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Business Profile

Furniture Stores

Payless Furniture

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint type

  • Initial Complaint

    Date:24/01/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Below the events - all by emails - ****@******************.ca

    I purchased 4 stool chairs from Payless furniture on November 25 2022
    I paid with **** Total of $842.42
    I open the boxes on December 9 and fund out that one of the chairs is damaged - the Black Foux Lather on top of the chairs was peeled off and we could see the second layer under - some light fabric - I sent pictures and asked for replacement.
    On December 17th I sent an email follow up since I did not get any respond
    On December 21nd I got an answer from Abdul - "it shows that the scratch is less than 0.5" which does not qualify for an exchange. Thus our proposed solution in this case would be a $25 partial refund, and you can touch up the scratch with any black permanent marker".
    I refused the offer of $25 and asked for replacement.
    On December 23rd I got an answer from Abdul "I will try my best to get this approved for a replacement, normally imperfections less than 0.5" are resolved by compensation but I'll try my best and will get back to you next week"
    On January 5th 2023 I sent another follow up email since I got no reply after a week...
    On January 7th 2023 we found out that the Black Foux Leather on the seat of one of the chairs is peeling off - Same look as the scratch we found when we open the boxes. I sent pictures and asked to return the chairs and get a full refund.



    Please note.
    We used the chairs first time on December 9 2022. On January 7 2023 we found out that the Foux Leather on the seat is peeling off.
    After one month of use the Foux Leather on the seat is peeling off.
    Today (January 8 2023) we found out that another chair seat is peeling off in the edges same as the first one.
    On Jan. 23 2023 I got an email -" it is not possible to return the items"

    Business Response

    Date: 31/01/2023

    Please check the below facts:

    1- the stools were delivered on November 26, 2022.

    2- The Return policy was 14 days as per the return policy on our website and also communicated by email right after you placed the order on November 20 (not the 25th).

    3- Our return policy also requires that the product is not previously assembled (communicated in the confirmation email).

    4- We offer 1-year free warranty which can provide either replacement or repairs for any manufacturing defects.

    Thus, we are offering to replace the 2 stools that have a defect for free and we will take the 2 stools back even after they are assembled to show good faith from our side.

    We will also deliver the replacement stools for free and pickup the 2 defective stools.

    Customer Answer

    Date: 31/01/2023



    Complaint: ********



    I am rejecting this response because:

    As per yesterday a third chair of the four chairs is peeling off.

    As you can see very clearly, there is something wrong with the quality of the Roux Leather upholstery of the chairs.

    I do not want to keep the chairs and keep on replacing parts.

    The reason the other chairs are not peeling off yet is because they have not been used.

    If you wish I can use all the chairs and send you pictures in two days to show you. it is taking about three days for a chair to start and peel off.

    Please return the chairs and refund my payment



    Sincerely,



    *** *****

    Business Response

    Date: 17/03/2023

    The customer already requested a charge back from the credit card company and the bank took back the full-amount from us. we showed the bank that the product was delivered and a charge back is unjust. we will wait for the bank decision and will escalate to the legal system if needed. 

    Customer Answer

    Date: 29/03/2023



    Complaint: ********



    I am rejecting this response because:

    Something is wrong with the material or the production of the faux leather

    would like to return the chairs. I will not except any replacement parts.
    Chair faux leather should not peel off after one month of use.





    *** *****

    Business Response

    Date: 09/04/2023

    The customer already filed a charge back through his bank and the full amounts were withdrawn from our bank account already. not sure what is this claim about now?

    Customer Answer

    Date: 12/04/2023



    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.




    Sincerely,



    *** *****

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