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Business Profile

Furniture Stores

Henry's Furniture and Appliance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:14/11/2024

    Type:Product Issues
    Status:
    Answered
    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 bought a leather couch about 2 years ago and the quality of this thing is not up to par. After 2 or 3 months after buying the couch it started to sag and not keep form along with puddling. Its not in great shape for the money we paid and the time we had it. The foam inside has 0 support and sinking. We do not own pets so there is no issue there. My husband has tried talking to them almost every week for the last 2 years and we get 0 follow up. It was roughly a little under 3k.

    Business Response

    Date: 05/12/2024

    Good Afternoon,

    We know Mr. **** well.  We first met him at the 2022 Renfrew Home Show where he told us he was having problems with a sofa he had recently purchased from another retailer.  The problem was they apparently had informed him it was real leather but after some use the material started peeling and flaking. He must have liked what he saw at the Show because a little while later he came into our store and purchased a truly 100% leather sofa.  We offered Mr. **** discounts because we were happy to see him and we were happy the home show was successful for us being in Renfrew.  Originally he received free delivery, free removal of his old sofa, and free accent pillows.  Delivery and removal alone to his location cost $150.29.

    He contacted us a few months later because he was not happy with the wear of the foam in the seat cores. It was at this point we provided service for him.  We ordered for him premium foam seat cores.  These cores cost $120 which we absorbed.  Furthermore, we went to his home, picked up his sofa, brought it to our local upholsterer, and returned the sofa to Mr. **** at no cost to him all the while absorbing the costs on our end.   

    Mr. **** contacted us more recently regarding the issue of compressed seat cores on his sofa. At that point we let him know that unfortunately the reality with foam is that with regular every day use, for example over the course of 2 years, the foam will compress naturally. Still, Our store manager *** visited Mr. ****'s home for what would be the 4th time since the original purchase to discuss the matter with him personally and to inspect the sofa in directly. While at his home Mr. **** mentioned he knew an upholsterer in *******. *** took the initiative to visit the upholsterer and explain to him the situation.  The upholsterer was unable to assist at that time because he does not perform in home services.

    As another attempt to bring this to a satisfactory conclusion, *** had offered Mr. **** a fractional credit for his 2 year old sofa even though the wear he is experiencing is normal for his use.  He explained to Mr. **** that we have since started carrying a product that we believe would better  suit his standards (higher density foam) but would unfortunately come at a higher price. At the time of conversation Mr. **** was unwilling to work with us and instead demanded a full refund and for us to come pick up his sofa.  Any attempts we made to work with Mr. **** has been met with threats to escalate to the BBB and social media slandering, ect..

    We would like to make it clear that there is no possible way he has contacted us every week for the past 2 years. 

    *** ******* (Store Manager)                                                                                                                                                                                                                                                                          ***** **** (Service Manager)

    Customer Answer

    Date: 05/12/2024

    Complaint: 22555367

    I am rejecting this response because:



    Sincerely,

    ****** & ***** Code

Henry's Furniture and Appliance is NOT a BBB Accredited Business.

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