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:02/06/2023

  Type:Product 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.

  The floor stove unit in question was delivered in mid May in the year 2022. In June it was found to be defective. In August Matt's Furniture was approached for assistance. 

  *** **** ** **** ****** ************ ** ******** ********** Two repair companies, at the request of **********, have refused to service the unit. A third has ignored the request to service the unit. Both Matt's Furnture and ********** have ignored the inherent responsibilityof ethical customer service.

  The repair or replacement of this product (unit) is obligatory.

  Business Response

  Date: 19/06/2023

  This customer reached out stating that there was something wrong with their stove, we told them they must contact ********** customer service in order to get a servicer out to look at it.... warranty is all manufacture warranty and the customer did not purchase extended warranty.

  The manufacturer has dispatched 3 different servicers for this complaint.  All 3 of the manufacturers authorized services have deemed the stove as being in good working order.  Our understanding is that this customer is upset regarding the glass in the door not being perfectly aligned. 

  Also demanding a servicer be there on at specific days and times is next to impossible.  Demanding that all correspondence be done via lettermail only is not the way of the world anymore.

  The manufacturer warranty is 1 year and at this time the warranty has expired.

  Customer Answer

  Date: 29/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Despite having been requested to (attend), not a single service provider (contrary to the statement made by Matt's Furniture), has/have inspected or attempted to repair the defective floor stove unit in question on site.

  In fact, it was a salesperson (****************) who, during a telephone conversation upon delivery stated the stove was inspected in store as satisfactory and everything was in good order; nothing was amiss. We considered her to be trusted and her statement to be sincere. We, therefore, did not proceed to fully inspect the unit upon delivery that day. During a second visit to the cottage (3 weeks later) the fact that the glass in the door was not in square alignment with the door was recognized. The glass was, in fact, 1/2 inch out of square on a level plane. Due to this defect, the racks inside the stove appear to be out of level when in full view of anyone in the kitchen. This defect is not typical or acceptable for a supposed quality product. It is a visual disaster in appearance.   

  ** ******** ** *** *** ******* ** ********* ***** *** ******** ******* ********* ** ****** ********** Matt's Furniture did sell, supply and deliver a defective floor stove unit to our kitchen from its establishment in Kamsack. We request the repair or replacement of the defective product by Matt's Furniture at the expense of the retail store. 
  
  
  
  Sincerely,
  
  
  
  ****** * ***** ******

  Business Response

  Date: 07/07/2023

  We are responding to the latest comments from ****** and ***** ******......

  The responsibility of the consumer is to inspect the product that comes into their home (in a timely matter) the manufacturer allows 7 days to make a claim for cosmetic issues.  If the consumer failed to do that at the time of delivery, that falls on the consumer.  If the product is so obviously defective the consumer should have noticed when the product was delivered or in the next few days.
  

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

  The warranty is a manufacture warranty, the consumer is more than welcome to contact the manufacturer customer service line.

  *** ******* **** *** ******** **** **** *** ******* ** ********* ****** you purchased the stove over the phone so no one forced you into the sale of this item.  You were present at the time of delivery and were more than welcome to reject the delivery at that time.  You the consumer did not do that within the guidelines of the manufacture warranty.