Complaints

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

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Dufresne Furniture & Appliances has 8 locations, listed below.

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  Dufresne Furniture & Appliances

  1750 Ellice Ave Winnipeg, MB R3H 0B3

  
• 

  Dufresne Furniture & Appliances

  230 Panet Road Winnipeg, MB R2J 0S3

  
• 

  Dufresne Furniture & Appliances

  2401 Saskatchewan Ave. Portage La Prairie, MB R1N 3L5

  
• 

  Dufresne Furniture Ottawa

  1901 Cyrville Road Ottawa, ON K1B 1A9

• 

  Dufresne Furniture & Appliances

  880 Nairn Avenue Winnipeg, MB R2L 0X8

  

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:24/04/2023

  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.

  Purchased sofa/chair Jan 2023; noticed almost immediately the one seat in the three seater sofa looked wrinkled, is best way to explain. We have now noticed the other end of sofa starting to look the same as the concerns we had with other seat, We’ve been in constant contact with Ashley’s Customer Care; two house visits; waiting for new section to be sent to our home; in order for their Tec person to install.. this sofa is a construction disgrace, two and a half months old; I’ve sent pictures and email to their head office in Winnipeg to which I’ve had no reply. All we ask is for them to replace this sofa with a replacement. As discussed with their customer care reps; if this was yours or your parents what would you expect. We’re seniors, it’s making us ill; friends and family cannot believe how poorly this new sofa looks. Hoping that you can help us; ***** *** ******* *** ****

  

  Business Response

  Date: 27/04/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your concern. 

  Our records indicate that we have a service file open and replacement parts ordered to resolve your product concerns.

  We look forward to working with you.

  Regards

  Customer Answer

  Date: 27/04/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we bought this furniture in good faith, three months ago; almost  immediately we could see major concerns re the construction; we’ve had two reps to our house and now waiting for delivery of parts (three weeks now) to repair the end of our three seat sofa; can provide pictures from two weeks after purchase.  Our concerns now are the other end if sofa is starting to have problems; they also mislead us telling us product we made in USA. It’s not fair for us to have to accommodate this company; **** * ******** our sofa looks disgusting in our home. *** ******* ********* ****** ********** **** ***** ******* **** *** ******* **** ****. Once again this furniture is three months old; ** **** *** ***** ******** ***** ** ******** **** ***** **** ********  I believe this response has NOT been seen by senior staff there. ***** ********* ******** ** ********** *** ***** ** ******* **** ***** ***** ******** ********** ***** ***.  We’re just at wits end; fighting against a very large company that really don’t seem to care.  ***  *** *** ** ****** ***** *** ***** ** *** ********** 
   
  
  Sincerely,
  
  
  
  Anne ****

  

  Business Response

  Date: 12/05/2023

  Hello

  Thank you for the reply,

  Our records indicate the guest has been in contact with a supervisor and is working together for resolution.

  We look forward working for resolution here.

  regards

  Customer Answer

  Date: 16/05/2023

   
  
  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.

  Pertaining to our issue re our sofa; we’ve selected a replacement today at Ashley’s directives.

  Thank you for your help in this matter

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

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

• Initial Complaint

  Date:20/04/2023

  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 range online from Dufresne. Order #*********** The appliance was delivered April 19th at 1130h app. The men brought the range in carefully and left. The range has a lot of damage that would not be seen until the packing tape was removed. The delivery people did not exam the range or remove the packing materials. Within 5 minutes of them leaving we called Dufresne and advised them that this range is damaged and cannot be used and it still has all the packing tape on it. Both side panels are creased and pushed away from the appliance and the entire range top is pulled away from the back. We immediately sent pictures of the damage to Mike N**** **** in service and indicated that we want a new undamaged range. I have great concerns regarding the safety of a damaged electric appliance. I do not want a repaired range, we bought a new range for that reason.
  Subsequent requests to the store manager for a new range were also ignored. We now have no stove in our home and not even a guess when this will be resolved, if ever.
  During a follow-up conservation today a different service person stated "once it has landed at your home it's your problem. We do not exchange appliances." She indicate a repairman would contact us at some point.

  

  Business Response

  Date: 27/04/2023

  Hello,

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

  Our records indicate there is an exchange in the system to get you a replacement. once it arrives, our office will contact you to make delivery arrangements.

  We look forward to working with for resolution.

  Regards

  Customer Answer

  Date: 01/05/2023

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

  On Tuesday April 25th a representative from **** ********* came to our home and was shocked at the condition of this appliance. He completed his report stating the range was "not repairable", * **** ** ********* He took pictures and left us a copy of his report. He told us the range is unsafe and not to attempt to use it. We wouldn't have anyway. He was sent to us by **********. ************ service department  had not received request for service from Dufresne. This was already 5 days after our request for a replacement.

  Later on April 25th, we did get a call from a polite and respectful lady from Dufresne customer care. She stated that the range is not in stock until at May 5th. She further advised that she will call us on May 6th with a possible delivery date for the replacement range. At that point it will 17 days and still no range. We had to buy several small appliances so that we could prepare food at home. It will surely be at least 21 days with no range. She did not offer and upgrade.

  Based on the service, delivery delay and disrespect we received from Dufresne we feel we are entitled to a significant refund. If an agreement on a refund is made we will consider this matter closed, but only then.

  It should be noted that the lady who called on April 25h and is apparently handling this now, was the only person from we were treated politely. 

  
  
  
  Sincerely,
  
  
  
  Patricia **********

  

  Business Response

  Date: 12/05/2023

  Hello

  Thank you for the reply

  Our records indicate the replacement was delivered and there are some outstanding service concerns.  We look forward to working with you for resolution.

  Regards

• Initial Complaint

  Date:09/03/2023

  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.

  Purchased brand new ****** washer and dryer. Received on Sat March 4. Dryer plugged in, inside lite goes on. NOT working. Their solution is to have it serviced. Its brand new, unused and they want to repair it. I haven't even used it yet! I want it replaced. I shouldn't have to have a new one fixed already.

  

  Business Response

  Date: 13/03/2023

  Hello

  than you for contacting us and we are sorry to hear about your experience.

  Our records indicate we exchanged the dryer for you on 03/11/2023.  

  this is complete and resolved.

  regards

  Customer Answer

  Date: 14/03/2023

   
  
  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.

  Please be advised that I have complained  to both ***** and the store and they have replaced my new dryer. I kept repeating to them it hadn’t been used, brand new delivered and it won’t work. They kept insisting that a repair person look at it and it will be another 2-3 weeks for parts. I lost it.

  I received a new replacement dryer today! Brand new and tested before they left. Thank you very much for taking the time to respond to my complaint. The number I was provided with on your site was ****** 

   

  Regards,

  Sheila *******
  
  ************
  
  **********************
  
  
  
  **********
  
  ****** *******

• Initial Complaint

  Date:14/02/2023

  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.

  Purchased sofa, love seat, chair on May 22, 2022 with estimated delivery at the end of September 2022. Once delivered, immediate defects were obvious which the store manager assured us that could easily be fixed with their technician. The defects were bunching of the leather where not enough fabric was used for the cushions on the sofa and the chair. Starting from October 1st we have had 8 technician appointments canceled and rescheduled by the Dufresne customer care team. At this point we had to spend more money on top of the $****** initial cost just for the brand new furniture to be repaired. All of the management at Dufresne have *********** ignored us whereas the simple defects could have been fixed with a technician. We are seeking to recoup the EXTRA costs which we incurred in repairing the defects.

  

  Business Response

  Date: 15/02/2023

  Hello,

  Thank you for taking the time to contact us and we are sorry to hear about your experience.

  Our records indicate we have an appointment scheduled to address the product concerns.

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 20/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would like to respond to what transpired this past weekend. Although Dufresne did go ahead and schedule an appointment for a technician, due to lack of  transparency and honesty with them in the past I  had cancelled the appointment. I specifically stated in my complaint that I no longer wish to wait for a technician after 5 months of cancellations. Without my authorization, a technician DID show up at our house and a family friend ( who did not speak English) let him in while I was coming up the stairs. As I came into view of the technician he was ********* taking pictures of the furniture WITHOUT my consent. I cannot believe how horrible Dufresne is to cancel the appointments for 5 months only to then DISREGARD my wishes to not have the technician and then Take pictures of inside my residence, ***** ** ******** ********

   I would like to reiterate once again, I no longer wish to discuss possibilities of repairs or ANYTHING ELSE whatsoever- the ONLY thing I would like at this point is a credit TOWARDS my already purchased furniture of $******* which was the cost of a reputable repair technician. I do not need a customer satisfaction discount, store credits for future purchases, not random people showing at my house. Please let me know if there is some unclarity in terms of what I am seeing buy I intend to continue with this matter until it is resolved.            
  
  
  Sincerely,
  
  
  
  Tetyana *********

  

  Business Response

  Date: 28/02/2023

  Hello,

  Thank you for the reply

  At this time, we are only authorized to provide repair services with our in-home technicians. Please call our guest care department at ************** to re-schedule your service appointment. 

  Regards,

  Customer Answer

  Date: 07/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting the response from Dufresne to call them and make another appointment to repair the furniture because: 

  Dufresne has tried calling me instead of communicating via BBB portal and left a voicemail indicating that they will accept a copy of the invoices of the repairs completed in order for these costs to be recuperated. ** *** **** ******** * **** ******** *** ******** **** *** ********* ***** ** ********* * ********* ******** ***** ******** *** ********* ** *** ******** ********* ***** * ********* *** ****** ******** *** ********** *** ********* *** *** ****** ** ** ***** 
  
  You will note that the original estimation email indicates $******* however after the repairs were completed we received a discount of $*** so total payment remitted for the repairs was $******.
  
  Please contact me via BBB portal ONLY regarding the payment and time frame that you have in mind, I would like to keep this process as transparent as possible. 
  
  Sincerely,
  Tetyana *********

  

  Business Response

  Date: 08/03/2023

  Hello,

  Thank you for the reply.

  We do not subcontract out for third party repairs.  We have skilled technicians who are able to complete the repairs on your product.

  Please contact our office to res-schedule your appointment at **************

  Regards

  TDG Guest Care

  Customer Answer

  Date: 10/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Thank you for your response! As you indicated in your message that you do not subcontract out for the third party repairs, unfortunately that is something that you should have considered before you cancelled your own technician for 5 months straight of appointments. ** **** **** ******* ****** **** **** ********** ***** ****** **** ********* ********* **** ********** ** ********** ****** ************* You left me no option but to seek out other reputable technicians who did the repairs on the first scheduled appointment. At this point I understand that you are not willing or are open to any form of customer service relations simply by continuing to drag this out. Can Dufresne give me a concrete response whether they are willing to credit the amount for the completed repairs or not? If not, I will seek alternative methods once again to recoup this cost. *** ****** ********** *** ********* **** *** ******** ** *** ******** ** ******* ******* ********** **** ************ ** ********* 

  Customer Answer

  Date: 30/05/2023

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

  ** *** *** **** ** ******* *** ************** ** *** **** ******* ****** *** ********* *** *** ******** **** Dufresne ********* keeps offering me services which are no longer applicable.  I keep stating that the repair work has been done and Dufresne keeps stating that we need to book an appointment with their technician. Unless the technician is going to provide cash for the repairs which we had to pay for ourselves, I am not sure whether Dufresne is willing in good faith to find a resolution to this issue. Please advise where Dufresne stands on this matter.

   

  
  
  Sincerely,
  
  
  
  Tetyana *********

  

  Business Response

  Date: 22/06/2023

  We did not authorize the guest to subcontract out someone else to complete the repairs. We will not be covering these costs.  Our technician could have completed the repairs at no cost to the customer

   

  Thank you

   

  Dufresne Furniture and Appliances

• Initial Complaint

  Date:03/01/2023

  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.

  I purchased a ******* 70 inch TV from Dufresne on December 7, 2022. I picked up the order on December 10, 2022 as they would not deliver. Due to the size of the television I had to order a new mount so the tv remained sealed in the box in my spare bedroom until the mount arrived on December 23,2022. On December 24,2022 the mount was hung and the tv was removed from the packaging and placed on the mount. When the TV was turned on it was cracked internally on the right hand corner of the screen. Visually the tv looked fine until it was turned on. The tv was never used it was taken down immediately and placed back in the box. Due to the holidays guest care was closed on December 25 and 26, 2022. I contacted guest care on December 27., 2022 and explained the situation the girl put me on hold of a period of time to then come back and said she had to call me back after speaking to a supervisor. I asked her to speak to the supervisor and she stated that it doesn’t work that way. I was not happy with the conversation so I contacted guest care again and this time asked to directly speak with a supervisor to which I was put through to one. She stated that I went over the 48 hours to be able to have it returned. I explained I never took it out of the box as I didn’t have any reason to return it as I was waiting doe the mount and I didn’t want to pull it out prior to that, I stated the 48 hour policy doesn’t state damaged items simply just return or exchange. She then indicated that they only will I’d the damage is “cosmetic” they will not replace it. I indicated that this was internal and how could it be cosmetic. She stated she would put a “work order” in and someone would call me. I asked if the phone call would be today as I would like a replacement tv. She said it would be a few days. And then left it at that. I was still very unhappy with this answer. I ended up calling a sales guy at the store itself I was upset at this time and crying as I was frustrated with the service I was receiving. He was very apologetic and stated for me to contact the service department online via chat which I did I was told by the service guy that they don’t service Televisions and not sure why they didn’t tell me that. He said I would have to contact the manufacturer * ******** I said I have literally had the tv for 2 weeks and it was in the box. He said he couldn’t help me. I called ******* to which they stated that it was Dufresnes issue and they would offer me a place to have it fixed (out of town in Niverville) I live in Winnipeg and that I could take it to them but they would not cover the cost. I then contacted guest care for the 3rd time and spoke to Rosemary who stated that she would have done the same thing by leaving it in the box until the mount came. I explained there was no damage to the box so there was no need to check until I received my mount for it. She stated that Dufresne doesn’t service televisions which she said she didn’t know why they didn’t tell me that. I explained I just want a new TV. I explained to her I already contacted the manufacturer and they said they wouldn’t so anything. To which she stated she would pass this along via email to someone in the appliance department and I would get a call to which I have not received. I just want a replacement.

  

  Business Response

  Date: 04/01/2023

  Hello

  Thank you for contacting us and for discussing t his with our team as well.

  As discussed, the concern is not something we are able to warrant and the claim is required to go through the manufacture directly. 

  Regards,

• Initial Complaint

  Date:15/11/2022

  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.

  I am having a problem with the furniture I purchased from Dufresne ******** 
  I bought a sectional gray in color.
  The manager of the store recommended for his comfort for me to pay for extra 3 years warranty.
  So I did and I totally understand why he was adamant about the warranty.
  Since I have owned this furniture, I have had the tech at my house to fix the furniture, by re stuffing it. I have not recouped any if my lost wages for each time he comes to do repairs, so I have written, spoke to persons of Dufresne.. and I get no where..
  I have and keep asking for a refund, due to the dissatisfied quality(NONE) of this ** ****** furniture.
  I get no where, tech comes out, re packs it and tells me that should do it.. with a week or two, I'm right back to trying to work up the words again, trying to be nice.. ****** As of today again I have sent pics of the furniture.. waiting to hear back.. another 24/48 hours of them going to call send a tech, more time off work.. **** *** ***** 
  *** ******* ****** **** *** I just want a refund.. ***** **** ** ***** ** **** *** *** **** ******** **** *******  **** *** ****** ***** **** *** ****** 

  

  Business Response

  Date: 01/12/2022

  Hello,

  Thank you for contacting us and we are sorry to hear about your concern.

  The manufacture and extended warranty are a repair warranty.  We are only able to offer services is the defect is a warrantable concern.

  We are not able to offer a return on the product ad returns must be requested within 48 hours of receipt of the product.

  Regards

  

  Business Response

  Date: 14/12/2022

  Hello,
  
  We
  would need to start a service warranty claim on the affected item/s. To do so,
  kindly follow the steps below to start a report with our virtual assistant Eva:
  (Please provide the name and phone number that is associated to the order or
  account)
  
  1. Go to our website at
  ashleyhomestore.ca
  2. Click on the "Chat With
  Us" button on the bottom right-hand corner.
  3. Enter your name and phone number,
  then click "Start Conversation".
  4. Click on "Live Agent",
  then "Service", and select “New Claim”
  5. You will be asked a series of
  questions and photos to be attached to your file. We recommend taking the
  photos ahead of time as the conversation will time-out after a certain amount
  of idle time.
  
  You
  can also have this conversation done via SMS by sending a text message to **************
  
  If
  you have any further questions or concerns, please do not hesitate to reach out
  to our guest care department at **************. Our office is open Monday to
  Saturday 9am-7pm central standard time.
  
  
  Thank
  you,
  
  
  

  Customer Answer

  Date: 19/12/2022

   
  
  Complaint: 18406731
  
  
  
  I am rejecting this response because:
  
  

  I am once again rejecting this service of having a tech come into my home, then I need to take more time off work with no pay.. and to watch him take the whole sectional apart, add in more stuffing, make it look good  before we use it and then right back to calling and complaining about the dissatisfaction of the quality ** **** ********. I have explained that either we get reimbursed or they pick this **** up, and replace it with better quality.. not sure why they cannot stand behind there product.* * **** *** ****** ** *** * ** ******* 

  Thank you

  

  Business Response

  Date: 06/01/2023

  Hello

  We have a repair over replace policy in place.

  Our records indicate all outstanding issues are resolved, and if there is a new issue, a new claim must be made on our website.

  We will be more than happy to address any product concerns via part replacement and or technician services as outlined in the terms of sale.

  A refund or exchange is declined.

   

  Regards

  Krystle

• Initial Complaint

  Date:20/10/2022

  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.

  **********In August of 2021 I purchased a power lift chair with heat and massage. * ******* after purchase the heat stopped working. The came numerous times to repair the issue. The last time a repair person was here he advised me that it was not the heating pad but the main component of the chair that was not working, so he ordered the correct part when he returned he realized that they gave him the wrong part. So I called Guest Care again and advised them of the situation and asked for a new chair they said they could not do that they need to repair the chair. After waiting for about a month they called me to advise that they were giving me a new chair which I was very happy to hear. I had been asking for a new chair since the first time I called in with the issue with the chair and they had refused all along. I am thinking that they could no longer get the part that was required to repair the chair so they had decided to give me a new one.
  
  The drivers for Ashley Furniture came in August of 2022 to provide me with my new chair and they also took the old/not working chair and put it in their truck which I observed them doing. About a month later I received a called from Ashley asking if they could picks up the old chair I advised her that the drivers took it with them. A short while after I received another call asking the same question in which I gave them the same answer. They continued to call me and I advised them every time the same answer that their driver took the chair and maybe they need to speak with their driver.
  
  On October 17, 2022 we received a letter from *** advising that they come pick up the chair or pay $4143.99, which I am not sure where this amount is coming from. Ken had called them spoke with Christopher at Guest Care and he said that he would look into it. The next day I received a call from him advising that they do not have the chair.
  
  I am wanting you to help me for them to stop calling me and sending me threatening letters for money. I have paid my bill entirely on August 3, 2022 in the amount of $1654.78 to ********** 

  

  Business Response

  Date: 27/10/2022

  Thank you for contacting us.

  Our records indicate the chair was never picked up, and there is a balance due to cover the cost of the chair which was not returned.

  Regards

• Initial Complaint

  Date:03/10/2022

  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 a sofa in June it arrived in August I immediately called customer service, they asked for pictures which I sent they wanted additional info via message so I took pictures and drove down to the store, the manager sent what they requested the NEW sofa looked old the day it arrived, cushions are wavy, there is a dent in the wood at the front on the bottom which makes the material sag inward, there are bubbles in the material along the front at bottom. They advised me that they would send a service rep out to fix the problems. Approx 2 weeks later a rep attend he put more foam in the cushions and attempted to fix the bottom, he also advised me it would get worse, it did not resole problem. Again called customer care and went down to the store. The next day a male called and identified himself as the supervisor of service he had another person come out to view the sofa, approx 10 days later a male came out and advised me he would forward a report advising they allow a re-selection for another sofa after he looked at this sofa, he also advised it would take a few days before they contacted me again. Three days later a female called stating that they felt this sofa met manufacture standards and they would do nothing else. I went back to the store, spoke with the manager who placed a call. I believe to their customer care he advised me that the 2nd service rep stated in his report not to give a re-selection and it met standards. I asked for a copy of this report he refused and stated they were not allowed to give me a copy store manager advised me to ask to speak to his supervisor he said he was not allowed to transfer me, I insisted he did finally transfer me to a male who identified himself as Jason (supv) he told me that he would forward a copy of the report via email still have not received, also stated the report "did" state to "give' customer a re-selection they also insisted I book a 3rd service appointment feel like they are stalling ??

  

  Business Response

  Date: 04/10/2022

  Hello

  Thank you for contacting us and for working with our team. We look forward to replacing the parts as arranged last week. 

  Regards

• Initial Complaint

  Date:17/08/2022

  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.

  My daughters bedroom suite was purchased in March 2022. After receiving all items I informed company that end table drawer handle was drilled to the side and not even close to the Center. No issue, they wills end out a new one. Waited approximately 4 mit hrs with no reply. Every time I tried to call them it was difficult for them to find my information as I have several transactions over the past years of continuously doing business with them. Finally after deciding help from store level (which is not how it should be) I revised my new drawer on my steps says later. Sadly again, this one drawer was again drilled with a handle to the side of the drawer and not even close to the Center. All other drawers are drilled correctly on each dresser include the second drawer on the end table. This is why I am not sure they continue to make same mistake with one drawer. Also, poor customer service and increased delays! No explanations received or apology from the customer service department. I am still pending a new drawer the is the quality promised. I just don't think I will ever revive it at this point.

  

  Business Response

  Date: 23/08/2022

  Hello
  
  thank you for contacting us and we are sorry to hear about your product concerns.
  
  We have arraigned the technician to come to install the part on 09/02 and we look forward to resolving this for you.
  
  Regards

  Customer Answer

  Date: 24/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Hello, thank you for scheduling a technician to come and fix the damaged drawer. However, I would like to keep this case open until the drawer is replaced and the job is complete. Reason for this response is that Dufresne company has already attempted to fix the issue but sent another damaged drawer in the mail and left at door step. It has been nearly 6 months now and I have no confidence in your company fixing the issue. I am aware this should be a very simple issue to fix and yet it has been beyond complicated to get the company to comply and adequately do the job as continuously promised.
  
  
  
  Thank you!
  

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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.

  Unauthorized charges to ********* lending account ***** ** ******  I asked the entire ********* account and pending transactions be canceled on July 12th.
  that request was ignored *** ********* ******** 
  I also made the request in writing after no reply.
  I did not authorize ANY PAYMENTS TO THAT ACCOUNT> Dufresne account sales order **********
  the salesperson on the account is not the perpetrator of the unauthorized transaction. It was the store manager
  Jennifer ******** who refused to address me directly, and forced ** ******* PAYMENT for cancelling my order. **** ****** *** ******** *** *************** * ******* ****** ** ***** ***** ** ******** *** ******** ************ ** ** ******** **** ** ************* *They create policies that are ****** ****** *** unfair.

  

  Business Response

  Date: 16/08/2022

  Hello
  Thank you for contacting us.
  The guest had a partial delivery of a chair out of our clearance and the agreement we would only
  
  Charge her once and deliver when the rest
  
  of the order came in. She ended up cancelling the balance of the order and so we didn't refund her delivery.
  The delivery service was completed, so the amount would not be refunded.
  
  Regards

  Customer Answer

  Date: 08/09/2022

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

   

  I was told twice by customer service that a refund was credited to my account on July 25.  as of today NO REFUND>

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

  1. The only signature authorizing anything was July 11/22 **** *********

  2. I cancelled all purchases of mattress and platform bed ******* * ***** **** * *** ********** *** **************** ** ***** ********* * ** ****  * ***** **** ***** ****** ***** ****** ** **** *** **** **** ****** ** ** *****  That is when I cancelled the entire order.

  3. The chair arrived dirty and was not working properly. I have since been told that they will come to my home to fix a broken part..(who knows when it broke. And to clean the chair of greasy finger prints ******** ** **********

  3. I cancelled the order and ordered the bed online (free shipping) with Dufresne.  

  4. Charging the ********* account without signature and without my permission ** ********.I should receive a full refund for delivery, and this ****** *** delayed response and refund, **** ********* *** ************ should be compensated with an apology of 30% discount for forcing me to stand up for my rights.  **** ****** **** ** ****** ** * ******** *** * ******** ** ******

  ********* has been notified and reached out to Dufresne and they ignore everyone.

  If I do not get a refund ASAP I will be going to civil court on principal.

  Thank you for your time and efforts on my behalf. 

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

  Sincerely Ilana ******

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

   

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

  I NEVER wanted a ********* credit.  I paid the entire chair outright with debit and credit card.  ON JULY 13 CANCELLING HALF THE ORDER.  I wanted to cancel the entire order and pay with cash but the store manager talked me out of it. She had absolutely no respect for what I wanted to do. PAY CASH!.  I cancelled the entire order a few days later when I found out the chair was damaged *** **** ***** ***** ** ** ** * *** * *** ****** *** ****** ******** ** * ********** ****** ********* ******** ** **** ***** ******** * ****** ***** *** ******* ** ***** ** ******* ***  I now am waiting probably longer to get this chair fixed too! They have the option of coming and picking up the chair and refunding me or giving me a $300 dollar partial refund.  ** * **** **** ** ***** ** **** **** ******* ******** ******* ******* * ****** ******* *** ** ** ****** **** ** ** ****** ****** ***** **** *** ** ***** ** *****
  
   

  Thank you

  Ilana Schulz

  Sept 8 2022

   

  
  
  
  
  

  

  Business Response

  Date: 08/09/2022

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