and technician services.
we look forward to working with you for resolution
regards
Initial Complaint
Date:10/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a new leather sofa from Dufresne last month .When it arrived we noticed the leather was marked. We immediately called Dufresne to advise them of the issue. They then sent their service department out to look at the sofa. The service person advised us that the whole sofa would have to be recovered .We asked how long that would take and he said about one week to get the new leather and one day to install it. We were not happy but agreed to have it recovered. Two weeks later they called and advised us the leather would not be in for another month and it would then take two weeks to repair the sofa. Because the sofa was brand new (not a floor model) we asked Dufresne for an exchange which the flatly refused. We think our request is quite reasonable. Why should we have to take a factory flawed sofa. That's unheard of!
Business Response
Date: 12/10/2023
Hello
Thank you for contacting us and we are sorry to hear about your experience.
Our records indicate we have all required replacement parts on order. part shipments typically take 2-6 weeks to arrive and once your parts are instock, our office will contact you to make installation arrangements
We look forward to working with you as arranged.
*******
Customer Answer
Date: 12/10/2023

Complaint: ********

I am rejecting this response because: This sofa was not a floor model and no consumer expects to buy a new product and have to have that new product repaired. We did everything right as outlined by Dufresne . We notified them of the problem within 24 hours of receiving the sofa. and expected it would be replaced. Dufresne is being ridiculous in expecting us to wait while parts come in to repair what clearly should have been replaced. I expect better from Dufresne *** ** *** ***** ******* **** *** *** ***** ******** *** *** ********

Sincerely,

Arthur & Barbara ******
Business Response
Date: 18/10/2023
Hello
Thank you for the reply.
Our terms indicate we offer repair on any product concerns. only in the event we are unable to restore the unit to showroom condition with technician services, will we be able to review for a replacement.
We look forward to working with you.
Regards
Initial Complaint
Date:25/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Aug. 18 we purchased a fridge from Dufresne furniture on Ellice Ave with arrangements for delivery and removal of the old fridge. Once the movers were gone we noticed that our floor had been damaged. Four or five days later a Dufresne employee took pictures and described the damage. At this point we assumed that Dufresne would take care of the repair. Later when the service/transportation dept. called they claimed that the damage was probably the result of the water hook up. Once we explained that there had never been a water line, they changed their approach and suggested that the damage was pre-existing. We then explained that the 5 year old floor had had never had any fridge movement on it. At this point they claimed that the movers never damaged the floor. The damage was caused because the fridges were turned twice and pushed into position (7 !/2 feet) before the carrying straps were used.
The service/transportation department has denied any responsibility and the manager at the Ellice Avenue store (Jing) suggested that any repairs are our problem.
Business Response
Date: 30/09/2023
Hello,.
Thank you for contacting us and we are sorry to hear about your experience.
Our team has reviewed your claim and it has been determined the damage was not as a result of the delivery.
The guest has been refunded their delivery fees paid as a customer loyalty.
Regards,
Customer Answer
Date: 04/10/2023

Complaint: ********

I am rejecting this response because: We purchased a fridge for approximately $**** and received $**** worth of damages according to an installer from the ***** ****. A tech from dufresne was sent out to document the damage and informed us that this was certainly not the first time dufresne movers had done this.

Since the damage is totally visible we invite those who do not believe us to come and have a look for themselves. As explained in our original e-mail, a new floor was installed by the ***** **** approximately 5 years ago and the first movement of any appliance on the floor occurred when the dufresne men delivered the new fridge and removed the old one. It is insulting to us that after doing $**** worth of damage we are offered a return of delivery charges.

*********

**** * *** ********
Business Response
Date: 12/10/2023
Hello,.
Thank you for the reply.
Our team has reviewed your claim and it has been determined the damage was not as a result of the delivery. The delivery drivers used straps to move the fridge and it was not dragged across the floor. it was noted the guest was with the delivery drivers for the duration of the delivery. the drivers would have left the fridge out of place in order for the water hook up and plug in to have been completed
The guest has been refunded their delivery fees paid as a customer loyalty
Regards,
Initial Complaint
Date:15/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Back in August 2023 we purchased all new appliances from Dufresne furniture for our new house! We had 48 hours to sign saying everything was in working order. Realistically that is not enough time to get plumbing done to fridge, dishwasher, install over the range microwave, washer dryer etc…. So we signed anyway saying they were in good working order. By the time I got to hooking up the dryer it was past the 48 hours. Upon plugging in the dryer made the loudest clunking noise and did not work. It’s forcing so much it wants to trip the breaker. Upon letting store know, they said it was past the 48 hours so they’ll send a technician to repair…. I am not available Monday to Friday to be home for serviceman and they refuse to replace. Just looking for a solution so I can start wearing clean clothes again! *** ** **** **** *** *** ** ***** ***** ******* ****
Business Response
Date: 30/09/2023
Hello
Thank you for contacting us and we are sorry to hear about your experience
Our records indicate there is an exchange on order for your dryer and the delivery is scheduled for 10/05/2023
regards

Customer Answer
Date: 06/10/2023

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,

Joel ********
Initial Complaint
Date:18/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a fridge from Dufresne Furniture in Winnipeg in spring of 2022 along with an extended warranty. Recently we noticed that one of us had left the fridge door open overnight. (It was ajar about three inches.) We wondered why the appliance alarm had't sounded since the Dufresne salesperson had touted this feature at the store. The fridge manual said this: "The door icon lights up when either door is opened. When either door is opened for five minutes and cooling is on an alert tone will sound after five minutes..."
As a result we called Guest Care and arranged for a service call. We were informed at the time that since this was under the extended warranty we would be charged a penalty fee if the technician found nothing wrong with the fridge.
When the service technician came in July, he opened the fridge doors wide. After five minutes the alarm sounded. He concluded the fridge was functioning properly and left. Total time spent with the appliance was less than 10 minutes. After he left my wife tested the alarm system again. It worked only when the doors were wide open. In addition the icon still did not light up when the door was opened.
In early August we received a bill from Dufresne for $******* the service penalty for making a frivolous claim. I asked Dufresne's representative to consider reversing the charge since it was clear the fridge did in fact have a fault. I was told the technician's report was final and nothing could be done about the penalty. I would be more convinced in their technician's expertise, had we not had three different technicians spend six months trying to figure out why the same fridge's freezer door wouldn't close properly.
A fridge alarm system that works only when the doors are wide open is, in my view a system that needs adjustment, to say the least. But that aside, there is no argument Dufresne can make that the alarm icon is functioning properly. In view of this, I am seeking to have the penalty fee reversed.
Business Response
Date: 05/09/2023
Hello,
Thank you for contacting us and we are sorry to hear about your experience.
Our records indicate that the ********* ***** found no fault with the product, and as advised during original call to guest care to arrange service, if there is no faulty found, the inspection fees will be billed.
We are unable to reverse the charges.
Regards
Customer Answer
Date: 19/09/2023

Complaint: ********

I am rejecting this response because: I maintain that the technician who serviced the fridge did not provide a proper and thorough inspection. To determine whether the “door ajar warning signal” was working, he placed the doors to their maximum open position. Had he positioned the doors ajar or anything less than wide open, he would have found the warning signal fails to function. In addition, he did not notice that the “door open” light does not come on when doors are opened as per the owner’s manuel.

Sincerely,

John *******
Business Response
Date: 29/09/2023
******
Thank you for the reply.
our records indicate that the appliance ***** ***** no fault with the product, and as advised during original call to guest care to arrange service, if there is no faulty found, the inspection fees will be billed.
We are unable to reverse the charges.
Regards
Customer Answer
Date: 02/10/2023

Complaint: ********

I am rejecting this response because:

The company’s response to my complaint is the same. Obviously this leaves me unsatisfied.

Sincerely,

John *******
Business Response
Date: 03/10/2023
Hello,
thank you for the reply.
our records indicate that the certified technician from the certified ********* ***** found no fault with the product, and as advised during original call to guest care to arrange service, if there is no faulty found, the inspection fees will be billed.
We are still unable to reverse the charges.
regards
Initial Complaint
Date:10/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
From the Dufresne store, I bought a new refrigerator ************. On August 8, 2023, the refrigerator was delivered. The fridge's front door has a hole in it, and that was discovered the same day. We quickly got in touch with Dufresne. I asked that the broken refrigerator be replaced. Dufresne offered to fix my refrigerator in my house or to give me a 10% discount. I find this to be unacceptable. I paid for a new refrigerator, thus the only offer I can take is either a full refund of $******* or the replacement of this refrigerator with a brand-new one that is free of any defects.
Business Response
Date: 10/08/2023
****** *** ******* **** *** ********* the unit left here perfect, box wasn't damaged. Upon arrival they called me 2 days later and told me the door was damaged. I spoke to Zasha the one that purchased the fridge. He agreed to pay for half and is picking up the fridge door today , * ****** *** ****** *** ************ ************* ************
** ***** ****** **** *******************
** ***** ******** ***** *** **** **** **
** *** *** ******* ******************
** ******** *** ******* *******
**
** *** *** ************* ** ***** **** ******** ***** ***** ****** *** **** ********** ******** *** ******* * ***** ****** *** ** *** *** **** ***** *** ***** * **** *** ******* ** *** ***** * ***** ** ********* **** *****
**
** **** **** ** ******
***** ***** **** ******** ********* **** * ******** *** ** *** **** ** *** ****** ******* ** ** **** **** ***** ****** ** ** **** ** *** *** ****** *** ****** ***

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

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

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

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

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

***** ****** **** *******************
***** ********** ****** ** **** ******** **
*** *** ******* ******************
******** *** ****
Business Response
Date: 29/08/2023
hello
thank you for contacting us and we are sorry to hear about your experience.
our records indicate we have replacement parts on order with the manufacture and will contact you once the parts are instock and ready to be installed.
we look forward to working with your for resolution.
regards
Initial Complaint
Date:28/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new washer and dryer ($*******) from Dufresne on Ellice Ave. I also purchased new hoses and a dryer vent. I wanted to new vent as I am sure my old vent has built up lint which can be a fire and safety hazard. When the men delivered the new washer and dryer, they didn't know anything about the new hoses and dryer vent. I called Dufresne while they were still at my house. The sales person, Brent I believe, said that yes there is supposed to be new hoses and dryer vent but it was not sent with the appliances. Dufresne sent a service staff to my home 3 days later. They replaced the hoses but not the dryer vent. They said it was too small and they would come back with the right one the following week. The following week I called Dufresne to ask them when they were coming.

At that time they said they were not coming. They were not going to replace the dryer vent. I explained that I paid for them to replace the dryer vent as it is a fire and safety hazard. They didn't care and said if the one they brought is left at my home its considered to be paid for and that was it. I said its useless to me and they said the service staff said they would replace it. I had asked to speak with someone else. I then received a voice mail from another staff who said that they will not replace the dryer vent as I should have called within 48 hours as it states in the paperwork. This makes no sense as the service staff came 3 days after the delivery date which already exceeded the 48 hour rule. The staff were rude *** ******** about this issue. The staff also told me that I would have to go and buy my own dryer vent and they would charge me an additional $** **** to replace my dryer vent.

The new appliance are for my special needs children who go through a lot of laundry.

I would like them to either pay me back for the vent or replace it with the correct one. The fact that they take no responsibility for this issue is disgusting and poor customer service. **** **** **** ***** ** **** ** ******* ***** ******** ** ** *** **** **** ***** ***
Business Response
Date: 02/05/2023
Hello,

Thank you for contacting us and we are
sorry to hear about your experience!

We would be happy to look into this
for yourself, however to do so, we will require some additional details to
locate your guest account.

May we please request the first and
last name that your purchase was made under, the store location the purchase
was made at, as well as the telephone number associated with your account.

Thank you for your assistance in this
matter.

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