Complaints

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:24/10/2024

  Type:Delivery 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 June 7, *0*4 we purchased furniture from ******** * sofas, * end tables and 1 cocktail table and paid a $300.00 cash deposit. We were told it would **** * weeks. On June 10, *0*4 we also purchased 1 recliner and 1 fireplace tv stand. Also on June 10, I addressed being over charged for the end tables. In store I was charged ****** each and on their website it was listed for ****** each.Six weeks came and went and no word from them about our furniture and setting up a delivery date. I had to repeatedly call. Over 9 weeks later, we had our furniture delivered on August 1*, *0*4. The morning of the day of delivery set in the afternoon, I called and paid my balance by ***** $6,580.69. Making the grand total, $6,880.69. When their delivery staff left, we're looking at our furniture in our family room and I noticed they were not the sofas I ordered and paid for. They delivered * love seats for * sofas. I called and let them know same day. Again, no hearing from them on their end. Always having to call and ask what's going on.Days later, we heard from *****, the owner. I communicated that we did not want them because it's not what we ordered and paid for; although, he tried to cut us a deal to keep them. Regardless, I asked how much longer now to get the sofas that I ordered and paid for, since it already took over 9 weeks. He said a rush order would take 4 weeks. I said we would wait that much longer because he was going to absorb the freight cost.On August 15, *0*4, the delivery staff came to pick up the love seats; the incorrect "sofas" that were delivered. They damaged our door frame to take them out of our house. It is not just scuffed. Pieces of wood are missing, you can see the colour of wood. We just got the main floor of our house painted in July. Now, we have incurred repair costs to get wood replaced and repainted. Again, I call the business and reported the damage. ***I'm not given enough room finish***

  Business Response

  Date: 04/11/2024

  we did not receive this, you have an outdated email address

  ***** has retired. the current email for Ernie's TV is *************************************************************

  this is not a valid complaint

  she has a warranty concern with one sofa that she bought from us

  we have involved the manufacturer, and we are following their recommendations for the repair

  very normal process with furniture, not a valid complaint

  Business Response

  Date: 04/11/2024

  this is not a valid complaint
  
  she has a warranty concern with one sofa that she bought from us
  
  we have involved the manufacturer, and we are following their recommendations for the repair
  
  very normal process with furniture, not a valid complaint

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22471577
  
  I am rejecting this response because:  the company has not responded.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/11/2024

  Ernie's prides itself with excellent customer **********************.

  In the off situation we drop the ball, we do everything we can to make things right.

  We did order the incorrect sofas, and when delivering them, our delivery crew did make some small scratches in her door jam. 

  For this delay, and and the approx $200 to repaint the door jam, we sold her 2 sofas at cost, resulting in a refund to the customer of over $740. 

  about 3 weeks later, One sofa developed a wearable area, as per manufacturer's requirements.

  As we rarely have a customer concern, this was disappointing to me... I offered a full refund for 2 sofas, and agreed to take them back and resell them as used sofas. 

  OR, she could be refunded for one sofa, and keep them both. 

  She refused, spoke rudely to our staff, threatened to call her lawyer, and demanded us to refund her whole furniture order, take back all items and sell as used.

  At this time, we chose to retract our offer, refunded her for the TV stand that was not yet in from ******, and proceed with the manufacturer's warranty claim process on the sofa. 

  A cushion has been ordered, and a repair person has booked to do this repair at her home. 

  A normal warranty procedure for furniture. 

  I'm sorry we could not make Ms. ******** satisfied, but I do believe we have done everything to try to resolve the situation, over and above most stores would provide.. 

  Customer Answer

  Date: 09/11/2024

  I was not offered a full refund on the two sofas.  If I was, I would gladly accept.  That is what I want.  Yes, I asked for all the order to be refunded initially as a purchased all pieces to coordinate.  But, then I asked for just a refund on both sofas and be left with having to find another two sofas that would coordinate with the remaining pieces of furniture.

  I have yet to hear and have warranty work done.  I was told it would take one week.  It is now over two weeks.

  I have blocked receiving emails from the owner because of his personal attack on my conduct.  Any customer would be terribly upset with what I've had to deal with from them.  All along, which has been months, I've been patient and kind.  When a refund was offered on the two sofas, it was not a full refund, yes I spoke sternly.  Anyone would, being out over $3,300.00.  I did not threaten a darn thing.  I said: "Do you know what people do at the first occurrence of a problem, they lawyer up."  I said that generally speaking and when I was being ripped off on my refund and that certainly wasn't the first problem in dealing with them.  *** owner should tell of his conduct, tone of speaking, etc, throughout this business transaction.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22471577
  
  I am rejecting this response because: I sent my response previous to this.
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Although I would like to resolve this matter, I don't want to incurr further cost.  I also don't believe the owner would be inclined to participate.  He's clearly not a person to communicate, reason and negotiate with.

  Regards,

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