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:12/10/2022

  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.

  Bought a sofa and chair. Received end of April 2022. Noted cosmetic defect to delivery personal. Was told the defect would disappear as cushions broke in (gaps in between sofa back rest cushions). Issue did not go away. Loud clunking from recliner mechanisms. Back rest support poorly manufactured with subpar material let go and not usable. Contacted heritage furniture. Was told they would need technician to come have a look. Eventually got a call from the that he tech would be here but was not the same time made by the office personal. Declined appointment. Called office and rearranged a different time. Tech called again to confirm and I accepted. Tech came out and confirmed the issues said we needed a sofa exchange. Tech said to call office and make arrangements for the exchange. He told me the new sofa would be delivered and the old one taken away at that time so we are not left without furniture. Called office and had to wait about two weeks for a reply. I was told that the men that came were not technicians and there was no sofa exchange being offered too me. They had an opposite report to what I was told by the men in my home. They offered to take the couch too a repair shop to have only the back rest support replaced if possible but not sure because the technician that came to my home was not really a technician. The couch would be gone away for an undetermined amount of time. I was to be left with no furniture in my living room. I posted a review on google explaining what I have told you. I was then sent an email I can provide copy, explaining that my issue was not covered and they were trying to help me but I did not want there help. I am now stuck with a sofa that broke only 4 months after receiving. I can also provide pics of the very cheaply made and disproportionate piece that broke on the sofa rendering it garbage. Thank you for your time.

  Business Response

  Date: 23/10/2022

  
  

  
  

  
  

  
  

  The item purchased has a Warranty from ****** ********* **********. It is their sole discretion to repair, replace items or in extreme cases of miss-use, refuse service. The warranty is attached to every piece of their furniture, and on their corporate website. 

  
  

  This consumer has presented our correspondencein his evidence. It shows the fact that we went above and beyond to assist. He in turn tried to twist good intentions around, black mail us on a review, denigrate our staff, threaten to “have his lawyer” deal with us. 

  
  

  We do not respond to blackmail reviews, threats, nor do we allow our staff to be denigrated.

  This furniture received such an impact in the home, it snapped the back clear off, and even ripped the durable cover material during the impact. This was not a matter of simple product failure. I understand why this did not qualify for service under the ****** ********* Warranty. 

  
  

  Still, we offered to pick up the item, have it repaired, all at our own expense and returned it into the customers home. All at no charge to the consumer., beyond the ****** ********* Warrantee.His response to this is noted above. 

  
  

  This vitriol is an unacceptable way to treat people who are only trying to help, and we have rescinded the offer as the anger shown to “get his way" indicates he may have issues that our team cannot get involved with. 

  
  

  We still do not understand why he would not accept “yes" as an answer to assist him with the repair.

  Customer Answer

  Date: 24/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ********* *********