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:03/14/2023

  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.

  I have purchased a table from this store 05/2021 and the store we bought it from went out of business as we noticed that the finish of the table started to crack and flake off. The stores website and phone number stated it was out of service. I called the manufacturer, and they told me to call this store as its the same as we purchased from. The store moved and changed it name and didn't note anywhere online. I have called the store regarding the manufacturer defect and they brushed it off and said it was due to wear and tear without seeing the damage, which is not true as the table is less than 2 years old and you can feel the grain of the wood as its lifting and warping.

  Business Response

  Date: 03/27/2023

  We have received a Letter by mail Id# ******** for customer ***** ****** . Upon being unable to find customer information in the system we contacted customers to follow up on the claim. Invoice that customer refers to is Under ******* ****** Invoice# ***** Purchase Date: 05/01/2021. Customer stated that his wife purchased from Landeros Furniture Superstore in Beaumont and tried to get incontact with them but that store closed on 12/2021. Inform the customer that the Manufacturer warranty is only covered for one year and it will be 2 years this May 1st, 2023 . I also Inform customers that he can send me images and I can still try to submit it with the manufacturer but have no warranty due to the length of time that has passed . Customer had also Purchased a Furniture protection plan That covers any accident that can happen to the product and customer did state he submitted a claim with them but after review was informed that was not covered due to Normal wear and tear and not an accidental issue. We will follow back with customers once we receive images.  Please change customer information to correct one.

  Customer Answer

  Date: 03/31/2023

   I am rejecting this response because:
  
  

  
  

   I have contacted a furniture specialist and they have written a report after reviewing the table that this is not related to wear and tear this is in fact a manufacture defect of the table. I have attached the 3rd party furniture specialist report. 

  
  

  
  

  Sincerely,

  
  

  ***** ******

  Business Response

  Date: 04/03/2023

  Customer sent me images with Furniture Medic report and i submitted them to manufacture but after
  review manufacture is not exchanging Table due to normal wear and tear.
  The customer has had the product since 05/13/21 and no longer has a
  warranty. I contacted customer and informed Out of good faith Manufacture offered a discount
  for a table top purchase even if it has no warranty. Customer stated he is not okay with response and will continue with lawsuit.  Customer just
  reported damage to Montage Furniture Protection on 03/09/2023 first stating didn't know what
  happened to the table and after changing the statement to his 25 year
  old daughter knocked over a small amount of nail polish remover but she
  cleaned it right away. Due to customer statement to Montage and the length of time that it took customer to report problem the furniture repair report is not correct. This is not a manufacturing defect. Nail Polish remover can cause damage to Product.