Complaints

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

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Smith's Furniture & Appliances Inc. has 2 locations, listed below.

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  Smith's Furniture & Appliances Inc.

  1286 Conception Bay Hwy Conception Bay South, NL A1X 4G5

  
• 

  Smith's Furniture & Appliances Inc.

  430 Topsail Road Village Mall St. John's, NL A1E 4N1

  

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:27/02/2023

  Type:Customer Service 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 august 21,2019
  
  Purchase price $1999.99 plus hst
  Extended warranty ( 5 years ) $ 240.00 plus hst
  
  Having ice making issues and cannot seem to be able to receive any help at all from the seller.
  
  As I cannot get warranty service,I am requesting a full refund of its cost in amount $ 276.00

  

  Business Response

  Date: 10/03/2023

  Good afternoon Mr *******,
  

  I want to start by saying that you for coming to Smiths
  Furniture for your purchase. Your support of our small, local business is
  appreciated. I’m sorry to hear that you are not happy with the delays related
  to an extended warranty that you purchased from us for your fridge in 2019.
  

  We have been discussing this directly outside of the BBB
  portal and have come to a satisfactory arrangement at this time, but I wanted
  to make sure that I responded here as well.
  

  To recap, as we discussed in our emails and phone call, the
  warranty you purchased from us is provided by ********* in Ontario. They’re
  a very reputable and well-known company that we have been selling their extended warranty product for many years.
  They engage a number of local service technicians that are ********* certified
  to do their inspection and repair work for them.

  
  Their service is excellent and we haven’t had any complaints
  about them in that time, however, there is one complaint that is common for a
  customer experiencing any warranty issue in a major appliance, and that is
  delays. Unfortunately, there is a process that needs to be followed to receive
  a repair under any warranty and there are inherent delays for service calls,
  part deliveries and follow up visits.
  

  I sympathize with what you are going through to get your
  service completed and understand that it is frustrating to hear that service
  calls are cancelled due to weather. The one thing that I am confident in is
  that ********* will do as required and get your fridge fixed, it is their legal
  responsibility to do so, there is unfortunately no guarantee about how long that could
  take.
  

  At this time, Smiths is not involved in the process, as the
  warranty agreement is between you and *********, but I have provided you with the contact
  name and phone number of your representative in our last email as well as
  providing a link to the brochure for the warranty you purchased so that you
  know what to expect. Please direct your calls, complaints or requests for refund
  directly to *********. They will take good care of you.

  
  I wish you all the best and want to thank you again for your business. I hope that we see you in our stores again soon.
  

  Best regards,
  

  *** ******

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19504038, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:21/10/2022

  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.

  I have purchased a whirlpool stove from Smiths Furniture&Appliances Inc.2 years ago now it cost roughly $1200 dollars.It was recently started coming apart.I have contacted them several times 1 time they sent a man down to try and repair it.The man who came to try and repair it told me he is no repair man.He was supposed to come back a few days later with glue he said but he never did return to my home.Today October 21 I phoned them again with them saying I have to pay for a repair man.I would like some help with trying to resolve this issue.Please and thank you

  

  Business Response

  Date: 01/11/2022

  Good day Ms. ****,
  

  I want to begin by saying thank you for coming to Smiths Furniture for your
  purchase. We appreciate your business! I’m very sorry to hear that you're
  having trouble with the door on the range that you purchased from us on August
  28, 2020.
  

  You are a valued customer of Smiths Furniture and despite this unit being
  out of warranty when you called, we sent one of our Service staff members to
  your home, at our cost, to see if there was anything we could do to help you
  with the door problem. We did this as a courtesy to see if the issue could be
  easily repaired or adjusted.
  

  Unfortunately, we discovered that there was nothing we could do to correct
  the issue and determined that the only way that it could be fixed is to order
  new door parts from Whirlpool and have them installed by a qualified service
  technician.  
  

  This would normally be taken care of by a service call under Whirlpool’s warranty,
  but with your manufacturer’s warranty expiring on August 28, 2021, and the
  offer for extended warranty protection declined at the time of sale, we’re unable
  to do anything to further to help because customers are responsible for repairs
  after the warranty has expired.
  

  I do want to apologize if you were led to believe that we were coming back
  to do a repair. In retrospect, we could have done a better job
  of communicating our findings to you, and offered the remedy that was
  needed to fix the issue at that time.

  At this point, my suggestion would be for you to contact a service
  technician or a part supplier and order the door parts that are damaged to
  correct your issue. We would be happy to help by connecting you with a
  reputable service technician so that you can buy the parts and arrange to have
  them installed, if you would find that helpful.

  I’m sorry again that we find ourselves in this position. Please let me know
  at your convenience if you would like us to help you connect with a qualified
  technician and we will do our best to assist.
  

  Best regards,
  *** ******
  Business Manager